Question 1

_____ exist(s) when organizations do not provide adequate upward, downward and horizontal communication.
A) Status and power differences
B) Differences across departments in terms of needs and goals
C) Absence of formal channels
D) Communication flow
E) Semantics

Accepted Answer

The absence of formal channels refers to the lack of established and recognized methods for communication within an organization. When these channels are not formalized or are nonexistent, communication can break down, leading to misunderstandings, conflicts, and other problems that can hinder organizational performance. This, in turn, can lead to status and power differences, differences across departments in terms of needs and goals, communication flow issues, and semantic problems. However, of those listed, the primary cause of these issues is the absence of formal communication channels.

Question 2

During breaks at work, Albert and Daphne talk occasionally about the problems that they are working on at work, in the hope that they can help each other out. This is an example of what type of organizational communication?
A) Virtual communication
B) Formal communication
C) Lateral communication
D) Downward communication
E) Upward communication

Accepted Answer

Lateral communication is communication that occurs between individuals at the same level of authority within an organization. In this scenario, Albert and Daphne are colleagues who are sharing information to help each other with their work problems, which is an example of lateral communication.

Question 3

Characteristics of a good listener are someone who:
A) asks questions, listens for facts and avoids distractions.
B) asks questions, summarizes and listens to central themes.
C) shows interest, judges content and has preconceptions.
D) listens between lines, starts to argue and works hard.
E) shows interest, works hard and starts to argue.

Accepted Answer

A good listener asks questions to clarify and gain understanding, summarizes to ensure accurate interpretation, and listens for central themes to grasp the overall message. Distractions should be avoided to fully focus on the speaker. Judging content and having preconceptions can hinder effective listening. Arguing or challenging the speaker during the conversation may also hinder effective listening. Working hard and showing interest are important qualities of a good listener, but they alone do not constitute effective listening skills. Listening between the lines is not necessary for effective listening as long as the listener is actively seeking to understand the message.

Question 4

Messages that appraise how well individuals and departments are doing their jobs are called:
A) job instructions.
B) implementation of strategies.
C) practices.
D) performance feedback.
E) indoctrination.

Accepted Answer

Messages that appraise how well individuals and departments are doing their jobs are known as performance feedback. This type of feedback is provided to evaluate an individual's or a team's performance and identify areas for improvement. It can also help build morale by recognizing successes and providing opportunities to learn and grow.

Question 5

Which communication channel flows within the chain of command defined by the organization?
A) Formal communication
B) Horizontal communication
C) Downward communication
D) Upward communication
E) Diagonal communication

Accepted Answer

Formal communication flows within the chain of command defined by the organization.

Question 6

Good listeners exhibit all of the following characteristics EXCEPT:
A) asking questions.
B) having preconceptions.
C) tolerates bad habits.
D) judges content, not delivery errors.
E) All of these.

Accepted Answer

Good listeners do not have preconceptions or biases when listening. They remain open-minded and receptive to the message being conveyed. The other options are characteristics of good listeners.

Question 7

Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which downward communication topic?
A) Goals
B) Practices
C) Performance feedback
D) Indoctrination
E) Job instructions

Accepted Answer

The answer of Silvia, a seasoned assembly line worker at...

Question 8

Information distortion or loss of message content is a major problem with:
A) upward communication.
B) formal communication.
C) downward communication.
D) informal communication.
E) horizontal communication.

Accepted Answer

Downward communication is when a message is sent from higher-level management to lower-level employees. The problem with this type of communication is that the message may become distorted or lose content as it filters down through different levels of the organization. This is because subordinates may interpret the message differently or may deliberately change it to suit their own needs.

Question 9

Which of these is used for addressing departmental problems and change initiatives?
A) Downward communication
B) Horizontal communication
C) Upward communication
D) Vertical communication
E) Informal communication

Accepted Answer

Horizontal communication is used for addressing departmental problems and change initiatives. It involves communication between people at the same level of hierarchy or within the same department, and it can lead to collaboration, problem-solving, and innovation. Downward communication is from higher to lower levels of hierarchy, upward communication is from lower to higher levels of hierarchy, vertical communication includes both upward and downward communication, and informal communication is not necessarily structured for addressing problems or change initiatives.

Question 10

_____ refers to messages designed to motivate employees to adopt the company's mission statement and cultural values and to participate in special ceremonies.
A) Job instructions
B) Implementation of strategies
C) Practices
D) Performance feedback
E) Indoctrination

Accepted Answer

The term “indoctrination” refers to the process of instructing or teaching employees about the company’s mission statement, cultural values, and other important information. Indoctrination may involve messages, ceremonies, and other activities that are designed to motivate employees and get them to buy into the company’s culture. This process is especially important for new employees who are just joining the company, but it can also be used to reinforce cultural values and other important messages for existing employees.

Question 11

Which of the following is (are) part of keys to effective listening?
A) Listen for facts
B) Listen for ideas
C) Be passive, laid back
D) Have preconceptions
E) All of these

Accepted Answer

The answer of Which of the following is (are) part...

Question 12

When an electronic mail system is installed as part of the communication system, what element of the communication process is changed?
A) Channel
B) Message
C) Sender
D) Filter
E) Receiver

Accepted Answer

The installation of an electronic mail system changes the channel of communication, as it provides a new means of transmitting messages between the sender and receiver. The other elements of the communication process (sender, message, filter, and receiver) remain the same.

Question 13

Which of the following is the most familiar and obvious flow of formal communication?
A) Downward communication
B) Gossips
C) Horizontal communication
D) Upward communication
E) Vertical communication

Accepted Answer

Downward communication is the most familiar and obvious flow of formal communication as it refers to communication that takes place from a higher level in an organization to a lower level. It is the most common form of communication in organizations, as it is used by managers to convey goals, strategies, directives, and feedback to their subordinates.

Question 14

New associates often cultivate personal relationships with individuals outside of their departments, in the hope that someday these relationships will help them succeed professionally. They are developing which of the following?
A) Informal channel of communication
B) Personal communication network
C) Organizational grapevine
D) Focus group
E) Career pathway team

Accepted Answer

Personal communication network refers to the relationships that people cultivate with others, often outside of their immediate work area, in order to enhance their professional success. This network can provide access to information, resources, and opportunities that might not be available through formal channels. The other options are not relevant to the scenario described.

Question 15

Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company's goals for the coming year. This is an example of what type of organizational communication?
A) Virtual communication
B) Grapevine communication
C) Lateral communication
D) Downward communication
E) Upward communication

Accepted Answer

The presentation by the divisional vice president to all divisional employees is an example of downward communication, where information flows from higher levels of management to lower levels of employees.

Question 16

Downward communication is used to communicate information about all of the following EXCEPT:
A) indoctrination.
B) procedures.
C) performance feedback.
D) suggestions for improvement.
E) implementation of goals.

Accepted Answer

Downward communication typically involves directives from higher levels of an organization to lower levels, focusing on instructions, policies, and feedback. Suggestions for improvement are usually part of upward or horizontal communication, where employees provide input or feedback to management.

Question 17

Many organizations use suggestion boxes, open door policies and surveys to facilitate:
A) upward communication.
B) downward communication.
C) formal communication.
D) informal communication.
E) diagonal communication.

Accepted Answer

Suggestion boxes, open door policies and surveys are all methods for employees to provide feedback and ideas to their superiors, making them tools for facilitating upward communication.

Question 18

William explains to his boss that his computer has a virus, and it needs to be scanned and cleaned. This is an example of which topic of upward communication?
A) Problems and exceptions
B) Suggestions for improvement
C) Performance reports
D) Grievances and disputes
E) Financial and accounting information

Accepted Answer

William is reporting a problem or exception, which falls under the category of upward communication that involves informing superiors of any issues or challenges that need to be addressed.

Question 19

_____ channels exist outside the formally authorized channels without regard for the organization's hierarchy of authority.
A) Management by wandering around
B) Upward communication
C) Personal communication
D) Horizontal communication
E) Downward communication

Accepted Answer

Personal communication refers to the informal communication channels that exist outside of the formal, authorized channels of communication within an organization. These channels can include conversations in the hallway, email exchanges between colleagues, or chats during lunch breaks. Personal communication often occurs without regard for the organization's hierarchy of authority, as individuals communicate with whomever they need or want to, regardless of their position in the company.

Question 20

Upward communication is used to communicate information about all of the following EXCEPT:
A) suggestions for improvement.
B) performance reports.
C) indoctrination.
D) financial and accounting information.
E) grievance and disputes.

Accepted Answer

Upward communication is used to keep superiors informed about the progress, concerns, and opinions of subordinates. It is meant to create an open and supportive communication environment where employees are free to share their thoughts and ideas with their superiors. However, upward communication is not used for indoctrination. Induction or training is a separate process that prepares employees for their roles and responsibilities within the organization.

Quiz 15: Managing Communication

_____ exist(s) when organizations do not provide adequate upward, downward and horizontal communication.

During breaks at work, Albert and Daphne talk occasionally about the problems that they are working on at work, in the hope that they can help each other out. This is an example of what type of organizational communication?

Characteristics of a good listener are someone who:

Messages that appraise how well individuals and departments are doing their jobs are called:

Which communication channel flows within the chain of command defined by the organization?

Good listeners exhibit all of the following characteristics EXCEPT:

Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which downward communication topic?

Information distortion or loss of message content is a major problem with:

Which of these is used for addressing departmental problems and change initiatives?

_____ refers to messages designed to motivate employees to adopt the company's mission statement and cultural values and to participate in special ceremonies.

Which of the following is (are) part of keys to effective listening?

When an electronic mail system is installed as part of the communication system, what element of the communication process is changed?

Which of the following is the most familiar and obvious flow of formal communication?

New associates often cultivate personal relationships with individuals outside of their departments, in the hope that someday these relationships will help them succeed professionally. They are developing which of the following?

Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company's goals for the coming year. This is an example of what type of organizational communication?

Downward communication is used to communicate information about all of the following EXCEPT:

Many organizations use suggestion boxes, open door policies and surveys to facilitate:

William explains to his boss that his computer has a virus, and it needs to be scanned and cleaned. This is an example of which topic of upward communication?

_____ channels exist outside the formally authorized channels without regard for the organization's hierarchy of authority.

Upward communication is used to communicate information about all of the following EXCEPT: