Question 1

Ekisa and Ingrid like to send e-mail back and forth discussing their families and work-related issues.They are engaging in ________ and ________ communication.
A) informal;written
B) informal;oral
C) formal;written
D) formal;oral

Accepted Answer

The use of e-mail suggests that the communication is written. Additionally, the use of first names and the informal nature of the topics being discussed suggest an informal communication style.

Question 2

Steve and Renee are city council members who vehemently disagree over a new zoning ordinance.Their arguments have become personal,and other council members are irritated and avoiding meetings.Steve and Renee need to resolve their ________ conflict.
A) mutual
B) affective
C) internal
D) cognitive

Accepted Answer

Affective conflict involves emotions and personal feelings, which is the case in the situation described. Mutual conflict implies both parties being involved in the same conflict, which may not apply here. Internal conflict relates to inner struggles within a person, and cognitive conflict involves disagreements over ideas and knowledge.

Question 3

Jeremy announced to his accounting team that the company's financial reports should be completed "by next week." Subsequently,members of his team had completely different ideas about when the reports were due.At which stage of communication are the team members?
A) understanding the context
B) message decoding
C) providing feedback
D) message encoding

Accepted Answer

The team members are at the stage of message decoding, where they are interpreting and understanding the message sent by Jeremy. They have different interpretations, which indicates that the decoding process varies from person to person.

Question 4

Team norms are ________ and ________ standards of behaviour.
A) formal;written
B) informal;written
C) formal;unwritten
D) informal;unwritten

Accepted Answer

Team norms are usually informal (not written down) and they may also be unwritten (implied but not explicitly stated).

Question 5

Office e-mails are a form of ________ communication.
A) informal
B) written
C) formal
D) nonverbal

Accepted Answer

The answer of Office e-mails are a form of ________...

Question 6

Lisa works for an advertising agency and has presented her client with ideas for new commercials.After the presentation Lisa asks for ________ to determine if the clients correctly understood her message.
A) a channel
B) a decoded message
C) less noise
D) feedback

Accepted Answer

Feedback is the process of obtaining information from the receiver about whether he/ she understood the message correctly or not. In this scenario, Lisa wants to determine if the clients correctly understood her message, which can be achieved through feedback. Therefore, option D is the correct answer. Option A (a channel) refers to the medium used to convey the message, option B (a decoded message) refers to the message that has been received and translated by the receiver, and option C (less noise) refers to reducing any external or internal disturbances in the communication process.

Question 7

Feedback ________.
A) helps determine whether a message was correctly interpreted
B) is generally verbal in nature
C) is usually ambiguous
D) helps lower the noise level

Accepted Answer

Feedback is an important part of communication as it helps to determine whether a message was correctly interpreted by the receiver. It helps the sender to assess the effectiveness of the message and adjust it accordingly.

Question 8

Deni uses lots of gestures and facial expressions when communicating.These are examples of _____________ communication.
A) oral
B) formal
C) nonverbal
D) informal

Accepted Answer

Deni's use of gestures and facial expressions are examples of nonverbal communication, meaning communication that is transmitted without the use of words.

Question 9

Amanda sends an e-mail to her assistant requesting information for an upcoming meeting.Since her team is working on a variety of projects,Amanda is very specific about the materials she needs in order to avoid confusion.As the sender,is Amanda is ________.
A) providing a context for the message
B) encoding the message
C) decoding the message
D) eliminating the message's noise

Accepted Answer

Amanda is encoding the message, which means she is putting her thoughts and ideas into words or symbols in order to communicate them to her assistant.

Question 10

________ listening is the basis for effective communication.
A) Polite
B) Nonverbal
C) Active
D) Cynical

Accepted Answer

Active listening involves giving your full attention to the speaker, acknowledging what they say, and responding appropriately. This is crucial for effective communication as it shows that you understand and respect the speaker's perspective, which can help build trust and rapport. Polite listening is important, but it only involves basic manners and social etiquette. Nonverbal listening can be useful, but it only focuses on the body language and tone of the speaker, rather than the actual content of their message. Cynical listening involves skepticism and distrust, which can lead to misunderstandings and breakdowns in communication.

Question 11

Which of the following statements is correct regarding team conflict?
A) It should be avoided at all costs.
B) It often improves team performance.
C) It will be reduced if the team is diverse.
D) It rarely occurs in most teams.

Accepted Answer

Team conflict, if managed and resolved effectively, can lead to improved team performance as it can help identify and address underlying issues and lead to new ideas and perspectives. Avoiding conflict altogether or having a team that is too homogeneous may hinder progress and result in groupthink. However, unmanaged conflict can have negative consequences on team cohesiveness and productivity.

Question 12

William is listening to one of his fellow team members speak at a meeting.He believes she is just trying to get the team leader to adopt her idea.William is being a(n)________ listener.
A) offensive
B) cynical
C) polite
D) non

Accepted Answer

William is being cynical because he is assuming that the team member is not genuinely trying to contribute to the team, but rather just wants her idea to be accepted.

Question 13

What is considered to be the biggest problem with e-mail as a form of business communication?
A) using company e-mail to send personal messages
B) e-mail is too informal for companies to convey a professional image
C) e-mail technology is still limited
D) too much e-mail

Accepted Answer

The biggest problem with e-mail as a form of business communication is the overwhelming volume of messages that individuals receive, making it difficult to manage and prioritize communication effectively.

Question 14

Japan is considered to be a ________ context country and thus,Japanese businesspeople place importance on ________ communications.
A) high;both verbal and nonverbal
B) low;both verbal and nonverbal
C) high;explicit verbal
D) low;explicit verbal

Accepted Answer

The answer of Japan is considered to be a ________...

Question 15

Greg is an operating room nurse and notices the head surgeon is exhausted and disoriented.Greg decides to speak up,even though his actions defy the team ________ that surgeons outrank nurses.
A) standard
B) norm
C) belief
D) theory

Accepted Answer

The term "norm" refers to a socially or culturally established behavior or expectation. In the medical field, there is a norm that surgeons have more authority and power than nurses. However, in this scenario, Greg defies this norm by speaking up about the surgeon's condition, thus highlighting the importance of valuing the input and expertise of all team members in ensuring the best possible patient outcomes.

Question 16

The communication _______ composes the message.
A) sender
B) receiver
C) channel
D) context

Accepted Answer

The sender is the person who originates the message and composes it. The receiver is the person who receives the message. The channel is the medium through which the message is transmitted (e.g. email, phone, face-to-face). The context refers to the situation surrounding the communication.

Question 17

Countries like Canada which tend to rely on explicit written and verbal messages are considered ________ cultures
A) high-context
B) low-context
C) external
D) diverse

Accepted Answer

The term "low-context cultures" refers to cultures that rely heavily on explicit language and verbal communication. Canada is considered a low-context culture since they tend to rely on direct, clear communication in both written and verbal form.

Question 18

________ percent of the typical manager's day is spent engaged in communications.
A) Less than 25
B) About 50
C) About 75
D) More than 75

Accepted Answer

The answer of ________ percent of the typical manager's day...

Question 19

Angie's marketing team disagrees on the way to advertise a product based on their past experiences.However,all members are attempting to reconcile their differences to produce an effective marketing strategy.Angie's team is experiencing ________ conflict.
A) mutual
B) cognitive
C) affective
D) internal

Accepted Answer

Cognitive conflict emerges when there are disagreements regarding factual information, ideas, or opinions. In this case, the marketing team does not see eye to eye regarding how to advertise the product, which is an example of cognitive conflict. However, they are attempting to work together to find a solution, which suggests that this is not an affective, mutual, or internal conflict.

Question 20

Evan is listening to a voice message left by his manager,but he cannot understand most of it due to his manager's cell phone breaking up.Evan calls back his manager for the complete message since he cannot effectively communicate with this type of ________.
A) conflict
B) grapevine
C) noise
D) nonverbal communication

Accepted Answer

The term "breaking up" suggests that the interference or interruption of the cell phone signal is causing noise, which is a barrier to effective communication. The other options are not applicable to this situation, as there is no conflict, grapevine or nonverbal communication mentioned.

Quiz 9: Top Performance through Empowerment, Teamwork, and Communication

Ekisa and Ingrid like to send e-mail back and forth discussing their families and work-related issues.They are engaging in and communication.

Steve and Renee are city council members who vehemently disagree over a new zoning ordinance.Their arguments have become personal,and other council members are irritated and avoiding meetings.Steve and Renee need to resolve their ________ conflict.

Jeremy announced to his accounting team that the company's financial reports should be completed "by next week." Subsequently,members of his team had completely different ideas about when the reports were due.At which stage of communication are the team members?

Team norms are and standards of behaviour.

Office e-mails are a form of ________ communication.

Lisa works for an advertising agency and has presented her client with ideas for new commercials.After the presentation Lisa asks for ________ to determine if the clients correctly understood her message.

Feedback ________.

Deni uses lots of gestures and facial expressions when communicating.These are examples of _____________ communication.

Amanda sends an e-mail to her assistant requesting information for an upcoming meeting.Since her team is working on a variety of projects,Amanda is very specific about the materials she needs in order to avoid confusion.As the sender,is Amanda is ________.

________ listening is the basis for effective communication.

Which of the following statements is correct regarding team conflict?

William is listening to one of his fellow team members speak at a meeting.He believes she is just trying to get the team leader to adopt her idea.William is being a(n) ________ listener.

What is considered to be the biggest problem with e-mail as a form of business communication?

Japan is considered to be a context country and thus,Japanese businesspeople place importance on communications.

Greg is an operating room nurse and notices the head surgeon is exhausted and disoriented.Greg decides to speak up,even though his actions defy the team ________ that surgeons outrank nurses.

The communication _______ composes the message.

Countries like Canada which tend to rely on explicit written and verbal messages are considered ________ cultures

________ percent of the typical manager's day is spent engaged in communications.

Angie's marketing team disagrees on the way to advertise a product based on their past experiences.However,all members are attempting to reconcile their differences to produce an effective marketing strategy.Angie's team is experiencing ________ conflict.

Evan is listening to a voice message left by his manager,but he cannot understand most of it due to his manager's cell phone breaking up.Evan calls back his manager for the complete message since he cannot effectively communicate with this type of ________.