Question 1

After Axcess Systems lost a major client, it decided to change its organizational structure. To communicate the organizational change to its employees, the top management sends out an email containing a detailed account of its new strategic plan to all the employees. In the context of formal communication channels, this scenario illustrates _____.

Accepted Answer

Downward communication is the flow of information from top-level management to employees. In this scenario, the top management is sending an email to all employees to communicate the organizational change, which is an example of downward communication. Horizontal and lateral communication involve communication between individuals or departments at the same hierarchical level, while upward communication involves the flow of information from lower-level employees to higher-level management.

Question 2

In the context of formal communication channels, _____ is used to give those at lower levels the chance to share their concerns with higher-level authorities.

Accepted Answer

Upward communication refers to the flow of information from lower levels of hierarchy to higher levels. It allows lower-level employees to share their concerns, feedback or suggestions with their superiors or higher authorities. This helps in creating a democratic environment where the opinions of everyone are heard and considered. Upward communication can be facilitated through various channels like suggestion boxes, performance appraisals, meetings, etc.

Question 3

Munchkin is a popular baby clothing brand. The founder of the company, Isabel, conducts a brainstorming session with her employees every week in order to come up with new ideas to expand the brand. One of her employees suggests that Munchkin should add baby footwear to its collection. In this case, the employee's suggestion is an example of _____.

Accepted Answer

The employee's suggestion to add baby footwear to the collection is an example of upward communication, which is communication from a lower-level employee to a higher-level employee or management. The employee is suggesting an idea to expand the brand to the founder, who is in a higher-level position in the company.

Question 4

Alex is a law attorney at Cooper Enterprises. His client, Maggie, is seeking a divorce from her husband of two years. Since she is unemployed, Alex recommends that she should apply for alimony. Maggie is unable to understand the term used by Alex, so he explains to her that she can request her husband to pay for spousal support after divorce. In this scenario, the term "alimony" exemplifies _____.

Accepted Answer

The term "alimony" is an example of jargon, which refers to specialized language used by a particular group or profession. In this case, it is a term used in family law to describe spousal support payments.

Question 5

The senior management of BonusOne Bank formulates a new set of strategic plans for the next financial year and conveys it to the middle management. The middle management, in turn, conveys the same to their respective subordinates. In the context of communication channels, the given scenario illustrates _____.

Accepted Answer

The given scenario illustrates downward communication, as it involves the senior management conveying their strategic plans to the middle management, who then convey it to their subordinates in a hierarchical flow of communication. Upward communication involves subordinates communicating with their managers, while horizontal communication involves communication between colleagues at the same hierarchical level. Informal communication refers to unofficial communication that takes place outside formal channels.

Question 6

The term _____ refers to vocabulary particular to a profession or group that interferes with communication in a workplace.

Accepted Answer

Jargon refers to vocabulary that is specific to a profession or group, and can be confusing or unclear to those outside of that group. This can hinder effective communication in a workplace.

Question 7

Miwa Fabrics, a textile company, wants to use eco-friendly methods to extract cotton. The owner of the company distributes a handbook to the factory workers, which contains details about the handling of the new extraction equipment and machinery. In the context of formal communication channels, this scenario illustrates _____.

Accepted Answer

This scenario illustrates downward communication because the owner of the company is distributing the handbook to the factory workers to give them instructions or information. Downward communication is used to convey information from top-level executives to lower-level employees.

Question 8

The sales team at X-zyme Solutions is unhappy with the management for reducing housing allowance for its employees. In an attempt to voice their concerns about the situation, the team collectively writes an email to the chief executive officer of the company. In the given scenario, the team is engaging in _____.

Accepted Answer

The sales team is complaining to the chief executive officer, who is at a higher level in the organizational hierarchy. Therefore, this is an example of upward communication, where employees communicate with higher-level management.

Question 9

_____ is used to give organizational members job-related information, to give managers and workers performance reviews from upper managers, and to clarify organizational objectives and goals.

Accepted Answer

Downward communication is used to give job-related information to organizational members, to give performance reviews from upper managers to managers and workers, and to clarify organizational objectives and goals. Upward communication is for employees to communicate with their superiors, horizontal communication is between employees at the same level, and incongruent communication is contradictory or unclear communication.

Question 10

Itina Global Solutions recently received a new service request from a client. To execute this request, the managing director of the company sends out an email to all employees, containing details of the work that needs to be accomplished. In the context of formal communication channels, this scenario illustrates _____.

Accepted Answer

The scenario describes the managing director sending out an email to all employees, which is an example of communication that flows from the top-level management to the lower-level employees. Therefore, this scenario exemplifies downward communication.

Question 11

When the managing director of a multinational company explained to his subordinates why the company had to reduce their incentives the previous month, he was engaging in _____.

Accepted Answer

Downward communication refers to the flow of information from superiors to subordinates in an organization. When the managing director explains the reason for reducing incentives to his subordinates, he is engaging in downward communication.

Question 12

Rebecca, an employee at Ecoz International, is often subjected to sexual harassment at the workplace. She decides to inform the head of the human resources department about this problem. She writes an email to him in which she describes her manager's perverse behavior toward her and other female employees. In this case, Rebecca is engaging in _____.

Accepted Answer

Rebecca is engaging in upward communication, as she is informing the head of the human resources department about a problem she is facing at work. Downward communication refers to communication from higher-level employees to lower-level employees, while horizontal communication refers to communication between employees at the same level. Informal communication refers to communication that is not part of the formal organizational structure, such as gossip or rumors.

Question 13

A group of newly recruited employees were bullied by senior members of the facilities team. Jodie, one the team members who witnessed the event, wrote a letter to the head of her division describing the bullying incident. In this case, Jodie is engaging in _____.

Accepted Answer

Jodie is engaging in upward communication by reporting the incident to the head of her division. Upward communication is the flow of information from lower-level employees to higher-level employees or management.

Question 14

Bono Group, a textile company, is moving its head office to another city. The top-level executives send out mass emails to communicate this message to all its employees. In the context of formal communication channels, this scenario illustrates _____.

Accepted Answer

This scenario illustrates downward communication where the message is being communicated from the top-level executives to all the employees.

Question 15

Harrison Corp. wants to raise its level of service to enhance customer experience. The board of directors send out an email containing a message of encouragement directed toward the employees. In the context of formal communication channels, this scenario illustrates _____.

Accepted Answer

The scenario describes a message being sent from the board of directors (higher level) to the employees (lower level), which is an example of downward communication.

Question 16

Jonah is an efficient member of the design team at Cheer Advertising. However, he is often burdened with extra work that forces him to work overtime. Frustrated by this situation, he writes an email to the head of the design department expressing the difficulties he is facing at work. In the given scenario, Jonah is engaging in _____.

Accepted Answer

Jonah is engaging in upward communication, which refers to the flow of communication from an employee to a higher-level manager or authority figure within the organization. In this case, Jonah is expressing his concerns to the head of the design department, who is in a higher position within the company hierarchy.

Question 17

Alfred, an architect at Abode Inc., uses the term "spatial organization" while communicating to his client. The client is unable to understand the term used by Alfred. In this scenario, the term "spatial organization" exemplifies _____.

Accepted Answer

The term "spatial organization" used by Alfred is an example of jargon, which refers to specialized language that is specific to a particular profession or group, and may not be easily understood by others outside of that group.

Question 18

Sun Downers is a company that manufactures sunglasses for women. Stephanie, the owner of the company, meets with her subordinates regularly to discuss new designs and attractive offers that would appeal to the company's targeted customer base. One of her employees suggests that the company should launch a new collection of aviator sunglasses for the upcoming season. In this case, the employee's suggestion is an example of _____.

Accepted Answer

The employee's suggestion to launch a new collection of aviator sunglasses is an example of upward communication, as the suggestion is being presented by a subordinate to a higher-level employee or the owner of the company. Downward communication refers to communication from higher-level employees or management to lower-level employees, horizontal communication refers to communication between individuals or departments at the same level within the organization, and informal communication refers to communication that occurs outside of official organizational channels, such as through gossip or personal conversation.

Question 19

Ethereal Feels is a food catering company. It wants to revamp its business in order to expand its customer base. The top management of the company makes an official announcement to all its employees about its new business model. In the context of formal communication channels, this scenario illustrates _____.

Accepted Answer

This scenario illustrates downward communication as the top management is communicating to its employees about a new business model. Downward communication flows from higher-level management to lower-level employees.

Question 20

In the context of formal communication channels, _____ is used to encourage lower-level managers and employees to participate in organizational decision making.

Accepted Answer

Upward communication is used to encourage lower-level managers and employees to participate in organizational decision making by allowing them to express their opinions, concerns, and suggestions to higher-level management. Downward communication is the opposite, where higher-level management communicates directives or information to lower-level employees. Horizontal communication is communication between individuals at the same level or in the same department, and lateral communication is communication between different departments at the same level. None of these channels specifically encourage lower-level participation in decision making like upward communication does.

Quiz 15: Managing Communication