BADM 301: Ch.1

D

"Channels" of communication are defined as A) gestures. B) digitized messages. C) significant gaps in understanding. D) methods used to deliver a message.

C

A lean channel is best when you A) want your message to provide a personal focus. B) need to receive feedback quickly. C) want your communication to be efficient. D) need to exert a great deal of control over your message's tone.

D

A pattern of communication created by the flow of messages among communicators is known as A) lateral communication. B) a communication model. C) an organizational chart. D) a communication network.

T

A recent study indicates that employees who follow their organization's preferred channels of communication tend to receive high performance evaluations.

T

A recent survey suggests that many students overestimate their own communication competence and underestimate the importance of effective communication in the workplace.

D

A subordinate makes suggestions to her supervisor about ways to improve work conditions. This is an example of A) downward communication. B) social communication. C) horizontal communication. D) upward communication.

D) communication skills

According to corporate recruiters, which of the following is one of the main factors that contributes to job success? A) technical skills B) native intelligence C) educational background D) communication skills

A

All of the following are effective ways to gain recognition from your boss except A) tell the boss that you deserve most of the credit for what was a team project. B) have quality writing that expresses your ideas printed in the company newsletter. C) thank coworkers who help you with projects. D) present creative proposals to your boss.

B

All of the following are true about strategic communication EXCEPT A) our messages include both instrumental and relational aspects. B) it is unethical to use communication strategies to achieve our goals. C) it is possible to communicate strategically, while still respecting others' rights and needs. D) identity management involves purposefully trying to make a certain type of impression through our communication.

D

All of the following methods are recommended for cultivating personal networks EXCEPT A) express appreciation when others give you helpful information. B) put people in touch who might benefit from knowing one another. C) gather secondary referrals from your personal acquaintances. D) trust only those employees who hold positions higher than yours.

A

An open-door policy and suggestion boxes are examples of ways to encourage A) upward communication. B) downward communication. C) lateral communication. D) horizontal communication.

A

Angelia has recently begun making a lot of mistakes on her day job. She has not been listening attentively to her supervisor's instructions. Angelia is no longer attentive because she is exhausted. She has taken on a second job at night so she can pay off her credit card debt. In the above example, which type of noise is causing a breakdown in the communication process between Angelia and her supervisor? A) physiological noise B) defensiveness C) supervisory noise D) subtle noise

F

As the workplace and world become more technological, the need for human communication skills is diminished.

T

Because messages can be decoded in more than one way, misunderstandings often arise.

T

Businesses can usually profit from paying attention to the opinions of their employees.

F

Cigarette smoke blowing in front of your face can create a listening distraction that would be classified as "physical noise."

A

Communication is A) irreversible. B) insignificant. C) avoidable. D) a panacea.

A

Communication is a process. This means that A) to understand communication, we need to examine the context in which it occurs. B) effective communication is efficient. C) every message we send is an isolated event. D) communication is avoidable.

C

Communication through informal networks in an organization A) is slower than communication through formal communication networks. B) is always less dependable than communication through formal channels. C) sometimes contradicts information received through formal networks. D) hinders innovation.

T

Cultivating informal networks within and outside your organization can benefit your career.

C

Doyle has recently graduated with a degree in chemistry and has taken a job as a research scientist at a plastics manufacturer. The type of personal network that is likely to be most helpful to Doyle's career is a network A) of the most influential and important figures in his company. B) of good friends and family who know Doyle well. C) made up of a wide variety of people from many different organizations. D) primarily consisting of respected chemists and engineers.

A

Effective downward communication A) can be used to give employees feedback about their performance. B) is unnecessary when things are running well in an organization. C) is delivered too frequently by most managers. D) takes very little time or effort.

D

Egotism is an example of ________ that interferes with effective communication. A) physical noise B) encoding C) a channel D) psychological noise

B

Eliza was having lunch with some friends when one of them mentioned that they were considering having a new home built. Eliza said, "Do you need an architect? My friend Ursula has designed several beautiful homes. Let me give you her number." In this example, Eliza is engaged in A) formal communication. B) networking. C) gatekeeping. D) upward communication.

A

Employees who feel free to express dissenting ideas to their bosses without fear of reprimand are often more ________ than those who do not feel free to express dissent. A) satisfied B) dissatisfied C) ornery D) complacent

A

Even when employees want to collaborate and are given opportunities to do so, if their work requires unusually detailed knowledge and skills, then ________ may limit their ability to communicate. A) specialization B) rivalry C) information overload D) physical barriers

A) 75 to 80 percent

Experts estimate that the average business executive spends what percentage of his or her time communicating? A) 75 to 80 percent B) 50 to 55 percent C) 25 to 30 percent D) 10 to 15 percent

C

Fatima asks, "What time will the meeting start?" Fatima's words are an example of a A) channel. B) decoding. C) message. D) context.

T

Fax, e-mail, and voice mail are examples of communication channels.

A

Felix needs to know how many people will be attending the company's lunch seminar so he can order enough food. He sends an e-mail to his coworkers asking them to let him know if they will be coming and whether or not they have any dietary restrictions. This is an example of A) instrumental communication. B) relational communication. C) identity management. D) network management.

D

Formal communication networks in organizations can be described by all of the following EXCEPT A) information sent through formal networks tends to be believed less than information heard through informal networks. B) formal networks embody management's idea of who ought to communicate to whom on the job. C) formal networks are workplace communication flows as described in organizational charts. D) formal networks are the most rapid form of communication in an organization.

B

Gary is dean of students at Cascades University. He has just e-mailed to explain what everyone's responsibilities will be during orientation. Gary has engaged in ________ communication. A) lateral B) downward C) synchronous D) informal

D

Georgia believes that she will get what she wants if she simply communicates in the "correct" way. Which of the principles of communication does Georgia fail to understand? A) One cannot communicate. B) Communication is irreversible. C) Communication is unavoidable. D) Communication is not a panacea.

F

If a message is clear enough, it will be received and understood equally well regardless of the channel by which it is sent.

F

If you are sending a message, you cannot be a receiver of a message at the same time.

T

If you forget to respond to a voice mail, your lack of response provides feedback to the person who called.

C

If you make a harsh and unkind comment to someone A) he/she will forgive and forget, as long as you apologize later. B) you can erase the unkind comment from their mind by giving the individual a compliment the next day. C) he/she is likely to remember the comment for a long time. D) your unkind comment will have little impact if it occurred during an argument, because unkind behavior is expected in that context.

A

If you want to cultivate your informal networks in an organization, you should A) treat people at all levels of the organization with gratitude and respect. B) nurture friendships primarily with those who are in top management positions. C) guard your expertise by keeping valuable information to yourself. D) impress your coworkers by describing how you were able to gain some special privileges.

C) underestimate; overestimate

In general, students ________ the importance of communication skills in the workplace and ________ their own communication skills. A) overestimate; overestimate B) underestimate; underestimate C) underestimate; overestimate D) overestimate; underestimate

T

In many organizations employees are hesitant to provide honest upward communication.

A

In the model of communication, the term "sender" refers to a person who is A) encoding ideas using words or nonverbal methods. B) interpreting words and gestures. C) providing feedback on a message. D) engaged in asynchronous communication.

C

Informal communication includes all of the following EXCEPT A) the grapevine. B) a comment about your boss that you overhear as you walk down the hall. C) performance appraisals. D) conversations around the water cooler.

T

Informal networks often provide more dependable information than formal (official) networks provide.

C

Instant messaging (IM) is a good choice for communicating messages when you A) do not want to leave a record of your communication. B) want to provide written directions for a complicated task. C) are sending a short, non-confrontational message to someone who is available to communicate with you at that moment. D) need to finish a delicate, emotionally charged conversation that was interrupted the day before.

D

International Consultants LLC has offices in 10 major cities around the world. A typical employee communications with an employee at another locations only when there is a specific reason for the two of them to talk. This demonstrates the impact of ________ on horizontal communication. A) information overload B) specialization C) rivalry D) physical barriers

C

Inés is the manager of large retail store. She wants to improve upward communication at her store. Which of the following actions would be most effective in accomplishing this? A) instituting a formal procedure for employees to report grievances B) chatting with employees about their concerns when she runs into them in the break room C) listening to an employee's concerns about shift scheduling and making changes to address them D) announcing an open-door policy, where any employee can come to her office to speak with her

D

It is important to Mikhail to be seen by his coworkers as an intelligent, serious person. In his speech and written communication with them he makes a point of avoiding contractions and using sophisticated words and phrases. This is an example of A) feedback management. B) instrumental communication. C) relational communication. D) identity management.

F

It is not a good idea to send a message via more than one channel, because that would create redundancy.

F

It's a good idea to link your LinkedIn account to your Facebook account, so you can share as much information about yourself as possible with all your acquaintances.

D

Jacinthe is on the design team at Panther Motorcycles. Her sister, Blanche, works in the mail room. Thanks to the relationship between Blanche and Jacinthe, everyone in the mail room stays up-to-date on the newest designs, even though they do not need to know about them to do their jobs. This is an example of communication through A) relational communication. B) multiple channels. C) an organizational chart. D) an informal network.

B

Josefina was so angry that she didn't even hear her brother's apology. Which type of noise hindered Josefina's ability to accurately decode her brother's message? A) physical B) psychological C) physiological D) external

A

Moira is the CEO of a consumer products manufacturer. She wants to boost creativity among her employees in the hopes that they will have new ideas that can benefit the company. Which of the following is a way to use informal communication to achieve Moira's goal? A) having the company sponsor clubs that any employee can join B) ordering each business division to submit its best idea to her C) having supervisors tell their subordinates that creativity is a top company priority D) establishing a suggestion box outside her office that anyone can use

A

Naomi is an attorney. She needs to explain to her client as clearly and precisely as possible what his options are under the law. Under these circumstances, the best channel for her to use is a A) letter. B) telephone conversation. C) meeting at his office. D) text message.

B

Networking refers to A) tennis tournaments run by the organization. B) developing contacts to gain career information and to help others in their careers. C) paying more attention to your boss than to your administrative assistant. D) comparing several software programs and selecting the best one.

T

One advantage of asynchronous forms of communication is that they encourage careful thought rather than rapid response.

T

One of the advantages of face-to-face communication when compared to written communication is that it gives you more control over the receiver's attention.

F

Organizational charts visually represent both the formal and informal networks in an organization.

C

Organizational decision makers tend to base their decisions on A) written recommendations from their direct reports. B) office gossip and rumors. C) verbal information from trusted associates. D) published government statistics.

A

Research has shown that many supervisors provide their employees with A) too little feedback. B) too much feedback. C) around the right amount of feedback. D) little or no feedback.

C

Richard works for a small local newspaper as the advertising manager. Richard thinks he has been giving his subordinates plenty of encouragement because he says "thank you" when they turn in their projects. However, Richard has just discovered that most of his subordinates think Richard isn't providing enough praise and encouragement. This example illustrates that A) meaning resides in the words of the sender. B) the verbal channel is fatally flawed. C) messages are not always understood as the sender intended. D) Richard is a good supervisor.

C

Sonakshi was just asked to send an e-mail to all of the company's department heads with information on this year's budget. To identify the department heads, Sonakshi should use A) instrumental communication. B) communication channels. C) the organizational chart. D) networking.

T

Spoken messages have a relational dimension.

F

Strategic communication is almost always unethical.

C

Strategic messages can have one of three goals. During office meetings, Sara expresses her respect for her boss by listening attentively, nodding, and taking notes. Through her actions, Sara is illustrating a ________ message. A) sequential B) content C) relational D) structured

C

Successful communication can best be understood as A) the delivery of a message in such a way that the receiver comprehends exactly what the sender was trying to say. B) a circular process in which individuals take turns sending and receiving messages to each other. C) a collaborative process in which participants create a shared understanding. D) the process of an active sender encoding a message and delivering it to a passive receiver to be decoded.

B

The Young Entrepreneur's Club holds a meeting once a month at local restaurant where businesspeople come together and meet each other. There is no particular agenda, but many attendees have found that the meetings yield valuable career information and business leads. The purpose of these meetings is A) informal communication. B) networking. C) lateral communication. D) identity management.

C

The activity of selecting words and/or nonverbal signals to express your ideas is known as A) feedback. B) context. C) encoding. D) decoding.

B

The channel of communication recommended for messages of a highly personal nature is A) e-mail. B) oral communication. C) a formal letter. D) instant messaging.

A

The channel of communication that has the highest level of nonverbal "richness" is A) face-to-face communication. B) instant messaging. C) voice mail. D) snail mail.

T

The communication model shows that the receiver often does not understand the message in the way the sender intended.

A

The definition for a formal communication network is A) a system designed by management that determines who talks to whom to get a job done. B) management by walking around. C) downward communication. D) interacting with people who share your career interests and can help you find jobs.

A

The owner of a small car dealership wanted to find a way to discourage the amount of horizontal communication that was occurring among salesmen because he (mistakenly) thought their conversations were reducing the company's sales levels. He implemented a bonus plan that required sales personnel to compete against one another to keep their jobs. In the above example, which of the following forms of discouragement is the owner using to limit horizontal communication at his company? A) rivalry B) specialization C) information overload D) physical barriers

B

The role of the receiver is to A) send messages. B) decode messages. C) encode messages. D) act as a messenger.

C) people will probably attach meaning to your actions, even when you don't intend to communicate something.\

The statement "Communication is unavoidable" means that A) if you're absent from a meeting, you are not communicating at all. B) all communication is unintentional. C) people will probably attach meaning to your actions, even when you don't intend to communicate something. D) true communication occurs only when we are face to face with another person.

B

Three nurses from the evening shift at the Holy Heart Hospital told their supervisor their ideas for some new procedures that would improve the way patients' needs are tracked. The supervisor listened to the nurses' suggestions and implemented them. The nurses' suggestions illustrate A) downward communication. B) upward communication. C) horizontal communication. D) inappropriate communication.

A

Upward communication A) may be risky for employees. B) usually involves criticism. C) is avoided by effective managers. D) is usually open and honest.

A

When Rahim's mother told him he needed to clean up his room, he rolled his eyes. This is an example of A) feedback. B) psychological noise. C) decoding. D) multiple channel communication.

B

When an individual attaches meaning to the message he/she receives, which of the following components of the communication process has occurred? A) encoding B) decoding C) channeling D) transmission

B

When management chooses a written format to communicate a decision to employees, an important characteristic of the written message is that A) there is no legal record of the communication. B) there is a permanent record of the message. C) it provides a forum for discussing management decisions. D) it is easy to improvise when using written communication.

F

When you complain to your supervisor that the new company software is not working correctly, you are using downward communication.

F

When your instructor hands out an assignment description that you will complete on your own, this is an example of horizontal communication.

B

Which of the following communication channels provides the lowest level of message richness? A) voice mail B) e-mail C) videoconferencing D) face-to-face

C

Which of the following describes most accurately the potential of effective communication? A) If you develop good communication skills, you can get what you want all the time. B) If you spend enough time communicating with someone about a misunderstanding, you will always be able to find a solution that you both like. C) If you improve your communication skills, you can increase your effectiveness in personal and business relationships. D) If two people understand each other's messages, they will never disagree.

C

Which of the following is NOT an accurate statement? A) William Schaffer, International Business Development Manager for Sun Microsystems has stated, "If there's one skill that's required for success in this industry, it's communication skills." B) There is a significant difference between communication skills of physicians with and without malpractice claims. C) Workers in high-tech fields do not need good communication skills. D) Poor communication is one of the most common reasons for errors in shooting among officers of the Los Angeles Police Department.

B

Which of the following is NOT an example of downward communication? A) A supervisor explains to an employee why a new set of procedures is being implemented. B) An employee talks to a coworker in a sneering tone of voice. C) The CEO of a company presents a motivational speech to all the sales representatives. D) The HR manager gives a presentation to her staff about a new procedure.

B

Which of the following is NOT one of the elements of the communication process? A) noise B) topic C) channel D) feedback

B

Which of the following is NOT one of the three main strategic communication goals? A) relational communication B) unintended communication C) instrumental communication D) identity management

D) Due to advanced technology, good communication skills are less important in the 21st century than in they were in the 20th century.

Which of the following is NOT true about individuals communicating in today's organizations? A) Many recruiters believe that the main factors contributing to job success in corporate America are the ability to work with others and effective communication skills. B) More than 60% of reported medical errors have been attributed to poor communication. C) The average business executive spends more than 45 minutes of every hour communicating. D) Due to advanced technology, good communication skills are less important in the 21st century than in they were in the 20th century.

D

Which of the following is a characteristic of instant messaging as a communication channel? A) personal tone B) high message control C) moderate richness D) asynchronous communication speed

C

Which of the following is a disadvantage of using face-to-face communication over other communication channels? A) There is lag time between transmission and reception of the message. B) Face-to-face communication reduces your ability to hold the receiver's attention. C) It is often difficult to schedule a time to meet face-to-face. D) It is more difficult to develop effective relationships with individuals when you use face-to-face communication.

B

Which of the following is an example of asynchronous communication? A) a face-to-face meeting B) an e-mail exchange C) a video chat D) a telephone conversation

C

Which of the following is true about the role of communication networks in organizations? A) Small organizations do not have any formal communication networks. B) All organizations use the same type of formal communication structure. C) Formal communication networks are designed by management. D) A communication network eliminates the presence of conflicting information in an organization.

B

Which of the following statements describes communication most accurately? A) When we experience a misunderstanding, better communication can always solve the problem. B) The meaning of every message we send is affected by the communication context. C) Fortunately, if we have hurt someone's feelings by our words, we can erase all bad feelings by apologizing. D) Honest people will not face ethical challenges as they communicate at work.

A) You cannot communicate.

Which of the following statements is TRUE? A) You cannot communicate. B) Most communicators at work send more messages than they receive. C) It is possible to take back a message after another person has received it. D) Context has little to do with successful communication.

C

Which of the following websites is specifically designed for business networking? A) Google B) Facebook C) LinkedIn D) Bloomberg

B

Which of the following would NOT provide feedback to the sender? A) deciding not to answer a phone message from your ex-girlfriend B) browsing through a company's catalog to see what styles of shoes they offer C) falling asleep during a boring meeting D) sending a letter to the editor of your local newspaper in response to an article the paper published

D

Which type of communication should be used if you are presenting ideas when you need to gather instantaneous feedback? A) written communication B) voice mail C) teleconferencing D) face-to-face communication

A

You should choose written communication in preference to other channels when A) you want to decrease your chance of making errors. B) the situation requires a personal touch. C) you want to save time. D) there is a need for immediate feedback.

F

Your mother meets you at the door after a date and says, "Tell me all about it!" You glance at her and walk straight to your room without saying a word. In this situation, you have been able to avoid communicating, even though another person was present.

A

________ refers to the words and nonverbal methods a person uses to communicate ideas. A) The message B) The encoding C) Physical noise D) The channel