Chapter 17 MC
101 : When an e-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
a
103 : Which of the following is not a formal communication channel? A : Gossip B : Horizontal communication C : Downward communication D : Upward communication E : All of these are formal communication channels.
a
104 : Which of the following is the most familiar and obvious flow of formal communication? A : Downward communication B : Gossip C : Horizontal communication D : Upward communication E : Vertical communication
a
107 : Which of the following statements about social media is true? A : Most companies use social media for communicating with customers and enhancing employee collaboration. B : Companies have been slow to embrace social media. C : The term social media includes wikis, blogs, and e-commerce sites. D : Social media has boosted U.S. productivity significantly. E : All of these statements about social media are true.
a
110 : Which of the following is a disadvantage of letters and memos? A : Slow feedback B : No permanent record C : Difficult to disseminate D : Spontaneous E : All of these are disadvantages of letters and memos.
a
112 : All of the following are advantages of gossip in the organization except: A : it can effectively replace formal downward communication and be used as the organizations only source of information, especially during times of significant organizational change. B : it is a useful warning system that helps managers learn about internal situations or events that might need their attention. C : it moves information throughout the organization more rapidly than formal channels. D : it may give marginalized employees an opportunity to have a voice. E : it is a way employees relieve feelings of tension and anxiety.
a
118 : __________ refers to acquiring and cultivating personal relationships that cross departmental, hierarchical, and even organizational boundaries. A : Personal networking B : Gossip C : Fundraising D : Network nurturing E : None of these
a
121 : All of the following are ways managers can improve their writing skills except: A : writing lengthy explanations. B : respecting the reader. C : getting a second opinion. D : knowing their point and getting to it. E : writing clearly rather than impressively.
a
61 : Which of the following statements about gender differences in communication is true? A : Mens conversations tend to focus on hierarchy. B : When men make decisions, they tend to process and think of options out loud. C : When a woman nods, it means that she agrees. D : For most men, conversation is primarily a language of rapport. E : Men typically score higher than women on abilities such as fostering communication and listening.
a
75 : A __________ refers to a communication structure in which team members freely communicate with one another and arrive at decisions together. A : decentralized network B : centralized network C : linear network D : circular network E : gossip structure
a
77 : Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news? A : Face-to-face discussion B : E-mail C : Instant messaging D : Telephone E : Handwritten letter
a
78 : Which of the following communication channels should not be used when a permanent record is required? A : Telephone call B : Memo C : E-mail D : Letter E : Report
a
79 : __________ is the amount of information that can be transmitted during a communication episode. A : Channel richness B : Communication load C : Encoding D : Upward communication E : Feedback
a
83 : __________ does not focus on a single receiver, uses limited information cues, and does not permit feedback. A : A bulletin B : A telephone conversation C : Videoconferencing D : Face-to-face discussion E : A personal memo
a
85 : __________ is typically ambiguous, concerns novel events, and involves great potential for misunderstanding. A : A nonroutine message B : Channel richness C : A routine message D : Feedback E : Nonverbal communication
a
86 : When informing your staff of the date for the company picnic, a __________ would be most practical and successful. A : memo B : telephone conversation C : videoconference D : face-to-face conversation E : newspaper notice
a
100 : Good listeners exhibit all of the following characteristics except: A : asking questions. B : having preconceptions. C : tolerating bad habits. D : judging content, not delivery errors. E : searching for common ground.
b
106 : Information typically communicated upward includes all of the following except: A : problems and exceptions. B : indoctrination. C : suggestions for improvement. D : financial and accounting information. E : grievances and disputes.
b
114 : Which of the following is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements? A : Downward communication B : Horizontal communication C : Upward communication D : Vertical communication E : Informal communication
b
117 : Ron, a new associate at Barkley and Sons, is working to cultivate personal relationships with individuals outside of his department, in hopes that someday these relationships will help him succeed professionally. Ron is developing which of the following? A : Informal channel of communication B : Personal communication network C : Organizational grapevine D : Focus group E : Career pathway team
b
55 : __________ refers to people talking across boundaries and hierarchical levels about the team or organizations vision, critical strategic themes, and the values that help achieve important goals. A : Tactical discussion B : Strategic conversation C : Intentional chat D : Calculated exchange E : Deliberate talk
b
56 : Communication is the process by which information is: A : shared. B : exchanged and understood by two or more people, usually with the intent to influence or motivate behavior. C : received. D : transmitted to others. E : stored.
b
59 : In the communication process, which of the following has the responsibility to decode the symbols to interpret the meaning of the message? A : Sender B : Receiver C : Channel D : Filter E : Middleman
b
65 : Which communication channel would be most successful to inform managers of an impending company-wide layoff? A : Telephone conversation B : Face-to-face discussion C : Electronic media D : Written media E : None of these
b
67 : Which of the following statements/questions best illustrates communicating with candor? A : You drive me crazy by leaving stacks of paper all over the place. B : Im finding it hard to get our work done with all of these stacks of paper on the table. C : Why dont you clean up this mess you made? D : Are you this messy at home? E : All of these illustrate communicating with candor.
b
69 : When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals personalities. These are all examples of: A : listening. B : nonverbal communication. C : empathizing. D : direct communication. E : nuance communication.
b
71 : Which of the following is not a way to effectively communicate to persuade or influence others? A : Use multiple media to send important messages B : Use I statements C : Connect emotionally D : Build goals on common ground E : Establish credibility
b
72 : One important factor that shapes a managers selection of a communication channel is: A : the intelligence level of the employee. B : the amount of information to be communicated. C : the managers preferred leadership style. D : the relationship between the manager and employee. E : all of these.
b
74 : A centralized network is: A : one in which team members are free to interact with any of the team members. B : one in which team members communicate through one individual to make decisions. C : one in which team members communicate with an assigned partner. D : one in which team members work independently and there is no need for communication. E : none of these.
b
82 : Which of the following is the richest medium for communication? A : Telephone conversations B : Face-to-face discussion C : Electronic media D : Written media E : Voice mail
b
84 : Which of the following has the lowest channel richness? A : E-mail B : Bulletin C : Face-to-face communication D : Telephone E : Memo
b
87 : Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as __________ messages. A : nonroutine B : routine C : instant D : grapevine E : qualitative
b
93 : Most executives now recognize that important information flows from the: A : top down. B : bottom up. C : diagonal level. D : horizontal level to the diagonal level. E : internal to the external.
b
94 : __________ involves the skill of grasping both facts and feelings to interpret a messages genuine meaning. A : Communication B : Listening C : Managing D : Reception E : Telling
b
98 : A poor listener: A : skips over delivery errors. B : pays attention only to ideas that conform to his or her own opinions. C : listens to central themes. D : lets the other person do most of the talking. E : tolerates bad habits.
b
99 : Characteristics of a good listener are someone who: A : asks questions, listens for facts, and fights distractions. B : asks questions, paraphrases what is said, 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 tunes out if delivery is poor.
b
102 : __________ exist(s) when an organization does 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
c
113 : Upward communication is usually 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.
c
115 : __________ communication channels exist outside formally authorized workplace channels. A : Decentralized B : Upward C : Personal D : Horizontal E : Downward
c
116 : During breaks at work, Albert and Daphne talk occasionally about the problems that they are working on at work, in hopes that they can help each other out. This is an example of what type of organizational communication? A : Virtual communication B : Decentralized communication C : Horizontal communication D : Downward communication E : Upward communication
c
120 : The grapevine is an important means of communication that exists in companies. Most of the information passed through the grapevine is: A : personal information. B : vicious gossip. C : business-related. D : destructive because it is not accurate. E : none of these.
c
58 : The receiver __________ the symbols to interpret the meaning of the message. A : encodes B : transmits C : decodes D : responds to E : must ignore
c
63 : Selina is meeting with her subordinate, Mike, for his annual performance review. At the end of the review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike is engaging in which component of the communication process? A : Selecting a channel B : Sifting through noise C : Providing feedback D : Encoding the message E : Decoding the message
c
66 : Managers communication is __________-directed, in that it directs everyones attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way that will help to achieve those goals. A : image B : idea C : purpose D : communication E : need
c
73 : Sharon is part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group? A : Linear B : Centralized C : Decentralized D : Focused E : All of these
c
76 : The traditional top-down, command-and-control approach to organizational communication is giving way to a more dynamic form of communication that is characterized by __________, which involves a give-and-take exchange of information. A : redundant communications B : upward communication C : organizational conversations D : communication apprehension E : gossip
c
80 : Channel richness is the: A : number of messages a channel can carry at one time. B : speed in which messages can be carried. C : amount of information that can be transmitted during a communication episode. D : number of channels available at any one time. E : profitability potential of a proposed channel.
c
105 : Downward communication is usually used to communicate information about all of the following except: A : indoctrination. B : procedures and practices. C : performance feedback. D : suggestions for improvement. E : implementation of goals and strategies.
d
108 : Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the companys 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
d
119 : Which of the following links employees in all directions, ranging from the CEO through middle management, support staff, and line employees? A : Management by wandering around B : Vertical communication C : Diagonal communication D : The grapevine E : Upward communication
d
122 : Research indicates that within _____ hours, most people retain only _____ percent of what theyve heard. A : 24; 10 B : 24; 25 C : 48; 20 D : 48; 25 E : 72; 10
d
123 : Which of the following has the purpose of requesting support and coordinating activities? A : Downward communication B : Upward communication C : Feedback D : Horizontal communication E : None of these
d
60 : __________ and __________ are potential sources for communication errors, because individual differences, knowledge, values, attitudes, and background act as filters. A : Encoding; the channel B : Encoding; noise C : Decoding; the channel D : Decoding; encoding E : Decoding; noise
d
62 : Jenna composes an e-mail from home to her boss to inform him that she will be late getting to work that day. The act of composing an e-mail involves which stage of the communication process? A : Selecting a channel B : Sifting through noise C : Providing feedback D : Encoding the message E : Decoding the message
d
68 : Compared to men, women tend to: A : use verbal language to exhibit knowledge and skill. B : stare and point more. C : enjoy demonstrating their knowledge. D : use their unique conversational style to show involvement. E : value their position at center stage.
d
81 : YouTube is an example of a: A : wiki. B : blog. C : microblog. D : content community. E : virtual social world.
d
89 : GE and Tupperware Nordic are two companies that: A : use centralized communication networks. B : require their top managers to attend monthly seminars on effective communication. C : operate successfully without using any form of social media. D : use social media as an effective employee engagement tool. E : have a strong commitment to social responsibility through a Go Green philosophy
d
90 : Examples of nonverbal communication include all of the following except: A : posture. B : facial expression. C : voice. D : a written memo. E : dress.
d
91 : Research found which source of communication cues during face-to-face communication has the most weight in message interpretation? A : The pitch of a persons voice B : The actual spoken words C : Posture D : Facial expressions E : The tone of a persons voice
d
92 : __________ refers to messages sent through human actions and behavior rather than through words. A : Verbal communication B : Oral communication C : Written communication D : Nonverbal communication E : E-mail
d
96 : Highly successful salespeople spend __________ percent of a sales call letting the customer talk. A : 15 to 20 B : 25 to 35 C : 40 to 50 D : 60 to 70 E : over 90
d
97 : Keys to effective listening include all of the following except: A : resist distractions. B : listen actively. C : judge content, not delivery. D : have preconceptions. E : All of these are keys to effective listening.
d
109 : If Silvia is the sender of a message, what elements of the communication process does she perform? A : Encodes and decodes the message B : Decodes the message and provides feedback C : Encodes the message and provides feedback D : Decodes the message and selects the channel E : Encodes the message and selects the channel
e
111 : Good listening requires a high degree of: A : empathy. B : consciousness. C : self-awareness. D : analytical skills. E : emotional intelligence.
e
124 : Which of the following is the best advice for written communication that is highly important? A : Use technology channels to distribute the message B : Use pretentious language C : Keep it long D : Use jargon E : Get a second opinion
e
57 : Managers spend at least _____ percent of every working day in direct communication with others. A : 20 B : 35 C : 60 D : 75 E : 80
e
64 : Which of the following is a communication channel a manager might possibly use? A : Use social media B : Make a telephone call C : Send an e-mail D : Have a face-to-face conversation E : All of these
e
70 : Research has shown that a culture of __________ communication offers many benefits to an organization and its employees, including higher productivity, better decision making, and lower turnover rates. A : downward B : formal C : closed D : horizontal E : open
e
88 : The term __________ is defined as an individuals level of fear or anxiety associated with either real or anticipated communication. A : leadership trepidation B : public consternation C : anticipation nervousness D : communication medium E : communication apprehension
e
95 : Listening is about _____ percent of effective communication. A : 10 B : 25 C : 40 D : 50 E : 75
e
