MAN3025 Chapter 15

Drag and drop the description (on the right) against the corresponding type of communication barrier (on the left). 1. Sender Barrier 2. Encoding Barrier 3. Medium Barrier 4. Decoding Barrier 5. Receiver Barrier

1. Sender Barrier: No message is sent. 2. Encoding Barrier: A message is incorrectly expressed. 3. Medium Barrier: The channel of communication is blocked. 4. Decoding Barrier: The recipient is unable to understand the message. 5. Receiver Barrier: The message is unable to be received.

What is the ability to recognize and understand another person's feelings and thoughts? A. Empathy B. Telepathy C. Sympathy D. Apathy

A. Empathy

How does having a social media policy benefit a business? A. It helps prevent employees from posting inappropriate online comments that damage the company's reputation. B. It allows the company to monitor what employees are doing on the Internet after they leave work. C. It provides a legal defense when a customer sues the business over factual errors on its website. D. It prevents customers from complaining online about their experiences with the business.

A. It helps prevent employees from posting inappropriate online comments that damage the company's reputation.

Which of the following is an example of a physical barrier to communication? A. Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together. B. Raphael, who speaks French, cannot understand Ingrid, who speaks Norwegian. C. Joshua tells his daughter to purchase a CD, meaning "certificate of deposit," but she thinks he means "compact disc." D. Nikki has caught her coworker lying several times, and she now believes little of what the coworker says.

A. Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.

How do men and women differ when making requests? A. Men tend to direct; women tend to ask. B. Men tend to show uncertainty; women tend to hide uncertainty. C. Men tend to lean back; women tend to lean forward. D. Men tend to listen; women tend to interrupt.

A. Men tend to direct; women tend to ask.

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them? A. Mindlessness B. Empathy C. Animosity D. Information overload

A. Mindlessness

What type of communication consists of messages sent outside of the written or spoken word? A. Nonverbal B. Grapevine C. Verbal D. Informal

A. Nonverbal

To avoid errors in writing, what precautions should be taken with every business communication? (Choose every correct answer.) A. Pay particular attention to the spelling of people's names and titles. B. Use software such as spelling and grammar checkers instead of proofreading the text yourself. C. Watch for auto-correct errors. D. Use the modern, more casual form of words instead of the "correct" spelling and grammar found in dictionaries.

A. Pay particular attention to the spelling of people's names and titles. C. Watch for auto-correct errors.

What does a social media policy for a business typically specify? A. When employees are allowed to use social media B. Which social media sites an employee is allowed to access outside of work C. What consequences will be imposed on employees who fail to comply D. Who is allowed to participate in social media at work

A. When employees are allowed to use social media C. What consequences will be imposed on employees who fail to comply D. Who is allowed to participate in social media at work

Which statements accurately describe the way gender influences communication? (Choose every correct answer.) A. Women emphasize sharing over reporting. B. Men are less apt talk over others. C. Men are less likely to admit when they feel uncertain. D. Women are more apt to brag about their accomplishments.

A. Women emphasize sharing over reporting. C. Men are less likely to admit when they feel uncertain.

The transfer of information and understanding from one person to another is known as ______. A. communication B. verbal processing C. data conversion D. knowledge

A. communication

Active listening is the process of: A. decoding and interpreting verbal messages. B. listening to your counterpart while moving. C. listening to a communicator while multi-tasking. D. recording a message in order to review its content later.

A. decoding and interpreting verbal messages.

During an argument with a coworker, Analiese became increasingly hostile and profane. This would best be described as ______ communication. A. defensive B. nondefensive C. upward D. nonverbal

A. defensive

An email, a handwritten notice, or a voicemail are each an example of a(n) ______ in the communication process. A. medium B. decoding step C. encoding step D. noise

A. medium

Juanita typed a long message to her professor asking for an extension on her paper's due date, but before she could hit send the battery on her laptop died and she lost the message. This is an example of a(n) ______ barrier to communication. A. medium B. feedback C. encoding D. decoding

A. medium

After a staff meeting in which a coworker criticized Elena, she approached him and stated calmly, "I am unhappy about the way you treated me during the meeting, and I want to discuss it." This is an example of ______ communication. A. nondefensive B. nonverbal C. defensive D. downward

A. nondefensive

Colin decides to use Twitter to solicit feedback about a new product his company is introducing. In this case, Twitter is an example of ______ media. A. social B. cyberloafing C. television D. news

A. social

What are some of the main causes of poor listening in modern times? (Choose every correct answer.) A. Diminishing intelligence B. Cell phones C. Information overload D. Mindlessness

B. Cell phones C. Information overload D. Mindlessness

How does access to social media tend to increase an organization's productivity? (Choose every correct answer.) A. Ability to connect with personnel day and night B. Higher performance C. Greater job satisfaction D. Better collaboration among employees

B. Higher performance C. Greater job satisfaction D. Better collaboration among employees

What type of communication channels do not follow the chain of command and develop outside the formal structure of the organization? A. Vertical B. Informal C. Linguistic D. Horizontal

B. Informal

What technology has most profoundly changed the principles of management and the nature of how businesses operate? A. Security systems B. Online social media C. Photocopy machines D. Page-design software

B. Online social media

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process? A. Sender B. Receiver C. Medium D. Encoder

B. Receiver

According to Dale Carnegie, what are the three rules of an effective speech? A. Look them in the eye. B. Say it. C. Tell them what you are going to say. D. Repeat it. E. Tell them what you said.

B. Say it. C. Tell them what you are going to say. E. Tell them what you said.

Which of the following are types of informal communication channels? (Choose every correct answer.) A. A public announcement B. The office grapevine C. Face-to-face communication D. A newsletter

B. The office grapevine C. Face-to-face communication

Why do businesses establish a presence on social media platforms? A. To monitor employees B. To increase brand awareness C. To interact with customers D. To increase sales

B. To increase brand awareness C. To interact with customers D. To increase sales

Businesses can increase productivity by encouraging managers and employees to use social media to ______. A. take hourly breaks for socializing while at work B. enhance their individual performance C. maintain constant communication among personnel D. monitor what other employees are doing with their time

B. enhance their individual performance

An organization's ______ communication channels include official memos, letters, reports, and announcements. A. grapevine B. formal C. obsolete D. informal

B. formal

The information that is shared in the communication process is called the ______. A. noise B. message C. cypher D. feedback

B. message

Which is the most media-rich type of communication? A. A text message B. A company newsletter C. A face-to-face conversation D. A phone call

C. A face-to-face conversation

Identify the disadvantages brought about by the digital age. (Choose every correct answer.) A. Decreased communication B. Lack of innovative solutions C. False information D. Cyberloafing E. Security breaches

C. False information D. Cyberloafing E. Security breaches

Cross-cultural barriers to communication often result from which differences? A. Physique B. Gender C. Style D. Language

C. Style D. Language

Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of ______ communication. A. external B. grapevine C. formal D. informal

C. formal

The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a(n) ______ barrier. A. encoder B. sender C. physical D. psychological

C. physical

Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing these unexpected audience reactions? A. Tendency to judge others' messages B. Faulty listening skills C. Lack of credibility D. Cultural differences

D. Cultural differences

What type of communication channels do not follow the chain of command and develop outside the formal structure of the organization? A. Vertical B. Linguistic C. Horizontal D. Informal

D. Informal

Sarah emails Joyce to let her know about a job opening. What is Sarah's role in the communication process? A. Medium B. Receiver C. Decoder D. Sender

D. Sender

The process of actively decoding and interpreting verbal messages is known as ______ listening. A. communicative B. level 1 C. passive D. active

D. active

Good communicators are ______ and effective. That is, their messages are transmitted in a short time and people understand them. A. deliberate B. formal C. measured D. efficient

D. efficient

Miriam's employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating ______. A. ambivalence B. role reversal C. encoding D. empathy

D. empathy

The digital era and social media have caused major problems for businesses, including security breaches and ______. A. reduced diversity B. increased privacy C. high turnover D. false information

D. false information

How well a particular medium conveys information and promotes learning is called ______. A. noise resistance B. jargon C. semantics D. media richness

D. media richness

Nanci needs to let Morgan know that the production line will be down until tomorrow and the items she needs to ship to the customer will not be ready on time. The information Nanci wants to share is called the ______. A. noise B. cypher C. feedback D. message

D. message

Eye contact, facial expressions, and body movements and gestures are forms of ______ communication. A. formal B. hierarchical C. electronic D. nonverbal

D. nonverbal

In the communication process, the person for whom the message is intended is the ______. A. medium B. sender C. encoder D. receiver

D. receiver

In the communication process, the ______ is the person wanting to share information. A. receiver B. messenger C. decoder D. sender

D. sender

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as ______. A. email clients B. communication enhancers C. chat clients D. social media

D. social media

The means by which a communicator sends a message is called ______. A. the encoding B. feedback C. noise D. the medium

D. the medium

True or false: The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.

False

True or false: The prevalence of texting has made grammar and spelling rules less important in business communication.

False