Chapter 13 Business Test

________ is dialogue with the goal of helping another be more effective and achieve his or her full potential on the job. A) Coaching B) Stereotyping C) Blogging D) Podcasting E) Filtering

A) Coaching

_____is true dialogue between two committed people engaged in joint problem solving. A) Coaching B) Sponsoring C) Filtering D) Managing E) Communicating

A) Coaching

Linda Rodriguez, CEO of UltraHealth, realizes that she needs to formally communicate to her division vice presidents that the board of directors has increased the firm's profit expectations by 10 percent, and that any vice president whose division underperforms this target will be replaced. What do you think is the best way for Linda to officially communicate this information to her vice presidents? A) In a downward fashion, via formal memo, to convey expectations and outcomes. B) In an upward fashion, via formal memo, to maintain positive morale. C) In a horizontal fashion, via formal memo, to maintain equity among the vice presidents. D) By the grapevine (informal means) to maintain esprit de corps. E) By informal conversation, so as to not commit expectations in writing.

A) In a downward fashion, via formal memo, to convey expectations and outcomes

"We have agreed with the client on the simple topics in the contract, using back-and-forth e-mails and edited files. However, the next topics in the contract are going to be difficult to negotiate," said Jonas. "I will call the client and suggest that we meet in their offices for a few days, face-to-face, to hammer out an agreement on the tough topics." Why did Jonas suggest this approach? A) In online bargaining, negotiators distrust one another more than in face-to-face negotiations. B) In online bargaining, complex problems can be solved. C) In online bargaining, people are confident that they will be highly satisfied with the outcome. D) In online bargaining, communicators can pick up on subtle, nonverbal clues. E) In online bargaining, decisions will be more quickly made, of higher quality, and more satisfying.

A) In online bargaining, negotiators distrust one another more than in face-to-face negotiations

Select the true statement regarding the use of electronic media at work. A) It encourages more people to participate and share their ideas with others. B) It is effective for solving all types of complex problems. C) It aids interpretation of subtle nonverbal cues conveyed by a sender. D) It engenders more trust among users than face-to-face communication. E) It does not allow sensitive or private information to be leaked.

A) It encourages more people to participate and share their ideas with others

________ is the degree to which a communication channel conveys information. A) Media richness B) Locus of control C) Media thickness D) Span of control E) Message intensity

A) Media richness

Select the true statement regarding one-way communication as compared to two-way communication. A) One-way communication is faster and easier for the sender than two-way communication. B) One-way communication is more time-consuming than two-way communication. C) One-way communication is more accurate than two-way communication. D) One-way communication is more effective than two-way communication. E) One-way communication is more likely to be understood than two-way communication.

A) One-way communication is faster and easier for the sender than two-way communication

________ is a transmission of information wherein the receiver of a message provides feedback and the sender is receptive to the feedback. A) Two-way communication B) Mass communication C) Groupthink D) Intrapersonal communication E) Filtering

A) Two-way communication

________ refers to a set of Internet-based applications that encourage user-provided content and collaboration. A) Web 2.0 B) Fax C) Telegraphy D) Multimedia E) Teleconferencing

A) Web 2.0

An advantage of using electronic media at work is that it A) enables routine messages to be delivered with speed. B) is effective for solving complex problems. C) enables interpretation of subtle nonverbal cues conveyed by a sender. D) engenders more trust among users than face-to-face communication does. E) safeguards sensitive or private information.

A) enables routine messages to be delivered with speed

When you withhold, ignore, or distort information, you are using the process of A) filtering. B) decoding. C) perception. D) nonverbal behavior. E) verbal behavior.

A) filtering

Frank Whitley, CEO of ParaGold, announced, "As part of our cost-cutting campaign, we're going to remove two layers of management. That cost reduction will create an added benefit of preserving intact the corporate messages that I communicate from my office, to all levels of the organization. I'm afraid that, in the past couple of years, our employees have received distorted or incomplete messages after having passed through multiple layers of management." Frank was acknowledging that A) filtering of downward communication is less of a problem in flatter organizations. B) perception of downward communication is always positive in a flatter organization. C) open-book management can never be employed in a tall organization. D) information overload is always a problem in tall organizations. E) inconsistent communication never occurs in a flatter organization.

A) filtering of downward communication is less of a problem in flatter organizations

"Don," said Sasha, production manager, "You were an hour late to work today, the third time in six weeks. I counseled you about this problem the previous two times. With this third infraction, I am putting you on formal performance probation, effective immediately. Please read this memo from me to you, with a copy to Human Resources, outlining my expectations of you regarding punctuality, and the outcomes if you are able to meet these expectations or not." The memo is an example of ________ communication. A) formal B) upward C) horizontal D) filtered E) perceptive

A) formal

Some companies use ________ to create buzz and excitement in advance of a new product launch. A) informal rumors B) grapevine gossip C) planned communications D) e-mail communication E) web-based social media

A) informal rumors

Michelle needs a decision today about a product release. In an e-mail she asks for input from her team that is more in-depth than, "Looks good to me." However, as she had feared her team members' input lacks specificity or suggestions. The disadvantage of electronic communication that Michelle is experiencing is that it A) may not be effective for solving some types of complex problems. B) encourages more people to participate and share their ideas with others. C) enables routine messages to be delivered with speed and efficiency. D) engenders more trust among users than does face-to-face communication. E) reduces the time to communicate.

A) may not be effective for solving some types of complex problems

Edward had tossed and turned all night, sleeping poorly, worrying about his production management responsibilities. Now, in this morning's meeting with Tanya, his best worker, he can barely stay awake, much less pay attention to what she is saying. The communication process is being hampered by A) noise. B) ambiguity. C) perceptual bias. D) a language barrier. E) an attitudinal barrier.

A) noise

After an employee was overheard by a client in a public setting, talking about the client's confidential information, the CEO sent out a companywide e-mail reminding employees of the need for confidentiality. The e-mail was a(n) ________ communication. A) one-way B) two-way C) filtered D) perceptive E) boundaryless

A) one-way

Dillion is being trained at his new job, but is having trouble communicating with his trainer, Amber. As a result, Amber feels that Dillon is negative and not willing to work. Even when talking with him, she still feels he is insincere because she has preconceived notions from his past behavior. In this scenario, Amber's ________ does not allow her to interpret Dillon's statements correctly. A) perception B) self-efficacy C) locus of control D) self-esteem E) motivation

A) perception

When making a presentation to an audience who speaks a different language, A) repeat each important idea using different words to explain the same concept. B) eliminate facial and hand gestures as they distract the audience. C) use passive verbs. D) use colloquial expressions frequently. E) avoid pausing between sentences.

A) repeat each important idea using different words to explain the same concept

"Boss, I frequently hear gossip and rumors on the grapevine—some of it rather disturbing. How do you advise that I deal with this information?" asked Bobby. Sam replied, "In my experience as an employee and as a manager, I advise you to A) seek more information without stirring the pot." B) plant a false rumor to track its communication path." C) not develop a network of people." D) avoid the grapevine." E) amplify the gossip, electronic or whispered, to flush out the source."

A) seek more information without stirring the pot."

________ communication moves upward, downward, or horizontally. A) Informal B) Formal C) Grapevine D) External E) Social

B) Formal

________ communication is information shared among people on the same hierarchical level. A) Vertical B) Horizontal C) Upward D) Downward E) Intrapersonal

B) Horizontal

________ is any interference in the communication process that blocks perfect understanding. A) A cue B) Noise C) An amplifier D) Reinforcement E) Ambiguity

B) Noise

Emma took an extended break from work because she wanted to take a three-month course in geneaology. However, her supervisor refused to grant her leave, explaining to her in a face-to-face meeting that there were too many projects with deadlines nearing, and he could not afford to let employees take long breaks. Although argumentative at first, Emma understood and consented to stay. Why was oral communication more appropriate than written communication for Matthew to use in this situation? A) Oral communication can be revised several times before being sent. B) Oral communication is more persuasive than written communication. C) Oral communication provides no opportunity for questions to be asked and answered. D) Oral communication provides more time to analyze the message than written communication. E) Oral communication becomes a permanent record that can be saved.

B) Oral communication is more persuasive than written communication

Select the true statement regarding perception. A) Perceptual processes primarily involve withholding, ignoring, or distorting information. B) Perception is subjective because people's self-interested motives and attitudes toward the sender and the message bias their interpretations. C) Communication becomes ineffective when people incorporate others' perspectives into their interpretation of issues. D) The human tendencies to perceive subjectively underlie much of the effective communication. E) As a result of perception, it can be assumed that the other person exactly means what a receiver thinks he or she means.

B) Perception is subjective because people's self-interested motives and attitudes toward the sender and the message bias their interpretations

Jack, an American sales manager, travels to Argentina to make a business presentation. His counterpart, Santiago, does not speak English very well. During the presentation, when Jack pauses after a question, Santiago takes a long time to respond. When he does respond, he uses poor grammar and mispronunciations. How should Santiago's reaction be interpreted? A) Santiago lacks experience in his field. B) Santiago is thinking slowly in his language. C) Santiago is not interested in the presentation. D) Santiago has poor knowledge of the topic. E) Santiago is stereotyping Jack.

B) Santiago is thinking slowly in his language

Ryan, a team leader, completed the performance analysis of his team members. Before the team members could access them, Ryan sent the reports to a senior manager via e-mail. Which of the following is a reason why he should avoid using electronic media to send the report? A) Electronic media does not provide a permanent record of communication for later reference. B) Sensitive or private information can be leaked or sent to a wrong recipient. C) Electronic media is an inaccurate tool to deliver routine messages. D) Electronic media may not be effective for solving some types of complex problems. E) Messages do not remain the same after they have been relayed to others.

B) Sensitive or private information can be leaked or sent to a wrong recipient

________ refer(s) to online publications created with contributions from many authors/users. A) Really simple syndication B) Wikis C) Blogs D) Podcasts E) Social networking

B) Wikis

E-mail is most appropriate for A) resolving conflicts. B) communicating routine messages. C) exchanging confidential information. D) communicating subtle, nonverbal, or inflectional clues. E) exchanging large quantities of complex information.

B) communicating routine messages

Yuto, a sales professional from Japan, and Aarav, a potential client from India, are having problems understanding each other's expectations while attempting to negotiate a services contract. This is most likely because A) they are both using active verbs in their conversation. B) communication breakdowns often occur when business transactions take place between people from different countries. C) communications between them includes clear, slow speech, with frequent enunciation of words. D) they are repeating important ideas using different words to explain the same concept. E) they are using visual restatements, such as pictures, graphs, and tables, to supplement their speech.

B) communication breakdowns often occur when business transactions take place between people from different countries

Sandra tried to explain the problem she was having, but her manager, Tabitha, kept interrupting her. Finally, in frustration, Sandra returned to her workstation, even though Tabitha never did grasp the key points that Sandra was attempting to communicate. This lack of communication is an example of A) perceptual bias. B) decoding problems. C) intrapersonal communication. D) groupthink. E) stereotyping.

B) decoding problems

Kingsley Phipps, CEO of Red Storm Enterprises, announced to his vice presidents, "Effectively immediately, we will no longer do business with Blue Stone Supplies. I have encountered too many instances of unethical communications from their executives. More specifically, I have heard them ________ to achieve personal gain." A) speak truthfully, omit negative information, or state opinions as facts B) exaggerate, omit negative information, or state opinions as facts C) speak truthfully, omit negative information, or state facts as opinions D) exaggerate, omit negative information, or state facts as opinions E) exaggerate, include negative information, or state opinions as facts

B) exaggerate, omit negative information, or state opinions as facts

People are more likely to remember and buy into a speaker's message if the speaker can A) exclude emotional content from it. B) express it as a simple story. C) include jargon in it. D) express it using fancy words. E) avoid using nonverbal signals while communicating it.

B) express it as a simple story

Westin said to his division manager, "Roberto, if we win the Johnson contract next year, my business unit will contribute a profit of $1.5 million to your division. But, the odds of us winning the contract are quite small, so my annual plan should assume a profit of $0.8 million, which is still a record high number for us. That is much more realistic, but still challenging." "Great," said Roberto, "I'll put you down for $1.5 million." Westin left the meeting, frustrated that Roberto appeared to ignore him. Roberto was guilty of A) encrypting. B) filtering. C) encoding. D) bootlegging. E) stereotyping.

B) filtering

You are under a(n) ________ if you think there is a perfect correlation between what you say and what people hear. A) misconception B) illusion C) delusion D) hallucination E) spell

B) illusion

Barney prefers one-on-one conversation. And Fred agrees that type of communication has its place, but that electronic communications, such as e-mail, Twitter, and Facebook, have a key advantage in that A) sensitive or private information can be safely transmitted. B) information can be shared rapidly with a large number of people. C) higher-quality decisions can be made in comparison to face-to-face communication. D) complex problems can be solved effectively. E) more trust is engendered among users than with face-to-face communication.

B) information can be shared rapidly with a large number of people

An advantage of one-way communication over two-way communication is that it A) is more accurate than two-way communication. B) is less difficult and time-consuming than two-way communication. C) helps the receivers understand the information better when compared to two-way communication. D) provides better scope for opinions and suggestions than two-way communication. E) creates fewer problems in the process when compared to two-way communication.

B) is less difficult and time-consuming than two-way communication

An advantage of electronic communication within organizations compared to other methods is that A) it takes less time to make higher-quality group decisions. B) it reduces time and expenses devoted to traveling. C) there is lesser risk of leaks or negative portrayals. D) there is enhanced ability to solve complex problems. E) it is easier to pick up subtle, nonverbal clues.

B) it reduces time and expenses devoted to traveling

Coolness, lack of interest, and a feeling of superiority are all signals of A) negative verbal communication. B) negative nonverbal communication. C) positive verbal communication. D) positive nonverbal communication. E) status updates.

B) negative nonverbal communication

Sage met her manager to discuss an issue she was facing in the office. During the meeting, her manager's phone was constantly ringing. This made it difficult for Sage to explain her problem clearly. Her manager, distracted by the ringing phone, could not grasp the significance of the problem and sent Sage back with half-hearted promises to take appropriate action. In this scenario, the ringing telephone represents A) a cue. B) noise. C) a filter. D) a communication channel. E) media richness.

B) noise

An advantage of ________ communication is that the receiver of a message can gauge a sender's sincerity. A) written B) oral C) perceptive D) filtering E) mass

B) oral

A disadvantage of using electronic media at work is that A) expenses are increased. B) private information may get leaked. C) decision making becomes inefficient in terms of quality. D) information can be shared only within small groups. E) simple problems cannot be solved.

B) private information may get leaked

An advantage of oral communication is that the A) message can be revised several times before being released. B) receiver can gauge the sender's sincerity. C) message remains the same even after it is relayed through others. D) receiver has more time to think about the message. E) message becomes a permanent record that can be saved.

B) receiver can gauge the sender's sincerity

In a conversation during lunch, Billy was casually discussing with other managers how they can improve the competition and team spirit within the organization by arranging a soccer match between different departments. This organizational communication exemplifies A) asynchronous communication. B) the grapevine. C) intrapersonal communication. D) filtering. E) groupthink.

B) the grapevine

"It's been two days since I sent the e-mail, and I still haven't heard back from the client. I just don't know how he feels about the bad news I had to deliver," said Justin. His boss replied, "Why don't you call him? You know that a disadvantage of written communication is that A) the receiver can pick up on subtle nonverbal cues conveyed by the sender." B) the sender lacks immediate feedback." C) it engenders trust among users." D) it always reliably transmits sensitive or private information." E) it fails to leave a permanent record of communication."

B) the sender lacks immediate feedback

Hector Madrid, CEO of BridgePoint Electronics, said to his division vice presidents, "For our corporate business plan for next year, I want each of you to work with your management teams to develop a SWOT analysis for your division, delivered to me no later than two weeks from today." The vice presidents' submission of SWOT analyses, based upon feedback from their management teams, to the CEO is an example of ________ communication. A) downward B) upward C) horizontal D) grapevine E) intrapersonal

B) upward

The CEO of a multinational company finds that profits are drastically decreasing. He realizes that the employees need to be immediately made aware of the challenges the company is facing, and he wants them to know he is personally concerned. The company has several branches in various parts of the world. Which of the following is an appropriate media for the CEO to use? A) e-mail B) videoconference C) memo D) newsletter E) telephone

B) videoconference

________ problems arise when the receiver doesn't listen carefully or reads too quickly and overlooks a key point. A) Perception B) Filtering C) Decoding D) Encoding E) Compound

C) Decoding

________ communication is the flow of information from higher to lower levels in an organization's hierarchy. A) Horizontal B) Intrapersonal C) Downward D) Promotional E) Asynchronous

C) Downward

Two of Ian's subordinates approached him to resolve a work-related conflict between them. Ian decided upon a solution and framed an e-mail to inform his subordinates. However, one of the subordinates might be offended by Ian's decision. Which of the following is a reason why he should avoid using e-mail to resolve the conflict? A) E-mail fails to leave a permanent record of communication for later reference. B) E-mail encourages more people to participate and share their ideas with others. C) E-mail can hurt feelings, be insensitively worded, or be intentionally hurtful. D) E-mail can be an ineffective tool for communicating routine messages. E) E-mail does not allow information to be shared rapidly with large numbers of stakeholders.

C) E-mail can hurt feelings, be insensitively worded, or be intentionally hurtful

Alejandra, a manager, sends an e-mail warning Cameron, a subordinate, of disciplinary action to be taken if he continues to spend too much time on personal phone calls. However, Cameron did not attach too much importance to the e-mail, thinking it was just a passing reminder. Which of the following is a reason why Alejandra should have spoken to Cameron directly and avoided the use of e-mail? A) Electronic media leaves a permanent record of communication for later reference. B) Electronic media encourages more people to participate and share their ideas with. C) Electronic media prevents interpretation of subtle nonverbal cues conveyed by a sender. D) Electronic media increases time and expenses related to traveling, photocopying, and mailing. E) Electronic media is an ineffective tool for communicating routine messages.

C) Electronic media prevents interpretation of subtle nonverbal cues conveyed by a sender

Select the true statement regarding electronic messages. A) There can be no permanent record of electronic messages. B) Electronic messages are extremely safe as they cannot be saved or leaked. C) Electronic messages are the private property of the system's owner, not of the sender. D) They cannot be forwarded by recipients to others without the original sender knowing it. E) When electronic messages are deleted, it means that they are completely destroyed.

C) Electronic messages are the private property of the system's owner, not of the sender

________ communication is the richest medium because it offers a variety of cues in addition to words. A) Text message B) E-mail C) Face-to-face D) Telephone E) Video

C) Face-to-face

Michael, the CEO of a multinational company, has decided to implement certain new corporate processes to be phased in globally for increased efficiency and productivity. First, he wishes to inform every employee of the impending change and ensure that they fully understand its implications. Which of the following is a reason why he should send an e-mail describing the changes and its benefits? A) It supports interpretation of subtle nonverbal cues conveyed by a sender. B) It is the most appropriate tool to communicate sensitive or private information. C) It allows information to be shared rapidly with large numbers of stakeholders. D) It engenders more trust among users than face-to-face communication does. E) It is a highly effective tool for communicating and solving complex problems.

C) It allows information to be shared rapidly with large numbers of stakeholders

Bruce thought, "My manager is going to be disappointed and surprised that I am leaving the organization after 15 successful years. Even though our offices are 100 miles apart, we have spent a lot of time together in person, over the phone, and via electronic communications over the past few years. I will have a hard time explaining and describing my complex reasons for leaving." What do you think Bruce should do first? A) Phone his manager with the news. B) Send a personal, handwritten letter to his manager. C) Meet with his manager face-to-face. D) Send a detailed e-mail to his manager, explaining his reasons. E) Rely upon the office grapevine to communicate the news to his manager.

C) Meet with his manager face-to-face

________ is a process in which information flows in a single direction, from a sender to a receiver, with no feedback loop. A) Participative decision making B) Reverse mentoring C) One-way communication D) Participative problem solving E) Interactive communication

C) One-way communication

Aryana's manager, Albert, told her not to share an e-mail with anyone because of its proprietary information, but another manager, Nicholas, asked her to forward it to him, saying that Albert approved. Without asking for a written request, Aryana forwarded the e-mail to Nicholas. When Albert found out, he said Aryana was guilty of being insubordinate, refusing to believe her story. What was the disadvantage of the oral communication between Aryana and Nicholas? A) Oral communication can lead to spontaneous emotional outbursts. B) The receiver of oral communication cannot sense the sender's sincerity. C) Oral communication allows no scope for a permanent record of the message. D) The receiver of oral communication has too much time to think about the message. E) Oral communication provides no scope for direct and immediate feedback.

C) Oral communication allows no scope for a permanent record of the message

"Hey, boss, I heard on the office grapevine that the company is up for sale. What have you heard?" asked Ulysses. "That's absolutely false," said Andrew. "I know for a fact that one of our competitors planted that rumor. I need to neutralize that rumor." Why does Andrew believe that he needs to neutralize the rumor? A) The grapevine is a formal communications network that should be under management control. B) The grapevine cannot teach employees how to do their work successfully. C) The grapevine can be destructive when erroneous misinformation proliferates and harms operations. D) The grapevine, as an informal communications network, does not provide information or solve problems. E) The grapevine, like all informal communications networks, must be suppressed.

C) The grapevine can be destructive when erroneous misinformation proliferates and harms operations

Leopold, a manager, instructed his subordinate, Allison, to remind her staff that any request for overtime-pay work this weekend could only be authorized by the division manager. Allison misunderstood Leopold and explained to her staff that all were required to work this weekend with overtime pay that had been authorized by the division manager. In this context, why would it have been better for Leopold to communicate to Allison through an e-mail instead of instructing her orally? A) The receiver can control where and when a message is read. B) The sender can provide feedback immediately. C) The message remains the same even if relayed through others. D) The receiver can gauge the sender's sincerity better than when communicated orally. E) The message is more persuasive than when released orally.

C) The message remains the same even if relayed through others

________ communication travels from lower to higher ranks in the hierarchy of an organization. A) Intrapersonal B) Horizontal C) Upward D) Asynchronous E) Serial

C) Upward

Face-to-face communication A) is a less rich medium than telephone. B) is best suited to transmit simple and routine messages. C) allows more descriptive language than a memo does. D) provides lesser opportunity for feedback than a memo does. E) limits the variety of cues that can be conveyed.

C) allows more descriptive language than a memo does

Sandi posts information about the new cleaning products her company has developed and how they are safe for the environment. Julia is using a(n) ________ to communicate. A) instant message B) e-mail C) blog D) status update E) RSS

C) blog

"Wow, my previous employer never did this," whispered Dylan to his coworker during the monthly staff meeting. "Now I'm seeing my new division manager present internal-confidential financial information in a meeting." His coworker replied, "Our division manager has said that this information needs to be easily available to our staff so that our organization can function better." As described here, Dylan's division is an example of a ________ organization. A) nonverbal B) virtual C) boundarylessness D) grapevine E) filtering

C) boundarylessness

Electronic communication A) enables participants to pick up on subtle, nonverbal, or inflectional clues. B) prevents gossip, insults, threats, harassment, and the release of confidential information. C) can reduce time and expenses devoted to traveling. D) always leads to more satisfying negotiations. E) requires lessening participation in communication to fewer people.

C) can reduce time and expenses devoted to traveling

Gary, manager of research, thought to himself, "Oh, no. In my haste during off-hours to resolve a conflict, I sent a lengthy e-mail. Instead of solving the problem, I made it worse because my e-mail was overly long, wordy, and dealing with emotional topics. I should remember that e-mail is best for A) conveying confidential information." B) resolving conflicts." C) conveying routine messages." D) negotiating." E) conveying sensitive information."

C) conveying routine messages."

Natalie, a manager, has to fire an employee who has consistently performed poorly. She wants the situation to be handled as sensitively as possible, without hurting the employee's feelings and self-confidence. Which of the following modes of communication would be most appropriate in this situation? A) text message B) e-mail C) face-to-face discussion D) instant message E) memo

C) face-to-face discussion

Noor complained, "Too many of my staff hear what they want to hear, instead of what I tell them." His manager, Sivan, replied, "Do not get too frustrated. Remember, it is a human tendency to ________ subjectively, and this tendency results in ineffective communication." A) filter and distort B) cue and gesture C) filter and perceive D) coach and perceive E) withhold and perceive

C) filter and perceive

Diana works as a senior manager and as part of her improvement program, she asked her team members to state what they felt was a demerit in her leadership style. Nobody criticized Diana because they knew that she liked being praised by her peers and friends. In this scenario, the team members were engaged in A) decoding. B) accommodating. C) filtering. D) blogging. E) encrypting.

C) filtering

A disadvantage of oral communication is that A) it is less persuasive than written communication. B) the sender lacks immediate and direct feedback. C) it can lead to spontaneous, regrettable responses. D) it requires the sender to record the message permanently. E) the message must be long enough to include answers to questions.

C) it can lead to spontaneous, regrettable responses

To listen effectively, ________ should be avoided. A) focusing on central ideas B) withholding evaluation until the speaker's message is understood C) judging the speaker's delivery instead of the content D) capitalizing on thought speed E) having several systems for note taking

C) judging the speaker's delivery instead of the content

Select the least rich communication medium. A) face-to-face communication B) videoconference C) memo D) e-mail E) telephone

C) memo

"I can't believe it! We've spent 18 months developing a relationship with that client. Our families have even socialized together. We've become friends. And they use a one-sentence memo to tell us that we were not selected for the big contract! Not a word of thanks, not a clue as to why we were not selected. I'm very disappointed," said Hugh, Vice President of Sales. Hugh was particularly disappointed because A) a personal text message would have been the richest medium for communicating this information. B) a personal note would have been the richest medium for communicating this information. C) memos are the least rich medium for communicating this information. D) a phone call would have been a richer medium for communicating than a face-to-face conversation. E) a face-to-face meeting would have been just as rich as an electronic mail message.

C) memos are the least rich medium for communicating this information

Jacob sends an e-mail to his team describing the implementation of a new work practice. However, in the e-mail he does not solicit comments or suggestions from his subordinates. He feels that the subordinates lack the experience required to effectively evaluate the various implications of the new practice. This is an example of A) interactive communication. B) participative decision making. C) one-way communication. D) participative problem solving. E) nonverbal communication.

C) one-way communication

A company shares its financial goals, income statements, budgets, sales, forecasts, and other relevant data about company performance and prospects with all its employees. This company engages in the practice of A) groupthink. B) filtering. C) open-book management. D) blogging. E) micromanagement.

C) open-book management

Face-to-face discussions, telephone conversations, and formal presentations are examples of A) intrapersonal communication. B) nonverbal communication. C) oral communication. D) monologues. E) soliloquies.

C) oral communication

Evelyn, a team leader, wanted to make some changes in the seating arrangement of her team members in order to improve communication. She chalked out a plan that she thought would suit everybody and sent it to all the members, asking them for their opinions and suggestions. This is an example of A) one-way communication. B) intrapersonal communication. C) two-way communication. D) filtering. E) groupthink.

C) two-way communication

Evan, a general manager at Coral Products Inc., has decided to work from home because his wife is ill. He uses e-mails and teleconferencing to communicate with his team members and customers. This system of working is an example of A) crowdsourcing. B) outsourcing. C) virtual offices. D) job rotation. E) job sharing.

C) virtual offices

Raul told his protégé, "Bill, during your career as a manager, you will sometimes encounter problems with upward communications from your employees. For example, your employees may filter what they tell you, share only good news, and suppress bad news for several reasons, including they A) want to appear competent; they mistrust you; and they do not want to shield you from problems." B) do not trust you; they fear you will 'punish the messenger'; and they do not want to shield you from problems." C) want to appear competent; they fear you will 'punish the messenger'; and they believe they are helping you." D) trust you implicitly; they fear you will 'punish the messenger'; and they believe they are helping you." E) want to appear competent; they trust you implicitly; and they believe they are helping you."

C) want to appear competent; they fear you will 'punish the messenger'; and they believe they are helping you."

________ is used in the business world to communicate with the external environment—for example, by sharing information about product uses or corporate social responsibility efforts. A) Surfing B) Phishing C) Browsing D) Blogging E) Mapping

D) Blogging

________ is the practice of sharing with employees at all levels of an organization vital information previously meant for management's eyes only. A) Job sharing B) Micromanagement C) Blogging D) Open-book management E) Crowdsourcing

D) Open-book management

________ is the process of receiving and interpreting information. A) Filtering B) Encryption C) Accommodation D) Perception E) Coding

D) Perception

The richest media A) provide feedback after an extended period of time. B) prevent the use of different types of cues. C) limit the use of descriptive language. D) are more personal than technological. E) are expensive and tedious to use.

D) are more personal than technological

"Janell, I'm getting lost in the back-and-forth e-mail decision-making process in which our group is participating. Perhaps you can call a face-to-face meeting of the five of us, so that we can quickly make the decision and move on," said her subordinate, Tony. "After all, e-mail is perhaps better used for A) making higher-quality decisions." B) making group decisions quickly." C) making group decisions that are more satisfying for members." D) communicating routine messages." E) solving complex problems."

D) communicating routine messages."

Matt, a human resource manager, wants to inform all the employees about the annual renewal of the health care policy adopted by the company. The message will be simple and routine. Based on media richness, which of the following would be the most appropriate medium to communicate this message? A) face-to-face discussion B) telephone C) one-on-one interview D) e-mail E) small group meeting

D) e-mail

When sending powerful and persuasive messages, you need to avoid messages that are A) simple. B) told with stories. C) exciting. D) emotionless. E) informative.

D) emotionless

A(n) ________ is an example of company grapevine communication. A) annual general meeting for all the shareholders B) job interview between a manager and a job applicant C) training session with a department head D) informal conversation between colleagues about their new manager E) salary negotiation between an employee and the human resource manager

D) informal conversation between colleagues about their new manager

An advantage of written communication is that it A) allows scope for immediate feedback. B) is more persuasive than oral communication. C) gives a sender complete control over where and when a message is read. D) is a permanent record that can be saved. E) makes it easier for a receiver to sense a sender's sincerity than oral communication does.

D) is a permanent record that can be saved

"Kris, how are you handling the grapevine in your department? I'm sure that you and your employees are hearing the same disturbing rumors that we are hearing. My department is spending too much time exchanging gossip, and morale is very low," said Mike. Kris replied, "I strive to manage the grapevine. If I hear a story that might get out of hand, I talk to the ________ involved. I prevent rumors by dispelling ________. Finally, I ________ rumors once they have started." A) rumormongers; uncertainties; propagate B) key people; rumormongers; deny C) key people; truth; neutralize D) key people; uncertainties; neutralize E) rumormongers; troublemakers; deny

D) key people; uncertainties; neutralize

Select the activity that is NOT a vital source of useful observations regarding nonverbal communications. A) visiting people B) visiting plants C) visiting other locations D) noting speech cadence E) getting a firsthand view

D) noting speech cadence

In ________, an application of Web 2.0, users subscribe to receive news, blogs, or other information they select. A) podcasts B) hosted services C) wikis D) really simple syndication E) mashups

D) really simple syndication

Tyler, a manager, calls for a meeting with his subordinate, Kaitlyn, to discuss a new project. When she gives her opinion, Tyler summarizes it in order to ensure that he has understood Kaitlyn's point the way she meant it. Tyler is involved in ________ to lead to effective communication. A) filtering B) encrypting C) groupthink D) reflection E) crowdsourcing

D) reflection

To communicate effectively with someone who speaks a different language, ________ should be avoided. A) using active verbs B) pausing frequently C) repeating each important idea using different words D) using compound, long sentences E) using as many visual restatements as possible

D) using compound, long sentences

Swift Corporation is a company where information is available as needed, moving quickly and easily enough that it functions far better as a whole team than as separate parts. Swift Corporation is a ________ organization. A) bureaucratic B) tall C) traditional D) closed-book E) boundaryless

E) boundaryless

Rolando, a senior employee, has been asked to monitor the activities of some new employees and report to her if he finds them engaged in activities that are not work related. He finds them spending far too much time on social networking sites. However, instead of reporting this, he advises the new employees to refrain from using those sites in the future. Moreover, he tells Alexa that they were doing their work effectively. In this scenario, Rolando has engaged in A) encoding. B) encrypting. C) social loafing. D) bootlegging. E) filtering.

E) filtering

Edgar gives a formal presentation to his team members about the new software that he has recently reviewed and favors. However, some members of the team disagree with Edgar. Edgar, irritated at being challenged, feels that the team members are making excuses for being lazy. In the context of this scenario, Edgar's judgment has been influenced by A) his self-efficacy. B) social facilitation effect. C) noise. D) groupthink. E) his perception.

E) his perception

90) The employees of an organization have heard rumors about rapidly dropping profits and impending layoffs. The grapevine is abuzz with bad news. People are nervous and anxious, and are starting to believe whatever is being said without verifying the source. In this situation, an appropriate action for a manager to take is to A) block all forms of electronic communication in the office. B) restrict the length of breaks taken by the employees. C) fire employees found spreading false stories. D) closely monitor each employee's activities in the office. E) neutralize the rumor by openly confirming any parts that may be true.

E) neutralize the rumor by openly confirming any parts that may be true

George, a manager, has just received some bad news from his foreign counterpart about an ongoing negotiation. Disturbed and distracted, he is thinking of ways to control the damage when a subordinate walks into his office and asks for an extended leave due to a family emergency. George refuses to grant leave despite it being an emergency situation. In this scenario, George's disturbed mood is representative of ________ in the communication process between himself and his subordinate. A) ambiguity B) perceptual bias C) a physical barrier D) a language barrier E) noise

E) noise

Sierra, a working mother, comes home after a hard day at the office. Her seven-year-old son, Jordan, wants to tell her about his day at school. He begins to explain about how he got selected for his school's soccer team. However, Sierra is unable to pay attention to her son out of sheer exhaustion. In this context, Sierra's fatigue represents ________ in the communication process between herself and her son. A) a physical barrier B) perceptual bias C) ambiguity D) an attitudinal barrier E) noise

E) noise

A disadvantage of written communication is that A) it leads to spontaneous responses. B) there is no permanent record of the message. C) it provides a receiver little time to think about the message. D) the message cannot be revised several times. E) the message might not contain enough information to answer questions

E) the message might not contain enough information to answer questions