MANAGEMENT CHAPTER 17
10. For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy. a. True b. False
False
11. About 80% of communication occurs nonverbally. a. True b. False
False
13. Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions. a. True b. False
False
15. Channel richness is the number of cues and the level of potential noise in a channel that is selected for communication. a. True b. False
False
18. Research finds that the most effective way to persuade and influence others is by issuing directives. a. True b. False
False
2. Managers spend 80% of every working day doing desk work. a. True b. False
False
21. Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding. a. True b. False
False
25. E-mail is the best channel for communication when a manager is angry. a. True b. False
False
28. Formulating in your mind what you are going to say next is an important part of effective listening. a. True b. False
False
30. A good listener is passive and laid back. a. True b. False
False
31. A poor listener listens to central themes. a. True b. False
False
33. The topics covered in upward communication are indoctrination and implementation of goals and strategies. a. True b. False
False
34. An example of upward communication is performance feedback. a. True b. False
False
37. Types of information generally communicated upwards include performance reports, suggestions for improvement, and performance feedback. a. True b. False
False
39. Interdepartmental coordination refers to messages that take place among members of the same department and concern task accomplishment. a. True b. False
False
4. Communication is the process by which information is transmitted from the speaker to the listener. a. True b. False
False
40. Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things. a. True b. False
False
45. Social media does not include blogs and wikis. a. True b. False
False
6. Without feedback, communication is only a two-way process, sender to receiver and receiver to sender. a. True b. False
False
1. Managers facilitate effective conversations by using open communication, actively listening to others, applying the practice of dialogue, and using feedback for learning and change. a. True b. False
True
12. To inspire employees to achieve goals in today's difficult economic environment, some male managers are shifting to a more female-oriented communication style. a. True b. False
True
14. A decentralized network is a team communication structure in which team members freely communicate with one another and arrive at decisions together. a. True b. False
True
16. Research has found that communication channels differ in their capacity to convey information. a. True b. False
True
17. Routine messages tend to be simple and straightforward, such as conveying data or statistics. a. True b. False
True
19. By selecting rich channels managers can communicate nonroutine messages effectively. a. True b. False
True
20. Impersonal written media, including flyers and bulletins, are the lowest in channel richness. a. True b. False
True
22. In order to connect with others, to persuade and influence, managers should communicate by using multiple channels. a. True b. False
True
23. The choice of a communication channel can convey a symbolic meaning to the receiver. a. True b. False
True
24. An individual's level of fear or anxiety associated with interpersonal communications is called communication apprehension. a. True b. False
True
26. Creating a climate of trust and openness is important to enhance organization communication. a. True b. False
True
27. Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing. a. True b. False
True
29. The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory. a. True b. False
True
3. Communication permeates every management function. a. True b. False
True
32. A formal communication channel is a communication channel that flows within the chain of command. a. True b. False
True
35. Performance reports and suggestions for improvement are two types of upward communication. a. True b. False
True
36. Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers. a. True b. False
True
38. Procedures and practices are downward communication topics. a. True b. False
True
41. Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are classified as horizontal communication. a. True b. False
True
42. Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational boundaries refers to personal networking. a. True b. False
True
43. The grapevine is a type of personal channel used in many organizations. a. True b. False
True
44. An informal, person-to-person communication network of employees that is not officially sanctioned by the organization refers to the grapevine. a. True b. False
True
46. Many firms are using social media to connect with and listen to customers. a. True b. False
True
5. The process by which information is exchanged and understood by two or more people is the definition of communication. a. True b. False
True
7. The sender must encode the message and select a communication channel after developing the message. a. True b. False
True
8. Communication can break down if sender and receiver do not encode or decode language in the same way. a. True b. False
True
9. Face-to-face discussion is the richest channel, in terms of channel richness. a. True b. False
True
53. What are the key elements of communication? a. Encoding, message, and feedback b. Encoding, noise, and symbols c. Message, circuit, and decoding d. Feedback, message, and perception e. Feedback, circuit, and perception
a
67. Which of the following refers to a team communication structure in which team members freely communicate with one another and arrive at decisions? a. Decentralized network b. Centralized network c. Linear network d. Circular network e. Gossip structure
a
69. Lacinda, 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 Lacinda use to break the news? a. Face-to-face b. E-mail c. Instant messaging d. Telephone e. Handwritten letter
a
71. Which of the following refers to the amount of information that can be transmitted during a communication episode? a. Channel richness b. Electronic mail c. Encoding d. Upward communication e. Feedback
a
75. Which of the following communication channels does not focus on a single receiver, uses limited information cues, and does not permit feedback? a. Bulletins b. Telephone conversations c. Video conference d. Face-to-face contact e. A personal memo
a
77. Which of the following is typically ambiguous, concerns novel events, and imposes great potential for misunderstanding? a. Nonroutine message b. Channel richness c. Routine message d. Feedback e. Nonverbal communication
a
78. When informing your staff of the date for the company picnic, which communication channel would be most practical and successful? a. Memo b. Telephone conversation c. Video conference d. Face-to-face conversation e. Newspaper notice
a
93. When an electronic 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
95. Which of the following is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization? a. Formal communication b. Horizontal communication c. Downward communication d. Upward communication e. Diagonal communication
a
96. 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
47. Managers' communication directs everyone's 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. Thus, managers' communication is a. strategic. b. purpose-driven. c. intentionally driven. d. internal. e. external.
b
48. Communication is defined by the text as the process by which information is a. shared. b. exchanged and understood by two or more people. c. received. d. transmitted to others. e. stored.
b
51. Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the meaning of the message? a. Sender b. Receiver c. Channel d. Filter e. Middleman
b
57. Which communication channel would be most successful to inform managers of an impending companywide layoff? a. Telephone conversations b. Face-to-face contact c. Electronic media d. Written media e. None of these choices
b
59. The most successful organizations are the ones whose managers a. keep a distance from employees. b. keep the lines of communication open. c. listen to their employees. d. ensure that production remains high. e. None of these choices
b
61. When interviewing prospective employees, Sam, 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
63. Which of the following are examples of channels that managers might choose to use when communicating with employees? a. Newsletter, telephone, and feedback b. Telephone, electronic mail, and memo c. Television, encoding, and letter d. National newspapers and television e. All of these choices
b
64. When a group of workers have routine tasks to perform, which of the following communication structures allows more time for the task to be completed? a. Linear b. Centralized c. Decentralized d. Gossip e. Team
b
66. A centralized network is one in which a. team members are free to interact with any of the team members. b. team members communicate through one individual to make decisions. c. team members communicate with an assigned partner. d. team members work independently and there is no need for communication. e. None of these choices
b
74. Which of these is the richest medium for communication? a. Telephone conversations b. Face-to-face contact c. Electronic media d. Written media e. Voice mail
b
76. Which of the following has the lowest channel richness? a. Electronic mail b. Bulletins c. Face-to-face talk d. Telephone e. Memos
b
79. Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as a. nonroutine messages. b. routine messages. c. instant messages. d. grapevine messages. e. qualitative messages.
b
85. Most executives now believe that important information flows from the a. top down. b. bottom up. c. diagonal level. d. horizontal level to the diagonal level. e. internal level to the external level.
b
86. Which of the following involves the skill of grasping both facts and feelings to interpret the meaning of the message? a. Communication b. Listening c. Managing d. Reception e. Telling
b
90. Which of the following is a part of the keys to effective listening? a. Listen for facts b. Listen for ideas c. Be passive and laid back d. Have preconceptions e. All of these choices
b
91. A good listener is someone who a. asks questions, listens for facts, and avoids distractions. b. asks questions, summarizes, 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 starts to argue.
b
92. 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. All of these choices
b
98. Which of the following is not an element of workplace communication for managers to master? a. Using social media to improve internal and external communication b. Using external, personal communication networks c. Using informal, personal communication networks d. Using formal communication channels e. All of these are elements of workplace communication for managers to master.
b
49. Which of the following is necessary for communication to be considered two-way? a. Message b. Channel c. Feedback d. Noise e. Circuit
c
50. The receiver a. encodes the symbols to interpret the meaning of the message. b. transmits the symbols to interpret the meaning of the message. c. decodes the symbols to interpret the meaning of the message. d. responds to the symbols to interpret the meaning of the message. e. must ignore the symbols to interpret the meaning of the message.
c
55. Sandi is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells Sandi that he is confused about some things she said. By asking Sandi 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
58. Managers' communication directs everyone's attention toward the vision, values, and desired goals of the team or organization and influences people to act in a way to achieve the goals. In other words, managers' communication is a. image-directed. b. idea-directed. c. purpose-directed. d. communication-directed. e. need-directed.
c
65. Setareh is a 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 choices
c
68. For complex problems, which network is most effective for swift, accurate problem resolution? a. Linear b. Centralized c. Decentralized d. All of these choices e. Linear and centralized
c
72. Channel richness refers to 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
88. Highly successful salespeople spend what percent of a sales call letting the customer talk? a. 15-20% b. 40-50% c. 60-70% d. 90-100% e. 5-10%
c
94. Which of the following is not a way that managers persuade and influence? a. Establish credibility and trust b. Build goals on common ground c. Keep distance from employees d. Connect emotionally e. Use multiple media
c
100. Jayden, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company's 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
52. Which of the following are potential sources for communication errors, because knowledge, attitudes, and background act as filters? a. Encoding and channel b. Encoding and noise c. Decoding and channel d. Decoding and encoding e. Decoding and noise
d
54. Jennifer 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
56. A manager might use which of the following as a type of communication? a. Meetings b. Telephone conversations c. Talking informally d. All of these choices e. Meetings and telephone conversations
d
60. 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
73. The capacity of an information channel is influenced by all of these except a. the ability to establish a personal focus. b. the ability to handle multiple cues simultaneously. c. the ability to facilitate rapid, two-way feedback. d. the ability to minimize costs. e. both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.
d
81. What percentage of a manager's time is spent in direct communication? a. 20% b. 100% c. 50% d. 80% e. 40%
d
82. An example of non-verbal communication is all of these except a. posture. b. facial expression. c. voice. d. written memo. e. body language.
d
83. Non-verbal communication has the biggest impact when using a. a video conference. b. the telephone. c. a formal letter. d. face-to-face communication. e. a newspaper article.
d
84. Which of the following is defined as communication transmitted through actions and behaviors rather than through words? a. Verbal communication b. Oral communication c. Written communication d. Nonverbal communication e. Electronic mail
d
89. Which of these is a not a key to effective listening? a. Resist distractions b. Listen for ideas c. Keep an open mind d. Have preconceptions e. All of these choices
d
97. Downward communication is usually used to communicate information about all of the following except a. indoctrination. b. procedures. c. performance feedback. d. suggestions for improvement. e. implementation of goals.
d
99. Which of the following occurs when a manager uses evaluation and communication to help individuals learn about themselves and improve? a. Open communication b. Channel richness c. Nonverbal cues d. Manager feedback e. Listening
d
62. For most women, conversation is primarily a. a means to preserve independence. b. a way to tell stories. c. used to exhibit their knowledge. d. used to pass information. e. a language of rapport.
e
70. To be effective communicators, managers should a. focus primarily on enhancing downward communication in the organization. b. enhance lateral communication opportunities by encouraging teams. c. limit their use of communication technology. d. strictly push for face-to-face communication. e. encourage the use of multiple channels of communication.
e
80. An individual's level of fear or anxiety associated with either real or anticipated communication is referred to as a. leadership trepidation. b. public consternation. c. anticipation nervousness. d. communication medium. e. communication apprehension.
e
87. Listening is what percent of effective communication? a. 10% b. 25% c. 40% d. 50% e. 75%
e
