MGMT 371 Ch. 14 Quiz

In response to some recent customer complaints about poor​ service, Francine prepares a training presentation and manual for customer service representatives that outlines expected behaviors and the consequences of infractions. This best demonstrates the​ _______ function of communication. A.motivation B.control C.emotional expression D.information E.exchange

B

Once each​ quarter, Bill holds an​ all-employee meeting in the cafeteria to keep them apprised of business​ results, let them know of planned changes in the​ industry, and answer questions. This is an example of​ ________. A.an open workplace B.a town hall meeting C.the grapevine D.diagonal communication E.lateral communication

B

Pete was reluctant to reveal the business​ unit's dismal financial​ performance, so when he was asked to report in the operations​ review, he smiled and​ stated, "Given our initial high​ expectations, results have been somewhat less than​ anticipated." This is an example of​ _______. A.jargon B.filtering C.verbal intonation D.selective perception E.body language

B

Raymond sent a text message to a​ colleague, telling him that​ he'd heard there was going to be a layoff the next month. His colleague quickly told his cubicle​ mate, who shared the information with a friend in the quality department. This is an example of​ _______. A.filtering B.the grapevine C.encoding D.downward communication E.upward communication

B

When designing their new​ offices, Koniko made sure to incorporate some space that would support employees who need to concentrate on a task. This type of employee work is referred to as​ _______. A.learning B.focused work C.socialization D.collaboration E.networking

B

Communication is the transfer and​ _______ of meaning. A.encoding B.retranslation C.understanding D.inference E.decoding

C

Drew is distracted from the​ professor's lecture because his girlfriend keeps sending him text messages about their weekend plans. This is an example of​ _______ in the communication process. A.the channel B.decoding C.noise D.filtering E.feedback

C

The manager of manufacturing consults with a customer service representative to determine the status of a shipment to a customer. This is an example of​ _______ communication. A.downward B.informal C.diagonal D.lateral E.upward

C

The sales manager meets with the accounting manager in order to clarify aspects of the sales compensation program. This meeting is an example of​ _______ communication. A.upward B.diagonal C.lateral D.informal E.downward

C

While Juanita is on the phone with a​ supplier, she hears the chimes of her​ e-mail, alerting her to a message. While she is scanning the​ message, a colleague knocks on her door and tells her​ she's late for the staff meeting. At the same​ moment, she gets a text message from her husband. This scenario best illustrates the barrier to communication referred to as​ ________. A.filtering B.selective perception C.information overload D.jargon E.faulty expression

C

​Alicia's boss sends her an​ email, telling her that she will be expected to attend a conference in Philadelphia next month. This email is an example of​ _______ communication. A.upward B.lateral C.downward D.diagonal E.informal

C

All of the following are active listening behaviors EXCEPT​ ________. A.paraphrasing what the speaker has said B.nodding and displaying appropriate facial expressions C.showing empathy with the speaker D.avoiding eye contact with the speaker E.asking questions of the speaker

D

In which type of communication network does communication flow most freely among all members of a work​ team? A.Wheel B.Chain C.​Y-Pattern D.​All-channel E.Circle

D

The communication process begins with​ _______. A.feedback B.the channel C.decoding D.the sender E.the receiver

D

When a student launched into a​ long-winded excuse for a late​ assignment, Professor Jensen pursed her lips and shook her head slightly. This is an example of​ _______ communication. A.diagonal B.informal C.lateral D.nonverbal E.downward

D

When evaluating the most effective communication method for a​ message, a manager wants to use a method that affords the receiver the most control over when the message is dealt with. This is referred to as​ _______. A.decoding ease B.scanability C.confidentiality D.time of consumption E.encoding ease

D

​_______ communication flows from a manager to his or her​ employees, whereas​ _______ communication flows from the employees to management. A.Downward; lateral B.​Upward; downward C.​Diagonal; lateral D.​Downward; upward E.​Lateral; upward

D

All of the following are elements of the interpersonal communication process EXCEPT​ ________. A.decoding B.feedback C.noise D.encoding E.jargon

E

Jacinta picked up a prescription from the pharmacy and was confused by the instructions that​ stated, "Take two tablets PO​ BID." It​ wasn't until she questioned the pharmacist that she learned it means to take two pills by mouth twice a day. This is an example of which barrier to​ communication? A.Filtering B.Selective perception C.Faulty expression D.Information overload E.Jargon

E

Of the following methods of​ communication, which has the highest​ confidentiality? A.Bulletin board B.Publication C.Teleconference D.​Audio-videotapes E.​Face-to-face

E

Of the following methods of​ communication, which would have the lowest​ scanability? A.Bulletin boards B.Memos C.Fax D.Publications E.Telephone

E

The CEO of a relatively small company needs to deliver some important information to employees about a proposed merger. He believes​ it's critical that everyone have the ability to communicate at the same time and in the same space so that he can address concerns and answer questions. Which of the following methods would be most​ appropriate? A.Postal mail B.Voice mail C.Fax D.Memos E.Group meeting

E

When Lucinda interviewed a job candidate who was from​ Japan, she was disconcerted by his lack of eye​ contact, unaware that many Japanese are uncomfortable with direct eye contact. This demonstrates which barrier to effective​ communication? A.Information overload B.Selective perception C.Filtering D.Faulty expression E.National culture

E

Which of the following refers to the emphasis someone gives to words or phrases in order to convey​ meaning? A.Semantics B.Jargon C.Filtering D.Body language E.Verbal intonation

E

​_______ communication consists of messages sent outside of the written or spoken word. A.Diagonal B.Downward C.Informal D.Lateral E.Nonverbal

E