Chapter 09 Communication

62. Which of the following is NOT a suggestion for running effective meetings? (A) If interpersonal issues come up, dismiss them as quickly as possible. (B) Require that participants come prepared to discuss the agenda. (C) Do not overprepare look up information on the fly to keep the meeting fresh. (D) If at all possible, try not to have meetings in the first place. (E) State a time frame at the beginning of the meeting and stick to it at all costs. Answer

(C)

86. Formal communications CANNOT be which one of the following? (A) upward (B) downward (C) horizontal (D) diagonal (E) any of these can be formal communications Answer

(E)

21. All of the following are forms of nonverbal communication EXCEPT (A) a pat on the shoulder (B) giving a speech (C) frowning (D) plush carpeting (E) the layout of office furniture Answer

(B)

34. The medium used to send information is called the (A) decoder. (B) encoder. (C) channel. (D) message. (E) feedback. Answer

(C)

100. Zane, a new employee, wants to rise quickly through the ranks and decides to ask his supervisor, Mary, for professional development advice. This is an example of which type of communication? (A) upward (B) downward (C) horizontal (D) diagonal (E) informal Answer

(A)

22. Which of the following statements about the social process of communication is FALSE? (A) It requires face-to-face interaction. (B) It allows information exchange. (C) It is not an instantaneous event. (D) It involves two or more people. (E) It takes place over time. Answer

(A)

32. Which of the following is NOT a receiver-based barrier to communication? (A) The receiver records the message for further review. (B) The receiver may discount an entire message on the basis of perception of the speaker's credibility. (C) The receiver may be experiencing overload. (D) The receiver's translation of the symbol differs from the initial source translation. (E) The receiver bases his attention level on his values. Answer

(A)

46. Which of the following occurs when a message is not decoded by the receiver in the way the sender intended? (A) misperception (B) selective perception (C) filtering (D) information overload (E) none of these Answer

(A)

55. Which type of noise occurs when overly technical language prevents the receiver from understanding the message? (A) jargon (B) semantics (C) loss of transmission (D) ambiguity (E) none of these Answer

(A)

66. Which technology is similar to electronic mail but instead of writing, a spoken message is digitized and sent to someone to be retrieved and listened to later? (A) voice mail (B) email (C) instant messaging (D) videoconferencing (E) telework Answer

(A)

72. What term refers to an individual's chronicles of personal thoughts and interests and can function as an online diary? (A) blog (B) portal (C) webcast (D) podcast (E) wiki Answer

(A)

81. _________ communication occurs when lower-level employees communicate to those at higher levels the organization. (A) Upward (B) Downward (C) Horizontal (D) Diagonal (E) Formal Answer

(A)

91. What term refers to work completed by traveling employees who use technology to communicate with the office as necessary from places such as client offices, airports, cars, and hotels? (A) mobile work (B) satellite offices (C) home-based telecommuting (D) neighborhood work centers (E) telework Answer

(A)

94. Employees who telecommute have ______________ than those who do not. (A) less social interaction with coworkers (B) higher commuting expenses (C) more interruptions during work time (D) less personal freedom (E) a greater need for corporate offices Answer

(A)

16. Communication is defined as (A) a technical process that involves the transmission of data. (B) a social process that involves information exchange. (C) one person talking to another. (D) organizational memos. (E) gathering meaning to gain a strategic advantage. Answer

(B)

17. ____ communication takes place informally, during task activities, and throughout meetings. (A) Group (B) Oral (C) Environmental (D) Secondary (E) Primary Answer

(B)

27. Which of the following statements about feedback is FALSE? (A) Feedback can be simple or complex. (B) Feedback can be written or oral, but not nonverbal. (C) Feedback verifies whether the message was received. (D) Feedback is initiated by the receiver. (E) Feedback verifies whether the message was understood. Answer

(B)

37. _________ refers to the emphasis given to spoken words and phrases. (A) Nonverbal intonation (B) Verbal intonation (C) Body language (D) Nonverbal communication (E) Verbal communication Answer

(B)

45. Which of the following occurs when we interpret what we see based on our interests, expectations, experience, and attitudes rather than on how things really are? (A) misperception (B) selective perception (C) filtering (D) information overload (E) none of these Answer

(B)

56. Which type of noise occurs when the sender and the receiver have different opinions on the meaning of the same word? (A) jargon (B) semantics (C) loss of transmission (D) ambiguity (E) none of these Answer

(B)

57. Becoming involved in the process of listening to what others are saying and clarifying messages is called (A) passive listening. (B) active listening. (C) hearing. (D) feedback. (E) decoding. Answer

(B)

65. Which technology began as an informal communication channel but has since evolved into a primary and formal means of business correspondence for many organizations? (A) voice mail (B) email (C) instant messaging (D) videoconferencing (E) Post-It Notes Answer

(B)

69. What term refers to a website stored on a computer that is connected to other company computers by an internal network? (A) internet (B) intranet (C) extranet (D) collaboration software (E) world wide web Answer

(B)

73. A communication medium's _________ reflects the extent to which the medium can carry nonverbal cues, provide rapid feedback, convey personality traits, and support the use of natural language. (A) poorness (B) richness (C) technological advancement (D) realism (E) clarity Answer

(B)

77. A communication medium that allows the speaker to express emotions and social cues is said to have a high (A) adaptability. (B) personal focus. (C) language variety. (D) ability to transmit multiple cues. (E) interactivity. Answer

(B)

79. Which of the following communication media has the lowest richness? (A) telephone (B) formal written correspondence (C) email (D) videoconferencing (E) instant messaging Answer

(B)

80. _________ communication occurs when higher-level employees communicate to those at lower levels the organization. (A) Upward (B) Downward (C) Horizontal (D) Diagonal (E) Formal Answer

(B)

99. Mary thinks her new employee, Zane, is doing a great job, and she decides to tell him so. This is an example of which type of communication? (A) upward (B) downward (C) horizontal (D) diagonal (E) informal Answer

(B)

20. All of the following are examples of body language EXCEPT (A) smiling. (B) frowning. (C) shouting. (D) making eye contact. (E) sitting back with arms folded. Answer

(C)

25. ____ is any disturbance in the communication process that interferes with or distorts communication. (A) Feedback (B) Decoding (C) Noise (D) Transmission (E) None of these Answer

(C)

31. Upward communication usually provides feedback to (A) subordinates. (B) peers. (C) managers. (D) customers. (E) entry-level and transfer employees. Answer

(C)

36. _________ is a movement such as a gesture or expression that conveys information to others. (A) Noisy language (B) Sign language (C) Body language (D) Nonverbal communication (E) Verbal communication Answer

(C)

38. In _________, the sender communicates a message without expecting or getting any feedback from the receiver. (A) nonverbal communication (B) verbal communication (C) one-way communication (D) two-way communication (E) body language Answer

(C)

42. Which type of task interdependence requires constant communication and mutual adjustment for task completion? (A) verbal interdependence (B) nonverbal interdependence (C) reciprocal interdependence (D) sequential interdependence (E) pooled interdependence Answer

(C)

44. Which type of task interdependence has the most communication requirements? (A) verbal interdependence (B) nonverbal interdependence (C) reciprocal interdependence (D) sequential interdependence (E) pooled interdependence Answer

(C)

47. Which of the following occurs when less than the full amount of information is received due to withholding, ignoring, or distorting information? (A) misperception (B) selective perception (C) filtering (D) information overload (E) none of these Answer

(C)

49. In a _________ culture, people rely on the words themselves to carry meaning. (A) collectivistic (B) individualistic (C) low-context (D) high-context (E) none of these Answer

(C)

52. In a _________ culture, if an employee asks a manager for a raise and the answer is no, the manager might explicitly say no. (A) collectivistic (B) individualistic (C) low-context (D) high-context (E) none of these Answer

(C)

53. Which type of noise refers to the total failure of the medium being used for communication, such as a dropped phone call or disconnected internet connection? (A) jargon (B) semantics (C) loss of transmission (D) ambiguity (E) none of these Answer

(C)

60. Which of the following is NOT a guideline for effective email use? (A) Avoid unprofessional email addresses. (B) Avoid using email for delivering personal news. (C) Avoid subject lines that render the rest of the email unnecessary. (D) Avoid using "reply all" and "cc" unless absolutely necessary. (E) Avoid criticizing others via email. Answer

(C)

63. The internet allows people to access only the information they want, a broadcast technique called (A) data mining. (B) data processing. (C) information pull. (D) information push. (E) information overload. Answer

(C)

67. Which technology enables users to see who is logged on and chat with them in real time? (A) voice mail (B) email (C) instant messaging (D) videoconferencing (E) telework Answer

(C)

70. What term refers to a live or prerecorded video segment that is broadcast over a company's intranet and archived for employees to view later? (A) blog (B) portal (C) webcast (D) podcast (E) wiki Answer

(C)

76. A communication medium that allows the speaker to convey a broad set of concepts and ideas is said to have a high (A) adaptability. (B) personal focus. (C) language variety. (D) ability to transmit multiple cues. (E) interactivity. Answer

(C)

82. _________ communication occurs when someone in an organization communicates with others at the same organizational level. (A) Upward (B) Downward (C) Horizontal (D) Diagonal (E) Formal Answer

(C)

85. _________ communication is anything that is not official, such as gossip or another employee's question about how to do something. (A) Written (B) Oral (C) Informal (D) Formal (E) Diagonal Answer

(C)

87. The set of relationships among people connected through friendship, family, work, or other ties is called a(n) (A) organization. (B) social networking site. (C) social network. (D) formal communication. (E) informal communication. Answer

(C)

88. In much of the world, the thumb up sign means "O.K." But in Nigeria, Afghanistan, Iran, and parts of Italy and Greece it is an obscene insult and carries the same meaning as the middle finger in the U.S. This is an example of which type of communication barrier? (A) misperception (B) filtering (C) cultural (D) jargon (E) semantics Answer

(C)

90. Which of the following is NOT a suggestion for running an effective job interview? (A) Listen attentively and nod occasionally. (B) Give a firm handshake. (C) Sit behind a desk. (D) Refrain from multitasking. (E) Sell the candidate on the job opportunity. Answer

(C)

98. Pam, a human resources manager, thinks that the company's slow network is hurting productivity. She reaches out Vladimir, a digital technology manager, to discuss the problem. Which type of communication is this an example of? (A) upward (B) downward (C) horizontal (D) diagonal (E) informal Answer

(C)

18. All of the following are examples of oral communication in organizations EXCEPT (A) A telephone call (B) Reading a manual out loud to coworkers (C) Discussing a task (D) Sending a memo to colleagues (E) A conversion on cell phones Answer

(D)

19. Physical movements and body language are forms of (A) communication medium. (B) physical communication. (C) personal communication. (D) nonverbal communication. (E) visual communication. Answer

(D)

28. Ivan is trying to understand the concern of an angry customer, but several employees keep interrupting the conversion. These interruptions are an example of (A) static. (B) feedback. (C) miscommunication. (D) noise. (E) channel deficiency. Answer

(D)

39. Once a receiver provides feedback to a sender, the sender and receiver have engaged in (A) nonverbal communication. (B) verbal communication. (C) one-way communication. (D) two-way communication. (E) body language. Answer

(D)

41. Which type of task interdependence requires that tasks be performed in a certain order? (A) verbal interdependence (B) nonverbal interdependence (C) reciprocal interdependence (D) sequential interdependence (E) pooled interdependence Answer

(D)

48. Which of the following occurs when the amount of information available exceeds our ability to process it? (A) misperception (B) selective perception (C) filtering (D) information overload (E) none of these Answer

(D)

50. In a _________ culture, people rely on nonverbal or situational cues to convey meaning. (A) collectivistic (B) individualistic (C) low-context (D) high-context (E) none of these Answer

(D)

51. In a _________ culture, if an employee asks a manager for a raise and the answer is no, the manager might say, "That could be difficult." (A) collectivistic (B) individualistic (C) low-context (D) high-context (E) none of these Answer

(D)

54. Which type of noise occurs when there is more than one way to interpret the sender's message? (A) jargon (B) semantics (C) loss of transmission (D) ambiguity (E) none of these Answer

(D)

64. Giving people information that they did not ask for is a broadcast technique called (A) data mining. (B) data processing. (C) information pull. (D) information push. (E) information overload. Answer

(D)

75. A communication medium that allows the speaker to convey physical presence, voice inflection, nonverbal cues, and pictures is said to have a high (A) adaptability. (B) personal focus. (C) language variety. (D) ability to transmit multiple cues. (E) interactivity. Answer

(D)

78. Which of the following communication media has the highest richness? (A) telephone (B) formal written correspondence (C) email (D) videoconferencing (E) instant messaging Answer

(D)

83. _________ communication occurs when employees communicate across departments and levels. (A) Upward (B) Downward (C) Horizontal (D) Diagonal (E) Formal Answer

(D)

84. _________ communications are official, organization-sanctioned communications. (A) Written (B) Oral (C) Informal (D) Formal (E) Diagonal Answer

(D)

89. Employees checking their cell phones and whispering to each other during a meeting are causing which type of communication noise? (A) misperception (B) selective perception (C) filtering (D) competition (E) jargon Answer

(D)

92. _______________ is the richest communication medium because it has the capacity for immediate feedback, carries multiple cues, and uses natural language. (A) Instant messaging (B) Email (C) Telephone (D) Face-to-face (E) Walkie-Talkie Answer

(D)

96. Relationships based on friendship and choice are called _________ ties. (A) organizational (B) fraternal (C) community (D) informal (E) formal Answer

(D)

97. Gustav, a low-level employee, thinks his manager is treating him unfairly. Unsure what to do, he reaches out to Gladys, a manager in another department, for advice. Which type of communication is this an example of? (A) upward (B) downward (C) horizontal (D) diagonal (E) informal Answer

(D)

23. ____ is the process by which the receiver of the message interprets its meaning. (A) Communication (B) Language (C) Feedback (D) Encoding (E) Decoding Answer

(E)

24. The ____ is the individual, group, or organization interested in communicating a message to another party. (A) noise (B) receiver (C) decoding (D) encoding (E) sender Answer

(E)

26. The feedback phase of the communication process is initiated when (A) the receiver decodes the message. (B) the sender encodes the message. (C) the receiver understands the message. (D) the initial sender translates the message. (E) the receiver responds to the message. Answer

(E)

29. For effective communication to take place, both parties must (A) decode the manager's message. (B) eliminate nonverbal cues. (C) instantaneously exchange information. (D) communicate face-to-face. (E) attach the same meaning to the symbols used in the message. Answer

(E)

30. Communication that is _________ typically consists of messages about how to do a job, performance goals, the firm's policies, and how the company is performing. (A) quick (B) horizontal (C) slow (D) upward (E) downward Answer

(E)

33. ___________ is the portion of communication that enables a receiver to indicate receipt and understanding of a message. (A) Encording (B) Decoding (C) Noise (D) Symbolism (E) Feedbacck Answer

(E)

35. _________ communication is neither spoken nor written yet has meaning to others. (A) Decoded (B) Encoded (C) Noisy (D) Verbal (E) Nonverbal Answer

(E)

40. Which type of task interdependence occurs when employees work independently and their output is combined into group output? (A) verbal interdependence (B) nonverbal interdependence (C) reciprocal interdependence (D) sequential interdependence (E) pooled interdependence Answer

(E)

43. Which type of task interdependence has the fewest communication requirements? (A) verbal interdependence (B) nonverbal interdependence (C) reciprocal interdependence (D) sequential interdependence (E) pooled interdependence Answer

(E)

58. Which of the following is NOT a suggestion for being a good listener? (A) Repeatedly make logical connections between what the speaker has said. (B) Offer speakers honest, clear, timely, respectful, and relevant acknowledgment of what the speaker has said. (C) Give speakers clear nonverbal evidence that you are listening attentively. (D) Give speakers clear verbal evidence that you are listening attentively. (E) Do not react to unusual or inconsistent communication cues from the speaker. Answer

(E)

59. Which of the following is NOT a guideline for effective writing? (A) Footnote any ideas, phrases, sentences, and terms that are not your own. (B) Back up your assertions with statistics, examples, and citation of authorities. (C) Write with energy and conviction. Avoid passive voice. (D) Use graphic aids and pictures to highlight and express ideas (E) Write to impress as well as to express. Answer

(E)

61. Which of the following is NOT a guideline for giving effective presentations? (A) Spend some time establishing rapport with the audience. (B) End with a bang. (C) Rely on notes as little as possible. (D) Channel nervous energy into enthusiasm. (E) Pace back and forth while making eye contact with the audience. Answer

(E)

68. Thanks to electronic communication, people don't need to be in a central office to talk with their coworkers and do their jobs. What is the general term for work conducted outside a central office? (A) teleconferencing (B) satellite work (C) instant messaging (D) videoconferencing (E) telework Answer

(E)

71. What term refers to a searchable, archivable website that allows people to comment on and edit one another's work in real time? (A) blog (B) portal (C) webcast (D) podcast (E) wiki Answer

(E)

74. A communication medium's _________ reflects the speed at which it lets the receiver provide feedback. (A) adaptability (B) personal focus (C) language variety (D) ability to transmit multiple cues (E) interactivity Answer

(E)

93. Videoconferencing is ________ in feedback availability and ________ in language variety. (A) low, low (B) moderate, moderate (C) moderate, high (D) high, moderate (E) high, high Answer

(E)

95. _________ ties refer to relationships with coworkers, bosses, and others we know because of the roles we hold. (A) Social (B) Fraternal (C) Community (D) Informal (E) Formal Answer

(E)