Chapter 14 Bus 160
Which of the following statements is FALSE? A) Communication networks are found only at the organizational level. B) Communication in an organization tends to occur in certain recurring patterns. C) In order for something to be communicated there must be a common understanding. D) A communication network is the set of pathways through which information flows within a group or organization.
A) Communication networks are found only at the organizational level.
A girl was throwing a party for her friends. She sent an email that said, "Come join me for a summer celebration. It will begin at 2pm and end at 5pm. We will meet at Smith's Park in Allentown to play soccer and kickball. Make sure to bring water and clothes you don't mind getting dirty. Can't wait to see your smiling faces!" Which of the following statements BEST describes the effectiveness of this email? A) It was ineffective because although clear, it was not complete. B) It was ineffective because it was not sent face-to-face but via email. C) It was effective because it was verbal communication. D) It was effective because it was clear and complete.
A) It was ineffective because although clear, it was not complete.
________ is specialized terminology or language that members of a profession, occupation, or other group develop to aid communication among themselves. A) Jargon B) Encoding C) Medium D) Linguistics
A) Jargon
Which of the following statements about persuasive communication is FALSE? A) Leaders attempt to persuade their employees, but the reverse does not happen. B) Employees who work in a group may use persuasion on their peers. C) Persuasive communication is important in many different kinds of situations. D) People in organizations need to develop a competence in persuasive communication.
A) Leaders attempt to persuade their employees, but the reverse does not happen.
________ is anything that interferes with the communication process. A) Noise B) Filtering C) Encoding D) Information distortion
A) Noise
________ is the sharing of information by means of words, either spoken or written. A) Verbal communication B) Nonverbal communication C) Transactional communication D) Corporate communication
A) Verbal communication
________ are most common when there is pooled task interdependence. A) Wheel networks B) Chain networks C) Circle networks D) All-channel networks
A) Wheel networks
According to Krackhardt and Hanson, which informal communication network is MOST LIKELY to be used to solve the problem of repairing a complicated machine? A) advice network B) information network C) trust network D) communication network
A) advice network
A politician wants to gain credibility for his campaign. Because the audience is full of active listeners, he should ________. A) bring up opposing views and refute them B) avoid any talk of opposing views C) contact the audience through informal letters D) never appeal to emotions
A) bring up opposing views and refute them
Grace is shopping for a computer when a salesman begins telling her why she should choose a certain model. He is using technical terms that Grace doesn't understand, so Grace loses interest and leaves. In the future, the salesman should ________. A) change how he encodes the message B) change how he decodes the message C) use more jargon D) use non-verbal communication
A) change how he encodes the message
An American businessman was taking care of a business deal in Japan. He was planning on doing business with a Japanese firm because they have a strong reputation. After talking to the leaders of the firm, he decided they were sneaky and untrustworthy due to their indirect way of speaking. His perceptions MOST LIKELY occurred because of ________.
A) differences in linguistic styles
Jack Dobbs is trying to determine what communication medium to use to communicate his retirement plans to the employees of his company, Dobbs & Son. Jack has spent his entire career building his company that now has twenty-five employees all working in the same building on the south side of Chicago. Jack wants to be sure his employees understand that his son, Jack, Jr., will not change how employees are treated. What communication medium would be MOST effective for Jack to use in order to ensure his employees confidence in his son, Jack, Jr.? A) face-to-face communication B) electronically transmitted verbal communication C) personally addressed written communication D) impersonal written communication
A) face-to-face communication
Telephone conversations provide ________. A) instant feedback B) cues from body language C) the highest level of information richness D) opportunities for nonverbal communication
A) instant feedback
To counter the effect of increasing diversity as a barrier to effective communication, many large organizations are ________. A) instituting diversity-training programs B) grouping workers according to ethnicity or nationality C) using only e-mail as the recommended channel of communication D) avoiding the hiring of people with diverse backgrounds
A) instituting diversity-training programs
Many companies use ________ to facilitate real-time organizational communication online. A) intranets B) Web sites C) extranets D) e-mail messages
A) intranets
A message is clear ONLY when ________. A) it contains information that is easily interpreted or understood B) it has been agreed upon by both the sender and the receiver C) it has been spoken in a voice that can be easily understood D) it has been written in words that anybody can understand
A) it contains information that is easily interpreted or understood
The communication ________ is the pathway through which encoded messages are transmitted. A) medium B) process C) network D) methodology
A) medium
Which of the following is NOT an example of how managers should use communication to motivate employees? A) promoting the filtering of critical information B) expediting the setting and achievement of goals C) determining the valences of various outcomes D) making sure that expectancies are high
A) promoting the filtering of critical information
All of the following are reasons for documenting a message in writing EXCEPT ________. A) the message is routine B) the message is complicated C) the message may be referred to at a later point in time D) the message may be needed later for documentation
A) the message is routine
Deborah Dobson is a supervisor with Tye & Dye, Inc., and prides herself on her efficiency. She often finds herself glancing at her watch while others are speaking to her, or scanning a report while meeting with a subordinate on another matter. Given such behavior, Deborah should not be surprised to discover that she is considered by her coworkers ________. A) to have poor listening skills B) to posses excellent leadership skills C) to be an effective communicator D) to be a model modern manager
A) to have poor listening skills
A(n) ________ depends on one central member to receive and send messages to the other group members, and is most common when there is pooled interdependence. A) wheel network B) circle network C) chain network D) all-channel network
A) wheel network
________ is the set of pathways though which information flows within a group or organization. A) A data conduit B) A communication network C) A telecommunication portal D) An information infrastructure
B) A communication network
________ is the medium with the highest level of information richness. A) A telephone call B) A face-to-face conversation C) A personally addressed letter D) A company's annual report
B) A face-to-face conversation
________ is the sharing of information between two or more individuals or groups to reach a common understanding. A) Brainstorming B) Communication C) Expressing D) Knowledge
B) Communication
Which statement MOST accurately reflects a devil's advocate's response to persuasive communication? A) Devil's advocates will always support bad ideas. B) Devil's advocates are not easily swayed by emotional appeals. C) Devil's advocates are well versed in influencing others. D) Devil's advocates do not question persuasive messages.
B) Devil's advocates are not easily swayed by emotional appeals.
________ occurs when senders withhold part of a message because they think the receiver does not need the information or will not want to receive it. A) Noise B) Filtering C) Encoding D) Information distortion
B) Filtering
________ pertains to the amount of information a given communication medium can carry and the extent to which that medium enables senders and receivers to reach a common understanding. A) Information bandwidth B) Information richness C) Feedback flexibility D) Data-sharing capacity
B) Information richness
________ is an attempt by one person or group to share information with other persons or groups in order to get them to accept, follow, or otherwise achieve the objectives the communicator desires. A) Message filtering B) Persuasive communication C) Organizational messaging D) Business communication
B) Persuasive communication
________ are unofficial bits of information on topics that are important or interesting to an organization's members. A) Filters B) Rumors C) Grapevines D) Tidbits
B) Rumors
Which of the following statements BEST describes the communication of a company where all communication takes place via electronically-transmitted verbal communication? A) Their communication lacks credibility. B) Their communication is not as rich as it could be. C) Their communication is very inefficient. D) Their communication is not effective.
B) Their communication is not as rich as it could be.
Which of the following is enhanced by nonverbal communication? A) a text message B) an in-person meeting C) a telephone message D) a company's annual report
B) an in-person meeting
When a message is ambiguous, the receiver's ________ will be MOST LIKELY to affect interpretation of the message. A) education B) biases C) experience D) knowledge
B) biases
A teacher rearranges her students' desks from rows to several square groups of four desks. These groups are MOST conducive to a ________ communication network. A) wheel B) circle C) spiral D) chain
B) circle
Using the phrase "it's in the best interests of everyone in our department and vital to the future of our company" frames an argument with ________ appeal. A) intellectual B) emotional C) logical D) factual
B) emotional
Encoding is MOST necessary to communication because it ________. A) eliminates information distortion B) entails modifying a message based on who is receiving it C) provides specialized terminology D) gives credibility to the message
B) entails modifying a message based on who is receiving it
As an attorney with the firm of Dewey, Cheatum, & Howe, Juliana has just received the message from a major client that she is not to proceed with a legal filing. Juliana called the client back to say that she had stopped the filing process, and the client thanked her before hanging up. Juliana's response to the clients' message is an example of the ________. A) decoding phase B) feedback loop C) filtering process D) enactment process
B) feedback loop
Janet, a manager at a local restaurant, was very frustrated with one of the chefs. The chef sang as he cooked and this disturbed Janet. But, the chef did not change his behavior. Finally, one day, in anger, Janet told the chef that she was very disappointed that he had not changed his behavior. In shock, the chef said, "I didn't even know that you were upset by my singing. Of course, I will stop." Janet had failed to communicate her ________. A) knowledge B) feelings and emotions C) expectations for recipes D) goals for the restaurant
B) feelings and emotions
The ________ is a set of informal communication pathways though which unofficial information flows in an organization. A) intranet B) grapevine C) rumor mill D) advice network
B) grapevine
Communication is complete after ________. A) it is listened to or read by the receiver and acknowledged as being received B) it contains all the information necessary to achieve a common understanding between the sender and the receiver C) it has been shared by either speaking or writing by the sender and acknowledged by the receiver D) it provides all of the information that a sender wants to share with others
B) it contains all the information necessary to achieve a common understanding between the sender and the receiver
A manager tells employees about the new reward and punishment system that she is going to implement in the group. She spends far more time discussing rewards and explains that she believes that all employees can earn the rewards if they devote the right amount of effort to their work. She is very encouraging. The manager is MOST LIKELY trying to ________ her employees. A) control B) motivate C) punish D) educate
B) motivate
Jill asked Jack to go to the store and pick up apples, milk, and bread. Jack was watching tv and did not look up at Jill when she spoke to him. He assured her that he heard her and would take care of her requests. When Jill left, Jack did not at all remember what Jill had said to him. Jill did not communicate with Jack due to _______. A) body language B) poor listening C) rumors and gossip D) information distortion
B) poor listening
In the communication process, the ________ is the individual, group, or organization for which the information is intended. A) end-user B) receiver C) decoder D) encoder
B) receiver
A college professor was very excited to have a specific guest visiting his class. When he introduced the guest to the class, he momentarily forgot that the students were not experts in the field of study. Consequently, he used several different acronyms to describe the guests experiences. The students did not understand these acronyms. As a result, ________. A) the students were probably impressed by the speaker's credentials B) the jargon prevented effective communication C) low information richness prevented effective communication D) communication was likely to be effective
B) the jargon prevented effective communication
The sharing of information as well as ________ must take place in order for communication to take place. A) the similar use of the information B) the reaching of a common understanding C) an understanding of it from unique points of view D) an assumption of what the information means
B) the reaching of a common understanding
Nell Bates has recently become the supervisor of the shipping department at Bates and Hitchcock Suppliers, Inc. In her first week on the job, she spent 10 minutes meeting with each employee to discuss the department's objectives and the timeline for meeting these objectives. This scenario demonstrates that one function of communication is ________. A) to share individual perspectives B) to provide information C) to control individual efforts D) to express feelings and emotions
B) to provide information
Which of the following statements is TRUE? A) Active listeners do not ask questions. B) Active listeners ignore nonverbal cues. C) Active listeners avoid interrupting the speaker. D) Active listeners overlook the "unsaid" things.
C) Active listeners avoid interrupting the speaker.
________ is the translation of the message into symbols or language that the receiver can understand. A) Decoding B) Transmission C) Encoding D) Encapsulation
C) Encoding
Which of the following groups is LEAST LIKELY to use an all-channel communication network? A) high-tech research and development teams B) top management teams C) auto assembly-line workers D) emergency room teams
C) auto assembly-line workers
A(n) ________ is characterized by communication between members flowing in a predetermined sequence, and is most common when tasks are sequentially interdependent. A) wheel network B) circle network C) chain network D) all-channel network
C) chain network
In a ________ network, members communicate with those who are similar to them on some dimension, such as expertise, interests, or location. A) wheel B) spiral C) circle D) chain
C) circle
Receivers are MOST LIKELY to withhold feedback or to provide inappropriate feedback when the ________. A) stakes are high B) message is complex C) feedback is negative D) sender is physically distant
C) feedback is negative
In choosing a medium, one of the most significant trade-offs is between ________ and the amount of time it takes to communicate the message by using the medium. A) convenience B) feedback level C) information richness D) personal preferences
C) information richness
Effective communication requires that the sender translate the message into a form that ________. A) is free of jargon B) conveys emotions or feelings C) is understood by the receiver D) has universal significance
C) is understood by the receiver
When the landing signal officer on an aircraft carrier tells the pilot of an aircraft preparing to land "Right for lineup" or "Get dirty" instead of describing the numerous moves required for each action, this is an example of ________. A) jargon interfering with effective communication B) noise preventing effective communication C) jargon expediting effective communication D) a total lack of effective communication
C) jargon expediting effective communication
During the middle school's open house, the teacher told her student's parents that she really liked their child. While saying this she had a very dirty look on her face. Through her ________, the teacher raised doubts as to whether she really liked the children. A) true communication B) verbal communication C) nonverbal communication D) ambivalent communication
C) nonverbal communication
The process that confirms that a message has been received and properly understood is called ________. A) the filtering stage B) the encoding phase C) the feedback loop D) the question-and-answer phase
C) the feedback loop
Real communication occurs when ________. A) the sender gives feedback to the receiver B) the sender and the receiver agree with each other C) the sender and receiver attribute the same meaning to the message D) information is being transmitted
C) the sender and receiver attribute the same meaning to the message
The ________ provides paths of communication for delicate information, as well as for potential and actual crises. A) grapevine B) advice network C) trust network D) communication network
C) trust network
________ provides employees with the information they need to do their jobs effectively. A) Adversity B) Technology C) Negotiation D) Communication
D) Communication
________ is the process by which the receiver interprets or tries to make sense of the message the sender is trying to transmit. A) Encoding B) Collating C) Codification D) Decoding
D) Decoding
________ MOST OFTEN offer the most facility for persuasive communication. A) Web sites B) Letters and memos C) E-mail messages D) Face-to-face conversations
D) Face-to-face conversations
Which statement BEST describes how jargon is related to decoding? A) If the sender has a strong background in the subject, decoding will occur. B) If the sender has a strong background in the subject, decoding will not occur. C) If the receiver has a strong background in the subject, decoding will not occur. D) If the receiver has a strong background in the subject, decoding will occur.
D) If the receiver has a strong background in the subject, decoding will occur.
________ allows a sender to communicate with the largest number of receivers simultaneously. A) Voicemail B) Instant messaging C) Personally addressed written communication D) Impersonal written communication
D) Impersonal written communication
________ is the change in meaning that occurs when a message travels through a series of senders to a receiver. A) Noise B) Filtering C) Encoding D) Information distortion
D) Information distortion
The owner of a tire company is in the process of choosing a spokesperson. She wants to choose someone that will have high credibility. Her BEST option for a spokesperson would be ________. A) a medal winning Olympic gymnast B) an adorable child star C) a well-known politician D) a successful racecar driver
D) a successful racecar driver
A(n) ________ is MOST OFTEN used in groups whose task involves reciprocal task interdependence. A) wheel network B) circle network C) chain network D) all-channel network
D) all-channel network
An employee needs to figure out what paper work he needs to complete to request vacation time. He would turn to the ________ to learn this. A) advice network B) information network C) trust network D) communication network
D) communication network
Personally addressed written communication BEST helps to ________. A) provide nonverbal cues B) promote instantaneous feedback C) speed up communication D) encourage the receiver to pay attention to it
D) encourage the receiver to pay attention to it
Good communication serves all of the following functions in an organization EXCEPT ________. A) providing knowledge B) motivating organizational members C) expressing feelings and emotions D) ensuring agreement between employees
D) ensuring agreement between employees
Carly, a district manager of a chain restaurant, has been under a lot of stress lately because her store did not meet last month's sales quota. While going over this month's sales numbers, which look equally bad, Mary, one of her lead waitresses, calls in sick. Carly immediately begins yelling at her and telling her that she must come in whether or not she is sick. Mary tries to protest, but is unable to because she is crying. What important function of communication is Carly MOST LIKELY ignoring? A) controlling and coordinating group activities B) providing knowledge C) motivating organizational members D) expressing feelings and emotions
D) expressing feelings and emotions
The communication process is complete when both parties ________. A) have encoded their responses B) have said everything that they have to say C) have sent and responded to messages D) have reached a common understanding
D) have reached a common understanding
Which of the following is the LOWEST in information richness? A) face-to-face communication B) telephone conversations C) texting D) impersonal written communication
D) impersonal written communication
In persuasive communication, the sender's task is to ________. A) inform the receiver B) provide the reader with facts C) remain logical and objective D) influence the receiver's response
D) influence the receiver's response
Which of the following factors is LEAST LIKELY to enhance a sender's credibility? A) referent power B) moral integrity C) emotional intelligence D) informal leadership
D) informal leadership
People who do not like talking on phones because they feel they are not really communicating MOST LIKELY rely on ________ communication. A) grapevine B) jargoned C) verbal D) nonverbal
D) nonverbal
All of the following are part of a person's linguistic style EXCEPT ________. A) volume B) tone of voice C) use of pauses D) physical distance
D) physical distance
The ________ is the individual, group, or organization that needs or wants to share information with some other individual, group, or organization. A) receiver B) messenger C) encoder D) sender
D) sender
A manager has been told by upper management to communicate a message to several of his employees. The manager needs to convey the message quickly and does not want to have a lengthy discussion about the message. His BEST option would be ________. A) holding a meeting B) calling each employees C) writing an informal letter D) sending an email
D) sending an email
Nonverbal communication is the sharing of information by all of the following means EXCEPT ________. A) facial expressions B) body language C) mode of dress D) spoken word
D) spoken word
Which of the following does NOT determine the persuasiveness of a written message? A) the content and font-type of the message B) the characteristics of the sender C) the characteristics of the receiver D) the place in which the message was composed
D) the place in which the message was composed
A good listener would NOT ________ while somebody else was speaking to him. A) consider the most important part of the message B) rephrase key points and ask questions C) maintain eye contact with the speaker D) think of what he was going to say next
D) think of what he was going to say next
