Question 1

good communication occurs only when the recipient ______.    A) agrees with the sender\'s message  B) does what the speaker asks  C) understands the speaker\'s meaning  D) makes eye contact with the speaker

Accepted Answer

c) understands the speaker\'s meaning

Question 2

for communication to be successful, meaning must be imparted and _____.    A) received by the other person  B) force action from the receiver  C) feedback must be established  D) understood by the receiver

Accepted Answer

d) understood by the receiver

Question 3

in which of the following cases has communication occurred?    A) Gary updates his blog regularly, even though no one reads it.  B) Brian attends all the Algebra lectures, but is unable to understand the subject.  C) Jen has sent an urgent e-mail to her Japanese colleague, but a translator is not yet available.  D) Ana tells her manager that she needs a new computer, but he says that the company can\'t afford it.

Accepted Answer

d) Ana tells her manager that she needs a new computer, but he says that the company can\'t afford it

Question 4

_____ consists of all the patterns, networks, and systems of communication within an organization.     A) The grapevine  B) Interpersonal communication  C) Organizational communication  D) Formal communication

Accepted Answer

c) organizational communication

Question 5

George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in _______.    A) deciphering the message  B) organizational communication  C) lateral communication  D) decoding the message

Accepted Answer

b) organizational communication

Question 6

when a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ______.    A) control  B) motivate  C) provide a release for emotional expression  D) persuade

Accepted Answer

a) control

Question 7

Alec is hired as a senior analyst at Tech Research Institute and is assigned to a project with four other researchers. He soon realizes that two of his teammates do not see eye-to-eye on many issues. Far from being solved, the situation escalates over the next couple of months. This bothers Alec a great deal because he is expected to coordinate his work with them. He decides to speak to his manager about the problem and seek his advice. In this example, communication is being used ________.    A) informally  B) to control  C) to motivate  D) to inform

Accepted Answer

b) to control

Question 8

in which of the following cases is communication used to control employee behavior?    A) Sandy tells Mitch that she\'s happy with the progress he\'s making.  B) Glenn lets Ann know that the deadline for her project has been postponed.  C) Jan informs Sara that she must follow the dress code at work.  D) Chris gives Jason tips on how to improve his performance.

Accepted Answer

c) Jan informs Sara that she must follow the dress code at work

Question 9

Pat manages the customer care department of her firm. She is very happy with her team of 15 customer care executives who\'ve all been consistently performing well. Customer feedback was impressive and Pat is planning to give them good bonuses this time around. As a manager, Pat believes it is important to let your subordinates know when you are happy with their work. She does so, and also calls a meeting to discuss what they can do to improve further. Pat is using communication for ________.    A) decision making  B) negotiation  C) motivation  D) expressing emotion

Accepted Answer

c) motivation

Question 10

during the communication process, the message is converted to a symbolic form. this process is called _____.    A) decoding  B) encoding  C) deciphering  D) expanding

Accepted Answer

b) encoding

Question 11

the process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ____.    A) decoding  B) encoding  C) reinstating  D) expanding

Accepted Answer

a) decoding

Question 12

disturbances that interfere with the transmission, receipt, or feedback of a message are called ______.    A) screens  B) filters  C) echoes  D) noise

Accepted Answer

d) noise

Question 13

which of the following is an example of noise?    A) sending unsolicited sales messages to prospects  B) adding your contact information at the end of an e-mail message  C) leaving a message on the answering machine when you cannot reach someone  D) thinking about the party you attended last night while sitting in a lecture

Accepted Answer

d) thinking about the party you attended last night while sitting in a lecture

Question 14

which of the following is true for the communication process?     A) The decoding process takes place within the channel.  B) Noise cannot affect the encoding of the message.  C) Encoding takes place before the message reaches the medium.  D) The sender decodes the message and then transmits it.

Accepted Answer

c) encoding takes place before the message reaches the medium

Question 15

Adam has to tell the members of his department that the office timings have changed from flexible timings to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new timing policy. The next day, Adam realizes that most people still do not have a clear idea about the change, as a result of the confusion at the meeting. Which of the following explains why the message was not understood?    A) The sender did not decode the message appropriately.  B) The recipients did not encode the message correctly.  C) The noise in the process interfered with the transmission of the message.  D) The channel was not appropriate for the delivery of this message.

Accepted Answer

c) the noise in the process interfered with the transmission of the message

Question 16

Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which of the following best explains what went wrong with the communication?    A) Laura used a wrong channel of communication.  B) Scanability of the message was poor.  C) Betty decoded the message incorrectly.  D) The complexity capacity of text messaging is poor.

Accepted Answer

c) Betty decoded the message incorrectly

Question 17

the final link in the communication process is ______.    A) encoding  B) decoding  C) receiving  D) feedback

Accepted Answer

d) feedback

Question 18

complexity capacity refers to the degree to which the communication method _______.    A) offers a reasonable assurance of confidentiality  B) makes a simple message seem more complex  C) effectively processes complicated messages  D) offers quick and accurate feedback

Accepted Answer

c) effectively processes complicated messages

Question 19

which of the following describes the number of different messages that can be transmitted using a particular method of communication?    A) complexity capacity  B) breadth potential  C) scanability  D) encoding ease

Accepted Answer

b) breadth potential

Question 20

which of the following attributes of a communication method will be the most important for a scientist who has to send large amounts of data to a colleague?     A) complexity capacity  B) feedback  C) formality  D) interpersonal warmth

Accepted Answer

a) complexity capacity

Question 21

when a sender evaluates a communication method to judge scanability, he is checking if ______.    A) the method can easily transmit a large number of messages  B) the method allows recipients to process complex messages effectively  C) the method adequately conveys personal warmth  D) the recipient can easily browse the message for relevant information

Accepted Answer

d) the recipient can easily browse the message for relevant information

Question 22

CISCO\'s Unified Personal Communicator allows fast and easy access to voice, video, instant messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia interface on your PC or Mac. Which of the following aspects of communication problems does this personal communicator address?    A) security concerns arising from the use of the Internet  B) time-space constraint  C) decoding errors  D) encoding errors

Accepted Answer

b) time-space constraint

Question 23

which of the following is true of nonverbal communication?    A) It is synonymous with body language.  B) It carries greater impact than verbal communication.  C) It is absent in spoken communication.  D) It is involuntary; it cannot be used deliberately.

Accepted Answer

b) it carries greater impact than verbal communication

Question 24

which of the following methods of communication should be used when the sender requires quick and accurate feedback?    A) publications  B) face-to-face   C) postal mail  D) fax

Accepted Answer

b) face-to-face

Question 25

which of the following methods of communication offers high scanability?    A) publications  B) face-to-face communication  C) meetings  D) voice mail

Accepted Answer

a) publications

Question 26

______ is the deliberate manipulation of information to make it appear more favorable to the receiver.    A) Lateral communication  B) Encoding  C) Diagonal communication  D) Filtering

Accepted Answer

d) filtering

Question 27

when a person tells his or her manager what the manager wants to hear, which of the following barriers to effective interpersonal communication is the person using?    A) filtering  B) selective perception  C) feedback  D) defensiveness

Accepted Answer

a) filtering

Question 28

which of the following is true of filtering?    A) Filtering aids effective communication by making a message more favorable to a receiver.  B) The more vertical levels in an organization, the more opportunities there are for filtering.  C) Filtering occurs at the individual level; the organization cannot encourage or discourage it.  D) The use of e-mail increases filtering because communication is more direct.

Accepted Answer

b) the more vertical levels in an organization, the more opportunities there are for filtering

Question 29

all of the following are barriers to effective interpersonal communication, EXCEPT _______.    A) filtering  B) selective perception  C) feedback  D) defensiveness

Accepted Answer

c) feedback

Question 30

Sarah needs funding to research the efficacy of a certain drug for the treatment of cancer. Though her initial trials have been inconclusive, Sarah is sure that the drug will prove to be effective. However, the organizations she plans to approach for funding will not be very impressed with the results of the previous trials and may withhold funding. Sarah has to structure her proposal in such a way that she emphasizes the positives about the drug and minimizes the negative information. Which of the following best describes Sarah\'s technique of writing her proposal?    A) diagonal communication  B) filtering  C) defensiveness  D) jargon

Accepted Answer

b) filtering

Question 31

A(n) _____ occurs when the amount of data provided exceeds the recipient\'s processing capacity.    A) perceptual barrier  B) information overload  C) conceptual block  D) physical barrier

Accepted Answer

b) information overload

Question 32

jargon is _____.    A) the capacity of a communication method to process complex messages  B) a technique for deliberate manipulation of information to make it appear more favorable to the receiver  C) specialized terminology that members of a group use to communicate among themselves  D) a technique that increases the breadth potential of a communication method

Accepted Answer

c) specialized terminology that members of a group use to communicate among themselves

Question 33

which of the following is a way for managers to overcome the barriers to communication?    A) feedback  B) decoding  C) encoding  D) filtering

Accepted Answer

a) feedback

Question 34

listening is an active search for meaning, whereas _____ is passive.    A) speaking  B) encoding  C) decoding  D) hearing

Accepted Answer

d) hearing

Question 35

listening for full meaning without making premature judgements or interpretations is called _______.    A) passive hearing  B) lateral communication  C) active listening  D) decoding

Accepted Answer

c) active listening

Question 36

which of the following is true for active listeners?    A) They should avoid making eye contact and nodding as this will distract the speaker.  B) They should not interrupt the speaker, but should feel free to ask questions about the topic.  C) They should listen for full meaning and avoid paraphrasing what the speaker is saying.  D) Developing empathy for the speaker is not advised as it proves an emotional barrier to listening.

Accepted Answer

b) they should not interrupt the speaker, but should feel free to ask question about the topic

Question 37

which of the following helps an individual to understand the actual content of a message?    A) antipathy  B) empathy  C) apathy  D) empowerment

Accepted Answer

b) empathy

Question 38

when a manager asks an employee to complete a task, he or she is using ______ communication.    A) upward  B) lateral  C) informal  D) formal

Accepted Answer

d) formal

Question 39

organizational communication that is not defined by the organization\'s structural hierarchy is known as _____ communication.    A) external  B) passive  C) informal  D) controlled

Accepted Answer

c) informal

Question 40

the _____ communication system within an organization permits employees to satisfy their need for social interaction with their peers.    A) informal  B) upward  C) formal  D) downward

Accepted Answer

a) informal

Question 41

downward communication is used ______.    A) by employees to give managers progress reports  B) to coordinate and evaluate employees  C) between employees at the same organizational level  D) between people of different departments and organizational levels

Accepted Answer

b) to coordinate and evaluate employees

Question 42

_____communication is communication that flows from a manager to employees.    A) Lateral  B) Upward  C) Downward  D) Horizontal

Accepted Answer

c) downward

Question 43

Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which of the following types of communication does he use?    A) upward  B) downward  C) lateral  D) diagonal

Accepted Answer

b) downward

Question 44

In an effort to improve communication within the Accounts department of a large organization, the department head puts a suggestion box at the door and invites employees to communicate their thoughts, ideas, concerns, or grievances to the managers in the department. Which of the following methods of communication is he encouraging?    A) upward  B) diagonal  C) downward  D) lateral

Accepted Answer

a) upward

Question 45

_____ communication keeps managers aware of how employees feel about their jobs, their coworkers, and the organization in general.    A) Downward  B) Horizontal  C) Lateral  D) Upward

Accepted Answer

d) upward

Question 46

which of the following management styles will most likely encourage upward communication?    A) dictatorial  B) paternalistic  C) participative  D) authoritarian

Accepted Answer

c) participative

Question 47

which of the following is an example of lateral communication?    A) George informs his superior about the progress of the new project.  B) Brian talks to his teammate about a change in project specifications.  C) Richard penalizes John for not following the company dress code.  D) Paul tells the CEO about the low morale in his department.

Accepted Answer

b) Brian talks to his teammate about a change in project specifications

Question 48

cross-functional teams rely heavily on _____ communication, which can be problematic if their managers are not kept informed about the decisions.    A) downward  B) upward  C) vertical  D) lateral

Accepted Answer

d) lateral

Question 49

when an organization has an interest in increasing the efficiency and speed of communication between managers at different levels and in different departments, then ______.    A) upward communication works best  B) diagonal communication should be used  C) lateral communication is ideal  D) upward communication works the fastest

Accepted Answer

b) diagonal communication should be used

Question 50

In the ________ communication network, communication flows according to the formal organizational hierarchy, both downward and upward.    A) chain  B) all-channel  C) wheel  D) horizontal

Accepted Answer

a) chain

Question 51

In a(n) ________ communication network, all communication passes through a clearly identifiable leader to the others in a team and upward from team members to the leader.     A) wheel  B) all-channel  C) chain  D) circular

Accepted Answer

a) wheel

Question 52

In the all-channel network, communication flows ________.    A) downward from a strong leader to his subordinates in the work group  B) in a parallel fashion until all of the members of a work group have been informed  C) freely among all members of a formal work team  D) among the managers of a functional area of an organization

Accepted Answer

c) freely among all members of a formal work team

Question 53

If a company is concerned with achieving high member satisfaction for all the participants in a network, which of the following communication networks is best?    A) chain network  B) horizontal network  C) wheel network  D) all-channel network

Accepted Answer

d) all-channel network

Question 54

Over the years, managers at Wilson\'s Retail have discovered that the sales staff in the retail areas have the best insights into what customers want and how they shop. Wilson\'s uses these insights to design its retail spaces and decide which products to stock. To make the sharing of information easier, Wilson\'s encourages an open communication network, where information flows freely between and among staff and managers. Which of the following communication networks does Wilson\'s use?    A) chain  B) wheel  C) all-channel  D) downward

Accepted Answer

c) all-channel

Question 55

An organization\'s grapevine works as ________.    A) a method for managers to communicate official policy  B) a method for management to control the dissemination of information  C) both a formal and an informal communication method  D) a filter and a feedback mechanism for managers

Accepted Answer

d) a filter and a feedback mechanism for managers

Question 56

Because rumors that flow along the grapevine can never be eliminated entirely, managers can minimize the negative consequences of rumors by ________.    A) ignoring them completely  B) communicating openly and honestly with employees  C) encouraging an all-channel communication network  D) using filtering wherever possible

Accepted Answer

b) communicating openly and honestly with employees

Question 57

which of the following is true for organizational communication?    A) It uses formal but not informal communication techniques.   B) It includes informal communication via the grapevine.  C) Information flows according to the organization\'s chain of command.  D) It does not include interpersonal communication.

Accepted Answer

b) it includes informal communication via the grapevine

Question 58

in order to increase face-to-face communication among employees, the workplace design should ______.    A) maximize visibility and density  B) maximize visibility and minimize density  C) minimize visibility and density  D) minimize visibility and maximize density

Accepted Answer

a) maximize visibility and density

Question 59

Selenius Inc. develops and tests software products. The work calls for a lot of collaboration among employees, who frequently brainstorm and bounce ideas off each other. Which of the following workplace designs will best suit Selenius\' requirements?     A) an open workplace  B) closed cubicles  C) high partitions   D) individual offices

Accepted Answer

a) an open workplace

Question 60

A(n) _____ is a location where Internet users can gain wireless access to the Internet.  A) extranet  B) LAN  C) intranet  D) wi-fi hot spot

Accepted Answer

d) wi-fi hot spot

Question 61

which of the following is a disadvantage of using IT in organizational communication?    A) economic drawbacks  B) geographic constraints  C) psychological costs  D) time constraints

Accepted Answer

c) psychological costs

Question 62

Though IT has improved organizational communications in recent years, ________ remains a major concern.    A) timeliness  B) security  C) cost  D) breadth potential

Accepted Answer

b) security

mgmt ch16 – Flashcards

Unlock all answers in this set

Haven't found what you were looking for?

Search for samples, answers to your questions and flashcards