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MULTIPLE CHOICE
1.
Research indicates that poor _____ is probably the most frequently cited source of
interpersonal conflict.
a. motivation
b. leadership
c. training
d. communication
e. hygiene
(d; Moderate; p. 368)
2.
Communication must include both the _____ and the understanding of meaning.
a. transportation
b. interpretation
c. triaging
d. transference
e. intention
(d; Moderate; p. 368)
Functions of Communication
4.
218
7.
When employees are required to follow their job description or to comply with company
policies, communication is performing a(n) ______ function.
a. control
b. motivation
c. emotional expression
d. information
e. feedback
(a; Moderate; p. 369)
8.
Clarification to employees about how well they are doing, and what can be done to
improve performance, are examples of which function of communication?
a. information
b. control
c. motivation
d. emotional expression
e. none of the above
(c; Moderate; p. 369)
9.
219
e. leader
(c; Easy; p. 369)
14.
John writes a memo to his employees. Putting his thoughts onto paper is an example of
_____.
a. encoding
b. communicating
c. messaging
d. channeling
e. cryptography
(a; Moderate; p. 369)
17.
What step determines whether understanding has been achieved during the
communication process?
a. decoding
b. feedback
c. channel
d. encoding
e. transmission
(b; Moderate; p. 370)
18.
19.
220
a. downward
b. lateral
c. formal
d. directional
e. diagonal
(a; Moderate; p. 370)
21.
All of the following are examples of downward communication flows except _____.
a. managers assigning goals
b. managers informing employees of procedures
c. managers pointing out problems that need attention
d. employees completing attitude surveys
e. managers telling employees to work more quickly
(d; Moderate; p. 370)
23.
Suggestion boxes, employee attitude surveys, and grievance procedures are examples
of _____.
a. organizational structure
b. horizontal communication
c. managerial communication
d. upward communication
e. diagonal communication
(d; Easy; p. 371)
24.
Communication that takes place among members of work groups at the same level is
known as _____ communication.
a. tangential
b. cross-functional
c. job
d. lateral
e. downward
(d; Moderate; p. 371)
25.
221
Interpersonal Communications
27.
Communication messages that are passed through a great many people will most likely
suffer from which of the following?
a. disruption
b. distortion
c. lack of non-verbal cues
d. decoding
e. formal communication decay
(b; Challenging; p. 372)
28.
A sender may most likely choose to use written communication because _____.
a. written communications are tangible and verifiable
b. written messages can be retracted easily
c. the messages can only be stored for short periods of time
d. written messages usually take minimal time to prepare
e. written messages often require additional feedback
(d; Moderate; p. 372)
30.
Messages conveyed through body movements and facial expressions are _____.
a. body language
b. kinesics
c. physical characteristics
d. connotations
e. semantics
(a; Easy; p. 373)
32.
Facial expressions, physical distance, and looking at your watch are all examples of
_____.
a. kinesics
b. nonverbal communication
c. informal networks
d. verbal communication
e. adaptors
(b; Moderate; p. 373)
33.
All
a.
b.
c.
222
d. facial expressions
e. hand gestures
(b; Moderate; p. 373)
34.
A(n) _____ network of communication would most likely be found in direct-line authority
relations with no deviations.
a. vertical
b. direct
c. chain
d. all-channel
e. box
(c; Moderate; p. 374)
36.
In a(n) _____ communication network, any network member can communicate with any
other member.
a. wheel
b. all-channel
c. interpersonal
d. circle
e. free
223
The most effective communication network for facilitating the emergence of a leader is
_____.
a. chain
b. all-channel
c. wheel
d. direct
e. box
(c; Moderate; p. 374)
41.
In one study of the grapevine, it was found that only _____ percent of the executives
participated by passing the information on to more than one other person.
a. 10
b. 15
c. 20
d. 25
e. 30
(a; Challenging; p. 375)
42.
Studies have shown that _____ percent of the information transmitted through the
grapevine is accurate.
a. 55
b. 65
c. 75
224
d. 85
e. 100
(c; Moderate; p. 375)
47.
Which element does not have to be present in order for a rumor to emerge?
a. anxiety
b. importance
c. confidence
d. ambiguity
e. solid deadlines for decisions
(c; Moderate; p. 376)
50.
There is a rumor in your organization that layoffs are inevitable. Which of the following is
the least likely way to reduce the negative consequences of this rumor?
a. Explain decisions that may appear inconsistent or secretive.
b. Emphasize the downside, as well as the upside, of current decisions and future
plans.
c. Discount the rumor.
d. Openly discuss worst case possibilities.
e. Discuss deadlines for decisions.
(c; Moderate; p. 377)
52.
_____ are private, organization-wide information networks that look and act like a web
site but to which only people in an organization have access.
225
a. Intranets
b. Extranets
c. Internets
d. Corporatenets
e. all of the above
(a; Challenging; p. 378)
Choice of Communication Channel
54.
When Neal Patterson, CEO of Lerner Corporation sent his seething e-mail to 400
managers, he erred by selecting the wrong_____.
a. channel for his message
b. message
c. distribution
d. emotional charge
e. none of the above
(a; Easy; p. 382)
55.
226
56.
A communication channel with greater channel richness is most likely to provide _____
than less rich channels.
a. greater feedback density
b. greater filtering capability
c. greater perceptual wellness
d. larger amounts of information
e. more significant communication barriers
(d; Moderate; p. 382)
Barriers to Effective Communication
57.
When a person manipulates information so that it will be seen more favorably by the
receiver, he is _____.
a. using selective perception
b. filtering information
c. using politically correct communication
d. suffering from communication apprehension
e. using ineffective communication means
(b; Challenging; p. 383)
58.
Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in
_____.
a. filtering
b. selective perception
c. communication apprehension
d. emotional block
e. selective selection
(a; Moderate; p. 383-384)
60.
An interviewer who believes female applicants will put family ahead of career is using
_____.
a. prejudice
b. selective perception
c. values judgment
d. filtering
e. projection
(b; Challenging; p. 384)
62.
During the communication process, which of the following is most likely to result in lost
information?
227
a. information processing
b. information overload
c. information filtering
d. effective communication
e. the maximal effort effect
(b; Moderate; p. 384)
63.
Variables that influence the language a person uses include all of the following except
_____.
a. age
b. incentives
c. education
d. cultural background
e. nationality
(b; Moderate; p. 384)
64.
Specialists develop their own technical language, or _____, to aid communication within
their groups.
a. slang
b. culture
c. norms
d. jargon
e. region
(d; Easy; p. 384)
65.
Communication _____ is the tension and anxiety about oral, or written communication,
or both.
a. obstruction
b. apprehension
c. breakdown
d. block
e. frustration
(b; Moderate; p. 385)
66.
Tannens research indicates that men use talk to _____ , while women use it to _____.
a. emphasize status; create connections
b. get promotions; problem-solve
c. establish blame; gossip
d. create networks; emphasize individualism
e. establish interdependence; create relationships
(a; Moderate; p. 385)
68.
Which of the following behaviors are women most likely to demonstrate during
communication?
a. They tend to be more boastful than men.
b. They seek to undermine others.
228
Which of the following statements is least likely to be true regarding the relationship
between silence and communication?
a. Silence reflects groupthink.
b. Employees express dissatisfaction through silence.
c. Silence can indicate that an individual is upset.
d. Managers use silence to show favoritism.
e. Important messages can be conveyed through silence.
(d; Moderate; p. 387)
70.
_____ cultures rely heavily on nonverbal and subtle situational cues when
communicating with others.
a. High-context
b. Low-context
c. Neutral context
d. High-content
e. Low-content
(a; Moderate; p. 390)
72.
Individuals from which of the following countries would be most likely to rely essentially
on words to convey meaning?
a. China
b. Saudi Arabia
c. Vietnam
d. Germany
e. Greece
(d; Moderate; p. 390)
73.
229
75.
Which of the following is most likely to be true regarding U.S. businesses with overseas
parent companies?
a. Parent companies in high context cultures tend to downplay status.
b. Languages differences promote diversity and creativity on work teams.
c. Managers are rarely required to learn the language of the parent company.
d. U.S. managers communicate successfully by relying solely on body language.
e. Language differences interfere with the effective conduct of business.
(e; Easy; p. 392)
TRUE/FALSE
77.
No group can exist without communication.
(True; Easy; p. 368)
78.
Communication provides a release for the emotional expression of feelings and for the
fulfillment of social needs.
(True; Moderate; p. 369)
83.
230
87.
Encryption is the process through which a message is converted into symbolic form.
(False; Moderate; p. 369)
88.
The encoder is the object to whom a message is directed.
(False; Easy; p. 370)
89.
When two people are talking, the message that they exchange is referred to as noise.
(False; Moderate; p. 370)
90.
Feedback determines whether a message has been received.
(False; Moderate; p. 370)
91.
The receiver ciphers the communication.
(False; Easy; p. 370)
Direction of Communication
92.
Communication can flow perpendicularly or vertically.
(False; Easy; p. 370)
93.
Within an organization, the channels available for upward communication are generally
very limited.
(False; Moderate; p. 370-371)
94.
Lateral communications are often created to short-circuit the vertical hierarchy within an
organization.
(True; Moderate; p. 371)
97.
Lateral communication can create dysfunctional conflicts.
(True; Moderate; p. 371)
Interpersonal Communication
98.
Oral communication is the chief means of conveying messages among group members.
(True; Easy; p. 371)
99.
The advantages of oral communication are precision and feedback.
(False; Moderate; p. 371)
100.
Oral communications are more likely than written communications to be logical and
clear.
(False; Moderate; p. 372)
101.
Written communication has a built-in feedback mechanism.
(False; Moderate; p. 373)
102.
231
Body language can convey the relative perceived status between a sender and a
receiver.
(True; Easy; p. 373)
104.
Body language tends to make verbal communication less complicated.
(False; Easy; p. 373)
105.
Facial expressions can indicate something quite different from the verbal message that a
sender is communicating.
(True; Easy; p. 373)
106.
The all-channel network uses one figure to act as the conduit for all of the groups
communication.
(False; Easy; p. 374)
109.
The grapevine is a type of chain communication.
(False; Moderate; p. 375)
110.
The grapevine is perceived by most employees as being more believable and reliable
than formal communiqus issued by management.
(True; Moderate; p. 375)
111.
Rumors flourish in ambiguous situations.
(True; Moderate; p. 376)
112.
Evidence indicates that about 90 percent of the information conveyed through the
grapevine is accurate.
(False; Challenging; p. 376)
113.
Electronic mail is the ideal method for conveying messages that might evoke emotional
responses.
(False; Moderate; p. 378)
115.
Intranets are electronic networks used to connect international employees with selected
suppliers, customers, and strategic partners.
(False; Moderate; p. 379)
Choice of Communication Channel
116.
232
117.
Technology-based communication like electronic mail is the least rich form of written
communication.
(False; Moderate; p. 383)
Barriers to Effective Communication
118.
Filtering is most likely to occur in organizations in which there are many vertical levels.
(True; Challenging; p. 384)
119.
Filtering, selective perception, defensiveness, and silence are all barriers to effective
communication.
(False; Moderate; p. 383-385)
121.
When the information we have to work with exceeds our processing capacity, the result
is selective perception.
(False; Moderate; p. 384)
122.
Individuals have an infinite capacity for processing data.
(False; Easy; p. 384)
123.
People who suffer from communication apprehension experience undue tension and
anxiety only in oral communication.
(False; Challenging; p. 385)
Current Issues in Communication
126.
Gender differences between men and women are accepted as rarely creating oral
communication barriers.
(False; Easy; p. 385)
127.
Women typically use talk to gossip, whereas men use it to create individualism.
(False; Moderate; p. 385)
128.
Men are likely to use an indirect communication style to be covert or sneaky.
(False; Moderate; p. 386)
129.
Women tend to view telling a problem as a means to promote closeness.
(True; Moderate; p. 386)
130.
Men are often more covert than women in conversation.
(False; Easy; p. 386)
131.
Silence generally reflects a lack of communication.
(False, Easy, p. 386)
233
132.
When we eliminate words because theyre politically incorrect, we reduce our options for
conveying messages in the clearest and most accurate form.
(True; Easy; p. 388)
133.
Cross-cultural communications may have a barrier caused by tone differences.
(True; Moderate; p. 390)
134.
Individuals in high-content cultures rely heavily on nonverbal and subtle situational cues
to convey meaning.
(False; Moderate; p. 390)
135.
Joe misses the one oclock meeting because he misunderstood which meeting Mary was
referring to. Joe forgot to ask Mary to clarify which meeting she meant. Joes
misunderstanding therefore occurred due to a lack of:
a. encoding.
b. decoding.
c. noise.
d. feedback.
e. channel.
(d; Moderate; p. 370)
Application of Barriers to Effective Communication
Zeus Industries sells satellite television systems. In the past, the company has been highly
successful, and the senior management has created special perks and lavish offices for
themselves. Other employees do not have access to these perks, and their facilities are nondescript.
234
Recently, the company invested heavily in one of the many new technologies available.
Employees tell senior management that this investment was the right choice, but sales keep
decreasing. Some sales employees have also given incorrect information to suppliers, even
though the company has held numerous intensive training sessions to keep sales personnel
apprised of changes in the industry. The company has also received low customer service
ratings from recent consumer surveys. These surveys indicate that customers are frustrated with
the specialized technical knowledge necessary to operate their satellite systems.
139.
Which of the following best characterizes the communication problem occurring between
employees and senior management?
a. filtering
b. sabotage
c. communication apprehension
d. overload
e. selective perception
(a; Moderate; p. 383-384)
140.
The mistakes committed by the sales staff suggest that sales personnel are probably
experiencing which of the following as a result of their intensive training?
a. filtering
b. lack of feedback
c. information overload
d. defensiveness
e. selective perception
(c; Moderate; p. 384)
141.
Zeus Industry customers are most likely having difficulty understanding which of the
following?
a. formal channels of communication
b. industry-related buzzwords or jargon
c. informal channels of communication
d. knowledge gathered from the grapevine
e. rumors originated by company employees
(b; Easy; p. 384)
142.
Which of the following approaches would be most likely to help resolve the
communication problems that the company is experiencing?
a. increased filtering of messages from management to employees
b. increased training of sales staff and customer service employees
c. improved company communication through rich communication channels
d. selective perception by senior management when choosing which concerns to
address
e. increased use of memos and formal reports to communicate policy changes
(b; Moderate; p. 383-385)
Application of Gender Differences in Communication
You sit in on a meeting between two of your managers. The following conversation occurs:
Mary:
I have been thinking all day about which one of the employees should be promoted
to manager. Ralph, Id like to get your opinion about the three possible candidates.
Ralph:
Hire Jackson.
Mary:
Well . . . Id really like to discuss this so that we can both be comfortable with the
decision.
Ralph:
You asked for my opinion. I said that we should hire Jackson. We really need to
get a move on this, Mary. Cant you just make a decision?
Mary:
Im sorrymaybe we can talk later.
Ralph:
Youre sorry? Are you having trouble handling the pressure?
235
143.
Ralphs direct response to Marys initial statement most likely serves to emphasize his
_____.
a. irritation
b. indecision
c. independence
d. subordination
e. understanding
(c; Moderate; p. 386)
Application of Cultural Context
Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over
the world. She needs to convey information to new employees that will help them understand
the importance of communicating across cultures.
146.
Brenda explains to new employees that _____ cultures, like China and Vietnam, rely
heavily on nonverbal cues.
a. low-content
b. high-content
c. neutral-content
d. low-context
e. high-context
(e; Moderate; p. 390)
147.
Brenda should advise new employees to do which of the following when dealing with
others from different cultures?
a. Remember that individuals are similar in many ways.
b. Avoid interpreting anothers actions until you know the full story.
c. Act decisively and quickly to demonstrate your power.
d. Minimize opportunities for feedback.
e. Do your best to avoid conflict.
(b; Moderate; p. 391)
236
Harriet has been assigned the task of setting up work teams for a complex software development
project. Each team has different work requirements. Harriet must choose the best structure for
each team, based on its specific requirements.
149.
Team A must operate very quickly to meet stringent deadlines. The quality of the final
project depends highly on Team As output, so Team A must also work very accurately.
Which of the following network structures should Harriet choose for this team?
a. chain
b. wheel
c. grapevine
d. informal
e. all-channel
(b; Moderate; p. 375)
150.
Harriet has been charged with the task of evaluating two employees for possible
promotions. She is interested in learning which employee has the most effective
leadership skills. One of the employees is assigned to Team B, and the other is assigned
to Team C. Which network structure should Harriet choose for these teams if she wishes
to place the two employees in clear leadership positions on the teams?
a. wheel
b. chain
c. concentric
d. all-channel
e. diverse
(a; Moderate; p. 375)
151.
153.
237
The seven parts of the communication process are the source, encoding, the
message, the channel, decoding, the receiver, and feedback. The source initiates
a message by encoding a thought. The message is the actual physical product
from the source encoding. The channel is the medium through which the
message travels. The receiver is the object to whom the message is directed. The
symbols must be translated into a form that can be understood by the receiver.
This is the decoding. The final link is a feedback loop. ( Page 369)
154.
155.
156.
157.
158.
160.
Discuss the three common small group networks. Evaluate each on their effectiveness.
238
162.
163.
239
phrase Im sorry as a weakness. They interpret the phrase to mean the woman
is accepting blame. (Page 385-386)
164.
Discuss four ways to reduce misinterpretations when communicating with people from a
different culture.
The following four rules can be helpful when communicating with people from
different cultures.
1. Assume differences until similarity is proven. You are less likely to make an
error if you assume others are different from you rather than assuming
similarity until differences are proven.
2. Emphasize description rather than interpretation or evaluation.
Delay
judgment until youve had sufficient time to observe and interpret the
situations from the differing perspectives of all the cultures involved.
3. Practice empathy. Before sending a message, put yourself in the recipients
shoes.
4. Treat your interpretations as a working hypothesis. Recognize that you need
further testing of your hypothesis. Carefully assess the feedback provided by
recipients to see if it confirms your hypothesis.
(Page 391)
COMPREHENSIVE ESSAYS
165.
Describe the communication process. Include the communication process model and
explain the seven parts of this model.
Before communication can take place, a purpose, expressed as a message to be
conveyed, is needed. It passes between a source (the sender) and a receiver. The
message is encoded (converted to a symbolic form) and passed by way of some
medium (channel) to the receiver, who retranslates (decodes) the message
initiated by the sender. The result is a transference of meaning from one person
to another. The seven parts of the communication process are the source,
encoding, the message, the channel, decoding, the receiver, and feedback. The
source initiates a message by encoding a thought. The message is the actual
physical product from the source encoding. The channel is the medium through
which the message travels. The receiver is the object to whom the message is
directed. The symbols must be translated into a form that can be understood by
the receiver. This is the decoding. The final link is a feedback loop. (Page 369)
166.
240
benefit of all written communication comes from the process itself. Youre usually
more careful with the written word than the oral word. Youre forced to think more
thoroughly about what you want to convey in a written message than in a spoken
one. Thus, written communications are more likely to be well thought out, logical,
and clear. Written messages also have their drawbacks. Theyre time consuming.
So, although writing may be more precise, it also consumes a great deal of time.
The other major disadvantage is feedback, or lack of it. Oral communication
allows the receiver to respond rapidly to what he thinks he hears. Written
communication, however, does not have a built-in feedback mechanism. The
result is that the mailing of a memo is no assurance it has been received, and, if
received, there is no guarantee the recipient will interpret it as the sender
intended. The latter point is also relevant in oral communiqus, except its easy in
such cases merely to ask the receiver to summarize what youve said. An accurate
summary presents feedback evidence that the message has been received and
understood. (Pages 371-373)
167.
241