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MAN3025 Exam 4 (Ch 15)

Which of the following is NOT part of listening-centered communication?
A. Summarize what you believe the other person has said.
B. Pay attention to the words spoken.
C. Ask the other person to stop speaking when you disagree so that you may provide your counterargument.
D. Ask questions to try to better understand.
E. Only offer answers after the other person agrees that you understand her point of view.
C. Ask the other person to stop speaking when you disagree so that you may provide your counterargument.
Communication is
A. speaking or writing so that another is able to comprehend the meaning.
B. interpretation of messages sent via any media.
C. the combined activities of speaking and listening.
D. the transfer of information and understanding from one person to another.
E. a process involving only the sender, message, and receiver.
D. the transfer of information and understanding from one person to another.
When your intended message is sent accurately in the least amount of time, you are a(n)
A. economical communicator.
B. efficient communicator.
C. formal communicator.
D. collaborative communicator.
E. effective communicator.
B. efficient communicator.
Which of the following is NOT an element of the communication model?
A. Sender
B. Feedback
C. Decoder
D. Noise
E. Message
C. Decoder
The process of translating a message into understandable symbols or language is called
A. encoding.
B. transforming.
C. mediating.
D. decoding.
E. enriching.
A. encoding
When the band came out on stage and the lead singer shouted, “Hello, Orlando!” the crowd roared with applause. This is an example of
A. decoding.
B. medium selection.
C. noise.
D. encoding.
E. feedback.
E. feedback.
Which of the following is NOT an example of noise in the communication process in a typical classroom?
A. A student in the back of the classroom texting a friend
B. Groundskeepers mowing the lawn outside the classroom window
C. A student responding to a professor’s request for questions
D. Uncomfortable classroom desks
E. An attractive person walking by the open classroom door
C. A student responding to a professor’s request for questions
Which of the following is a step in the communication process?
A. Noise is eliminated from the message
B. The sender decodes the message
C. Possible receivers are considered
D. The message is transmitted through a medium
E. The receiver selects medium
D. The message is transmitted through a medium
A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback.
A. encoded
B. rich
C. dense
D. complex
E. formal
B. rich
Which of the following is the most appropriate media for a manager advising employees of a revision to the company’s bonus structure?
A. E-mail to all those affected
B. Telephone call to each
C. Posting an announcement near the office coffee machine
D. Face-to-face meeting
E. Personal note to each
D. Face-to-face meeting
Of the following, which medium is the richest?
A. Company newsletter
B. Telephone
C. E-mail
D. Memos
E. Videoconferencing
E. Videoconferencing
Of the following, which medium is the least rich?
A. Flier on a bulletin board
B. Instant messaging on the Internet
C. E-mail
D. Handwritten notes
E. Conference telephone calls
A. Flier on a bulletin board
A manager wants to tell employees that the quarterly project management training will start on April 12th, about two months from now. Generally, which of the following should the manager use?
A. Videoconferencing
B. Telephone
C. Personal notes
D. Face-to-face meeting
E. Newsletter
E. Newsletter
Executives at Raytron Industries want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming any of the following are possible, how should executives communicate this?
A. Send a memo to all managers
B. Call a meeting of managers
C. Post a notice on all bulletin boards
D. Send an e-mail to all managers
E. Schedule a conference phone call
B. Call a meeting of managers
Samantha wanted to tell her employee about the seminar, but she put the flier in a stack of papers and forgot about it until after the deadline to sign up. This is an example of what type of barrier to communication?
A. Sender barrier
B. Encoding barrier
C. Medium barrier
D. Feedback barrier
E. Receiver barrier
A. Sender barrier
Yelena worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. This is an example of a(n) ______ barrier to communication.
A. decoding
B. sender
C. feedback
D. receiver
E. encoding
E. encoding
Rolando was in meetings all day and didn’t get a chance to check his email before he had to pick up his children from daycare, so he missed an important message from a client. This is an example of what type of barrier to communication?
A. Medium barrier
B. Decoding barrier
C. Feedback barrier
D. Receiver barrier
E. Encoding barrier
D. Receiver barrier
Odiche works part-time in a smoothie shop. With all the blenders, sometimes the noise prevents him from correctly hearing the customer orders. This is an example of a(n) ______ barrier to communication.
A. feedback
B. semantic
C. personal
D. encoding
E. physical
E. physical
Dianne, located in Michigan, needs to communicate with Henning, who is in Oslo, Norway, about a project they are working on. Henning has perfect command of English, but they are still facing a(n) ______ barrier to communication.
A. semantic
B. personal
C. encoding
D. medium
E. physical
E. physical
The study of the meaning of words is called
A. jargon.
B. lexicography.
C. rhetoric.
D. semantics.
E. cartology.
D. semantics.
______ is likely to cause a semantic barrier to communication.
A. Jargon
B. Technology
C. Gossip
D. The grapevine
E. Rhetoric
A. Jargon
Which of the following is NOT a personal barrier to communication?
A. A small vocabulary
B. Obsolete technology
C. Lack of credibility
D. Different frame of reference
E. Large ego
B. Obsolete technology
Andrew was so mad that his boss Beth brought up an idea he gave her earlier that he couldn’t even think about what his colleagues were now saying in the meeting. This is an example of which personal barrier to communication?
A. Tendency to judge others’ messages
B. Variable skills in communicating effectively
C. Oversized ego
D. Inability to listen with understanding
E. Variation in interpreting information
C. Oversized ego
The statement, “Single old ladies are cat people,” reflects a(n)
A. accepted generalization.
B. stereotype.
C. finding of the grapevine.
D. type of jargon.
E. statement of fact.
B. stereotype.
Which of the following is NOT a way in which nonverbal communication is expressed?
A. Writing a thank you note
B. Making someone wait an hour in the lobby
C. Looking away while talking to someone
D. Grimacing
E. Touching someone’s shoulder
A. Writing a thank you note
Most people tend to ______ when conveying bad news or negative feedback.
A. smile
B. avoid eye contact
C. nod their heads
D. lean forward
E. yawn
B. avoid eye contact
Which of the following is a “don’t” when attempting to improve communication?
A. Occasionally nod in agreement
B. Lean toward the speaker
C. Speak in a quiet, reassuring tone
D. Smile and show animation
E. Close your eyes
E. Close your eyes
Which of the following is a “do” when attempting to improve communication?
A. Close your eyes
B. Smile
C. Look away from the speaker
D. Speak very slowly
E. Turn away from the speaker
B. Smile
Compared to women, men tend to
A. give more tactful feedback.
B. indicate their uncertainties.
C. be indirect when admitting fault.
D. pay more compliments.
E. make more apologies.
C. be indirect when admitting fault.
According to Deborah Tannen, men are more likely than women to
A. pay more compliments.
B. temper criticism with praise.
C. ask more questions.
D. apologize frequently.
E. boast about achievements.
E. boast about achievements.
Ginger, a marketing manager, uses a sports car metaphor to explain a concept to her male counterpart in accounting. She is said to be
A. emasculating.
B. wordsmithing.
C. genderflexing.
D. miscommunicating.
E. ingratiating.
C. genderflexing.
Channels of communications that follow the chain of command and are considered as official are termed
A. formal.
B. prescribed.
C. vertical.
D. horizontal.
E. external.
A. formal.
Which of the following indicates how official communications should be routed?
A. Grapevine
B. Organization chart
C. Lateral networks
D. Corporate culture
E. Personnel files
B. Organization chart
A manager who is directing her subordinate about work tasks is communicating
A. vertically.
B. horizontally.
C. externally.
D. through the grapevine.
E. informally.
A. vertically
The more management levels through which a message passes
A. the more important the message is.
B. the higher the chance the message will become external.
C. the more informal the organization.
D. the more distorted the message may become.
E. the more disorganized the organization.
D. the more distorted the message may become.
Executives at Absolute Measurements, Inc. disseminated a new five-year strategic plan to managers. This is an example of
A. external communication.
B. downward communication.
C. corporate communication.
D. horizontal communication.
E. informal communication.
B. downward communication.
Kyung, a marketing manager, shares some of the market research his department has analyzed with the research and development group. Kyung is communicating
A. by wandering around.
B. upward.
C. horizontally.
D. through the grapevine.
E. externally.
C. horizontally.
Shortly after the end of the fiscal year, Zion Specialties released an earnings report to shareholders. This is an example of communicating
A. vertically.
B. upward.
C. horizontally.
D. downward.
E. externally.
E. externally.
______ communication channels develop outside the organizational structure and do not follow the chain of command.
A. Customary
B. Vertical
C. Horizontal
D. Informal
E. External
D. Informal
Gossip and rumor in an organization are part of the ______, which itself is a type of ______ communication channel.
A. organization chart; horizontal
B. culture; horizontal
C. organization chart; informal
D. grapevine; horizontal
E. grapevine; informal
E. grapevine; informal
The grapevine is
A. a horizontal communication channel.
B. almost wholly inaccurate.
C. slower than formal channels.
D. used by employees to acquire most of their on-the-job information.
E. a morale enhancer.
D. used by employees to acquire most of their on-the-job information.
A manager who literally wanders around her organization and talks with people across all lines of authority is doing
A. COO.
B. MBWA.
C. MBO.
D. TQM.
E. JIT.
B. MBWA.
Which of the following is NOT characteristic of the Millennial generation?
A. Desire to accept facts and authority at face value
B. Desire to experience new and different things
C. Desire to have personalized products and choice
D. Desire to keep things moving and interesting
E. Desire to have instant feedback
A. Desire to accept facts and authority at face value
Using video and audio links along with computers to allow people at different locations to see, hear, and talk with each other is called
A. telecommuting.
B. collaborative computing.
C. videoconferencing.
D. telecollaborating.
E. using the extranet.
C. videoconferencing.
Which of the following is true of telecommuting?
A. Increased capital costs
B. Attractive to people with high social needs
C. Makes recruiting more difficult
D. Increased turnover
E. Increased ability to hire nontraditional workers, such as prisoner inmates
E. Increased ability to hire nontraditional workers, such as prisoner inmates
______ can be quite expensive, requiring a specially designed room with multiple cameras and high-definition video screens.
A. Telepresence technology
B. Telecommuting
C. Videoconferencing
D. Teleworking
E. Netconferencing
A. Telepresence technology
The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is
A. using file-sharing services.
B. hiring ethical employees.
C. creating a well-funded IT department.
D. using prevention techniques like strong passwords.
E. minimizing turnover.
D. using prevention techniques like strong passwords.
When thieves use your name and good credit rating to get cash or buy things, it is known as
A. personal data theft.
B. credit mishandling.
C. identity theft.
D. credit exploitation.
E. misuse of standing.
C. identity theft.
Which of the following is NOT a disadvantage of e-mail?
A. The sheer number that must be handled by the average worker
B. Decrease in other forms of communication, like greetings
C. Emotions are often poorly communicated
D. Considered rude to use in crowded places
E. The greater the use of email, the less connected coworkers feel
D. Considered rude to use in crowded places
Which of the following is appropriate for workplace e-mail?
A. Editing another’s e-mail when replying
B. Complicated topics
C. Jokes
D. Informality and grammar errors
E. Sensitive personal issues
A. Editing another’s e-mail when replying
Generally, people comprehend about ______ of a typical verbal message.
A. 5%
B. a third
C. half
D. two thirds
E. all
B. a third
The average speaker communicates about ______ as many words as the average listener can process.
A. one fourth
B. half
C. about
D. twice
E. four times
A. one fourth
What do good listeners do during the information gap between what someone says and how fast we process?
A. Daydream
B. Decide what they will say next
C. Think about other things
D. Mentally summarize what’s been said
E. Make a convincing argument against what is being said
D. Mentally summarize what’s been said
Which of the following is NOT a suggestion that may help you be a good listener?
A. Memorize the details
B. Ask questions
C. Summarize remarks
D. Judge content, not delivery
E. Give a fair hearing
A. Memorize the details
Speed reading works well for material that is
A. jargon-laden.
B. unfamiliar.
C. easy.
D. dense.
E. complicated
C. easy.
Top-down reading strategies include which of the following?
A. Read everything you can that is related to your industry.
B. Formulate specific questions you want the reading to answer.
C. Summarize findings for your subordinates.
D. Get deeply into the details, where the meat of most writing is.
E. Test yourself on what you’ve read.
B. Formulate specific questions you want the reading to answer.
If you want your writing to establish a common ground with the reader and make your overall argument stronger, you should order your arguments from
A. negative to positive.
B. most important to least important.
C. least controversial to most controversial.
D. least important to most important.
E. positive to negative.
A. negative to positive.
When you want your reader to take a logical and fairly nonpolitical action, you should order ideas in your writing from
A. least controversial to most controversial.
B. least important to most important.
C. negative to positive.
D. positive to negative.
E. most important to least important.
E. most important to least important.
Carter wants to change the CEO’s mind about seeking an outside firm to which they could outsource the customer service function. He decides to write a proposal, including a variety of arguments to support his idea. Here, Carter should order his ideas from
A. most important to least important.
B. least controversial to most controversial.
C. negative to positive.
D. positive to negative.
E. least important to most important.
B. least controversial to most controversial.
Which of the following is a tip for writing more effectively?
A. Use passive voice.
B. Construct interesting, complex sentences.
C. Don’t use italics or bolding in business writing.
D. Start by telling what you expect of the reader.
E. Use narrow margins.
D. Start by telling what you expect of the reader.
A study conducted by AT&T and Stanford University found that the top predictor of success and professional upward mobility was
A. intelligence.
B. writing ability.
C. integrity.
D. interpersonal skills.
E. public speaking ability.
E. public speaking ability.
The introduction to a business speech should
A. contain at least one joke.
B. get right to the point.
C. contain a phrase like, “I’m honored to be here.”
D. contain significant details of the presentation.
E. contain an unrelated story to catch the interest of the audience.
B. get right to the point.
Which of the following is NOT appropriate to include in the conclusion of a speech?
A. A signal phrase to cue listeners about the wind-up
B. Details you forgot from earlier
C. A call to action
D. “Thank you”
E. A little upbeat story
B. Details you forgot from earlier

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