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mgmt ch16

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

c) understands the speaker’s meaning
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

d) understood by the receiver
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.

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

c) organizational communication
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

b) organizational communication
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

a) control
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

b) to control
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.

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

c) motivation
during the communication process, the message is converted to a symbolic form. this process is called _____.

A) decoding
B) encoding
C) deciphering
D) expanding

b) encoding
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

a) decoding
disturbances that interfere with the transmission, receipt, or feedback of a message are called ______.

A) screens
B) filters
C) echoes
D) noise

d) noise
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

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

c) encoding takes place before the message reaches the medium
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.

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

c) Betty decoded the message incorrectly
the final link in the communication process is ______.

A) encoding
B) decoding
C) receiving
D) feedback

d) feedback
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

c) effectively processes complicated messages
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

b) breadth potential
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

a) complexity capacity
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

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

b) time-space constraint
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.

b) it carries greater impact than verbal communication
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

b) face-to-face
which of the following methods of communication offers high scanability?

A) publications
B) face-to-face communication
C) meetings
D) voice mail

a) publications
______ 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

d) filtering
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

a) filtering
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.

b) the more vertical levels in an organization, the more opportunities there are for filtering
all of the following are barriers to effective interpersonal communication, EXCEPT _______.

A) filtering
B) selective perception
C) feedback
D) defensiveness

c) feedback
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

b) filtering
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

b) information overload
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

c) specialized terminology that members of a group use to communicate among themselves
which of the following is a way for managers to overcome the barriers to communication?

A) feedback
B) decoding
C) encoding
D) filtering

a) feedback
listening is an active search for meaning, whereas _____ is passive.

A) speaking
B) encoding
C) decoding
D) hearing

d) hearing
listening for full meaning without making premature judgements or interpretations is called _______.

A) passive hearing
B) lateral communication
C) active listening
D) decoding

c) active listening
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.

b) they should not interrupt the speaker, but should feel free to ask question about the topic
which of the following helps an individual to understand the actual content of a message?

A) antipathy
B) empathy
C) apathy
D) empowerment

b) empathy
when a manager asks an employee to complete a task, he or she is using ______ communication.

A) upward
B) lateral
C) informal
D) formal

d) formal
organizational communication that is not defined by the organization’s structural hierarchy is known as _____ communication.

A) external
B) passive
C) informal
D) controlled

c) informal
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

a) informal
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

b) to coordinate and evaluate employees
_____communication is communication that flows from a manager to employees.

A) Lateral
B) Upward
C) Downward
D) Horizontal

c) downward
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

b) downward
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

a) upward
_____ 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

d) upward
which of the following management styles will most likely encourage upward communication?

A) dictatorial
B) paternalistic
C) participative
D) authoritarian

c) participative
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.

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

d) lateral
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

b) diagonal communication should be used
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

a) chain
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

a) wheel
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

c) freely among all members of a formal work team
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

d) all-channel network
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

c) all-channel
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

d) a filter and a feedback mechanism for managers
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

b) communicating openly and honestly with employees
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.

b) it includes informal communication via the grapevine
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

a) maximize visibility and density
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

a) an open workplace
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
d) wi-fi hot spot
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

c) psychological costs
Though IT has improved organizational communications in recent years, ________ remains a major concern.

A) timeliness
B) security
C) cost
D) breadth potential

b) security

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