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WorksheetsOBE Chapter 10 Communication
Total questions: 140
Worksheet time: 1hrs 10mins
Communication must include both the ________ and the understanding of meaning.
A) transportation
B) interpretation
C) writing
D) transfer
E) intention
The means by which a communication is passed between a sender and a receiver is called a
________.
A) medium
B) conduit
C) conductor
D) transmission
E) coder
The receiver of a communication is most likely to ________ a message initiated by the sender.
A) explain
B) reproduce
C) reflect
D) decode
E) discard
In the communication process, which of the following steps occurs first?
A) transmitting
B) decoding
C) encoding
D) understanding
E) analysis
During communication, the ________ initiates a message by encoding a thought.
A) receiver
B) channel
C) sender
D) speaker
E) leader
During a discussion with Matthew, when Jennifer gestures, this is considered part of the
A) medium.
B) channel.
C) message.
D) noise.
E) decoding.
The product of a sender's encoding is the ________.
A) channel
B) message
C) transmission
D) medium
E) feedback
The medium through which communication travels is called a ________.
A) transmission
B) message
C) media
D) channel
E) vessel
Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. In the communication process, Mary is the
A) sender
B) receiver
C) message
D) channel
E) encoder
Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. The telephone is the
A) sender.
B) receiver.
C) medium.
D) message.
E) decoder
Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. Joe misses the one o'clock meeting because he misunderstood which meeting Mary was referring to. Joe forgot to ask Mary to clarify which meeting she meant. Joe's misunderstanding therefore occurred due to a lack of
A) encoding.
B) decoding.
C) noise.
D) feedback.
E) channel.
John writes a memo to his employees. Putting his thoughts onto paper is an example of
________.
A) encoding
B) noise
C) decoding
D) channeling
E) cryptography
Formal channels of communication traditionally follow the ________ within an organization.
A) communication chain
B) authority chain
C) influence chain
D) transmission chain
E) social chain
What step determines whether understanding has been achieved during the communication process?
A) decoding
B) feedback
C) channel
D) encoding
E) transmission
A receiver who translates a sender's message is engaging in the process of ________.
encoding
decoding
transmission
feedback
recoding
The final link in the communication process is ________.
A) noise
B) encoding
C) decoding
D) feedback
E) messaging
The communication used by managers to provide job instructions to employees is ________
communication.
A) downward
B) lateral
C) formal
D) directional
E) diagonal
Which of the following is an example of downward communication flow?
A) suggestion boxes
B) envelope attitude surveys
C) feedback on job performance
D) identifying with and discussing problems with the boss
E) letters to your senator
All of the following are examples of downward communication flows EXCEPT
A) managers assigning goals for subordinates
B) managers informing employees of procedures
C) managers pointing out problems that need attention by employees
D) employees completing attitude surveys
E) managers telling employees to work more quickly
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
Which of the following is not an example of upward communication?
A) performance reports prepared by lower management for top management review
B) informing employees of policies
C) suggestion boxes
D) grievance procedures
E) a letter to your boss
All of the following are recommendations for engaging in more effective upward communication EXCEPT
A) try to reduce distractions
B) avoid meandering discussions if you want t get your boss's attention
C) prepare an agenda
D) try to meet in your boss's office
E) support your position with actionable items
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
When can lateral communications create dysfunctional conflict?
A) when the formal vertical channels are breached
B) when members go above their superiors to get things done
C) when bosses find out that actions have been taken without their knowledge
D) when members go around their superiors to get things done
E) all of the above
Oral 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
Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of ________.
A) informal communication channels
B) formal communication channels
C) written communication
D) technological communication
E) electronic communication
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
Which of the following is not a drawback of written messages?
A) They're time consuming.
B) They are unlikely to be well thought-out.
C) They lack built-in feedback mechanisms.
D) It is difficult for senders to confirm whether they have been received.
E) They may be misinterpreted by their receivers
Messages conveyed through body movements and facial expressions are ________.
A) nonverbal communication
B) kinesics
C) physical characteristics
D) connotations
E) semantics
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
All of the following are examples of nonverbal communication EXCEPT
A) intonations or emphasis
B) instant messaging
C) physical distance
D) facial expressions
E) hand gestures
Which of the following statements is not a characteristic of nonverbal communication?
A) It includes intonation.
B) Its significance is unproven in explaining and predicting behavior.
C) It can be argued that every body movement has meaning.
D) We rarely send these types of messages consciously.
E) It can convey meaningful information.
Why is it easier to understand the real communication that occurred in a meeting by viewing a video rather than reading the meeting minutes?
A) Facial expressions convey meaning and can be seen in the video.
B) Intonations convey meaning and can be heard in the video.
C) The meeting minutes do not contain any record of nonverbal communication.
D) The emphasis placed on words or phrases is missing from the meeting minutes.
E) All of the above.
What are the two most important messages that body language conveys?
A) the extent to which one is interested in another and the relative perceived status between the send and receiver
B) the extent to which one has power and is relaxed
C) how quickly and loudly one can speak
D) the extent to which facial expressions and intonation are important
E) the importance of physical distance and intonation in communication
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
A(n) ________ communication network occurs when a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager.
A) direct
B) all-channel
C) vertical
D) chain
E) horizontal
When all communication is channeled through one person, a ________ communication network exists.
A) direct
B) chain
C) lateral
D) wheel
E) box
The ________ communication network is best illustrated by a self-managed team.
A) wheel
B) all-channel
C) interpersonal
D) circle
E) box
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
The most effective communication network for facilitating the emergence of a leader is
________.
A) chain
B) all-channel
C) wheel
D) direct
E) box
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. Team A must operate very quickly to meet stringent deadlines. The quality of the final project depends highly on Team A's 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
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. Team B must promote high member satisfaction to improve employee engagement. Which of the following network structures should Harriet choose for this team?
A) chain
B) wheel
C) grapevine
D) informal
E) all-channel
The ________ network best serves to promote high member satisfaction.
A) direct
B) circle
C) wheel
D) all-channel
E) box
Which of the following types of networks is most likely to promote accuracy?
A) chain
B) direct
C) wheel
D) all-channel
E) circle
An informal communication network is typically called a ________.
A) gossip monger
B) grapevine
C) chain
D) contextual system
E) free-acting
It was found that about ________ percent of individuals hear about matters first through rumors on the grapevine.
A) 10
B) 25
C) 50
D) 75
E) 95
Which of the following statements most accurately characterizes the grapevine?
A) It is used to serve the self-interests of outsiders.
B) It is perceived by employees as being more reliable than formal communication issued by top management.
C) It is generally used as an anti-management tool.
D) It is usually inaccurate.
E) It serves as a formal communication channel.
Studies have shown that ________ percent of the information transmitted through the grapevine is accurate.
A) 55
B) 65
C) 75
D) 85
E) 100
The grapevine is valuable for all of the following EXCEPT
A) tapping into employee anxieties.
B) giving managers a feel for the morale of their organization.
C) identifying issues that employees consider important.
D) serving employees' needs to create a sense of closeness and friendship.
E) replacing the need for formal communication
Rumors would most likely flourish in situations where there is ________.
A) well-communicated change
B) ambiguity
C) a trivial issue at hand
D) assurance by management
E) a chain communication style
With regard to the grapevine, a manager should try to ________.
A) ignore it
B) destroy it
C) minimize the negative consequences of rumors by limiting its range and impact
D) discipline those those involved in the grapevine rumors
E) control the information flow
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
Electronic communication includes all of the following EXCEPT
A) text messaging.
B) teleconferencing.
C) videoconferencing.
D) e-mail.
E) blogs.
Electronic communication is the primary medium of communication in today's organizations in ________ percent of cases.
A) 15
B) 25
C) 50
D) 70
E) 90
All of the following are considered drawbacks of email EXCEPT
A) misinterpreting the message.
B) communicating negative messages.
C) overuse of email.
D) privacy concerns.
E) poor grammar
When Radio Shack laid off 400 employees, they were criticized for the medium they chose to communicate the layoffs. Which medium did they use to communicate?
A) videoconference
B) corporate website announcement
C) email
D) intranet
E) blogs
Mary wanted to provide recommendations to her co-workers on using email. Which of the following statement would you recommend she share with her peers to inform them of privacy issues?
A) Emails are generally private and seldom monitored.
B) It should be assumed that the email recipient will keep the email confidential.
C) You should not write anything in an email that you would not want made public.
D) Forwarding email from your company account to your personal account can be protected from monitoring if it is marked "private".
E) All of the above
Real-time e-mail is known as ________.
A) intranet
B) instant messaging
C) extranet
D) facebook
E) videoconferencing
Which electronic communication is usually transmitted via a Blackberry versus a computer?
A) TM
B) IM
C) email
D) teleconference
E) blog
Many organizations are concerned about the security of IM/TM since
A) they are often encoded.
B) they can be intercepted so easily.
C) they are written in short-hand.
D) they are not saved.
E) they clutter up in-boxes
Email communication is recommended over IM and TM when
A) conveying long messages that need to be saved.
B) only one-line messages are being sent.
C) a fast means is needed to stay in touch anywhere, anytime.
D) a "real" time communication is needed.
E) records are not needed
Which of the following is NOT true about instant messaging?
A) IM is a fast and inexpensive way for managers to stay in touch with employees and for employees to stay in touch with each other.
B) IM is going to replace e-mail.
C) IM is preferred for sending one- or two-line messages.
D) Some IM users find the technology intrusive.
E)
IM's continual online presence can make it hard for employees to stay focused
MySpace and Facebook are examples of
A) TM.
B) IM.
C) social networking platforms.
D) email applications.
E) blogs
In gathering information on job candidates, prospective employers might check an applicant's
A) email.
B) IM's.
C) MySpace.
D) TM's.
E) All of the above.
Weblogs are commonly known as
A) networking software.
B) social networking sites.
C) blogs
D) IM
E) TM
The advice for employees with personal blogs is to
A) use your first amendment right.
B) maintain a strict work-personal "firewall".
C) post personal blog entries at work.
D) share information only with those inside your company.
E) forgive any blogs casting a negative light on the company
When employees can conduct interactive meetings with live audio and video images, without being physically in the same location, which means of electronic communication are they using?
A) intranet
B) instant messaging
C) extranet
D) facebook
E) videoconferencing
A process of organizing and distributing an organization's collective wisdom so the right information gets to the right people at the right time is known as ________.
A) the grapevine
B) knowledge management
C) organizational communication
D) the rumor mill
E) effective feedback
Effective KM begins by
A) developing an effective email policy.
B) determining what software system to use.
C) identifying what knowledge matters to the organization.
D) creating a data base.
E) determining who needs what information in the organization
Effective KM has the potential to provide all of the following benefits to organizations EXCEPT
A) provide organizations with a competitive edge.
B) provide organizations with improved organizational performance.
C) make employees smarter.
D) control leaks of vital company information.
E) allow employees to participate in video conferences without leaving their desks
Which of the following is NOT a reason why KM is increasingly important?
A) Intellectual assets are now as important as physical assets.
B) As more baby boomers leave the workforce, their knowledge will be lost if there are no attempts to capture it.
C) A KM system can reduce redundancy.
D) A KM system can make an organization more efficient by cutting time re-training a path already traveled.
E) Information can be easily manipulated
When a person purposely 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
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
Receivers in communication see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called ________.
A) communication apprehension
B) filtering
C) selective perception
D) emotional block
E) projection
An interviewer may project her own interest in family into communications she decodes from others and therefore believes female applicants will put family ahead of career. This interviewer is using ________.
A) prejudice
B) selective perception
C) values judgment
D) filtering
E) the self-serving bias
During the communication process, which of the following is most likely to result in lost information and less effective communication?
A) information processing
B) information overload
C) information filtering
D) effective communication
E) the maximal effort effect
Which of the following is not a barrier to effective communication?
A) filtering
B) silence
C) selective perception
D) language
E) emotions
Two of the biggest variables that influence the language a person uses and the definitions given to words are
A) age and context.
B) incentives and gender.
C) education and age.
D) cultural background and gender.
E) nationality and context.
Communication ________ is the tension and anxiety about oral, or written communication, or both.
A) obstruction
B) apprehension
C) breakdown
D) block
E) frustration
If Albert is apprehensive regarding oral communication, which of the following behaviors is he least likely to display?
A) He prefers to talk on the phone.
B) He distorts the communication demands of his job.
C) He limits his oral communication and then tends to rationalize his behavior.
D) He relies on memos or letters.
E) He avoids face-to-face communication
In dealing with cross-cultural communication, a manager might practice putting herself in the place of the employee, a method termed ________.
A) evaluation
B) empathy
C) complicity
D) commiseration
E) apathy
Which of the following would be least likely to pose a barrier to cross-cultural communications?
A) tone difference
B) word connotations
C) semantics
D) political correctness
E) differences among perceptions
Which of the following is most likely to help reduce misperceptions when communicating with people from a different culture?
A) Assume similarity until differences are proven.
B) Emphasize interpretation rather than evaluation and descriptions.
C) See the other's point of view.
D) Treat your interpretations as a confirmed hypothesis.
E) Make judgments quickly and decisively
Which of the following statements reflects the relationship between communication and employee satisfaction?
A) There is no documented relationship between communication and employee satisfaction.
B) The greater the uncertainty in communication, the more positive the impact on employee satisfaction.
C) Communication distortions and ambiguities have a negative impact on employee satisfaction.
D) The less the uncertainty in communication, the more negative the impact on employee satisfaction.
E) The less distortion in communication, the less employee satisfaction.
Incongruities between verbal and nonverbal communication
A) seldom impact satisfaction.
B) increase uncertainty and thereby reduce satisfaction.
C) increase employee satisfaction.
D) decrease uncertainty.
E) rarely occur in organizational settings
No group can exist without communication
T
F
munication must include either the transference or the understanding of meaning.
T
F
Reading is a form of communication
T
F
In the communication process, decoding should precede encoding
T
F
The means by which a communication is passed is called the conduit
T
F
Encryption is the process through which a message is converted into symbolic form
T
F
The encoder is the object to whom a message is directed
T
F
When two people are talking, the message that they exchange is referred to as noise
T
F
Feedback determines whether a message has been received
T
F
The receiver decodes the communication
T
F
Organizational communication can flow laterally or vertically.
T
F
When information is given to a subordinate, this process occurs through lateral communication
T
F
When feedback is being given to higher-level individuals in an organization, upward communication is taking place.
T
F
Lateral communications are often created to short-circuit the vertical hierarchy within an organization.
T
F
Lateral communication can create dysfunctional conflicts
T
F
Oral communication is the chief means of conveying messages among group members.
T
F
Oral communications are more likely than written communications to be logical and clear.
T
F
The advantages of oral communication are precision and feedback.
T
F
Written communication has a built-in feedback mechanism.
T
F
Examples of nonverbal communication include messages transmitted by facial expressions and body movements
T
F
Body language can convey the relative perceived status between a sender and a receiver
T
F
Body language tends to make verbal communication less complicated
T
F
Facial expressions can indicate something quite different from the verbal message that a sender is communicating.
T
F
During communication, the acceptable amount of physical space between individuals varies according to cultural norms
T
F
Three common small-group networks are chain, wheel, and global
T
F
The all-channel network uses one figure to act as the conduit for all of the group's communication
T
F
The grapevine is a type of chain communication
T
F
The grapevine is perceived by most employees as being more believable and reliable than
formal communiqus issued by management
T
F
Rumors flourish in ambiguous situations.
T
F
Evidence indicates that about 90 percent of the information conveyed through the grapevine is accurate
T
F
The potential for misinterpreting email messages is less than with verbal messages since they are in writing
T
F
Nearly 40% of companies have employees whose only job is to read other employees' email
T
F
It is recommended that employees maintain a strict "work-personal firewall" in their personal blogs.
T
F
IM and TM are expected to replace email
T
F
Postings to social networks are seldom of interest to potential employers
T
F
Electronic mail is the ideal method for conveying messages that might evoke emotional responses
T
F
Many people say things in e-mails that they would never say to someone face-to-face
T
F
Without travel, a meeting with Sarah in Hong Kong, Raul in Columbia, and Marie in Paris is possible with video conferencing.
T
F
Most business executives are firmly committed to knowledge management
T
F
The organization culture must support sharing of information for knowledge management to work
T
F
In KM, more knowledge means better knowledge
T
F
The Internet surveillance and monitoring practices of organizations seldom invade employees' privacy
T
F
It is safe for senders to assume that their words mean the same to the sender as they do to them.
T
F
Filtering is most likely to occur in organizations in which there are many vertical levels
T
F
Selective perception refers to manipulating information so that it will be seen more favorably by the receiver
T
F
Selective perception and information overload are barriers to effective communication
T
F
When the information we have to work with exceeds our processing capacity, the result is selective perception
T
F
Individuals have an infinite capacity for processing data
T
F
A receiver who is experiencing depression may interpret a message differently than a receiver who is in a positive mood
T
F
It is estimated that 5 to 20 percent of the population suffers from debilitating communication apprehension.
T
F
People who suffer from communication apprehension experience undue tension and anxiety only in oral communication
T
F
Cross-cultural communications may experience a barrier to effective communication caused by tone differences
T
F
People who speak different languages actually view the world in different ways
T
F
When communicating with people from a different culture, it is best to assume similarities until differences are proven.
T
F
Incongruities between verbal and nonverbal communication is likely to reduce satisfaction
T
F
