Chapter 17
Communication
True/False Questions
1.
Managers spend 80 percent of every working day reading or writing.
Answer: False
2.
Level: 2
Page: 626
Type: F
Level: 1
Page: 626
Type: F
Level: 2
Page: 627
Type: F
Level: 2
Page: 627
Type: F
Without feedback, the communication is only two-way process, sender to receiver and
receiver to sender.
Answer: False
8.
Type: F
The process of encoding, the selection of a channel, the presence of noise, and the
development of feedback are four of the factors involved in the communication process.
Answer: True
7.
Page: 625
After developing the message, the sender must encode the message and select a
communication channel.
Answer: True
6.
Level: 1
Communication is defined as the process by which information is exchanged and
understood by two or more people.
Answer: True
5.
Type: F
Communication is the process by which information is transmitted from the speaker to the
listener.
Answer: False
4.
Page: 624
Communication permeates every management function.
Answer: True
3.
Level: 2
Level: 2
Page: 627
Type: F
The advantage of a two-way communication is that it is perceived the same in all situations,
even if a sender and receiver encodes or decodes language differently.
Answer: False
Level: 1
Page: 627
Type: F
Chapter Seventeen * Communication
Test Bank * Page 467
9.
The number of cues and the level of potential noise in a channel that is selected for
communication refer to the channel richness.
Answer: False
10.
Type: F
Level: 2
Page: 629
Type: F
Level: 1
Page: 631
Type: F
Level: 3
Page: 631
Type: F
Level: 1
Page: 631
Type: F
Level: 2
Page: 632
Type: F
Forms of nonverbal communication include blushing, perspiring, glancing, crying, and
laughing.
Answer: True
18.
Page: 629
Presenting hard facts and figures has the same power as telling vivid stories.
Answer: False
17.
Level: 2
The choice of a communication channel can convey a symbolic meaning to the receiver.
Answer: True
16.
Type: F
To persuade and influence, managers connect with others primarily by using impersonal
written media such as fliers and bulletins.
Answer: False
15.
Page: 629
Routine messages typically are ambiguous, concern novel events and impose great potential
for misunderstanding.
Answer: False
14.
Level: 1
Only by selecting rich channels can managers communicate nonroutine messages
effectively.
Answer: True
13.
Type: F
Impersonal written media, including fliers and bulletins, are the lowest in channel richness.
Answer: True
12.
Page: 628
In terms of channel richness, face-to-face discussion is the richest channel.
Answer: True
11.
Level: 2
Level: 1
Page: 632
Type: F
When verbal and nonverbal messages are contradictory, the receiver usually will give more
weight to behavioral actions than to verbal messages.
Answer: True
Level: 2
Page: 632
Type: F
Chapter Seventeen * Communication
Test Bank * Page 468
19.
Formulating in your mind what you are going to say next is an important part of effective
listening.
Answer: False
20.
Type: F
Level: 1
Page: 636
Type: F
Level: 2
Page: 636
Type: F
Level: 2
Page: 637
Type: F
Level: 2
Page: 637
Type: F
Level: 2
Page: 637
Type: F
The lateral or diagonal exchange of messages among peers or coworkers is horizontal
communication.
Answer: True
28.
Page: 635
Types of information generally communicated upwards include performance reports,
suggestions for improvement and performance feedback.
Answer: False
27.
Level: 2
Performance reports and suggestions for improvement are two types of upward
communication.
Answer: True
26.
Type: F
Performance feedback is an example of upward communication.
Answer: False
25.
Page: 635
The major problem with downward communication is drop off, the distortion or loss of
message content.
Answer: True
24.
Level: 1
The topics covered in upward communication are indoctrination and implementation of
goals and strategies.
Answer: False
23.
Type: F
Downward communication is the most familiar and obvious flow of informal
communication.
Answer: False
22.
Page: 633
A formal communication channel is a communication channel that flows within the chain of
command.
Answer: True
21.
Level: 1
Level: 1
Page: 638
Type: F
Interdepartmental coordination are messages that take place among members of the same
Chapter Seventeen * Communication
Test Bank * Page 469
department and concern task accomplishment.
Answer: False
29.
Type: F
Level: 1
Page: 640
Type: F
Level: 1
Page: 641
Type: F
Level: 1
Page: 641
Type: F
Level: 2
Page: 642
Type: F
Level: 2
Page: 644
Type: F
In the new workplace, learning occurs when managers use evaluation and communication to
help individuals and the organization learn and improve.
Answer: False
37.
Page: 639
A discussion is often resolved by logic or "beating down" opponents, whereas, dialogue
asks that participants suspend their attachments to a particular viewpoint so that a deeper
level of listening, synthesis, and meaning can evolve from the group.
Answer: True
36.
Level: 2
A few individuals each convey information to several others in a gossip chain.
Answer: False
35.
Type: F
Two types of informal channels used in many organizations are MBWA and grapevine.
Answer: True
34.
Page: 639
Informal communication channels exist within the formally authorized channels and adhere
to the organization's hierarchy of authority.
Answer: False
33.
Level: 2
In centralized networks, team members must communicate through one individual to solve
problems or make decisions.
Answer: True
32.
Type: F
Horizontal communication is particularly important in teaching organizations, where teams
of workers are continuously solving problems and searching for new ways of doing things.
Answer: False
31.
Page: 639
Messages that are designed to share information among teams and departments that can
help the organization change, grow, or improve are called change initiatives and
improvements.
Answer: True
30.
Level: 2
Level: 2
Page: 645
Type: F
Types of individual barriers to communication are interpersonal dynamics, semantics, and
inconsistent cues.
Chapter Seventeen * Communication
Test Bank * Page 470
Answer: True
38.
Page: 647
Type: F
Selecting the wrong medium for sending a communication would not be a problem if the
message has value.
Answer: False
39.
Level: 1
Level: 1
Page: 647
Type: F
The most important thing managers can do for the organization is to teach listening in
passive mode.
Answer: False
Level: 2
Page: 649
Type: F
Multiple Choice Questions
1.
A manager might use ______ as a type of communication.
a.
b.
c.
d.
e.
meetings
telephone conversations
talking informally
all of the above
a and b only
Answer: d
2.
Page: 624
Type: F
What percentage of a manager's time is spent in direct communication?
a.
b.
c.
d.
e.
20 percent
100 percent
50 percent
80 percent
40 percent
Answer: d
3.
Level: 2
Level: 2
Page: 624
Type: F
What kinds of skills are fundamental necessities in every part of a manager's job?
a.
b.
c.
d.
e.
Organizational
Communication
MBWA
Analysis
Punishment
Answer: b
Level: 2
Page: 626
Type: F
Chapter Seventeen * Communication
Test Bank * Page 471
4.
Communication is defined by the text as the process by which information is
a.
b.
c.
d.
e.
shared.
exchanged and understood by two or more people, usually with the intent to
motivate or influence behavior.
received.
transmitted to others.
stored.
Answer: b
5.
Level: 2
Page: 627
Type: F
Which of these is necessary for communication to be considered two-way?
a.
b.
c.
d.
e.
Message
Channel
Feedback
Noise
Circuit
Answer: c
The receiver
a.
b.
c.
d.
e.
Level: 2
Page: 627
Type: F
the symbols to interpret the meaning of the message.
encodes
transmits
decodes
responds to
must ignore
Answer: c
8.
Type: F
Encoding, message, and feedback
Encoding, noise, and symbols
Message, circuit, and decoding
Feedback, message, and perception
Feedback, circuit, and perception
Answer: a
7.
Page: 626
What are the key elements of communication?
a.
b.
c.
d.
e.
6.
Level: 2
Level: 2
Page: 627
Type: F
The job of the _______, in the communication process, is to decode the symbols and
interpret the meaning of the message.
a.
sender
Chapter Seventeen * Communication
Test Bank * Page 472
b.
c.
d.
e.
receiver
channel
filter
middleman
Answer: b
9.
Level: 2
Page: 627
Type: F
When an electronic mail system is installed as part of the communication system, what
element of the communication process is changed?
a.
b.
c.
d.
e.
Channel
Message
Sender
Filter
Receiver
Answer: a
Level: 2
Page: 628
Type: F
Which of these refers to the amount of information that can be transmitted during a
communication episode?
a.
b.
c.
d.
e.
Channel richness
Electronic mail
Encoding
Upward communication
Feedback
Answer: a
12.
Type: F
Encoding, channel
Encoding, noise
Decoding, channel
Decoding, encoding
Decoding, noise
Answer: d
11.
Page: 627
and
are potential sources for communication errors, because knowledge,
attitudes, and background act as filters.
a.
b.
c.
d.
e.
10.
Level: 2
Level: 1
Page: 628
Type: F
Channel richness refers to the
a.
b.
c.
d.
number of messages a channel can carry at one time.
speed in which messages can be carried.
amount of information that can be transmitted during a communication episode.
number of channels available at any one time.
Chapter Seventeen * Communication
Test Bank * Page 473
e.
profitability potential of a proposed channel.
Answer: c
13.
Level: 1
Page: 629
Type: F
The capacity of an information channel is influenced by all of these except
a.
b.
c.
d.
e.
the ability to establish a personal focus.
the ability to handle multiple cues simultaneously.
the ability to facilitate rapid, two-way feedback.
the ability to minimize costs.
a and c.
Answer: d
Level: 1
Page: 629
Type: F
______ is the richest medium for communication.
a.
b.
c.
d.
e.
Telephone conversations
Face to face contact
Electronic media
Written media
Voice mail
Answer: b
16.
Type: F
Newsletter, telephone, and feedback
Telephone, electronic mail, and memo
Television, encoding, and letter
National newspapers and television
All of the above
Answer: b
15.
Page: 628
______ are examples of channels which managers might choose to use when
communicating with employees.
a.
b.
c.
d.
e.
14.
Level: 1
Level: 1
Page: 629
Type: F
Which of these mediums for communication does not focus on a single receiver, uses
limited information cues, and does not permit feedback?
a.
b.
c.
d.
e.
Bulletins
Telephone conversations
Video conference
Face to face contact
A personal memo
Answer: a
Level: 1
Page: 629
Type: F
Chapter Seventeen * Communication
Test Bank * Page 474
17.
______ comprises the lowest channel richness.
a.
b.
c.
d.
e.
Electronic mail
Bulletins
Face-to-face talk
Telephone
Memos
Answer: b
18.
Level: 2
Page: 629
Type: F
A disadvantage of low channel richness is
a.
b.
c.
d.
e.
no record.
spontaneous.
two-way.
slow feedback.
premeditated.
Answer: d
Level: 2
Page: 629
Type: F
Which of these is an advantage of high channel richness?
a.
b.
c.
d.
e.
Slow feedback
Premeditated
Provides record
Easily disseminated
Personal
Answer: e
21.
Type: F
Impersonal
Two-way
Premeditated
Fast-feedback
No records to worry about
Answer: c
20.
Page: 629
_______ is an advantage of low channel richness.
a.
b.
c.
d.
e.
19.
Level: 2
Level: 2
Page: 629
Type: F
Which of these is a disadvantage of high channel richness?
a.
b.
c.
d.
Spontaneous
One-way
Slow feedback
Premeditated
Chapter Seventeen * Communication
Test Bank * Page 475
e.
Impersonal
Answer: a
22.
Level: 2
Page: 630
Type: F
Which of these is typically ambiguous, concern novel events, and impose great potential for
misunderstanding?
a.
b.
c.
d.
e.
Nonroutine messages
Channel richness
Routine messages
Feedback
Nonverbal communications
Answer: a
Level: 1
Page: 631
Type: F
To inform managers of impending company-wide layoff, which communication channel
would be most successful?
a.
b.
c.
d.
e.
Telephone conversations
Face to face contact
Electronic media
Written media
None of the above
Answer: b
25.
Type: F
posture.
facial expression.
voice.
written memo.
a and b only.
Answer: d
24.
Page: 629
An example of non-verbal communication is all of these except
a.
b.
c.
d.
e.
23.
Level: 2
Level: 2
Page: 631
Type: A
When informing your staff of the date for the company picnic, which communication
channel would be most practical and successful?
a.
b.
c.
d.
e.
Memo
Telephone
Video conference
Face to face contact
A newspaper notice
Answer: a
Level: 2
Page: 631
Type: A
Chapter Seventeen * Communication
Test Bank * Page 476
26.
To persuade and influence, managers connect with others by using
a.
b.
c.
d.
e.
a policy manual.
symbols, metaphors, and stories.
statistical facts and figures.
rules and regulations.
external consultants.
Answer: b
27.
Level: 2
Page: 632
Type: F
A communication transmitted through actions and behaviors rather than through words is
known as
a.
b.
c.
d.
e.
verbal communication.
oral communication.
written communication.
nonverbal communication.
electronic mail.
Answer: d
Level: 1
Page: 632
Type: F
You invite one of your employees to your office to talk about his performance. Which of
the following seating arrangements will suggest to him that you are the person in charge?
a.
b.
c.
d.
e.
You sit in an easy chair and your employee sits on the sofa.
You sit behind your desk and your employee sits in a chair on the opposite side.
You both sit side by side around a table.
You sit in a sofa and your employee sits in an easy chair.
You both sit on the floor.
Answer: b
30.
Type: F
video conference
telephone
formal letter
face to face communication
newspaper article
Answer: d
29.
Page: 632
Non-verbal communication has the biggest impact when using _______.
a.
b.
c.
d.
e.
28.
Level: 2
Level: 2
Page: 633
Type: A
Most executives now believe that important information flows from the
Chapter Seventeen * Communication
Test Bank * Page 477
a.
b.
c.
d.
e.
top down.
bottom up.
diagonal level.
horizontal level to diagonal level.
internal to external.
Answer: b
31.
Level: 1
Page: 633
Type: F
Keys to effective listening include all of the following EXCEPT
a.
b.
c.
d.
e.
find areas of interest.
listen for ideas.
be responsive.
have preconceptions.
all of the above are keys to effective listening.
Answer: d
Level: 2
Page: 634
Type: F
Which of the following is(are) part of keys to effective listening?
a.
b.
c.
d.
e.
Listen for facts
Listen for ideas
Be passive, laid back
Have preconceptions
All of the above
Answer: b
34.
Type: F
communication
listening
managing
reception
telling
Answer: b
33.
Page: 633
The skills of
require receiving messages to accurately grasp facts and feelings to
interpret the meaning of the message.
a.
b.
c.
d.
e.
32.
Level: 2
Level: 3
Page: 634
Type: F
Characteristics of a good listener are someone who
a.
b.
c.
d.
e.
asks questions, listens for facts, and avoids distractions.
asks questions, summarizes, and listens to central themes.
shows interest, judges content, and has preconceptions.
listens between lines, starts to argue, and works hard.
shows interest, works hard, and starts to argue.
Chapter Seventeen * Communication
Test Bank * Page 478
Answer: b
35.
Page: 634
Type: F
Formal communication
Horizontal communication
Downward communication
Upward communication
Diagonal communication
Answer: a
Level: 2
Page: 635
Type: F
The learning organizations emphasize which of these?
a.
b.
c.
d.
e.
Downward communication
Gossips
Horizontal communication
Upward communication
Vertical communication
Answer: c
Level: 1
Page: 635
Type: F
_______ is the most familiar and obvious flow of formal communication.
a.
b.
c.
d.
e.
Downward communication
Gossips
Horizontal communication
Upward communication
Vertical communication
Answer: a
39.
Level: 2
______ is described by the text as a communication channel that flows within the chain of
command or task responsibility defined by the organization.
a.
b.
c.
d.
e.
38.
Type: F
asking questions.
having preconceptions.
tolerates bad habits.
judges content, not delivery errors.
all of the above.
Answer: b
37.
Page: 634
Good listeners exhibit all of the following characteristics EXCEPT
a.
b.
c.
d.
e.
36.
Level: 2
Level: 1
Page: 635
Type: F
Downward communication is usually used to communicate information about all of the
following EXCEPT
Chapter Seventeen * Communication
Test Bank * Page 479
a.
b.
c.
d.
e.
indoctrination.
procedures.
performance feedback.
suggestions for improvement.
implementation of goals.
Answer: d
40.
Level: 2
Page: 636
Type: F
Messages that appraise how well individuals and departments are doing their jobs are called
a.
b.
c.
d.
e.
job instructions.
implementation of strategies.
practices.
performance feedback.
indoctrination.
Answer: d
Level: 2
Page: 636
Type: F
Messages designed to motivate employees to adopt the company’s mission and cultural
values and to participate in special ceremonies are called
a.
b.
c.
d.
e.
job instructions.
implementation of strategies.
practices.
performance feedback.
indoctrination.
Answer: e
43.
Type: F
upward communication.
formal communication.
downward communication.
informal communication.
horizontal communication.
Answer: c
42.
Page: 636
Information distortion or loss of message content is a major problem with
a.
b.
c.
d.
e.
41.
Level: 2
Level: 2
Page: 636
Type: F
Many organizations use suggestion boxes, open door policies, and surveys to facilitate
a.
b.
c.
d.
upward communication.
downward communication.
formal communication.
informal communication.
Chapter Seventeen * Communication
Test Bank * Page 480
e.
diagonal communication.
Answer: a
44.
Level: 2
Page: 637
Type: F
When a group of workers have routine tasks to perform, a
allows more time for the task to be completed.
a.
b.
c.
d.
e.
communication structure
linear
centralized
decentralized
gossip
team
Answer: b
Level: 1
Page: 637
Type: A
Casey is a part of a software engineering team. Her task is to develop a diagnostic program
for the medical profession. This is a very complex task. What type of communication
structure would work best for her group?
a.
b.
c.
d.
e.
Linear
Centralized
Decentralized
Focused
All of the above
Answer: c
47.
Type: F
suggestions for improvement.
performance reports.
indoctrination.
financial and accounting information.
grievance and disputes.
Answer: c
46.
Page: 637
Upward communication is usually used to communicate information about all of the
following EXCEPT
a.
b.
c.
d.
e.
45.
Level: 2
Level: 1
Page: 637
Type: A
is used for solving intradepartmental problems, interdepartmental coordination,
and change initiatives and improvements.
a.
b.
c.
d.
e.
Downward communication
Horizontal communication
Upward communication
Vertical communication
Informal communication
Chapter Seventeen * Communication
Test Bank * Page 481
Answer: b
48.
Level: 2
Page: 640
Type: F
A centralized network is one in which
a.
b.
c.
d.
e.
team members are free to interact with any of the team members.
team members communicate through one individual to make decisions.
team members communicate with an assigned partner.
team members work independently and there is no need for communication.
none of the above.
Answer: b
Level: 2
For complex problems, a
resolution.
a.
b.
c.
d.
e.
Page: 640
Type: F
network is most effective for swift, accurate problem
linear
centralized
decentralized
all of the above
a and b only
Answer: c
51.
Type: F
Decentralized network
Centralized network
Linear network
Circular network
Gossip structure
Answer: a
50.
Page: 638
Which of these refers to a team communication structure in which team members freely
communicate with one another and arrive at decisions?
a.
b.
c.
d.
e.
49.
Level: 2
Level: 2
Page: 640
Type: F
What communication channels that exist outside the formally authorized channels without
regard for the organization's hierarchy of authority?
a.
b.
c.
d.
e.
Management by wandering around
The grapevine
Informal communication
Horizontal communication
Upward communication
Answer: c
Level: 2
Page: 641
Type: F
Chapter Seventeen * Communication
Test Bank * Page 482
52.
As a manager, Claire decides that every afternoon, you are going to spend time with her
employees to find out what's happening. This is called
a.
b.
c.
d.
e.
the grapevine.
management by wandering around.
horizontal communication.
downward communication.
diagonal communication.
Answer: b
53.
Level: 2
Page: 642
Type: F
The grapevine is an important means of communication that exists in companies. Most of
the information passed through the grapevine is
a.
b.
c.
d.
e.
personal information.
vicious gossip.
business-related.
destructive because it is not accurate.
none of the above.
Answer: c
Level: 2
Page: 642
Type: F
What percent of the details passed through a grapevine is accurate?
a.
b.
c.
d.
e.
15 to 20 percent
25 to 35 percent
40 to 60 percent
70 to 90 percent
100 percent
Answer: d
56.
Type: A
Management by wandering around
Vertical communication
Diagonal communication
The grapevine
Upward communication
Answer: d
55.
Page: 641
______ links employees in all directions, ranging from the president through middle
management, support staff, and line employees.
a.
b.
c.
d.
e.
54.
Level: 2
Level: 3
Page: 643
Type: F
A group communication process aimed at creating a culture based on collaboration, fluidity,
trust, and commitment to shared goals is referred to as a(n)
Chapter Seventeen * Communication
Test Bank * Page 483
a.
b.
c.
d.
e.
MBWA.
dialogue.
open communication.
centralized system.
gossip.
Answer: b
57.
Level: 2
Page: 645
Type: F
______ is an important means by which individuals and organizations learn from their
mistakes and improve their work.
a.
b.
c.
d.
e.
Feedback
Learning
Teaching
Channeling
Barrier
Answer: a
Level: 1
Page: 645
Type: F
_______ communication can exist within the individual or as part of the organization.
a.
b.
c.
d.
e.
Channels of
Cues of
Barriers to
Semantics of
Feedback from
Answer: c
60.
Type: F
feedback
learning
teaching
channeling
barrier
Answer: a
59.
Page: 644
When managers use evaluation and communication to help individuals and the organization
learn and improve, ______ occurs.
a.
b.
c.
d.
e.
58.
Level: 1
Level: 2
Page: 647
Type: F
Which of the following is an individual barrier to communication?
a.
b.
c.
d.
Status and power difference
Lack of formal channels
Communication network unsuited to task
Semantics
Chapter Seventeen * Communication
Test Bank * Page 484
e.
All of the above
Answer: d
61.
Writing works best for
a.
b.
c.
d.
e.
the capacity for rapid feedback.
Level: 3
Page: 647
Type: F
Semantic barrier
Interpersonal barrier
Wrong channel selection
Inconsistent cues between verbal and nonverbal communication
Lack of formal channels
Answer: b
Level: 2
Page: 647
Type: A
All of these are all examples of individual barriers to communication EXCEPT
a.
b.
c.
d.
e.
semantics.
wrong channel selection.
status of power differences.
interpersonal barriers.
inconsistent cues.
Answer: c
64.
messages but
Type: F
Monica knows that her supervisor does not like her. When her supervisor talks to her about
increasing effectiveness, Monica knows he is just hassling her instead of soliciting her
ideas. This is an example of what type of barrier to communication?
a.
b.
c.
d.
e.
63.
Page: 647
routine, lacks
routine, provides
nonroutine, lacks
nonroutine, provides
none of the above
Answer: a
62.
Level: 2
Level: 2
Page: 647
Type: F
Planners Consulting Group uses its electronic mail system to inform employees of many
upcoming events. Unfortunately, many employees do not have access to or don't use
computers on a regular basis. This is an example of what type of communication barrier?
a.
b.
c.
d.
e.
Semantics
Wrong channel selection
Status or power differences
Interpersonal barriers
Inconsistent cues
Chapter Seventeen * Communication
Test Bank * Page 485
Answer: b
65.
Page: 647
Type: F
Status and power differences
Wrong channel selection
Improper communication flow
Absence of formal channels
All of the above are examples of organizational barriers to communication
Answer: b
Level: 2
Page: 647-648
Type: F
______ is an organizational barrier to communication.
a.
b.
c.
d.
e.
Semantics
Interpersonal dynamics
Status and power difference
Inconsistent cues
All of the above
Answer: c
Level: 2
Page: 647
Type: F
Perhaps the most important individual skill in overcoming communication barriers is
a.
b.
c.
d.
e.
selecting appropriate channel for the message.
MBWA.
active listening.
developing and using formal information channels.
finding a fit between the structure and the communication needs.
Answer: c
69.
Level: 2
Which of the following is NOT an example of an organizational barrier to communication?
a.
b.
c.
d.
e.
68.
Type: A
Semantics
Wrong channel selection
Status or power differences
Interpersonal barriers
Inconsistent cues
Answer: a
67.
Page: 647
The word "effectiveness" may mean one thing to one person and something different to
another person. This is an example of what kind of a barrier?
a.
b.
c.
d.
e.
66.
Level: 2
Level: 2
Page: 648
Type: F
According to the text, one of the most important things that a manager can do for the
organization is to
Chapter Seventeen * Communication
Test Bank * Page 486
a.
b.
c.
d.
e.
talk to their employees.
create a climate of trust and openness.
listen to their employees.
ensure that production remains high.
none of the above.
Answer: b
70.
Level: 2
Page: 648
Type: F
To ensure positive, effective communication, managers should use which of the following
techniques?
a.
b.
c.
d.
e.
Multiple channels of communication
Management by wandering around
Formal communication channels
All of the above
a and c only
Answer: d
Level: 2
Page: 648-649
Type: F
Scenario Questions
Scenario – Taryn Reynolds
One of the most talented managers to ever work at Lime Mining is Taryn Reynolds. Combining
graciousness with high intelligence and creativity, Taryn has been successful in attracting and
building a highly committed and competent division of employees. When interviewed by the
national news media for insight into her success, one of the topics that became a primary focus was
the challenge of communicating effectively.
1.
In selecting the best channel for complex communication, Taryn suggests to select the
richest channel possible. Characteristics that Taryn suggests a manager should recognize
include all of these EXCEPT which one?
a.
b.
c.
d.
e.
The channel's ability to handle multiple cues simultaneously
The ability to facilitate rapid two-way feedback
The ability to establish a personal focus for the communication
The ability to clarify and rapidly reduce communication stereotyping
All of these are valid characteristics of channel richness.
Answer: d
Type: A
Chapter Seventeen * Communication
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2.
Taryn also agrees with the research that suggests that "nonverbal messages convey thoughts
and feelings with greater force than do our most carefully selected words." Nonverbal
messages include all of the following EXCEPT which one?
a.
b.
c.
d.
e.
Facial expressions
Posture and dress
Voice and mannerisms
Blushing and perspiring
All of the above are included.
Answer: e
3.
Taryn recently contributed some ideas to current management articles and she asserts the
conclusion that effective listening and engaged listening are key characteristics of successful
communication. Which of the following is not a part of effective listening or engaged
listening?
a.
b.
c.
d.
e.
Provide listening forums
Take notes and promise feedback
Ask dumb questions
Break down barriers through casual get-togethers
All of the above are included.
Answer: e
4.
Type: A
Type: A
Taryn believes that successful managers solicit and respond to upward communication.
Information that can be expected with upward communication includes all of the following
EXCEPT which one?
a.
b.
c.
d.
e.
Procedures and practices
Suggestions for improvement
Financial and accounting information
Performance reports
All of the above are included.
Answer: a
Type: A
Short-Answer Questions
1.
can be defined as the process by which information is exchanged and
understood by two or more people, usually with the intent to motivate or influence
behavior.
Chapter Seventeen * Communication
Test Bank * Page 488
Answer: Communication
2.
Page: 626
To ______ a message is to select the symbols used to compose a message.
Answer: encode
3.
The
Page: 627
is the tangible formulation of the idea that is sent to the receiver.
Answer: message
4.
Page: 627
To translate the symbols used in a message for the purpose of interpreting its meaning is
called
.
Answer: decoding
5.
Without
Page: 627
, the communication is one-way.
Answer: feedback
6.
Page: 627
The amount of information that can be transmitted during a communication episode is
known as _______.
Answer: channel richness
7.
Page: 628
_______ is increasingly being used for messages that were once handled via the
telephone.
Answer: E-mail
8.
Page: 629
________ messages are typically ambiguous, concern novel events, and impose great
potential for misunderstanding.
Answer: Nonroutine
9.
Page: 631
refers to messages sent through human actions and behaviors rather than
through words.
Answer: Nonverbal communication
10.
involves the skill of grasping both facts and feelings to interpret a
message's genuine meaning.
Answer: Listening
11.
Page: 632
Page: 633
channels are those that flow within the chain of command or task
responsibility defined by the organization.
Chapter Seventeen * Communication
Test Bank * Page 489
Answer: Formal communication
12.
Page: 635
List the three formal communication channels found in organizations.
Answer:
The three channels are (1) the upward communication channel, (2) the downward
communication channel, and (3) the horizontal communication channel.
Page: 635
13.
refers to the messages and information sent from top management down
to subordinates.
Answer: Downward communication
14.
The major problem with downward communication is known as communication
_______.
Answer: drop off
15.
Page: 636
Formal
includes messages that flow from the lower to the higher levels in
the organization's hierarchy.
Answer: upward communication
16.
Page: 635
Page: 637
List the five types of upward communication.
Answer:
The five types of information communicated upward are (1) problems and expectations,
(2) suggestions for improvement, (3) performance reports, (4) grievances and disputes,
and (5) financial and accounting information.
Page: 637
17.
communication is the lateral or diagonal exchange of messages among
peers or coworkers.
Answer: Horizontal
18.
Page: 638
Messages that take place among members of the same department and concern task
accomplishments are called _______.
Answer: intradepartmental problem solving Page: 638
19.
Interdepartmental messages that facilitate the accomplishment of joint projects or tasks
Chapter Seventeen * Communication
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are called ______.
Answer: interdepartmental coordination
20.
21.
Messages that are designed to share information among teams and departments that can
help the organization change, grow, and improve are called ______.
Answer: change initiatives and improvements
Page: 639
A(n) _______ is a team communication structure in which team members communicate
through a single individual to solve problems or make decisions.
Answer: centralized network
22.
In a(n)
Page: 640
channels exist outside the formally authorized channels and do not adhere
to the organization's hierarchy of authority.
Answer: Informal communication
24.
Page: 640
network, individuals can communicate freely with other team members.
Answer: decentralized
23.
Page: 639
Page: 641
A communication technique in which managers interact directly with workers to
exchange information is known as _______.
Answer: management by wandering around Page: 641
25.
The
is an informal, person-to-person communication network of employees
that is not officially sanctioned by the organization.
Answer: grapevine
26.
Page: 642
means sharing all types of information throughout the company, across
functional and hierarchical levels.
Answer: Open communication
27.
is a group communication process in which people together create a
stream of shared meaning that enables them to understand each other and share a view of
the world.
Answer: Dialogue
28.
Page: 643
Page: 644
_______ occurs when managers use evaluations and communication to help individuals
and the organization learn and improve.
Chapter Seventeen * Communication
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Answer: Feedback
29.
Page: 645
________ can exist within the individual or as part of the organization.
Answer: Barriers
30.
Page: 647
pertains to the meaning of words and the way they are used.
Answer: Semantics
31.
Page: 647
List the four individual level barriers to communication.
Answer:
The four barriers are (1) interpersonal dynamics, (2) channels and media, (3) semantics,
and (4) inconsistent cues.
Page: 647
Essay Questions
1.
Briefly describe the communication process.
ANSWER:
The communication process begins with the development of a message. The message is
encoded into symbols that are then sent through a selected channel. The symbols are then
received and decoded into a received message and then the response is sent as feedback
and the communication process is completed.
Level: 2
2.
Page: 627
Describe the concept of channel richness, specify the richest channel, and explain why it
is so rich.
ANSWER:
Channel richness is the amount of information that can be transmitted during a
communication episode. This is influenced by the ability to handle multiple cues
simultaneously, the ability to facilitate rapid, two-way communication, and the ability to
establish a personal focus for the communication. Face-to-face communication is the
richest channel because it permits direct experience, multiple information cues,
immediate feedback, and personal focus.
Level: 3
Page: 628-631
Chapter Seventeen * Communication
Test Bank * Page 492
3.
Define nonverbal communication and briefly discuss its importance to communicating in
organizations.
ANSWER:
Nonverbal communication refers to messages sent through human actions and behaviors
rather than words. Sources of nonverbal communication can include facial expressions,
voice, mannerisms, posture, dress, and even office arrangements. These nonverbal
sources can be more important than the actual words that are spoken. When verbal and
nonverbal messages are contradictory, a receiver will usually give more weight to the
nonverbals. Managers must be sensitive to nonverbal sources when communicating and
learn to coordinate their verbal and nonverbal messages.
Level: 2
4.
Page: 632-633
What is downward communication and what are five topics generally included with
downward communication?
ANSWER:
Downward communication is those messages sent from top management down to
subordinates. It normally includes (1) implementation of goals, strategies, and objectives,
(2) job instructions and rationale, (3) procedures and practices, (4) performance feedback,
and (5) indoctrination.
Level: 2
5.
Page: 635-636
Describe the three categories of horizontal communication.
ANSWER:
Intradepartmental problem solving is messages that take place among members of the
same department and concern task accomplishment. Interdepartmental coordination is
messages that facilitate the accomplishment of joint projects or tasks. Change initiatives
and improvements are messages designed to share information among teams and
departments that can help the organization change, grow, and improve.
Level: 2
6.
Page: 638-639
Describe the difference between centralized networks and decentralized networks.
ANSWER:
Centralized network is a team communication structure in which team members
communicate through a single individual to solve problems or make decisions. In a
decentralized network, the communication structure allows team members to
Chapter Seventeen * Communication
Test Bank * Page 493
communicate freely with one another and arrive at decisions together.
Level: 2
7.
Page: 640
Identify the four individual level barriers to communication and the ways to overcome
them.
ANSWER:
The four individual level barriers are (1) interpersonal dynamics, (2) channels and media,
(3) semantics, and (4) inconsistent cues. According to the text, the most important
individual skill needed to help overcome barriers to communication is active listening.
This means showing interest, asking questions, paraphrasing, and providing feedback to
the sender. Next, individuals should select the appropriate channel for the message. The
complexity of the message, among other factors, should be considered when determining
the channel. Third, both parties need to make a special effort to understand each other's
perspective so that semantics can be clarified. Last, management by wandering around
gets the manager out of the office, allowing for face-to-face communication and direct
observation.
Level: 3
Page: 647
Chapter Seventeen * Communication
Test Bank * Page 494