Ch11 Complete Test Bank Communicating With Purpose

Package Title: Neubert 1e Testbank

Course Title: Organizational Behaviour

Chapter Number: 11

Shuffle: No

Multiple Choice

1. Which of the following statements is true of the sustainable approach to communication?

a) It concentrates on ensuring that information travels efficiently to enhance overall productivity.

b) It focuses on how messages are drafted, transmitted, and understood by others.

c) It focuses on nurturing interpersonal relationships and building community.

d) It concentrates on selling a person’s preferred ideas to others.

Difficulty: Medium

Learning Objective: Explain the four-step communication process from a conventional and sustainable perspective.

Section Reference: 11.1 Four-Step Communication Process

AACSB: Analytic skills

Bloom’s: Comprehension

2. Which of the following is the first step in the communication process?

a) Receiving and interpreting the message

b) Identification of the message to be communicated

c) Transmitting and encoding the message

d) Flow of information from the receiver to the sender

Difficulty: Easy

Learning Objective: Explain the four-step communication process from a conventional and sustainable perspective.

Section Reference: 11.1 Four-Step Communication Process

AACSB: Analytic skills

Bloom’s: Knowledge

3. _____ occurs when information is withheld or not communicated to others.

a) Encoding

b) Filtering

c) Decoding

d) Compressing

Difficulty: Easy

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

4. Which of the following approaches to filtering communication involves the highest amount of filtering?

a) Spray and pray

b) Underscore and explore

c) Withhold and uphold

d) Identify and reply

Difficulty: Easy

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

5. Which of the following is a characteristic of the spray and pray approach?

a) A sender floods co-workers with data, expecting them to sort out the important information.

b) A senders explicitly listen to feedback so that he or she can be aware of potential misunderstandings.

c) A person holding relevant information sends it to others only when they explicitly ask for it.

d) A sender tells others what the main issues are and then sells them his or her own preferred solution.

Difficulty: Medium

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

6. Zara is a salesperson at a large retail store. A customer looking for cosmetics seeks Zara’s assistance. Zara provides extensive information about all the cosmetics available in the store and expects the customer to choose the appropriate product. The customer gets confused about what to purchase. Hence, Zara is using the _____ approach to filter communication.

a) Spray and pray

b) Identify and reply

c) Tell and sell

d) Underscore and explore

Difficulty: Hard

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Reflective thinking skills

Bloom’s: Application

7. _____ is the approach to filtering communication in which a sender speaks to people about the main issues and then offers only his preferred solution to the issues.

a) Spray and pray

b) Identify and reply

c) Withhold and uphold

d) Tell and sell

Difficulty: Easy

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

8. Abraham is the director of Mandolin Information Systems Inc. He presents the company’s agenda for the coming year at the company’s annual meet. After the presentation, employees were asked to put forth any questions or doubts on the ideas presented. Which of the following approaches to filter communication is being used in the given example?

a) Spray and pray

b) Identify and reply

c) Withhold and uphold

d) Underscore and explore

Difficulty: Hard

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Reflective thinking skills

Bloom’s: Application

9. Which of the following statements is true of the underscore and explore approach to filtering communication?

a) A sender showers co-workers with data, expecting them to sort out the important information.

b) Senders explicitly listen to feedback so that they can be aware of potential misunderstandings.

c) A person holding relevant information sends it to others only when they explicitly ask for it.

d) Senders holding relevant information send very little of it to others, even when pressed to do so.

Difficulty: Medium

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Application

10. Natasha works in the human resources department of a marketing company. She is involved in recruiting candidates. She posts brief descriptions of available jobs on job posting websites. Interested candidates are required to contact her for further information. Hence, Natasha is using the _____ approach to filtering communication.

a) Identify and reply

b) Tell and sell

c) Withhold and uphold

d) Spray and pray

Difficulty: Hard

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Reflective thinking skills

Bloom’s: Application

11. The _____ approach to filtering communication is reactive and “puts fires out” as they emerge.

a) Withhold and uphold

b) Identify and reply

c) Spray and pray

d) Tell and sell

Difficulty: Easy

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

12. Emerent Inc. is an online clothing retailer. It sends details about available products and new arrivals to customers only when they make requests on its website. Therefore, Emerent is using a _____ approach to filtering communication.

a) Withhold and uphold

b) Tell and sell

c) Underscore and explore

d) Identify and reply

Difficulty: Hard

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Reflective thinking skills

Bloom’s: Application

13. How does the underscore and explore approach differ from the tell and sell approach?

a) The underscore and explore approach has senders showering information on coworkers, while the tell and sell approach has people holding relevant information send it to others only when they explicitly ask for it.

b) The underscore and explore approach has senders explicitly listening to feedback, while in the tell and sell approach, senders generally are not interested in getting feedback and input from others.

c) The underscore and explore approach involves repetition of the same message without adding information, while the tell and sell approach showers information on people, expecting them to sort out relevant information.

d) The underscore and explore approach has senders explicitly listening to feedback, while senders using the tell and sell approach send information only to those who ask for it.

Difficulty: Medium

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Analysis

14. _____ is the approach to filtering communication in which the person holding relevant information sends very little of it to others, even when pressed to do so.

a) Withhold and uphold

b) Identify and reply

c) Underscore and explore

d) Spray and pray

Difficulty: Easy

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

15. Norah reveals very limited information to her colleagues after her meeting with the team manager about her promotion. She feels the information may be misused and refuses to add more to what she shares with her peers. Which of the following approaches to filtering communication is Norah using?

a) Tell and sell

b) Identify and reply

c) Withhold and uphold

d) Underscore and explore

Difficulty: Hard

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Reflective thinking skills

Bloom’s: Application

16. A person using the withhold and uphold approach to filter communication would:

a) Repeat the same message over and over without adding any more information.

b) Explicitly listen to feedback so that he or she can be aware of potential misunderstandings.

c) Shower co-workers with data, expecting them to sort out the important information.

d) Send information to others only when they explicitly ask for it.

Difficulty: Medium

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Application

17. How does the withhold and uphold approach differ from the identify and reply approach?

a) In the withhold and uphold approach, a person holding information sends very little of it even when pressed to do so, while the identify and reply approach involves a person holding relevant information send it to others only when they explicitly ask for it.

b) In the withhold and uphold approach, a sender tells others what the main issues are and then

sells them his or her own preferred solution, while the identify and reply approach involves a person holding relevant information send it to others only when they explicitly ask for it.

c) In the withhold and uphold approach, a sender explicitly listens to feedback so that they can be aware of potential misunderstandings, while the identify and reply approach involves a person identifying what the main issue is and then providing his or her preferred solution.

d) In the withhold and uphold approach, a person holding relevant information sends it to others only when they explicitly ask for it, while the identify and reply approach involves telling others what the main issues are and recommending solutions for them.

Difficulty: Medium

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Analysis

18. Which of the following statements is true of sustainable communication?

a) It only focuses on messages that enhance organizational productivity.

b) It is about seeking and welcoming divergent ideas and views.

c) It focuses on how messages are drafted, transmitted, and understood by others.

d) It only focuses on message that help a person “sell” his preferred idea.

Difficulty: Medium

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

19. Rilax Corp. manufactures mattresses. Mark, the manager of the purchasing department, wants to send a list of required raw materials to the company’s supplier. After deciding on the message to be communicated, Mark’s next step would be to:

a) Ensure the receiver understands the message.

b) Receive and decode the message.

c) Decide how to communicate the message.

d) Identify the message.

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

20. Which of the following tasks is performed by a sender when encoding messages?

a) Identify the message to be sent.

b) Choose the medium and channel to transmit the message.

c) Receive and attribute meaning to the message.

d) Anticipate and prejudge what a person’s reply would be.

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Knowledge

21. Eve works for an insurance company. She calls a potential customer to schedule a meeting. She is unable to hear the customer clearly due to a poor cell phone connection. In the communication process, the poor cell phone reception, which is a potential barrier to communication, would be referred to as _____.

a) Deception

b) Concision

c) Noise

d) Jargon

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

22. Juanita received an email from her boss, who was out of the country, about her next project. Her boss was unable to convey several important pieces of information, including deadlines and resource allocation, because he was in an area with an intermittent Internet connection. According to the communication process, which of the following issues is Juanita facing?

a) Grapevine

b) Noise

c) Feedback

d) Deliberative dialogue

Level of Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

23. Jamila is taking a course in clinical psychology at her local university. She tries to discuss this course with her friend, who is pursuing an arts degree at the same school. Jamila’s friend is unable to understand several parts of the discussion. This lack of understanding can be attributed to _____.

a) Semantic problems

b) Filtering

c) Concision

d) Active listening

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

24. Jeremy just wrote an article on the changing trends in the infrastructure industry, which was published in an infrastructure-specific trade magazine. In this scenario, the magazine serves as the _____.

a) Node

b) Filter

c) Channel

d) Medium

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

25. Brian wins the best employee award for the year 2016. The news of his winning the award is published in his company’s quarterly newsletter, which is accessible to all employees. Which of the following terms best describes the role of the newsletter?

a) Channel

b) Medium

c) Node

d) Filter

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

26. Which of the following is the richest medium for communication?

a) Web-posting

b) Television

c) Face-to-face

d) Voicemail

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

27. Which of the following is the characteristic of a rich communication medium?

a) Spontaneous

b) Premeditated

c) Generic

d) Impersonal

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

28. Ivan wants to discuss the details of a new project with his boss in person. Which of the following hallmarks of a rich communication medium influences Ivan’s decision?

a) Unique

b) Public

c) Generic

d) Impersonal

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

29. Which of the following is a characteristic of a lean communication medium?

a) Spontaneous

b) Impersonal

c) Unique

d) Flexible

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

30. Media such as texts, memos, and emails are considered lean because they:

a) Offer neither verbal nor visual cues.

b) Allow for immediate feedback.

c) Allow for easy transmission of detailed information.

d) Highlight vocal characteristics of a message.

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Knowledge

31. Which of the following statements is true of computer-mediated communication?

a) Trust can be easily built, which facilitates sharing of information.

b) Team members can work seamlessly from various locations.

c) Emails and text messages are rich media for communication.

d) It facilitates immediate feedback.

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Comprehension

32. The process of encoding is completed by:

a) Identifying the message to be sent.

b) Choosing a communication channel.

c) Receiving feedback.

d) Engaging in a deliberative dialogue.

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

33. The CEO of Shengo Corporation sends an email to the employees about the modified salary structure, through their respective managers. Which of the following terms describes the path traversed by the email before reaching the employees?

a) Node

b) Filter

c) Channel

d) Medium

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Reflective thinking skills

Bloom’s: Application

34. The _____ is the information network along which unofficial information flows.

a) Grapevine

b) Filter

c) Node

d) Medium

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

35. Which of the following statements holds true for the sustainable encoding process?

a) Differences and diversity among stakeholders are not accepted.

b) Noise is considered as an opportunity for improvement.

c) Multiplicity of views is seen as a barrier to communication.

d) It looks at creating a system that suppresses differences and diversity.

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Comprehension

36. Grant Foods Inc. is a large company manufacturing ready-to-eat food products. The CEO invites the company’s suppliers and customers for a discussion on the adoption of sustainable strategies, which do not harm the environment and are beneficial for everyone. Grant Foods aims to have collaborative communication with these stakeholders to decide on the best practices to follow. This approach toward effective communication is referred to as _____.

a) Collective decoding

b) Deliberative dialogue

c) Constructive criticism

d) Feedforward communication

Difficulty: Hard

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Application

37. When choosing communication media and channels, a sustainable approach:

a) Focuses on the linear transfer of knowledge from one person to the next.

b) Considers the barriers to effective communication as noise, which is unwelcome.

c) Favors face-to-face communication to foster collaboration.

d) Emphasizes efficiency and favors impersonal media or channels.

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Comprehension

38. _____ is the process through which a receiver attributes meaning to a message.

a) Decoding

b) Filtering

c) Encoding

d) Composing

Level of Difficulty: Easy

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Knowledge

39. Yuan runs a company supplying fruit concentrate to various beverage-manufacturing companies around the world. He organizes a video conference with one of his major clients to negotiate terms for a new contract to be finalized. In order to ensure effective communication, Yuan should:

a) Anticipate and prejudge what the other person will say.

b) Assume that his message is understood as intended.

c) Concentrate on verbal and nonverbal cues.

d) Think of how to respond to the client.

Difficulty: Hard

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Reflective thinking skills

Bloom’s: Application

40. Which of the following is a characteristic of active listening?

a) Thinking of what to say next

b) Providing feedback, paraphrasing, and clarifying

c) Assuming the message was understood as intended

d) Anticipating and prejudging what the person will say

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Knowledge

41. Which of the following examples illustrates active listening?

a) Arthur is distracted by text messages on his mobile phone during college lectures.

b) Salim is always thinking about what to say next when talking with his friends.

c) Anna focuses on her students’ body language in class and provides clarifications when needed.

d) Sally is always impatient and tries to anticipate what her instructor would say next during her dance classes.

Difficulty: Hard

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Reflective thinking skills

Bloom’s: Application

42. Poor listening is characterized by:

a) Concentrating on verbal and nonverbal messages.

b) Assuming the message was understood as intended.

c) Providing feedback, paraphrasing, and clarifying.

d) Keeping an open mind and assimilating information.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Knowledge

43. Which of the following examples depicts poor listening?

a) Victor tries to clarify and paraphrase his professor’s explanations during lectures.

b) Salim is always thinking about what to say next when talking with his friends and is often distracted while talking.

c) Anna focuses on her students’ body language in class and provides clarifications when needed.

d) Michelle always maintains a steady eye contact and focuses on nonverbal cues during meetings with her manager.

Difficulty: Hard

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Reflective thinking skills

Bloom’s: Application

44. In the conventional approach to decoding, the context of organizational communication is focused on:

a) Forming a group identity.

b) Decoding messages at the group level.

c) Achieving results and competing with others.

d) Balancing and enhancing multiple forms of well-being.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Knowledge

45. Which of the following statements is true of the sustainable approach to decoding?

a) The context of organizational communication is focused on achieving results and competing with others.

b) It highlights how listening contributes to the formation of a group’s identity.

c) It is oriented toward the linear transfer of knowledge from one person to the next.

d) Decoding tends to occur at the individual level.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Comprehension

46. Which of the following is the goal of sustainable listening?

a) Competing with others

b) Linear transfer of knowledge

c) Achieving mutual understanding

d) Listening to acquire knowledge

Difficulty: Easy

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Comprehension

47. In the context of decoding messages, how does the sustainable approach differ from the conventional approach?

a) The sustainable approach focuses on balancing and enhancing multiple forms of well-being, while the conventional approach focuses on achieving results and competing with others.

b) Sustainable decoding occurs at the individual level, while conventional decoding occurs at the group level.

c) Sustainable decoding emphasizes listening to acquire knowledge, while conventional decoding highlights how listening contributes to the formation of a group’s identity.

d) Sustainable listening is about filling our minds with thoughts about what to do, while conventional listening is about who we are and what we do in relationship to others.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Analysis

48. Which of the following is true of the conventional approach to decoding messages?

a) The context of organizational communication emphasizes balancing and enhancing multiple forms of well-being.

b) Decoding often tends to occur at the group level.

c) It is oriented toward the linear transfer of knowledge from one person to the next.

d) It highlights how listening contributes to the formation of a group’s identity.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Comprehension

49. The product development team of New Rubbers Inc. aims to incorporate sustainable practices in team activities. The team manager recently sent an email regarding new customer requirements, which would need changes to be made in product designs. The team splits itself into groups of three and tries to understand and interpret the customer’s requirements. Which of the following terms best describes the team’s actions?

a) Feedforward communication

b) Filtering

c) Constructive criticism

d) Collective decoding

Difficulty: Hard

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Reflective thinking skills

Bloom’s: Application

50. Which of the following statements holds true for collective decoding?

a) Members often disagree with decisions that are not in their self-interest.

b) Members understand ideas more fully and are less likely to resist them.

c) It is oriented toward the linear transfer of knowledge from one person to the next.

d) It is limited to hearing the words and content of the message being sent.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Comprehension

51. How does collective decoding benefit an organization?

a) It recognizes and respects the unique knowledge that each member brings to the organization.

b) It focuses on achieving results, competing with others, and listening to acquire knowledge.

c) It is oriented toward the linear transfer of knowledge from one person to the next.

d) It is limited to hearing the words and content of the message being sent.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Comprehension

52. Which of the following is the final step of the communication process?

a) Identification

b) Feedback

c) Decoding

d) Encoding

Difficulty: Easy

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Knowledge

53. Martin acknowledges his manager’s email by replying that he understands what is required of him. Which of the following steps in the communication process is Martin executing?

a) Decoding

b) Identification

c) Encoding

d) Feedback

Difficulty: Hard

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Reflective thinking skills

Bloom’s: Application

54. Which of the following examples illustrates the feedback step of the communication process?

a) Pauline receives a puzzled look from her brother when she explains the theory of relativity to him.

b) Adnan sends an email to his friend about planning a vacation during Christmas.

c) Rosaline plans to send a draft of her doctoral thesis to her guide for corrections and suggestions for improvement.

d) Joshua sends a birthday gift to his sister through a courier service.

Difficulty: Hard

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Comprehension

55. Which of the following statements is true of the feedback process?

a) It is based solely on the interpretation of verbal cues.

b) It allows checking to ensure the original message was received as intended.

c) The richness of the communication medium does not influence feedback.

d) It occurs when a message is interpreted by a group of two or more people.

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Comprehension

56. Benjamin is the manager of the editorial team of a science magazine. During the annual performance review, he explains in a gentle but firm manner about the areas that need improvement and also offers suggestions to help the team members. Therefore, Benjamin is engaged in _____.

a) Collective decoding

b) Deliberative dialogue

c) Constructive criticism

d) Feedforward communication

Difficulty: Hard

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Reflective thinking skills

Bloom’s: Application

57. Constructive criticism serves to:

a) Keep decision makers blind to helpful but challenging information.

b) Denounce the people who provide criticism.

c) Promote the relative status of the person providing it.

d) Help a person to improve by being specific and descriptive.

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Comprehension

58. The sustainable approach to feedback focuses on:

a) Linear transfer of knowledge from one person to the next.

b) A system that facilitates competition and achievement of results.

c) Constructive upward discussions to enhance future communications.

d) The relative status of the person providing constructive criticism.

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Comprehension

59. Marco is the CEO of Enrich Corp. He sends out a common message to all employees stating that they can send ideas and suggestions for process improvements directly to him through email. He also states that employees are free to highlight problems that occur during their daily activities. As a result, employees show tremendous interest and many innovative ideas are put forth by them. This message from Marcus that has influenced employees is referred to as _____.

a) Constructive criticism

b) Feedforward communication

c) Collective decoding

d) Facilitated communication

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Comprehension

60. Which of the following statements is true of feedforward communication?

a) It occurs when a message is interpreted by two or more people.

b) It is a serious examination or judgment delivered in a way that is intended to help the receiver to improve.

c) It is the combination of relationships and prior communication that influences subsequent messages.

d) It lets a person know whether a message has been received as intended.

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Comprehension

61. Which of the following terms applies when a person holding relevant information sends it to others only when explicitly asked for it?

a) Identify and reply

b) Withhold and uphold

c) Filtering

d) Tell and sell

Difficulty: Medium

Learning Objective: Explain the how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Reflective thinking skills

Bloom’s: Comprehension

62. You feel that your coworker Shana is showering you with data, expecting you to sort out the important information. Which of the following tactics applies to her?

a) Spray and pray

b) Tell and sell

c) Identify and reply

d) Explore and underscore

Difficulty: Medium

Learning Objective: Explain the how a message is identified.

Section Reference: 11.2 Step 1: Identify Your message

AACSB: Communication Skills

Bloom’s: Analysis

63. Which of the following applies to the potential barriers that cause the message to be misunderstood and that may impede the communication at any of the four steps of the process?

a) Noise

b) Encoding

c) Decoding

d) Filtering

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Communication Skills

Bloom’s: Analysis

64. You have noticed that your coworker Frieda is sending the message to you and others in understandable terms by using symbols and media. Which of the following terms applies to her?

a) Encoding

b) Decoding

c) Filtering

d) Spraying

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Communication Skills

Bloom’s: Comprehension

65. The most important decoding skill is being an active listener. Which of the following characteristics applies to the active listener?

a) Concentrating on verbal and nonverbal messages

b) Anticipating what the person will say and showing impatience

c) Assuming the message was understood as intended

d) Thinking of what to say next even by letting your mind wander

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Communication Skills

Bloom’s: Analysis

66. There are few differences between the conventional and sustainable approaches in receiving and decoding the message. Which of the following explains one of the differences?

a) Conventional decoding tends to occur at the individual level, while sustainable decoding occurs more often at the group level.

b) Sustainable decoding tends to occur at the individual level, while conventional decoding occurs more often at the group level.

c) The conventional tendency to embrace diverse voices and multiple forms of well-being influences the very nature of listening.

d) The sustainable approach emphasizes listening to acquire knowledge.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Analysis

67. Listening is an important decoding skill for sustainable and conventional approaches. However, there is a difference between both approaches. Which of the following applies?

a) The conventional approach emphasizes listening to acquire knowledge, while sustainable decoding highlights how listening contributes to the formation of a group’s identity.

b) The sustainable approach emphasizes listening to acquire knowledge, while conventional decoding highlights how listening contributes to the formation of a group’s identity.

c) Sustainable decoding tends to occur at the individual level, while conventional decoding occurs more often at the group level.

d) Conventional emphasis on relationships may favor personal media or channels, while a sustainable approach generally favors impersonal communication to foster improved efficiency.

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Communication skills

Bloom’s: Analysis

68. Which of the following applies to the combination of relationships and prior communication that influences subsequent messages?

a) Feedforward communication

b) Constructive communication

c) Active listening

d) Feedback communication

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message

AACSB: Communication skills

Bloom’s: Analysis

69. Which of the following applies to a serious examination or judgment delivered in a way that is intended to help the receiver to improve?

a) Constructive criticism

b) Positive feedback

c) Feedforward communication

d) Deliberative dialogue

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message

AACSB: Analytic skills

Bloom’s: Analysis

70. Feedforward communication influences subsequent messages. Which of the following applies to feedforward communication?

a) Feedforward communication can be positive and reinforce a virtuous cycle.

b) Feedforward communication can be negative but would not perpetuate a vicious cycle.

c) Feedforward communication cannot be positive because it deals with prior communication.

d) Feedforward communication cannot be negative because it a combination of relationships and prior communication.

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message

AACSB: Communication

Bloom’s: Analysis

Fill In The Blanks

71. A_____ is a specific idea or general information that a sender wants to convey to receivers.

Difficulty: Easy

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Analytic skills

Bloom’s: Knowledge

72. _____ is putting a message in understandable terms by using symbols and media.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

73. _____ refers to potential barriers that may impede communication at all four steps of the communication process.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

74. A _____ is the vehicle that carries a message from the sender to the receiver.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

75. _____ refers to a communication medium’s ability to resolve ambiguity.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

76. A _____ is the pathway along which a message travels through a medium.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

77. _____ refers to a structured, multidirectional communication that enables multiple stakeholders to learn from one another what is best for the overall community.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

78. _____ occurs when a message is interpreted by a group of two or more people, with the result that each member learns more than any one member could learn alone.

Level of Difficulty: Easy

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Knowledge

79. _____ lets the sender know whether the message has been received as intended.

Difficulty: Easy

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Knowledge

80. _____ is the combination of relationships and prior communication that influences subsequent messages.

Difficulty: Easy

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Analytic skills

Bloom’s: Knowledge

81. A _____________________ approach to communication focuses on how messages are drafted, transmitted, and understood by others.

Difficulty: Easy

Learning Objective: Explain the how a message is identified.

Section Reference: 11.2 Step 1: Identify Your message

AACSB: Analytic skills

Bloom’s: Knowledge

82. ______________ is positive if information is withheld that is not relevant to the other person.

Difficulty: Easy

Learning Objective: Explain the how a message is identified.

Section Reference: 11.2 Step 1: Identify Your message

AACSB: Analytic skills

Bloom’s: Knowledge

83. _____________ may also occur when there are personality differences or ongoing conflicts between the sender and the receiver, or when there is a history of mistrust among members of the organization.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

84. _________________ must work hard at finding ways to take complex ideas and present them as succinct messages.

Difficulty: Easy

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Analytic skills

Bloom’s: Knowledge

85. The most important decoding skill is being a good ______________.

Difficulty: Easy

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Knowledge

86. _________________ requires the ability to block out noise and distractions.

Difficulty: Easy

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Analytic skills

Bloom’s: Knowledge

87. A _________________________ to communication also places greater emphasis on creating positive feedforward communication.

Difficulty: Easy

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message

AACSB: Analytic skills

Bloom’s: Knowledge

88. This final step of the communication process involves the receiver using ________ to let the sender know whether the message has been received as intended.

Difficulty: Easy

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message

AACSB: Analytic skills

Bloom’s: Knowledge

Short Answer Questions

89. List the different approaches to filtering communication.

1. Spray and pray.

2. Tell and sell.

3. Underscore and explore.

4. Identify and reply.

5. Withhold and uphold.

Difficulty: Medium

Learning Objective: Explain how a message is identified.

Section Reference: 11.2 Step 1: Identify Your Message

AACSB: Communication abilities

Bloom’s: Knowledge

90. What are the tasks senders must perform when encoding messages?

1. Identify any communication barriers they must overcome.

2. Choose the medium and channel to transmit the message.

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Communication abilities

Bloom’s: Knowledge

91. Why is face-to-face communication considered to be the richest medium of communication?

Difficulty: Medium

Learning Objective: Describe how a message is encoded and transmitted.

Section Reference: 11.3 Step 2: Encode and Transmit the Message

AACSB: Communication abilities

Bloom’s: Communication

92. What are the benefits of collective decoding?

Difficulty: Medium

Learning Objective: Discuss how a message is received and decoded.

Section Reference: 11.4 Step 3: Receive and Decode the Message

AACSB: Communication abilities

Bloom’s: Comprehension

93. How is feedback helpful in communication?

Difficulty: Medium

Learning Objective: Explain how to ensure that the receiver has understood the message.

Section Reference: 11.5 Step 4: Confirm the Message with Feedback

AACSB: Communication abilities

Bloom’s: Comprehension