Complete Test Bank Chapter 4 Communicating Effectively

Walker Supervision in the Hospitality Industry, 9th Edition

Test Bank and Answer Key

Chapter 4 Communicating Effectively

True/False Questions

1. The lines of responsibility and authority within a business are also the channels of communication.

2. Job loading means adding more challenging work.

3. To delegate successfully, you need advance planning, a positive attitude, the ability to take risks, communication, and commitment.

4. You do not delegate responsibility; this belongs only to the supervisor.

5. Listening is the second half of the communication process—the most neglected half and sometimes the most important.

6. There are few universal rules about what tasks you should delegate.

7. There are only two aspects of delegation.

8. You should never adapt delegation to the situation.

9. The Theory X manager relies heavily on delegation.

10. Reverse delegation is when employees try to dump their assignment back on to management.

Multiple-Choice Questions

1. Which of the following is false regarding the communication process?
   1. Communication is an interaction between sender and receiver.
   2. In successful communication, the receiver directs a clear message and the sender gets the message accurately.
   3. There are six elements of successful communication.
   4. Both b and c
   5. Both a and c

2. Oral instructions are most suitable for:

a. detailed tasks.

b. simple, familiar tasks.

c. instructions to hostile workers.

d. All of the above.

3. Written instructions are appropriate for:

a. matters requiring immediate action.

b. explaining how to do something.

c. tasks involving many important details.

d. All of the above.

e. Both a and c

4. Which of the following messages is most likely to be received correctly?

a. A spoken message that emphasizes something important to the receiver

b. A command accompanied by threat of action if it is not carried out

c. A memo marked urgent

d. A notice on a bulletin board containing complete instructions

5. Nonverbal communication refers to:

a. written communications.

b. permanent forms of communication such as recipes, procedures, manuals, rules, and regulations.

c. pictures, signs, body language, eye contact, and tone of voice.

d. All of the above.

e. Both a and c

6. A comfortable distance for communicating instructions is:

a. within 2–3 feet.

b. 4–7 feet.

c. 7–12 feet.

d. more than 12 feet.

7. When rewarding employees:

• • 1. allow employees to suggest rewards.
    2. don’t let employees know what the reward is ahead of time.
    3. make the goal in reach of the high achievers.
    4. allow only the employees who are getting the award to select it.
    5. Both a and b

8. Body language is all of the following except:

• • 1. expression of attitudes through body movement.
    2. expression of feelings through body positions.
    3. expression of gestures.
    4. expression of goodwill sent by email.
    5. expression of attitudes and feelings.

9. All but which of the following responses will probably cause an employee to stop talking to the boss?

a. Preaching

b. Giving advice

c. At the appropriate times, saying “okay” and “yes”

d. Looking at one’s watch

e. Both b and c

10. Most people can talk at the rate of words a minute and think at the rate of words a minute.

a. 50, 100

b. 100–125, 200–250

c. 200, 400

d. 100–125, 500

11. The most neglected communication skill is:

1. listening.
2. sending messages.
3. expressing symbols.
4. translating symbols.
5. talking.

12. Symbols can obscure the meaning of a message by:

1. vagueness.
2. language barriers.
3. body language/facial expressions not matching the speaker’s words.
4. All of the above.
5. Both b and c

13. A good listener actually listens ______ of the time.

1. 65%
2. 75%
3. 80%
4. 85%
5. 95%
6. Which of the following are examples of symbols?
   1. Pictures
   2. Graffiti
   3. Body language
   4. Both a and b
   5. All of the above.
7. Which of the following is a bad listening practice?
   1. Going off on tangents
   2. Reacting emotionally
   3. Cutting off the flow of the message
   4. Probing, interrogating, and analyzing people’s motives
   5. All of the above.
8. Which of the following is not one of the five principles of good listening?
   1. Giving the person your undivided attention
   2. Hearing the person out
   3. Establishing a sense of emotional communication
   4. Maintaining your role
   5. Looking for the real message

17. Which of the following best describes organizational communication?

1. Sending and receiving of messages between individuals
2. Messages sent out by media such as newspapers, books, radio, etc.
3. Conversation with the purpose of obtaining information
4. Sending a message from the top of an organization down
5. Sending a message from the bottom to the top of an organization

18. Active listening is defined as:

1. encouraging the speaker to continue talking.
2. giving neutral responses to let the speaker know that you understand their meanings and feelings.
3. giving emotional reactions.
4. Both a and b
5. All of the above.
6. The second step in giving instructions is:
   1. establishing a climate of acceptance.
   2. delivering the instructions.
   3. verifying the instructions have been understood.
   4. planning what you are going to say.
   5. following up.

20. As human beings we communicate all day, every day. We spend over ______ of our waking hours sending or receiving messages.

1. 50%
2. 60%
3. 70%
4. 80%
5. Communication that moves freely back and forth from one person to another or up and down a ladder is known as:
   1. open communication.
   2. nonverbal communication.
   3. two-way communication.
   4. interpersonal communication.
   5. Both a and c
6. On the receiving end, accurate reception depends in part on the or skills, or sometimes even the hearing ability of the receiver.
   1. communication, interpersonal
   2. listening, reading
   3. verbal, nonverbal
   4. verbal, communication
   5. None of the above.
7. Which of the following is false regarding Emotional Intelligence?
   1. It was popularized by the work of Daniel Goleman.
   2. It is defined as “the ability to manage ourselves and our relationships effectively.”
   3. It is often measured as an EI quotient (EQ).
   4. It is an important influence on leadership effectiveness.
   5. None of the above.
8. Which of the following is not a critical component of Emotional Intelligence?
   1. Active listening
   2. Self-awareness
   3. Motivation
   4. Self-regulation
   5. Empathy
9. What are the six universal emotions?
   1. Anger, fear, sadness, happiness, worry, and surprise
   2. Anger, fear, anxiety, happiness, disgust, and surprise
   3. Anger, fear, sadness, happiness, disgust, and surprise
   4. Anger, fear, sadness, happiness, nervousness, and surprise
   5. None of the above.
10. The distance within which a person feels uncomfortable allowing others to come closer unless they are invited to approach is known as:
    1. communication zone.
    2. personal space.
    3. public distance.
    4. social distance.
    5. a and b
11. Which of the following is a convenient way for supervisors and employees to share information and to communicate with one or several people?
    1. E-mail
    2. Texting
    3. Instant messaging
    4. Voicemail
    5. All of the above.
12. The world’s largest social utility that connects more than 2.6 billion people with friends and others who work, study, and live around them is known as:
    1. Twitter
    2. Intranet
    3. Youtube
    4. Facebook
    5. Instagram
13. Which of the following is true in regard to interviewing?
    1. It is defined as conversation with a purpose.
    2. It is used by supervisors to screen job applicants and to get needed information from employees and their own supervisors.
    3. It is the most common form of interpersonal communication in the workplace.
    4. All of the above.
    5. Both a and d
14. Which of the following is true in regard to mass communication?
    1. Hospitality organizations often use mass communication to advertise for customers as well as job applicants.
    2. It is defined as messages sent out to few people through newspapers, magazines, books, radio, television, and other media.
    3. It is decreasing on a large scale.
    4. Both a and b
    5. All of the above.