Chapter 10: Effective Communication

Test Bank

Multiple Choice

1. Which element below is defined as the act of transmitting thoughts, processes, and ideas through a variety of channels?

A. conveyance

B. communication

C. television

D. motivation

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Knowledge

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

2. One of the most important roles of a manager is to encourage and nurture a collaborative working environment by effectively working through teams to ensure tasks are accomplished and organizational goals achieved. This statement describes the concept of ______.

A. receiver

B. disclosure

C. conveyance

D. communication

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

3. Developed in 1947, the ______ is the cornerstone of communication models and is still in use today.

A. Channel-Source

B. Shannon-Source

C. Shannon-Weaver

D. Palmer-Shannon

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Knowledge

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

4. The sender of a message is also labeled the ______.

A. source

B. twitter

C. receiver

D. encoder

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Knowledge

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

5. In the communication model, the ______ transmits the message.

A. encoder

B. sender

C. receiver

D. decoder

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

6. According to the Shannon-Weaver communication model, the sender transmits a message through a ______.

A. communication channel

B. message funnel

C. transcript pathway

D. neurolinguistic channel

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

7. In the communication model, the ______ is the route the message travels along.

A. communication channel

B. message funnel

C. transcript pathway

D. neurolinguistic channel

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

8. In the Shannon-Weaver communication model, the ______ confirms the message has been understood.

A. encoder

B. sender

C. receiver

D. decoder

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

9. Which term below is used to describe anything that can impact the communications channels between the sender and the receiver?

A. slack

B. noise

C. commotion

D. distraction

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

10. Which statement below describes noise when looking at the communication model?

A. It is a figure of speech used to explain how the sender is feeling when giving the message.

B. It includes only disruptions that are too loud to hear over, such as loud music or construction work.

C. It includes only internal disturbances, like distracting thoughts when the sender receives the message.

D. It includes both internal and external disturbances.

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

11. Which element below is an example of internal noise disturbance of the communication process?

A. complex language

B. construction work

C. telephone ringing

D. loud talking

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

12. Doris and Daniel are working on a big ad campaign to get new members to join their gyms. Doris calls Daniel and tells him to spend $15,000 on TV ads. Due to a poor cell phone connection, Daniel thinks he hears Doris say "spend $50,000 on TV ads.” Which concept of the communication model is highlighted in this scenario?

A. failure on part of sender

B. external source of noise

C. internal source of noise

D. failure on part of receiver

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Application

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

13. Doris and Daniel are working on a big ad campaign to get new members to join their gyms. Doris calls Daniel and tells him to spend $15,000 on TV ads. Daniel has not eaten for over 12 hr so he is having trouble concentrating on the conversation. As a result, Daniel thinks he hears Doris say "spend $50,000 on TV ads.” Which concept of the communication model is highlighted in this scenario?

A. internal source of noise

B. failure on the part of sender

C. chaos created in organizations

D. external source of noise

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Application

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

14. Joy calls Jane and tells her to order extra bottled water in preparation for hurricane season. In this example, Joy is the ______.

A. noise

B. sender

C. receiver

D. decoder

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Application

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Application of knowledge

15. Doris and Daniel are working on an ad campaign. Doris calls Daniel and tells him to spend $15,000 on TV ads, but Daniel thinks he hears Doris say "spend $50,000 on TV ads.” If we apply the communication model to this situation, Daniel is the ______.

A. noise

B. sender

C. receiver

D. encoder

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Application

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Application of knowledge

16. Doris and Daniel are working on an ad campaign. Doris calls Daniel and tells him to spend $15,000 on TV ads, but Daniel thinks he hears Doris say "spend $50,000 on TV ads.” If we apply the communication model to this situation, Doris is the ______.

A. noise

B. sender

C. receiver

D. decoder

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Application

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Application of knowledge

17. ______ communication messages include reports, memos, and letters.

A. Oral

B. Nonverbal

C. Written

D. Electronic

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Knowledge

Answer Location: Types of Communication Channels

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

18. Which statement below describes oral communication?

A. You can record and archive them.

B. The informal nature means that the message can get lost or misunderstood.

C. The message is often affected by technical problems.

D. We are likely to be unaware of the message we are sending.

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

19. Which item below is an example of electronic communication?

A. State of the Union Address

B. Howard Stern radio show

C. The New York Times

D. a tweet from the President

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

20. ______ communication is the ability to give and exchange information, ideas, and processes verbally, either one-on-one or as a group.

A. Oral

B. Nonverbal

C. Written

D. Electronic

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Knowledge

Answer Location: Types of Communication Channels

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

21. Which element below is considered to be nonverbal communication?

A. height

B. skin color

C. dialect

D. vocal tone

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

22. ______ communication is the ability to transmit messages through e-mail, Skype, videoconferencing, blogs, fax, instant messaging, texting, and social networking.

A. Oral

B. Nonverbal

C. Written

D. Electronic

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Knowledge

Answer Location: Types of Communication Channels

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

23. Which item below is an example of electronic communication?

A. telephone conversation

B. gestures

C. videoconferencing

D. presentation

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

24. Which type of communication is defined as the transmission of wordless cues between people?

A. oral

B. nonverbal

C. written

D. electronic

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Knowledge

Answer Location: Types of Communication Channels

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

25. ______ is the degree to which a channel allows us to easily communicate and understand information sent between people and organizations.

A. Channel richness

B. Instrument measure

C. Noise

D. Channel intenseness

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Knowledge

Answer Location: Types of Communication Channels

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

26. Which statement below describes nonverbal communication as stated in the textbook?

A. allows transmission of subtle messages

B. low risk of conveying the wrong message

C. perceived the same way by all receivers

D. can be recorded and archived

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

27. Mark and Alexis have been dating a little over a year. Mark decided to send her a text message to let her know that he did not want to see her anymore. Mark used which form of communication to communicate with Alexis?

A. verbal

B. electronic

C. written

D. oral

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Application

Answer Location: Types of Communication Channels

Difficulty Level: Medium

TOP: AACSB Standard: Application of knowledge

28. Marla owns a bridal salon. She has an overstock of last season’s gowns and needs to make room for this season’s dresses by the time she goes to market. Marla decides to hold a sale to liquidate the old bridal gowns. The best way for her to get the word out about the sale is to use which kind of communication?

A. electronic

B. nonverbal

C. oral

D. written

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Application

Answer Location: Types of Communication Channels

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

29. David is on a date with Ann. He is having trouble deciding if she likes him or not because she is pleasantly talking to him and laughing at his jokes, but she is sitting with her arms folded and not making eye contact. David is confused by her ______ communication.

A. oral

B. electronic

C. nonverbal

D. misspoken

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Application

Answer Location: Types of Communication Channels

Difficulty Level: Medium

TOP: AACSB Standard: Application of knowledge

30. When someone screens and then manipulates a message from a sender before passing it on to the intended receiver, that person has ______ the message.

A. filtered

B. strained

C. differing perceptions

D. overloaded

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Knowledge

Answer Location: Barriers to Communication

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

31. When we are stressed or angry, we are less likely to accept constructive criticism in a positive way. Which barrier of communication does this explain?

A. emotions

B. information overload

C. differing perceptions

D. filtering

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

32. Having too much information surrounding us can lead to which barrier of communication?

A. differing perceptions

B. filtering

C. information overload

D. emotions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

33. Research shows that due to information overload, we are ______.

A. less susceptible to marketing than 30 years ago

B. less susceptible to political manipulation than 30 years ago

C. more susceptible to marketing than 30 years ago

D. better educated about our purchasing habits than 30 years ago

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

34. Being able to prioritize our workload helps us make better decisions and prevents us from having which barrier of communication?

A. differing perceptions

B. filtering

C. information overload

D. emotions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

35. Sometimes the way we interpret situations clashes with the interpretations of others, leading to confusion and misconception. Which barrier of communication does this describe?

A. differing perceptions

B. filtering

C. information overload

D. emotions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

36. Which communication barrier can be overcome by challenging our own assumptions about other people and situations and by seeking advice from others to clarify our perceptions?

A. differing perceptions

B. filtering

C. information overload

D. emotions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

37. Increased ______ is associated with information overload.

A. headaches

B. productivity

C. creativity

D. satisfaction

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

38. ______ consists of concentrating on the true meaning of what others are saying.

A. Communication

B. Processing

C. Paraphrasing

D. Active listening

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Knowledge

Answer Location: Active Listening

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

39. Which term below is an essential skill for employees in the workplace because it allows the receiver to hear and understand the message and reassures the speaker that the message has been heard in the same terms in which it is delivered?

A. paraphrasing

B. active listening

C. communication

D. processing

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Active Listening

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

40. One of the components to active listening, ______ means paying attention to the signals sent from the speaker.

A. sensing

B. responding

C. reasoning

D. processing

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Active Listening

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

41. Which component of active listening includes avoiding forming an opinion or interrupting the speaker until he or she has finished speaking?

A. sensing

B. responding

C. reasoning

D. processing

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Active Listening

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

42. When using active listening, ______ means actively understanding and remembering what is being said.

A. sensing

B. responding

C. reasoning

D. processing

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Knowledge

Answer Location: Active Listening

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

43. ______ is the way active listeners provide feedback to the speaker and clarify the message by repeating some of the key points at appropriate breaks.

A. Sensing

B. Responding

C. Reasoning

D. Processing

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Knowledge

Answer Location: Active Listening

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

44. Which component of active listening involves looking for nonverbal cues, such as eye contact, poor posture, and tone of voice?

A. sensing

B. responding

C. reasoning

D. processing

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Active Listening

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

45. Miranda and Larry work as cooks at the local Fried Chicken hot spot. Miranda is the head fry cook and Larry is her assistant. When Larry says he wants to do more challenging tasks, Miranda tells the owner Willy that Larry is unhappy and will probably resign. This scenario is an example of which of the communication barriers?

A. filtering

B. emotions

C. information overload

D. differing perceptions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Application

Answer Location: Barriers to Communication

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

46. Jones has had a bad year at work. Several employees have quit, and issues in his personal life cause him to always be in a bad mood. When Sue came to him with some critical feedback, he overreacted and said that she always acts like she is out to get him. Which communication barrier is best exemplified in this example?

A. filtering

B. emotions

C. information overload

D. differing perceptions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Application

Answer Location: Barriers to Communication

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

47. When Lola finds out June is disgruntled, she is surprised. When she approaches June, June tells her she emailed her months ago about an issue and it never got resolved. The issue is important, and once June brings it up, Lola remembers receiving the message. Lola is embarrassed that she never addressed it. Which communication barrier is best exemplified in this example?

A. filtering

B. emotions

C. information overload

D. differing perceptions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Application

Answer Location: Barriers to Communication

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

48. Blake and Jade were both in the same meeting when Logan announced that the group failed to reach their monthly goals. Afterward, Blake noted that Logan was particularly negative and belittling. Jade disagreed and thought Logan presented facts as positively as he could. Which communication barrier is best exemplified in this example?

A. filtering

B. emotions

C. information overload

D. differing perceptions

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Application

Answer Location: Barriers to Communication

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

49. Which flow of communication direction sends messages from the upper levels of the organizational hierarchy to the lower levels?

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

50. Sharing information ______ provides employees with clear feedback from their superiors regarding organizational goals, developments, and strategies. It also provides a sense of involvement and minimizes doubt and insecurity about how the company is performing.

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

51. Which flow of communication direction sends messages from the lower levels of the organizational hierarchy to the higher levels?

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

52. The absence of ______ can leave higher level management ignorant of what is really going on in the organization.

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

53. Which flow of communication direction sends messages between and among similar hierarchical levels across organizations?

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

54. Although ______ communication supports teamwork and helps build morale, it requires managerial control to minimize potential interpersonal conflict that may arise as a result of many participants collaborating at once.

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

55. Roger is a department head. He is unsure about how other departments are spending their allocated flex funds. He calls a meeting with other department heads to get ideas about how the money can and cannot be spent. Roger is engaging in ______ communication.

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Application

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

56. At Trader Joe’s, every employee from store clerk to vice president is expected to contribute ideas about how the store is run, and managers are expected to communicate to employees about the goals of the organization. What direction of communication is represented in the example?

A. downward and lateral

B. upward and informal

C. upward and downward

D. lateral and upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

57. What are the two main communication networks called?

A. endorsed and unsubstantiated

B. formal and informal

C. approved and unapproved

D. official and unofficial

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

58. Policies and procedures are examples of which type of communication network?

A. official

B. approved

C. formal

D. endorsed

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

59. ______ networks can help employees communicate freely with one another, build relationships, exchange opinions, and share grievances.

A. Informal

B. Unsubstantiated

C. Unofficial

D. Downward communication

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

60. Fast-food workers coming together to share their grievances about low pay, teachers sharing classroom tips with each other, and students rating their professors, are all examples of an ______ communication network.

A. informal

B. unsubstantiated

C. unofficial

D. unapproved

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

61. Which term below is defined as the unofficial line of communication between individuals or groups?

A. rumor string

B. gossip chain

C. cluster chain

D. grapevine

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

62. Which of the following statements is true about grapevines?

A. They are more common when managers make employees aware of everything.

B. They tend to communicate messages slowly among the group.

C. They can bring about a sense of unity among the employees who communicate through them.

D. Information shared via a grapevine tends to be true.

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

63. A ______ is a communication network in which one individual creates and spreads untrue or inaccurate information to others through the organization.

A. gossip chain

B. rumor string

C. grapevine

D. cluster chain

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

64. Which form of an informal network is defined as consisting of a group of people who broadcast information only within their group?

A. gossip chain

B. rumor string

C. grapevine

D. cluster chain

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

65. Pearle runs her small business with an iron fist. She feels that her employees should know on a regular basis how they are doing with regard to their performance and with reaching the strategies and goals that she has laid out. Although it sounds like a tough work environment, her employees are happy because they have a high sense of involvement and security. What flow of communication direction does Pearle’s business have?

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Application

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Application of knowledge

66. Henry and Charlie want to create a company where their employees have a say in the processes and products that they produce. They both feel that it is important to get the opinion of people throughout the organization. They think that with their employee involvement they can improve their processes and products because they are closer to knowing the needs of the customer. Henry and Charlie use which flow of communication direction in their company?

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Application

Answer Location: Communicating in Organizations

Difficulty Level: Medium

TOP: AACSB Standard: Application of knowledge

67. Max is a leader of a creative team at Ads-R-Us. Even though he has a creative team for making advertisements, he understands that great ideas can come from anywhere. He makes a point to let employees from other parts of the company know that their ideas are welcome. Max uses which flow of communication direction?

A. lateral

B. horizontal

C. downward

D. upward

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Application

Answer Location: Communicating in Organizations

Difficulty Level: Hard

TOP: AACSB Standard: Application of knowledge

68. ______ is the tendency to believe your culture or ethnicity is superior to everyone else’s.

A. Ethnocentrism

B. Altruism

C. Narcissism

D. Egomaniacalism

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Knowledge

Answer Location: Cross-Cultural Communication

Difficulty Level: Easy

TOP: AACSB Standard: Diverse and multicultural work environments

69. KFC’s “Finger-Lickin’ Good” was interpreted as “Eat your fingers off” in China. This is an example of the breakdown of ______.

A. servant leadership

B. cross-cultural communication

C. diversified communication

D. mixed communication

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Cross-Cultural Communication

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

70. Western cultures judging people from other cultures who use their hands to eat rather than use utensils is an example of ______.

A. euphemism

B. narcissism

C. ethnocentrism

D. altruism

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Cross-Cultural Communication

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

71. Anthropologist Edward T. Hall studied the variety of ways different cultures use language and divided cultures into two main groups on that basis. What are the groups called?

A. unsocial context cultures and social context cultures

B. favorable-context cultures and unfavorable-context cultures

C. deep context cultures and shallow context cultures

D. low-context cultures and high-context cultures

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Low-Context versus High-Context Cultures

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

72. ______ depend more on explicit messages conveyed through the spoken or written word.

A. High-context cultures

B. Euphemism cultures

C. Low-context cultures

D. Social context cultures

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Knowledge

Answer Location: Low-Context versus High-Context Cultures

Difficulty Level: Easy

TOP: AACSB Standard: Diverse and multicultural work environments

73. In business environments operating within a ______ culture, there is less emphasis on interpersonal relationships and more on the individual.

A. social context

B. low-context

C. euphemism context

D. high-context

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Low-Context versus High-Context Cultures

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

74. In ______, most messages are conveyed through body language, nonverbal cues, and the circumstances in which the communication is taking place.

A. high-context cultures

B. taboo context cultures

C. low-context cultures

D. social context cultures

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Knowledge

Answer Location: Low-Context versus High-Context Cultures

Difficulty Level: Easy

TOP: AACSB Standard: Diverse and multicultural work environments

75. ______ cultures value silence as a way of absorbing information and getting a sense of the people they are communicating with.

A. Euphemism context

B. Low-context

C. Social context

D. High-context

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Low-Context versus High-Context Cultures

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

76. Because communication often depends on ______, we tend to use different vocabulary depending on the situation or the person we are talking to.

A. high context

B. social context

C. slang context

D. low context

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Social Context

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

77. The Japanese base their linguistic style on status and choose from three different styles to express the appropriate level of social respect. This is an example that illustrates that communication can be based on ______.

A. high context

B. social context

C. proverbs

D. conversational taboos

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Social Context

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

78. Which complicating factor of communication listed below can be described as an informal language applied in a particular context or group?

A. idiom

B. slang

C. proverb

D. euphemism

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Knowledge

Answer Location: Other Complicating Factors

Difficulty Level: Easy

TOP: AACSB Standard: Diverse and multicultural work environments

79. In the United States, an illegal or concealed transaction is often described as working “under the table.” This is an example of which complicating factor of communication?

A. idiom

B. slang

C. proverb

D. euphemism

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Other Complicating Factors

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

80. While on a student study abroad trip to Kenya, Lauren visits a rural village and has lunch with the children. She asks if they use soap when they wash their hands before meals. It becomes clear that soap is not available in their village. Lauren comments that they must feel dirty. What concept relevant to cross-cultural communication does Lauren exemplify?

A. euphemism

B. narcissism

C. ethnocentrism

D. egomaniacally

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Application

Answer Location: Cross-Cultural Communication

Difficulty Level: Hard

TOP: AACSB Standard: Diverse and multicultural work environments

81. Eli is talking to the new girl at school, Naomi. “Yo. What’s up? You’re like, mad chill. You’re one of the coolest chicks I know. You want to turn up at the Nash tonight? Hashtag yaaaaaassssss!” Naomi thinks about going just as her Professor walks by. Eli surprisingly turns to Dr. Heinrich and says “Good morning Dr. I enjoyed your lecture this morning. Looking forward to next week’s class!” Naomi is surprised by Eli’s change in vocabulary. Eli exemplifies which concept that causes challenges to cross-cultural communication?

A. high-context

B. social context

C. euphemism

D. verbal dueling

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Application

Answer Location: Social Context

Difficulty Level: Hard

TOP: AACSB Standard: Diverse and multicultural work environments

82. In the United States, some rappers are known for including insults in their songs directed at other rappers. This is an example of what type of communication?

A. diversified communication

B. proverbs

C. verbal dueling

D. servant leadership

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Other Complicating Factors

Difficulty Level: Medium

TOP: AACSB Standard: Diverse and multicultural work environments

True/False

1. The model of communication has two main components: the receiver of the message, also known as the source, and the sender of the message.

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Knowledge

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

2. We define communication as the act of transmitting thoughts, processes, and ideas through a variety of channels.

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Knowledge

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

3. Electronic communication is the same as written communication.

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

4. There is no better way of instantly reaching a large audience across a global network than through forms of electronic communication.

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

5. Of the active listening components, processing means paying attention to the signals sent from the speaker.

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Knowledge

Answer Location: Active Listening

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

6. Two people can have the same experience, yet interpret the experience differently. This is one of the barriers to communication.

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

7. The majority of productive conversations take place offline.

Learning Objective: 10.3: Identify key barriers to effective communication

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

8. Upward communication sends messages from the lower levels of the organizational hierarchy to the higher levels and downward communication sends messages from the upper levels of the organizational hierarchy to the lower levels.

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

9. Formal networks of communication can include grapevines and gossip chains.

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Knowledge

Answer Location: Communicating in Organizations

Difficulty Level: Easy

TOP: AACSB Standard: Written and oral communication

10. In high-context cultures, “what you say is what you mean” and in low-context cultures, “what you say is not necessarily what you mean.”

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Knowledge

Answer Location: Low-Context versus High-Context Cultures

Difficulty Level: Easy

TOP: AACSB Standard: Diverse and multicultural work environments

11. The Japanese base their linguistic styles on status and choose from three different styles to express the appropriate level of social respect--basic speech, average speech, or elegant speech. This is an example of social context of cultural communication.

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Knowledge

Answer Location: Social Context

Difficulty Level: Easy

TOP: AACSB Standard: Diverse and multicultural work environments

Short Answer

1. According to the communication model, what are the labels given to the two people in the communication process?

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

2. What are the disturbances called that can get in the way of the source and receiver of the communication model?

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Comprehension

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

3. ______ is the exchange of information, ideas, and processes verbally, either one-on-one or as a group, while ______ is also an important way of interacting because it allows for transmission of subtle messages through eye contact, vocal tone, and posture.

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Hard

TOP: AACSB Standard: Written and oral communication

4. Despite their popularity, e-mails, text messages, blogs, memos, e-bulletins, and so on are considered to be at the lower end of ______ because you cannot detect levels of emotion and do not have verbal and nonverbal cues.

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Comprehension

Answer Location: Types of Communication Channels

Difficulty Level: Hard

TOP: AACSB Standard: Written and oral communication

5. What are the three components of active listening?

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Active Listening

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

6. Emotions, information overload, and differing perceptions are all ______ of communication.

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Comprehension

Answer Location: Barriers to Communication

Difficulty Level: Medium

TOP: AACSB Standard: Written and oral communication

7. Which two informal network lines of communication are usually seen as negative to the organization?

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Hard

TOP: AACSB Standard: Written and oral communication

8. What are the three main directions of communication flow discussed in the textbook?

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Comprehension

Answer Location: Communicating in Organizations

Difficulty Level: Hard

TOP: AACSB Standard: Written and oral communication

9. Anthropologist Edward T. Hall studied the variety of ways different cultures use language and divided cultures into two main groups on that basis. They are called ______ and ______.

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Low-Context versus High-Context Cultures

Difficulty Level: Hard

TOP: AACSB Standard: Diverse and multicultural work environments

10. A ______ factor that can complicate our communication with members of other cultures is defined as using vague or general words in place of those considered to be too blunt or harsh.

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Comprehension

Answer Location: Euphemisms

Difficulty Level: Hard

TOP: AACSB Standard: Diverse and multicultural work environments

Essay

1. Explain the importance of understanding the communication process.

Learning Objective: 10.1: Describe the basic model of communication.

REF: Cognitive Domain: Analysis

Answer Location: The Role of Effective Communication in Influencing Others

Difficulty Level: Hard

TOP: AACSB Standard: Analytical thinking

2. Evaluate the advantages and disadvantages of oral, written, electronic, and nonverbal communication. Specify which method would be best to send an important message, such as the resignation of a position?

Learning Objective: 10.2: Compare the types of communication channels.

REF: Cognitive Domain: Analysis

Answer Location: Types of Communication Channels

Difficulty Level: Hard

TOP: AACSB Standard: Analytical thinking

3. Explain the importance of the concept of active listening.

Learning Objective: 10.3: Identify key barriers to effective communication.

REF: Cognitive Domain: Analysis

Answer Location: Active Listening

Difficulty Level: Hard

TOP: AACSB Standard: Analytical thinking

4. Pick a direction of communication flow in organizations, define it, and explain the benefits and disadvantages of that communication flow.

Learning Objective: 10.4: Describe types of communication networks within organizations.

REF: Cognitive Domain: Analysis

Answer Location: Communicating in Organizations

Difficulty Level: Hard

TOP: AACSB Standard: Analytical thinking

5. Examine ethnocentrism and the effective elements of cross-cultural communication as discussed in the textbook.

Learning Objective: 10.5: Discuss the elements of effective cross-cultural communication.

REF: Cognitive Domain: Analysis

Answer Location: Cross-Cultural Communication

Difficulty Level: Hard

TOP: AACSB Standard: Analytical thinking