Test Bank – Ch14 Org & Interpersonal Comms | 11e

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Fundamentals of Management, 11e (Robbins)

Chapter 14 Managing Organizational and Interpersonal Communication

1) For managers, communication can't be overemphasized because ________ requires communication.

A) decision making

B) planning

C) supervising and monitoring employees

D) everything a manager does

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

2) The communication process begins with ________.

A) a receiver

B) a channel

C) a thought or purpose

D) an encoded message

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

3) In order to transmit a message, the thought originating with the sender must be ________ to symbolic form.

A) decoded

B) encoded

C) deciphered

D) expanded

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

4) Which communication sequence is correct?

A) sender → decoding → channel → encoding → receiver

B) sender → channel → medium → decoding → receiver

C) source → sender → encoding → decoding → receiver

D) sender → encoding → channel → decoding → receiver

Diff: 2

AACSB: Analytical thinking

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

5) Reading is an example of this communication step.

A) feedback

B) encoding

C) sending

D) decoding

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

6) Four conditions influence the content of an encoded message: the skills, attitudes, knowledge, and ________ of the sender.

A) social-cultural system

B) environmental conditions

C) volume

D) political conditions

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

7) A ________ is the actual physical product encoded by the source.

A) channel

B) message

C) thought

D) source

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

8) The channel is the ________.

A) actual physical product from the source that conveys a purpose

B) person who receives the message

C) medium that the messages travels through

D) person who sends the message

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

9) A spelling mistake in a message is an example of ________.

A) an encoding error

B) a decoding error

C) a transmission error

D) a receiver error

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

10) The final link in the communication process is ________.

A) encoding

B) decoding

C) channeling

D) feedback

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

11) Feedback is a message that travels from ________.

A) encoder to receiver

B) source to decoder

C) the original receiver to the original sender

D) the original sender to the original receiver

Diff: 3

AACSB: Analytical thinking

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

12) Skills, attitudes, knowledge, and social cultural systems affect ________.

A) the sender only

B) the receiver only

C) neither the sender nor the receiver

D) both the sender and the receiver

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

13) The great advantage of a written message is that it ________.

A) is informal

B) is easy to provide feedback for

C) is unambiguous

D) provides a permanent record

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

14) Which one of the following is a disadvantage of written communication?

A) vague

B) time-consuming

C) not permanent

D) hard to store

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

15) Along the grapevine, ________.

A) good news travels fastest

B) bad news travels slowly

C) good news travels slowest

D) bad news travels fastest

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

16) You would expect to find a grapevine with the most accurate rumors in ________ organization.

A) an open

B) a mechanistic

C) a hierarchical

D) an authoritative

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

17) An example of nonverbal communication is ________.

A) an email

B) a smile

C) a whisper

D) a voice mail

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

18) Verbal intonation is a form of ________.

A) verbal communication

B) body language

C) nonverbal communication

D) facial expression

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

19) A live stage performance allows the audience to perceive ________ forms of communication.

A) verbal, body language, and verbal intonation as

B) only verbal

C) only nonverbal

D) facial expressions, and verbal intonation as

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

20) Listening to a talk show on the radio allows a listener to perceive ________ forms of communication.

A) verbal, body language, and verbal intonation as

B) only verbal

C) only nonverbal

D) both verbal and nonverbal

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

21) Watching a movie in a foreign language you don't understand without subtitles allows you to perceive ________ forms of communication.

A) verbal and body language

B) only verbal

C) only nonverbal

D) both verbal and nonverbal

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

22) Reading a movie script allows you to perceive ________ forms of communication.

A) verbal, body language, and verbal intonation as

B) only verbal

C) only nonverbal

D) both verbal and nonverbal

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

23) Which one of the following is the PRIMARY reason that managers often travel long distances to have a face-to-face meeting with someone?

A) It shows respect.

B) Most communication is done through body language.

C) Other forms of communication have security concerns.

D) It communicates a sense of power, rank, and mobility.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

24) ________ is the deliberate manipulation of information by the sender to make it appear more favorable to the receiver.

A) Selective perception

B) Information overload

C) Jargon

D) Filtering

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

25) All of the following are barriers to effective interpersonal communication EXCEPT ________.

A) filtering

B) selective perception

C) feedback

D) language

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

26) When an auto industry manager raves about plans for a new car design and fails to see the flaws in the model, he is engaging in ________.

A) selective perception

B) filtering

C) emotion

D) information overload

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

27) When an auto designer's presentation of a new design shows all of the good features of the design but fails to mention the poor gas mileage that the model will get, she is engaging in this.

A) emotion

B) selective perception

C) information overload

D) filtering

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

28) Auto company engineers want technical terms such as limited slip differential used in car ads. Ad execs, on the other hand, don't want these terms used. The cause of their disagreement is ________.

A) emotion

B) selective perception

C) language

D) gender

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

29) When an auto executive who is upset because his teenager got suspended from school ends up nixing new design plans for no apparent reason, communication has been distorted by ________.

A) selective perception

B) emotion

C) filtering

D) gender

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

30) When an auto executive fails to notice an important demographics report in her overstuffed inbox before going to a meeting, she is likely to be suffering from this.

A) information overload

B) emotion

C) filtering

D) gender

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

31) Jargon can be very useful for communication ________.

A) within a specialized, close-knit group

B) between people who speak different languages

C) outside of a specialized, close-knit group

D) between males and females

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

32) Filtering tends to be more prevalent in this kind of organization.

A) organic

B) highly vertical

C) highly horizontal

D) non-mechanistic

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

33) Jargon tends to cause problems when it is used ________.

A) within a specialized, close-knit group

B) as shorthand for technical terms

C) outside of a specialized, close-knit group

D) in spoken rather than written language

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

34) The difference between male and female styles of communication ________.

A) can create a barrier to communication

B) exists only in the Western cultures

C) is insignificant

D) is a myth

Diff: 2

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

35) U.S. managers tend to rely on the ________ style of communication.

A) formal and written

B) informal and unwritten

C) verbal and informal

D) verbal and formal

Diff: 2

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

36) Japanese managers tend to rely on the ________ style of communication.

A) formal and written

B) formal and unwritten

C) informal and verbal

D) verbal and formal

Diff: 2

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

37) The purpose of feedback is to determine whether a message was ________.

A) received

B) received and understood

C) worth sending

D) verbal or nonverbal

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

38) Feedback ________.

A) can be spoken, nonverbal, or written

B) must be spoken

C) must be written

D) can be spoken, verbal, or oral

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

39) One particularly effective form of providing feedback is for the receiver to ________.

A) raise a hand to show that the message was received

B) state "message received" out loud

C) restate the message in his or her own words

D) send a written message that states "message received"

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

40) Simplifying language is most important when ________.

A) the speaker has little time

B) the audience is sympathetic

C) the audience is unfamiliar with the topic

D) the message is simple

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

41) The average listener can understand language at a rate that is ________ the average speaker can speak.

A) much slower than

B) much faster than

C) the same rate that

D) a little bit slower than

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

42) Because the average listener can comprehend language at a much faster rate than speakers can speak, people tend to ________.

A) lose focus when listening

B) process information at a deep level when they speak

C) request additional channels of communication when they listen

D) focus better when listening than talking

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

43) The primary goal of active listening is ________.

A) developing empathy with the speaker

B) avoiding premature judgments or interpretations of the speaker's message

C) focusing on the speaker

D) understanding the full meaning of the speaker's message

Diff: 1

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

44) Active listening is enhanced by developing ________ with the speaker.

A) apathy

B) sympathy

C) a personal friendship

D) empathy

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

45) Which action best shows a speaker that you are paying close attention?

A) avoiding interruptions of the speaker

B) avoiding over talking

C) direct eye contact

D) smooth transitioning from listener to speaker

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

46) Which one of the following is NOT true of active listening?

A) It is a skill that most people need to improve.

B) Listening demands serious intellectual effort.

C) Active listening demands intense concentration.

D) Empathy is a barrier to active listening.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

47) Emotions can distort communication ________.

A) for senders only

B) for receivers only

C) for both senders and receivers

D) only when negative

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

48) During an interview minutes after a tough loss, a soccer coach who is frustrated with calls made by the game's referees should probably ________.

A) blame himself for the defeat

B) blame the referees for the defeat

C) express his anger freely

D) take some time to cool down

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

49) Maria noticed her coworker is sitting with her legs and arms crossed during their conversation. This comprises ________.

A) a serious breach of etiquette

B) a posture of active listening

C) a non-verbal component of the conversation

D) an indication of an extreme emotional state

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

50) What should a speaker do if her listener's feedback regarding her message is incorrect?

A) The speaker should repeat the original message word for word.

B) The speaker should summarize the summary.

C) The speaker should summarize the original message.

D) The speaker should rephrase the message.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

51) A listener's rephrasing of a speaker's words shows that the listener did not correctly understand the message. Which one of the following must be true?

A) The speaker used clear, simplified language.

B) The listener failed to use active listening.

C) The speaker failed to send a clear message, the listener failed to receive the message properly, or both the speaker and listener failed to communicate properly.

D) The speaker sent a clear message, but the listener failed to receive the message properly due to poor listening, jumping to conclusions, or relying on preconceived notions about the speaker.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

52) A listener's rephrasing of a speaker's words shows that the listener correctly understood the speaker's message. Which one of the following must be true?

A) The speaker used clear, simplified language.

B) The listener used active listening.

C) The speaker sent a clear message and the listener successfully received the message.

D) Either the speaker sent a clear message or the listener was able to interpret an unclear message successfully despite its lack of clarity.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

53) When is it acceptable for a speaker to use language that is not simplified?

A) when both the listener and speaker have the same language as their native tongue

B) when the listener showed no problem in understanding previous messages of similar complexity

C) when both the listener and speaker speak English but English is not the first language of either of them

D) when both the listener and speaker speak the different languages

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

54) When is it strongly recommended that a speaker use language that is highly simplified?

A) when both the listener and speaker speak the same language

B) when both the listener and speaker speak different languages

C) when both the listener and speaker speak English

D) when both the listener and speaker speak a language other than English

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

55) Who should never use jargon?

A) a computer repair person talking to a customer

B) a surgeon giving orders to her staff

C) a plumber ordering parts from a supply store

D) a coach telling a quarterback what play to use

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

56) What kind of process is listening?

A) effortless

B) emotional

C) passive

D) active

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

57) Although Carrie did not know it, her boss was already very upset when she went in to deliver "bad news". Which one of the following is a likely outcome of this conversation?

A) The boss could misconstrue the message and respond inappropriately.

B) The boss will request a postponement of the conversation.

C) The boss will blame Carrie for the situation.

D) The boss will send a follow-up email to confirm the conversation.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Application

58) Which one of the following accounts for people's minds wandering while they listen to a speaker?

A) Listeners listen at a slower rate than speakers speak.

B) Listeners listen at the same rate that speakers speak.

C) Listeners listen at a faster rate than speakers speak.

D) Listeners adjust their listening rate to the speaker's rate.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

59) To bridge the gap between speaking and listening, how would speakers need to change their speaking rate?

A) Speakers would need to increase their speaking rate by a factor of 5 to increase their speaking rate from about 80 words per minute to about 400 words per minute.

B) Speakers would need to increase their speaking rate by a factor of 2 to 3 to increase their speaking rate from about 125 to 200 words per minute to about 400 words per minute.

C) Speakers would need to decrease their speaking rate by a factor of 2 to decrease their speaking rate from about 400 words per minute to about 200 words per minute.

D) Speakers would not need to increase their speaking at all. Instead, listeners would need to double their listening rate to catch up with speakers.

Diff: 2

AACSB: Analytical thinking

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

60) How does empathy improve the communication process?

A) Empathy helps the speaker focus on what the listener would like to hear.

B) Empathy helps the listener focus on the speaker's actual words.

C) Empathy helps the listener get rid of preconceived notions of what the speaker is trying to say.

D) Empathy helps the speaker get rid of preconceived notions of what the listener is trying to hear.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

61) Which one of the following best explains why it is a good idea for a person to cool down before sending off an angry message?

A) Emotions are permanent. People never change their view of a situation after their emotion fades.

B) Emotions are long-lived. People often change their view of a situation after their emotion changes.

C) Emotions are short-lived. People often change their view of a situation after their emotion has time to cool.

D) Emotions are short-lived. People often retain their view of a situation even after their emotion changes.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

62) A supervisor jokingly tells a colleague, "You're fired!" in an email. What risk does the supervisor run?

A) Without verbal cues, the message may be taken seriously.

B) Without nonverbal cues, the message may sound ridiculous rather than funny.

C) Without nonverbal cues, the colleague may not believe him.

D) Without nonverbal cues, the message may be taken seriously.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

63) Everything a manager does involves communication.

Diff: 1

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

64) In order to be sent, a message needs to be decoded.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

65) Success in communication always involves reasoning skills.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

66) Some messages, like spoken words, do not need to be encoded to be sent.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

67) A channel is an actual physical product.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

68) Feedback is a response that can confirm a message.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

69) One advantage of a written communication is that it provides a record of the information.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

70) One disadvantage of verbal communication is that it is hard to get feedback.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

71) Body language and facial expressions are the only forms of nonverbal communication.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

72) Verbal intonation can be a part of written communication.

Diff: 1

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

73) Nonverbal communication is a minor part of the communication that takes place during a conversation.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

74) An example of filtering is telling your boss what he or she wants to hear.

Diff: 2

AACSB: Application of knowledge

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

75) Selective perception involves deception on the part of the person sending a message.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

76) Emotions can cause a single message to be interpreted in two different ways.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

77) Context, culture and content are the three common variables that influence a person's language.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

78) Active listening works best when a listener demonstrates empathy, the ability to listen without making premature judgments when listening.

Diff: 2

AACSB: Analytical thinking

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

79) The average person can speak about 400 words a minute and can listen at 150 words per minute.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

80) Verbal intonation refers to how loud the speaker speaks.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

81) Filtering refers to how a listener hears only what he or she wants to hear.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

82) When information is passed to senior level managers, it is usually edited and filtered to put the speaker in the best possible light.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

83) Selective perception involves a listener hearing what he or she wants to hear.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Concept

84) In today's world, modern devices prevent the possibility of information overload.

Diff: 2

AACSB: Information technology

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

85) Jargon has no place in effective communication.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

86) Communication in the U.S. business world typically does not strive for clarity.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

87) Emotions rarely interfere with effective communication.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

88) Language that is acceptable for one audience can be a barrier to effective communication for another audience.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

89) There is no difference between males and females in communication style.

Diff: 2

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

90) In the United States, most managers tend to prefer informal over formal communication.

Diff: 2

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

91) In Japan, managers use formal communication to seek consensus.

Diff: 2

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

92) The purpose of feedback is to ensure that a message was received and understood.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

93) Active listening requires making super-quick judgments immediately after a person begins speaking.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

94) Nonverbal communication is an important part of active listening.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

95) An active listener will frequently interrupt the speaker by asking questions.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

96) The average person can take in information at a much faster rate than is communicated through speech.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

97) A good rule of thumb is never to try to communicate an important message until your emotions are under control.

Diff: 2

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Analytical

98) In a short essay, list the seven elements of the communication process and explain the process of interpersonal communication.

This thought is converted to a symbolic form (encoded) such as writing or speech and passed by way of some medium (channel) such as a book to the receiver, who retranslates (decodes) the sender's message by, for example, reading or listening to it. The result is the transfer of meaning from one person to another. The final step of the process is called feedback, in which the receiver sends a message back to the sender verifying that the original message has been received and understood.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

99) In a short essay, discuss the two best-known types of nonverbal communication.

Verbal intonation refers to the emphasis someone gives to words or phrases—by adjusting volume, accent, timing, and tone—that conveys meaning. A soft, smooth vocal tone conveys a different meaning from one that is harsh and abrasive, for example. Devices such as irony and sarcasm often depend much more on verbal intonation—how the words are said—than the actual words themselves.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

100) In a short essay, explain how filtering can serve as a barrier to effective communication.

The extent of filtering tends to be a function of the number of vertical levels in the organization and the organizational culture. The more vertical levels there are in an organization, the more opportunities there are for filtering.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

101) In a short essay, explain how selective perception can serve as a barrier to effective communication.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

102) In a short essay, explain how emotions can serve as barriers to effective communication.

For example, when a manager is upset, he might reject creative ideas that he would ordinarily find intriguing. Similarly, fresh after the elation of a success, a manager might green-light an otherwise dubious project. To avoid letting emotions have undue influence on managerial decisions, managers should always "check their emotions at the door" and allow their emotions time to cool before making important decisions.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

103) In a short essay, explain how language can serve as a barrier to effective communication.

An example of a language problem might include the use of profanity. A company that views itself as "hip" or "urban" might use forms of profanity freely in its communications—something that a more traditional organization might find inappropriate, vulgar, and even shocking.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

104) In a short essay, explain how national culture can serve as a barrier to effective communication.

In collectivist countries, such as Japan, much more informal communication takes place, with managers seeking consensus before any official positions are taken or decisions are made. Interpersonal communication is the key in Japan. Once all parties feel comfortable with a position, then they all endorse it collectively.

Diff: 3

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

105) In a short essay, explain how information overload can serve as a barrier to effective communication.

Diff: 3

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

106) In a short essay, explain how gender can affect communication.

Diff: 3

AACSB: Diverse and multicultural work environments

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

107) In a short essay, describe four of the eight recommended methods for developing active listening skills.

(any four of the following)

1. Make eye contact. Making eye contact with the speaker focuses your attention, reduces the likelihood that you will become distracted, and encourages the speaker.

2. Exhibit affirmative nods and appropriate facial expressions. The effective listener shows interest in what is being said through nonverbal signals. These signals cue the speaker that his or her words are being understood and appreciated.

3. Avoid distracting actions or gestures that suggest boredom. In addition to showing interest, you must avoid actions that suggest that your mind is somewhere else. When listening, don't look at your watch, shuffle papers, play with your pencil, or engage in similar distractions.

4. Ask questions. The critical listener analyzes what he or she hears and asks questions. This behavior provides clarification, ensures understanding, and assures the speaker that you're listening.

5. Paraphrase using your own words. The effective listener uses phrases such as "What I hear you saying is . . ." or "Do you mean . . .?" Paraphrasing is an excellent control device to check on whether you're listening carefully and to verify that what you heard is accurate.

6. Avoid interrupting the speaker. Let the speaker complete his or her thought before you try to respond. Don't try to second-guess where the speaker's thoughts are going. When the speaker is finished, you'll know it.

7. Don't over-talk. Allow the speaker as much space as he or she needs. Say only what is absolutely necessary and important.

8. Make smooth transitions between the roles of speaker and listener. The effective listener makes transitions smoothly from speaker to listener and back to speaker. This means concentrating on what a speaker has to say and practicing not thinking about what you're going to say as soon as you get your chance.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

108) In a short essay, explain why it is important to refrain from making official communications when you are undergoing an emotional experience.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

109) In a short essay, explain why people's attention often wanders when they are listening to a speaker.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

110) In a short essay, explain why good active listening requires that the listener be empathetic to the speaker and his or her situation.

Diff: 3

AACSB: Written and oral communication

LO: 14.1: Describe what managers need to know about communicating effectively.

Question Category: Critical thinking

111) Networked communication capabilities include all of the following EXCEPT ________.

A) email

B) the grapevine

C) instant messaging

D) electronic data interchange

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

112) One of the advantages–and disadvantages–of mobile technology is that it ________.

A) allows easy editing of work documents

B) requires users to be logged in to the company network

C) allows employees to be available anytime, anywhere, 24/7

D) allows managers to monitor employee performance from afar

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

113) Ross can create web pages that are accessible only to members of his organization on ________.

A) an intranet

B) an extranet

C) an electronic data interchange

D) a videoconference

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

114) Which kind of electronic meeting format allows participants to view nonverbal forms of communication that include facial expressions and body language?

A) teleconferencing

B) videoconferencing

C) electronic data interchange

D) face-to-face meeting

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

115) Which kind of electronic meeting format allows participants access to verbal communication that includes voice intonation but no body language?

A) teleconferencing

B) videoconferencing

C) electronic data interchange

D) face-to-face meeting

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

116) An extranet is different from an intranet in that it ________.

A) allows participants to use the Internet

B) does not involve the Internet

C) is faster than an intranet

D) allows users outside the company to participate

Diff: 1

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

117) Which one of the following is NOT an advantage of email?

A) immediate feedback

B) can be printed

C) convenient

D) inexpensive

Diff: 2

AACSB: Written and oral communication

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

118) Which one of the following is a trend in the area of information technology and communication?

A) Technology that is wearable.

B) Combining functions in a single device.

C) Decrease in business travel.

D) All of the above are trends.

Diff: 2

AACSB: Written and oral communication

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

119) Which communication form is designed to allow users to respond at their own convenience?

A) instant messaging

B) email

C) fax

D) electronic data exchange

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

120) Which one of the following is a real time form of communication?

A) email

B) fax

C) Skype

D) extranet

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

121) Which company would be least likely to use videoconferencing for a meeting of its designers and marketers?

A) a software company

B) a perfume company

C) a financial company

D) a publishing company

Diff: 2

AACSB: Application of knowledge

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Application

122) What is the difference between an intranet and an extranet?

A) An extranet works only within an organization, while an intranet extends to authorized users who are outside of the organization.

B) An intranet works only within an organization, while an extranet extends to authorized users who are outside of the organization.

C) Both networks do the exact same thing and simply have different names.

D) An intranet has contact with the Internet, while an extranet does not have contact with the Internet.

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

123) Which one of the following best explains why Internet jargon tends to evolve most quickly from cell phone users rather than computer users?

A) More people use cell phones than ever before, causing them to lead the way in every electronic trend.

B) Cell phone keyboards are small and awkward to use so users abbreviate to avoid typing.

C) Cell phone keyboards are compact and efficient, causing users to type more frequently.

D) Cell phones have abbreviations that are built into their software applications. These abbreviations tend to get adopted by consumers.

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

124) Which one of the following best expresses the philosophy of a learning culture within an organization?

A) Knowledge is a resource.

B) Knowledge is a weapon.

C) Knowledge is better than power.

D) Learning is easy.

Diff: 2

AACSB: Written and oral communication

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

125) A drawback to instant messaging is that it creates security problems.

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

126) Because of its high costs, companies don't save money using teleconferencing compared to traveling.

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

127) Most shorthand abbreviation messages originate in the "culture" of text messaging.

Diff: 2

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Analytical

128) In a short essay, explain the ways that groups can "meet" through technology to communicate and share information.

Diff: 3

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Critical thinking

129) In a short essay, describe the benefits of an employee being part of a fully networked organization.

Diff: 3

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Critical thinking

130) In a short essay, describe the drawbacks of an employee being part of a fully networked organization.

Diff: 3

AACSB: Information technology

LO: 14.2: Explain how technology affects managerial communication.

Question Category: Critical thinking

131) Two main communication challenges of using company internet systems are legal and security issues and ________.

A) bandwidth limitations

B) lack of personal interaction

C) poor grammar

D) inability to handle visual impaired customers

Diff: 2

AACSB: Information technology

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

132) A survey on email and content security found that ________ of companies saw their businesses affected by the exposure of sensitive information.

A) less than five percent

B) almost 10 percent

C) about one quarter

D) one half

Diff: 2

AACSB: Information technology

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

133) With regard to social networks, many companies are now

A) encouraging employees to use social networks as a tool to work collaboratively.

B) discouraging younger employees from using company in-house networks for customer networking.

C) encouraging younger employees to seek counseling for social network addiction.

D) discouraging older employees to make social connections on social networks

Diff: 2

AACSB: Information technology

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

134) A group of bloggers that share information on the latest advances in computer aided graphics would be an example of a ________.

A) knowledge circle

B) self-managed team

C) virtual team

D) community of practice

Diff: 2

AACSB: Application of knowledge

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Application

135) A group of people that share a concern, a set of problems, or a passion about a topic, and who deepen their knowledge and expertise in that area by interacting on an ongoing basis are called ________.

A) virtual team

B) communities of practice

C) communities of knowledge

D) blogosphere

Diff: 1

AACSB: Analytical thinking

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Concept

136) Organizations with this type of culture place an emphasis on meeting the needs of customers.

A) service

B) production

C) innovative

D) adaptive

Diff: 2

AACSB: Analytical thinking

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

137) Which one of the following tools, thought to be outdated, is still an effective means of gather employee input?

A) customer comment cards

B) suggestion box

C) performance appraisals

D) an intranet

Diff: 1

AACSB: Analytical thinking

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

138) Which one of the following is a good example of an organization using a learning culture to further its goals?

A) a company subsidizing the education of its employees in university courses

B) a company sharing "tricks" for how to best use a complicated software program

C) a company giving bonuses to employees who read books on specific topics

D) a company providing free software that is categorized as "educational"

Diff: 2

AACSB: Written and oral communication

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

139) Which security risk do today's managers worry about most?

A) employees selling proprietary information to rivals

B) employees inadvertently allowing proprietary information to be leaked

C) employees inadvertently selling proprietary information to competitors

D) employees deliberately sharing gossip with outsiders

Diff: 2

AACSB: Written and oral communication

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

140) Which one of the following can create a barrier to civility?

A) placing employees in open workplaces

B) sharing thoughts that may be different from coworkers' beliefs

C) expecting employees to share information as part of a knowledge management system

D) accepting opinions as fact

Diff: 2

AACSB: Information technology

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

141) Members of a company sharing efficient shortcuts in a complex computer software program is an example of knowledge management.

Diff: 2

AACSB: Information technology

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

142) Electronic communication is not admissible in court, so employees don't need to worry about what they say online.

Diff: 2

AACSB: Information technology

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

143) The manager has control over all three components of customer service interactions.

Diff: 2

AACSB: Written and oral communication

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Analytical

144) In a short essay, give an example of how a learning culture can benefit an organization.

Diff: 3

AACSB: Written and oral communication

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Critical thinking

145) In a short essay, give an example of how social networking sites can become a security risk for a company.

Diff: 3

AACSB: Information technology

LO: 14.3: Discuss contemporary issues in communication.

Question Category: Critical thinking