Test Bank Chapter 16 Promoting Effective Communication

Contemporary Management, 11e (Jones)

Chapter 16 Promoting Effective Communication

1) Communication takes place whenever information is exchanged, whether or not a common understanding is reached.

2) Glen wishes to share vital information with his team members located in another country. When he starts the transmission phase of communication, Glen is referred to as the sender.

3) People have greater control over nonverbal communication than verbal communication.

4) Face-to-face communication and verbal communication transmitted electronically are especially useful for ensuring receivers pay attention to the information communicated.

5) It is common for chain communication networks to exist in most groups.

6) Steve, the vice president of engineering, discusses manufacturing needs with Ella, the vice president of manufacturing. This is an example of vertical communication.

7) José recently held a meeting to inform his subordinates of changes to the yearly performance evaluation process. This is an example of horizontal communication.

8) A disadvantage of intranets is their lack of versatility as a communication medium.

9) Groupware works best when top management encourages information sharing and provides adequate training.

10) Managers should encourage employees to adapt their linguistic styles to match the organization's culture.

11) Marvin is debating between stopping by a subordinate's office to share some project news or just sending an email. Marvin is deciding on the ________ for his communication.

A) encoding

B) receiver

C) medium

D) message

E) decoding

12) Melvin is updating the factory's production process to incorporate streamlined technologies and will be providing training to workers on how to expand their skills and operate the new equipment. Melvin is using communication to

A) increase customer responsiveness.

B) increase organization efficiency.

C) improve product quality.

D) modulate innovation.

E) expand information richness.

13) Worldwide Transport encourages all sales representatives to talk freely with their managers about ways to respond to changing customer needs. Worldwide is leveraging ________ to achieve an increase in customer responsiveness.

A) low information richness

B) information overload

C) organizational hierarchy

D) good communication

E) innovation

14) ________ is the process by which a message is interpreted by the receiver.

A) Encoding

B) Decoding

C) Encrypting

D) Responding

E) Feedback

15) In the ________ phase, a common understanding is ensured.

A) transmission

B) schema

C) initiation

D) simulation

E) feedback

16) Luann needs to share changes to the company's benefits package with all employees. Luann is the ________ when she starts the transmission phase in the communication process.

A) encoder

B) messenger

C) decoder

D) receiver

E) sender

17) The ________ is the information that a sender wants to share during the transmission phase of the communication process.

A) code

B) medium

C) message

D) encryption

E) noise

18) In the communication process, encoding is the process of

A) removing anything that hampers the communication process.

B) translating a message into symbols.

C) translating a coded message back to its original form.

D) selecting an appropriate communication medium for the information that is to be communicated.

E) deciding what message to send to the original sender.

19) In the communication process, decoding is the process of

A) removing anything that hampers effectiveness of the communication process.

B) deciding what message to send to the original sender.

C) translating a coded message back to its original form.

D) translating a message into symbols or language.

E) selecting an appropriate communication medium over which information can be effectively communicated.

20) In the communication process, the feedback phase is initiated by the

A) transmitter.

B) original sender.

C) messenger.

D) receiver.

E) encrypter.

21) During the feedback phase of the communication process,

A) the receiver responds via the same medium the original sender chose.

B) the original sender decides what message to send to the receiver.

C) the original receiver becomes the sender.

D) misunderstandings often arise and are generally unresolved.

E) the original sender encodes a message.

22) Gale and Brenda were discussing a product issue in a conference room; however, Brenda was finding it difficult to concentrate on the conversation as the room was excessively cold. This demonstrates the impact of ________ on the communication process.

A) decoding

B) biases

C) noise

D) encoding

E) medium

23) A manager exhibits nonverbal communication when he or she

A) emails subordinates about an upcoming office party.

B) publicly praises a subordinate during a team meeting.

C) hands out a notice of termination to an underperforming employee.

D) frowns when seeing an employee who is dressed inappropriately.

E) advertises a reward program for employees in the break room.

24) ________ is the process through which people select, organize, and interpret sensory input to give meaning and order to the world around them.

A) Communication

B) Perception

C) Collaboration

D) Transmission

E) Feedback

25) Verbal communication involves encoding messages by means of

A) spoken language.

B) body language.

C) implicit language.

D) facial expressions.

E) body postures.

26) ________ communication is the encoding of messages into written words.

A) Verbal

B) Nonverbal

C) Perceptual

D) Facial

E) Behavioral

27) The CEO dressed professionally and appeared serious and authoritative during the work day. These characteristics reflect ________ communication.

A) passive

B) verbal

C) nonverbal

D) stereotypical

E) perceptual

28) Jalen nodded his head to let his manager know he would accept the proposed assignment. Jalen's nodding in agreement is a form of ________ communication.

A) verbal

B) nonverbal

C) perceptual

D) decoded

E) encrypted

29) Nonverbal communication is useful

A) when encoding messages into written word.

B) only for messages unable to be verbally communicated.

C) because it is more easily controlled than verbal communication.

D) as a means to reinforce verbal communication.

E) when used independently from verbal communication.

30) With regard to communication processes, perceptions

A) are based on stereotypes and not a sender's mood or attitude.

B) affect the encoding and decoding of messages but do not influence choice of medium.

C) affect the choice of medium but not the encoding and decoding of messages.

D) are inherently objective and help senders personalize messages.

E) can contribute to the effectiveness of communication if they are accurate.

31) Information ________ is the amount of information a communication medium can carry and the extent to which the medium enables the sender and receiver to reach a common understanding.

A) load

B) richness

C) adequacy

D) overload

E) bandwidth

32) ________ exhibits the highest degree of information richness.

A) Personally addressed written communication

B) Spoken communication transmitted electronically

C) Face-to-face communication

D) Impersonal written communication

E) Communication via email

33) Last week, Dell's manager fired him for continually coming to work late. In the event that Dell attempts to sue the manager for unjustly firing him, what would help the manager's case?

A) a history showing the manager promotes the use of groupware

B) the manager giving his word that Dell was frequently warned

C) testimonies by other group members that the manager practiced management by walking around

D) an electronic trail of the formal warnings the manager gave to Dell

E) a history showing the manager assumes all male employees are more likely to be late

34) Face-to-face communication has the advantage of

A) focusing the receiver on an unfiltered message.

B) providing a sender immediate feedback.

C) minimizing impulsive reactions to received messages.

D) eliminating decoding errors by the receiver.

E) increasing the formality of communication.

35) ________ is a face-to-face communication technique in which a manager goes to a work area and talks informally with employees about issues and concerns.

A) Management by exception

B) Management by objectives

C) Micromanagement

D) Macromanagement

E) Management by wandering around

36) Each morning, the COO of Widgets Inc. strolls through the production plant and chats with employees. The COO uses this time to establish relationships with employees and share or receive information on work-related topics. This is an example of

A) micromanagement.

B) management by objectives.

C) performance management.

D) horizontal communication.

E) management by wandering around.

37) When selecting a medium for communication, a face-to-face approach

A) is always ideal due to the value of nonverbal cues.

B) requires more time than other media.

C) provides information richness.

D) is more likely to create ambiguity and misunderstandings.

E) limits a manager to one communication cycle for reaching common understanding.

38) A manager needs to share a somewhat sensitive announcement simultaneously with receivers from different geographic areas. In this situation, what form of media would provide the highest information richness?

A) face-to-face communication

B) personally addressed written communication

C) video communication electronically transmitted

D) impersonal written communication

E) communication by means of a formal meeting

39) Communicating using written forms of communication such as email

A) is too impersonal to get the attention of a receiver.

B) can increase the time needed to reach an understanding.

C) is only advised as a means to back up a face-to-face communication.

D) is higher in richness due to the presence of nonverbal cues.

E) is better than face-to-face communication for sensitive messages.

40) A(n) ________ is a companywide system that allows managers to send and receive verbal electronic messages over telephone lines even when they are hundreds of miles away from the office.

A) grapevine system

B) voice mail system

C) blog

D) instant-messaging system

E) groupware collaborative system

41) Lorna is a telecommuter, which means that she is

A) employed by an organization but is permanently placed in a client location.

B) employed by an organization but works from home.

C) employed by one organization but works for another client organization.

D) self-employed.

E) self-employed but works out of a client location each day.

42) ________ provides the lowest level of information richness.

A) Personal emails

B) Video conferencing

C) Management by wandering around

D) Voice mail

E) Impersonal written communication

43) ________ represents a situation where important information may be ignored or overlooked, even if it is personally addressed.

A) Noise

B) Information richness

C) Information overload

D) Impersonal communication

E) Perception bias

44) Each week, Devin updates an online newsletter to share information about interesting topics related to the company. All company employees have access to the newsletter site. This is an example of ________ communication.

A) personal written

B) impersonal written

C) formal written

D) face-to-face

E) electronic verbal

45) The use of impersonal written communication is best suited for

A) sensitive topics requiring high information richness.

B) directing messages to a specific and select set of receivers.

C) initiating dialog needed to resolve problems.

D) information sharing that does not require feedback.

E) situations where a paper trail is not necessary.

46) A(n) ________ is the pathway along which information flows throughout an organization.

A) organizational structure

B) communication network

C) information technology

D) organizational design

E) cross-functional team

47) Wallace is a member in a group of pest control technicians. His supervisor manages client requests and assigns appointments to technicians in the group. All communication is directed to and from the supervisor. Wallace works in a(n) ________ network.

A) circle

B) all-channel

C) chain

D) wheel

E) intranet

48) A(n) ________ communication network is often found in command groups with pooled task interdependence.

A) circle

B) all-channel

C) chain

D) wheel

E) informal

49) A wheel communication network features

A) a predetermined sequence of communication events.

B) a complex matrix of communication to and from all members.

C) communication that is directed to and from a central member.

D) communication that flows vertically, both top down and bottom up throughout the organization.

E) communication between members with similar experiences and backgrounds.

50) Mark works on an assembly line. He communicates primarily with coworkers who operate the station preceding his own and the station to which he delivers his completed work. This is an example of a(n) ________ network.

A) chain

B) wheel

C) all-channel

D) circle

E) grapevine

51) How does an organizational chart reflect an organization's communication network?

A) It reflects the communication networks that are independent of the company's formal reporting relationships.

B) It reflects the formal pathways in which communication takes place.

C) It summarizes informal relationships while a communication network is more formal.

D) It summarizes formal relationships that do not exist in communication networks.

E) An organizational chart and communication network each reflect the totality of communication in an organization.

52) June works in a call center that houses hundreds of customer service operators who are organized into areas according to the products they support. June communicates primarily with the colleagues who work in her area or who she regularly sees in the hall or break room. June's communication reflects a(n) ________ network.

A) wheel

B) chain

C) all-channel

D) circle

E) vertical

53) The idea that managers tend to communicate more with other managers who share similar beliefs and experiences is indicative of which type of communication network?

A) chain network

B) wheel network

C) circle network

D) groupware network

E) all-channel network

54) Maria is a member of a cross-functional team with representatives from each function within the organization. They must work together to comprehensively solve problems. Maria's team is exhibiting a(n) ________ network.

A) circle

B) wheel

C) all-channel

D) cubic

E) chain

55) Self-managed teams within an organization typically have a(n) ________ communication network.

A) chain

B) horizontal

C) circle

D) all-channel

E) vertical

56) Dylan's colleague said that he heard from another colleague in the department that their manager was being promoted. This is an example of ________ communication.

A) grapevine

B) all-channel

C) formal

D) vertical

E) chain

57) The term "old boys' network" refers to a form of a(n) ________ communication network.

A) external

B) formal

C) all-channel

D) grapevine

E) chain

58) The term ________ refers to a global system of networks that enable employees to communicate both within and outside of their companies.

A) Internet

B) intranet

C) grapevine

D) all-channel network

E) feedback network

59) The ________ is a companywide system of computer networks that enables information sharing within a company.

A) Internet

B) intranet

C) grapevine

D) chain network

E) matrix network

60) Jerome and his colleagues use a software application that enables them to share data, coordinate activities, and exchange ideas. The software would be characterized as a ________ application.

A) blog

B) groupware

C) grapevine

D) network forensic software

E) CRM

61) Managers are most likely to successfully use groupware as a communication medium when

A) a chain communication network is most appropriate.

B) the organization has a flexible culture.

C) it is a grassroots effort that is not initiated by top management.

D) employees are rewarded for individual performance.

E) the organization has a rigid chain of command.

62) As senders of messages, effective communicators will

A) filter the information before sending.

B) encode messages in symbols that only they understand to maintain confidentiality.

C) select a medium they are comfortable using and use it consistently for all messages.

D) use jargon to establish a friendly rapport during all communication.

E) ensure that a feedback mechanism is built into messages.

63) ________ is the specialized language that members of an occupation, group, or organization develop to facilitate communication among themselves.

A) Encryption

B) Linguistic style

C) Rumor

D) Groupware

E) Jargon

64) ________ occurs when senders withhold part of the message because they think the receiver does not need the information.

A) Noise

B) Information distortion

C) Filtering

D) Information overload

E) Decryption

65) As the announcement of potential layoffs passed through the organization from top levels of management to employees, the magnitude of the cuts grew and the time frame accelerated. This is an example of

A) information filtering.

B) noise.

C) information overload.

D) information distortion.

E) feedback.

66) Hyper Tech's employees were told to attend an upcoming mandatory meeting at which the CEO would be making an important announcement. One employee heard from another that the CEO would be announcing the acquisition of a competitor; however, there was no concrete information on what led to that suspicion. This information would be characterized as

A) jargon.

B) rumor.

C) noise.

D) distortion.

E) bias.

67) Marianna is working on improving her communication skills. To be a good listener, she should

A) interrupt the sender when clarification is needed.

B) avoid looking directly at the sender to keep from embarrassing him or her.

C) paraphrase what the sender has said.

D) refrain for asking questions.

E) repeat back exactly what the sender said.

68) Lola and Sue are talking about a reorganization announcement. Lola is demonstrating ________ listening by putting herself in Sue's shoes and trying to understand Sue's personal concerns regarding the changes.

A) sympathetic

B) empathetic

C) complimentary

D) linguistic

E) optimistic

69) ________ refers to a person's typical way of speaking.

A) Empathy

B) Linguistic style

C) Personalization

D) Vocal pitch

E) Jargon

70) Reba is uncomfortable with silence during meetings and frequently speaks up to keep the dialog going. Matt is very contemplative and likes to give attendees time to process ideas before adding his own perspective. Reba and Matt exhibit differences in

A) information distortion.

B) linguistic style.

C) filtering.

D) vocal pitch.

E) information richness.

71) Linguistic style can be expressed through

A) body language.

B) facial expressions.

C) hand gestures.

D) style of dress.

E) vocal pitch.

72) The ways in which men communicate emphasize

A) similarities.

B) status differences.

C) group accomplishments.

D) team spirit.

E) companionship.

73) A(n) ________ is the pathway through which an encoded message is transmitted to a receiver.

A) encoder

B) medium

C) decoder

D) electronic trail

E) transmission

74) Dana is translating a message into symbols or language. Dana is the ________ and the translation process is called ________.

A) receiver; encoding

B) sender; decoding

C) sender; encoding

D) sender; collaboration

E) receiver; decoding

75) What signals the end of an effective communication process?

A) A receiver encodes and sends a message back to the original sender.

B) A sender encodes a message and transmits it through a selected medium.

C) A sender and receiver cycle through the process of encoding, sending, decoding, and responding at least twice.

D) A receiver sends a message back to the original sender who confirms understanding has been reached.

E) A receiver initiates the feedback phase and accurately restates the original message back to the sender.

76) Brianna works with managers from various locations but does not have the travel budget to conduct her business meetings face-to-face. What technology might be best for Brianna when she has to deliver a sensitive message?

A) email

B) teleconferencing

C) videoconferencing

D) faxing

E) instant messaging

77) In a grapevine communication network, information flows

A) quickly and accurately.

B) quickly but not always accurately.

C) in a set sequential pattern.

D) slowly to ensure accuracy.

E) slowly and is never reliable.

78) As manager of a customer hotline, Diego assigns each issue to a service technician and tracks its resolution. Technicians work independently to resolve the issue and then provide Diego closure details. Diego is facilitating a(n) _______ communication network.

A) wheel

B) chain

C) grapevine

D) all-channel

E) circle

79) To ensure that information is readily available for the team, Jed should use ________ to create an electronic meeting site where the team members can post, share, and save data and also have team-based online conferences.

A) a circle network

B) a communication network

C) an electronic trail

D) collaboration software

E) a chain network

80) Scott is a sales representative for a supply company. He travels most of the week and is typically away from the office. Scott is able to access information within the company, such as product and customer information, by using a(n)

A) grapevine system.

B) intranet.

C) circle network.

D) all-channel network.

E) chain network.

81) The ways in which women communicate emphasize

A) individual strengths.

B) similarities.

C) status differences.

D) team spirit.

E) companionship.

82) Madeline is preparing to announce changes in policies and procedures, and she wants to make sure there will be some kind of written documentation that a message was sent and received. The need for an electronic trail will affect Madeline's choice of

A) information richness.

B) nonverbal communication.

C) a communication network.

D) verbal communication.

E) communication medium.

83) Margot's team uses an online calendar that links everyone's schedule and helps the team efficiently plan meetings, track RSVPs, and share follow-up information with all attendees. This demonstrates the use of ________ to enhance communication.

A) groupware

B) information richness

C) all-channel networking

D) groupthink

E) social networking

84) Social networking sites such as Facebook and Twitter are examples of

A) chain networks.

B) personally addressed written communication.

C) informational overload.

D) impersonal written communication.

E) rumor-based communication.

85) During a team meeting, Bart proposes a solution to an issue. Member A is quick to share that, based on personal experience, the idea has some important shortcomings, while Member B acknowledges feasible aspects of the idea and encourages Bart to share his idea further. What can be said in general about this communication scenario?

A) Member A should change his or her linguistic style.

B) Member A is most likely a man and Member B is most likely a woman.

C) Member B is a more effective communicator.

D) Member A is most likely a woman and Member B is most likely a man.

E) Member A is more effective at achieving results.

86) What role does good communication play toward creating an organization's competitive advantage?

87) Define verbal and nonverbal communication. How does nonverbal communication reinforce verbal communication?

88) Define information richness. What are the factors that managers must consider before selecting a communication medium?

89) Identify the four types of communication media and provide an example that is best-suited for each type.

90) As a regional sales manager, you need to provide some difficult news to a team member regarding his sales results. You believe he can be a productive team member, but you need to ensure he understands the potential consequences if he is unable to improve his sales results for the next quarter. Describe how you would approach this communication in terms of information richness and media selection.

91) What are communication networks? Differentiate between the four types of communication networks and describe an organization in which each would be found.

92) Describe the characteristics of an organization in which groupware might be used successfully by a manager to enable information sharing.

93) What steps should one take to ensure effectiveness as the sender in a communication process?

94) What are the communication skills that managers must possess as receivers of messages?

95) How can managers become better listeners?

96) Evan has been a manager at a car dealership for several years and has developed highly effective communication skills. Evan recently noticed that his staff's enthusiasm has plummeted, and believes this happened because of poor communication among the staff. If Evan has effective communication skills, how did this happen, and what dangers does the dealership face?

97) Explain how perception affects the phases of a communication process.

98) What are the three factors that managers must consider when choosing a communication medium?

99) How can informal communication networks, such as a grapevine, contribute to an organization's competitive advantage?

100) Jordan works for a company based in New York and will be meeting with managers from Japan next month to discuss a new business plan. Describe the concept of linguistic style and explain why it is beneficial for Jordan to learn about cross-cultural differences in linguistic styles before he communicates with the managers from abroad.