45) Which of the following is not a recommendation to effectively manage e-mail?
A) Don’t check e-mail in the morning.
B) Check e-mail throughout the day.
C) Stop sending lots of e-mails.
D) Unsubscribe to e-mail newsletters you don’t need.
E) Check e-mail in batches.
46) Which of the following types of electronic communications occurs in “real” time?
A) open source software
B) networking software
C) e-mail
D) business mail
E) instant messaging
47) Which of the following forms of electronic communications is most likely to use a portable
communication device?
A) open source software
B) networking software
C) e-mail
D) text messaging
E) instant messaging
48) Which of following best represents “e-mail bankruptcy”?
A) deleting your e-mail ID
B) checking your e-mails only once a month
C) allowing somebody else to operate your e-mail account
D) creating a new mail ID every month and redirecting all your old e-mails to the new ID
E) wiping out your entire inbox and starting over
49) Which of the following types of electronic communications is preferable for one- or two-line
messages?
A) blogs
B) video conferencing
C) instant messaging
D) tele conferencing
E) e-mails
50) Filtering is a barrier to effective communication. Filtering takes place when ________.
A) the interpretation of the message gets affected by the receiver’s emotion
B) the information we have to work with exceeds our processing capacity
C) a sender purposely manipulates information so the receiver will see it more favorably
D) the receivers in the communication process selectively see and hear based on their
motivations, experience, and other personal characteristics
E) receivers also project their interests and expectations into communications as they decode
them
51) Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in
________.
A) filtering information
B) selective perception of information
C) communication apprehension
D) emotional blockage
E) emotional contagion
52) Receivers in communication see and hear based on their needs, motivations, experience,
background, and other personal characteristics. This is called ________.
A) communication apprehension
B) filtering
C) selective perception
D) emotional block
E) information overload
53) An employment interviewer who expects a female job applicant to put her family ahead of
her career is likely to see that in all female applicants, regardless of whether they actually feel
that way. This is an example of ________.
A) information overload
B) selective perception
C) emotional labor
D) filtering
E) communication apprehension
54) Which of the following is not a barrier to effective communication?
A) filtering
B) silence
C) selective perception
D) information overload
E) the grapevine
55) Information overload occurs when ________.
A) the interpretation of the message gets affected by the receiver’s cultural background
B) the information we have to work with exceeds our processing capacity
C) a sender purposely manipulates information so the receiver will see it more favorably
D) the information transmitted to the receiver is distorted by the communication channel
E) the information sent by the sender does not reach the receiver
56) Silence, as a communication barrier, is less likely where ________.
A) the organization is highly centralized
B) the information is filtered by the sender
C) the receiver engages in selective perception
D) high procedural justice prevails
E) people experience information overload
57) Even when we’re communicating in the same language, words mean different things to
different people, and ________ and context are two of the biggest factors that influence such
differences.
A) educational qualification
B) gender
C) age
D) religion
E) social class
58) The phrase “get the low hanging fruit” means ________.
A) deal with the assumptions in communication
B) eliminate communication difficulties
C) deal with the easiest parts first
D) find followers who will support you
E) eliminate inconsistencies in communication style
59) What can managers do to make sure that important information isn’t withheld from them
through silence?
A) engage in selective perception
B) listen to and support diverse opinions
C) deal with information overload
D) hire employees with high emotional intelligence
E) tell employees what they want to hear
60) If Albert is apprehensive regarding oral communication, which of the following behaviors is
he least likely to display?
A) He prefers to talk on the phone.
B) He distorts the communication demands of his job.
C) He limits his oral communication and then tends to rationalize his behavior.
D) He relies on memos or letters.
E) He avoids face-to-face communication.
61) In ________, people rely heavily on nonverbal and subtle situational cues in communicating
with others, and a person’s official status, place in society, and reputation carry considerable
weight.
A) individualistic cultures
B) low power distance cultures
C) cultures that score low on uncertainty avoidance
D) high-context cultures
E) cultures that have long time orientation
62) Which of the following is not something a manager should do to communicate better across
cultures?
A) assume similarity until difference is proven
B) emphasize description rather than interpretation
C) practice empathy
D) interpret the situation from the differing perspectives of all concerned
E) treat interpretations as a working hypothesis
63) James and Neung are negotiating a purchase from Neung’s Tai corporation. James notices
that Neung is very quiet. Rather than assume that Neung is upset at how the negotiations are
going, James continues to discuss the details of how the purchase will ensue. Finally James
closes the deal and later learns that Neung’s quiet moments were respectful moments to allow
James to reveal his deal. Which strategy did James use to succeed?
A) assume certain universal similarities
B) emphasize description rather than interpretation
C) practice empathy
D) assume differences until similarity is proven
E) treat interpretations as a working hypothesis
64) Which of the following values is most likely to be important to low-context cultures?
A) status
B) directness
C) titles
D) trust
E) space
65) A manager should practice ________, which means in dealing with cross-cultural
communication, a manager should put herself in the place of the employee to understand the
employees values, experiences and frames of reference.
A) evaluation
B) empathy
C) complicity
D) commiseration
E) apathy
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Copyright © 2014 Pearson Education, Inc.
Mary telephones her employee, Joe, to let him know that today’s meeting has been moved to one
o’clock.
66) In the communication process, Mary is ________.
A) the sender
B) the receiver
C) the decoder
D) the channel
E) the encoder
67) The telephone is the ________.
A) sender
B) receiver
C) medium
D) message
E) decoder
68) Joe misses the one o’clock meeting because he misunderstood which meeting Mary was
referring to. Joe forgot to ask Mary to clarify which meeting she meant. Joe’s misunderstanding
therefore occurred due to ________.
A) improper encoding
B) improper decoding
C) noise
D) a lack of feedback
E) improper channel selection
69) Team A must operate very quickly to meet stringent deadlines. The quality of the final
project depends highly on Team A’s output, so Team A must also work very accurately. Which
of the following network structures should Harriet choose for this team?
A) chain
B) wheel
C) mesh
D) star
E) all-channel
70) Harriet has been charged with the task of evaluating two employees for possible promotions.
She is interested in learning which employee has the most effective leadership skills. One of the
employees is assigned to Team B, and the other is assigned to Team C. Which network structure
should Harriet choose for these teams if she wishes to place the two employees in clear
leadership positions on the teams?
A) wheel
B) chain
C) concentric
D) all-channel
E) mesh
71) After establishing Team D in a wheel network structure, Harriet receives negative feedback
from members of the team. Many team members express frustration about working in the group,
and most dislike the interpersonal style of the team leader. Which of the following strategies
would most likely help to improve the team members’ morale?
A) leaving the team as a wheel network and encouraging team members to share the leadership
responsibility
B) restructuring the group as a chain network and replacing the leader with another group
member
C) leaving the team leader in place and restructuring the group as a chain network
D) transferring the team leader to another group and restructuring the group as an all-channel
network
E) leaving the team as a wheel network and replacing the team leader with another group
member
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Copyright © 2014 Pearson Education, Inc.
Zeus Industries sells satellite television systems. Recently, the company invested heavily in one
of the many new technologies available. Employees tell senior management that this investment
was the right choice, but sales keep decreasing. Some sales employees have also given incorrect
information to suppliers, even though the company has held numerous intensive training sessions
to keep sales personnel apprised of changes in the industry. The company has also received low
customer service ratings from recent consumer surveys. These surveys indicate that customers
are frustrated with the specialized technical knowledge necessary to operate their satellite
systems.
72) Which of the following best characterizes the communication problem occurring between
employees and senior management?
A) filtering
B) sabotage
C) communication apprehension
D) information overload
E) selective perception
73) The mistakes committed by the sales staff suggest that sales personnel are probably
experiencing which of the following as a result of their intensive training?
A) filtering
B) emotional labor
C) information overload
D) communication apprehension
E) selective perception