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Multiple Choice
1. In the context of Abraham Maslow’s concept of a hierarchy of needs, which of the following is a true statement?
a.
In our society, most people satisfy their upper-level needs before satisfying their lower-level needs.
b.
Social needs include the need to achieve one’s fullest potential through artistic channels.
c.
The importance of a need level increases after its needs are satisfied.
d.
Effective communicators are able to identify and appeal to need levels in various individuals.
2. After earning a scholarship for securing superior grades in school, Miquel receives a congratulatory letter from the dean
of the school. This communication interaction is considered _____.
a.
visual kinesic communication
b.
a positive stroke
c.
vocal kinesic communication
d.
directive behavior
3. Area I of the Johari Window is called the _____.
a.
hidden area
b.
unknown area
c.
blind area
d.
open area
4. Which of the following is a difference between area I and area II of the Johari Window?
a.
Area I designates things we know about ourselves but that others do not know about us, whereas area II
designates things we do not know about ourselves and others do not know about us.
b.
Area I represents things we do not know about ourselves and others do not know about us, whereas area II
represents things we know about ourselves but that others do not know about us.
c.
Area I represents what we know about ourselves and what others know about us, whereas area II designates
those things others know about us but that we do not know about ourselves.
d.
Area I designates those things others know about us but that we do not know about ourselves, whereas area II
represents what we know about ourselves and what others know about us.
5. _____ of the Johari Window includes things we do not know about ourselves and others do not know about
us.
a.
Area I
b.
Area II
c.
Area III
d.
Area IV
6. Which of the following is a difference between area III and area IV of the Johari Window?
a.
Area III represents things we know about ourselves but that others do not know about us, whereas area IV
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includes things we do not know about ourselves and others do not know about us.
b.
Area III includes things we do not know about ourselves and others do not know about us, whereas area IV
represents things we know about ourselves but that others do not know about us.
c.
Area III represents what we know about ourselves and what others know about us, whereas area IV
designates those things others know about us but that we do not know about ourselves.
d.
Area III designates those things others know about us but that we do not know about ourselves, whereas area
IV represents what we know about ourselves and what others know about us.
7. According to the older, traditional view of management, _____.
a.
workers are concerned only about satisfying lower-level needs
b.
workers are motivated solely through intrinsic rewards
c.
individuals should be given more importance than the job
d.
individuals should be treated as adults so that they act as adults
8. Which of the following is a difference between verbal communication and a metacommunication?
a.
Verbal communication is expressed in words, whereas a metacommunication accompanies a message that is
expressed in words.
b.
Verbal communication includes only speech, whereas a metacommunication includes only writing.
c.
Verbal communication implies an idea, whereas a metacommunication explicitly expresses an idea.
d.
Verbal communication is expressed through a vocal kinesic message, whereas a metacommunication is
expressed through a visual kinesic message.
9. Janet is a project manager at Printennia Inc., a content writing firm. During a project briefing session with all her
subordinates, Janet turned to her subordinate, Juan, and said, “This project is crucial. Please inform me beforehand if you
need to take leave.” Janet implied that Juan is not dependable, and she assumed that Juan understood what she was
implying. In this scenario, the implied message is an example of _____.
a.
proxemic communication
b.
a positive stroke
c.
a metacommunication
d.
visual kinesic communication
10. Alan was being interviewed for the position of business analyst at Amberg Solutions Inc. Susan, the
interviewer, looked at him and observed that he was dressed inappropriately and seemed disinterested. Susan
assumed that Alan did not care much for the job and subsequently rejected his application. In this scenario,
which of the following conveyed the message that Alan was not much interested in the job?
a.
Upward communication
b.
Horizontal communication
c.
Visual kinesic communication
d.
Vocal kinesic communication
11. Which of the following is true of nonverbal messages?
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a.
They are universal and do not vary between cultures.
b.
They can receive more attention than verbal messages.
c.
They lack the potential to affect accompanying verbal messages.
d.
They are unaffected by the circumstances surrounding the communication.
12. Which of the following is a characteristic of nonverbal messages?
a.
They cannot contradict the accompanying verbal messages.
b.
They are influenced by the circumstances surrounding the communication.
c.
They mask details about the sender’s background, attitudes, and motives.
d.
They are interpreted in the same way by different people.
13. Which of the following is an accurate statement about casual listening?
a.
It refers to the type of listening in which a person fakes his or her attention
b.
It has a negative impact on the emotional health of a person.
c.
It involves an empathetic reciprocation of another’s feelings.
d.
It provides relaxing breaks from more serious tasks.
14. Sandra is a manager at Starlight Inc., a laptop manufacturing company and she wants to upgrade the quality of
Starlight’s products. She calls for a meeting with the technical experts of the company and asks for suggestions on how to
achieve this goal. She gathers information by listening to each expert. In this scenario, Sandra is engaged in _____.
a.
casual listening
b.
grapevine communication
c.
intensive listening
d.
empathetic listening
15. Which of the following is true of active listening?
a.
It is useful when resolving conflict.
b.
It involves listening for pleasure.
c.
It illustrates that people are selective listeners.
d.
It doesn’t require much emotional or physical effort.
16. Mark and Stephanie’s marriage was in trouble. He was depressed and spoke to his best friend, Gladwin, about his
personal issues. In this scenario, Gladwin was most likely involved in _____.
a.
casual listening
b.
selective listening
c.
discriminative listening
d.
empathetic listening
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17. Jakeel, a salesperson at Sensations Inc., attended a regional sales meeting where he was more of a listener than a
participant. During the meeting, he tried to jot down as many of the discussion details as possible in his notebook. Later,
when his colleagues were talking about what was discussed in the meeting, Jakeel could not share his viewpoints. This
scenario illustrates that Jakeel most likely has a bad listening habit of _____.
a.
faking attention
b.
over-listening
c.
stereotyping
d.
casual listening
b
18. Which of the following is a bad listening habit?
a.
Making spontaneous judgments about others based on mannerisms
b.
Observing the speaker and interpreting his or her nonverbal cues
c.
Putting in much emotional and physical effort
d.
Putting oneself in another person’s shoes
19. Which of the following interpersonal communication styles involves verbally attacking someone else, being
controlling, provoking, and maybe even physically intimidating or violent?
a.
The aggressive communication style
b.
The assertive communication style
c.
The passive communication style
d.
The directive communication style
20. The_____ communication style involves retaliating in an indirect manner rather than expressing negative feelings,
such as anger, directly.
a.
passive
b.
directive-assertive
c.
passive-aggressive
d.
aggressive
21. The passive communication style involves:
a.
being physically intimidating or violent.
b.
withdrawing in an attempt to avoid confrontation.
c.
accepting responsibility for one’s feelings and actions.
d.
verbally attacking someone else.
b
22. In the context of interpersonal communication styles, _____ involves expressing feelings and needs directly and
honestly without violating the rights of others.
a.
submissive behavior
b.
passive behavior
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c.
assertive behavior
d.
passive-aggressive behavior
23. Which of the following groups are most likely formed for long-term assignments?
a.
Groups involved in arranging a dinner and program
b.
Groups involved in auditing for major corporations
c.
Groups involved in changing backdrops for stage shows
d.
Groups involved in decorating an auditorium
b
24. To facilitate effective communication, _____.
a.
a group should be small in size
b.
a group should have a socializer
c.
group members should follow a passive communication style
d.
group members should have different goals to ensure variety
25. In effective groups, members:
a.
have unique goals, interests, and benefits.
b.
do not have a leader.
c.
share the same status.
d.
establish norms for standard behavior.
d
26. In the context of group roles, which of the following is a difference between an isolator and a dominator?
a.
An isolator strives to keep tensions low in a group, whereas a dominator deviates from the group’s purpose.
b.
An isolator does not do his or her fair share of the work in a group, whereas a dominator constantly criticizes
and complains about others‘ work in the group.
c.
An isolator is physically present but fails to participate in group activities, whereas a dominator speaks too
often and too long in a group.
d.
An isolator pursues only the social aspect of a group, whereas a dominator makes sure everyone in the group
gets to talk and be heard.
27. Adam is a member of a research group at a university. One of his tasks as a group member is to present the group’s
research progress before the university’s faculty every month. Even though the dates of the presentations are announced in
advance, Adam is never prepared with the complete presentation. As a result, he is often unable to answer questions from
the audience after the presentation. Based on this information, it can be said that Adam most likely plays the role of a(n)
_____ in his research group.
a.
isolator
b.
aggressor
c.
airhead
d.
detractor
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28. In a group, a(n) _____ plays a positive role.
a.
dominator
b.
socializer
c.
isolator
d.
facilitator
d
29. Createsols Inc. is a content writing company. During a project debriefing session, representatives from
different departments of the company were arguing relentlessly over who was to be blamed for the project’s
failure. Amy, a representative from the finance department, requested everyone to stop pointing fingers at each
other and to calm down. In this scenario, Amy was most likely playing the role of a _____ in the meeting.
a.
facilitator
b.
harmonizer
c.
dominator
d.
socializer
b
30. In a group, which of the following activities is undertaken by a group member playing the role of a reporter?
a.
Preparing materials for submission
b.
Maintaining records of events and activities
c.
Making sure everyone gets to talk and be heard
d.
Keeping tensions low during meetings
31. Which of the following is true of product development teams?
a.
They primarily deal with improving existing products.
b.
They are usually cross-functional in nature.
c.
They consist of members from a single department.
d.
They are also known as task forces.
b
32. In the _____ stage of team development, team members are involved in developing strategies and activities
that promote goal achievement.
a.
storming
b.
performing
c.
norming
d.
forming
33. In the forming stage of virtual team formation, members:
a.
review software and hardware requirements.
b.
solve most technical problems they encounter.
c.
express opinions and debate substantive issues.
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d.
resolve issues related to organizational environments.
34. Virtual groups resolve issues related to differences in time, distance, technology, member cultures, and
organizational environments during the _____ stage of virtual team formation.
a.
adjourning
b.
performing
c.
forming
d.
norming
35. Which of the following is one of the stages of virtual team formation?
a.
Lobbying
b.
Adjourning
c.
Benchmarking
d.
Stroking
36. Which of the following is an advantage of face-to-face meetings?
a.
They provide a rich nonverbal context.
b.
They allow companies to reduce travel budget.
c.
They restrict dominance by high-status members.
d.
They minimize the environmental impact caused by travel.
37. Which of the following statements is true of electronic meetings?
a.
They speed up meeting follow-up activities.
b.
They make it easier to reach consensus.
c.
They are most helpful when groups are trying to build group values and trust.
d.
They are the most used meeting format in most organizations today.
38. Identify a true statement about electronic meetings.
a.
They tend to waste significant professional time.
b.
They make it easier to reach consensus.
c.
They are common for those working in virtual teams.
d.
They aid a new group’s efforts of building group values and emotional ties.
39. Unlike face-to-face meetings, electronic meetings:
a.
are better in establishing group rapport and relationships.
b.
consume a lot of professional time.
c.
make it easier to reach consensus.
d.
make it harder to interpret the strength of other team members’ commitment to their proposals.
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d
40. Which of the following guidelines can help ensure that a meeting is productive?
a.
Brainstorming sessions should be discouraged.
b.
Employees should avoid conflicts at all costs.
c.
The agenda should be distributed after the meeting.
d.
The meeting length and frequency should be limited.
d
41. A(n) _____ is a meeting outline that includes important information—date, beginning and ending times,
place, topics to be discussed, and responsibilities of those involved.
a.
writ
b.
policy
c.
agenda
d.
norm
42. Proxemics revolves around two concepts, which are _____ and personal space.
a.
kinesics
b.
polychronic time
c.
haptics
d.
territoriality
d
43. Which of the following is true of people belonging to cultures that follow polychronic time?
a.
They equate time with money and view it as linear and manageable.
b.
They respect private property and rarely borrow or lend
c.
They work on several activities simultaneously.
d.
They detest interruptions in their daily schedules.
True / False
44. According to Abraham Maslow’s concept of a hierarchy of needs, physiological needs form the upper-level
needs.
a.
True
b.
False
False
45. According to Abraham Maslow’s concept of a hierarchy of needs, identity theft, health and fitness, and
environmentally friendly commercials appeal to security and safety needs.
a.
True
b.
False
True
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46. Getting a pat on the back from a supervisor is a negative stroke.
a.
True
b.
False
False
47. In the Johari Window, area II represents what we know about ourselves and what others know about us.
a.
True
b.
False
False
48. Supportive behavior is characterized by leaders who give detailed rules and instructions and monitor closely
that they are followed.
a.
True
b.
False
False
49. In a total quality management environment, decision-making power is distributed to the people closest to the problem
in an organization, who usually have the best information sources and solutions.
a.
True
b.
False
True
50. A metacommunication is a message that is expressed in words.
a.
True
b.
False
False
51. Kinesic communication is an idea expressed through a verbal message.
a.
True
b.
False
False
52. Visual kinesic communication includes gestures, winks, smiles, frowns, sighs, attire, grooming, and all kinds
of body movements.
a.
True
b.
False
True
53. Nonverbal messages universally convey the same meaning to different people.
a.
True
b.
False
False
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54. Nonverbal messages can contradict the accompanying verbal message and affect whether a message is
understood or believed.
a.
True
b.
False
True
55. In the context of styles of listening, listening for pleasure, recreation, amusement, and relaxation is intensive listening.
a.
True
b.
False
False
56. In the context of styles of listening, when listening for information, using an outlining process helps you capture main
ideas and supporting sub-points in a logical way.
a.
True
b.
False
True
57. Counselors dealing with their clients are engaged in casual listening.
a.
True
b.
False
False
58. Making spontaneous judgments about others based on their speech delivery is known as storming.
a.
True
b.
False
False
59. Nonverbal messages can be dismissed since they do not contribute to verbal messages.
a.
True
b.
False
False
60. Casual listening is useful when receiving important instructions, resolving conflict, and providing or receiving critical
feedback.
a.
True
b.
False
False
61. Many bad listening habits develop simply because the speed of spoken messages is much faster than our ability to
receive and process them.
a.
True
b.
False
False
62. In recent years, developments among U.S. businesses have shifted attention away from the employment of traditional
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organizational subunits as the only mechanisms for achieving organizational goals and toward the increased use of groups.
a.
True
b.
False
True
63. In a flat organizational structure, communicating up and down in a top-heavy hierarchy becomes more
important than communicating across the organization chart.
a.
True
b.
False
False
64. Groups formed for short-term tasks spend more time on maintenance than on the task.
a.
True
b.
False
False
65. The larger the group, the more its members have the opportunity to communicate with each other.
a.
True
b.
False
False
66. In the context of positive group roles, a reporter is one who maintains records of events and activities and
informs members.
a.
True
b.
False
False
67. In contrast to a team, a group is typified by a clear identity and a high level of commitment on the part of
members.
a.
True
b.
False
False
68. Large organizational groupings are more flexible than teams because they can be assembled, deployed,
refocused, and disbanded more quickly.
a.
True
b.
False
False
69. Face-to-face meetings are appropriate when issues are especially sensitive.
a.
True
b.
False
True
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70. Electronic meetings provide a rich nonverbal context but have logistical issues of schedules and distance.
a.
True
b.
False
False
71. Meetings provide opportunities for participants to enhance their credibility and communicate impressions of
power, competence, and status.
a.
True
b.
False
True
Essay
72. Discuss in detail Abraham Maslow’s concept of a hierarchy of needs.
73. What is a stroke? How does it affect a person’s emotions?
REJ: Please see the section “Behavioral Theories That Impact Communication” for more information.
74. Sue has worked from home for four years, taking phone orders for a national catalog retailer. Sue feels
unappreciated for her efforts and detached from the management and coworkers. In the past, Sue had been very
efficient, responsible, punctual, and reliable. Lately, however, her performance has faltered. The quality analyst
who is monitoring her calls finds that she is not selling the new additional products as is required of her. Using
the concept of stroking, how can Sue’s supervisor motivate her to increase her productivity and job satisfaction?
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Communication” for more information.
75. Explain the Johari Window.
Communication” for more information.
76. How did Douglas McGregor attempt to distinguish between the older, traditional view and the more
contemporary view about workforce motivation? Explain the situational leadership model proposed by Paul
Hersey and Kenneth Blanchard.
REJ: Please see the section “Behavioral Theories That Impact Communication” for more information.
77. Explain a metacommunication and kinesic communication. What are the characteristics of nonverbal
messages?
who receive your messages will be sensitive to the messages expressed in words and to the accompanying
78. In the past few months, Rhamel has frequently called in sick to work. He has received medical treatment for
a respiratory infection, but the infection continues to recur. He has missed several important deadlines, and his
sick leaves are dwindling quickly. Rhamel’s supervisor has been patient and supportive through this illness, but
other employees have recently been asked to handle Rhamel’s work in addition to their own workload. His
coworkers have started feeling resentful, and this is evident in their nonverbal communication with Rhamel
when he is at work. Give three examples of negative metacommunication and two examples of kinesic
messages that coworkers may communicate to Rhamel to express their frustration and resentment.
79. Briefly describe active listening.
80. How do bad listening habits develop? Explain the different types of bad listening habits.
81. How does a flat organizational structure affect communication?
82. Explain how heightened focus on cooperation affects communication.
83. Discuss seven factors of group communication. List and describe five positive group roles.
84. Juanita has just been asked to head a cross-functional team at work, assuming a directive role. Members of
her team exhibit various behaviors: Tom speaks long and often, Robert tries to keep tensions low, Jim is never
prepared, Monica constantly complains, and Kumar tries to make sure everyone is heard. As they meet the first
couple of times, Robert and Kumar push to develop strategies to achieve their goals.
Discuss the various negative and positive roles found in the group. In what ways can the negative roles be
diminished? At what stage of team development are Robert and Kumar operating, and what stages should the
team go through before strategies are developed?
85. Discuss five situations when face-to-face meetings are most appropriate to use. Discuss the limitations of
face-to-face meetings and electronic meetings.
86. Discuss nine guidelines for effective meetings.
87. Discuss the first three steps involved in effective group decision making.
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