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58. As a sender, you are encoding when you
a. select the medium for transmitting a verbal or nonverbal message.
b. eliminate noise out of an incoming communication need
c. notice and interpret an external or internal communication need
d. observe the destination of the message.
e. formulate a verbal or nonverbal response to a communication need.
59. A(n) ____ is considered a conventional channel of communication.
a. web seminar
b. instant message
c. email
d. blog
e. tweet
60. Which of these statements about the destination component of communication is not correct?
a. The sender loses control once the message enters the audience's sensory environment.
b. Communication may not occur even after the message enters the sender's sensory environment.
c. The audience might perceive the message but incorrectly interpret its meaning.
d. Once the message enters the audience's sensory environment, it becomes a filter for that audience.
e. The message is successful if it reaches its destination and the audience interprets it as the sender intended.
61. When a message you transmit reaches its destination, it becomes
a. a response for the audience.
b. a communication need for the audience.
c. a medium for the audience.
d. a filter for the audience.
e. a communication channel for the audience.
62. If you put on a puzzled look as a coworker tries to explain the company's new sick-leave policy, you are
a. using a nonverbal medium to filter the message.
b. adding noise to the communication environment.
c. providing an internal communication need for your audience.
d. simultaneously sending and receiving a message.
e. eliminating the feedback portion of the process.
63. A microblog cannot help you
a. present the company's perspective on a current issue.
b. report breaking news.
c. convey a complex, nuanced message.
d. respond to a customer's questions without delay.
e. connect with customers.
64. Which of the following statements is not true of technology-based communication?
a. Companies will often use multiple communication channels.
b. A podcast provides short text files for downloading.
c. Wikis are online spaces where people collaborate.
d. Instant messaging allows you to know when someone is available for a quick response.
e. Social networking sites are used by people of all ages.
65. ____ is synchronous, overlapping communication.
a. Multicommunication
b. Geolocating
c. Instant messaging
d. Posting to Facebook
e. Handing out printed flyers
66. Which of the following is not a relationship consideration helpful in selecting communication media?
a. Is this message confidential or private?
b. Do you need the message documented?
c. How urgent is the message?
d. Are you building a relationship with the audience?
e. How is the audience likely to react?
67. Which of the following is not considered a rich medium for communication?
a. oral presentation
b. email
c. phone call
d. chat over coffee
e. formal department meeting
68. Which of the following is not a true statement about social media?
a. It encourages online interaction.
b. It is widely used among Fortune Global 100 companies.
c. Most online participants are teens and young adults.
d. It is based upon second-generation (web 2.0) technologies.
e. Much of the online content is user-generated.
69. Texting may be useful for all of the following reasons except
a. providing fast client contact.
b. advertising your new product or service.
c. commenting during a speech by a client.
d. confirming deliveries.
e. sending important information in a meeting.
70. A computer-support specialist who sends an email to other computer-support specialists in the same company about
the need for training on the latest software is engaging in ____ communication.
a. upward
b. downward
c. lateral
d. matrix
e. nonverbal
71. As a department head, you cannot assume that your downward communication is
a. being received and understood by other department heads.
b. offering employees the opportunity to air grievances.
c. received and understood by people who report to you.
d. sharing complete information with your peers.
e. an informal network trusted by employees.
72. Which of the following is not a reason why upward communication is important?
a. It provides feedback to let receivers know that lateral messages have been received and understood.
b. It helps managers recognize whether lower-level employees received and correctly interpreted downward
messages.
c. It gives managers information they need to make critical decisions.
d. It provides opportunities for employees to offer input, make suggestions, and air grievances.
e. It allows information to flow from lower levels to higher levels of the organization.
73. ____ communication occurs when peers within a department share ideas, coordinate activities, and negotiate
differences.
a. Upward
b. Downward
c. Lateral
d. Vertical
e. Outsourced
74. Which of the following is an example of lateral communication?
a. Your supervisor sends you an email that lists your strengths and weaknesses.
b. Three state senators discuss the pros and cons of passing new laws against hate crimes.
c. The vice president of marketing prepares a report to share with the marketing representatives.
d. You respond to an internal survey conducted by a colleague from another department.
e. You prepare a year-end sales report for your supervisor's approval.
75. You are using the grapevine when you
a. ask top management, during a company meeting, about the company's recent merger.
b. write a memo to your boss suggesting how to publicize the company's recent merger.
c. post a news release on your company's website announcing its recent merger.
d. write an article for your company's newsletter, quoting the CEO's comments about the recent merger.
e. discuss the company's recent merger while you carpool with a coworker.
76. Which of the following is another term for the grapevine?
a. upward communication network
b. lateral communication network
c. horizontal communication network
d. downward communication network
e. informal communication network
77. Which statement about the grapevine is correct?
a. It moves information rapidly through the organization.
b. It is less active during times of uncertainty, such as layoffs, mergers, and branch closings.
c. Most of the information communicated through the grapevine pertains to personal matters.
d. Information spread through the grapevine is usually incomplete.
e. It is not an important communication network in large organizations.
78. Savvy managers respond to the grapevine in their organization by
a. slowing down the free flow of information.
b. identifying the filters that affect employees' perceptions.
c. sharing all news with employees, whether positive or negative.
d. counteracting the horizontal flow of information.
e. extending the network to the top of the organization.
79. Which of the following is not a verbal barrier to communication?
a. inadequate Bloom's Knowledge
b. differences in interpretation
c. language differences
d. inappropriate use of expressions
e. specific, concrete words
80. Which of the following is a verbal barrier to communication?
a. A person's body language does not correspond with his spoken message.
b. Audience interpretation of a message is not the same as the sender's interpretation.
c. Two individuals have differing perceptions of a manager's comments based on their personal experiences
with her.
d. People are not focusing on a convention speaker because the seats are too small and are placed too close
together.
e. A customer service representative has a prejudice against customers who have a southern accent.
81. Which of the following is the first verbal barrier that can occur in the communication process?
a. differences in interpretation
b. overabstraction and ambiguity
c. inappropriate use of expressions
d. inadequate Bloom's Knowledge or vocabulary
e. polarization
82. Which of the following best describes jargon?
a. a fad expression that is short-lived
b. a polite expression that is used to soften the impact of an unpleasant situation
c. a cultural tradition
d. efficient terminology when communicating within specialized groups
e. a denotative phrase that characterizes vertical communication
83. Which of the following is an example of slang?
a. window of opportunity
b. applet
c. blog
d. e-commerce
e. spam
84. Which of the following is an abstract word?
a. letter
b. memorandum
c. email
d. report
e. communication
85. Which statement contains abstract or ambiguous language?
a. Antwon's email contains five misspelled words.
b. More than 76% of the employees belong to a union.
c. At least eight associates submitted their expense reports after the deadline.
d. The office manager purchased 15 cartons of paper for delivery on Tuesday.
e. The customer service department received some complaints today.
86. Which of the following is an example of environmental noise?
a. You are expected to attend two different meetings that overlap each other.
b. You miss half the presentation because the speaker is not using a microphone.
c. You have ten minutes to read two reports before you prepare a summary for your boss.
d. You are closing a big sale to one client as another client calls with a question.
e. You receive urgent instant messages from several colleagues who need information right away.
87. Which of the following is not a typical reason for unethical behavior?
a. We rationalize that what is ethical depends upon the circumstances.
b. We do what we must to win.
c. We rationalize that everyone is doing it.
d. We enjoy the thrill of "getting away with it."
e. We take the easy route to accomplish our goal.
