1. Managers facilitate strategic conversations by using open communication, actively listening to others, applying the
practice of dialogue, and using feedback for learning and change.
a. True
b. False
2. Managers spend 80 percent of every working day doing desk work.
a. True
b. False
3. The process by which information is exchanged and understood by two or more people is the definition of
communication.
a. True
b. False
4. Without feedback, communication is only a two–way process, sender to receiver and receiver to sender.
a. True
b. False
5. The sender must encode the message and select a communication channel after developing the message.
a. True
b. False
6. Communication can break down if sender and receiver do not encode or decode language in the same way.
a. True
b. False
7. Face–to-face discussion is the richest channel, in terms of channel richness.
a. True
b. False
8. Team members, in decentralized networks, must communicate through one individual to solve problems or make
decisions.
a. True
b. False
9. A decentralized network is a team communication structure in which team members freely communicate with one
another and arrive at decisions together.
a. True
b. False
10. Channel richness is the number of cues and the level of potential noise in a channel that is selected for
communication.
a. True
b. False
11. Routine messages tend to be simple and straightforward, such as conveying data or statistics.
a. True
b. False
12. By selecting rich channels managers can communicate nonroutine messages effectively.
a. True
b. False
13. Impersonal written media, including flyers and bulletins, are the lowest in channel richness.
a. True
b. False
14. Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding.
a. True
b. False
15. Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers
and bulletins.
a. True
b. False
16. The choice of a communication channel can convey a symbolic meaning to the receiver.
a. True
b. False
17. An individual’s level of fear or anxiety associated with interpersonal communications is called communication
apprehension.
a. True
b. False
18. Creating a climate of trust and openness is the most important thing managers can do to enhance organization
communication.
a. True
b. False
19. Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.
a. True
b. False
20. Formulating in your mind what you are going to say next is an important part of effective listening.
a. True
b. False
21. Blogs, running Web logs that allow people to post opinions, ideas, and information, provide a low-cost, always-fresh
real-time link between organizations and customers, employees, the media, and investors.
a. True
b. False
22. The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and
nonverbal messages are contradictory.
a. True
b. False
23. A good listener is passive and laid back.
a. True
b. False
24. A poor listener listens to central themes.
a. True
b. False
25. A formal communication channel is a communication channel that flows within the chain of command.
a. True
b. False
26. The topics covered in upward communication are indoctrination and implementation of goals and strategies.
a. True
b. False
27. An example of upward communication is performance feedback.
a. True
b. False
28. Performance reports and suggestions for improvement are two types of upward communication.
a. True
b. False
29. Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.
a. True
b. False
30. The major problem with downward communication is drop off, the distortion or loss of message content.
a. True
b. False
31. Types of information generally communicated upwards include performance reports, suggestions for improvement,
and performance feedback.
a. True
b. False
32. Procedures and practices are downward communication topics that define the organization’s rules, regulations,
benefits, and structural arrangements.
a. True
b. False
33. Interdepartmental coordination refers to messages that take place among members of the same department and
concern task accomplishment.
a. True
b. False
34. Horizontal communication is particularly important in teaching organizations, where teams of workers are
continuously solving problems and searching for new ways of doing things.
a. True
b. False
35. Messages that are designed to share information among teams and departments that can help the organization
change, grow, or improve are called change initiatives and improvements.
a. True
b. False
36. Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational
boundaries refers to personal networking.
a. True
b. False
37. Grapevine is a type of personal channel used in many organizations.
a. True
b. False
38. Social media does not include blogs and wikis.
a. True
b. False
39. refers to dialogue across boundaries and hierarchical levels about the team or organization’s vision, critical
strategic themes, and values that help achieve important goals.
a. Tactical discussion
b. Strategic conversation
c. Intentional chat
d. Calculated exchange
e. Deliberate talk
40. Communication is defined by the text as the process by which information is:
a. shared.
b. exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
c. received.
d. transmitted to others.
e. stored.
41. is necessary for communication to be considered two-way.
a. Message
b. Channel
c. Feedback
d. Noise
e. Circuit
42. The receiver the symbols to interpret the meaning of the message.
a. encodes
b. transmits
c. decodes
d. responds to
e. must ignore
43. Which of the following, in the communication process, has the responsibility to decode the symbols and interpret the
meaning of the message?
a. Sender
b. Receiver
c. Channel
d. Filter
e. Middleman
44. and are potential sources for communication errors, because knowledge, attitudes, and background
act as filters.
a. Encoding, channel
b. Encoding, noise
c. Decoding, channel
d. Decoding, encoding
e. Decoding, noise
45. What are the key elements of communication?
a. Encoding, message, and feedback
b. Encoding, noise, and symbols
c. Message, circuit, and decoding
d. Feedback, message, and perception
e. Feedback, circuit, and perception
46. Jenna composes an email from home to her boss to inform him that she will be late getting to work that day. The
act of composing an email involves which stage of the communication process?
a. Selecting a channel
b. Sifting through noise
c. Providing feedback
d. Encoding the message
e. Decoding the message
47. Selina is meeting with her subordinate Mike for his annual performance review. At the end of the review, Mike tells
Selina that he is confused about some things she said. By asking Selina to explain certain things in more detail, Mike
is engaging in which component of the communication process?
a. Selecting a channel
b. Sifting through noise
c. Providing feedback
d. Encoding the message
e. Decoding the message
48. A manager might use as a type of communication.
a. meetings
b. telephone conversations
c. talking informally
d. all of these
e. meetings and telephone conversations
49. Which communication channel would be most successful to inform managers of impending company-wide layoff?
a. Telephone conversations
b. Face-to–face contact
c. Electronic media
d. Written media
e. None of these
50. When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial
expressions, and use of space to gauge individuals’ personalities. These are all examples of:
a. listening.
b. nonverbal communication.
c. empathizing.
d. direct communication.
e. nuance communication.
51. are examples of channels which managers might choose to use when communicating with employees.
a. Newsletter, telephone, and feedback
b. Telephone, electronic mail, and memo
c. Television, encoding, and letter
d. National newspapers and television
e. All of these
52. When a group of workers have routine tasks to perform, a communication structure allows more time for
the task to be completed.
a. linear
b. centralized
c. decentralized
d. gossip
e. team
53. Sharon is a part of a software engineering team. Her task is to develop a diagnostic program for the medical
profession. This is a very complex task. What type of communication structure would work best for her group?
a. Linear
b. Centralized
c. Decentralized
d. Focused
e. All of these