54. refers to a team communication structure in which team members freely communicate with one another and
arrive at decisions.
a. Decentralized network
b. Centralized network
c. Linear network
d. Circular network
e. Gossip structure
55. A centralized network is one in which:
a. team members are free to interact with any of the team members.
b. team members communicate through one individual to make decisions.
c. team members communicate with an assigned partner.
d. team members work independently and there is no need for communication.
e. none of these.
56. For complex problems, a(n) network is most effective for swift, accurate problem resolution.
a. linear
b. centralized
c. decentralized
d. linear and centralized
e. all of these
57. Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be
laid off. Which communication channel should Louise use to break the news?
a. Face-to-face
b. E–mail
c. Instant messaging
d. Telephone
e. Handwritten letter
58. To be effective communicators, managers should:
a. focus primarily on enhancing downward communication in the organization.
b. enhance lateral communication opportunities by encouraging teams.
c. limit use of communication technology.
d. strictly push for face-to–face communication.
e. encourage the use of multiple channels of communication.
59. refers to the amount of information that can be transmitted during a communication episode.
a. Channel richness
b. Electronic mail
c. Encoding
d. Upward communication
e. Feedback
60. Channel richness refers to the:
a. number of messages a channel can carry at one time.
b. speed in which messages can be carried.
c. amount of information that can be transmitted during a communication episode.
d. number of channels available at any one time.
e. profitability potential of a proposed channel.
61. The capacity of an information channel is influenced by all of these except:
a. the ability to establish a personal focus.
b. the ability to handle multiple cues simultaneously.
c. the ability to facilitate rapid, two-way feedback.
d. the ability to minimize costs.
e. both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.
62. Which of these is the richest medium for communication?
a. Telephone conversations
b. Face-to-face contact
c. Electronic media
d. Written media
e. Voice mail
63. does not focus on a single receiver, uses limited information cues, and does not permit feedback.
a. Bulletins
b. Telephone conversations
c. Video conference
d. Face-to-face contact
e. A personal memo
64. Which of the following comprises the lowest channel richness?
a. Electronic mail
b. Bulletins
c. Face-to-face talk
d. Telephone
e. Memos
65. refer(s) to typically ambiguous, concern novel events, and impose great potential for misunderstanding.
a. Nonroutine messages
b. Channel richness
c. Routine messages
d. Feedback
e. Nonverbal communications
66. When informing your staff of the date for the company picnic, a would be most practical and successful.
a. memo
b. telephone
c. video conference
d. face-to-face contact
e. newspaper notice
67. Messages that convey data or statistics or simply put into words what managers already agree on and understand
are referred to as:
a. non–routine messages.
b. routine messages.
c. instant messages.
d. grapevine messages.
e. qualitative messages.
68. The term is defined as “an individual’s level of fear or anxiety associated with either real or anticipated
communication.”
a. leadership trepidation
b. public consternation
c. anticipation nervousness
d. communication medium
e. communication apprehension
69. What percentage of a manager’s time is spent in direct communication?
a. 20 percent
b. 100 percent
c. 50 percent
d. 80 percent
e. 40 percent
70. An example of non-verbal communication is all of these except:
a. posture.
b. facial expression.
c. voice.
d. written memo.
e. body language
71. Non-verbal communication has the biggest impact when using .
a. video conference
b. telephone
c. formal letter
d. face to face communication
e. newspaper article
72. is defined as communication transmitted through actions and behaviors rather than through words.
a. Verbal communication
b. Oral communication
c. Written communication
d. Nonverbal communication
e. Electronic mail
73. Most executives now believe that important information flows from the:
a. top down.
b. bottom up.
c. diagonal level.
d. horizontal level to diagonal level.
e. internal to external.
74. The skills of require receiving messages to accurately grasp facts and feelings to interpret the meaning of
the message.
a. communication
b. listening
c. managing
d. reception
e. telling
75. Listening is of effective communication.
a. 10 percent
b. 25 percent
c. 40 percent
d. 50 percent
e. 75 percent
76. Highly successful salespeople spend of a sales call letting the customer talk.
a. 15–20 percent
b. 40-50 percent
c. 60–70 percent
d. all
e. none
77. Keys to effective listening include all of the following EXCEPT:
a. find areas of interest.
b. listen for ideas.
c. be responsive.
d. have preconceptions.
e. all of these are keys to effective listening.
78. Which of the following is(are) part of keys to effective listening?
a. Listen for facts
b. Listen for ideas
c. Be passive, laid back
d. Have preconceptions
e. All of these
79. Characteristics of a good listener are someone who:
a. asks questions, listens for facts, and avoids distractions.
b. asks questions, summarizes, and listens to central themes.
c. shows interest, judges content, and has preconceptions.
d. listens between lines, starts to argue, and works hard.
e. shows interest, works hard, and starts to argue.
80. Good listeners exhibit all of the following characteristics EXCEPT:
a. asking questions.
b. having preconceptions.
c. tolerates bad habits.
d. judges content, not delivery errors.
e. all of these.
81. When an electronic mail system is installed as part of the communication system, what element of the
communication process is changed?
a. Channel
b. Message
c. Sender
d. Filter
e. Receiver
82. exist(s) when organizations do not provide adequate upward, downward and horizontal communication.
a. Status and power differences
b. Differences across departments in terms of needs and goals
c. Absence of formal channels
d. Communication flow
e. Semantics
83. Which of the following is described by the text as a communication channel that flows within the chain of command
or task responsibility defined by the organization?
a. Formal communication
b. Horizontal communication
c. Downward communication
d. Upward communication
e. Diagonal communication
84. Which of the following is the most familiar and obvious flow of formal communication?
a. Downward communication
b. Gossips
c. Horizontal communication
d. Upward communication
e. Vertical communication
85. Downward communication is usually used to communicate information about all of the following EXCEPT:
a. indoctrination.
b. procedures.
c. performance feedback.
d. suggestions for improvement.
e. implementation of goals.
86. Information distortion or loss of message content is a major problem with:
a. upward communication.
b. formal communication.
c. downward communication.
d. informal communication.
e. horizontal communication.
87. Messages that appraise how well individuals and departments are doing their jobs are called:
a. job instructions.
b. implementation of strategies.
c. practices.
d. performance feedback.
e. indoctrination.
88. Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees
to outline the company’s goals for the coming year. This is an example of what type of organizational
communication?
a. Virtual communication
b. Grapevine communication
c. Lateral communication
d. Downward communication
e. Upward communication
89. Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new
trainee, how her job relates to other organizational activities. This encompasses which downward communication
topic?
a. Goals
b. Practices
c. Performance feedback
d. Indoctrination
e. Job instructions