90. Will explains to his boss that his computer has a virus, and needs to be scanned and cleaned. This is an example of
which topic of upward communication?
a. Problems and exceptions
b. Suggestions for management improvement
c. Performance reports
d. Grievances and disputes
e. Financial and accounting information
91. refers to messages designed to motivate employees to adopt the company’s mission and cultural values and
to participate in special ceremonies.
a. Job instructions
b. Implementation of strategies
c. Practices
d. Performance feedback
e. Indoctrination
92. Many organizations use suggestion boxes, open door policies, and surveys to facilitate:
a. upward communication.
b. downward communication.
c. formal communication.
d. informal communication.
e. diagonal communication.
93. Upward communication is usually used to communicate information about all of the following EXCEPT:
a. suggestions for improvement.
b. performance reports.
c. indoctrination.
d. financial and accounting information.
e. grievance and disputes.
94. Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives
and improvements?
a. Downward communication
b. Horizontal communication
c. Upward communication
d. Vertical communication
e. Informal communication
95. channels are channels that exist outside the formally authorized channels without regard for the
organization’s hierarchy of authority.
a. Management by wandering around
b. Upward communication
c. Personal communication
d. Horizontal communication
e. Downward communication
96. Ron, a new associate at Barkley and Sons, is working to cultivate personal relationships with individuals outside of
his department, in hopes that someday these relationships will help him succeed professionally. Ron is developing
which of the following?
a. Informal channel of communication
b. Personal communication network
c. Organizational grapevine
d. Focus group
e. Career pathway team
97. is the acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even
organizational boundaries.
a. Personal networking
b. The grapevine
c. Dynamic relationship
d. Network nurturing
e. Fundraising
98. Which of the following links employees in all directions, ranging from the president through middle management,
support staff, and line employees?
a. Management by wandering around
b. Vertical communication
c. Diagonal communication
d. The grapevine
e. Upward communication
99. What percent of the details passed through a grapevine is accurate?
a. 15 to 20 percent
b. 25 to 35 percent
c. 40 to 60 percent
d. 70 to 90 percent
e. 100 percent
100. According to the text, all of the following are ways managers can improve their writing skills EXCEPT:
a. writing lengthy explanations.
b. respecting the reader.
c. getting a second opinion.
d. knowing your point and get to it.
e. writing clearly rather than impressively.
101. The four primary skills for communicating in a crisis include all of the following EXCEPT:
a. staying calm.
b. being visible.
c. getting the awful truth out.
d. communicating a vision for the future.
e. all of these are skills for communicating in a crisis.
102. Which of the following is the best advice for written communication that is highly important?
a. Use technology channels to distribute the message
b. Use pretentious language
c. Keep it long
d. Use jargon
e. Get a second opinion
Scenario – Amy Holmes
One of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness with high
intelligence and creativity, Amy has been successful in attracting and building a highly committed and competent
division of employees. When interviewed by the national news media for insight into her success, one of the topics
that became a primary focus was the challenge of communicating effectively.
103. In selecting the best channel for complex communication, Amy suggests to select the richest channel possible.
Characteristics that Amy suggests a manager should recognize include all of these EXCEPT which one?
a. The channel’s ability to handle multiple cues simultaneously
b. The ability to facilitate rapid two-way feedback
c. The ability to establish a personal focus for the communication
d. The ability to clarify and rapidly reduce communication stereotyping
e. All of these are valid characteristics of channel richness.
104. Amy also agrees with the research that suggests that “nonverbal messages convey thoughts and feelings with
greater force than do our most carefully selected words.” Nonverbal messages include all of the following
EXCEPT which one?
a. Facial expressions
b. Posture and dress
c. Voice and mannerisms
d. Blushing and perspiring
e. A written memo
105. Amy believes that successful managers solicit and respond to upward communication. Information that can be
expected with upward communication includes all of the following EXCEPT which one?
a. Procedures and practices
b. Suggestions for improvement
c. Financial and accounting information
d. Performance reports
e. All of these are included.
106. can be defined as the process by which information is exchanged and understood by two or more people,
usually with the intent to motivate or influence behavior.
107. occurs when the receiver responds to the sender’s communication with a return message.
108. To a message is to select the symbols used to compose a message.
109. The is the tangible formulation of the idea that is sent to the receiver.
110. To translate the symbols used in a message for the purpose of interpreting its meaning is called .
111. refers to messages sent through human actions and behaviors rather than through words.
112. A(n) is a team communication structure in which team members communicate through a single individual to
solve problems or make decisions.
113. In a(n) network, individuals can communicate freely with other team members.
114. The amount of information that can be transmitted during a communication episode is known as .
115. messages are typically ambiguous, concern novel events, and impose great potential for misunderstanding.
116. involves the skill of grasping both facts and feelings to interpret a message’s genuine meaning.
117. channels are those that flow within the chain of command or task responsibility defined by the organization.
118. refers to the messages and information sent from top management down to subordinates.
119. The major problem with downward communication is known as communication .
120. Formal includes messages that flow from the lower to the higher levels in the organization’s hierarchy.
121. communication is the lateral or diagonal exchange of messages among peers or coworkers.
122. Messages that take place among members of the same department and concern task accomplishments are called
_____.
123. Interdepartmental messages that facilitate the accomplishment of joint projects or tasks are called .
124. Messages that are designed to share information among teams and departments that can help the organization
change, grow, and improve are called .
125. channels exist outside the formally authorized channels and do not adhere to the organization‘s hierarchy of
authority.
126. The is an informal, person-to–person communication network of employees that is not officially sanctioned
by the organization.
127. List the three formal communication channels found in organizations.
128. List the five types of upward communication.
129. Briefly describe the communication process.
130. Describe the difference between centralized networks and decentralized networks.
131. Describe the concept of channel richness, specify the richest channel, and explain why it is so rich.
132. Define nonverbal communication and briefly discuss its importance to communicating in organizations.
133. What is downward communication and what are five topics generally included with downward communication?
134. Describe the three categories of horizontal communication.