Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
Test File: Chapter 14: Communication
Multiple Choice
1. Managers need __________, which comes from who managers know and how well
managers relate to them, to get things done while working with other people.
a) social capital
b) intellectual capital
c) a high economic status
d) a high intelligence quotient
2. The process of sending and receiving symbols with meanings attached is called __________.
a) transmission
b) reception
c) communication
d) notification
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
3. The __________ element of the communication process conveys the receiver’s response
back to the sender.
a) noise
b) feedback
c) evaluation
d) interpretation
4. __________ communication occurs when the receiver fully understands the intended
meaning of the message.
a) Efficient
b) Effective
c) Transactional
d) Transmission
5. Tom is trying to save money by having a telephonic conversation with an important customer
instead of flying in to talk to him directly. Tom is trading communication __________ for
communication __________.
a) effectiveness; richness
b) effectiveness; efficiency
c) efficiency; effectiveness
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
d) richness; noise
6. Effective communication occurs when:
a) a message is encoded and sent.
b) a message gets delivered to the receiver.
c) the receiver fully understands the sender’s intended message.
d) the receiver responds back to the sender.
7. __________ gets someone else to accept, support, and act consistently with the sender’s
message.
a) Feedback
b) Persuasive communication
c) Transactional communication
d) Reception
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
8. __________ occurs when the cost of the communication is minimal.
a) Efficient communication
b) Effective communication
c) Transactional communication
d) Transmission communication
9. __________ earns trust, respect, and integrity in the eyes of others.
a) Efficient communication
b) Nonverbal communication
c) Credible communication
d) Filtered communication
10. In the communication process, poor choice of communication channels, poor written or oral
expression, and failure to recognize nonverbal signals are examples of __________.
a) noise
b) static
c) feedback
d) mixed messaging
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
11. As the leader of a research project, Tim plans to communicate the project details with his
team members. He writes a mail to each member in order to brief them about the project and
explain their roles and responsibilities. Tim is in the __________ stage of the communication
process.
a) encoding
b) transmission
c) decoding
d) feedback
12. __________ presents a message in a manner that causes others to accept and support it.
a) Noise
b) Persuasive communication
c) Informative communication
d) Feedback
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
13. Wireless transmission is a form of communication __________.
a) barrier
b) feedback
c) channel
d) filter
14. A __________ is the pathway used to carry a message.
a) communication flow
b) communication channel
c) communication reception
d) communication protocol
15. Anything that interferes with the effectiveness of a communication process is called
_________.
a) interference
b) disruption
c) noise
d) confusion
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
16. Information filtering and physical distractions are examples of __________ in the
communication process.
a) chaos
b) encoding
c) reception
d) noise
17. The capacity of a communication channel to effectively carry information is called
__________.
a) channel richness
b) proxemics
c) transmission quality
d) interactive capacity
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
18. A communication channel that is capable of carrying enough information to assure good
personal two-way communication is said to have __________.
a) no noise
b) a high channel richness
c) enough adaptability
d) an open channel
19. Which of the following forms of communication provides the highest quality and quantity of
information?
a) Telephone
b) E-mail
c) Face-to-face
d) Television
20. Which of the following communication channels works best when we need immediate
feedback?
a) E-mail
b) Text messages
c) Web sites
d) Face-to-face
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
21. Which of the following forms of communication provides the lowest quality and quantity of
information?
a) Telephone
b) E-mail
c) Face-to-face
d) Postings on bulletin boards
22. Which of the following communication channels is an example of an impersonal, one-way
interaction with limited opportunity for feedback?
a) E-mails
b) Face-to-face
c) Telephone calls
d) Video-conferencing
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
23. Which of the following communication channels has the highest channel richness?
a) A memo
b) A face-to-face interaction
c) A voice-mail
d) A Web site
24. Communication through gestures and body language is called __________ communication.
a) alternate
b) nonverbal
c) silent
d) poor
25. Which of the following is NOT an example of nonverbal communication?
a) Hand movements
b) Facial expressions
c) Eye contact
d) Written memo
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
26. A(n) __________ results when a person’s words communicate one thing while his or her
nonverbal actions communicate something else.
a) effective communication
b) clear message
c) mixed message
d) nonverbal communication
27. If Susan intentionally distorts information in order to make it appear more favorable to her
boss, she is engaging in __________.
a) channel enriching
b) information filtering
c) noise creation
d) active screening
28. __________ causes information filtering.
a) Channel richness
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
b) Channel noise
c) Status difference
d) Active listening
29. Jerry is the production manager at Good Cookies LLC. He regularly keeps the negative
numbers in the monthly reports from his boss in order to match his boss’s expectation. Jerry
is guilty of __________.
a) information filtering
b) mixed messaging
c) active listening
d) downward manipulation
30. __________ is the process of taking action to help others say what they really mean.
a) Verbal support
b) Feedback
c) Active listening
d) Filtering
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
31. __________ involves being disciplined, controlling one’s emotions, and withholding
premature evaluations that turn off another party’s willingness to communicate.
a) Active listening
b) Verbal support
c) Feedback
d) Filtering
32. Which of the following is NOT one of the five rules of active listening?
a) Respond to feelings.
b) Listen for feelings.
c) Focus only on the nonverbal cues.
d) Listen for message content.
33. In addition to listening to the words that someone is saying, it is also important to
__________.
a) discourage emotional outbursts
b) judge their intentions
Schermerhorn & Bachrach / Exploring Management, 5th Edition Test Bank
c) take note of all the nonverbal cues
d) dismiss their feelings
34. __________ is the process of telling someone else how you feel about something that person
said or did.
a) Active listening
b) Interpretation
c) Noise
d) Feedback
35. While giving feedback, one should avoid:
a) being specific.
b) worrying about timing.
c) being threatening.
d) having valid comments.
36. Which of the following should NOT be done when giving constructive feedback?
a) Being direct
b) Keeping the feedback general rather than specific
c) Giving feedback at a time when the receiver seems most willing
d) Being specific
37. __________ involves being honest and openly sharing accurate and complete information.
a) Corporate communication
b) Communication transparency
c) Glass door communication
d) Active listening
38. In a(n) __________, managers provide employees with essential financial information about
their employers.
a) corporate communication
b) open-book management
c) autocratic management
d) active listening