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67. 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.
68. The learned behaviors associated with being male or female are referred to as:
a.
racial roles.
b.
ethnocentrism.
c.
plurality.
d.
stereotypes.
e.
gender roles.
69. _____ 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
70. 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
71. 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
72. 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.
73. _____ 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
74. For complex problems, a(n) _____ network is most effective for swift, accurate problem resolution.
a.
linear
b.
centralized
c.
decentralized
d.
all of these
e.
linear and centralized
75. 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
76. 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.
77. _____ 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
78. 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.
79. 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.
80. 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
81. _____ 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
82. Which of the following has the lowest channel richness?
a.
Electronic mail
b.
Bulletins
c.
Face-to-face talk
d.
Telephone
e.
Memos
83. _____ 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
84. 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
85. 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.
86. 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
87. 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
88. An example of non-verbal communication is all of these except:
a.
posture.
b.
facial expression.
c.
voice.
d.
written memo.
e.
body language
89. 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
90. _____ 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
91. 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.
92. 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
93. Listening is _____ of effective communication.
a.
10 percent
b.
25 percent
c.
40 percent
d.
50 percent
e.
75 percent
94. 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
95. 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.
96. 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
97. 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.
98. 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.
99. 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
100. _____ 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
101. 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
102. 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
103. 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.
104. 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.
105. 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.
106. 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
107. 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
108. 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 improvement
c.
Performance reports
d.
Grievances and disputes
e.
Financial and accounting information
109. _____ 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
110. 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.
111. 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.
