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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. Communication permeates every management function.
a.
True
b.
False
4. Communication is the process by which information is transmitted from the speaker to the listener.
a.
True
b.
False
5. The process by which information is exchanged and understood by two or more people is the definition of
communication.
a.
True
b.
False
6. Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.
a.
True
b.
False
7. The sender must encode the message and select a communication channel after developing the message.
a.
True
b.
False
8. The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of
the factors involved in the communication process.
a.
True
b.
False
9. Communication can break down if sender and receiver do not encode or decode language in the same way.
a.
True
b.
False
10. Face-to-face discussion is the richest channel, in terms of channel richness.
a.
True
b.
False
11. For most women, talk is primarily a means to preserve independence and negotiate and maintain status in a hierarchy.
a.
True
b.
False
12. Men tend to use more submissive gestures when communicating with women such as tilting their heads while talking,
lowering their eyes, or putting their hands in their laps.
a.
True
b.
False
13. To inspire employees to achieve goals in today’s difficult economic environment, some male managers are shifting to
a more female-oriented communication style.
a.
True
b.
False
14. Team members, in decentralized networks, must communicate through one individual to solve problems or make
decisions.
a.
True
b.
False
15. 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
16. 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
17. Research has found that communication channels differ in their capacity to convey information.
a.
True
b.
False
18. Routine messages tend to be simple and straightforward, such as conveying data or statistics.
a.
True
b.
False
19. Research finds that the most effective way to persuade and influence others is by issuing directives.
a.
True
b.
False
20. By selecting rich channels managers can communicate nonroutine messages effectively.
a.
True
b.
False
21. Impersonal written media, including flyers and bulletins, are the lowest in channel richness.
a.
True
b.
False
22. Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding.
a.
True
b.
False
23. Managers connect with others, to persuade and influence, primarily by using impersonal written media such as fliers
and bulletins.
a.
True
b.
False
24. The choice of a communication channel can convey a symbolic meaning to the receiver.
a.
True
b.
False
25. An individual's level of fear or anxiety associated with interpersonal communications is called communication
apprehension.
a.
True
b.
False
26. In a low-context culture such as the United States, disagreeing with a superior is considered disrespectful and even
disloyal.
a.
True
b.
False
27. Conversation is a group communication process aimed at creating a culture based on collaboration, fluidity, trust, and
commitment to shared goals.
a.
True
b.
False
28. Creating a climate of trust and openness is the most important thing managers can do to enhance organization
communication.
a.
True
b.
False
29. Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.
a.
True
b.
False
30. Formulating in your mind what you are going to say next is an important part of effective listening.
a.
True
b.
False
31. 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
32. 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
33. A good listener is passive and laid back.
a.
True
b.
False
34. A poor listener listens to central themes.
a.
True
b.
False
35. A formal communication channel is a communication channel that flows within the chain of command.
a.
True
b.
False
36. The topics covered in upward communication are indoctrination and implementation of goals and strategies.
a.
True
b.
False
37. An example of upward communication is performance feedback.
a.
True
b.
False
38. Performance reports and suggestions for improvement are two types of upward communication.
a.
True
b.
False
39. Instant messaging is electronic communication that allows users to see who is connected to a network and share
information instantly.
a.
True
b.
False
40. Horizontal communication is the lateral or diagonal exchange of messages among peers or coworkers.
a.
True
b.
False
41. The major problem with downward communication is drop off, the distortion or loss of message content.
a.
True
b.
False
42. Types of information generally communicated upwards include performance reports, suggestions for improvement,
and performance feedback.
a.
True
b.
False
43. Procedures and practices are downward communication topics that define the organization’s rules, regulations,
benefits, and structural arrangements.
a.
True
b.
False
44. Interdepartmental coordination refers to messages that take place among members of the same department and
concern task accomplishment.
a.
True
b.
False
45. 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
46. 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
47. Acquisition and cultivation of personal relationships that cross departmental, hierarchical, and even organizational
boundaries refers to personal networking.
a.
True
b.
False
48. Grapevine is a type of personal channel used in many organizations.
a.
True
b.
False
49. An informal, person-to-person communication network of employees that is not officially sanctioned by the
organization refers to the grapevine.
a.
True
b.
False
50. Social media does not include blogs and wikis.
a.
True
b.
False
51. Many firms are using social media to connect with and listen to customers.
a.
True
b.
False
52. When facing a crisis, prompt and thoughtful communications counter confusion and replace it with confidence in the
organization's leaders.
a.
True
b.
False
53. _____ 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
54. 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.
55. _____ is necessary for communication to be considered two-way.
a.
Message
b.
Channel
c.
Feedback
d.
Noise
e.
Circuit
56. The receiver _____ the symbols to interpret the meaning of the message.
a.
encodes
b.
transmits
c.
decodes
d.
responds to
e.
must ignore
57. 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
58. _____ 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
59. 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
60. 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
61. 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
62. 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
63. 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
64. Managers’ communication is _____-directed, in that it directs everyone’s attention toward the vision, values, and
desired goals of the team or organization and influences people to act in a way to achieve the goals.
a.
image
b.
idea
c.
purpose
d.
communication
e.
need
65. One of the most important things that a manager can do for the organization, according to the text, is to:
a.
talk to their employees.
b.
create a climate of trust and openness.
c.
listen to their employees.
d.
ensure that production remains high.
e.
none of these.
66. Compared to men, women tend to:
a.
use verbal language to exhibit knowledge and skill.
b.
stare and point more.
c.
enjoy demonstrating their knowledge.
d.
use their unique conversational style to show involvement.
e.
value their position at center stage.
