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Student name:__________
1) Explain the elements in the communication process.
2) How may nonverbal messaged differ from other forms of communication?
3) You are making a presentation to a CEO on communication, and she states “we don’t
need upward communications here and even if we did, I have no idea on how to promote it.”
Based on what you have learned in this course, how would you reply?
4) Describe the role played by interpersonal communication in organizations.
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5) What is meant by multicultural communication and why is it increasingly important?
6) Identify seven significant barriers to effective communication. Provide examples of how
these barriers may impact a student at this institution.
7) List some of the positive and negative consequences of groups developing and using
words and phrases that have meaning only to members.
8) Name three things that you, as a manager, can do to improve communication in a diverse
organization.
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9) The regulation of communication can ensure an optimum flow of information to
managers, thereby eliminating the barrier of _______________.
A) nonverbals
B) communication filtering
C) communication overload
D) interpersonal communication
10) Encoding translates the communicator’s ideas into a systematic set of _______________
that the receiver can understand.
A) symbols
B) words
C) ideas
D) media
11) When describing the elements of the communications process, the __________ is the
carrier of the message.
A) medium
B) portal
C) linkage
D) transmission
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12) In an organizational framework, the communicator is an employee, manager, or customer
with ______________.
A) ideas, intentions, information
B) ideas, intentions, information and a purpose for communicating
C) a higher status than the receiver
D) ideas, intention and status
13) One-way communication processes are those that do not allow _______________
feedback.
A) receiver-to-receiver
B) receiver-to-communicator
C) communicator-to-communicator
D) All of the choices are correct.
14) For the communication process to be completed, the message must be _______________
in terms of relevance to the receiver.
A) received
B) transmitted
C) decoded
D) confirmed
15) Winking one eye most often signals _______________.
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A) disbelief
B) intimacy
C) impatience
D) confusion
16) All of the following are forms of indirect feedback except:
A) Declines in productivity
B) Increased absenteeism
C) Frowning during a face-to-face meeting
D) Conflict between units
17) Physical cues such as distance, posture, and gestures indicate the _______________ of
the emotion being expressed.
A) type
B) intensity
C) origin
D) All of the choices are correct.
18) Common forms of _______________ communication include job instructions, official
memos, policy statements, manuals, and company publications.
A) upward
B) downward
C) horizontal
D) diagonal
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19) In addition to happiness, a smile can also indicate:
A) Contempt
B) Fear
C) Resignation
D) All of the choices are correct.
20) In many organizations, downward communication is often _____.
A) incomplete
B) inadequate
C) inaccurate
D) All of the above.
21) Examples of common _______________ information flows include suggestion boxes,
group meetings, and appeal or grievance procedures.
A) upward
B) downward
C) horizontal
D) diagonal
22) _______________ communication provides managers with feedback about current
problems and information about day-to-day operations that they need for making decisions.
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A) Upward
B) Downward
C) Horizontal
D) Diagonal
23) Employees often go through four stages when high-level decisions are developed and
implemented: these stages are _______________.
A) speculate, digest, make a conclusion, respond
B) digest, deliberate, make a conclusion, respond
C) speculate, digest, deliberate, make a conclusion
D) speculate, digest, deliberate, respond
24) When an organization communicates a high-level communication after reaching a
conclusion, an employee will _____________ the decision.
A) embrace, endure, or resist
B) accept
C) reject, or passively resist
D) All of the above are correct.
25) When the chairperson of the accounting department communicates with the chairperson
of the marketing department about the course offerings in a college, the flow of communication
is:
A) Top to bottom
B) Bottom to top
C) Diagonal
D) Horizontal
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26) A medium that enables high richness is more likely to result in _______________
between individuals or groups.
A) miscommunication
B) conflict
C) cooperation
D) common understanding
27) _______________ presents products or services in a positive manner, in an effort to
attract customers, clients, or patients.
A) Public relations
B) Advertising
C) Promoting
D) Customer/Client/Patient surveys
28) _______________ is/are designed to attract employee talent to sustain and grow the
organization.
A) Public relations
B) Advertising
C) Promoting the culture and opportunities available
D) Customer/Client/Patient surveys
29) _______________ communication cuts across functions and levels in an organization.
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A) Upward
B) Downward
C) Horizontal
D) Diagonal
30) The Internet was developed in the 1960s by _______________ as a way to ensure that
communications could survive a military attack.
A) the Japanese
B) Harvard University
C) the U.S. Department of Defense
D) NASA
31) A _______________ is a network node (hardware and/or software) set up to prevent
traffic from crossing into a private intranet.
A) firewall
B) virus scanner
C) server
D) encryption device
32) Corporate use of instant messaging (IM) is expected to grow rapidly for all of the
following reasons except:
A) IM offers real-time communication among geographically dispersed employees
B) IM is an inexpensive alternative to travel
C) Responses are more accurate than verbal communication
D) IM demands the immediate attention of its users
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33) Which of the following statements about texting is false?
A) Texting is less expensive than many other forms of advertising
B) Fifty percent of all texts are read within three minutes of being received
C) Texting is the favorite form of communication among young consumers
D) People read the vast majority of their text messages
34) Electronic meeting software (EMS) allows meeting facilitators to:
A) Poll meeting participants
B) Analyze voting results
C) Create detailed reports
D) All of the choices are correct.
35) A downward glance during a brief encounter in an office can mean _______________.
A) modesty
B) embarrassment
C) a lack of respect
D) Any of the above.
36) Cultural anthropologists Edward T. and Mildred R. Hall theorize that communication can
be divided into several culturally determined parts: words, space, time, and _______________.
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A) behavior
B) orientation
C) gender
D) gestures
37) The American A-OK hand gesture means _______________ in France.
A) things are fine
B) money
C) zero
D) something obscene
38) Managers from monochromic cultures tend to do all of the following except:
A) Take time commitments seriously
B) Adhere to plans
C) Handle multiple tasks simultaneously
D) Emphasize promptness
39) Managers from monochronic cultures _______________.
A) do one thing at a time and take time commitments seriously
B) adhere to plans and follow rules of privacy
C) show respect for private property and emphasize promptness
D) All of the above.
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40) _______________ the values, customs, and perspectives of other cultures is required to
facilitate communication.
A) Critiquing
B) Studying
C) Acceptance of
D) Awareness of
41) About 75 percent of all communication is:
A) Listening
B) Speaking
C) Body language
D) One-way
42) The phases of listening include all of the following except:
A) Inception
B) Action
C) Perception
D) Interpretation
43) Videoconferencing with virtual team members is an example of:
A) Very high richness
B) High richness
C) Low richness
D) Very low richness
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44) Which of the following is an example of very low richness?
A) Emailing the yearly holiday schedule to all employees
B) Leaving voice-mail
C) Asking your supervisor for a raise
D) Interviewing for a sale position
45) _______________ refers to the manipulation of information so that the receiver perceives
it as positive.
A) Layering
B) Posturing
C) Shading
D) Filtering
46) The level of _______________ that the receiver assigns to the communicator directly
affects how the receiver views and reacts to the words, ideas, and actions of the communicator.
A) credibility
B) intensity
C) respect
D) moderation
47) Filtering of information is likely to occur when employees are communicating
information to an _______________ superior.
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A) impatient
B) aggressive
C) intimidating
D) All of the choices are correct.
48) The result of a communication _______________ is that someone is left out of the formal
channel of communication who would normally be included.
A) short-circuit
B) mismatch
C) glitch
D) loop-back
49) Although estimates vary, approximately 2.3 billion spam messages are sent in the United
States a(n) ________.
A) hour
B) day
C) month
D) year
50) Managers striving to become better communicators must first improve their:
A) Messages
B) Methods
C) Media
D) Position in the organization
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51) The exception principle of management states that _______________.
A) face-to-face communication should be avoided whenever possible
B) all issues should be presented to managers except in cases of dire emergency
C) managers should only be communicated with on matters of exception
D) All of the choices are correct.
52) Value judgments are made by the receiver _______________.
A) in communication situations prior to the establishment of trust
B) in communication situations between parties of different backgrounds
C) in most communication situation
D) in every communication situation
53) Complex language has been identified as _____________ to effective communication.
A) a major barrier
B) a minor hindrance
C) having no relation to
D) beneficial to
54) ________ means refraining from doing harm.
A) Following the hypocrite oath
B) Malfeasance
C) Non-malfeasance
D) Walther’s Law
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55) The grapevine transmits information ______.
A) slowly
B) at the same rate as formal means
C) rapidly
D) deliberately
56) At least _____ percent of the gossip that travels through the grapevine is said to be true.
A) 15
B) 25
C) 50
D) 75
57) Kreps postulates ______ broad principles applicable to internal organizational
communications.
A) two
B) three
C) four
D) five
58) _______________ is the ability to put oneself in the other person’s role and to assume
that individual’s viewpoints and emotions.
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A) Sympathy
B) Transference
C) Empathy
D) All of the choices are correct.
59) What are the basic elements of the communications model?
60) Define communication.
61) Name five mediums that organizations use to provide information to members.
62) Why is two-way communication typically preferred over one-way communication?
63) What is “noise” and when in the communication process does it occur?
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64) An employee verbally states he is doing great, but his posture and facial expressions
seem to say something else. Do you think he is actually doing great?
65) The design of an organization should provide for communication in four distinct
directions. What are these directions?
66) Employees go through four stages when high-level decisions are developed and
implemented. What are these stages?
67) What is the typically the least-used channel of communication and is it of significance to
management?
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68) What is meant if a party states this is rich communication?
69) Why is face-to-face communication high in richness?
70) How do the internet, and intranet differ?
71) What is an intranet?
72) What is the difference between videoconferencing and teleconferencing?
73) What is selective listening? Provide an example.
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74) Name three things (symbols) that organizations commonly use to express hierarchical
rank.
75) What is non-malfeasance?
76) Interpersonal behavior cannot exist without interpersonal communication.
⊚ true
⊚ false
77) Effective communication is unavoidable in an organization.
⊚ true
⊚ false
78) The common symbols between a communicator and a receiver may be verbal, nonverbal,
or both.
⊚ true
⊚ false
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79) All organizational communication is meant to inform or clarify.
⊚ true
⊚ false
80) Noise can be thought of as those factors that distort the intended message.
⊚ true
⊚ false
81) Nonverbal behavior can enhance or contradict the message the communicator is sending.
⊚ true
⊚ false
82) When verbal and nonverbal messages conflict, receivers tend to place more faith in the
verbal message.
⊚ true
⊚ false
83) An effective organization needs upward communication as much as it needs downward
communication.
⊚ true
⊚ false
84) E-mail is an effective way of communicating complex messages.
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⊚ true
⊚ false
85) Texting is typically more expensive than other forms of advertising.
⊚ true
⊚ false
86) Voice-mail accounts for approximately 90 percent of telephone communication within
organizations today.
⊚ true
⊚ false
87) Sending e-mail messages has become more popular than leaving voice-mail.
⊚ true
⊚ false
88) Webinars, by definition, are a form of one-way communication.
⊚ true
⊚ false
89) Technologies will soon solve all communication problems.
⊚ true
⊚ false
90) Interpersonal communication can vary from direct orders to casual expressions.
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⊚ true
⊚ false
91) A majority of the world’s population now speaks and understands English.
⊚ true
⊚ false
92) The amount of personal space that an individual likes to maintain can shift temporarily,
depending on the physical surroundings.
⊚ true
⊚ false
93) If noise exists during a communication, complete understanding will not occur.
⊚ true
⊚ false
94) Previous experiences can cause different individuals to interpret the same communication
in different ways.
⊚ true
⊚ false
95) Communicators encode, and receivers decode without regard to their prior experiences.
⊚ true
⊚ false
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96) In every communication situation, value judgments are made by the receiver.
⊚ true
⊚ false
97) In some cases, from a practical standpoint, it is impossible to communicate through
formal communication channels.
⊚ true
⊚ false
98) Following up means assuming that you have been misunderstood.
⊚ true
⊚ false
99) Messages are more likely to be misunderstood when they are competing with other
messages.
⊚ true
⊚ false
100) Communication distortion often occurs because of differing frames of reference.
⊚ true
⊚ false
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Answer Key
Test name: chapter 13
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