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1.
(p. 126) Vertical communication is often called informal communication.
2.
(p. 127) Horizontal communication is the flow of information between colleagues and peers.
3.
(p. 131) Filtering is altering or distorting information to project a more favorable image.
4.
(p. 131) It is important to consider the receiver's perceptions before deciding to encode a message in a particular
way to ensure clear transmission of the meaning of the message.
5.
(p. 133) Low-context cultures focus on nonverbal communications and subtle cues.
6.
(p. 135) Paraphrasing is the process of having the receiver restate the message in his or her own words.
7.
(p. 135) When a message does not result in communication, the most common cause is the sender's lack of
getting feedback to ensure mutual understanding.
8.
(p. 136) The most accurate indicator of understanding is direct questioning.
9.
(p. 137) Watching nonverbal behavior is an important aspect of ensuring a message was received accurately.
10.
(p. 141) As a sender transmits a message, how you respond to the message does not directly affect
communication.
11.
(p. 142) Participative communication style demonstrates high task-high relationship behavior, using a closed
presentation for the task with an open elicitation for the relationship.
12.
(p. 142) Laissez-faire communication style demonstrates low task-low relationship behavior, responding with
the necessary open presentation.
13.
(p. 142) Consultative communication style demonstrates low task-high relationship behavior, responding with
open elicitation, some initiation, and little presentation.
14.
(p. 143) When you have all the information you need, the autocratic communication style may be appropriate.
15.
(p. 143) If the receiver is reluctant to accept a message, the laissez-faire communication style may be
appropriate.
16.
(p. 143) Feelings are neither right nor wrong, but behavior is.
17.
(p. 144) Emotional labor requires the expression of feeling through desired behavior.
18.
(p. 145) To calm emotional people, we must encourage them to be logical.
19.
(p. 145) To listen with empathy does not mean you have to agree with the person.
20.
(p. 145) Reassuring statements paraphrase feelings back to the person.
21.
(p. 125) _____ refers to the way managers design their firm to achieve the organization's mission and goals.
22.
(p. 126) _____ follows the chain of command and is recognized as official.
23.
(p. 127) _____, often called lateral communication, is the flow of information between colleagues and peers.
24.
(p. 127) _____ communication does not follow the chain of command.
25.
(p. 127) The grapevine is _____.
26.
(p. 126) "Hi, Chris, I have completed writing the minutes of the meeting and have kept it on your desk. Please
let me know if I have to correct any part of it." Identify the flow of organizational communication in this
example.
27.
(p. 126) "Dharma, can I have Jones in my office in 15 minutes? Please ask him to bring the quarterly report
along." Identify the flow of organizational communication in this example.
28.
(p. 127) "Hi, Sam, how are you? How did you like our new product range?" Identify the flow of organizational
communication in this example.
29.
(p. 127) "Hey Danny, did you know the new girl in HR is Jack's sister?" Identify the flow of organizational
communication in this example.
30.
(p. 128) _____ enables a company to tap into raw calculating power, storage, software applications, and data
from large data centers over the Internet.
31.
(p. 128) Which of the following is a feature of technology?
32.
(p. 129) The _____ consists of a sender who encodes a message and transmits it through a channel to a receiver
who decodes it and may give feedback.
33.
(p. 129) _____ is the sender's process of putting a message into a form that the receiver will understand.
34.
(p. 129) The _____ is the physical form of the encoded information, and it is transmitted through a channel.
35.
(p. 129) Which of the following is the final step of the communication process?
36.
(p. 130) "The company's Annual Sports Meet will be held on the November 15 this year." Which of the
following message transmission channels would be most appropriate for this message?
37.
(p. 130) Which of the following message transmission channels would be most appropriate to show the
turnover and taxes of a company's last four quarters to its board members?
38.
(p. 130) Which of the following message transmission channels would be most appropriate when a team needs
to sit and discuss issues relating to production?
39.
(p. 130) Which of the following message transmission channels would be most appropriate when the personal
assistant of a CEO wants to confirm the reservations for dinner at a restaurant?
40.
(p. 131) "Mr. Brown is a retired old man. Do not send him an e-mail; he doesn't use the Internet." Which of the
following communication barriers is indicated by this example?
41.
(p. 131) "Hey Alvin, do you get what I'm saying? Repeat to me what you are expected to do at the exact stroke
of midnight." Which of the following communication barriers is indicated by this example?
42.
(p. 131) "Do not smile too much. In this country, it is a sign of weakness. Look sterner." Which of the
following communication barriers is indicated by this example?
43.
(p. 131) "Could you lower the volume? I'm on the phone." Which of the following communication barriers is
indicated by this example?
44.
(p. 131) Which of the following is a way to overcome perception barriers while communicating?
45.
(p. 134) Which of the following can be helpful in overcoming global barriers to communication?
46.
(p. 134) Which of the following is the first step of the message-sending process?
47.
(p. 135) _____ is a process of having the receiver restate the message in his or her own words.
48.
(p. 135) Which of the following is the final step of the message-sending process?
49.
(p. 135) _____ is the process of verifying messages.
50.
(p. 137) When people interrupt you to talk, which of the following should you do to improve listening skills?
51.
(p. 138) Which of the following is a way to improve listening skills?
52.
(p. 137) "Let me read it again. I had a lot on my mind when you showed it to me." Which of the following
listening tips should the speaker apply in this example?
53.
(p. 138) "Can you please slow down a bit? I am jotting down some points lest I forget them." Which of the
following listening tips has the speaker applied in this example?
54.
(p. 138) "You look puzzled. I'll try to put it in simple terms." Which of the following listening tips has the
speaker applied in this example?
55.
(p. 138) "Let me think over what you said and I'll let you know my opinion." Which of the following listening
tips does the speaker want to apply in this example?
56.
(p. 141) _____ statements paraphrase the message back to the sender to convey understanding and acceptance.
57.
(p. 141) _____ is used to avoid needless arguments.
58.
(p. 141) Which among the following is an appropriate use of a probing response?
