1. Raw figures and facts reflecting a single aspect of reality are referred to as:
a.
data.
b.
information.
c.
opinion.
d.
meaning.
e.
knowledge.
2. Which of the following is an integral characteristic of effective communication?
a.
The oral mode of transmission used by the speaker
b.
The overload of information provided to the listener by the speaker
c.
The message received by the listener is close to the meaning intended by the speaker
d.
The advanced information technology used by the speaker to communicate
e.
The presence of noise in the communication process
c
Moderate
p. 364
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Comprehension
Digital Story: Connect
3. How is information different from data?
Data are raw figures and facts reflecting a single aspect of reality.
Easy
p. 364
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United States – BUSPROG: Communication
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Knowledge
Digital Story: Engage
4. For information to be of real value to a manager, it must be accurate information. What is meant by accuracy?
a.
Accuracy means that the information must provide a valid and reliable reflection of reality.
b.
Accuracy means that information needs to be available in time for appropriate managerial action.
c.
Accuracy means that information must be communicated by using the right medium.
d.
Accuracy means that information should be analyzed.
e.
Accuracy means that information should be complete.
p. 365
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG – Analytic – Business knowledge and analytic skills
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Comprehension
Digital Story: Connect
5. Renu has the customer satisfaction statistics. In this case, Renu has:
a.
data that requires analyzing and organizing before they will be of value.
b.
information that can be used as a basis for future actions on her part.
c.
information that requires analyzing and organizing before it will be of value.
d.
data that can be used as a basis for actions on her part without any further manipulation.
e.
information that need not be analyzed.
presented in a way or form that has meaning.
p. 364
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Communication
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Comprehension
Digital Story: Engage
6. An upper-level executive at Gucci has just received a monthly sales report. The two-page analysis indicates which
urban area successfully implemented a new policy and which areas failed in their attempts along with the reasons for the
outcomes. This document is an example of:
a.
data that marketers need to understand.
b.
information because it has been analyzed.
c.
raw facts that are not easily comprehensible.
d.
data that are not in a format that could be useful for carrying out the company’s business.
e.
resources used to convert data into information.
Moderate
p. 364
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Application
Digital Story: Perform
7. Information that provides a reliable and valid reflection of the real world is said to be:
a.
accurate.
b.
complete.
c.
differentiated.
d.
systematic.
e.
dependable.
a
Accurate information provides a valid and reliable reflection of reality.
Easy
p. 365
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Knowledge
Moderate
p. 364
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Application
Digital Story: Perform
8. Information that is complete:
a.
must be available at the appropriate time.
b.
must present all pertinent facts.
c.
must accurately reflect the real world.
d.
must have bearing on the problem at hand.
e.
must be useful to managers according to circumstances.
Complete information provides the manager with all the information that he or she needs.
Moderate
p. 365
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Comprehension
Digital Story: Connect
9. Twanya is the school counselor responsible for scheduling. While looking at a set of data, she notes student evaluations
were periodically low for a certain instructor. Upon further research, she notes that evaluations were lowest for all Money
and Banking classes considered to be difficult, no matter who taught the class. Her initial information about the first
instructor was:
a.
incomplete.
b.
inaccurate.
c.
irrelevant.
d.
false.
e.
untimely.
a
Moderate
p. 365
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Reflective Thinking
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Application
Digital Story: Perform
10. Willie asks Louise, “How are sales?” and Louise responds, “1.3 million dollars.” Louise is providing _____ to Willie.
a.
conclusions
b.
evidence
c.
compilations
Digital Story: Engage
d.
information
e.
data
11. Which of the following is a medium for transmitting an oral message within an organization?
a.
A memo
b.
A report
c.
Meetings
d.
E-mail messages
e.
A handwritten note
c
and other circumstances in which the spoken word is used to transmit meaning.
Knowledge
p. 367
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
12. Which of the following is likely to make a communication process more effective?
a.
The different cultural backgrounds of the sender and the receiver
b.
The questions asked by the sender and receiver
c.
A telephone call in the middle of a job interview
d.
The emotional turmoil of the receiver of a message
e.
A disturbance in the room where a conversation is taking place
Moderate
p. 367
MGMT.GRIF.16. 12-1 – LO: 12-1
e
Data are raw figures and facts reflecting a single aspect of reality.
Moderate
p. 364
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United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Application
Digital Story: Perform
13. Vikranta is reading a policy letter about absences. In terms of the communication process, this is an example of:
a.
noise evaluation.
b.
decoding.
c.
information overload.
d.
channel selection.
e.
encoding.
Moderate
p. 366-367
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Communication
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Comprehension
Digital Story: Connect
14. Ashley was giving an interview for a job opening when her interviewer was interrupted by her assistant with an urgent
phone message. This is an example of:
a.
miscommunication.
b.
semantics.
c.
decoding.
d.
noise.
e.
oversight.
completed.
Moderate
p. 367
MGMT.GRIF.16. 12-1 – LO: 12-1
United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Application
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Communication and the Manager’s Job
Bloom’s: Comprehension
Digital Story: Connect
15. Which of the following is a disadvantage of oral communication?
a.
It is prone to being inaccurate.
b.
It is hard to use.
c.
It creates obstacles in giving feedback.
d.
It is not comfortable for managers.
e.
It requires considerable amount of preparation.
a
Moderate
p. 367
16. The best form of interpersonal communication to use when you have a personal or nonroutine message to
communicate is:
a.
horizontal.
b.
oral.
c.
downward.
d.
written.
e.
upward.
Easy
p. 368
17. If you have an informal or brief message to convey, the best form of interpersonal communication would be:
a.
oral.
b.
written.
c.
lateral.
d.
informal.
e.
downward.
18. When is oral communication most likely to be inaccurate?
a.
When pertinent details are not included
b.
When noise is excluded
c.
When a message is personal
d.
When a message includes information
e.
When a message includes data
a
or if the receiver forgets part of the message.
Moderate
p. 367
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Underatand
Digital Story: Connect
19. Oral communication is usually better than written communication when the message is:
a.
impersonal, routine, and longer.
b.
personal, routine, and longer.
c.
impersonal, routine, and shorter.
d.
personal, nonroutine, and shorter.
e.
impersonal, nonroutine, and longer.
Easy
a
p. 368
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
20. Which of the following is an advantage that written communication has over oral communication?
a.
It is more suitable when a message is nonroutine.
b.
It can be used to transfer information.
c.
It is faster than oral communication.
d.
It is more suitable when a message is personal.
e.
It provides a permanent record of an exchange.
e
Moderate
p. 368
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Comprehension
Digital Story: Connect
21. Manish is giving a party at his home and has put together a complete plan for the event. He has chosen to invite eleven
people to the party. Which type of network would be most effective in communicating the invitations?
a.
Chain
b.
Y
c.
Circle
d.
All channel
e.
Wheel
e
Moderate
p. 368
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
p. 367
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
22. A company blog at Wegmans gathers information from a group of people on a topic. For example, everyone who
interviewed a prospective job candidate could post their assessment on a blog and comment on each other’s observations.
This is an example of a(n) _____ communication network.
a.
all-channel
b.
chain
c.
wheel
d.
Y
e.
circle
a
Moderate
p. 369
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
23. Centralized networks perform with greater efficiency and accuracy when a task is _____.
a.
simple and routine
b.
simple and unconventional
c.
complex and routine
d.
complex and conventional
e.
simple and nonroutine
a
Easy
p. 369
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
24. Decentralized networks tend to perform better when a group’s task is _____.
a.
simple and nonroutine
b.
complex and nonroutine
Bloom’s: Application
Digital Story: Perform
c.
simple and conventional
d.
complex and routine
e.
simple and routine
25. Which of the following is a characteristic of vertical communication?
a.
It consists exclusively of messages from subordinates to superiors.
b.
It is limited to communication between two subsequent levels in an organization.
c.
It can involve only two people.
d.
It includes communication that flows up and down an organization.
e.
It typically covers informal reporting lines.
p. 369
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Comprehension
Digital Story: Connect
26. Which of the following is an example of upward communication in organizations?
a.
An email sent by a higher-level manager of a company appreciating the work of a fresher
b.
A leave request sent by a team member to the team manager
c.
A suggestion given by a manager in a team meeting
d.
A news letter containing information about the annual profits of an organization
e.
An email containing the specifications of a project sent by a manager to a subordinate
sharing of relevant information.
p. 369
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
27. When is downward communication most likely to occur?
a.
When an employee sends a resignation letter to a manager
b.
When a manager sends project details to a subordinate
c.
When an employee lodges an official complaint against a colleague
d.
When a team member gives suggestion to a team leader in an official meeting
e.
When an employee engages in grapevine communication
p. 370
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Comprehension
Digital Story: Connect
28. Graham, Jed, and Clara, the three production managers at Ged Inc. get together every month to discuss the
productivity of their respective teams and ways of improving the same. Which of the following is best exemplified in the
given scenario?
a.
Downward communication
b.
Vertical communication
c.
Horizontal communication
d.
Upward communication
e.
Grapevine communication
involves colleagues and peers at the same level of an organization.
p. 370
MGMT.GRIF.16. 12-2 – LO: 12-2
p. 369
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
29. Bill, the HR manager at Esposito Inc., compiles the company newsletter and in the process coordinates with the
managers of other departments. The communication seen in this scenario best exemplifies:
a.
vertical communication.
b.
upward communication.
c.
diagonal communication.
d.
horizontal communication.
e.
informal communication.
individuals from several different organizational units.
Moderate
p. 370
MGMT.GRIF.16. 12-2 – LO: 12-2
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
30. KFC used Facebook, Twitter, and the KFC website to introduce 18– to 25-year-olds to Colonel Sanders, the founder of
KFC. In this scenario, KFC used a(n) _____.
a.
social media system
b.
management information system
c.
decision support system
d.
expert system
e.
intranet
a
mimic the traditional grapevine.
Moderate
p. 376
MGMT.GRIF.16. 12-4 – LO: 12-4
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
31. Which system is typically used by online retailers to take orders from customers?
a.
Transaction-processing systems
b.
Executive support systems
c.
Artificial intelligence
d.
Expert systems
e.
Personal Digital Technology
32. Which of the following shows the correct order, from the simplest, most basic data, to the most sophisticated and
highly aggregated data?
a.
TPS, MIS, DSS, ESS
b.
DSS, TPS, ESS, MIS
c.
DSS, TPS, MIS, ESS
d.
TPS, DSS, ESS, MIS
e.
MIS, DSS, TPS, ESS
a
basic data, to the most sophisticated and highly aggregated data.
Moderate
p. 371-373
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Comprehension
Digital Story: Connect
33. A marketer for a motion picture company is determining when to release a movie to gain maximum exposure and
viewers. The marketer needs to use a(n) _____ system which has detailed information about the seasons during which
theaters receive the most number of viewers.
a.
transaction-processing
b.
decision support
a
Easy
p. 371
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organization
Bloom’s: Knowledge
Digital Story: Engage
c.
artificial intelligence
d.
management information
e.
intranet
34. Eufronio is the CEO of a company. Each morning he gets information related to the industrial environment and the
strategies used by his company’s competitors. This helps him in making informed decisions for his company. The type of
system he is using is a(n):
a.
expert system.
b.
intranet.
c.
transaction processing systems.
d.
artificial intelligence systems.
e.
executive support system.
e
global economic forecasts, and reports on competitors’capabilities.
Easy
p. 373
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
35. Which of the following is a characteristic of intranets?
a.
They allow selected outsiders limited access to an organization’s internal information system.
b.
They use artificial intelligence.
c.
They restrict the use of firewall.
d.
They are used for inter-organizational transactions.
e.
They operate within the boundaries of a single organization.
e
Intranet refers to a communication network similar to the Internet but operating within the
Moderate
p. 371
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
36. Businesses are using social media in new ways to communicate. Passengers using the services of Delta can buy tickets
on Delta’s Facebook page. This is a change in _____ systems.
a.
transaction-processing
b.
management information
c.
expert
d.
decision support
e.
integrated
a
Moderate
p. 371
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
Digital Story: Perform
37. Which of the following is considered to be a form of personal electronic technology?
a.
Artificial Intelligence
b.
Laptop computers
c.
Decision support systems
d.
Management information systems
e.
Transaction-processing systems
Easy
p. 374
MGMT.GRIF.16. 12-3 – LO: 12-3
boundaries of a single organization.
Easy
p. 374
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
38. Boeing’s information system shares quality control information with its suppliers. This is an example of a(n):
a.
intranet.
b.
extranet.
c.
Internet.
d.
executive support system.
e.
decision support systems.
delivery, thus providing product availability information quickly to outside buyers.
Moderate
p. 374
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Application
39. In _____, people work at home on their computers and communicate with colleagues and coworkers using electronic
media.
a.
blogging
b.
coworking
c.
outsourcing
d.
telemarketing
e.
telecommuting
e
electronic media.
Easy
p. 374
MGMT.GRIF.16. 12-3 – LO: 12-3
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
United States – BUSPROG: Technology
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Knowledge
Digital Story: Engage
40. Which of the following statements about the grapevine is true?
a.
It should be avoided when information needs to be transmitted quickly.
b.
It can permeate an entire organization.
c.
It is a useful way to transmit confidential information.
d.
It is limited to the boundaries of an organization.
e.
It is a formal network of communication.
41. Which of the following includes nonverbal communication?
a.
An e-mail message
b.
A Skype video conference
c.
A legal contract
d.
An iTouch
e.
A cell phone text message
p. 377
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United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Informal Communication in Organizations
Bloom’s: Comprehension
Digital Story: Connect
42. Unlike verbal communication, nonverbal communication:
a.
conveys less of the content of a message.
b.
relies on association of words.
c.
conveys message content indirectly.
d.
includes telephone conversations.
e.
includes e-mail transactions.
p. 375
MGMT.GRIF.16. 12-4 – LO: 12-4
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Forms of Communication in Organizations
Bloom’s: Comprehension
43. Michelle was an advocate for health care reform. In spite of statistics showing the cost of health care increasing after
reform, she refuses to believe that reform had led to higher costs. She has the individual barrier of:
a.
inconsistent signals.
b.
credibility.
c.
predispositions.
d.
poor listening skills.
e.
reluctance to communicate.
c
Moderate
p. 380
MGMT.GRIF.16. 12-5 – LO: 12-5
United States – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Managing Organizational Communication
Bloom’s: Application
Digital Story: Perform
44. The EPA is considering two different sticker designs for auto fuel economy. One design included a letter grade A+ to
D, but a few members argued that the letter grade fell short because it is imbued with memories people have of school.
Some others argued that it was simple and easy to understand. The result was that neither of the parties tried to understand
what the other was saying. This scenario best exemplifies the organizational barrier of:
a.
semantics.
b.
information overload.
c.
status difference.
d.
different perceptions.
e.
conflicting signals.
The scenario best exemplifies the case of different perceptions.
Moderate
p. 381
MGMT.GRIF.16. 12-5 – LO: 12-5
United States – BUSPROG: Communication – BUSPROG: Analytic
Moderate
p. 377
MGMT.GRIF.16. 12-4 – LO: 12-4
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Informal Communication in Organizations
Bloom’s: Comprehension
Digital Story: Connect
45. Which barrier to communication exists when a sender is considered an unreliable source of information?
a.
Information overload
b.
Language differences
c.
Prejudice
d.
Lack of credibility
e.
Poor listening habits
Credibility problems arise when the sender is not considered a reliable source of information.
Easy
p. 380
MGMT.GRIF.16. 12-5 – LO: 12-5
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Managing Organizational Communication
Bloom’s: Knowledge
Digital Story: Engage
46. Which of the following is an example of organizational barriers to effective communication?
a.
Conflicting or inconsistent signals
b.
Credibility about the subject
c.
Reluctance to communicate
d.
Predispositions about a subject
e.
Status differences
e
Status difference is an example of organizational barrier to communication.
Easy
p. 380
MGMT.GRIF.16. 12-5 – LO: 12-5
United States – BUSPROG: Communication – BUSPROG: Analytic
United States – AK – DISC: Communication Evolution
Managing Organizational Communication
Bloom’s: Knowledge
Digital Story: Engage
47. _____ is the process of transmitting information from one person to another.
Communication
Communication is the process of transmitting information from one person to another.
Easy
United States – AK – DISC: Communication Evolution
Managing Organizational Communication
Bloom’s: Application
Digital Story: Perform