Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
Chapter 13: Communication and Information Technology
Test Bank
Multiple Choice
1. HR professionals rated ______ skills as the most valuable knowledge, skill, or ability
for career success.
a. managerial
b. technical
c. interpersonal communication
d. decision-making
2. Communication is the process of transmitting ______.
a. data and concepts
b. information and meaning
c. words and images
d. facts and opinions
3. The CEO of ClubCorp told his vice president to cut costs by 10% or other parts of the
budget would have to be cut. This illustrates what form of communication flow?
a. downward vertical
b. upward vertical
c. horizontal
d. grapevine
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
4. Hierarchical structures create ______ communication.
a. grapevine
b. vertical
c. informal
d. horizontal
5. The manager of marketing informed an operations supervisor that he overheard the
vice president of human resources discussing some possible layoffs before the end of
the year. What form of communication is taking place?
a. downward vertical
b. upward vertical
c. horizontal
d. grapevine
6. Which of the following is NOT considered a quality of useful information?
a. timely
b. detailed
c. relevant
d. understandable
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
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7. ______ is a global collection of computer networks linked together to exchange data
and information.
a. World Wide Web
b. The Internet
c. Cloud computing
d. Big data
8. The connection of many different non-computer devices to the Internet is called
______.
a. the Internet of Things
b. network appliances
c. cloud computing
d. distributed computing
9. The practice of storing data and software on the Internet and then accessing it and
running it from office computers is called ______.
a. the Internet of Things
b. network appliances
c. cloud computing
d. distributed computing
10. Information technology has had a negative impact on ______.
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
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a. information richness
b. informational accuracy
c. work-life balance
d. personal productivity
11. Which of the following is NOT traditionally a part of an information network?
a. databases
b. competitors
c. customers
d. suppliers
12. Alenova manages a local perfume shop with three employees. Which of the
following would she want to use to manage her payroll?
a. TPS
b. MIS
c. DSS
d. IPS
13. All of the following are logical uses of transaction processing systems, EXCEPT
______.
a. evaluating the possible effects of alternative decisions
b. recording of sales transactions
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c. processing of checks and deposits
d. buying and selling of stocks
14. All of the following are types of information systems, EXCEPT ______.
a. TPS
b. DSS
c. IPS
d. MIS
15. ______ uses manager’s insights in an interactive computer-based process to assist
in making non-routine decisions.
a. MIS
b. TPS
c. IPS
d. DSS
16. What process takes place between a sender who encodes a message and transmits
it through a channel to a receiver who decodes it and may give feedback?
a. encode/decode process
b. communication process
c. data interchange process
d. networking process
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
17. Which of the following is NOT considered one of the major communication barriers?
a. noise
b. emotions
c. personality
d. channel selection
18. After George presented his proposal to the board of directors, he asked if there was
anything they did not understand. George was performing the fourth stage of the
communication process, which is ______.
a. feedback
b. active listening
c. confirmation
d. participation
19. The role of ______ is to ensure mutual understanding of the message?
a. decoding
b. feedback
c. encoding
d. transmitting
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
20. During Gene’s meeting with his manager, his manager spent about five minutes
reviewing the highly complex new accounting procedures Gene was expected to
implement within his department. Which of the following types of communication
barriers does this situation likely represent?
a. noise
b. information overload
c. trust and credibility
d. filtering
21. Getting the listener’s full attention, questioning him or her, and asking him or her to
paraphrase the message are all techniques to overcome which communication barrier?
a. noise
b. information overload
c. channel selection
d. poor listening
22. Semantics and jargon are related to which of the following communication barriers?
a. poor listening
b. trust and credibility
c. perception
d. filtering
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
23. Thurston asked his employee, Connor, how the monthly report was coming along,
since it was due soon. Connor told Thurston it was nearly complete and would be ready
by the deadline. Thurston then went to Connor’s administrative assistant, Sean, and
asked Sean to confirm what Connor had said. The primary barrier to communication in
this situation is ______.
a. poor listening
b. filtering
c. trust and credibility
d. perception
24. Thurston asked his employee, Connor, how the monthly report was coming along,
since it was due soon. Connor told Thurston it was almost done, even though he hadn’t
done anything other than generate a few graphs that would be included in the report.
The primary barrier to communication in this situation is ______.
a. trust and credibility
b. filtering
c. poor listening
d. perception
25. Molly and Filippe were having a discussion at work one day about the new computer
systems. Molly is British and said she was “dead chuffed” to have been chosen to work
on the new system. Filippe heard this and immediately told his supervisor that Molly did
not like the new computer system. In reality, Molly is very pleased to be involved. Which
part of the communication process went amiss?
a. stage 1
b. stage 2
c. stage 3
d. stage 4
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
26. Molly and Filippe were having a discussion at work one day about the new computer
systems. Molly is British and said she was “dead chuffed” to have been chosen to work
on the new system. Filippe heard this and immediately told his supervisor that Molly did
not like the new computer system. In reality, Molly is very pleased to be involved. Which
communication barrier seems to be at play?
a. language/culture
b. emotions
c. filtering
d. noise
27. ______ refers to the skills required to effectively communicate with people from
different cultures who may, or may not, speak a different language.
a. Acquiring communications expertise
b. Multicultural communications
c. International communication effectiveness
d. Culturally appropriate exchanges
28. Recruiters say that ______ communication skills are still more important than
texting.
a. written
b. oral
c. nonverbal
d. body language
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29. One of the major disadvantages of oral communications is that it ______.
a. discourages feedback
b. is usually harder than written communications
c. is usually slower than written communications
d. leaves no record of what was communicated
30. ______ are the appropriate channels for delegating tasks, coaching, disciplining,
and developing good relationships.
a. Face-to-face conversations
b. Telephonic conversations
c. Presentations
d. Meetings
31. When offering a presentation, is it not required that one ______.
a. discuss the main points in detail
b. create a visual such as PowerPoint
c. end with a summarization of the main points
d. offer a purpose statement to the audience
32. Giving someone a wink or a dirty look would be considered which element of body
language?
a. facial expressions
Instructor Resource
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b. haptics
c. gestures
d. posture
33. Telephone conversations are appropriate for all of the following, EXCEPT ______.
a. quick exchanges
b. coaching
c. reducing travel
d. checking on the status of a project
34. ______ are commonly used to send an intraorganizational message.
a. Reports
b. Memos
c. Letters
d. Posters
35. Mehreen is the owner/manager of a fudge factory in the popular resort of Lakeside.
She is planning to go on vacation for a week and wants to make sure all the employees
know that Juanita, the assistant manager, has legitimate power during the week. Lynn
should ______ describing her plans.
a. send out a newsletter
b. put a notice on the bulletin board in the backroom
c. send out a memo, probably over e-mail
d. send everyone a letter
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
36. When your oral communication conflicts with your nonverbal communication, be
aware that people tend to ______.
a. give equal weight to nonverbal and oral elements
b. disregard both the oral and nonverbal messages
c. give more weight to nonverbal than oral elements
d. give more weight to oral than nonverbal elements
37. Which of the following forms of written communication can also be nonverbal and
graphic communication?
a. newsletters and signs
b. reports and memos
c. posters and signs
d. bulletin boards and memos
38. ______ are used to convey information, evaluation, analysis, and/or
recommendations to management or colleagues.
a. Letters
b. Bulletin boards
c. Reports
d. Memos
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39. Which of the following forms of written communication would most likely be used to
communicate with people outside of the organization?
a. bulletin boards
b. letters
c. reports
d. memos
40. ______ refers to the amount of information and meaning conveyed through a
channel.
a. Channel resolution
b. Media density
c. Media richness
d. Channel quality
41. As a general rule, a written message is not appropriate for delivering ______.
a. detailed instructions
b. facts and figures
c. messages to several people
d. a difficult message
42. Due to budget cuts, Alec has been asked by his senior managers to lay off three
people. Which form of communication should Alec use with those three people?
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
a. written channel by making a presentation to each individual
b. written channels by sending an e-mail to all involved
c. oral channels
d. a combined channel by talking to everyone and then sending out a memo
43. Which of the following channel combinations is least likely?
a. nonverbal and written
b. nonverbal and oral
c. oral and written
d. oral, nonverbal, and written
44. Solomon is currently meeting with his manager, Shayla, about his performance
appraisal. He wants his nonverbal communication to convey to Shayla that he is open to
her feedback. Which of the following things should he NOT do?
a. lean forward
b. gesture frequently
c. smile
d. cross his legs
45. When planning a message, one should not consider ______.
a. who should receive the message
b. what feedback will result from the message
c. when the message will be transmitted
d. where the message will be transmitted
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
46. A message such as “Please copy this document” is a simple message and therefore
______.
a. must be offered orally
b. needs minimal planning
c. should be offered in written and oral form
d. might be misinterpreted
47. Business is booming! Out of excitement, you sent out a memo that told everyone
that you would be giving everyone vacations once this quarter’s sales figures were
posted on August 1st. Subsequently, everyone in your department planned a vacation
for August 1st through the 7th. What was wrong with your message?
a. The who: You did not send the message to the correct people.
b. The how: You did not encode your message correctly in terms of when the vacations
would be.
c. The when: You did not send the message at the right time.
d. The where: You did not send the message in the correct setting.
48. What is the first step of the message-sending process?
a. State your communication objective.
b. Transmit your message.
c. Develop rapport.
d. Check the receiver’s understanding.
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49. What is the third step of the message-sending process?
a. Get a commitment and follow up.
b. Develop rapport.
c. State your communication objective.
d. Transmit your message.
50. What is the final step of the message-sending process?
a. State your communication objective.
b. Check the receiver’s understanding.
c. Get a commitment and follow up.
d. Develop rapport.
51. The best way to get feedback is to ______.
a. combine channels
b. ask for it
c. use oral communication
d. use written communication
52. Which of the following is usually not a good practice for getting feedback on
messages?
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
a. Be open to feedback.
b. Be aware of nonverbal communication.
c. Ask the receiver if they have any questions.
d. Ask the receiver to paraphrase the message.
53. It is important for a manager to be open to feedback because ______.
a. the receivers are doing most of the work
b. receivers won’t ask questions of managers who get upset when asked
c. feedback eliminates the need for follow up
d. feedback is more likely to be positive than negative
54. If you are delivering a message and the receivers have a puzzled look, you can
surmise ______.
a. they are upset
b. they are not listening
c. they dislike you
d. they do not understand
55. To tell if the receiver has been listening, a communicator should ______.
a. evaluate the receiver’s immediate actions
b. ask direct questions of the receiver
c. ask for a written response from the receiver
d. consider the receiver’s body language
Instructor Resource
Lussier, Management Fundamentals 8e
SAGE Publishing, 2019
56. Checking the receiver’s understanding is difficult when using Facebook because
______.
a. there is no way for the receiver to give feedback
b. you cannot ask questions
c. the message is always public
d. you cannot tell if the receiver has even read the message
57. The process of receiving messages does not include ______.
a. listening
b. analyzing
c. feedback
d. checking understanding
58. Active listening includes all of the following, EXCEPT ______.
a. paraphrasing
b. using reflective responses
c. evaluating constantly
d. asking open-ended questions