Chapter 13: Communication and Information Technology
Test Bank
MULTIPLE CHOICE
1. Communication is the process of transmitting __________.
a.
data and concepts
b.
information and meaning
c.
words and images
d.
facts and opinions
2. The CEO of ClubCorp told his vice president to cut costs by 10% or, unfortunately, 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
3. 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
4. Which of the following is not considered a quality of useful information?
a.
Timely
b.
Detailed
c.
Relevant
d.
Understandable
5. ________ 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
6. 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
7. 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
8. Information technology has had a negative impact on _______________.
a.
information richness
b.
informational accuracy
c.
work-life balance
d.
personal productivity
9. Which of the following is not traditionally a part of an information network?
a.
Headquarters
b.
Competitors
c.
Customers
d.
Suppliers
10. Within an information network, the headquarters facility has direct contact with all groups,
except _________.
a.
remote facilities
b.
suppliers
c.
databases
d.
customers
11. 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
12. 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
c.
processing of checks and deposits
d.
buying and selling of stocks
13. All of the following are types of information systems, except _____________.
a.
TPS
b.
DSS
c.
IPS
d.
MIS
14. ________________ uses manager’s insights in an interactive computer-based process to assist
in making nonroutine decisions.
a.
MIS
b.
TPS
c.
IPS
d.
DSS
15. 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
16. Which of the following is not considered one of the major communication barriers?
a.
Noise
b.
Emotions
c.
Personality
d.
Channel selection
17. After George presented his proposal to the board of directors, he asked if there was anything
they did not understand. What was George encouraging?
a.
Feedback
b.
Active listening
c.
Confirmation
d.
Participation
18. 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
19. 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
20. Semantics and jargon are related to which of the following communication barriers?
a.
Poor listening
b.
Trust and credibility
c.
Perception
d.
Filtering
21. 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
22. 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
23. 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
24. 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
25. One of the major disadvantages of oral communications is that __________.
a.
it discourages feedback
b.
it is usually harder than written communications
c.
it is usually slower than written communications
d.
it leaves no record of what was communicated
26. _____________ are the appropriate channels for delegating tasks, coaching, disciplining, and
developing good relationships.
a.
Face-to-face conversations
b.
Telephone conversations
c.
Presentations
d.
Meetings
27. When offering a presentation, one need not ____________.
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
28. Giving someone a wink or a dirty look would be considered which element of body language?
a.
Facial expressions
b.
Haptics
c.
Gestures
d.
Posture
29. 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
30. ___________ are commonly used to send an intraorganizational message.
a.
Reports
b.
Memos
c.
Letters
d.
Posters
31. Lynn 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
32. Every quarter, Ralph delivers a detailed financial report to the senior managers of his
accounting firm. Ralph has good presentation skills and is very thorough in his work but every
quarter, the senior managers seem to be confused, missing the main point, and have to ask
Ralph a variety of questions. What is probably wrong?
a.
Ralph is using the wrong numbers.
b.
Ralph is depending too much on oral communications.
c.
Ralph is not using PowerPoint in his presentation.
d.
Ralph is not using enough body language during his presentation.
33. When your oral communication conflicts with your nonverbal communication, be aware that
___________.
a.
people tend give equal weight to nonverbal and oral elements
b.
people tend to disregard both the oral and nonverbal messages
c.
people tend to give more weight to nonverbal than oral elements
d.
people tend to give more weight to oral than nonverbal elements
34. Which of the following can be a nonverbal and graphic form of written communication?
a.
Newsletters and signs
b.
Reports and memos
c.
Posters and signs
d.
Bulletin boards and memos
35. __________ are used to convey information, evaluation, analysis, and/or recommendations to
management or colleagues.
a.
Letters
b.
Bulletin boards
c.
Reports
d.
Memos
36. 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
37. ________________ refers to the amount of information and meaning conveyed through a
channel.
a.
Channel resolution
b.
Media density
c.
Media richness
d.
Channel quality
38. As 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
39. 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?
a.
Oral channels in a group setting
b.
Written channels by sending an e-mail to all involved
c.
Oral channels in a one-on-one setting
d.
A combined channel by talking to everyone and then sending out a memo
40. 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
41. 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
42. 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
43. 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
44. 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.
45. 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.
46. 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.
47. 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.
48. The best way to get feedback is to ___________.
a.
combine channels
b.
ask for it
c.
use oral communication
d.
use written communication
49. Which of the following is usually not a good practice for getting feedback on messages?
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.
50. It is important for a manager to be open to feedback because ____________.
a.
the receivers are doing most of the work
b.
receivers will avoid managers who get upset when asked questions
c.
feedback eliminates the need for follow up
d.
feedback is more likely to be positive than negative
51. 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