37. Messages that appraise how well individuals and departments are doing their jobs are called
a.
job instructions.
b.
implementation of strategies.
c.
practices.
d.
performance feedback.
e.
indoctrination.
38. ____ refers to messages designed to motivate employees to adopt the company’s mission and cultural
values and to participate in special ceremonies.
a.
Job instructions
b.
Implementation of strategies
c.
Practices
d.
Performance feedback
e.
Indoctrination
39. Many organizations use suggestion boxes, open door policies, and surveys to facilitate
a.
upward communication.
b.
downward communication.
c.
formal communication.
d.
informal communication.
e.
diagonal communication.
40. Upward communication is usually used to communicate information about all of the following
EXCEPT
a.
suggestions for improvement.
b.
performance reports.
c.
indoctrination.
d.
financial and accounting information.
e.
grievance and disputes.
41. Which of these is used for solving intradepartmental problems, interdepartmental coordination, and
change initiatives and improvements?
a.
Downward communication
b.
Horizontal communication
c.
Upward communication
d.
Vertical communication
e.
Informal communication
42. When a group of workers have routine tasks to perform, a ____ communication structure allows more
time for the task to be completed.
a.
linear
b.
centralized
c.
decentralized
d.
gossip
e.
team
43. Sharon is a part of a software engineering team. Her task is to develop a diagnostic program for the
medical profession. This is a very complex task. What type of communication structure would work
best for her group?
a.
Linear
b.
Centralized
c.
Decentralized
d.
Focused
e.
All of these
44. ____ refers to a team communication structure in which team members freely communicate with one
another and arrive at decisions.
a.
Decentralized network
b.
Centralized network
c.
Linear network
d.
Circular network
e.
Gossip structure
45. A centralized network is one in which
a.
team members are free to interact with any of the team members.
b.
team members communicate through one individual to make decisions.
c.
team members communicate with an assigned partner.
d.
team members work independently and there is no need for communication.
e.
none of these.
46. For complex problems, a ____ network is most effective for swift, accurate problem resolution.
a.
linear
b.
centralized
c.
decentralized
d.
all of these
e.
linear and centralized
47. ____ channels are channels that exist outside the formally authorized channels without regard for the
organization’s hierarchy of authority.
a.
Management by wandering around
b.
Upward communication
c.
Personal communication
d.
Horizontal communication
e.
Downward communication
48. ____ is the acquisition and cultivation of personal relationships that cross departmental, hierarchical,
and even organizational boundaries.
a.
Personal networking
b.
The grapevine
c.
Dynamic relationship
d.
Network nurturing
e.
Fundraising
49. Which of the following links employees in all directions, ranging from the president through middle
management, support staff, and line employees?
a.
Management by wandering around
b.
Vertical communication
c.
Diagonal communication
d.
The grapevine
e.
Upward communication
50. The grapevine is an important means of communication that exists in companies. Most of the
information passed through the grapevine is
a.
personal information.
b.
vicious gossip.
c.
business-related.
d.
destructive because it is not accurate.
e.
none of these.
51. What percent of the details passed through a grapevine is accurate?
a.
15 to 20 percent
b.
25 to 35 percent
c.
40 to 60 percent
d.
70 to 90 percent
e.
100 percent
52. According to the text, all of the following are ways managers can improve their writing skills
EXCEPT:
a.
Write lengthy explanations
b.
Respect the reader
c.
Get a second opinion
d.
Know your point and get to it
e.
Write clearly rather than impressively
53. The four primary skills for communicating in a crisis include all of the following EXCEPT:
a.
stay calm
b.
be visible
c.
get the awful truth out
d.
communicate a vision for the future
e.
all of these are skills for communicating in a crisis
54. One of the most important things that a manager can do for the organization, according to the text, is to
a.
talk to the employees.
b.
create a climate of trust and openness.
c.
listen to the employees.
d.
ensure that production remains high.
e.
none of these.
55. Managers’ communication is _______–directed, in that it directs everyone’s attention toward the
vision, values, and desired goals of the team or organization and influences people to act in a way to
achieve the goals.
a.
image
b.
idea
c.
purpose
d.
communication
e.
need
56. Jenna composes an email from home to her boss to inform him that she will be late getting to work
that day. The act of composing an email involves which stage of the communication process?
a.
Selecting a channel
b.
Sifting through noise
c.
Providing feedback
d.
Encoding the message
e.
Decoding the message
57. Selina is meeting with her subordinate Mike for his annual performance review. At the end of the
review, Mike tells Selina that he is confused about some things she said. By asking Selina to explain
certain things in more detail, Mike is engaging in which component of the communication process?
a.
Selecting a channel
b.
Sifting through noise
c.
Providing feedback
d.
Encoding the message
e.
Decoding the message
58. Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are
about to be laid off. Which communication channel should Louise use to break the news?
a.
Face-to-face
b.
E-mail
c.
Instant messaging
d.
Telephone
e.
Handwritten letter
59. Messages that convey data or statistics or simply put into words what managers already agree on and
understand are referred to as:
a.
Non-routine messages
b.
Routine messages
c.
Instant messages
d.
Grapevine messages
e.
Qualitative messages
60. The learned behaviors associated with being male or female are referred to as:
a.
Racial roles
b.
Ethnocentrism
c.
Plurality
d.
Stereotypes
e.
Gender roles
61. When interviewing prospective employees, Samuel, a seasoned manager, often observes hand
gestures, facial expressions, and use of space to gauge individuals’ personalities. These are all
examples of:
a.
Listening
b.
Nonverbal communication
c.
Empathizing
d.
Direct communication
e.
Nuance communication
62. Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all
divisional employees to outline the company’s goals for the coming year. This is an example of what
type of organizational communication?
a.
Virtual communication
b.
Grapevine communication
c.
Lateral communication
d.
Downward communication
e.
Upward communication
63. Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to
Allison, a new trainee, how her job relates to other organizational activities. This encompasses which
downward communication topic?
a.
Goals
b.
Practices
c.
Performance feedback
d.
Indoctrination
e.
Job instructions
64. Will explains to his boss that his computer has a virus, and needs to be scanned and cleaned. This is
an example of which topic of upward communication?
a.
Problems and exceptions
b.
Suggestions for improvement
c.
Performance reports
d.
Grievances and disputes
e.
Financial and accounting information
65. Ron, a new associate at Barkley and Sons, is working to cultivate personal relationships with
individuals outside of his department, in hopes that someday these relationships will help him succeed
professionally. Ron is developing which of the following?
a.
Informal channel of communication
b.
Personal communication network
c.
Organizational grapevine
d.
Focus group
e.
Career pathway team
66. Which of the following is the best advice for written communication that is highly important?
a.
Use technology channels to distribute the message
b.
Use pretentious language
c.
Keep it long
d.
Use jargon
e.
Get a second opinion
67. To be effective communicators, managers should:
a.
Focus primarily on enhancing downward communication in the organization
b.
Enhance lateral communication opportunities by encouraging teams
c.
Limit use of communication technology
d.
Strictly push for face-to-face communication
e.
Encourage the use of multiple channels of communication
CASE
Scenario – Amy Holmes
One of the most talented managers to ever work at ABC Inc. is Amy Holmes. Combining graciousness
with high intelligence and creativity, Amy has been successful in attracting and building a highly
committed and competent division of employees. When interviewed by the national news media for
insight into her success, one of the topics that became a primary focus was the challenge of
communicating effectively.
1. In selecting the best channel for complex communication, Amy suggests to select the richest channel
possible. Characteristics that Amy suggests a manager should recognize include all of these EXCEPT
which one?
a.
The channel’s ability to handle multiple cues simultaneously
b.
The ability to facilitate rapid two-way feedback
c.
The ability to establish a personal focus for the communication
d.
The ability to clarify and rapidly reduce communication stereotyping
e.
All of these are valid characteristics of channel richness
2. Amy also agrees with the research that suggests that “nonverbal messages convey thoughts and
feelings with greater force than do our most carefully selected words.” Nonverbal messages include all
of the following EXCEPT which one?
a.
Facial expressions
b.
Posture and dress
c.
Voice and mannerisms
d.
Blushing and perspiring
e.
All of these are included.
3. Amy believes that successful managers solicit and respond to upward communication. Information that
can be expected with upward communication includes all of the following EXCEPT which one?
a.
Procedures and practices
b.
Suggestions for improvement
c.
Financial and accounting information
d.
Performance reports
e.
All of these are included
COMPLETION
1. ____________________ can be defined as the process by which information is exchanged and
understood by two or more people, usually with the intent to motivate or influence behavior.
2. To ____________________ a message is to select the symbols used to compose a message.
3. The ____________________ is the tangible formulation of the idea that is sent to the receiver.
4. To translate the symbols used in a message for the purpose of interpreting its meaning is called
____________________.
5. Without ____________________, the communication is one-way.
6. The amount of information that can be transmitted during a communication episode is known as
____________________.
7. ____________________ is electronic communication that allows users to see who is connected to a
network and share information instantly.
8. ____________________ messages are typically ambiguous, concern novel events, and impose great
potential for misunderstanding.
9. ____________________ refers to messages sent through human actions and behaviors rather than
through words.
10. ____________________ involves the skill of grasping both facts and feelings to interpret a message’s
genuine meaning.
11. ____________________ channels are those that flow within the chain of command or task
responsibility defined by the organization.
12. ____________________ refers to the messages and information sent from top management down to
subordinates.
13. The major problem with downward communication is known as ____________________.
14. Formal ____________________ includes messages that flow from the lower to the higher levels in the
organization’s hierarchy.
15. ____________________ communication is the lateral or diagonal exchange of messages among peers
or coworkers.
16. Messages that take place among members of the same department and concern task accomplishments
are called ____________________.
17. Interdepartmental messages that facilitate the accomplishment of joint projects or tasks are called
____________________.
18. Messages that are designed to share information among teams and departments that can help the
organization change, grow, and improve are called ____________________.
19. A(n) ____________________ is a team communication structure in which team members
communicate through a single individual to solve problems or make decisions.
20. In a(n) ____________________ network, individuals can communicate freely with other team
members.
21. ____________________ channels exist outside the formally authorized channels and do not adhere to
the organization’s hierarchy of authority.
22. The ____________________ is an informal, person-to-person communication network of employees
that is not officially sanctioned by the organization.
23. ____________________ occurs when the receiver responds to the sender’s communication with a
return message.
SHORT ANSWER
1. List the three formal communication channels found in organizations.
2. List the five types of upward communication.
ESSAY
1. Briefly describe the communication process.
2. Describe the concept of channel richness, specify the richest channel, and explain why it is so rich.
ANS:
3. Define nonverbal communication and briefly discuss its importance to communicating in
organizations.
4. What is downward communication and what are five topics generally included with downward
communication?
5. Describe the three categories of horizontal communication.
6. Describe the difference between centralized networks and decentralized networks.