57. On a November episode of Law & Order, the District Attorney described the judicial building in
which he works as a “kudzu grapevine.” (Kudzu can grow up to 12 inches per 24-hour period.)
What other term could he have used to describe communication in the building?
a.
speedy chat room
b.
super gossip chain
c.
rapid-fire organizational communication
d.
fast informal communication channel
e.
continuous information channel
58. In the ____ type of grapevine communication network, one “highly connected” individual shares
information with many other managers and workers.
a.
star chain
b.
gossip chain
c.
cluster chain
d.
leader chain
e.
linear
59. For environmentalists interested in socially conscious investing, blogs are a can’t-miss source of
opinion, commentary, and information. Whether you want to choose stocks, follow the latest
environmental invention, file a shareholder resolution, or just keep up with what your favorite
companies are doing or not doing, there is no doubt that blogs are worth tracking. The trick is finding
the good ones. Blogs of this type, whether good or bad, are a form of organizational:
a.
grapevine
b.
electronic feedback
c.
electronic medium
d.
transmission methodology
e.
response mechanism
60. In the ____ type of grapevine communication network, numerous people simply tell a few of their
friends.
a.
cluster chain
b.
gossip chain
c.
linear
d.
stratified
e.
decision tree
61. Which of the following statements about informal communication in organizations is true?
a.
The informal communication channel is also called the conduit.
b.
Informal communication channels are primarily developed as a way to handle
management that is perceived as the enemy.
c.
Information carried by informal communication channels is estimated to be 75 to 95
percent accurate.
d.
The best management strategy to controlling informal communication is to withhold
information they wish to keep from employees.
e.
Intranets should never be used to control informal communications.
62. Which of the following statements about informal communication in organizations is true?
a.
Informal communication follows the same channels as formal communication does.
b.
Informal communication channels cannot be managed.
c.
Information carried through informal communication channels is estimated to be only
about 30 percent accurate.
d.
The best management strategy to controlling informal communication is to withhold
information they wish to keep from employees.
e.
None of these statements about informal communication in organizations is true.
63. The primary cause for the creation of grapevines is.
a.
personal-related stress
b.
the absence of horizontal communication
c.
vague, imprecise downward communication
d.
curiosity
e.
too few formal channels
64. The two primary types of grapevine communications networks are:
a.
vertical and horizontal
b.
upward and downward
c.
departmental and organizational
d.
linear and circular
e.
cluster and gossip
65. ____ is a kind of one-on-one communication used by managers to improve an employee’s on-the-job
performance or behavior.
a.
Downward guidance
b.
Coaching
c.
Counseling
d.
Leading
e.
Supportive supervision
66. Sales calls generally succeed or fail based on customers’ reactions to the salesperson. Therefore, it
makes sense to observe behavior in these instances to facilitate improvement. When a sales manager
accompanies a salesperson and watches him or her make sales calls, the manager can then use
one–to-one communication to improve problem areas and praise areas of success. This would be an
example of:
a.
downward guidance
b.
coaching
c.
counseling
d.
benchmarking
e.
supportive supervision
67. Coaching is:
a.
a method commonly used to improve how managers communicate with their subordinates
b.
a kind of one-on-one communication primarily used by managers in exit interviews
c.
a kind of one-on-one communication primarily used by managers to improve an
employee’s on-the-job performance or behavior
d.
a multilevel communication method that is used in place of negative reinforcement
e.
two-way communication designed to be reciprocally fulfilling
68. In a wood-processing facility, a new management team proposed changes to the workers’
compensation package, which the workers did not accept. They started a strike, which led to a
negotiation stalemate. Then, management asked an outsider to analyze the communication structure
among the employees because it felt that information about the proposed changes was not being
effectively communicated to all employees. The outside consultant discovered that all employees
understood the proposed changes. The outside consultant proved:
a.
the reliability of closure
b.
the validity of the grapevine
c.
the need to change formal communication channels periodically
d.
the common problems associated with feedback
e.
the importance of dyadic communication
69. Which of the following is one of the mistakes that managers tend to make when they are coaching
employees?
a.
They wait too long before talking to them about the problem.
b.
They refrain from showing any feelings when they confront the employee.
c.
They refer the employee to an EAP.
d.
They require the employee to pay for his or her additional training.
e.
All of these are common mistakes made by managers attempting to coach employees.
70. Which of the following is one of the mistakes that managers tend to make when they are coaching
employees?
a.
They wait too long before talking to them about the problem.
b.
They refrain from showing any feelings when they confront the employee.
c.
They refer the employee to an EAP.
d.
They require the employee to pay for his or her additional training.
e.
All of these are common mistakes made by managers attempting to coach employees.
71. At its Huntsville, Alabama, Butterball plant, ConAgra has established a child daycare center for its
employees who needed free child care so they could work at the plant. This is an example of an:
a.
extrinsic award program (EAP)
b.
employee assistance plan (EAP)
c.
empowerment advocacy program (EAP)
d.
employee advocacy plan (EAP)
e.
employee assistance program (EAP)
72. ____ is communication with someone about non-job-related issues that may be affecting or interfering
with the person’s performance.
a.
Coaching
b.
Leading
c.
Counseling
d.
Directing
e.
Supportive communication
73. Kinesics and paralanguage are two kinds of:
a.
communication channels
b.
perceptual errors
c.
verbal communication
d.
nonverbal communication
e.
grapevines
74. Which of the following is NOT an example of services typically provided by an employee assistance
program (EAP)?
a.
counseling
b.
outplacement assistance
c.
legal services
d.
financial information
e.
child care
75. During a job interview, the interviewee is trying to deceive the interviewer if the hand is often used to
cover the mouth, and the person talks through the fingers as if hiding or trying to keep words from
escaping. Less obvious but also a sign of deception is the single finger to the mouth or (with men) the
mustache stroke. Interviewers can use their knowledge of these types of ____ to determine when
interviewees are telling the truth.
a.
proxemics
b.
kinesics
c.
paralanguage
d.
semiotics
e.
pseudo-language
76. When Lilah saw her guest wrinkling her nose, she realized that she should have changed the litter in
her cat box. Nose wrinkling is an example of communication through:
a.
proxemics
b.
kinesics
c.
paralanguage
d.
semiotics
e.
pseudo-language
77. In nonverbal communication, the term ____ refers to movements of the body and face.
a.
kinesics
b.
proxemics
c.
paralanguage
d.
pseudo-language
e.
semiotics
78. In nonverbal communication, ____ is the pitch, rate, tone, volume, and speaking pattern (i.e., use of
silences, pauses, or hesitations) of one’s voice.
a.
kinesics
b.
proxemics
c.
paralanguage
d.
pseudo-language
e.
semiotics
79. For some time, researchers have known that deceptive answers have a slower onset than honest ones.
When faced with a threatening question, one may either hesitate or pause before a deceptive response.
When contrasted with quick responses to other questions, this behavior might suggest deception.
Researchers have found that vocal pitch rises measurably in deceptive responses. In a job interview
these characteristics would be examples of ____ that would help the interviewer evaluate the job
applicants.
a.
proxemics
b.
kinesics
c.
paralanguage
d.
semiotics
e.
pseudo-language
80. Rose knew by the shrillness of her teacher’s voice that she was really in trouble and would probably be
placed in after-school detention. Rose’s teacher used ____ to communicate her dismay with her.
a.
proxemics
b.
kinesics
c.
paralanguage
d.
semiotics
e.
pseudo-language
81. Which of the following is one of the primary tasks faced by managers who want to improve
communication?
a.
controlling kinesics
b.
managing small group communication
c.
managing organization-wide communication
d.
eliminating the grapevine
e.
maintaining vertical communication channels
82. Managers generally like and use____, but are less receptive to using ____.
a.
oral communication; written communication
b.
written communication; oral communication
c.
downward communication; horizontal communication
d.
informal communication; formal communication
e.
horizontal communication; downward communication
83. When it comes to improving communication, managers face the two primary tasks of managing:
a.
kinesics and paralanguage
b.
small group and organization-wide communication
c.
one–on-one and organization-wide communication
d.
the grapevine and gossip chains
e.
horizontal and vertical communication
84. In which of the following cases would written communication be preferable to oral communication?
a.
when immediate feedback is needed
b.
when messages are complex and ambiguous
c.
when messages are emotion laden
d.
when messages are very simple
e.
when paralanguage is required
85. Which of the following statements about hearing and listening are true?
a.
Hearing and listening are synonyms.
b.
Hearing is the act of perceiving sounds, while listening is the act of making a conscious
effort to hear.
c.
Hearing and listening both require paralanguage during communication transmission.
d.
By definition, listening is passive, and hearing is active.
e.
Listening is an involuntary behavior, and hearing is a voluntary behavior.
86. Which of the following statements about listening is true?
a.
Most managers retain about 25 percent of what they hear.
b.
Listening is a voluntary behavior.
c.
Managers with better listening skills are more likely to be promoted.
d.
Managers with better listening skills are rated as better managers by their employees.
e.
All of these statements about listening are true.
87. Which of the following would be considered an involuntary physiological process?
a.
hearing
b.
active listening
c.
empathetic listening
d.
selective perception
e.
all of these
88. ____ is a technique of assuming half the responsibility for successful communication by actively
giving the speaker nonjudgmental feedback that shows you’ve accurately heard what he or she said.
a.
Hearing
b.
Dyadic communication
c.
Active listening
d.
Empathetic listening
e.
Synergistic communication
89. Today, the average salary in Macon, Georgia, for assembly line workers is $13 an hour. Previously,
however, assembly line employees at the Brown & Williams plant in Macon made $26 an hour. When
that plant was closed due to a merger, managers at the plant (who were given the opportunity to move
to other plants) should have engaged in ____ as employees described the forced changes in their
lifestyles.
a.
empathetic listening
b.
positive feedback
c.
reactive communication
d.
dyadic communication
e.
coaching
90. ____ is a technique of understanding the speaker’s perspective and personal frame of reference and
giving feedback that conveys that understanding to the speaker.
a.
Reflective hearing
b.
Symbiotic listening
c.
Active listening
d.
Empathetic listening
e.
Nonconfrontational listening
91. To be a better listener, you should:
a.
evaluate the message as you hear it
b.
pay attention to nonverbal cues
c.
listen only for content
d.
make no eye contact with the speaker
e.
never ask the speaker to clarify ambiguous statements
92. Which of the following is a strategy designed to help you become a better active listener?
a.
eliminate all noise
b.
ask for details
c.
paraphrase and summarize
d.
provide problem-oriented feedback
e.
use the AIDA approach
93. Because it helps to build rapport and trust with others, __________ is especially important for
managers.
a.
active listening
b.
empathetic listening
c.
noise-free listening
d.
attribution-motivated listening
e.
nonjudgmental listening
94. In empathetic listening, __________is important because it demonstrates that you understand the
speaker’s emotions.
a.
clarifying responses
b.
reflecting feelings
c.
paraphrasing
d.
summarizing
e.
listening attribution
95. Stan O’Neal was hired as CEO of Merrill-Lynch to make it profitable. As he made sweeping changes
in the company, he was guilty of belittling the efforts of his managers and making them feel
incompetent. In other words, O’Neal engaged in:
a.
reactive criticism
b.
invalid feedback
c.
unsolicited motivation
d.
demotivational feedback
e.
destructive feedback
96. Rubylyn is a very enthusiastic person who has been hired to work as the personal assistant for an event
planner. At first, Rubylyn was driving her supervisor to distraction because she was always
interrupting him and asking him if he wanted anything. After some ____ with the event planner,
Rubylyn better understood what her job entailed and became a valued employee.
a.
valid feedback
b.
constructive feedback
c.
proactive criticism
d.
conduit reconstruction
e.
motivational feedback
97. The first thing that managers need to recognize when communicating feedback one–on-one to
employees is that feedback can be:
a.
constructive or destructive
b.
bureaucratic or participative
c.
regulated or unregulated
d.
formalized or unformalized
e.
extrinsic or intrinsic
98. ____ is feedback that is disapproving without any intention of being helpful and almost always causes
a negative or defensive reaction in the recipient.
a.
Unsolicited feedback
b.
Bureaucratic feedback
c.
Destructive feedback
d.
Administrative feedback
e.
Judgmental feedback
99. ____ is feedback that is intended to be helpful, corrective, and/or encouraging, and is aimed at
correcting performance deficiencies and motivating employees.
a.
Empathetic feedback
b.
Participative feedback
c.
Solicited feedback
d.
Constructive feedback
e.
Motivational feedback
100. A few years ago, Gregory Maugeri, VP-sales administration and operations of Time Warner City
Cable (TWCC) in New York, decided that New York’s Time Warner City Cable should gather client
testimonials. He decided to solicit ____ from the company’s best customers. From the information
gathered, TWCC learned that it needed to modify its invoice form and that the sales staff needed to
engage in more follow up.
a.
empathetic feedback
b.
participative feedback
c.
solicited feedback
d.
constructive feedback
e.
motivational feedback
101. Feedback is more likely to be constructive rather than destructive when it is:
a.
immediate
b.
focused on specific behaviors
c.
problem-oriented
d.
encouraging
e.
all of the above
102. The last step of empathetic listening requires managers to:
a.
ask for clarification
b.
summarize what the speaker has said
c.
respond with feelings and then facts
d.
engage in problem identification
e.
paraphrase what has been said
103. Until last year, Dutch-based Ahold, the world’s fourth-biggest food retail and food service group by
sales, owned and operated U.S. Foodservice, a catering company. With 27,000 employees and 70
distribution centers throughout the United States, U.S. Foodservice delivers food to retailers as large as
McDonald’s Corporation and as small as neighborhood delis. One of the major problems between the
two companies and one of the reasons why Ahold finally sold U.S. Foodservice was _____, which
prevented the two companies from communicating with each other in an effective manner.
a.
cross-cultural communication
b.
the absence of a formal grapevine
c.
kinetic communication
d.
jargon
e.
affective communication benchmarking
104. According to the text, in order to increase the chances of effective cross-cultural communication,
managers need to be familiar with:
a.
differences in educational systems in various cultures
b.
cultural work norms
c.
cultural instrumentality
d.
cultural attitudes toward retention
e.
demographics
105. In ____ cultures, people are much more likely to display emotions when communicating.
a.
connotative
b.
demonstrative
c.
affective
d.
denotative
e.
reciprocating
106. A description of Chinese employees by a British antiques exporter operating in 19th century Hong
Kong states, “My employees have round placid faces from which it is impossible to read what they are
thinking.” In terms of cross-cultural communication, the exporter was seeing a(n) ____ culture.
a.
affective
b.
cognitive
c.
kinetic
d.
neutral
e.
polychronic
107. In __________ cultures, people exhibit little or no emotion during communications.
a.
repressive
b.
developing
c.
regressive
d.
cognitive
e.
neutral
108. Managers should know and use the address terms that people in a given culture use to address each
other in the workplace to increase the chances for successful cross-cultural communication. Doing this
will tend to ____ on the part of the person from the other culture who is being addressed (or spoken
to).
a.
increase sensitivity
b.
increase awareness
c.
reduce defensiveness
d.
reduce ambiguity
e.
increase instrumentality
109. In ____ cultures, people don’t reveal what they are thinking or feeling.
a.
repressive
b.
cold
c.
regressive
d.
neutral
e.
affective
110. In monochronic cultures, people:
a.
tend to view time as circular
b.
engage in frequent multitasking
c.
hide their emotions during communications
d.
openly express their emotions during communications
e.
tend to view time as linear
111. Call-center training institutes are springing up all over in bigger cities in India, helping young people,
for a fee, to de-Indianize themselves. During one lesson at one of the Indian institutes, the instructor
was overheard saying, “Americans and the British are very specific with their times. When they say
one minute, they mean one minute. When they say two minutes, they mean two minutes.” The
instructor was referring to the fact that the Americans and the British do not have _____ cultures.
a.
affective
b.
cognitive
c.
kinetic
d.
neutral
e.
polychronic
112. The United States and Canada tend to be fairly monochronic while Mexico tends to be polychronic.
Some cultures mix both styles, such as the Japanese, who are monochronic when it comes to work, and
polychronic in social situations. These two statements are discussing how different cultures:
a.
use facial expressions in communications
b.
influence the proxemics of communication
c.
express different attitudes toward time
d.
use paralanguage
e.
express emotions
113. One risk of imposing an American work order on employees from other cultural backgrounds is a
mutual misunderstanding of each other’s concepts of time. Indian workers value a gradual and cyclical
sense of time that equally includes work, family, sociability, community, and religion. This runs
counter to the fast-paced, hyper-rapid, “cutting corners to get things done” approach to work and life
that a U.S. employer may expect of recruits. This description indicates that the Indian culture is a ____
culture.
a.
affective
b.
cognitive
c.
kinetic
d.
neutral
e.
polychronic
114. In polychronic cultures:
a.
people do not exhibit emotions while they are communicating
b.
paralanguage is more revealing than verbal language
c.
emotions are commonly expressed as the communication occurs
d.
people tend to do more than one thing at a time and view time as circular
e.
people view time as linear
115. Differences in monochronic and polychronic time are demonstrated through understanding all of the
following EXCEPT:
a.
discussion time
b.
appointment time
c.
message time
d.
schedule time
e.
acquaintance time
116. In China, you may have an appointment with a client at noon. It is almost customary for you to show
up after the appointment time. If you show up at 1 o’clock, or after, they probably will not think twice
about your absence. If this same practice were to happen in the United States, you would probably
have little chance of doing business because of it. This reflects the Chinese culture’s view of ____
time.
a.
discussion
b.
appointment
c.
message
d.
schedule
e.
acquaintance
117. For the Chinese, since time is cyclical, deadlines are not understood and therefore are not restrictive.
Chinese see the negotiating process as an opportunity to elicit as much information as possible,
particularly that of a technical nature. This reflects the Chinese culture’s view of _______ time.
a.
discussion
b.
appointment
c.
message
d.
schedule
e.
acquaintance
118. Which of the following communication channels plays an important role in BOTH one–on-one and
organization-wide communication?
a.
email
b.
televised speeches and meetings
c.
videotaped speeches and meetings
d.
corporate talk shows
e.
broadcast voice mail
119. ____ are the in-house equivalent of Internet newsgroups. They use Web- or software-based discussion
tools that are available across the company to permit employees to easily ask questions and share
knowledge with each other.
a.
Intranet chat rooms
b.
Internet grapevines
c.
Corporate talk shows
d.
Online discussion forums
e.
Intranet grapevines
120. The first step in establishing an online discussion forum is to:
a.
set the budget
b.
hire a knowledge manager
c.
conduct a knowledge audit
d.
create an online directory
e.
plan how information will be shared
121. ____ is the withholding of information about organizational problems or issues by employees.
a.
Organizational silence
b.
Organizational filtering
c.
Negative grapevining
d.
Lower-level filtering
e.
Communication shutdown
122. In a 2006 study of health-care providers, fewer than 10 percent of physicians, nurses, and clinical staff
said they would inform their supervisors when they became aware of poor clinical judgment or
shortcuts that could harm patients. This group of physicians, nurses, and clinical staff has chosen to
engage in:
a.
organizational silence
b.
organizational filtering
c.
negative grapevining
d.
lower-level filtering
e.
communication shutdown
123. An Industry Week survey of 845 line managers from diverse organizations found that only 29 percent
of first-level supervisors thought that their organization encouraged employees to express opinions
openly. This means that the overwhelming majority of these supervisors engage in:
a.
organizational silence
b.
organizational filtering
c.
negative grapevining
d.
lower level filtering
e.
arrested communication
124. Organizational silence occurs when:
a.
an organization is about to engage in a leveraged buyout
b.
an organization refuses to answer customer complaints
c.
employees are advised to not discuss company issues with the news media
d.
organizations shut down efforts to conduct grapevine communications
e.
employees believe that telling managers about problems will not make a difference
125. Which of the following gives top managers a quick, convenient way to address their work forces via
oral communication?
a.
televised speeches and meetings
b.
videotaped speeches and meetings
c.
broadcast voice mail
d.
corporate talk shows
e.
all of these
126. Which of the following is NOT one of the organization-wide communication techniques that is
regularly used for staying in touch with people throughout the organization (i.e., hearing what others
feel and think)?
a.
company hotlines
b.
televised/videotaped speeches and meetings
c.
survey feedback
d.
frequent informal meetings
e.
surprise visits
127. One of the best ways for top managers to hear what others feel and think is through:
a.
company hotlines
b.
surprise visits
c.
survey feedback
d.
frequent informal meetings
e.
participative management
Urban Legends
Urban legends and Internet scams are a real problem for some businesses. In 1997, Gerber Baby Foods
was flooded with 1 million letters and 80,000 phone calls from parents responding to an email about a
phony class-action lawsuit. Another urban legend about Costa Rican flesh-eating bacteria that affected
banana shipments cost that industry more than $30 million in 1999. More recently, Procter & Gamble
had to deal with claims that its Febreeze product contained Agent Orange, a dangerous chemical.
Many companies choose to ignore these myths created by angry customers or rabble-rousers, but
experts believe this is the worst possible action to take. Instead companies should do everything
possible to reassure its customers.
128. Refer to Urban Legends. ____, personality-, psychology-, and experience-based differences, determine
how consumers respond to Internet scams.
a.
Conceptual screens
b.
Perceptual filters