Package Title: Chapter 15, Testbank
Course Title: Schermerhorn, Exploring 5e
Chapter Number: 15
Question type: Multiple Choice
1) Managers need ________, which comes from who managers know and how well managers
relate to them, to get things done while working with other people.
a) social capital
b) intellectual capital
c) a high economic status
d) a high intelligence quotient
2) The process of sending and receiving symbols with meanings attached is called ________.
a) transmission
b) reception
c) communication
d) notification
3) The ________ element of the communication process conveys the receiver’s response back to
the sender.
a) noise
b) feedback
c) evaluation
d) interpretation
4) ________ communication occurs when the receiver fully understands the intended meaning of
the message.
a) Efficient
b) Effective
c) Transactional
d) Transmission
5) Tom is trying to save money by having a telephonic conversation with an important customer
instead of flying in to talk to him directly. Tom is trading communication ________ for
communication ________.
a) effectiveness; richness
b) effectiveness; efficiency
c) efficiency; effectiveness
d) richness; noise
6) Effective communication occurs when ________.
a) a message is encoded and sent
b) a message gets delivered to the receiver
c) the receiver fully understands the sender’s intended message
d) the receiver responds back to the sender
7) ________ gets someone else to accept, support, and act consistently with the sender’s
message.
a) Feedback
b) Persuasive communication
c) Transactional communication
d) Reception
8) ________ occurs when the cost of the communication is minimal.
a) Efficient communication
b) Effective communication
c) Transactional communication
d) Transmission communication
Answer: a
9) ________ earns trust, respect, and integrity in the eyes of others.
a) Efficient communication
b) Nonverbal communication
c) Credible communication
d) Filtered communication
10) In the communication process, poor choice of communication channels, poor written or oral
expression, and failure to recognize nonverbal signals are examples of ________.
a) noise
b) static
c) feedback
d) mixed messaging
11) As the leader of a research project, Tim plans to communicate the project details with his
team members. He writes a mail to each member in order to brief them about the project and
explain their roles and responsibilities. Tim is in the ________ stage of the communication
process.
a) encoding
b) transmission
c) decoding
d) feedback
12) ________ presents a message in a manner that causes others to accept and support it.
a) Noise
b) Persuasive communication
c) Informative communication
d) Feedback
13) Wireless transmission is a form of communication ________.
a) barrier
b) feedback
c) channel
d) filter
14) A ________ is the pathway used to carry a message.
a) communication flow
b) communication channel
c) communication reception
d) communication protocol
15) Anything that interferes with the effectiveness of a communication process is called
________.
a) interference
b) disruption
c) noise
d) confusion
16) Information filtering and physical distractions are examples of ________ in the
communication process.
a) chaos
b) encoding
c) reception
d) noise
17) The capacity of a communication channel to effectively carry information is called
________.
a) channel richness
b) proxemics
c) transmission quality
d) interactive capacity
18) A communication channel that is capable of carrying enough information to assure good
personal two-way communication is said to have ________.
a) no noise
b) a high channel richness
c) enough adaptability
d) an open channel
19) Which of the following forms of communication provides the highest quality and quantity of
information?
a) Telephone
b) E-mail
c) Face-to-face
d) Television
20) Which of the following communication channels works best when we need immediate
feedback?
a) E-mail
b) Text messages
c) Web sites
d) Face-to-face
21) Which of the following forms of communication provides the lowest quality and quantity of
information?
a) Telephone
b) E-mail
c) Face-to-face
d) Postings on bulletin boards
22) Which of the following communication channels is an example of an impersonal, one-way
interaction with limited opportunity for feedback?
a) E-mails
b) Face-to-face
c) Telephone calls
d) Video-conferencing
23) Which of the following communication channels has the highest channel richness?
a) A memo
b) A face-to-face interaction
c) A voice-mail
d) A Web site
24) Communication through gestures and body language is called ________ communication.
a) alternate
b) nonverbal
c) silent
d) poor
25) Which of the following is NOT an example of nonverbal communication?
a) Hand movements
b) Facial expressions
c) Eye contact
d) Written memo
26) A(n) ________ results when a person’s words communicate one thing while his or her
nonverbal actions communicate something else.
a) effective communication
b) clear message
c) mixed message
d) nonverbal communication
27) If Susan intentionally distorts information in order to make it appear more favorable to her
boss, she is engaging in ________.
a) channel enriching
b) information filtering
c) noise creation
d) active screening
28) ________ causes information filtering.
a) Channel richness
b) Channel noise
c) Status difference
d) Active listening
29) Jerry is the production manager at Good Cookies LLC. He regularly keeps the negative
numbers in the monthly reports from his boss in order to match his boss’s expectation. Jerry is
guilty of ________.
a) information filtering
b) mixed messaging
c) active listening
d) downward manipulation
30) ________ is the process of taking action to help others say what they really mean.
a) Verbal support
b) Feedback
c) Active listening
d) Filtering
31) ________ involves being disciplined, controlling one’s emotions, and withholding premature
evaluations that turn off another party’s willingness to communicate.
a) Active listening
b) Verbal support
c) Feedback
d) Filtering
32) Which of the following is NOT one of the five rules of active listening?
a) Respond to feelings
b) Listen for feelings
c) Focus only on the nonverbal cues
d) Listen for message content
33) In addition to listening to the words that someone is saying, it is also important to ________.
a) discourage emotional outbursts
b) judge their intentions
c) take note of all the nonverbal cues
d) dismiss their feelings
34) ________ is the process of telling someone else how you feel about something that person
said or did.
a) Active listening
b) Interpretation
c) Noise
d) Feedback
35) While giving feedback, one should avoid ________.
a) being specific
b) worrying about timing
c) being threatening
d) having valid comments
36) Which of the following should NOT be done when giving constructive feedback?
a) Being direct
b) Keeping the feedback general rather than specific
c) Giving feedback at a time when the receiver seems most willing
d) Being specific
37) ________ involves being honest and openly sharing accurate and complete information.
a) Corporate communication
b) Communication transparency
c) Glass door communication
d) Active listening
38) In a(n) ________, managers provide employees with essential financial information about
their employers.
a) corporate communication
b) open-book management
c) autocratic management
d) active listening