Chapter 15: Managing Communication
MULTIPLE CHOICE
1. The steps in the basic perception process include all of the following EXCEPT:
a.
attention
b.
organization
c.
analysis
d.
interpretation
e.
retention
2. __________ is the tendency to overestimate our value by attributing successes to ourselves (internal
causes) and attributing failures to others or the environment (external causes).
a.
Closure
b.
A defensive bias
c.
A self-serving bias
d.
The fundamental attribution error
e.
Overreward
3. In the model of the communication process, __________ makes senders aware of possible
miscommunications and enables them to continue communicating until the receiver understands the
intended message.
a.
encoding
b.
noise
c.
transmission
d.
feedback
e.
the communication medium
4. The three formal communication channels in organizations are categorized as:
a.
downward, horizontal, and upward
b.
hierarchical, functional, and organizational
c.
horizontal, vertical, and grapevine
d.
upward, dyadic, and downward
e.
vertical, horizontal, and dyadic
5. The __________ is the system of official channels that carry organizationally approved messages and
information.
a.
downward communication channel
b.
upward communication channel
c.
horizontal communication channel
d.
formal communication channel
e.
informal communication channel
6. 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
7. __________ 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
8. 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
9. 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
10. 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
11. __________ 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
12. 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