e.
telling
39. Listening is _____ of effective communication.
a.
10 percent
b.
25 percent
c.
40 percent
d.
50 percent
e.
75 percent
40. Highly successful salespeople spend _____ of a sales call letting the customer talk.
a.
15-20 percent
b.
40-50 percent
c.
60-70 percent
d.
all
e.
none
41. Keys to effective listening include all of the following EXCEPT:
a.
find areas of interest.
b.
listen for ideas.
c.
be responsive.
d.
have preconceptions.
e.
all of these are keys to effective listening.
42. Which of the following is(are) part of keys to effective listening?
a.
Listen for facts
b.
Listen for ideas
c.
Be passive, laid back
d.
Have preconceptions
e.
All of these
43. Characteristics of a good listener are someone who:
a.
asks questions, listens for facts, and avoids distractions.
b.
asks questions, summarizes, and listens to central themes.
c.
shows interest, judges content, and has preconceptions.
d.
listens between lines, starts to argue, and works hard.
e.
shows interest, works hard, and starts to argue.
44. Good listeners exhibit all of the following characteristics EXCEPT:
a.
asking questions.
b.
having preconceptions.
c.
tolerates bad habits.
d.
judges content, not delivery errors.
e.
all of these.
45. When an electronic mail system is installed as part of the communication system, what element of the
communication process is changed?
a.
Channel
b.
Message
c.
Sender
d.
Filter
e.
Receiver
46. _____ exist(s) when organizations do not provide adequate upward, downward and horizontal
communication.
a.
Status and power differences
b.
Differences across departments in terms of needs and goals
c.
Absence of formal channels
d.
Communication flow
e.
Semantics
47. Which of the following is described by the text as a communication channel that flows within the
chain of command or task responsibility defined by the organization?
a.
Formal communication
b.
Horizontal communication
c.
Downward communication
d.
Upward communication
e.
Diagonal communication
48. Which of the following is the most familiar and obvious flow of formal communication?
a.
Downward communication
b.
Gossips
c.
Horizontal communication
d.
Upward communication
e.
Vertical communication
49. Downward communication is usually used to communicate information about all of the following
EXCEPT:
a.
indoctrination.
b.
procedures.
c.
performance feedback.
d.
suggestions for improvement.
e.
implementation of goals.
50. Information distortion or loss of message content is a major problem with:
a.
upward communication.
b.
formal communication.
c.
downward communication.
d.
informal communication.
e.
horizontal communication.
51. 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.
52. 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
53. 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
54. 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
55. _____ 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
56. 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.
57. 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.
58. 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
59. _____ 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
60. During breaks at work, Albert and Daphne talk occasionally about the problems that they are working
on at work, in hopes that they can help each other out. This is an example of what type of
organizational communication?
a.
Virtual communication
b.
Formal communication
c.
Lateral communication
d.
Downward communication
e.
Upward communication
61. 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
62. _____ 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
63. 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
64. 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
65. According to the text, all of the following are ways managers can improve their writing skills
EXCEPT:
a.
writing lengthy explanations.
b.
respecting the reader.
c.
getting a second opinion.
d.
knowing your point and get to it.
e.
writing clearly rather than impressively.
66. The four primary skills for communicating in a crisis include all of the following EXCEPT:
a.
staying calm.
b.
being visible.
c.
getting the awful truth out.
d.
communicating a vision for the future.
e.
all of these are skills for communicating in a crisis.
67. 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
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. _____ occurs when the receiver responds to the sender’s communication with a return message.
3. To _____ a message is to select the symbols used to compose a message.
4. The _____ is the tangible formulation of the idea that is sent to the receiver.
5. To translate the symbols used in a message for the purpose of interpreting its meaning is called _____.
6. _____ refers to messages sent through human actions and behaviors rather than through words.
7. A(n) _____ is a team communication structure in which team members communicate through a single
individual to solve problems or make decisions.
8. In a(n) _____ network, individuals can communicate freely with other team members.
9. The amount of information that can be transmitted during a communication episode is known as
_____.
10. _____ messages are typically ambiguous, concern novel events, and impose great potential for
misunderstanding.
11. _____ involves the skill of grasping both facts and feelings to interpret a message’s genuine meaning.
12. _____ channels are those that flow within the chain of command or task responsibility defined by the
organization.
13. _____ refers to the messages and information sent from top management down to subordinates.
14. The major problem with downward communication is known as communication _____.
15. Formal _____ includes messages that flow from the lower to the higher levels in the organization’s
hierarchy.
16. _____ communication is the lateral or diagonal exchange of messages among peers or coworkers.
17. Messages that take place among members of the same department and concern task accomplishments
are called _____.
18. Interdepartmental messages that facilitate the accomplishment of joint projects or tasks are called
_____.
19. Messages that are designed to share information among teams and departments that can help the
organization change, grow, and improve are called _____.
20. _____ channels exist outside the formally authorized channels and do not adhere to the organization’s
hierarchy of authority.
21. The _____ is an informal, person-to-person communication network of employees that is not officially
sanctioned by the organization.
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 difference between centralized networks and decentralized networks.
3. Describe the concept of channel richness, specify the richest channel, and explain why it is so rich.
4. Define nonverbal communication and briefly discuss its importance to communicating in
organizations.
ANS:
5. What is downward communication and what are five topics generally included with downward
communication?
6. Describe the three categories of horizontal communication.