Management: A Focus on Leaders, 2e (McKee)
Chapter 4 Communication: The Key to Resonant Relationships
1) The two main purposes of communication in the workplace are to share information and
influence others.
2) In a sense, humans use communication to shape each other’s minds.
3) Language and humans’ ability to think and reason most likely evolved together.
4) All words originally developed from the sound made by an object.
5) British and American sign language is almost identical.
6) The connotation of a word is its dictionary definition.
7) Most person-to-person communication between humans is conveyed by nonverbal means.
8) People often feel that they lose face when they are asked to do something that they think is
beneath their status.
9) Feedback in the communication process ensures that the message has been fully received and
understood.
10) The Schramm model of communication takes the sender’s attitudes and knowledge into
account.
11) Efficient communication uses the least amount of resources — time, money, and space.
12) E-mail is a rich communication channel because it includes nonverbal signals and feedback
loops.
13) Using humor is an effective strategy for managing multicultural work teams.
14) Literal or near literal translations always work from one culture to another.
15) People can speak at a rate that is much faster than others can understand.
16) When people engage in selective perception, they listen to the entire message.
17) The words of a manager with power carry more weight than the words of a low-level
manager.
18) Men use communication to define their status, while women use communication to assert
their independence.
19) Filtering is deliberate miscommunication.
20) HR departments are often responsible for keeping managers informed about employee
morale.
21) According to Annette Rink of Eaton Industries, leaders need to negotiate appropriate levels
of closeness and distance with employees by understanding ________.
A) jargon
B) vision
C) boundaries
D) channels
22) Human language is ________.
A) far more sophisticated than any animal communication system
B) no more sophisticated than any animal communication system
C) quite similar to most animal communication systems
D) far less sophisticated than most animal communication systems
23) The earliest forms of language probably included ________.
A) gestures only
B) sounds only
C) both gestures and sounds
D) written symbols
24) In most cases, words ________.
A) are directly related to physical objects or real-world sounds
B) have no relationship to physical objects or real-world sounds
C) can express thoughts, but not feelings or ideas
D) in different languages are similar
25) What is the key difference between American and British sign languages?
A) American sign language uses two hands. British sign language uses one hand.
B) American sign language uses one hand. British sign language uses two hands.
C) American sign language uses the left hand. British sign language uses the right hand.
D) American sign language uses the right hand. British sign language uses the left hand.
26) The denotation of a word ________.
A) includes feelings, associations, and judgments that accompany the word
B) is its dictionary definition
C) has the opposite meaning of the word
D) is a history of how the word originated
27) Words convey ________ of what people communicate to one another.
A) more than 90 percent
B) over 50 percent
C) about 50 percent
D) considerably less than 50 percent
28) Limbic resonance is conveyed almost exclusively by ________.
A) verbal communication
B) nonverbal communication
C) tone of voice
D) voice pacing
29) Being able to accurately read nonverbal signals that people send increases your ability to
________.
A) empathize — a key component of emotional intelligence
B) sympathize — a key component of emotional intelligence
C) control your emotional intelligence — a key component of empathy
D) control your self-awareness — a key component of empathy
30) Body language includes which of the following?
A) body movements only
B) body movements, facial expressions, and eye contact
C) body movements, facial expressions, proximity to others, and eye contact
D) body movements, facial expressions, proximity to others, eye contact, and tone of voice
31) Which of the following is communicated by vocal intonation?
A) facial expressions
B) emotion
C) dialects
D) stereotyping
32) To give emphasis to words a person may choose to ________.
A) speak faster
B) speak more slowly
C) increase filtering
D) decrease vocal intonation
33) The variety of speeds in speech is called ________.
A) intonation
B) pitch
C) variation
D) pacing
34) Speech that is delivered in a monotone often ________.
A) gives the speaker an air of authority
B) causes the audience to pay close attention
C) causes the audience to tune out
D) causes the audience to doubt the veracity of what is being said
35) Your “face” is ________.
A) the total communication mode of what you want to say
B) the image you want to convey to the public
C) your private image you want to keep to yourself
D) a combination of your public and private image
36) You run the risk of losing face with which of these?
A) You forget the public image you have put forth.
B) Someone asks you to change who you are.
C) Someone asks you to do something that matches the image you have of yourself.
D) Someone asks you to do something that does not match the image you have of yourself.
37) When you ask for help, you use negative politeness to show that ________.
A) your status is higher than the person you are asking
B) your status is lower than the person you are asking
C) you respect the other person’s time and how busy he or she might be
D) you do not respect the other person’s time and how busy he or she might be
38) Which of the following lists the four quadrant categories of Wilbur’s model?
A) individual, collective, subjective, objective
B) upward, downward, subjective, objective
C) individual, collective, rich, poor
D) interior, exterior, filtered, unfiltered
39) In Wilbur’s model, which quadrant is reserved for an unbiased view of how a project affects
only you?
A) Box 1
B) Box 2
C) Box 3
D) Box 4
40) In Wilbur’s model, which of these quadrants are “facts only”?
A) Box 1 and Box 2
B) Box 2 and Box 3
C) Box 1 and Box 4
D) Box 3 and Box 4
41) In communication models, who decodes the message?
A) the sender
B) the receiver
C) the medium
D) the channel
42) In communication models, the feedback loop determines whether or not the complete
message has been ________.
A) sent
B) received
C) received and fully understood
D) filtered through channels
43) What is a key flaw in the Shannon-Weaver model of communication?
A) Information flows in one direction.
B) Feedback flows in one direction.
C) Information flows in two directions.
D) Feedback flows in two directions.
44) Which models present communication as a linear process?
A) Shannon-Weaver and Berlo
B) Schramm and Taylor
C) Shannon-Weaver and Schramm
D) Schramm and Berlo
45) What improvement does Berlo’s communication model have over earlier models?
A) Berlo’s model includes one-way feedback; the other models do not.
B) Berlo’s model includes two-way feedback; the other models do not.
C) Berlo’s model considers environmental influences on communication.
D) Berlo’s model considers such elements as the attitudes and culture of both the sender and the
receiver.
46) Effective communication ________.
A) uses a minimum of time, space, and effort
B) rapidly conveys information from sender to receiver
C) accurately conveys information from sender to receiver
D) rapidly conveys information from sender to receiver in an efficient manner
47) To present a ________ message, you should use a ________ communication channel.
A) complex, rich
B) complex, lean
C) filtered, rich
D) face-to-face, filtered
48) Which form of communication is generally the leanest?
A) face-to-face
B) audio only
C) written
D) video
49) If you are sending a(n) ________ message, try to use the ________ communication channel
possible.
A) unambiguous, richest
B) ambiguous, leanest
C) ambiguous, richest
D) highly complex, leanest
50) Which of the following ranks communication channels from leanest to richest?
A) one-on-one meeting, group meeting, presentation, video presentation
B) video presentation, presentation, group meeting, one-on-one meeting
C) group meeting, presentation, one-on-one meeting, video presentation
D) video presentation, one-on-one meeting, presentation, group meeting
51) Which of the following ranks communication channels from richest to leanest?
A) e-mails, telephone conversation, presentations, face-to-face
B) face-to-face, newsletter, presentations, e-mail
C) e-mail, telephone conversation, presentations, face-to-face
D) face-to-face, presentations, telephone conversation, e-mails
52) Which of the following is a benefit of videoconferencing?
A) It decreases selective perception.
B) It provides access to nonverbal behavior.
C) It is a lean communication channel.
D) It improves understanding of dialects.
53) Which of the following statements about e-mail in the workplace is NOT true?
A) People prefer shorter e-mails.
B) E-mail is a private channel.
C) Emotion can be hard to interpret in e-mail.
D) E-mail can lead to lazy communication practices.
54) IBM’s Second Life conference is an example of ________.
A) videoconferencing
B) downward communication
C) virtual social networking
D) hub-and-spoke networks
55) Which of the following often links a socioeconomic group?
A) country
B) dialect
C) jargon
D) terminology
56) Most people speak at a rate of ________.
A) under 200 words per minute
B) over 200 words per minute
C) between 200 to 400 words per minute
D) between 500 to 800 words per minute
57) Most people can understand language spoken at a words-per-minute rate that is ________
than people generally speak.
A) slightly higher
B) far higher
C) about equal to
D) far lower