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Name:
Class:
Date:
Chapter 09—Communication
65. Which technology began as an informal communication channel but has since evolved into a primary and formal
means of business correspondence for many organizations?
a.
voice mail
b.
email
c.
instant messaging
d.
videoconferencing
e.
Post-It Notes
66. Which technology is similar to electronic mail but instead of writing, a spoken message is digitized and sent to
someone to be retrieved and listened to later?
a.
voice mail
b.
email
c.
instant messaging
d.
videoconferencing
e.
telework
67. Which technology enables users to see who is logged on and chat with them in real time?
a.
voice mail
b.
email
c.
instant messaging
d.
videoconferencing
e.
telework
68. Thanks to electronic communication, people don't need to be in a central office to talk with their coworkers and do
their jobs. What is the general term for work conducted outside a central office?
a.
teleconferencing
b.
satellite work
c.
instant messaging
d.
videoconferencing
e.
telework
69. What term refers to a website stored on a computer that is connected to other company computers by an
internal network?
a.
internet
b.
intranet
c.
extranet
d.
collaboration software
Name:
Class:
Date:
Chapter 09—Communication
e.
world wide web
70. What term refers to a live or prerecorded video segment that is broadcast over a company’s intranet and
archived for employees to view later?
a.
blog
b.
portal
c.
webcast
d.
podcast
e.
wiki
71. What term refers to a searchable, archivable website that allows people to comment on and edit one
another’s work in real time?
a.
blog
b.
portal
c.
webcast
d.
podcast
e.
wiki
72. What term refers to an individual's chronicles of personal thoughts and interests and can function as an
online diary?
a.
blog
b.
portal
c.
webcast
d.
podcast
e.
wiki
73. A communication medium's _________ reflects the extent to which the medium can carry nonverbal cues,
provide rapid feedback, convey personality traits, and support the use of natural language.
a.
poorness
b.
richness
c.
technological advancement
d.
realism
e.
clarity
74. A communication medium's _________ reflects the speed at which it lets the receiver provide feedback.
a.
adaptability
b.
personal focus
c.
language variety
Name:
Class:
Date:
Chapter 09—Communication
d.
ability to transmit multiple cues
e.
interactivity
75. A communication medium that allows the speaker to convey physical presence, voice inflection, nonverbal cues, and
pictures is said to have a high
a.
adaptability.
b.
personal focus.
c.
language variety.
d.
ability to transmit multiple cues.
e.
interactivity.
76. A communication medium that allows the speaker to convey a broad set of concepts and ideas is said to have a high
a.
adaptability.
b.
personal focus.
c.
language variety.
d.
ability to transmit multiple cues.
e.
interactivity.
77. A communication medium that allows the speaker to express emotions and social cues is said to have a high
a.
adaptability.
b.
personal focus.
c.
language variety.
d.
ability to transmit multiple cues.
e.
interactivity.
78. Which of the following communication media has the highest richness?
a.
telephone
b.
formal written correspondence
c.
email
d.
videoconferencing
e.
instant messaging
79. Which of the following communication media has the lowest richness?
a.
telephone
b.
formal written correspondence
c.
email
d.
videoconferencing
e.
instant messaging
Name:
Class:
Date:
Chapter 09—Communication
80. _________ communication occurs when higher-level employees communicate to those at lower levels the
organization.
a.
Upward
b.
Downward
c.
Horizontal
d.
Diagonal
e.
Formal
81. _________ communication occurs when lower-level employees communicate to those at higher levels the
organization.
a.
Upward
b.
Downward
c.
Horizontal
d.
Diagonal
e.
Formal
82. _________ communication occurs when someone in an organization communicates with others at the same
organizational level.
a.
Upward
b.
Downward
c.
Horizontal
d.
Diagonal
e.
Formal
83. _________ communication occurs when employees communicate across departments and levels.
a.
Upward
b.
Downward
c.
Horizontal
d.
Diagonal
e.
Formal
84. _________ communications are official, organization-sanctioned communications.
a.
Written
b.
Oral
c.
Informal
d.
Formal
e.
Diagonal
Name:
Class:
Date:
Chapter 09—Communication
85. _________ communication is anything that is not official, such as gossip or another employee’s question about how to
do something.
a.
Written
b.
Oral
c.
Informal
d.
Formal
e.
Diagonal
86. Formal communications CANNOT be which one of the following?
a.
upward
b.
downward
c.
horizontal
d.
diagonal
e.
any of these can be formal communications
87. The set of relationships among people connected through friendship, family, work, or other ties is called a(n)
a.
organization.
b.
social networking site.
c.
social network.
d.
formal communication.
e.
informal communication.
88. In much of the world, the thumb up sign means “O.K.” But in Nigeria, Afghanistan, Iran, and parts of Italy and Greece
it is an obscene insult and carries the same meaning as the middle finger in the U.S. This is an example of which type of
communication barrier?
a.
misperception
b.
filtering
c.
cultural
d.
jargon
e.
semantics
89. Employees checking their cell phones and whispering to each other during a meeting are causing which type of
communication noise?
a.
misperception
b.
selective perception
c.
filtering
d.
competition
e.
jargon
Name:
Class:
Date:
Chapter 09—Communication
90. Which of the following is NOT a suggestion for running an effective job interview?
a.
Listen attentively and nod occasionally.
b.
Give a firm handshake.
c.
Sit behind a desk.
d.
Refrain from multitasking.
e.
Sell the candidate on the job opportunity.
91. What term refers to work completed by traveling employees who use technology to communicate with the office as
necessary from places such as client offices, airports, cars, and hotels?
a.
mobile work
b.
satellite offices
c.
home-based telecommuting
d.
neighborhood work centers
e.
telework
92. _______________ is the richest communication medium because it has the capacity for immediate feedback, carries
multiple cues, and uses natural language.
a.
Instant messaging
b.
Email
c.
Telephone
d.
Face-to-face
e.
Walkie-Talkie
93. Videoconferencing is ________ in feedback availability and ________ in language variety.
a.
low, low
b.
moderate, moderate
c.
moderate, high
d.
high, moderate
e.
high, high
94. Employees who telecommute have ______________ than those who do not.
a.
less social interaction with coworkers
b.
higher commuting expenses
c.
more interruptions during work time
d.
less personal freedom
e.
a greater need for corporate offices
95. _________ ties refer to relationships with coworkers, bosses, and others we know because of the roles we hold.
Name:
Class:
Date:
Chapter 09—Communication
a.
Social
b.
Fraternal
c.
Community
d.
Informal
e.
Formal
96. Relationships based on friendship and choice are called _________ ties.
a.
organizational
b.
fraternal
c.
community
d.
informal
e.
formal
97. Gustav, a low-level employee, thinks his manager is treating him unfairly. Unsure what to do, he reaches out to
Gladys, a manager in another department, for advice. Which type of communication is this an example of?
a.
upward
b.
downward
c.
horizontal
d.
diagonal
e.
informal
98. Pam, a human resources manager, thinks that the company's slow network is hurting productivity. She reaches out
Vladimir, a digital technology manager, to discuss the problem. Which type of communication is this an example of?
a.
upward
b.
downward
c.
horizontal
d.
diagonal
e.
informal
99. Mary thinks her new employee, Zane, is doing a great job, and she decides to tell him so. This is an example of which
type of communication?
a.
upward
b.
downward
c.
horizontal
d.
diagonal
e.
informal
100. Zane, a new employee, wants to rise quickly through the ranks and decides to ask his supervisor, Mary, for
professional development advice. This is an example of which type of communication?
Name:
Class:
Date:
Chapter 09—Communication
a.
upward
b.
downward
c.
horizontal
d.
diagonal
e.
informal
Completion
101. ____________________ is the social process in which two or more parties exchange information and share meaning.
102. The communication process starts when a sender translates information into words, _________, or pictures
and passes it to the receiver through some medium.
103. ____________________ is the process by which the receiver of the message interprets its meaning.
104. The receiver of communication may repeat or paraphrase the message, ask for clarification, and check
whether she understood it correctly. All of these are forms of __________.
105. Poor encoding and decoding can be a result of channel ____________, which is anything that interferes with the
communication process.
106. Providing instructions for a work assignment is an example of ____________________ communication.
107. The word "soon" might mean "immediately" to one person and "in a few days or weeks" to another. This is
an example of ______________.
108. ____________________ is a specialized or technical language of a trade, field, or profession.
109. An employee providing feedback to upper management is an example of ____________________ communication.
110. ________ are similar to intranets but tend to be more project-focused.
Matching
Match each of the following descriptions with the communication term that best describes it.
Name:
Class:
Date:
Chapter 09—Communication
a.
Marty wants to text Jean, "I want to give you the job," but his thumbs shift to the left on the last word by accident,
so instead he writes, "I want to give you the hiv."
b.
Marty uses a text message to let Jean know that he wants to give her the job.
c.
Marty wants to give Jean the job.
d.
Jean's phone is extremely dirty, so when she receives a text from Marty, she at first cannot read what it says.
e.
In response to Marty's text, Jean texts back, "When you said 'hiv' did you mean 'job?'"
f.
Jean receives a text from Marty that says, "I want to give you the hiv." She assumes he meant "job," not
"hiv," so she's delighted, because she wanted the job very much.
111. decoding
112. encoding
113. noise
114. message
115. feedback
116. channel
Match each of the following descriptions with the type of communication noise it most clearly illustrates.
a.
Harry says to Sally, "They say girls like a guy with a sense of humor, but that's a lie. I'm hilarious, yet girls never
want to date me." Sally, a logician, laughs and says, "It's not a lie; you're just confusing necessity with sufficiency."
Harry doesn't understand what she means.
b.
Oscar writes his friend an email, but the internet crashes just as he's about to send it.
c.
Harriet texts Agnes, "Where are we meeting them for dinner?" Agnes texts back, "At the Takara." But there are
two Takaras in town, so Harriet still doesn't know where to go.
d.
Tom told Lily he'd send her the report by end of day Thursday. To Lily, "by end of day" means by the end of the
working day, but to Tom, it means "by 11:59 pm." When Tom is still working on the report at 7pm on Thursday,
he thinks he's ahead of schedule, whereas Lily already thinks he failed to come through.
117. loss of transmission
118. jargon
119. semantics
Name:
Class:
Date:
Chapter 09—Communication
120. ambiguity
Essay
121. Compare and contrast formal and informal communication. Use examples.
122. Explain and describe active listening and how it plays an important role in communication.
123. Describe, discuss, and give examples of the various elements of nonverbal communication.
124. Explain diagonal communication and use examples to illustrate how it can facilitate communication within a
company.
125. Explain what portals are and how a business might use a portal. Use examples.
