Name:
Class:
Date:
Chapter 09—Communication
True / False
1. Expressing feelings and emotions can facilitate coordinated action when communicating.
a.
True
b.
False
True
2. One of the key purposes of organizational communication is to share information with members of the organization.
a.
True
b.
False
True
3. Fortunately for retailers, brand names translate across cultures without difficulty.
a.
True
b.
False
False
4. Manuals are probably the most common form of written communication in organizations.
a.
True
b.
False
False
5. The most prevalent form of organizational communication is oral communication.
a.
True
b.
False
True
6. The eyes are an important component of nonverbal communication.
a.
True
b.
False
True
7. Nonverbal communication only includes elements related to personal characteristics.
a.
True
b.
False
False
8. Transmission is the process by which the message is translated from an idea or thought into transmittable symbols.
a.
True
b.
False
False
9. Decoding is the process through which the symbols that represent the message are sent to the receiver.
a.
True
b.
False
Name:
Class:
Date:
Chapter 09—Communication
False
10. Noise can occur only during the encoding and decoding steps of the communication process.
a.
True
b.
False
False
11. Jargon is a specialized or technical language of a trade, profession, or social group.
a.
True
b.
False
True
12. Verification that the message has been understood correctly occurs during the feedback portion of communication.
a.
True
b.
False
True
13. The grapevine is an example of an informal communication.
a.
True
b.
False
True
14. Managers should try to insulate themselves from office gossip.
a.
True
b.
False
False
15. Implied verbal and nonverbal cues are least important when managers engage in cross-cultural communications.
a.
True
b.
False
False
Multiple Choice
16. Communication is defined as
a.
a technical process that involves the transmission of data.
b.
a social process that involves information exchange.
c.
one person talking to another.
d.
organizational memos.
e.
gathering meaning to gain a strategic advantage.
17. ____ communication takes place informally, during task activities, and throughout meetings.
a.
Group
b.
Oral
Name:
Class:
Date:
Chapter 09—Communication
c.
Environmental
d.
Secondary
e.
Primary
18. All of the following are examples of oral communication in organizations EXCEPT
a.
A telephone call
b.
Reading a manual out loud to coworkers
c.
Discussing a task
d.
Sending a memo to colleagues
e.
A conversion on cell phones
19. Physical movements and body language are forms of
a.
communication medium.
b.
physical communication.
c.
personal communication.
d.
nonverbal communication.
e.
visual communication.
20. All of the following are examples of body language EXCEPT
a.
smiling.
b.
frowning.
c.
shouting.
d.
making eye contact.
e.
sitting back with arms folded.
c
21. All of the following are forms of nonverbal communication EXCEPT
a.
a pat on the shoulder
b.
giving a speech
c.
frowning
d.
plush carpeting
e.
the layout of office furniture
22. Which of the following statements about the social process of communication is FALSE?
a.
It requires face-to-face interaction.
b.
It allows information exchange.
c.
It is not an instantaneous event.
d.
It involves two or more people.
e.
It takes place over time.
Name:
Class:
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Chapter 09—Communication
a
23. ____ is the process by which the receiver of the message interprets its meaning.
a.
Communication
b.
Language
c.
Feedback
d.
Encoding
e.
Decoding
e
24. The ____ is the individual, group, or organization interested in communicating a message to another party.
a.
noise
b.
receiver
c.
decoding
d.
encoding
e.
sender
e
25. ____ is any disturbance in the communication process that interferes with or distorts communication.
a.
Feedback
b.
Decoding
c.
Noise
d.
Transmission
e.
None of these
c
26. The feedback phase of the communication process is initiated when
a.
the receiver decodes the message.
b.
the sender encodes the message.
c.
the receiver understands the message.
d.
the initial sender translates the message.
e.
the receiver responds to the message.
e
27. Which of the following statements about feedback is FALSE?
a.
Feedback can be simple or complex.
b.
Feedback can be written or oral, but not nonverbal.
c.
Feedback verifies whether the message was received.
d.
Feedback is initiated by the receiver.
e.
Feedback verifies whether the message was understood.
28. Ivan is trying to understand the concern of an angry customer, but several employees keep interrupting the conversion.
These interruptions are an example of
Name:
Class:
Date:
Chapter 09—Communication
a.
static.
b.
feedback.
c.
miscommunication.
d.
noise.
e.
channel deficiency.
29. For effective communication to take place, both parties must
a.
decode the manager’s message.
b.
eliminate nonverbal cues.
c.
instantaneously exchange information.
d.
communicate face-to-face.
e.
attach the same meaning to the symbols used in the message.
e
30. Communication that is _________ typically consists of messages about how to do a job, performance goals, the
firm’s policies, and how the company is performing.
a.
quick
b.
horizontal
c.
slow
d.
upward
e.
downward
e
31. Upward communication usually provides feedback to
a.
subordinates.
b.
peers.
c.
managers.
d.
customers.
e.
entry-level and transfer employees.
c
32. Which of the following is NOT a receiver-based barrier to communication?
a.
The receiver records the message for further review.
b.
The receiver may discount an entire message on the basis of perception of the speaker’s credibility.
c.
The receiver may be experiencing overload.
d.
The receiver’s translation of the symbol differs from the initial source translation.
e.
The receiver bases his attention level on his values.
a
33. ___________ is the portion of communication that enables a receiver to indicate receipt and understanding of a
message.
a.
Encording
Name:
Class:
Date:
Chapter 09—Communication
b.
Decoding
c.
Noise
d.
Symbolism
e.
Feedbacck
e
34. The medium used to send information is called the
a.
decoder.
b.
encoder.
c.
channel.
d.
message.
e.
feedback.
c
35. _________ communication is neither spoken nor written yet has meaning to others.
a.
Decoded
b.
Encoded
c.
Noisy
d.
Verbal
e.
Nonverbal
e
36. _________ is a movement such as a gesture or expression that conveys information to others.
a.
Noisy language
b.
Sign language
c.
Body language
d.
Nonverbal communication
e.
Verbal communication
c
37. _________ refers to the emphasis given to spoken words and phrases.
a.
Nonverbal intonation
b.
Verbal intonation
c.
Body language
d.
Nonverbal communication
e.
Verbal communication
38. In _________, the sender communicates a message without expecting or getting any feedback from the receiver.
a.
nonverbal communication
b.
verbal communication
c.
one–way communication
d.
two-way communication
Name:
Class:
Date:
Chapter 09—Communication
e.
body language
39. Once a receiver provides feedback to a sender, the sender and receiver have engaged in
a.
nonverbal communication.
b.
verbal communication.
c.
one-way communication.
d.
two-way communication.
e.
body language.
40. Which type of task interdependence occurs when employees work independently and their output is combined into
group output?
a.
verbal interdependence
b.
nonverbal interdependence
c.
reciprocal interdependence
d.
sequential interdependence
e.
pooled interdependence
41. Which type of task interdependence requires that tasks be performed in a certain order?
a.
verbal interdependence
b.
nonverbal interdependence
c.
reciprocal interdependence
d.
sequential interdependence
e.
pooled interdependence
42. Which type of task interdependence requires constant communication and mutual adjustment for task completion?
a.
verbal interdependence
b.
nonverbal interdependence
c.
reciprocal interdependence
d.
sequential interdependence
e.
pooled interdependence
43. Which type of task interdependence has the fewest communication requirements?
a.
verbal interdependence
b.
nonverbal interdependence
c.
reciprocal interdependence
d.
sequential interdependence
e.
pooled interdependence
Name:
Class:
Date:
Chapter 09—Communication
44. Which type of task interdependence has the most communication requirements?
a.
verbal interdependence
b.
nonverbal interdependence
c.
reciprocal interdependence
d.
sequential interdependence
e.
pooled interdependence
c
45. Which of the following occurs when we interpret what we see based on our interests, expectations, experience, and
attitudes rather than on how things really are?
a.
misperception
b.
selective perception
c.
filtering
d.
information overload
e.
none of these
46. Which of the following occurs when a message is not decoded by the receiver in the way the sender intended?
a.
misperception
b.
selective perception
c.
filtering
d.
information overload
e.
none of these
a
47. Which of the following occurs when less than the full amount of information is received due to withholding, ignoring,
or distorting information?
a.
misperception
b.
selective perception
c.
filtering
d.
information overload
e.
none of these
c
48. Which of the following occurs when the amount of information available exceeds our ability to process it?
a.
misperception
b.
selective perception
c.
filtering
d.
information overload
e.
none of these
49. In a _________ culture, people rely on the words themselves to carry meaning.
a.
collectivistic
Name:
Class:
Date:
Chapter 09—Communication
b.
individualistic
c.
low-context
d.
high-context
e.
none of these
c
50. In a _________ culture, people rely on nonverbal or situational cues to convey meaning.
a.
collectivistic
b.
individualistic
c.
low-context
d.
high-context
e.
none of these
51. In a _________ culture, if an employee asks a manager for a raise and the answer is no, the manager might say, “That
could be difficult.”
a.
collectivistic
b.
individualistic
c.
low-context
d.
high-context
e.
none of these
52. In a _________ culture, if an employee asks a manager for a raise and the answer is no, the manager might explicitly
say no.
a.
collectivistic
b.
individualistic
c.
low-context
d.
high-context
e.
none of these
c
53. Which type of noise refers to the total failure of the medium being used for communication, such as a dropped phone
call or disconnected internet connection?
a.
jargon
b.
semantics
c.
loss of transmission
d.
ambiguity
e.
none of these
c
54. Which type of noise occurs when there is more than one way to interpret the sender’s message?
a.
jargon
b.
semantics
Name:
Class:
Date:
Chapter 09—Communication
c.
loss of transmission
d.
ambiguity
e.
none of these
55. Which type of noise occurs when overly technical language prevents the receiver from understanding the message?
a.
jargon
b.
semantics
c.
loss of transmission
d.
ambiguity
e.
none of these
a
56. Which type of noise occurs when the sender and the receiver have different opinions on the meaning of the same
word?
a.
jargon
b.
semantics
c.
loss of transmission
d.
ambiguity
e.
none of these
57. Becoming involved in the process of listening to what others are saying and clarifying messages is called
a.
passive listening.
b.
active listening.
c.
hearing.
d.
feedback.
e.
decoding.
58. Which of the following is NOT a suggestion for being a good listener?
a.
Repeatedly make logical connections between what the speaker has said.
b.
Offer speakers honest, clear, timely, respectful, and relevant acknowledgment of what the speaker
has said.
c.
Give speakers clear nonverbal evidence that you are listening attentively.
d.
Give speakers clear verbal evidence that you are listening attentively.
e.
Do not react to unusual or inconsistent communication cues from the speaker.
e
59. Which of the following is NOT a guideline for effective writing?
a.
Footnote any ideas, phrases, sentences, and terms that are not your own.
b.
Back up your assertions with statistics, examples, and citation of authorities.
c.
Write with energy and conviction. Avoid passive voice.
Name:
Class:
Date:
Chapter 09—Communication
d.
Use graphic aids and pictures to highlight and express ideas
e.
Write to impress as well as to express.
60. Which of the following is NOT a guideline for effective email use?
a.
Avoid unprofessional email addresses.
b.
Avoid using email for delivering personal news.
c.
Avoid subject lines that render the rest of the email unnecessary.
d.
Avoid using “reply all” and “cc” unless absolutely necessary.
e.
Avoid criticizing others via email.
61. Which of the following is NOT a guideline for giving effective presentations?
a.
Spend some time establishing rapport with the audience.
b.
End with a bang.
c.
Rely on notes as little as possible.
d.
Channel nervous energy into enthusiasm.
e.
Pace back and forth while making eye contact with the audience.
62. Which of the following is NOT a suggestion for running effective meetings?
a.
If interpersonal issues come up, dismiss them as quickly as possible.
b.
Require that participants come prepared to discuss the agenda.
c.
Do not overprepare; look up information on the fly to keep the meeting fresh.
d.
If at all possible, try not to have meetings in the first place.
e.
State a time frame at the beginning of the meeting and stick to it at all costs.
63. The internet allows people to access only the information they want, a broadcast technique called
a.
data mining.
b.
data processing.
c.
information pull.
d.
information push.
e.
information overload.
64. Giving people information that they did not ask for is a broadcast technique called
a.
data mining.
b.
data processing.
c.
information pull.
d.
information push.
e.
information overload.