21) In which of the following cases has communication occurred?
A) Gary updates his blog regularly, even though no one reads it.
B) Brian attends all the Algebra lectures, but is unable to understand the subject.
C) Jen has sent an urgent e-mail to her Ja
D) Ana tells her manager that she needs a new computer, but he says that the company can't afford it.
22) Good communication occurs only when the recipient ________.
A) agrees with the sender's message
B) does what the speaker asks
C) understands the speaker's meaning
D) makes eye contact with the speaker
C) understands the speaker's meaning
For communication to be successful, meaning must be imparted and ________.
A) received by the other person
B) force action from the receiver
C) feedback must be established
D) understood by the receiver
D) understood by the receiver
24) ________ consists of all the patterns, networks, and systems of communication within an organization.
A) The grapevine
B) Interpersonal communication
C) Organizational communication
D) Formal communication
C) Organizational communication
25) Alec is hired as a senior analyst at Tech Research Institute and is assigned to a project with four other researchers. He soon realizes that two of his team mates do not see eye-to-eye on many issues. Far from being solved, the situation escalates ove
B) to control
26) When a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ________.
A) control
27) In which of the following cases is communication used to control employee behavior?
A) Sandy tells Mitch that she's happy with the progress he's making.
B) Glenn lets Ann know that the deadline for her project has been postponed.
C) Jan informs Sara t
C) Jan informs Sara that she must follow the dress code at work.
28) George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in ________.
A) deciphering the message
B) organizational communication
C) la
B) organizational communication
29) Pat manages the customer care department of her firm. She is very happy with her team of 15 customer care executives who've all been consistently performing well. Customer feedback was impressive and Pat is planning to give them good bonuses this time
C) motivation
30) During the communication process, the message is converted to a symbolic form. This process is called ________.
A) decoding
B) encoding
C) deciphering
D) expanding
B) encoding
31) Disturbances that interfere with the transmission, receipt, or feedback of a message are called ________.
A) screens
B) filters
C) echoes
D) noise
D) noise
32) The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________.
A) decoding
B) encoding
C) reinstating
D) expanding
A) decoding
33) The final link in the communication process is ________.
A) encoding
B) decoding
C) receiving
D) feedback
D) feedback
34) Which of the following is true for the communication process?
A) The decoding process takes place within the channel.
B) Noise cannot affect the encoding of the message.
C) Encoding takes place before the message reaches the medium.
D) The sender deco
C) Encoding takes place before the message reaches the medium.
35) Adam has to tell the members of his department that the office timings have changed from flexible timings to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new ti
C) The noise in the process interfered with the transmission of the message.
36) Complexity capacity refers to the degree to which the communication method ________.
A) offers a reasonable assurance of confidentiality
B) makes a simple message seem more complex
C) effectively processes complicated messages
D) offers quick and accu
C) effectively processes complicated messages
37) Which of the following describes the number of different messages that can be transmitted using a particular method of communication?
A) complexity capacity
B) breadth potential
C) scanability
D) encoding ease
B) breadth potential
38) Which of the following is an example of noise?
A) sending unsolicited sales messages to prospects
B) adding your contact information at the end of an e-mail message
C) leaving a message on the answering machine when you cannot reach someone
D) thinkin
D) thinking about the party you attended last night while sitting in a lecture
39) Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which of the foll
C) Betty decoded the message incorrectly.
40) Which of the following attributes of a communication method will be the most important for a scientist who has to send large amounts of data to a colleague?
A) complexity capacity
B) feedback
C) formality
D) interpersonal warmth
A) complexity capacity
41) When a sender evaluates a communication method to judge scanability, he is checking if ________.
A) the method can easily transmit a large number of messages
B) the method allows recipients to process complex messages effectively
C) the method adequat
D) the recipient can easily browse the message for relevant information
42) CISCO's Unified Personal Communicator allows fast and easy access to voice, video, instant messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia interface on your PC or Mac. Which of the following aspects of co
B) time-space constraint
43) Which of the following is true of nonverbal communication?
A) It is synonymous with body language.
B) It carries greater impact than verbal communication.
C) It is absent in spoken communication.
D) It is involuntary; it cannot be used deliberately.
B) It carries greater impact than verbal communication.
44) Which of the following methods of communication should be used when the sender requires quick and accurate feedback?
A) publications
B) face-to-face
C) postal mail
D) fax
B) face-to-face
45) Which of the following methods of communication offers high scanability?
A) publications
B) face-to-face communication
C) meetings
D) voice mail
A) publications
46) All of the following are barriers to effective interpersonal communication, EXCEPT ________.
A) filtering
B) selective perception
C) feedback
D) defensiveness
C) feedback
47) Sarah needs funding to research the efficacy of a certain drug for the treatment of cancer. Though her initial trials have been inconclusive, Sarah is sure that the drug will prove to be effective. However, the organizations she plans to approach for
B) filtering
48) ________ is the deliberate manipulation of information to make it appear more favorable to the receiver.
A) Lateral communication
B) Encoding
C) Diagonal communication
D) Filtering
D) Filtering
49) When a person tells his or her manager what the manager wants to hear, which of the following barriers to effective interpersonal communication is the person using?
A) filtering
B) selective perception
C) feedback
D) defensiveness
A) filtering
50) Which of the following is true of filtering?
A) Filtering aids effective communication by making a message more favorable to a receiver.
B) The more vertical levels in an organization, the more opportunities there are for filtering.
C) Filtering occur
B) The more vertical levels in an organization, the more opportunities there are for filtering.
51) A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity.
A) perceptual barrier
B) information overload
C) conceptual block
D) physical barrier
B) information overload
52) Jargon is ________.
A) the capacity of a communication method to process complex messages
B) a technique for deliberate manipulation of information to make it appear more favorable to the receiver
C) specialized terminology that members of a group use
C) specialized terminology that members of a group use to communicate among themselves
53) Which of the following is a way for managers to overcome the barriers to communication?
A) feedback
B) decoding
C) encoding
D) filtering
A) feedback
54) Which of the following is true for active listeners?
A) They should avoid making eye contact and nodding as this will distract the speaker.
B) They should not interrupt the speaker, but should feel free to ask questions about the topic.
C) They should
B) They should not interrupt the speaker, but should feel free to ask questions about the topic.
55) Which of the following helps an individual to understand the actual content of a message?
A) antipathy
B) empathy
C) apathy
D) empowerment
B) empathy
56) Listening is an active search for meaning, whereas ________ is passive.
A) speaking
B) encoding
C) decoding
D) hearing
D) hearing
57) Listening for full meaning without making premature judgments or interpretations is called ________.
A) passive hearing
B) lateral communication
C) active listening
D) decoding
C) active listening
58) When a manager asks an employee to complete a task, he or she is using ________ communication.
A) upward
B) lateral
C) informal
D) formal
D) formal
59) Organizational communication that is not defined by the organization's structural hierarchy is known as ________ communication.
A) external
B) passive
C) informal
D) controlled
C) informal
60) The ________ communication system within an organization permits employees to satisfy their need for social interaction with their peers.
A) informal
B) upward
C) formal
D) downward
A) informal
61) Downward communication is used ________.
A) by employees to give managers progress reports
B) to coordinate and evaluate employees
C) between employees at the same organizational level
D) between people of different departments and organizational leve
B) to coordinate and evaluate employees
62) Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which of the following types of communication does he use?
A) u
B) downward
63) ________ communication is communication that flows from a manager to employees.
A) Lateral
B) Upward
C) Downward
D) Horizontal
C) Downward
64) In an effort to improve communication within the Accounts department of a large organization, the department head puts a suggestion box at the door and invites employees to communicate their thoughts, ideas, concerns, or grievances to the managers in
A) upward
65) ________ communication keeps managers aware of how employees feel about their jobs, their coworkers, and the organization in general.
A) Downward
B) Horizontal
C) Lateral
D) Upward
D) Upward
66) Which of the following management styles will most likely encourage upward communication?
A) dictatorial
B) paternalistic
C) participative
D) authoritarian
C) participative
67) Which of the following is an example of lateral communication?
A) George informs his superior about the progress of the new project.
B) Brian talks to his teammate about a change in project specifications.
C) Richard penalizes John for not following t
B) Brian talks to his teammate about a change in project specifications.
68) Cross-functional teams rely heavily on ________ communication, which can be problematic if their managers are not kept informed about the decisions.
A) downward
B) upward
C) vertical
D) lateral
D) lateral
69) When an organization has an interest in increasing the efficiency and speed of communication between managers at different levels and in different departments, then ________.
A) upward communication works best
B) diagonal communication should be used
B) diagonal communication should be used
70) In the all-channel network, communication flows ________.
A) downward from a strong leader to his subordinates in the work group
B) in a parallel fashion until all of the members of a work group have been informed
C) freely among all members of a form
C) freely among all members of a formal work team
71) If a company is concerned with achieving high member satisfaction for all the participants in a network, which of the following communication networks is best?
A) chain network
B) horizontal network
C) wheel network
D) all-channel network
D) all-channel network
72) In the ________ communication network, communication flows according to the formal organizational hierarchy, both downward and upward.
A) chain
B) all-channel
C) wheel
D) horizontal
A) chain
73) In a ________ communication network, all communication passes through a clearly identifiable leader to the others in a team and upward from team members to the leader.
A) wheel
B) all-channel
C) chain
D) circular
A) wheel
74) An organization's grapevine works as ________.
A) a method for managers to communicate official policy
B) a method for management to control the dissemination of information
C) both a formal and an informal communication method
D) a filter and a feedb
D) a filter and a feedback mechanism for managers
75) Because rumors that flow along the grapevine can never be eliminated entirely, managers can minimize the negative consequences of rumors by ________.
A) ignoring them completely
B) communicating openly and honestly with employees
C) encouraging an all
B) communicating openly and honestly with employees
76) Which of the following is true for organizational communication?
A) It uses formal but not informal communication techniques.
B) It includes informal communication via the grapevine.
C) Information flows according to the organization's chain of comman
B) It includes informal communication via the grapevine.
77) Over the years, managers at Wilson's Retail have discovered that the sales staff in the retail areas have the best insights into what customers want and how they shop. Wilson's uses these insights to design its retail spaces and decide which products
C) all-channel
78) In order to increase face-to-face communication among employees, the workplace design should ________.
A) maximize visibility and density
B) maximize visibility and minimize density
C) minimize visibility and density
D) minimize visibility and maximiz
A) maximize visibility and density
79) Selenius Inc. develops and tests software products. The work calls for a lot of collaboration among employees, who frequently brainstorm and bounce ideas off each other. Which of the following workplace designs will best suit Selenius' requirements?
A
A) an open workplace
80) SmallStuff Inc., is a start-up company. Though small in size, it performs niche services. Its CEO, Will McConnell, thinks it's better to have open workplaces because visibility increases accountability. Which of the following facts, if true, would und
B) Employees deal with proprietory information and can function efficiently without supervision.
81) A(n) ________ is a location where Internet users can gain wireless access to the Internet.
A) extranet
B) LAN
C) intranet
D) wi-fi hot spot
D) wi-fi hot spot
82) Which of the following is a disadvantage of using IT in organizational communication?
A) economic drawbacks
B) geographic constraints
C) psychological costs
D) time constraints
C) psychological costs