Miami Dade College, Miami - MNA 2120

Chapter 5

1)refers to the way managers design their firm to achieve the organization's mission and goals.

1. 1. Organizational mission
   2. Organizational structure
   3. Organizational communication
   4. Organizational support

2.      is the flow of information both up and down the chain of command.
   1. Horizontal communication
   2. Informal communication
   3. Vertical communication
   4. Grapevine communication

3.               follows the chain of command and is recognized as official.
   1. Vertical communication
   2. Informal communication
   3. Horizontal communication
   4. Grapevine communication

4.               is the flow of information between colleagues and peers.
   1. Vertical communication
   2. Downward communication
   3. Grapevine communication
   4. Horizontal communication

5. Communication outside the chain of command is                     .
   1. vertical
   2. upward
   3. downward
   4. horizontal

6. The grapevine is                 .
   1. also called upward communication
   2. best used for vertical downward communication
   3. the informal vehicle through which messages flow throughout the organization
   4. a useless organizational reality

7. 27.

"Chris, I have completed the minutes of the meeting and put it on your desk. Please let me know if I have to correct some things in it." Identify the communication flow in this statement.

1. 1. Vertical—downward
   2. Vertical—upward
   3. Horizontal
   4. Grapevine

8. "Dharma, can I have Jones in my office in 15 minutes? Tell him to bring the quarterly report along." Identify the communication flow in this statement.
   1. Vertical—downward
   2. Vertical—upward
   3. Horizontal
   4. Grapevine

9. "Hi Sam, how are you? How did you like our new product range?" Identify the communication flow in this statement.
   1. Vertical—downward
   2. Vertical—upward
   3. Horizontal
   4. Grapevine

10. "Hey Danny, did you know the new girl in HR is Jack's sister?" Identify the communication flow in this statement.
    1. Vertical—downward
    2. Vertical—upward
    3. Horizontal
    4. Grapevine

11.               enables a company to tap into raw computing power, storage, software applications, and data from large data centers over the Internet.
    1. Social Media
    2. Cloud computing
    3. M-commerce
    4. Intranet

12. The                consists of a sender who encodes a message and transmits it through a channel to a receiver who decodes it and may give feedback.
    1. communication process
    2. transmission process
    3. reception process
    4. coding process

13.               is the sender's process of putting the message into a form that the receiver will understand.
    1. Encoding
    2. Transmitting
    3. Decoding
    4. Ciphering

14. The                is the physical form of the encoded information.
    1. transmitter
    2. message
    3. mobile
    4. receiver

15.               refers to the amount of information and meaning conveyed through a channel.
    1. Encoding
    2. Feedback
    3. Media richness
    4. Fog index

16.             is the receiver's process of translating the message into a meaningful form.
    1. Encoding
    2. Receiving
    3. Transcripting
    4. Decoding

17. Which of the following is the final step of the communication process?
    1. Encoding
    2. Receiving
    3. Feedback
    4. Decoding

18. "The company's Annual Sports Meet will be held on the 15th of November this year." Which of the following is the most appropriate channel for this message?
    1. Report
    2. Telephone
    3. Memo
    4. Poster

19. "The board wants to look at the turnover and taxes of the last four quarters." Which of the following is the most appropriate channel for this message?
    1. Report
    2. Telephone
    3. Memo
    4. Poster
20. "The team needs to sit and discuss issues relating to production." Which of the following is the most

appropriate channel for this message?

1. 1. Report
   2. Telephone
   3. Meeting
   4. Poster

21. "The boss wants to confirm the reservations for dinner at the Ritz." Which of the following is the most appropriate channel for this message?
    1. Report
    2. Telephone
    3. Meeting

1. 4. Poster

22. "Mr. Brown is a retired old man. Do not send him an e-mail, he doesn't use the Internet." Which of the following communication barriers is indicated by the statement?
    1. Information overload
    2. Noise
    3. Channel selection
    4. Trust and credibility

23. "Hey Alvin, do you get what I'm saying? Repeat to me what you are expected to do at the exact stroke of midnight?" Which of the following communication barriers is indicated by the statement?
    1. Not listening
    2. Information overload
    3. Channel selection
    4. Filtering

24. Do not smile too much. In this country it is a sign of weakness. Look sterner." Which of the following communication barriers is indicated by the statement?
    1. Gender
    2. Language
    3. Channel selection
    4. Culture

25. "Could you lower the volume? I'm on the phone." Which of the following communication barriers is

indicated by the statement?

1. 1. Filtering
   2. Noise
   3. Channel selection
   4. Information overload

26. Which of the following is a way to overcome perception barriers while communicating?
    1. Encoding the message with appropriate words
    2. Using an appropriate channel for communication
    3. Sending messages in a quantity that the receiver can understand
    4. Using the appropriate tone of voice

27. Which of the following can be helpful in overcoming global barriers to communication?
    1. Believe there are similarities until differences are proved.
    2. Delay judgment of a person's behavior until you are sure you are being culturally sensitive.
    3. As the sender, decode your message without any focus on the receiver's cross-cultural differences.
    4. If you are not sure what is appropriate, do as you are used to.

28. Which of the following is the first step of the message-sending process?
    1. Develop rapport
    2. State the communication objective
    3. Check understanding
    4. Transmit the message

29.               is a process of having the receiver restate the message in his or her own words.
    1. Paraphrasing
    2. Encoding
    3. Decoding
    4. Reinstating

30. Which of the following is the final step of the message-sending process?
    1. State the communication objective
    2. Get a commitment and follow up
    3. Check understanding
    4. Transmit the message

31.               is the process of verifying messages.
    1. Paraphrasing
    2. Encoding
    3. Decoding
    4. Feedback

32. When people interrupt you to talk, which of the following should you do to improve listening skills?
    1. Stop what you are doing and give them your complete attention.
    2. Listen to them while you continue to do what you are doing.
    3. Train your mind to focus on what they are saying as well as the work at hand.
    4. Not ask direct questions if you feel there is something missing.

33. Which of the following is a way to improve listening skills?
    1. Not asking direct questions if you feel there is something missing
    2. Listening and analyzing or evaluating what is said at the same time
    3. Repeating in your mind what the speaker is saying
    4. Basing your conclusion on opinions, stereotypes, and generalities

34. "Let me read it again. I had a lot on my mind when you showed it to me." Which of the following listening tips should the speaker apply?
    1. Do not assume and interrupt
    2. Watch for nonverbal cues
    3. Pay attention
    4. Avoid distractions

35. Can you please slow down a bit? I am jotting down some points lest I forget." Which of the following listening tips is the speaker applying?

1. 1. Taking notes
   2. Paying attention
   3. Asking questions
   4. Avoiding distractions

36. "You look puzzled. I'll try to put it in simple terms." Which of the following listening tips is the speaker applying?
    1. Evaluating after listening
    2. Thinking
    3. Evaluating facts presented
    4. Watching for nonverbal cues

37. "Let me think over what you said and I'll let you know my opinion." Which of the following listening tips is the speaker applying?
    1. Conveying meaning
    2. Evaluating after listening
    3. Paraphrasing
    4. Watching for nonverbal cues

38.             statements paraphrase the message back to the sender to convey understanding and acceptance.
    1. Advising
    2. Reflecting
    3. Probing
    4. Diverting

39.               is used to avoid needless arguments.
    1. Advising
    2. Reflecting
    3. Probing
    4. Diverting

40. Which among the following is an appropriate use of a probing response?
    1. Giving advice when directly asked for it
    2. Ensuring understanding by getting more information
    3. Using it as a way to avoid needless arguments
    4. Providing confidence by giving it

41. "I think you need to inform Jack's parents about his behavior instead of counseling him yourself." Identify the response style in this statement.
    1. Probing
    2. Reassuring
    3. Advising
    4. Diverting

42. Which of the following describes an autocratic communication style?
    1. High task-low relationship behavior, initiating a closed presentation
    2. Low task-low relationship behavior, responding with the necessary open presentation

1. 3. Low task-high relationship behavior, responding with open elicitation, some initiation, and little presentation
   4. High task-high relationship behavior, using a closed presentation for the task with an open elicitation for the relationship

43. The trainer gave specific instructions for the task and trainees were told not to consult anyone or ask questions to complete the task. Which of the following communication styles did the trainer use?
    1. Autocratic
    2. Participative
    3. Consultative
    4. Laissez-faire

44. Norma is organizing a company event. She has to create billboards that will be placed in the company's different units. She has collaborated with a designer and together they have agreed on a design. Which of the following is an appropriate communication style for this situation?
    1. Autocratic
    2. Participative
    3. Consultative
    4. Laissez-faire

45. Travel reservations have to be made for delegates attending an international conference on trade and commerce. The supervisor's office engages a travel agent who will handle all details like airline bookings and flight schedules. Which of the following is an appropriate communication style for the situation?
    1. Autocratic
    2. Participative
    3. Consultative
    4. Laissez-faire

46. Which of the following demonstrates high task-high relationship behavior, using a closed presentation for the task with an open elicitation for the relationship?
    1. Autocratic communication style
    2. Consultative communication style
    3. Participative communication style
    4. Laissez-faire communication style

47. Which of the following demonstrates low task-low relationship behavior, responding with the necessary open presentation?
    1. Autocratic communication style
    2. Consultative communication style
    3. Participative communication style
    4. Laissez-faire communication style