St. Johns University

BUSINESS 401A

CHAPTER-7

1)Recent research indicates recruiters rated good          as the most important characteristic of an ideal job candidate. A)conflict skills B)leadership skills C)mentoring skills D)communication skills E)relationships

2. Fred is a diligent albeit somewhat introverted employee who likes to keep to himself. He tends to

communicate

with his coworkers exclusively by telephone. Fred is exhibiting the characteristics of

1. 1. 1. communication gaps
      2. channel richness
      3. communication feedback
      4. communication apprehension
      5. encoded communication. d.communication apprehension

3. The step(s) between a source and a receiver that result(s) in the transference and understanding

of meaning is

1. 1. the communication process.
   2. understanding.
   3. feedback.
   4. encoding.
   5. decoding.

a.the communication process.

4. When it comes to electronic communications, which of the following channels would be the

richest?

1. 6. personal palm pilots
   7. video conferencing
   8. email
   1. telephone answering machine

1. 10. fax

b.video conferencing

5. Donna believes in using communication channels that are high in richness as often as possible.

Thus, she would likely favour

1. 11. memos.

1. 50. email.

2. 1000. voicemail.
   14. face-to-face conversation.
   15. online discussion groups. d.face-to-face conversation.
3. 6. People with a high need for social contact would prefer which of the following channels?
   1. flyers
   2. letters
   3. video conferencing
   4. memos
   5. email

c.video conferencing

4. 7. Steve got an email message from his boss that he wanted to meet with him immediately. Did that

mean that he

was in trouble? Was it about something routine? Steve was in which stage of the communication

process?

1. 1. decoding
   2. encoding
   3. choosing
   4. providing feedback
   5. filtering.

a.decoding

5. 8. When a receiver creates meaning from a sender's message, this is
   1. the message.
   2. decoding.
   3. the channel.
   4. feedback.
   5. encoding.

b.decoding.

6. 9. As depicted in the communication process model, the sender initiates a message by
   1. making contact with the receiver.

1. 2. encoding a thought.
   3. choosing a message.
   4. giving feedback to the sender.
   5. making judgments on intent.

c.choosing a message.

7. 10. Who is decoding a message?
   1. Jenny, who is initiating downward communication.
   2. Bill, who is preparing blueprints.
   3. Mary, who is preparing a speech.
   4. Agnes, who is waiting to send an email message.
   5. Nancy, who is studying a financial statement. e.Nancy, who is studying a financial statement.
8. 11. Who is encoding a message?

1. Sally, who is writing a technical report.
2. Mark, who is hearing a rumour on the grapevine.
3. Sandra, who is trying to figure out what her boss's memo means.
4. Irene, who is the target of upward communication.
5. Larry, who is giving a speech. a.Sally, who is writing a technical report.

9. 12. The                                is the medium through which a message travels.

1. filtering
2. channel
3. jargon
4. medium
5. feedback loop

b.channel

10. 13. The amount of information that can be transmitted during a communication episode is

controlled by the

1. receiver
2. message
3. feedback mechanism
4. channel richness
5. communication process

d.channel richness

11. 14. Which of the following channels of information is highest in channel richness?

1. voice mail
2. memos
3. online discussion groups
4. telephone conversation

5. formal reports

d.telephone conversation

12. 15. Channels of communication such as staff discussions in the lunchroom, or company ?gossip? are

considered

1. message context
2. message content
3. informal channels
4. formal channels
5. informal context

c.informal channels

13. 16. Don has a reputation for not being ?straight? with his employees. Their view is that he has a tendency

to tell

them what they want to hear rather than what is actually happening. This tendency is known as

1. defensiveness
2. information overload
3. selective perception
4. filtering
5. channelling.

d.filtering

14. 17. Lisa is considered to be quite sensitive even when it is clear that someone else is trying to be

constructive in

terms of making suggestions as to how her reports can be improved. She often reacts to these

suggestions by lashing

out at the person who is making them. Lisa is exhibiting

1. defensiveness.
2. information overload.
3. selective perception.
4. filtering.
5. channelling.

a.defensiveness.

15. 18. Tina is frustrated with Ron, a new employee. She meets with him weekly, and gives him a minimum of

25 new

ideas for him to work with during the coming week. Unfortunately, he seems to ignore or forget many of

them. Ron

is likely experiencing

1. defensiveness.

2. defiance.
3. selective perception.
4. channelling.
5. information overload. e.information overload.

16. 19. Tim is trying to improve his ability to communicate with his staff when things go wrong and he is

feeling

stressed. Which of the following suggestions would help him to do this?

1. speak quickly
2. ignore non-verbal communication
3. be spontaneous
4. speak clearly
5. raise your voice

d.speak clearly

17. 20. Jane, one of Ted's new employees, only seems to recall and take note of certain parts of the messages that he

conveys to her. Jane is exhibiting

1. defensiveness
2. selective perception
3. insubordination
4. information overload
5. filtering

b.selective perception

18. 21. Which of the following have been identified as prominent barriers to communication?

1. listening, selective perception, defensiveness, information overload, and language
2. filtering, feedback, defensiveness, information overload, and language
3. filtering, selective perception, ambiguity, information overload, and language
4. filtering, selective perception, defensiveness, information overload, and language
5. filtering, selective perception, defensiveness, stress, and language

d.filtering, selective perception, defensiveness, information overload, and language

19. 22. The process that involves receivers in communication selectively seeing and hearing based on their needs,

motivations, experience, background, and other personal characteristics is called

1. language.
2. selective filtering.

3. selective perception.
4. emotions.
5. communication apprehension.

c.selective perception.

20. 23. An interviewer who was expecting a female applicant to put her family ahead of her career is using

1. prejudice.
2. selective perception.
3. nonverbal communication.
4. filtering.
5. organizational expectation.

b.selective perception.

21. 24. Filtering, selective perception, defensiveness are all

1. potential barriers to effective communication.
2. communication techniques.
3. necessary for effective communication.
4. part of the channel richness.
5. part of one-to-one level of communication.

a.potential barriers to effective communication.

22. 26. SCENARIO 7-1

Sam is a sales representative for Alliance Ltd. who is having trouble explaining the benefits of his

product. He has

decided to try to improve his communication by examination of the communication process model.

Currently, he

calls customers on the phone and tells them what new products are available. He then sends the

customers their

orders via the postal service. His customers frequently return goods because they are not as

expected.

Sam is having problems understanding what the customers are telling him is wrong with the products

they are

returning; the product looks fine to him and works as it is supposed to, so why are they being

returned? Sam is having a problem with

1. the channel.
2. decoding.
3. encoding.
4. the medium.

5. sourcing.

b.decoding.

23. 27. SCENARIO 7-1

Sam is a sales representative for Alliance Ltd. who is having trouble explaining the benefits of his

product. He has

decided to try to improve his communication by examination of the communication process model.

Currently, he

calls customers on the phone and tells them what new products are available. He then sends the

customers their

orders via the postal service. His customers frequently return goods because they are not as

expected.

Returned goods are a form of

1. feedback.
2. medium.
3. encoding.
4. channel.
5. decoding.

a.feedback.

24. 28. Nonroutine messages are likely to be

1. better delivered by email.
2. delivered by clients.
3. more complicated.
4. upward in the organization.
5. informal communication.

c.more complicated.

25. 29. The communication that is used by group leaders and managers to assign goals, point out

problems that need

attention, and describe unusual situations is

1. nonroutine communication.
2. routine communication.
3. informal communication.
4. directional communication.
5. group communication. a.nonroutine communication.

26. 30. Which of the following is an example of routine communication?

1. suggestion boxes
2. employee attitude surveys

3. email reminder of monthly accounting deadlines
4. identification and discussion of current problems with the boss
5. peer evaluation of job performance

c.email reminder of monthly accounting deadlines

27. 31. How can you communicate better when you are stressed out?

1. Speak ambiguously; be aware of non-verbal communicating; think carefully about how you state things.
2. Speak clearly; be aware of non-verbal communication; think carefully about how you state things.
3. Speak clearly; ignore non-verbal communication; think carefully about how you state things.
4. Speak clearly; be aware of non-verbal communicating; escalate the situation.
5. Speak clearly; be aware of non-verbal communicating; plan to offend your listener.

b.Speak clearly; be aware of non-verbal communication; think carefully about how you state

things.

28. 32.                              is used to provide feedback to higher-ups, inform them of progress toward goals, and relay current

problems.

1. Upward communication
2. Interpersonal communication
3. Occupational communication
4. Directional communication
5. Technical communication

a.Upward communication

29. 33. Which communication method has been popular with teenagers for a decade and is now rapidly moving into

business?

1. voicemail
2. email
3. text messaging
4. face-to-face
5. letters

c.text messaging

30. 34. Which of the following communication networks are typically vertical?

1. informal
2. grapevine
3. formal
4. encoded
5. decoded

c.formal

31. 35. Instant messaging is similar to

1. voicemail.
2. memos.
3. email.
4. speeches.
5. face-to-face communication.

c.email.

32. 36. Which of the following statements about email is ?

1. it saves time
2. it is a rich form of communication
3. it counteracts communication overload
4. it adds to the number of hours worked per week
5. it increases the chances of proxemics d.it adds to the number of hours worked per week

33. 37. Kelly always feels anxious when deciding who she should copy on the email

messages that she sends. What advice would you give to Kelly?

1. copy everyone
2. copy your boss only
3. copy anyone who really needs the information
4. don't copy anyone

c.copy anyone who really needs the information

34. 38. Tori is considered to be the office gossip. One of her most annoying habits is her

persistent use of the phrase

?rumour has it.......... ? when speaking to her colleagues. Tori's source of

information is likely the

1. formal communication network.
2. feedback loop.
3. communication apprehension.
4. informal communication network.
5. electronic communication network.

d.informal communication network.

35. 39. Suggestion boxes, employee attitude surveys, and grievance procedures are

examples of

1. organizational structure.
2. horizontal communication.

3. managerial communication.
4. upward communication.
5. group process communication.

d.upward communication.

36. 40. Communication that takes place among members of the same work group is

1. vertical communication.
2. downward communication.
3. occupational communication.
4. lateral communication.
5. technical communication.

d.lateral communication.

37. 41. An example of a(n)                                        communication network is when a checkout clerk reports

to a department

manager, who in turn reports to a store manager, who reports to a regional manager.

1. lateral
2. all-channel
3. ?Y?
4. chain
5. wheel

d.chain

38. 42. When all communication is channeled through the supervisor, which type of

communication network exists?

1. directional
2. circle
3. lateral
4. wheel
5. horizontal

d.wheel

39. 43. Which communication network does an unstructured committee best illustrate?

1. wheel
2. all-channel
3. interpersonal
4. circle
5. horizontal

b.all-channel

40. 44. The channels by which information flows are called

1. communication networks
2. vertical channels

3. horizontal channels
4. wheels
5. communication messages

a.communication networks

41. 45. Under current Canadian law, which of the following employees would most likely

not be covered by privacy legislation?

1. a federal employee
2. a private sector employee
3. a provincial public sector employee
4. a crown corporation employee
5. an OPSEU member

b.a private sector employee

42. 46. The least structured communication network is

1. all-channel.
2. vertical.
3. circle.
4. chain.
5. horizontal.

a.all-channel.

43. 47. In terms of facilitating the emergence of a leader, the most effective communication network is

1. chain.
2. ?Y.?
3. wheel.
4. circle.
5. all-channel.

c.wheel.

44. 48. If the speed of information flow in an organization is important, management

should use

1. the chain communication network.
2. the ?Y? communication network.
3. upward communication.
4. the wheel or all-channel communication networks.
5. the lateral communication network. d.the wheel or all-channel communication networks.

Q 49.

In the communication process, decoding should precede encoding.

Q 50.

Kenny likes to participate in video conferences because the amount of information that is transmitted in both directions is high.This is known as high channel richness.

Q 51.

Steve is a good communicator partially because he always asks clarifying questions at the end of a conversation to make sure that he has been understood.This is known as a feedback loop.

Q 52.

In addition to interactive, the communication process is iterative.

Q 53.

The receiver encodes communicated messages.

Q 54.

Email, voice messaging systems, and video conferencing are all examples of channels.

Q 55.

Nonroutine messages, although likely to be complicated, have little potential for misunderstanding.

Q 56.

High-performing managers tend to communicate nonroutine messages efficiently through channels that are lower in richness.

Q 57.

The sender of a message should choose the channel for the message based on whether the message is routine or nonroutine.

Q 58.

Face-to-face communication scores highest in terms of channel richness.

Q 59.

A receiver who is experiencing depression may interpret a message differently from one who is experiencing jubilation.

Q 60.

Mei is known to manipulate information so that the person that she is sending the message to will receive it more favourably.This is known as selective perception.

Q 61.

When he is feeling threatened, Raj usually responds by verbally attacking others or by making sarcastic remarks.Raj is exhibiting defensiveness.

Q 62.

Information overload is a condition in which information inflow exceeds an individual's processing capacity.

Q 63.

When we think of managers communicating with employees, the downward flow pattern is the one we usually have in mind.

Q 64.

Lateral communications break the chain of command in an organization.

Q 65.

Emails should be copied to anyone who has even a remote connection to the message to maximize communication.

Q 66.

The physical location of an office or business is less relevant in today's business environment as a result of electronic communications.

Q 67.

Electronic communications have revolutionized the ability both to access other people and to reach them almost instantaneously.

Q 68.

Downward communication is the most effective direction of communication.

Q 69.

Rumours flourish in ambiguous situations.

Q 70.

Management can never entirely eliminate the grapevine.

Q 71. 

Studies of the grapevine indicate that less than 75 percent of employees hear information first through rumours on the grapevine.

Q 72.

Research shows the average worker checks his or her email 15 times per day. F

Q 73.

Examples of nonverbal communication include messages transmitted by the eyes, facial expressions, and body movement.

Q 74.

Body language tends to make verbal communication much less complicated.F Q 112

The physical distance between two people is irrelevant to the communication process.F

Q 75.

Failing to pay attention to the silent portion of a conversation can result in missing a vital part of the message.

Q 76.

When communicating with someone from China, it is not advisable to rely heavily on nonverbal communication. F

Q 77.

"Actions speak louder than words," is a proverb that supports the importance of body language in non-verbal communication processes.

Q 78.

A facial expression can indicate something different from the simultaneously sent verbal message.

Q 79.

Cultural norms have nothing to do with the physical distance an individual requires.F

Q 80.

High-context cultures make use of information about a person's professional status, place in society and reputation.

Q 81.

Proxemics is the study of physical space in interpersonal relationships.

 Q 82.

Low-context cultures make use of information about a person's professional status, place in society and reputation.F

Q 83.

SCENARIO 7-4 You are the only North American in a business group of ten people; all the others are from Spain, or Greece.You have studied high and low context cultures and want to be alert to any problems that may be caused by these differences. You should realize your business colleagues from Spain and Greece will relate to you based on your job title and reputation in the business community.

Q 84.

SCENARIO 7-4 You are the only North American in a business group of ten people; all the others are from Spain, or Greece.You have studied high and low context cultures and want to be alert to any problems that may be caused by these differences. You should expect that your communication style will be too ambiguous and subtle for your colleagues from Spain and Greece.

Q 85.

SCENARIO 7-4 You are the only North American in a business group of ten people; all the others are from Spain, or Greece.You have studied high and low context cultures and want to be alert to any problems that may be caused by these differences. You can expect that your colleagues from Spain and Greece will be direct and efficient in their business communication with you.

Q 86.

SCENARIO 7-5 Your work group is diverse.Your supervisor is Japanese and several of your co-workers are from Latin America.You are aware that certain communication problems may exist because several cultures are represented. You should recognize that the tone of your voice may cause a communication barrier.

Q 87.

SCENARIO 7-5 Your work group is diverse.Your supervisor is Japanese and several of your co-workers are from Latin America.You are aware that certain communication problems may exist because several cultures are represented. You should assume your co-workers are similar until differences are proven.

Q 88.

SCENARIO 7-5 Your work group is diverse.Your supervisor is Japanese and several of your co-workers are from Latin America.You are aware that certain communication problems may exist because several cultures are represented. You should emphasize description rather than interpretation or evaluation.

Q 89.

Silence, the absence of speech or noise, has generally been an ignored form of communication in the field of organizational behaviour.

Q 90.

Astute communicators watch for gaps, pauses, and hesitations.

Q 91.

A significant barrier to communication is that words mean different things to different people.

Q 92.

Paraphrasing is an effective feedback technique in the communication process.