British Columbia Institute of Technology

BUSA 1305

Chapter 10 Communicating Effectively

1)For communication to be successful, the meaning must not only be imparted but also                                                      

1. 1. understood
   2. impartial
   3. encoded
   4. transferred
   5. integrated

2. Effective communication is often erroneously defined by the communicator as “agreement” instead of

                                                   .

1. 1. impartiality
   2. encoding of meaning
   3. integration of meaning
   4. comprehension of meaning
   5. clarity of understanding

3. The communication process and model is made up of seven parts. Of the following, which is NOT one of those seven parts?
   1. Sender
   2. Encoding
   3. Message
   4. Interceptor
   5. Channel

4. The part of the communication process requiring skill, attitudes, knowledge, and the social-cultural system is                                                     
   1. receiving
   2. encoding
   3. feedback
   4. decoding
   5. channels

5. The actual physical product of the sender's encoding is the                             .
   1. encoding
   2. medium
   3. channel
   4. message
   5. response

6.                                              is affected by the code or group of symbols used to transfer meaning, the content of the message, and the decisions made in selecting and arranging both codes and content.
   1. Encoding
   2. Decoding
   3. A message
   4. A channel
   5. The response

7. Communication can be thought of as a process or flow. Briefly describe the communications process and why communication problems occur.

8. One type of communication used by supervisors is                                                communications, which addresses task-related issues and tends to follow the organization’s authority chain.
   1. formal
   2. strategic
   3. group
   4. direct
   5. informal

9. A type of communication that moves in any direction, skips authority levels, and is as likely to satisfy social needs as it is to facilitate task accomplishments is                                                                   .
   1. formal communication
   2. strategic communication
   3. group communication
   4. direct communication
   5. informal communication

10.                                               is effective in building trust with employees and creating a climate of openness and support.
    1. Text messaging
    2. Oral communication
    3. E-mail
    4. Nonverbal communication
    5. Written communication

11. When your message is intended to be official, if it has long-term implications, or if it is highly complex, you’ll want to convey it                                                         .
    1. visually
    2. with graphs
    3. in written form
    4. succinctly
    5. with a presentation

12. Advantages to                                           are that you can transmit information quickly and includes a nonverbal component that can enhance the message.
    1. text messaging
    2. oral communication
    3. email communications
    4. nonverbal communications
    5. written communications

13. Briefly discuss how supervisors can manage the differences in communication styles between genders.

14.                                            allows you to monitor the work of employees whose jobs are done on computers in remote locations, to participate in electronic meetings, and to communicate with suppliers and customers on both interorganizational and intraorganizational networks.
    1. Networked communication
    2. Email
    3. Project management software
    4. Customer relationship management software
    5. Remote monitoring

15.                                         is widespread in e-mails, text messages, and Tweets, so people need to be aware of what it means.
    1. Slang
    2. Colloquial language
    3. Text-messaging shorthand
    4. Informal language
    5. The use of all capital letters

16. Instant messaging benefits businesses that work in teams or on projects because                                            .
    1. it enhances collaboration
    2. it is a substitute for oral communication
    3. it is undetectable by management
    4. it is just quick and simple
    5. it can be saved and archived

17. Generally you can tell by body language and verbal intonations whether the boss is angry, upbeat, anxious, or distracted. This is an example of                                                                  .
    1. verbal communication
    2. emotional intelligence
    3. deductive communication
    4. non-verbal communication
    5. physical communication

18. When a supervisor asks an employee a question without any emphasis on word this demonstrates a lack of        .
    1. sincerity
    2. socialization
    3. verbal intonation
    4. emotional intelligence
    5. social sensitivity

19. Research found that                         emerge in response to situations that are important to us, where there is ambiguity, or under conditions that arouse anxiety.

1. 1. rumors
   2. informal communications
   3. unplanned responses
   4. formal policies
   5. untruths

20. The secrecy and competition that typically prevail in large organizations often create conditions that encourage and                                                                       .
    1. sustain rumors on the grapevine
    2. continue to promote continued secrecy
    3. sustain anxiety in the organization
    4. continued untruthfulness in the organization
    5. enhance even more competitiveness

21. Rumors have at least four purposes. Of the following, which is NOT one of those purposes?
    1. To signal a sender’s status
    2. To structure and reduce anxiety
    3. To ramp up a sense of uncertainty and instability
    4. To serve as a vehicle to organize insiders and sometimes outsiders
    5. To make sense of limited or fragmented information

22. Briefly describe how nonverbal communications affects your communication?

23. The goal of perfect communication is almost never achieved because of                                            and other barriers.
    1. rumors

1. 2. the grapevine
   3. clarity
   4. untruths
   5. distortion

24. Our use of language is                                                   even when we speak the same language.
    1. limited
    2. far from uniform
    3. misunderstood
    4. extremely complicated
    5. very colorful

25. People who do not have                                   are not going to get the full message as the sender meant to convey it.
    1. adequate perceptive abilities
    2. good listening skills
    3. good language skills
    4. English language skills
    5. skills to process feedback

26.                                                      means the transference and understanding of meaning.
    1. Visionary management
    2. Achieving management objectives
    3. Effective communication
    4. Effective benchmarks
    5. Competitive pressures

27.                                  lets you know whether someone has received your message and comprehended it in the way that you meant.
    1. Encoding
    2. Decoding
    3. Feedback
    4. Nonverbal language
    5. Body language

28. Since senders and receivers of communication each bring their own                                         , the messages they seek to transfer are often subject to distortions.
    1. sets of listening skills
    2. understanding of a situation
    3. language barriers
    4. barriers to communication
    5. sets of perceptual biases,

29. The term                                   refers to behavior patterns that correspond to the positions individuals occupy in an organization.
    1. responsibility
    2. pecking order
    3. title
    4. traits
    5. roles

30. As organizations impose different role requirements on different members, they create

                                                   .

1. 1. ways to communication
   2. communication barriers
   3. technology solutions
   4. different reporting structures
   5. communication frameworks

31. A measure of the amount of information that is transmitted based on multiple information cues (words, posture, facial expressions, gestures, intonations), immediate feedback, and the personal touch is

                                                   .

1. 1. richness of information
   2. comprehensive communication
   3. breadth of information
   4. communication quality

1. 5. span of communication

32. High-performing supervisors tend to be media sensitive, and their selection of a communication channel targets the use of a rich medium to                                                          .
    1. quickly deliver a message
    2. create excitement among staff
    3. be effective and honest
    4. overcome ambiguity in their message
    5. be direct and sincere

33. When a supervisor purposely avoids                                               it is sometimes passed off as "poor communication.”
    1. nonverbal communication
    2. specifics in relaying feedback
    3. honesty and openness
    4. receiving feedback from the sender
    5. written communication

34. Briefly describe how high-performing supervisors avoid ambiguity in their messages and communication.

35. Which of the following is NOT a satisfactory method to overcome barriers to effective communication?
    1. Thinking first
    2. Constraining emotions
    3. Matching words with actions

1. 4. Using feedback
   5. Selective listening

36. Presenting your message in a logical and organized fashion so it is clear and can be understood by your receiver represents which one of the techniques for overcoming communication barriers?
    1. Thinking first
    2. Constraining emotions
    3. Matching words with actions
    4. Using feedback
    5. Learning to listen

37. When someone is open, self-expressive, and confronts issues in a straightforward manner, they are said to be  .
    1. passive
    2. assertive
    3. aggressive
    4. passive-aggressive
    5. self-expressive

38. How do employers benefit by investing in helping immigrant workers adapt to the workplace?

39.                                         requires you to “get inside” the speaker’s mind so you can understand the communication from their point of view and is hard work!
    1. Passive listening
    2. Psychoanalysis
    3. Assertive listening

1. 4. Active listening
   5. Concentrated listening

40. Trying to understand what the speaker wants to communicate rather than what you want to understand demonstrates                                            
    1. compassion
    2. empathy
    3. sympathy
    4. assertion
    5. relationship building

41. Understanding a communication                                                      is a component of active listening.
    1. from the speaker's viewpoint
    2. without facial expression
    3. while making notes
    4. from their own perspective
    5. based on personal experience

42. Of the following, which is NOT one of the four requirements of active listening?
    1. Intensity
    2. Sympathy
    3. Acceptance
    4. Willingness to take responsibility for completeness
    5. Empathy

43. Briefly list and describe the four requirements for active listening. What are the advantages of being an active listener?

44. Feedback for improvement should be used when                                                       .
    1. an employee is struggling
    2. it’s supported by hard data
    3. performance measures aren’t being met
    4. it’s supported by subjective measurements
    5. on subjective and objective assessments

45. Feedback, particularly for improvement, should be                                               .
    1. evaluative
    2. descriptive
    3. judgmental
    4. prescriptive
    5. diagnostic

46. If you have to provide feedback for improvement, make sure it’s                                                  .
    1. directed toward the receiver’s goals
    2. both objective and subjective
    3. directed toward the sender’s goals
    4. directed toward the company’s goals
    5. targeted toward specific behaviors

47. You should have the receiver                                            to find out whether he or she fully captured the meaning you intended.
    1. sign a written document
    2. outline their plan for improvement
    3. restate their individual goals
    4. rephrase the content of your feedback
    5. reflect on their need to improve