CH 11 Communication

Essentials of Organizational Behavior, 10e (Robbins/Judge)Chapter 11 Communication

1) Communication must include both the ________ and the understanding of meaning.A) transportationB) interpretationC) writingD) transferE) intentionAnswer: DDiff: 2 Page Ref: 143AASCB Tag: Communication Abilities

2) The means by which a communication is passed between a sender and a receiver is called a ________.A) mediumB) conduitC) conductorD) transmissionE) coderAnswer: ADiff: 2 Page Ref: 144Topic: The Communication Process

3) The receiver of a communication is most likely to ________ a message initiated by the sender.A) explainB) reproduceC) reflectD) decodeE) discardAnswer: DDiff: 1 Page Ref: 144Topic: The Communication ProcessAASCB Tag: Communication Abilities

4) In the communication process, which of the following steps occurs first?A) transmittingB) decodingC) encodingD) understandingE) analysisAnswer: CDiff: 2 Page Ref: 144Topic: The Communication Process

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5) During communication, the ________ initiates a message by encoding a thought.A) receiverB) channelC) senderD) speakerE) leaderAnswer: CDiff: 1 Page Ref: 144Topic: The Communication Process

6) During a discussion with Matthew, when Jennifer gestures, this is considered part of theA) medium.B) channel.C) message.D) noise.E) decoding.Answer: CDiff: 1 Page Ref: 144Topic: The Communication Process

7) The product of a sender's encoding is the ________.A) channelB) messageC) transmissionD) mediumE) feedbackAnswer: BDiff: 1 Page Ref: 144Topic: The Communication Process

8) The medium through which communication travels is called a ________.A) transmissionB) messageC) mediaD) channelE) vesselAnswer: DDiff: 1 Page Ref: 144Topic: The Communication Process


9) Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. In the communication process, Mary is theA) senderB) receiverC) messageD) channelE) encoderAnswer: ADiff: 1 Page Ref: 144Topic: The Communication ProcessAASCB Tag: Analytic Skills

10) Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. The telephone is theA) sender.B) receiver.C) medium.D) message.E) decoder.Answer: CDiff: 1 Page Ref: 144Topic: The Communication ProcessAASCB Tag: Analytic Skills

11) Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. Joe misses the one o'clock meeting because he misunderstood which meeting Mary was referring to. Joe forgot to ask Mary to clarify which meeting she meant. Joe's misunderstanding therefore occurred due to a lack ofA) encoding.B) decoding.C) noise.D) feedback.E) channel.Answer: DDiff: 2 Page Ref: 144Topic: The Communication ProcessAASCB Tag: Analytic Skills


12) John writes a memo to his employees. Putting his thoughts onto paper is an example of ________.A) encodingB) noiseC) decodingD) channelingE) cryptographyAnswer: ADiff: 1 Page Ref: 144Topic: The Communication ProcessAASCB Tag: Analytic Skills

13) Formal channels of communication traditionally follow the ________ within an organization.A) communication chainB) authority chainC) influence chainD) transmission chainE) social chainAnswer: BDiff: 2 Page Ref: 144Topic: The Communication Process

14) What step determines whether understanding has been achieved during the communication process?A) decodingB) feedbackC) channelD) encodingE) transmissionAnswer: BDiff: 2 Page Ref: 144Topic: The Communication ProcessAASCB Tag: Communication Abilities

15) A receiver who translates a sender's message is engaging in the process of ________.A) encodingB) decodingC) transmissionD) feedbackE) recodingAnswer: BDiff: 2 Page Ref: 144Topic: The Communication Process


16) The final link in the communication process is ________.A) noiseB) encodingC) decodingD) feedbackE) messagingAnswer: DDiff: 1 Page Ref: 144Topic: The Communication Process

17) The communication used by managers to provide job instructions to employees is ________ communication.A) downward B) lateral C) formal D) directional E) diagonalAnswer: ADiff: 1 Page Ref: 144Topic: Direction of CommunicationAASCB Tag: Communication Abilities

18) Which of the following is an example of downward communication flow?A) suggestion boxesB) envelope attitude surveysC) feedback on job performanceD) identifying with and discussing problems with the bossE) letters to your senatorAnswer: CDiff: 2 Page Ref: 144-145Topic: Direction of CommunicationAASCB Tag: Analytic Skills

19) All of the following are examples of downward communication flows EXCEPTA) managers assigning goals for subordinatesB) managers informing employees of proceduresC) managers pointing out problems that need attention by employeesD) employees completing attitude surveysE) managers telling employees to work more quicklyAnswer: DDiff: 2 Page Ref: 144-145Topic: Direction of CommunicationAASCB Tag: Communication Abilities


20) Suggestion boxes, employee attitude surveys, and grievance procedures are examples of ________.A) organizational structureB) horizontal communicationC) managerial communicationD) upward communicationE) diagonal communicationAnswer: DDiff: 1 Page Ref: 144-145Topic: Direction of CommunicationAASCB Tag: Analytic Skills

21) Which of the following is not an example of upward communication?A) performance reports prepared by lower management for top management reviewB) informing employees of policiesC) suggestion boxesD) grievance proceduresE) a letter to your bossAnswer: BDiff: 2 Page Ref: 145Topic: Direction of CommunicationAASCB Tag: Analytic Skills

22) All of the following are recommendations for engaging in more effective upward communication EXCEPTA) try to reduce distractionsB) avoid meandering discussions if you want t get your boss's attentionC) prepare an agendaD) try to meet in your boss's officeE) support your position with actionable itemsAnswer: DDiff: 2 Page Ref: 145Topic: Direction of CommunicationAASCB Tag: Analytic Skills

23) Communication that takes place among members of work groups at the same level is known as ________ communication.A) tangential B) cross-functional C) job D) lateral E) downwardAnswer: DDiff: 2 Page Ref: 145Topic: Direction of Communication


24) When can lateral communications create dysfunctional conflict?A) when the formal vertical channels are breachedB) when members go above their superiors to get things doneC) when bosses find out that actions have been taken without their knowledgeD) when members go around their superiors to get things doneE) all of the aboveAnswer: EDiff: 3 Page Ref: 145Topic: Direction of Communication

25) Oral communication messages that are passed through a great many people will most likely suffer from which of the following?A) disruptionB) distortionC) lack of non-verbal cuesD) decodingE) formal communication decayAnswer: BDiff: 3 Page Ref: 146Topic: Interpersonal Communications

26) Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of ________.A) informal communication channelsB) formal communication channelsC) written communicationD) technological communicationE) electronic communicationAnswer: CDiff: 2 Page Ref: 146Topic: Interpersonal CommunicationsAASCB Tag: Analytic Skills

27) A sender may most likely choose to use written communication because ________.A) written communications are tangible and verifiableB) written messages can be retracted easilyC) the messages can only be stored for short periods of timeD) written messages usually take minimal time to prepareE) written messages often require additional feedbackAnswer: ADiff: 2 Page Ref: 146Topic: Interpersonal Communications


28) Which of the following is not a drawback of written messages?A) They're time consuming.B) They are unlikely to be well thought-out.C) They lack built-in feedback mechanisms.D) It is difficult for senders to confirm whether they have been received.E) They may be misinterpreted by their receivers.Answer: BDiff: 2 Page Ref: 146Topic: Interpersonal Communications

29) Messages conveyed through body movements and facial expressions are ________.A) nonverbal communicationB) kinesicsC) physical characteristicsD) connotationsE) semanticsAnswer: ADiff: 1 Page Ref: 147Topic: Interpersonal Communications

30) Facial expressions, physical distance, and looking at your watch are all examples of ________.A) kinesicsB) nonverbal communicationC) informal networksD) verbal communicationE) adaptorsAnswer: BDiff: 2 Page Ref: 147Topic: Interpersonal CommunicationsAASCB Tag: Analytic Skills

31) All of the following are examples of nonverbal communication EXCEPTA) intonations or emphasisB) instant messagingC) physical distanceD) facial expressionsE) hand gesturesAnswer: BDiff: 2 Page Ref: 147Topic: Interpersonal CommunicationsAASCB Tag: Analytic Skills


32) Which of the following statements is not a characteristic of nonverbal communication?A) It includes intonation.B) Its significance is unproven in explaining and predicting behavior.C) It can be argued that every body movement has meaning.D) We rarely send these types of messages consciously.E) It can convey meaningful information.Answer: BDiff: 2 Page Ref: 147Topic: Interpersonal CommunicationsAASCB Tag: Analytic Skills

33) Why is it easier to understand the real communication that occurred in a meeting by viewing a video rather than reading the meeting minutes?A) Facial expressions convey meaning and can be seen in the video.B) Intonations convey meaning and can be heard in the video.C) The meeting minutes do not contain any record of nonverbal communication.D) The emphasis placed on words or phrases is missing from the meeting minutes.E) All of the above.Answer: EDiff: 2 Page Ref: 148Topic: Interpersonal CommunicationsAASCB Tag: Reflective Thinking Skills

34) What are the two most important messages that body language conveys?A) the extent to which one is interested in another and the relative perceived status between the send and receiverB) the extent to which one has power and is relaxedC) how quickly and loudly one can speakD) the extent to which facial expressions and intonation are importantE) the importance of physical distance and intonation in communicationAnswer: BDiff: 2 Page Ref: 148Topic: Interpersonal CommunicationsAASCB Tag: Communication Abilities

35) A(n) ________ network of communication would most likely be found in direct-line authority relations with no deviations.A) verticalB) directC) chainD) all-channelE) boxAnswer: CDiff: 1 Page Ref: 148Topic: Organizational CommunicationAASCB Tag: Analytic Skills


36) A(n) ________ communication network occurs when a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager.A) directB) all-channelC) verticalD) chainE) horizontalAnswer: DDiff: 2 Page Ref: 148Topic: Organizational CommunicationAASCB Tag: Analytic Skills

37) When all communication is channeled through one person, a ________ communication network exists.A) directB) chainC) lateralD) wheelE) boxAnswer: DDiff: 2 Page Ref: 148Topic: Organizational Communication

38) The ________ communication network is best illustrated by a self-managed team.A) wheelB) all-channelC) interpersonalD) circleE) boxAnswer: BDiff: 2 Page Ref: 148Topic: Organizational CommunicationAASCB Tag: Analytic Skills

39) In a(n) ________ communication network, any network member can communicate with any other member.A) wheelB) all-channelC) interpersonalD) circleE) freeAnswer: BDiff: 2 Page Ref: 148Topic: Organizational Communication


40) The most effective communication network for facilitating the emergence of a leader is ________.A) chainB) all-channelC) wheelD) directE) boxAnswer: CDiff: 2 Page Ref: 148Topic: Organizational CommunicationAASCB Tag: Analytic Skills

41) Harriet has been assigned the task of setting up work teams for a complex software development project. Each team has different work requirements. Harriet must choose the best structure for each team, based on its specific requirements. Team A must operate very quickly to meet stringent deadlines. The quality of the final project depends highly on Team A's output, so Team A must also work very accurately. Which of the following network structures should Harriet choose for this team? A) chainB) wheelC) grapevine D) informal E) all-channelAnswer: BDiff: 3 Page Ref: Exh 10-3Topic: Organizational CommunicationAASCB Tag: Reflective Thinking Skills

42) Harriet has been assigned the task of setting up work teams for a complex software development project. Each team has different work requirements. Harriet must choose the best structure for each team, based on its specific requirements. Team B must promote high member satisfaction to improve employee engagement. Which of the following network structures should Harriet choose for this team? A) chainB) wheelC) grapevine D) informal E) all-channelAnswer: EDiff: 3 Page Ref: Exh 10-3Topic: Organizational CommunicationAASCB Tag: Reflective Thinking Skills


43) The ________ network best serves to promote high member satisfaction.A) directB) circleC) wheelD) all-channelE) boxAnswer: DDiff: 2 Page Ref: 149Topic: Organizational CommunicationAASCB Tag: Analytic Skills

44) Which of the following types of networks is most likely to promote accuracy?A) chainB) directC) wheelD) all-channelE) circleAnswer: ADiff: 2 Page Ref: 149Topic: Organizational Communication

45) An informal communication network is typically called a ________.A) gossip mongerB) grapevineC) chainD) contextual systemE) free-acting systemAnswer: BDiff: 1 Page Ref: 149Topic: Organizational Communication

46) It was found that about ________ percent of individuals hear about matters first through rumors on the grapevine.A) 10B) 25C) 50D) 75E) 95Answer: DDiff: 3 Page Ref: 149Topic: Organizational Communication


47) Which of the following statements most accurately characterizes the grapevine?A) It is used to serve the self-interests of outsiders.B) It is perceived by employees as being more reliable than formal communication issued by top management.C) It is generally used as an anti-management tool.D) It is usually inaccurate.E) It serves as a formal communication channel.Answer: BDiff: 2 Page Ref: 149Topic: Organizational Communication

48) Studies have shown that ________ percent of the information transmitted through the grapevine is accurate.A) 55B) 65C) 75D) 85E) 100Answer: CDiff: 2 Page Ref: 149Topic: Organizational Communication

49) The grapevine is valuable for all of the following EXCEPT A) tapping into employee anxieties.B) giving managers a feel for the morale of their organization.C) identifying issues that employees consider important.D) serving employees' needs to create a sense of closeness and friendship.E) replacing the need for formal communication.Answer: EDiff: 2 Page Ref: 149Topic: Organizational Communication

50) Rumors would most likely flourish in situations where there is ________.A) well-communicated changeB) ambiguityC) a trivial issue at handD) assurance by managementE) a chain communication styleAnswer: BDiff: 2 Page Ref: 149-150Topic: Organizational Communication


51) With regard to the grapevine, a manager should try to ________.A) ignore itB) destroy itC) minimize the negative consequences of rumors by limiting its range and impactD) discipline those those involved in the grapevine rumorsE) control the information flowAnswer: CDiff: 2 Page Ref: 150Topic: Organizational Communication

52) There is a rumor in your organization that layoffs are inevitable. Which of the following is the least likely way to reduce the negative consequences of this rumor?A) Explain decisions that may appear inconsistent or secretive.B) Emphasize the downside, as well as the upside, of current decisions and future plans.C) Discount the rumor.D) Openly discuss worst case possibilities.E) Discuss deadlines for decisions.Answer: CDiff: 2 Page Ref: Exh 10-5Topic: Organizational CommunicationAASCB Tag: Analytic Skills

53) Electronic communication includes all of the following EXCEPTA) text messaging.B) teleconferencing.C) videoconferencing.D) e-mail.E) blogs.Answer: BDiff: 1 Page Ref: 150Topic: Organizational CommunicationAASCB Tag: Analytic Skills

54) Electronic communication is the primary medium of communication in today's organizations in ________ percent of cases.A) 15B) 25C) 50D) 70E) 90Answer: DDiff: 1 Page Ref: 150Topic: Organizational CommunicationAASCB Tag: Analytic Skills


55) All of the following are considered drawbacks of email EXCEPTA) misinterpreting the message.B) communicating negative messages.C) overuse of email.D) privacy concerns.E) poor grammar. Answer: EDiff: 2 Page Ref: 151Topic: Organizational Communication

56) When Radio Shack laid off 400 employees, they were criticized for the medium they chose to communicate the layoffs. Which medium did they use to communicate?A) videoconferenceB) corporate website announcementC) emailD) intranetE) blogsAnswer: CDiff: 2 Page Ref: 151Topic: Organizational Communication

57) Mary wanted to provide recommendations to her co-workers on using email. Which of the following statement would you recommend she share with her peers to inform them of privacy issues?A) Emails are generally private and seldom monitored.B) It should be assumed that the email recipient will keep the email confidential.C) You should not write anything in an email that you would not want made public.D) Forwarding email from your company account to your personal account can be protected from monitoring if it is marked "private".E) All of the above. Answer: CDiff: 2 Page Ref: 151Topic: Organizational Communication

58) Real-time e-mail is known as ________.A) intranetB) instant messagingC) extranetD) facebookE) videoconferencingAnswer: BDiff: 1 Page Ref: 151Topic: Organizational Communication


59) Which electronic communication is usually transmitted via a Blackberry versus a computer?A) TMB) IMC) emailD) teleconferenceE) blogAnswer: ADiff: 3 Page Ref: 151Topic: Organizational Communication

60) Many organizations are concerned about the security of IM/TM since A) they are often encoded.B) they can be intercepted so easily.C) they are written in short-hand.D) they are not saved.E) they clutter up in-boxes.Answer: BDiff: 3 Page Ref: 151Topic: Organizational Communication

61) Email communication is recommended over IM and TM whenA) conveying long messages that need to be saved.B) only one-line messages are being sent.C) a fast means is needed to stay in touch anywhere, anytime.D) a "real" time communication is needed.E) records are not needed.Answer: ADiff: 3 Page Ref: 151Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

62) Which of the following is NOT true about instant messaging?A) IM is a fast and inexpensive way for managers to stay in touch with employees and for employees to stay in touch with each other.B) IM is going to replace e-mail.C) IM is preferred for sending one- or two-line messages.D) Some IM users find the technology intrusive.E) IM's continual online presence can make it hard for employees to stay focused.Answer: BDiff: 2 Page Ref: 152Topic: Organizational CommunicationAASCB Tag: Use of Information Technology


63) MySpace and Facebook are examples ofA) TM.B) IM.C) social networking platforms.D) email applications.E) blogs.Answer: CDiff: 3 Page Ref: 152Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

64) In gathering information on job candidates, prospective employers might check an applicant'sA) email.B) IM's.C) MySpace.D) TM's.E) All of the above.Answer: CDiff: 3 Page Ref: 152Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

65) Weblogs are commonly known asA) networking software.B) social networking sites.C) blogsD) IME) TMAnswer: CDiff: 3 Page Ref: 152-153Topic: Organizational Communication

66) The advice for employees with personal blogs is toA) use your first amendment right.B) maintain a strict work-personal "firewall".C) post personal blog entries at work.D) share information only with those inside your company.E) forgive any blogs casting a negative light on the company.Answer: BDiff: 3 Page Ref: 153Topic: Organizational CommunicationAASCB Tag: Use of Information Technology


67) When employees can conduct interactive meetings with live audio and video images, without being physically in the same location, which means of electronic communication are they using?A) intranetB) instant messagingC) extranetD) facebookE) videoconferencingAnswer: EDiff: 1 Page Ref: 153Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

68) A process of organizing and distributing an organization's collective wisdom so the right information gets to the right people at the right time is known as ________.A) the grapevineB) knowledge managementC) organizational communicationD) the rumor millE) effective feedbackAnswer: BDiff: 2 Page Ref: 153Topic: Organizational Communication

69) Effective KM begins byA) developing an effective email policy.B) determining what software system to use.C) identifying what knowledge matters to the organization.D) creating a data base.E) determining who needs what information in the organization.Answer: CDiff: 3 Page Ref: 154Topic: Organizational Communication

70) Effective KM has the potential to provide all of the following benefits to organizations EXCEPTA) provide organizations with a competitive edge.B) provide organizations with improved organizational performance.C) make employees smarter.D) control leaks of vital company information.E) allow employees to participate in video conferences without leaving their desks.Answer: EDiff: 1 Page Ref: 154Topic: Organizational CommunicationAASCB Tag: Analytic Skills


71) Which of the following is NOT a reason why KM is increasingly important?A) Intellectual assets are now as important as physical assets.B) As more baby boomers leave the workforce, their knowledge will be lost if there are no attempts to capture it.C) A KM system can reduce redundancy.D) A KM system can make an organization more efficient by cutting time re-training a path already traveled.E) Information can be easily manipulated.Answer: EDiff: 2 Page Ref: 153-154Topic: Organizational Communication

72) When a person purposely manipulates information so that it will be seen more favorably by the receiver, he is ________.A) using selective perceptionB) filtering informationC) using politically correct communicationD) suffering from communication apprehensionE) using ineffective communication meansAnswer: BDiff: 3 Page Ref: 154Topic: Barriers to Effective Communication

73) Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in ________.A) filteringB) selective perceptionC) communication apprehensionD) emotional blockE) selective selectionAnswer: ADiff: 2 Page Ref: 154Topic: Barriers to Effective CommunicationAASCB Tag: Communication Abilities

74) Receivers in communication see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called ________.A) communication apprehensionB) filteringC) selective perceptionD) emotional blockE) projectionAnswer: CDiff: 2 Page Ref: 154Topic: Barriers to Effective CommunicationAASCB Tag: Communication Abilities


75) An interviewer may project her own interest in family into communications she decodes from others and therefore believes female applicants will put family ahead of career. This interviewer is using ________.A) prejudiceB) selective perceptionC) values judgmentD) filteringE) the self-serving biasAnswer: BDiff: 3 Page Ref: 154-155Topic: Barriers to Effective CommunicationAASCB Tag: Analytic Skills

76) During the communication process, which of the following is most likely to result in lost information and less effective communication?A) information processingB) information overloadC) information filteringD) effective communicationE) the maximal effort effectAnswer: BDiff: 2 Page Ref: 155Topic: Barriers to Effective CommunicationAASCB Tag: Communication Abilities

77) Which of the following is not a barrier to effective communication?A) filteringB) silenceC) selective perceptionD) languageE) emotionsAnswer: BDiff: 2 Page Ref: 154-155Topic: Barriers to Effective CommunicationAASCB Tag: Communication Abilities

78) Two of the biggest variables that influence the language a person uses and the definitions given to words areA) age and context.B) incentives and gender.C) education and age.D) cultural background and gender.E) nationality and context.Answer: ADiff: 2 Page Ref: 155Topic: Barriers to Effective CommunicationAASCB Tag: Communication Abilities


79) Communication ________ is the tension and anxiety about oral, or written communication, or both.A) obstructionB) apprehensionC) breakdownD) blockE) frustrationAnswer: BDiff: 2 Page Ref: 155-156Topic: Barriers to Effective CommunicationAASCB Tag: Communication Abilities

80) If Albert is apprehensive regarding oral communication, which of the following behaviors is he least likely to display?A) He prefers to talk on the phone.B) He distorts the communication demands of his job.C) He limits his oral communication and then tends to rationalize his behavior.D) He relies on memos or letters.E) He avoids face-to-face communication.Answer: ADiff: 2 Page Ref: 156Topic: Barriers to Effective CommunicationAASCB Tag: Analytic Skills

81) Which of the following would be least likely to pose a barrier to cross-cultural communications?A) tone differenceB) word connotationsC) semanticsD) political correctnessE) differences among perceptionsAnswer: DDiff: 3 Page Ref: 157Topic: Global ImplicationsAASCB Tag: Multicultural and Diversity Understanding

82) In dealing with cross-cultural communication, a manager might practice putting herself in the place of the employee, a method termed ________.A) evaluationB) empathyC) complicityD) commiserationE) apathyAnswer: BDiff: 2 Page Ref: 157Topic: Global ImplicationsAASCB Tag: Multicultural and Diversity Understanding


83) Which of the following is most likely to help reduce misperceptions when communicating with people from a different culture?A) Assume similarity until differences are proven.B) Emphasize interpretation rather than evaluation and descriptions.C) See the other's point of view.D) Treat your interpretations as a confirmed hypothesis.E) Make judgments quickly and decisively.Answer: CDiff: 3 Page Ref: 157Topic: Global ImplicationsAASCB Tag: Multicultural and Diversity Understanding

84) Which of the following statements reflects the relationship between communication and employee satisfaction?A) There is no documented relationship between communication and employee satisfaction.B) The greater the uncertainty in communication, the more positive the impact on employee satisfaction.C) Communication distortions and ambiguities have a negative impact on employee satisfaction.D) The less the uncertainty in communication, the more negative the impact on employee satisfaction.E) The less distortion in communication, the less employee satisfaction.Answer: CDiff: 2 Page Ref: 158Topic: Implications for ManagersAASCB Tag: Communication Abilities

85) Incongruities between verbal and nonverbal communicationA) seldom impact satisfaction.B) increase uncertainty and thereby reduce satisfaction.C) increase employee satisfaction.D) decrease uncertainty.E) rarely occur in organizational settings.Answer: BDiff: 2 Page Ref: 158Topic: Implications for ManagersAASCB Tag: Communication Abilities

86) No group can exist without communication.Answer: TRUEDiff: 1 Page Ref: 143

87) Communication must include either the transference or the understanding of meaning.Answer: FALSEDiff: 3 Page Ref: 143


88) Reading is a form of communication.Answer: TRUEDiff: 2 Page Ref: 143Topic: The Communication Process

89) In the communication process, decoding should precede encoding.Answer: FALSEDiff: 1 Page Ref: 143Topic: The Communication Process

90) The means by which a communication is passed is called the conduit.Answer: FALSEDiff: 2 Page Ref: 143Topic: The Communication Process

91) Encryption is the process through which a message is converted into symbolic form.Answer: FALSEDiff: 2 Page Ref: 144Topic: The Communication Process

92) The encoder is the object to whom a message is directed.Answer: FALSEDiff: 1 Page Ref: 144Topic: The Communication Process

93) When two people are talking, the message that they exchange is referred to as noise.Answer: FALSEDiff: 2 Page Ref: 144Topic: The Communication Process

94) Feedback determines whether a message has been received.Answer: FALSEDiff: 2 Page Ref: 144Topic: The Communication Process

95) The receiver decodes the communication.Answer: TRUEDiff: 1 Page Ref: 144Topic: The Communication Process

96) Organizational communication can flow laterally or vertically.Answer: TRUEDiff: 1 Page Ref: 144Topic: The Communication Process


97) When information is given to a subordinate, this process occurs through lateral communication.Answer: FALSEDiff: 1 Page Ref: 144Topic: The Communication Process

98) When feedback is being given to higher-level individuals in an organization, upward communication is taking place.Answer: TRUEDiff: 1 Page Ref: 145Topic: The Communication Process

99) Lateral communications are often created to short-circuit the vertical hierarchy within an organization.Answer: TRUEDiff: 2 Page Ref: 145Topic: The Communication ProcessAASCB Tag: Communication Abilities

100) Lateral communication can create dysfunctional conflicts.Answer: TRUEDiff: 2 Page Ref: 145Topic: The Communication ProcessAASCB Tag: Communication Abilities

101) Oral communication is the chief means of conveying messages among group members.Answer: TRUEDiff: 1 Page Ref: 146Topic: Interpersonal Communication

102) The advantages of oral communication are precision and feedback.Answer: FALSEDiff: 2 Page Ref: 146Topic: Interpersonal CommunicationAASCB Tag: Communication Abilities

103) Oral communications are more likely than written communications to be logical and clear.Answer: FALSEDiff: 2 Page Ref: 146Topic: Interpersonal Communication

104) Written communication has a built-in feedback mechanism.Answer: FALSEDiff: 2 Page Ref: 146Topic: Interpersonal CommunicationAASCB Tag: Communication Abilities


105) Examples of nonverbal communication include messages transmitted by facial expressions and body movements.Answer: TRUEDiff: 2 Page Ref: 146Topic: Interpersonal CommunicationAASCB Tag: Communication Abilities

106) Body language can convey the relative perceived status between a sender and a receiver.Answer: TRUEDiff: 1 Page Ref: 147Topic: Interpersonal CommunicationAASCB Tag: Communication Abilities

107) Body language tends to make verbal communication less complicated.Answer: FALSEDiff: 1 Page Ref: 147Topic: Interpersonal Communication

108) Facial expressions can indicate something quite different from the verbal message that a sender is communicating.Answer: TRUEDiff: 1 Page Ref: 147Topic: Interpersonal CommunicationAASCB Tag: Communication Abilities

109) During communication, the acceptable amount of physical space between individuals varies according to cultural norms.Answer: TRUEDiff: 1 Page Ref: 147Topic: Interpersonal CommunicationAASCB Tag: Multicultural and Diversity Understanding

110) Three common small-group networks are chain, wheel, and global.Answer: FALSEDiff: 2 Page Ref: 148Topic: Organizational Communication

111) The all-channel network uses one figure to act as the conduit for all of the group's communication.Answer: FALSEDiff: 1 Page Ref: 148Topic: Organizational Communication

112) The grapevine is a type of chain communication.Answer: FALSEDiff: 2 Page Ref: 149Topic: Organizational Communication


113) The grapevine is perceived by most employees as being more believable and reliable than

formal communiqu s issued by management.Answer: TRUEDiff: 2 Page Ref: 149Topic: Organizational Communication

114) Rumors flourish in ambiguous situations.Answer: TRUEDiff: 2 Page Ref: 149Topic: Organizational CommunicationAASCB Tag: Analytic Skills

115) Evidence indicates that about 90 percent of the information conveyed through the grapevine is accurate.Answer: FALSEDiff: 2 Page Ref: 149-150Topic: Organizational Communication

116) The potential for misinterpreting email messages is less than with verbal messages since they are in writing.Answer: FALSEDiff: 2 Page Ref: 150Topic: Organizational CommunicationAASCB Tag: Communication Abilities

117) Nearly 40% of companies have employees whose only job is to read other employees' email.Answer: TRUEDiff: 2 Page Ref: 151Topic: Organizational Communication

118) It is recommended that employees maintain a strict "work-personal firewall" in their personal blogs.Answer: TRUEDiff: 2 Page Ref: 151Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

119) IM and TM are expected to replace email.Answer: FALSEDiff: 2 Page Ref: 151-152Topic: Organizational CommunicationAASCB Tag: Use of Information Technology


120) Postings to social networks are seldom of interest to potential employers.Answer: FALSEDiff: 2 Page Ref: 152Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

121) Electronic mail is the ideal method for conveying messages that might evoke emotional responses.Answer: FALSEDiff: 2 Page Ref: 152Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

122) Many people say things in e-mails that they would never say to someone face-to-face.Answer: TRUEDiff: 2 Page Ref: 152Topic: Organizational Communication

123) Without travel, a meeting with Sarah in Hong Kong, Raul in Columbia, and Marie in Paris is possible with video conferencing.Answer: TRUEDiff: 2 Page Ref: 153Topic: Organizational CommunicationAASCB Tag: Use of Information Technology

124) Most business executives are firmly committed to knowledge management.Answer: FALSEDiff: 2 Page Ref: 153Topic: Organizational Communication

125) The organization culture must support sharing of information for knowledge management to work.Answer: TRUEDiff: 2 Page Ref: 153Topic: Organizational Communication

126) In KM, more knowledge means better knowledge.Answer: FALSEDiff: 2 Page Ref: 154Topic: Organizational Communication

127) The Internet surveillance and monitoring practices of organizations seldom invade employees' privacy.Answer: FALSEDiff: 2 Page Ref: 154Topic: Organizational CommunicationAASCB Tag: Use of Information Technology


128) It is safe for senders to assume that their words mean the same to the sender as they do to them.Answer: FALSEDiff: 2 Page Ref: 154Topic: Barriers to Effective CommunicationAASCB Tag: Communication Abilities

129) Filtering is most likely to occur in organizations in which there are many vertical levels.Answer: TRUEDiff: 3 Page Ref: 154Topic: Barriers to Effective Communication

130) Selective perception refers to manipulating information so that it will be seen more favorably by the receiver.Answer: FALSEDiff: 2 Page Ref: 155Topic: Barriers to Effective Communication

131) Selective perception and information overload are barriers to effective communication.Answer: TRUEDiff: 2 Page Ref: 154-155Topic: Barriers to Effective Communication

132) When the information we have to work with exceeds our processing capacity, the result is selective perception.Answer: FALSEDiff: 2 Page Ref: 155Topic: Barriers to Effective Communication

133) Individuals have an infinite capacity for processing data.Answer: FALSEDiff: 1 Page Ref: 155Topic: Barriers to Effective Communication

134) A receiver who is experiencing depression may interpret a message differently than a receiver who is in a positive mood.Answer: TRUEDiff: 1 Page Ref: 155Topic: Barriers to Effective Communication

135) It is estimated that 5 to 20 percent of the population suffers from debilitating communication apprehension.Answer: TRUEDiff: 3 Page Ref: 155Topic: Barriers to Effective Communication


136) People who suffer from communication apprehension experience undue tension and anxiety only in oral communication.Answer: FALSEDiff: 3 Page Ref: 155-156Topic: Barriers to Effective Communication

137) Cross-cultural communications may experience a barrier to effective communication caused by tone differences.Answer: TRUEDiff: 2 Page Ref: 156Topic: Global ImplicationsAASCB Tag: Multicultural and Diversity Understanding

138) People who speak different languages actually view the world in different ways.Answer: TRUEDiff: 2 Page Ref: 157Topic: Global ImplicationsAASCB Tag: Multicultural and Diversity Understanding

139) When communicating with people from a different culture, it is best to assume similarities until differences are proven.Answer: FALSEDiff: 2 Page Ref: 157Topic: Global ImplicationsAASCB Tag: Multicultural and Diversity Understanding

140) Incongruities between verbal and nonverbal communication is likely to reduce satisfaction.Answer: TRUEDiff: 2 Page Ref: 157Topic: Implications for ManagersAASCB Tag: Communication Abilities

141) Describe the communication process. Explain the parts of this process.Answer: Before communication can take place, a purpose, expressed as a message to be conveyed, is needed. It passes between a source (the sender) and a receiver. The message is encoded (converted to a symbolic form) and passed by way of some medium (channel) to the receiver, who retranslates (decodes) the message initiated by the sender. The result is a transference of meaning from one person to another. The seven parts of the communication process are the source, encoding, the message, the channel, decoding, the receiver, and feedback. The source initiates a message by encoding a thought. The message is the actual physical product from the source encoding. The channel is the medium through which the message travels. The receiver is the object to whom the message is directed. The symbols must be translated into a form that can be understood by the receiver. This is the decoding. The final link is a feedback loop. Page Ref: 144Topic: The Communication Process


142) What are the three basic methods of interpersonal communication?Answer: The three basic methods of interpersonal communication are oral, written, and nonverbal communication. The chief means of conveying messages is oral communication. Speeches, formal one-on-one and group discussions, and the informal rumor mill or grapevine are popular forms of oral communication. Written communications include memos, letters, electronic mail, fax transmissions, organizational periodicals, notices placed on bulletin boards, or any other device that is transmitted via written words or symbols. Nonverbal communications includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Page Ref: 146-147Topic: Interpersonal Communication

143) Contrast the advantages and disadvantages of oral versus written communication.Answer: The advantages of oral communication are speed and feedback. A verbal message can be conveyed and a response received in a minimal amount of time. If the receiver is unsure of the message, rapid feedback allows for early detection by the sender and, hence, allows for early correction.

The major disadvantage of oral communication surfaces in organizations or whenever the message has to be passed through a number of people. The more people a message must pass through, the greater the potential distortion. The message's content, when it reaches its destination, is often very different from that of the original. In an organization, where decisions and other communiqués are verbally passed up and down the authority hierarchy, there are considerable opportunities for messages to become distorted.

The advantages of written communications include that they are often tangible and verifiable. When printed, both the sender and receiver have a record of the communication and the message can be stored for an indefinite period. If there are questions concerning the content of the message, it is physically available for later reference. This feature is particularly important for complex and lengthy communications. A final benefit of all written communication comes from the process itself. You're usually more careful with the written word than the oral word. You're forced to think more thoroughly about what you want to convey in a written message than in a spoken one. Thus, written communications are more likely to be well thought out, logical, and clear.

Written messages also have their drawbacks. They're time consuming. So, although writing may be more precise, it also consumes a great deal of time. The other major disadvantage is feedback, or lack of it. Oral communication allows the receiver to respond rapidly to what he thinks he hears. Written communication, however, does not have a built-in feedback mechanism. The result is that the mailing of a memo is no assurance it has been received, and, if received, there is no guarantee the recipient will interpret it as the sender intended.Page Ref: 146-147Topic: Interpersonal Communication


144) Explain the concept of nonverbal communication.Answer: Nonverbal communication includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Page Ref: 147Topic: Interpersonal Communication

145) Discuss the three common small group networks. Evaluate each on their effectiveness.Answer: The chain rigidly follows the formal chain of command. This network approximates the communication channels you might find in a rigid three-level organization. The wheel relies on a central figure to act as the conduit for all the group's communication. It stimulates the communication network you would find on a team with a strong leader. The all-channel network is most often characterized in practice by self-managed teams, in which all group members are free to contribute and no one person takes on a leadership role. The structure of the wheel facilitates the emergence of a leader. The all-channel network is best if you are concerned with having high member satisfaction. The chain is best if accuracy is most important. No single network will be best for all occasions. Page Ref: 148Topic: Organizational Communication

146) What is the grapevine?Answer: The grapevine is an informal communication system. While it is informal, it doesn't mean that it is not an important source of information. A survey found that 75 percent of employees hear about matters first through rumors on the grapevine. Page Ref: 149Topic: Organizational Communication

147) What are the limitations of e-mail?Answer: E-mail can be a distraction from work activities. Information overload is also a drawback. It's not unusual for employees to get a hundred or more e-mails a day. Reading, absorbing, and responding to such an inflow can literally consume an employee's entire day. In essence, e-mail's ease of use has become its biggest negative. Employees are finding it increasingly difficult to distinguish important e-mails from junk mail and irrelevant messages. Another drawback of e-mails is that they lack emotional content. The nonverbal cues don't come across in e-mail. They can be cold and impersonal. As such, it's not the ideal means to convey information like layoffs, plant closings, or other messages that might evoke emotional responses and require empathy or social support. There is a high potential for misinterpreting email messages. Finally, there are two privacy issues with email. First, employees must be aware that their e-mails may be (and usually are) monitored. Second, you can't always trust that the recipient of your e-mail will keep it confidential. The recommendation is not to write anything that you would not want made public.Page Ref: 150-151Topic: Organizational Communication


148) List and explain five of the barriers to effective communication.Answer: Filtering refers to a sender's purposely manipulating information so it will be seen more favorably by the receiver. Selective perception occurs when receivers process communication selectively to see and hear based on their needs, motivations, experience, background, and other personal characteristics. When the information we have to work with exceeds our processing capacity, the result is information overload. Emotions serve as a barrier to effective communication. How the receiver feels at the time of receipt of a communication message will influence how he or she interprets it. Words mean different things to different people. Age, education, and cultural background are three of the most obvious variables that influence the language a person uses and the definitions he or she gives to words. Communication apprehension is a major barrier to effective communication that affects 5 to 20 percent of the population. People who suffer from communication apprehension experience undue tension and anxiety in oral communication, written communication, or both. Page Ref: 154-156Topic: Barriers to Effective Communication

149) Describe and discuss specific problems related to cross-cultural communication.Answer: There are four specific problems related to language difficulties in cross-cultural communications. First, there are barriers caused by semantics. Second, there are barriers caused by word connotations. Third are barriers caused by tone differences. Fourth, there are barriers caused by differences among perceptions. Cultures tend to differ in the importance to which context influences the meaning that individuals take from what is actually said or written versus who the other person is. High-context cultures rely heavily on nonverbal and subtle situational cues when communicating with others. What is not said may be more significant than what is said. A person's official status, place in society, and reputation carry considerable weight in communications. People in low-context cultures rely essentially on words to convey meaning. Body language or formal titles are secondary to spoken and written words. Page Ref: 157Topic: Barriers to Effective Communication

150) Discuss four ways to reduce misinterpretations when communicating with people from a different culture.Answer: The following four rules can be helpful when communicating with people from

different cultures.1. Assume differences until similarity is proven. You are less likely to make an error if you

assume others are different from you rather than assuming similarity until differences are proven.

2. Emphasize description rather than interpretation or evaluation. Delay judgment until you've had sufficient time to observe and interpret the situations from the differing perspectives of all the cultures involved.

3. Practice empathy. Before sending a message, put yourself in the recipient's shoes.4. Treat your interpretations as a working hypothesis. Recognize that you need further testing of

your hypothesis. Carefully assess the feedback provided by recipients to see if it confirms your hypothesis.

Page Ref: 157Topic: Global Implications


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CH 11 Communication