Chapter 17 Communication
True/False Questions
1. Managers spend 80 percent of every working day reading or writing.
Answer: False Level: 2 Page: 624 Type: F
2. Communication permeates every management function.
Answer: True Level: 1 Page: 625 Type: F
3. Communication is the process by which information is transmitted from the speaker to the listener.
Answer: False Level: 2 Page: 626 Type: F
4. Communication is defined as the process by which information is exchanged and understood by two or more people.
Answer: True Level: 1 Page: 626 Type: F
5. After developing the message, the sender must encode the message and select a communication channel.
Answer: True Level: 2 Page: 627 Type: F
6. The process of encoding, the selection of a channel, the presence of noise, and the development of feedback are four of the factors involved in the communication process.
Answer: True Level: 2 Page: 627 Type: F
7. Without feedback, the communication is only two-way process, sender to receiver and receiver to sender.
Answer: False Level: 2 Page: 627 Type: F
8. The advantage of a two-way communication is that it is perceived the same in all situations, even if a sender and receiver encodes or decodes language differently.
Answer: False Level: 1 Page: 627 Type: F
Chapter Seventeen * Communication Test Bank * Page 211 9. The number of cues and the level of potential noise in a channel that is selected for communication refer to the channel richness.
Answer: False Level: 2 Page: 628 Type: F
10. In terms of channel richness, face-to-face discussion is the richest channel.
Answer: True Level: 1 Page: 629 Type: F
11. Impersonal written media, including fliers and bulletins, are the lowest in channel richness.
Answer: True Level: 2 Page: 629 Type: F
12. Only by selecting rich channels can managers communicate nonroutine messages effectively.
Answer: True Level: 2 Page: 629 Type: F
13. Routine messages typically are ambiguous, concern novel events and impose great potential for misunderstanding.
Answer: False Level: 1 Page: 631 Type: F
14. To persuade and influence, managers connect with others primarily by using impersonal written media such as fliers and bulletins.
Answer: False Level: 3 Page: 631 Type: F
15. The choice of a communication channel can convey a symbolic meaning to the receiver.
Answer: True Level: 1 Page: 631 Type: F
16. Presenting hard facts and figures has the same power as telling vivid stories.
Answer: False Level: 2 Page: 632 Type: F
17. Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.
Answer: True Level: 1 Page: 632 Type: F
18. When verbal and nonverbal messages are contradictory, the receiver usually will give more weight to behavioral actions than to verbal messages.
Answer: True Level: 2 Page: 632 Type: F
Chapter Seventeen * Communication Test Bank * Page 212 19. Formulating in your mind what you are going to say next is an important part of effective listening.
Answer: False Level: 1 Page: 633 Type: F
20. A formal communication channel is a communication channel that flows within the chain of command.
Answer: True Level: 1 Page: 635 Type: F
21. Downward communication is the most familiar and obvious flow of informal communication.
Answer: False Level: 2 Page: 635 Type: F
22. The topics covered in upward communication are indoctrination and implementation of goals and strategies.
Answer: False Level: 1 Page: 636 Type: F
23. The major problem with downward communication is drop off, the distortion or loss of message content.
Answer: True Level: 2 Page: 636 Type: F
24. Performance feedback is an example of upward communication.
Answer: False Level: 2 Page: 637 Type: F
25. Performance reports and suggestions for improvement are two types of upward communication.
Answer: True Level: 2 Page: 637 Type: F
26. Types of information generally communicated upwards include performance reports, suggestions for improvement and performance feedback.
Answer: False Level: 2 Page: 637 Type: F
27. The lateral or diagonal exchange of messages among peers or coworkers is horizontal communication.
Answer: True Level: 1 Page: 638 Type: F
28. Interdepartmental coordination are messages that take place among members of the same
Chapter Seventeen * Communication Test Bank * Page 213 department and concern task accomplishment.
Answer: False Level: 2 Page: 639 Type: F
29. Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.
Answer: True Level: 2 Page: 639 Type: F
30. Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.
Answer: False Level: 2 Page: 639 Type: F
31. In centralized networks, team members must communicate through one individual to solve problems or make decisions.
Answer: True Level: 1 Page: 640 Type: F
32. Informal communication channels exist within the formally authorized channels and adhere to the organization's hierarchy of authority.
Answer: False Level: 1 Page: 641 Type: F
33. Two types of informal channels used in many organizations are MBWA and grapevine.
Answer: True Level: 1 Page: 641 Type: F
34. A few individuals each convey information to several others in a gossip chain.
Answer: False Level: 2 Page: 642 Type: F
35. A discussion is often resolved by logic or "beating down" opponents, whereas, dialogue asks that participants suspend their attachments to a particular viewpoint so that a deeper level of listening, synthesis, and meaning can evolve from the group.
Answer: True Level: 2 Page: 644 Type: F
36. In the new workplace, learning occurs when managers use evaluation and communication to help individuals and the organization learn and improve.
Answer: False Level: 2 Page: 645 Type: F
37. Types of individual barriers to communication are interpersonal dynamics, semantics, and inconsistent cues.
Chapter Seventeen * Communication Test Bank * Page 214 Answer: True Level: 1 Page: 647 Type: F
38. Selecting the wrong medium for sending a communication would not be a problem if the message has value.
Answer: False Level: 1 Page: 647 Type: F
39. The most important thing managers can do for the organization is to teach listening in passive mode.
Answer: False Level: 2 Page: 649 Type: F
Multiple Choice Questions
1. A manager might use ______as a type of communication.
a. meetings b. telephone conversations c. talking informally d. all of the above e. a and b only
Answer: d Level: 2 Page: 624 Type: F
2. What percentage of a manager's time is spent in direct communication?
a. 20 percent b. 100 percent c. 50 percent d. 80 percent e. 40 percent
Answer: d Level: 2 Page: 624 Type: F
3. What kinds of skills are fundamental necessities in every part of a manager's job?
a. Organizational b. Communication c. MBWA d. Analysis e. Punishment
Answer: b Level: 2 Page: 626 Type: F
Chapter Seventeen * Communication Test Bank * Page 215 4. Communication is defined by the text as the process by which information is
a. shared. b. exchanged and understood by two or more people, usually with the intent to motivate or influence behavior. c. received. d. transmitted to others. e. stored.
Answer: b Level: 2 Page: 626 Type: F
5. What are the key elements of communication?
a. Encoding, message, and feedback b. Encoding, noise, and symbols c. Message, circuit, and decoding d. Feedback, message, and perception e. Feedback, circuit, and perception
Answer: a Level: 2 Page: 627 Type: F
6. Which of these is necessary for communication to be considered two-way?
a. Message b. Channel c. Feedback d. Noise e. Circuit
Answer: c Level: 2 Page: 627 Type: F
7. The receiver the symbols to interpret the meaning of the message.
a. encodes b. transmits c. decodes d. responds to e. must ignore
Answer: c Level: 2 Page: 627 Type: F
8. The job of the ______, in the communication process, is to decode the symbols and interpret the meaning of the message.
a. sender b. receiver
Chapter Seventeen * Communication Test Bank * Page 216 c. channel d. filter e. middleman
Answer: b Level: 2 Page: 627 Type: F
9. and are potential sources for communication errors, because knowledge, attitudes, and background act as filters.
a. Encoding, channel b. Encoding, noise c. Decoding, channel d. Decoding, encoding e. Decoding, noise
Answer: d Level: 2 Page: 627 Type: F
10. When an electronic mail system is installed as part of the communication system, what element of the communication process is changed?
a. Channel b. Message c. Sender d. Filter e. Receiver
Answer: a Level: 2 Page: 628 Type: F
11. Which of these refers to the amount of information that can be transmitted during a communication episode?
a. Channel richness b. Electronic mail c. Encoding d. Upward communication e. Feedback
Answer: a Level: 1 Page: 628 Type: F
12. Channel richness refers to the
a. number of messages a channel can carry at one time. b. speed in which messages can be carried. c. amount of information that can be transmitted during a communication episode. d. number of channels available at any one time. e. profitability potential of a proposed channel.
Chapter Seventeen * Communication Test Bank * Page 217 Answer: c Level: 1 Page: 628 Type: F
13. ______are examples of channels which managers might choose to use when communicating with employees.
a. Newsletter, telephone, and feedback b. Telephone, electronic mail, and memo c. Television, encoding, and letter d. National newspapers and television e. All of the above
Answer: b Level: 1 Page: 629 Type: F
14. The capacity of an information channel is influenced by all of these except
a. the ability to establish a personal focus. b. the ability to handle multiple cues simultaneously. c. the ability to facilitate rapid, two-way feedback. d. the ability to minimize costs. e. a and c.
Answer: d Level: 1 Page: 629 Type: F
15. ______is the richest medium for communication.
a. Telephone conversations b. Face to face contact c. Electronic media d. Written media e. Voice mail
Answer: b Level: 1 Page: 629 Type: F
16. Which of these mediums for communication does not focus on a single receiver, uses limited information cues, and does not permit feedback?
a. Bulletins b. Telephone conversations c. Video conference d. Face to face contact e. A personal memo
Answer: a Level: 1 Page: 629 Type: F
17. ______comprises the lowest channel richness.
Chapter Seventeen * Communication Test Bank * Page 218 a. Electronic mail b. Bulletins c. Face-to-face talk d. Telephone e. Memos
Answer: b Level: 2 Page: 629 Type: F
18. ______is an advantage of low channel richness.
a. Impersonal b. Two-way c. Premeditated d. Fast-feedback e. No records to worry about
Answer: c Level: 2 Page: 629 Type: F
19. A disadvantage of low channel richness is
a. no record. b. spontaneous. c. two-way. d. slow feedback. e. premeditated.
Answer: d Level: 2 Page: 629 Type: F
20. Which of these is an advantage of high channel richness?
a. Slow feedback b. Premeditated c. Provides record d. Easily disseminated e. Personal
Answer: e Level: 2 Page: 629 Type: F
21. Which of these is a disadvantage of high channel richness?
a. Spontaneous b. One-way c. Slow feedback d. Premeditated e. Impersonal
Chapter Seventeen * Communication Test Bank * Page 219 Answer: a Level: 2 Page: 629 Type: F
22. An example of non-verbal communication is all of these except
a. posture. b. facial expression. c. voice. d. written memo. e. a and b only.
Answer: d Level: 2 Page: 630 Type: F
23. Which of these is typically ambiguous, concern novel events, and impose great potential for misunderstanding?
a. Nonroutine messages b. Channel richness c. Routine messages d. Feedback e. Nonverbal communications
Answer: a Level: 1 Page: 631 Type: F
24. To inform managers of impending company-wide layoff, which communication channel would be most successful?
a. Telephone conversations b. Face to face contact c. Electronic media d. Written media e. None of the above
Answer: b Level: 2 Page: 631 Type: A
25. When informing your staff of the date for the company picnic, which communication channel would be most practical and successful?
a. Memo b. Telephone c. Video conference d. Face to face contact e. A newspaper notice
Answer: a Level: 2 Page: 631 Type: A
Chapter Seventeen * Communication Test Bank * Page 220 26. To persuade and influence, managers connect with others by using
a. a policy manual. b. symbols, metaphors, and stories. c. statistical facts and figures. d. rules and regulations. e. external consultants.
Answer: b Level: 2 Page: 632 Type: F
27. Non-verbal communication has the biggest impact when using ______.
a. video conference b. telephone c. formal letter d. face to face communication e. newspaper article
Answer: d Level: 2 Page: 632 Type: F
28. A communication transmitted through actions and behaviors rather than through words is known as
a. verbal communication. b. oral communication. c. written communication. d. nonverbal communication. e. electronic mail.
Answer: d Level: 1 Page: 632 Type: F
29. You invite one of your employees to your office to talk about his performance. Which of the following seating arrangements will suggest to him that you are the person in charge?
a. You sit in an easy chair and your employee sits on the sofa. b. You sit behind your desk and your employee sits in a chair on the opposite side. c. You both sit side by side around a table. d. You sit in a sofa and your employee sits in an easy chair. e. You both sit on the floor.
Answer: b Level: 2 Page: 633 Type: A
30. Most executives now believe that important information flows from the
a. top down.
Chapter Seventeen * Communication Test Bank * Page 221 b. bottom up. c. diagonal level. d. horizontal level to diagonal level. e. internal to external.
Answer: b Level: 2 Page: 633 Type: F
31. The skills of require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message.
a. communication b. listening c. managing d. reception e. telling
Answer: b Level: 1 Page: 633 Type: F
32. Keys to effective listening include all of the following EXCEPT
a. find areas of interest. b. listen for ideas. c. be responsive. d. have preconceptions. e. all of the above are keys to effective listening.
Answer: d Level: 2 Page: 634 Type: F
33. Which of the following is(are) part of keys to effective listening?
a. Listen for facts b. Listen for ideas c. Be passive, laid back d. Have preconceptions e. All of the above
Answer: b Level: 3 Page: 634 Type: F
34. Characteristics of a good listener are someone who
a. asks questions, listens for facts, and avoids distractions. b. asks questions, summarizes, and listens to central themes. c. shows interest, judges content, and has preconceptions. d. listens between lines, starts to argue, and works hard. e. shows interest, works hard, and starts to argue.
Chapter Seventeen * Communication Test Bank * Page 222 Answer: b Level: 2 Page: 634 Type: F
35. Good listeners exhibit all of the following characteristics EXCEPT
a. asking questions. b. having preconceptions. c. tolerates bad habits. d. judges content, not delivery errors. e. all of the above.
Answer: b Level: 2 Page: 634 Type: F
36. ______is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization.
a. Formal communication b. Horizontal communication c. Downward communication d. Upward communication e. Diagonal communication
Answer: a Level: 2 Page: 635 Type: F
37. The learning organizations emphasize which of these?
a. Downward communication b. Gossips c. Horizontal communication d. Upward communication e. Vertical communication
Answer: c Level: 1 Page: 635 Type: F
38. ______is the most familiar and obvious flow of formal communication.
a. Downward communication b. Gossips c. Horizontal communication d. Upward communication e. Vertical communication
Answer: a Level: 1 Page: 635 Type: F
39. Downward communication is usually used to communicate information about all of the following EXCEPT
Chapter Seventeen * Communication Test Bank * Page 223 a. indoctrination. b. procedures. c. performance feedback. d. suggestions for improvement. e. implementation of goals.
Answer: d Level: 2 Page: 636 Type: F
40. Information distortion or loss of message content is a major problem with
a. upward communication. b. formal communication. c. downward communication. d. informal communication. e. horizontal communication.
Answer: c Level: 2 Page: 636 Type: F
41. Messages that appraise how well individuals and departments are doing their jobs are called
a. job instructions. b. implementation of strategies. c. practices. d. performance feedback. e. indoctrination.
Answer: d Level: 2 Page: 636 Type: F
42. Messages designed to motivate employees to adopt the company’s mission and cultural values and to participate in special ceremonies are called
a. job instructions. b. implementation of strategies. c. practices. d. performance feedback. e. indoctrination.
Answer: e Level: 2 Page: 636 Type: F
43. Many organizations use suggestion boxes, open door policies, and surveys to facilitate
a. upward communication. b. downward communication. c. formal communication. d. informal communication. e. diagonal communication.
Chapter Seventeen * Communication Test Bank * Page 224 Answer: a Level: 2 Page: 637 Type: F
44. Upward communication is usually used to communicate information about all of the following EXCEPT
a. suggestions for improvement. b. performance reports. c. indoctrination. d. financial and accounting information. e. grievance and disputes.
Answer: c Level: 2 Page: 637 Type: F
45. When a group of workers have routine tasks to perform, a communication structure allows more time for the task to be completed.
a. linear b. centralized c. decentralized d. gossip e. team
Answer: b Level: 1 Page: 637 Type: A
46. Casey is a part of a software engineering team. Her task is to develop a diagnostic program for the medical profession. This is a very complex task. What type of communication structure would work best for her group?
a. Linear b. Centralized c. Decentralized d. Focused e. All of the above
Answer: c Level: 1 Page: 637 Type: A
47. is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements.
a. Downward communication b. Horizontal communication c. Upward communication d. Vertical communication e. Informal communication
Chapter Seventeen * Communication Test Bank * Page 225 Answer: b Level: 2 Page: 638 Type: F
48. Which of these refers to a team communication structure in which team members freely communicate with one another and arrive at decisions?
a. Decentralized network b. Centralized network c. Linear network d. Circular network e. Gossip structure
Answer: a Level: 2 Page: 640 Type: F
49. A centralized network is one in which
a. team members are free to interact with any of the team members. b. team members communicate through one individual to make decisions. c. team members communicate with an assigned partner. d. team members work independently and there is no need for communication. e. none of the above.
Answer: b Level: 2 Page: 640 Type: F
50. For complex problems, a network is most effective for swift, accurate problem resolution.
a. linear b. centralized c. decentralized d. all of the above e. a and b only
Answer: c Level: 2 Page: 640 Type: F
51. What communication channels that exist outside the formally authorized channels without regard for the organization's hierarchy of authority?
a. Management by wandering around b. The grapevine c. Informal communication d. Horizontal communication e. Upward communication
Answer: c Level: 2 Page: 641 Type: F
52. As a manager, Claire decides that every afternoon, you are going to spend time with her
Chapter Seventeen * Communication Test Bank * Page 226 employees to find out what's happening. This is called
a. the grapevine. b. management by wandering around. c. horizontal communication. d. downward communication. e. diagonal communication.
Answer: b Level: 2 Page: 641 Type: A
53. ______links employees in all directions, ranging from the president through middle management, support staff, and line employees.
a. Management by wandering around b. Vertical communication c. Diagonal communication d. The grapevine e. Upward communication
Answer: d Level: 2 Page: 642 Type: F
54. The grapevine is an important means of communication that exists in companies. Most of the information passed through the grapevine is
a. personal information. b. vicious gossip. c. business-related. d. destructive because it is not accurate. e. none of the above.
Answer: c Level: 2 Page: 642 Type: F
55. What percent of the details passed through a grapevine is accurate?
a. 15 to 20 percent b. 25 to 35 percent c. 40 to 60 percent d. 70 to 90 percent e. 100 percent
Answer: d Level: 3 Page: 643 Type: F
56. A group communication process aimed at creating a culture based on collaboration, fluidity, trust, and commitment to shared goals is referred to as a(n)
a. MBWA.
Chapter Seventeen * Communication Test Bank * Page 227 b. dialogue. c. open communication. d. centralized system. e. gossip.
Answer: b Level: 1 Page: 644 Type: F
57. When managers use evaluation and communication to help individuals and the organization learn and improve, ______occurs.
a. feedback b. learning c. teaching d. channeling e. barrier
Answer: a Level: 2 Page: 645 Type: F
58. ______is an important means by which individuals and organizations learn from their mistakes and improve their work.
a. Feedback b. Learning c. Teaching d. Channeling e. Barrier
Answer: a Level: 1 Page: 645 Type: F
59. ______communication can exist within the individual or as part of the organization.
a. Channels of b. Cues of c. Barriers to d. Semantics of e. Feedback from
Answer: c Level: 2 Page: 647 Type: F
60. Which of the following is an individual barrier to communication?
a. Status and power difference b. Lack of formal channels c. Communication network unsuited to task d. Semantics e. All of the above
Chapter Seventeen * Communication Test Bank * Page 228
Answer: d Level: 2 Page: 647 Type: F
61. Writing works best for messages but the capacity for rapid feedback.
a. routine, lacks b. routine, provides c. nonroutine, lacks d. nonroutine, provides e. none of the above
Answer: a Level: 3 Page: 647 Type: F
62. Monica knows that her supervisor does not like her. When her supervisor talks to her about increasing effectiveness, Monica knows he is just hassling her instead of soliciting her ideas. This is an example of what type of barrier to communication?
a. Semantic barrier b. Interpersonal barrier c. Wrong channel selection d. Inconsistent cues between verbal and nonverbal communication e. Lack of formal channels
Answer: b Level: 2 Page: 647 Type: A
63. All of these are all examples of individual barriers to communication EXCEPT
a. semantics. b. wrong channel selection. c. status of power differences. d. interpersonal barriers. e. inconsistent cues.
Answer: c Level: 2 Page: 647 Type: F
64. Planners Consulting Group uses its electronic mail system to inform employees of many upcoming events. Unfortunately, many employees do not have access to or don't use computers on a regular basis. This is an example of what type of communication barrier?
a. Semantics b. Wrong channel selection c. Status or power differences d. Interpersonal barriers e. Inconsistent cues
Answer: b Level: 2 Page: 647 Type: A
Chapter Seventeen * Communication Test Bank * Page 229 65. The word "effectiveness" may mean one thing to one person and something different to another person. This is an example of what kind of a barrier?
a. Semantics b. Wrong channel selection c. Status or power differences d. Interpersonal barriers e. Inconsistent cues
Answer: a Level: 2 Page: 647 Type: F
66. Which of the following is NOT an example of an organizational barrier to communication?
a. Status and power differences b. Wrong channel selection c. Improper communication flow d. Absence of formal channels e. All of the above are examples of organizational barriers to communication
Answer: b Level: 2 Page: 647-648 Type: F
67. ______is an organizational barrier to communication.
a. Semantics b. Interpersonal dynamics c. Status and power difference d. Inconsistent cues e. All of the above
Answer: c Level: 2 Page: 647 Type: F
68. Perhaps the most important individual skill in overcoming communication barriers is
a. selecting appropriate channel for the message. b. MBWA. c. active listening. d. developing and using formal information channels. e. finding a fit between the structure and the communication needs.
Answer: c Level: 2 Page: 648 Type: F
69. According to the text, one of the most important things that a manager can do for the organization is to
a. talk to their employees.
Chapter Seventeen * Communication Test Bank * Page 230 b. create a climate of trust and openness. c. listen to their employees. d. ensure that production remains high. e. none of the above.
Answer: b Level: 2 Page: 648 Type: F
70. To ensure positive, effective communication, managers should use which of the following techniques?
a. Multiple channels of communication b. Management by wandering around c. Formal communication channels d. All of the above e. a and c only
Answer: d Level: 2 Page: 648-649 Type: F
Scenario Questions
Scenario – Taryn Reynolds
One of the most talented managers to ever work at Lime Mining is Taryn Reynolds. Combining graciousness with high intelligence and creativity, Taryn has been successful in attracting and building a highly committed and competent division of employees. When interviewed by the national news media for insight into her success, one of the topics that became a primary focus was the challenge of communicating effectively.
1. In selecting the best channel for complex communication, Taryn suggests to select the richest channel possible. Characteristics that Taryn suggests a manager should recognize include all of these EXCEPT which one?
a. The channel's ability to handle multiple cues simultaneously b. The ability to facilitate rapid two-way feedback c. The ability to establish a personal focus for the communication d. The ability to clarify and rapidly reduce communication stereotyping e. All of these are valid characteristics of channel richness.
Answer: d Type: A
2. Taryn also agrees with the research that suggests that "nonverbal messages convey thoughts
Chapter Seventeen * Communication Test Bank * Page 231 and feelings with greater force than do our most carefully selected words." Nonverbal messages include all of the following EXCEPT which one?
a. Facial expressions b. Posture and dress c. Voice and mannerisms d. Blushing and perspiring e. All of the above are included.
Answer: e Type: A
3. Taryn recently contributed some ideas to current management articles and she asserts the conclusion that effective listening and engaged listening are key characteristics of successful communication. Which of the following is not a part of effective listening or engaged listening?
a. Provide listening forums b. Take notes and promise feedback c. Ask dumb questions d. Break down barriers through casual get-togethers e. All of the above are included.
Answer: e Type: A
4. Taryn believes that successful managers solicit and respond to upward communication. Information that can be expected with upward communication includes all of the following EXCEPT which one?
a. Procedures and practices b. Suggestions for improvement c. Financial and accounting information d. Performance reports e. All of the above are included.
Answer: a Type: A
Short-Answer Questions
1. can be defined as the process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.
Answer: Communication Page: 626
Chapter Seventeen * Communication Test Bank * Page 232 2. To ______a message is to select the symbols used to compose a message.
Answer: encode Page: 627
3. The is the tangible formulation of the idea that is sent to the receiver.
Answer: message Page: 627
4. To translate the symbols used in a message for the purpose of interpreting its meaning is called .
Answer: decoding Page: 627
5. Without , the communication is one-way.
Answer: feedback Page: 627
6. The amount of information that can be transmitted during a communication episode is known as ______.
Answer: channel richness Page: 628
7. ______is increasingly being used for messages that were once handled via the telephone.
Answer: E-mail Page: 629
8. ______messages are typically ambiguous, concern novel events, and impose great potential for misunderstanding.
Answer: Nonroutine Page: 631
9. refers to messages sent through human actions and behaviors rather than through words.
Answer: Nonverbal communication Page: 632
10. involves the skill of grasping both facts and feelings to interpret a message's genuine meaning.
Answer: Listening Page: 633
11. channels are those that flow within the chain of command or task responsibility defined by the organization.
Answer: Formal communication Page: 635
Chapter Seventeen * Communication Test Bank * Page 233 12. List the three formal communication channels found in organizations.
Answer: The three channels are (1) the upward communication channel, (2) the downward communication channel, and (3) the horizontal communication channel.
Page: 635
13. refers to the messages and information sent from top management down to subordinates.
Answer: Downward communication Page: 635
14. The major problem with downward communication is known as communication ______.
Answer: drop off Page: 636
15. Formal includes messages that flow from the lower to the higher levels in the organization's hierarchy.
Answer: upward communication Page: 637
16. List the five types of upward communication.
Answer: The five types of information communicated upward are (1) problems and expectations, (2) suggestions for improvement, (3) performance reports, (4) grievances and disputes, and (5) financial and accounting information.
Page: 637
17. communication is the lateral or diagonal exchange of messages among peers or coworkers.
Answer: Horizontal Page: 638
18. Messages that take place among members of the same department and concern task accomplishments are called ______.
Answer: intradepartmental problem solving Page: 638
19. Interdepartmental messages that facilitate the accomplishment of joint projects or tasks are called ______.
Chapter Seventeen * Communication Test Bank * Page 234 Answer: interdepartmental coordination Page: 639
20. Messages that are designed to share information among teams and departments that can help the organization change, grow, and improve are called ______.
Answer: change initiatives and improvements Page: 639 21. A(n) ______is a team communication structure in which team members communicate through a single individual to solve problems or make decisions.
Answer: centralized network Page: 640
22. In a(n) network, individuals can communicate freely with other team members.
Answer: decentralized Page: 640
23. channels exist outside the formally authorized channels and do not adhere to the organization's hierarchy of authority.
Answer: Informal communication Page: 641
24. A communication technique in which managers interact directly with workers to exchange information is known as ______.
Answer: management by wandering around Page: 641
25. The is an informal, person-to-person communication network of employees that is not officially sanctioned by the organization.
Answer: grapevine Page: 642
26. means sharing all types of information throughout the company, across functional and hierarchical levels.
Answer: Open communication Page: 643
27. is a group communication process in which people together create a stream of shared meaning that enables them to understand each other and share a view of the world.
Answer: Dialogue Page: 644
28. ______occurs when managers use evaluations and communication to help individuals and the organization learn and improve.
Answer: Feedback Page: 645
Chapter Seventeen * Communication Test Bank * Page 235 29. ______can exist within the individual or as part of the organization.
Answer: Barriers Page: 647
30. pertains to the meaning of words and the way they are used.
Answer: Semantics Page: 647
31. List the four individual level barriers to communication.
Answer: The four barriers are (1) interpersonal dynamics, (2) channels and media, (3) semantics, and (4) inconsistent cues.
Page: 647
Essay Questions
1. Briefly describe the communication process.
ANSWER: The communication process begins with the development of a message. The message is encoded into symbols that are then sent through a selected channel. The symbols are then received and decoded into a received message and then the response is sent as feedback and the communication process is completed.
Level: 2 Page: 627
2. Describe the concept of channel richness, specify the richest channel, and explain why it is so rich.
ANSWER: Channel richness is the amount of information that can be transmitted during a communication episode. This is influenced by the ability to handle multiple cues simultaneously, the ability to facilitate rapid, two-way communication, and the ability to establish a personal focus for the communication. Face-to-face communication is the richest channel because it permits direct experience, multiple information cues, immediate feedback, and personal focus.
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3. Define nonverbal communication and briefly discuss its importance to communicating in
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ANSWER: Nonverbal communication refers to messages sent through human actions and behaviors rather than words. Sources of nonverbal communication can include facial expressions, voice, mannerisms, posture, dress, and even office arrangements. These nonverbal sources can be more important than the actual words that are spoken. When verbal and nonverbal messages are contradictory, a receiver will usually give more weight to the nonverbals. Managers must be sensitive to nonverbal sources when communicating and learn to coordinate their verbal and nonverbal messages.
Level: 2 Page: 632-633
4. What is downward communication and what are five topics generally included with downward communication?
ANSWER: Downward communication is those messages sent from top management down to subordinates. It normally includes (1) implementation of goals, strategies, and objectives, (2) job instructions and rationale, (3) procedures and practices, (4) performance feedback, and (5) indoctrination.
Level: 2 Page: 635-636
5. Describe the three categories of horizontal communication.
ANSWER: Intradepartmental problem solving is messages that take place among members of the same department and concern task accomplishment. Interdepartmental coordination is messages that facilitate the accomplishment of joint projects or tasks. Change initiatives and improvements are messages designed to share information among teams and departments that can help the organization change, grow, and improve.
Level: 2 Page: 638-639
6. Describe the difference between centralized networks and decentralized networks.
ANSWER: Centralized network is a team communication structure in which team members communicate through a single individual to solve problems or make decisions. In a decentralized network, the communication structure allows team members to communicate freely with one another and arrive at decisions together.
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7. Identify the four individual level barriers to communication and the ways to overcome them.
ANSWER: The four individual level barriers are (1) interpersonal dynamics, (2) channels and media, (3) semantics, and (4) inconsistent cues. According to the text, the most important individual skill needed to help overcome barriers to communication is active listening. This means showing interest, asking questions, paraphrasing, and providing feedback to the sender. Next, individuals should select the appropriate channel for the message. The complexity of the message, among other factors, should be considered when determining the channel. Third, both parties need to make a special effort to understand each other's perspective so that semantics can be clarified. Last, management by wandering around gets the manager out of the office, allowing for face-to-face communication and direct observation.
Level: 3 Page: 647
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