OB13 TIF11

Chapter 11 Communication MULTIPLE CHOICE 1. Research indicates that poor _____ is probably the most frequently cited source of interpersonal conflict. a. motivation b. leadership c. training d. communication e. hygiene (d; Moderate; Poor Communication; p. 351) {AACSB: Communication} 2. Individuals spend nearly _____ percent of their waking hours communicating. 60 70 80 90 100 (b; Challenging; Communication; p. 351) {AACSB: Communication} 3. Communication must include both the _____ and the understanding of meaning. a. transportation b. interpretation c. triaging d. transference e. intention (d; Moderate; Communication; p. 351) {AACSB: Communication} {AACSB: Analytic Skills} Functions of Communication 4. Communication serves all of the following functions within a group or organization except _____. a. motivation b. planning c. emotional expression d. control e. conveying information (b; Moderate; Functions of Communication; p. 351) {AACSB: Communication} {AACSB: Analytic Skills} 5. Formal guidelines and authority hierarchies are examples of which function of communication? a. control b. agreement c. organization d. information e. all of the above (a; Moderate; Control; p. 351) {AACSB: Communication} {AACSB: Analytic Skills} 6. When employees are required to follow their job description or to comply with company policies, communication is performing a(n) ______ function. control motivation emotional expression information feedback (a; Moderate; Control; p. 351) {AACSB: Communication} 7. Which of the following is the most important function of communication in organizations? a. motivation b. control c. information d. none of the above e. All of these factors are important. (e; Moderate; Functions of Communication; p. 352) {AACSB: Communication} {AACSB: Analytic Skills} 8. Clarification to employees about how well they are doing, and what can be done to improve performance, are examples of which function of communication? a. information b. control c. motivation d. emotional expression e. none of the above (c; Moderate; Motivation; p. 352) {AACSB: Communication} {AACSB: Analytic Skills} 9. Which function of communication transmits the data necessary for decision-making? a. emotional expression b. information c. control d. motivation e. all of the above (b; Easy; Information; p. 352) {AACSB: Communication} The Communication Process 10. The means by which a communication is passed is called _____. a. a medium b. a conduit c. a conductor d. a transmission e. Surberism (a; Moderate; Channel; 352) {AACSB: Communication} 11. The medium through which communication travels is called a _____. a. transmission b. message c. media d. channel e. vessel (d; Moderate; Channel; p. 352) {AACSB: Communication} 12. In the communication process, which of the following steps occurs first? a. transmitting b. decoding c. encoding d. understanding e. analysis (c; Moderate; Encoding: pp. 352-353) {AACSB: Communication} {AACSB: Analytic Skills} 13. During communication, the _____ initiates a message by encoding a thought. a. receiver b. channel c. sender d. speaker e. leader (c; Easy; Sender; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} 14. The product of a sender’s encoding is the _____. a. channel b. message c. transmission d. medium e. all of the above (b; Moderate; Message; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} 15. John writes a memo to his employees. Putting his thoughts onto paper is an example of _____. a. encoding b. communicating c. messaging d. channeling e. cryptography (a; Moderate; Encoding; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} 16. The receiver of a communication is most likely to _____ a message. a. explain b. reproduce c. reflect d. translate e. discard (d; Easy; Receiver; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} 17. Formal channels traditionally follow the _____ within an organization. communication chain authority chain influence chain transmission chain social chain (b; Moderate; Formal Channels; p. 353) {AACSB: Communication} 18. A receiver who translates a sender’s message is engaging in the process of _____. a. encoding b. decoding c. transmission d. feedback e. recoding (b; Moderate; Decoding; p. 353) {AACSB: Communication} 19. What step determines whether understanding has been achieved during the communication process? a. decoding b. feedback c. channel d. encoding e. transmission (b; Moderate; Feedback; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} Direction of Communication 20. The communication used by managers to provide job instructions is _____ communication. a. downward b. lateral c. formal d. directional e. diagonal (a; Moderate; Downward Communication; p. 353) {AACSB: Communication} 21. Which of the following is an example of downward communication flow? a. suggestion boxes b. envelope attitude surveys c. feedback on job performance d. identifying with and discussing problems with the boss e. letters to your senator (c; Moderate; Downward Communication; p. 354) {AACSB: Communication} {AACSB: Analytic Skills} 22. All of the following are examples of downward communication flows except _____. managers assigning goals managers informing employees of procedures managers pointing out problems that need attention employees completing attitude surveys managers telling employees to work more quickly (d; Moderate; Downward Communication; p. 354) {AACSB: Communication} {AACSB: 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. downward (d; Moderate; Lateral Communication; p. 355) {AACSB: Communication} 24. When can lateral communications create dysfunctional conflict? when the formal vertical channels are breached when members go above or around their superiors to get things done when bosses find out that actions have been taken without their knowledge all of the above none of the above (d; Challenging; Lateral Communication; p. 355) {AACSB: Communication} Interpersonal Communications 25. Communication messages that are passed through a great many people will most likely suffer from which of the following? disruption distortion lack of non-verbal cues decoding formal communication decay (b; Challenging; Oral Communication; p. 355) {AACSB: Communication} 26. Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of _____. informal communication channels formal communication channels written communication technological communication none of the above (c; Moderate; Written Communication; p. 356) {AACSB: Communication} {AACSB: Analytic Skills} 27. A sender may most likely choose to use written communication because _____. written communications are tangible and verifiable written messages can be retracted easily the messages can only be stored for short periods of time written messages usually take minimal time to prepare written messages often require additional feedback (d; Moderate; Written Communication; p. 356) {AACSB: Communication} {AACSB: Analytic Skills} 28. Which of the following is not a drawback of written messages? They’re time consuming. They are unlikely to be well thought-out. They lack built-in feedback mechanisms. It is difficult for senders to confirm whether they have been received. They may be misinterpreted by their receivers. (b; Moderate; Disadvantages of Written Communication; pp. 356-357) {AACSB: Communication} {AACSB: Analytic Skills} 29. Messages conveyed through body movements and facial expressions are _____. a. body language b. kinesics c. physical characteristics d. connotations e. semantics (a; Easy; Nonverbal Communication; p. 357) {AACSB: Communication} 30. Facial expressions, physical distance, and looking at your watch are all examples of _____. a. kinesics b. nonverbal communication c. informal networks d. verbal communication e. adaptors (b; Moderate; Nonverbal Communication; pp. 357-358) {AACSB: Communication} 31. All of the following are examples of nonverbal communication except _____. a. intonations or emphasis b. instant messaging c. physical distance d. facial expressions e. hand gestures (b; Moderate; Nonverbal Communication; pp. 357-358) {AACSB: Communication} {AACSB: 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. (b; Moderate; Nonverbal Communication; pp. 357-358) {AACSB: Communication} {AACSB: Analytic Skills} Organizational Communication 33. Which of the following types of networks is most likely to promote accuracy? a. chain b. direct c. wheel d. all-channel e. circle (a; Moderate; Chain Network; p. 359) {AACSB: Communication} 34. What small-group network is most effective for facilitating the emergence of a leader? a. chain b. all-channel c. wheel d. direct e. box (c; Moderate; Wheel Network; p. 359) 35. What small-group network best serves to promote high member satisfaction? a. direct b. circle c. wheel d. all-channel e. box (d; Moderate; All-Channel Network; p. 359) {AACSB: Communication} 36. A(n) _____ network of communication would most likely be found in a rigid three-level organization. a. vertical b. direct c. chain d. all-channel e. box (c; Moderate; Chain Network; p. 359) {AACSB: Communication} 37. 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. direct b. all-channel c. vertical d. chain e. horizontal (d; Challenging; Chain Network; p. 359) {AACSB: Communication} 38. When all communication is channeled through one central figure, a _____ communication network exists. a. direct b. chain c. lateral d. wheel e. box (d; Moderate; Wheel Network; p. 359) {AACSB: Communication} 39. In a(n) _____ communication network, any group member can actively communicate with any other member. a. wheel b. all-channel c. interpersonal d. circle e. free (b; Moderate; All-Channel Network; p. 359) {AACSB: Communication} 40. The _____ communication network is best illustrated by self-managed teams. a. wheel b. all-channel c. interpersonal d. circle e. box (b; Moderate; All-Channel Network; p. 359) {AACSB: Communication} 41. An informal communication network is typically called a _____. gossip monger grapevine chain contextual system free acting system (b; Easy; Grapevine; p. 359) {AACSB: Communication} 42. 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 as being more reliable than formal communication. c. It is generally used as an anti-management tool. d. It is usually inaccurate. e. It serves as a formal communication channel. (b; Moderate; Grapevine; p. 359) {AACSB: Communication} {AACSB: Analytic Skills} 43. In one study of the grapevine, it was found that only _____ percent of the executives participated by passing the information on to more than one other person. a. 10 b. 15 c. 20 d. 25 e. 30 (a; Challenging; Grapevine; p. 359) 44. Studies have shown that _____ percent of the information transmitted through the grapevine is accurate. a. 55 b. 65 c. 75 d. 85 e. 100 (c; Moderate; Grapevine; p. 360) 45. Rumors would most likely flourish in situations where there is _____. a. well-communicated change b. ambiguity c. a trivial issue at hand d. assurance by management e. a chain communication style (b; Moderate; Grapevine; p. 360) 46. Which element does not have to be present in order for a rumor to emerge? a. anxiety b. importance c. confidence d. ambiguity e. solid deadlines for decisions (c; Moderate; Grapevine; p. 360) {AACSB: Analytic Skills} 47. With regard to the grapevine, a manager should try to _____. a. ignore it b. destroy it c. limit its range and impact d. use it to your advantage e. all of the above (c; Moderate; Grapevine; p. 360) {AACSB: Analytic Skills} 48. 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. (c; Moderate; Grapevine; p. 360) {AACSB: Communication} {AACSB: Analytic Skills} 49. Electronic communication includes all of the following except _____. a. text messaging b. teleconferencing c. video conferencing d. e-mail e. blogs (b; Easy; Electronic Communication; p. 360) {AACSB: Communication} {AACSB: Analytic Skills} {AACSB: Use of IT} 50. Which of the following is not a benefit of e-mail as a communications tool? E-mail messages can be quickly written, edited, and stored. E-mail messages can be distributed to one person or thousands with a click of a mouse. E-mail messages have less emotional content. E-mail messages can be read at the recipient’s convenience. none of the above (c; Moderate; Benefits of E-mail; pp. 360-361) {AACSB: Communication} {AACSB: Analytic Skills} {AACSB: Use of IT} 51. What form of electronic communications is in “real” time? blogs networking software e-mail text messaging instant messaging (e; Moderate; Instant Messaging; p. 362) {AACSB: Communication} {AACSB: Use of IT} 52. What form of electronic communications uses a portable communication device? blogs networking software e-mail text messaging instant messaging (d; Moderate; Text Messaging; p. 362) {AACSB: Communication} {AACSB: Use of IT} 53. Facebook and MySpace are examples of what? blogs networking software e-mail text messaging instant messaging (b; Moderate; Network Software; p. 362) {AACSB: Use of IT} 54. Which electronic communications tool is updated daily? blogs networking software e-mail text messaging instant messaging (a; Challenging; Web Logs; p. 363-4) {AACSB: Communication} {AACSB: Use of IT} 55. Because cameras and microphones are being attached to individual computers, people are able to ________ without leaving their desks. use network software e-mail text message video conference instant message (d; Moderate; Video Conferencing; p. 364) {AACSB: Communication} {AACSB: Use of IT} 56. What can provide an organization with both a competitive edge and improved organizational performance because it makes its employees smarter? selective perception channel richness networking software web logs knowledge management (e; Moderate; Knowledge Management; p. 364) {AACSB: Communication} Choice of Communication Channel 57. When Neal Patterson, CEO of Lerner Corporation, sent his seething e-mail to 400 managers, he erred by selecting the wrong_____. channel for his message message distribution emotional charge none of the above (a; Easy; Email; p. 367) {AACSB: Communication} 58. Which of the following statements is not true regarding face-to-face communication? a. It has high channel richness. b. It provides for a maximum amount of information to be transmitted. c. It usually results in delayed feedback. d. It offers multiple information cues. e. It is highly personal. (c; Moderate; Face-To-Face Communication; p. 382) {AACSB: Communication} {AACSB: Analytic Skills} Barriers to Effective Communication 59. Which of the following is not a barrier to effective communication? a. filtering b. silence c. selective perception d. language e. All of the above are barriers. (b; Moderate; Barriers to Effective Communication; pp. 368-372) {AACSB: Communication} {AACSB: Analytic Skills} 60. When a person manipulates information so that it will be seen more favorably by the receiver, he is _____. a. using selective perception b. filtering information c. using politically correct communication d. suffering from communication apprehension e. using ineffective communication means (b; Challenging; Filtering; p. 368) {AACSB: Communication} {AACSB: Analytic Skills} 61. Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in _____. a. filtering b. selective perception c. communication apprehension d. emotional block e. selective selection (a; Moderate; Filtering; p. 368) {AACSB: Communication} {AACSB: Analytic Skills} 62. Receivers in communication see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called _____. a. communication apprehension b. filtering c. selective perception d. emotional block e. projection (c; Moderate; Selective Perception; p. 368) {AACSB: Communication} 63. An interviewer who believes female applicants will put family ahead of career is using _____. a. prejudice b. selective perception c. values judgment d. filtering e. projection (b; Challenging; Selective Perception; p. 368) {AACSB: Communication} {AACSB: Analytic Skills} 64. During the communication process, which of the following is most likely to result in lost information? information processing information overload information filtering effective communication the maximal effort effect (b; Moderate; Information Overload; p. 368) {AACSB: Communication} 65. Variables that influence the language a person uses include all of the following except _____. a. age b. incentives c. education d. cultural background e. nationality (b; Moderate; Language; p. 369) {AACSB: Communication} {AACSB: Analytic Skills} 66. Communication _____ is the tension and anxiety about oral communication, written communication, or both. a. obstruction b. apprehension c. breakdown d. block e. frustration (b; Moderate; Communication Apprehension; p. 370) {AACSB: Communication} 67. 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. (a; Moderate; Communication Apprehension; p. 370) {AACSB: Communication} {AACSB: Analytic Skills} 68. Tannen’s research indicates that men use talk to _____, while women use it to _____. a. emphasize status; create connections b. get promotions; problem-solve c. establish blame; gossip d. create networks; emphasize individualism e. establish interdependence; create relationships (a; Moderate; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} Global Implications 69. Which of the following would be least likely to pose a barrier to cross-cultural communications? a. tone differences b. word connotations c. semantics d. political correctness e. differences among perceptions (d; Moderate; Cultural Barriers; p. 372) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} 70. _____ cultures rely heavily on nonverbal and subtle situational cues when communicating with others. a. High-context b. Low-context c. Neutral context d. High-content e. Low-content (a; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} 71. Individuals from which of the following countries would be most likely to rely essentially on words to convey meaning? a. China b. Saudi Arabia c. Vietnam d. Germany e. Greece (d; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} 72. Oral agreements imply strong commitments in _____ cultures. a. low-content b. high-content c. low-context d. high-context e. neutral-context (d; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} 73. Which of the following values is most important to low-context cultures? a. status b. directness c. titles d. trust e. space (b; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} 74. In dealing with cross-cultural communication, a manager might practice putting herself in the place of the employee, a method termed _____. a. evaluation b. empathy c. complicity d. commiseration e. apathy (b; Moderate; Empathy; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} 75. Which of the following is most likely to help reduce misperceptions when communicating with people from a different culture? Assume similarity until differences are proven. Emphasize interpretation rather than evaluation and descriptions. See the other’s point of view. Treat your interpretations as a confirmed hypothesis. Make judgments quickly and decisively. (b; Challenging; Interpretations; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} TRUE/FALSE 76. Reading is a form of communication. (True; Moderate; Communication; p. 351) {AACSB: Communication} 77. No group can exist without communication. (True; Easy; Communication; p. 351) {AACSB: Communication} Functions of Communication 78. Informal communication can be used to control behavior. (True; Moderate; Control; p. 351) {AACSB: Communication} 79. Communication provides a release for the emotional expression of feelings and for the fulfillment of social needs. (True; Moderate; Emotional Expression; p. 352) {AACSB: Communication} 80. Of all the functions served by communication, providing information is the most important. (False; Moderate; Functions of Communication; p. 352) {AACSB: Communication} The Communication Process 81. In the communication process, decoding should precede encoding. (False; Easy; Communication Process p. 353) {AACSB: Communication} 82. The means by which a communication is passed is called the conduit. (False; Moderate; Channel; pp. 352-353) {AACSB: Communication} 83. When two people are talking, the message that they exchange is referred to as noise. (False; Moderate; Message; p. 353) {AACSB: Communication} 84. The encoder is the object to whom a message is directed. (False; Easy; Receiver; p. 353) {AACSB: Communication} 85. The receiver ciphers the communication. (False; Easy; Receiver; p. 353) {AACSB: Communication} 86. Encryption is the process through which a message is converted into symbolic form. (False; Moderate; Decoding; p. 353) {AACSB: Communication} 87. Feedback determines whether a message has been received. (False; Moderate; Feedback; p. 353) {AACSB: Communication} Direction of Communication 88. Communication can flow perpendicularly or vertically. (False; Easy; Direction of Communication; p. 353) {AACSB: Communication} 89. When information is given to a subordinate, this process occurs through formal communication. (False; Challenging; Downward Communication; pp. 353-354) {AACSB: Communication} 90. When feedback is being given to higher-level individuals in an organization, upward communication is taking place. (True; Easy; Upward Communication; p. 354) {AACSB: Communication} 91. Within an organization, the channels available for upward communication are generally very limited. (False; Moderate; Upward Communication; p. 355) {AACSB: Communication} 92. Lateral communications are often created to short-circuit the vertical hierarchy within an organization. (True; Moderate; Lateral Communication; p. 355) {AACSB: Communication} Interpersonal Communication 93. Oral communication is the chief means of conveying messages among group members. (True; Easy; Oral Communication; p. 355) {AACSB: Communication} 94. The advantages of oral communication are precision and feedback. (False; Moderate; Advantages of Oral Communication; p. 355) {AACSB: Communication} 95. Oral communications are more likely than written communications to be logical and clear. (False; Moderate; Advantages of Written Communication; p. 356) {AACSB: Communication} 96. Written communication has a built-in feedback mechanism. (False; Moderate; Disadvantages of Written Communication; pp. 356-357) {AACSB: Communication} 97. Examples of nonverbal communication include messages transmitted by facial expressions and body movements. (True; Moderate; Nonverbal Communication; p. 357) {AACSB: Communication} 98. Body language can convey the relative perceived status between a sender and a receiver. (True; Easy; Nonverbal Communication; p. 357) {AACSB: Communication} 99. Body language tends to make verbal communication less complicated. (False; Easy; Nonverbal Communication; p. 357) {AACSB: Communication} 100. During communication, the acceptable amount of physical space between individuals varies according to cultural norms. (True, Easy, Physical Distance; p. 358) {AACSB: Communication} 101. Facial expressions can indicate something quite different from the verbal message that a sender is communicating. (True; Easy; Nonverbal Communication; p. 358) {AACSB: Communication} Organizational Communication 102. Three common small-group networks are chain, wheel, and global. (False; Moderate; Formal Small-Group Networks; pp. 358-359) 103. The all-channel network uses one figure to act as the conduit for all of the group’s communication. (False; Easy; All-Channel Network; p. 358) {AACSB: Communication} 104. The grapevine is a type of chain communication. (False; Moderate; Grapevine; p. 359) {AACSB: Communication} 105. The grapevine is perceived by most employees as being more believable and reliable than formal communiqués issued by management. (True; Moderate; Grapevine; p. 360) 106. A benefit of e-mail as a communications tool is that it helps keep employees focused on work. (False; Moderate; Benefits of E-mail; pp. 360-361) {AACSB: Communication} {AACSB: Use of IT} 107. Electronic mail is the ideal method for conveying messages that might evoke emotional responses. (False; Moderate; Drawbacks of E-mail; p. 361) {AACSB: Communication} {AACSB: Use of IT} Choice of Communication Channel 108. Managers can communicate non-routine messages most efficiently through channels that are lowest in richness. (False; Moderate; Channel Richness; p. 367) {AACSB: Communication} 109. Technology-based communication like electronic mail is the least rich form of written communication. (False; Moderate; Channel Richness; p. 367) {AACSB: Communication} {AACSB: Use of IT} Barriers to Effective Communication 110. Filtering, selective perception, defensiveness, and silence are all barriers to effective communication. (False; Moderate; Barriers to Effective Communication; pp. 368-372) {AACSB: Communication} 111. Filtering is most likely to occur in organizations in which there are many vertical levels. (True; Challenging; Filtering; p. 368) {AACSB: Communication} 112. Selective perception refers to manipulating information so that it will be seen more favorably by the receiver. (False; Moderate; Selective Perception; p. 368) {AACSB: Communication} 113. Individuals have an infinite capacity for processing data. (False; Easy; Information Overload; p. 368) {AACSB: Communication} 114. When the information we have to work with exceeds our processing capacity, the result is selective perception. (False; Moderate; Information Overload; p. 368) {AACSB: Communication} 115. A receiver who is experiencing depression may interpret a message differently than a receiver who is in a positive mood. (True; Easy; Emotions; p. 369) {AACSB: Communication} 116. It is estimated that 5 to 20 percent of the population suffers from debilitating communication apprehension. (True; Challenging; Communication Apprehension; p. 370) {AACSB: Communication} 117. People who suffer from communication apprehension experience undue tension and anxiety only in oral communication. (False; Challenging; Communication Apprehension; p. 370) {AACSB: Communication} 118. Gender differences between men and women are accepted as rarely creating oral communication barriers. (False; Easy; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Multicultural and Diversity} 119. Women typically use talk to gossip, whereas men use it to create individualism. (False; Moderate; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Multicultural and Diversity} 120. Women tend to view telling a problem as a means to promote closeness. (True; Moderate; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Multicultural and Diversity} 121. When we eliminate words because they’re politically incorrect, we reduce our options for conveying messages in the clearest and most accurate form. (True; Easy; Politically Correct Communication; p. 372) {AACSB: Communication} Global Implications 122. Cross-cultural communications may have a barrier caused by tone differences. (True; Moderate; Cultural Barriers; p. 372) {AACSB: Communication} {AACSB: Multicultural and Diversity} 123. Individuals in high-content cultures rely heavily on nonverbal and subtle situational cues to convey meaning. (False; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} 124. In high-context cultures, enforceable contracts tend to be in writing and precisely worded. (False; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} SCENARIO-BASED QUESTIONS Application of the Communication Process Mary telephones her employee, Joe, to let him know that today’s meeting has been moved to one o’clock. 125. In the communication process, Mary is ________. the sender the receiver the message the channel the encoder (a; Easy; Sender; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} 126. The telephone is the ________. sender receiver medium message decoder (c; Easy; Channel; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} 127. 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 of ________. encoding decoding noise feedback channel (d; Moderate; Feedback; p. 353) {AACSB: Communication} {AACSB: Analytic Skills} Application of Organizational Communication 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. 128. 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. chain b. wheel c. grapevine d. informal e. all-channel (b; Moderate; Wheel Network; p. 359) {AACSB: Communication} {AACSB: Analytic Skills} 129. Harriet has been charged with the task of evaluating two employees for possible promotions. She is interested in learning which employee has the most effective leadership skills. One of the employees is assigned to Team B, and the other is assigned to Team C. Which network structure should Harriet choose for these teams if she wishes to place the two employees in clear leadership positions on the teams? a. wheel b. chain c. concentric d. all-channel e. diverse (a; Moderate; Wheel Network; p. 359) {AACSB: Communication} {AACSB: Analytic Skills} 130. After establishing Team D in a wheel network structure, Harriet receives negative feedback from members of the team. Many team members express frustration about working in the group, and most dislike the interpersonal style of the team leader. Which of the following strategies would most likely help to improve the team members’ morale? a. Leaving the team as a wheel network and encouraging team members to share the leadership responsibility. b. Restructuring the group as a chain network and replacing the leader with another group member. c. Leaving the team leader in place and restructuring the group as a chain network. d. Transferring the team leader to another group and restructuring the group as an all-channel network. e. Leaving the team as a wheel network and replacing the team leader with another group member. (d; Challenging; All-Channel Network; p. 359) {AACSB: Communication} {AACSB: Analytic Skills} Application of Barriers to Effective Communication Zeus Industries sells satellite television systems. In the past, the company has been highly successful, and the senior management has created special perks and lavish offices for themselves. Other employees do not have access to these perks, and their facilities are non-descript. Recently, the company invested heavily in one of the many new technologies available. Employees tell senior management that this investment was the right choice, but sales keep decreasing. Some sales employees have also given incorrect information to suppliers, even though the company has held numerous intensive training sessions to keep sales personnel apprised of changes in the industry. The company has also received low customer service ratings from recent consumer surveys. These surveys indicate that customers are frustrated with the specialized technical knowledge necessary to operate their satellite systems. 131. Which of the following best characterizes the communication problem occurring between employees and senior management? a. filtering b. sabotage c. communication apprehension d. overload e. selective perception (a; Moderate; Filtering; p. 368) {AACSB: Communication} {AACSB: Analytic Skills} 132. The mistakes committed by the sales staff suggest that sales personnel are probably experiencing which of the following as a result of their intensive training? a. filtering b. lack of feedback c. information overload d. defensiveness e. selective perception (c; Moderate; Information Overload; p. 368) {AACSB: Communication} {AACSB: Analytic Skills} Application of Gender Differences in Communication You sit in on a meeting between two of your managers. The following conversation occurs: Mary: “I have been thinking all day about which one of the employees should be promoted to manager. Ralph, I’d like to get your opinion about the three possible candidates.” Ralph: “Hire Jackson.” Mary: “Well . . . I’d really like to discuss this so that we can both be comfortable with the decision.” Ralph: “You asked for my opinion. I said that we should hire Jackson. We really need to get a move on this, Mary. Can’t you just make a decision?” Mary: “I’m sorry—maybe we can talk later.” Ralph: “You’re sorry? Are you having trouble handling the pressure?” 133. What of the following best reflects Mary’s motives in this conversation? Mary is attempting to stall the hiring decision. Mary wishes to make a connection with Ralph before making her decision. Mary is using the dialogue to solicit grapevine information. Mary is attempting to avoid hiring Jackson. Mary is being assertive. (b; Challenging; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Analytic Skills} {AACSB: Multicultural and Diversity} Application of Cultural Context Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the world. She needs to convey information to new employees that will help them understand the importance of communicating across cultures. 134. Brenda explains to new employees that _____ cultures, like China and Vietnam, rely heavily on nonverbal cues. a. low-content b. high-content c. neutral-content d. low-context e. high-context (e; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} 135. Brenda should advise new employees to do which of the following when dealing with others from different cultures? a. Remember that individuals are similar in many ways. b. Avoid interpreting another’s actions until you know the full story. c. Act decisively and quickly to demonstrate your power. d. Minimize opportunities for feedback. e. Do your best to avoid conflict. (b; Moderate; Interpretations; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} SHORT DISCUSSION QUESTIONS 136. What are the four functions of communication? Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information. Communication acts to control member behavior in several ways. Communication fosters motivation by clarifying to employees what is to be done, how well they are doing, and what can be done to improve performance if it’s sub par. For many employees, their work group is a primary source for social interaction. Finally, communication facilitates decision making by providing information. (Moderate; Functions of Communication; p. 351) {AACSB: Communication} {AACSB: Analytic Skills} 137. What are the steps in the communication process model? 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. (Moderate; Communication Process; pp. 352-353) {AACSB: Communication} {AACSB: Analytic Skills} 138. Identify and describe the different types of communication flows. Communication can flow vertically or laterally. The vertical dimension can be further divided into downward and upward directions. (Easy; Direction of Communication; pp. 353-355) {AACSB: Communication} {AACSB: Analytic Skills} 139. Explain the concept of nonverbal communication. Nonverbal communication includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. (Easy; Nonverbal Communication; pp. 357-358) {AACSB: Communication} {AACSB: Analytic Skills} 140. What is the grapevine? The informal communication system is the grapevine. 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. (Easy; Grapevine; p. 359) {AACSB: Communication} {AACSB: Analytic Skills} 141. What is channel richness? Channels differ in their capacity to convey information. Some are rich in that they have the ability to handle multiple cues simultaneously, facilitate rapid feedback, and be very personal. Face-to-face conversation scores highest in terms of channel richness. (Easy; Channel Richness; p. 367) {AACSB: Communication} {AACSB: Analytic Skills} 142. What is communication apprehension? Communication apprehension is a major barrier to effective communication. People who suffer from communication apprehension experience undue tension and anxiety in oral communication, written communication, or both. (Easy; Communication Apprehension; p. 370) {AACSB: Communication} {AACSB: Analytic Skills} 143. How can gender create oral communication barriers? Men use talk to emphasize status, while women use it to create connection. Women speak and hear a language of connection and intimacy; men speak and hear a language of status, power, and independence. So, for many men, conversations are primarily a means to preserve independence and maintain status in a hierarchical social order. For women, conversations are negotiations for closeness in which people try to seek and give confirmation and support. (Eay; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} MEDIUM LENGTH DISCUSSION QUESTIONS 144. What are the three basic methods of interpersonal communication? 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. (Moderate; Interpersonal Communication; pp. 355-358) {AACSB: Communication} {AACSB: Analytic Skills} 145. Discuss the three common small group networks. Evaluate each on their effectiveness. 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 chain is best if accuracy is most important. The wheel relies on a central figure to act as the conduit for all of the group’s communication. It stimulates the communication network you would find on a team with a strong leader. The structure of the wheel facilitates the emergence of a 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 all-channel network is best if you are concerned with having high member satisfaction. No single network will be best for all occasions. (Moderate; Small Group Communication Networks; pp. 358-359) {AACSB: Communication} {AACSB: Analytic Skills} 146. What are the benefits and drawbacks of e-mail? E-mail messages can be quickly written, edited, and stored. They can be distributed to one person or thousands with a click of a mouse. They can be read, in their entirety, at the convenience of the recipient. And the cost of sending formal e-mail messages to employees is a fraction of what it would cost to print, duplicate, and distribute a comparable letter or brochure. Information overload is 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. (Moderate; E-mail; pp. 360-361) {AACSB: Communication} {AACSB: Analytic Skills} {AACSB: Use of IT} 147. List and explain four of the barriers to effective communication. 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. 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. Gender differences can be a barrier to effective communication. Research shows that men tend to use talk to emphasize status, whereas women tend to use it to create connections. Politically correct communication can complicate our vocabulary making it more difficult for people to communicate. (Moderate; Barriers to Effective Communication; pp. 368-372) {AACSB: Communication} {AACSB: Analytic Skills} 148. Discuss four ways to reduce misinterpretations when communicating with people from a different culture. The following four rules can be helpful when communicating with people from different cultures. 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. 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. Practice empathy. Before sending a message, put yourself in the recipient’s shoes. 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. (Moderate; Cultural Guide; p. 374) {AACSB: Communication} {AACSB: Multicultural and Diversity} {AACSB: Analytic Skills} COMPREHENSIVE ESSAYS 149. Describe the communication process. Include the communication process model and explain the eight parts of this model. Before communication can take place, a purpose, expressed as a message to be conveyed, is needed. It passes between a 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 transfer of meaning from one person to another. The key parts of the communication process are the sender, encoding, the message, the channel, decoding, the receiver, noise, 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. Noise represents communication barriers that distort the clarity of the message. The final link is a feedback loop. (Moderate; Communication Process; pp. 352-353) {AACSB: Communication} {AACSB: Analytic Skills} 150. Contrast the advantages and disadvantages of oral versus written communication. 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. The latter point is also relevant in oral communiqués, except it’s easy in such cases merely to ask the receiver to summarize what you’ve said. An accurate summary presents feedback evidence that the message has been received and understood. (Challenging; Oral Communication and Written Communication; pp. 355-357) {AACSB: Communication} {AACSB: Analytic Skills} 151. Describe and discuss specific problems related to cross-cultural communication. Include cultural barriers and cultural context. There are four specific problems related to language difficulties in cross-cultural communications. They include: barriers caused by semantics; barriers caused by word connotations; barriers caused by tone differences; and 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. (Moderate; Cultural Barriers and Cultural Context; pp. 374-375) {AACSB: Communication} {AACSB: Analytic Skills} {AACSB: Multicultural and Diversity} 237