Chapter 11 Communication

Chapter 11 Communication 1) Which of the following statements is true with regard to communication? A) Communication cannot be used to motivate and control employees in an organization. B) Communication involves the transfer and understanding of meaning. C) Communication involves the mere imparting of meaning to another person or group. D) Perfect communication is not dependent on a channel and its richness. E) Perfect communication results in dissimilar mental models. Answer: B Explanation: B) Communication must include both the transfer and the understanding of meaning. Perfect communication, if it existed, would occur when a thought or idea was transmitted so the receiver perceived exactly the same mental picture as the sender. Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information. 2) Norah Baines has been one of the most devoted teachers at Oakwood Academy. She has been working with the institution for seven years and is expecting a promotion soon. However, Norah's candidacy for this promotion is passed over in favor of another less experienced male employee as Norah plans to start a family soon. Consequently, Norah writes a formal letter voicing her concerns. Norah's letter fulfills the ________ function of communication. A) motivation B) accommodation C) facilitation D) control E) informal Answer: D Explanation: D) 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. Organizations have authority hierarchies and formal guidelines employees are required to follow. When employees must communicate any job-related grievance to their immediate boss, follow their job description, or comply with company policies, communication is performing a control function. 3) The emotional expression function of communication involves ________. A) managers motivating employees by setting specific goals B) management communicating company policies to employees C) managers training employees in decision-making strategies D) members of the organization following their job descriptions E) members of the organization showing their satisfaction and frustrations Answer: E 4) Synergy Inc. has recently assigned some of its best employees to form a cross-functional team and complete a project from a new client. Many of the employees on this team are apprehensive about the structure and dynamics of how they will function as a group and accomplish this goal. To energize the employees, their immediate manager is holding a meeting with them next week where he will provide them some additional training in strategies and methods that may work well for the team. The manager's initiative to hold this meeting fulfills the ________ function of communication. A) filtering B) information C) emotional expression D) control E) informal Answer: B Explanation: B) Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information. The final function of communication is to facilitate decision making. Communication provides the information individuals and groups need to make decisions by transmitting the data needed to identify and evaluate choices. 5) Before communication can take place a ________ is required. A) filter B) channel C) receiver D) purpose E) decoder Answer: D Explanation: D) Before communication can take place it needs a purpose, a message to be conveyed between a sender and a receiver. The key parts of the communication process are (1) the sender, (2) encoding, (3) the message, (4) the channel, (5) decoding, (6) the receiver, (7) noise, and (8) feedback. 6) In a communication process, the ________ initiates a message by encoding a thought. A) receiver B) decoder C) transmitter D) sender E) receptor Answer: D Explanation: D) In a communication process, the sender initiates a message by encoding a thought. 7) The ________ is the actual physical product of the sender's encoding. A) channel B) filter C) message D) noise E) medium Answer: C Explanation: C) The message is the actual physical product of the sender's encoding. 8) With reference to the communication process, the ________ is the medium through which the message travels. A) feedback B) noise C) encoder D) channel E) decoder Answer: D Explanation: D) The channel is the medium through which the message travels. 9) With reference to the communication process, the ________ is the one to whom the message is directed, who must first translate the symbols into understandable form. A) creator B) receiver C) encoder D) sender E) transmitter Answer: B Explanation: B) The receiver is the person(s) to whom the message is directed, who must first translate the symbols into understandable form. 10) Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who is the first sender in this scenario? A) Joe B) Stacey C) Jennifer D) Ann E) Hilda Answer: D Explanation: D) The sender initiates a message by encoding a thought. Here, Ann initiates the communication by calling her sister to ask a question and this makes her the first sender. 11) Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who represents the noise in the communication process depicted in the scenario? A) Hilda B) Joe C) Jennifer D) Ann E) Stacey Answer: C Explanation: C) Noise represents communication barriers that distort the clarity of the message, such as perceptual problems, information overload, semantic difficulties, or cultural differences. Jennifer's crying is the noise in this scenario. 12) Formal information channels are characterized by ________. A) the transmission of spontaneous messages B) the emergence in response to individual choices C) the absence of noise in the communication cycle D) the personal and social nature of usage E) the compliance with the organizational authority chain Answer: E Explanation: E) Formal channels are established by the organization and transmit messages related to the professional activities of members. They traditionally follow the authority chain within the organization. Other forms of messages, such as personal or social, follow informal channels, which are spontaneous and emerge as a response to individual choices. 13) Which of the following statements is true regarding an informal communication channel? A) It traditionally follows the authority chain within the organization. B) It generally transmits messages related to the professional activities of members. C) It is established by the organization. D) It is generally used for communicating personal or social messages. E) Information regarding change in the policies of the organization is transmitted through it. Answer: D 14) When the receiver of a communication translates the message, it is known as ________. A) encoding B) conveying C) transmitting D) filtering E) decoding Answer: E Explanation: E) The receiver is the person(s) to whom the message is directed, who must first translate the symbols into understandable form. This step is the decoding of the message. 15) In a communication process, ________ is the check on how successful we have been in transferring our messages as originally intended. A) filtering B) signal C) feedback D) encoding E) noise Answer: C Explanation: C) Feedback is the check on how successful we have been in transferring our messages as originally intended. It determines whether understanding has been achieved. 16) Which of the following is the final step in the communication process? A) silence B) feedback loop C) all-channel transmission D) decoding E) encoding Answer: B Explanation: B) Feedback is the check on how successful we have been in transferring our messages as originally intended. It determines whether understanding has been achieved. The final link in the communication process is a feedback loop. 17) Communication that flows from one level of a group or organization to a lower level is called ________. A) intrapersonal communication B) downward communication C) upward communication D) lateral communication E) horizontal communication Answer: B Explanation: B) Communication that flows from one level of a group or organization to a lower level is downward communication. Group leaders and managers use it to assign goals, provide job instructions, explain policies and procedures, point out problems that need attention, and offer feedback about performance. 18) Which of the following is an example of downward communication? A) Harry is reporting the work he has done for the day to his supervisor. B) Ben, an assembly line worker, is communicating some safety concerns he has to his manager. C) Silas has just sent a request for leave to his supervisor and is hoping that it will be accepted. D) John and Jack, the production and the marketing managers, have met to discuss the budget constraints they are facing. E) Ray is holding his monthly meeting with his team in which he informs them of their monthly targets. Answer: E Explanation: E) Communication that flows from one level of a group or organization to a lower level is downward communication. Group leaders and managers use it to assign goals, provide job instructions, explain policies and procedures, point out problems that need attention, and offer feedback about performance. 19) Which of the following is a disadvantage of downward communication? A) communication apprehension B) inferiority complex C) inability to convey feedback D) one-way nature E) fear of authority chain Answer: D Explanation: D) One of the problems in downward communication is its one-way nature; generally, managers inform employees but rarely solicit their advice or opinions. 20) Communication that flows to a higher level in the group or organization is called ________. A) intrapersonal communication B) downward communication C) upward communication D) lateral communication E) horizontal communication Answer: C Explanation: C) Upward communication flows to a higher level in the group or organization. It's used to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems. 21) Which of the following is an example of upward communication? A) Jennifer has just received an outstanding performance rating as a part of the yearly appraisals. B) Sherry is holding a project initiation meeting with her team to familiarize her team with the guidelines and requirements. C) The assembly line workers have conducted a signature campaign asking for the revision of the old pay scales. D) The management has recently given a copy of the new safety policies that the employees must abide by in their daily work. E) The heads of the different departments of Carver Inc. have met to discuss their plans for the coming year. Answer: C Explanation: C) Upward communication flows to a higher level in the group or organization. It's used to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems. The employees are holding this signature campaign to convey their pay-related grievance to the management. 22) Communication that takes place among members of work groups at the same level is known as ________ communication. A) diagonal B) grapevine C) upward D) lateral E) downward Answer: D Explanation: D) When communication takes place among members of the same work group, members of work groups at the same level, managers at the same level, or any other horizontally equivalent workers, it is described as lateral communication. 23) Reuben Williams, the marketing manager for F&B Industries, is frustrated. He feels that the production division repeatedly lets his division down. When the latest marketing strategy announced that a new product will be available in the market by July, the production division was unable to complete the production of the first batch till August. The production manager claims that manpower is short and the targets placed on the production division are unreasonably high. To resolve this deadlock, they will be meeting soon. This meeting is an example of ________ communication. A) lateral B) grapevine C) diagonal D) upward E) downward Answer: A 24) Which of the following is a unique advantage of lateral communication? A) Lateral communication helps in the transmission of ideas and information. B) Lateral communication occurring with management's knowledge and support can be beneficial even if it does not follow the formal vertical structure. C) Lateral communication facilitates emotional expression, enhances motivation, and helps the organization control its employees effectively. D) Lateral communication facilitates coordination at the intradepartmental level. E) Lateral communication works quickly as it does not follow the stages of the communication process. Answer: B Explanation: B) Because strictly adhering to the formal vertical structure for all communications can be inefficient, lateral communication occurring with management's knowledge and support can be beneficial. 25) Gehring Services is a company organized around a strong management which values experience, knowledge, and structure. The company has a detailed framework of rules, procedures, and guidelines in place to help employees respond to problems in an orderly manner. Mails, memos, and notifications are used to communicate between managers, employees, and the management. Despite such provisions to help in structuring and executing work, the company incurs losses for delays and quality issues. One of their key clients had asked for two similar projects to be delivered by the teams headed by Briony and Benedict. While Benedict's team completed the project successfully on time, Briony's team had to implement numerous last minute changes to meet client specifications and she ended up delivering the project over a week late. Which of the following, if true, would explain this delay in Briony's submission? A) Briony's team was comprised of members who generated a lot of positive synergy while working together. B) Briony and Benedict had teams comprising equal members and were allocated company resources in equitable manner. C) The company stipulated that all communication be in the upward or downward mode only to ensure clarity and control. D) Briony had a good track record with clients who trusted her to do a good job. E) The management allowed Briony's team an extension to complete the project. Answer: C 26) Which of the following statements is true regarding oral communication? A) It is tangible and verifiable. B) It can be stored for an indefinite period. C) The sender can quickly obtain feedback from the receiver. D) As compared to written communication, it is more likely to be well thought out, logical, and clear. E) In the case of oral communication, the possibility of distortion of the message decreases. Answer: C 27) Written communication is characterized by ________. A) a high degree of potential distortion B) the speed of transmission and feedback C) the availability of nonverbal cues D) a high degree of tangibility and verifiability E) minimal time required for transmission and feedback Answer: D Explanation: D) Written communication is often tangible and verifiable. Both the sender and receiver have a record of the communication; and the message can be stored for an indefinite period. 28) Genepa Corporation manufactures home appliances and other electronic products. Genepa is planning to introduce a new refrigerator model. The marketing manager at Genepa has developed a marketing plan for this new product and wants to communicate this plan to all the employees in the marketing department. Which of the following is most likely to be the best form of communication for communicating this plan? A) nonverbal communication B) oral communication C) written communication D) grapevine communication E) lateral communication Answer: C 29) Which of the following forms of communication is characterized by the use of only body movements, intonations, facial expressions, and physical distance to communicate? A) written communication B) downward communication C) nonverbal communication D) lateral communication E) upward communication Answer: C Explanation: C) Nonverbal communication deals with body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Downward, upward, and lateral communication may or may not be nonverbal. 30) Which of the following modes of communication does not come under the purview of nonverbal communication? A) physical distance B) personal e-mails C) intonations D) facial expressions E) body movement Answer: B Explanation: B) Nonverbal communication deals with body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. 31) Which of the following statements is true with regard to nonverbal communication? A) Nonverbal communication has a high degree of potential distortion. B) E-mails and memos are examples of nonverbal communication. C) The importance of nonverbal cues is low as they have no fixed meanings. D) Level of interest and the perceived status between a sender and a receiver can be studied through body language. E) Messages received through oral and nonverbal communication cannot be contradictory to each other. Answer: D 32) The ________ network is a type of formal small-group network that rigidly follows the formal and hierarchical levels of command. A) matrix B) chain C) wheel D) all channel E) cross-functional Answer: B Explanation: B) The chain rigidly follows the formal chain of command; this network approximates the communication channels you might find in a rigid three-level organization. 33) Peter is working on a project. He feels that the parameters need to be changed to meet client specifications. First, he must talk to his immediate supervisor, who will then discuss the issue with her department director before any change can be implemented. Peter is most likely to be a part of the ________ type of small-group communication networks. A) star network B) mesh network C) chain network D) all-channel network E) ring network Answer: C Explanation: C) The decision making described in the example follows the formal chain of command; this network approximates the communication channels you might find in a rigid three-level organization. Peter is most likely part of a chain group. 34) The ________ network is a type of formal small-group network that relies on a central figure to act as the conduit for all the group's communication. A) matrix B) chain C) wheel D) all channel E) cross-functional Answer: C Explanation: C) The wheel relies on a central figure to act as the conduit for all the group's communication; it simulates the communication network you would find on a team with a strong leader. 35) Carol Zelner, the manager of a small event management company, is known for her efficiency. She provides the team with clearly defined tasks, guidelines, and directives. Further, she is always available to provide feedback or resolve troubles. Recently, with Carol on leave for about three weeks, the team had a lot of problems. The team members lacked the requisite information on client details, locations, and budgets and had to repeatedly cross-check with each other or the clients. Which of the following, if true, would best explain the problems faced by Carol's team currently? A) Members of Carol's team have a high degree of satisfaction with their role in the team's communication. B) Carol selects employees for her company by evaluating their personality traits to ensure that they fit well into the team-based environment of the company. C) Carol encourages all group members to actively communicate with each other. D) Carol's team primarily consists of individuals from low-context cultures. E) The communication in Carol's team follows the approach represented by a wheel network. Answer: E 36) The ________ network is a type of formal small-group network that permits the entire group to actively communicate with each other. A) matrix B) virtual C) wheel D) chain E) all-channel Answer: E Explanation: E) The all-channel network permits all group members to actively communicate with each other. 37) The all-channel network is practiced most commonly in ________. A) traditional teams B) self-managed teams C) cross-functional teams D) problem-solving groups E) work groups Answer: B Explanation: B) The all-channel network permits all group members to actively communicate with each other; it's 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. 38) Ideally, a chain network should be used when ________. A) high speed of information transfer is desired B) accuracy of information is most important C) the network is expected to facilitate emergence of a leader D) high member satisfaction is desired E) the teams using the chain network are self-managed teams Answer: B Explanation: B) Ideally, a chain network should be used when accuracy of information is most important. 39) The criteria of member satisfaction is best met by the ________ type of formal small-group network. A) hierarchical B) wheel C) chain D) traditional E) all-channel Answer: E Explanation: E) When the criteria for evaluating the efficacy of small-group networks is member satisfaction, chain and wheel networks have moderate and low efficacy, while an all-channel network provides high efficacy on this criteria. 40) Which of the following represents the informal communication network in an organization? A) feedback loop B) grapevine C) chain network D) all-channel network E) wheel network Answer: B Explanation: B) The informal communication network in a group or organization is called the grapevine. Although the grapevine may be informal, it's still an important source of information. 41) The informal communication network in an organization is ________. A) determined by organization B) based on clear and factual information C) rooted in issues of minimal importance to employees D) characterized by ambiguity E) controlled by the management Answer: D Explanation: D) The informal communication network in a group or organization is called the grapevine. It is not controlled by management. Most employees perceive it as more believable and reliable than formal communiqués issued by top management. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. 42) As a consequence of the information circulated by the grapevine in an organization, employees experience ________. A) increased clarity B) increased power C) increased member satisfaction D) increased certainty E) increased anxiety Answer: E Explanation: E) The informal communication network in a group or organization is called the grapevine. It is not controlled by management. Most employees perceive it as more believable and reliable than formal communiqués issued by top management. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. 43) Which of the following is a desirable strategy for managers aiming to reduce the negative consequences of rumors? A) initiating disciplinary action against the employee who started the rumor B) refusing to comment on issues that appear to be controversial and unfair C) creating a more informal communication environment at the workplace D) encouraging employees to communicate their concerns and suggestions E) ignoring the rumor as rumors grow because of the attention given to them Answer: D 44) Communicating through e-mail provides ________. A) a host of nonverbal cues to understand the message better B) the best means to convey negative information C) a cheaper alternative to the conventional communication through letters D) a secure communication link that nobody else can access E) an option to hold real-time meetings with people in different locations Answer: C Explanation: C) E-mail is not the best way to communicate negative messages. It's time-consuming nature, limited possibility to express emotions, and privacy concerns are other drawbacks. 45) Which of the following is a recommendation to effectively manage e-mail? A) checking e-mail every morning B) declaring e-mail bankruptcy C) checking e-mails continually as they come D) reserving e-mail for communicating negative messages E) merging the use of the company and personal e-mail accounts Answer: B Explanation: B) Experts suggest these strategies for managing e-mail: 1) Don't check e-mail in the morning. Take care of important tasks before getting ensnared in e-mails. 2) Check e-mail in batches. Don't check e-mail continually throughout the day. 3) Unsubscribe to newsletters and other subscriptions you don't need. 4) Stop sending lots of e-mails. 46) Which of following best represents "e-mail bankruptcy"? A) deleting your e-mail ID B) checking your mails only once a month C) allowing somebody else to operate your e-mail account D) creating a new mail ID every month and redirecting all your old e-mails to the new ID E) wiping out your entire inbox and starting over Answer: E Explanation: E) E-mail bankruptcy involves wiping out your entire inbox and starting over. 47) Which of the following types of electronic communications is preferable for one- or two-line messages? A) blogs B) video conferencing C) instant messaging D) grapevine E) e-mails Answer: C Explanation: C) Instant messaging is preferable for one- or two-line messages that would just clutter up an e-mail inbox. 48) Which of following is true regarding instant messaging and text messaging? A) They represent the best means to communicate long messages that must be archived. B) They adversely affect the level of formality required in business communication. C) They represent a secure mode of communication that cannot be intercepted. D) Instant messaging is not dependent on the availability of Internet or computers. E) Text messaging is transmitted primarily via computers. Answer: B 49) Which of following is true regarding social networking? A) Individuals between ten and eighteen years of age are the fastest growing group of users of Facebook. B) Many organizations have developed their own in-house social networking applications. C) The use of social networking sites eliminates cyber loafing at work. D) Social networking sites are primarily for interpersonal communication and have no business-related uses. E) Social networking is a protected activity that cannot be intercepted. Answer: B Explanation: B) In a desire to maintain control over employee use of social networking for professional purposes, many organizations have developed their own in-house social networking applications. 50) E-Way is an electronics company that is developing a new cellphone that will be released in the market soon. Which of the following, if true, would strengthen the argument that the company should use social media to promote the new cellphone? A) E-Way's last two releases received a lot of criticism from consumers. B) One of E-Way's rival companies had used social media successfully to advertise its new product. C) The production team overshot the budget and the marketing team has low funds. D) The target consumers for the cellphone are not restricted to any demographic category. E) The company has a tightly integrated production and distribution mechanism. Answer: C 51) A(n) ________ is a Web site about a single person or company. A) e-mail account B) social networking site C) blog D) instant messaging portal E) file transfer protocol Answer: C Explanation: C) A blog (Web log) is a Web site about a single person or company. 52) ________ is a condition in which information inflow exceeds an individual's processing capacity. A) Information scarcity B) Information richness C) Information architecture D) Information inequity E) Information overload Answer: E Explanation: E) Information overload is a condition in which information inflow exceeds an individual's processing capacity. 53) Which of the following communication channels provides the highest information richness? A) e-mail B) face-to-face conversations C) online group discussions D) voice mail E) memos and letters Answer: B Explanation: B) Rich communication channels can (1) handle multiple cues simultaneously, (2) facilitate rapid feedback, and (3) be very personal. Face-to-face conversation scores highest in channel richness because it transmits the most information per communication episode. 54) Which of the following communication channels provides the lowest information richness? A) online group discussions B) face-to-face conversations C) telephone conversations D) voice mail E) reports and bulletins Answer: E Explanation: E) Rich communication channels can (1) handle multiple cues simultaneously, (2) facilitate rapid feedback, and (3) be very personal. Impersonal written media such as formal reports and bulletins rate lowest in richness. 55) When the middle-level manager of the production department at Wilson Works was laid off, many employees who worked under him became apprehensive about their job security. They were aware of the current trend toward laying-off employees in the economy. The termination of their manager combined with the fact that their division had performed only moderately well in the last two quarters led the employees to believe that they were at a high risk of losing their jobs as well. Which of the following, if true, would weaken the argument that the production manager should hold face-to-face meetings to assure the employees in the production division? A) The employees had serious concerns over job security. B) Rumors had spread about impending lay-offs at Wilson Works. C) The middle level manager supervised over five hundred employees. D) Wilson Works had a strong formal communication network in place. E) The company had no fixed policy with regard to rightsizing employees. Answer: C 56) Treesa Mayering recently began her first job at a PR firm called Pro as a copywriter. Her job involves creating scripts for press releases, advertisements, and other media events. She has been working under the guidance of Will Preston, the senior copywriter. Treesa, who has no prior experience in this job, had worked on scripts for advertisements and online brochures alone, when she was asked to work on a press release for the first time. Will reviewed Treesa's script and sent her an e-mail full of detailed corrections which she promptly implemented. However, when Will looked at the script later, he felt that it did not represent a significant improvement of her first draft. Which of the following, if true, would best explain this outcome? A) The feedback provided by Will was not elaborate and comprehensive enough. B) Treesa took a lot of time to implement Will's corrections and revise her script. C) Treesa was hired because she demonstrated considerable analytical and creative thinking skills in her pre-employment tests. D) Will routinely e-mailed feedback on scripts for advertisements, online brochures, and press releases to his team members. E) Will believed that Treesa's understanding of his e-mailed feedback would be accurate. Answer: A 57) A relatively superficial consideration of evidence and information making use of heuristics is defined as ________. A) serial processing B) depth processing C) parallel processing D) controlled processing E) automatic processing Answer: E Explanation: E) Automatic processing is a relatively superficial consideration of evidence and information making use of heuristics. Automatic processing takes little time and low effort. 58) ________ involves a detailed consideration of evidence and information relying on facts, figures, and logic. A) Controlled processing B) Serial processing C) Parallel processing D) Selective processing E) Automatic processing Answer: A Explanation: A) Controlled processing is a detailed consideration of evidence and information relying on facts, figures, and logic. Controlled processing requires effort and energy. 59) Before buying her new phone, Gina listed the various requirements her new phone must meet. As a wedding planner, much of her work revolved around using e-mail to forward pictures of locations, designs, and food arrangements that she could categorize by themes and prices. She required a phone with high storage capacity, speedy Internet, and easy-to-use methods to organize and save content. After listing these requirements, she fixed a budget and began surveying phones online. She also obtained information from friends. In a week's time, Gina had shortlisted three models that suited her needs and was ready to make the final choice. Gina used ________ to arrive at this decision. A) superficial processing B) heuristical processing C) controlled processing D) selective processing E) automatic processing Answer: C Explanation: C) Controlled processing is a detailed consideration of evidence and information relying on facts, figures, and logic. Controlled processing requires effort and energy but helps an individual make better decisions. This is the type of processing Gina used to select the phone she had to buy. 60) People are likely to use automatic processing when ________. A) their subject knowledge of the issue is high B) their interest level in the issue is high C) their usage of heuristics related to the issue is high D) their need for cognition is high E) their reliance on logics and facts to make a decision is high Answer: C Explanation: C) Automatic processing is a relatively superficial consideration of evidence and information making use of heuristics. Automatic processing takes little time and low effort. Automatic processing is used when interest level, prior knowledge, and need for cognition are low. 61) Controlled processing is a consequence of ________. A) lack of interest in the matter B) lack of time C) high need for cognition D) lack of subject knowledge regarding the matter E) high need for use of heuristics in decision making Answer: C Explanation: C) Need for cognition is a personality trait of individuals who are most likely to be persuaded by evidence and facts. Those who have a high need for cognition are likely to use controlled processing, while those who are lower in need for cognition are more likely to use automatic processing strategies. 62) Which of the following is desirable with regard to persuasive communication? A) increasing the degree of noise in the communication process B) manipulating information so the receiver will see it more favorably C) engaging in selective perception D) processing a lot of information even if it exceeds our capacity E) matching the type of message with the type of audience Answer: E 63) Filtering is a barrier to effective communication that takes place when ________. A) the interpretation of the message is affected by the receiver's emotion B) the information we have to work with exceeds our processing capacity C) a sender purposely manipulates information so the receiver will see it more favorably D) the receivers in the communication process selectively see and hear based on their motivations, experience, and other personal characteristics E) receivers also project their interests and expectations into communications as they decode them Answer: C Explanation: C) Filtering refers to how a sender purposely manipulates information so the receiver will see it more favorably. 64) Jordan is a sales officer who has been underperforming over the last three months. At the last monthly operations cycle meeting, he was given a warning. As the time for the next meeting draws close, Jordan fears his boss reprimanding him. Two days before the meeting, Jordan informs his manager that he has confirmed six deals in the last few days, one of which involves multiple orders for their machines. He, however, skips the detail that these are the only six orders he has been able to obtain in the whole month. Which one of the barriers to effective communication is depicted here? A) silence B) language C) information overload D) grapevine E) filtering Answer: E Explanation: E) Filtering refers to how a sender purposely manipulates information so the receiver will see it more favorably. 65) When receivers of communication process the information based on their needs, motivations, experience, background, and other personal characteristics, they are engaging in ________. A) communication apprehension B) deliberative processing C) selective perception D) controlled processing E) filtering Answer: C Explanation: C) The receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called selective perception. Receivers also project their interests and expectations into communications as they decode them. 66) When attempting to communicate a written message persuasively, it is desirable that ________. A) the receiver has an information overload B) the sender has a high need for cognition C) the sender has used phrases and jargon to clarify the meaning of the message D) the receiver and the sender can view each others' nonverbal cues E) the receiver is in a positive mood Answer: E Explanation: E) One may interpret the same message differently when he/she is angry or distraught than when he/she is happy. People in negative moods are more likely to scrutinize messages in greater detail, whereas those in positive moods tend to accept communications at face value. 67) Which of the following is desirable to eliminate language functioning as a barrier to communication? A) use of phrases and corporate lingo B) use of acronyms and abbreviations C) use of technical language or jargon D) use of uniform language E) use of silence Answer: D Explanation: D) When we're communicating in the same language, words mean different things to different people. Using jargon, phrases, slang, words from corporate lingo are undesirable. As far as possible, we must try to make use of uniform language to minimize communication difficulties. 68) ________ is defined as the absence of information. A) Apprehension B) Selective perception C) Cognition D) Misrepresentation E) Silence Answer: E Explanation: E) Silence is defined as the absence of information. It is a common and problematic barrier to communication. Employee silence means managers lack information about ongoing operational problems. Additionally, silence regarding discrimination, harassment, corruption, and misconduct means top management cannot take action to eliminate this behavior. Finally, employees who are silent about important issues may also experience psychological stress. 69) What can managers do to make sure that important information is not withheld from them through silence? A) engage in selective perception B) listen to and support diverse opinions C) deal with information overload D) hire employees with high emotional intelligence E) tell employees what they want to hear Answer: B Explanation: B) Silence is less likely where minority opinions are treated with respect, work group identification is high, and high procedural justice prevails. Practically, this means managers must make sure they behave in a supportive manner when employees voice divergent opinions. 70) Undue tension and anxiety about oral communication, written communication, or both is called ________. A) information overload B) communication misrepresentation C) selective perception D) communication apprehension E) filtering Answer: D Explanation: D) Undue tension and anxiety about oral communication, written communication, or both is called communication apprehension. People who suffer from this condition may find it extremely difficult to talk with others face-to-face or may become extremely anxious when they have to use the phone, relying on memos or e-mails when a phone call would be faster and more appropriate. 71) Shirley Shands is a hardworker but Debra, her manager, is irritated with her. While Debra concedes that Shirley's work gives her no cause for complaint, Debra is tired of the interruptions in her work because of Shirley asking for repeated clarifications over what exactly she has to say in e-mails or phone calls. She often requests Debra to proofread her e-mails before sending them, and Debra feels she sends too many e-mails instead of just speaking to the person concerned. From the scenario, we can conclude that ________. A) Shirley processes her e-mails in an automatic and superficial manner B) Shirley and Debra come from a high-context culture C) Debra is engaging in social loafing D) Shirley suffers from communication apprehension E) Shirley uses filtering when communicating with Debra Answer: D 72) The time attendance system in the production division at MM, an automobile manufacturing company, was malfunctioning. Consequently, Greg Hill, one of the front-level managers sent it for repair. In the meantime, he placed a register where all workers of the production division had to provide their time of entry and exit from office. At the end of the week, when looking through the time logs, he had certain concerns about a group of employees. In the next week, he personally tracked the time this group of employees spent working and realized that they were reporting a greater number of working hours than they actually worked. This group engaged in a barrier to communication called ________. A) selective perception B) filtering C) silence D) communication apprehension E) lying Answer: E 73) Rhonda May was transferred to London three months back to oversee the opening of a new branch of the retail chain she worked for. Rhonda, who had never been to London, adjusted well with her British colleagues but received quizzical looks from many of her British colleagues every morning in the initial weeks in London. After asking one of her subordinates to explain what caused her colleagues to look at her in that strange way, she discovered the reason. When her British colleagues greeted her saying "how are you today?" every morning, she typically replied saying "I'm good" while Britishers typically say "I'm well" in response to this greeting. This is because "I'm good" can have multiple meanings like "I'm not a bad person" or "I'm suitable" while "I'm well" only gives a sense of mental and physical well-being. Rhonda then realized how subtly cultural barriers can operate. From the information provided in the scenario, this is an example of barriers caused by ________. A) tone differences B) semantics and connotations C) intolerance toward other cultures D) situational and physical cues E) power distance Answer: B 74) Low-context cultures primarily rely on ________ in communicating with others. A) formal titles B) spoken and written words C) situational cues D) status differences E) nonverbal cues Answer: B Explanation: B) In high-context cultures people rely heavily on nonverbal and subtle situational cues in communicating with others, and a person's official status, place in society, and reputation carry considerable weight. What is not said may be more significant than what is said. In contrast, in low-context cultures, people rely essentially on spoken and written words to convey meaning; body language and formal titles are secondary. 75) Communication in high-context cultures is characterized by an emphasis on ________. A) directness B) explicit and precise documentation C) trust D) legalized contracts over oral ones E) direct modes of conflict resolution Answer: C Explanation: C) Communication in high-context cultures implies considerably more trust by both parties. Oral agreements imply strong commitments in high-context cultures. In low-context cultures, enforceable contracts tend to be in writing, precisely worded, and highly legalistic. Similarly, low-context cultures value directness.