Chapter 11 Pre Test

Question 1

communication with an organization in which the direction of communication is from employees up to management

Answer 1

upward communication

Question 2

communication passed consecutively from one person to another

Answer 2

serial communication

Question 3

the idea that people prefer not to pass on unpleasant information, with the result that important information is not always communicated

Answer 3

Minimize Unpleasant Messages (MUM) effect

Question 4

the medium by which a communication is transmitted

Answer 4

communication channel

Question 5

physical distance between people

Answer 5

proximity

Question 6

A form of upward communication in which a survey is conducted to determine employee attitudes about an organization

Answer 6

attitude survey

Question 7

A form of upward communication in which
employees are asked to place
their suggestions in a box

Answer 7

suggestion box

Question 8

A form of upward communication in which
employees are asked to place
their complaints in a box

Answer 8

complaint box

Question 9

A person who acts
as an intermediary between
employees and management, or
the type of employee who both
sends and receives most
grapevine information

Answer 9

liaison

Question 10

A person who investigates employees’ complaints and solves problems.

Answer 10

ombudsperson

Question 11

An employee who serves as a liaison between unionized employees and management

Answer 11

union steward

Question 12

Communication within an
organization in which the
direction of communication
is from management to
employees

Answer 12

downward communication

Question 13

A method of downward communication in which informal or relatively unimportant written information is posted in a public place

Answer 13

bulletin board

Question 14

A formal method of downward communication in which an organization’s rules and procedures are placed in a manual; legally binding by courts of law

Answer 14

policy manual

Question 15

A method of downward communication typically used to communicate organizational feedback and celebrate employee success

Answer 15

newsletters

Question 16

A computer-based employee communication network used exclusively by one organization

Answer 16

intranet

Question 17

The transmission of business-related information among
employees, management, and
customers

Answer 17

business communication

Question 18

Communication among employees in an organization that is not directly related to the completion of an organizational task

Answer 18

informal communication

Question 19

An unofficial, informal communication network

Answer 19

grapevine

Question 20

A pattern of grapevine communication in which a message is passed in a chain-like fashion from one person to the next until the chain is broken

Answer 20

single-strand grapevine

Question 21

A pattern of grapevine communication in which a message is passed to only a select group of individuals

Answer 21

gossip grapevine

Question 22

A pattern of grapevine communication in which a message is passed randomly among all employees

Answer 22

probability grapevine

Question 23

A pattern of grapevine communication in which a message is passed to a select group of people who each in turn pass the message to a
few select others

Answer 23

cluster grapevine

Question 24

An employee who receives less than half of all grapevine information

Answer 24

isolate

Question 25

Employees who receive much grapevine information but who seldom pass it on to others

Answer 25

dead-enders

Question 26

Poorly substantiated information and insignificant
information that is primarily
about individuals

Answer 26

gossip

Question 27

Poorly substantiated
information that is passed along the grapevine

Answer 27

rumor