Quiz 13

Question 1

Channel richness refers to the:

Answer 1

Amount of information that can be transmitted during a communication episode.

Question 2

____ is defined as communication transmitted through actions and behaviors rather than through words.

Answer 2

Nonverbal communication

Question 3

_____ refers to dialogue across boundaries and hierarchical levels about the team or organization’s vision, critical strategic themes, and values that help achieve important goals.

Answer 3

Strategic conversation

Question 4

_____ refers to messages designed to motivate employees to adopt the company’s mission and cultural values and to participate in special ceremonies.

Answer 4

Indoctrination

Question 5

When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals’ personalities. These are all examples of:

Answer 5

Nonverbal communication

Question 6

Which of the following is described by the text as a communication channel that flows within the chain of command or task responsibility defined by the organization?

1) Formal communication
2) Horizontal communication
3) Diagonal communication
4) Upward communication
5) Downward communication

Answer 6

1) Formal communication

Question 7

The term _____ is defined as “an individual’s level of fear or anxiety associated with either real or anticipated communication.”

Answer 7

Communication apprehension

Question 8

Keys to effective listening include all of the following EXCEPT:

1) find areas of interest.
2) listen for ideas.
3) be responsive.
4) have preconceptions.
5) all of these are keys to effective listening.

Answer 8

4) have preconceptions.

Question 9

_____ refers to the amount of information that can be transmitted during a communication episode.

Answer 9

Channel richness

Question 10

Many organizations use suggestion boxes, open door policies, and surveys to facilitate:

Answer 10

Upward communication

Question 11

_____ is necessary for communication to be considered two-way.

Answer 11

Feedback

Question 12

Downward communication is usually used to communicate information about all of the following EXCEPT:

1) procedures.
2) suggestions for improvement.
3) implementation of goals.
4) performance feedback.
5) indoctrination.

Answer 12

2) suggestions for improvement.

Question 13

Which of these is the richest medium for communication?

1) Voice mail
2) Written media
3) Electronic media
4) Face-to-face contact
5) Telephone conversations

Answer 13

4) Face-to-face contact

Question 14

Which communication channel would be most successful to inform managers of impending company-wide layoff?

Answer 14

Face-to-face contact

Question 15

Listening is _____ of effective communication.

Answer 15

75%

Question 16

Upward communication is usually used to communicate information about all of the following EXCEPT:

1) grievance and disputes.
2) indoctrination.
3) suggestions for improvement.
4) performance reports.
5) financial and accounting information.

Answer 16

2) indoctrination.

Question 17

Messages that convey data or statistics or simply put into words what managers already agree on and understand are referred to as:

Answer 17

Routine messages

Question 18

_____ channels are channels that exist outside the formally authorized channels without regard for the organization’s hierarchy of authority.

Answer 18

Personal communication

Question 19

Messages that appraise how well individuals and departments are doing their jobs are called:

Answer 19

Performance feedback

Question 20

Which of the following is(are) part of keys to effective listening?

1) Listen for facts
2) Listen for ideas
3) Be passive, laid back
4) Have preconceptions
5) All of these

Answer 20

2) Listen for ideas

Question 21

Characteristics of a good listener are someone who:

Answer 21

Asks questions, summarizes, and listens to central themes.

Question 22

_____ does not focus on a single receiver, uses limited information cues, and does not permit feedback.

Answer 22

Bulletins

Question 23

What percent of the details passed through a grapevine is accurate?

Answer 23

70-90%

Question 24

Which of the following comprises the lowest channel richness?

1) Face-to-face talk
2) Memos
3) Bulletins
4) Telephone
5) Electronic mail

Answer 24

3) Bulletins

Question 25

What percentage of a manager’s time is spent in direct communication?

Answer 25

80%

Question 26

Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news?

Answer 26

Face-to-face

Question 27

Good listeners exhibit all of the following characteristics EXCEPT:

1) asking questions.
2) having preconceptions.
3) tolerates bad habits.
4) judges content, not delivery errors.
5) all of these.

Answer 27

2) having preconceptions.

Question 28

According to the text, all of the following are ways managers can improve their writing skills EXCEPT:

1) getting a second opinion.
2) respecting the reader.
3) knowing your point and get to it.
4) writing clearly rather than impressively.
5) writing lengthy explanations.

Answer 28

5) writing lengthy explanations.

Question 29

Which of these is used for solving intradepartmental problems, interdepartmental coordination, and change initiatives and improvements?

1) Horizontal communication
2) Downward communication
3) Vertical communication
4) Upward communication
5) Informal communication

Answer 29

1) Horizontal communication

Question 30

Communication is defined by the text as the process by which information is:

Answer 30

Exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.

Question 31

The skills of _____ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message.

Answer 31

Listening

Question 32

Which of the following is the best advice for written communication that is highly important?

1) Use technology channels to distribute the message
2) Use jargon
3) Get a second opinion
4) Keep it long
5) Use pretentious language

Answer 32

3) Get a second opinion

Question 33

An example of non-verbal communication is all of these except:

1) voice.
2) posture.
3) body language
4) written memo.
5) facial expression.

Answer 33

4) written memo.

Question 34

Most executives now believe that important information flows from the:

Answer 34

Bottom up

Question 35

The capacity of an information channel is influenced by all of these except:

1) both the ability to establish a personal focus and the ability to facilitate rapid, two-way feedback.
2) the ability to facilitate rapid, two-way feedback.
3) the ability to establish a personal focus.
4) the ability to handle multiple cues simultaneously.
5) the ability to minimize costs.

Answer 35

5) the ability to minimize costs.

Question 36

Non-verbal communication has the biggest impact when using _____.

Answer 36

Face-to-face communication

Question 37

The four primary skills for communicating in a crisis include all of the following EXCEPT:

1) staying calm.
2) being visible.
3) getting the awful truth out.
4) communicating a vision for the future.
5) all of these are skills for communicating in a crisis.

Answer 37

5) all of these are skills for communicating in a crisis.

Question 38

Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the company’s goals for the coming year. This is an example of what type of organizational communication?

Answer 38

Downward communication

Question 39

Information distortion or loss of message content is a major problem with:

Answer 39

Downward communication

Question 40

To be effective communicators, managers should:

Answer 40

Encourage the use of multiple channels of communication.