Robbins Chapter10

Essentials of Organizational Behavior, 10e (Robbins/Judge) Chapter 10 Communication 1) Communication must include both the ________ and the understanding of meaning. A) transportation B) interpretation C) writing D) transfer E) intention Answer: D Diff: 2 Page Ref: 143 AASCB Tag: Communication Abilities 2) The means by which a communication is passed between a sender and a receiver is called a ________. A) medium B) conduit C) conductor D) transmission E) coder Answer: A Diff: 2 Page Ref: 144 Topic: The Communication Process 3) The receiver of a communication is most likely to ________ a message initiated by the sender. A) explain B) reproduce C) reflect D) decode E) discard Answer: D Diff: 1 Page Ref: 144 Topic: The Communication Process AASCB Tag: Communication Abilities 4) In the communication process, which of the following steps occurs first? A) transmitting B) decoding C) encoding D) understanding E) analysis Answer: C Diff: 2 Page Ref: 144 Topic: The Communication Process

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5) During communication, the ________ initiates a message by encoding a thought. A) receiver B) channel C) sender D) speaker E) leader Answer: C Diff: 1 Page Ref: 144 Topic: The Communication Process 6) During a discussion with Matthew, when Jennifer gestures, this is considered part of the A) medium. B) channel. C) message. D) noise. E) decoding. Answer: C Diff: 1 Page Ref: 144 Topic: The Communication Process 7) The product of a sender's encoding is the ________. A) channel B) message C) transmission D) medium E) feedback Answer: B Diff: 1 Page Ref: 144 Topic: The Communication Process 8) The medium through which communication travels is called a ________. A) transmission B) message C) media D) channel E) vessel Answer: D Diff: 1 Page Ref: 144 Topic: The Communication Process


9) Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. In the communication process, Mary is the A) sender B) receiver C) message D) channel E) encoder Answer: A Diff: 1 Page Ref: 144 Topic: The Communication Process AASCB Tag: Analytic Skills 10) Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. The telephone is the A) sender. B) receiver. C) medium. D) message. E) decoder. Answer: C Diff: 1 Page Ref: 144 Topic: The Communication Process AASCB Tag: Analytic Skills 11) Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one o'clock. 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 A) encoding. B) decoding. C) noise. D) feedback. E) channel. Answer: D Diff: 2 Page Ref: 144 Topic: The Communication Process AASCB Tag: Analytic Skills


12) John writes a memo to his employees. Putting his thoughts onto paper is an example of ________. A) encoding B) noise C) decoding D) channeling E) cryptography Answer: A Diff: 1 Page Ref: 144 Topic: The Communication Process AASCB Tag: Analytic Skills 13) Formal channels of communication traditionally follow the ________ within an organization. A) communication chain B) authority chain C) influence chain D) transmission chain E) social chain Answer: B Diff: 2 Page Ref: 144 Topic: The Communication Process 14) What step determines whether understanding has been achieved during the communication process? A) decoding B) feedback C) channel D) encoding E) transmission Answer: B Diff: 2 Page Ref: 144 Topic: The Communication Process AASCB Tag: Communication Abilities 15) A receiver who translates a sender's message is engaging in the process of ________. A) encoding B) decoding C) transmission D) feedback E) recoding Answer: B Diff: 2 Page Ref: 144 Topic: The Communication Process


16) The final link in the communication process is ________. A) noise B) encoding C) decoding D) feedback E) messaging Answer: D Diff: 1 Page Ref: 144 Topic: The Communication Process 17) The communication used by managers to provide job instructions to employees is ________ communication. A) downward B) lateral C) formal D) directional E) diagonal Answer: A Diff: 1 Page Ref: 144 Topic: Direction of Communication AASCB Tag: Communication Abilities 18) 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 Answer: C Diff: 2 Page Ref: 144-145 Topic: Direction of Communication AASCB Tag: Analytic Skills 19) All of the following are examples of downward communication flows EXCEPT A) managers assigning goals for subordinates B) managers informing employees of procedures C) managers pointing out problems that need attention by employees D) employees completing attitude surveys E) managers telling employees to work more quickly Answer: D Diff: 2 Page Ref: 144-145 Topic: Direction of Communication AASCB Tag: Communication Abilities


20) Suggestion boxes, employee attitude surveys, and grievance procedures are examples of ________. A) organizational structure B) horizontal communication C) managerial communication D) upward communication E) diagonal communication Answer: D Diff: 1 Page Ref: 144-145 Topic: Direction of Communication AASCB Tag: Analytic Skills 21) Which of the following is not an example of upward communication? A) performance reports prepared by lower management for top management review B) informing employees of policies C) suggestion boxes D) grievance procedures E) a letter to your boss Answer: B Diff: 2 Page Ref: 145 Topic: Direction of Communication AASCB Tag: Analytic Skills 22) All of the following are recommendations for engaging in more effective upward communication EXCEPT A) try to reduce distractions B) avoid meandering discussions if you want t get your boss's attention C) prepare an agenda D) try to meet in your boss's office E) support your position with actionable items Answer: D Diff: 2 Page Ref: 145 Topic: Direction of Communication AASCB Tag: 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 Answer: D Diff: 2 Page Ref: 145 Topic: Direction of Communication


24) When can lateral communications create dysfunctional conflict? A) when the formal vertical channels are breached B) when members go above their superiors to get things done C) when bosses find out that actions have been taken without their knowledge D) when members go around their superiors to get things done E) all of the above Answer: E Diff: 3 Page Ref: 145 Topic: Direction of Communication 25) Oral communication messages that are passed through a great many people will most likely suffer from which of the following? A) disruption B) distortion C) lack of non-verbal cues D) decoding E) formal communication decay Answer: B Diff: 3 Page Ref: 146 Topic: Interpersonal Communications 26) Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of ________. A) informal communication channels B) formal communication channels C) written communication D) technological communication E) electronic communication Answer: C Diff: 2 Page Ref: 146 Topic: Interpersonal Communications AASCB Tag: Analytic Skills 27) A sender may most likely choose to use written communication because ________. A) written communications are tangible and verifiable B) written messages can be retracted easily C) the messages can only be stored for short periods of time D) written messages usually take minimal time to prepare E) written messages often require additional feedback Answer: A Diff: 2 Page Ref: 146 Topic: Interpersonal Communications


28) Which of the following is not a drawback of written messages? A) They're time consuming. B) They are unlikely to be well thought-out. C) They lack built-in feedback mechanisms. D) It is difficult for senders to confirm whether they have been received. E) They may be misinterpreted by their receivers. Answer: B Diff: 2 Page Ref: 146 Topic: Interpersonal Communications 29) Messages conveyed through body movements and facial expressions are ________. A) nonverbal communication B) kinesics C) physical characteristics D) connotations E) semantics Answer: A Diff: 1 Page Ref: 147 Topic: Interpersonal Communications 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 Answer: B Diff: 2 Page Ref: 147 Topic: Interpersonal Communications AASCB Tag: Analytic Skills 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 Answer: B Diff: 2 Page Ref: 147 Topic: Interpersonal Communications AASCB Tag: 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. Answer: B Diff: 2 Page Ref: 147 Topic: Interpersonal Communications AASCB Tag: Analytic Skills 33) Why is it easier to understand the real communication that occurred in a meeting by viewing a video rather than reading the meeting minutes? A) Facial expressions convey meaning and can be seen in the video. B) Intonations convey meaning and can be heard in the video. C) The meeting minutes do not contain any record of nonverbal communication. D) The emphasis placed on words or phrases is missing from the meeting minutes. E) All of the above. Answer: E Diff: 2 Page Ref: 148 Topic: Interpersonal Communications AASCB Tag: Reflective Thinking Skills 34) What are the two most important messages that body language conveys? A) the extent to which one is interested in another and the relative perceived status between the send and receiver B) the extent to which one has power and is relaxed C) how quickly and loudly one can speak D) the extent to which facial expressions and intonation are important E) the importance of physical distance and intonation in communication Answer: B Diff: 2 Page Ref: 148 Topic: Interpersonal Communications AASCB Tag: Communication Abilities 35) A(n) ________ network of communication would most likely be found in direct-line authority relations with no deviations. A) vertical B) direct C) chain D) all-channel E) box Answer: C Diff: 1 Page Ref: 148 Topic: Organizational Communication AASCB Tag: Analytic Skills


36) 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 Answer: D Diff: 2 Page Ref: 148 Topic: Organizational Communication AASCB Tag: Analytic Skills 37) When all communication is channeled through one person, a ________ communication network exists. A) direct B) chain C) lateral D) wheel E) box Answer: D Diff: 2 Page Ref: 148 Topic: Organizational Communication 38) The ________ communication network is best illustrated by a self-managed team. A) wheel B) all-channel C) interpersonal D) circle E) box Answer: B Diff: 2 Page Ref: 148 Topic: Organizational Communication AASCB Tag: Analytic Skills 39) In a(n) ________ communication network, any network member can communicate with any other member. A) wheel B) all-channel C) interpersonal D) circle E) free Answer: B Diff: 2 Page Ref: 148 Topic: Organizational Communication


40) The most effective communication network for facilitating the emergence of a leader is ________. A) chain B) all-channel C) wheel D) direct E) box Answer: C Diff: 2 Page Ref: 148 Topic: Organizational Communication AASCB Tag: Analytic Skills 41) 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. 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 Answer: B Diff: 3 Page Ref: Exh 10-3 Topic: Organizational Communication AASCB Tag: Reflective Thinking Skills 42) 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. Team B must promote high member satisfaction to improve employee engagement. Which of the following network structures should Harriet choose for this team? A) chain B) wheel C) grapevine D) informal E) all-channel Answer: E Diff: 3 Page Ref: Exh 10-3 Topic: Organizational Communication AASCB Tag: Reflective Thinking Skills


43) The ________ network best serves to promote high member satisfaction. A) direct B) circle C) wheel D) all-channel E) box Answer: D Diff: 2 Page Ref: 149 Topic: Organizational Communication AASCB Tag: Analytic Skills 44) Which of the following types of networks is most likely to promote accuracy? A) chain B) direct C) wheel D) all-channel E) circle Answer: A Diff: 2 Page Ref: 149 Topic: Organizational Communication 45) An informal communication network is typically called a ________. A) gossip monger B) grapevine C) chain D) contextual system E) free-acting system Answer: B Diff: 1 Page Ref: 149 Topic: Organizational Communication 46) It was found that about ________ percent of individuals hear about matters first through rumors on the grapevine. A) 10 B) 25 C) 50 D) 75 E) 95 Answer: D Diff: 3 Page Ref: 149 Topic: Organizational Communication


47) 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 by employees as being more reliable than formal communication issued by top management. C) It is generally used as an anti-management tool. D) It is usually inaccurate. E) It serves as a formal communication channel. Answer: B Diff: 2 Page Ref: 149 Topic: Organizational Communication 48) Studies have shown that ________ percent of the information transmitted through the grapevine is accurate. A) 55 B) 65 C) 75 D) 85 E) 100 Answer: C Diff: 2 Page Ref: 149 Topic: Organizational Communication 49) The grapevine is valuable for all of the following EXCEPT A) tapping into employee anxieties. B) giving managers a feel for the morale of their organization. C) identifying issues that employees consider important. D) serving employees' needs to create a sense of closeness and friendship. E) replacing the need for formal communication. Answer: E Diff: 2 Page Ref: 149 Topic: Organizational Communication 50) 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 Answer: B Diff: 2 Page Ref: 149-150 Topic: Organizational Communication


51) With regard to the grapevine, a manager should try to ________. A) ignore it B) destroy it C) minimize the negative consequences of rumors by limiting its range and impact D) discipline those those involved in the grapevine rumors E) control the information flow Answer: C Diff: 2 Page Ref: 150 Topic: Organizational Communication 52) 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. Answer: C Diff: 2 Page Ref: Exh 10-5 Topic: Organizational Communication AASCB Tag: Analytic Skills 53) Electronic communication includes all of the following EXCEPT A) text messaging. B) teleconferencing. C) videoconferencing. D) e-mail. E) blogs. Answer: B Diff: 1 Page Ref: 150 Topic: Organizational Communication AASCB Tag: Analytic Skills 54) Electronic communication is the primary medium of communication in today's organizations in ________ percent of cases. A) 15 B) 25 C) 50 D) 70 E) 90 Answer: D Diff: 1 Page Ref: 150 Topic: Organizational Communication AASCB Tag: Analytic Skills


55) All of the following are considered drawbacks of email EXCEPT A) misinterpreting the message. B) communicating negative messages. C) overuse of email. D) privacy concerns. E) poor grammar. Answer: E Diff: 2 Page Ref: 151 Topic: Organizational Communication 56) When Radio Shack laid off 400 employees, they were criticized for the medium they chose to communicate the layoffs. Which medium did they use to communicate? A) videoconference B) corporate website announcement C) email D) intranet E) blogs Answer: C Diff: 2 Page Ref: 151 Topic: Organizational Communication 57) Mary wanted to provide recommendations to her co-workers on using email. Which of the following statement would you recommend she share with her peers to inform them of privacy issues? A) Emails are generally private and seldom monitored. B) It should be assumed that the email recipient will keep the email confidential. C) You should not write anything in an email that you would not want made public. D) Forwarding email from your company account to your personal account can be protected from monitoring if it is marked "private". E) All of the above. Answer: C Diff: 2 Page Ref: 151 Topic: Organizational Communication 58) Real-time e-mail is known as ________. A) intranet B) instant messaging C) extranet D) facebook E) videoconferencing Answer: B Diff: 1 Page Ref: 151 Topic: Organizational Communication


59) Which electronic communication is usually transmitted via a Blackberry versus a computer? A) TM B) IM C) email D) teleconference E) blog Answer: A Diff: 3 Page Ref: 151 Topic: Organizational Communication 60) Many organizations are concerned about the security of IM/TM since A) they are often encoded. B) they can be intercepted so easily. C) they are written in short-hand. D) they are not saved. E) they clutter up in-boxes. Answer: B Diff: 3 Page Ref: 151 Topic: Organizational Communication 61) Email communication is recommended over IM and TM when A) conveying long messages that need to be saved. B) only one-line messages are being sent. C) a fast means is needed to stay in touch anywhere, anytime. D) a "real" time communication is needed. E) records are not needed. Answer: A Diff: 3 Page Ref: 151 Topic: Organizational Communication AASCB Tag: Use of Information Technology 62) Which of the following is NOT true about instant messaging? A) IM is a fast and inexpensive way for managers to stay in touch with employees and for employees to stay in touch with each other. B) IM is going to replace e-mail. C) IM is preferred for sending one- or two-line messages. D) Some IM users find the technology intrusive. E) IM's continual online presence can make it hard for employees to stay focused. Answer: B Diff: 2 Page Ref: 152 Topic: Organizational Communication AASCB Tag: Use of Information Technology


63) MySpace and Facebook are examples of A) TM. B) IM. C) social networking platforms. D) email applications. E) blogs. Answer: C Diff: 3 Page Ref: 152 Topic: Organizational Communication AASCB Tag: Use of Information Technology 64) In gathering information on job candidates, prospective employers might check an applicant's A) email. B) IM's. C) MySpace. D) TM's. E) All of the above. Answer: C Diff: 3 Page Ref: 152 Topic: Organizational Communication AASCB Tag: Use of Information Technology 65) Weblogs are commonly known as A) networking software. B) social networking sites. C) blogs D) IM E) TM Answer: C Diff: 3 Page Ref: 152-153 Topic: Organizational Communication 66) The advice for employees with personal blogs is to A) use your first amendment right. B) maintain a strict work-personal "firewall". C) post personal blog entries at work. D) share information only with those inside your company. E) forgive any blogs casting a negative light on the company. Answer: B Diff: 3 Page Ref: 153 Topic: Organizational Communication AASCB Tag: Use of Information Technology


67) When employees can conduct interactive meetings with live audio and video images, without being physically in the same location, which means of electronic communication are they using? A) intranet B) instant messaging C) extranet D) facebook E) videoconferencing Answer: E Diff: 1 Page Ref: 153 Topic: Organizational Communication AASCB Tag: Use of Information Technology 68) A process of organizing and distributing an organization's collective wisdom so the right information gets to the right people at the right time is known as ________. A) the grapevine B) knowledge management C) organizational communication D) the rumor mill E) effective feedback Answer: B Diff: 2 Page Ref: 153 Topic: Organizational Communication 69) Effective KM begins by A) developing an effective email policy. B) determining what software system to use. C) identifying what knowledge matters to the organization. D) creating a data base. E) determining who needs what information in the organization. Answer: C Diff: 3 Page Ref: 154 Topic: Organizational Communication 70) Effective KM has the potential to provide all of the following benefits to organizations EXCEPT A) provide organizations with a competitive edge. B) provide organizations with improved organizational performance. C) make employees smarter. D) control leaks of vital company information. E) allow employees to participate in video conferences without leaving their desks. Answer: E Diff: 1 Page Ref: 154 Topic: Organizational Communication AASCB Tag: Analytic Skills


71) Which of the following is NOT a reason why KM is increasingly important? A) Intellectual assets are now as important as physical assets. B) As more baby boomers leave the workforce, their knowledge will be lost if there are no attempts to capture it. C) A KM system can reduce redundancy. D) A KM system can make an organization more efficient by cutting time re-training a path already traveled. E) Information can be easily manipulated. Answer: E Diff: 2 Page Ref: 153-154 Topic: Organizational Communication 72) When a person purposely 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 Answer: B Diff: 3 Page Ref: 154 Topic: Barriers to Effective Communication 73) 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 Answer: A Diff: 2 Page Ref: 154 Topic: Barriers to Effective Communication AASCB Tag: Communication Abilities 74) 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 Answer: C Diff: 2 Page Ref: 154 Topic: Barriers to Effective Communication AASCB Tag: Communication Abilities 75) An interviewer may project her own interest in family into communications she decodes from 19 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

others and therefore believes female applicants will put family ahead of career. This interviewer is using ________. A) prejudice B) selective perception C) values judgment D) filtering E) the self-serving bias Answer: B Diff: 3 Page Ref: 154-155 Topic: Barriers to Effective Communication AASCB Tag: Analytic Skills 76) During the communication process, which of the following is most likely to result in lost information and less effective communication? A) information processing B) information overload C) information filtering D) effective communication E) the maximal effort effect Answer: B Diff: 2 Page Ref: 155 Topic: Barriers to Effective Communication AASCB Tag: Communication Abilities 77) Which of the following is not a barrier to effective communication? A) filtering B) silence C) selective perception D) language E) emotions Answer: B Diff: 2 Page Ref: 154-155 Topic: Barriers to Effective Communication AASCB Tag: Communication Abilities 78) Two of the biggest variables that influence the language a person uses and the definitions given to words are A) age and context. B) incentives and gender. C) education and age. D) cultural background and gender. E) nationality and context. Answer: A Diff: 2 Page Ref: 155 Topic: Barriers to Effective Communication AASCB Tag: Communication Abilities 79) Communication ________ is the tension and anxiety about oral, or written communication, or 20 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

both. A) obstruction B) apprehension C) breakdown D) block E) frustration Answer: B Diff: 2 Page Ref: 155-156 Topic: Barriers to Effective Communication AASCB Tag: Communication Abilities 80) 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. Answer: A Diff: 2 Page Ref: 156 Topic: Barriers to Effective Communication AASCB Tag: Analytic Skills 81) Which of the following would be least likely to pose a barrier to cross-cultural communications? A) tone difference B) word connotations C) semantics D) political correctness E) differences among perceptions Answer: D Diff: 3 Page Ref: 157 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 82) 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 Answer: B Diff: 2 Page Ref: 157 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 83) Which of the following is most likely to help reduce misperceptions when communicating with 21 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

people from a different culture? A) Assume similarity until differences are proven. B) Emphasize interpretation rather than evaluation and descriptions. C) See the other's point of view. D) Treat your interpretations as a confirmed hypothesis. E) Make judgments quickly and decisively. Answer: C Diff: 3 Page Ref: 157 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 84) Which of the following statements reflects the relationship between communication and employee satisfaction? A) There is no documented relationship between communication and employee satisfaction. B) The greater the uncertainty in communication, the more positive the impact on employee satisfaction. C) Communication distortions and ambiguities have a negative impact on employee satisfaction. D) The less the uncertainty in communication, the more negative the impact on employee satisfaction. E) The less distortion in communication, the less employee satisfaction. Answer: C Diff: 2 Page Ref: 158 Topic: Implications for Managers AASCB Tag: Communication Abilities 85) Incongruities between verbal and nonverbal communication A) seldom impact satisfaction. B) increase uncertainty and thereby reduce satisfaction. C) increase employee satisfaction. D) decrease uncertainty. E) rarely occur in organizational settings. Answer: B Diff: 2 Page Ref: 158 Topic: Implications for Managers AASCB Tag: Communication Abilities 86) No group can exist without communication. Answer: TRUE Diff: 1 Page Ref: 143 87) Communication must include either the transference or the understanding of meaning. Answer: FALSE Diff: 3 Page Ref: 143


88) Reading is a form of communication. Answer: TRUE Diff: 2 Page Ref: 143 Topic: The Communication Process 89) In the communication process, decoding should precede encoding. Answer: FALSE Diff: 1 Page Ref: 143 Topic: The Communication Process 90) The means by which a communication is passed is called the conduit. Answer: FALSE Diff: 2 Page Ref: 143 Topic: The Communication Process 91) Encryption is the process through which a message is converted into symbolic form. Answer: FALSE Diff: 2 Page Ref: 144 Topic: The Communication Process 92) The encoder is the object to whom a message is directed. Answer: FALSE Diff: 1 Page Ref: 144 Topic: The Communication Process 93) When two people are talking, the message that they exchange is referred to as noise. Answer: FALSE Diff: 2 Page Ref: 144 Topic: The Communication Process 94) Feedback determines whether a message has been received. Answer: FALSE Diff: 2 Page Ref: 144 Topic: The Communication Process 95) The receiver decodes the communication. Answer: TRUE Diff: 1 Page Ref: 144 Topic: The Communication Process 96) Organizational communication can flow laterally or vertically. Answer: TRUE Diff: 1 Page Ref: 144 Topic: The Communication Process


97) When information is given to a subordinate, this process occurs through lateral communication. Answer: FALSE Diff: 1 Page Ref: 144 Topic: The Communication Process 98) When feedback is being given to higher-level individuals in an organization, upward communication is taking place. Answer: TRUE Diff: 1 Page Ref: 145 Topic: The Communication Process 99) Lateral communications are often created to short-circuit the vertical hierarchy within an organization. Answer: TRUE Diff: 2 Page Ref: 145 Topic: The Communication Process AASCB Tag: Communication Abilities 100) Lateral communication can create dysfunctional conflicts. Answer: TRUE Diff: 2 Page Ref: 145 Topic: The Communication Process AASCB Tag: Communication Abilities 101) Oral communication is the chief means of conveying messages among group members. Answer: TRUE Diff: 1 Page Ref: 146 Topic: Interpersonal Communication 102) The advantages of oral communication are precision and feedback. Answer: FALSE Diff: 2 Page Ref: 146 Topic: Interpersonal Communication AASCB Tag: Communication Abilities 103) Oral communications are more likely than written communications to be logical and clear. Answer: FALSE Diff: 2 Page Ref: 146 Topic: Interpersonal Communication 104) Written communication has a built-in feedback mechanism. Answer: FALSE Diff: 2 Page Ref: 146 Topic: Interpersonal Communication AASCB Tag: Communication Abilities


105) Examples of nonverbal communication include messages transmitted by facial expressions and body movements. Answer: TRUE Diff: 2 Page Ref: 146 Topic: Interpersonal Communication AASCB Tag: Communication Abilities 106) Body language can convey the relative perceived status between a sender and a receiver. Answer: TRUE Diff: 1 Page Ref: 147 Topic: Interpersonal Communication AASCB Tag: Communication Abilities 107) Body language tends to make verbal communication less complicated. Answer: FALSE Diff: 1 Page Ref: 147 Topic: Interpersonal Communication 108) Facial expressions can indicate something quite different from the verbal message that a sender is communicating. Answer: TRUE Diff: 1 Page Ref: 147 Topic: Interpersonal Communication AASCB Tag: Communication Abilities 109) During communication, the acceptable amount of physical space between individuals varies according to cultural norms. Answer: TRUE Diff: 1 Page Ref: 147 Topic: Interpersonal Communication AASCB Tag: Multicultural and Diversity Understanding 110) Three common small-group networks are chain, wheel, and global. Answer: FALSE Diff: 2 Page Ref: 148 Topic: Organizational Communication 111) The all-channel network uses one figure to act as the conduit for all of the group's communication. Answer: FALSE Diff: 1 Page Ref: 148 Topic: Organizational Communication 112) The grapevine is a type of chain communication. Answer: FALSE Diff: 2 Page Ref: 149 Topic: Organizational Communication 25 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

113) The grapevine is perceived by most employees as being more believable and reliable than formal communiqu s issued by management. Answer: TRUE Diff: 2 Page Ref: 149 Topic: Organizational Communication 114) Rumors flourish in ambiguous situations. Answer: TRUE Diff: 2 Page Ref: 149 Topic: Organizational Communication AASCB Tag: Analytic Skills 115) Evidence indicates that about 90 percent of the information conveyed through the grapevine is accurate. Answer: FALSE Diff: 2 Page Ref: 149-150 Topic: Organizational Communication 116) The potential for misinterpreting email messages is less than with verbal messages since they are in writing. Answer: FALSE Diff: 2 Page Ref: 150 Topic: Organizational Communication AASCB Tag: Communication Abilities 117) Nearly 40% of companies have employees whose only job is to read other employees' email. Answer: TRUE Diff: 2 Page Ref: 151 Topic: Organizational Communication 118) It is recommended that employees maintain a strict "work-personal firewall" in their personal blogs. Answer: TRUE Diff: 2 Page Ref: 151 Topic: Organizational Communication AASCB Tag: Use of Information Technology 119) IM and TM are expected to replace email. Answer: FALSE Diff: 2 Page Ref: 151-152 Topic: Organizational Communication AASCB Tag: Use of Information Technology


120) Postings to social networks are seldom of interest to potential employers. Answer: FALSE Diff: 2 Page Ref: 152 Topic: Organizational Communication AASCB Tag: Use of Information Technology 121) Electronic mail is the ideal method for conveying messages that might evoke emotional responses. Answer: FALSE Diff: 2 Page Ref: 152 Topic: Organizational Communication AASCB Tag: Use of Information Technology 122) Many people say things in e-mails that they would never say to someone face-to-face. Answer: TRUE Diff: 2 Page Ref: 152 Topic: Organizational Communication 123) Without travel, a meeting with Sarah in Hong Kong, Raul in Columbia, and Marie in Paris is possible with video conferencing. Answer: TRUE Diff: 2 Page Ref: 153 Topic: Organizational Communication AASCB Tag: Use of Information Technology 124) Most business executives are firmly committed to knowledge management. Answer: FALSE Diff: 2 Page Ref: 153 Topic: Organizational Communication 125) The organization culture must support sharing of information for knowledge management to work. Answer: TRUE Diff: 2 Page Ref: 153 Topic: Organizational Communication 126) In KM, more knowledge means better knowledge. Answer: FALSE Diff: 2 Page Ref: 154 Topic: Organizational Communication 127) The Internet surveillance and monitoring practices of organizations seldom invade employees' privacy. Answer: FALSE Diff: 2 Page Ref: 154 Topic: Organizational Communication AASCB Tag: Use of Information Technology 27 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

128) It is safe for senders to assume that their words mean the same to the sender as they do to them. Answer: FALSE Diff: 2 Page Ref: 154 Topic: Barriers to Effective Communication AASCB Tag: Communication Abilities 129) Filtering is most likely to occur in organizations in which there are many vertical levels. Answer: TRUE Diff: 3 Page Ref: 154 Topic: Barriers to Effective Communication 130) Selective perception refers to manipulating information so that it will be seen more favorably by the receiver. Answer: FALSE Diff: 2 Page Ref: 155 Topic: Barriers to Effective Communication 131) Selective perception and information overload are barriers to effective communication. Answer: TRUE Diff: 2 Page Ref: 154-155 Topic: Barriers to Effective Communication 132) When the information we have to work with exceeds our processing capacity, the result is selective perception. Answer: FALSE Diff: 2 Page Ref: 155 Topic: Barriers to Effective Communication 133) Individuals have an infinite capacity for processing data. Answer: FALSE Diff: 1 Page Ref: 155 Topic: Barriers to Effective Communication 134) A receiver who is experiencing depression may interpret a message differently than a receiver who is in a positive mood. Answer: TRUE Diff: 1 Page Ref: 155 Topic: Barriers to Effective Communication 135) It is estimated that 5 to 20 percent of the population suffers from debilitating communication apprehension. Answer: TRUE Diff: 3 Page Ref: 155 Topic: Barriers to Effective Communication


136) People who suffer from communication apprehension experience undue tension and anxiety only in oral communication. Answer: FALSE Diff: 3 Page Ref: 155-156 Topic: Barriers to Effective Communication 137) Cross-cultural communications may experience a barrier to effective communication caused by tone differences. Answer: TRUE Diff: 2 Page Ref: 156 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 138) People who speak different languages actually view the world in different ways. Answer: TRUE Diff: 2 Page Ref: 157 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 139) When communicating with people from a different culture, it is best to assume similarities until differences are proven. Answer: FALSE Diff: 2 Page Ref: 157 Topic: Global Implications AASCB Tag: Multicultural and Diversity Understanding 140) Incongruities between verbal and nonverbal communication is likely to reduce satisfaction. Answer: TRUE Diff: 2 Page Ref: 157 Topic: Implications for Managers AASCB Tag: Communication Abilities 141) Describe the communication process. Explain the parts of this process. Answer: Before communication can take place, a purpose, expressed as a message to be conveyed, is needed. It passes between a source (the 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 transference of meaning from one person to another. 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. Page Ref: 144 Topic: The Communication Process 142) What are the three basic methods of interpersonal communication? 29 Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall

Answer: 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. Page Ref: 146-147 Topic: Interpersonal Communication 143) Contrast the advantages and disadvantages of oral versus written communication. Answer: 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. Page Ref: 146-147 Topic: Interpersonal Communication


144) Explain the concept of nonverbal communication. Answer: Nonverbal communication includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Page Ref: 147 Topic: Interpersonal Communication 145) Discuss the three common small group networks. Evaluate each on their effectiveness. Answer: 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 wheel relies on a central figure to act as the conduit for all the group's communication. It stimulates the communication network you would find on a team with a strong 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 structure of the wheel facilitates the emergence of a leader. The all-channel network is best if you are concerned with having high member satisfaction. The chain is best if accuracy is most important. No single network will be best for all occasions. Page Ref: 148 Topic: Organizational Communication 146) What is the grapevine? Answer: The grapevine is an informal communication system. 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. Page Ref: 149 Topic: Organizational Communication 147) What are the limitations of e-mail? Answer: E-mail can be a distraction from work activities. Information overload is also 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. There is a high potential for misinterpreting email messages. Finally, there are two privacy issues with email. First, employees must be aware that their e-mails may be (and usually are) monitored. Second, you can't always trust that the recipient of your e-mail will keep it confidential. The recommendation is not to write anything that you would not want made public. Page Ref: 150-151 Topic: Organizational Communication


148) List and explain five of the barriers to effective communication. Answer: 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. Emotions serve as a barrier to effective communication. 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. Communication apprehension is a major barrier to effective communication that affects 5 to 20 percent of the population. People who suffer from communication apprehension experience undue tension and anxiety in oral communication, written communication, or both. Page Ref: 154-156 Topic: Barriers to Effective Communication 149) Describe and discuss specific problems related to cross-cultural communication. Answer: There are four specific problems related to language difficulties in cross-cultural communications. First, there are barriers caused by semantics. Second, there are barriers caused by word connotations. Third are barriers caused by tone differences. Fourth, there are 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. Page Ref: 157 Topic: Barriers to Effective Communication 150) Discuss four ways to reduce misinterpretations when communicating with people from a different culture. Answer: The following four rules can be helpful when communicating with people from different cultures. 1. 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. 2. 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. 3. Practice empathy. Before sending a message, put yourself in the recipient's shoes. 4. 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. Page Ref: 157 Topic: Global Implications


Robbins Chapter10

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