管理学习题

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Management, 11e (Robbins/Coulter)

Chapter 15 Managers and Communication

1) If a manager clearly and articulately verbalizes instructions to a subordinate, communication is said to have taken place. Answer: FALSE Page Ref: 404-405

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

2) Communication does not only serve to inform; it can also act to control behavior. Answer: TRUE Page Ref: 405

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

3) Formal communication can control behavior, but informal communication cannot. Answer: FALSE Page Ref: 405

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

4) The communication process is susceptible to noise. Answer: TRUE Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

5) A sender initiates a message by encoding a thought. Answer: TRUE Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

6) In communication, the process of decoding is performed by the receiver. Answer: TRUE Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

7) Illegible print is an example of noise. Answer: TRUE Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

8) Intonation refers to gestures, facial expressions, and other body movements that convey meaning.

Answer: FALSE Page Ref: 407

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

9) Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning.

Answer: TRUE Page Ref: 407

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

10) E-mail increases filtering because electronic communication is faster. Answer: FALSE Page Ref: 409

Topic: Organizational Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

11) Filtering takes place when information exceeds the receiver's processing capacity. Answer: FALSE Page Ref: 409

Topic: Organizational Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

12) Active listeners avoid asking questions and making eye contact so that they don't distract the speaker.

Answer: FALSE Page Ref: 411

AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

13) Informal communication is organizational communication not defined by the organization's structural hierarchy. Answer: TRUE Page Ref: 412

AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

14) Downward communication is communication that flows from a manager to employees. Answer: TRUE Page Ref: 412

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

15) Upward communication is used to inform, direct, coordinate, and evaluate employees. Answer: FALSE Page Ref: 412

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

16) Communication that takes place among employees on the same organizational level is called lateral communication. Answer: TRUE Page Ref: 413

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

17) In the wheel network, the leader serves as the hub through which all communication passes. Answer: TRUE Page Ref: 414

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

18) The informal organizational communication network is known as the grapevine. Answer: TRUE Page Ref: 414

Topic: Information Technology and Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

19) IT has significantly improved a manager's ability to monitor individual and team performance. Answer: TRUE Page Ref: 416

Topic: Communication Issues in Today's Organizations AACSB: Use of IT Objective: 5 Difficulty: Easy

Classification: Conceptual

20) All electronic information is inadmissible in court. Answer: FALSE Page Ref: 418

Topic: Communication Issues in Today's Organizations AACSB: Communication Skills Objective: 6 Difficulty: Easy

Classification: Conceptual

21) In which of the following cases has communication occurred? A) Gary updates his blog regularly, even though no one reads it.

B) Brian attends all the Algebra lectures, but is unable to understand the subject.

C) Jen has sent an urgent e-mail to her Japanese colleague, but a translator is not yet available. D) Ana tells her manager that she needs a new computer, but he says that the company can't afford it.

Answer: D Page Ref: 405

AACSB: Analytic Skills Objective: 1

Difficulty: Moderate

Classification: Application

22) Good communication occurs only when the recipient ________. A) agrees with the sender's message B) does what the speaker asks

C) understands the speaker's meaning D) makes eye contact with the speaker Answer: C Page Ref: 405

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

23) For communication to be successful, meaning must be imparted and ________. A) received by the other person B) force action from the receiver C) feedback must be established D) understood by the receiver Answer: D Page Ref: 405

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

24) ________ consists of all the patterns, networks, and systems of communication within an organization. A) The grapevine

B) Interpersonal communication C) Organizational communication D) Formal communication Answer: C Page Ref: 405

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

25) Alec is hired as a senior analyst at Tech Research Institute and is assigned to a project with four other researchers. He soon realizes that two of his team mates do not see eye-to-eye on many issues. Far from being solved, the situation escalates over the next couple of months. This bothers Alec a great deal because he is expected to coordinate his work with them. He decides to speak to his manager about the problem and seek his advise. In this example, communication is being used ________. A) informally B) to control C) to motivate D) to inform Answer: B Page Ref: 405

AACSB: Analytic Skills Objective: 1

Difficulty: Moderate

Classification: Application

26) When a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ________. A) control B) motivate

C) provide a release for emotional expression D) persuade Answer: A Page Ref: 405

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

27) In which of the following cases is communication used to control employee behavior? A) Sandy tells Mitch that she's happy with the progress he's making.

B) Glenn lets Ann know that the deadline for her project has been postponed. C) Jan informs Sara that she must follow the dress code at work. D) Chris gives Jason tips on how to improve his performance. Answer: C Page Ref: 405

Topic: The Nature and Function of Communication AACSB: Analytic Skills Objective: 1 Difficulty: Easy

Classification: Application

28) George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in ________.

A) deciphering the message

B) organizational communication C) lateral communication D) decoding the message Answer: B Page Ref: 405

Topic: Organizational Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Application

29) Pat manages the customer care department of her firm. She is very happy with her team of 15 customer care executives who've all been consistently performing well. Customer feedback was impressive and Pat is planning to give them good bonuses this time around. As a manager, Pat believes it is important to let your subordinates know when you are happy with their work. She does so, and also calls a meeting to discuss what they can do to improve further. Pat is using communication for ________. A) decision-making B) negotiation C) motivation

D) expressing emotion Answer: C

Page Ref: 405-406

Topic: The Nature and Function of Communication AACSB: Analytic Skills Objective: 1 Difficulty: Easy

Classification: Application

30) During the communication process, the message is converted to a symbolic form. This process is called ________. A) decoding B) encoding C) deciphering D) expanding Answer: B Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

31) Disturbances that interfere with the transmission, receipt, or feedback of a message are called ________. A) screens B) filters C) echoes D) noise Answer: D Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

32) The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________. A) decoding B) encoding C) reinstating D) expanding Answer: A Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

33) The final link in the communication process is ________. A) encoding B) decoding C) receiving D) feedback Answer: D Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

34) Which of the following is true for the communication process? A) The decoding process takes place within the channel. B) Noise cannot affect the encoding of the message.

C) Encoding takes place before the message reaches the medium. D) The sender decodes the message and then transmits it. Answer: C Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

35) Adam has to tell the members of his department that the office timings have changed from flexible timings to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new timing policy. The next day, Adam realizes that most people still do not have a clear idea about the change, as a result of the confusion at the meeting. Which of the following explains why the message was not understood? A) The sender did not decode the message appropriately. B) The recipients did not encode the message correctly.

C) The noise in the process interfered with the transmission of the message. D) The channel was not appropriate for the delivery of this message. Answer: C Page Ref: 406

AACSB: Analytic Skills Objective: 2

Difficulty: Moderate

Classification: Application

36) Complexity capacity refers to the degree to which the communication method ________. A) offers a reasonable assurance of confidentiality B) makes a simple message seem more complex C) effectively processes complicated messages D) offers quick and accurate feedback Answer: C Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

37) Which of the following describes the number of different messages that can be transmitted using a particular method of communication? A) complexity capacity B) breadth potential C) scanability D) encoding ease Answer: B Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

38) Which of the following is an example of noise? A) sending unsolicited sales messages to prospects

B) adding your contact information at the end of an e-mail message

C) leaving a message on the answering machine when you cannot reach someone D) thinking about the party you attended last night while sitting in a lecture Answer: D Page Ref: 406

AACSB: Analytic Skills Objective: 2

Difficulty: Moderate

Classification: Application

39) Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which of the following best explains what went wrong with the communication?

A) Laura used a wrong channel of communication. B) Scanability of the message was poor. C) Betty decoded the message incorrectly.

D) The complexity capacity of text messaging is poor. Answer: C Page Ref: 406

AACSB: Analytic Skills Objective: 2 Difficulty: Easy

Classification: Application

40) Which of the following attributes of a communication method will be the most important for a scientist who has to send large amounts of data to a colleague? A) complexity capacity B) feedback C) formality

D) interpersonal warmth Answer: A Page Ref: 406

AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

41) When a sender evaluates a communication method to judge scanability, he is checking if ________.

A) the method can easily transmit a large number of messages

B) the method allows recipients to process complex messages effectively C) the method adequately conveys personal warmth

D) the recipient can easily browse the message for relevant information Answer: D Page Ref: 407

AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

42) CISCO's Unified Personal Communicator allows fast and easy access to voice, video, instant messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia interface on your PC or Mac. Which of the following aspects of communication problems does this personal communicator address?

A) security concerns arising from the use of the Internet B) time-space constraint C) decoding errors D) encoding errors Answer: B Page Ref: 407

AACSB: Analytic Skills Objective: 2

Difficulty: Moderate

Classification: Application

43) Which of the following is true of nonverbal communication? A) It is synonymous with body language.

B) It carries greater impact than verbal communication. C) It is absent in spoken communication.

D) It is involuntary; it cannot be used deliberately. Answer: B

Page Ref: 407, 409

AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

44) Which of the following methods of communication should be used when the sender requires quick and accurate feedback? A) publications B) face-to-face C) postal mail D) fax

Answer: B Page Ref: 408 Objective: 2 Difficulty: Easy

Classification: Conceptual

45) Which of the following methods of communication offers high scanability? A) publications

B) face-to-face communication C) meetings D) voice mail Answer: A Page Ref: 408 Objective: 2 Difficulty: Easy

Classification: Conceptual

46) All of the following are barriers to effective interpersonal communication, EXCEPT ________. A) filtering

B) selective perception C) feedback

D) defensiveness Answer: C Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

47) Sarah needs funding to research the efficacy of a certain drug for the treatment of cancer. Though her initial trials have been inconclusive, Sarah is sure that the drug will prove to be

effective. However, the organizations she plans to approach for funding will not be very impressed with the results of the previous trials and may withhold funding. Sarah has to structure her proposal in such a way that she emphasizes the positives about the drug and minimizes the negative information. Which of the following best describes Sarah's technique of writing her proposal?

A) diagonal communication B) filtering

C) defensiveness D) jargon Answer: B Page Ref: 409

AACSB: Analytic Skills Objective: 3 Difficulty: Easy

Classification: Application

48) ________ is the deliberate manipulation of information to make it appear more favorable to the receiver.

A) Lateral communication B) Encoding

C) Diagonal communication D) Filtering Answer: D Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

49) When a person tells his or her manager what the manager wants to hear, which of the following barriers to effective interpersonal communication is the person using? A) filtering

B) selective perception C) feedback

D) defensiveness Answer: A Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

50) Which of the following is true of filtering?

A) Filtering aids effective communication by making a message more favorable to a receiver. B) The more vertical levels in an organization, the more opportunities there are for filtering. C) Filtering occurs at the individual level; the organization cannot encourage or discourage it. D) The use of e-mail increases filtering because communication is more direct. Answer: B Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3

Difficulty: Moderate

Classification: Conceptual

51) A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity.

A) perceptual barrier B) information overload C) conceptual block D) physical barrier Answer: B Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

52) Jargon is ________.

A) the capacity of a communication method to process complex messages

B) a technique for deliberate manipulation of information to make it appear more favorable to the receiver

C) specialized terminology that members of a group use to communicate among themselves D) a technique that increases the breadth potential of a communication method Answer: C Page Ref: 410

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

53) Which of the following is a way for managers to overcome the barriers to communication? A) feedback B) decoding C) encoding D) filtering Answer: A Page Ref: 410 Objective: 3 Difficulty: Easy

Classification: Conceptual

) Which of the following is true for active listeners?

A) They should avoid making eye contact and nodding as this will distract the speaker.

B) They should not interrupt the speaker, but should feel free to ask questions about the topic. C) They should listen for full meaning and avoid paraphrasing what the speaker is saying.

D) Developing empathy for the speaker is not advised as it proves an emotional barrier to listening. Answer: B Page Ref: 411

AACSB: Communication Skills Objective: 3

Difficulty: Moderate

Classification: Conceptual

55) Which of the following helps an individual to understand the actual content of a message? A) antipathy B) empathy C) apathy

D) empowerment Answer: B Page Ref: 411

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3

Difficulty: Moderate

Classification: Conceptual

56) Listening is an active search for meaning, whereas ________ is passive. A) speaking B) encoding C) decoding D) hearing Answer: D Page Ref: 411

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

57) Listening for full meaning without making premature judgments or interpretations is called ________.

A) passive hearing

B) lateral communication C) active listening D) decoding Answer: C Page Ref: 411

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

58) When a manager asks an employee to complete a task, he or she is using ________ communication. A) upward B) lateral C) informal D) formal Answer: D Page Ref: 412

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

59) Organizational communication that is not defined by the organization's structural hierarchy is known as ________ communication. A) external B) passive C) informal D) controlled Answer: C Page Ref: 412

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Conceptual

60) The ________ communication system within an organization permits employees to satisfy their need for social interaction with their peers. A) informal B) upward C) formal D) downward Answer: A Page Ref: 412

AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

61) Downward communication is used ________. A) by employees to give managers progress reports B) to coordinate and evaluate employees

C) between employees at the same organizational level

D) between people of different departments and organizational levels Answer: B Page Ref: 412

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

62) Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which of the following types of communication does he use? A) upward B) downward C) lateral D) diagonal Answer: B Page Ref: 412

AACSB: Analytic Skills Objective: 4

Difficulty: Moderate

Classification: Application

63) ________ communication is communication that flows from a manager to employees. A) Lateral B) Upward C) Downward D) Horizontal Answer: C Page Ref: 412

AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

) In an effort to improve communication within the Accounts department of a large organization, the department head puts a suggestion box at the door and invites employees to communicate their thoughts, ideas, concerns, or grievances to the managers in the department. Which of the following methods of communication is he encouraging? A) upward B) diagonal C) downward D) lateral Answer: A Page Ref: 412

AACSB: Analytic Skills Objective: 4

Difficulty: Moderate

Classification: Application

65) ________ communication keeps managers aware of how employees feel about their jobs, their coworkers, and the organization in general. A) Downward B) Horizontal C) Lateral D) Upward Answer: D Page Ref: 412

AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

66) Which of the following management styles will most likely encourage upward communication? A) dictatorial B) paternalistic C) participative D) authoritarian Answer: C Page Ref: 412

AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

67) Which of the following is an example of lateral communication? A) George informs his superior about the progress of the new project. B) Brian talks to his teammate about a change in project specifications. C) Richard penalizes John for not following the company dress code. D) Paul tells the CEO about the low morale in his department. Answer: B Page Ref: 413

AACSB: Analytic Skills Objective: 4 Difficulty: Easy

Classification: Application

68) Cross-functional teams rely heavily on ________ communication, which can be problematic if their managers are not kept informed about the decisions. A) downward B) upward C) vertical D) lateral Answer: D Page Ref: 413

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

69) When an organization has an interest in increasing the efficiency and speed of communication between managers at different levels and in different departments, then ________. A) upward communication works best

B) diagonal communication should be used C) lateral communication is ideal

D) upward communication works the fastest Answer: B Page Ref: 413

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

70) In the all-channel network, communication flows ________.

A) downward from a strong leader to his subordinates in the work group

B) in a parallel fashion until all of the members of a work group have been informed C) freely among all members of a formal work team

D) among the managers of a functional area of an organization Answer: C Page Ref: 413

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

71) If a company is concerned with achieving high member satisfaction for all the participants in a network, which of the following communication networks is best? A) chain network B) horizontal network C) wheel network

D) all-channel network Answer: D Page Ref: 413

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

72) In the ________ communication network, communication flows according to the formal organizational hierarchy, both downward and upward. A) chain

B) all-channel C) wheel D) horizontal Answer: A Page Ref: 414 Objective: 4 Difficulty: Easy

Classification: Conceptual

73) In a ________ communication network, all communication passes through a clearly identifiable leader to the others in a team and upward from team members to the leader. A) wheel

B) all-channel C) chain D) circular Answer: A Page Ref: 414 Objective: 4 Difficulty: Easy

Classification: Conceptual

74) An organization's grapevine works as ________. A) a method for managers to communicate official policy

B) a method for management to control the dissemination of information C) both a formal and an informal communication method D) a filter and a feedback mechanism for managers Answer: D Page Ref: 414

Topic: Organizational Communication Objective: 4 Difficulty: Easy

Classification: Conceptual

75) Because rumors that flow along the grapevine can never be eliminated entirely, managers can minimize the negative consequences of rumors by ________. A) ignoring them completely

B) communicating openly and honestly with employees C) encouraging an all-channel communication network D) using filtering wherever possible Answer: B Page Ref: 414

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Conceptual

76) Which of the following is true for organizational communication? A) It uses formal but not informal communication techniques. B) It includes informal communication via the grapevine.

C) Information flows according to the organization's chain of command. D) It does not include interpersonal communication. Answer: B Page Ref: 414

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1, 4 Difficulty: Easy

Classification: Conceptual

77) Over the years, managers at Wilson's Retail have discovered that the sales staff in the retail areas have the best insights into what customers want and how they shop. Wilson's uses these insights to design its retail spaces and decide which products to stock. To make the sharing of information easier, Wilson's encourages an open communication network, where information flows freely between and among staff and managers. Which of the following communication networks does Wilson's use? A) chain B) wheel

C) all-channel D) downward Answer: C

Page Ref: 414-415

AACSB: Analytic Skills Objective: 4

Difficulty: Moderate

Classification: Application

78) In order to increase face-to-face communication among employees, the workplace design should ________.

A) maximize visibility and density

B) maximize visibility and minimize density C) minimize visibility and density

D) minimize visibility and maximize density Answer: A Page Ref: 415 Objective: 4 Difficulty: Easy

Classification: Conceptual

79) Selenius Inc. develops and tests software products. The work calls for a lot of collaboration among employees, who frequently brainstorm and bounce ideas off each other. Which of the following workplace designs will best suit Selenius' requirements? A) an open workplace B) closed cubicles C) high partitions D) individual offices Answer: A Page Ref: 415 Objective: 4

Difficulty: Moderate

Classification: Conceptual

80) SmallStuff Inc., is a start-up company. Though small in size, it performs niche services. Its CEO, Will McConnell, thinks it's better to have open workplaces because visibility increases accountability. Which of the following facts, if true, would undermine his strategy? A) The company has high employee density.

B) Employees deal with proprietory information and can function efficiently without supervision. C) The company is going through tough economic conditions and must save money. D) The company has an all-channel communication network. Answer: B Page Ref: 415

AACSB: Reflective Thinking Skills Objective: 4

Difficulty: Moderate

Classification: Critical Thinking

81) A(n) ________ is a location where Internet users can gain wireless access to the Internet. A) extranet B) LAN C) intranet

D) wi-fi hot spot Answer: D Page Ref: 417

Topic: Information Technology and Communication AACSB: Use of IT Objective: 5 Difficulty: Easy

Classification: Conceptual

82) Which of the following is a disadvantage of using IT in organizational communication? A) economic drawbacks B) geographic constraints C) psychological costs D) time constraints Answer: C Page Ref: 417

AACSB: Use of IT Objective: 5 Difficulty: Easy

Classification: Conceptual

83) Though IT has improved organizational communications in recent years, ________ remains a major concern. A) timeliness B) security C) cost

D) breadth potential Answer: B Page Ref: 418

Topic: Communication Issues in Today's Organizations AACSB: Use of IT Objective: 6 Difficulty: Easy

Classification: Conceptual

The Memorandum (Scenario)

George Wilberson is a qualified engineer and manages a work team that consists of two engineers, four production workers, an accountant, and a purchasing manager. They are about to embark on a new project for their company. George has prepared a memorandum explaining the objectives of the work team.

84) Some of the production workers have come to see George and ask for clarification about the memorandum. This represents the ________ aspect of the communication process. A) encoding B) channeling C) filtering D) feedback Answer: D Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Application

85) The accountant, in particular, told George that he had difficulty understanding some of the technical terms used in the memorandum. These technical terms are commonly known as ________. A) encoding B) echoes C) noise D) jargon Answer: D Page Ref: 410

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Application

86) The purchasing manager assigned to this team had already worked with George in the past. However, a difference of opinion had soured their relationship. As a result, the purchasing manager was unable to objectively evaluate and appreciate the various aspects of the current project described in the memorandum. This is an example of ________. A) noise

B) channeling C) feedback D) encoding Answer: A Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

The Sword and the Millstone (Scenario)

Sandra Millstone, the CEO of Excalibur Manufacturing Company, had concluded that the

company would have to reduce its employee group by 10 percent as the industry was severely hit by the ongoing economic recession. She spent over 30 hours preparing charts, tables, graphs, diagrams, and other forms of visual aids for her presentation to the employees about the upcoming reduction in force so that they could understand the reason and plan their next move.

87) During the presentation Sarah explained that the reason for downsizing was the recession which was hitting the company badly. However, the fact of the matter was that the company had not yet experienced any loss of revenues but were anticipating bad days ahead, which could

eventually lead to mass layoffs. This is an example of the ________ aspect of the communication process.

A) channeling B) filtering

C) selective perception D) poor decoding Answer: B Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Analytic Skills Objective: 3

Difficulty: Moderate

Classification: Application

88) By the time that Sandra had finished the presentation to the employees, she had spoken for one and one-half hours, shown 14 visual aids, and no one asked a question. The employees were probably dealing with which of the following barriers to effective communication? A) information overload B) selective perception C) knowledge management D) cultural constraints Answer: A Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Analytic Skills Objective: 3

Difficulty: Moderate

Classification: Application

) As the employees began to leave the meeting room, some were overheard grumbling that those at the top were just profit-rakers, that it didn't make any difference to Sandra if employees lost their jobs. Which barrier to effective communications do these statements represent? A) selective perception B) information overload C) defensiveness

D) downward communication Answer: C Page Ref: 409

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

\"Flo\" of Communication (Scenario)

Recently the employees of Chatterbox Enterprises, Inc., received a letter from the vice president of operations explaining that a new production facility would be built in Chatland City, AL. It was also stated that about one-fourth of the employees from the current Chatland City facility would be transferred to the new facility and if employees wanted to volunteer for the transfer, they could do so by meeting the human resource manager and filling out a request form. Sam, a production supervisor, first went to Florence, the purchasing manager, who had already volunteered to

transfer, to discuss with her the possibility of becoming her inventory control supervisor at the new facility. Florence told Sam that Ruth, the current inventory control supervisor, would not be transferring and that she would consider his request.

90) The letter from the vice president to the employees is an example of which type of organizational communication? A) horizontal B) formal C) lateral D) informal Answer: B Page Ref: 412

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

91) When Sam went to the human resource manager and applied for transfer to the new facility, he was participating in which type of organizational communication? A) formal B) downward C) horizontal D) lateral Answer: A Page Ref: 412

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

92) If Sam had talked with his co-supervisors before going to speak to Florence, he would have been involved in which type of organizational communication? A) vertical B) internal C) lateral D) downward Answer: C Page Ref: 413

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

93) When Sam spoke to Florence, he was involved in which type of organizational communication? A) diagonal B) upward C) horizontal D) lateral Answer: A Page Ref: 413

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

Types of Communication Networks (Scenario)

Rick Smith is a regional sales manager for a health care information technology firm called

MediFax, based in Nashville, TN. Rick is responsible for overseeing 15 salespeople covering over 20 states spanning the mid-South to the Northeast. When the company was smaller and there were fewer salespeople, communication flowed freely from the field back into all areas of the home officecustomer service, development, accounting and finance, and top management. However, as the company has grown, its structure has become more mechanistic. Communications to and from the field now flows according to the formal chain of command. As a result, the firm has been slower to recognize shifts in the market and respond to important market-based information delivered by the sales force. This has reduced the motivation of the sales team who are now reluctant to forward information to the home office because they perceive that it won't be acted upon anyway. The management has asked Rick to review this issue and provide recommendations for improving the situation.

94) Formerly, information flowed freely from the sales force to all areas of the home office. This most closely represents the ________. A) wheel network B) chain network

C) all-channel network D) informal network Answer: C

Page Ref: 413-414

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

95) Once the company grew and became more mechanistic, the management insisted that

information flow vertically along the line of authority. This is most representative of the ________ communications network. A) wheel B) chain

C) all-channel D) circular Answer: B

Page Ref: 413-414

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

96) Rick believes that it might be more effective if incoming market-based information and

outgoing response and direction were to flow through a central figure, the regional sales manager for each region. He therefore prefers ________ network for communication. A) wheel B) chain

C) all-channel D) informal Answer: A

Page Ref: 413-414

Topic: Organizational Communication AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

97) Explain why communication is important to managers and organizations. What four functions does it serve?

Answer: Communication serves four major functions: control, motivation, emotional expression, and information. Communication acts to control employee behavior in several ways.

Organizations have authority hierarchies and formal guidelines that employees are expected to follow. For instance, when employees are required to communicate any job-related grievance first to their immediate manager, to follow their job description, or to comply with company policies, communication is being used to control. But informal communication also controls behavior. When work groups tease a member who's working too hard or producing too much (making the rest of the group look bad), they're informally controlling the member's behavior. Communication encourages motivation by clarifying to employees what is to be done, how well they're doing, and what can be done to improve performance if it's not up to par. As employees set specific goals, work toward those goals, and receive feedback on progress toward goals, communication is required. For many employees, their work group is a primary source of social interaction. The communication that takes place within the group is a fundamental mechanism by which members share frustrations and feelings of satisfaction. Communication, therefore, provides a release for emotional expression of feelings and for fulfillment of social needs. Finally, individuals and groups need information to get things done in organizations. Communication provides that

information. None of these four functions is more important than the others. For groups to work effectively, they need to maintain some form of control over members, motivate members to perform, provide a means for emotional expression, and make decisions. You can assume that almost every communication interaction that takes place in a group or organization is fulfilling one or more of these four functions. Page Ref: 405-406

Topic: The Nature and Function of Communication AACSB: Communication Skills Objective: 1 Difficulty: Easy

Classification: Conceptual

98) List the seven elements of the communication process and explain the process of interpersonal communication.

Answer: The seven elements of the communication process are: (1) the communication source, (2) the message, (3) encoding, (4) the channel, (5) decoding, (6) the receiver, and (7) feedback. Before communication can take place, a purpose, expressed as a message to be conveyed, must exist. It passes between a source (the sender) and a receiver. The message is converted to a symbolic form (called encoding) and passed by way of some medium (channel) to the receiver, who retranslates the sender's message (called decoding). The result is the transfer of meaning from one person to another. The entire process is susceptible to noisedisturbances that interfere with the

transmission, receipt, or feedback of a message. Typical examples of noise include illegible print, phone static, inattention by the receiver, or background sounds of machinery or coworkers. Anything that interferes with understanding can be noise, and noise can create distortion at any point in the communication process. Page Ref: 406

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

99) Discuss the two best-known types of nonverbal communication. Include a specific example of each type of nonverbal communication to support your answer.

Answer: An important part of interpersonal communication is nonverbal communication—that is, communication transmitted without words. Body language refers to gestures, facial expressions, and other body movements that convey meaning. A person frowning \"says\" something different from one who's smiling. Hand motions, facial expressions, and other gestures can communicate emotions or temperaments such as aggression, fear, shyness, arrogance, joy, and anger. Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning. To illustrate how intonations can change the meaning of a message, consider the student who asks the instructor a question. The instructor replies, \"What do you mean by that?\" The student's reaction will vary, depending on the tone of the instructor's response. A soft, smooth vocal tone conveys interest and creates a different meaning from one that is abrasive and puts a strong emphasis on saying the last word. Page Ref: 407

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 2 Difficulty: Easy

Classification: Conceptual

100) List and discuss the barriers to effective communication that managers face. Include a specific example of each barrier to support your answer. Answer:

a. FilteringThis is the deliberate manipulation of information to make it appear more favorable to the receiver. For example, when a person tells his or her manager what the manager wants to hear, that individual is filtering information. The extent of filtering tends to be a function of the number of vertical levels in the organization and the organizational culture. The more vertical levels there are in an organization, the more opportunities there are for filtering.

b. EmotionsHow a receiver feels when a message is received influences how he or she interprets it. Extreme emotions are most likely to hinder effective communication. In such instances, people often disregard rational and objective thinking processes and substitute emotional judgments. c. Information overloadThis occurs when the amount of information a person is required to work with exceeds that individual's processing capacity. What happens when individuals have more information than they can sort or use? They tend to select out, ignore, pass over, or forget information. Or, they may put off further processing until the overload situation is over.

d. DefensivenessWhen people feel that they're being threatened, they tend to react in ways that reduce their ability to achieve mutual understanding. That is, they become defensive–engaging in behaviors such as verbally attacking others, making sarcastic remarks, being overly judgmental, and questioning others' motives.

e. LanguageWords mean different things to different people. Age, education, and cultural

background are three of the more obvious variables that influence the language a person uses and the definitions he or she gives to words. People may speak the same language, but use of that language is far from uniform. Senders tend to assume that the words and phrases they use mean the same to the receiver as they do to them. This is incorrect and creates communication barriers. f. National cultureInterpersonal communication isn't conducted in the same way around the world. In the United States, communication patterns tend to be individual oriented and clearly spelled out. U.S. managers rely heavily on memoranda, announcements, position papers, and other formal forms of communication to state their positions on issues. In collectivist countries, such as Japan, there's more interaction for its own sake and a more informal manner of interpersonal contact.

Page Ref: 409-410

Topic: Methods of Interpersonal Communication AACSB: Communication Skills Objective: 3 Difficulty: Easy

Classification: Conceptual

101) Explain formal and informal communication within an organization.

Answer: Communication within an organization is described as formal or informal. Formal communication refers to communication that takes place within prescribed organizational work arrangements. For example, when a manager asks an employee to complete a task, that's formal communication. Another example of formal communication occurs when an employee communicates a problem to his or her manager.

Informal communication is organizational communication not defined by the organization's structural hierarchy. When employees talk with each other in the lunch room, as they pass in hallways, or as they're working out at the company wellness facility, they engage in informal communication. Employees form friendships and communicate with each other. The informal communication system fulfills two purposes in organizations: (1) it permits employees to satisfy their need for social interaction, and (2) it can improve an organization's performance by creating alternative, and frequently faster and more efficient, channels of communication. Page Ref: 412

AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

102) Describe and explain the different directions of communication flow within an organization. Answer: Organizational communication can flow downward, upward, laterally, or diagonally. Downward communication - Downward communication is communication that flows from a manager to employees. It's used to inform, direct, coordinate, and evaluate employees. When managers assign goals to their employees, they're using downward communication. They're also using downward communication when providing employees with job descriptions, informing them of organizational policies and procedures, pointing out problems that need attention, or evaluating their performance.

Upward communication - Managers rely on their employees for information. For instance, reports are given to managers to inform them of progress toward goals or to report any problems. Upward communication is communication that flows from employees to managers. It keeps managers aware of how employees feel about their jobs, their coworkers, and the organization in general. Managers also rely on upward communication for ideas on how things can be improved. Some examples of upward communication include performance reports prepared by employees, suggestion boxes, employee attitude surveys, grievance procedures, manager-employee

discussions, and informal group sessions in which employees have the opportunity to discuss problems with their manager or representatives of top-level management.

Lateral communication - Communication that takes place among employees on the same

organizational level is called lateral communication. In today's dynamic environment, horizontal communications are frequently needed to save time and facilitate coordination. Cross-functional teams, for instance, rely heavily on this form of communication interaction. However, conflicts can arise if employees don't keep their managers informed about decisions they've made or actions they've taken.

Diagonal communication - Diagonal communication is communication that crosses both work areas and organizational levels. Because of its efficiency and speed, diagonal communication can be beneficial. Increased e-mail use facilitates diagonal communication. In many organizations, any employee can communicate by e-mail with any other employee, regardless of organizational work area or level, even with upper-level managers. However, diagonal communication also has the potential to create problems if employees don't keep their immediate managers informed. Page Ref: 412-413

Topic: Communication Issues in Today's Organizations AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Conceptual

103) Briefly describe three common communication networks, or patterns of communication, that emerge in organizations. Is any one network preferable to others? If so, why? If not, what factors decide which network is best for a particular situation?

Answer: The vertical and horizontal flows of organizational communication can be combined into a variety of patterns called communication networks.

a. Chain networkCommunication flows according to the formal chain of command, both downward and upward. If accuracy is important, the chain network works well.

b. Wheel networkCommunication flows between a clearly identifiable and strong leader and others in a work group or team. The leader serves as a hub through which communication passes. If having a strong, identifiable leader is important to the organization or work unit, the wheel network is the best communication network. Accuracy is also very high with the wheel network. c. All-channel networkCommunication flows freely among all members of a work team. If high member satisfaction is a concern, the all channel network is preferable. Page Ref: 413-414

Topic: Organizational Communication AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

104) What is the role of the informal communication network in organizations? How can managers ensure that this network is beneficial to the organization?

Answer: The informal organizational communication network in organizations is known as the grapevine. The grapevine is active in almost every organization. It is an important source of information for employees, many of whom hear about important matters first through rumors or gossip on the grapevine. Acting as both a filter and a feedback mechanism, it pinpoints those bewildering issues that employees consider important. More importantly, from a managerial point of view, it is possible to analyze what is happening on the grapevine—what information is being passed, how information seems to flow, and what individuals seem to be key information conduits. By staying aware of the grapevine's flow and patterns, managers can identify issues that concern employees, and, in turn, use the grapevine to disseminate important information. Because the grapevine can't be eliminated, managers should \"manage\" it as an important information network. Rumors that flow along the grapevine also can never be eliminated entirely. However, managers can minimize the negative consequences of rumors by communicating openly, fully, and honestly with employees, particularly in situations where employees may not like proposed or actual managerial decisions. Page Ref: 414

AACSB: Communication Skills Objective: 4 Difficulty: Easy

Classification: Conceptual

105) \"The grapevine is detrimental to effective organizational communication and must be eliminated if the organization is to effectively engage its employees.\" Do you agree with this statement? Explain your answer.

Answer: Student answers may vary. However, it is a fact that the grapevine, an informal organizational network is part of every organization. In fact, it is an important source of

information for the company. This makes it imperative for companies to try to understand its dynamics. Acting as both a filter and a feedback mechanism, it pinpoints those bewildering issues that employees consider important. More importantly, from a managerial point of view, it is possible to analyze what is happening on the grapevine—what information is being passed, how information seems to flow, and what individuals seem to be key information conduits. By staying aware of the grapevine's flow and patterns, managers can identify issues that concern employees, and, in turn, use the grapevine to disseminate important information. Because the grapevine can't be eliminated, managers should \"manage\" it as an important information network. However, managers can minimize the negative consequences of rumors. They can do so by communicating openly, fully, and honestly with employees, particularly in situations where employees may not like proposed or actual managerial decisions. Studies show that this is likely to be effective in engaging employees. Page Ref: 414

AACSB: Communication Skills Objective: 4

Difficulty: Moderate

Classification: Application

106) In a short essay, explain two main communication challenges that new technology has created.

Answer: Managers are learning that new technology has created special communication

challenges. The two main ones are (1) legal and security issues and (2) lack of personal interaction. Although e-mail is a quick and easy way to communicate, managers need to be aware of potential legal problems from inappropriate e-mail usage. Electronic information is potentially admissible in court. Security concerns are another issue managers face. Managers need to ensure that confidential information is kept confidential. Employee e-mails and blogs should not

communicateinadvertently or purposelyproprietary information. Corporate computer and e-mail systems should be protected against hackers (people who try to gain unauthorized access to computer systems) and spam (electronic junk mail). These are serious issues that managers and organizations must address if the benefits that communication technology offers are to be realized. Another communication challenge posed by the Internet age is the lack of personal interaction. Even when two people are communicating face-to-face, understanding is not always achieved. However, when communication takes place in a virtual environment, it can be really hard to

achieve understanding and collaborate on getting work done. Some companies have gone so far as to ban e-mail on certain days of the week. Others have simply encouraged employees to

collaborate more in person. Yet, there are situations and times when personal interaction isn't physically possiblewhen employees are spread across the continent or even across the globe. In those instances, real-time collaboration software (such as private workplace wikis, blogs, instant messengers, and other types of groupware) may be a better communication choice than sending an e-mail and waiting for a response. Page Ref: 418

Topic: Communication Issues in Today's Organizations AACSB: Use of IT Objective: 6

Difficulty: Moderate

Classification: Conceptual

107) Explain how communication can have an impact on customer satisfaction and what managers can do to improve communication.

Answer: What communication takes place and how it takes place can have a significant impact on a customer's satisfaction with the service and the likelihood of being a repeat customer. Managers in service organizations need to make sure that employees who interact with customers are communicating appropriately and effectively with those customers.

Managers must first recognize the three components in any service delivery process: the customer, the service organization, and the individual service provider. Each plays a role in whether

communication is working. Obviously, managers don't have a lot of control over what or how the customer communicates, but they can influence the other two.

An organization with a strong service culture already values taking care of customers—finding out what their needs are, meeting those needs, and following up to make sure that their needs were met satisfactorily. Each of these activities involves communication, whether face-to-face, by phone or e-mail, or through other channels.

Communication also is important to the individual service provider or contact employee. The quality of the interpersonal interaction between the customer and that contact employee does influence customer satisfaction, especially when the service encounter isn't up to expectations. People on the front line involved with those \"critical service encounters\" are often the first to hear about or notice service failures or breakdowns. They must decide how and what to communicate during these instances. Their ability to listen actively and communicate appropriately with the customer goes a long way in whether the situation is resolved to the customer's satisfaction or spirals out of control. Another important communication concern for the individual service provider is making sure that he or she has the information needed to deal with customers

efficiently and effectively. If the service provider doesn't personally have the information, some way needs to be devised to get the information easily and promptly. Page Ref: 419-420

Topic: Communication Issues in Today's Organizations AACSB: Communication Skills Objective: 6 Difficulty: Easy

Classification: Conceptual

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