Chapter 11 Communication

MULTIPLE CHOICE

1. Research indicates that poor _____ is probably the most frequently cited source of
interpersonal conflict.
a. motivation
b. leadership
c. training
d. communication
e. hygiene
(d; Moderate; Poor Communication; p. 351) {AACSB: Communication}

2. Individuals spend nearly _____ percent of their waking hours communicating.

a. 60
b. 70
c. 80
d. 90
e. 100
(b; Challenging; Communication; p. 351) {AACSB: Communication}

3. Communication must include both the _____ and the understanding of meaning.
a. transportation
b. interpretation
c. triaging
d. transference
e. intention
(d; Moderate; Communication; p. 351) {AACSB: Communication} {AACSB: Analytic Skills}

Functions of Communication

4. Communication serves all of the following functions within a group or organization except
_____.
a. motivation
b. planning
c. emotional expression
d. control
e. conveying information
(b; Moderate; Functions of Communication; p. 351) {AACSB: Communication} {AACSB:
Analytic Skills}

5. Formal guidelines and authority hierarchies are examples of which function of

communication?
a. control
b. agreement
c. organization
d. information
e. all of the above
(a; Moderate; Control; p. 351) {AACSB: Communication} {AACSB: Analytic Skills}

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6. When employees are required to follow their job description or to comply with company
policies, communication is performing a(n) ______ function.
a. control
b. motivation
c. emotional expression
d. information
e. feedback
(a; Moderate; Control; p. 351) {AACSB: Communication}

7. Which of the following is the most important function of communication in organizations?

a. motivation
b. control
c. information
d. none of the above
e. All of these factors are important.
(e; Moderate; Functions of Communication; p. 352) {AACSB: Communication} {AACSB:
Analytic Skills}

8. Clarification to employees about how well they are doing, and what can be done to
improve performance, are examples of which function of communication?
a. information
b. control
c. motivation
d. emotional expression
e. none of the above
(c; Moderate; Motivation; p. 352) {AACSB: Communication} {AACSB: Analytic Skills}

9. Which function of communication transmits the data necessary for decision-making?

a. emotional expression
b. information
c. control
d. motivation
e. all of the above
(b; Easy; Information; p. 352) {AACSB: Communication}

The Communication Process

10. The means by which a communication is passed is called _____.

a. a medium
b. a conduit
c. a conductor
d. a transmission
e. Surberism
(a; Moderate; Channel; 352) {AACSB: Communication}

11. The medium through which communication travels is called a _____.

a. transmission
b. message
c. media
d. channel
e. vessel
(d; Moderate; Channel; p. 352) {AACSB: Communication}

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12. In the communication process, which of the following steps occurs first?
a. transmitting
b. decoding
c. encoding
d. understanding
e. analysis
(c; Moderate; Encoding: pp. 352-353) {AACSB: Communication} {AACSB: Analytic Skills}

13. During communication, the _____ initiates a message by encoding a thought.

a. receiver
b. channel
c. sender
d. speaker
e. leader
(c; Easy; Sender; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

14. The product of a sender’s encoding is the _____.

a. channel
b. message
c. transmission
d. medium
e. all of the above
(b; Moderate; Message; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

15. John writes a memo to his employees. Putting his thoughts onto paper is an example of
_____.
a. encoding
b. communicating
c. messaging
d. channeling
e. cryptography
(a; Moderate; Encoding; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

16. The receiver of a communication is most likely to _____ a message.

a. explain
b. reproduce
c. reflect
d. translate
e. discard
(d; Easy; Receiver; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

17. Formal channels traditionally follow the _____ within an organization.

a. communication chain
b. authority chain
c. influence chain
d. transmission chain
e. social chain
(b; Moderate; Formal Channels; p. 353) {AACSB: Communication}

216
18. A receiver who translates a sender’s message is engaging in the process of _____.
a. encoding
b. decoding
c. transmission
d. feedback
e. recoding
(b; Moderate; Decoding; p. 353) {AACSB: Communication}
19. What step determines whether understanding has been achieved during the
communication process?
a. decoding
b. feedback
c. channel
d. encoding
e. transmission
(b; Moderate; Feedback; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

Direction of Communication

20. The communication used by managers to provide job instructions is _____

communication.
a. downward
b. lateral
c. formal
d. directional
e. diagonal
(a; Moderate; Downward Communication; p. 353) {AACSB: Communication}

21. 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
(c; Moderate; Downward Communication; p. 354) {AACSB: Communication} {AACSB:
Analytic Skills}

22. All of the following are examples of downward communication flows except _____.
a. managers assigning goals
b. managers informing employees of procedures
c. managers pointing out problems that need attention
d. employees completing attitude surveys
e. managers telling employees to work more quickly
(d; Moderate; Downward Communication; p. 354) {AACSB: Communication} {AACSB:
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
(d; Moderate; Lateral Communication; p. 355) {AACSB: Communication}

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24. When can lateral communications create dysfunctional conflict?
a. when the formal vertical channels are breached
b. when members go above or around their superiors to get things done
c. when bosses find out that actions have been taken without their knowledge
d. all of the above
e. none of the above
(d; Challenging; Lateral Communication; p. 355) {AACSB: Communication}

Interpersonal Communications

25. 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
(b; Challenging; Oral Communication; p. 355) {AACSB: Communication}

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. none of the above
(c; Moderate; Written Communication; p. 356) {AACSB: Communication} {AACSB:
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
(d; Moderate; Written Communication; p. 356) {AACSB: Communication} {AACSB:
Analytic Skills}

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.
(b; Moderate; Disadvantages of Written Communication; pp. 356-357) {AACSB:
Communication} {AACSB: Analytic Skills}

29. Messages conveyed through body movements and facial expressions are _____.
a. body language
b. kinesics
c. physical characteristics
d. connotations
e. semantics
(a; Easy; Nonverbal Communication; p. 357) {AACSB: Communication}

218
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
(b; Moderate; Nonverbal Communication; pp. 357-358) {AACSB: Communication}

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
(b; Moderate; Nonverbal Communication; pp. 357-358) {AACSB: Communication}
{AACSB: 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.
(b; Moderate; Nonverbal Communication; pp. 357-358) {AACSB: Communication}
{AACSB: Analytic Skills}

Organizational Communication

33. Which of the following types of networks is most likely to promote accuracy?
a. chain
b. direct
c. wheel
d. all-channel
e. circle
(a; Moderate; Chain Network; p. 359) {AACSB: Communication}

34. What small-group network is most effective for facilitating the emergence of a leader?
a. chain
b. all-channel
c. wheel
d. direct
e. box
(c; Moderate; Wheel Network; p. 359)

35. What small-group network best serves to promote high member satisfaction?
a. direct
b. circle
c. wheel
d. all-channel
e. box
(d; Moderate; All-Channel Network; p. 359) {AACSB: Communication}

219
36. A(n) _____ network of communication would most likely be found in a rigid three-level
organization.
a. vertical
b. direct
c. chain
d. all-channel
e. box
(c; Moderate; Chain Network; p. 359) {AACSB: Communication}

37. 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
(d; Challenging; Chain Network; p. 359) {AACSB: Communication}

38. When all communication is channeled through one central figure, a _____
communication network exists.
a. direct
b. chain
c. lateral
d. wheel
e. box
(d; Moderate; Wheel Network; p. 359) {AACSB: Communication}

39. In a(n) _____ communication network, any group member can actively communicate with
any other member.
a. wheel
b. all-channel
c. interpersonal
d. circle
e. free
(b; Moderate; All-Channel Network; p. 359) {AACSB: Communication}

40. The _____ communication network is best illustrated by self-managed teams.

a. wheel
b. all-channel
c. interpersonal
d. circle
e. box
(b; Moderate; All-Channel Network; p. 359) {AACSB: Communication}

41. An informal communication network is typically called a _____.

a. gossip monger
b. grapevine
c. chain
d. contextual system
e. free acting system
(b; Easy; Grapevine; p. 359) {AACSB: Communication}

220
42. 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 as being more reliable than formal communication.
c. It is generally used as an anti-management tool.
d. It is usually inaccurate.
e. It serves as a formal communication channel.
(b; Moderate; Grapevine; p. 359) {AACSB: Communication} {AACSB: Analytic Skills}

43. In one study of the grapevine, it was found that only _____ percent of the executives
participated by passing the information on to more than one other person.
a. 10
b. 15
c. 20
d. 25
e. 30
(a; Challenging; Grapevine; p. 359)

44. Studies have shown that _____ percent of the information transmitted through the
grapevine is accurate.
a. 55
b. 65
c. 75
d. 85
e. 100
(c; Moderate; Grapevine; p. 360)

45. 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
(b; Moderate; Grapevine; p. 360)

46. Which element does not have to be present in order for a rumor to emerge?
a. anxiety
b. importance
c. confidence
d. ambiguity
e. solid deadlines for decisions
(c; Moderate; Grapevine; p. 360) {AACSB: Analytic Skills}

47. With regard to the grapevine, a manager should try to _____.

a. ignore it
b. destroy it
c. limit its range and impact
d. use it to your advantage
e. all of the above
(c; Moderate; Grapevine; p. 360) {AACSB: Analytic Skills}

221
48. 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.
(c; Moderate; Grapevine; p. 360) {AACSB: Communication} {AACSB: Analytic Skills}

49. Electronic communication includes all of the following except _____.

a. text messaging
b. teleconferencing
c. video conferencing
d. e-mail
e. blogs
(b; Easy; Electronic Communication; p. 360) {AACSB: Communication} {AACSB: Analytic
Skills} {AACSB: Use of IT}

50. Which of the following is not a benefit of e-mail as a communications tool?

a. E-mail messages can be quickly written, edited, and stored.
b. E-mail messages can be distributed to one person or thousands with a click of a
mouse.
c. E-mail messages have less emotional content.
d. E-mail messages can be read at the recipient’s convenience.
e. none of the above
(c; Moderate; Benefits of E-mail; pp. 360-361) {AACSB: Communication} {AACSB: Analytic
Skills} {AACSB: Use of IT}

51. What form of electronic communications is in “real” time?

a. blogs
b. networking software
c. e-mail
d. text messaging
e. instant messaging
(e; Moderate; Instant Messaging; p. 362) {AACSB: Communication} {AACSB: Use of IT}

52. What form of electronic communications uses a portable communication device?

a. blogs
b. networking software
c. e-mail
d. text messaging
e. instant messaging
(d; Moderate; Text Messaging; p. 362) {AACSB: Communication} {AACSB: Use of IT}

53. Facebook and MySpace are examples of what?

a. blogs
b. networking software
c. e-mail
d. text messaging
e. instant messaging
(b; Moderate; Network Software; p. 362) {AACSB: Use of IT}

222
54. Which electronic communications tool is updated daily?
a. blogs
b. networking software
c. e-mail
d. text messaging
e. instant messaging
(a; Challenging; Web Logs; p. 363-4) {AACSB: Communication} {AACSB: Use of IT}

55. Because cameras and microphones are being attached to individual computers, people
are able to ________ without leaving their desks.
a. use network software
b. e-mail
c. text message
d. video conference
e. instant message
(d; Moderate; Video Conferencing; p. 364) {AACSB: Communication} {AACSB: Use of IT}

56. What can provide an organization with both a competitive edge and improved
organizational performance because it makes its employees smarter?
a. selective perception
b. channel richness
c. networking software
d. web logs
e. knowledge management
(e; Moderate; Knowledge Management; p. 364) {AACSB: Communication}

Choice of Communication Channel

57. When Neal Patterson, CEO of Lerner Corporation, sent his seething e-mail to 400
managers, he erred by selecting the wrong_____.
a. channel for his message
b. message
c. distribution
d. emotional charge
e. none of the above
(a; Easy; Email; p. 367) {AACSB: Communication}

58. Which of the following statements is not true regarding face-to-face communication?
a. It has high channel richness.
b. It provides for a maximum amount of information to be transmitted.
c. It usually results in delayed feedback.
d. It offers multiple information cues.
e. It is highly personal.
(c; Moderate; Face-To-Face Communication; p. 382) {AACSB: Communication} {AACSB:
Analytic Skills}

223
Barriers to Effective Communication

59. Which of the following is not a barrier to effective communication?

a. filtering
b. silence
c. selective perception
d. language
e. All of the above are barriers.
(b; Moderate; Barriers to Effective Communication; pp. 368-372) {AACSB:
Communication} {AACSB: Analytic Skills}

60. When a person 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
(b; Challenging; Filtering; p. 368) {AACSB: Communication} {AACSB: Analytic Skills}

61. 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
(a; Moderate; Filtering; p. 368) {AACSB: Communication} {AACSB: Analytic Skills}

62. 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
(c; Moderate; Selective Perception; p. 368) {AACSB: Communication}

63. An interviewer who believes female applicants will put family ahead of career is using
_____.
a. prejudice
b. selective perception
c. values judgment
d. filtering
e. projection
(b; Challenging; Selective Perception; p. 368) {AACSB: Communication} {AACSB:
Analytic Skills}

224
64. During the communication process, which of the following is most likely to result in lost
information?
a. information processing
b. information overload
c. information filtering
d. effective communication
e. the maximal effort effect
(b; Moderate; Information Overload; p. 368) {AACSB: Communication}

65. Variables that influence the language a person uses include all of the following except
_____.
a. age
b. incentives
c. education
d. cultural background
e. nationality
(b; Moderate; Language; p. 369) {AACSB: Communication} {AACSB: Analytic Skills}

66. Communication _____ is the tension and anxiety about oral communication, written
communication, or both.
a. obstruction
b. apprehension
c. breakdown
d. block
e. frustration
(b; Moderate; Communication Apprehension; p. 370) {AACSB: Communication}

67. 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.
(a; Moderate; Communication Apprehension; p. 370) {AACSB: Communication} {AACSB:
Analytic Skills}

68. Tannen’s research indicates that men use talk to _____, while women use it to _____.
a. emphasize status; create connections
b. get promotions; problem-solve
c. establish blame; gossip
d. create networks; emphasize individualism
e. establish interdependence; create relationships
(a; Moderate; Gender Differences; p. 370) {AACSB: Communication} {AACSB:
Multicultural and Diversity} {AACSB: Analytic Skills}

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Global Implications

69. Which of the following would be least likely to pose a barrier to cross-cultural
communications?
a. tone differences
b. word connotations
c. semantics
d. political correctness
e. differences among perceptions
(d; Moderate; Cultural Barriers; p. 372) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

70. _____ cultures rely heavily on nonverbal and subtle situational cues when
communicating with others.
a. High-context
b. Low-context
c. Neutral context
d. High-content
e. Low-content
(a; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural
and Diversity}

71. Individuals from which of the following countries would be most likely to rely essentially
on words to convey meaning?
a. China
b. Saudi Arabia
c. Vietnam
d. Germany
e. Greece
(d; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

72. Oral agreements imply strong commitments in _____ cultures.

a. low-content
b. high-content
c. low-context
d. high-context
e. neutral-context
(d; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

73. Which of the following values is most important to low-context cultures?

a. status
b. directness
c. titles
d. trust
e. space
(b; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

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74. 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
(b; Moderate; Empathy; p. 374) {AACSB: Communication} {AACSB: Multicultural and
Diversity}

75. Which of the following is most likely to help reduce misperceptions when communicating
with 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.
(b; Challenging; Interpretations; p. 374) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

TRUE/FALSE

76. Reading is a form of communication.

(True; Moderate; Communication; p. 351) {AACSB: Communication}

77. No group can exist without communication.

(True; Easy; Communication; p. 351) {AACSB: Communication}

Functions of Communication

78. Informal communication can be used to control behavior.

(True; Moderate; Control; p. 351) {AACSB: Communication}

79. Communication provides a release for the emotional expression of feelings and for the
fulfillment of social needs.
(True; Moderate; Emotional Expression; p. 352) {AACSB: Communication}

80. Of all the functions served by communication, providing information is the most
important.
(False; Moderate; Functions of Communication; p. 352) {AACSB: Communication}

The Communication Process

81. In the communication process, decoding should precede encoding.

(False; Easy; Communication Process p. 353) {AACSB: Communication}

82. The means by which a communication is passed is called the conduit.

(False; Moderate; Channel; pp. 352-353) {AACSB: Communication}

83. When two people are talking, the message that they exchange is referred to as noise.
(False; Moderate; Message; p. 353) {AACSB: Communication}

84. The encoder is the object to whom a message is directed.

(False; Easy; Receiver; p. 353) {AACSB: Communication}

85. The receiver ciphers the communication.

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(False; Easy; Receiver; p. 353) {AACSB: Communication}

86. Encryption is the process through which a message is converted into symbolic form.
(False; Moderate; Decoding; p. 353) {AACSB: Communication}

87. Feedback determines whether a message has been received.

(False; Moderate; Feedback; p. 353) {AACSB: Communication}

Direction of Communication

88. Communication can flow perpendicularly or vertically.

(False; Easy; Direction of Communication; p. 353) {AACSB: Communication}

89. When information is given to a subordinate, this process occurs through formal
communication.
(False; Challenging; Downward Communication; pp. 353-354) {AACSB: Communication}

90. When feedback is being given to higher-level individuals in an organization, upward

communication is taking place.
(True; Easy; Upward Communication; p. 354) {AACSB: Communication}

91. Within an organization, the channels available for upward communication are generally
very limited.
(False; Moderate; Upward Communication; p. 355) {AACSB: Communication}

92. Lateral communications are often created to short-circuit the vertical hierarchy within an
organization.
(True; Moderate; Lateral Communication; p. 355) {AACSB: Communication}

Interpersonal Communication

93. Oral communication is the chief means of conveying messages among group members.
(True; Easy; Oral Communication; p. 355) {AACSB: Communication}

94. The advantages of oral communication are precision and feedback.

(False; Moderate; Advantages of Oral Communication; p. 355) {AACSB: Communication}

95. Oral communications are more likely than written communications to be logical and clear.
(False; Moderate; Advantages of Written Communication; p. 356) {AACSB:
Communication}

96. Written communication has a built-in feedback mechanism.

(False; Moderate; Disadvantages of Written Communication; pp. 356-357) {AACSB:
Communication}

97. Examples of nonverbal communication include messages transmitted by facial

expressions and body movements.
(True; Moderate; Nonverbal Communication; p. 357) {AACSB: Communication}

98. Body language can convey the relative perceived status between a sender and a
receiver.
(True; Easy; Nonverbal Communication; p. 357) {AACSB: Communication}

99. Body language tends to make verbal communication less complicated.

(False; Easy; Nonverbal Communication; p. 357) {AACSB: Communication}

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100. During communication, the acceptable amount of physical space between individuals
varies according to cultural norms.
(True, Easy, Physical Distance; p. 358) {AACSB: Communication}

101. Facial expressions can indicate something quite different from the verbal message that a
sender is communicating.
(True; Easy; Nonverbal Communication; p. 358) {AACSB: Communication}

Organizational Communication

102. Three common small-group networks are chain, wheel, and global.
(False; Moderate; Formal Small-Group Networks; pp. 358-359)

103. The all-channel network uses one figure to act as the conduit for all of the group’s
communication.
(False; Easy; All-Channel Network; p. 358) {AACSB: Communication}

104. The grapevine is a type of chain communication.

(False; Moderate; Grapevine; p. 359) {AACSB: Communication}

105. The grapevine is perceived by most employees as being more believable and reliable
than formal communiqués issued by management.
(True; Moderate; Grapevine; p. 360)

106. A benefit of e-mail as a communications tool is that it helps keep employees focused on
work.
(False; Moderate; Benefits of E-mail; pp. 360-361) {AACSB: Communication} {AACSB: Use
of IT}

107. Electronic mail is the ideal method for conveying messages that might evoke emotional
responses.
(False; Moderate; Drawbacks of E-mail; p. 361) {AACSB: Communication} {AACSB: Use of
IT}

Choice of Communication Channel

108. Managers can communicate non-routine messages most efficiently through channels that
are lowest in richness.
(False; Moderate; Channel Richness; p. 367) {AACSB: Communication}

109. Technology-based communication like electronic mail is the least rich form of written
communication.
(False; Moderate; Channel Richness; p. 367) {AACSB: Communication} {AACSB: Use of
IT}

Barriers to Effective Communication

110. Filtering, selective perception, defensiveness, and silence are all barriers to effective
communication.
(False; Moderate; Barriers to Effective Communication; pp. 368-372) {AACSB:
Communication}

111. Filtering is most likely to occur in organizations in which there are many vertical levels.
(True; Challenging; Filtering; p. 368) {AACSB: Communication}

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112. Selective perception refers to manipulating information so that it will be seen more
favorably by the receiver.
(False; Moderate; Selective Perception; p. 368) {AACSB: Communication}

113. Individuals have an infinite capacity for processing data.

(False; Easy; Information Overload; p. 368) {AACSB: Communication}

114. When the information we have to work with exceeds our processing capacity, the result
is selective perception.
(False; Moderate; Information Overload; p. 368) {AACSB: Communication}

115. A receiver who is experiencing depression may interpret a message differently than a
receiver who is in a positive mood.
(True; Easy; Emotions; p. 369) {AACSB: Communication}

116. It is estimated that 5 to 20 percent of the population suffers from debilitating

communication apprehension.
(True; Challenging; Communication Apprehension; p. 370) {AACSB: Communication}

117. People who suffer from communication apprehension experience undue tension and
anxiety only in oral communication.
(False; Challenging; Communication Apprehension; p. 370) {AACSB: Communication}

118. Gender differences between men and women are accepted as rarely creating oral
communication barriers.
(False; Easy; Gender Differences; p. 370) {AACSB: Communication} {AACSB:
Multicultural and Diversity}

119. Women typically use talk to gossip, whereas men use it to create individualism.
(False; Moderate; Gender Differences; p. 370) {AACSB: Communication} {AACSB:
Multicultural and Diversity}

120. Women tend to view telling a problem as a means to promote closeness.

(True; Moderate; Gender Differences; p. 370) {AACSB: Communication} {AACSB:
Multicultural and Diversity}

121. When we eliminate words because they’re politically incorrect, we reduce our options for
conveying messages in the clearest and most accurate form.
(True; Easy; Politically Correct Communication; p. 372) {AACSB: Communication}

Global Implications

122. Cross-cultural communications may have a barrier caused by tone differences.

(True; Moderate; Cultural Barriers; p. 372) {AACSB: Communication} {AACSB:
Multicultural and Diversity}

123. Individuals in high-content cultures rely heavily on nonverbal and subtle situational cues
to convey meaning.
(False; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB:
Multicultural and Diversity}

124. In high-context cultures, enforceable contracts tend to be in writing and precisely worded.
(False; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB:
Multicultural and Diversity}

SCENARIO-BASED QUESTIONS

230
Application of the Communication Process

Mary telephones her employee, Joe, to let him know that today’s meeting has been moved to one
o’clock.

125. In the communication process, Mary is ________.

a. the sender
b. the receiver
c. the message
d. the channel
e. the encoder
(a; Easy; Sender; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

126. The telephone is the ________.

a. sender
b. receiver
c. medium
d. message
e. decoder
(c; Easy; Channel; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

127. 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
(d; Moderate; Feedback; p. 353) {AACSB: Communication} {AACSB: Analytic Skills}

Application of Organizational Communication

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.

128. 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
(b; Moderate; Wheel Network; p. 359) {AACSB: Communication} {AACSB: Analytic Skills}

129. Harriet has been charged with the task of evaluating two employees for possible
promotions. She is interested in learning which employee has the most effective
leadership skills. One of the employees is assigned to Team B, and the other is assigned
to Team C. Which network structure should Harriet choose for these teams if she wishes
to place the two employees in clear leadership positions on the teams?
a. wheel
b. chain
c. concentric

231
 d. all-channel
e. diverse
(a; Moderate; Wheel Network; p. 359) {AACSB: Communication} {AACSB: Analytic Skills}

130. After establishing Team D in a wheel network structure, Harriet receives negative
feedback from members of the team. Many team members express frustration about
working in the group, and most dislike the interpersonal style of the team leader. Which
of the following strategies would most likely help to improve the team members’ morale?
a. Leaving the team as a wheel network and encouraging team members to share the
leadership responsibility.
b. Restructuring the group as a chain network and replacing the leader with another
group member.
c. Leaving the team leader in place and restructuring the group as a chain network.
d. Transferring the team leader to another group and restructuring the group as an all-
channel network.
e. Leaving the team as a wheel network and replacing the team leader with another
group member.
(d; Challenging; All-Channel Network; p. 359) {AACSB: Communication} {AACSB:
Analytic Skills}

232
Application of Barriers to Effective Communication

Zeus Industries sells satellite television systems. In the past, the company has been highly
successful, and the senior management has created special perks and lavish offices for
themselves. Other employees do not have access to these perks, and their facilities are non-
descript.

Recently, the company invested heavily in one of the many new technologies available.
Employees tell senior management that this investment was the right choice, but sales keep
decreasing. Some sales employees have also given incorrect information to suppliers, even
though the company has held numerous intensive training sessions to keep sales personnel
apprised of changes in the industry. The company has also received low customer service ratings
from recent consumer surveys. These surveys indicate that customers are frustrated with the
specialized technical knowledge necessary to operate their satellite systems.

131. Which of the following best characterizes the communication problem occurring between
employees and senior management?
a. filtering
b. sabotage
c. communication apprehension
d. overload
e. selective perception
(a; Moderate; Filtering; p. 368) {AACSB: Communication} {AACSB: Analytic Skills}

132. The mistakes committed by the sales staff suggest that sales personnel are probably
experiencing which of the following as a result of their intensive training?
a. filtering
b. lack of feedback
c. information overload
d. defensiveness
e. selective perception
(c; Moderate; Information Overload; p. 368) {AACSB: Communication} {AACSB: Analytic
Skills}

Application of Gender Differences in Communication

You sit in on a meeting between two of your managers. The following conversation occurs:
Mary: “I have been thinking all day about which one of the employees should be promoted
to manager. Ralph, I’d like to get your opinion about the three possible candidates.”
Ralph: “Hire Jackson.”
Mary: “Well . . . I’d really like to discuss this so that we can both be comfortable with the
decision.”
Ralph: “You asked for my opinion. I said that we should hire Jackson. We really need to get
a move on this, Mary. Can’t you just make a decision?”
Mary: “I’m sorry—maybe we can talk later.”
Ralph: “You’re sorry? Are you having trouble handling the pressure?”

133. What of the following best reflects Mary’s motives in this conversation?
a. Mary is attempting to stall the hiring decision.
b. Mary wishes to make a connection with Ralph before making her decision.
c. Mary is using the dialogue to solicit grapevine information.
d. Mary is attempting to avoid hiring Jackson.
e. Mary is being assertive.
(b; Challenging; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Analytic
Skills} {AACSB: Multicultural and Diversity}

233
Application of Cultural Context

Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over the
world. She needs to convey information to new employees that will help them understand the
importance of communicating across cultures.

134. Brenda explains to new employees that _____ cultures, like China and Vietnam, rely
heavily on nonverbal cues.
a. low-content
b. high-content
c. neutral-content
d. low-context
e. high-context
(e; Moderate; Cultural Context; p. 374) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

135. Brenda should advise new employees to do which of the following when dealing with
others from different cultures?
a. Remember that individuals are similar in many ways.
b. Avoid interpreting another’s actions until you know the full story.
c. Act decisively and quickly to demonstrate your power.
d. Minimize opportunities for feedback.
e. Do your best to avoid conflict.
(b; Moderate; Interpretations; p. 374) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

SHORT DISCUSSION QUESTIONS

136. What are the four functions of communication?

Communication serves four major functions within a group or organization:

control, motivation, emotional expression, and information.
a) Communication acts to control member behavior in several ways.
b) Communication fosters motivation by clarifying to employees what is to be
done, how well they are doing, and what can be done to improve performance
if it’s sub par.
c) For many employees, their work group is a primary source for social
interaction.
d) Finally, communication facilitates decision making by providing information.
(Moderate; Functions of Communication; p. 351) {AACSB: Communication}
{AACSB: Analytic Skills}

137. What are the steps in the communication process model?

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. (Moderate; Communication
Process; pp. 352-353) {AACSB: Communication} {AACSB: Analytic Skills}

234
138. Identify and describe the different types of communication flows.

Communication can flow vertically or laterally. The vertical dimension can be

further divided into downward and upward directions. (Easy; Direction of
Communication; pp. 353-355) {AACSB: Communication} {AACSB: Analytic Skills}

139. Explain the concept of nonverbal communication.

Nonverbal communication includes body movements, the intonations or

emphasis we give to words, facial expressions, and the physical distance between
the sender and receiver. (Easy; Nonverbal Communication; pp. 357-358) {AACSB:
Communication} {AACSB: Analytic Skills}

140. What is the grapevine?

The informal communication system is the grapevine. 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. (Easy; Grapevine; p. 359) {AACSB: Communication} {AACSB: Analytic
Skills}

141. What is channel richness?

Channels differ in their capacity to convey information. Some are rich in that they
have the ability to handle multiple cues simultaneously, facilitate rapid feedback,
and be very personal. Face-to-face conversation scores highest in terms of
channel richness. (Easy; Channel Richness; p. 367) {AACSB: Communication}
{AACSB: Analytic Skills}

142. What is communication apprehension?

Communication apprehension is a major barrier to effective communication.

People who suffer from communication apprehension experience undue tension
and anxiety in oral communication, written communication, or both. (Easy;
Communication Apprehension; p. 370) {AACSB: Communication} {AACSB:
Analytic Skills}

143. How can gender create oral communication barriers?

Men use talk to emphasize status, while women use it to create connection.
Women speak and hear a language of connection and intimacy; men speak and
hear a language of status, power, and independence. So, for many men,
conversations are primarily a means to preserve independence and maintain
status in a hierarchical social order. For women, conversations are negotiations
for closeness in which people try to seek and give confirmation and support.
(Eay; Gender Differences; p. 370) {AACSB: Communication} {AACSB: Multicultural
and Diversity} {AACSB: Analytic Skills}

235
MEDIUM LENGTH DISCUSSION QUESTIONS

144. What are the three basic methods of interpersonal communication?

The three basic methods of interpersonal communication are oral, written, and
nonverbal communication.
a) 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.
b) 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.
c) Nonverbal communications includes body movements, the intonations or
emphasis we give to words, facial expressions, and the physical distance
between the sender and receiver.
(Moderate; Interpersonal Communication; pp. 355-358) {AACSB: Communication}
{AACSB: Analytic Skills}

145. Discuss the three common small group networks. Evaluate each on their effectiveness.

a) 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 chain is best if accuracy is most important.
b) The wheel relies on a central figure to act as the conduit for all of the group’s
communication. It stimulates the communication network you would find on a
team with a strong leader. The structure of the wheel facilitates the emergence
of a leader.
c) 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 all-channel network is best if you are
concerned with having high member satisfaction.
No single network will be best for all occasions. (Moderate; Small Group
Communication Networks; pp. 358-359) {AACSB: Communication} {AACSB:
Analytic Skills}

146. What are the benefits and drawbacks of e-mail?

E-mail messages can be quickly written, edited, and stored. They can be
distributed to one person or thousands with a click of a mouse. They can be read,
in their entirety, at the convenience of the recipient. And the cost of sending
formal e-mail messages to employees is a fraction of what it would cost to print,
duplicate, and distribute a comparable letter or brochure.

Information overload is 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. (Moderate; E-mail; pp. 360-361) {AACSB: Communication} {AACSB:
Analytic Skills} {AACSB: Use of IT}

147. List and explain four of the barriers to effective communication.

236
 a) Filtering refers to a sender’s purposely manipulating information so it will be
seen more favorably by the receiver.
b) Selective perception occurs when receivers process communication
selectively to see and hear based on their needs, motivations, experience,
background, and other personal characteristics.
c) When the information we have to work with exceeds our processing capacity,
the result is information overload.
d) How the receiver feels at the time of receipt of a communication message will
influence how he or she interprets it.
e) 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.
f) Gender differences can be a barrier to effective communication. Research
shows that men tend to use talk to emphasize status, whereas women tend to
use it to create connections.
g) Politically correct communication can complicate our vocabulary making it
more difficult for people to communicate.
(Moderate; Barriers to Effective Communication; pp. 368-372) {AACSB:
Communication} {AACSB: Analytic Skills}

148. Discuss four ways to reduce misinterpretations when communicating with people from a
different culture.

The following four rules can be helpful when communicating with people from
different cultures.
a) 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.
b) 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.
c) Practice empathy. Before sending a message, put yourself in the recipient’s
shoes.
d) 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.
(Moderate; Cultural Guide; p. 374) {AACSB: Communication} {AACSB:
Multicultural and Diversity} {AACSB: Analytic Skills}

237
COMPREHENSIVE ESSAYS

149. Describe the communication process. Include the communication process model and
explain the eight parts of this model.

Before communication can take place, a purpose, expressed as a message to be

conveyed, is needed. It passes between a 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 transfer of meaning from one person to another.

The key parts of the communication process are the sender, encoding, the
message, the channel, decoding, the receiver, noise, 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. Noise represents communication barriers that distort the
clarity of the message. The final link is a feedback loop. (Moderate;
Communication Process; pp. 352-353) {AACSB: Communication} {AACSB:
Analytic Skills}

238
150. Contrast the advantages and disadvantages of oral versus written communication.

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. The latter point
is also relevant in oral communiqués, except it’s easy in such cases merely to ask
the receiver to summarize what you’ve said. An accurate summary presents
feedback evidence that the message has been received and understood.
(Challenging; Oral Communication and Written Communication; pp. 355-357)
{AACSB: Communication} {AACSB: Analytic Skills}

239
151. Describe and discuss specific problems related to cross-cultural communication. Include
cultural barriers and cultural context.

There are four specific problems related to language difficulties in cross-cultural

communications. They include: barriers caused by semantics; barriers caused by
word connotations; barriers caused by tone differences; and 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. (Moderate; Cultural Barriers and Cultural
Context; pp. 374-375) {AACSB: Communication} {AACSB: Analytic Skills}
{AACSB: Multicultural and Diversity}

240