TBChap016 Final

Chapter 16
Promoting Effective Communication

True / False Questions

1. Communication is the sharing of information between two or more individuals or groups to reach a common
understanding.

True False

2. Communication can still take place even in the absence of a common understanding.

True False

3. While effective communication is necessary to increase responsiveness to customers, it plays a negligent
role in innovation.

True False

4. It is in the transmission phase of the communication process that a common understanding is ensured.

True False

5. The person wishing to share information with some other person in the transmission phase of the
communication process is known as the sender.

True False

6. Gary wishes to share vital information with his offshore team members in London. Gary, in this instance, is
the sender.

True False

7. The process of translating a message into symbols is called decoding.

True False

8. Decoding is a general term that refers to anything that hampers any stage of the communication process.

True False

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any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
9. The process of interpreting a coded message back to its original form is called encoding.

True False

10. The feedback phase of a communication process is initiated by a receiver who then becomes the sender.

True False

11. Nonverbal communication is used as an alternative to verbal communication.

True False

12. People have greater control over nonverbal communication than verbal communication.

True False

13. Perceptual biases help make communication more effective.

True False

14. There is no one best communication medium for managers to rely on.

True False

15. The amount of information that a communication medium can carry and the extent to which the medium
enables the sender and receiver to reach a common understanding is known as information richness.

True False

16. Media low in information richness can carry an extensive amount of information and generally enable
receivers and senders to come to a common understanding.

True False

17. Face-to-face communication has the lowest information richness.

True False

18. Management by wandering around involves scheduling formal meetings with subordinates and discussing
issues and concerns that both subordinates and managers may have.

True False

19. One advantage of face-to-face communication and electronically transmitted verbal communication is that
they both demand attention.

True False

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20. Impersonal written communication is highest in information richness.

True False

21. The pathways along which information flows in groups and teams and throughout an organization are called
communication networks.

True False

22. In a wheel network, every team member communicates with every other team member.

True False

23. Wheel networks are found in groups with sequential task interdependence.

True False

24. Wheel networks are usually found in teams as they allow the intense interactions characteristic of
teamwork.

True False

25. In a chain network, members communicate with one another in a predetermined sequence.

True False

26. Like wheel networks, chain networks also exist in teams.

True False

27. In a circle network, every team member communicates with every other team member.

True False

28. In an all-channel network, every team member communicates with every other team member.

True False

29. In a circle network, members communicate with one another in a predetermined sequence.

True False

30. An organization chart summarizes the informal pathways along which communication takes place.

True False

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31. Vertical communication occurs when Scott, divisional manager of production discusses business issues with
Susan, divisional manager of marketing.

True False

32. Communication among employees at the same level in the hierarchy, or sideways, is called horizontal
communication.

True False

33. The grapevine is a formal communication network along which official, accurate information flows.

True False

34. Groupware is a company-wide system of computer networks.

True False

35. A disadvantage of intranets is their lack of versatility as a communication medium.

True False

36. Intranet refers to a global system of computer networks.

True False

37. A disadvantage of intranets is that they can only be used by people who have expertise in computer
software.

True False

38. Filtering occurs when senders withhold part of a message because they think the receiver does not need the
information or will not want to receive it.

True False

39. Linguistic style refers to a person’s characteristic way of speaking.

True False

40. Managers should make people change their linguistic styles to match the organization's culture.

True False

Multiple Choice Questions

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41. Which of the following is true of communication?

A. It takes place even if a common understanding is not reached.

B. It does not involve individuals and groups; hence is not a human endeavor.
C. It is a necessity for gaining a competitive advantage.
D. It affects the responsiveness to customers negatively.
E. It plays little or no role in improving the quality or efficiency .

42. Managers can _____ by updating the production process to take advantage of new and more efficient
technologies.

A. increase responsiveness to customers

B. increase efficiency
C. establish an electronic trail
D. cause information overload
E. lower information richness

43. By encouraging its sales representatives to freely talk to their managers about the changing customer needs,
RST Global increased its responsiveness to customers. Which of the following is most likely to be the factor
that helped RST achieve this?

A. Low information richness

B. Overload of information
C. High perceptual bias
D. Good communication
E. Effective electronic trail

44. The process by which a message translated into symbols is interpreted to obtain the original message back is
called _____.

A. encoding
B. decoding
C. encrypting
D. ciphering
E. obscuring

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45. In the _____ phase, a common understanding is ensured.

A. transmission
B. schema
C. initiation
D. simulation
E. feedback

46. Gary wishes to share some information with his offshore team members in London. In the communication
process, Gary is the _____.

A. encoder
B. messenger
C. decoder
D. receiver
E. sender

47. In the transmission phase of the communication process, the information that a sender wants to share is
known as the _____.

A. code
B. medium
C. message
D. trail
E. noise

48. In the communication process, encoding is the process of:

A. removing anything that hampers any stage of the communication process.

B. translating a message into symbols.
C. translating a coded message back to its original form.
D. selecting an appropriate communication medium for the information that is to be communicated.
E. deciding what message to send to the original sender.

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49. In the communication process, decoding is the process of:


B. deciding what message to send to the original sender.
D. coding a message into symbols or language.
E. selecting an appropriate communication medium over which information can be
effectively communicated.

50. In the communication process, the feedback phase is initiated by the _____.

A. decoder
B. original sender
C. messenger
D. receiver
E. encoder

51. Which of the following is true of feedback and the feedback phase of the communication process?

A. Feedback phase is initiated by the original sender.

B. In the feedback phase, the original sender decides what message to send to the receiver.
C. In the feedback phase, the original receiver becomes the sender.
D. Feedback gives rise to misunderstandings.
E. Feedback keeps the senders and receivers from reaching a common understanding.

52. Which of the following is an example of nonverbal communication?

A. A manager e-mailing his subordinates about an upcoming office party

B. A manager publicly praising one of his subordinates during a regular team meeting
C. A manager handing out a notice of termination to one of the underperforming employees
D. A manager frowning with disapproval at the sight of an employee who is dressed inappropriately
E. A manager announcing a reward for successful employee referrals in a notice posted in the office lounge

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53. _____ is the process through which people select, organize, and interpret sensory input to give meaning and
order to the world around them.

A. Communication
B. Perception
C. Collaboration
D. Transmission
E. Feedback

54. Verbal communication involves encoding messages by means of _____.

A. spoken language
B. body language
C. dressing styles
D. facial expressions
E. body postures

55. _____ is the encoding of messages into written words.

A. Verbal communication
B. Nonverbal communication
C. Perceptual communication
D. Facial communication
E. Postural communication

56. The sharing of information by means of facial expressions and body language is known as _____.

A. vociferation
B. verbal communication
C. nonverbal communication
D. biased communication
E. perceptual communication

57. Joey's nodding in agreement is a form of _____.

A. verbal communication
B. nonverbal communication
C. vociferation
D. documented communication
E. catalogued communication

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58. Which of the following is true of nonverbal communication?

A. It includes encoding messages into written words.

B. Messages that cannot be sent through verbal channels can’t be communicated nonverbally either.
C. It can be controlled more easily than verbal communication.
D. It reinforces verbal communication.
E. It cannot be used in congruence with verbal communication.

59. Which of the following is true of perceptions?

A. Perceptions are not influenced by people's attitudes and moods.

B. Perceptions of senders and receivers play no role in the encoding and decoding of messages.
C. Perceptions of senders and receivers play a negligent role in choosing the communication medium.
D. Perceptions are inherently objective and are based on accurate information.
E. Perceptions, if accurate, can contribute to effective communication.

60. The amount of information a communication medium can carry and the extent to which the medium enables
the sender and receiver to reach a common understanding is known as _____.

A. nominal information
B. information richness
C. information inadequacy
D. information overload
E. information distortion

61. Which of the following communication media has the highest information richness?

A. Personally addressed written communication

B. Spoken communication electronically transmitted
C. Face-to-face communication
D. Impersonal written communication
E. Communication by means of e-mail

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62. Drake would often come in late to work in spite of repeated, formal warnings by his manager. Drake's
manager, Matt, lost his patience and fired him. In the event that Drake sues Matt for unjustly firing him,
which of the following, if true, would help Matt win the case?

A. Matt always promotes the use of collaboration software.

B. Matt always refuses to participate in the grapevine.
C. Matt is not particularly fond of management by wandering around technique.
D. Matt always maintains a paper or electronic trail for all his messages.
E. Matt has a tendency toward stereotyping employees.

63. Which of the following is true of face-to-face communication?

A. It is low in information richness.

B. It enables managers to receive instant feedback.
C. It increases ambiguity.
D. It allows managers to cycle through the communication process only once to reach a common
understanding.
E. It cannot be used to communicate complex information.

64. A face-to-face communication technique in which a manager goes to a work area and talks informally with
employees about issues and concerns is _____.

A. management by exception
B. management by objectives
C. micromanagement
D. macromanagement
E. management by wandering around

65. Brian, the president of Midland Manufacturing, strolls through the production plant every morning and has
an informal chat with employees about issues and concerns. Which of the following management techniques
is used by Brian?

A. Prerogative management
B. Management by objectives
C. Management by accounting
D. Management by job enrichment
E. Management by wandering around

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66. Which of the following is a disadvantage of face-to-face communication?


B. It is time consuming.
C. It results in unwanted documentation of the information exchanged.
D. It can result in ambiguity and misunderstandings.
E. It allows managers to cycle through the communication process only once.

67. Which of the following communication media is the second highest in information richness?

A. Face-to-face communication
B. Personally addressed written communication
C. Spoken communication electronically transmitted
E. Communication by means of formal meetings

68. Which of the following is true of spoken communication electronically transmitted over phone lines?

A. It has the highest information richness as compared to other communication media.

B. It conveys extensive amounts of information.
C. It has the potential for misunderstandings.
D. It allows managers to observe body language and facial expressions.
E. It has the lowest information richness as compared to other communication media.

69. _____ refer(s) to companywide systems that allow managers to send and receive verbal electronic messages
over telephone lines even when they are hundreds of miles away from the office.

A. Grapevine system
B. Voice-mail system
C. Blog
D. Instant-messaging system
E. Groupware collaborative system

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70. Telecommuters are:

A. people who are employed by an organization but are permanently placed in a client location.
B. people who are employed by an organization but work out of offices in their own homes.
C. people who are employed by one organization but work for another client organization.
D. people who are always on the move; traveling back and forth to office, attending one client meeting after
another.
E. people who are self-employed.

71. Which of the following forms of communication is lowest in information richness?

A. E-mail
B. Video conference
C. Management by wandering around
D. Voice mail
E. Impersonal written communication

72. The potential for important information to be ignored or overlooked (even that which is personally
addressed) while tangential information receives attention is referred to as _____.

A. noise
C. information overload
D. information distortion
E. information circle

73. Douglas put together a company newsletter to talk about general topics about the company to all of the
employees. This is an example of _____.

A. personal written communication

B. impersonal written communication
C. formal written communication
D. face-to-face communication
E. electronic verbal communication

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74. Which of the following is true of impersonal written communication?

A. It is highest in information richness.

B. It is addressed to particular receivers.
C. It does not allow documentation of the messages exchanged.
D. It generally does not result in feedback.
E. It cannot be retrieved electronically.

75. The pathway along which information flows throughout an organization is called _____.

A. organizational structure
B. communication network
C. organizational culture
D. organizational design
E. cross-functional link

76. Information flows to and from one central member of the group in a _____ network.

A. circle
B. all-channel
C. chain
D. wheel
E. cubic

77. Which of the following communication networks is often found in command groups with pooled task
interdependence?

A. Circle network
B. All-channel network
C. Chain network
D. Wheel network
E. Cubic network

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78. Which of the following is true of a wheel network?

A. In a wheel network, members communicate with one another in a predetermined sequence.

B. In a wheel network, all the members of a group need to communicate with one another to perform at a
high level.
C. In a wheel network, a group accomplishes its goals by directing communication to and from a central
member.
D. In a wheel network operating in command groups, the efficiency of communication is low.
E. In a wheel network operating in command groups, performance in compromised.

79. In which of the following communication networks do members communicate with one another in a
predetermined sequence?

A. Chain network
B. Wheel network
C. All-channel network
D. Circle network
E. Grapevine network

80. Which of the following is true of a chain network?

A. It enables flow of information to and from one central member of the group.
B. It usually does not to exist in teams.
C. It is found in groups with pooled task interdependence.
D. It does not require group members to communicate with each other.
E. It allows group members to only communicate with people who are similar to them in experiences.

81. In which of the following communication networks do group members communicate with only those who
are similar to them in experiences, beliefs, areas of expertise, background, office location, or even where
they sit when the group meets?

A. Wheel network
B. Chain network
D. Circle network
E. vertical network

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82. The idea that managers tend to communicate more with other managers who share similar beliefs and
experiences is represented by which type of communication network?

A. Chain network
B. Wheel network
C. Circle network
D. Groupware network
E. All-channel network

83. In which of the following communication networks do group members communicate with every other group
member?

A. Circle network
B. Wheel network
D. Cubic network
E. Chain network

84. Which of the following types of communication networks do self-managed teams within an organization
typically have?

A. Chain network
B. Cubic network
C. Circle network
D. All-channel network
E. Wheel network

85. The informal organizational network through which unofficial information flows is called _____.

A. the grapevine
B. the all-channel network
C. the wheel network
D. the circle network
E. the chain network

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86. A global system of computer networks that is easy to join and is used by employees of organizations around
the world to communicate inside and outside their companies is referred to as _____.

A. the Internet
B. the intranet
C. the grapevine
D. the all-channel network
E. the feedback network

87. An internal, companywide system of computer networks is called a(n) _____.

A. Internet
B. intranet
C. grapevine
D. all-channel network
E. matrix network

88. A computer software that enables teams to share information with each other is called _____.

A. wheel network
B. groupware
C. all-channel network
D. grapevine
E. chain network

89. Managers are most likely to successfully use groupware as a communication medium when:

A. the work is individual-based.

B. the organization has a flexible culture.
C. groupware has little support from the top management.
D. the organization's rewards employees for individual performance.
E. the organization has a rigid hierarchy.

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90. Which of the following must managers as senders of messages do?

A. They must filter the information before sending.

B. They must encode messages in symbols that only they understand to maintain confidentiality.
C. They must select a medium which they are comfortable using irrespective of its appropriateness for the
message.
D. They must select a medium that the receiver does not monitor.
E. They must ensure that a feedback mechanism is built into messages.

91. _____ is the specialized language that members of an occupation, group, or organization develop to
facilitate communication among themselves that should never be used when communicating with people
outside the occupation, group, or organization.

A. Code
B. Grapevine
C. Rumor
D. Groupware
E. Jargon

92. _____ occurs when senders withhold part of the message because they think the receiver does not need
the information.

A. Noise
B. Information enrichment
C. Filtering
D. Information overload
E. Information crash

93. _____ occurs when the meaning of a message changes as the message passes through a series of senders and
receivers.

A. Information enrichment
B. Noise
C. Information overload
D. Information distortion
E. Information collaboration

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94. Unofficial information that is of interest to the receivers within an organization but does not have an
identifiable source is known as _____.

A. jargon
B. rumor
C. noise
D. information enrichment
E. bias

95. To be a good listener, a manager should:

A. interrupt the sender when he or she is being unclear.

B. avoid looking directly at the sender to keep from embarrassing him or her.
C. paraphrase what the sender has said.
D. not ask questions.
E. repeat exactly what the sender said.

96. Joe is listening to Mat and trying to understand Mat's point of view. Joe is being:

A. sympathetic.
B. empathetic.
C. aesthetic.
D. a good sender.
E. optimistic.

97. A person's characteristic way of speaking is known as _____.

A. empathy
B. linguistic style
C. managerial skill
D. vocal pitch
E. jargon

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98. Eric has a unique way of speaking. He pauses a lot and speaks in a slow monotone. This is characteristic
way of speaking is known as _____.

A. information distortion
B. linguistic style
C. filtering
D. vocal pitch
E. information richness

99. Which of the following is an element of linguistic style?

A. Body language
B. Facial expression
C. Postures
D. Gestures
E. Tone of voice

100. The ways in which men communicate emphasize _____.

A. similarities
B. status differences
C. comradeship
D. team spirit
E. companionship

Essay Questions

101. Discuss the importance of good communication and its relationship to an organization's competitive
advantage.
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102. Define verbal and nonverbal communication. How does nonverbal communication reinforce verbal
communication?

103. Define information richness. What are the factors that managers must consider before selecting a
communication medium?

104. What are the different types of communication media?

105. What is the importance of impersonal written communication?

106. What are communication networks? What are the different types of communication networks?

107. When would managers most likely be able to successfully use groupware as a communication medium in
their organizations?
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108. How can managers be effective as senders of messages?

109. What are the communication skills that managers must possess as receivers of messages?

110. How can managers become better listeners?
16-21
Chapter 16 Promoting Effective Communication Answer Key
Comp: Ignore bold and underline.

True / False Questions

1. Communication is the sharing of information between two or more individuals or groups to reach a
common understanding.

A. True
B. False
Answer: TRUE
Feedback: Communication is the sharing of information between two or more individuals or groups to
reach a common understanding.

AACSB: Communication
Blooms: Remember
Difficulty: 1 Easy
Learning Objective: 16-01
Topic: Communication
2. Communication can still take place even in the absence of a common understanding.

A. True
B. False
Answer: FALSE
Feedback: Communication does not take place unless a common understanding is reached.

Blooms: Understand
Difficulty: 1 Easy
16-22
3. While effective communication is necessary to increase responsiveness to customers, it plays a
negligible role in innovation.

A. True
B. False
Answer: FALSE
Feedback: Effective communication is necessary for managers and all members of an organization to
increase efficiency, quality, responsiveness to customers, and innovation and thus gain a competitive
advantage for the organization.

Blooms: Remember
Difficulty: 1 Easy
4. It is in the transmission phase of the communication process that a common understanding is ensured.

A. True
B. False
Answer: FALSE
Feedback: In the feedback phase of the communication process, a common understanding is ensured.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
5. The person wishing to share information with some other person in the transmission phase of the
communication process is known as the sender.

A. True
B. False
Answer: TRUE
Feedback: The sender is the person or group wishing to share information with some other person or
group.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Two-way communication
16-23
6. Gary wishes to share vital information with his offshore team members in London. Gary, in this
instance, is the sender.

A. True
B. False
Answer: TRUE
Feedback: The sender is the person or group wishing to share information with some other person or
group.

Blooms: Understand
Difficulty: 1 Easy
7. The process of translating a message into symbols is called decoding.

A. True
B. False
Answer: FALSE
Feedback: The process of translating a message into symbols is called encoding.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
8. Decoding is a general term that refers to anything that hampers any stage of the communication process.

A. True
B. False
Answer: FALSE
Feedback: Noise is a general term that refers to anything that hampers any stage of the communication
process.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Noise
16-24
9. The process of interpreting a coded message back to its original form is called encoding.

A. True
B. False
Answer: FALSE
Feedback: The process of interpreting a coded message back to its original form is called decoding.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Message
10. The feedback phase of a communication process is initiated by a receiver who then becomes the sender.

A. True
B. False
Answer: TRUE
Feedback: The feedback phase is initiated by the receiver (who becomes a sender).

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
11. Nonverbal communication is used as an alternative to verbal communication.

A. True
B. False
Answer: FALSE
Feedback: Nonverbal communication can be used to back up or reinforce verbal communication.

Blooms: Remember
Difficulty: 1 Easy
Topic: Verbal communication
16-25
12. People have greater control over nonverbal communication than verbal communication.

A. True
B. False
Answer: FALSE
Feedback: People tend to have less control over nonverbal communication.

Blooms: Remember
Difficulty: 2 Medium
13. Perceptual biases help make communication more effective.

A. True
B. False
Answer: FALSE
Feedback: Perceptual biases can hamper effective communication.

Blooms: Remember
Difficulty: 1 Easy
14. There is no one best communication medium for managers to rely on.

A. True
B. False
Answer: TRUE
Feedback: There is no one best communication medium for managers to rely on.

Blooms: Understand
Difficulty: 1 Easy
Topic: Medium
16-26
15. The amount of information that a communication medium can carry and the extent to which the medium
enables the sender and receiver to reach a common understanding is known as information richness.

A. True
B. False
Answer: TRUE
Feedback: Information richness is the amount of information a communication medium can carry and the
extent to which the medium enables the sender and receiver to reach a common understanding.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Information richness
16. Media low in information richness can carry an extensive amount of information and generally enable
receivers and senders to come to a common understanding.

A. True
B. False
Answer: FALSE
Feedback: Media high in information richness can carry an extensive amount of information and
generally enable receivers and senders to come to a common understanding.

AACSB: Analytic
Blooms: Remember
Topic:
Information richness
17. Face-to-face communication has the lowest information richness.

A. True
B. False
Answer: FALSE
Feedback: Face-to-face communication is the medium that is highest in information richness.

Blooms: Remember
Topic: Communication Channels
16-27
18. Management by wandering around involves scheduling formal meetings with subordinates and
discussing issues and concerns that both subordinates and managers may have.

A. True
B. False
Answer: FALSE
Feedback: In management by wandering around, rather than scheduling formal meetings with
subordinates, managers walk around work areas and talk informally with employees about issues and
concerns that both employees and managers may have.

Blooms: Remember
Topic: Informal communication channels
19. One advantage of face-to-face communication and electronically transmitted verbal communication is
that they both demand attention.

A. True
B. False
Answer: TRUE
Feedback: One advantage of face-to-face communication and electronically transmitted verbal

communication is that they both tend to demand attention.

Blooms: Understand
20. Impersonal written communication is highest in information richness.

A. True
B. False
Answer: FALSE
Feedback: Impersonal written communication is lowest in information richness but is well suited for
messages that need to reach many receivers.

Blooms: Remember
16-28
21. The pathways along which information flows in groups and teams and throughout an organization are
called communication networks.

A. True
B. False
Answer: TRUE
Feedback: The pathways along which information flows in groups and teams and throughout an
organization are called communication networks.

Blooms: Remember
Difficulty: 1 Easy
22. In a wheel network, every team member communicates with every other team member.

A. True
B. False
Answer: FALSE
Feedback: In a wheel network, information flows to and from one central member of the group. Other
group members do not need to communicate with one another to perform at a high level.

AACSB: Analytic
Blooms: Remember
23. Wheel networks are found in groups with sequential task interdependence.

A. True
B. False
Answer: FALSE
Feedback: Wheel networks are often found in command groups with pooled task interdependence.

AACSB: Analytic
Blooms: Understand
16-29
24. Wheel networks are usually found in teams, as they allow the intense interactions characteristic of
teamwork.

A. True
B. False
Answer: FALSE
Feedback: Although found in groups, wheel networks are not found in teams because they do not allow
the intense interactions characteristic of teamwork.

AACSB: Analytic
Blooms: Understand
25. In a chain network, members communicate with one another in a predetermined sequence.

A. True
B. False
Answer: TRUE
Feedback: In a chain network, members communicate with one another in a predetermined sequence.

Blooms: Remember
Difficulty: 1 Easy
Topic:Informal communication channels
26. Like wheel networks, chain networks also exist in teams.

A. True
B. False
Answer: FALSE
Feedback: Like wheel networks, chain networks tend not to exist in teams because of the limited amount
of interaction among group members.

AACSB: Analytic
Blooms: Understand
16-30
27. In a circle network, every team member communicates with every other team member.

A. True
B. False
Answer: FALSE
Feedback: In a circle network, group members communicate with others who are similar to them in
experiences, beliefs, areas of expertise, background, office location, or even where they sit when the
group meets.

Blooms: Remember
Difficulty: 1 Easy
28. In an all-channel network, every team member communicates with every other team member.

A. True
B. False
Answer: TRUE
Feedback: In an all-channel network, every team member communicates with every other team member.

Blooms: Remember
Difficulty: 1 Easy
29. In a circle network, members communicate with one another in a predetermined sequence.

A. True
B. False
Answer: FALSE
group meets.

Blooms: Remember
Difficulty: 1 Easy
16-31
30. An organization chart summarizes the informal pathways along which communication takes place.

A. True
B. False
Answer: FALSE
Feedback: An organization chart summarizes the formal reporting relationships in an organization and
the formal pathways along which communication takes place.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
31. Vertical communication occurs when Scott, divisional manager of production, discusses business issues
with Susan, divisional manager of marketing.

A. True
B. False
Answer: FALSE
Feedback: Communication up and down the corporate hierarchy is often called vertical communication.
Communication among employees at the same level in the hierarchy, or sideways, is called horizontal
communication.

Blooms: Apply
Topic: Upward communication
32. Communication among employees at the same level in the hierarchy, or sideways, is called horizontal
communication.

A. True
B. False
Answer: TRUE
Feedback: Communication among employees at the same level in the hierarchy, or sideways, is called
horizontal communication.

Blooms: Remember
Difficulty: 1 Easy
Topic: Downward communication
16-32
33. The grapevine is a formal communication network along which official, accurate information flows.

A. True
B. False
Answer: FALSE
Feedback: The grapevine is an informal organizational communication network along which unofficial
information flows quickly, if not always accurately.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
34. Groupware is a company-wide system of computer networks.

A. True
B. False
Answer: FALSE
Feedback: An intranet is a company-wide system of computer networks.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Medium
35. A disadvantage of intranets is their lack of versatility as a communication medium.

A. True
B. False
Answer: FALSE
Feedback: The advantage of intranets lies in their versatility as a communication medium.

AACSB: Analytic
Blooms: Understand
Topic: Medium
16-33
36. Intranet refers to a global system of computer networks.

A. True
B. False
Answer: FALSE
Feedback: Internet refers to a global system of computer networks.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Medium
37. A disadvantage of intranets is that they can only be used by people who have expertise in computer
software.

A. True
B. False
Answer: FALSE
Feedback: Intranets can be used for a number of different purposes by people who may have little
expertise in computer software and programming.

AACSB: Analytic
Blooms: Understand
Topic: Medium
38. Filtering occurs when senders withhold part of a message because they think the receiver does not need
the information or will not want to receive it.

A. True
B. False
Answer: TRUE
Feedback: Filtering occurs when senders withhold part of a message because they think the receiver does
not need the information or will not want to receive it. Author: It is filtering whether the sender is
correct or mistaken.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Information distortion
16-34
39. Linguistic style refers to a person’s characteristic way of speaking.

A. True
B. False
Answer: TRUE
Feedback: Linguistic style refers to a person’s characteristic way of speaking.

Blooms: Remember
Difficulty: 1 Easy
40. Managers should make people change their linguistic styles to match the organization's culture.

A. True
B. False
Answer: FALSE
Feedback: Managers should not expect to change people's linguistic styles and should not try to.

Blooms: Understand

Multiple Choice Questions

16-35
41. Which of the following is true of communication?

A. It takes place even if a common understanding is not reached.

B. It does not involve individuals and groups; hence is not a human endeavor.
C. It is a necessity for gaining a competitive advantage.
D. It affects the responsiveness to customers negatively.
E. It plays little or no role in improving the quality or efficiency.
Answer: C
Feedback: Communication is a necessity for gaining a competitive advantage.

AACSB: Analytic
Blooms: Understand
Author: Add Difficulty rating Difficulty:
42. Managers can _____ by updating the production process to take advantage of new and more efficient
technologies.

A. increase responsiveness to customers

B. increase efficiency
C. establish an electronic trail
D. cause information overload
E. lower information richness
Answer: B
Feedback: Managers can increase efficiency by updating the production process to take advantage of
new and more efficient technologies and by training workers to operate the new technologies and to
expand their skills.

AACSB: Analytic
Blooms: Understand
16-36
43. By encouraging its sales representatives to freely talk to their managers about the changing customer
needs, RST Global increased its responsiveness to customers. Which of the following is most likely to be
the factor that helped RST achieve this?

A. Low information richness

B. Overload of information
C. High perceptual bias
D. Good communication
E. Effective electronic trail
Answer: D
Feedback: Good communication can help increase responsiveness to customers.

AACSB: Analytic
Blooms: Apply
44. The process by which a message translated into symbols is interpreted to obtain the original message
back is called _____.

A. encoding
B. decoding
C. encrypting
D. ciphering
E. obscuring
Answer: B
Feedback: The process by which a message translated into symbols is interpreted to obtain the original
message is called decoding.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-37
45. In the _____ phase, a common understanding is ensured.

A. transmission
B. schema
C. initiation
D. simulation
E. feedback
Answer: E
Feedback: In the feedback phase, a common understanding is ensured.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
46. Gary wishes to share some information with his offshore team members in London. In the
communication process, Gary is the _____.

A. encoder
B. messenger
C. decoder
D. receiver
E. sender
Answer: E
Feedback: Starting the transmission phase, the sender, the person or group wishing to share information
with some other person or group, decides on the message, what information to communicate.

Blooms: Understand
Difficulty: 1 Easy
16-38
47. In the transmission phase of the communication process, the information that a sender wants to share is
known as the _____.

A. code
B. medium
C. message
D. trail
E. noise
Answer: C
Feedback: The message is the information that a sender wants to share.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Message
48. In the communication process, encoding is the process of:


B. translating a message into symbols.
D. selecting an appropriate communication medium for the information that is to be communicated.
E. deciding what message to send to the original sender.
Answer: B
Feedback: The sender translates the message into symbols or language, a process called encoding; often
messages are encoded into words.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Message
16-39
49. In the communication process, decoding is the process of:


B. deciding what message to send to the original sender.
D. coding a message into symbols or language.
E. selecting an appropriate communication medium over which information can be
effectively communicated.
Answer: C
Feedback: In a process called decoding, the receiver interprets and tries to make sense of the message.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
50. In the communication process, the feedback phase is initiated by the _____.

A. decoder
B. original sender
C. messenger
D. receiver
E. encoder
Answer: D
Feedback: The feedback phase is initiated by the receiver (who becomes a sender). The receiver decides
what message to send to the original sender (who becomes a receiver), encodes it, and transmits it
through a chosen medium. Author: Feedback did not address the question.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-40
51. Which of the following is true of feedback and the feedback phase of the communication process?

A. The feedback phase is initiated by the original sender.

B. In the feedback phase, the original sender decides what message to send to the receiver.
C. In the feedback phase, the original receiver becomes the sender.
D. Feedback gives rise to misunderstandings.
E. Feedback keeps the senders and receivers from reaching a common understanding.
Answer: C
Feedback: The feedback phase is initiated by the receiver (who becomes a sender). The receiver decides
what message to send to the original sender (who becomes a receiver), encodes it, and transmits it
through a chosen medium.

AACSB: Analytic
Blooms: Understand
Author: Add Difficulty rating. Difficulty:
52. Which of the following is an example of nonverbal communication?

A. A manager e-mailing his subordinates about an upcoming office party

B. A manager publicly praising one of his subordinates during a regular team meeting
C. A manager handing out a notice of termination to an underperforming employee
D. A manager frowning with disapproval at the sight of an employee who is dressed inappropriately
E. A manager announcing a reward for successful employee referrals in a notice posted in the office
lounge
Answer: D
Feedback: Nonverbal communication shares information by means of facial expressions (smiling,

raising an eyebrow, frowning, dropping one’s jaw), body language (posture, gestures, nods, and shrugs),
and even style of dress (casual, formal, conservative, trendy).

AACSB: Analytic
Blooms: Understand
Difficulty: 3 Hard
16-41
53. _____ is the process through which people select, organize, and interpret sensory input to give meaning
and order to the world around them.

A. Communication
B. Perception
C. Collaboration
D. Transmission
E. Feedback
Answer: B
Feedback: Perception is the process through which people select, organize, and interpret sensory input
to give meaning and order to the world around them.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Noise
54. Verbal communication involves encoding messages by means of _____.

A. spoken language
B. body language
C. dressing styles
D. facial expressions
E. body postures
Answer: A
Feedback: The encoding of messages into words, written or spoken, is verbal communication.

AACSB: Analytic
Blooms: Understand
16-42
55. _____ is the encoding of messages into written words.

A. Verbal communication
B. Nonverbal communication
C. Perceptual communication
D. Facial communication
E. Postural communication
Answer: A

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
56. The sharing of information by means of facial expressions and body language is known as _____.

A. vociferation
B. verbal communication
C. nonverbal communication
D. biased communication
E. perceptual communication
Answer: C

raising an eyebrow, frowning, dropping one's jaw), body language (posture, gestures, nods, and shrugs),

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-43
57. Joey's nodding in agreement is a form of _____.

A. verbal communication
B. nonverbal communication
C. vociferation
D. documented communication
E. catalogued communication
Answer: B

raising an eyebrow, frowning, dropping one's jaw), body language (posture, gestures, nods, and shrugs),

AACSB: Analytic
Blooms: Understand
Difficulty: 1 Easy
58. Which of the following is true of nonverbal communication?

A. It includes encoding messages into written words.

B. Messages that cannot be sent through verbal channels can’t be communicated nonverbally either.
C. It can be controlled more easily than verbal communication.
D. It reinforces verbal communication.
E. It cannot be used in congruence with verbal communication.
Answer: D
Feedback: Nonverbal communication can be used to back up or reinforce verbal communication.

AACSB: Analytic
Blooms: Understand
Difficulty: 1 Easy
16-44
59. Which of the following is true of perceptions?

A. Perceptions are not influenced by people's attitudes and moods.

B. Perceptions of senders and receivers play no role in the encoding and decoding of messages.
C. Perceptions of senders and receivers play a negligent role in choosing the communication medium.
D. Perceptions are inherently objective and are based on accurate information.
E. Perceptions, if accurate, can contribute to effective communication.
Answer: E
Feedback: Perceptions, if accurate, can contribute to effective communication.

AACSB: Analytic
Blooms: Understand
Difficulty: 1 Easy
60. The amount of information a communication medium can carry and the extent to which the medium
enables the sender and receiver to reach a common understanding is known as _____.

A. nominal information
C. information inadequacy
D. information overload
E. information distortion
Answer: B
Feedback: Information richness is the amount of information a communication medium can carry and
the extent to which the medium enables the sender and receiver to reach a common understanding.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-45
61. Which of the following communication media has the highest information richness?

A. Personally addressed written communication

B. Spoken communication electronically transmitted
C. Face-to-face communication
E. Communication by means of e-mail
Answer: C
Feedback: Face-to-face communication is the medium that is highest in information richness.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
62. Drake would often come in late to work in spite of repeated, formal warnings by his manager. Drake's
manager, Matt, lost his patience and fired him. In the event that Drake sues Matt for unjustly firing him,
which of the following, if true, would help Matt win the case?

A. Matt always promotes the use of collaboration software.

B. Matt always refuses to participate in the grapevine.
C. Matt is not particularly fond of the management by wandering around technique.
D. Matt always maintains a paper or electronic trail for all his messages.
E. Matt has a tendency toward stereotyping employees.
Answer: D
Feedback: Electronic trail refers to a kind of documentation that a message was sent and received.

Blooms: Understand
16-46
63. Which of the following is true of face-to-face communication?


B. It enables managers to receive instant feedback.
C. It increases ambiguity.
D. It allows managers to cycle through the communication process only once to reach a common
understanding.
E. It cannot be used to communicate complex information.
Answer: B
Feedback: Face-to-face communication enables managers to receive instant feedback.

AACSB: Analytic
Blooms: Understand
64. A face-to-face communication technique in which a manager goes to a work area and talks informally
with employees about issues and concerns is _____.

A. management by exception
B. management by objectives
C. micromanagement
D. macromanagement
E. management by wandering around
Answer: E
Feedback: Management by wandering around is a face-to-face communication technique in which a

manager walks around a work area and talks informally with employees about issues and concerns.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-47
65. Brian, the president of Midland Manufacturing, strolls through the production plant every morning and
has an informal chat with employees about issues and concerns. Which of the following management
techniques is used by Brian?

A. Prerogative management
B. Management by objectives
C. Management by accounting
D. Management by job enrichment
E. Management by wandering around
Answer: E
Feedback: Management by wandering around is a face-to-face communication technique in which a

manager walks around a work area and talks informally with employees about issues and concerns.

Blooms: Apply
Difficulty: 1 Easy
66. Which of the following is a disadvantage of face-to-face communication?


B. It is time consuming.
C. It results in unwanted documentation of the information exchanged.
D. It can result in ambiguity and misunderstandings.
E. It allows managers to cycle through the communication process only once.
Answer: B
Feedback: Face-to-face communication is not always the medium of choice for managers because of the
amount of time it can take and the lack of a paper or electronic trail resulting from it.

AACSB: Analytic
Blooms: Understand
16-48
67. Which of the following communication media is the second highest in information richness?

A. Face-to-face communication
B. Personally addressed written communication
C. Spoken communication electronically transmitted
E. Communication by means of formal meetings
Answer: C
Feedback: After face-to-face communication, spoken communication electronically transmitted over

phone lines (and the Internet) is second highest in information richness.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
68. Which of the following is true of spoken communication electronically transmitted over phone lines?

A. It has the highest information richness as compared to other communication media.

B. It conveys extensive amounts of information.
C. It has the potential for misunderstandings.
D. It allows managers to observe body language and facial expressions.
E. It has the lowest information richness as compared to other communication media.
Answer: B Author: C is also true; any communication medium has the potential for
misunderstanding.
Feedback: After face-to-face communication, spoken communication electronically transmitted over

phone lines is second highest in information richness. Telephone conversations can convey extensive
amounts of information.

AACSB: Analytic
Blooms: Understand
16-49
69. _____ refer(s) to company-wide systems that allow managers to send and receive verbal electronic
messages over telephone lines even when they are hundreds of miles away from the office.

A. Grapevine system
B. Voice-mail system
C. Blog
D. Instant-messaging system
E. Groupware collaborative system
Answer: B
Feedback: Voice-mail systems are company-wide systems that let senders record messages for members
of an organization who are away from their desks and allow receivers to access their messages even
when hundreds of miles away from the office.

Blooms: Apply
Difficulty: 1 Easy
Topic: Medium
70. Telecommuters are:

A. people who are employed by an organization but are permanently placed in a client location.
B. people who are employed by an organization but work out of offices in their own homes.
C. people who are employed by one organization but work for another client organization.
D. people who are always on the move, traveling back and forth to the office, attending one client
meeting after another.
E. people who are self-employed.
Answer: B
Feedback: E-mail and video technology have enabled many workers and managers to become
telecommuters—people who are employed by organizations and work out of offices in their own homes.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Virtual office
16-50
71. Which of the following forms of communication is lowest in information richness?

A. E-mail
B. Video conference
C. Management by wandering around
D. Voice mail
E. Impersonal written communication
Answer: E

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
72. The potential for important information to be ignored or overlooked (even that which is personally
addressed) while tangential information receives attention is referred to as _____.

A. noise
C. information overload
D. information distortion
E. information circle
Answer: C
Feedback: Information overload is the potential for important information to be ignored or overlooked
(even that which is personally addressed) while tangential information receives attention.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Information overload
16-51
73. Douglas put together a company newsletter to talk about general topics about the company to all of the
employees. This is an example of _____.

A. personal written communication

B. impersonal written communication
C. formal written communication
D. face-to-face communication
E. electronic verbal communication
Answer: B

Blooms: Apply
74. Which of the following is true of impersonal written communication?

A. It is highest in information richness.

B. It is addressed to particular receivers.
C. It does not allow documentation of the messages exchanged.
D. It generally does not result in feedback.
E. It cannot be retrieved electronically.
Answer: D
Feedback: Since messages in impersonal written communication are not addressed to particular
receivers, feedback is unlikely.

AACSB: Analytic
Blooms: Understand
16-52
75. The pathway along which information flows throughout an organization is called _____.

A. organizational structure
B. communication network
C. organizational culture
D. organizational design
E. cross-functional link
Answer: B
organization are called communication networks.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
76. Information flows to and from one central member of the group in a _____ network.

A. circle
B. all-channel
C. chain
D. wheel
E. cubic
Answer: D
Feedback: In a wheel network, information flows to and from one central member of the group.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-53
77. Which of the following communication networks is often found in command groups with pooled task
interdependence?

A. Circle network
B. All-channel network
C. Chain network
D. Wheel network
E. Cubic network
Answer: D
Feedback: Wheel networks are often found in command groups with pooled task interdependence.

AACSB: Analytic
Blooms: Understand
78. Which of the following is true of a wheel network?

A. In a wheel network, members communicate with one another in a predetermined sequence.

B. In a wheel network, all the members of a group need to communicate with one another to perform at
a high level.
C. In a wheel network, a group accomplishes its goals by directing communication to and from a central
member.
D. In a wheel network operating in command groups, the efficiency of communication is low.
E. In a wheel network operating in command groups, performance is compromised.
Answer: C
Feedback: In a wheel network, all group members do not need to communicate with one another to
perform at a high level, so the group can accomplish its goals by directing all communication to and
from the central member.

AACSB: Analytic
Blooms: Understand
Topic: Communication Channels
Informal communication channels
16-54
79. In which of the following communication networks do members communicate with one another in a
predetermined sequence?

A. Chain network
B. Wheel network
D. Circle network
E. Grapevine network
Answer: A
Feedback: In a chain network, members communicate with one another in a predetermined sequence.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
80. Which of the following is true of a chain network?

A. It enables flow of information to and from one central member of the group.
B. It usually does not to exist in teams.
C. It is found in groups with pooled task interdependence.
D. It does not require group members to communicate with each other.
E. It allows group members to only communicate with people who are similar to them in experiences.
Answer: B
Feedback: Chain networks tend not to exist in teams because of the limited amount of interaction among
group members.

AACSB: Analytic
Blooms: Understand
16-55
81. In which of the following communication networks do group members communicate with only those
who are similar to them in experiences, beliefs, areas of expertise, background, office location, or even
where they sit when the group meets?

A. Wheel network
B. Chain network
D. Circle network
E. Vertical network
Answer: D
group meets.

AACSB: Analytic
Blooms: Understand
82. The idea that managers tend to communicate more with other managers who share similar beliefs and
experiences is represented by which type of communication network?

A. Chain network
B. Wheel network
C. Circle network
D. Groupware network
E. All-channel network
Answer: C
group meets.

AACSB: Analytic
Blooms: Understand
16-56
83. In which of the following communication networks do group members communicate with every other
group member?

A. Circle network
B. Wheel network
D. Cubic network
E. Chain network
Answer: C
Feedback: An all-channel network is characterized by high levels of communication: Every team

member communicates with every other team member.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
84. Which of the following types of communication networks do self-managed teams within an organization
typically have?

A. Chain network
B. Cubic network
C. Circle network
D. All-channel network
E. Wheel network
Answer: D
Feedback: Top-management teams, cross-functional teams, and self-managed work teams frequently
have all-channel networks.

AACSB: Analytic
Blooms: Understand
16-57
85. The informal organizational network through which unofficial information flows is called _____.

A. the grapevine
B. the all-channel network
C. the wheel network
D. the circle network
E. the chain network
Answer: A
Feedback: The grapevine is an informal organizational communication network along which unofficial
information flows quickly, if not always accurately.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
86. A global system of computer networks that is easy to join and is used by employees of organizations
around the world to communicate inside and outside their companies is referred to as _____.

A. the Internet
B. the intranet
C. the grapevine
D. the all-channel network
E. the feedback network
Answer: A
Feedback: The Internet is a global system of computer networks that is easy to join and is used by
employees of organizations around the world to communicate inside and outside their companies.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Medium
16-58
87. An internal, company-wide system of computer networks is called a(n) _____.

A. Internet
B. intranet
C. grapevine
D. all-channel network
E. matrix network
Answer: B
Feedback: An intranet is a company-wide system of computer networks.

Blooms: Remember
Difficulty: 1 Easy
Topic: Medium
88. Computer software that enables teams to share information with each other is called _____.

A. wheel network
B. groupware
C. all-channel network
D. grapevine
E. chain network
Answer: B
Feedback: Groupware is computer software that enables members of groups and teams to share
information with one another to improve their communication and performance.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
Topic: Medium
16-59
89. Managers are most likely to successfully use groupware as a communication medium when:

A. the work is individual-based.

B. the organization has a flexible culture.
C. groupware has little support from the top management.
D. the organization rewards employees for individual performance.
E. the organization has a rigid hierarchy.
Answer: B
Feedback: Managers are most likely to successfully use groupware as a communication medium if the
culture of the organization stresses flexibility and knowledge sharing, and the organization does not have
a rigid hierarchy of authority.

AACSB: Analytic
Blooms: Understand
Topic: Medium
90. Which of the following must managers do as senders of messages?

A. They must filter the information before sending.

B. They must encode messages in symbols that only they understand to maintain confidentiality.
C. They must select a medium which they are comfortable using irrespective of its appropriateness for
the message.
D. They must select a medium that the receiver does not monitor.
E. They must ensure that a feedback mechanism is built into messages.
Answer: E
Feedback: As senders of messages, managers must ensure that a feedback mechanism is built into
messages.

AACSB: Analytic
Blooms: Remember
16-60
91. _____ is the specialized language that members of an occupation, group, or organization develop to
facilitate communication among themselves that should never be used when communicating with people
outside the occupation, group, or organization.

A. Code
B. Grapevine
C. Rumor
D. Groupware
E. Jargon
Answer: E
Feedback: Jargon is the specialized language that members of an occupation, group, or organization
develop to facilitate communication among themselves that should never be used when communicating
with people outside the occupation, group, or organization.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
92. _____ occurs when senders withhold part of the message because they think the receiver does not need
the information.

A. Noise
B. Information enrichment
C. Filtering
D. Information overload
E. Information crash
Answer: C
Feedback: Filtering occurs when senders withhold part of a message because they think the receiver
does not need the information or will not want to receive it.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-61
93. _____ occurs when the meaning of a message changes as the message passes through a series of senders
and receivers.

A. Information enrichment
B. Noise
C. Information overload
D. Information distortion
E. Information collaboration
Answer: D
Feedback: Information distortion occurs when the meaning of a message changes as the message passes
through a series of senders and receivers.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
94. Unofficial information that is of interest to the receivers within an organization but does not have an
identifiable source is known as _____.

A. jargon
B. rumor
C. noise
D. information enrichment
E. bias
Answer: B
Feedback: Rumors are unofficial pieces of information of interest to organization members but with no
identifiable source.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
16-62
95. To be a good listener, a manager should:

A. interrupt the sender when he or she is being unclear.

B. avoid looking directly at the sender to keep from embarrassing him or her.
C. paraphrase what the sender has said.
D. not ask questions.
E. repeat exactly what the sender said.
Answer: C
Feedback: Managers should paraphrase, or restate in their own words, points senders make that are
important, complex, or open to alternative interpretations; this is the feedback component so critical to
successful communication.

AACSB: Analytic
Blooms: Understand
Topic: Active listening
96. Joe is listening to Mat and trying to understand Mat's point of view. Joe is being:

A. sympathetic.
B. empathetic.
C. aesthetic.
D. a good sender.
E. optimistic.
Answer: B
Feedback: Receivers are empathetic when they try to understand how the sender feels and try to
interpret a message from the sender's perspective, rather than viewing the message from only their own
point of view.

AACSB: Analytic
Blooms: Understand
Difficulty: 1 Easy
16-63
97. A person's characteristic way of speaking is known as _____.

A. empathy
B. linguistic style
C. managerial skill
D. vocal pitch
E. jargon
Answer: B
Feedback: Linguistic style is a person's characteristic way of speaking.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
98. Eric has a unique way of speaking. He pauses a lot and speaks in a slow monotone. This characteristic
way of speaking is known as _____.

A. information distortion
B. linguistic style
C. filtering
D. vocal pitch
E. information richness
Answer: B
Feedback: Elements of linguistic style include tone of voice, speed, volume, use of pauses, directness or
indirectness, choice of words, credit taking, and use of questions, jokes, and other manners of speech.

AACSB: Analytic
Blooms: Understand
Difficulty: 1 Easy
16-64
99. Which of the following is an element of linguistic style?

A. Body language
B. Facial expression
C. Postures
D. Gestures
E. Tone of voice
Answer: C Author: The correct answer is E
Feedback: Linguistic style includes tone of voice, speed, volume, use of pauses, directness or
indirectness, choice of words, credit taking, and use of questions, jokes and other manners of speech.

AACSB: Analytic
Blooms: Remember
Difficulty: 1 Easy
100. The ways in which men communicate emphasize _____.

A. similarities
B. status differences
C. comradeship
D. team spirit
E. companionship
Answer: B
Feedback: The ways in which men communicate emphasize status differences and play up relative
strengths; the ways in which women communicate emphasize similarities and downplay individual
strengths.

AACSB: Analytic
Blooms: Remember
Essay Questions

16-65
101. Discuss the importance of good communication and its relationship to an organization's competitive
advantage.

Answer:
Feedback: An organization can gain a competitive advantage when managers strive to increase
efficiency, quality, responsiveness to customers, and innovation. Good communication is essential for
attaining each of these four goals and thus is a necessity for gaining a competitive advantage.
Managers can increase efficiency by updating the production process to take advantage of new and more
efficient technologies and by training workers to operate the new technologies and to expand their skills.
Good communication is necessary for managers to learn about new technologies, implement them in
their organizations, and train workers in how to use them. Similarly, improving quality hinges on
effective communication. Managers need to communicate to all members of an organization the meaning
and importance of high quality and the routes to attaining it. Good communication can also help increase
responsiveness to customers. When the organization members who are closest to customers, such as
department store salespeople and bank tellers, are empowered to communicate customers’ needs and
desires to managers, managers can better respond to these needs. Innovation, which often takes place in
cross-functional teams, also requires effective communication.

Blooms: Understand
Difficulty: 3 Hard
102. Define verbal and nonverbal communication. How does nonverbal communication reinforce verbal
communication?

Answer:
Nonverbal communication shares information by means of facial expressions (smiling, raising an
eyebrow, frowning, dropping one's jaw), body language (posture, gestures, nods, and shrugs), and even
style of dress (casual, formal, conservative, trendy). Nonverbal communication can be used to back up or
reinforce verbal communication. Just as a warm and genuine smile can back up words of appreciation for
a job well done, a concerned facial expression can back up words of sympathy for a personal problem. In
such cases, the congruence between the verbal and the nonverbal communication helps to ensure that a
common understanding is reached.

Blooms: Understand
16-66
103. Define information richness. What are the factors that managers must consider before selecting a
communication medium?

Answer:
Feedback: Information richness is the amount of information a communication medium can carry and
the extent to which the medium enables the sender and receiver to reach a common understanding. The
communication media that managers use vary in their information richness. Media high in information
richness can carry an extensive amount of information and generally enable receivers and senders to
come to a common understanding.
The second factor that managers need to take into account in selecting a communication medium is the
time needed for communication. The third factor that affects the choice of a communication medium is
the need for a paper or electronic trail, some kind of written documentation that a message was sent and
received.

Blooms: Understand
104. What are the different types of communication media?

Answer:
Feedback: The different types of communication media are as follows:

1. Face-to-face communication: It is the medium that is highest in information richness. When managers
communicate face-to-face, they not only can take advantage of verbal communication but also can
interpret each other’s nonverbal signals such as facial expressions and body language.
2. Spoken communication electronically transmitted: After face-to-face communication, spoken
communication electronically transmitted over phone lines (and the Internet) is second highest in
information richness.
3. Personally addressed written communication: Lower in information richness than electronically
transmitted verbal communication is personally addressed written communication. Because they are
addressed to a particular person, the chances are good that the person will actually pay attention to (and
read) them.
4. Impersonal written communication: It is lowest in information richness but is well suited for messages
that need to reach many receivers. Because such messages are not addressed to particular receivers,
feedback is unlikely Thus, managers must make sure messages sent by this medium are written clearly in
language that all receivers will understand.

Blooms: Remember
Difficulty: 3 Hard
16-67
Topic: Medium
105. What is the importance of impersonal written communication?

Answer:
messages that need to reach many receivers. Because such messages are not addressed to particular
receivers, feedback is unlikely. Thus, managers must make sure messages sent by this medium are
written clearly in language that all receivers will understand. Managers can use impersonal written
communication for various messages, including announcements of rules, regulations, policies,
newsworthy information, changes in procedures, and the arrival of new organization members.
Impersonal written communication also can convey instructions about how to use machinery or how to
process work orders or customer requests. For these kinds of messages, the paper or electronic trail left
by this communication medium can be valuable for employees. Just as with personal written
communication, impersonal written communication can be delivered and retrieved electronically, and
this is increasingly the case in companies large and small.

Blooms: Understand
16-68
106. What are communication networks? What are the different types of communication networks?

Answer:
organization are called communication networks. The different types of communication networks are:
wheel network, chain network, circle network, and all-channel network.
In a wheel network, information flows to and from one central member of the group. Other group
members do not need to communicate with one another to perform at a high level, so the group can
accomplish its goals by directing all communication to and from the central member. Wheel networks
are often found in command groups with pooled task interdependence.
In a chain network, members communicate with one another in a predetermined sequence. Chain
networks are found in groups with sequential task interdependence, such as in assembly-line groups.
When group work has to be performed in a predetermined order, the chain network is often found
because group members need to communicate with those whose work directly precedes and follows their
own.
In a circle network, group members communicate with others who are similar to them in experiences,
beliefs, areas of expertise, background, office location, or even where they sit when the group meets.
An all-channel network is found in teams. It is characterized by high levels of communication: Every
team member communicates with every other team member. Top-management teams, cross-functional
teams, and self-managed work teams frequently have all-channel networks. The reciprocal task
interdependence often found in such teams requires information flows in all directions.

Blooms: Understand
Difficulty: 3 Hard
16-69
107. When would managers most likely be able to successfully use groupware as a communication medium in
their organizations?

Answer:
Feedback: Managers are most likely to be able to successfully use groupware as a communication
medium in their organizations when certain conditions are met:
1. The work is group or team based, and members are rewarded, at least in part, for group performance.
2. Groupware has the full support of top management.
3. The culture of the organization stresses flexibility and knowledge sharing, and the organization does
not have a rigid hierarchy of authority.
4. Groupware is used for a specific purpose and is viewed as a tool that enables group or team members
to work more effectively together, not as a personal source of power or advantage.
5. Employees receive adequate training in the use of computers and groupware.

Blooms: Understand
Difficulty: 3 Hard
Topic: Medium
108. How can managers be effective as senders of messages?

Answer:
Feedback: Managers can be effective as Send messages that are clear and complete. Encode messages in
symbols that the receiver understands. Select a medium that is appropriate for the message. Select a
medium that the receiver monitors. Avoid filtering and information distortion. Ensure that a feedback
mechanism is built into messages. Provide accurate information to ensure that misleading rumors are not
spread. Author: See first sentence of feedback. Words/sentences missing.

Blooms: Understand
16-70
109. What are the communication skills that managers must possess as receivers of messages?

Answer:
Feedback: Three communication skills for managers as receivers of messages are:

1. Pay attention: To be effective, managers should always pay attention to messages they receive, no
matter how busy they are.
2. Be a good listener: Managers (and all other members of an organization) can do several things to be
good listeners.
3. Be empathetic: Receivers are empathetic when they try to understand how the sender feels and try to
interpret a message from the sender's perspective, rather than viewing the message from only their own
point of view.

Blooms: Understand
110. How can managers become better listeners?

Answer:
Feedback: Managers (and all other members of an organization) can do several things to be good
listeners. First, managers should refrain from interrupting senders in the middle of a message so that
senders do not lose their train of thought and managers do not jump to erroneous conclusions based on
incomplete information. Second, managers should maintain eye contact with senders so that senders feel
their listeners are paying attention; doing this also helps managers focus on what they are hearing. Third,
after receiving a message, managers should ask questions to clarify points of ambiguity or confusion.
Fourth, managers should paraphrase, or restate in their own words, points senders make that are
important, complex, or open to alternative interpretations; this is the feedback component so critical to
successful communication.

Blooms: Understand
16-71

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Chapter 16

Promoting Effective Communication

True / False Questions

Multiple Choice Questions

A. It takes place even if a common understanding is not reached.

A. increase responsiveness to customers

A. Low information richness

A. removing anything that hampers any stage of the communication process.

A. removing anything that hampers any stage of the communication process.

A. Feedback phase is initiated by the original sender.

A. A manager e-mailing his subordinates about an upcoming office party

A. It includes encoding messages into written words.

A. Perceptions are not influenced by people's attitudes and moods.

A. Personally addressed written communication

A. Matt always promotes the use of collaboration software.

A. It is low in information richness.

A. It is low in information richness.

A. It has the highest information richness as compared to other communication media.

A. personal written communication

A. It is highest in information richness.

A. In a wheel network, members communicate with one another in a predetermined sequence.

A. the work is individual-based.

A. They must filter the information before sending.

A. interrupt the sender when he or she is being unclear.

Comp: Ignore bold and underline.

True / False Questions

7. The process of translating a message into symbols is called decoding.

Feedback: The process of translating a message into symbols is called encoding.

11. Nonverbal communication is used as an alternative to verbal communication.

Feedback: Nonverbal communication can be used to back up or reinforce verbal communication.

Feedback: People tend to have less control over nonverbal communication.

Feedback: Perceptual biases can hamper effective communication.

Feedback: Face-to-face communication is the medium that is highest in information richness.

Feedback: One advantage of face-to-face communication and electronically transmitted verbal

20. Impersonal written communication is highest in information richness.

Feedback: An intranet is a company-wide system of computer networks.

Feedback: The advantage of intranets lies in their versatility as a communication medium.

Feedback: Internet refers to a global system of computer networks.

Feedback: Linguistic style refers to a person’s characteristic way of speaking.

Multiple Choice Questions

A. It takes place even if a common understanding is not reached.

Feedback: Communication is a necessity for gaining a competitive advantage.

A. increase responsiveness to customers

A. Low information richness

Feedback: Good communication can help increase responsiveness to customers.

Feedback: In the feedback phase, a common understanding is ensured.

Feedback: The message is the information that a sender wants to share.

A. removing anything that hampers any stage of the communication process.

A. removing anything that hampers any stage of the communication process.

A. The feedback phase is initiated by the original sender.

A. A manager e-mailing his subordinates about an upcoming office party

Feedback: Nonverbal communication shares information by means of facial expressions (smiling,

54. Verbal communication involves encoding messages by means of _____.

Feedback: Nonverbal communication shares information by means of facial expressions (smiling,

Feedback: Nonverbal communication shares information by means of facial expressions (smiling,

A. It includes encoding messages into written words.

Feedback: Nonverbal communication can be used to back up or reinforce verbal communication.

A. Perceptions are not influenced by people's attitudes and moods.

Feedback: Perceptions, if accurate, can contribute to effective communication.

A. Personally addressed written communication

Feedback: Face-to-face communication is the medium that is highest in information richness.

A. Matt always promotes the use of collaboration software.

A. It is low in information richness.