CHAPTER 2

Getting the Message Across

Multiple Choice Questions
1) Communication theory does not help to explain ________.
a) why communication breaks down
b) why certain symbols mean different things
c) what happens when we communicate
d) how we learn to speak

2) In communication theory, ________ refers to the study of how meaning is assigned and
understood.
a) rhetoric
b) semantics
c) cybernetics
d) semiotics

3) Communication is not ________.

a) solitary
b) situated
c) relational
d) transactional

4) All of the following are examples of feedback except ________.

a) nodding one's head during a conversation
b) offering to get coffee or tea for someone else
c) replying to an e-mail message
d) saying "ummm" while someone else talks

5) In communication, emotional interference can occur when the sender or receiver ________.
a) is unable to process a complex message
b) has broken up with his or her partner
c) just won a free trip to the Caribbean
d) is hungry

6) In communication, age and cultural gaps are examples of ________.

a) semantic interference
b) physical interference
c) environmental interference
d) emotional interference

7) In communication, physical interference includes ________.

a) a lost pen
b) a wall between offices
c) a crowded hallway
d) the office computer system crashing

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8) In communication, bypassing is a type of ________.
a) semantic interference
b) channel overload
c) environmental interference
d) information overload

9) Communications researcher and UCLA professor Albert Mehrabian found that, in spoken
communication, 7 per cent of the meaning is ________.
a) in the words that are spoken
b) a secret
c) in non-verbal expression
d) paralinguistic

10) In terms of non-verbal communication, a job candidate who says she is "confident" but rarely
makes eye contact during the interview is demonstrating ________.
a) contradiction
b) repetition
c) substitution
d) regulation

11) In terms of non-verbal communication, nodding one's head is an example of ________.

a) paralanguage
b) kinesics
c) proxemics
d) chronemics

12) ________ are gestures that control interaction, such as leaning forward to signal entry into a
conversation.
a) Emblems
b) Adaptors
c) Illustrators
d) Regulators

13) People in high-context cultures attach great importance to ________.

a) focus on "I"
b) the context
c) the explicit message
d) eye contact

14) When speaking with someone from another culture, always ________.
a) use extremely simple language
b) pay attention to non-verbal clues
c) speak as you would to someone who is fluent in your own language
d) correct their English

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15) The elements of the communication process are ________.
a) writer, network, reader, and reaction
b) sender, network, receiver, and feedback
c) sender, network, receiver, and reaction
d) sender, channel, receiver, and feedback

16) Providing too many details for the technical knowledge of the reader would be an example of
________.
a) information capacity
b) information overload
c) network overload
d) channel overload

17) In communication, semantic interference occurs when ________.

a) the sender uses too much jargon
b) the receiver interprets the meaning incorrectly
c) the sender uses words with multiple meanings
d) the receiver is too analytical

18) If a listener says she agrees, but raises her eyebrows to suggest she's having doubts,
________.
a) she thinks you should send her an e-mail instead of talking to her
b) she is reacting to your spelling mistakes
c) she is sending a mixed message
d) she is being indecisive

19) "Aaah," "ummm," and "you know" are examples of ________.

a) body language
b) pseudolanguage
c) non-language
d) paralanguage

20) Kinesics is the study of ________.

a) non-language
b) paralanguage
c) body language
d) pseudolanguage

21) Kinesics is an important area of study that helps speakers to understand the listener's
________.
a) self-image
b) sense of intimate distance
c) hidden agenda
d) facial expressions

22) Upward communication, from subordinates to superiors, ________.

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 a) helps managers feel good about their performance
b) should not interfere with day-to-day operations
c) can be difficult due to differences in status
d) is best kept formal

23) Downward communication, from superiors to subordinates, ________.

a) can hurt morale during difficult times
b) relies on a loose, flexible chain of command
c) can travel from person to person in a chain
d) is used most often to solicit feedback from workers

24) Horizontal communication, between people at the same level, ________.

a) should be conducted in writing to avoid complications
b) can be conducted by e-mail, phone, or personal contact
c) can be more difficult in flattened hierarchies
d) should be managed from the top down

25) Verbal communication with people from other cultures involves ________.
a) using first names to show sincerity and friendliness
b) teaching them how you like to do business
c) stopping from time to time to see if they are following what you are saying
d) not insulting them by using simple language

26) Effective written communication with cross-cultural readers does not involve ________.
a) using humour, irony, or sarcasm
b) reformatting your work to suit their standards or customs
c) using words that can be found in a dictionary
d) saying "please" and "thank you"

27) Effective written communication with cross-cultural readers does not involve ________.
a) being polite
b) simple language
c) slang
d) considering formats

28) Communicators in low-context cultures ________.

a) rely on what is said rather than how it is said
b) mean "yes" when they say "no"
c) require substantial background information
d) value interpersonal relationships

29) Communicators in high-context cultures ________.

a) expect logic to be linear
b) expect messages to be transmitted through words and non-verbal cues
c) expect messages to be explicit and detailed
d) expect messages to be professional

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30) Low-context cultures place value on ________.
a) using language to improve understanding
b) facial expressions and body language
c) an ability to demonstrate respect
d) efficiency

31) The word communication derives from the Latin word meaning ________.
a) speech
b) insight
c) common
d) people

32) A "situated" characteristic of the communication process means that it is ________.

a) stationary
b) interacting based on one point of view
c) embedded in a particular environment or socio-cultural context
d) not moving from one place

33) Social competence includes the ability to ________.

a) be self-aware
b) understand other people's mood, motives, and behaviours
c) stay in touch with your emotions and use this awareness to manage behavioural
tendencies
d) self-manage

34) Dyadic refers to ________.

a) two people
b) two meanings
c) two questions
d) two methods of communication

35) Interpersonal communication involves attitudes, behaviours, and cognition, and the roles they
play in creating and managing ________.
a) corporations
b) conflict
c) relationships
d) meetings

36) When deciding what to wear in the workplace, you need to consider ________.
a) how much money you can spend on clothes
b) what your boss wears
c) comfort
d) your role, interactions, and location

37) The study of the use and interpretation of time in non-verbal communication is called

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 ________.
a) proxemics
b) polemics
c) chronemics
d) vocalics

38) A closed body position is distinguished by ________.

a) legs close together or crossed
b) hands in pockets
c) crossed arms
d) all of the above

39) Building plasticity in non-verbal communication includes the ability to ________.

a) control non-verbal displays to suit social situations
b) follow the rules
c) get to meetings on time
d) speak slowly and clearly

40) Being an effective communicator, means reducing the margin for which of the following?
a) uncertainty
b) purpose
c) time
d) sensitivity

True or False Questions

1) The sender must decode a message so that the receiver can understand it.

2) The channel is the medium chosen by the sender for transmitting the message.

3) The receiver's life experience is a key part of how he or she responds to a message.

4) According to the theory of "noise," the receiver's emotional reaction is an important part of
the communication process.

5) Too much information in the channel is advantageous in corporate communications.

6) Non-verbal clues to the receiver's reactions are easily interpreted.

7) According to Edward T. Hall's spatial zones, in social business conversations, the sender and
receiver of a message are generally more than 3 metres apart.

8) Active listening is an important skill that involves paying attention to the emotional meaning
of a message as well as to the literal meaning.

9) Chatter in the coffee room is not a good source of information.

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10) Upward communication can be solicited or unsolicited.

11) Horizontal communication is the most productive form for hierarchical organizations.

12) When speaking with people from other cultures, it helps to speak slowly and to use simple
English if you think you are not being understood.

13) First names should not be used when first contacting an international colleague.

14) Humour and sarcasm should not be used in intercultural communication.

15) Culture is something we are born with, not something we learn.

16) Body language is also known as kinesics.

17) Encoding is also known as emotional sensitivity.

18) Chronemics refers to the study of the use and interpretation of time in non-verbal
communication.

19) Self-disclosure is the act of revealing personal information to others.

20) In the communication process, the channel is also known as the transmitter.

21) Personal competence is the ability to understand other people's moods, motives, and
behaviour in order to improve relationships.

22) Communication theory explains how we learned to read.

23) International communication requires cultural intelligence.

24) Mass communication is an interaction in which a small group of people sends a message to a
large anonymous audience.

25) In spoken communications containing an emotional or attitudinal element, 95 per cent of the
meaning is in non-verbal expression.

Short Answer Questions

1) At which stage of the communication process can barriers occur?

2) Outline the parts of the transactional communication model.

3) What is the role of "feedback" in the communication process?

4) What are two barriers to effective communication?

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5) What is an example of semantic interference?

6) What is information overload?

7) What is paralanguage and why is it important?

8) What is "kinesics"?

9) What are Hall's four territorial zones of personal space? In what circumstances is each
appropriate?

10) What role does eye contact play in communication?

11) In what ways can external communication help a business?

12) What is the process of active listening?

13) What is a formal communications network?

14) What is an informal oral network?

15) What is the importance of an upward communication flow?

16) What are the purposes of horizontal, or lateral, communication flow?

17) What steps should you take to be a good listener?

18) What are some examples of the different levels of formality between cultures?

19) What are the features of a typical business conversation in a low-context culture?

20) What are the differences between business communications in low- and high-context
cultures?

21) What are the five key dimensions of culture as identified by Geert Hofstede?

22) Ekman and Friesen have categorized gestures into which five types?

23) Explain the three general domains of non-verbal skills and abilities.

24) Explain the general functions of business communication.

25) List settings in which you might communicate interculturally.

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 ANSWER KEY

Multiple Choice Questions

1) d (p. 45) 15) d (pp. 46–47) 29) b (p. 66)
2) d (p. 45) 16) b (p. 48) 30) d (p. 65)
3) a (p. 46) 17) c (p. 48) 31) c (p. 45)
4) b (p. 47) 18) c (p. 48) 32) c (p. 46)
5) b (p. 48) 19) d (p. 56) 33) b (p. 50)
6) c (p. 48) 20) c (p. 57) 34) a (p. 49)
7) d (p. 48) 21) d (p. 56) 35) c (p. 49)
8) a (p. 48) 22) c (p. 62) 36) d (pp. 58–59)
9) a (p. 53) 23) c (p. 62) 37) c (p. 56)
10) a (p. 54) 24) b (p. 63) 38) d (p. 57)
11) b (p. 57) 25) c (p. 67) 39) a (p. 51)
12) d (p. 57) 26) a (p. 68) 40) a (p. 49)
13) b (p. 65) 27) c (p. 68)
14) b (p. 67) 28) a (p. 65)

True or False Questions

1) F (pp. 46–47) 10) T (p. 62) 19) T (p. 50)
2) T (p. 47) 11) F (pp. 62–63) 20) F (pp. 46–47)
3) T (p. 47) 12) T (p. 67) 21) F (p. 50)
4) T (pp. 46–48) 13) T (p. 67) 22) F (p. 45)
5) F (p. 48) 14) T (p. 68) 23) T (p. 67)
6) F (p. 48) 15) F (p. 64) 24) T (p. 52)
7) F (pp. 55–56) 16) T (p. 57) 25) F (p. 53)
8) T (p. 61) 17) F (p. 46)
9) F (p. 61) 18) T (p. 56)

Short Answer Questions

1) Barriers can occur at any stage in the communication process. In particular, barriers can
occur when the sender encodes the message and when the receiver decodes the message. (pp.
47–49)
2) The transactional communication model involves a sender, who encodes a message and
transmits it through a channel to the receiver, who decodes the message and provides
feedback to the sender. Noise may occur during the encoding and decoding of a message.
Sender: the participant in the transaction who has an idea and communicates it by encoding it
in a message. Encoding: the act of converting ideas into code in order to convey a written,
oral, or non-verbal message. Message: any type of oral, written, or non-verbal
communication that is transmitted by a sender to an audience. Receiver: the person for whom
a message is intended, who decodes the message by extracting meaning from it. Decoding:
the act of extracting meaning from spoken, written, and non-verbal communication.
Feedback: the receiver's response to a message that confirms if the original message was
received and understood. (pp. 46–47)

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3) Feedback is the receiver's response to a message that confirms if the original message was
received and understood. Feedback can be non-verbal (e.g., nod of a head during a face-to-
face conversation), or oral (e.g., "umms" and "ahhs" heard during a telephone conversation),
or written (e.g., an e-mail message reply that gives the receiver's reaction). Feedback is a key
part of communication, allowing for clarification and making sure that the message was
understood. If you do not make provision for feedback, and choose a medium in which
feedback is delayed when it is needed right away, it can bring the communication process to
a frustrating end. (p. 47)
4) Students may discuss any two of the following: channel overload, information overload,
emotional interference, semantic interference (including bypassing), physical and technical
interference, mixed messages, channel barriers, environmental interference, or noise. (p. 48)
5) An example of a semantic interference is bypassing. Bypassing is when misunderstanding
results from the receiver inferring a different message based on the different meanings of the
words that are used. Shifts in meaning, faulty diction, and misplaced emphasis can all lead to
miscommunication. (p. 48)
6) Information overload is a common barrier to communication. It is a condition whereby a
receiver cannot process all messages due to their increasing number. Too much information
can leave receivers feeling annoyed and confused. (p. 48)
7) Paralanguage is an important part of non-verbal communication. Paralanguage (vocalics)
refers to the acoustic or non-verbal vocal qualities of communication—the way in which a
message is spoken in terms of three classes of vocalic cues: vocal qualities, vocal
characteristics, and vocal segregates. These voice patterns, because they can reveal
underlying emotions and are used to infer personality traits, sometimes come across more
strongly than the actual words that are spoken, at times creating mixed messages when the
words and vocal cues clash. Becoming an effective speaker is a matter of learning to
capitalize on paralanguage and the specific qualities of your own voice to complement and
reinforce the words you use. (pp. 56–57)
8) Kinesics is a field of research that examines communication through body movements, based
on the assumption that all humans act and react to situations both verbally and non-verbally.
The meaning of these signals and their positive and negative value can shift depending on the
receiver's culture, personality, and experience. Body language (kinesics) is non-verbal
communication conveyed by gestures, eye contact, posture, and facial expression. Image can
also play a role in kinesics. (p. 57)
9) (1) Intimate distance (46 centimetres): for interacting with family and close friends. (2)
Personal distance (46 centimetres–1.2 metres): for communicating among close business
associates. (3) Social distance (1.2 metres–3 metres): for business conversations. (4) Public
distance (beyond 3 metres): for formal business exchanges and public speeches. (pp. 55–56)
10)Eye contact is a powerful form of communication that can mean different things based on its
degree, duration, and context. Eye contact can mean different things in different cultures.
Direct and purposeful eye contact is a sign of honesty, sincerity, respect, and recognition.
However, more than a passing glance between strangers can make both parties
uncomfortable. Prolonged eye contact in any situation may be seen as intimidation. Averting
the eyes can communicate stress or dishonesty. Deliberately averting the eyes can indicate
anger or a lack of interest, although in some cultures it is interpreted as a sign of deference.
Knowing how to maintain good eye contact is important to the success of public speakers
and presenters, who may use it as a way of holding an audience and evaluating their

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 receptivity, levels of interest, and attitudes. (pp. 57–58)
11)Through external communication, organizations establish themselves in the marketplace;
foster good public and media relations; and work to keep their operations functional,
efficient, and productive. Some of the functions of external communication are to influence
consumer decisions through advertising and promotion, process orders and collect payment,
answer customer service inquiries and handle complaints, respond to government agencies,
and carry out purchase transactions. While the general functions of business communications
are to inform, persuade, and promote goodwill, it is the third function that is becoming
increasingly important in external communication. (p. 60)
12)Active listening involves paying close attention to the literal and emotional meaning of a
message and a level of responsiveness that shows the speaker the message was both heard
and understood. Part of this process involves developing an awareness of cognitive
dissonance—the tendency to reject a message based on personal value systems. Asking
questions, anticipating what will be said next, reviewing and paraphrasing points that have
already been made, and observing non-verbal cues are active listening techniques that let you
focus on the speaker's main idea and essential message. (p. 61)
13)A formal communications network defines the manner in which messages such as letters,
memos, reports, and proposal are sent according to a company's organizational structure or
chain of command. This hierarchical structure is often laid out in the form of a chart. Once
mapped out, an effective communication system establishes the lines of communication—
how certain types of messages flow within the company hierarchy and at what level each
message should be aimed. In other words, a formal communications network is a system of
communication sanctioned by organizational management. (p. 61)
14)An informal oral network, also known as a grapevine, is an unofficial internal communication
pathway that carries gossip and rumours—sometimes accurate, sometimes not. These
networks develop when people socialize by talking about work—chatting around the water
cooler, trading unofficial news in the coffee room, or exchanging gossip over lunch. Passed
from one person to the next, according to a pattern of serial communication, a message that
travels through the grapevine spreads quickly but may not be totally reliable or accurate. (p.
61)
15)Upward communication flows, which channel information from subordinates to superiors,
can be very beneficial to organizations that take it seriously enough to foster a climate of
openness and trust in which opinions and ideas can be voiced freely. It may involve solicited
feedback or unsolicited suggestions. These types of communication can help upper
management stay in touch with workplace realities and give subordinates a valuable
opportunity to provide input. (p. 62)
16)Some purposes of horizontal communication are to share information, to solve problems, and
to coordinate and harmonize activities so each department knows what the other is doing in
order to avoid duplication of initiatives. Overall, horizontal communication flow enables
individuals at the same organizational level to share ideas and exchange information. (p. 63)
17)Don't interrupt. Be patient and allow the speaker to finish a thought. Don't be too ready to
jump in and offer to elaborate. Practise active listening. Concentrate on the speaker's
message. If necessary, ask questions or restate the message to focus your listening. Be
sensitive and patient. Don't assume that a person who can speak English will automatically
understand every word you say. Recognize the challenges the speaker may face
communicating in an adopted language. (p. 67)

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18)Addressing someone on a first-name basis and being direct may be acceptable in some
cultures but undesirable in others, where reserve, deference, ceremony, and social rules play
a bigger role in business communication. (pp. 66–68)
19)The information being discussed is explicit and detailed so the message is clearly understood.
Messages being discussed are professional, efficient, and linear in their logic. Business
associates can say "no" directly to each other during the conversation. (p. 65)
20)Low-context cultures (such as those in Germany, Scandinavia, and North America) convey
their meaning exclusive of the context of a situation. Meaning depends on what is said—the
literal content of the message—rather than how it is said. Low-context cultures value
individualism and the self-assertion that they regard as the means to achievement and
success. In high-context cultures (such as Japan, China, Korea, and Arab countries),
communication relies heavily on non-verbal, contextual, and shared cultural meanings.
Information is transmitted not through words alone but through non-verbal cues such as
gestures, voice inflection, and facial express, which can have different meanings in different
cultures. Meaning is determined not by what is said but how it is said and by how social
implications such as the communicator's status and position come into play. (pp. 65–66)
21)(1) Power distance, (2) uncertainty avoidance, (3) individualism vs. collectivism, (4)
masculinity vs. femininity, and (5) short-term vs. long-term orientation. (pp. 64–65)
22)Emblems, illustrators, affect displays, regulators, and adaptors. (pp. 57–58)
23)(1) Encoding (emotional expressivity): the ability to send non-verbal messages accurately to
others. (2) Decoding (emotional sensitivity): the ability to accurately read another person's
non-verbal cues. (3) Regulation: The ability to control one’s non-verbal displays and
expressive behaviour to suit social situations. Regulation may require a deeper awareness of
the subconscious choices that result in non-verbal displays and the meaning that other people
infer from those displays. (p. 55)
24)The general functions of business communication are to inform, persuade, and promote
goodwill and create a favourable impression. (p. 60)
25)Settings in which you might communicate interculturally include in multicultural
organizational work teams or in interactions with individuals on the job, in multinational
teams when working with partnered organizations, in international audiences when working
on assignment overseas, in global leadership, or in cross-cultural negotiations. (pp. 66–67)

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