Fundamentals of Management Seventh Canadian Edition Canadian 7th Edition Robbins Test Bank Download

Fundamentals of Management, 7ce
Chapter 6: Communication and Information Technology
Fundamentals of Management Seventh Canadian

Edition Canadian 7th Edition Robbins DeCenzo and
Coulter ISBN 0132606925 9780132606929
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1. Facebook encourages more face-to-face communications and is widely seen as a great vehicle to
strengthen quality relationships and improve depth of communications with more emotional rewards.
a true
b false
Difficulty: 2
QuestionID: 6-1
Skill: Applied
Objective: 6.2 Why does communication break down?
Miscellaneous: AACSB - Communication
Answer: b. false
2. Good communication is often erroneously defined by the communicator as agreement with the
message instead of clearly understanding the message.
a true
b false
Difficulty: 2
QuestionID: 6-2
Skill: Recall
Objective: 6.1 What are the functions of communication?
Answer: a. true
3. One advantage of a written communication is that it provides a record of the information.
a true
b false
Copyright © 2014 Pearson Canada Inc. 6-1

Difficulty: 2
QuestionID: 6-3
Skill: Recall
Answer: a. true
4. A channel is an actual physical product.
a true
b false
Difficulty: 2
QuestionID: 6-4
Skill: Recall
Answer: b. false
5. In order to be sent, a message needs to be decoded.
a true
b false
Difficulty: 2
QuestionID: 6-5
Skill: Recall
Answer: b. false
6. Nonverbal communication is a minor part of the communication that takes place during a conversation.
a true
b false
Difficulty: 2
QuestionID: 6-6
Skill: Recall
Answer: b. false
7. Verbal intonation can be a part of written communication.
a true
b false

Difficulty: 2
QuestionID: 6-7
Skill: Recall
Answer: b. false
8. Communication is defined as the transfer and receipt of messages.
a true
b false
Difficulty: 2
QuestionID: 6-8
Skill: Recall
Answer: b. false
9. Organizational communication includes all the patterns, networks, and systems of communication
within an organization.
a true
b false
Difficulty: 1
QuestionID: 6-9
Skill: Recall
Answer: a. true
10. Organizational communication is important to managers, while interpersonal communication

generally is only important for subordinates.
a true
b false
Difficulty: 2
QuestionID: 6-10
Skill: Recall
Answer: b. false
11. During the communication process, the message is converted to symbolic form, called encoding.
a true
b false

Difficulty: 1
QuestionID: 6-11
Skill: Recall
Answer: a. true
12. Disturbances that interfere with the transmission, receipt, or feedback of a message are called noise.
a true
b false
Difficulty: 1
QuestionID: 6-12
Skill: Recall
Answer: a. true
13. Active listening requires making super-quick judgments while a person is speaking.
a true
b false
Difficulty: 3
QuestionID: 6-13
Skill: Recall
Answer: b. false
14. The purpose of feedback is to ensure that a message was received and understood.
a true
b false
Difficulty: 2
QuestionID: 6-14
Skill: Recall
Answer: a. true
15. Jargon never improves communication.
a true
b false

Difficulty: 2
QuestionID: 6-15
Skill: Applied
Answer: b. false
16. Emotions can cause a single message to be interpreted in two different ways.
a true
b false
Difficulty: 2
QuestionID: 6-16
Skill: Recall
Answer: a. true
17. Selective perception involves deception on the part of the person sending a message.
a true
b false
Difficulty: 2
QuestionID: 6-17
Skill: Recall
Answer: b. false
18. An example of filtering is telling your boss what she wants to hear.
a true
b false
Difficulty: 2
QuestionID: 6-18
Skill: Recall
Answer: a. true
19. The final link in the communication process is decoding.
a true
b false

Difficulty: 1
QuestionID: 6-19
Skill: Recall
Answer: b. false
20. Illegible print, phone static, and background sounds from machinery or co-workers all represent forms
of noise in the communication process.
a true
b false
Difficulty: 2
QuestionID: 6-20
Skill: Applied
Answer: a. true
21. Teleconferences rate low in terms of confidentiality but fairly high in terms of feedback potential.
a true
b false
Difficulty: 3
QuestionID: 6-21
Skill: Recall
Answer: a. true
22. Emails rate high on breadth potential but fairly low on the time-space constraint criterion.
a true
b false
Difficulty: 3
QuestionID: 6-22
Skill: Recall
Answer: a. true
23. Nonverbal communication is any form of communication that is not spoken.
a true
b false

Difficulty: 3
QuestionID: 6-23
Skill: Recall
Answer: b. false
24. The best-known types of nonverbal communication are body language and paralinguistics.
a true
b false
Difficulty: 2
QuestionID: 6-24
Skill: Recall
Answer: a. true
25. Verbal intonation refers to the emphasis someone gives to words or phrases that convey meaning.
a true
b false
Difficulty: 2
QuestionID: 6-25
Skill: Recall
Answer: a. true
26. Information overload occurs when the information a person has to work with exceeds his or her
processing capacity.
a true
b false
Difficulty: 1
QuestionID: 6-26
Skill: Recall
Answer: a. true
27. Listening for full meaning without making premature judgments or interpretations is called passive
listening.
a true
b false

Difficulty: 2
QuestionID: 6-27
Skill: Recall
Answer: b. false
28. Bill is known to verbally attack others and make sarcastic remarks when he is questioned on his work
practices. Bill's behaviour can best be described as selective perception.
a true
b false
Difficulty: 1
QuestionID: 6-28
Skill: Applied
Answer: b. false
29. According to the textbook, the average listener can comprehend more than 1200 words per minute.
a true
b false
Difficulty: 2
QuestionID: 6-29
Skill: Recall
Answer: b. false
30. Formal communication refers to communication that follows the official chain of command or is part
of the communication required to do one's job.
a true
b false
Difficulty: 1
QuestionID: 6-30
Skill: Recall
Objective: 6.3 How does communication flow in organizations?
Answer: a. true
31. Informal communication may take place when employees talk with each other in the lunchroom, as
they pass in hallways, or as they're working out at the company's exercise facility.
a true
b false

Difficulty: 1
QuestionID: 6-31
Skill: Recall
Answer: a. true
32. Any communication that flows between managers and employees is called downward communication.
a true
b false
Difficulty: 2
QuestionID: 6-32
Skill: Recall
Answer: b. false
33. Upward communication is used to inform, direct, coordinate, and evaluate employees.
a true
b false
Difficulty: 2
QuestionID: 6-33
Skill: Recall
Answer: b. false
34. Communication that cuts across both work areas and organizational levels is lateral communication.
a true
b false
Difficulty: 3
QuestionID: 6-34
Skill: Recall
Answer: b. false
35. According to the textbook, the increased use of email facilitates diagonal communication.
a true
b false

Difficulty: 2
QuestionID: 6-35
Skill: Recall
Answer: a. true
36. In the chain network, communication flows according to the formal chain of command, both
downward and upward.
a true
b false
Difficulty: 2
QuestionID: 6-36
Skill: Recall
Answer: a. true
37. The unified network represents communication flowing between a clearly identifiable and strong
leader and others in a work group or team.
a true
b false
Difficulty: 2
QuestionID: 6-37
Skill: Recall
Answer: b. false
38. In the wheel network, the leader serves as the hub through which all communication passes.
a true
b false
Difficulty: 2
QuestionID: 6-38
Skill: Recall
Answer: a. true
39. Email is considered private communication and organizations rarely take the position that they have a
right to read employees' email.
a true
b false

Difficulty: 2
QuestionID: 6-39
Skill: Applied
Objective: 6.4 How does information technology affect organizational communication?
Miscellaneous: AACSB - Technology
Answer: b. false
40. To construct more effective emails, experts recommend that you always include a subject line.
a true
b false
Difficulty: 3
QuestionID: 6-40
Skill: Recall
Answer: a. true
41. Teleconferencing allows a group of people to confer simultaneously using telephone or email group
communications software.
a true
b false
Difficulty: 1
QuestionID: 6-41
Skill: Recall
Answer: a. true
42. Communication is the transfer and understanding of __________.
ideas
concepts
meaning
words
messages
Difficulty: 1
QuestionID: 6-42
Skill: Recall
Answer: meaning

43. Which communication sequence is correct?
sender ⇒ decoding ⇒ channel ⇒ encoding ⇒ receiver

sender ⇒ channel ⇒ medium ⇒ decoding ⇒ receiver
source ⇒ sender ⇒ encoding ⇒ decoding ⇒ receiver
sender ⇒ encoding ⇒ channel ⇒ decoding ⇒ receiver
Difficulty: 2
QuestionID: 6-43
Skill: Recall
Miscellaneous: AACSB - Analytic Skills
Answer: sender ⇒ encoding ⇒ channel ⇒ decoding ⇒ receiver
44. In order to transmit a message, the thought originating with the sender must be ________ to symbolic
form.
decoded
encoded
deciphered
expanded
Difficulty: 2
QuestionID: 6-44
Skill: Recall
Answer: encoded
45. A spelling mistake in a message is an example of ________.
an encoding error
a decoding error
a transmission error
a receiver error
Difficulty: 2
QuestionID: 6-45
Skill: Applied
Answer: an encoding error
46. Reading is an example of which communication step?
feedback
encoding
sending
decoding

Difficulty: 2
QuestionID: 6-46
Skill: Applied
Answer: decoding
47. For communication to be successful, meaning must be imparted and __________.
received by the other person

distributed
feedback established
understood
transmitted
Difficulty: 2
QuestionID: 6-47
Skill: Recall
Answer: understood
48. Communication between two or more people is called __________ communication.
organizational
interpersonal
informal
intrapersonal
lateral
Difficulty: 1
QuestionID: 6-48
Skill: Recall
Answer: interpersonal
49. The purpose of feedback is to determine whether a message was ________.
received
received and understood
worth sending
verbal or nonverbal
Difficulty: 2
QuestionID: 6-49
Skill: Recall
Answer: received and understood

50. In the interpersonal communication process, a purpose to be conveyed is called a __________.
rationale
feedback loop
channel
symbol
message
Difficulty: 1
QuestionID: 6-50
Skill: Recall
Answer: message
51. __________ consists of all the patterns, networks, and systems of communication within an
organization.
The grapevine
Interpersonal communication
Organizational communication
Formal communication
Total effective communication
Difficulty: 2
QuestionID: 6-51
Skill: Recall
Answer: Organizational communication
52. Converting a message into symbols is called __________.
decoding
encoding
deciphering
filtering
translating
Difficulty: 1
QuestionID: 6-52
Skill: Recall
Answer: encoding
53. The receiver translates a sender's message through a process called __________.
decoding
encoding
reinstating
filtering
feedback

Difficulty: 1
QuestionID: 6-53
Skill: Recall
Answer: decoding
54. Disturbances that interfere with the transmission, receipt, or feedback of a message are called
__________.
feedback
media
channel barriers
noise
distortion
Difficulty: 2
QuestionID: 6-54
Skill: Recall
Answer: noise
55. All of the following are example of noise except __________.
illegible print
phone static
loud background music
inattentive receiver
feedback loop
Difficulty: 2
QuestionID: 6-55
Skill: Applied
Answer: feedback loop
56. Face-to-face conversations, emails, and company-wide memos are all examples of __________.
noise
channels
feedback
distortion
networks
Difficulty: 2
QuestionID: 6-56
Skill: Applied
Answer: channels

57. The final link in the communication process is __________.
encoding
decoding
translating
feedback
agreement
Difficulty: 1
QuestionID: 6-57
Skill: Recall
Answer: feedback
58. Which part of the communication process provides a check to the sender on whether understanding
has been achieved?
noise
encoding
decoding
feedback
verification
Difficulty: 2
QuestionID: 6-58
Skill: Recall
Answer: feedback
59. Which of the following describes the number of different messages that can be transmitted using a
particular method of communication?
complexity capacity
breadth potential
time-space constraint
encoding ease
scanability
Difficulty: 3
QuestionID: 6-59
Skill: Recall
Answer: breadth potential
60. Complexity capacity refers to the degree to which the communication method __________.
allows the receiver to easily and quickly decode messages

can transmit different types of messages
effectively processes complex messages
allows the message to be easily browsed for relevant information
conveys interpersonal warmth

Difficulty: 3
QuestionID: 6-60
Skill: Recall
Answer: effectively processes complex messages
61. An example of a nonverbal communication would be a __________.
project outline on the blackboard

student with a hand raised
billboard advertisement
written note
street sign
Difficulty: 1
QuestionID: 6-61
Skill: Recall
Answer: student with a hand raised
62. When students begin putting their books, notebooks, and papers away, they are using which type of
interpersonal communication to tell their instructor that the class is over?
diagonal
formal
nonverbal
noise
active listening
Difficulty: 2
QuestionID: 6-62
Skill: Applied
Answer: nonverbal
63. Gestures, facial expressions, and leaning toward a person are all examples of __________.
verbal intonation
body language
noise
feedback
distractions
Difficulty: 1
QuestionID: 6-63
Skill: Recall
Answer: body language

64. The emphasis that is given to words and the tone or pitch used in speaking are all examples of
__________.
verbal intonation
body language
noise
feedback
message posture
Difficulty: 1
QuestionID: 6-64
Skill: Recall
Answer: verbal intonation
65. Which of the following is a barrier to effective interpersonal communication?
empathy
simplified language
feedback
active listening
emotions
Difficulty: 2
QuestionID: 6-65
Skill: Recall
Answer: emotions
66. When a person tells his or her manager what the manager wants to hear, that individual is using which
barrier to effective interpersonal communication?
filtering
selective perception
feedback
defensiveness
projection
Difficulty: 2
QuestionID: 6-66
Skill: Recall
Answer: filtering
67. The deliberate manipulation of information to make it appear more favourable to the receiver is called
__________.
active listening
creative interpretation
projection
filtering
optimistic decoding

Difficulty: 1
QuestionID: 6-67
Skill: Recall
Answer: filtering
68. Filtering tends to be more prevalent in which kind of organization?
organic
highly vertical
highly horizontal
non-mechanistic
Difficulty: 2
QuestionID: 6-68
Skill: Applied
Answer: highly vertical
69. The extent of filtering within an organization tends to be a function of the number of vertical levels in
the organization, and of the __________.
degree of centralization
organizational culture
degree of formalization
chain of command
type of departmentalization
Difficulty: 2
QuestionID: 6-69
Skill: Recall
Answer: organizational culture
70. __________ refers to the fact that individuals don't see reality, but interpret what they see based on
their needs, motivation, experience, background, and other personal characteristics.
Filtering
Emotions
Selective perception
Language
Feedback
Difficulty: 2
QuestionID: 6-70
Skill: Recall
Answer: Selective perception

71. When an auto executive fails to notice an important demographics report in her overstuffed inbox
before going to a meeting, she is likely to be suffering from __________.
information overload
emotion
filtering
gender
Difficulty: 2
QuestionID: 6-71
Skill: Applied
Answer: information overload
72. Auto company engineers want technical terms such as limited slip differential used in car ads. Ad
execs, on the other hand, don't want these terms used. The cause of their disagreement is ________.
emotion
language
gender
Difficulty: 2
QuestionID: 6-72
Skill: Applied
Answer: language
73. When an auto designer's presentation of a new design shows all of the good features of the design
but fails to mention the poor gas mileage that the model will get, she is engaging in __________.
emotion
filtering
Difficulty: 2
QuestionID: 6-73
Skill: Applied
Answer: filtering
74. When an auto industry manager raves about plans for a new car design and fails to see the flaws in
the model, he is engaging in __________.
filtering
emotion

Difficulty: 2
QuestionID: 6-74
Skill: Applied
Answer: selective perception
75. Why do managers often travel long distances to have a face-to-face meeting with someone?
It shows respect.
Most communication is done through body language.
Other forms of communication have security concerns.
It communicates a sense of power, rank, and mobility.
Difficulty: 3
QuestionID: 6-75
Skill: Applied
Answer: Most communication is done through body language.
76. When the information we have to work with exceeds our processing capacity, the result is
__________.
noise
defensiveness
filtering
Difficulty: 1
QuestionID: 6-76
Skill: Recall
77. Alex has just been informed that he has received a long-awaited job promotion. He is very happy and
excited. Which of the following will most likely affect his communications for the rest of the day?
filtering
emotions
noise
Difficulty: 2
QuestionID: 6-77
Skill: Applied
Answer: emotions

78. Age, education, and cultural background are three of the more obvious variables that influence
__________.
language
filtering
feedback
defensiveness
Difficulty: 3
QuestionID: 6-78
Skill: Recall
Answer: language
79. As Joe left the doctor's office, he had difficulty recalling exactly what the doctor said because he used
strange medical terms that Joe had never heard before. Which communication barrier has affected
Joe?
language
filtering
feedback
defensiveness
Difficulty: 2
QuestionID: 6-79
Skill: Applied
Answer: language
80. Computer programmers have developed their own __________, or technical language, that others may
not understand.
technospeak
filtered vocabulary
jargon
bafflegab
source code
Difficulty: 2
QuestionID: 6-80
Skill: Recall
Answer: jargon

81. Lisa was in the coffee shop when she overheard two pilots discussing their flight assignments. In the
course of their discussion, they used terms like ATC, YVR, YYZ, and A310. The pilots were using
__________ related to the airline industry.
technospeak
filtered vocabulary
source code
bafflegab
jargon
Difficulty: 3
QuestionID: 6-81
Skill: Applied
Answer: jargon
82. The Japanese value decisions by consensus, and face-to-face communication is __________.
encouraged
discouraged
strictly forbidden
considered disrespectful
tolerated within work groups only
Difficulty: 2
QuestionID: 6-82
Skill: Recall
Miscellaneous: AACSB - Globalizations
Answer: encouraged
83. Which of the following is one way to help overcome communication barriers?
use jargon
emphasize emotions
ignore nonverbal cues
listen passively
use feedback
Difficulty: 2
QuestionID: 6-83
Skill: Recall
Answer: use feedback
84. You would expect to find a grapevine with the most accurate rumors in ________ organization.
an organic
a mechanistic
a hierarchical
an authoritative

Difficulty: 3
QuestionID: 6-84
Skill: Applied
Answer: an organic
85. Communication problems are less likely to occur in organizations if the managers use __________.
body language
a feedback loop
verbal intonation
filtering
emotions
Difficulty: 1
QuestionID: 6-85
Skill: Recall
Answer: a feedback loop
86. Anna wants to be certain that her communication with employees is effective, so she always asks "Do
you understand?" to check the accuracy of what has been communicated. Anna is using __________
to overcome potential communication barriers.
active listening
projection
nonverbal cues
feedback
simplified language
Difficulty: 2
QuestionID: 6-86
Skill: Applied
Answer: feedback
87. Listening is an active search for meaning, whereas __________ is passive.
speaking
encoding
decoding
hearing
communicating
Difficulty: 1
QuestionID: 6-87
Skill: Recall

Answer: hearing
88. Listening for full meaning without making premature judgments or interpretations is called
__________ listening.
defensive
positive
active
dedicated
selective
Difficulty: 1
QuestionID: 6-88
Skill: Recall
Answer: active
89. Neil always listens to his friends without interrupting. He avoids premature judgments and tries not to
formulate his responses while listening. Neil is using __________ to overcome potential
communication problems.
active listening
selective responses
nonverbal cues
constrained emotions
simplified language
Difficulty: 2
QuestionID: 6-89
Skill: Applied
Answer: active listening
90. After five hours of heated negotiations, Jill called a recess so that both sides in the dispute could cool
down. Jill is using __________ to overcome potential communication barriers.
active listening
constrained emotions
nonverbal cues
feedback
simplified language
Difficulty: 2
QuestionID: 6-90
Skill: Applied
Answer: constrained emotions

91. The average person normally speaks at a rate of about __________ words per minute.
50 to 125
125 to 200
200 to 250
300 to 325
325 to 350
Difficulty: 2
QuestionID: 6-91
Skill: Recall
Answer: 125 to 200
92. The average listener can comprehend __________ words per minute.
up to 400
400 to 600
600 to 800
800 to 1000
more than 1000
Difficulty: 2
QuestionID: 6-92
Skill: Recall
Answer: up to 400
93. Which of the following is not a key behaviour demonstrated by active listeners?
ask questions
paraphrase
be apathetic
make eye contact
give affirmative head nods
Difficulty: 3
QuestionID: 6-93
Skill: Recall
Answer: be apathetic
94. Active listening is enhanced by developing __________ the sender.
apathy toward
empathy with
sympathy with
credibility with
animosity toward

Difficulty: 2
QuestionID: 6-94
Skill: Recall
Answer: sympathy with
95. When a manager asks an employee to complete a task, he or she is communicating __________.
diagonally
theoretically
informally
formally
laterally
Difficulty: 1
QuestionID: 6-95
Skill: Recall
Answer: formally
96. Communication that is not defined by the organization's structural hierarchy is called __________.
theoretical
diagonal
informal
formal
lateral
Difficulty: 1
QuestionID: 6-96
Skill: Recall
Answer: informal
97. Any communication that flows from managers to employees is __________ communication.
upward
downward
lateral
sequential
diagonal
Difficulty: 1
QuestionID: 6-97
Skill: Recall
Answer: downward

98. Communication that flows from employees to managers is called __________ communication.
sequential
diagonal
downward
lateral
upward
Difficulty: 1
QuestionID: 6-98
Skill: Recall
Answer: sequential
99. __________ communication takes place among employees on the same organizational level.
Upward
Downward
Lateral
Reciprocal
Diagonal
Difficulty: 1
QuestionID: 6-99
Skill: Recall
Answer: Lateral
100. __________ communication can be beneficial when there is an interest in efficiency and speed of
communication between managers at different levels and in different departments.
Upward
Downward
Lateral
Sequential
Diagonal
Difficulty: 1
QuestionID: 6-100
Skill: Recall
Answer: Diagonal
101. Which of the following forms of communication do cross-functional teams rely heavily on?
downward
upward
reciprocal
lateral
virtual

Difficulty: 2
QuestionID: 6-101
Skill: Recall
Answer: lateral
102. The vertical and horizontal flows of organizational communication can be combined into a variety of
patterns called communication __________.
matrices
flowcharts
profiles
networks
channels
Difficulty: 1
QuestionID: 6-102
Skill: Recall
Answer: networks
103. In the __________ network, the leader serves as a hub through whom all communication passes.
chain
all-channel
wheel
lateral
virtual
Difficulty: 1
QuestionID: 6-103
Skill: Recall
Answer: wheel
104. If a company is concerned with high member satisfaction, the __________ network is best.
chain
virtual
wheel
all-channel
diagonal
Difficulty: 2
QuestionID: 6-104
Skill: Recall
Answer: all-channel

105. If having a strong and identifiable leader is important, the __________ network is best.
chain
virtual
wheel
all-channel
diagonal
Difficulty: 2
QuestionID: 6-105
Skill: Recall
Answer: wheel
106. An organization's grapevine works as both __________.
an opportunity to learn new tasks and see friends

a screen and mirror to turn away and send back messages
smoke and mirrors in dealing with difficult employee issues
a filter and a feedback mechanism for a manager
a formal and informal communication network
Difficulty: 2
QuestionID: 6-106
Skill: Recall
Answer: a filter and a feedback mechanism for a manager
107. Sheila and Cindy look forward to talking to Martha over coffee because she always has an
interesting interpretation of the latest policies and news in the company. Quite often, Martha informs
them of what is about to be announced a week or two before it is made public. This an example of
the company __________.
grapevine
formal communications
technology gap
intranet
extranet
Difficulty: 2
QuestionID: 6-107
Skill: Applied
Answer: grapevine

108. John and Ellen are both line managers. They have a similar background and similar day-to-day
problems. The communication between John and Ellen is characterized as __________
communication.
lateral
upward
downward
diagonal
vertical
Difficulty: 2
QuestionID: 6-108
Skill: Applied
Answer: lateral
109. Tim is Tina's subordinate in the marketing department of a large multinational corporation. He has
been with the company for many years and has a good relationship with his boss. Quite often Tim
will knock on Tina's door and provide suggestions on key topics. This form of communication is
categorized as __________ communication.
lateral
upward
downward
diagonal
horizontal
Difficulty: 2
QuestionID: 6-109
Skill: Applied
Answer: upward
110. Elliott was named director of research and development at an aeronautic company in Montreal. Upon
taking his new position, he gathered all of his subordinates and gave a speech indicating his vision
for the future of the department. Elliott was employing __________.
the grapevine
informal communication
upward communication
lateral communication
formal communication
Difficulty: 2
QuestionID: 6-110
Skill: Applied
Answer: formal communication

111. Which of the following is good advice for managers looking to provide effective feedback?
Relate feedback to existing performance goals and clear expectations.

Give general feedback tied to future results.
Give feedback after a considerable time to digest the information properly.
Base all feedback on heuristics.
Feedback is only necessary when results are good.
Difficulty: 2
QuestionID: 6-111
Skill: Recall
Answer: Relate feedback to existing performance goals and clear expectations.
112. Which of the following tips is good advice for constructing more effective business emails?
never add a subject line

use plenty of emotions and acronyms
provide as much detail in your message as possible
copy emails to as many organizational members as possible
sleep on angry emails before sending
Difficulty: 2
QuestionID: 6-112
Skill: Recall
Answer: sleep on angry emails before sending
113. A drawback of instant messaging is that it __________.
takes employees away from their work while waiting on the arrival of a message
requires groups of users to be logged on to the organization's computer network at the same time
works with most application software and allows for a security breech by unauthorized personnel
requires a high level of computer literacy that many employees don't possess
is not really instant
Difficulty: 2
QuestionID: 6-113
Skill: Recall
Answer: requires groups of users to be logged on to the organization's computer network at the same time
114. Which of the following legislative acts provides citizens with the right to access personal information
about themselves?
Access to Information Act
Sarbanes-Oxley Act
Federal Privacy act
BDC Act
Security Act

Difficulty: 2
QuestionID: 6-114
Skill: Recall
Answer: Federal Privacy act
115. __________ enables individuals to access government information.
The federal Privacy Act

Bill C-160
The Sarbanes-Oxley Act
The Access to Information Act
The Security Act
Difficulty: 2
QuestionID: 6-115
Skill: Recall
Miscellaneous:
Answer: The Access to Information Act
116. Jenny continuously checks her email on her BlackBerry and on her home computer. She feels
obligated to respond to all inquiries regardless of the time of the customer contact. Jenny feels like
she is never away from her job. This is an example of the __________ linked to technology.
ergonomic costs
philanthropic costs
psychological costs
organizational costs
economic costs
Difficulty: 2
QuestionID: 6-116
Skill: Applied
Answer: psychological costs
117. Which of the following is good advice when it comes to writing emails?
Copy emails to others only if they really need the information

Write your messages elaborately
Always send emails immediately.
Use acronyms for business communications
Subject lines are not really necessary
Difficulty: 2
QuestionID: 6-117
Skill: Recall
Answer: Copy emails to others only if they really need the information

118. Refer to the Scenario below to answer the questions that follow.
Margaret - Communications Process Expert (Scenario)
Margaret works as the human resource manager for Horizon Software, Inc., a company that focuses
on the development and implementation of customized software applications for public and private
sector organizations. The past few months have been very challenging and, unfortunately, some key
opportunities have been missed due to poor communication within the company. The employees
have started complaining about an apparent lack of communication among company managers.
Margaret decided that it was imperative to conduct an organizational communication workshop for
these managers.
Margaret begins the workshop by defining communication as the __________.

transmission of messages
interpretation of symbols
presentation and acknowledgement of ideas
transfer and understanding of meaning
delivery and receipt of written and verbal messages
Difficulty: 1
QuestionID: 6-118
Skill: Applied
Answer: transfer and understanding of meaning
these managers.
Margaret states that the sender initiates a message by encoding a thought. Four conditions influence
the effectiveness of an encoded message: the skills, attitudes, and knowledge of the sender, and the
__________.
time-space constraints
amount of interpersonal warmth
socio-cultural system
level of noise
knowledge of the receiver
Difficulty: 1
QuestionID: 6-119
Skill: Recall
Answer: socio-cultural system

these managers.
Margaret warned that the entire communication process can be affected by disturbances that
interfere with the transmission, receipt, or feedback of a message. These are called __________.
feedback
noise
vibration
flux
static
Difficulty: 1
QuestionID: 6-120
Skill: Recall
Answer: noise
these managers.
Margaret continued the workshop by telling the managers that the final link in the communication
process is the __________ loop.
noise
translation
feedback
decoding
agreement
Difficulty: 1
QuestionID: 6-121
Skill: Recall
Answer: feedback

these managers.
At the conclusion of the workshop, Margaret informed the managers that the two best-known types
of nonverbal communication are __________.
body language and written correspondence
body language and facial expressions
body language and verbal intonation
verbal intonation and paralinguistics
verbal intonation and written correspondence
Difficulty: 2
QuestionID: 6-122
Skill: Recall
Answer: body language and verbal intonation
Communication Process - New Policy on Overtime (Scenario)
Brett is vice-president of operations at Red Ink Corporation. Due to recent losses, the company has
decided to eliminate voluntary overtime work and to only pay overtime rates on extra work
assignments authorized by top management. Brett chose his words carefully as he wrote the memo
explaining the new company policy on overtime pay.
Brett's selection of appropriate wording is which part of the communication process?

feedback
encoding
decoding
message
channel
Difficulty: 1
QuestionID: 6-123
Skill: Applied
Answer: encoding

The memo represents which part of the communication process?

feedback
encoding
decoding
message
channel
Difficulty: 2
QuestionID: 6-124
Skill: Applied
Answer: channel
The workers had heard a rumour about the new policy on overtime pay before receiving Brett's
memo. The rumour was transmitted through which type of communication channel?
formal
chain network
wheel network
the grapevine
diagonal channel
Difficulty: 3
QuestionID: 6-125
Skill: Applied
Answer: the grapevine

When the workers read Brett's memo, some were so upset that they immediately sent memos of their
own back to Brett. They understood the new policy and management's rationale for implementing it,
but expressed concern about the loss of wages and the impact it would have on morale. The
workers' response represents which part of the communication process?
noise
encoding
decoding
feedback
channel
Difficulty: 2
QuestionID: 6-126
Skill: Applied
Answer: feedback
Project Team Communication Problems (Scenario)
George Tanaka is an engineer by training and manager of a work team that consists of two
engineers, four production workers, an accountant, and a purchasing manager. They are about to
embark on a new project for their company. George has prepared a memorandum for them that
explains the objectives of the work team. Some of the production workers and the accountant have
come to George to seek clarification about the memorandum.
When George prepared the memorandum and wrote the words on the paper, he was involved in
__________.
channeling the message
organizational communication
providing feedback
decoding the message
nonverbal communication
Difficulty: 1
QuestionID: 6-127
Skill: Applied
Answer: organizational communication

The accountant, in particular, told George that he had difficulty understanding some of the technical
terms used in the memorandum. These technical terms are commonly known as __________.
filtered vocabulary
bafflegab
noise
jargon
technospeak
Difficulty: 1
QuestionID: 6-128
Skill: Applied
Answer: jargon
The team advised George that they had started to work on the project. George noticed immediately
that the work team did not appear to be following the guidelines in his memorandum. The work
team's performance provided which element of the interpersonal communication process?
noise
decoding
feedback
the message
encoding
Difficulty: 2
QuestionID: 6-129
Skill: Applied
Answer: feedback

George held a meeting with the work team to determine what had gone wrong. It was determined that
members of the work team had varied experiences, different technical backgrounds, and conflicting
perceptions and attitudes that interfered with their understanding of the assignment. These
differences created which element of the interpersonal communication process?
encoding
noise
decoding
feedback
channel
Difficulty: 2
QuestionID: 6-130
Skill: Applied
Answer: noise
As George listened to the team members express their frustrations about the assignment, he
concentrated carefully on what was being said and was careful not to make premature judgments or
interpretations. George was using __________ to overcome potential communication barriers.
nonverbal cues
simplified language
feedback
active listening
Difficulty: 2
QuestionID: 6-131
Skill: Applied
Answer: active listening

Communication Barriers - The Sword and the Millstone (Scenario)
Sandra Millstone, the CEO of Excalibur Manufacturing Company, concluded that the company would
have to reduce its workforce by 10 percent at the end of the month due to declining demand for its
products. She spent several hours preparing charts, tables, graphs, diagrams, and other visual aids
for a presentation to the employees about the upcoming layoffs. Although the company's situation
was uncertain, Sandra intended to tell the employees that the layoffs were a short-term measure, and
that the long-term prospects for the company were very favourable. Sandra hoped that the optimistic
tone of the presentation would help employees understand the reasons for her decision and feel
better about the layoff situation.
Sandra's efforts to present the company's situation to employees in a favourable light is an example
of which barrier to interpersonal communication?
defensiveness
filtering
jargon
Difficulty: 2
QuestionID: 6-132
Skill: Applied
Answer: filtering
At one point in the presentation, Sandra said "These layoffs will result in improved capacity
utilization, higher productivity ratios, and improved profit margins that will yield the best ROI in the
industry." Several employees looked puzzled, and Sandra realized that her use of specialized
business terminology had become a communication barrier known as __________.
technospeak
complex linguistics
filtered vocabulary
bafflegab
jargon

Difficulty: 2
QuestionID: 6-133
Skill: Applied
Answer: jargon
By the time that Sandra had finished the presentation to the employees, she had spoken for one and
a half hours and had shown 24 visual aids. No one asked a question. The employees were probably
dealing with which of the following barriers to effective communication?
defensiveness
receiver emotions
filtering
Difficulty: 2
QuestionID: 6-134
Skill: Applied

As the employees began to leave the meeting room, some were overheard complaining about the
fact that no managers were being laid-off and questioning why it was always the workers who had to
bear the impact of poor management decisions. Some were even more sarcastic, like one employee
who stated that it didn't make any difference to Sandra if employees lost their jobs and that if the
company wanted loyalty, it should hire a dog. These statements are probably the result of which
barrier to effective communication?
defensiveness
downward communication
filtering
Difficulty: 2
QuestionID: 6-135
Skill: Applied
Answer: defensiveness
Which of the following can Sandra do to overcome these barriers to effective communication?
enhance emotions
use specialized language
listen passively
avoid feedback
watch nonverbal cues

Difficulty: 2
QuestionID: 6-136
Skill: Applied
Answer: watch nonverbal cues
After the presentation, Sandra decides that it is wise to share the exhibits and documents from the
presentation. Which of the following would be the most appropriate technology to share these
sensitive documents?
email
Facebook
the internal company blog
the internal company wiki
instant messaging
Difficulty: 3
QuestionID: 6-137
Skill: Applied
Answer: the internal company blog

"Flo" of Communication (Scenario)
Recently, the employees of Chatterbox Enterprises Inc. received a letter from the vice-president of
operations explaining that a new production facility would be built in Chatland, Ontario. It was also
stated that about one-fourth of the employees from the current Chatland facility would be transferred
to the new facility, and any employees who wanted to volunteer for the transfer could do so by
applying at the human resources office. Sam, a production supervisor, first went to Florence, a
purchasing manager who had already volunteered to transfer, to discuss the possibility of becoming
her inventory control supervisor at the new facility. Florence told Sam that Ruth, the current
inventory control supervisor, would not be transferring and that she would consider his request.
The letter from the vice-president to the employees is an example of which type of organizational
communication?
horizontal
formal
lateral
informal
upward
Difficulty: 1
QuestionID: 6-138
Skill: Applied
Answer: formal
When Sam went and talked to Florence, he was involved in which type of organizational
communication?
diagonal
reciprocal
horizontal
lateral
downward
Difficulty: 1
QuestionID: 6-139
Skill: Applied

Answer: diagonal
If Sam had talked to his fellow supervisors in his own department prior to talking to Florence, he
would have been involved in which type of organizational communication?
reciprocal
diagonal
lateral
downward
upward
Difficulty: 1
QuestionID: 6-140
Skill: Applied
Answer: lateral
When Sam went to the human resources office and applied to transfer to the new facility, he was
participating in which type of organizational communication?
formal
downward
reciprocal
lateral
informal

Difficulty: 1
QuestionID: 6-141
Skill: Applied
Answer: formal
Sam heard a rumour from a supervisor in another department that his transfer was approved two
days before the human resources office called to confirm it. Sam first heard the news through which
type of communication network?
chain
wheel
grapevine
all-channel
virtual
Difficulty: 2
QuestionID: 6-142
Skill: Applied
Answer: grapevine

Types of Communication Networks (Scenario)
Rick Smith is director of sales for a health care information technology firm called MediFax, based in
Ottawa, Ontario. Rick is responsible for overseeing four regional sales managers and 15 salespeople
who cover every province and territory across Canada. When the company was smaller and there
were fewer salespeople, communication flowed freely from the field back into all areas of the home
office—customer service, product development, finance, and directly to top management. However,
as the company has grown its structure has become more mechanistic. Management has demanded
that communications to and from the field flow according to the formal chain of command. As a
result, the firm has been slower to recognize shifts in demand and respond to important market
information reported by the sales force. Now, salespeople have become more reluctant to forward
information to the home office because they perceive that it won't be acted upon anyway. The
management team has asked Rick to review this issue and provide recommendations for improving
the situation.
In the past, information flowed freely from the sales force to all areas of the home office. This is most
representative of which communication network?
wheel
chain
all-channel
grapevine
virtual
Difficulty: 2
QuestionID: 6-143
Skill: Applied
Answer: all-channel

the situation.
Once the company grew and became more mechanistic, management insisted that information flow
vertically according to the authority structure. This is most representative of which communication
network?
wheel
chain
all-channel
grapevine
virtual
Difficulty: 2
QuestionID: 6-144
Skill: Applied
Answer: chain

the situation.
Rick believes that it might be more effective if incoming market information and outgoing responses
and direction were to flow through a central figure, such as the regional sales managers. This would
be most representative of which communication network?
wheel
chain
all-channel
grapevine
virtual
Difficulty: 2
QuestionID: 6-145
Skill: Applied
Answer: wheel
146. In a short essay, list the seven elements of the communication process and explain the process of
interpersonal communication.
Difficulty: 2
QuestionID: 6-146
Skill: Recall
Answer: The seven elements of the communication process are (1) the communication source, (2) the
message, (3) encoding, (4) the channel, (5) decoding, (6) the receiver, and (7) feedback. Before
communication can take place, a purpose, expressed as a message to be conveyed, must exist. It passes
between a source (the sender) and a receiver. The message is converted to a symbolic form (called
encoding) and passed by way of some medium (channel) to the receiver, who retranslates the sender's
message (called decoding). The result is the transfer of meaning from one person to another. In addition,
note that the entire process is susceptible to noise—disturbances that interfere with the transmission,
receipt, or feedback of a message. Typical examples of noise include illegible print, phone static, inattention
by the receiver, or background sounds of machinery. Anything that interferes with understanding can be
noise, and noise can create distortion at any point in the communication process.

147. In a short essay, list and discuss the two best-known types of nonverbal communication. Include a
specific example of each type of nonverbal communication to support your answer.
Difficulty: 2
QuestionID: 6-147
Skill: Applied
Answer: Body language – refers to gestures, facial expressions, and other body movements that convey
meaning. A person frowning “says” something different from one who's smiling. Hand motions, facial
expressions, and other gestures can communicate emotions or temperaments such as aggression, fear,
shyness, arrogance, joy, or anger.
Verbal intonation – refers to the emphasis someone gives to words or phrases that conveys meaning. To
illustrate how intonations can change the meaning of a message, consider the student who asks the
instructor a question. The instructor replies, “What do you mean by that?” The student's reaction will vary,
depending on the tone of the instructor's response. A soft, smooth vocal tone conveys interest and creates a
different meaning from one that is abrasive and puts a strong emphasis on the last word.
148. In a short essay, list and discuss four barriers to effective communication that managers face.
Include a specific example of each barrier to support your answer.
Difficulty: 3
QuestionID: 6-148
Skill: Applied

Answer: Filtering – the deliberate manipulation of information to make it appear more favourable to the
receiver. For example, when a person tells his or her manager what the manager wants to hear, that
individual is filtering information. The extent of filtering tends to be a function of the number of vertical levels
in the organization and the organizational culture. The more vertical levels there are in an organization, the
more opportunities there are for filtering.
Emotions – how a receiver feels when a message is received influences how he or she interprets it. Extreme
emotions are most likely to hinder effective communication. In such instances, people often disregard
rational and objective thinking processes and substitute emotional judgments.
Information overload – occurs when the amount of information a person is required to work with exceeds
that individual's processing capacity. What happens when individuals have more information than they can
sort or use? They tend to select out, ignore, pass over, or forget information. Or, they may put off further
processing until the overload situation is resolved.
Defensiveness – when people feel that they are being threatened, they tend to react in ways that reduce
their ability to achieve mutual understanding. That is, they become defensive, engaging in behaviours such
as verbally attacking others, making sarcastic remarks, being overly judgmental, and questioning others'
motives.
Language – words mean different things to different people. Age, education, and cultural background are
three of the more obvious variables that influence the language a person uses and the definitions he or she
gives to words. People may speak the same language, but use of that language is far from uniform. Senders
tend to assume that the words and phrases they use mean the same to the receiver as they do to them.
This is incorrect and creates communication barriers.
National culture – interpersonal communication isn't conducted in the same way around the world. In
Canada, communication patterns tend to be individual-oriented and clearly spelled out. Canadian managers
rely heavily on memoranda, announcements, position papers, and other formal forms of communication to
state their positions on issues. In collectivist countries, like Japan, there's more interaction for its own sake
and a more informal manner of interpersonal contact.
149. In a short essay, explain what is meant by "active listening." Why is it so important for managers and
employees to listen actively rather than just hear a message?
Difficulty: 2
QuestionID: 6-149
Skill: Recall
Answer: Listening is an active search for meaning, whereas hearing is passive. In listening, two people are
engaged in thinking: the sender and the receiver. Listening, in fact, is often more tiring than talking. It
demands intellectual effort. Unlike hearing, active listening, which is listening for full meaning without making
premature judgments or interpretations, demands total concentration. The average person normally speaks
at a rate of about 125 to 200 words per minute. However, the average listener can comprehend up to 400
words per minute. The difference obviously leaves lots of idle time for the brain and opportunities for the
mind to wander.
Active listening is enhanced by developing empathy with the sender—that is, by placing yourself in the
sender's position. Because senders differ in attitudes, interests, needs, and expectations, empathy makes it
easier to understand the actual content of a message. An empathetic listener reserves judgment on the
message's content and carefully listens to what is being said. The goal is to improve your ability to receive
the full meaning of a communication without having it distorted by premature judgments or interpretations.
150. In a short essay, identify three specific suggestions that a manager can use to provide effective
feedback and demonstrate them by using examples from your own work or education experience.

Difficulty: 3
QuestionID: 6-150
Skill: Applied
Answer: There are eight suggestions for giving effective feedback provided in the text. Any three of the
following points would be acceptable. Each is to be demonstrated with an appropriate example.
1. Relate feedback to existing performance goals and clear expectations.
2. Give specific feedback tied to observable behaviour or measurable results.
3. Channel feedback toward key result areas and things the person can do something about.
4. Give feedback as soon as possible.
5. Give positive feedback for improvement, not just final results.
6. Focus feedback on performance, not personalities.
7. Speak directly and without judgment.
8. Base feedback on accurate and credible information
151. In a short essay, list and briefly describe three common communication networks, or patterns of
communication, that emerge in organizations. Which factors determine whether a network is best for
a particular situation?
Difficulty: 2
QuestionID: 6-151
Skill: Recall
Answer: Chain Network – communication flows according to the formal chain of command, both downward
and upward. If accuracy is important, the chain network works well.
Wheel Network – communication flows between a clearly identifiable and strong leader and others in a work
group or team. The leader serves as a hub through which communication passes. If having a strong,
identifiable leader is important to the organization or work unit, the wheel network is the best communication
network. Accuracy is also very high with the wheel network.
All-Channel Network – communication flows freely among all members of a work team. If high member
satisfaction is a concern, the all-channel network is preferable.
152. In a short essay, identify and describe three ways that organizations can use social media.
Difficulty: 2
QuestionID: 6-152
Skill: Recall
Answer: Answers will vary, but could include any three of the following uses noted in the text:
1. Recruiting – posting job opportunities, evaluating candidates, etc.
2. Research – useful for environmental scanning puposes, customer feedback, etc.
3. Relationships – customer relationship management, suppliers, stakeholders, employees, etc.
153. In a short essay, describe how information technology has affected communication in organizations.

Difficulty: 2
QuestionID: 6-153
Skill: Recall
Answer: Communication technology has done the following:

1. significantly improved a manager's ability to monitor individual or team performance
2. allowed employees to have more complete information to make faster decisions
3. provided employees with more opportunities to collaborate and share information
4. made it possible for employees to be fully accessible, any time, regardless of where they are

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Fundamentals of Management, 7ce

Chapter 6: Communication and Information Technology

Fundamentals of Management Seventh Canadian

Chapter 06: Communication and Information Technology

3. One advantage of a written communication is that it provides a record of the information.

Copyright © 2014 Pearson Canada Inc. 6-1

4. A channel is an actual physical product.

5. In order to be sent, a message needs to be decoded.

7. Verbal intonation can be a part of written communication.

Copyright © 2014 Pearson Canada Inc. 6-2

8. Communication is defined as the transfer and receipt of messages.

10. Organizational communication is important to managers, while interpersonal communication

Copyright © 2014 Pearson Canada Inc. 6-3

15. Jargon never improves communication.

Copyright © 2014 Pearson Canada Inc. 6-4

19. The final link in the communication process is decoding.

Copyright © 2014 Pearson Canada Inc. 6-5

23. Nonverbal communication is any form of communication that is not spoken.

Copyright © 2014 Pearson Canada Inc. 6-6

Copyright © 2014 Pearson Canada Inc. 6-7

Copyright © 2014 Pearson Canada Inc. 6-8

Copyright © 2014 Pearson Canada Inc. 6-9

Copyright © 2014 Pearson Canada Inc. 6-10

42. Communication is the transfer and understanding of __________.

Copyright © 2014 Pearson Canada Inc. 6-11

43. Which communication sequence is correct?

sender ⇒ decoding ⇒ channel ⇒ encoding ⇒ receiver

Answer: sender ⇒ encoding ⇒ channel ⇒ decoding ⇒ receiver

45. A spelling mistake in a message is an example of ________.

Answer: an encoding error

46. Reading is an example of which communication step?

Copyright © 2014 Pearson Canada Inc. 6-12

47. For communication to be successful, meaning must be imparted and __________.

received by the other person

48. Communication between two or more people is called __________ communication.

49. The purpose of feedback is to determine whether a message was ________.

Answer: received and understood

Copyright © 2014 Pearson Canada Inc. 6-13

50. In the interpersonal communication process, a purpose to be conveyed is called a __________.

Answer: Organizational communication

52. Converting a message into symbols is called __________.

Copyright © 2014 Pearson Canada Inc. 6-14

55. All of the following are example of noise except __________.

Answer: feedback loop

Copyright © 2014 Pearson Canada Inc. 6-15

57. The final link in the communication process is __________.

Answer: breadth potential

allows the receiver to easily and quickly decode messages

Copyright © 2014 Pearson Canada Inc. 6-16

Answer: effectively processes complex messages

61. An example of a nonverbal communication would be a __________.

project outline on the blackboard

Answer: student with a hand raised

Answer: body language

Copyright © 2014 Pearson Canada Inc. 6-17

Answer: verbal intonation

65. Which of the following is a barrier to effective interpersonal communication?

Copyright © 2014 Pearson Canada Inc. 6-18

68. Filtering tends to be more prevalent in which kind of organization?

Answer: highly vertical

Answer: organizational culture

Answer: Selective perception

Copyright © 2014 Pearson Canada Inc. 6-19

Answer: information overload