Organizational Behaviour Concepts Controversies Applications Canadian 7th Edition Langton Test Bank

Organizational Behaviour Concepts
Controversies Applications Canadian

7th Edition Langton Test Bank
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Organziational Behaviour, 7ce
Chapter 7: Communication
Chapter 7 Communication
7.1 Multiple-Choice Questions
1) Recent research indicates recruiters rated good ________ as the most important characteristic
of an ideal job candidate.
A) conflict skills
B) leadership skills
C) mentoring skills
D) communication skills
E) relationships
Answer: D
Diff: 2 Type: MC Page Ref: 248
Skill: Recall
Topic: The Communication Process
Objective: 1
2) Fred is a diligent albeit somewhat introverted employee who likes to keep to himself. He tends
to communicate with his coworkers exclusively by telephone. Fred is exhibiting the
characteristics of
A) communication gaps.
B) channel richness.
C) communication feedback.
D) communication apprehension.
E) encoded communication.
Answer: D
Skill: Applied
Objective: 2
3) The step(s) between a source and a receiver that result(s) in the transference and
understanding of meaning is
A) the communication process.
B) understanding.
C) feedback.
D) encoding.
E) decoding.
Answer: A
Skill: Recall
Objective: 1
Copyright © 2016 Pearson Canada Inc. 7-1

4) When it comes to electronic communications, which of the following channels would be the
richest?
A) personal palm pilots
B) video conferencing
C) email
D) telephone answering machine
E) fax
Answer: B
Skill: Applied
Objective: 2
5) Donna believes in using communication channels that are high in richness as often as possible.
Thus, she would likely favour
A) memos.
B) email.
C) voicemail.
D) face-to-face conversation.
E) online discussion groups.
Answer: D
Skill: Applied
Objective: 2
6) People with a high need for social contact would prefer which of the following channels?
A) flyers
B) letters
C) video conferencing
D) memos
E) email
Answer: C
Skill: Recall
Objective: 2

7) Steve got an email message from his boss that he wanted to meet with him immediately. Did
that mean that he was in trouble? Was it about something routine? Steve was in which stage of
the communication process?
A) decoding
B) encoding
C) choosing
D) providing feedback
E) filtering
Answer: A
Skill: Applied
Objective: 1
8) When a receiver creates meaning from a sender's message, this is

A) the message.
B) decoding.
C) the channel.
D) feedback.
E) encoding.
Answer: B
Skill: Recall
Objective: 1
9) In the communication process model, the sender initiates a message by

A) making contact with the receiver.
B) encoding a thought.
C) choosing a message.
D) giving feedback to the sender.
E) making judgments on intent.
Answer: C
Skill: Recall
Objective: 1

10) Who is decoding a message?

A) Jenny, who is initiating downward communication
B) Bill, who is preparing blueprints
C) Mary, who is preparing a speech
D) Agnes, who is waiting to send an email message
E) Nancy, who is studying a financial statement
Answer: E
Skill: Applied
Objective: 1
11) Who is encoding a message?

A) Sally, who is writing a technical report
B) Mark, who is hearing a rumour on the grapevine
C) Sandra, who is trying to figure out what her boss's memo means
D) Irene, who is the target of upward communication
E) Larry, who is giving a speech
Answer: A
Skill: Applied
Objective: 1
12) The ________ is the medium through which a message travels.

A) filtering
B) channel
C) jargon
D) medium
E) feedback loop
Answer: B
Skill: Recall
Objective: 1

13) The amount of information that can be transmitted during a communication episode is
controlled by the
A) receiver.
B) message.
C) feedback mechanism.
D) channel richness.
E) communication process.
Answer: D
Skill: Recall
Objective: 2
14) Which of the following channels of information is highest in channel richness?

A) voice mail
B) memos
C) online discussion groups
D) telephone conversation
E) formal reports
Answer: D
Skill: Recall
Objective: 2
15) Channels of communication such as staff discussions in the lunchroom, or company "gossip"
are considered
A) message context.
B) message content.
C) informal channels.
D) formal channels.
E) informal context.
Answer: C
Skill: Recall
Objective: 1

16) Don has a reputation for not being "straight" with his employees. Their view is that he has a
tendency to tell them what they want to hear rather than what is actually happening. This
tendency is known as
A) defensiveness.
B) information overload.
C) selective perception.
D) filtering.
E) channelling.
Answer: D
Skill: Applied
Topic: Barriers to Effective Communication
Objective: 3
17) Lisa is considered to be quite sensitive when someone is trying to make constructive
suggestions as to how she can improve her report writing. Lisa often reacts to suggestions by
lashing out at whoever is making them. The barrier to communication is
A) emotions.
B) information overload.
D) filtering.
E) channelling.
Answer: A
Skill: Applied
Objective: 3
18) Tina is frustrated with Ron, a new employee. She meets with him weekly, and gives him a
minimum of 25 new ideas for him to work with during the coming week. Unfortunately, he
seems to ignore or forget many of them. Ron is likely experiencing
A) defensiveness.
B) defiance.
D) channelling.
E) information overload.
Answer: E
Skill: Applied
Objective: 3

19) Tim needs to improve his ability to communicate with his colleagues; when things go wrong
and Tim is feeling stressed, he storms out of the room, slamming doors. Tim is creating a barrier
to communication through
A) nonverbal communication.
B) silence.
C) language.
D) information overload.
E) selective perception.
Answer: A
Skill: Applied
Objective: 3
20) Jane, one of Ted's new employees, only seems to recall and take note of certain parts of the
messages that he conveys to her. Jane is exhibiting
A) defensiveness.
B) selective perception.
C) insubordination.
D) information overload.
E) filtering.
Answer: B
Skill: Applied
Objective: 3
21) Which of the following have been identified as prominent barriers to communication?
A) listening, selective perception, defensiveness, information overload, and language
B) filtering, feedback, defensiveness, information overload, and language
C) filtering, selective perception, ambiguity, information overload, and language
D) filtering, selective perception, emotions, information overload, and language
E) filtering, selective perception, defensiveness, stress, and language
Answer: D
Diff: 1 Type: MC Page Ref: 251-254
Skill: Recall
Objective: 3

22) The process that involves receivers in communication selectively seeing and hearing based
on their needs, motivations, experience, background, and other personal characteristics is called
A) language.
B) selective filtering.
D) emotions.
E) communication apprehension.
Answer: C
Skill: Recall
Objective: 3
23) An interviewer who was expecting a female applicant to put her family ahead of her career is
using
A) prejudice.
B) selective perception.
C) nonverbal communication.
D) filtering.
E) organizational expectation.
Answer: B
Skill: Applied
Objective: 3
24) Filtering, selective perception, lying are all

A) potential barriers to effective communication.
B) communication techniques.
C) necessary for effective communication.
D) part of the channel richness.
E) part of one-to-one level of communication.
Answer: A
Skill: Recall
Objective: 3

SCENARIO 7-1 Sam is a sales representative for Alliance Ltd., but he struggles to explain the
benefits of Alliance's products. Sam usually calls customers on the phone and while chatting
with them about their weekly order explains the new products he has available. Customer orders
are shipped to the company by a delivery service. Customers who have ordered new products
frequently return them because they are not as expected.
25) Sam's customers complain that they don't understand the products that Sam tells them
about—often the product is too big or too heavy for their needs. In the communication model,
this problem is in
A) context.
B) the medium.
C) the channel.
D) feedback.
E) control.
Answer: C
Skill: Applied
Objective: 1
26) Sam is having problems understanding what the customers don't like about the products they
are returning; the product looks fine to him and works as it is supposed to, so why aren't the
customers happy? Sam is having a problem with
A) the channel.
B) decoding.
C) encoding.
D) the medium.
E) sourcing.
Answer: B
Skill: Applied
Objective: 1
27) Returned goods are a form of

A) feedback.
B) medium.
C) encoding.
D) channel.
E) decoding.
Answer: A
Skill: Applied
Objective: 1

28) Nonroutine messages are likely to be

A) better delivered by email.
B) delivered by clients.
C) more complicated.
D) upward in the organization.
E) informal communication.
Answer: C
Skill: Recall
Objective: 2
29) The communication that is used by group leaders and managers to assign goals, point out
problems that need attention, and describe unusual situations is
A) nonroutine communication.
B) routine communication.
C) informal communication.
D) directional communication.
E) group communication.
Answer: A
Skill: Recall
Objective: 2
30) Which of the following is an example of routine communication?

A) suggestion boxes
B) employee attitude surveys
C) email reminder of monthly accounting deadlines
D) identification and discussion of current problems with the boss
E) peer evaluation of job performance
Answer: C
Skill: Recall
Objective: 2

31) Understanding channel richness improves communication by

A) helping decoders understand the message.
B) helping encoders create a message.
C) clarifying the channel as informal communication.
D) clarifying the channel as formal communication.
E) clarifying the capacity of a channel to convey information.
Answer: E
Skill: Recall
Topic: Organizational Communication
Objective: 2
32) ________ is used to provide feedback to higher-ups, inform them of progress toward goals,
and relay current problems.
A) Upward communication
B) Interpersonal communication
C) Occupational communication
D) Directional communication
E) Technical communication
Answer: A
Skill: Recall
Objective: 3
33) To be effective, downward communication must include

A) explanations of when a decision was made.
B) explanations of why a decision was made.
C) explanations of where a decision was made.
D) explanations of who made a decision.
E) explanations of when a decision will be implemented.
Answer: B
Skill: Recall
Objective: 4

34) Which of the following communication networks are typically vertical?

A) informal
B) grapevine
C) formal
D) encoded
E) decoded
Answer: C
Skill: Recall
Objective: 4
35) Instant messaging is similar to

A) voicemail.
B) memos.
C) email.
D) speeches.
E) face-to-face communication.
Answer: C
Skill: Recall
Objective: 5
36) Which of the following statements about email is TRUE?

A) it saves time
B) it is a rich form of communication
C) it counteracts communication overload
D) it adds to the number of hours worked per week
E) it increases the chances of proxemics
Answer: D
Skill: Recall
Objective: 5

37) Kelly always feels anxious when deciding who she should copy on the email messages that
she sends. What advice would you give to Kelly?
A) copy everyone
B) copy your boss only
C) copy anyone who really needs the information
D) don't copy anyone
E) copy someone in every department
Answer: C
Skill: Applied
Objective: 5
38) Tori is considered to be the office gossip. One of her most annoying habits is her persistent
use of the phrase "rumour has it...." when speaking to her colleagues. Tori's source of
information is likely the
A) formal communication network.
B) feedback loop.
C) communication apprehension.
D) informal communication network.
E) electronic communication network.
Answer: D
Skill: Applied
Objective: 5
39) Suggestion boxes, employee attitude surveys, and grievance procedures are examples of
A) organizational structure.
B) horizontal communication.
C) managerial communication.
D) upward communication.
E) group process communication.
Answer: D
Skill: Applied
Objective: 5

40) Communication that takes place among members of the same work group is
A) vertical communication.
B) downward communication.
C) occupational communication.
D) lateral communication.
E) technical communication.
Answer: D
Skill: Recall
Objective: 4
41) An example of a(n) ________ communication network is when a checkout clerk reports to a
department manager, who in turn reports to a store manager, who reports to a regional manager.
A) lateral
B) all-channel
C) "Y"
D) chain
E) wheel
Answer: D
Skill: Applied
Objective: 4
42) When all communication is channeled through the supervisor, which type of communication
network exists?
A) directional
B) circle
C) lateral
D) wheel
E) horizontal
Answer: D
Skill: Recall
Objective: 4

43) Which communication network does an unstructured committee best illustrate?

A) wheel
B) all-channel
C) interpersonal
D) circle
E) horizontal
Answer: B
Skill: Applied
Objective: 5
44) The channels by which information flows are called

A) communication networks.
B) vertical channels.
C) horizontal channels.
D) wheels.
E) communication messages.
Answer: A
Skill: Recall
Objective: 5
45) Under current Canadian law, which of the following employees would most likely NOT be
covered by privacy legislation?
A) a federal employee
B) a private sector employee
C) a provincial public sector employee
D) a crown corporation employee
E) an OPSEU member
Answer: B
Skill: Recall
Objective: 5

46) The least structured communication network is

A) all-channel.
B) vertical.
C) circle.
D) chain.
E) horizontal.
Answer: A
Skill: Recall
Objective: 4
47) In terms of facilitating the emergence of a leader, the most effective communication network
is
A) chain.
B) "Y."
C) wheel.
D) circle.
E) all-channel.
Answer: C
Skill: Applied
Objective: 5
48) If the accuracy of information in an organization is important, management should use

A) the chain communication network.
B) the "Y" communication network.
C) upward communication.
D) the wheel or all-channel communication networks.
E) the lateral communication network.
Answer: D
Skill: Recall
Objective: 5

49) Which network is NOT controlled by management and is perceived by most employees as
being believable and reliable?
A) formal
B) informal
C) internal
D) team
E) technical
Answer: B
Skill: Recall
Objective: 5
50) What is an organization's most common informal network?

A) grapevine
B) memo
C) e-mail
D) voice-mail
E) bulletin
Answer: A
Skill: Recall
Objective: 5
51) Rumours would most likely emerge from which of the following situations?
A) the boss divorcing his wife
B) the retirement of an employee
C) relocation of a department
D) a proposal for better employee benefits
E) a competitor using new technological developments
Answer: C
Skill: Applied
Objective: 5

52) Email in the workplace is

A) effective because it increases workplace productivity.
B) effective because it has channel richness.
C) effective because it is used only when needed.
D) effective because people are careful when crafting email messages.
E) effective because it is cost effective.
Answer: E
Skill: Recall
Objective: 5
53) It was found that ________ percent of information passed on the grapevine is accurate.
A) 10
B) 15
C) 40
D) 55
E) 75
Answer: E
Skill: Applied
Objective: 5
54) Managers should think of the grapevine as a communication network to

A) ignore.
B) encourage.
C) measure anxieties.
D) eliminate.
E) measure misinformation.
Answer: C
Skill: Applied
Objective: 5
55) The grapevine follows the which small-group network pattern?

A) chain
B) wheel
C) all channel
D) cluster
E) single strand
Answer: C
Skill: Recall
Objective: 5

56) According to UWO research on email, managers and professionals devote ________% of
their day to email.
A) 5
B) 13
C) 28
D) 42
E) 62
Answer: C
Skill: Recall
Objective: 5
57) In 2013, ________% of CEOs had no social media presence.

A) 12
B) 28
C) 36
D) 57
E) 68
Answer: E
Skill: Recall
Objective: 5
58) Electronic communication technologies can create

A) higher work-life conflict.
B) higher social networking.
C) higher career achievements.
D) less work-life conflict.
E) less wasted time.
Answer: A
Skill: Applied
Objective: 3

59) People focus ________ on tasks and are ________ stressed when email is available.
A) less, more
B) more, less
C) less, less
D) more, more
E) attention, not
Answer: B
Skill: Recall
Objective: 5
60) Why are organizations concerned about information overload?

A) Productivity is being negatively impacted.
B) Upward communication flows are not as effective.
C) Grapevines have increased as information has increased.
D) Downward communication flows are harmed.
E) Channel richness becomes ineffective.
Answer: A
Skill: Applied
Objective: 3
61) A high-context culture values

A) kinesics.
B) interpersonal communication.
C) verbal communication.
D) nonverbal communication.
E) body language.
Answer: D
Skill: Recall
Topic: Managing Information
Objective: 6
62) A low-context culture values

A) words.
B) grapevines.
C) tones of voice.
D) social psychology.
E) kinesics.
Answer: A
Skill: Applied
Objective: 6

SCENARIO 7-2 You are a professor trying to mediate a dispute. Four students have been asked
to prepare a team presentation; the four team members cannot agree upon how to proceed. The
members are not speaking to each other and are standing at a great distance from one another.
Most of the members of the team are frowning and, when asked to discuss the problem, their
voice tones indicate that they are unhappy with the situation.
63) You can tell there is a communication problem based on

A) filtering.
B) interpretation.
C) nonverbal communications.
D) channel analysis.
Answer: C
Skill: Applied
Objective: 3
64) The term that explains the meaning of the students spacing themselves at a distance from
each other is
A) kinesics.
B) proxemics.
C) managerial context.
D) intonation.
E) noncontact.
Answer: B
Skill: Applied
Objective: 3
65) When communicating with people from a different culture it is recommended that
individuals
A) emphasize listening and state facts.
B) emphasize status and create connections.
C) focus on business and emphasize status.
D) emphasize status and emphasize description.
E) assume differences and emphasize status.
Answer: A
Skill: Recall
Objective: 6

66) Silence is less likely when

A) managers create clear goals.
B) managers use the wheel communication network.
C) minority opinions are respected.
D) managers encourage feedback before encoding messages.
E) the communication channel is email.
Answer: C
Skill: Recall
Objective: 3
67) After reprimanding Sally, Joan detected a long period of silence. How should Joan treat this
period of silence?
A) disregard it
B) interpret it
C) minimize it
D) end it
E) learn from it
Answer: B
Skill: Applied
Objective: 3
68) Ted was always very conscious of not invading his employees "personal space" when
speaking to them; he made sure he did not get too close when he was talking to them. Ted was
therefore paying attention to
A) groupthink.
B) kinesics.
C) cultural barriers.
D) proxemics.
E) empathy.
Answer: D
Skill: Applied
Objective: 3

SCENARIO 7-3 You are presenting a training seminar on cultural communication differences in
business environments. You give the following scenario to your participants:Low-context culture
"I have been thinking we should sign a preliminary contract as soon as possible."High-context
culture "But we would like your president to come for a visit to our factory so that you and your
company can see how efficient we are in our use of materials."Low-context culture "Well...I'd
really like to discuss the pricing so that I can let my president see something in writing."High-
context culture "Tomorrow I would like to take you for lunch with our executive team and the
chairman of our board of directors. They are anxious to meet you."Low-context culture "What's
wrong, can't you make a decision?"
69) Which of the following is a point that you should make sure that your participants understand
about the differences between high and low context cultures?
A) High-context cultures are indecisive and inefficient.
B) High-context cultures are decisive and efficient.
C) High-context cultures value status and reputation.
D) High-context cultures value words and formal titles.
E) High-context cultures value profit and process.
Answer: C
Skill: Applied
Objective: 6
70) Which of the following statements is FALSE?

A) Low-context cultures place high value time efficiency.
B) Low-context cultures place high value on directness.
C) Low-context cultures place high value on subtle communication.
D) Low-context cultures place low value on subtle communication.
E) Low-context cultures place low value on time efficiency.
Answer: C
Skill: Applied
Objective: 6
71) The low-context speaker is probably from which country?

A) China
B) Greece
C) Germany
D) Vietnam
E) Spain
Answer: C
Skill: Applied
Objective: 6

72) Cultures that rely heavily on nonverbal and subtle situational cues in communication are
termed
A) low-context cultures.
B) cross cultures.
C) medium-content cultures.
D) high-context cultures.
E) foreign culture content.
Answer: D
Skill: Recall
Objective: 6
73) In dealing with an employee who is of a different culture, a manager practicing cross-cultural
communication skills might try to create an environment of equality and mutual concern, a
method termed
A) sympathy.
B) third culture.
C) symbolic interaction.
D) semantics.
E) hypothesis testing.
Answer: B
Skill: Recall
Objective: 6
74) What might be TRUE of silence and work-related behaviour?

A) Managers discourage silence by using the wheel communication network.
B) Managers discourage silence by using the chain communication network.
C) Managers discourage silence by using the grapevine.
D) Managers encourage silence by using the wheel communication network.
E) Managers encourage silence by using the all-channel communication network.
Answer: D
Skill: Applied
Objective: 5

75) What are the four specific barriers to cross-cultural communication?

A) semantics, denotation, tone difference, difference in tolerance for conflict
B) kinesics, connotation, tone difference, difference in tolerance for conflict
C) semantics, connotation, tone difference, difference in tolerance for conflict
D) semantics, kinesics, tone difference, difference in tolerance for conflict
E) semantics, connotation, tone difference, proxemics
Answer: C
Skill: Recall
Objective: 6
76) Gerhardt has just arrived from Germany and has already made a major contribution to the
company. He communicates well through the words that he uses, but isn't particularly
demonstrative in terms of his nonverbal communication. Gerhardt is exhibiting the typical
characteristics of a
A) high-context culture.
B) low-context culture.
C) selective perception culture.
D) demonstrative culture.
E) encoded culture.
Answer: B
Skill: Applied
Objective: 6
77) Li is the type of person who likes to avoid direct confrontation with others because it makes
her uncomfortable and it is not something that is familiar to her. Li is exhibiting the
E) encoded culture.
Answer: A
Skill: Applied
Objective: 6

78) Tina always looks for nonverbal messages when she is speaking to her employees as she
feels that they are critical to effective communication. Tina is paying attention to
A) groupthink, proxemics and empathy.
B) proxemics, empathy and intonation.
C) empathy, facial expression and intonation.
D) proxemics, facial expression and intonations.
E) channel richness, empathy and proxemics.
Answer: D
Skill: Applied
Objective: 3
79) Tonya is a real "people person." She is a great communicator, and she spends lots of time
working at building strong social bonds and trust with her colleagues. Tonya is exhibiting the
E) encoded culture.
Answer: A
Skill: Applied
Objective: 6
80) David is a clear communicator. His communication is impersonal and direct. David is
exhibiting the characteristics of a
E) encoded culture.
Answer: B
Skill: Applied
Objective: 6

81) It is easy to tell when Donald isn't listening by the way he looks away when you are speaking
to him and when he begins to tap his pen. Donald is communicating through
A) proxemics.
B) social distance.
C) nonverbal communication.
D) lateral communication.
Answer: C
Skill: Applied
Objective: 3
82) Chase has a personal blog that he has publicized to his colleagues and managers at work; he
also periodically invites his boss to coffee to discuss his ideas about problems he sees in the
workplace. Chase is communicating
A) in a chain network.
B) in a wheel network.
C) downwardly and upwardly.
D) laterally and downwardly.
E) upwardly and laterally.
Answer: E
Skill: Applied
Objective: 4
83) Unionized organizations, when filing grievances, are using

A) downward communication.
B) lateral communication.
C) upward communication.
D) wheel communication networks.
E) all channel communication networks.
Answer: C
Skill: Applied
Objective: 4

84) Which of the following is considered to be an aspect of high channel richness?

A) handles multiple clues simultaneously
B) limits multiple clues
C) limits feedback
D) avoids feedback
E) is impersonal
Answer: A
Skill: Recall
Objective: 2
85) In contrast to informal channels, formal channels

A) require less concentration.
B) are tiring.
C) are established by the organization.
D) create the grapevine.
E) requires less interpretation.
Answer: C
Skill: Recall
Objective: 1
7.2 True/False Questions
1) In the communication process, decoding should precede encoding.

Answer: FALSE
Diff: 1 Type: TF Page Ref: 248
Skill: Recall
Objective: 1
2) Kenny likes to participate in video conferences because the amount of information that is
transmitted in both directions is high. This is known as high channel richness.
Answer: TRUE
Skill: Applied
Objective: 2

3) Steve is a good communicator partially because he always asks clarifying questions at the end
of a conversation to make sure that he has been understood. This is known as a feedback loop.
Answer: TRUE
Skill: Applied
Objective: 1
4) In addition to interactive, the communication process is iterative.

Answer: TRUE
Skill: Recall
Objective: 1
5) The receiver encodes communicated messages.

Answer: FALSE
Skill: Recall
Objective: 1
6) Email, voice messaging systems, and video conferencing are all examples of channels.
Answer: TRUE
Skill: Recall
Objective: 2
7) Nonroutine messages, although likely to be complicated, have little potential for

misunderstanding.
Answer: FALSE
Skill: Recall
Objective: 2
8) High-performing managers tend to communicate nonroutine messages efficiently through

channels that are lower in richness.
Answer: FALSE
Skill: Recall
Objective: 2

9) The sender of a message should choose the channel for the message based on whether the
message is routine or nonroutine.
Answer: TRUE
Skill: Recall
Objective: 2
10) Face-to-face communication scores highest in terms of channel richness.

Answer: TRUE
Skill: Recall
Objective: 2
11) A receiver who is experiencing depression may interpret a message differently from one who
is experiencing jubilation.
Answer: TRUE
Skill: Recall
Objective: 3
12) Mei is known to manipulate information so that the person that she is sending the message to
will receive it more favourably. This is known as selective perception.
Answer: FALSE
Skill: Applied
Objective: 3
13) When he is feeling threatened, Raj usually responds by verbally attacking others or by
making sarcastic remarks. Raj is exhibiting filtering.
Answer: TRUE
Skill: Applied
Objective: 3
14) Information overload is a condition in which information inflow exceeds an individual's

processing capacity.
Answer: TRUE
Skill: Recall
Objective: 3

15) When we think of managers communicating with employees, the downward flow pattern is
the one we usually have in mind.
Answer: TRUE
Skill: Recall
Objective: 4
16) Lateral communications break the chain of command in an organization.

Answer: TRUE
Skill: Recall
Objective: 4
17) Emails should be copied to anyone who has even a remote connection to the message to
maximize communication.
Answer: FALSE
Skill: Recall
Objective: 4
18) The physical location of an office or business is less relevant in today's business environment
as a result of electronic communications.
Answer: TRUE
Skill: Applied
Objective: 4
19) Electronic communications have revolutionized the ability both to access other people and to
reach them almost instantaneously.
Answer: TRUE
Skill: Recall
Objective: 4
20) Downward communication is the most effective direction of communication.

Answer: FALSE
Skill: Recall
Objective: 4

21) Rumours flourish in ambiguous situations.

Answer: TRUE
Skill: Recall
Objective: 4
22) Management can never entirely eliminate the grapevine.

Answer: TRUE
Skill: Recall
Objective: 4
23) Studies of the grapevine indicate that 75 percent of information in the grapevine is TRUE.
Answer: TRUE
Skill: Recall
Objective: 4
24) Research shows the average worker sends and receives 105 emails per day.
Answer: FALSE
Skill: Recall
Objective: 4
25) Examples of nonverbal communication include messages transmitted by the eyes, facial
expressions, and body movement.
Answer: TRUE
Skill: Recall
Objective: 3
26) Body language tends to make verbal communication much less complicated.
Answer: FALSE
Skill: Recall
Objective: 3

27) The physical distance between two people is irrelevant to the communication process.
Answer: FALSE
Skill: Recall
Objective: 3
28) Failing to pay attention to the silent portion of a conversation can result in missing a vital
part of the message.
Answer: TRUE
Skill: Recall
Objective: 3
29) When communicating with someone from China, it is not advisable to rely heavily on
nonverbal communication.
Answer: FALSE
Skill: Applied
Objective: 6
30) "Actions speak louder than words," is a proverb that supports the importance of body
language in non-verbal communication processes.
Answer: TRUE
Skill: Recall
Objective: 3
31) A facial expression can indicate something different from the simultaneously sent verbal
message.
Answer: TRUE
Skill: Recall
Objective: 3
32) Cultural norms have nothing to do with the physical distance an individual requires.
Answer: FALSE
Skill: Recall
Topic: Barriers to Communication
Objective: 3

33) High-context cultures make use of information about a person's professional status, place in
society and reputation.
Answer: TRUE
Skill: Recall
Objective: 6
34) Proxemics is the study of physical space in interpersonal relationships.

Answer: TRUE
Skill: Recall
Objective: 3
35) Low-context cultures make use of information about a person's professional status, place in
society and reputation.
Answer: FALSE
Skill: Recall
Objective: 6
SCENARIO 7-4 You are the only North American in a business group of ten people; all the
others are from Spain, or Greece. You have studied high and low context cultures and want to be
alert to any problems that may be caused by these differences.
36) You should realize your business colleagues from Spain and Greece will relate to you based
on your job title and reputation in the business community.
Answer: TRUE
Skill: Applied
Objective: 6
37) You should expect that your communication style will be too ambiguous and subtle for your
colleagues from Spain and Greece.
Answer: FALSE
Skill: Applied
Objective: 6

38) You can expect that your colleagues from Spain and Greece will be direct and efficient in
their business communication with you.
Answer: FALSE
Skill: Applied
Objective: 6
SCENARIO 7-5 Your work group is diverse. Your supervisor is Japanese and several of your
co-workers are from Latin America. You are aware that certain communication problems may
exist because several cultures are represented.
39) You should recognize that the tone of your voice may cause a communication barrier.
Answer: TRUE
Skill: Applied
Objective: 6
40) You should assume you need to listen to your co-workers to help you identify how you may
be similar or different in your views.
Answer: TRUE
Skill: Applied
Objective: 6
41) You should emphasize description rather than interpretation or evaluation.

Answer: TRUE
Skill: Applied
Objective: 6
42) Silence, the absence of speech or noise, has generally been an ignored form of
communication in the field of organizational behaviour.
Answer: TRUE
Skill: Recall
Objective: 3

43) Astute communicators watch for gaps, pauses, and hesitations.

Answer: TRUE
Skill: Recall
Objective: 3
44) A significant barrier to communication is that words mean different things to different
people.
Answer: TRUE
Skill: Recall
Objective: 3
45) Paraphrasing is an effective feedback technique in the communication process.

Answer: TRUE
Skill: Recall
Objective: 1
7.3 Essay Questions
1) Identify the seven components of the communication process model, and briefly describe each
by providing an example.
Answer: Suggested answer:
- Source/sender—person initiating a message; must be skilled in writing, speaking and reasoning
- Encoding—converting message to symbolic form; affected by skill, attitudes, knowledge,
social-cultural system
- Message—what is communicated; actual physical product from the source encoding; speech;
writing; pictures; gestures and movements; expressions
- Channel—medium through which message travels; formal, informal; authority network in the
organization; formal memos; voice mail, email; meetings.
- Decoding—retranslating sender's message into a form understood by receiver
- Receiver—intended object to whom message is directed; also affected by skill, attitudes,
knowledge, social-cultural system; must be skilled in reading, listening and reasoning
- Feedback—final link in communication process; checks how successful message was
transferred according to original intent; determines whether understanding has been achieved
(Examples can be drawn from text, class discussion, Internet, newspapers such as Globe and
Mail, etc.)
Diff: 3 Type: ES Page Ref: 248
Skill: Applied
Objective: 1

2) Using the concept of channel richness, give examples of messages best conveyed by email, by
face-to-face communication, and on the company bulletin board.
Answer: Suggested answer: Student may begin their answer in a broad context by first
identifying that all of these media are various channels through which to send a message.
Therefore, a definition of channel can be expected. Once this is complete, they may identify the
concept of channel richness and link the definition to the fact that each of the three media listed
vary in richness. Then they may list each of the three media and the appropriate message each
could deliver and explain why.
- Face-to-face—The richest of the channels. Typically used for nonroutine types of messages.
For example: discipline issues, personal reviews, client/customer feedback on personal
performance, emotionally upsetting news involving job cuts, budget cuts, etc.
- Email—Less rich. Unable to use communication cues in order to verify meaning of message.
Some personal nonroutine messages can be used here with success. Further, some personal
messages can be used here, as well, with some success. For example: items that need to be
dispersed quickly (time sensitive issues), like computer repair notifications telling staff that the
system will be down on a certain time/date; all employee notifications of certain operating
policies; more personal items, like feedback on a presentation a person made and things that need
to be considered in the future; or, a verification of a meeting location/time/date.
- Company bulletin board—One of the leanest routine channels to use. There are no verbal or
non-verbal cues (just like email). Situations that are spread out over time would be appropriately
communicated in this manner. For example: holiday hours during which the office will be open
to the public; community events and/or sponsorships over a period of time; donations for a social
event/gift for a colleague. (Examples can be drawn from text, class discussion, Internet,
newspapers such as Globe and Mail, etc.)
Skill: Applied
Objective: 2

3) Describe, using examples, four barriers to effective communication.

- Filtering—sender's manipulation of information so it will be viewed more favourably by
receiver; influenced by personal interests and perceptions of what is important; opportunities for
filtering determined by number of organizational levels
- Selective perception—receivers selectively see and hear based on their needs, motivations,
experience, background and other personal characteristics; receivers project their interests and
expectations into the decoding process
- Emotions—perception of meaning varies depending on the receiver's mood
- Language—age, education, cultural background influence words being used and meaning
attached to them; specialists develop own jargon or technical language; geographical
idiosyncrasies; existence of vertical levels; erroneous assumption that language of sender means
the same to the receiver
-Silence—the withholding of response should be attended to as it can mean people do not feel
they can communicate; there may be fear or a lack of trust
-Non-verbal communication—can totally contradict the verbal message, the nonverbal message
has greatest meaning and should be believed
-Lying—deliberate misrepresentation of information(Examples can be drawn from text, class
discussion, Internet, newspapers such as Globe and Mail, etc.)
Diff: 3 Type: ES Page Ref: 251-255
Skill: Applied
Objective: 3
4) Distinguish between high-context and low-context cultures and give illustrations of how the
qualities of each could contribute to miscommunication in a business setting.
Answer: High-context people rely heavily on nonverbal and subtle situational cues when
communicating with others; example cultures are China, Vietnam, and Saudi Arabia; an
individual's official status in a company is important as well as their reputation and place in
society. Low-context culture: people use words to convey meaning in a direct and more efficient
way; titles and formal ceremonies and customs are much less important and are secondary to
words; documents are precisely worded and most will not rely on verbal agreements but on
legalistic contracts for business processes.
Skill: Applied
Objective: 6

5) Identify and describe the forms of nonverbal communications which affect how we interpret
verbal communications. Provide examples to support your response.
- Body movements—various body actions such as shrugging shoulders; winking an eye; facial
expressions such as smiling, frowning
- Intonations—tone of voice; emphasis on words or phrases; combined with facial expression,
can show arrogance, fear...which would not be communicated via written message
- Proxemics or physical distance—spacing between individuals; largely dependent on cultural
norms (Examples can be drawn from text, class discussion, Internet, newspapers such as Globe
and Mail, etc.)
Skill: Applied
Objective: 3

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Organizational Behaviour Concepts Controversies Applications Canadian 7th Edition Langton Test Bank

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Organizational Behaviour Concepts

Controversies Applications Canadian

7.1 Multiple-Choice Questions

Copyright © 2016 Pearson Canada Inc. 7-1

Copyright © 2016 Pearson Canada Inc. 7-2

8) When a receiver creates meaning from a sender's message, this is

9) In the communication process model, the sender initiates a message by

Copyright © 2016 Pearson Canada Inc. 7-3

10) Who is decoding a message?

11) Who is encoding a message?

12) The ________ is the medium through which a message travels.

Copyright © 2016 Pearson Canada Inc. 7-4

14) Which of the following channels of information is highest in channel richness?

Copyright © 2016 Pearson Canada Inc. 7-5

Copyright © 2016 Pearson Canada Inc. 7-6

Copyright © 2016 Pearson Canada Inc. 7-7

24) Filtering, selective perception, lying are all

Copyright © 2016 Pearson Canada Inc. 7-8

27) Returned goods are a form of

Copyright © 2016 Pearson Canada Inc. 7-9

28) Nonroutine messages are likely to be

30) Which of the following is an example of routine communication?

Copyright © 2016 Pearson Canada Inc. 7-10

31) Understanding channel richness improves communication by

33) To be effective, downward communication must include

Copyright © 2016 Pearson Canada Inc. 7-11

34) Which of the following communication networks are typically vertical?

35) Instant messaging is similar to

36) Which of the following statements about email is TRUE?

Copyright © 2016 Pearson Canada Inc. 7-12

Copyright © 2016 Pearson Canada Inc. 7-13

Copyright © 2016 Pearson Canada Inc. 7-14

43) Which communication network does an unstructured committee best illustrate?

44) The channels by which information flows are called

Copyright © 2016 Pearson Canada Inc. 7-15

46) The least structured communication network is

48) If the accuracy of information in an organization is important, management should use

Copyright © 2016 Pearson Canada Inc. 7-16

50) What is an organization's most common informal network?

Copyright © 2016 Pearson Canada Inc. 7-17

52) Email in the workplace is

54) Managers should think of the grapevine as a communication network to

55) The grapevine follows the which small-group network pattern?

Copyright © 2016 Pearson Canada Inc. 7-18

57) In 2013, ________% of CEOs had no social media presence.

58) Electronic communication technologies can create

Copyright © 2016 Pearson Canada Inc. 7-19

60) Why are organizations concerned about information overload?

61) A high-context culture values

62) A low-context culture values

Copyright © 2016 Pearson Canada Inc. 7-20

63) You can tell there is a communication problem based on

Copyright © 2016 Pearson Canada Inc. 7-21

66) Silence is less likely when

Copyright © 2016 Pearson Canada Inc. 7-22

70) Which of the following statements is FALSE?

71) The low-context speaker is probably from which country?

Copyright © 2016 Pearson Canada Inc. 7-23

74) What might be TRUE of silence and work-related behaviour?

Copyright © 2016 Pearson Canada Inc. 7-24

75) What are the four specific barriers to cross-cultural communication?

Copyright © 2016 Pearson Canada Inc. 7-25

Copyright © 2016 Pearson Canada Inc. 7-26

83) Unionized organizations, when filing grievances, are using