Orgb 4 4th Edition Nelson Test Bank

ORGB 4 4th Edition Nelson Test Bank
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1. Assume that you are a supervisor who manages more than 20 employees, each of whom occupies a different job.
At a recent project meeting with your employees, you discussed with them the importance of communication and
the rapidly developing technology associated with communication. A point that you should not fail to make in your
discussion is that:
a. supervisory communication is always one-way.
b. face-to-face communication is inefficient.
c. formal communication channels should be used at all times.
d. communication evokes a shared meaning in another person.
ANSWER: d
DIFFICULTY: Moderate
LEARNING OBJECTIVES: ORGB.NELS.15.08.01
NATIONAL STANDARDS: United States - BUSPROG: Communication
STATE STANDARDS: United States - Ohio - DISC: Leadership Principles
KEYWORDS: Bloom's: Application
2. Which of the following interpersonal communication skills has the Department of Labor identified as being
necessary for successful functioning in the workplace?
a. Empathy
b. Writing
c. Reading
d. Understanding
ANSWER: c
DIFFICULTY: Easy
KEYWORDS: Bloom's: Knowledge
3. The evoking of a shared, or common, meaning in another person is known as .

a. interpretation
b. communication
c. a response pattern
d. a message
ANSWER: b
DIFFICULTY: Easy
4. The element of a communication model that contains the thoughts and feelings a communicator is attempting to
elicit in a receiver is called a(n) .
a. data
b. feedback
c. message
d. information
ANSWER: c
DIFFICULTY: Easy
5. Which of the following media is considered high in information richness?

a. Personalized memo
b. Electronic mail
c. Telephone
d. Flyer
ANSWER: c
DIFFICULTY: Easy
6. The window through which we interact with people and influence the quality, accuracy, and clarity of the
communication is called .
a. a perceptual screen
b. a communication filter
c. an interpretation funnel
d. the communication vacuum
ANSWER: a
DIFFICULTY: Easy
7. A communication medium that is moderate in both information richness and data capacity is:
a. the telephone.
b. electronic mail.
c. face-to-face discussion.
d. formal numeric report.
ANSWER: b
DIFFICULTY: Easy
8. When a supervisor sends a message to his or her employees who comprise a diverse workgroup, both parties to the
message should be sensitive to:
a. the perceptual screens.
b. the external environment.
c. the informal communication channel.
d. the implicit thoughts and feelings of each other.
ANSWER: a
9. As a supervisor, you decide you need to communicate with several of your employees about below standard or
unsatisfactory work. Which of the following would be the best way to send your message?
a. E-mail
b. A memo posted on a bulletin board
c. A telephone call
d. A face-to-face meeting
ANSWER: d
10. Kodak has used blogging and social media to encourage customer conversations and decision making, thus
leveraging the business in a positive way. The information richness and data capacity of blogging as a
communication medium is:
a. high and low respectively.
b. low and high respectively.
c. moderate for both the characteristics.
d. high for both the characteristics.
ANSWER: c
11. If one of your employees was in the early stages of expressing thoughts and feelings about a problem, especially
when there may be some associated anxiety or discomfort, it would be most appropriate for you to:
a. paraphrase the expressed thoughts and feelings.
b. clarify implicit thoughts and feelings.
c. reflect core feelings.
d. make affirming contact.
ANSWER: d DIFFICULTY:
Challenging
12. Providing the time to identify and isolate the listener's personal responses and exclude them from the dialogue is one
of the purposes of:
a. paraphrasing expressed thoughts and feelings.
b. clarifying implicit thoughts and feelings.
c. eye contact.
d. silence.
ANSWER: d
DIFFICULTY: Easy
13. Which of the following is NOT true of reflective listening?
a. Reflective listening emphasizes personal elements of the communication process.
b. Reflective listening is particularly helpful in problem-solving situations.
c. Reflective listening emphasizes more strongly the role of the communicator.
d. The listener's emphasis should be on responding to the communicator, not leading the communicator.
ANSWER: c
KEYWORDS: Bloom's: Comprehension
14. All of the following are included in reflective listening except:

a. affirming contact.
b. clarifying the implicit.
c. silence.
d. criticism.
ANSWER: d
DIFFICULTY: Easy
15. If your supervisor spoke with you about a significant production problem within your department, you would avoid:
a. paraphrasing the concern being expressed.
b. eye contact with him or her.
c. long periods of silence.
d. asking questions for clarification.
ANSWER: c
16. One-way communication in contrast to two-way communication:
a. is especially more accurate for complex tasks.
b. solicits interaction.
c. allows for reflective listening.
d. is especially faster.
ANSWER: d
DIFFICULTY: Easy
17. As a supervisor in an emergency situation, you should be:

a. sensitive to employees' feelings.
b. an empathetic listener.
c. an apprehensive communicator.
d. directive and assertive.
ANSWER: d
18. Information overload for employees or a lack of sufficient information for performance and task accomplishment
can result from:
a. a failure to filter and disseminate information selectively.
b. the tendency to use overly rich media of communication.
c. inappropriate use of the perceptual window.
d. gender differences.
ANSWER: a
19. A barrier to effective communication is:
a. redundancy.
b. feedback.
c. status difference.
d. common dialect.
ANSWER: c
DIFFICULTY: Easy
20. Which of the following approaches must a supervisor avoid in order to reduce communication barriers?
a. Minimizing jargon and technical language
b. Encouraging formation of nonhierarchical working relationships
c. Providing cross-cultural training
d. Encouraging men and women to interact the same way
ANSWER: d
21. A main method to overcome physical separation as a barrier to communication is to:

a. form nonhierarchical working relationships.
b. to develop an awareness of gender specific differences in conversational style.
c. to eliminate the use of technical terminology in communication.
d. to increase the use of face-to-face communication.
ANSWER: d
22. An effective method to reduce or overcome barriers to communication due to gender differences is to:
a. frequently use metaphors.
b. avoid using jargon and technical terms.
c. seek clarification of a person's meaning.
d. avoid face-to-face communication.
ANSWER: c
23. All of the following are forms of incivility except:

a. discourteousness.
b. impatience.
c. social swearing.
d. rudeness.
ANSWER: c
DIFFICULTY: Easy
24. People who are egotistical usually exhibit:

a. subordinate defensiveness.
b. dominant defensiveness.
c. nonverbal communication.
d. nondefensive communication.
ANSWER: b
DIFFICULTY: Easy
25. Which of the following is NOT considered a result or outcome of defensive communication?
a. Assertive but accurate message sending
b. Increased nonproductive time
c. Retaliation
d. Aggression and abuse
ANSWER: a
26. You witness an incident at work where a supervisor loudly criticizes an employee in front of several other
employees. Later, you learn that the employee didn't make any mistake. The supervisor's communication is an
example of:
a. nondefensive communication.
b. a territorial space violation.
c. paralanguage.
d. dominant defensiveness.
ANSWER: d
27. Passive-aggressive communication and behavior frequently end up as:

a. dominant defensive behavior.
b. nonassertive behavior.
c. accommodative and helpful behavior.
d. nondefensive behavior.
ANSWER: a
28. A manager comments to her secretary, "How come Nancy (a word processor) is always hard to find when there is
a deadline? She is a loafer." This is an example of:
a. deception.
b. regression.
c. civility.
d. labeling.
ANSWER: d
29. A defensive tactic used by an individual to manipulate and control others is:
a. a put-down.
b. a power play.
c. labeling.
d. insanity.
ANSWER: b
DIFFICULTY: Easy
30. Which of the following is NOT a characteristic of nondefensive communication and behavior?
a. Being informative
b. Being realistic
c. Being controlled
d. Being evasive
ANSWER: d
31. Which of the following statements is an example of nondefensive communication?
a. "Mary is always late to meetings."
b. "I sent the memo through intracompany mail. They must have lost it."
c. "I received the report from Dan yesterday and have briefly reviewed it. It looks good but I need to talk to
him about one recommendation before I approve it."
d. "The check is in the mail. Don't call me again."
ANSWER: c
32. In which of the following communication situations can nonverbal communication be utilized?
a. Committee meeting
b. E-mail
c. Voice mail
d. Telephone call
ANSWER: a
33. Friends typically interact within one's:

a. intimate space.
b. personal distance zone.
c. social distance zone.
d. public distance zone.
ANSWER: b
DIFFICULTY: Easy
34. Seating arrangements and dynamics can be examined in a(n) study.
a. paralanguage
b. proxemics
c. kinesics
d. attitude
ANSWER: b
DIFFICULTY: Easy
35. You are chairing quality circle meetings with your employees and want to maximize opportunities for all to speak
and contribute. The seating arrangement and table shape to accomplish this should be:
a. square.
b. round.
c. oblong.
d. rectangular.
ANSWER: b
36. Which of the following seating arrangements would be most appropriate to facilitate direct and open communication
with a person?
a. Seating the other person beside you, facing the same direction
b. Seating the other person in a place where you will be at right angles
c. Seating the other person directly across from you
d. Seating the person inside your intimate space zone
ANSWER: b
37. Americans generally do not like to communicate with their business associates within their:
a. social distance.
b. personal distance.
c. intimate distance.
d. public distance.
ANSWER: c
DIFFICULTY: Easy
38. The study of an individual's perception and use of space, including territorial space, is called .
a. proxemics
b. kinesics
c. spatial differentiation
d. paralanguage
ANSWER: a
DIFFICULTY: Easy
39. In nonverbal communication, the study of body movements, including posture, is known as .
a. kinesics
b. proxemics
c. paralanguage
d. posturics
ANSWER: a
DIFFICULTY: Easy
40. In the context of nonverbal communication, consists of variations in speech, such as pitch, loudness, tempo,
tone, duration, laughing, and crying.
a. paralanguage
b. proxemics
c. kinesics
d. polyphasic activity
ANSWER: a
41. Positive, healthy communication is achieved when:

a. there is a balance between the head and the heart.
b. a person displays positive emotional competence and has a healthy conversation between thoughts and
feelings.
c. working together is taken for its interpersonal and intrapersonal meaning.
d. all of the above.
ANSWER: d
42. At the core of personal integrity as displayed by executives is:

a. positive, healthy communication.
b. kinesics.
c. proxemics.
d. defensive communication.
ANSWER: a
DIFFICULTY: Easy
43. Personal integrity in positive, healthy communication is achieved through:
a. morality.
b. leadership.
c. communicative disease.
d. emotional competence.
ANSWER: d
DIFFICULTY: Easy
44. Studies have shown that using computer-mediated communication tends to result in an increase in .
a. depression
b. stress
c. flaming
d. proxemic behavior
ANSWER: c
DIFFICULTY: Easy
45. Computer-aided communications systems (e-mail, intranet for example) encourage all of the following except:
a. flaming or rude communication.
b. fast, immediate access to information and absence of nonverbal cues.
c. overloading of information.
d. significant disparities in participation levels of persons within a group.
ANSWER: d
46. Many of the communication technologies significantly limit or eliminate forms of communication.
a. written
b. impolite c.
dominant d.
nonverbal
ANSWER: d
DIFFICULTY: Easy
47. The use of new technologies encourages .

a. small talk
b. polyphasic activity
c. less time for groups to reach consensus
d. face-to-face communication
ANSWER: b
DIFFICULTY: Easy
48. Polyphasic activity:

a. is the study of space in nonverbal communication.
b. is the study of seating arrangements.
c. means having face-to-face conversations with more than one person at a time.
d. means doing more than one task at a time.
ANSWER: d
DIFFICULTY: Easy
49. Reflective listening means to evoke a shared or common meaning in another person.
a. True
b. False
ANSWER: False
DIFFICULTY: Easy
50. Interpersonal communication does not affect the health and well-being of the workforce in any way.
a. True
b. False
ANSWER: False
DIFFICULTY: Easy
NATIONAL STANDARDS: United States - BUSPROG: Communication - BUSPROG: Communication
51. An important method for determining if a message has been received and understood is to solicit and examine
feedback.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
52. A communication medium that is low in information richness is good for sending numeric or factual data.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
53. A good reflective listener does not lead the speaker according to the listener's own thoughts and feelings.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
54. Two-way communication is faster and should be used in an emergency situation.

a. True
b. False
ANSWER: False
DIFFICULTY: Easy
55. A memo from a company president to all employees is an example of one-way communication.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
56. Status differences can influence the content and manner in which a message is sent from a subordinate to someone
higher in the organization.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
57. Women prefer face-to-face communication, whereas men are comfortable sitting side by side and concentrating on
some focal point in front of them.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
58. Communication styles and channels are very similar for men and women.
a. True
b. False
ANSWER: False
DIFFICULTY: Easy
59. When people from one culture view those in another culture through the lens of a stereotype, they are in effect
discounting the individual differences within the other culture.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
60. Incivility consists of discourteous communication and rude behavior that are disrespectful, hurtful, or injurious.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
61. Defensive communication includes aggressive, malevolent messages as well as passive, withdrawn messages.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
62. Social swearing and annoyance swearing are basically the same form of uncivil behavior.
a. True
b. False
ANSWER: False
DIFFICULTY: Easy
63. Passive-aggressive behavior is a form of defensiveness that begins as subordinate defensiveness and ends up as
dominant defensiveness.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
64. Seating dynamics is an important aspect of proxemics.

a. True
b. False
ANSWER: True
DIFFICULTY: Easy
65. A direct gaze indicates dedication, truthfulness, and forthrightness in the United States.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
66. The absence of heartfelt communication in human relationships leads to loneliness and social isolation and is known
as communicative disease.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
67. The balance between head and heart is achieved when a person displays positive emotional competence and is able
to have a healthy internal conversation between his or her thoughts and feelings.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
68. Modern technologies may challenge our ability to maintain trust in relationships.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
69. The use of new technologies encourages doing more than one thing at a time.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
70. New communication technologies may make people less patient with face-to-face communication.
a. True
b. False
ANSWER: True
DIFFICULTY: Easy
71. Relative to face-to-face interaction, people who communicate via e-mail are more cooperative and feel less justified
in being noncooperative.
a. True
b. False
ANSWER: False
DIFFICULTY: Easy
72. Identify the elements of the communication model and provide an example of each.
ANSWER: The basic elements are sender, receiver, message, feedback, and perceptual screens.
The sender formulates a message and transmits it through a channel to a receiver.
The channel can be a telephone, letter, memo, or electronic mail. The message may
consist of data, information, thoughts, and even the feelings/emotions of the sender.
The receiver may send feedback or return a message to the sender. Feedback
enhances clarity and understanding but takes time. Perceptual screens refer to the
sender's and receiver's views of the world that may influence message understanding.
As an example of the model, a supervisor can convey a message (through face-to-
face interaction) to an employee, who may raise questions about the message in an
effort to understand it. These questions are a form of feedback.
73. What are barriers to communication? Name the barriers of communication that exist in organizations.
ANSWER: Barriers to communication are factors that distort, disrupt, or even halt successful
communication. They may be temporary and easily resolved or long-lasting and
deeply rooted. Obvious barriers are physical separation(employees in different
geographic locations or buildings) and status differences (related to the organizational
hierarchy). Not so obvious are the barriers caused by gender differences, cultural
diversity, and language.
74. Define reflective listening. What are the four levels of verbal response that it necessitates?
ANSWER: Reflective listening is the skill of carefully listening to a message and immediately
repeating it back to the speaker.
Reflective listening necessitates four levels of verbal response: affirming contact,
paraphrasing expressed thoughts and feelings, clarifying implicit thoughts and feelings,
and reflecting core feelings not fully expressed. Nonverbal behaviors, such as eye
contact and silence, are also important in reflective listening.
DIFFICULTY: Easy
75. How do communication technologies affect behavior?
ANSWER: The new communication technologies provide faster, more immediate access to
information than was available in the past. Computer-mediated communication is
more impersonal in nature and the nonverbal cues we rely on to decipher a message
are also absent. Communication through technological means has had a tendency to
equalize participation. The potential for overload is also much greater. Polyphasic
activity (doing more than one thing at a time) is also encouraged with new technology.
Finally, the new technologies may make people less patient with face-to-face
communication.
Match the following:

a. The ability of a medium to convey meaning to a receiver
b. Data that have been interpreted, analyzed, and have meaning to some user
c. The thoughts and feelings that the communicator is attempting to evoke in the receiver
d. The words, their pronunciations, and the methods of combining them used and understood by a group of
people
e. The person sending a message
DIFFICULTY: Easy
76. Language
ANSWER: d
77. Communicator
ANSWER: e
78. Information
ANSWER: b
79. Richness
ANSWER: a
80. Message
ANSWER: c
a. A window through which one interacts with others.
b. A receiver's response to the message received from the sender
c. Feedback from receiver for purpose of checking accuracy of sender's message
d. A form of nonverbal communication
e. Repeating of a message using different words, or a form of oral shorthand
DIFFICULTY: Easy
81. Eye contact
ANSWER: d
82. Affirmation
ANSWER: b
83. Paraphrasing
ANSWER: e
84. Reflective listening
ANSWER: c
85. Perceptual screen
ANSWER: a
a. Interactive communication
b. A person who can experience the feelings and emotions of the message and sender
c. Messages that are aggressive, malevolent, passive, or withdrawn
d. A defensive communication tactic
e. Constructive, healthy communication in working relationships
DIFFICULTY: Easy
ORGB.NELS.15.08.02
ORGB.NELS.15.08.04
86. Defensive communication
ANSWER: c
87. Two-way communication
ANSWER: a
88. Scapegoating
ANSWER: d
89. Nondefensive communication
ANSWER: e
90. Empathetic listener
ANSWER: b
a. Communication characterized by passive, submissive, withdrawing behavior
b. Communication without words or use of language
c. Communication characterized by active, aggressive, and attacking behavior
d. Bands of space extending outward from oneself
e. Study of an individual's perception and use of space
DIFFICULTY: Easy
ORGB.NELS.15.08.05
91. Proxemics
ANSWER: e
92. Subordinate defensiveness
ANSWER: a
93. Nonverbal communication
ANSWER: b
94. Territorial space
ANSWER: d
95. Dominant defensiveness
ANSWER: c
a. Study of body movements, including posture
b. Speech variations, such as tone, tempo, pitch, loudness, laughing, and crying
c. The study of an individual’s perception and use of space
d. An example of nonverbal communication
e. Excessive information
DIFFICULTY: Easy
ORGB.NELS.15.08.05
96. Proxemics
ANSWER: c
97. Overload
ANSWER: e
98. Facial expression
ANSWER: d
99. Paralanguage
ANSWER: b
100. Kinesics
ANSWER: a

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3. The evoking of a shared, or common, meaning in another person is known as .

5. Which of the following media is considered high in information richness?

14. All of the following are included in reflective listening except:

17. As a supervisor in an emergency situation, you should be:

21. A main method to overcome physical separation as a barrier to communication is to:

23. All of the following are forms of incivility except:

24. People who are egotistical usually exhibit:

27. Passive-aggressive communication and behavior frequently end up as:

33. Friends typically interact within one's:

41. Positive, healthy communication is achieved when:

42. At the core of personal integrity as displayed by executives is:

47. The use of new technologies encourages .

48. Polyphasic activity:

54. Two-way communication is faster and should be used in an emergency situation.

64. Seating dynamics is an important aspect of proxemics.

Match the following:

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