ORGB 5th Edition Nelson Test Bank

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Chapter 08 Communication

TRUEFALSE

1. A memo from a company's president to all employees is an example of one-way communication.

(A) True

(B) False

Answer : (A)

2. Two-way communication is faster than one-way communication and should be used in an

emergency situation.

(A) True

(B) False

Answer : (B)

3. Effective supervisors refrain from voicing their opinions in meetings.

(A) True

(B) False

Answer : (B)

4. Transparency in supervisors leads to increased trust among employees, which in turn, results in
increased employee engagement.

(A) True

(B) False

Answer : (A)

5. Men and women tend to have similar conversational styles.

(A) True

(B) False

Answer : (B)

6. When a person from one culture views people from another culture through the lens of a
stereotype, he or she discounts the individual differences that exist within that foreign culture.
(A) True

(B) False

Answer : (A)

7. One gateway through the communication barrier of diversity is to frequently use jargon or
technical language in a message.

(A) True

(B) False

Answer : (B)

8. Professional jargon may serve only to confuse and derail any attempt at clear understanding of a
message by those unfamiliar with the profession.

(A) True

(B) False

Answer : (A)

9. Dominant defensiveness is characterized by passive or submissive behavior.

(A) True

(B) False

Answer : (B)

10. Kinesics is the study of an individual's perception and use of space, including territorial space.

(A) True

(B) False

Answer : (B)

11. Proxemics consists of variations in speech, such as pitch, loudness, tempo, tone, duration,
laughing, and crying.​

(A) True

(B) False

Answer : (B)
12. Communicative disease refers to loneliness and social isolation resulting from the absence of
heartfelt communication in relationships.

(A) True

(B) False

Answer : (A)

13. Communicative disease is not a physiological disease and, hence, has no adverse effects on the
heart.

(A) True

(B) False

Answer : (A)

14. In the context of communication technologies, the term flame refers to one's tendency to
multitask.

(A) True

(B) False

Answer : (B)

15. The use of new communication technologies discourages polyphasic activity.

(A) True

(B) False

Answer : (B)

MULTICHOICE

16. _____ is an interpersonal communication skill identified by the Department of Labor as necessary
for success in the workplace.

(A) ​Memorizing

(B) ​Writing

(C) ​Reading

(D) ​Screening

Answer : (C)
17. Identify a true statement about perceptual screens.

(A) ​They influence the quality, accuracy, and clarity of a message.

(B) ​They are the uninterpreted, unanalyzed elements of a message.

(C) ​They are uninfluenced by the sender and the receiver's individual attributes.

(D) ​They emphasize the role of the receiver over the sender.

Answer : (A)

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

(A) ​Formal written report

(B) ​Formal numeric report

(C) ​Telephone

(D) ​Flyer

Answer : (C)

19. Which of the following is a communication medium that is moderate in both information richness
and data capacity?

(A) ​Telephone

(B) ​Blog

(C) ​Face-to-face discussion

(D) ​Formal numeric report

Answer : (B)

20. Roberta, the supervisor of a fund-raising project, needs to discuss with her teammates about
their unsatisfactory performance in the project. In order to maximize information richness in her
message, Roberta will most likely:

(A) ​send each teammate a personal e-mail.

(B) ​post a flyer on a bulletin board for all teammates to see.

(C) ​make telephone calls to each teammate.

(D) ​organize face-to-face meetings with each teammate.

Answer : (D)
21. Seek & Swipe, a website for online shopping, decides to inform its ten most loyal customers
about discounts offered on its latest product offerings. In order to maximize information richness in
its message, which of the following communication media will Seek and Swipe most likely use?

(A) ​Bulletins

(B) ​Flyers

(C) ​Face-to-face discussions

(D) ​Formal numeric reports

Answer : (C)

22. Which of the following statements is true of reflective listening?

(A) ​It emphasizes the personal elements of the communication process.

(B) ​It requires the receiver to influence the speaker with his or her personal opinion.

(C) ​It stresses more strongly on the role of the speaker rather than the receiver.

(D) ​It ignores the feelings communicated in the message.

Answer : (A)

23. Janice feels uncomfortable working late hours in office every day. She decides to discuss the
matter with her boss, Merwyn. Being a recent hire, she is hesitant and nervous to complain so early
in her tenure. As she begins to speak, Merwyn notices anxiety and discomfort in her facial
expression and body language. Using reflective listening, in response to Janice's concerns, Merwyn
should first:

(A) ​paraphrase Janice's expressed concerns.

(B) ​clarify Janice's implicit thoughts and feelings.

(C) ​reflect Janice's core feelings.

(D) ​make affirming contact with Janice.

Answer : (D)

24. In the context of reflective listening, the practice of silence:

(A) ​ensures the accuracy of the communication process.

(B) ​helps the listener to shift the speaker's focus from the main problem.

(C) ​enables the speaker and the listener to build greater empathy and openness in their relationship.

(D) ​gives the listener time to sort his or her own thoughts and feelings from those of the speaker.
Answer : (D)

25. Which of the following statements is true of using eye contact in reflective listening?

(A) ​Too much direct eye contact can have an intimidating effect.

(B) ​Rules of appropriate eye contact are the same in all cultures.

(C) ​In India, direct eye contact initiated by women and children is encouraged.

(D) ​Even a periodic aversion of eyes can be a barrier to effective communication.

Answer : (A)

26. Selena, the head architect of a government firm, is called for a meeting with her boss. Her boss
expresses his concern about a collapsing dam at one of the hydroelectric power plants. Using
reflective listening, when responding to her boss, Selena should avoid:

(A) ​paraphrasing the concern being expressed.

(B) ​too much direct eye contact with him.

(C) ​even brief periods of silence.

(D) ​asking questions for clarification.

Answer : (B)

27. In contrast with two-way communication, one-way communication:

(A) ​is more suitable for complex tasks.

(B) ​requires feedback from the listener.

(C) ​allows for reflective listening.

(D) ​is faster but often less accurate.

Answer : (D)

28. Molly, the store manager of a bakery, never fails to voice her opinions to her employees on
various matters of the store. Expressive supervisors like Molly:

(A) ​leave their employees wondering about their opinions.

(B) ​tend toward extroversion.

(C) ​do not support interpersonal communication.

(D) ​lack perceptual screens.

Answer : (B)

29. In an emergency situation, like a life-threatening trauma in an emergency room, a supervisor

must be:

(A) ​sensitive to employees' feelings.

(B) ​an empathetic listener.

(C) ​an apprehensive communicator.

(D) ​directive and assertive.

Answer : (D)

30. Information overload for employees is most likely caused when supervisors:

(A) ​fail to filter and disseminate information selectively to them.

(B) ​tend to use media of communication that lack information richness.

(C) ​do not support two-way communication.

(D) ​want to withhold details from them.

Answer : (A)

31. _____ is a barrier to communication.

(A) ​Cultural similarity

(B) ​Regular feedback

(C) ​Physical separation

(D) ​Common dialect

Answer : (C)

32. Which of the following practices must a supervisor avoid in order to reduce communication
barriers in the workplace?

(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)
33. A gateway through the gender barrier to communication is to:​

(A) ​frequently use metaphors.

(B) ​avoid the use of jargon or technical language.

(C) ​actively seek clarification of a person's meaning.

(D) ​avoid face-to-face communication.

Answer : (C)

34. In the context of barriers to communication, which of the following statements is true of gender
differences?

(A) ​Men and women tend to have similar conversational styles.

(B) ​Women generally initiate eye contact in India.

(C) ​Men prefer to use telephone calls to communicate.

(D) ​Women often prefer to converse face to face.

Answer : (D)

35. One gateway through the communication barrier of diversity is:​

(A) ​avoiding face-to-face communication.

(B) ​frequently using jargon or technical language.

(C) ​increasing cultural awareness and sensitivity.

(D) ​accepting gender-specific differences in conversational style.

Answer : (C)

36. Defensive communication includes messages that are:​

(A) ​assertive.

(B) ​aggressive.

(C) ​direct.

(D) ​powerful.

Answer : (B)

37. Passive-aggressive behavior ends up as:​

(A) ​dominant defensiveness.

(B) ​nonassertive behavior.

(C) ​accommodative behavior.

(D) ​nondefensive communication.

Answer : (A)

38. People who are egotistical are likely to exhibit:​

(A) ​nondefensive communication.

(B) ​dominant defensiveness.

(C) ​passive behavior.

(D) ​submissive behavior.

Answer : (B)

39. Malcolm, a senior editor at a publishing house, often loudly criticizes his subordinates in front of
the other colleagues even when the subordinates are not at fault. This leaves them embarrassed and
humiliated. He also unnecessarily swears and talks at elevated tones while expressing himself. It is
evident that Malcolm exhibits _____ at his workplace.

(A) ​nondefensive communication

(B) ​passive behavior

(C) ​submissive behavior

(D) ​dominant defensiveness

Answer : (D)

40. In the context of defensive tactics, restricting the choices of employees is an example of _____.​

(A) ​a put-down

(B) ​a power play

(C) ​labeling

(D) ​screening

Answer : (B)

41. A manager says to her secretary, "Nancy is a slacker. She is always hard to find when there is a
deadline." In this scenario, the manager is indulging in _____.​

(A) ​power play

(B) ​jargon usage

(C) ​screening

(D) ​labeling

Answer : (D)

42. Which of the following is an example of a passive-aggressive defensive tactic?​

(A) ​Refusing a lunch invite because of a busy schedule

(B) ​Making a hostile joke about someone

(C) ​Cursing in a social environment

(D) ​Yelling at someone in front of other people

Answer : (B)

43. Which of the following statements is an example of nondefensive communication?​

(A) ​Mary is always late to meetings! She lacks professionalism!

(B) ​I sent the memo through intracompany mail. The postman must have lost it.

(C) ​Dan's report is good, but I need to make one recommendation before I approve it.

(D) ​The check is in the mail. Don't call me again!

Answer : (C)

44. 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)

45. _____ is one of the four basic types of nonverbal communication that managers need to
understand.​
(A) ​Paralanguage

(B) ​Phonetics

(C) ​Onomatopoeia

(D) ​Elocution

Answer : (A)

46. Sania is conducting a survey to determine the average social distance in corporate offices in her
city. By conducting this survey, Sania is engaging in _____.

(A) ​proxemics

(B) ​kinesics

(C) ​labeling

(D) ​power play

Answer : (A)

47. Friends typically interact within the:

(A) ​intimate space zone.

(B) ​personal distance zone.

(C) ​social distance zone.

(D) ​public distance zone.

Answer : (B)

48. A four-foot-wide desk pushes business interactions into the _____.

(A) ​intimate space zone.

(B) ​personal distance zone.

(C) ​social distance zone.

(D) ​public distance zone.

Answer : (C)

49. Seating arrangements and dynamics can be examined in a _____ study.​

(A) ​paralanguage
(B) ​proxemics

(C) ​kinesics

(D) ​language

Answer : (B)

50. Barbra has a meeting with a coworker about a project. She wants to encourage cooperation from
her coworker so that he, too, feels committed to the project. Given this information, which of the
following seating arrangements will most likely help Barbra achieve her purpose?

(A) ​Barbra must sit directly across from her coworker.

(B) ​Barbra must seat her coworker at a right angle to herself.

(C) ​Barbra must seat her coworker within her zone of intimate space.

(D) ​Barbra must sit next to her coworker, facing the same direction.

Answer : (D)

51. To facilitate direct and open communication with another person, _____.

(A) ​one should seat the other person beside oneself, facing the same direction

(B) ​one should seat the other person at right angles to oneself

(C) ​one must position the other person directly across from oneself

(D) ​one must position the other person inside one's intimate space zone

Answer : (B)

52. Which of the following statements is true of kinesics?

(A) ​It is the study of body movement and posture.

(B) ​It is a form of verbal communication.

(C) ​It is the study of an individual's use of space.

(D) ​It is not bound to culture.

Answer : (A)

53. Ralph, an FBI agent, interrogates a criminal suspect. Ralph carefully observes the suspect's
body movements and notices him clenching his teeth, drumming his fingers, and profusely
perspiring. Given this information, it is evident that Ralph is engaging in _____.​
(A) ​power play

(B) ​proxemics

(C) ​labeling

(D) ​kinesics

Answer : (D)

54. Which of the following statements is true about paralanguage?​

(A) ​It enables people to make assumptions about a communicator.

(B) ​It is a form of verbal communication.

(C) ​It consists of the use of jargons or technical language in a message.

(D) ​It is the study of body movement and posture.

Answer : (A)

55. Rita has a naturally loud voice. Even when she is happy, her colleagues mistake her to be angry
or upset. In this scenario, Rita's colleagues evidently make assumptions about her based on _____
cues.​

(A) ​proxemics

(B) ​kinesics

(C) ​paralanguage

(D) ​feedback

Answer : (C)

56. A balance between head and heart is achieved when a person displays _____.

(A) ​defensive communication

(B) ​submissive behavior

(C) ​communicative disease

(D) ​emotional competence

Answer : (D)

57. _____ is at the core of personal integrity and managerial success, as is evident in the lives of
most successful executives.
(A) ​Healthy communication

(B) ​Kinesics

(C) ​Proxemics

(D) ​Defensive communication

Answer : (A)

58. _____ are a form of written communication that establish guidelines for decision making and
codes of conduct.

(A) ​Memorandums

(B) ​Electronic mails

(C) ​Policy manuals

(D) ​Letters

Answer : (C)

59. A(n) _____ is an example of computer-mediated communication.

(A) ​policy manual

(B) ​e-mail

(C) ​operation manual

(D) ​form

Answer : (B)

60. E-mail, teleconferencing, and Wi-Fi are all classified as _____.​

(A) ​proxemics

(B) ​intra-cognitive communication

(C) ​information communication technology

(D) ​kinesics

Answer : (C)

61. An effect of computer-mediated communication is that:

(A) ​the verbal cues that help to decipher a message are absent.
(B) ​interpersonal skills tend to be less blunt.

(C) ​the likelihood to flame, or make rude comments, is increased.

(D) ​polyphasic activity is discouraged.

Answer : (C)

62. Polyphasic activity is:​

(A) ​the study of space in nonverbal communication.

(B) ​the study of seating arrangements.

(C) ​conducting face-to-face conversations with at least two people.

(D) ​doing more than one thing at a time, or multitasking.

Answer : (D)

63. Which of the following is appropriate channel etiquette when using YouTube?

(A) ​Do no acknowledge any comments in the review page.

(B) ​Never use video replies to comments, as that will escalate the problem.

(C) ​Avoid all self-promotion, because YouTube is purely a knowledge-sharing platform.

(D) ​Avoid reacting defensively to inappropriate comments as it will only make it worse.

Answer : (D)

ESSAY

64. Explain how language is a potential barrier to communication.

Graders Info :

Answers will vary.Language can be a barrier to communication. Growing numbers of business men
and women are bilingual or multilingual, but even subtle distinctions in dialects within the same
language can be barriers. For example, the word chemist means a molecular scientist in the United
States and a drugstore worker in Great Britain. Language barriers are created across disciplines and
professional boundaries by technical terminology. Although acronyms and professional jargon may
be very useful tools of communication within in a discipline, they may serve only to confuse and
derail any attempt at clear understanding by those unfamiliar with the profession. When doing
business, it's best to use simple, direct, declarative language. One should speak in brief sentences
and employ terms or words already used by one's audience. As much as possible, one should speak
in the language of the listener. Above all else, one should not use jargon or technical language
except with those who are already familiar with it. Please see the section ''Barriers and Gateways to
Communication'' for more information.

65. Describe the significance of paralanguage in nonverbal communication.

Graders Info :

Answers will vary.Paralanguage consists of variations in speech, such as pitch, loudness, tempo,
tone, duration, laughing, and crying. People make assumptions about the communicator by
deciphering paralanguage cues. A female's high-pitched, breathy voice may lead coworkers to
stereotype her as a "dumb blonde." Rapid, loud speech may be taken as a sign of nervousness or
anger. Interruptions such as "mmm" and "okay" may be used to speed up the speaker so that the
receiver can get in a few words. Clucking of the tongue and the tsk-tsk sound are used to shame
someone. All these cues relate to how something is said. Please see the section ''Nonverbal
Communication" for more information.

66. How do communication technologies affect behavior in the work environment?

Graders Info :

Answers will vary.Computer-mediated communication influences virtually all behavior in the work
environment. It is impersonal in nature and the nonverbal cues we rely on to decipher a message are
absent. Communication via technology also changes group dynamics by equalizing participation. The
potential for information overload is particularly great when individuals are first introduced to new
communication technologies. An individual can easily become overwhelmed by information and must
learn to be selective about its access. While modern information communication technology may
make work easier and increase employees' productivity, it can also prove precarious for managers.
Many new technologies encourage polyphasic activity, or multitasking (i.e., doing more than one
thing at a time). Finally, the new technologies may make people less patient with face-to-face
communication. Please see the section "Communicating through New Technologies and Social
Media" for more information.