Deck 12: Managing Communication and Information

Question 1

Watching a movie in a foreign language you do not understand, without subtitles, allows you to perceive _________ forms of communication.

A)only nonverbal
B)verbal, body language and verbal intonation as
C)only verbal
D)both verbal and nonverbal

Answer 1

only nonverbal

Question 2

Reading is an example of this communication step.

A)Feedback
B)Encoding
C)Receiving
D)Decoding

Answer 2

D

Question 3

Reading a transcription of a discussion allows you to perceive _________ forms of communication.

A)both verbal and nonverbal
B)only nonverbal
C)only verbal
D)verbal, body language and verbal intonation as

Answer 3

only verbal

Question 4

The communication process begins with this.

A)A thought or purpose
B)A message
C)An encoded message
D)A noise

Question 5

An example of nonverbal communication is _________.

A)a whisper
B)a voice mail
C)a snarl
D)an instant text message

Question 6

Four conditions influence the content of an encoded message: the skills, attitudes, knowledge and _________ of the sender.

A)political conditions
B)technological environment
C)social-cultural system
D)demographic

Question 7

A live singing performance allows a listener to perceive _________ forms of communication.

A)verbal, body language and verbal intonation as
B)only verbal
C)only nonverbal
D)body language, facial expressions and verbal intonation as

Question 8

_________ a manager does involves communicating.

A)Nothing
B)Some things
C)Most things
D)Everything

Question 9

Managers often travel long distances to have a face-to-face meeting with someone for this reason.

A)Most communication is done through body language
B)It communicates a sense of power, rank and mobility
C)Other forms of communication have security concerns
D)It shows respect

Question 10

The great advantage of a written message is that it _________.

A)is formal
B)provides a permanent record
C)enables instant feedback
D)is clear and easy to follow

Question 11

In order to transmit a message, the thought originating with the sender must be _________ to symbolic form.

A)decoded
B)channelled
C)encoded
D)filtered

Question 12

The final link in the communication process is _________.

A)decoding
B)feedback
C)receiving
D)sending

Question 13

A _________ is the actual physical product encoded from the source.

A)noise
B)purpose
C)message
D)channel

Question 14

A spelling mistake in a message is an example of _________.

A)an encoding error
B)a sending error
C)a receiver error
D)a transmission error

Question 15

When an auto industry manager raves about plans for a car design and fails to see the flaws in the model, he is engaging in this.

A)Confidence overload
B)Selective perception
C)Filtering
D)Emotional dissonance

Question 16

Verbal intonation is a form of _________.

A)body language
B)facial expression
C)nonverbal communication
D)verbal communication

Question 17

The channel is the _________.

A)medium that the messages travels through
B)noise filtering mechanism in the communication process
C)actual physical product from the source that conveys a purpose
D)capacity for different communication media to facilitate shared meaning

Question 18

Feedback is a message that travels from _________.

A)the original receiver to the original sender
B)source to decoder
C)encoder to receiver
D)the original sender to the original receiver

Question 19

Which of the following is a disadvantage of written communication?

A)It often cannot be verified
B)It is more time-consuming
C)It can be used for complex communications
D)It is less likely to be logical and clear

Question 20

_________ is the deliberate manipulation of information by the sender to make it appear more favourable to the receiver.

A)Filtering
B)Information overload
C)Noise pollution
D)Selective perception

Question 21

Characteristics such as whether the channel is personal or impersonal and the speed at which messages can be sent determine _________

A)noise level
B)jargon
C)media richness
D)decoding

Question 22

Collectivist countries, such as Japan, typically value _________.

A)formal communication
B)decisions by consensus
C)filtering of information
D)emails and position papers

Question 23

Active listening is enhanced by developing _________ with the speaker.

A)telepathy
B)apathy
C)sympathy
D)empathy

Question 24

Which phrase best reflects the problems associated with jargon?

A)Within a specialised, close-knit group
B)As shorthand for technical terms
C)In spoken rather than written language
D)Words mean different things to different people

Question 25

What are the four essential elements of active listening?

A)Concentration, intensity, willingness to take responsibility for actions, receptivity
B)Summarising, integrating, empathy, concentration
C)Intensity, empathy, acceptance, willingness to take responsibility for completeness
D)Intensity, concentration, empathy, acceptance

Question 26

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 this.

A)Information overload
B)Noise barrier
C)Selective perception
D)Filtering

Question 27

Emotions can distort communication _________.

A)for receivers only
B)only when negative
C)for both senders and receivers
D)for senders only

Question 28

One particularly effective form of providing feedback is for the receiver to _________.

A)send a written message that states 'message received'
B)raise a hand to show that the message was received
C)restate the message in his or her own words
D)state 'message received' out loud

Question 29

All of the following are true of active listening except _________.

A)Empathy is a barrier to active listening
B)Listening demands serious intellectual effort
C)Active listening demands intense concentration
D)It is a skill that most people need to improve

Question 30

When an auto designer's presentation of a new car design shows all of the good features of the design but fails to mention the poor fuel efficiency that the model will get, she is engaging in this.

A)Information overload
B)Filtering
C)Emotion
D)Selective perception

Question 31

Australian managers tend to rely on this style of communication.

A)Formal and written
B)Verbal and formal
C)Verbal and informal
D)Informal and unwritten

Question 32

The average listener can understand language at a rate that is _________ the average speaker can speak.

A)much faster than
B)much slower than
C)the same rate as
D)a little bit slower than

Question 33

During an interview, minutes after a tough loss, a soccer coach who is frustrated with calls made by the game's referees should probably do this.

A)Take some time to cool down
B)Express his anger freely
C)Blame the referees for the defeat
D)Blame himself for the defeat

Question 34

Which of the following is an example of a noise?

A)Alison surveys her employees about their favourite restaurant
B)Rashmi sends an emotional email to her manager about another colleague
C)Jack asks the new employee if she is married
D)Max's audio drops out during his Webinar

Question 35

While the speaker is speaking, active listeners use idle brain time to _________.

A)summarise what they've heard
B)compose interesting follow-up questions
C)plan other important projects
D)evaluate the ethical nature of the speaker's content

Question 36

Which organisation would most likely offer more opportunities for filtering?

A)An organisation with a strict hierarchy
B)An organisation with collaborative work arrangements
C)An organisation that primarily uses email to communicate
D)An organisation that rewards substance over appearance

Question 37

Auto company engineers want technical terms such as 'limited slip differential' used in car ads.Ad executives, on the other hand, do not want these terms used.The cause of their disagreement is _________.

A)selective perception
B)emotion
C)gender
D)language

Question 38

Which slogan for a new car would be likely to appeal more to women than to men?

A)Carve out your niche
B)Be the top dog on every block
C)The ultimate among ultimates
D)Carry a little bit of home wherever you drive

Question 39

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

A)received
B)received and understood
C)worth sending
D)verbal or nonverbal

Question 40

Because the average listener can comprehend language at a rate that is much higher than speakers can speak, people tend to be _________.

A)good speakers
B)good listeners
C)slow talkers
D)poor listeners

Question 41

Active listening requires making super-quick judgments while a person is speaking.

Question 42

A good rule of thumb is never to try to communicate an important message until your emotions are under control.

Question 43

Verbal intonation can be a part of written communication.

Question 44

In Australia, managers tend to prefer informal over formal communication.

Question 45

Everything a manager does involves communication.

Question 46

In order to be sent, a message needs to be filtered first.

Question 47

Decoding is a response that confirms a message.

Question 48

An example of filtering is telling your boss what she wants to hear.

Question 49

Nonverbal communication is a major part of the communication that takes place during a conversation.

Question 50

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

Question 51

Selective perception involves deception on the part of the person receiving a message.

Question 52

Emotions can cause a single message to be interpreted in two different ways.

Question 53

Success in communication partly involves reasoning skills.

Question 54

One disadvantage of written communication is that it is hard to get feedback.

Question 55

When men talk, they typically place more emphasis on creating connections than on status or authority.

Question 56

Which of the following essential elements of active listening requires a listener to focus completely on what a speaker is saying?

A)Intensity
B)Acceptance
C)Empathy
D)Willingness to take responsibility for completeness

Question 57

Body language and facial expressions are the only forms of nonverbal communication.

Question 58

In Japan, managers use formal communication to seek consensus.

Question 59

Which of the following essential elements of active listening requires a listener to suspend his or her own thoughts and feelings and focus on the thoughts and feelings of the speaker?

A)Willingness to take responsibility for completeness
B)Intensity
C)Acceptance
D)Empathy

Question 60

Which of the following essential elements of active listening requires the listener to withhold judgment on the speaker's message?

A)Empathy
B)Acceptance
C)Willingness to take responsibility for completeness
D)Intensity

Question 61

Which kind of electronic meeting format allows participants access to verbal communication that includes voice intonation but not body language?

A)Teleconferencing
B)Face-to-face meeting
C)Videoconferencing
D)Electronic data interchange

Question 62

Explain how information overload and national culture can serve as barriers to effective communication.

Question 63

Describe two managerial challenges that have been created by information technology.

Question 64

An extranet is different from an intranet in that it _________.

A)allows participants to use the Internet
B)allows outside companies to participate
C)does not involve the Internet
D)is faster than an intranet

Question 65

Empathy is the ability to suspend judgment when listening.

Question 66

List the seven elements of the communication process and explain the process of interpersonal communication.

Question 67

Define extranets.List one advantage of this networked communication application.

Question 68

How does gender affect communication?

Question 69

Research indicates that employees can lose an average of two hours per week processing unnecessary emails.

Question 70

Techniques organisations utilise to exchange standard business transaction documents, such as invoices or purchase orders, are called _________.

A)extranets
B)teleconferencing
C)electronic data interchange
D)intranets

Question 71

The average person can take in information at a much faster rate than is communicated through speech.

Question 72

Responsibility for completeness requires an active listener to make sure she has heard the speaker's entire message.

Question 73

Define the grapevine.What does the research tell us about this source of information?

Question 74

An advantage of email is that it has built in feedback mechanisms.

Question 75

Terms such as BIL, NSFW and FYEO are examples of which of the following?

A)Internet agencies
B)Government education programs
C)Workplace compensation bureaus
D)Text-messaging shorthand

Question 76

Identify and briefly describe the two best-known types of nonverbal communication.

Question 77

Define selective perception.

Question 78

Ross can create web pages that are accessible only to members of his organisation on _________.

A)an intranet
B)a videoconference
C)an extranet
D)an electronic data interchange

Question 79

An active listener should not interrupt the speaker by asking questions.

Question 80

Define verbal intonation.