Download CHAPTER 14

CHAPTER 14
MANAGERIAL COMMUNICATION
Question 1. "Communication", according to the most basic
definition, is the exchange of messages between people for the
purpose of:
A:
B*:
C:
D:
sharing mutual interests.
achieving common meaning.
furthering organisational goals.
setting group strategies.
Communication is the exchange of messages between people to
achieve common meanings. Unless meanings are shared, managers
cannot influence others.
Question 2. Which one of the following is a FALSE statement
regarding most studies about managers and communication?
A:
B:
C*:
D:
They focus on verbal rather than on nonverbal communication.
They find that managers prefer oral over written
communications.
They show that managers spend less than half their time
communicating.
They report that managers spend more oral communication time
with subordinates than with any other group.
Managers spend about 85% of their day in some communication
activity.
Question 3. Managers use two types of communication:
A:
B*:
C:
D:
vertical and horizontal.
verbal and non-verbal.
upward and downward.
formal networks and the grapevine.
Managers use two major communication types:
verbal.
verbal and non-
Question 4. According to Bartol, studies comparing the use of
verbal and nonverbal communication have found that nonverbal
communication accounts for ______________ of the information
transmitted.
A:
B:
C*:
D:
only about 5% to 10%
about one-third
a great majority
almost all
Non-verbal communication is estimated to be 65 to 93 percent of
what is communicated.
Question 5. Kinesic behaviour, as related to communication,
refers to:
A:
B:
C:
D*:
the influence of proximity and space.
the vocal aspects of communication that relate to how
something is said rather than to what is said.
the use of material things, including clothing, furniture,
and/or architecture.
body movements and/or facial expressions.
Kinesic behaviour, or body language, is body movements or facial
expressions.
Question 6. Proxemics, as related to communication, refers to:
A*:
B:
C:
D:
the influence of proximity and space.
the use of material things such as clothing, furniture,
and/or architecture.
body movements and/or facial expressions.
the issuance of rules and regulations.
Proxemics is the impact of proximity and space on communication.
Question 7. Paralanguage, as related to communication, refers to
A:
B*:
C:
D:
body movements and/or facial expressions.
the vocal aspects, ie how something is said rather than
what is said.
the "fine" print usually used to outline the legal limits of
a contract.
the issuance of rules and regulations.
Paralanguage is vocal aspects of communication, or how something
is said rather than what is said.
Question 8. Object language, as related to communication, refers
to:
A:
B:
C*:
D:
the influence of proximity and space.
the vocal aspects - ie how something is said rather than
what is said.
the use of material things such as clothing, furniture,
and/or architecture.
the procedures for processing informal grievances.
Object language is the use of material things, such as clothing,
furniture and architecture as part of communication.
Question 9. From a communication viewpoint, having an office
"done" in all white - white walls, rugs, furniture, telephone,
etc- would best be described as:
A*:
B:
C:
D:
object language.
kinesic behaviour.
proxemics.
paralanguage.
This is part of object language; using clothing, furniture and
architecture to communicate a message.
Question 10. From a communication viewpoint, having a corner
office on the sixty-eighth floor with a stunning view of the city
sky line and the bay beyond would best be described as:
A*:
B:
C:
D:
object language.
kinesic behaviour.
proxemics.
paralanguage.
Object language uses clothing, furniture and architecture to
communicate a message about individuals or organisations.
Question 11. Bartol identified seven basic components in the
communication process. Which one of the following is NOT one of
them?
A:
B:
C:
D*:
noise
sender
decoding
horizontal
The seven basic components of the communication process include:
sender, encoding, message, receiver, decoding, noise and
feedback.
Question 12. Bartol identifies seven basic components in the
communication process. Which one of the following is NOT one of
them?
A:
B:
C*:
D:
message
encoding
informal
receiver
The seven basic components of the communication process include:
sender, encoding, message, receiver, decoding, noise and
feedback.
Question 13. In the communication process, encoding is necessary
in order:
A:
B*:
C:
D:
to use mechanical or electronic assistance in transmission.
to convert our intended message into symbols - the only way
it can be transmitted.
for us to confirm our thoughts before transmission of the
message to the receiver.
to facilitate feedback through the same network.
Before messages can be exchanged, the sender must encode, or
translate the intended meaning into words or gestures.
Question 14. As related to the communication process, when the
communication is effective:
A:
B*:
C:
D:
noise has been eliminated from the system.
the sender and the receiver achieve a common meaning.
the job gets done.
there is no need for feedback.
Communication is effective when the sender and the receiver
achieve a common meaning.
Question 15. In communications, "noise" is best defined as being:
A:
B:
C*:
D:
interference in the transmission process.
interruptions in the decoding process.
any factor that interferes with exchanging meaning.
any factor that interferes with the receiver's decoding
process only.
Noise is any factor in the communication process which interferes
with message exchange and achieving common meaning.
Question 16. A number of features characterise the feedback
component of the communication process. Which of the following
is NOT one of them?
A*:
B:
C:
D:
Without feedback, there is no communication.
Feedback is the basic response of the receiver to the
interpreted message.
During feedback there is a reversal of roles, ie the
receiver becomes the sender etc.
Feedback provides preliminary information to the sender
about the success of the communication process.
Feedback is the receiver’s basic response to the interpreted
message. Without feedback, communication can still take place,
but it is one way communication.
Question 17. Which of the following is a FALSE statement about
one-way communication?
A:
B:
C:
D*:
Sometimes the communication process might not allow for
feedback.
Bulletin boards, memos, and newsletters are examples of
one-way communications.
If a tree falls in the forest and no one is there, there may
or may not be sound.
Usually, no feedback is better than incorrect or false
feedback.
Incorrect or false feedback will indicate that the message has
not achieved common meaning, but this is much more likely to lead
to accurate communication than is no feedback.
Question 18. The process used by individuals to acquire
information from the environment is called:
A*:
B:
C:
D:
perception.
scanning.
selecting.
cognition.
Perception is the process of acquiring and making sense of
information in the environment.
Question 19. The authors indicate there are three main stages of
the perception process. Which of the following is NOT one of
them?
A:
B:
C:
D*:
selecting
organising
interpreting
responding
The perceptual process includes selecting, organising and
interpreting information from the environment.
Question 20. Selecting, organising, and interpreting are three of
the main stages in:
A:
B:
C:
D*:
canalisation.
communicating.
feedback.
perception.
These are the three main stages in perception.
Question 21. The part of the perception process where meaning is
attached to information is called:
A:
B:
C*:
D:
selecting.
organising.
interpreting.
responding.
The third stage of the perception process is interpreting where
meaning is given to the selected and organised information.
Question 22. Perceptual defence, stereotyping, projection, and
the halo effect are all best described as:
A:
B*:
C:
D:
noise in the decoding process.
common tendencies to distort perceptions.
distracters in senders which tend to scramble the encoded
message.
barriers to effective feedback.
These are all common tendencies that people have which distort
perception.
Question 23. "Students who wear baseball hats to class do so to
cover their eyes when cheating on exams. You are wearing a
baseball hat. You must be a cheater." This little scenario
describes best the distortion of perception known as:
A*:
B:
C:
D:
stereotyping.
the halo effect.
projection.
perceptual defence.
This is stereotyping. The tendency to attribute characteristics
to someone on the basis of a group to which they belong.
Question 24. "This student's essay answer is written in a
beautifully neat handwriting that is so easy to read. The
quality of the answer must also be extremely good." This little
scenario describes best the distortion of perception known as:
A:
B*:
C:
D:
stereotyping.
the halo effect.
projection.
perceptual defence.
This is stereotyping. The tendency to attribute characteristics
to someone on the basis of a group to which they belong.
Question 25. The distortion of perception called the "halo
effect" refers to the tendency to:
A*:
B:
C:
D:
use a general impression based on one or a few
characteristics of an individual to judge other
characteristics of that same individual.
attribute characteristics to an individual on the basis of
an assessment of the group to which the individual belongs.
block out or distort information that one finds threatening
or that challenges one's beliefs about an individual or
group.
perceive oneself as responsible for successes and others as
responsible for failures.
The halo effect is the use of a general impression, based on one
or a few characteristics of a person, to judge other
characteristics of theirs.
Question 26. "I love working with figures. You will enjoy
keeping the sales figures up to date for all our stores." This
little scenario best illustrates the distortion of perception
known as:
A:
B:
C*:
D:
stereotyping.
the halo effect.
projection.
perceptual defence.
Projection is the tendency to assume others share your thoughts,
feelings and characteristics.
Question 27. "I believe this is a great library we have at this
university. Any students who complain that they cannot finish
their research assignment on time because the ‘material was not
available' is a student who just did not look hard enough." This
little scenario best illustrates the distortion of perception
known as:
A:
B*:
C:
D:
the halo effect.
perceptual defence.
projection.
stereotyping.
Perceptual defence is the tendency to block out or distort
information one finds threatening or challenging to one’s
beliefs.
Question 28. The study of the meanings and choice of words is
called:
A:
B:
C:
D*:
Pygmalion.
dictionariology.
communications.
semantics.
Semantics is the study of meanings and choice of words.
Question 29. A "semantic net" is defined as being:
A:
B:
C:
D*:
the shortest, correct definition of a word.
the whole perception that a word's meaning brings to mind.
the fullest meaning of a received message.
the set of words and their meanings that a person can
recall.
A semantic net is the network of words and word meanings a person
has available for recall.
Question 30. The most correct definition of "semantic block" is:
A:
B:
the individual meanings of words that are put together to
build messages.
a perceptual breakdown whereby no meaning can be associated
C:
D*:
with a message.
the whole perception that a word's meaning brings to mind.
blockages or difficulties in communication arising from word
choices.
Semantic blocks are blockages or communication difficulties
arising from word choices.
Question 31. Talking with a person who knows nothing about
computers would probably result in ineffective communication if
you used terms and expressions like "PC's", "three and a halfs
vs. the old five and a quarters all being replaced by the hard
drives", etc. These expressions are examples of _______________
which often leads (lead) to semantic blocks.
A:
B:
C*:
D:
semantic nets
name dropping
professional jargon
"twenty-dollar words"
Professional jargon is using language related to a specific
profession but unfamiliar to those outside.
Question 32. There are two communication skills of prime
importance to managerial effectiveness; feedback skills and:
A:
B*:
C:
D:
noise-reducing skills.
listening skills.
writing-skills.
public-speaking skills.
Managers need strong listening and feedback skills as these are
critical to effective communication.
Question 33. Active listening is the process in which a listener
actively participates in attempting to grasp both the
_____________ and the _____________ of the message being
expressed by the speaker.
A:
B:
C:
D*:
quality / quantity
long / short
vertical / horizontal significance
content / feelings
Active listening is where a listener actively participates in
attempting to grasp the content and the speaker’s feelings.
Question 34. As related to communication, which of the following
is a FALSE statement regarding feedback?
A*:
B:
C:
D:
Feedback should be reserved for instances of poor
performance so as to correct improper behaviour.
Feedback given to correct poor performance should
concentrate on behaviours or outcomes, rather than on the
individual as a person.
Feedback given to correct poor performance should deal with
specifics rather than dwelling on generalities.
If feedback includes perceptions or assumptions, they should
be so identified rather than being presented as though they
were facts.
Feedback should be given in both positive and negative
situations, to reinforce desirable behaviour.
Question 35. Communication network refers most correctly to:
A:
B:
C*:
D:
verbal and nonverbal communications.
horizontal or vertical communications.
the pattern of information flow.
the designation of formal or planned communications.
Communication network is the patterns of information flow among
task-group members.
Question 36. Which of the following communication networks is
considered to be the most centralised?
A*:
B:
C:
D:
wheel
circle
chain
all-channel
The wheel network is the most centralised network with all
messages passing through the person at the centre.
Question 37. Which of the following communication networks is
considered to be the least centralised?
A:
B*:
C:
D:
Y network
circle
wheel
chain
The circle network is the least centralised as each person can
communicate with the person on the other side of them without
going though a central person.
Question 38. Which of the following communication networks has
been found to be faster and more accurate for relatively simple,
routine tasks?
A*:
B:
C:
D:
chain
circle
star
All of the above. (For relatively simple, routine tasks, all
of the above work about the same.)
The chain network, in common with other centralised networks, is
faster and more accurate for relatively simple routine
communication tasks.
Question 39. Bartol reports that studies have found that managers
spend well over half of their communication time engaged in:
A*:
B:
C:
D:
vertical communications.
horizontal communications.
informal communications.
lateral communications.
Studies show that managers spend about two-thirds of
communication time in vertical communication.
Question 40. Staff meetings, company policy statements, company
newsletters, and informational memos are all examples of:
A:
B*:
C:
D:
horizontal communications.
downward communications.
lateral communications.
upward communications.
Downward communication is communication flow from higher to lower
organisational levels including staff meetings, company policy
statements, etc.
Question 41. Downward communication is prone to considerable
distortion. Which of the following is NOT one of them?
A:
B:
Managers tend to overuse one-way downward communications,
leaving little possibility for feedback to confirm
understanding.
There can be difficulty, carelessness, or poor communication
C:
D*:
skills on the part of the message originator.
There is a tendency to screen, filter, and/or withhold
downward communications at each level they pass through.
Downward communication is usually considered to be both
redundant and deficient in content.
Downward communication can often be very distorted because of
one-way communication, poor communication from the manager, and
screening, filtering or withholding messages.
Question 42. If using multiple channels; repeating the message;
and encouraging upward communication feedback are all part of the
"answer", the best "question" would have to be which of the
following?
A:
B:
C*:
D:
How does management eliminate the grapevine?
What are three features of the horizontal communication
network?
What are three ways to increase the effectiveness of
downward communication?
What are three methods a manager can use to improve
listening skills?
A way to increase downward communication’s effectiveness is use
of multiple channels, repetition and encouraging feedback.
Question 43. As related to communication, suggestion systems,
grievance procedures, and employee attitude surveys are all
examples of:
A:
B:
C*:
D:
the informal network.
lateral communications.
upward communications.
the chain network.
Upward communication includes one to one meetings with your
supervisor, staff meetings with superiors, memos and reports as
well as suggestion systems, grievance procedures and employee
attitude surveys.
Question 44. Which of the following is a FALSE statement
concerning upward communication?
A:
B:
C:
Subordinates are highly selective about the information they
transmit upward.
More "favourable" than "unfavourable" information is sent
upward.
Managers often don't expend sufficient effort to encourage
upward communication.
D*:
Studies show that actually more information flows upward
than flows downward.
Studies show that much more information flows down an
organisation than up.
Question 45. Information about a number of different topics is
usually passed through the horizontal communication network.
Which of the following is usually NOT one of them?
A:
B*:
C:
D:
information sharing
formal individual performance feedback
task coordination
problem solving or conflict resolution
Horizontal communication is lateral or diagonal message exchange
within work units and is needed for information sharing, task
coordination and problem solving, but is unsuitable for
individual performance feedback.
Question 46. As related to communication, committees, task
forces, and matrix structures are common means managers use to:
A:
B:
C:
D*:
reduce the need for information.
increase upward communication.
utilise all the information that has already been generated
and collected.
increase horizontal communication, particularly across
work-unit boundaries.
These are all common ways to increase the amount of horizontal
communication within organisations, particularly between
different departments or divisions.
Question 47. As regards the grapevine in communications, it would
be most accurate to say that the grapevine:
A*:
B:
C:
D:
is the informal or personal communication network.
can best be controlled by managers coordinating horizontally
rather than vertically.
is usually "just good, clean fun" and no harm generally
comes of it.
usually carries mainly rumours and actually very little real
information.
The grapevine is an informal communication network which occurs
without reference to hierarchy or task requirements.
Question 48. The informal communication network based largely on
personal relationships is called the:
A:
B:
C*:
D:
party line.
gossip line.
grapevine.
lateral network.
The grapevine is an informal communication network based mostly
on personal relationships, not positional.
Question 49. Bartol suggests there are three general
characteristics that identify electronic mail systems.
the following is NOT one of them?
A:
B*:
C:
D:
Which of
They are asynchronous - message sending and receiving take
place serially.
Feedback is facilitated and is nearly instantaneous.
Electronic mail systems are fast.
They are text-based, often with capability for hard copy to
be made.
While electronic mail networks are useful, they are still a form
of one way communication with feedback being delayed and there
being no non-verbal feedback.
Question 50. Two disadvantages of electronic mail are that
nonverbal cues are eliminated and that:
A:
B:
C:
D*:
backup electric generation is required in case of a
blackout.
participants of the system must all have state-of-the-art
computer systems at their workstations.
only one person at a time may access the system - all others
wait until that person is finished before their messages can
be entered.
it is so easy to send things that individuals often receive
excessive amounts of mail that does not interest them.
Apart from the lack of non-verbal feedback, a major disadvantage
of email today is that individuals receive excessive amounts of
material which is irrelevant to them.