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68. Which of the following is NOT part of listening-centered communication?
A. Summarize what you believe the other person has said.
B. Pay attention to the words spoken.
C.
Ask the other person to stop speaking when you disagree so that you may provide your
counterargument.
D. Ask questions to try to better understand.
E. Only offer answers after the other person agrees that you understand her point of view.
c
69. Communication is
A. speaking or writing so that another is able to comprehend the meaning.
B. interpretation of messages sent via any media.
C. the combined activities of speaking and listening.
D. the transfer of information and understanding from one person to another.
E. a process involving only the sender, message, and receiver.
d
70. When your intended message is sent accurately in the least amount of time, you are a(n)
A. economical communicator.
B. efficient communicator.
C. formal communicator.
D. collaborative communicator.
E. effective communicator.
b
71. Which of the following is NOT an element of the communication model?
A. Sender
B. Feedback
C. Decoder
D. Noise
E. Message
c
72. The process of translating a message into understandable symbols or language is called
A. encoding.
B. transforming.
C. mediating.
D. decoding.
E. enriching.
a
73. When the band came out on stage and the lead singer shouted, "Hello, Orlando!" the crowd roared with
applause. This is an example of
A. decoding.
B. medium selection.
C. noise.
D. encoding.
E. feedback
e
74. Which of the following is NOT an example of noise in the communication process in a typical
classroom?
A. A student in the back of the classroom texting a friend
B. Groundskeepers mowing the lawn outside the classroom window
C. A student responding to a professor's request for questions
D. Uncomfortable classroom desks
E. An attractive person walking by the open classroom door
c
75. Which of the following is a step in the communication process?
A. Noise is eliminated from the message
B. The sender decodes the message
C. Possible receivers are considered
D. The message is transmitted through a medium
E. The receiver selects medium
d
76. A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of
voice, and allows senders to get feedback.
A. encoded
B. rich
C. dense
D. complex
E. formal
b
77. Which of the following is the most appropriate media for a manager advising employees of a revision to
the company's bonus structure?
A. E-mail to all those affected
B. Telephone call to each
C. Posting an announcement near the office coffee machine
D. Face-to-face meeting
E. Personal note to each
d
78. Of the following, which medium is the richest?
A. Company newsletter
B. Telephone
C. E-mail
D. Memos
E. Videoconferencing
e
79. Of the following, which medium is the least rich?
A. Flier on a bulletin board
B. Instant messaging on the Internet
C. E-mail
D. Handwritten notes
E. Conference telephone calls
a
80. A manager wants to tell employees that the quarterly project management training will start on April 12th,
about two months from now. Generally, which of the following should the manager use?
A. Videoconferencing
B. Telephone
C. Personal notes
D. Face-to-face meeting
E. Newsletter
e
81. Executives at Raytron Industries want to let middle managers know that the company is going to be
acquired by its largest competitor. Assuming any of the following are possible, how should executives
communicate this?
A. Send a memo to all managers
B. Call a meeting of managers
C. Post a notice on all bulletin boards
D. Send an e-mail to all managers
E. Schedule a conference phone call
b
82. Samantha wanted to tell her employee about the seminar, but she put the flier in a stack of papers
and forgot about it until after the deadline to sign up. This is an example of what type of barrier to
communication?
A. Sender barrier
B. Encoding barrier
C. Medium barrier
D. Feedback barrier
E. Receiver barrier
a
83. Yelena worked on a global team for an American company, and all her work had to be completed in her
second language, English. Sometimes her teammates misinterpreted her meaning. This is an example of
a(n) ______ barrier to communication.
A. decoding
B. sender
C. feedback
D. receiver
E. encoding
e
84. Rolando was in meetings all day and didn't get a chance to check his email before he had to pick up his
children from daycare, so he missed an important message from a client. This is an example of what type
of barrier to communication?
A. Medium barrier
B. Decoding barrier
C. Feedback barrier
D. Receiver barrier
E. Encoding barrier
d
85. Odiche works part-time in a smoothie shop. With all the blenders, sometimes the noise prevents him from
correctly hearing the customer orders. This is an example of a(n) ______ barrier to communication.
A. feedback
B. semantic
C. personal
D. encoding
E. physical
e
86. Dianne, located in Michigan, needs to communicate with Henning, who is in Oslo, Norway, about a
project they are working on. Henning has perfect command of English, but they are still facing a(n)
______ barrier to communication.
A. semantic
B. personal
C. encoding
D. medium
E. physical
e
87. The study of the meaning of words is called
A. jargon.
B. lexicography.
C. rhetoric.
D. semantics.
E. cartology.
d
88. ______ is likely to cause a semantic barrier to communication.
A. Jargon
B. Technology
C. Gossip
D. The grapevine
E. Rhetoric
a
89. Which of the following is NOT a personal barrier to communication?
A. A small vocabulary
B. Obsolete technology
C. Lack of credibility
D. Different frame of reference
E. Large ego
b
90. Andrew was so mad that his boss Beth brought up an idea he gave her earlier that he couldn't even think
about what his colleagues were now saying in the meeting. This is an example of which personal barrier
to communication?
A. Tendency to judge others' messages
B. Variable skills in communicating effectively
C. Oversized ego
D. Inability to listen with understanding
E. Variation in interpreting information
c
91. The statement, "Single old ladies are cat people," reflects a(n)
A. accepted generalization.
B. stereotype.
C. finding of the grapevine.
D. type of jargon.
E. statement of fact
b
92. Which of the following is NOT a way in which nonverbal communication is expressed?
A. Writing a thank you note
B. Making someone wait an hour in the lobby
C. Looking away while talking to someone
D. Grimacing
E. Touching someone's shoulder
a
93. Most people tend to ______ when conveying bad news or negative feedback.
A. smile
B. avoid eye contact
C. nod their heads
D. lean forward
E. yawn
b
94. Which of the following is a "don't" when attempting to improve communication?
A. Occasionally nod in agreement
B. Lean toward the speaker
C. Speak in a quiet, reassuring tone
D. Smile and show animation
E. Close your eyes
e
95. Which of the following is a "do" when attempting to improve communication?
A. Close your eyes
B. Smile
C. Look away from the speaker
D. Speak very slowly
E. Turn away from the speaker
b
96. Compared to women, men tend to
A. give more tactful feedback.
B. indicate their uncertainties.
C. be indirect when admitting fault.
D. pay more compliments.
E. make more apologies
c
97. According to Deborah Tannen, men are more likely than women to
A. pay more compliments.
B. temper criticism with praise.
C. ask more questions.
D. apologize frequently.
E. boast about achievements.
e
98. Ginger, a marketing manager, uses a sports car metaphor to explain a concept to her male counterpart in
accounting. She is said to be
A. emasculating.
B. wordsmithing.
C. genderflexing.
D. miscommunicating.
E. ingratiating
c
99. Channels of communications that follow the chain of command and are considered as official are
termed
A. formal.
B. prescribed.
C. vertical.
D. horizontal.
E. external.
a
100.Which of the following indicates how official communications should be routed?
A. Grapevine
B. Organization chart
C. Lateral networks
D. Corporate culture
E. Personnel files
b
101.A manager who is directing her subordinate about work tasks is communicating
A. vertically.
B. horizontally.
C. externally.
D. through the grapevine.
E. informally
a
102.The more management levels through which a message passes
A. the more important the message is.
B. the higher the chance the message will become external.
C. the more informal the organization.
D. the more distorted the message may become.
E. the more disorganized the organization
d
103.Executives at Absolute Measurements, Inc. disseminated a new five-year strategic plan to managers. This
is an example of
A. external communication.
B. downward communication.
C. corporate communication.
D. horizontal communication.
E. informal communication.
b
104.Kyung, a marketing manager, shares some of the market research his department has analyzed with the
research and development group. Kyung is communicating
A. by wandering around.
B. upward.
C. horizontally.
D. through the grapevine.
E. externally.
c
105.Shortly after the end of the fiscal year, Zion Specialties released an earnings report to shareholders. This
is an example of communicating
A. vertically.
B. upward.
C. horizontally.
D. downward.
E. externally.
e
106.______ communication channels develop outside the organizational structure and do not follow the chain
of command.
A. Customary
B. Vertical
C. Horizontal
D. Informal
E. External
d
107.Gossip and rumor in an organization are part of the ______, which itself is a type of ______
communication channel.
A. organization chart; horizontal
B. culture; horizontal
C. organization chart; informal
D. grapevine; horizontal
E. grapevine; informal
e
108.The grapevine is
A. a horizontal communication channel.
B. almost wholly inaccurate.
C. slower than formal channels.
D. used by employees to acquire most of their on-the-job information.
E. a morale enhancer
d
109.A manager who literally wanders around her organization and talks with people across all lines of
authority is doing
A. COO.
B. MBWA.
C. MBO.
D. TQM.
E. JIT
b
110.Which of the following is NOT characteristic of the Millennial generation?
A. Desire to accept facts and authority at face value
B. Desire to experience new and different things
C. Desire to have personalized products and choice
D. Desire to keep things moving and interesting
E. Desire to have instant feedback
a
111.Using video and audio links along with computers to allow people at different locations to see, hear, and
talk with each other is called
A. telecommuting.
B. collaborative computing.
C. videoconferencing.
D. telecollaborating.
E. using the extranet.
c
112.Which of the following is true of telecommuting?
A. Increased capital costs
B. Attractive to people with high social needs
C. Makes recruiting more difficult
D. Increased turnover
E. Increased ability to hire nontraditional workers, such as prisoner inmates
e
113.______ can be quite expensive, requiring a specially designed room with multiple cameras and highdefinition
video screens.
A. Telepresence technology
B. Telecommuting
C. Videoconferencing
D. Teleworking
E. Netconferencing
a
114.The key to protecting digital communication systems against fraud, hackers, identity theft, and other
threats is
A. using file-sharing services.
B. hiring ethical employees.
C. creating a well-funded IT department.
D. using prevention techniques like strong passwords.
E. minimizing turnover.
d
115.When thieves use your name and good credit rating to get cash or buy things, it is known as
A. personal data theft.
B. credit mishandling.
C. identity theft.
D. credit exploitation.
E. misuse of standing.
c
116.Which of the following is NOT a disadvantage of e-mail?
A. The sheer number that must be handled by the average worker
B. Decrease in other forms of communication, like greetings
C. Emotions are often poorly communicated
D. Considered rude to use in crowded places
E. The greater the use of email, the less connected coworkers feel
d
117.Which of the following is appropriate for workplace e-mail?
A. Editing another's e-mail when replying
B. Complicated topics
C. Jokes
D. Informality and grammar errors
E. Sensitive personal issues
a
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