Organizational behaviour concepts controversies applications canadian 7th edition langton test bank

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Organziational Behaviour, 7ce Chapter 7: Communication

Chapter 7 Communication 7.1 Multiple-Choice Questions 1) Recent research indicates recruiters rated good ________ as the most important characteristic of an ideal job candidate.

A) conflict skills B) leadership skills C) mentoring skills D) communication skills E) relationships Answer: D Diff: 2 Type: MC Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1 2) Fred is a diligent albeit somewhat introverted employee who likes to keep to himself. He tends to communicate with his coworkers exclusively by telephone. Fred is exhibiting the characteristics of A) communication gaps.

B) channel richness.

C) communication feedback.

D) communication apprehension.

E) encoded communication.

Answer: D Diff: 3 Type: MC Page Ref: 249 Skill: Applied Topic: The Communication Process Objective: 2 3) The step(s) between a source and a receiver that result(s) in the transference and understanding of meaning is A) the communication process.

B) understanding.

C) feedback.

D) encoding.

E) decoding.

Answer: A Diff: 2 Type: MC Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1

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Organziational Behaviour, 7ce Chapter 7: Communication

4) When it comes to electronic communications, which of the following channels would be the richest?

A) personal palm pilots B) video conferencing C) email D) telephone answering machine E) fax Answer: B Diff: 2 Type: MC Page Ref: 249 Skill: Applied Topic: The Communication Process Objective: 2 5) Donna believes in using communication channels that are high in richness as often as possible.

Thus, she would likely favour A) memos.

B) email.

C) voicemail.

D) face-to-face conversation.

E) online discussion groups.

Answer: D Diff: 3 Type: MC Page Ref: 249 Skill: Applied Topic: The Communication Process Objective: 2 6) People with a high need for social contact would prefer which of the following channels?

A) flyers B) letters C) video conferencing D) memos E) email Answer: C Diff: 1 Type: MC Page Ref: 249 Skill: Recall Topic: The Communication Process Objective: 2

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Organziational Behaviour, 7ce Chapter 7: Communication

7) Steve got an email message from his boss that he wanted to meet with him immediately. Did that mean that he was in trouble? Was it about something routine? Steve was in which stage of the communication process?

A) decoding B) encoding C) choosing D) providing feedback E) filtering Answer: A Diff: 3 Type: MC Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1 8) When a receiver creates meaning from a sender's message, this is A) the message.

B) decoding.

C) the channel.

D) feedback.

E) encoding.

Answer: B Diff: 1 Type: MC Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1 9) In the communication process model, the sender initiates a message by A) making contact with the receiver.

B) encoding a thought.

C) choosing a message.

D) giving feedback to the sender.

E) making judgments on intent.

Answer: C Diff: 1 Type: MC Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1

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Organziational Behaviour, 7ce Chapter 7: Communication

10) Who is decoding a message?

A) Jenny, who is initiating downward communication B) Bill, who is preparing blueprints C) Mary, who is preparing a speech D) Agnes, who is waiting to send an email message E) Nancy, who is studying a financial statement Answer: E Diff: 3 Type: MC Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1 11) Who is encoding a message?

A) Sally, who is writing a technical report B) Mark, who is hearing a rumour on the grapevine C) Sandra, who is trying to figure out what her boss's memo means D) Irene, who is the target of upward communication E) Larry, who is giving a speech Answer: A Diff: 2 Type: MC Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1 12) The ________ is the medium through which a message travels.

A) filtering B) channel C) jargon D) medium E) feedback loop Answer: B Diff: 1 Type: MC Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1

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Organziational Behaviour, 7ce Chapter 7: Communication

13) The amount of information that can be transmitted during a communication episode is controlled by the A) receiver.

B) message.

C) feedback mechanism.

D) channel richness.

E) communication process.

Answer: D Diff: 1 Type: MC Page Ref: 249 Skill: Recall Topic: The Communication Process Objective: 2 14) Which of the following channels of information is highest in channel richness?

A) voice mail B) memos C) online discussion groups D) telephone conversation E) formal reports Answer: D Diff: 1 Type: MC Page Ref: 249 Skill: Recall Topic: The Communication Process Objective: 2 15) Channels of communication such as staff discussions in the lunchroom, or company "gossip" are considered A) message context.

B) message content.

C) informal channels.

D) formal channels.

E) informal context.

Answer: C Diff: 1 Type: MC Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1

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Organziational Behaviour, 7ce Chapter 7: Communication

16) Don has a reputation for not being "straight" with his employees. Their view is that he has a tendency to tell them what they want to hear rather than what is actually happening. This tendency is known as A) defensiveness.

B) information overload.

C) selective perception.

D) filtering.

E) channelling.

Answer: D Diff: 3 Type: MC Page Ref: 251 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 17) Lisa is considered to be quite sensitive when someone is trying to make constructive suggestions as to how she can improve her report writing. Lisa often reacts to suggestions by lashing out at whoever is making them. The barrier to communication is A) emotions.

B) information overload.

C) selective perception.

D) filtering.

E) channelling.

Answer: A Diff: 3 Type: MC Page Ref: 252 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 18) Tina is frustrated with Ron, a new employee. She meets with him weekly, and gives him a minimum of 25 new ideas for him to work with during the coming week. Unfortunately, he seems to ignore or forget many of them. Ron is likely experiencing A) defensiveness.

B) defiance.

C) selective perception.

D) channelling.

E) information overload.

Answer: E Diff: 3 Type: MC Page Ref: 252 Skill: Applied Topic: Barriers to Effective Communication Objective: 3

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Organziational Behaviour, 7ce Chapter 7: Communication

19) Tim needs to improve his ability to communicate with his colleagues; when things go wrong and Tim is feeling stressed, he storms out of the room, slamming doors. Tim is creating a barrier to communication through A) nonverbal communication.

B) silence.

C) language.

D) information overload.

E) selective perception.

Answer: A Diff: 3 Type: MC Page Ref: 254 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 20) Jane, one of Ted's new employees, only seems to recall and take note of certain parts of the messages that he conveys to her. Jane is exhibiting A) defensiveness.

B) selective perception.

C) insubordination.

D) information overload.

E) filtering.

Answer: B Diff: 3 Type: MC Page Ref: 251 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 21) Which of the following have been identified as prominent barriers to communication?

A) listening, selective perception, defensiveness, information overload, and language B) filtering, feedback, defensiveness, information overload, and language C) filtering, selective perception, ambiguity, information overload, and language D) filtering, selective perception, emotions, information overload, and language E) filtering, selective perception, defensiveness, stress, and language Answer: D Diff: 1 Type: MC Page Ref: 251-254 Skill: Recall Topic: Barriers to Effective Communication Objective: 3

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Organziational Behaviour, 7ce Chapter 7: Communication

22) The process that involves receivers in communication selectively seeing and hearing based on their needs, motivations, experience, background, and other personal characteristics is called A) language.

B) selective filtering.

C) selective perception.

D) emotions.

E) communication apprehension.

Answer: C Diff: 1 Type: MC Page Ref: 251 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 23) An interviewer who was expecting a female applicant to put her family ahead of her career is using A) prejudice.

B) selective perception.

C) nonverbal communication.

D) filtering.

E) organizational expectation.

Answer: B Diff: 2 Type: MC Page Ref: 251 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 24) Filtering, selective perception, lying are all A) potential barriers to effective communication.

B) communication techniques.

C) necessary for effective communication.

D) part of the channel richness.

E) part of one-to-one level of communication.

Answer: A Diff: 1 Type: MC Page Ref: 251-255 Skill: Recall Topic: Barriers to Effective Communication Objective: 3

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Organziational Behaviour, 7ce Chapter 7: Communication

SCENARIO 7-1 Sam is a sales representative for Alliance Ltd., but he struggles to explain the benefits of Alliance's products. Sam usually calls customers on the phone and while chatting with them about their weekly order explains the new products he has available. Customer orders are shipped to the company by a delivery service. Customers who have ordered new products frequently return them because they are not as expected.

25) Sam's customers complain that they don't understand the products that Sam tells them about—often the product is too big or too heavy for their needs. In the communication model, this problem is in A) context.

B) the medium.

C) the channel.

D) feedback.

E) control.

Answer: C Diff: 3 Type: MC Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1 26) Sam is having problems understanding what the customers don't like about the products they are returning; the product looks fine to him and works as it is supposed to, so why aren't the customers happy? Sam is having a problem with A) the channel.

B) decoding.

C) encoding.

D) the medium.

E) sourcing.

Answer: B Diff: 3 Type: MC Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1 27) Returned goods are a form of A) feedback.

B) medium.

C) encoding.

D) channel.

E) decoding.

Answer: A Diff: 3 Type: MC Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1

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Organziational Behaviour, 7ce Chapter 7: Communication

28) Nonroutine messages are likely to be A) better delivered by email.

B) delivered by clients.

C) more complicated.

D) upward in the organization.

E) informal communication.

Answer: C Diff: 1 Type: MC Page Ref: 251 Skill: Recall Topic: The Communication Process Objective: 2 29) The communication that is used by group leaders and managers to assign goals, point out problems that need attention, and describe unusual situations is A) nonroutine communication.

B) routine communication.

C) informal communication.

D) directional communication.

E) group communication.

Answer: A Diff: 1 Type: MC Page Ref: 251 Skill: Recall Topic: The Communication Process Objective: 2 30) Which of the following is an example of routine communication?

A) suggestion boxes B) employee attitude surveys C) email reminder of monthly accounting deadlines D) identification and discussion of current problems with the boss E) peer evaluation of job performance Answer: C Diff: 2 Type: MC Page Ref: 251 Skill: Recall Topic: The Communication Process Objective: 2

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Organziational Behaviour, 7ce Chapter 7: Communication

31) Understanding channel richness improves communication by A) helping decoders understand the message.

B) helping encoders create a message.

C) clarifying the channel as informal communication.

D) clarifying the channel as formal communication.

E) clarifying the capacity of a channel to convey information.

Answer: E Diff: 1 Type: MC Page Ref: 249 Skill: Recall Topic: Organizational Communication Objective: 2 32) ________ is used to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems.

A) Upward communication B) Interpersonal communication C) Occupational communication D) Directional communication E) Technical communication Answer: A Diff: 1 Type: MC Page Ref: 267 Skill: Recall Topic: Organizational Communication Objective: 3 33) To be effective, downward communication must include A) explanations of when a decision was made.

B) explanations of why a decision was made.

C) explanations of where a decision was made.

D) explanations of who made a decision.

E) explanations of when a decision will be implemented.

Answer: B Diff: 1 Type: MC Page Ref: 256 Skill: Recall Topic: Organizational Communication Objective: 4

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Organziational Behaviour, 7ce Chapter 7: Communication

34) Which of the following communication networks are typically vertical?

A) informal B) grapevine C) formal D) encoded E) decoded Answer: C Diff: 2 Type: MC Page Ref: 257 Skill: Recall Topic: Organizational Communication Objective: 4 35) Instant messaging is similar to A) voicemail.

B) memos.

C) email.

D) speeches.

E) face-to-face communication.

Answer: C Diff: 1 Type: MC Page Ref: 261 Skill: Recall Topic: Organizational Communication Objective: 5 36) Which of the following statements about email is TRUE? A) it saves time B) it is a rich form of communication C) it counteracts communication overload D) it adds to the number of hours worked per week E) it increases the chances of proxemics Answer: D Diff: 1 Type: MC Page Ref: 259 Skill: Recall Topic: Organizational Communication Objective: 5

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Organziational Behaviour, 7ce Chapter 7: Communication

37) Kelly always feels anxious when deciding who she should copy on the email messages that she sends. What advice would you give to Kelly?

A) copy everyone B) copy your boss only C) copy anyone who really needs the information D) don't copy anyone E) copy someone in every department Answer: C Diff: 3 Type: MC Page Ref: 259 Skill: Applied Topic: Organizational Communication Objective: 5 38) Tori is considered to be the office gossip. One of her most annoying habits is her persistent use of the phrase "rumour has it...." when speaking to her colleagues. Tori's source of information is likely the A) formal communication network.

B) feedback loop.

C) communication apprehension.

D) informal communication network.

E) electronic communication network.

Answer: D Diff: 3 Type: MC Page Ref: 258 Skill: Applied Topic: Organizational Communication Objective: 5 39) Suggestion boxes, employee attitude surveys, and grievance procedures are examples of A) organizational structure.

B) horizontal communication.

C) managerial communication.

D) upward communication.

E) group process communication.

Answer: D Diff: 2 Type: MC Page Ref: 256 Skill: Applied Topic: Organizational Communication Objective: 5

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Organziational Behaviour, 7ce Chapter 7: Communication

40) Communication that takes place among members of the same work group is A) vertical communication.

B) downward communication.

C) occupational communication.

D) lateral communication.

E) technical communication.

Answer: D Diff: 1 Type: MC Page Ref: 257 Skill: Recall Topic: Organizational Communication Objective: 4 41) An example of a(n) ________ communication network is when a checkout clerk reports to a department manager, who in turn reports to a store manager, who reports to a regional manager.

A) lateral B) all-channel C) "Y" D) chain E) wheel Answer: D Diff: 3 Type: MC Page Ref: 257 Skill: Applied Topic: Organizational Communication Objective: 4 42) When all communication is channeled through the supervisor, which type of communication network exists?

A) directional B) circle C) lateral D) wheel E) horizontal Answer: D Diff: 1 Type: MC Page Ref: 257 Skill: Recall Topic: Organizational Communication Objective: 4

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Organziational Behaviour, 7ce Chapter 7: Communication

43) Which communication network does an unstructured committee best illustrate?

A) wheel B) all-channel C) interpersonal D) circle E) horizontal Answer: B Diff: 3 Type: MC Page Ref: 257 Skill: Applied Topic: Organizational Communication Objective: 5 44) The channels by which information flows are called A) communication networks.

B) vertical channels.

C) horizontal channels.

D) wheels.

E) communication messages.

Answer: A Diff: 1 Type: MC Page Ref: 257 Skill: Recall Topic: Organizational Communication Objective: 5 45) Under current Canadian law, which of the following employees would most likely NOT be covered by privacy legislation?

A) a federal employee B) a private sector employee C) a provincial public sector employee D) a crown corporation employee E) an OPSEU member Answer: B Diff: 1 Type: MC Page Ref: 261 Skill: Recall Topic: Organizational Communication Objective: 5

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Organziational Behaviour, 7ce Chapter 7: Communication

46) The least structured communication network is A) all-channel.

B) vertical.

C) circle.

D) chain.

E) horizontal.

Answer: A Diff: 1 Type: MC Page Ref: 257 Skill: Recall Topic: Organizational Communication Objective: 4 47) In terms of facilitating the emergence of a leader, the most effective communication network is A) chain.

B) "Y." C) wheel.

D) circle.

E) all-channel.

Answer: C Diff: 2 Type: MC Page Ref: 258 Skill: Applied Topic: Organizational Communication Objective: 5 48) If the accuracy of information in an organization is important, management should use A) the chain communication network.

B) the "Y" communication network.

C) upward communication.

D) the wheel or all-channel communication networks.

E) the lateral communication network.

Answer: D Diff: 1 Type: MC Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 5

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Organziational Behaviour, 7ce Chapter 7: Communication

49) Which network is NOT controlled by management and is perceived by most employees as being believable and reliable?

A) formal B) informal C) internal D) team E) technical Answer: B Diff: 1 Type: MC Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 5 50) What is an organization's most common informal network?

A) grapevine B) memo C) e-mail D) voice-mail E) bulletin Answer: A Diff: 1 Type: MC Page Ref: 257 Skill: Recall Topic: Organizational Communication Objective: 5 51) Rumours would most likely emerge from which of the following situations?

A) the boss divorcing his wife B) the retirement of an employee C) relocation of a department D) a proposal for better employee benefits E) a competitor using new technological developments Answer: C Diff: 2 Type: MC Page Ref: 258 Skill: Applied Topic: Organizational Communication Objective: 5

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Organziational Behaviour, 7ce Chapter 7: Communication

52) Email in the workplace is A) effective because it increases workplace productivity.

B) effective because it has channel richness.

C) effective because it is used only when needed.

D) effective because people are careful when crafting email messages.

E) effective because it is cost effective.

Answer: E Diff: 1 Type: MC Page Ref: 259 Skill: Recall Topic: Organizational Communication Objective: 5 53) It was found that ________ percent of information passed on the grapevine is accurate.

A) 10 B) 15 C) 40 D) 55 E) 75 Answer: E Diff: 3 Type: MC Page Ref: 258 Skill: Applied Topic: Organizational Communication Objective: 5 54) Managers should think of the grapevine as a communication network to A) ignore.

B) encourage.

C) measure anxieties.

D) eliminate.

E) measure misinformation.

Answer: C Diff: 2 Type: MC Page Ref: 258 Skill: Applied Topic: Organizational Communication Objective: 5 55) The grapevine follows the which small-group network pattern?

A) chain B) wheel C) all channel D) cluster E) single strand Answer: C Diff: 1 Type: MC Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 5 Copyright © 2016 Pearson Canada Inc.

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Organziational Behaviour, 7ce Chapter 7: Communication

56) According to UWO research on email, managers and professionals devote ________% of their day to email.

A) 5 B) 13 C) 28 D) 42 E) 62 Answer: C Diff: 1 Type: MC Page Ref: 259 Skill: Recall Topic: Organizational Communication Objective: 5 57) In 2013, ________% of CEOs had no social media presence.

A) 12 B) 28 C) 36 D) 57 E) 68 Answer: E Diff: 1 Type: MC Page Ref: 274 Skill: Recall Topic: Organizational Communication Objective: 5 58) Electronic communication technologies can create A) higher work-life conflict.

B) higher social networking.

C) higher career achievements.

D) less work-life conflict.

E) less wasted time.

Answer: A Diff: 3 Type: MC Page Ref: 252 Skill: Applied Topic: The Communication Process Objective: 3

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Organziational Behaviour, 7ce Chapter 7: Communication

59) People focus ________ on tasks and are ________ stressed when email is available.

A) less, more B) more, less C) less, less D) more, more E) attention, not Answer: B Diff: 1 Type: MC Page Ref: 259 Skill: Recall Topic: Organizational Communication Objective: 5 60) Why are organizations concerned about information overload?

A) Productivity is being negatively impacted.

B) Upward communication flows are not as effective.

C) Grapevines have increased as information has increased.

D) Downward communication flows are harmed.

E) Channel richness becomes ineffective.

Answer: A Diff: 3 Type: MC Page Ref: 252 Skill: Applied Topic: The Communication Process Objective: 3 61) A high-context culture values A) kinesics.

B) interpersonal communication.

C) verbal communication.

D) nonverbal communication.

E) body language.

Answer: D Diff: 1 Type: MC Page Ref: 263 Skill: Recall Topic: Managing Information Objective: 6 62) A low-context culture values A) words.

B) grapevines.

C) tones of voice.

D) social psychology.

E) kinesics.

Answer: A Diff: 2 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 Copyright © 2016 Pearson Canada Inc.

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Organziational Behaviour, 7ce Chapter 7: Communication

SCENARIO 7-2 You are a professor trying to mediate a dispute. Four students have been asked to prepare a team presentation; the four team members cannot agree upon how to proceed. The members are not speaking to each other and are standing at a great distance from one another.

Most of the members of the team are frowning and, when asked to discuss the problem, their voice tones indicate that they are unhappy with the situation.

63) You can tell there is a communication problem based on A) filtering.

B) interpretation.

C) nonverbal communications.

D) channel analysis.

E) selective perception.

Answer: C Diff: 3 Type: MC Page Ref: 254 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 64) The term that explains the meaning of the students spacing themselves at a distance from each other is A) kinesics.

B) proxemics.

C) managerial context.

D) intonation.

E) noncontact.

Answer: B Diff: 3 Type: MC Page Ref: 254 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 65) When communicating with people from a different culture it is recommended that individuals A) emphasize listening and state facts.

B) emphasize status and create connections.

C) focus on business and emphasize status.

D) emphasize status and emphasize description.

E) assume differences and emphasize status.

Answer: A Diff: 2 Type: MC Page Ref: 265 Skill: Recall Topic: Managing Information Objective: 6

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Organziational Behaviour, 7ce Chapter 7: Communication

66) Silence is less likely when A) managers create clear goals.

B) managers use the wheel communication network.

C) minority opinions are respected.

D) managers encourage feedback before encoding messages.

E) the communication channel is email.

Answer: C Diff: 1 Type: MC Page Ref: 253 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 67) After reprimanding Sally, Joan detected a long period of silence. How should Joan treat this period of silence?

A) disregard it B) interpret it C) minimize it D) end it E) learn from it Answer: B Diff: 3 Type: MC Page Ref: 253 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 68) Ted was always very conscious of not invading his employees "personal space" when speaking to them; he made sure he did not get too close when he was talking to them. Ted was therefore paying attention to A) groupthink.

B) kinesics.

C) cultural barriers.

D) proxemics.

E) empathy.

Answer: D Diff: 3 Type: MC Page Ref: 254 Skill: Applied Topic: Barriers to Effective Communication Objective: 3

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Organziational Behaviour, 7ce Chapter 7: Communication

SCENARIO 7-3 You are presenting a training seminar on cultural communication differences in business environments. You give the following scenario to your participants:Low-context culture "I have been thinking we should sign a preliminary contract as soon as possible."High-context culture "But we would like your president to come for a visit to our factory so that you and your company can see how efficient we are in our use of materials."Low-context culture "Well...I'd really like to discuss the pricing so that I can let my president see something in writing."Highcontext culture "Tomorrow I would like to take you for lunch with our executive team and the chairman of our board of directors. They are anxious to meet you."Low-context culture "What's wrong, can't you make a decision?"

69) Which of the following is a point that you should make sure that your participants understand about the differences between high and low context cultures?

A) High-context cultures are indecisive and inefficient.

B) High-context cultures are decisive and efficient.

C) High-context cultures value status and reputation.

D) High-context cultures value words and formal titles.

E) High-context cultures value profit and process.

Answer: C Diff: 3 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 70) Which of the following statements is FALSE? A) Low-context cultures place high value time efficiency.

B) Low-context cultures place high value on directness.

C) Low-context cultures place high value on subtle communication.

D) Low-context cultures place low value on subtle communication.

E) Low-context cultures place low value on time efficiency.

Answer: C Diff: 3 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 71) The low-context speaker is probably from which country?

A) China B) Greece C) Germany D) Vietnam E) Spain Answer: C Diff: 3 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6

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Organziational Behaviour, 7ce Chapter 7: Communication

72) Cultures that rely heavily on nonverbal and subtle situational cues in communication are termed A) low-context cultures.

B) cross cultures.

C) medium-content cultures.

D) high-context cultures.

E) foreign culture content.

Answer: D Diff: 1 Type: MC Page Ref: 263 Skill: Recall Topic: Managing Information Objective: 6 73) In dealing with an employee who is of a different culture, a manager practicing cross-cultural communication skills might try to create an environment of equality and mutual concern, a method termed A) sympathy.

B) third culture.

C) symbolic interaction.

D) semantics.

E) hypothesis testing.

Answer: B Diff: 1 Type: MC Page Ref: 265 Skill: Recall Topic: Managing Information Objective: 6 74) What might be TRUE of silence and work-related behaviour?

A) Managers discourage silence by using the wheel communication network.

B) Managers discourage silence by using the chain communication network.

C) Managers discourage silence by using the grapevine.

D) Managers encourage silence by using the wheel communication network.

E) Managers encourage silence by using the all-channel communication network.

Answer: D Diff: 3 Type: MC Page Ref: 257 Skill: Applied Topic: Barriers to Effective Communication Objective: 5

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Organziational Behaviour, 7ce Chapter 7: Communication

75) What are the four specific barriers to cross-cultural communication?

A) semantics, denotation, tone difference, difference in tolerance for conflict B) kinesics, connotation, tone difference, difference in tolerance for conflict C) semantics, connotation, tone difference, difference in tolerance for conflict D) semantics, kinesics, tone difference, difference in tolerance for conflict E) semantics, connotation, tone difference, proxemics Answer: C Diff: 1 Type: MC Page Ref: 262-263 Skill: Recall Topic: Managing Information Objective: 6 76) Gerhardt has just arrived from Germany and has already made a major contribution to the company. He communicates well through the words that he uses, but isn't particularly demonstrative in terms of his nonverbal communication. Gerhardt is exhibiting the typical characteristics of a A) high-context culture.

B) low-context culture.

C) selective perception culture.

D) demonstrative culture.

E) encoded culture.

Answer: B Diff: 3 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 77) Li is the type of person who likes to avoid direct confrontation with others because it makes her uncomfortable and it is not something that is familiar to her. Li is exhibiting the characteristics of a A) high-context culture.

B) low-context culture.

C) selective perception culture.

D) demonstrative culture.

E) encoded culture.

Answer: A Diff: 3 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6

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Organziational Behaviour, 7ce Chapter 7: Communication

78) Tina always looks for nonverbal messages when she is speaking to her employees as she feels that they are critical to effective communication. Tina is paying attention to A) groupthink, proxemics and empathy.

B) proxemics, empathy and intonation.

C) empathy, facial expression and intonation.

D) proxemics, facial expression and intonations.

E) channel richness, empathy and proxemics.

Answer: D Diff: 3 Type: MC Page Ref: 254 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 79) Tonya is a real "people person." She is a great communicator, and she spends lots of time working at building strong social bonds and trust with her colleagues. Tonya is exhibiting the characteristics of a A) high-context culture.

B) low-context culture.

C) selective perception culture.

D) demonstrative culture.

E) encoded culture.

Answer: A Diff: 3 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 80) David is a clear communicator. His communication is impersonal and direct. David is exhibiting the characteristics of a A) high-context culture.

B) low-context culture.

C) selective perception culture.

D) demonstrative culture.

E) encoded culture.

Answer: B Diff: 3 Type: MC Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6

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Organziational Behaviour, 7ce Chapter 7: Communication

81) It is easy to tell when Donald isn't listening by the way he looks away when you are speaking to him and when he begins to tap his pen. Donald is communicating through A) proxemics.

B) social distance.

C) nonverbal communication.

D) lateral communication.

E) selective perception.

Answer: C Diff: 3 Type: MC Page Ref: 254 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 82) Chase has a personal blog that he has publicized to his colleagues and managers at work; he also periodically invites his boss to coffee to discuss his ideas about problems he sees in the workplace. Chase is communicating A) in a chain network.

B) in a wheel network.

C) downwardly and upwardly.

D) laterally and downwardly.

E) upwardly and laterally.

Answer: E Diff: 3 Type: MC Page Ref: 256-257 Skill: Applied Topic: Organizational Communication Objective: 4 83) Unionized organizations, when filing grievances, are using A) downward communication.

B) lateral communication.

C) upward communication.

D) wheel communication networks.

E) all channel communication networks.

Answer: C Diff: 3 Type: MC Page Ref: 257 Skill: Applied Topic: Organizational Communication Objective: 4

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84) Which of the following is considered to be an aspect of high channel richness?

A) handles multiple clues simultaneously B) limits multiple clues C) limits feedback D) avoids feedback E) is impersonal Answer: A Diff: 1 Type: MC Page Ref: 249 Skill: Recall Topic: The Communication Process Objective: 2 85) In contrast to informal channels, formal channels A) require less concentration.

B) are tiring.

C) are established by the organization.

D) create the grapevine.

E) requires less interpretation.

Answer: C Diff: 1 Type: MC Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1 7.2 True/False Questions 1) In the communication process, decoding should precede encoding.

Answer: FALSE Diff: 1 Type: TF Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1 2) Kenny likes to participate in video conferences because the amount of information that is transmitted in both directions is high. This is known as high channel richness.

Answer: TRUE Diff: 2 Type: TF Page Ref: 249 Skill: Applied Topic: The Communication Process Objective: 2

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3) Steve is a good communicator partially because he always asks clarifying questions at the end of a conversation to make sure that he has been understood. This is known as a feedback loop.

Answer: TRUE Diff: 2 Type: TF Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1 4) In addition to interactive, the communication process is iterative.

Answer: TRUE Diff: 1 Type: TF Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1 5) The receiver encodes communicated messages.

Answer: FALSE Diff: 1 Type: TF Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1 6) Email, voice messaging systems, and video conferencing are all examples of channels.

Answer: TRUE Diff: 1 Type: TF Page Ref: 249 Skill: Recall Topic: The Communication Process Objective: 2 7) Nonroutine messages, although likely to be complicated, have little potential for misunderstanding.

Answer: FALSE Diff: 1 Type: TF Page Ref: 250 Skill: Recall Topic: The Communication Process Objective: 2 8) High-performing managers tend to communicate nonroutine messages efficiently through channels that are lower in richness.

Answer: FALSE Diff: 1 Type: TF Page Ref: 250 Skill: Recall Topic: The Communication Process Objective: 2

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9) The sender of a message should choose the channel for the message based on whether the message is routine or nonroutine.

Answer: TRUE Diff: 1 Type: TF Page Ref: 250 Skill: Recall Topic: The Communication Process Objective: 2 10) Face-to-face communication scores highest in terms of channel richness.

Answer: TRUE Diff: 1 Type: TF Page Ref: 249 Skill: Recall Topic: The Communication Process Objective: 2 11) A receiver who is experiencing depression may interpret a message differently from one who is experiencing jubilation.

Answer: TRUE Diff: 1 Type: TF Page Ref: 252 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 12) Mei is known to manipulate information so that the person that she is sending the message to will receive it more favourably. This is known as selective perception.

Answer: FALSE Diff: 2 Type: TF Page Ref: 251 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 13) When he is feeling threatened, Raj usually responds by verbally attacking others or by making sarcastic remarks. Raj is exhibiting filtering.

Answer: TRUE Diff: 2 Type: TF Page Ref: 251 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 14) Information overload is a condition in which information inflow exceeds an individual's processing capacity.

Answer: TRUE Diff: 1 Type: TF Page Ref: 252 Skill: Recall Topic: Barriers to Effective Communication Objective: 3

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15) When we think of managers communicating with employees, the downward flow pattern is the one we usually have in mind.

Answer: TRUE Diff: 1 Type: TF Page Ref: 256 Skill: Recall Topic: Organizational Communication Objective: 4 16) Lateral communications break the chain of command in an organization.

Answer: TRUE Diff: 1 Type: TF Page Ref: 257 Skill: Recall Topic: Organizational Communication Objective: 4 17) Emails should be copied to anyone who has even a remote connection to the message to maximize communication.

Answer: FALSE Diff: 1 Type: TF Page Ref: 259 Skill: Recall Topic: Organizational Communication Objective: 4 18) The physical location of an office or business is less relevant in today's business environment as a result of electronic communications.

Answer: TRUE Diff: 3 Type: TF Page Ref: 258 Skill: Applied Topic: Organizational Communication Objective: 4 19) Electronic communications have revolutionized the ability both to access other people and to reach them almost instantaneously.

Answer: TRUE Diff: 1 Type: TF Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 4 20) Downward communication is the most effective direction of communication.

Answer: FALSE Diff: 1 Type: TF Page Ref: 256 Skill: Recall Topic: Organizational Communication Objective: 4

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21) Rumours flourish in ambiguous situations.

Answer: TRUE Diff: 1 Type: TF Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 4 22) Management can never entirely eliminate the grapevine.

Answer: TRUE Diff: 1 Type: TF Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 4 23) Studies of the grapevine indicate that 75 percent of information in the grapevine is TRUE. Answer: TRUE Diff: 1 Type: TF Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 4 24) Research shows the average worker sends and receives 105 emails per day.

Answer: FALSE Diff: 1 Type: TF Page Ref: 258 Skill: Recall Topic: Organizational Communication Objective: 4 25) Examples of nonverbal communication include messages transmitted by the eyes, facial expressions, and body movement.

Answer: TRUE Diff: 1 Type: TF Page Ref: 254 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 26) Body language tends to make verbal communication much less complicated.

Answer: FALSE Diff: 1 Type: TF Page Ref: 254 Skill: Recall Topic: Barriers to Effective Communication Objective: 3

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27) The physical distance between two people is irrelevant to the communication process.

Answer: FALSE Diff: 1 Type: TF Page Ref: 254 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 28) Failing to pay attention to the silent portion of a conversation can result in missing a vital part of the message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 253 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 29) When communicating with someone from China, it is not advisable to rely heavily on nonverbal communication.

Answer: FALSE Diff: 2 Type: TF Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 30) "Actions speak louder than words," is a proverb that supports the importance of body language in non-verbal communication processes.

Answer: TRUE Diff: 1 Type: TF Page Ref: 254 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 31) A facial expression can indicate something different from the simultaneously sent verbal message.

Answer: TRUE Diff: 1 Type: TF Page Ref: 254 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 32) Cultural norms have nothing to do with the physical distance an individual requires.

Answer: FALSE Diff: 1 Type: TF Page Ref: 254 Skill: Recall Topic: Barriers to Communication Objective: 3

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33) High-context cultures make use of information about a person's professional status, place in society and reputation.

Answer: TRUE Diff: 1 Type: TF Page Ref: 263 Skill: Recall Topic: Managing Information Objective: 6 34) Proxemics is the study of physical space in interpersonal relationships.

Answer: TRUE Diff: 1 Type: TF Page Ref: 254 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 35) Low-context cultures make use of information about a person's professional status, place in society and reputation.

Answer: FALSE Diff: 1 Type: TF Page Ref: 263 Skill: Recall Topic: Managing Information Objective: 6 SCENARIO 7-4 You are the only North American in a business group of ten people; all the others are from Spain, or Greece. You have studied high and low context cultures and want to be alert to any problems that may be caused by these differences.

36) You should realize your business colleagues from Spain and Greece will relate to you based on your job title and reputation in the business community.

Answer: TRUE Diff: 3 Type: TF Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 37) You should expect that your communication style will be too ambiguous and subtle for your colleagues from Spain and Greece.

Answer: FALSE Diff: 3 Type: TF Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6

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38) You can expect that your colleagues from Spain and Greece will be direct and efficient in their business communication with you.

Answer: FALSE Diff: 3 Type: TF Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 SCENARIO 7-5 Your work group is diverse. Your supervisor is Japanese and several of your co-workers are from Latin America. You are aware that certain communication problems may exist because several cultures are represented.

39) You should recognize that the tone of your voice may cause a communication barrier.

Answer: TRUE Diff: 3 Type: TF Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6 40) You should assume you need to listen to your co-workers to help you identify how you may be similar or different in your views.

Answer: TRUE Diff: 3 Type: TF Page Ref: 264 Skill: Applied Topic: Managing Information Objective: 6 41) You should emphasize description rather than interpretation or evaluation.

Answer: TRUE Diff: 3 Type: TF Page Ref: 265 Skill: Applied Topic: Managing Information Objective: 6 42) Silence, the absence of speech or noise, has generally been an ignored form of communication in the field of organizational behaviour.

Answer: TRUE Diff: 1 Type: TF Page Ref: 253 Skill: Recall Topic: Barriers to Effective Communication Objective: 3

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43) Astute communicators watch for gaps, pauses, and hesitations.

Answer: TRUE Diff: 1 Type: TF Page Ref: 253 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 44) A significant barrier to communication is that words mean different things to different people.

Answer: TRUE Diff: 1 Type: TF Page Ref: 253 Skill: Recall Topic: Barriers to Effective Communication Objective: 3 45) Paraphrasing is an effective feedback technique in the communication process.

Answer: TRUE Diff: 1 Type: TF Page Ref: 248 Skill: Recall Topic: The Communication Process Objective: 1 7.3 Essay Questions 1) Identify the seven components of the communication process model, and briefly describe each by providing an example.

Answer: Suggested answer: - Source/sender—person initiating a message; must be skilled in writing, speaking and reasoning - Encoding—converting message to symbolic form; affected by skill, attitudes, knowledge, social-cultural system - Message—what is communicated; actual physical product from the source encoding; speech; writing; pictures; gestures and movements; expressions - Channel—medium through which message travels; formal, informal; authority network in the organization; formal memos; voice mail, email; meetings.

- Decoding—retranslating sender's message into a form understood by receiver - Receiver—intended object to whom message is directed; also affected by skill, attitudes, knowledge, social-cultural system; must be skilled in reading, listening and reasoning - Feedback—final link in communication process; checks how successful message was transferred according to original intent; determines whether understanding has been achieved (Examples can be drawn from text, class discussion, Internet, newspapers such as Globe and Mail, etc.)

Diff: 3 Type: ES Page Ref: 248 Skill: Applied Topic: The Communication Process Objective: 1

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2) Using the concept of channel richness, give examples of messages best conveyed by email, by face-to-face communication, and on the company bulletin board.

Answer: Suggested answer: Student may begin their answer in a broad context by first identifying that all of these media are various channels through which to send a message.

Therefore, a definition of channel can be expected. Once this is complete, they may identify the concept of channel richness and link the definition to the fact that each of the three media listed vary in richness. Then they may list each of the three media and the appropriate message each could deliver and explain why.

- Face-to-face—The richest of the channels. Typically used for nonroutine types of messages.

For example: discipline issues, personal reviews, client/customer feedback on personal performance, emotionally upsetting news involving job cuts, budget cuts, etc.

- Email—Less rich. Unable to use communication cues in order to verify meaning of message.

Some personal nonroutine messages can be used here with success. Further, some personal messages can be used here, as well, with some success. For example: items that need to be dispersed quickly (time sensitive issues), like computer repair notifications telling staff that the system will be down on a certain time/date; all employee notifications of certain operating policies; more personal items, like feedback on a presentation a person made and things that need to be considered in the future; or, a verification of a meeting location/time/date.

- Company bulletin board—One of the leanest routine channels to use. There are no verbal or non-verbal cues (just like email). Situations that are spread out over time would be appropriately communicated in this manner. For example: holiday hours during which the office will be open to the public; community events and/or sponsorships over a period of time; donations for a social event/gift for a colleague. (Examples can be drawn from text, class discussion, Internet, newspapers such as Globe and Mail, etc.)

Diff: 3 Type: ES Page Ref: 249 Skill: Applied Topic: The Communication Process Objective: 2

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3) Describe, using examples, four barriers to effective communication.

Answer: Suggested answer: - Filtering—sender's manipulation of information so it will be viewed more favourably by receiver; influenced by personal interests and perceptions of what is important; opportunities for filtering determined by number of organizational levels - Selective perception—receivers selectively see and hear based on their needs, motivations, experience, background and other personal characteristics; receivers project their interests and expectations into the decoding process - Emotions—perception of meaning varies depending on the receiver's mood - Language—age, education, cultural background influence words being used and meaning attached to them; specialists develop own jargon or technical language; geographical idiosyncrasies; existence of vertical levels; erroneous assumption that language of sender means the same to the receiver -Silence—the withholding of response should be attended to as it can mean people do not feel they can communicate; there may be fear or a lack of trust -Non-verbal communication—can totally contradict the verbal message, the nonverbal message has greatest meaning and should be believed -Lying—deliberate misrepresentation of information(Examples can be drawn from text, class discussion, Internet, newspapers such as Globe and Mail, etc.)

Diff: 3 Type: ES Page Ref: 251-255 Skill: Applied Topic: Barriers to Effective Communication Objective: 3 4) Distinguish between high-context and low-context cultures and give illustrations of how the qualities of each could contribute to miscommunication in a business setting.

Answer: High-context people rely heavily on nonverbal and subtle situational cues when communicating with others; example cultures are China, Vietnam, and Saudi Arabia; an individual's official status in a company is important as well as their reputation and place in society. Low-context culture: people use words to convey meaning in a direct and more efficient way; titles and formal ceremonies and customs are much less important and are secondary to words; documents are precisely worded and most will not rely on verbal agreements but on legalistic contracts for business processes.

Diff: 3 Type: ES Page Ref: 263 Skill: Applied Topic: Managing Information Objective: 6

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5) Identify and describe the forms of nonverbal communications which affect how we interpret verbal communications. Provide examples to support your response.

Answer: Suggested answer: - Body movements—various body actions such as shrugging shoulders; winking an eye; facial expressions such as smiling, frowning - Intonations—tone of voice; emphasis on words or phrases; combined with facial expression, can show arrogance, fear...which would not be communicated via written message - Proxemics or physical distance—spacing between individuals; largely dependent on cultural norms (Examples can be drawn from text, class discussion, Internet, newspapers such as Globe and Mail, etc.)

Diff: 3 Type: ES Page Ref: 254 Skill: Applied Topic: Barriers to Effective Communication Objective: 3

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