Question 1 (2 points)

Research shows that about 93 percent of a message comes from nonverbal communication.

Question 1 options:

1) True

2) False

Question 2 (2 points)

One of the more serious problems associated with collaborative writing is dealing with conflicts that arise.

Question 2 options:

1) True

2) False

Question 3 (2 points)

Face-to-face communication is almost always the best way a manager should deliver a message.

Question 3 options:

1) True

2) False

Question 4 (2 points)

Four concepts that help to understand the use of mediated communication are: bandwidth, perceived personal closeness, feedback, and the symbolic interactionist perspective

Question 4 options:

1) True

2) False

Question 5 (2 points)

An attempt to use empathic listening is often enough to open communication.

Question 5 options:

1) True

2) False

Question 6 (2 points)

Active and passive are two types of listening.

Question 6 options:

1) True

2) False

Question 7 (2 points)

An appropriate strategy for negative situations is the indirect one.

Question 7 options:

1) True

2) False

Question 8 (2 points)

A report writer should gather data before developing solutions or action items.

Question 8 options:

1) True

2) False

Question 9 (2 points)

An organization’s culture can encourage or discourage information flow.

Question 9 options:

1) True

2) False

Question 10 (2 points)

Managerial communication behavior represents ritualistic responses to the need to appear competent, intelligent, legitimate, and rational.

Question 10 options:

1) True

2) False

Question 11 (2 points)

The way in which managers communicate messages is influenced by the type of authority they are perceived to have.

Question 11 options:

1) True

2) False

Question 12 (2 points)

The communication process consists of an exchange of messages that are comprised of words.

Question 12 options:

1) True

2) False

Question 13 (2 points)

Diversity issues are found in the areas of gender, culture, age, and education.

Question 13 options:

1) True

2) False

Question 14 (2 points)

The most likely audience question when reading written communication is “What is the purpose of this message?”

Question 14 options:

1) True

2) False

Question 15 (2 points)

Ethics in business is constantly evolving to match emerging norms and values and varies from country to country.

Question 15 options:

1) True

2) False

Question 16 (2 points)

The groundwork or preliminary effort a report writer makes before the report is written often takes more time than actually writing the report.

Question 16 options:

1) True

2) False

Question 17 (2 points)

When nonverbal signals contradict verbal ones, the verbal ones are usually the ones to trust.

Question 17 options:

1) True

2) False

Question 18 (2 points)

Attire is an important part of the first impression we form when meeting others, and is often the key to initial credibility.

Question 18 options:

1) True

2) False

Question 19 (2 points)

Managers should discourage their subordinates from listening to the grapevine because the information is usually false.

.

Question 19 options:

1) True

2) False

Question 20 (2 points)

The difference between positive and negative wording is more a matter of content than emphasis.

Question 20 options:

1) True

2) False

Question 21 (5 points)

Major factors affecting communication contingencies are ___________________

Question 21 options:

1)  product quality, diversity, subordination, and competition

2)  ethics, diversity, product quality, and competition

3)  time, diversity, ethics, and competition

4)  competition, creative analysis, product quality, and ethics

Question 22 (5 points)

Which movement has been shown to positively influence the flow of conversation?

Question 22 options:

1) mimicry

2)  affect display

3)  illustrating

4)  striding

Question 23 (5 points)

Contemporary managerial communication stresses the importance of which of the following?

Question 23 options:

1)  listening

2)  keeping written records

3)  giving orders

4)  maintaining discipline

Question 24 (5 points)

Which of the following is not a strategy for emphasizing a main idea?

Question 24 options:

1)  repeating it

2)  highlighting it in boldface

3)  using the “you” viewpoint

4)  being indirect

Question 25 (5 points)

Which type of internal correspondence may be in either direct or indirect order?

Question 25 options:

1)  form memos

2)  requests for action

3)  announcements

4)  guideline memos

Question 26 (5 points)

The most frequently used medium of communication within an organization is the

Question 26 options:

1)  letter

2)  memo

3)  brochure

4)  bulletin board

Question 27 (5 points)

Managers must take the following into account when sending a message.

Question 27 options:

1)  the receiver’s relationship and status differences with the manager

2)  the receiver’s interest and emotional state

3)  the receiver’s knowledge and communication skills

4)  all of the above choices are correct

Question 28 (5 points)

Nonverbal behaviors used during conversations to signal to a partner to slow, stop and even “wait your turn” are known as _____________

Question 28 options:

1)  regulating

2)  contradicting

3)  accenting

4)  substituting

Question 29 (5 points)

All of the following are common purposes for managerial communication except ________

Question 29 options:

1)  to gain information

2)  to share information

3)  to achieve status

4)  to persuade

Question 30 (5 points)

The information transmission capacity of the available sensory channels is known as ____________

Question 30 options:

1)  capability

2)  perspective

3)  sensuality

4)  Bandwidth

Question 31 (5 points)

Organizational communication focuses on ___________________

Question 31 options:

1)  internal behavior

2)  two or more people exchanging perceptions

3)  formal and informal meetings

4)  how a group of tasks is linked to complete a job

Question 32 (5 points)

Letter reports differ from memo reports according to

Question 32 options:

1)  format, tone, and audience

2)  introduction, body, and conclusion

3)  direct, neutral, and indirect order

4)  all of the choices are correct

Question 33 (5 points)

The contingency approach to management communication requires managers to _________

Question 33 options:

1)  see the interdependence of various aspects of jobs, organizations, and communication

2)  use the same communication approach at all times for consistency

3)  use creative analysis only in times of emergency

4)  not let the situation determine the method of communication

Question 34 (5 points)

A memo report

Question 34 options:

1)  always uses direct order

2)  employs headings

3)  always includes bulleted lists

4)  does not include visual aids

Question 35 (5 points)

Strategic managerial listening requires paying attention to _____________________

Question 35 options:

1)  the spoken words

2)  the nonverbal cues

3)  the total environment

4)  all choices are correct

Question 36 (5 points)

The manager who wants to understand someone’s internal frame of reference should use which type of listening?

Question 36 options:

1)  casual

2)  factual

3)  sympathetic

4)  empathic

Question 37 (5 points)

The type of listening most common in business meetings and conferences is

Question 37 options:

1)  casual

2)  factual

3)  empathic

4)  sympathetic

Question 38 (5 points)

How short should most routine e-mail messages be?

Question 38 options:

1)  One sentence

2)  One screen

3)  One paragraph

4)  One word

Question 39 (5 points)

The team leader in a collaborative writing group is responsible for ________________

Question 39 options:

1)  setting the guidelines for the group

2)  coordinating the team’s collaborative efforts

3)  resolving conflicts among individuals and functional departments

4)  both coordinating the team’s collaborative efforts and resolving conflicts among individuals and functional departments

Question 40 (5 points)

Common problems with technology include ________________

Question 40 options:

1)  sensory overload

2)  narrow bandwidth

3)  reduced opportunities for feedback

4)  all of the above choices are correct

Question 41 (8 points)

Provide an example in which technology has changed a person’s job.

Answer:

Earlier, bank clerks used to maintain ledger in register. After computer was introduced in banks, they needed to learn operating computers, and using software. Now, same person is making entry in computer and retrieving data much faster.

Question 42 (8 points)

How can a writer de-emphasize the negative in messages?

Answer

The writer should use positive language to de-emphasize the negative. He should carefully choose words that do not offend or blame.

Question 43

What are some typical strategies for empowering employees?

Answer

Some strategies for empowering employees include: autonomous work groups, self-leadership, work-out groups, quality circles, involving employees in decision making, sharing organization’s vision with employees.

Question 44

What are the four things a manager should do to become physically and psychologically prepared to listen? Discuss each of these.

Answer

Four things that managers should do to become physically and psychologically prepared to listen are:

1. Be relaxed

2. Sleep properly the night before

3. Do not listen with a bias

4. Maintain positive attitude

Question 45

What are the most common benefits of enterprise social networks?

Answer:

Enterprise social networks provides a platform to employees to interact with each other. Enterprise social networks are useful tools for communication and collaboration.

Question 46

According to the discussion presented in this chapter, what is the difference between interactive and active listening?

Answer

Active listening refers to hearing and paying attention, showing understanding of what was said, and asking relevant questions. Interactive listening moves beyond active by involving the listener and incorporating what was said into further questions, suggestions, and actions.

Question 47

What are two examples of internal noise and two examples of external noise that can damage a listener’s competency at work?

Answer

Two examples of internal noise can damage a listener’s competency at work are: hunger, jet lag.

Two examples of external noise that can damage a listener’s competency at work are: other people speaking , hum of a loud fan

Question 48

You are trying to indicate interest in the other person while listening. What should you be doing with your eyes, head, trunk, and hands?

Answer

To indicate interest, I will gaze at the speaker; nod or tilt my head; lean towards the speaker; and use my palms to indicate receptiveness.

Question49

What purposes does the transmittal document serve?

Answer

The transmittal document extends goodwill, and reminds reader of purpose of document.

Question 50

What are four strategic advantages of written managerial communication?

Answer

Four strategic advantage of using managerial communication are:

1. Writing is usually more economical than making calls, and travelling to have face-to-face meeting.

2. Writing is efficient because the manager can work independently and use words selectively. The readers can read the communication (such as letter or email) at their convenience.

3. Writing allows the managers to have more control over words, and message organization than oral communication.

4. Writing provides an official record of the communication that can be retained for future reference.