Organizational Behaviour - Robbins Ob14 Tif11

Organizational Behavior, 14e (Robbins/Judge)
Chapter 11 Communication
1) Communication must include both the ________ and the understanding of meaning.
A) transportation
B) interpretation
C) triaging
D) transference
E) intention
Answer: D
Explanation: Communicating is more than merely imparting meaning; that meaning must also be
understood. Communication must include both the transfer and the understanding of meaning.
Diff: 2 Page Ref: 342
Topic: Functions of Communication
Skill: AACSB: Communication; Analytic Skills
Objective: Communication
Quest. Category: Concept/Definitional
LO: 1
2) Communication serves all of the following functions within a group or organization except
________.
A) motivation
B) planning
C) emotional expression
D) control
E) conveying information
Answer: B
Explanation: Communication serves four major functions within a group or organization:
control, motivation, emotional expression, and information.
Objective: Functions of Communication
LO: 1
1
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3) Formal guidelines and authority hierarchies are examples of which function of
communication?
A) control
B) agreement
C) organization
D) information
E) all of the above
Answer: A
Explanation: Organizations have authority hierarchies and formal guidelines employees are
required to follow. When employees are required to communicate any job-related grievance, to
follow their job description, or to comply with company policies, communication is performing a
control function.
Objective: Control
LO: 1
4) Alejandro is annoyed that the new recruit, Ben, is working faster than anyone else in the
group, making the rest of the group look bad. In the company cafeteria Alejandro teases Ben and
calls him the 'super recruit' and imitates his style of working so rapidly. Alejandro wants to
intimidate Ben so that he will work slower. Which function of communication is Alejandro using
by making fun of Ben?
A) motivation
B) control
C) expression
D) information
E) formal
Answer: B
Explanation: Informal communication also controls behavior. When work groups tease or harass
a member who produces too much they are informally communicating with, and controlling, the
member's behavior. They are using communication in the control function.
Skill: AACSB: Communication
Objective: Communication
Quest. Category: Application
LO: 1
2
5) Today Marci's boss entered her cubicle and told her that her work has been fantastic, and that
because of her last project the client is going to give the company all of their business. Marci's
boss continued to talk about what a great job she's doing. When her boss left Marci felt very
confident and satisfied with herself and her job. Marci's boss uses communication in which of
the following functions?
A) control
B) motivation
C) emotional expression
D) information
E) reprimand
Answer: B
Explanation: Communication fosters motivation by clarifying to employees what they must do,
how well they are doing, and how to improve performance if it's subpar. Marci's boss is using
motivational communication to tell her how well she is doing.
Objective: Motivation
LO: 1
6) Ana is trying to finish an account analysis for a client, but she's missing data. She e-mails
Claire in database administration to launch a query and get back to her. Claire quickly sends Ana
the data that she needs. This is an example of ________ communication.
A) motivation
B) control
C) information
D) emotion
E) reprimand
Answer: C
Explanation: Information communication is needed to facilitate decision making.
Communication provides the information individuals and groups need to make decisions by
transmitting the data to identify and evaluate alternative choices.
Objective: Information
LO: 1
3
7) Clarification to employees about how well they are doing, and what can be done to improve
performance, are examples of which function of communication?
A) information
B) control
C) motivation
D) emotional expression
E) none of the above
Answer: C
Explanation: Communication fosters motivation by clarifying to employees what they must do,
how well they are doing, and how to improve performance if it's subpar. Marci's boss is using
motivational communication to tell her how well she is doing.
Objective: Motivation
LO: 1
8) Which function of communication transmits the data necessary for decision-making?

A) emotional expression
B) information
C) control
D) motivation
E) all of the above
Answer: B
Explanation: Information communication is needed to facilitate decision making.
Communication provides the information individuals and groups need to make decisions by
transmitting the data to identify and evaluate alternative choices.
Objective: Information
LO: 1
4
9) The medium through which communication travels is called a ________.
A) transmission
B) message
C) media
D) channel
E) vessel
Answer: D
Explanation: The channel is the medium through which the message travels. The sender selects
it, determining whether to use a formal or informal channel.
Topic: The Communication Process
Objective: Channel
LO: 2
10) Helena and Laura were talking on the phone. Laura's two year old son fell and started crying
and Laura could no longer hear what Helena said. This is an example of ________.
A) transmitting
B) decoding
C) noise
D) understanding
E) analysis
Answer: C
Explanation: Noise represents communication barriers that distort the clarity of the message,
such as perceptual problems, information overload, semantic difficulties, or cultural differences.
The crying baby represents noise.
Topic: Application of the Communication Process
Objective: Noise in Communication
LO: 2
5
11) During communication, the ________ initiates a message by encoding a thought.
A) receiver
B) channel
C) sender
D) speaker
E) leader
Answer: C
Explanation: The sender initiates a message by encoding a thought. The sender then selects a
channel, determining whether to use a formal or informal channel.
Objective: Sender
LO: 2
12) John writes a memo to his employees. Putting his thoughts onto paper is an example of
________.
A) encoding
B) communicating
C) messaging
D) channeling
E) cryptography
Answer: A
Explanation: The sender initiates a message by encoding a thought. The message is the actual
physical product of the sender's encoding. John uses writing to encode his message.
Objective: Encoding
LO: 2
6
13) The receiver of a communication is most likely to ________ a message.
A) explain
B) reproduce
C) reflect
D) translate
E) discard
Answer: D
Explanation: The receiver is the person(s) to whom the message is directed, who must first
translate the symbols into understandable form. This step is the decoding of the message.
Objective: Receiver
LO: 2
14) Formal channels traditionally follow the ________ within an organization.

A) communication chain
B) authority chain
C) influence chain
D) transmission chain
E) social chain
Answer: B
Explanation: Formal channels are established by the organization and transmit messages related
to the professional activities of members. They traditionally follow the authority chain within the
organization.
Objective: Formal Channels
LO: 2
7
15) Chantel received an invitation to a web meeting that will take place at 3:00 p.m. She
accepted the invitation. This is an example of ________.
A) formal channels of communication
B) spontaneous communication
C) feedback as a function of communication
D) informal channels of communication
E) emotional expression
Answer: A
Explanation: This is an example of communicating through formal channels. Formal channels
are established by the organization and transmit messages related to the professional activities of
members. They traditionally follow the authority chain within the organization.
Objective: Formal Channels
LO: 2
16) A receiver who translates a sender's message is engaging in the process of ________.
A) encoding
B) decoding
C) transmission
D) feedback
E) recoding
Answer: B
Explanation: The receiver is the person(s) to whom the message is directed, who must first
translate the symbols into understandable form. This step is the decoding of the message.
Objective: Decoding
LO: 2
8
17) What step determines whether understanding has been achieved during the communication
process?
A) decoding
B) feedback
C) channel
D) encoding
E) transmission
Answer: B
Explanation: The final link in the communication process is a feedback loop. Feedback is the
check on how successful we have been in transferring our messages as originally intended. It
determines whether understanding has been achieved.
Objective: Feedback
LO: 2
18) The communication used by managers to provide job instructions is ________

communication.
A) downward
B) lateral
C) formal
D) directional
E) diagonal
Answer: A
Explanation: Communication that flows from one level of a group or organization to a lower
level is downward communication. It's used by group leaders and managers communicating with
employees to assign goals, provide job instructions, explain policies, and offer feedback about
performance.
Topic: Direction of Communication
Objective: Downward Communication
LO: 3
9
19) Which of the following is an example of downward communication flow?
A) suggestion boxes
B) envelope attitude surveys
C) feedback on job performance
D) identifying with and discussing problems with the boss
E) letters to your senator
Answer: C
Explanation: Communication that flows from one level of a group or organization to a lower
level is downward communication. It's used by group leaders and managers communicating with
employees to assign goals, provide job instructions, explain policies, and offer feedback about
performance.
LO: 3
20) All of the following are examples of downward communication flows except ________.
A) managers assigning goals
B) managers informing employees of procedures
C) managers pointing out problems that need attention
D) employees completing attitude surveys
E) managers telling employees to work more quickly
Answer: D
Explanation: Downward communication is used by group leaders and managers communicating
with employees to assign goals, provide job instructions, explain policies and procedures, point
out problems that need attention, and offer feedback about performance. Employee surveys is an
example of upward communication.
LO: 3
10
21) Communication that takes place among members of work groups at the same level is known
as ________ communication.
A) tangential
B) cross-functional
C) job
D) lateral
E) downward
Answer: D
Explanation: When communication takes place among members of the same work group,
members of work groups at the same level, managers at the same level, or any other horizontally
equivalent workers, it is described as lateral communication.
Objective: Lateral Communication
LO: 3
22) When engaging in upward communication an employee should not ________.

A) reduce distractions
B) communicate in headlines
C) support ideas with action
D) prepare a speech
E) prepare an agenda
Answer: D
Explanation: To engage in effective upward communication, the employee should try to reduce
distractions, communicate in headlines not paragraphs, support your headlines with actionable
items (what you believe should happen), and prepare an agenda to make sure you use your boss's
attention well. They should not prepare a speech.
Objective: Upward Communication
LO: 3
11
23) Communication messages that are passed through a great many people will most likely suffer
from which of the following?
A) disruption
B) distortion
C) lack of non-verbal cues
D) decoding
E) formal communication decay
Answer: B
Explanation: The major disadvantage of oral communication surfaces whenever a message has to
pass through a number of people: the more people, the greater the potential distortion.
Topic: Interpersonal Communication
Objective: Oral Communication
LO: 4
24) Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples
of ________.
A) informal communication channels
B) formal communication channels
C) written communication
D) technological communication
Answer: C
Explanation: Written communications include memos, letters, fax transmissions, e-mail, instant
messaging, organizational periodicals, notices placed on bulletin boards (including electronic
ones), and any other device that transmits via written words or symbols.
Objective: Written Communication
LO: 4
12
25) Which of the following is not a drawback of written messages?
A) They're time consuming.
B) They are unlikely to be well thought-out.
C) They lack built-in feedback mechanisms.
D) It is difficult for senders to confirm whether they have been received.
E) They may be misinterpreted by their receivers.
Answer: B
Explanation: A benefit of all written communication comes from the process itself. People are
usually forced to think more thoroughly about what they want to convey in a written message
than in a spoken one. Thus, written communications are more likely to be well thought out,
logical, and clear.
Objective: Disadvantages of Written Communication
LO: 4
26) Messages conveyed through body movements and facial expressions are ________.
A) nonverbal communication
B) kinesics
C) physical characteristics
D) connotations
E) semantics
Answer: A
Explanation: It is important in communication to consider nonverbal communication, which
includes body movements, the intonations or emphasis we give to words, facial expressions, and
the physical distance between the sender and receiver.
Objective: Nonverbal Communication
LO: 4
13
27) All of the following are examples of nonverbal communication except ________.
A) intonations or emphasis
B) instant messaging
C) physical distance
D) facial expressions
E) hand gestures
Answer: B
Explanation: It is important in communication to consider nonverbal communication, which
includes body movements, the intonations or emphasis we give to words, facial expressions, and
the physical distance between the sender and receiver.
LO: 4
28) Which of the following is not a characteristic of nonverbal communication?

A) intonation
B) universal meaning
C) facial expression
D) physical distance
E) meaningful information.
Answer: B
Explanation: Body language adds to, and often complicates, verbal communication. A body
position or movement does not by itself have a precise or universal meaning, but when it is
linked with spoken language, it gives fuller meaning to a sender's message.
LO: 4
14
29) What small-group network is most effective for facilitating the emergence of a leader?
A) chain
B) all-channel
C) wheel
D) direct
E) box
Answer: C
Explanation: The wheel relies on a central figure to act as the conduit for all the group's
communication; it simulates the communication network you would find on a team with a strong
leader.
Diff: 2 Page Ref: 349-350
Topic: Organizational Communication
Objective: Wheel Network
LO: 5
30) What small-group network best serves to promote high member satisfaction?
A) direct
B) circle
C) wheel
D) all-channel
E) box
Answer: D
Explanation: The all-channel network permits all group members to actively communicate with
each other; it's most often characterized in practice by self-managed teams, in which all group
members are free to contribute and no one person takes on a leadership role. It rates the highest
in effectiveness of member satisfaction.
Objective: All-Channel Network
LO: 5
15
31) Peter is working on a project. He feels that the parameters need to be changed to meet the
client specifications. First he must talk to his immediate supervisor, who then discusses the issue
with her department director. Peter is most likely part of which type of small-group network?
A) vertical
B) direct
C) chain
D) all-channel
E) box
Answer: C
Explanation: The decision making described in the example follows the formal chain of
command; this network approximates the communication channels you might find in a rigid
three-level organization. Peter is most likely part of a chain group.
Topic: Application of Organizational Communication
Objective: Chain Network
LO: 5
32) A(n) ________ communication network occurs when a checkout clerk reports to a
department manager, who in turn reports to a store manager, who reports to a regional manager.
A) direct
B) all-channel
C) vertical
D) chain
E) horizontal
Answer: D
Explanation: The decision making described in the example follows the formal chain of
command; this network approximates the communication channels you might find in a rigid
three-level organization. Peter is most likely part of a chain group.
Objective: Chain Network
LO: 5
16
33) When all communication is channeled through one central figure, a ________
communication network exists.
A) direct
B) chain
C) lateral
D) wheel
E) box
Answer: D
leader.
LO: 5
34) In a(n) ________ communication network, any group member can actively communicate
with any other member.
A) wheel
B) all-channel
C) interpersonal
D) circle
E) free
Answer: B
LO: 5
17
35) The ________ communication network is best illustrated by self-managed teams.
A) wheel
B) all-channel
C) interpersonal
D) circle
E) box
Answer: B
LO: 5
36) An informal communication network is typically called a ________.

A) gossip monger
B) grapevine
C) chain
D) contextual system
E) free acting system
Answer: B
Explanation: The informal communication network in a group or organization is called the
grapevine. Although the grapevine may be informal, it's still an important source of information.
A survey found it's where 75 percent of employees hear about matters first.
Objective: Grapevine
LO: 5
18
37) Which of the following statements most accurately characterizes the grapevine?
A) It is used to serve the self-interests of outsiders.
B) It is perceived as being more reliable than formal communication.
C) It is generally used as an anti-management tool.
D) It is usually inaccurate.
E) It serves as a formal communication channel.
Answer: B
Explanation: The grapevine has three main characteristics. First, it is not controlled by
management. Second, most employees perceive it as more believable and reliable than formal
communiqués issued by top management. Finally, it is largely used to serve the interests of the
people within it.
LO: 5
38) In one study of the grapevine, it was found that only ________ percent of the executives
participated by passing the information on to more than one other person.
A) 10
B) 15
C) 20
D) 25
E) 30
Answer: A
Explanation: While the grapevine was an important source, only 10 percent of the executives
acted as liaison individuals (passed the information on to more than one other person).
LO: 5
19
39) Studies have shown that ________ percent of the information transmitted through the
grapevine is accurate.
A) 55
B) 65
C) 75
D) 85
E) 100
Answer: C
Explanation: About 75 percent of the information that flows along the grapevine is accurate.
LO: 5
40) Rumors would most likely flourish in situations where there is ________.
A) well-communicated change
B) ambiguity
C) a trivial issue at hand
D) assurance by management
E) a chain communication style
Answer: B
Explanation: Rumors emerge as a response to situations that are important to us, when there is
ambiguity, and under conditions that arouse anxiety.
LO: 5
20
41) Which element does not have to be present in order for a rumor to emerge?
A) anxiety
B) importance
C) confidence
D) ambiguity
E) secrecy
Answer: C
Explanation: Rumors emerge as a response to situations that are important to us, when there is
ambiguity, and under conditions that arouse anxiety. The secrecy and competition that typically
prevail in large organizations encourage and sustain rumors on the grapevine.
Skill: AACSB: Analytic Skills
LO: 5
42) With regard to the grapevine, a manager should try to ________.

A) ignore it
B) destroy it
C) limit its range and impact
D) use it to your advantage
E) all of the above
Answer: C
Explanation: Managers can not entirely eliminate rumors. What they should do is minimize the
negative consequences of rumors by limiting their range and impact.
Skill: AACSB: Analytic Skills
LO: 5
21
43) There is a rumor in your organization that layoffs are inevitable. Which of the following is
the least likely way to reduce the negative consequences of this rumor?
A) Explain decisions that may appear inconsistent or secretive.
B) Emphasize the downside, as well as the upside, of current decisions and future plans.
C) Discount the rumor.
D) Openly discuss worst case possibilities.
E) Discuss deadlines for decisions.
Answer: C
Explanation: The best way to reduce the negative consequences of rumors is to 1) Provide
information; 2) Explain actions and decisions that may appear inconsistent, unfair, or secretive;
3) Refrain from shooting the messenger; and 4) Maintain open communication channels.
LO: 5
44) Electronic communication includes all of the following except ________.

A) text messaging
B) teleconferencing
C) video conferencing
D) e-mail
E) blogs
Answer: B
Explanation: Electronic communications include e-mail, text messaging, networking software,
blogs, and video conferencing. Teleconferencing, or talking to someone on the phone isn't
considered a form of electronic communication.
Skill: AACSB: Communication; Analytic Skills; Use of IT
Objective: Electronic Communication
LO: 6
22
45) Steven doesn't understand why Margarita isn't talking to him. He merely sent her an e-mail
outlining what needs to be done to fix her project proposal. Which of the following e-mail
limitations has Steven failed to understand?
A) misinterpreting messages
B) privacy concerns
C) time consuming nature
D) communicating negative messages
E) company confidentiality
Answer: A
Explanation: The potential to misinterpret e-mail is tremendous. People are only able to
accurately decode an e-mail's intent and tone 50 percent of the time. Although Steven feels like
he is merely passing information to Margarita, she is taking it as a strong criticism. The example
is not communicating a negative message, such as a layoff, but is merely misinterpreted by the
employee.
Skill: AACSB: Communication; Use of IT
Objective: Email
LO: 6
46) Which of the following is not a benefit of e-mail as a communications tool?

A) E-mail messages can be quickly written, edited, and stored.
B) E-mail messages can be distributed to one person or thousands with a click of a mouse.
C) E-mail messages have less emotional content.
D) E-mail messages can be read at the recipient's convenience.
E) E-mail messages cost pennies to generate.
Answer: C
Explanation: There are many benefits to e-mail. E-mail messages can be quickly written, edited,
and stored. They can be distributed to one person or thousands with a click of a mouse.
Recipients can read them at their own convenience. And the cost of sending formal e-mail
messages to employees is a fraction of the cost of printing, duplicating, and distributing a
comparable letter or brochure.
Objective: Benefits of E-mail
LO: 6
23
47) Which of the following is not a recommendation to effectively manage e-mail?
A) Don't check e-mail in the morning.
B) Check e-mail throughout the day.
C) Check e-mail in batches.
D) Stop sending e-mail.
E) Unsubscribe to e-mail subscriptions.
Answer: B
Explanation: Experts suggest these strategies for managing e-mail: 1) Don't check e-mail in the
morning. Take care of important tasks before getting ensnared in e-mails. 2) Check e-mail in
batches. Don't check e-mail continually throughout the day; 3) Unsubscribe to newsletters and
other subscriptions you don't need; and 4) Stop sending e-mail.
Objective: Email
LO: 6
48) What form of electronic communications is in "real" time?

A) blogs
B) networking software
C) e-mail
D) text messaging
E) instant messaging
Answer: E
Explanation: Like e-mail, instant messaging (IM) uses electronic media. Unlike e-mail, though,
IM occurs in real time.
Objective: Instant Messaging
LO: 6
24
49) What form of electronic communications uses a portable communication device?
A) blogs
C) e-mail
D) text messaging
Answer: D
Explanation: Like e-mail, instant messaging (TM) uses electronic media. Unlike e-mail, though,
TM uses portable communication devices.
Objective: Text Messaging
LO: 6
50) Facebook and MySpace are examples of what?

A) blogs
C) e-mail
D) text messaging
Answer: B
Explanation: Social networking platforms such as Facebook and MySpace are examples of
networking software.
Skill: AACSB: Use of IT
Objective: Network Software
LO: 6
51) Which electronic communications tool is updated daily?

A) blogs
C) e-mail
D) text messaging
Answer: A
Explanation: Blogs, (Web log), are Web sites about a single person or company that are usually
updated daily.
Objective: Web Logs
LO: 6
25
52) ________ is when an individual's processing capacity can not handle the amount of
information that it is receiving.
A) Information security
B) Information richness
C) On-call information
D) Information overload
E) Electronic information
Answer: D
Explanation: Information overload is a condition in which information inflow exceeds an
individual's processing capacity.
Objective: Information Overload
LO: 6
53) Which of the following was the principal concern regarding information security for the
majority of business executives in one study?
A) danger of system crashes from viruses
B) fear of hackers corrupting information systems
C) leaks of company information
D) information overload causing ineffectiveness
E) worker detachment due to low channel richness
Answer: C
Explanation: A Merrill Lynch survey of 50 executives found 52 percent rated leaks of company
information as their number-one information security concern, topping viruses and hackers. In
response, most companies actively monitor employee Internet use and e-mail records, and some
even use video surveillance and record phone conversations.
Objective: Information Security
LO: 6
26
54) When Neal Patterson, CEO of Cerner Corporation, sent his seething e-mail to 400 managers,
he erred by selecting the wrong ________.
A) channel for his message
B) message
C) distribution
D) emotional charge
Answer: A
Explanation: Patterson used a channel relatively low in richness (e-mail) to convey a message
that, because of its nonroutine nature and complexity, should have been conveyed using a rich
communication medium.
Objective: Email
LO: 7
55) Which of the following channels of communication is lowest in richness?

A) video conferences
B) e-mail
C) pre-recorded speeches
D) memos and letters
E) telephone conversations
Answer: D
Explanation: Face-to-face conversation scores highest in channel richness moving down the
scale to memos and letters at the lowest end, or lean in richness factors of communication.
Impersonal written media such as formal reports and bulletins rate lowest in richness.
Topic: Choice of Communication Channel
Objective: Channel Richness
LO: 7
27
56) What is the best indicator of choice of channel?
A) whether the sender is management or not
B) the time of day the message is sent
C) the target audience for the message
D) whether the message will be private or public
E) whether the message is routine or nonroutine
Answer: E
Explanation: The choice of channel depends on whether the message is routine or nonroutine.
Routine messages tend to be straight forward and have minimal ambiguity; channels low in
richness can carry them efficiently. Nonroutine communications are likely to be complicated and
have the potential for misunderstanding. Managers can communicate them effectively only by
selecting rich channels.
LO: 7
57) Jessica needs to describe her vision for an important ad campaign to three of the new team
members. Jessica should ________.
A) send an e-mail.
B) schedule a meeting
C) write a memo
D) publish a formal report
E) leave voicemail for them
Answer: B
Explanation: Describing a vision for an ad campaign is complex and nonroutine. Jessica needs to
share the information in a face-to-face context, using a rich communication channel. She should
call a meeting.
LO: 7
28
58) Which of the following is not a barrier to effective communication?
A) filtering
B) silence
C) selective perception
D) language
E) reality
Answer: E
Explanation: Filtering, silence, selective perception, and language are all barriers to effective
communication. Determining what constitutes reality is a factor in selective perception, but
reality or real life is not a OB barrier to communication.
Topic: Barriers to Effective Communication
Objective: Barriers to Effective Communication
LO: 8
59) When a person manipulates information so that it will be seen more favorably by the
receiver, he is ________.
A) using selective perception
B) filtering information
C) using politically correct communication
D) suffering from communication apprehension
E) using ineffective communication means
Answer: B
Explanation: Filtering refers to a sender's purposely manipulating information so the receiver
will see it more favorably. A manager who tells his boss what he feels the boss wants to hear is
filtering information.
Objective: Filtering
LO: 8
29
60) Jake tells his boss only what he believes the boss wants to hear. Jake is engaging in
________.
A) filtering
B) selective perception
C) communication apprehension
D) emotional block
E) selective selection
Answer: A
filtering information.
Topic: Application of Barriers to Effective Communication
LO: 8
61) Receivers in communication see and hear based on their needs, motivations, experience,
background, and other personal characteristics. This is called ________.
A) communication apprehension
B) filtering
C) selective perception
D) emotional block
E) projection
Answer: C
Explanation: The receivers in the communication process selectively see and hear based on their
needs, motivations, experience, background, and other personal characteristics. This is called
selective perception. Receivers also project their interests and expectations into communications
as they decode them.
Objective: Selective Perception
LO: 8
30
62) An interviewer who believes female applicants will put family ahead of career is using
________.
A) prejudice
B) selective perception
C) values judgment
D) filtering
E) projection
Answer: B
Explanation: This is selective perception. Receivers also project their interests and expectations
into communications as they decode them. An employment interviewer who expects a female job
applicant to put her family ahead of her career is likely to see that in all female applicants,
regardless of whether they actually feel that way.
Objective: Selective Perception
LO: 8
63) Which of the following is not a result of silence as a communication barrier?

A) Managers lack information.
B) Problems will not escalate.
C) Management can not react to problems.
D) Silent employees have stress.
E) Problems remain ongoing.
Answer: B
Explanation: Employee silence means managers lack information about ongoing problems. And
silence regarding discrimination, harassment, corruption, and misconduct means top
management cannot take action to eliminate this behavior, and problems can escalate. Employees
who are silent about important issues may also experience psychological stress.
Objective: Silence
LO: 8
31
64) Variables that influence the language a person uses include all of the following except
________.
A) age
B) incentives
C) education
D) cultural background
E) nationality
Answer: B
Explanation: Even when communicating in the same language, words mean different things to
different people. Age and context, such as education, cultural background, and nationality, are
two of the biggest factors that influence such differences.
Objective: Language
LO: 8
65) What can managers do to make sure that important information isn't withheld from them
through silence?
A) Assume that words are understood.
B) Listen to and support diverse opinions.
C) Deal with information overload.
D) Interpret what we see and call it reality.
E) Tell employees what they want to hear.
Answer: B
Explanation: Silence is less likely where minority opinions are treated with respect, workgroup
identification is high, and high procedural justice prevails. Practically, this means managers must
make sure they behave in a supportive manner when employees voice divergent opinions
Objective: Silence
LO: 8
32
66) If Albert is apprehensive regarding oral communication, which of the following behaviors is
the least likely to display?
A) He prefers to talk on the phone.
B) He distorts the communication demands of his job.
C) He limits his oral communication and then tends to rationalize his behavior.
D) He relies on memos or letters.
E) He avoids face-to-face communication.
Answer: A
Explanation: People suffering communication apprehension experience undue tension and
anxiety in oral communication. They may find it extremely difficult to talk with others face to
face or may become extremely anxious when they have to use the telephone, relying instead
on memos or faxes when a phone call would be faster and more appropriate.
Objective: Communication Apprehension
LO: 8
67) Tannen's research indicates that men use talk to ________, while women use it to ________.
A) emphasize status; create connections
B) get promotions; problem-solve
C) establish blame; gossip
D) create networks; emphasize individualism
E) establish interdependence; create relationships
Answer: A
Explanation: Deborah Tannen's research shows men tend to use talk to emphasize status, whereas
women tend to use it to create connections. These tendencies, of course, don't apply to every man
and every woman
Skill: AACSB: Communication; Multicultural and Diversity; Analytic Skills
Objective: Gender Differences
LO: 8
33
68) Which of the following would be least likely to pose a barrier to cross-cultural
communications?
A) tone differences
B) word connotations
C) semantics
D) political correctness
E) tolerance of conflict
Answer: D
Explanation: Barriers are caused by semantics. Words mean different things to different people,
particularly people from different national cultures. Barriers are caused by word connotations.
Words imply different things in different languages. Barriers are caused by tone differences. In
some cultures, language is formal; in others, it's informal. Barriers are caused by differences in
tolerance for conflict and methods for resolving conflicts. Individuals from individualist cultures
tend to be more comfortable with direct conflicts and will make the source of their disagreements
overt.
Topic: Global Implications
Objective: Cultural Barriers
LO: 9
69) ________ cultures rely heavily on nonverbal and subtle situational cues when
communicating with others.
A) High-context
B) Low-context
C) Neutral context
D) High-content
E) Low-content
Answer: A
Explanation: In high-context cultures such as China, Korea, Japan, and Vietnam, people rely
heavily on nonverbal and subtle situational cues in communicating with others, and a person's
official status, place in society, and reputation carry considerable weight.
Skill: AACSB: Communication; Multicultural and Diversity
Objective: Cultural Context
LO: 9
34
70) Which of the following is not something a manager should do to communicate better across
cultures?
A) Suppose certain universal similarities.
B) Emphasize description rather than interpretation.
C) Practice empathy.
D) Assume differences until similarity is proven.
E) Treat interpretations as a working hypothesis.
Answer: A
Explanation: Most of us assume others are more similar to us than they actually are. You are less
likely to err if you assume they are different from you until proven otherwise. Do not suppose
universal similarities.
LO: 9
71) James and Neung are negotiating a purchase from Neung's Tai corporation. James notices
that Neung is very quiet. Rather than assume that Neung is upset at how the negotiations are
going, James continues to discuss the details of how the purchase will ensue. Finally James
closes the deal and later learns that Neung's quiet moments were respectful moments to allow
James to reveal his deal. Which strategy did James use to succeed?
A) Suppose certain universal similarities.
B) Emphasize description rather than interpretation.
C) Practice empathy.
D) Assume differences until similarity is proven.
E) Treat interpretations as a working hypothesis.
Answer: B
Explanation: James continued to emphasize the description of the deal, rather than interpret
Neung's behavior. Interpreting or evaluating what someone has said or done draws more on your
own culture and background than on the observed situation. So delay judgment until you've had
sufficient time to observe and interpret the situation from the differing perspectives of all
concerned.
LO: 9
35
72) Which of the following values is most important to low-context cultures?
A) status
B) directness
C) titles
D) trust
E) space
Answer: B
Explanation: People from Europe and North America reflect their low-context cultures. They rely
essentially on spoken and written words to convey meaning and value directness.
LO: 9
73) In dealing with cross-cultural communication, a manager might practice putting herself in the
place of the employee, a method termed ________.
A) evaluation
B) empathy
C) complicity
D) commiseration
E) apathy
Answer: B
Explanation: A manager should practice empathy, which means seeing things from another's
perspective and being sympathetic to that perspective. Examine other's values, experiences, and
frames of reference. Determine what can provide added insight. Try to see the other person as he
or she really is.
Objective: Empathy
LO: 9
36
74) Which of the following is most likely to help reduce misperceptions when communicating
with people from a different culture?
A) Assume similarity until differences are proven.
B) Emphasize interpretation rather than evaluation and descriptions.
C) See the other's point of view.
D) Treat your interpretations as a confirmed hypothesis.
E) Make judgments quickly and decisively.
Answer: B
Explanation: A manager should practice empathy, which means seeing things from another's
perspective and being sympathetic to that perspective. Examine other's values, experiences, and
frames of reference. Determine what can provide added insight. Try to see the other person as he
or she really is.
Objective: Interpretations
LO: 9
75) Of all the functions served by communication, providing information is the most important.
Answer: FALSE
Explanation: None of the four functions of communication is more important than the others. To
perform effectively, groups need to maintain some form of control over members, stimulate
members to perform, allow emotional expression, and make decision choices. Almost every
communication interaction that takes place in a group or organization performs one or more of
these functions.
LO: 1
76) In the communication process, decoding should precede encoding.

Answer: FALSE
Explanation: The sender initiates a message by encoding a thought. The message is the actual
physical product of the sender's encoding. The receiver is the person(s) to whom the message is
directed, who must first translate the symbols into understandable form. This step is the decoding
of the message. Decoding comes after the sender's encoding.
Objective: Communication Process
LO: 2
37
77) Lateral communications are often created to short-circuit the vertical hierarchy within an
organization.
Answer: TRUE
Explanation: When communication takes place among members of the same work group,
members of work groups at the same level, managers at the same level, or any other horizontally
equivalent workers, we describe it as lateral communication. Lateral communication is
informally created to short-circuit the vertical hierarchy and expedite action. Horizontal
communication saves time and facilitates coordination.
Objective: Lateral Communication
LO: 3
78) The advantages of oral communication are precision and tangibility.

Answer: FALSE
Explanation: The advantages of oral communication are speed and feedback. We can convey a
verbal message and receive a response in minimal time. If the receiver is unsure of the message,
rapid feedback allows the sender to quickly detect and correct it.
Objective: Advantages of Oral Communication
LO: 4
79) The grapevine is perceived by most employees as being more believable and reliable than
formal communiqués issued by management.
Answer: TRUE
Explanation: The informal communication network in a group or organization is called the
grapevine. A survey found it's where 75 percent of employees hear about matters first. Most
employees perceive it as more believable and reliable than formal communiqués issued by top
management.
LO: 5
38
80) A benefit of e-mail as a communication tool is that it helps keep employee
misunderstandings at a minimum due to its written nature.
Answer: FALSE
Explanation: E-mail often leads to misinterpretations of the message. It's true we often
misinterpret verbal messages, but the potential to misinterpret e-mail is even greater. One
research team at New York University found we can accurately decode an e-mail's intent and
tone only 50 percent of the time, yet most of us vastly overestimate our ability to send and
interpret clear messages.
Objective: Benefits of E-mail
LO: 6
81) One way to manage e-mail overload is to completely wipe out your in-box.
Answer: TRUE
Explanation: One way to deal with too much e-mail is to declare e-mail bankruptcy. Some
people, like recording artist Moby and venture capitalist Fred Wilson, became so overwhelmed
by e-mail they declared "e-mail bankruptcy." They wiped out their entire inbox and started over.
Objective: Electronic Communication
LO: 6
82) Technology-based communication, like electronic mail, is the least rich form of written
communication.
Answer: FALSE
Explanation: The channel with the least richness is formal written brochures and memos that
don't have personal receivers, but are mass delivered.
LO: 7
39
83) Filtering, selective perception, defensiveness, and silence are all barriers to effective
communication.
Answer: FALSE
Explanation: A number of barriers can retard or distort effective communication including
filtering, selective perception, silence, emotions, information overload and language. However,
defensiveness is not considered a barrier to effective communication.
A number of barriers can retard or distort effective communication including filtering, selective
perception, silence, emotions, information overload and language. However, defensiveness is not
considered a barrier to effective communication.
LO: 8
84) Filtering is most likely to occur in organizations in which there are many vertical levels.
Answer: TRUE
filtering information. The more vertical levels in the organization's hierarchy, the more
opportunities there are for filtering. But some filtering will occur wherever there are status
differences.
LO: 8
85) In high-context cultures, enforceable contracts tend to be in writing and precisely worded.
Answer: FALSE
official status, place in society, and reputation carry considerable weight. What is not said may be
more significant than what is said.
LO: 9
40
Mary telephones her employee, Joe, to let him know that today's meeting has been moved to one
o'clock.
86) In the communication process, Mary is ________.

A) the sender
Objective: Sender
LO: 2
87) The telephone is the ________.

A) sender
B) receiver
C) medium
D) message
E) decoder
Answer: C
Explanation: The channel is the medium through which the message travels. The sender selects
it, determining whether to use a formal or informal channel.
Objective: Channel
LO: 2
88) Joe misses the one o'clock meeting because he misunderstood which meeting Mary was
referring to. Joe forgot to ask Mary to clarify which meeting she meant. Joe's misunderstanding
therefore occurred due to a lack of ________.
A) encoding
B) decoding
C) noise
D) feedback
E) channel
Answer: D
Explanation: Feedback is the check on how successful we have been in transferring our messages
as originally intended. It determines whether understanding has been achieved.
Objective: Feedback
LO: 2
41
Harriet has been assigned the task of setting up work teams for a complex software development
project. Each team has different work requirements. Harriet must choose the best structure for
each team, based on its specific requirements.
89) Team A must operate very quickly to meet stringent deadlines. The quality of the final
project depends highly on Team A's output, so Team A must also work very accurately. Which of
the following network structures should Harriet choose for this team?
A) chain
B) wheel
C) grapevine
D) informal
E) all-channel
Answer: B
Explanation: The wheel rates highest of effectiveness in speed, emergence of leaders, and
accuracy. However, it rates low on membership satisfaction. It is the best choice for Harriet as
she needs accuracy and speed to meet her deadline.
LO: 5
90) Harriet has been charged with the task of evaluating two employees for possible promotions.
She is interested in learning which employee has the most effective leadership skills. One of the
employees is assigned to Team B, and the other is assigned to Team C. Which network structure
should Harriet choose for these teams if she wishes to place the two employees in clear
leadership positions on the teams?
A) wheel
B) chain
C) concentric
D) all-channel
E) diverse
Answer: A
leader.
LO: 5
42
91) After establishing Team D in a wheel network structure, Harriet receives negative feedback
from members of the team. Many team members express frustration about working in the group,
and most dislike the interpersonal style of the team leader. Which of the following strategies
would most likely help to improve the team members' morale?
A) Leaving the team as a wheel network and encouraging team members to share the leadership
responsibility.
B) Restructuring the group as a chain network and replacing the leader with another group
member.
C) Leaving the team leader in place and restructuring the group as a chain network.
D) Transferring the team leader to another group and restructuring the group as an all-channel
network.
E) Leaving the team as a wheel network and replacing the team leader with another group
member.
Answer: D
each other. It rates highest for member satisfaction. If Harriet is worried about member
satisfaction, she should change the group to all-channel, in which all group members are free to
contribute and no one person takes on a leadership role.
LO: 5
43
Zeus Industries sells satellite television systems. In the past, the company has been highly
successful, and the senior management has created special perks and lavish offices for
themselves. Other employees do not have access to these perks, and their facilities are
nondescript.
Recently, the company invested heavily in one of the many new technologies available.
Employees tell senior management that this investment was the right choice, but sales keep
decreasing. Some sales employees have also given incorrect information to suppliers, even
though the company has held numerous intensive training sessions to keep sales personnel
apprised of changes in the industry. The company has also received low customer service ratings
from recent consumer surveys. These surveys indicate that customers are frustrated with the
specialized technical knowledge necessary to operate their satellite systems.
92) Which of the following best characterizes the communication problem occurring between
employees and senior management?
A) filtering
B) sabotage
C) communication apprehension
D) overload
E) selective perception
Answer: A
filtering information. In this example the company is filtering the information that reaches
management.
LO: 8
44
93) The mistakes committed by the sales staff suggest that sales personnel are probably
experiencing which of the following as a result of their intensive training?
A) filtering
B) lack of feedback
C) information overload
D) defensiveness
E) selective perception
Answer: C
Explanation: When the information we have to work with exceeds our processing capacity, the
result is information overload. We've seen that dealing with it has become a huge challenge for
individuals and for organizations. The sales team is choosing to select, ignore, pass over, or
forget information.
Objective: Information Overload
LO: 8
Brenda is a new employee orientation trainer for a global corporation with subsidiaries all over
the world. She needs to convey information to new employees that will help them understand the
importance of communicating across cultures.
94) Brenda explains to new employees that ________ cultures, like China and Vietnam, rely
heavily on nonverbal cues.
A) low-content
B) high-content
C) neutral-content
D) low-context
E) high-context
Answer: E
official status, place in society, and reputation carry considerable weight. What is not said may be
more significant than what is said.
Topic: Application of Cultural Context
LO: 9
45
95) Brenda should advise new employees to do which of the following when dealing with others
from different cultures?
A) Remember that individuals are similar in many ways.
B) Avoid interpreting another's actions until you know the full story.
C) Act decisively and quickly to demonstrate your power.
D) Minimize opportunities for feedback.
E) Do your best to avoid conflict.
Answer: B
Explanation: Interpreting or evaluating what someone has said or done draws more on your own
culture and background than on the observed situation. So delay judgment until you've had
sufficient time to observe and interpret the situation from the differing perspectives of all
concerned.
Topic: Application of Cultural Context
Objective: Interpretations
LO: 9
96) What are the four functions of communication?

Answer: Communication serves four major functions within a group or organization: control,
motivation, emotional expression, and information.
a) Communication acts to control member behavior in several ways.
b) Communication fosters motivation by clarifying to employees what is to be done, how well
they are doing, and what can be done to improve performance if it's sub par.
c) For many employees, their work group is a primary source for social interaction.
d) Finally, communication facilitates decision making by providing information.
Quest. Category: Critical Thinking
LO: 1
46
97) Apply the steps in the communication process model to the emotional expression function of
communication and to the information function. Specify where in the process model the
communication would differ and what channel, formal or informal, is most likely to be used with
each function.
Answer: The seven parts of the communication process are the source, encoding, the message,
the channel, decoding, the receiver, and feedback. The source initiates a message by encoding a
thought. The message is the actual physical product from the source encoding. The channel is the
medium through which the message travels. The receiver is the object to whom the message is
directed. The symbols must be translated into a form that can be understood by the receiver. This
is the decoding. The final link is a feedback loop.
Communication can provide for the emotional expression of feelings and fulfillment of social
needs. This is the emotional expression function. It would most likely be used through informal
channels of communication. Emotional expression is often face-to-face from sender to receiver,
but can also be sent in written encoding. There is often immediate feedback with emotional
expression.
The function of communication to facilitate decision making in which communication provides

the information individuals and groups need to make decisions by transmitting the data to
identify and evaluate alternative choices is called the information function. This can be
transmitted through formal or informal channels, but in organizational communication is often
sent through formal channels to ensure receipt and feedback. Information is often sent in written
encoding, but can be relayed face-to-face. Feedback is usually sent through formal channels as
well.
Topic: Function and Process of Communication
Quest. Category: Synthesis
LO: 1, 2
47
98) Explain and provide a workplace example for each of the following communication
situations: oral communication in downward flowing direction; written communication in
upward flowing direction; and non-verbal communication in lateral flowing direction.
Answer: Communication that flows from one level of a group or organization to a lower level is
downward communication. It's used by group leaders and managers communicating with
employees to assign goals, provide job instructions, explain policies and procedures, point out
problems that need attention, and offer feedback about performance. Speeches, formal one-on-
one and group discussions, and the informal rumor mill or grapevine are popular forms of oral
communication. When a sales manager holds a sales meeting to explain new products or to
motivate the team he is using downward flowing oral communication.
Upward communication flows to a higher level in the group or organization. It's used to provide
feedback to higher-ups, inform them of progress toward goals, and relay current problems.
Upward communication keeps managers aware of how employees feel about their jobs, co-
workers, and the organization in general. Managers also rely on upward communication for ideas
on how conditions can be improved. Written communications include memos, letters, fax
transmissions, e-mail, instant messaging, organizational periodicals, notices placed on bulletin
boards (including electronic ones), and any other device that transmits via written words or
symbols. A monthly status report from a project manager sent to his department director is an
example of upward flowing written communication.
When communication takes place among members of the same work group, members of work
groups at the same level, managers at the same level or any other horizontally equivalent
workers, we describe it as lateral communication. Horizontal communication saves time and
facilitates coordination. Nonverbal communication includes body movements, the intonations or
emphasis we give to words, facial expressions, and the physical distance between the sender and
receiver. When two programmers confer on the best way to crack a code for a common project,
they are engaging in oral lateral communication. If one of them shows a puzzled face, or raises
an eyebrow at the other's suggestion that is an example of non-verbal lateral communication.
Topic: Communication Flow and Types
Objective: Direction of Communication
LO: 3, 4
48
99) Explain how the grapevine functions and why it exists in organizational communication.
Describe the general direction of communication and the form of communication most
commonly used in the grapevine. What can a manager do to limit the negative effects of the
grapevine?
Answer: The informal communication system is the grapevine. While it is informal it is still an
important source of information. A survey found that 75 percent of employees hear about matters
first through rumors on the grapevine. The grapevine has three main characteristics. First, it is
not controlled by management. Second, most employees perceive it as more believable and
reliable than formal communiqués issued by top management. Finally, it is largely used to serve
the interests of the people within it.
Rumors emerge as a response to situations that are important to us, when there is ambiguity, and
under conditions that arouse anxiety. The fact that work situations frequently contain these three
elements explains why rumors flourish in organizations. The secrecy and competition that
typically prevail in large organizations, encourage and sustain rumors on the grapevine. A rumor
will persist either until the wants and expectations creating the uncertainty are fulfilled or the
anxiety has been reduced.
The grapevine generally follows lateral communication in which persons from the same
hierarchical levels begin to relay messages. Very rarely does management participate in the
grapevine. In fact, one study reported that management only relayed messages to the grapevine
ten percent of the time. Generally oral communication is used to relay grapevine information,
although written e-mail can be used as well, but is considered less safe for accountability
reasons.
Managers can not entirely eliminate rumors. What they should do is minimize the negative
consequences of rumors by limiting their range and impact. The best way to reduce the negative
consequences of rumors is to: 1) Provide information; 2) Explain actions and decisions that may
appear inconsistent, unfair, or secretive; 3) Refrain from shooting the messenger; and 4)
Maintain open communication channels.
Diff: 3 Page Ref: 344-349, 350-351
LO: 3, 4, 5
49
100) What is channel richness? Describe two forms of electronic communications and evaluate
their channel richness levels.
Answer: Channels differ in their capacity to convey information. Some are rich in that they can
(1) handle multiple cues simultaneously, (2) facilitate rapid feedback, and (3) be very personal.
Others are lean in that they score low on these factors. Face-to-face conversation scores highest
in channel richness because it transmits the most information per communication episode;
multiple information cues (words, postures, facial expressions, gestures, intonations), immediate
feedback (both verbal and nonverbal), and the personal touch of being present. Impersonal
written media such as formal reports and bulletins rate lowest in richness.
Electronic communication varies in channel richness. Video conferences, for example rate almost
as high as face-to-face communication. Video conferencing permits employees in an organization
to have meetings with people at different locations. Live audio and video images of members
allow them to see, hear, and talk with each other. Video conferencing technology, in effect,
allows employees to conduct interactive meetings without the necessity of being physically in
the same location.
E-mail is lean in richness. E-mail uses the Internet to transmit and receive computer-generated
text and documents. E-mail messages can be quickly written, edited, and stored. However, there
is no feedback, they are often misinterpreted, and information is one-sided.
Topic: Electronic Communication and Channel Richness
LO: 6, 7
50
101) How are non-verbal communication and silence different?
Answer: Nonverbal communication includes body movements, the intonations or emphasis a
person gives to words, facial expressions, and the physical distance between the sender and
receiver. People act out their states of being with nonverbal body language. The two most
important messages body language conveys are (1) the extent to which we like another and are
interested in his or her views and (2) the perceived status between a sender and receiver. Body
language adds to, and often complicates, verbal communication. A body position or movement
does not by itself have a precise or universal meaning, but when it is linked with spoken
language, it gives fuller meaning to a sender's message. It's important to be alert to these
nonverbal aspects of communication and look for nonverbal cues as well as the literal meaning
of a sender's words, being aware of contradictions between the messages.
Silence, on the other hand, is a complete lack of communication. It is defined by the absence of
information. Employee silence means managers lack information about ongoing operational
problems. And silence regarding discrimination, harassment, corruption, and misconduct means
top management cannot take action to eliminate this behavior. Finally, employees who are silent
about important issues may also experience psychological stress. Silence is less likely where
minority opinions are treated with respect, workgroup identification is high, and high procedural
justice prevails. Managers must make sure they behave in a supportive manner when employees
voice divergent opinions or express concerns, and they must take these concerns under
advisement. One act of ignoring or belittling an employee for expressing concerns may well lead
the employee to withhold important future communication.
Diff: 2 Page Ref: 348, 360
Objective: Silence
LO: 4, 8
51
102) What are the differences gender can create in oral communication and the barriers that may
result?
Answer: Men use talk to emphasize status, while women use it to create connection. Women
speak and hear a language of connection and intimacy; men speak and hear a language of status,
power, and independence. So, for many men, conversations are a means to preserve
independence and maintain status in a hierarchical social order. For many women, conversations
are negotiations for closeness in which people try to seek and give confirmation and support.
Men frequently complain that women talk on and on about their problems. Women criticize men
for not listening. What's happening is that when men hear a problem, they assert their desire for
independence and control by offering solutions. Many women, on the other hand, view telling a
problem as a means to promote closeness and gain support and connection, not to get advice.
Mutual understanding is symmetrical. But giving advice is asymmetrical; it sets up the advice
giver as more knowledgeable, more reasonable, and more in control. This contributes to
distancing men and women in their efforts to communicate.
Objective: Gender Differences
LO: 8
103) What are the three basic methods of interpersonal communication?

Answer: The three basic methods of interpersonal communication are oral, written, and
nonverbal communication.
a) The chief means of conveying messages is oral communication. Speeches, formal one-on-one
and group discussions, and the informal rumor mill or grapevine are popular forms of oral
communication.
b) Written communications include memos, letters, electronic mail, fax transmissions,
organizational periodicals, notices placed on bulletin boards, or any other device that is
transmitted via written words or symbols.
c) Nonverbal communications includes body movements, the intonations or emphasis we give to
words, facial expressions, and the physical distance between the sender and receiver.
Objective: Interpersonal Communication
LO: 4
52
104) Discuss the three common small group networks. Evaluate each on their effectiveness. Is
there any one best network?
Answer:
a) The chain rigidly follows the formal chain of command. This network approximates the
communication channels you might find in a rigid three-level organization. The chain is best if
accuracy is most important.
b) The wheel relies on a central figure to act as the conduit for all of the group's communication.
It stimulates the communication network you would find on a team with a strong leader. The
structure of the wheel facilitates the emergence of a leader.
c) The all-channel network is most often characterized in practice by self-managed teams, in
which all group members are free to contribute and no one person takes on a leadership role. The
all-channel network is best if you are concerned with having high member satisfaction.
No single network will be best for all occasions.
Objective: Small Group Communication Networks
LO: 5
105) What are the benefits and drawbacks of e-mail?

Answer: E-mail messages can be quickly written, edited, and stored. They can be distributed to
one person or thousands with a click of a mouse. They can be read, in their entirety, at the
convenience of the recipient. And the cost of sending formal e-mail messages to employees is a
fraction of what it would cost to print, duplicate, and distribute a comparable letter or brochure.
Information overload is a drawback. It's not unusual for employees to get a hundred or more e-
mails a day. Reading, absorbing, and responding to such an inflow can literally consume an
employee's entire day. In essence, e-mail's ease of use has become its biggest negative.
Employees are finding it increasingly difficult to distinguish important e-mails from junk mail
and irrelevant messages. Another drawback of e-mails is that they lack emotional content. The
nonverbal cues don't come across in e-mail. They can be cold and impersonal. As such, it's not
the ideal means to convey information like layoffs, plant closings, or other messages that might
evoke emotional responses and require empathy or social support.
Objective: E-mail
LO: 6
53
106) List and explain four of the barriers to effective communication.
Answer:
a) Filtering refers to a sender's purposely manipulating information so it will be seen more
favorably by the receiver.
b) Selective perception occurs when receivers process communication selectively to see and hear
based on their needs, motivations, experience, background, and other personal characteristics.
c) When the information we have to work with exceeds our processing capacity, the result is
information overload.
d) How the receiver feels at the time of receipt of a communication message will influence how
he or she interprets it.
e) Words mean different things to different people. Age, education, and cultural background are
three of the most obvious variables that influence the language a person uses and the definitions
he or she gives to words.
f) Gender differences can be a barrier to effective communication. Research shows that men
tend to use talk to emphasize status, whereas women tend to use it to create connections.
g) Politically correct communication can complicate our vocabulary making it more difficult for
people to communicate.
LO: 8
107) Discuss four ways to reduce misinterpretations when communicating with people from a
different culture.
Answer: The following four rules can be helpful when communicating with people from
different cultures.
a) Assume differences until similarity is proven. You are less likely to make an error if you
assume others are different from you rather than assuming similarity until differences are proven.
b) Emphasize description rather than interpretation or evaluation. Delay judgment until you've
had sufficient time to observe and interpret the situations from the differing perspectives of all
the cultures involved.
c) Practice empathy. Before sending a message, put yourself in the recipient's shoes.
d) Treat your interpretations as a working hypothesis. Recognize that you need further testing of
your hypothesis. Carefully assess the feedback provided by recipients to see if it confirms your
hypothesis.
Objective: Cultural Guide
LO: 9
54
108) Describe the communication process. Include the communication process model and
explain the eight parts of this model.
Answer: Before communication can take place, a purpose, expressed as a message to be
conveyed, is needed. It passes between a sender and a receiver. The message is encoded
(converted to a symbolic form) and passed by way of some medium (channel) to the receiver,
who retranslates (decodes) the message initiated by the sender. The result is a transfer of
meaning from one person to another.
The key parts of the communication process are the sender, encoding, the message, the channel,
decoding, the receiver, noise, and feedback. The source initiates a message by encoding a
thought. The message is the actual physical product from the source encoding. The channel is the
medium through which the message travels. The receiver is the object to whom the message is
directed. The symbols must be translated into a form that can be understood by the receiver. This
is the decoding. Noise represents communication barriers that distort the clarity of the message.
The final link is a feedback loop.
LO: 2
55
109) Contrast the advantages and disadvantages of oral versus written communication.
Answer: The advantages of oral communication are speed and feedback. A verbal message can
be conveyed and a response received in a minimal amount of time. If the receiver is unsure of the
message, rapid feedback allows for early detection by the sender and, hence, allows for early
correction.
The major disadvantage of oral communication surfaces in organizations or whenever the

message has to be passed through a number of people. The more people a message must pass
through, the greater the potential distortion. The message's content, when it reaches its
destination, is often very different from that of the original. In an organization where decisions
and other communiqués are verbally passed up and down the authority hierarchy, there are
considerable opportunities for messages to become distorted.
The advantages of written communications include that they are often tangible and verifiable.
When printed, both the sender and receiver have a record of the communication and the message
can be stored for an indefinite period. If there are questions concerning the content of the
message, it is physically available for later reference. This feature is particularly important for
complex and lengthy communications. A final benefit of all written communication comes from
the process itself. You're usually more careful with the written word than the oral word. You're
forced to think more thoroughly about what you want to convey in a written message than in a
spoken one. Thus, written communications are more likely to be well thought out, logical, and
clear.
Written messages also have their drawbacks. They're time consuming. So, although writing may
be more precise, it also consumes a great deal of time. The other major disadvantage is feedback,
or lack of it. Oral communication allows the receiver to respond rapidly to what he thinks he
hears. Written communication, however, does not have a built-in feedback mechanism. The
result is that the mailing of a memo is no assurance it has been received, and, if received, there is
no guarantee the recipient will interpret it as the sender intended. The latter point is also relevant
in oral communiqués, except it's easy in such cases merely to ask the receiver to summarize what
you've said. An accurate summary presents feedback evidence that the message has been
received and understood.
Objective: Oral Communication and Written Communication
LO: 4
56
110) Describe and discuss specific problems related to cross-cultural communication. Include
cultural barriers and cultural context.
Answer: There are four specific problems related to language difficulties in cross-cultural
communications. They include: barriers caused by semantics; barriers caused by word
connotations; barriers caused by tone differences; and barriers caused by differences among
perceptions.
Cultures tend to differ in the importance to which context influences the meaning that individuals
take from what is actually said or written versus who the other person is. High-context cultures
rely heavily on nonverbal and subtle situational cues when communicating with others. What is
not said may be more significant than what is said. A person's official status, place in society, and
reputation carry considerable weight in communications. People in low-context cultures rely
essentially on words to convey meaning. Body language or formal titles are secondary to spoken
and written words.
Skill: AACSB: Communication; Analytic Skills; Multicultural and Diversity
Objective: Cultural Barriers and Cultural Context
LO: 9
57

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Organizational Behavior, 14e (Robbins/Judge)

8) Which function of communication transmits the data necessary for decision-making?

14) Formal channels traditionally follow the ________ within an organization.

18) The communication used by managers to provide job instructions is ________

22) When engaging in upward communication an employee should not ________.

28) Which of the following is not a characteristic of nonverbal communication?

36) An informal communication network is typically called a ________.

42) With regard to the grapevine, a manager should try to ________.

44) Electronic communication includes all of the following except ________.

46) Which of the following is not a benefit of e-mail as a communications tool?

48) What form of electronic communications is in "real" time?

50) Facebook and MySpace are examples of what?

51) Which electronic communications tool is updated daily?

55) Which of the following channels of communication is lowest in richness?

63) Which of the following is not a result of silence as a communication barrier?

76) In the communication process, decoding should precede encoding.

78) The advantages of oral communication are precision and tangibility.

86) In the communication process, Mary is ________.

87) The telephone is the ________.

96) What are the four functions of communication?

The function of communication to facilitate decision making in which communication provides

103) What are the three basic methods of interpersonal communication?

105) What are the benefits and drawbacks of e-mail?

The major disadvantage of oral communication surfaces in organizations or whenever the

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