CH 15

Question type: Multiple Choice
1) Managers need ________, which comes from who managers know and how well managers
relate to them, to get things done while working with other people.
a) social capital
b) intellectual capital
c) a high economic status
d) a high intelligence quotient
Answer: a
Bloomcode: Knowledge
Difficulty: Easy
Learning Objective 1: Understand the nature of communication and when it is effective.
Section Reference 1: Communication helps people build social capital.
Standard 1 : AACSB || Analytic
2) The process of sending and receiving symbols with meanings attached is called ________.
a) transmission
b) reception
c) communication
d) notification
Answer: c
Difficulty: Easy
Section Reference 1: Communication is a process of sending and receiving messages with
meanings attached.
3) The ________ element of the communication process conveys the receiver’s response back to
the sender.
a) noise
b) feedback
c) evaluation
d) interpretation
Answer: b
Difficulty: Easy
meanings attached.
4) ________ communication occurs when the receiver fully understands the intended meaning of
the message.
a) Efficient
b) Effective
c) Transactional
d) Transmission
Answer: b
Difficulty: Easy
Section Reference 1: Communication is effective when the receiver understands the sender’s
message.
5) Tom is trying to save money by having a telephonic conversation with an important customer
instead of flying in to talk to him directly. Tom is trading communication ________ for
communication ________.
a) effectiveness; richness
b) effectiveness; efficiency
c) efficiency; effectiveness
d) richness; noise
Answer: b
Bloomcode: Application
Difficulty: Medium
Section Reference 1: Communication is efficient when it is delivered at low cost to the sender.
Standard 1 : AACSB || Reflective Thinking
6) Effective communication occurs when ________.
a) a message is encoded and sent

b) a message gets delivered to the receiver
c) the receiver fully understands the sender’s intended message
d) the receiver responds back to the sender
Answer: c
Difficulty: Easy
messages.
7) ________ gets someone else to accept, support, and act consistently with the sender’s
message.
a) Feedback
b) Persuasive communication
c) Transactional communication
d) Reception
Answer: b
Difficulty: Easy
Section Reference 1: Communication is persuasive when the receiver acts as the sender intends.
8) ________ occurs when the cost of the communication is minimal.
a) Efficient communication
b) Effective communication
c) Transactional communication
d) Transmission communication
Answer: a
Difficulty: Easy
Section Reference 1: Communication is efficient when it is delivered at a low cost to the sender.
9) ________ earns trust, respect, and integrity in the eyes of others.
a) Efficient communication
b) Nonverbal communication
c) Credible communication
d) Filtered communication
Answer: c
Difficulty: Easy
10) In the communication process, poor choice of communication channels, poor written or oral
expression, and failure to recognize nonverbal signals are examples of ________.
a) noise
b) static
c) feedback
d) mixed messaging
Answer: a
Bloomcode: Comprehension
Difficulty: Easy
Learning Objective 1: Identify the major barriers to effective communication.
Section Reference 1: Poor use of channels makes it hard to communicate effectively.
11) As the leader of a research project, Tim plans to communicate the project details with his
team members. He writes a mail to each member in order to brief them about the project and
explain their roles and responsibilities. Tim is in the ________ stage of the communication
process.
a) encoding
b) transmission
c) decoding
d) feedback
Answer: a
Difficulty: Medium
meanings attached.
12) ________ presents a message in a manner that causes others to accept and support it.
a) Noise
b) Persuasive communication
c) Informative communication
d) Feedback
Answer: b
Difficulty: Easy
13) Wireless transmission is a form of communication ________.
a) barrier
b) feedback
c) channel
d) filter
Answer: c
Difficulty: Easy
14) A ________ is the pathway used to carry a message.
a) communication flow
b) communication channel
c) communication reception
d) communication protocol
Answer: b
Difficulty: Easy
15) Anything that interferes with the effectiveness of a communication process is called
________.
a) interference
b) disruption
c) noise
d) confusion
Answer: c
Difficulty: Easy
16) Information filtering and physical distractions are examples of ________ in the
communication process.
a) chaos
b) encoding
c) reception
d) noise
Answer: d
Difficulty: Easy
17) The capacity of a communication channel to effectively carry information is called

________.
a) channel richness
b) proxemics
c) transmission quality
d) interactive capacity
Answer: a
Difficulty: Easy
18) A communication channel that is capable of carrying enough information to assure good
personal two-way communication is said to have ________.
a) no noise
b) a high channel richness
c) enough adaptability
d) an open channel
Answer: b
Difficulty: Easy
19) Which of the following forms of communication provides the highest quality and quantity of
information?
a) Telephone
b) E-mail
c) Face-to-face
d) Television
Answer: c
Difficulty: Easy
20) Which of the following communication channels works best when we need immediate
feedback?
a) E-mail
b) Text messages
c) Web sites
d) Face-to-face
Answer: d
Difficulty: Easy
21) Which of the following forms of communication provides the lowest quality and quantity of
information?
a) Telephone
b) E-mail
c) Face-to-face
d) Postings on bulletin boards
Answer: d
Difficulty: Easy
22) Which of the following communication channels is an example of an impersonal, one-way

interaction with limited opportunity for feedback?
a) E-mails
b) Face-to-face
c) Telephone calls
d) Video-conferencing
Answer: a
Difficulty: Easy
Standard 1 : AACSB || Technology
23) Which of the following communication channels has the highest channel richness?
a) A memo
b) A face-to-face interaction
c) A voice-mail
d) A Web site
Answer: b
Difficulty: Easy
24) Communication through gestures and body language is called ________ communication.
a) alternate
b) nonverbal
c) silent
d) poor
Answer: b
Difficulty: Easy
Section Reference 1: Failure to spot nonverbal signals makes it hard to communicate effectively.
25) Which of the following is NOT an example of nonverbal communication?
a) Hand movements
b) Facial expressions
c) Eye contact
d) Written memo
Answer: d
Difficulty: Easy
26) A(n) ________ results when a person’s words communicate one thing while his or her
nonverbal actions communicate something else.
a) effective communication
b) clear message
c) mixed message
d) nonverbal communication
Answer: c
Difficulty: Easy
27) If Susan intentionally distorts information in order to make it appear more favorable to her
boss, she is engaging in ________.
a) channel enriching
b) information filtering
c) noise creation
d) active screening
Answer: b
Difficulty: Medium
Section Reference 1: Information filtering makes it hard to communicate effectively.
28) ________ causes information filtering.
a) Channel richness
b) Channel noise
c) Status difference
d) Active listening
Answer: c
Difficulty: Easy
29) Jerry is the production manager at Good Cookies LLC. He regularly keeps the negative
numbers in the monthly reports from his boss in order to match his boss’s expectation. Jerry is
guilty of ________.
a) information filtering
b) mixed messaging
c) active listening
d) downward manipulation
Answer: a
Difficulty: Medium
30) ________ is the process of taking action to help others say what they really mean.
a) Verbal support
b) Feedback
c) Active listening
d) Filtering
Answer: c
Difficulty: Easy
Learning Objective 1: Discuss ways to improve communication with people at work.
Section Reference 1: Active listening helps people say what they really mean.
31) ________ involves being disciplined, controlling one’s emotions, and withholding premature
evaluations that turn off another party’s willingness to communicate.
a) Active listening
b) Verbal support
c) Feedback
d) Filtering
Answer: a
Difficulty: Easy
32) Which of the following is NOT one of the five rules of active listening?
a) Respond to feelings
b) Listen for feelings
c) Focus only on the nonverbal cues
d) Listen for message content
Answer: c
Difficulty: Easy
33) In addition to listening to the words that someone is saying, it is also important to ________.
a) discourage emotional outbursts

b) judge their intentions
c) take note of all the nonverbal cues
d) dismiss their feelings
Answer: c
Difficulty: Easy
34) ________ is the process of telling someone else how you feel about something that person
said or did.
a) Active listening
b) Interpretation
c) Noise
d) Feedback
Answer: d
Difficulty: Easy
Section Reference 1: Constructive feedback is specific, timely, and relevant.
35) While giving feedback, one should avoid ________.
a) being specific
b) worrying about timing
c) being threatening
d) having valid comments
Answer: c
Difficulty: Easy
36) Which of the following should NOT be done when giving constructive feedback?
a) Being direct
b) Keeping the feedback general rather than specific
c) Giving feedback at a time when the receiver seems most willing
d) Being specific
Answer: b
Difficulty: Easy
37) ________ involves being honest and openly sharing accurate and complete information.
a) Corporate communication
b) Communication transparency
c) Glass door communication
d) Active listening
Answer: b
Difficulty: Easy
Section Reference 1: Transparency and openness ensure that accurate and timely information is
shared.
38) In a(n) ________, managers provide employees with essential financial information about
their employers.
a) corporate communication
b) open-book management
c) autocratic management
d) active listening
Answer: b
Difficulty: Easy
shared.
39) Which of the following is a characteristic of open-book management?
a) Secrecy
b) Unaccountability
c) Obscurity
d) Transparency
Answer: d
Difficulty: Easy
shared.
40) At Trapp Inc., a private investment firm, employees are provided with essential financial
information about the firm. If employees want to know what others are making at the firm, all
they need to do is ask the chief financial officer. This is an example of _______.
a) open-book management
b) corporate literacy
c) social capital communication
d) active listening
Answer: a
Difficulty: Medium
shared.
41) Johnny wants to learn about the ways people use and communicate with space. He should
study ________.
a) information technology
b) channel richness
c) space technology
d) proxemics
Answer: d
Difficulty: Medium
Section Reference 1: Office spaces can be designated for interaction and communication.
42) The tendency to consider one’s culture superior to any and all others is called ________.
a) culturalism
b) cultural etiquette
c) ethnocentrism
d) bad manners
Answer: c
Difficulty: Easy
Section Reference 1: Sensitivity and etiquette can improve cross-cultural communication.
43) ________ is the use of appropriate manners and behaviors in cross-cultural situations.
a) Ethnocentrism
b) Racism
c) Cultural etiquette
d) Business etiquette
Answer: c
Difficulty: Easy
44) James attends a class on cross-cultural business management where he learns about the use
of appropriate manners and behaviors in cross-cultural situations. In this case, James has learnt
about ________.
a) ethnocentricity
b) positive feedback
c) cultural etiquette
d) active listening
Answer: c
Difficulty: Medium
45) Jessica is on a business trip to Japan. She purposely avoids prolonged eye contact with her
Japanese hosts because she knows that the Japanese are uncomfortable with it. In this scenario,
Jessica is practicing ________.
a) ethnocentricity
b) positive feedback
c) cultural etiquette
d) cultural globalization
Answer: c
Difficulty: Medium
46) ________ communication earns trust, respect, and integrity in the eyes of others.
a) Good
b) Credible
c) Effortless
d) Efficient
Answer: b
Difficulty: Easy
47) The ability to inspirationally persuade and motivate others is known as ________.
a) credibility
b) leadership
c) inspiring
d) charisma
Answer: d
Difficulty: Easy
48) ________ leadership tactics are communication techniques people use to make themselves
more “leader like” and be perceived by others as influential and trustworthy.
a) Persuasive
b) Credible
c) Effective
d) Charismatic
Answer: d
Difficulty: Easy
49) All of the following are essential ingredients of successful presentation EXCEPT:
a) Being professional
b) Adding the right amount of polish
c) Relying on real-time Web-site visits
d) Supporting your points
Answer: c
Difficulty: Easy
Section Reference 1: Poor written or oral expression makes it hard to communicate effectively.
50) Communication can be hindered by all of the following EXCEPT:
a) Poor use of channels

b) Poor written or oral skills
c) Spotting nonverbal signs
d) Status differences
Answer: c
Difficulty: Easy
Question type: True/False
51) The ability to inspirationally persuade and motivate others is known as persuasion.
Answer: False
Difficulty: Easy
52) Credible leadership tactics are communication techniques people use to make themselves
more “leader like” and be perceived by others as influential and trustworthy.
Answer: False
Difficulty: Easy
53) In communication theory, noise is anything that interferes with the communication process.
Answer: True
Difficulty: Easy
54) Channel richness is determined by the efficiency of the communication channel.
Answer: False
Difficulty: Easy
55) Information filtering helps ensure that only the relevant messages get to management.
Answer: False
Difficulty: Easy
56) Active listening requires that the person listening pay close attention and remain quiet.
Answer: False
Difficulty: Easy
57) Any feedback, so long as it bears good intentions, will improve behaviors.
Answer: False
Difficulty: Easy
58) The way an office is laid out can actually impact the communication process.
Answer: True
Difficulty: Easy
Section Reference 1: Office spaces can be designed for interaction and communication.
59) The tendency to consider one’s culture superior to others is call racism.
Answer: False
Difficulty: Easy
60) To be successful in cross-cultural communication, you have to be sensitive to others and

willing to learn how others see things.
Answer: True
Difficulty: Easy
Question type: Text Entry
61) ___ is the capacity to attract support and help from others in order to get things done.
Answer: Social capital
Difficulty: Easy
Section Reference 1: Communication helps people build social capital.
62) ___ is the interpersonal process of sending and receiving symbols with meanings attached to
them.
Answer: Communication
Difficulty: Easy
meanings attached.
63) A(n) ___ is the pathway used to carry a message.
Answer: communication channel
Difficulty: Easy
64) ___ communication occurs when the resources expended are kept to a minimum.
Answer: Efficient
Difficulty: Easy
65) ___ is the capacity of a communication channel to effectively carry information.
Answer: Channel richness
Difficulty: Easy
66) The intentional distortion of information to make it appear favorable to the recipient is called
___.
Answer: information filtering
Difficulty: Easy
67) ___ is the process of telling other people how you feel about something they did, said, or
about the situation in general.
Answer: Feedback
Difficulty: Easy
68) ___ involves being honest and openly sharing accurate and complete information.
Answer: Communication transparency
Difficulty: Easy
shared.
69) The study of the way we use and communicate with space is called ___.
Answer: proxemics
Difficulty: Easy
70) ___ is the tendency to consider one’s own culture superior to any and all others.
Answer: Ethnocentrism
Difficulty: Easy
71) The use of appropriate manners, language, and behaviors when communicating with people
from other cultures is called ___.
Answer: cultural etiquette
Difficulty: Easy
72) ___ is ability to inspirationally persuade and motivate others.
Answer: Charisma
Difficulty: Easy
73) Communication techniques people use to make themselves more “leader like” and be
perceived by others as influential and trustworthy are called ___.
Answer: credible leadership tactics
Difficulty: Easy
Question type: Essay
74) Explain the trade-off involved between effective and efficient communication.
Answer:
Difficulty: Easy
messages.
Solution: Effective communication occurs when the receiver fully understands the sender’s
intended message. In other words, the intended meaning matches the received meaning. Efficient
communication, on the other hand, occurs at minimum cost in terms of resources expended. A
low-cost approach such as a text message may save time, but it may not result in the other party
getting the real intended meaning. By the same token, an effective communication may not
always be efficient. In these and other ways, potential give and take between effectiveness and
efficiency must be recognized in communication which often become very influential in how we
choose to communicate.
75) What is meant by noise in the communication process? Name some common sources of
noise that can interfere with effective communication.
Answer:
Difficulty: Easy
Solution: Noise is anything that interferes with the effectiveness of communication. Common
sources of noise include poor choice of communication channels, poor written or oral expression,
failures to recognize nonverbal signals, information filtering, and physical distractions.
76) Describe the communication process.
Answer:
Difficulty: Easy
meanings attached.
Solution: Communication is an interpersonal process of sending and receiving symbols with
messages attached to them. A sender encodes an intended message into meaningful symbols,
both verbal and nonverbal. He or she sends the message through a communication channel to a
receiver, who then decodes or interprets its meaning. This interpretation may or may not match
the sender’s original intentions. When present, feedback reverses the process and conveys the
receiver’s response back to the sender. Throughout the process, noise may cause the quality of
communication to be reduced.
77) What is information filtering? How does it affect effective communication in an

organization?
Answer:
Difficulty: Easy
Solution: Information filtering is the intentional distortion of information to make it more
favorable to the recipient. The risk of ineffective communication through information filtering is
high when people are communicating upward in organizations because people tend to tell the
boss only what they think he or she wants to hear. Whether the reason is career protection, fear
of retribution for bringing bad news, unwillingness to identify personal mistakes, or just a
general desire to please, the end result is the same. The higher level gets biased and inaccurate
information from below and ends up making bad decisions. It is a continuing challenge for
managers to fight this problem, and the larger the organization the bigger the problem seems to
get.
78) What is proxemics and why is it important?
Answer:
Bloomcode: Evaluation
Difficulty: Hard
Solution: Proxemics is the study of the way we use and communicate with space. The physical
distance between people conveys varying intentions in terms of intimacy, openness, and status as
they communicate with one another. In the same way, the physical layout of work and leisure
spaces also sends out nonverbal signals to others about levels of connectedness sought in the
workplace. Proxemics is important because the way we use space can have a very strong
influence on our ability to communicate effectively. It can either help or hinder communication.

CH 15

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Question type: Multiple Choice

6) Effective communication occurs when ________.

a) a message is encoded and sent

8) ________ occurs when the cost of the communication is minimal.

9) ________ earns trust, respect, and integrity in the eyes of others.

13) Wireless transmission is a form of communication ________.

14) A ________ is the pathway used to carry a message.

17) The capacity of a communication channel to effectively carry information is called

22) Which of the following communication channels is an example of an impersonal, one-way

25) Which of the following is NOT an example of nonverbal communication?

28) ________ causes information filtering.

a) discourage emotional outbursts

39) Which of the following is a characteristic of open-book management?

50) Communication can be hindered by all of the following EXCEPT:

a) Poor use of channels

Question type: True/False

54) Channel richness is determined by the efficiency of the communication channel.

60) To be successful in cross-cultural communication, you have to be sensitive to others and

Answer: Social capital

63) A(n) ___ is the pathway used to carry a message.

Answer: communication channel

Answer: Channel richness

Answer: information filtering

Answer: Communication transparency

Answer: cultural etiquette

72) ___ is ability to inspirationally persuade and motivate others.

Question type: Essay

77) What is information filtering? How does it affect effective communication in an

78) What is proxemics and why is it important?

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