Chapter 14 Interpersonal and Organizational Communication: Management, 14e, Global Edition (Robbins/Coulter)

Management, 14e, Global Edition (Robbins/Coulter)
Chapter 14 Interpersonal and Organizational Communication
1) For communication to be successful, meaning must be imparted and ________.

A) received by the other person
B) acknowledged by the receiver
C) feedback must be sent back to the sender
D) understood by the receiver
Answer: D
Diff: 3
AACSB: Reflective thinking; Written and oral communication
Learning Obj: LO 14.1: Define the nature and function of communication
Classification: Concept
2) Good communication occurs only when the recipient ________.

A) agrees with the sender's message
B) acknowledges the message
C) understands the speaker's meaning
D) makes eye contact with the speaker
Answer: C
Diff: 2
3) In which one of the following cases has communication occurred?

A) Gary updates his blog regularly, even though no one reads it.
B) Brian attends all the Algebra lectures, but is unable to understand the subject.
C) Jen has sent an urgent e-mail to her Japanese colleague, but a translator is not yet available.
D) Ana tells her manager that she needs a new computer, but he says that the company can't
afford it.
Answer: D
Diff: 2
AACSB: Application of knowledge; Written and oral communication
Classification: Application
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4) ________ consists of all the patterns, networks, and systems of communication within an
organization.
A) The grapevine
B) Interpersonal communication
C) Organizational communication
D) Formal communication
Answer: C
Diff: 2
5) George prepares a memorandum explaining the objectives of a newly created work team that
he is expected to manage, and makes sure it reaches each team member. He is involved in
________.
A) deciphering the message
B) organizational communication
C) lateral communication
D) decoding the message
Answer: B
Diff: 1
6) When a communication requires employees to follow their job description, or to comply with
company policies, communication is being used to ________.
A) control
B) motivate
C) provide a release for emotional expression
D) persuade
Answer: A
Diff: 1
2
7) Amber has called her work group together to assign tasks for the day. In this instance, Amber
is using communication to ________.
A) control behavior
B) provide feedback
C) express emotions
D) challenge her employees
Answer: A
Diff: 2
8) In which one of the following cases is communication used to control employee behavior?
A) Sandy tells Mitch that she's happy with the progress he's making.
B) Glenn lets Ann know that the deadline for her project has been postponed.
C) Jan informs Sara that she must follow the dress code at work.
D) Chris gives Jason tips on how to improve his performance.
Answer: C
Diff: 1
9) Alan has just given his subordinates a very difficult project. Now he is telling them he has
every confidence they will be successful. Alan is using communication to ________.
A) inspire
B) motivate
C) control
D) manipulate
Answer: B
Diff: 2
3
10) Pat is very happy with her team of 15 customer care representatives who've all been
consistently performing well. Customer feedback was impressive and Pat is planning to give
them good bonuses this time around. As a manager, Pat believes it is important to let her
subordinates know when she is happy with their work. She does so, and also calls a meeting to
discuss what they can do to improve further. Pat is using communication for ________.
A) decision making
B) negotiation
C) motivation
D) expressing emotion
Answer: C
Diff: 1
11) Bonnie has had a bad day. She is venting to her supervisor about her problems. Bonnie is
using communication to ________.
A) control behavior
B) motivate her supervisor to take action
C) express her emotions
D) inform her supervisor of her personal problems
Answer: C
Diff: 2
12) Brandon is telling his coworkers what he learned at the technical seminar he recently
attended. Brandon is using communication to ________.
A) negotiate
B) inform
C) regale
D) motivate
Answer: B
Diff: 2
13) Everything a manager does involves communicating.

Answer: TRUE
Diff: 2
4
14) If a manager clearly and articulately verbalizes instructions to a subordinate, communication
has taken place.
Answer: FALSE
Diff: 2
15) Good communication requires agreement with the message.

Answer: FALSE
Diff: 2
16) Communication can both inform the receiver and control behavior.
Answer: TRUE
Diff: 1
17) Formal communication can control behavior, but informal communication cannot.
Answer: FALSE
Diff: 1
5
18) Explain why communication is important to managers and organizations. What four
functions does it serve?
Answer: Communication serves four major functions: control, motivation, emotional
expression, and information. Communication acts to control employee behavior in several ways.
Organizations have authority hierarchies and formal guidelines that employees are expected to
follow. For instance, when employees are required to communicate any job-related grievance
first to their immediate manager, to follow their job description, or to comply with company
policies, communication is being used to control. But informal communication also controls
behavior. When work groups tease a member who's working too hard or producing too much
(making the rest of the group look bad), they're informally controlling the member's behavior.
Communication encourages motivation by clarifying to employees what is to be done, how well
they're doing, and what can be done to improve performance if it's not up to par. As employees
set specific goals, work toward those goals, and receive feedback on progress toward goals,
communication is required. For many employees, their work group is a primary source of social
interaction. The communication that takes place within the group is a fundamental mechanism by
which members share frustrations and feelings of satisfaction. Communication, therefore,
provides a release for emotional expression of feelings and for fulfillment of social needs.
Finally, individuals and groups need information to get things done in organizations.
Communication provides that information. None of these four functions is more important than
the others. For groups to work effectively, they need to maintain some form of control over
members, motivate members to perform, provide a means for emotional expression, and make
decisions. You can assume that almost every communication interaction that takes place in a
group or organization is fulfilling one or more of these four functions.
Diff: 3
19) During the communication process, the message is converted to a symbolic form. This
process is called ________.
A) decoding
B) encoding
C) deciphering
D) symbolizing
Answer: B
Diff: 2
Learning Obj: LO 14.2: Describe methods and challenges of interpersonal communication
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20) Which one of the following is true for the communication process?
A) The decoding process takes place within the channel.
B) Noise cannot affect the encoding of the message.
C) Encoding takes place before the message reaches the medium.
D) The sender decodes the message and then transmits it.
Answer: C
Diff: 2
21) The process through which the symbols of a message are translated by the receiver into a
form that he or she can understand is called ________.
A) decoding
B) encoding
C) reinstating
D) enciphering
Answer: A
Diff: 2
22) Disturbances that interfere with the transmission, receipt, or feedback of a message are called
________.
A) screens
B) filters
C) distractors
D) noise
Answer: D
Diff: 2
23) Which one of the following is an example of a disturbance that interferes with the
transmission of a message?
A) sending unsolicited sales messages to prospects
B) adding your contact information at the end of an e-mail message
C) leaving a message on the answering machine when you cannot reach someone
D) thinking about the party you attended last night while sitting in a lecture
Answer: D
Diff: 2
7
24) Adam has to tell the members of his department that the office hours have changed from
flexible hours to a strict nine-to-five day. He calls a meeting to explain the change. Participants
begin arguing and asking multiple questions about the new work time policy. The next day,
Adam realizes that most people still do not have a clear idea about the change, as a result of the
confusion at the meeting. Which one of the following explains why the message was not
understood?
A) The sender did not decode the message appropriately.
B) The recipients did not encode the message correctly.
C) The noise in the process interfered with the transmission of the message.
D) The channel was not appropriate for the delivery of this message.
Answer: C
Diff: 2
25) The purchasing manager assigned to the team had already worked with Dan in the past.
However, a difference of opinion had soured their relationship. As a result, the purchasing
manager is unable to objectively evaluate and appreciate the various aspects of the current
project described in the memorandum Dan prepared. This is an example of ________.
A) noise
B) framing
C) filtering
D) distraction
Answer: A
Diff: 3
26) Laura sent a text message to Betty telling her that she would come by to pick her up after
work so they could go shopping. Betty, however, made other plans for the evening thinking
Laura was talking about going shopping the next day. Which one of the following best explains
what went wrong with the communication?
A) Laura used a wrong channel of communication.
B) There was too much noise in the room when Betty read the message.
C) Betty decoded the message incorrectly.
D) The complexity capacity of text messaging is poor.
Answer: C
Diff: 2
8
27) The final link in the communication process is ________.
A) encoding
B) decoding
C) channel selection
D) feedback
Answer: D
Diff: 2
28) George has prepared a memorandum explaining the objectives of the work team. Some of the
production workers have come to George to ask for clarification about the memorandum. This
represents the ________ aspect of the communication process.
A) noise
B) channeling
C) filtering
D) feedback
Answer: D
Diff: 2
29) Which one of the following methods of communication should be used when the sender
requires quick and accurate feedback?
A) voicemail
B) face-to-face
C) e-mail
D) instant messaging
Answer: B
Diff: 3
AACSB: Reflective thinking; Application of knowledge; Written and oral communication
30) Complexity capacity refers to the degree to which the communication method ________.
A) offers a reasonable assurance of confidentiality
B) makes a simple message seem more complex
C) effectively processes complicated messages
D) offers quick and accurate feedback
Answer: C
Diff: 2
9
31) Which one of the following describes the number of different messages that can be
transmitted using a particular method of communication?
A) complexity capacity
B) breadth potential
C) scanability
D) encoding ease
Answer: B
Diff: 2
32) Which one of the following attributes of a communication method will be the most important
for a scientist who has to send large amounts of data to a colleague?
A) complexity capacity
B) scanability
C) formality
D) interpersonal warmth
Answer: A
Diff: 2
33) When a sender evaluates a communication method to judge scanability, he is checking if

________.
A) the method can easily transmit a large number of messages
B) the method allows recipients to process complex messages effectively
C) the method allows the receiver to scan the document electronically
D) the recipient can easily browse the message for relevant information
Answer: D
Diff: 2
10
34) CISCO's Unified Personal Communicator allows fast and easy access to voice, video, instant
messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia
interface on a PC or Mac. Which one of the following aspects of communication problems does
this personal communicator address?
A) security concerns arising from the use of the Internet
B) time-space constraint
C) decoding errors
D) encoding errors
Answer: B
Diff: 2
AACSB: Written and oral communication; Information technology
35) Which one of the following methods of communication offers high scanability?
A) publications
B) face-to-face communication
C) meetings
D) voice mail
Answer: A
Diff: 1
36) Which one of the following is true of nonverbal communication?

A) It is synonymous with body language.
B) It usually carries greater impact than verbal communication.
C) It is absent in spoken communication.
D) It is involuntary; it cannot be used deliberately.
Answer: B
Diff: 2
37) Her co-workers don't share personal tidbits with Norma, and she wonders why. Which one of
the following could explain this phenomenon?
A) Norma often snacks while working at her desk.
B) Norma wears long skirts, long sleeves, and has her hair tied up in a bun.
C) Norma generally stands with her arms crossed when in a conversation with anyone.
D) Norma has an unusual laugh.
Answer: C
Diff: 3
11
38) Deb has a high-pitched, childish-sounding voice. Her colleagues tend to avoid her and cringe
when she speaks in department meetings. To improve her career success, Deb should ________.
A) adjust her body language to be more welcoming
B) submit her comments in writing after the meeting
C) send a substitute to the meetings
D) work on her verbal intonation to lower her voice pitch
Answer: D
Diff: 2
39) A(n) ________ occurs when the amount of data provided exceeds the recipient's processing
capacity.
A) perceptual barrier
B) information overload
C) conceptual block
D) physical barrier
Answer: B
Diff: 1
40) During the presentation Sarah explained that the reason for downsizing was the recession
which was hitting the company badly. However, the fact of the matter was that the company had
not yet experienced any loss of revenues but were anticipating bad days ahead, which could
eventually lead to mass layoffs. This is an example of the ________ aspect of the communication
process.
A) framing
B) filtering
C) selective perception
D) deception
Answer: B
Diff: 3
12
41) By the time that Sandra had finished the presentation to the employees, she had spoken for
one and one-half hours, shown 14 visual aids, and no one asked a question. The employees were
probably dealing with which one of the following barriers to effective communication?
A) information overload
B) selective perception
C) defensiveness
D) cultural constraints
Answer: A
Diff: 3
42) When employees confront information overload, they may resort to ________.
A) delegating
B) filtering
C) mentally shutting down
D) deleting old emails
Answer: B
Diff: 2
43) ________ is the deliberate manipulation of information to make it appear more favorable to
the receiver.
A) Framing
B) Encoding
C) Screening
D) Filtering
Answer: D
Diff: 3
44) When a person tells his or her manager what the manager wants to hear, which one of the
following barriers to effective interpersonal communication is the person using?
A) filtering
B) selective perception
C) framing
D) defensiveness
Answer: A
Diff: 2
13
45) Which one of the following is true of filtering?
A) Filtering aids effective communication by making a message more favorable to a receiver.
B) The more vertical levels in an organization, the more opportunities there are for filtering.
C) Filtering occurs at the individual level; the organization cannot encourage or discourage it.
D) The use of e-mail increases filtering because communication is more direct.
Answer: B
Diff: 2
46) During her performance evaluation, Cindy omitted a few of the details about her problems
with her subordinates because she was afraid her supervisor would think her unfit for
management. This is an example of ________.
A) lying by omission
B) framing
C) self-advancement
D) filtering
Answer: D
Diff: 3
47) Sarah needs funding to research the efficacy of a certain drug for the treatment of cancer.
Though her initial trials have been inconclusive, Sarah is sure that the drug will prove to be
effective. However, the organizations she plans to approach for funding will not be very
impressed with the results of the previous trials and may withhold funding. Sarah decides to
structure her proposal in such a way that she emphasizes the positives about the drug and
minimizes the negative information. Which one of the following best describes Sarah's technique
for writing her proposal?
A) framing
B) filtering
C) emotional appeal
D) information overload
Answer: B
Diff: 3
14
48) As the employees began to leave the meeting room, some were overheard grumbling that
those at the top were just profiteers, that it didn't make any difference to Leona if employees lost
their jobs. Which barrier to effective communications do these statements represent?
A) language
B) information overload
C) defensiveness
D) filtering
Answer: C
Diff: 3
49) Jargon is ________.

A) the capacity of a communication method to process complex messages
B) a technique for deliberate manipulation of information to make it appear more favorable to
the receiver
C) specialized terminology that members of a group use to communicate among themselves
D) a technique that increases the breadth potential of a communication method
Answer: C
Diff: 1
50) The accountant told Ellen that he had difficulty understanding some of the technical terms
used in her memorandum. These technical terms are commonly known as ________.
A) encoding
B) vernacular
C) techspeak
D) jargon
Answer: D
Diff: 3
15
51) Which one of the following is a way for managers to overcome the barriers to
communication?
A) feedback
B) decoding
C) encoding
D) filtering
Answer: A
Diff: 1
52) Teresa called her work group together, explained the instructions for the new machine, and
left. Later, after one of the workers had jammed the machine and injured a coworker, she
discovered the worker had not followed the instructions. This problem may have been avoided if
Teresa had ________.
A) gone over the instructions twice instead of once
B) had the workers reword the instructions and repeat them to her
C) given the workers a written set of instructions
D) had one of the workers deliver the instructions
Answer: B
Diff: 3
53) When Terrence explained to the employees why layoffs were necessary, he spoke about
return on investment, debt, and cash flow–terms his shareholders clearly understood. But his
employees had no clue what he meant. Terrence's explanation would have been more effective if
he had ________.
A) used flow charts and other visuals
B) skipped the reasons and explained the method of selection for layoffs
C) spoken louder
D) tailored the language to the audience
Answer: D
Diff: 3
16
54) Listening is an active search for meaning, whereas ________ is passive.
A) speaking
B) encoding
C) decoding
D) hearing
Answer: D
Diff: 1
55) Listening for full meaning without making premature judgments or interpretations is called
________.
A) passive listening
B) empathic listening
C) active listening
D) decoding
Answer: C
Diff: 2
56) Which one of the following helps an individual to understand the actual content of a
message?
A) antipathy
B) empathy
C) apathy
D) sympathy
Answer: B
Diff: 3
57) Which one of the following is true for active listeners?

A) They should avoid making eye contact and nodding as this will distract the speaker.
B) They should not interrupt the speaker, but should feel free to ask questions about the topic.
C) They should listen for full meaning and avoid paraphrasing what the speaker is saying.
D) Developing empathy for the speaker is not advised as it proves an emotional barrier to
listening.
Answer: B
Diff: 2
17
58) Ulysses has difficulty staying focused during conversations, especially long "speech" type
comments from the speaker. This is likely because ________.
A) Ulysses, like most listeners, can understand more words per minute than most talkers speak
B) he already knows what the speaker is going to say next and is forming his response in his
mind
C) he strongly disagrees with the speaker
D) he is not interested in the conversation topic
Answer: A
Diff: 3
59) While Victor was explaining a problem that was frustrating him, his manager smiled widely.
Victor wanted to wipe the smirk off the manager's face in a none too friendly manner. What went
wrong here?
A) Victor was upset over nothing, which the manager found funny.
B) Victor was too emotional.
C) The manager was distracted.
D) The manager's non-verbal communication did not match the seriousness of the situation.
Answer: D
Diff: 3
60) The communication process is susceptible to noise.

Answer: TRUE
Diff: 1
61) Illegible handwriting is an example of noise.

Answer: TRUE
Diff: 1
62) A sender initiates a message by encoding a thought.

Answer: TRUE
Diff: 1
18
63) In communication, the process of decoding is performed by the receiver.
Answer: TRUE
Diff: 1
64) Intonation refers to gestures, facial expressions, and other body movements that convey
meaning.
Answer: FALSE
Diff: 1
65) Verbal intonation refers to the emphasis someone gives to words or phrases that conveys
meaning.
Answer: TRUE
Diff: 1
66) The nonverbal component of communication usually carries the greatest impact.
Answer: TRUE
Diff: 2
67) The net result of filtering is lost information and ineffective communication.
Answer: TRUE
Diff: 1
68) National culture influences the communication preferences of a population.

Answer: TRUE
Diff: 1
19
69) On average, an individual must hear new information three times before he or she truly
understands.
Answer: FALSE
Diff: 2
70) Most communication problems are directly attributed to noise in the communication process.
Answer: FALSE
Diff: 2
71) An email read receipt is sufficient feedback to indicate the message has been received and
understood.
Answer: FALSE
Diff: 3
72) Filtering takes place when information exceeds the receiver's processing capacity.
Answer: FALSE
Diff: 2
73) E-mail increases filtering because electronic communication is faster.

Answer: FALSE
Diff: 2
AACSB: Reflective thinking; Written and oral communication; Information technology
74) Active listeners avoid asking questions and making eye contact so that they don't distract the
speaker.
Answer: FALSE
Diff: 1
20
75) A person who is upset is more likely to get the message right than one who is calm.
Answer: FALSE
Diff: 1
76) List the seven elements of the communication process and explain the process of
interpersonal communication.
Answer: The seven elements of the communication process are: (1) the communication source,
(2) the message, (3) encoding, (4) the channel, (5) decoding, (6) the receiver, and (7) feedback.
Before communication can take place, a purpose, expressed as a message to be conveyed, must
exist. It passes between a source (the sender) and a receiver. The message is converted to a
symbolic form (called encoding) and passed by way of some medium (channel) to the receiver,
who retranslates the sender's message (called decoding). The result is the transfer of meaning
from one person to another. The entire process is susceptible to noise-disturbances that interfere
with the transmission, receipt, or feedback of a message. Typical examples of noise include
illegible print, phone static, inattention by the receiver, or background sounds of machinery or
coworkers. Anything that interferes with understanding can be noise, and noise can create
distortion at any point in the communication process.
Diff: 3
77) Discuss the two best-known types of nonverbal communication. Include a specific example
of each type of nonverbal communication to support your answer.
Answer: An important part of interpersonal communication is nonverbal communication-that is,
communication transmitted without words. Body language refers to gestures, facial expressions,
and other body movements that convey meaning. A person frowning "says" something different
from one who's smiling. Hand motions, facial expressions, and other gestures can communicate
emotions or temperaments such as aggression, fear, shyness, arrogance, joy, and anger. Verbal
intonation refers to the emphasis someone gives to words or phrases that conveys meaning. To
illustrate how intonations can change the meaning of a message, consider the student who asks
the instructor a question. The instructor replies, "What do you mean by that?" The student's
reaction will vary, depending on the tone of the instructor's response. A soft, smooth vocal tone
conveys interest and creates a different meaning from one that is abrasive and puts a strong
emphasis on saying the last word.
Diff: 3
21
78) List and discuss the barriers to effective communication that managers face. Include a
specific example of each barrier to support your answer.
Answer:
a. COGNITIVE-Information overload occurs when the amount of information a person is
required to work with exceeds that individual's processing capacity. When this happens people
tend to select out, ignore, pass over, or forget information. Or they may put off further processing
until the overload situation is over. Filtering is the deliberate manipulation of information to
make it appear more favorable to the receiver. For example, when a person tells his or her
manager what the manager wants to hear, that individual is filtering information.
b. EMOTIONS-How a receiver feels when a message is received influences how he or she
interprets it. Extreme emotions are most likely to hinder effective communication. In such
instances, people often disregard rational and objective thinking processes and substitute
emotional judgments. When people feel threatened, they tend to react in ways that reduce their
ability to achieve mutual understanding. They may verbally attack others, make sarcastic
remarks, be overly judgmental, and question others' motives
c. SOCIOCULTURAL-Words mean different things to different people. Age, education, and
cultural background are three of the more obvious variables that influence the language a person
uses and the definitions he or she gives to words. People may speak the same language, but use
of that language is far from uniform. Senders tend to assume that the words and phrases they use
mean the same to the receiver as they do to them. This is incorrect.
d. NATIONAL CULTURE-Interpersonal communication isn't conducted in the same way
around the world. In the United States, communication patterns tend to be individually oriented
and clearly spelled out. U.S. managers rely heavily on memoranda, announcements, position
papers, and other formal forms of communication to state their positions on issues. In collectivist
countries, such as Japan, there's more interaction for its own sake and a more informal manner of
interpersonal contact.
Diff: 3
79) When a manager asks an employee to complete a task, he or she is using ________
communication.
A) upward
B) lateral
C) informal
D) formal
Answer: D
Diff: 1
Learning Obj: LO 14.3: Explain how communication can flow most effectively in organizations
22
80) The vice president wrote a letter to the employees announcing the opening of a new
production facility. This is an example of which type of organizational communication?
A) horizontal
B) formal
C) lateral
D) informal
Answer: B
Diff: 2
81) When Sam went to the human resource manager and applied for transfer to the new facility,
he was participating in which type of organizational communication?
A) formal
B) downward
C) horizontal
D) lateral
Answer: A
Diff: 2
82) Organizational communication that is not defined by the organization's structural hierarchy is
known as ________ communication.
A) external
B) passive
C) informal
D) controlled
Answer: C
Diff: 2
83) The ________ communication system within an organization permits employees to satisfy
their need for social interaction with their peers.
A) informal
B) social
C) formal
D) organizational
Answer: A
Diff: 2
23
84) Downward communication is used ________.
A) by employees to give managers progress reports
B) to coordinate and evaluate employees
C) between employees at the same organizational level
D) between people of different departments and organizational levels
Answer: B
Diff: 1
85) ________ communication is communication that flows from a manager to his employees.
A) Diagonal
B) Upward
C) Downward
D) Horizontal
Answer: C
Diff: 2
86) Jon is the manager of the Finance department. He has to inform the employees in the
department about the introduction of a new analytical software and the resultant changes in
procedures. Which one of the following types of communication does he use?
A) upward
B) downward
C) lateral
D) diagonal
Answer: B
Diff: 2
24
87) In an effort to improve communication within the accounting department of a large
organization, the department head puts a suggestion box at the door and invites employees to
communicate their thoughts, ideas, concerns, or grievances to the managers in the department.
Which one of the following methods of communication is he encouraging?
A) upward
B) diagonal
C) downward
D) lateral
Answer: A
Diff: 2
88) ________ communication keeps managers aware of how employees feel about their jobs,
their coworkers, and the organization in general.
A) Downward
B) Horizontal
C) Vertical
D) Upward
Answer: D
Diff: 2
89) Many production employees began to talk among themselves about whether they wanted to
transfer to a new production facility in a neighboring town. What type of communication is this?
A) diagonal
B) formal
C) lateral
D) downward
Answer: C
Diff: 3
25
90) Which one of the following is an example of lateral communication?
A) George informs his superior about the progress of the new project.
B) Brian talks to his teammate about a change in project specifications.
C) His supervisor penalizes John for not following the company dress code.
D) Paul tells the CEO about the low morale in his department.
Answer: B
Diff: 1
91) Cross-functional teams rely heavily on ________ communication, which can be problematic
if their managers are not kept informed about the decisions.
A) diagonal
B) upward
C) vertical
D) lateral
Answer: D
Diff: 2
92) When Sam, a production supervisor spoke to the human resources manager about
transferring to the new production facility, he was involved in which type of organizational
communication?
A) diagonal
B) upward
C) horizontal
D) lateral
Answer: A
Diff: 3
26
93) When an organization has an interest in increasing the efficiency and speed of
communication between managers at different levels and in different departments, then
________.
A) upward communication works best
B) diagonal communication should be used
C) lateral communication is ideal
D) downward communication works the fastest
Answer: B
Diff: 2
94) In the ________ communication network, communication flows according to the formal
organizational hierarchy, both downward and upward.
A) chain
B) linked
C) wheel
D) horizontal
Answer: A
Diff: 2
95) In a(n) ________ communication network, all communication passes through a clearly
identifiable leader to the others in a team and upward from team members to the leader.
A) wheel
B) all-channel
C) chain
D) circular
Answer: A
Diff: 2
27
96) When MediFax was a small company, information flowed freely from the sales force to all
areas of the home office. This most closely represents the ________.
A) wheel network
B) chain network
C) all-channel network
D) informal network
Answer: C
Diff: 2
97) Once MediFax grew and became more mechanistic, management insisted that information
flow vertically along the lines of authority. This is most representative of the ________
communications network.
A) wheel
B) chain
C) all-channel
D) circular
Answer: B
Diff: 2
98) Rick believes that it might be more effective if incoming market-based information and
outgoing responses and directions were to flow through a central figure, the regional sales
manager for each region. He, therefore, prefers the ________ network for communication.
A) wheel
B) chain
C) all-channel
D) informal
Answer: A
Diff: 2
28
99) In the all-channel network, communication flows ________.
A) downward from a strong leader to his subordinates in the work group
B) in a parallel fashion until all of the members of a work group have been informed
C) freely among all members of a formal work team
D) through the grapevine
Answer: C
Diff: 2
100) If a company is concerned with achieving high member satisfaction for all the participants
in a network, which one of the following communication networks is best?
A) chain network
B) horizontal network
C) wheel network
D) all-channel network
Answer: D
Diff: 2
101) Over the years, managers at Wilson's Retail have discovered that the sales staff in the retail
areas have the best insights into what customers want and how they shop. Wilson's uses these
insights to design its retail spaces and decide which products to stock. To make the sharing of
information easier, Wilson's encourages an open communication network, where information
flows freely between and among staff and managers. Which one of the following communication
networks does Wilson's use?
A) chain
B) wheel
C) all-channel
D) downward
Answer: C
Diff: 2
29
102) Which one of the following is true for organizational communication?
A) It uses formal but not informal communication techniques.
B) It includes informal communication via the grapevine.
C) Information flows according to the organization's chain of command.
D) It does not include interpersonal communication.
Answer: B
Diff: 2
103) An organization's grapevine works as ________.

A) a method for managers to communicate official policy
B) a method for management to control the dissemination of information
C) both a formal and an informal communication method
D) a filter and a feedback mechanism for managers and employees
Answer: D
Diff: 2
104) Because rumors that flow along the grapevine can never be eliminated entirely, managers
can minimize the negative consequences of rumors by ________.
A) ignoring them completely
B) communicating openly and honestly with employees
C) encouraging an all-channel communication network
D) using filtering wherever possible
Answer: B
Diff: 2
105) Employees typically engage in four types of work: ________.

A) paid, volunteer, overtime, and holiday
B) production, customer service, maintenance, and paperwork
C) administrative, manual, computerized, and relationship
D) focused work, collaboration, learning, and socialization
Answer: D
Diff: 3
30
106) Despite the company's open door policy, Victoria's office door remained closed for the
better part of the day because she was performing ________.
A) research
B) Internet shopping
C) focused work
D) unauthorized personal work
Answer: C
Diff: 2
107) To increase face-to-face communication among employees, the workplace design should
________.
A) maximize visibility and density
B) maximize visibility and minimize density
C) minimize visibility and density
D) minimize visibility and maximize density
Answer: A
Diff: 2
108) Selenius Inc. develops and tests software products. The work calls for a lot of collaboration
among employees, who frequently brainstorm and bounce ideas off each other. Which one of the
following workplace designs will best suit Selenius' requirements?
A) an open workplace
B) closed cubicles
C) high partitions
D) individual offices
Answer: A
Diff: 2
31
109) Cartoonist Scott Adams, author of the Dilbert comic, writes of "cubicle cities," large areas
with innumerable employees packed into individual workspaces separated by partial walls. In
this workplace design, ________.
A) privacy is assured.
B) density is increased
C) visibility is high
D) collaboration is unlikely to happen
Answer: B
Diff: 3
AACSB: Analytical thinking; Written and oral communication
110) Informal communication is organizational communication not defined by the organization's

structural hierarchy.
Answer: TRUE
Diff: 1
111) Downward communication is communication that flows from a manager to employees.

Answer: TRUE
Diff: 1
112) Upward communication is used to inform, direct, coordinate, and evaluate employees.
Answer: FALSE
Diff: 2
113) Communication that takes place among employees on the same organizational level is
called lateral communication.
Answer: TRUE
Diff: 1
32
114) In the wheel network, the leader serves as the hub through which all communication passes.
Answer: TRUE
Diff: 1
115) The informal organizational communication network is known as the chain.

Answer: FALSE
Diff: 2
116) Even in an open concept work design, some space should be provided for confidential
conversations.
Answer: TRUE
Diff: 1
117) Regardless of the work design, some workspace should exist where few distractions are
likely to occur.
Answer: TRUE
Diff: 1
118) How are town hall meetings used by organizations to communicate with employees?
Answer: Town hall meetings are increasingly popular informal public meetings where top
executives relay information, discuss issues, or bring employees together to celebrate
accomplishments. They are a form of downward communication, but also facilitate the
multilateral sharing of information and solicitation of input.
Diff: 3
33
119) Explain formal and informal communication within an organization.
Answer: Communication within an organization is described as formal or informal. Formal
communication refers to communication that takes place within prescribed organizational work
arrangements. For example, when a manager asks an employee to complete a task, that's formal
communication. Another example of formal communication occurs when an employee
communicates information or a problem to his or her manager.
Informal communication is organizational communication not defined by the organization's
structural hierarchy. When employees talk with each other in the lunch room, as they pass in
hallways, or as they're working out at the company wellness facility, they engage in informal
communication. Employees form friendships and communicate with each other. The informal
communication system fulfills two purposes in organizations: (1) it permits employees to satisfy
their need for social interaction, and (2) it can improve an organization's performance by creating
alternative, and frequently faster and more efficient, channels of communication.
Diff: 3
120) Describe and explain the different directions of communication flow within an
organization.
Answer: Downward communication flows from a manager to employees. It's used to inform,
direct, coordinate, and evaluate employees. Managers use downward communication when they
assign goals to their employees, provide employees with job descriptions, inform them of
organizational policies and procedures, point out problems that need attention, or evaluate their
performance.
Upward communication flows from employees to managers who rely on their employees for
information. Some examples of upward communication include performance reports prepared by
employees, suggestion boxes, employee attitude surveys, grievance procedures, manager-
employee discussions, and informal group sessions in which employees have the opportunity to
discuss problems with their manager or representatives of top-level management.
Communication that takes place among employees on the same organizational level is called
lateral communication. In today's dynamic environment, horizontal communications are
frequently needed to save time and facilitate coordination. Cross-functional teams rely heavily
on this form of communication interaction. However, conflicts can arise if employees don't keep
their managers informed about decisions they've made or actions they've taken.
Diagonal communication crosses both work areas and organizational levels. Because of its
efficiency and speed, diagonal communication can be beneficial. Increased e-mail use facilitates
diagonal communication. In many organizations, any employee can communicate by e-mail with
any other employee, regardless of organizational work area or level, even with upper-level
managers. However, diagonal communication also has the potential to create problems if
employees don't keep their immediate managers informed.
Diff: 3
34
121) Briefly describe three common communication networks, or patterns of communication,
that emerge in organizations. Is any one network preferable to others? If so, why? If not, what
factors decide which network is best for a particular situation?
Answer: The vertical and horizontal flows of organizational communication can be combined
into a variety of patterns called communication networks.
a. Chain network-Communication flows according to the formal chain of command, both
downward and upward. If accuracy is important, the chain network works well.
b. Wheel network-Communication flows between a clearly identifiable and strong leader and
others in a work group or team. The leader serves as a hub through which communication passes.
If having a strong, identifiable leader is important to the organization or work unit, the wheel
network is the best communication network. Accuracy is also very high with the wheel network.
c. All-channel network-Communication flows freely among all members of a work team. If high
member satisfaction is a concern, the all-channel network is preferable.
Diff: 3
122) What is the role of the informal communication network in organizations? How can
managers ensure that this network is beneficial to the organization?
Answer: The informal organizational communication network in organizations is known as the
grapevine. The grapevine is active in almost every organization. It is an important source of
information for employees, many of whom hear about important matters first through rumors or
gossip on the grapevine. Acting as both a filter and a feedback mechanism, it pinpoints those
bewildering issues that employees consider important. More importantly, from a managerial
point of view, it is possible to analyze what is happening on the grapevine-what information is
being passed, how information seems to flow, and what individuals seem to be key information
conduits. By staying aware of the grapevine's flow and patterns, managers can identify issues
that concern employees, and, in turn, use the grapevine to disseminate important information.
Because the grapevine can't be eliminated, managers should "manage" it as an important
information network.
Rumors that flow along the grapevine also can never be eliminated entirely. However, managers
can minimize the negative consequences of rumors by communicating openly, fully, and
honestly with employees, particularly in situations where employees may not like proposed or
actual managerial decisions.
Diff: 3
35
123) "The grapevine is detrimental to effective organizational communication and must be
eliminated if the organization is to effectively engage its employees." Do you agree with this
statement? Explain your answer.
Answer: Student answers may vary. However, it is a fact that the grapevine, an informal
organizational network is part of every organization. In fact, it is an important source of
information for the company. This makes it imperative for companies to try to understand its
dynamics. Acting as both a filter and a feedback mechanism, it pinpoints those bewildering
issues that employees consider important. More importantly, from a managerial point of view, it
is possible to analyze what is happening on the grapevine-what information is being passed, how
information seems to flow, and what individuals seem to be key information conduits. By staying
aware of the grapevine's flow and patterns, managers can identify issues that concern employees,
and, in turn, use the grapevine to disseminate important information. Because the grapevine can't
be eliminated, managers should "manage" it as an important information network. However,
managers can minimize the negative consequences of rumors. They can do so by communicating
openly, fully, and honestly with employees, particularly in situations where employees may not
like proposed or actual managerial decisions. Studies show that this is likely to be effective in
engaging employees.
Diff: 3
AACSB: Analytical thinking; Written and oral communication
Classification: Critical thinking
124) A(n) ________ is a location where Internet users can gain wireless access to the Internet.
A) extranet
B) LAN
C) intranet
D) Wi-Fi hot spot
Answer: D
Diff: 1
Learning Obj: LO 14.4: Describe how the Internet and social media affect managerial
communication and organizations
125) William says he never really gets a vacation any more. One likely explanation for his
statement is ________.
A) he only vacations in areas where his organization has facilities
B) he works ahead before the vacation and plays catch-up when he returns
C) he takes "staycations" and works on family/household projects on his time off
D) IT has made it possible for people in organizations to be fully accessible at any time
regardless of where they are
Answer: D
Diff: 3
AACSB: Application of knowledge; Written and oral communication; Information technology
36
126) Which one of the following is a disadvantage of using IT in organizational communication?
A) economic drawbacks
B) geographic constraints
C) psychological costs
D) time constraints
Answer: C
Diff: 2
127) IT has significantly improved a manager's ability to monitor individual and team
performance.
Answer: TRUE
Diff: 1
128) One advantage of social media in business is that it can both convey information and
provide a platform for group conversations about the topic.
Answer: TRUE
Diff: 1
129) Although constant accessibility and the erasure of geographic constraints have been made
possible by IT, it is important for managers to consider the content of the message when
selecting the method of communication.
Answer: TRUE
Diff: 1
37
130) Though IT has improved organizational communications in recent years, ________ remains
a major concern.
A) timeliness
B) security
C) cost
D) breadth potential
Answer: B
Diff: 1
Learning Obj: LO 14.5: Summarize communication issues in today's organizations
131) One strategy some organizations are using to improve customer service is ________.
A) training through role-playing
B) secret shoppers
C) post-visit customer surveys
D) personalization
Answer: D
Diff: 2
132) Suggestion boxes are a good idea, but if they are used, ________.
A) managers should explain why suggestions are feasible or not
B) each suggestion should be logged into a database available to all employees
C) employees should be adequately rewarded for every idea they submit that is implemented
D) no anonymous suggestions should be accepted
Answer: A
Diff: 3
133) Ethical communication involves ________.

A) sharing enough information to lead the audience to a pre-determined conclusion
B) withholding information that is detrimental to the organization
C) including all relevant information
D) refraining from denigrating one's employer on social media
Answer: C
Diff: 3
38
134) All electronic information is inadmissible in court.
Answer: FALSE
Diff: 2
135) A current and continuing concern of electronic communication is the possibility of being
hacked.
Answer: TRUE
Diff: 1
136) "If you can't beat 'em, join 'em" is one way to characterize the practice in which
organizations promote their own social media network for their employees.
Answer: TRUE
Diff: 2
137) Despite the widely promoted promises, company-wide knowledge databases have not
delivered the increases in effectiveness and efficiency managers expected.
Answer: FALSE
Diff: 2
138) An important communication concern for the individual service provider is making sure he
or she has the authority needed to deal with customers.
Answer: FALSE
Diff: 2
139) Plagiarism is a form of unethical communication.

Answer: TRUE
Diff: 1
AACSB: Reflective thinking; Written and oral communication; Ethical understanding and
reasoning
39
140) Sometimes it is important to share the truth even if the truth hurts.
Answer: TRUE
Diff: 2
reasoning
141) If the consequences of sharing the truth are painful to the receiver, the manager should
withhold the truth.
Answer: FALSE
Diff: 2
reasoning
142) In a short essay, explain two main communication challenges that new technology has
created.
Answer: Managers are learning that new technology has created special communication
challenges. The two main ones are (1) legal and security issues and (2) lack of personal
interaction. Although e-mail is a quick and easy way to communicate, managers need to be
aware of potential legal problems from inappropriate e-mail usage. Electronic information is
potentially admissible in court. Security concerns are another issue managers face. Managers
need to ensure that confidential information is kept confidential. Employee e-mails and blogs
should not communicate-inadvertently or purposely-proprietary information. Corporate computer
and e-mail systems should be protected against hackers (people who try to gain unauthorized
access to computer systems) and spam (electronic junk mail). These are serious issues that
managers and organizations must address if the benefits that communication technology offers
are to be realized. Another communication challenge posed by the Internet age is the lack of
personal interaction. Even when two people are communicating face-to-face, understanding is
not always achieved. However, when communication takes place in a virtual environment, it can
be really hard to achieve understanding and collaborate on getting work done. Some companies
have gone so far as to ban e-mail on certain days of the week. Others have simply encouraged
employees to collaborate more in person. Yet, there are situations and times when personal
interaction isn't physically possible-when employees are spread across the continent or even
across the globe. In those instances, real-time collaboration software (such as private workplace
wikis, blogs, instant messengers, and other types of groupware) may be a better communication
choice than sending an e-mail and waiting for a response.
Diff: 3
40
143) Explain how communication can have an impact on customer satisfaction and what
managers can do to improve communication.
Answer: What communication takes place and how it takes place can have a significant impact
on a customer's satisfaction with the service and the likelihood of being a repeat customer.
Managers in service organizations need to make sure that employees who interact with
customers are communicating appropriately and effectively with those customers.
Managers must first recognize the three components in any service delivery process: the
customer, the service organization, and the individual service provider. Each plays a role in
whether communication is working. Although managers don't have a lot of control over what or
how the customer communicates, they can influence the other two.
An organization with a strong service culture already values taking care of customers-finding out
what their needs are, meeting those needs, and following up to make sure that their needs were
met satisfactorily. Each of these activities involves communication.
Communication also is important to the individual service provider or contact employee. The
quality of the interpersonal interaction between the customer and that contact employee does
influence customer satisfaction, especially when the service encounter isn't up to expectations.
People on the front line involved with those "critical service encounters" are often the first to
hear about or notice service failures or breakdowns. They must decide how and what to
communicate during these instances. Their ability to listen actively and communicate
appropriately with the customer goes a long way in whether the situation is resolved to the
customer's satisfaction or spirals out of control. Another important communication concern for
the individual service provider is making sure that he or she has the information needed to deal
with customers efficiently and effectively. If the service provider doesn't personally have the
information, some way needs to be devised to get the information easily and promptly.
Diff: 3
144) How does unethical communication impact business? What are some ways that companies
communicate unethically?
Answer: Unethical communication distorts the truth, manipulates audiences, or fails to include
all relevant information. Companies can communicate unethically by omitting essential
information. For instance, not telling employees that an impending merger is going to mean
some of them will lose their jobs is unethical. It's unethical to present someone else's words or
other creative product as your own. It would also be unethical to selectively misquote,
misrepresent numbers, distort visuals, and fail to respect privacy or information security needs.
For instance, although British Petroleum attempted to communicate openly and truthfully about
the Gulf Coast oil spill in the summer of 2010, the public still felt that much of the company's
communication contained some unethical elements. These feelings caused a loss of trust in BP.
Diff: 3
AACSB: Ethical understanding and reasoning; Written and oral communication
41
145) Wilhelmina would like a raise, but every time she asks for one she is turned down.
Wilhelmina should ________.
A) explain why she needs the additional money
B) submit her next request in writing
C) go up the chain of command with her request
D) improve her persuasion skills
Answer: D
Diff: 2
Learning Obj: LO 14.6: Discuss how to become a better communicator
146) Tammy often said "I seen", "we have went", and "it has ran". These phrases also appeared
in her emails. Tammy wonders why she has not been given assignments with greater
responsibility. What advice would you offer to Tammy?
A) Seek a mentor.
B) Sharpen your speaking skills.
C) Find a job coach.
D) Look for other employment.
Answer: B
Diff: 2
147) Making the complex simple is one of the elements of effective persuasion.
Answer: TRUE
Diff: 1
148) Because of the heavy use of electronic communication methods, speaking skills have
become less important.
Answer: FALSE
Diff: 2
149) It is perfectly acceptable to use abbreviations in a text message when the sender is in a
hurry.
Answer: FALSE
Diff: 2
42
150) Discuss four areas where managers can improve their communication skills. Explain why
this is important.
Answer: Most managers will tell you that becoming an effective communicator is one ingredient
of a successful career. Because everything a manager does involves communication, improving
these skills enhances one's readiness for promotions.
a. Persuasion skills enable a person to influence others to change their minds or behavior.
Managers must be able to get work done through others, which sometimes means getting those
others to change behaviors. Strong persuasion skills accomplish this without damaging the
relationship.
b. Much of a manager's communication with other employees–at all levels–is through speaking.
Most of this is interpersonal, with small groups or individually. Some may be through
presentations. Discomfort with public speaking holds some employees back from those desired
promotions.
c. Communication that doesn't involve speaking will involve writing. Millennials especially take
shortcuts in their writing which is fine when texting friends and family but unacceptable in
business. Improving one's writing skills makes a more professional presentation and sheds a
more favorable light on the sender of emails, texts, and memos.
d. Because of the sheer quantity of emails a manager receives daily, it is important that the
manager read quickly and understand clearly the language used in business correspondence and
articles. Knowledge of industry jargon is necessary as is a robust vocabulary of non-technical
words. Failure to keep up with the plethora of messages and work-related documents places the
manager at a disadvantage.
Diff: 3
43

Chapter 14 Interpersonal and Organizational Communication: Management, 14e, Global Edition (Robbins/Coulter)

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Chapter 14 Interpersonal and Organizational Communication: Management, 14e, Global Edition (Robbins/Coulter)

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Management, 14e, Global Edition (Robbins/Coulter)

Chapter 14 Interpersonal and Organizational Communication

1) For communication to be successful, meaning must be imparted and ________.

2) Good communication occurs only when the recipient ________.

3) In which one of the following cases has communication occurred?

13) Everything a manager does involves communicating.

15) Good communication requires agreement with the message.

33) When a sender evaluates a communication method to judge scanability, he is checking if

36) Which one of the following is true of nonverbal communication?

49) Jargon is ________.

57) Which one of the following is true for active listeners?

60) The communication process is susceptible to noise.

61) Illegible handwriting is an example of noise.

62) A sender initiates a message by encoding a thought.

68) National culture influences the communication preferences of a population.

73) E-mail increases filtering because electronic communication is faster.

103) An organization's grapevine works as ________.

105) Employees typically engage in four types of work: ________.

110) Informal communication is organizational communication not defined by the organization's

111) Downward communication is communication that flows from a manager to employees.

115) The informal organizational communication network is known as the chain.

133) Ethical communication involves ________.

139) Plagiarism is a form of unethical communication.

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