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Chapter 10
Student: ___________________________________________________________________________
1. Communication is the process by which ___________ and ___________ is transferred from a

sender to a receiver.
A. information; understanding
B. information; meaning
C. information; data
D. data; understanding
E. data; meaning
2. Communication is the process by which information and meaning is transferred from a

____________ to a _________.
A. sender; receiver
B. receiver; sender
C. transmitter; receiver
D. transmitter; accepter
E. sender; target
3. Many of the activities and interactions that occur within work settings rest on the assumption that
people are able to effectively
A. Be team members
B. Calculate
C. Be punctual
D. Communicate
E. Handle financial transactions
4. What plays a central role in virtually all aspects of organizational behaviour?
A. Leadership
B. Change management
C. Power
D. Politics
E. Communication
5. Derek has noticed that his teammate has been struggling to complete his tasks. What action can
Derek take which would be considered interpersonal citizenship behaviour?
A. Provide him with more work

B. Communicate helpful information
C. Tell Derek's supervisor that Derek is not able to complete his tasks
D. Tell other colleagues that Derek is not able to complete his tasks
E. Take no action
6. The process by which information and meaning is transferred from a sender to a receiver is
called
A. Transmission
B. Communication
C. Sending
D. Receiving
E. Decoding
7. Effective communication occurs when
A. Information is sent through informal rather than formal channels

B. Information is transferred between two or more people
C. Information and meaning is transferred from a sender to a receiver
D. The sender provides the information in the hopes that the receiver understands it
E. The target of the communication is ready and willing to accept the communication
8. Communication plays an important role in
A. Performing routine tasks.

B. Adapting to novel situations.
C. Trying to formulate innovative ideas.
D. Performance of solitary tasks.
E. Communication plays an important role in all of these.
9. In the absence of communication, it would be difficult to come up with examples of how the model
of _____________ could work.
A. job satisfaction
B. stress
C. motivation
D. trust
E. communication plays an important role in all of these.
10. The Communication Process Model has which three components?
A. Form message, transmit message, receive message

B. Encode message, transmit message, receive message
C. Encode message, transmit message, decode message
D. Decode message, encode message, take action
E. Decode message, transmit message, encode message
11. According to the communication process model, which of these represents the first stage?
A. Sender encodes a message

B. Sender decodes a message
C. Understanding is used by sender to encode a message
D. Understanding is used by sender to decode a message
E. Sender receives a message
12. According to the communication process model, which of these represents the final stage?
A. Receiver encodes a message

B. Receiver decodes a message
C. Information is used by receiver to encode a message
D. Information is used by receiver to decode a message
13. According to the communication process model, which of these represents the central stages?

14. Derek noticed that when he communicated with Tom, that Tom did not seem to understand his
message. The problem exists at what stage of the communication process model?
A. Encoding
B. Message transmission
C. Decoding
D. Understanding by receiver
E. All of these could be reasons for the problem.
15. Sherry noticed that when she communicated with Sally, that Sally did not seem to understand his
A. Information provided by the sender

C. Decoding
D. Encoding
16. According to the communication process model, what happens immediately after the sender
encodes the message?
A. The message is sent to the receiver

B. The message is encoded by the receiver
C. The message is decoded by the receiver
D. The message is understood by the receiver
E. None of these
17. According to the communication process model, what happens immediately after the message is
sent to the receiver?
A. The message is encoded by the sender

E. None of these
18. According to the communication process model, when does "decoding the message" occur?
A. Before the receiver receives the message

B. Immediately after the sender sends the message
C. After the message is transmitted
D. Before the sender encodes the message
E. Immediately after the sender encodes the message
19. According to the communication process model, when does "encoding the message" occur?

C. Before the message is transmitted
D. Before the sender decodes the message
E. Immediately after the receiver encodes the message
20. Scenario: Mobile Telephone System (MTS)
Sarah was frustrated again. She had thought she had been extremely clear in her instructions to
her team at Mobile Telephone System (MTS). She had told her team to ensure to provide the
royal treatment to a prospective client (Jerry) when he came into the store, as he was looking at
opening a large account with MTS to supply his entire mobile telephone needs across Canada.
This order could approach 2,000 cell phones, monthly network plans, and any repair/maintenance
required. She had even followed this up with an email! No wonder she was shocked to learn
when Jerry arrived at the store, he was left waiting in line with all of the other random customers
and when he was finally served, it was by her most junior team member, Jeff. Unfortunately, due
to Jeff's relative inexperience, he wasn't able to fully answer Jerry's questions, and Jerry walked
out the door. She really didn't know what went wrong, but she sure knew she needed to resolve
this problem!
Using the communication process model, at which stage did the communication problem occur?

C. Decoding
D. Encoding
21. The exchange of information and meaning when one or more individuals are physically present,
and where communication occurs without the aid of any mediating technology is called
A. Verbal communication
B. Nonverbal communication
C. Computer-mediated communication
D. Face-to-face communication
E. Video conferencing
22. A form of communication in which messages are sent and received using written and spoken
language is called
E. Videoconferencing
23. Any form of information exchange that doesn't involve spoken or written words is referred to as
24. The nature of communication in ______________________ often has both verbal and nonverbal
qualities that together provide an extremely rich information source.
A. e-mail
B. face-to-face communication
C. wiki
D. Web 2.0
E. social network applications
25. What form of communication is considered the "gold standard of communication"?
A. E-mail
B. Face-to-face communication
C. Wiki
D. Web 2.0
E. Social network applications
26. It has been estimated that the vast majority of information we process face to face is based on
__________, information not easily conveyed using computer technology.
A. e-mail communication
B. verbal cues
C. nonverbal cues
D. social networks
E. noise
27. A recent survey of managers around the world revealed that almost ___________ of them said
their organizations would actually be more productive if leaders communicated in person more
often.
A. 25 percent
B. 40 percent
C. 50 percent
D. 60 percent
E. 70 percent
28. What form of communication is the primary way organizational members communicate with each
other?
A. Computer-mediated communication
C. Videoconferencing
D. Verbal communication
E. Nonverbal communication
29. Verbal communication is the vehicle for which of the following organizational activities?
A. Obtaining information and knowledge

B. Storing information and knowledge
C. Transferring information and knowledge
D. All of these
E. None of these
30. Examples of written communication that convey how and why things are done in an organization
are
A. Written job descriptions

B. Standardized work procedures
C. Training manuals
D. Contracts
E. All of these are examples of written communication
31. Since it was so noisy in the ballroom, Sam decided to use hand signals to get the attention of his
staff. Sam is using what type of communication?
32. ___________ is probably more prevalent than ____________ in organizational settings.
A. Oral communication; written communication

B. Face-to-face communication; written communication
C. Written communication; oral communication
D. Written communication; face-to-face communication
E. Nonverbal communication; written communication
33. Famous management guru ____________ once said "The most important thing in
communication is hearing what isn't said."
A. Geert Hofstede
B. Mary Parker Follett
C. Frederick Taylor
D. Peter Drucker
E. B. F. Skinner
34. Researchers have estimated that what percentage of a message's meaning is conveyed, not by
words, but rather by body language?
A. 20-40
B. 40-60
C. 50-70
D. 60-80
E. 70-90
35. During face-to-face exchanges, receivers tend to see __________ as more credible, believable,
and trustworthy sources of information.
A. Verbal messages
B. Nonverbal messages
C. Written messages
D. Computer-mediated communication
E. None of these
36. The exchange of information and meaning using an electronic or digital medium is referred to as
37. What describes websites and applications through which users actively interact, create,
collaborate, and communicate?
A. E-mail
B. Videoconferencing
C. Wiki
D. Web 2.0
38. A popular method of exchanging written digital messages from an author to one or more
recipients is referred to as
A. E-mail
C. Wiki
D. Web 2.0
39. A communication medium that permits real-time, live interaction and discussion between remote
individuals or groups via satellite or Internet is called
A. E-mail
C. Wiki
D. Web 2.0
40. What is a highly flexible Web 2.0 application that allows people to quickly exchange verbal
information, and collaboratively solve problems, learn, manage projects, and create knowledge?
A. E-mail
C. Wiki
D. Web 2.0
41. Which is not an example of a Web 2.0 environment?
A. YouTube
B. Facebook
C. Wiki
D. E-mail
E. All are examples of Web 2.0 environments
42. Email often lacks the same richness of information as
43. One study of faculty and staff within a university setting found that as the level of
A. E-mail use increased, all other forms of communication decreased.

B. E-mail use decreased, all other forms of communication decreased.
C. Videoconferencing use increased, all other forms of communication decreased.
D. Face-to-face communication decreased, all other forms of communication decreased.
E. Face-to-face communication increased, all other forms of communication decreased.
44. The sheer volume of e-mails being transmitted every day, contribute to
A. A lack of useful information

B. Information overload
C. Information saturation
D. Information scarcity
E. Information overkill
45. Which is not a way that people can manage work e-mail more efficiently?
A. Use the filing and labeling capabilities of your e-mail program

B. Use your delete button
C. Unsubscribe to websites that send regular promotional materials
D. Copying your sent messages to yourself to ensure you follow-up
E. Limit your time on e-mail
46. Microsoft's program "Skype" is a good example of
C. A videoconferencing program
D. An e-mail program
E. A wiki
47. David wanted to post his profile on a professional website to help him find a new job. He decided
on LinkedIn for this purpose. Which type of communication did he choose?
A. E-mail
C. Wiki
D. Web 2.0
48. Videoconferencing tends to be less effective for tasks that require more "communication
bandwidth", such as
A. Bargaining
B. Conflict resolution
C. Negotiation
D. Getting to know people
E. All of these
49. LinkedIn is a business-oriented social network service used to help users
A. Find jobs
B. Find people who have similar educational backgrounds or career interests
C. Follow companies where they might want to work
D. Find business opportunities
E. All of these are correct
her team at Mobile Telephone System (MTS). She had verbally told her team to ensure to provide
the royal treatment to a prospective client (Jerry) when he came into the store, as he was looking
at opening a large account with MTS to supply his entire mobile telephone needs across Canada.
this problem!
What forms of communication did Sarah use to instruct her team?
A. Face-to-face communication
B. Verbal communication
C. Nonverbal communication
D. E-mail communication
51. The ability of communicators to encode and interpret messages is called
A. Communicator ability
B. Communicator competence
C. Communicator talent
D. Communicator traits
52. Disturbing or distracting stimuli that block or interfere with the transmission of a message is
referred to as
A. Lack of communicator competence

B. Lack of information richness
C. Gender differences
D. Noise
E. Distractions
53. The amount and depth of the information transmitted in a message is called
A. Information sufficiency
B. Information compliance
C. Information richness
D. Information detail
E. Information applicability
54. Different ways men and women tend to process and interpret information and communicate with
others is called
A. Gender differences
B. Communication competence
C. Noise
D. Privacy
E. Information richness
55. A state in which individuals can express themselves freely without being observed, recorded, or
disturbed by other, unauthorized individuals or groups is called
C. Noise
D. Privacy
56. Whether interacting face-to-face or electronically, the communication process assumes
C. Noise
D. Privacy
57. Raj is a newcomer to Canada, and English is not his first language. As a result, Raj was
frustrated when he could not get the waiter at the restaurant to understand his dinner order. What
type of communication issue is most likely the problem?
C. Noise
D. Privacy
58. Nancy was horrified to find out that the pictures she posted of herself to her Facebook page were
being used by an unknown person in a on-line dating scam. What type of communication issue is
she experiencing?
C. Noise
D. Privacy
59. Of the communication types, which is particularly sensitive to the presence or absence of noise?
60. Messages transmitted through what channel have the highest level of information richness?
A. E-mail communication
C. Wiki
D. Web 2.0
61. A message with a ____________ level of information richness is a personal written note.
A. high
B. moderate
C. low
D. weak
E. strong
62. Higher levels of information richness are preferable to lower levels when
A. The situation or task at hand is complex or difficult to understand

B. The situation or task at hand is simple and straightforward
C. The situation or task at hand is moderately difficult
D. The situation or task at hand is easy
E. The situation or task at hand is contradictory
63. Men tend to use a style of communication that helps them achieve and maintain
A. Status, power, and relationships.

B. Status, independence, and relationships.
C. Independence, relationships, and power.
D. Power, politics, and independence.
E. Power, status, and independence.
64. Which is not an example of a way that women use communication to build rapport?
A. Saying something constructive and positive to a team member before saying something critical
B. Being subtle and indirect when sending messages to others
C. Taking credit for something good they have done
D. Asking for help or feedback
E. Using compliments to build relationships
65. Which is not a recommendation by the privacy commissioners across the country to protect your
privacy and avoid embarrassment?
A. Never expect privacy

B. Before you join a site and post your profile, find out if you can join an open network
C. Choose the highest and most restrictive security settings possible
D. Take a second to think about what you're posting about yourself and friends
E. Keep in mind that even sites with extensive privacy options may be required to make your
personal information available to certain authorized persons
this problem!
What potential issues did Sarah's communication have?
A. Communicator competence
B. Noise
D. Gender differences
E. All of these could be correct
67. Which is not a characteristic of a good communicator?
A. Good communicators have mastered both the sending and receiving sides of the
communication process
B. Good communicators are able to understand the message without needing clarification or
feedback
C. Good communicators are able to craft and deliver meaning using channels that your intended
target will be able to process and understand
D. Good communicators are effective listeners
E. Good communicators are able to use their skills to discern and resolve difficulties related to
body language
68. Communication that flows from the top to the bottom of the vertical channel is called
A. Downward communication
B. Upward communication
C. Horizontal communication
D. Informal communication
E. Formal networks
69. Communication that flows from the bottom to the top of the vertical channel is called
E. Formal networks
70. Communication that flows along members of work groups, teams, or functional units who reside
at the same level in the organization is referred to as
E. Formal networks
71. Some formal communication occurs through ____________ whereas some occurs through
___________.
A. downward communication; upward communication

B. downward communication; horizontal communication
C. upward communication; horizontal communication
D. vertical channels; horizontal channels
E. grapevine; rumours
72. Downward communication is notoriously slow because of
A. Filtering decisions at each level

B. People ignoring messages
C. Passing along too much information
D. People discounting messages
E. People don't know what to say
73. What is not a purpose of upward communication?
A. Managers at higher levels are informed about relevant activities and outcomes at lower levels.
B. Managers at higher levels are informed about unsolved work problems.
C. Managers at higher levels are informed about suggestions for improvements.
D. Managers at higher levels are informed about how subordinates feel about their jobs.
E. All are purposes of upward communication.
this problem!
What form of formal communication did Sarah use to convey her instructions?
D. Grapevine
E. Rumours
75. A communication network in which any member can send and receive messages from any other
is called
A. All-channel network structure

B. Circle network structure
C. Chain network structure
D. Y network structure
E. Wheel network structure
76. A communication network in which members can send and receive messages from individuals
who are immediately adjacent to them are called

77. A Y network structure is
A. A communication network in which any member can send and receive messages from any
other
B. A communication network in which members can send and receive messages from individuals
who are immediately adjacent to them
C. A communication network in which information is passed from member to member, from one
end of the chain to another
D. A communication network in which one member controls the flow of information between one
set of members and another
E. A communication network in which all communication between members is controlled by a
single member
78. A wheel network structure is
other
B. A communication network in which members can send and receive messages from individuals
who are immediately adjacent to them
C. A communication network in which information is passed from member to member, from one
end of the chain to another
D. A communication network in which one member controls the flow of information between one
set of members and another
single member
79. The all-channel structure is an example of what type of communication structure?
D. Informal communication network
E. Formal communication network
80. Student teams typically use this type of communication structure.

81. This type of communication structure is fairly typical in hierarchical organizational structures.

this problem!
What form of formal networks most closely reflects what Sarah used to convey her instructions?

83. The primary informal communication network within an organization is called
A. Grapevine
B. Rumours
D. Horizontal channels
E. Gossip
84. Rumours about other people are called
A. Grapevine
B. Lies
E. Gossip
85. Gossip is
A. Spontaneous and emergent patterns of communication that result from the choices individuals
make on their own
B. The primary informal communication network within an organization
C. Messages that travel along the grapevine that lack evident as to their truth or validity
D. Rumours about other people
E. None are correct
86. Information in the grapevine have a relative accuracy of approximately _________.
A. 25 percent
B. 40 percent
C. 50 percent
D. 65 percent
E. 75 percent
this problem!
What form of informal communication did Sarah use to convey her instructions?
A. Informal communication networks

B. Grapevine
C. Rumours
D. Gossip
E. None are correct
88. A form of downward communication in which the supervisor provides information to a subordinate
about his or her job performance is called
A. Formal communication
B. Informal communication
C. Supervisor feedback
D. Chain communication
E. Subordinate feedback
89. Overall, supervisor feedback to employees has a _____________ effect on job performance.
A. relatively strong positive

B. moderately positive
C. weak positive
D. very strong positive
E. very weak negative
90. Overall, supervisor feedback to employees has a _____________ effect on organizational
commitment.
A. strong positive
C. weak positive
91. The relationship between supervisor feedback and organizational commitment is stronger for
A. Normative commitment and continuance commitment

B. Normative commitment and affective commitment
C. Effective commitment and normative commitment
D. Continuance commitment and affective commitment
E. None of the answers are correct
92. The relationship between supervisor feedback and organizational commitment is weaker for
A. Normative commitment
B. Affective commitment
C. Continuance commitment
D. Effective commitment
E. Loyalty commitment
93. A conversation initiated by one or more persons to gather information and evaluate the
qualifications of the applicant for a job is called
A. Job interview
B. Performance evaluation
D. Subordinate feedback
E. Performance appraisal
94. The extent to which the selection procedure is free from random error is referred to as
A. Predictive reliability
B. Predictive validity
C. Redundant validity
D. Reliability
E. Validity
95. The extent to which the selection procedure predicts future job performance is referred to as
D. Reliability
E. Validity
96. Job applicants assume the role of
A. Senders and receivers

B. Senders
C. Receivers
D. Decoders
E. Encoders
97. Interviewers assume the role of

B. Senders
C. Receivers
D. Decoders
E. Encoders
98. What improves when interview conversations are structured rather than unstructured?
C. Reliability and predictive validity
D. Reliability
E. Validity
99. Which type of interviews have been shown to effectively incorporate structure and job relevance?
A. Behavioural description
B. Situational
C. Structured
D. Unstructured
E. Both behavioural description and situational
100.In what type of interviewing do interviewers present several realistic job scenarios that each
involve a dilemma that needs to be resolved?
B. Situational
C. Structured
D. Unstructured
101.Which is not an example of body language?
A. Eye contact
B. Head movement
C. Smiling
D. Verbal responses
E. Body posture
102.Research shows that interviewers will often use body language to make inferences about a
candidate's
A. Motivation
B. Sociability
C. Self-confidence
D. Assertiveness
103.Interview expert Dr. Ronald Riggio has suggested that in the category of interest, you should
A. Make eye contact

B. Be attentive
C. Lean forward slightly
D. Not look bored
104.Communication is defined as the process by which information and data are transferred from a
True False
105.The performance of all tasks, except solitary tasks, will at some point have to communicate with
clients and suppliers so that coordination can occur.
True False
106.Generally speaking, senders may use verbal and written language, and nonverbal language and
cues, to encode the information into a message.
True False
107.An encoded message is transmitted to a receiver, who needs to interpret or decode the message
to form an understanding of the information it contains.
True False
108.The communication process model includes encoding a message, decoding a message, and
taking action.
True False
109.Waving your arm up and down to convey the idea that your team members need to work faster is
an example of an encoded message.
True False
110.Oral communication is probably more prevalent than written communication.
True False
111.Face-to-face communication can be either written or oral.
True False
112.We tend to evaluate and judge the quality of our relations on the basis of verbal instead of
nonverbal cues.
True False
113.Almost every gesture involving fingers is sure to offend someone, somewhere, sometime.
True False
114.As e-mail conversations eliminate the need for casual face-to-face interactions, this leaves
employees feeling more connected with each other.
True False
115.A wiki in corporate settings are explicitly controlled by one or more "owners."
True False
116.Whether interacting face-to-face or electronically, the communication process assumes

communicator competence.
True False
117.Depending on how the message is transmitted, noise only takes one form.
True False
118.High levels of information richness are always preferable to lower levels.
True False
119.Gender differences in communication style can be serious.
True False
120.To be effective communicators, people need to be aware of gender differences in communication,

and be ready to adapt their natural communication style to fit the demands of the situation.
True False
121.Noise is anything that interferes with the transmission of a message.
True False
122.Technology improves the communication process.
True False
123.Social media reduces an individual's perceived cost of expressing their ideas and opinions.
True False
124.Official vertical and horizontal communication channels are necessary for coordination as an
organization grows and its tasks become more complex and interdependent.
True False
125.When work is simple and straightforward, a decentralized communication structure tends to

result in faster solutions with fewer mistakes.
True False
126.In the Y network and chain network structure information tends to flow through a single member.
True False
127.Informal communication networks are quite small, involving relatively few people.
True False
128.Information travels very fast in informal communication networks.
True False
129.It is easy to trace the source of the messages transmitted through the grapevine.
True False
130.There is a strong positive effect of supervisor feedback on job performance.
True False
131.There is a strong positive effect of supervisor feedback on organizational commitment.
True False
132.The relationship between supervisor feedback and organizational commitment is stronger for
affective and continuance commitment.
True False
133.The relationship between supervisor feedback and organizational commitment is stronger for
continuance commitment.
True False
134.The relationship between supervisor feedback and organizational commitment is weaker for
normative commitment.
True False
135.Behavioural description and situational interviews have been shown to be reliable and valid
predictors of job success.
True False
136.Reliability and predictive validity improves when interviews are unstructured rather than
structured.
True False
137.Nonverbal behaviours exhibited during the job interview play a role in applicant assessment.
True False
138.Interview expert Dr. Ronald Riggio has suggested that in the category of expressiveness,
applicants need to try to exhibit positive energy and emotion.
True False
139.Interview expert Dr. Ronald Riggio has suggested that in the category of poise, applicants need
to try to ensure they don't yawn.
True False
140.Explain the relationship between communication and performance management.
141.Briefly describe the Communication Process Model.
142.Compare verbal and nonverbal communication. In your response, clearly show you understand
the difference between the two, and for each, provide an example of that type of communication.
143.Provide four types of computer-mediated communication, providing a description of each type.

144.Provide an example of 5 potential issues associated with the communication process.
145.There has been much discussion related to communication and privacy. Discuss your concerns
regarding these concepts.
146.What can you do to protect yourself and avoid embarrassment regarding communication
privacy?
147.Formal networks include five network structures. Identify and describe each of these network
structures.
148.The textbook identifies three informal communication networks. Describe the three types of
informal communication networks. In your response, also indicate which of the three networks is
the primary informal communication network within an organization.
149.Describe the relationship between supervisor feedback and job performance.
150.Describe the relationship between supervisor feedback and organizational commitment.
151.Compare and contrast behavioural description and situational interviews.

Chapter 10 Key
1. Communication is the process by which ___________ and ___________ is transferred from a

A. information; understanding
B. information; meaning
C. information; data
D. data; understanding
E. data; meaning
Accessibility: Keyboard Navigation
Colquitt - Chapter 10 #1
Difficulty: Hard
Learning Objective: 10-01 What is communication; and how does this relate to organizational behaviour?
Topic: 10-01 Communication
2. Communication is the process by which information and meaning is transferred from a

____________ to a _________.
A. sender; receiver
B. receiver; sender
C. transmitter; receiver
D. transmitter; accepter
E. sender; target
Difficulty: Hard
3. Many of the activities and interactions that occur within work settings rest on the assumption
that people are able to effectively
A. Be team members
B. Calculate
C. Be punctual
D. Communicate
E. Handle financial transactions
Difficulty: Medium
4. What plays a central role in virtually all aspects of organizational behaviour?
A. Leadership
B. Change management
C. Power
D. Politics
E. Communication
Difficulty: Medium
5. Derek has noticed that his teammate has been struggling to complete his tasks. What action
can Derek take which would be considered interpersonal citizenship behaviour?
A. Provide him with more work

B. Communicate helpful information
C. Tell Derek's supervisor that Derek is not able to complete his tasks
D. Tell other colleagues that Derek is not able to complete his tasks
E. Take no action
Difficulty: Easy
6. The process by which information and meaning is transferred from a sender to a receiver is
called
A. Transmission
B. Communication
C. Sending
D. Receiving
E. Decoding
Difficulty: Easy
7. Effective communication occurs when
A. Information is sent through informal rather than formal channels

B. Information is transferred between two or more people
C. Information and meaning is transferred from a sender to a receiver
D. The sender provides the information in the hopes that the receiver understands it
E. The target of the communication is ready and willing to accept the communication
Difficulty: Medium
8. Communication plays an important role in
A. Performing routine tasks.

B. Adapting to novel situations.
C. Trying to formulate innovative ideas.
D. Performance of solitary tasks.
E. Communication plays an important role in all of these.
Difficulty: Medium
9. In the absence of communication, it would be difficult to come up with examples of how the
model of _____________ could work.
A. job satisfaction
B. stress
C. motivation
D. trust
E. communication plays an important role in all of these.
Difficulty: Medium
10. The Communication Process Model has which three components?

Difficulty: Medium
Learning Objective: 10-02 How does the communication process work?
11. According to the communication process model, which of these represents the first stage?
A. Sender encodes a message

B. Sender decodes a message
C. Understanding is used by sender to encode a message
D. Understanding is used by sender to decode a message
Difficulty: Medium
12. According to the communication process model, which of these represents the final stage?
A. Receiver encodes a message

B. Receiver decodes a message
C. Information is used by receiver to encode a message
D. Information is used by receiver to decode a message
Difficulty: Medium
13. According to the communication process model, which of these represents the central
stages?

Difficulty: Medium
14. Derek noticed that when he communicated with Tom, that Tom did not seem to understand his
A. Encoding
C. Decoding
D. Understanding by receiver
Difficulty: Hard
15. Sherry noticed that when she communicated with Sally, that Sally did not seem to understand
his message. The problem exists at what stage of the communication process model?

C. Decoding
D. Encoding
Difficulty: Hard
16. According to the communication process model, what happens immediately after the sender
encodes the message?
A. The message is sent to the receiver

E. None of these
Difficulty: Medium
17. According to the communication process model, what happens immediately after the message
is sent to the receiver?
A. The message is encoded by the sender

E. None of these
Difficulty: Medium
18. According to the communication process model, when does "decoding the message" occur?

C. After the message is transmitted
D. Before the sender encodes the message
E. Immediately after the sender encodes the message
Difficulty: Medium
19. According to the communication process model, when does "encoding the message" occur?

C. Before the message is transmitted
D. Before the sender decodes the message
E. Immediately after the receiver encodes the message
Difficulty: Medium
Sarah was frustrated again. She had thought she had been extremely clear in her instructions
to her team at Mobile Telephone System (MTS). She had told her team to ensure to provide
the royal treatment to a prospective client (Jerry) when he came into the store, as he was
looking at opening a large account with MTS to supply his entire mobile telephone needs
across Canada. This order could approach 2,000 cell phones, monthly network plans, and any
repair/maintenance required. She had even followed this up with an email! No wonder she
was shocked to learn when Jerry arrived at the store, he was left waiting in line with all of the
other random customers and when he was finally served, it was by her most junior team
member, Jeff. Unfortunately, due to Jeff's relative inexperience, he wasn't able to fully answer
Jerry's questions, and Jerry walked out the door. She really didn't know what went wrong, but
she sure knew she needed to resolve this problem!
Using the communication process model, at which stage did the communication problem
occur?

C. Decoding
D. Encoding
Difficulty: Medium
21. The exchange of information and meaning when one or more individuals are physically
present, and where communication occurs without the aid of any mediating technology is
called
Difficulty: Easy
Learning Objective: 10-03 What do face-to-face and computer-mediated communication offer?
Topic: 10-03 Face-to-Face Communication
22. A form of communication in which messages are sent and received using written and spoken
language is called
Difficulty: Easy
23. Any form of information exchange that doesn't involve spoken or written words is referred to
as
Difficulty: Easy
24. The nature of communication in ______________________ often has both verbal and
nonverbal qualities that together provide an extremely rich information source.
A. e-mail
B. face-to-face communication
C. wiki
D. Web 2.0
E. social network applications
Difficulty: Medium
25. What form of communication is considered the "gold standard of communication"?
A. E-mail
C. Wiki
D. Web 2.0
Difficulty: Medium
26. It has been estimated that the vast majority of information we process face to face is based on
__________, information not easily conveyed using computer technology.
A. e-mail communication
B. verbal cues
C. nonverbal cues
D. social networks
E. noise
Difficulty: Medium
27. A recent survey of managers around the world revealed that almost ___________ of them
said their organizations would actually be more productive if leaders communicated in person
more often.
A. 25 percent
B. 40 percent
C. 50 percent
D. 60 percent
E. 70 percent
Difficulty: Medium
28. What form of communication is the primary way organizational members communicate with
each other?
C. Videoconferencing
D. Verbal communication
E. Nonverbal communication
Difficulty: Medium
29. Verbal communication is the vehicle for which of the following organizational activities?
A. Obtaining information and knowledge

B. Storing information and knowledge
C. Transferring information and knowledge
D. All of these
E. None of these
Difficulty: Medium
30. Examples of written communication that convey how and why things are done in an
organization are
A. Written job descriptions

B. Standardized work procedures
C. Training manuals
D. Contracts
E. All of these are examples of written communication
Difficulty: Medium
31. Since it was so noisy in the ballroom, Sam decided to use hand signals to get the attention of
his staff. Sam is using what type of communication?
Difficulty: Medium
32. ___________ is probably more prevalent than ____________ in organizational settings.
A. Oral communication; written communication

B. Face-to-face communication; written communication
C. Written communication; oral communication
D. Written communication; face-to-face communication
E. Nonverbal communication; written communication
Difficulty: Hard
33. Famous management guru ____________ once said "The most important thing in
communication is hearing what isn't said."
A. Geert Hofstede
B. Mary Parker Follett
C. Frederick Taylor
D. Peter Drucker
E. B. F. Skinner
Difficulty: Medium
34. Researchers have estimated that what percentage of a message's meaning is conveyed, not
by words, but rather by body language?
A. 20-40
B. 40-60
C. 50-70
D. 60-80
E. 70-90
Difficulty: Medium
35. During face-to-face exchanges, receivers tend to see __________ as more credible,
believable, and trustworthy sources of information.
A. Verbal messages
B. Nonverbal messages
C. Written messages
D. Computer-mediated communication
E. None of these
Difficulty: Medium
36. The exchange of information and meaning using an electronic or digital medium is referred to
as
Difficulty: Easy
Topic: 10-04 Computer-Mediated Communication
37. What describes websites and applications through which users actively interact, create,
collaborate, and communicate?
A. E-mail
C. Wiki
D. Web 2.0
Difficulty: Easy
38. A popular method of exchanging written digital messages from an author to one or more
recipients is referred to as
A. E-mail
C. Wiki
D. Web 2.0
Difficulty: Easy
39. A communication medium that permits real-time, live interaction and discussion between
remote individuals or groups via satellite or Internet is called
A. E-mail
C. Wiki
D. Web 2.0
Difficulty: Easy
40. What is a highly flexible Web 2.0 application that allows people to quickly exchange verbal
information, and collaboratively solve problems, learn, manage projects, and create
knowledge?
A. E-mail
C. Wiki
D. Web 2.0
Difficulty: Easy
41. Which is not an example of a Web 2.0 environment?
A. YouTube
B. Facebook
C. Wiki
D. E-mail
E. All are examples of Web 2.0 environments
Difficulty: Medium
42. Email often lacks the same richness of information as
Difficulty: Medium
43. One study of faculty and staff within a university setting found that as the level of
A. E-mail use increased, all other forms of communication decreased.

B. E-mail use decreased, all other forms of communication decreased.
C. Videoconferencing use increased, all other forms of communication decreased.
D. Face-to-face communication decreased, all other forms of communication decreased.
E. Face-to-face communication increased, all other forms of communication decreased.
Difficulty: Hard
44. The sheer volume of e-mails being transmitted every day, contribute to
A. A lack of useful information

B. Information overload
C. Information saturation
D. Information scarcity
E. Information overkill
Difficulty: Medium
45. Which is not a way that people can manage work e-mail more efficiently?
A. Use the filing and labeling capabilities of your e-mail program

B. Use your delete button
C. Unsubscribe to websites that send regular promotional materials
D. Copying your sent messages to yourself to ensure you follow-up
E. Limit your time on e-mail
Difficulty: Medium
46. Microsoft's program "Skype" is a good example of
C. A videoconferencing program
D. An e-mail program
E. A wiki
Difficulty: Medium
47. David wanted to post his profile on a professional website to help him find a new job. He
decided on LinkedIn for this purpose. Which type of communication did he choose?
A. E-mail
C. Wiki
D. Web 2.0
Difficulty: Medium
48. Videoconferencing tends to be less effective for tasks that require more "communication
bandwidth", such as
A. Bargaining
B. Conflict resolution
C. Negotiation
D. Getting to know people
E. All of these
Difficulty: Medium
49. LinkedIn is a business-oriented social network service used to help users
A. Find jobs
B. Find people who have similar educational backgrounds or career interests
C. Follow companies where they might want to work
D. Find business opportunities
Difficulty: Medium
to her team at Mobile Telephone System (MTS). She had verbally told her team to ensure to
provide the royal treatment to a prospective client (Jerry) when he came into the store, as he
was looking at opening a large account with MTS to supply his entire mobile telephone needs
What forms of communication did Sarah use to instruct her team?
A. Face-to-face communication
B. Verbal communication
C. Nonverbal communication
D. E-mail communication
Difficulty: Medium
51. The ability of communicators to encode and interpret messages is called
A. Communicator ability
B. Communicator competence
C. Communicator talent
D. Communicator traits
Difficulty: Easy
Learning Objective: 10-04 What are some of the more important issues that can affect the communication process?
Topic: 10-05 The Communication Process: Potential Issues
52. Disturbing or distracting stimuli that block or interfere with the transmission of a message is
referred to as
A. Lack of communicator competence

B. Lack of information richness
C. Gender differences
D. Noise
E. Distractions
Difficulty: Easy
53. The amount and depth of the information transmitted in a message is called
A. Information sufficiency
B. Information compliance
D. Information detail
E. Information applicability
Difficulty: Easy
54. Different ways men and women tend to process and interpret information and communicate
with others is called
C. Noise
D. Privacy
Difficulty: Easy
55. A state in which individuals can express themselves freely without being observed, recorded,
or disturbed by other, unauthorized individuals or groups is called
C. Noise
D. Privacy
Difficulty: Easy
C. Noise
D. Privacy
Difficulty: Medium
57. Raj is a newcomer to Canada, and English is not his first language. As a result, Raj was
frustrated when he could not get the waiter at the restaurant to understand his dinner order.
What type of communication issue is most likely the problem?
C. Noise
D. Privacy
Difficulty: Medium
58. Nancy was horrified to find out that the pictures she posted of herself to her Facebook page
were being used by an unknown person in a on-line dating scam. What type of communication
issue is she experiencing?
C. Noise
D. Privacy
Difficulty: Medium
59. Of the communication types, which is particularly sensitive to the presence or absence of
noise?
Difficulty: Medium
60. Messages transmitted through what channel have the highest level of information richness?
A. E-mail communication
C. Wiki
D. Web 2.0
Difficulty: Medium
61. A message with a ____________ level of information richness is a personal written note.
A. high
B. moderate
C. low
D. weak
E. strong
Difficulty: Medium
62. Higher levels of information richness are preferable to lower levels when
A. The situation or task at hand is complex or difficult to understand

B. The situation or task at hand is simple and straightforward
C. The situation or task at hand is moderately difficult
D. The situation or task at hand is easy
E. The situation or task at hand is contradictory
Difficulty: Medium
63. Men tend to use a style of communication that helps them achieve and maintain
A. Status, power, and relationships.

B. Status, independence, and relationships.
C. Independence, relationships, and power.
D. Power, politics, and independence.
E. Power, status, and independence.
Difficulty: Medium
64. Which is not an example of a way that women use communication to build rapport?
A. Saying something constructive and positive to a team member before saying something
critical
B. Being subtle and indirect when sending messages to others
C. Taking credit for something good they have done
D. Asking for help or feedback
E. Using compliments to build relationships
Difficulty: Medium
65. Which is not a recommendation by the privacy commissioners across the country to protect
your privacy and avoid embarrassment?
A. Never expect privacy

B. Before you join a site and post your profile, find out if you can join an open network
C. Choose the highest and most restrictive security settings possible
D. Take a second to think about what you're posting about yourself and friends
E. Keep in mind that even sites with extensive privacy options may be required to make your
personal information available to certain authorized persons
Difficulty: Hard
What potential issues did Sarah's communication have?
A. Communicator competence
B. Noise
D. Gender differences
E. All of these could be correct
Difficulty: Medium
67. Which is not a characteristic of a good communicator?
A. Good communicators have mastered both the sending and receiving sides of the
communication process
B. Good communicators are able to understand the message without needing clarification or
feedback
C. Good communicators are able to craft and deliver meaning using channels that your
intended target will be able to process and understand
D. Good communicators are effective listeners
E. Good communicators are able to use their skills to discern and resolve difficulties related to
body language
Difficulty: Hard
Topic: 10-06 Summary: What Does It Mean to Be a "Good Communicator"?
68. Communication that flows from the top to the bottom of the vertical channel is called
E. Formal networks
Difficulty: Easy
Learning Objective: 10-05 How does information flow within organizations?
Topic: 10-08 Formal Communication
69. Communication that flows from the bottom to the top of the vertical channel is called
E. Formal networks
Difficulty: Easy
70. Communication that flows along members of work groups, teams, or functional units who
reside at the same level in the organization is referred to as
E. Formal networks
Difficulty: Easy
71. Some formal communication occurs through ____________ whereas some occurs through
___________.
A. downward communication; upward communication

B. downward communication; horizontal communication
C. upward communication; horizontal communication
D. vertical channels; horizontal channels
E. grapevine; rumours
Difficulty: Hard
72. Downward communication is notoriously slow because of
A. Filtering decisions at each level

B. People ignoring messages
C. Passing along too much information
D. People discounting messages
E. People don't know what to say
Difficulty: Medium
73. What is not a purpose of upward communication?
A. Managers at higher levels are informed about relevant activities and outcomes at lower
levels.
B. Managers at higher levels are informed about unsolved work problems.
C. Managers at higher levels are informed about suggestions for improvements.
D. Managers at higher levels are informed about how subordinates feel about their jobs.
E. All are purposes of upward communication.
Difficulty: Medium
What form of formal communication did Sarah use to convey her instructions?
D. Grapevine
E. Rumours
Difficulty: Medium
75. A communication network in which any member can send and receive messages from any
other is called

Difficulty: Easy
Topic: 10-09 Formal Networks
76. A communication network in which members can send and receive messages from individuals
who are immediately adjacent to them are called

Difficulty: Easy
77. A Y network structure is
other
B. A communication network in which members can send and receive messages from
individuals who are immediately adjacent to them
C. A communication network in which information is passed from member to member, from
one end of the chain to another
D. A communication network in which one member controls the flow of information between
one set of members and another
single member
Difficulty: Medium
78. A wheel network structure is
other
B. A communication network in which members can send and receive messages from
individuals who are immediately adjacent to them
C. A communication network in which information is passed from member to member, from
one end of the chain to another
D. A communication network in which one member controls the flow of information between
one set of members and another
single member
Difficulty: Medium
79. The all-channel structure is an example of what type of communication structure?
D. Informal communication network
E. Formal communication network
Difficulty: Medium
80. Student teams typically use this type of communication structure.

Difficulty: Medium
81. This type of communication structure is fairly typical in hierarchical organizational structures.

Difficulty: Medium
What form of formal networks most closely reflects what Sarah used to convey her
instructions?

Difficulty: Medium
83. The primary informal communication network within an organization is called
A. Grapevine
B. Rumours
E. Gossip
Difficulty: Easy
Topic: 10-10 Informal Communication Networks
84. Rumours about other people are called
A. Grapevine
B. Lies
E. Gossip
Difficulty: Easy
85. Gossip is
A. Spontaneous and emergent patterns of communication that result from the choices
individuals make on their own
B. The primary informal communication network within an organization
C. Messages that travel along the grapevine that lack evident as to their truth or validity
D. Rumours about other people
E. None are correct
Difficulty: Easy
86. Information in the grapevine have a relative accuracy of approximately _________.
A. 25 percent
B. 40 percent
C. 50 percent
D. 65 percent
E. 75 percent
Difficulty: Medium
What form of informal communication did Sarah use to convey her instructions?
A. Informal communication networks

B. Grapevine
C. Rumours
D. Gossip
E. None are correct
Difficulty: Medium
88. A form of downward communication in which the supervisor provides information to a

subordinate about his or her job performance is called
A. Formal communication
B. Informal communication
D. Chain communication
E. Subordinate feedback
Difficulty: Easy
Learning Objective: 10-06 How does communication affect job performance and organizational commitment?
Topic: 10-11 How Important is Communication?
89. Overall, supervisor feedback to employees has a _____________ effect on job performance.
A. relatively strong positive

C. weak positive
Difficulty: Medium
90. Overall, supervisor feedback to employees has a _____________ effect on organizational

commitment.
A. strong positive
C. weak positive
Difficulty: Medium
A. Normative commitment and continuance commitment

B. Normative commitment and affective commitment
C. Effective commitment and normative commitment
D. Continuance commitment and affective commitment
E. None of the answers are correct
Difficulty: Medium
A. Normative commitment
B. Affective commitment
C. Continuance commitment
D. Effective commitment
E. Loyalty commitment
Difficulty: Medium
93. A conversation initiated by one or more persons to gather information and evaluate the
qualifications of the applicant for a job is called
A. Job interview
B. Performance evaluation
D. Subordinate feedback
E. Performance appraisal
Difficulty: Easy
Learning Objective: 10-07 What can people do to facilitate effective communication during the job interview?
Topic: 10-12 Application: Interviewing
94. The extent to which the selection procedure is free from random error is referred to as
D. Reliability
E. Validity
Difficulty: Easy
95. The extent to which the selection procedure predicts future job performance is referred to as
D. Reliability
E. Validity
Difficulty: Easy
96. Job applicants assume the role of

B. Senders
C. Receivers
D. Decoders
E. Encoders
Difficulty: Medium
97. Interviewers assume the role of

B. Senders
C. Receivers
D. Decoders
E. Encoders
Difficulty: Medium
98. What improves when interview conversations are structured rather than unstructured?
C. Reliability and predictive validity
D. Reliability
E. Validity
Difficulty: Medium
99. Which type of interviews have been shown to effectively incorporate structure and job
relevance?
B. Situational
C. Structured
D. Unstructured
Difficulty: Medium
100. In what type of interviewing do interviewers present several realistic job scenarios that each
involve a dilemma that needs to be resolved?
B. Situational
C. Structured
D. Unstructured
Difficulty: Medium
101. Which is not an example of body language?
A. Eye contact
B. Head movement
C. Smiling
D. Verbal responses
E. Body posture
Difficulty: Medium
102. Research shows that interviewers will often use body language to make inferences about a
candidate's
A. Motivation
B. Sociability
C. Self-confidence
D. Assertiveness
Difficulty: Medium
103. Interview expert Dr. Ronald Riggio has suggested that in the category of interest, you should
A. Make eye contact

B. Be attentive
C. Lean forward slightly
D. Not look bored
Difficulty: Medium
104. Communication is defined as the process by which information and data are transferred from a
FALSE
Difficulty: Medium
105. The performance of all tasks, except solitary tasks, will at some point have to communicate
with clients and suppliers so that coordination can occur.
FALSE
Difficulty: Medium
106. Generally speaking, senders may use verbal and written language, and nonverbal language
and cues, to encode the information into a message.
TRUE
Difficulty: Medium
107. An encoded message is transmitted to a receiver, who needs to interpret or decode the
message to form an understanding of the information it contains.
TRUE
Difficulty: Medium
108. The communication process model includes encoding a message, decoding a message, and
taking action.
FALSE
Difficulty: Medium
109. Waving your arm up and down to convey the idea that your team members need to work faster
is an example of an encoded message.
TRUE
Difficulty: Medium
110. Oral communication is probably more prevalent than written communication.
TRUE
Difficulty: Medium
111. Face-to-face communication can be either written or oral.
TRUE
Difficulty: Medium
112. We tend to evaluate and judge the quality of our relations on the basis of verbal instead of
nonverbal cues.
FALSE
Difficulty: Medium
113. Almost every gesture involving fingers is sure to offend someone, somewhere, sometime.
TRUE
Difficulty: Medium
114. As e-mail conversations eliminate the need for casual face-to-face interactions, this leaves
employees feeling more connected with each other.
FALSE
Difficulty: Medium
115. A wiki in corporate settings are explicitly controlled by one or more "owners."
TRUE
Difficulty: Medium

communicator competence.
TRUE
Difficulty: Medium
117. Depending on how the message is transmitted, noise only takes one form.
FALSE
Difficulty: Medium
118. High levels of information richness are always preferable to lower levels.
FALSE
Difficulty: Medium
119. Gender differences in communication style can be serious.
TRUE
Difficulty: Medium
120. To be effective communicators, people need to be aware of gender differences in

communication, and be ready to adapt their natural communication style to fit the demands of
the situation.
TRUE
Difficulty: Medium
121. Noise is anything that interferes with the transmission of a message.
TRUE
Difficulty: Medium
122. Technology improves the communication process.
FALSE
Difficulty: Medium
123. Social media reduces an individual's perceived cost of expressing their ideas and opinions.
TRUE
Difficulty: Medium
124. Official vertical and horizontal communication channels are necessary for coordination as an
organization grows and its tasks become more complex and interdependent.
TRUE
Difficulty: Medium
125. When work is simple and straightforward, a decentralized communication structure tends to
result in faster solutions with fewer mistakes.
FALSE
Difficulty: Medium
126. In the Y network and chain network structure information tends to flow through a single
member.
FALSE
Difficulty: Medium
127. Informal communication networks are quite small, involving relatively few people.
FALSE
Difficulty: Medium
128. Information travels very fast in informal communication networks.
TRUE
Difficulty: Medium
129. It is easy to trace the source of the messages transmitted through the grapevine.
FALSE
Difficulty: Medium
130. There is a strong positive effect of supervisor feedback on job performance.
FALSE
Difficulty: Medium
131. There is a strong positive effect of supervisor feedback on organizational commitment.
TRUE
Difficulty: Medium
affective and continuance commitment.
FALSE
Difficulty: Medium
continuance commitment.
FALSE
Difficulty: Medium
normative commitment.
FALSE
Difficulty: Medium
135. Behavioural description and situational interviews have been shown to be reliable and valid
predictors of job success.
TRUE
Difficulty: Medium
136. Reliability and predictive validity improves when interviews are unstructured rather than
structured.
FALSE
Difficulty: Medium
137. Nonverbal behaviours exhibited during the job interview play a role in applicant assessment.
TRUE
Difficulty: Medium
138. Interview expert Dr. Ronald Riggio has suggested that in the category of expressiveness,
applicants need to try to exhibit positive energy and emotion.
TRUE
Difficulty: Medium
139. Interview expert Dr. Ronald Riggio has suggested that in the category of poise, applicants
need to try to ensure they don't yawn.
FALSE
Difficulty: Medium
140. Explain the relationship between communication and performance management.
The whole concept of performance management rests largely on measurement, feedback, and
management - three processes that could not occur without communication.

Difficulty: Medium
141. Briefly describe the Communication Process Model.
Please see Figure 10-1 in the text.

On the left side is the source or sender of information. In a team that manufactures steel
engine parts, for example, the sender might be one team member who wants to share
information with another. More specifically, the sender might want to let the other person know
that the team has to work more quickly to reach a difficult performance goal. Generally
speaking, senders may use verbal and written language, and nonverbal language and cues, to
encode the information into a message. Continuing with our example, the sender may choose
to quickly wave an arm up and down to convey the idea that the team needs to work faster.
This encoded message is transmitted to a receiver, who needs to interpret or decode the
message to form an understanding of the information it contains. In our example, the message
is transmitted visually because the members are working face to face, but messages can be
transmitted in written form, electronically, or even indirectly through other individuals. With this
basic model of communication in mind, we can begin to understand the various factors that
influence this process, and, in doing so, determine what it means to be a good communicator.

Difficulty: Medium
142. Compare verbal and nonverbal communication. In your response, clearly show you
understand the difference between the two, and for each, provide an example of that type of
communication.
Verbal communication is a form of communication in which messages are sent and received
using written and spoken language. Nonverbal communication is any form of information
exchange that doesn't involve spoken or written words. An example of verbal communication
is reading, writing, speaking or listening. Nonverbal communication could be body language,
such as smiling, eye contact, firmness of handshake, etc.

Difficulty: Medium
143. Provide four types of computer-mediated communication, providing a description of each
type.
There are various forms of computer-mediated communication including:
Web 2.0 - describes websites and applications through which users actively interact, create,
collaborate and communicate
Examples are e-mail, videoconferencing, corporate wikis, and social network applications.
E-mail is a popular method of exchanging written digital messages from an author to one or
more recipients.
Videoconferencing is a communication medium that permits real-time, live interaction and
discussion between remote individuals or groups via satellite or Internet.
Corporate wikis are highly flexible Web 2.0 application that allows people to quickly exchange
verbal information, and collaboratively solve problems, learn, manage projects, and create
knowledge.
Examples of social network applications are LinkedIn, Achievers, and Connections.

Difficulty: Medium
144. Provide an example of 5 potential issues associated with the communication process.
The five potential issues indicated in the text are communicator competence, noise,
information richness, gender differences, and privacy.
Student examples will vary.

Difficulty: Medium
145. There has been much discussion related to communication and privacy. Discuss your
concerns regarding these concepts.
Student responses will vary.
Given that more and more of our daily communication activities are channelled through e-mail,
text messages, or social networking applications, it is reasonable to wonder, "How much of
this is private? Are there conditions or limits on privacy?" To address these concerns, the
federal and provincial governments have revised, or are in the process of revising, laws and
commissions to regulate how personal information is collected, used, and disclosed. The
question of privacy becomes more complex when we consider communication within a work
setting—and especially computer-mediated communication. Can employers or prospective
employers access your personal social networking sites, and use this information to make
decisions that affect you? The short answer is yes. To lay down ground rules for these
activities, it is very typical for companies to have a clear privacy policy that defines how
employee information is handled How might these concerns about privacy and reputation
affect the communication process? To answer this question, consider that the Internet has
always been a place where anonymity reigns supreme. It is commonplace for individuals to
join websites and post comments (e.g., blogs and online newspapers) under opaque
usernames and fictitious profiles. That anonymity encourages users to say virtually anything
and in any way (even if rude, impolite, and uncivil). Do you think those same users would
communicate the same way if they had to use their real names and provide valid contact
information? The answer should be obvious. In a context of increased accountability and
control, messages sent via computer-mediated communication channels may be more
guarded than those sent face to face. But the downside is that this mindset may undermine
creative expression and innovation, as communicators seek to reduce personal risk.

Difficulty: Medium
146. What can you do to protect yourself and avoid embarrassment regarding communication
privacy?
Please refer to OB for Students in the text.

Various information and privacy commissioners across the country (look up the Federal
Privacy Commissioner's office or your provincial counterpart's website) recommend the
following:
• Never expect absolute privacy. Know what you're getting into by reading the privacy
statement and policies. Many sites allow all registered users to view all the information you
post on your site with no exceptions.
• Before you join a site and post your profile, find out if you can join a closed network, where
only those with an email address from your school can register, for example. Find out if the
site allows others to see your profile without your consent.
• Choose the highest and most restrictive security setting available and do not give out
information like your birthday, full name, phone number, social insurance number, or address.
• Take a second to think about what you're posting about yourself and your friends. Is it
something you would post if your professor, boss, kid sister, or arch-rival were standing right
behind you? Even though we tend to think of our personal sites as private, in reality many can
be seen by just about anyone. Is there information about you that is embarrassing or that
fraudsters could use? Also, remember that what you post may be online forever.
• Keep in mind that even sites with extensive privacy options may be required to make your
personal information available to certain authorized persons, including law enforcement
agencies.

Difficulty: Medium
147. Formal networks include five network structures. Identify and describe each of these network
structures.
Please see Figure 10-4 in the text, and related definitions.

The five network structures are all-channel network structure, circle network structure, chain
network structure, Y network structure, and wheel network structure.

Difficulty: Medium
148. The textbook identifies three informal communication networks. Describe the three types of
informal communication networks. In your response, also indicate which of the three networks
is the primary informal communication network within an organization.
The three informal communication networks are the grapevine, rumours, and gossip. The
grapevine is the primary informal communication network in organizations.
Rumours are messages that travel along the grapevine that lack evidence as to their truth and
validity. Gossip are rumours about people.

Difficulty: Medium
149. Describe the relationship between supervisor feedback and job performance.

Overall, Supervisor Feedback to employees has a weak positive effect on Job Performance.
Research has found that the strength of this relation depends on the nature and source of the
feedback, the complexity of the tasks, and whether feedback is combined with other
performance management interventions (e.g., goal setting).

Difficulty: Medium
150. Describe the relationship between supervisor feedback and organizational commitment.

Overall, Supervisor Feedback to employees has a strong positive effect on Organizational
Commitment. These relations are stronger for affective and normative commitment, and
weaker for continuance commitment.

Difficulty: Medium
151. Compare and contrast behavioural description and situational interviews.
Two types of interviews, behavioural description and situational, have been shown to
effectively incorporate structure and job relevance. In behavioural description interviewing,
applicants are told about important job attributes of the role they are applying for (e.g.,
effective teamwork, sharing leadership, dealing effectively with customer complaints), and then
asked to reflect upon their past work experience and describe behaviours that demonstrate
the attribute in question (e.g., effective teamwork, sharing leadership, dealing effectively with
customer complaints). Applicants are asked to structure their answers in the following way: (1)
describe the circumstances that led up to the behaviours, (2) describe what was done (i.e., the
behaviour), (3) describe the consequences of the behaviour for the team and organization,
and (4) provide the name of someone who can verify the information. Rather than probe past
behaviours, situational interviews look to the future. Interviewers who opt for a situational
approach present several realistic job scenarios that each involve a dilemma that needs to be
resolved (e.g., the scenario description reveals tension between the need to maintain
production with the need to maintain safety). Applicants are asked to reflect upon the problem
and express their true intentions in this situation (i.e., "What would you do?"). These
responses are then evaluated according to a scoring guide previously developed for the
particular job context. Both interview formats have been shown to be reliable and to be valid
predictors of job success, and both have been found superior to unstructured interviews.

Difficulty: Hard
Chapter 10 Summary
Category # of Questions
Accessibility: Keyboard Navigation 140
Colquitt - Chapter 10 151
Difficulty: Easy 27
Difficulty: Hard 10
Difficulty: Medium 114
Learning Objective: 10-01 What is communication; and how does this relate to organizational behaviour? 12
Learning Objective: 10-02 How does the communication process work? 16
Learning Objective: 10-03 What do face-to-face and computer-mediated communication offer? 38
Learning Objective: 10- 28
04 What are some of the more important issues that can affect the communication process?
Learning Objective: 10-05 How does information flow within organizations? 28
Learning Objective: 10- 12
06 How does communication affect job performance and organizational commitment?
Learning Objective: 10-07 What can people do to facilitate effective communication during the job interview? 17
Topic: 10-01 Communication 28
Topic: 10-03 Face-to-Face Communication 21
Topic: 10-04 Computer-Mediated Communication 18
Topic: 10-05 The Communication Process: Potential Issues 25
Topic: 10-06 Summary: What Does It Mean to Be a "Good Communicator"? 3
Topic: 10-08 Formal Communication 8
Topic: 10-09 Formal Networks 11
Topic: 10-10 Informal Communication Networks 9
Topic: 10-11 How Important is Communication? 12
Topic: 10-12 Application: Interviewing 17
Another random document with
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The Project Gutenberg eBook of The adventuress
This ebook is for the use of anyone anywhere in the United States
and most other parts of the world at no cost and with almost no
restrictions whatsoever. You may copy it, give it away or re-use it
under the terms of the Project Gutenberg License included with this
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you are located before using this eBook.
Title: The adventuress

A Craig Kennedy detective story
Author: Arthur B. Reeve
Illustrator: Will Foster
Release date: April 17, 2024 [eBook #73414]
Language: English
Original publication: New York: Harper & Brothers, 1917
Credits: Carol Brown, Tim Lindell and the Online Distributed

Proofreading Team at https://www.pgdp.net (This book was
produced from images made available by the HathiTrust
Digital Library.)
*** START OF THE PROJECT GUTENBERG EBOOK THE

ADVENTURESS ***
THE ADVENTURESS
Books by
ARTHUR B. REEVE
Craig Kennedy Detective Stories
the adventuress
the treasure-train
the silent bullet
the poisoned pen
the dream doctor
the exploits of elaine
the romance of elaine
the ear in the wall
the war terror
gold of the gods
the social gangster
Other Detective Stories
guy garrick
constance dunlap
harper & brothers, new york

[Established 1817]
craig kennedy in his laboratory
THE
ADVENTURESS
A CRAIG KENNEDY DETECTIVE STORY
BY
ARTHUR B. REEVE
author of
“The Treasure Train” and other Craig
Kennedy Scientific Detective Stories
FRONTISPIECE BY
WILL FOSTER
HARPER & BROTHERS PUBLISHERS

NEW YORK AND LONDON
The Adventuress
Copyright, 1917, by Harper & Brothers

Printed in the United States of America
Published November, 1917
CONTENTS
CHAP. PAGE
I. The Mystery of the “Sybarite” 1
II. The Secret Service 15
III. The Cabaret Dancer 31
IV. The Burglar’s Microphone 44
V. The White Light Café 55
VI. The Poison Gas 69
VII. The Divorce Detective 80
VIII. The Pulmotor 97
IX. The Trailing of Paquita 109
X. The Detectaphone Detector 124
XI. The Frame-up 135
XII. The Eavesdroppers 149
XIII. The Serpent’s Tooth 160
XIV. The Geophone 171
XV. The Night of Terror 183
XVI. The Invisible Ink 196
XVII. The Cipher Letter 211
XVIII. The Radio Detective 226
XIX. The Wireless Wiretapper 242
XX. The Speed Demon 256
XXI. The Submarine Ear 270
XXII. The Telautomaton 285
XXIII. The Curb Market 300
XXIV. The Phantom Circuit 315
XXV. The Adventuress 329
THE ADVENTURESS
THE ADVENTURESS
I
THE MYSTERY OF THE “SYBARITE”

A revolver-shot followed by the crash of glass sounded in our hall.
At the same instant the laboratory door burst open and an elderly,
distinguished-looking man stumbled in on us, his hat now off, his
coat and collar awry, his hair rumpled, and his face wearing a dazed,
uncertain expression, as though he did not yet comprehend what
had so suddenly taken place.
“My God!” he exclaimed, gazing about in a vain effort to restore
his dignity and equilibrium. “What was that? I hardly had my hand on
the knob when it happened.”
A glance was enough to assure Kennedy that the man was
unhurt, except for the shock, and in a moment he dashed out into the
hall.
The front door of the Chemistry Building had been shattered by a
revolver-shot. But not even the trace of a skulking figure could be
seen on the campus. Pursuit was useless. There was, apparently, no
one to pursue.
Pale and agitated still, the man sank limply into a chair as I forced
a stimulant into his trembling lips.
Kennedy closed the door and stood there a moment, a look of
inquiry on his face, but without a word.
“Some one—must have—shadowed me—all the way,” gasped the
man as he gulped hard, “must have seen me come in—tried to shoot
me before I had a chance to tell you my story.”
It was some minutes before our strange visitor regained his poise,
and Craig refrained from questioning him, though I was consumed
with curiosity to know the reason of his sudden entrance.
When at last he did speak, his first words were so different from
anything I had expected that I could hardly believe him to be the
same person. In spite of his nervousness, his tone was that of a
hard, practical man of business.
“I suppose you know something of Maddox Munitions,
Incorporated?” he inquired, somewhat brusquely.
I did not quite understand a man who could be himself so soon
after an episode such as he had been through, nor do I think
Kennedy did, either.
“I have no interest in ‘war brides,’” returned Craig, coldly.
“Nor have I—as such,” the man agreed, apparently rather pleased
than otherwise at the stand-off attitude Kennedy had assumed. “But I
happen to be Maxwell Hastings, attorney for Marshall Maddox, who
was—”
Kennedy wheeled about suddenly, interrupting. “Whose body was
found floating in Westport Bay this morning. Yes, Mr. Jameson and I
have read the little five-line despatch in the papers this morning. I
thought there was something back of it.”
As for me, I was even more excited now than Kennedy and I
could see a smile of satisfaction flit over the face of Hastings. In a
few sentences the clever lawyer had extracted from us what others
took all manner of time and art to discover. He knew that we were
interested, that he could depend on Kennedy’s taking the case.
Kennedy and I exchanged a significant glance. We had discussed
the thing cursorily at the breakfast-table as we did any odd bit of
news that interested us.
Already I knew, or fancied I knew, something of the affair. For it
was at the time when explosions in munitions plants had furnished
many thrilling chapters of news.
All the explosions had not been confined to the plants, however.
There had been and still were going on explosions less sanguinary
but quite as interesting in the Maddox family itself.
There was a hundred million dollars as the apple of discord, and a
most deadly feud had divided the heirs. Together they had made
money so fast that one might think they would not feel even
annoyance over a stray million here and there. But, as so often
happens, jealousy had crept in. Sudden wealth seemed to have
turned the heads of the whole family. Marshall Maddox was reported
to have been making efforts to oust the others and make himself
master of the big concern.
“Maddox had had some trouble with his wife, hadn’t he?” I asked,
recalling scattered paragraphs lately in the papers.
Hastings nodded. “They were separated. That, too, was part of
the family disagreement. His sister, Frances, took the part of his wife,
Irene, I believe.”
Hastings considered a moment, as though debating how far he
should go in exposing the private affairs of his client, then caught the
eye of Kennedy, and seemed to realize that as long as he had called
Craig into the case he must be frank, at least with us.
“At the Westport Harbor House,” he added, deliberately, “we know
that there was a little Mexican dancer, Paquita. Perhaps you have
heard of her on the stage and in the cabarets of New York. Marshall
Maddox knew her in the city.”
He paused. Evidently he had something more to say and was
considering the best way to say it.
Finally Hastings leaned over and whispered, “We know, too, that
Shelby Maddox, his brother, had met Paquita at the Harbor House
just before the family conference which brought them all together.”
It was evident that, at least to Hastings, there was something in
the affair that looked ugly to him as far as Shelby was concerned.
“It’s not at all strange,” he added, “that two men as unlike as
Marshall and Shelby should disagree. Marshall was the dominating
type, eager for power; Shelby easy-going, more interested in having
a good time. In this affair of Paquita—whatever it amounted to—I’m
not at all surprised at Shelby. He is younger than Marshall was—and
inclined to be a sport. Still, there was a vein of susceptibility in
Marshall, too. There must have been.”
Hastings paused. Human frailties were out of his ken as a lawyer.
Property he understood; passions, no. With him the law had been a
jealous mistress and had brooked no rival.
“It was on Shelby’s yacht, the Sybarite, was it not, that the tragedy
occurred?” ventured Kennedy.
It was a leading question and Hastings knew it. He drew in a long,
contemplative breath as he decided whether he should consent to be
led.
“Yes—and no,” he answered, finally. “They were there on the
yacht, of course, to agree to disagree and to divide the family
fortune. Shelby Maddox went to Westport on the yacht, and it was so
hot at the Harbor House that they decided to hold the conference on
the Sybarite. Marshall Maddox and I had motored out from town. The
sister, Frances, and her husband, Johnson Walcott, live on the other
side of the island. They motored over, also bringing with them
Johnson Walcott’s sister, Winifred, who stayed at the Harbor House.
Johnson Walcott himself went ashore from the yacht early in the
evening, having to go to the city on business. That was all right, for
there was Bruce, the lawyer who represented Frances Maddox—I
mean Mrs. Walcott, of course. You see, I’ve known the family so long
that I often forget that she is married. Shelby had his lawyer, also,
Mr. Harvey. That was the party. As for the tragedy, I can’t say that we
know positively that it took place on the yacht. No. We don’t know
anything.”
“Don’t know anything?” hastened Kennedy. “How’s that? Wasn’t
the conference amicable?”
“Well,” temporized Hastings, “I can’t say that it was especially.
The division was made. Marshall won control of the company—or at
least would have done so if the terms agreed on had been signed in
the morning. He agreed to form a syndicate to buy the others out,
and the price at which the stock was to be sold was fixed.”
“But did they dispute about anything?” persisted Kennedy, seeing
how the lawyer had evaded his question.
Hastings seemed rather to appreciate the insistence than to be
annoyed by it. So far, I could see that the great corporation lawyer
was taking Kennedy’s measure quite as much as Craig was doing
the same by him.
“Yes,” he answered, “there was one thing that occasioned more
dispute than anything else. Maddox Munitions have purchased a
wonderful new war invention, the telautomaton—wireless control of
submarines, torpedoes, ships, vehicles, aeroplanes, everything,—
the last word in the new science of telautomatics.”
An exclamation of surprise escaped Kennedy. Often he and I had
discussed the subject and he had even done some work on it.
“Of course,” resumed Hastings, “we have had to acquire certain
rights and the basic, pioneer patents are not ours. But the manner in
which this telautomaton has been perfected over everything yet
devised by inventors renders it the most valuable single piece of
property we have. At last we have an efficient electric arm that we
can stretch out through space to do our work and fight our battles.
Our system will revolutionize industry as well as warfare.”
It was not difficult to catch the enthusiasm which Hastings showed
over the telautomaton. There was something fascinating about the
very idea.
Kennedy, however, shook his head gravely. “Too big a secret to
be in the hands of a corporation,” he objected. “In warfare it should
only be possessed by the Government, and in industry it is—well, it
is a public service in itself. So that went to Marshall Maddox also?”
Hastings nodded.
“There will be trouble over that,” warned Kennedy. “Mark my
words. It is too big a secret.” For a moment he pondered, then
changed the subject. “What happened after the conference?”
“It was so late when we finished,” continued Hastings, “and there
were still some minor details to be cleared up in the morning. We all
decided to stay on the yacht rather than go ashore to the Harbor
House. The Sybarite is a large yacht, and we each had a cabin, so
that we all turned in. There wasn’t much sociability in a crowd like
that to keep them up later than was necessary.”
“Yes,” prompted Kennedy as Hastings paused. “Marshall Maddox
seemed all right when he retired?”
“Perfectly. I went into his cabin and we chatted a few moments
before I went to mine, planning some steps we would take in the
morning to clear things up, especially to release all claims on the
telautomaton. I remember that Maddox seemed in very good spirits
over the way things had been going, though very tired. To my mind,
that removes the possibility of its having been suicide.”
“Nothing is impossible until it is proved so,” corrected Kennedy.
“Go on. Tell me how it was discovered.”
“I slept later than usual,” replied Hastings, seeking to get
everything in order. “The first thing I heard was Shelby’s Jap, Mito,
rapping on all the doors to make sure that we were awake. We had
agreed to that. Well, we gathered on the deck, all except Mr.
Maddox. We waited, no one thinking much about it except myself. I
can’t say why it was, but I felt uneasy. Mr. Maddox had always been
so punctual and I had known him so long. It was not like him to be
the last on an occasion like this.
“Finally some one, I think it was Shelby, suggested that inasmuch
as I was in a sense his representative, I might go and hurry him up. I
was only too glad to go. I walked forward to the cabin he occupied
and rapped on the door. No answer. I tried the handle. To my
surprise it turned and I pushed the door open.”
“Don’t stop,” urged Kennedy, eagerly. “What did you see?”
“Nothing,” replied Hastings. “There was nothing there. The bed
had been slept in. But Mr. Maddox was gone!”
“How about his clothes?”
“Just as he had left them.”
“What did you do next?”
“I shouted an alarm and they all came running to me. Shelby
called the crew, Mito, the steward, every one. We questioned them
all. No one had seen or heard anything out of the way.”
“At least that’s what everybody said,” observed Craig. “What
then?”
“No one knew what to do. Just about that time, however, we
heard a horn on a small boat tooting shrilly, as though for help. It was
an oysterman on his way to the oyster beds. His kicker had stopped
and he was signaling, apparently for help. I don’t know why it was,
but Mrs. Walcott must have thought something was wrong. Even
before one of the crew could find out what was the matter she picked
up a marine glass lying on a wicker chair.
“‘It—it’s a body!’ she cried, dropping the glasses to the deck.
“That was enough for us. Like a flash it went through my mind that
it could be no other than Mr. Maddox.”
“What did you do then?”
“The most natural thing. We did not wait for the oysterman to
come to us. We piled into one of Shelby’s tenders and went to him.
Sure enough, the oysterman had found the body, floating in the bay.”
There was a trace of a tear in Hastings’s eye, and his voice
faltered a bit. I rather liked him better for it. Except for fear at the
revolver-shot, I had almost begun to think him devoid of feeling.
“So far as we could see,” he resumed, as though ashamed to
show weakness even over one whom he had known so long, “there
was nothing to show whether he might not have got up, fallen
overboard in some way, and have been drowned, or might have
been the victim of foul play—except one thing.”
“What was that?” inquired Kennedy, eagerly.
“Maddox and I had taken out with us, in a brief-case which he
carried, the plans of the telautomaton. The model is in the
company’s safe here in New York. This morning when we went back
to Maddox’s room I found that the brief-case was missing. The plans
are gone! You were right. There has been trouble over them.”
Kennedy eyed Hastings keenly. “You found nothing in the room
that would give a hint?”
“I didn’t look,” returned Hastings. “I sealed the door and window—
or port-hole—whatever you call it—had them locked and placed a
wax seal bearing the impression of my ring, so that if it is broken, I
will know by whom. Everything there is just as it was. I wanted it that
way, for I had heard of you, and determined to come to town myself
and get you.”
“The body?”
“I had the oysterman take it to an undertaking establishment in
the town so that we would have witnesses of everything that
happened after its discovery.”
“Did any of them suggest a theory?” asked Kennedy, after a
moment’s thought. “Or say anything?”
Hastings nodded negatively. “I think we were all too busy
watching one another to talk,” he ventured. “I was the only one who
acted, and they let me go ahead. Perhaps none of them dared stop
me.”
“You don’t mean that there was a conspiracy?” I put in.
“Oh no,” smiled Hastings, indulgently. “They could never have
agreed long enough, even against Marshall Maddox, to conspire.
No, indeed. I mean that if one had objected, he would immediately
have laid himself open to suspicion from the rest. We all went ashore
together. And now I must get back to Westport immediately. I’m not
even going to take time to go down to the office. Kennedy, will you
come?”
“An unnecessary question,” returned Craig, rising. “A mystery like
this is the breath of my life. You could scarcely keep me away.”
“Thank you,” said Hastings. “You won’t regret it, financially or
otherwise.”

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1. Communication is the process by which ___________ and ___________ is transferred from a

2. Communication is the process by which information and meaning is transferred from a

4. What plays a central role in virtually all aspects of organizational behaviour?

A. Provide him with more work

7. Effective communication occurs when

A. Information is sent through informal rather than formal channels

8. Communication plays an important role in

A. Performing routine tasks.

A. Form message, transmit message, receive message

A. Sender encodes a message

A. Receiver encodes a message

A. Form message, transmit message, receive message

A. Information provided by the sender

A. The message is sent to the receiver

A. The message is encoded by the sender

A. Before the receiver receives the message

A. Before the receiver receives the message

A. Information provided by the sender

25. What form of communication is considered the "gold standard of communication"?

A. Obtaining information and knowledge

A. Written job descriptions

32. ___________ is probably more prevalent than ____________ in organizational settings.

A. Oral communication; written communication

41. Which is not an example of a Web 2.0 environment?

42. Email often lacks the same richness of information as

A. E-mail use increased, all other forms of communication decreased.

A. A lack of useful information

A. Use the filing and labeling capabilities of your e-mail program

46. Microsoft's program "Skype" is a good example of

50. Scenario: Mobile Telephone System (MTS)

What forms of communication did Sarah use to instruct her team?

51. The ability of communicators to encode and interpret messages is called

A. Lack of communicator competence

56. Whether interacting face-to-face or electronically, the communication process assumes

A. The situation or task at hand is complex or difficult to understand

A. Status, power, and relationships.

A. Never expect privacy

What potential issues did Sarah's communication have?

67. Which is not a characteristic of a good communicator?

A. downward communication; upward communication

72. Downward communication is notoriously slow because of

A. Filtering decisions at each level

73. What is not a purpose of upward communication?

A. All-channel network structure

A. All-channel network structure

78. A wheel network structure is

79. The all-channel structure is an example of what type of communication structure?

80. Student teams typically use this type of communication structure.

1. Communication is the process by which _ and _ is transferred from a

32. _ is probably more prevalent than __ in organizational settings.

1. Communication is the process by which _ and _ is transferred from a

32. _ is probably more prevalent than __ in organizational settings.