Organizational Behavior Science, The Real World, and You 8th Edition Nelson Test Bank

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Organizational Behavior Science, The Real World, and You 8th Edition Nelson Test Bank

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CHAPTER 8COMMUNICATION

MULTIPLE CHOICE

1. Larry Ellison, CEO of Oracle, is well known for a communication style that is characterized as:
a. civil
b. incivil
c. polyphasic
d. nondefensive

ANS: B PTS: 1 DIF: Moderate REF: p. 277
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Thinking Ahead | Looking Back MSC: K&C

2. Assume you are a supervisor who manages more than 20 employees, each of whom occupies a different job. At a recent project meeting with eight of your employees, you discussed with them the importance of communication and the rapidly developing technology associated with communication. A point that you should not fail to make in your discussion is:
a. supervisory communication is normally one-way
b. face-to-face communication is inefficient
c. formal communication channels should be used at all times
d. communication is the evoking of a shared or common meaning in another person

ANS: D PTS: 1 DIF: Easy REF: p. 278
NAT: AACSB: Communication | AACSB: Group Dynamics
TOP: Interpersonal Communication MSC: Application

3. The Department of Labor has identified which interpersonal communication skill as being necessary for successful functioning in the workplace?
a. empathy
b. writing
c. serving clients
d. understanding

ANS: C PTS: 1 DIF: Moderate REF: p. 278
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Interpersonal Communication MSC: K&C

4. The evoking of a shared or common meaning in another person is called:
a. interpersonal communication
b. communication
c. a response pattern
d. the message

ANS: B PTS: 1 DIF: Easy REF: p. 278
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Interpersonal Communication MSC: K&C

5. The element of the communication model that contains the thoughts and feelings the communicator is attempting to elicit in the receiver is the:
a. data
b. feedback
c. message
d. information

ANS: C PTS: 1 DIF: Easy REF: p. 279
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model MSC: K&C

6. Which of the following is considered high in rich information?
a. personalized memo
b. electronic mail
c. telephone
d. flyer

ANS: C PTS: 1 DIF: Moderate REF: pp. 279-280
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model MSC: Application

7. The window through which we interact with people and influence the quality, accuracy, and clarity of the communication is called:
a. a perceptual screen
b. a communication filter
c. an interpretation funnel
d. the communication vacuum

ANS: A PTS: 1 DIF: Moderate REF: p. 279
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model MSC: K&C

8. A communication medium that is moderate in both information richness and data capacity is:
a. the telephone
b. electronic mail
c. face-to-face discussion
d. formal numeric report

ANS: B PTS: 1 DIF: Moderate REF: pp. 279-280
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model MSC: Application

9. When a supervisor sends a message to his/her employees who comprise a diverse workgroup, both parties to the message should be sensitive to:
a. perceptual screens
b. only verbal characteristics of the message
c. the informal communication channel
d. non-feedback

ANS: A PTS: 1 DIF: Moderate REF: p. 279
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model MSC: Application

10. As a supervisor, you decide you need to communicate with several of your employees about below standard or unsatisfactory work. Which of the following would be the best way to send your message?
a. e-mail
b. posted memo on a bulletin board
c. a telephone call
d. written memo followed by a face-to-face meeting

ANS: D PTS: 1 DIF: Moderate REF: p. 279
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model MSC: Application

11. Richness in a communication message refers to:
a. the amount of data that can be sent via the type of communication medium
b. the amount of feeling that is communicated with the message
c. the amount of analyzable elements of a message
d. the ability of the medium to convey the meaning

ANS: D PTS: 1 DIF: Easy REF: p. 279
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model MSC: K&C

12. Kodak has used blogging and social media to engage customer conversations and decision making, thus leveraging the business in a positive way. The information richness and data capacity of blogging as a communication medium is:
a. high, low
b. low, high
c. moderate, moderate
d. low, moderate

ANS: C PTS: 1 DIF: Moderate REF: p. 280
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: An Interpersonal Communication Model | Real World 8.1
MSC: Application

13. If one of your employees was in the early stages of expressing thoughts and feelings about a problem, especially when there may be some associated anxiety or discomfort, it would be most appropriate for you to:
a. paraphrase the expressed thoughts and feelings
b. clarify implicit thoughts and feelings
c. reflect core feelings
d. make affirming contact

ANS: D PTS: 1 DIF: Hard REF: p. 281
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Reflective Listening MSC: Application

14. Providing the time to identify and isolate the listeners personal responses and exclude them from the dialogue is one of the purposes of:
a. paraphrasing expressed thoughts and feelings
b. clarifying implicit thoughts and feelings
c. reflecting core feelings
d. silence

ANS: D PTS: 1 DIF: Moderate REF: p. 282
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Reflective Listening MSC: Analysis

15. Which of the following statements is incorrect concerning reflective listening?
a. Reflective listening emphasizes personal elements of the communication process.
b. Reflective listening is particularly helpful in problem-solving situations.
c. Reflective listening emphasizes more strongly the role of the communicator.
d. The listeners emphasis should be on responding to the communicator, not leading the communicator.

ANS: C PTS: 1 DIF: Hard REF: p. 281
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Reflective Listening MSC: K&C

16. All of the following are included in reflective listening except:
a. affirming contact
b. clarifying the implicit
c. silence
d. criticism

ANS: D PTS: 1 DIF: Moderate REF: p. 281
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Reflective Listening MSC: K&C

17. If your boss spoke with you about a significant production problem within his/her areas of the plant, you would avoid:
a. paraphrasing the concern being expressed
b. eye contact
c. long periods of silence
d. asking questions of clarification

ANS: C PTS: 1 DIF: Moderate REF: p. 281
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Reflective Listening MSC: Application

18. A software engineer has just discovered a major problem, which is not yet fully defined, in a large information system she is building for a very difficult customer. Her supervisor is listening to the engineer as she begins to talk through the problem. Which of the following responses would best exemplify the reflecting of core feelings?
a. I see, Uh-huh..yes, I understand.
b. I hear that you are feeling very upset about the problem and may be worried about the customers reaction when you inform him.
c. Extended periods of silence.
d. I understand that you are concerned there may be a major problem with the information system.

ANS: B PTS: 1 DIF: Moderate REF: p. 282
NAT: AACSB: Analytic | AACSB: Group Dynamics TOP: Reflective Listening
MSC: Application

19. One-way communication in contrast to two-way communication:
a. is especially more accurate for complex tasks
b. solicits interaction
c. allows for reflective listening
d. is faster

ANS: D PTS: 1 DIF: Easy REF: p. 283
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Reflective Listening MSC: K&C

20. As a supervisor in an emergency situation, you should be:
a. sensitive to employees feelings
b. an empathetic listener
c. fully informative to employees
d. directive and assertive

ANS: D PTS: 1 DIF: Moderate REF: p. 285
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Five Keys to Effective Supervisory Communication MSC: Application

21. In a study of managers communication skills and performance,:
a. higher performing managers communication skills were no better than lower performing managers
b. higher performing managers are better and less apprehensive communicators than lower performing managers
c. higher performing managers had significantly greater social cognitive abilities than lower performing managers
d. female managers consistently outperformed male managers when communication skills were about the same

ANS: B PTS: 1 DIF: Moderate REF: p. 284
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Five Keys to Effective Supervisory Communication MSC: K&C

22. Information overload for employees or a lack of sufficient information for performance and task accomplishment can result from:
a. a failure to filter and disseminate information selectively
b. the tendency to use overly rich mediums of communication
c. inappropriate use of the perceptual window
d. gender differences

ANS: A PTS: 1 DIF: Moderate REF: pp. 285-286
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Five Keys to Effective Supervisory Communication MSC: Analysis

23. A barrier to effective communication is:
a. redundancy
b. feedback
c. status difference
d. common language

ANS: C PTS: 1 DIF: Easy REF: p. 286
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Barriers and Gateways to Communication MSC: K&C

24. All of the following except _____ can be used by a supervisor to reduce communication barriers.
a. minimizing jargon and technical language
b. encouraging formation of nonhierarchical working relationships
c. providing cross-cultural training
d. encouraging men and women to interact the same way

ANS: D PTS: 1 DIF: Moderate REF: p. 287
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Barriers and Gateways to Communication MSC: Analysis

25. A main method to overcome physical separation as a barrier to communication is:
a. the formation of nonhierarchical working relationships through new information technologies
b. to develop an awareness of gender specific differences in conversational style
c. to eliminate the use of acronyms in technical terminology
d. to increase the use of face-to-face communication

ANS: D PTS: 1 DIF: Moderate REF: p. 286
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Barriers and Gateways to Communication MSC: K&C

26. The use of new information technologies reduces status differences as a barrier to communication because:
a. of its impersonal nature
b. it increases polyphasic behavior
c. of the opportunity for immediate feedback
d. it encourages the formation of nonhierarchical working relationships

ANS: D PTS: 1 DIF: Moderate REF: pp. 286-287
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Barriers and Gateways to Communication MSC: K&C

27. An effective method to reduce or overcome barriers to communication due to gender differences is to:
a. frequently use metaphors
b. attempt to use more technical terms with precise meanings
c. seek clarification of the meaning
d. use face-to-face communication

ANS: C PTS: 1 DIF: Moderate REF: p. 287
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Barriers and Gateways to Communication MSC: K&C

28. Irish conversations, the Spanish bullfight, and American football would be examples of:
a. barriers to communication
b. metaphors that can enable someone outside a culture to better understand members within the culture
c. a first step to overcome cultural diversity as a barrier to communication by increasing awareness and sensitivity
d. Irish, Spanish, and American cultural stereotypes

ANS: B PTS: 1 DIF: Hard REF: p. 288
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Barriers and Gateways to Communication MSC: Analysis

29. All of the following are forms of incivility Except:
a. discourteousness
b. impatience
c. social swearing
d. rudeness

ANS: C PTS: 1 DIF: Easy REF: p. 288
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Civility and Incivility MSC: K&C

30. Passive-aggressive behavior is a form of defensiveness that begins as subordinate defensiveness and ends up as:
a. scapegoating
b. dominant defensiveness
c. a defensive tactic
d. a power play

ANS: B PTS: 1 DIF: Moderate REF: p. 291
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Defensive Communication at Work MSC: K&C

31. Which of the following is NOT considered a result or outcome of defensive communication?
a. assertive but accurate message sending
b. increased nonwork time
c. retaliation
d. aggression and abuse

ANS: A PTS: 1 DIF: Easy REF: p. 290
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Defensive and Nondefensive Communication MSC: K&C

32. Which of the following is NOT one of the four basic rules Catherine Crier (news anchor for a major television network) uses to prevent defensive communication?
a. define the situation
b. clarify the persons position
c. acknowledge the persons feelings
d. bring the focus back to the person

ANS: D PTS: 1 DIF: Moderate REF: p. 290
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Defensive and Nondefensive Communication MSC: K&C

33. Defensive communication can lead to:
a. a productive work environment
b. successful problem solving
c. strained working relationships
d. task efficiency

ANS: C PTS: 1 DIF: Moderate REF: p. 290
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Defensive and Nondefensive Communication MSC: K&C

34. You witness an incident at work where a supervisor loudly criticizes an employee in front of several other employees. Later, you learn that the employee didnt make any mistake. The supervisors communication is an example of:
a. nondefensive communication
b. a territorial space violation
c. paralanguage
d. dominant defensiveness

ANS: D PTS: 1 DIF: Moderate REF: p. 291
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Defensive Communication at Work MSC: Application

35. Passive-aggressive communication and behavior frequently end up as:
a. dominant defensive behavior
b. nonassertive behavior
c. accommodative and helpful behavior
d. subordinate defensive behavior

ANS: A PTS: 1 DIF: Hard REF: p. 291
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Defensive Communication at Work MSC: K&C

36. A manager comments to her secretary, How come Nancy (a word processor) is always hard to find when there is a deadline? She is a loafer. This is an example of:
a. deception
b. regression
c. misleading information
d. labeling

ANS: D PTS: 1 DIF: Moderate REF: p. 292
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Defensive Tactics MSC: Application

37. A defensive tactic where an individual attempts to manipulate and control others is:
a. a put-down
b. a power play
c. labeling
d. raising doubts

ANS: B PTS: 1 DIF: Moderate REF: p. 290
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Defensive Tactics MSC: K&C

38. Which of the following is NOT a characteristic of nondefensive communication and behavior?
a. informative
b. realistic
c. controlled
d. evasive

ANS: D PTS: 1 DIF: Easy REF: p. 292
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Nondefensive Communication MSC: K&C

39. Which of the following statements is an example of nondefensive communication?
a. Mary is always late to meetings.
b. I sent the memo through intra-company mail. They must have lost it.
c. I received the report from Dan yesterday and have briefly reviewed it. It looks good but I need to talk to him about one recommendation before I approve it.
d. The check is in the mail. Dont call me again.

ANS: C PTS: 1 DIF: Easy REF: p. 292
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Nondefensive Communication MSC: Application

40. Nonverbal communication can be utilized in which of the following communication situations?
a. committee meeting
b. e-mail
c. voice mail
d. telephone call

ANS: A PTS: 1 DIF: Easy REF: p. 292
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Nonverbal Communication MSC: Analysis

41. As much as 65 to 90 percent of the substance or content of a message sent in person can be through:
a. nonverbal communication
b. written forms of communication
c. tone of voice
d. numeric examples

ANS: A PTS: 1 DIF: Hard REF: p. 292
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Nonverbal Communication MSC: K&C

42. What percent of the meaning in a message can be conveyed by nonverbal communication?
a. 10 to 20
b. 25 to 40
c. 45 to 70
d. 65 to 90

ANS: D PTS: 1 DIF: Easy REF: p. 292
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Nonverbal Communication MSC: K&C

43. Friends typically interact within the:
a. intimate zone
b. personal distance zone
c. social distance zone
d. public distance zone

ANS: A PTS: 1 DIF: Easy REF: pp. 293-294
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Proxemics MSC: K&C

44. Seating arrangements and dynamics can be examined in a/an _____ study.
a. paralanguage
b. proxemics
c. kinesics
d. attitude

ANS: B PTS: 1 DIF: Moderate REF: pp. 293-294
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Proxemics MSC: K&C

45. Persons from many other countries, Arabs for example, prefer to interact (in face-to-face situations) at a/an _____ distance.
a. intimate
b. public
c. personal
d. extended (beyond 20 feet)

ANS: A PTS: 1 DIF: Easy REF: p. 294
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Proxemics MSC: K&C

46. You are chairing quality circle meetings with your employees and want to maximize opportunities for all to speak and contribute. The seating arrangement and table shape to accomplish this should be:
a. square
b. round
c. oblong
d. rectangular

ANS: B PTS: 1 DIF: Moderate REF: p. 294
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Proxemics MSC: Application

47. To facilitate direct and open communication, which of the following seating arrangements would be most appropriate?
a. seat the other party beside you, facing the same direction
b. seat the other party across a corner of your desk from you or in a place where you will be at right angles
c. seat the other person directly across from you
d. seat the person inside your social distance zone

ANS: B PTS: 1 DIF: Moderate REF: p. 294
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics
TOP: Proxemics MSC: Application

48. Americans generally do not like to communicate with one another within their:
a. social distance
b. personal distance
c. intimate distance
d. public distance

ANS: C PTS: 1 DIF: Easy REF: p. 294
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Proxemics MSC: K&C

49. The study of an individuals perception and use of space, including territorial space, is called:
a. proxemics
b. kinesics
c. spatial differentiation
d. paralanguage

ANS: A PTS: 1 DIF: Easy REF: p. 293
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Proxemics MSC: K&C

50. In nonverbal communication, the study of body movements, including posture, is known as:
a. kinesics
b. proxemics
c. paralanguage
d. posturics

ANS: A PTS: 1 DIF: Easy REF: p. 294
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Kinesics MSC: K&C

51. The best way to determine whether someone may be lying is to look for:
a. inconsistencies in nonverbal cues
b. rapid speech rate
c. stuttering or stammering
d. rapid eye movement

ANS: A PTS: 1 DIF: Moderate REF: p. 297
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: How Accurately Do We Decode Nonverbal Cues? MSC: Analysis

52. Positive, healthy communication is achieved when:
a. there is a balance between the head and the heart
b. a person displays positive emotional competence and has a healthy conversation between thoughts and feelings
c. working together is taken for its interpersonal and intrapersonal meaning
d. all of these

ANS: D PTS: 1 DIF: Moderate REF: p. 298
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Positive, Healthy Communication MSC: K&C

53. At the core of personal integrity as displayed by executives is:
a. positive, healthy communication
b. kinesics
c. proxemics
d. nondefensive communication

ANS: A PTS: 1 DIF: Moderate REF: p. 298
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Positive, Healthy Communication MSC: K&C

54. Personal integrity in positive, healthy communication is achieved through:
a. morality
b. leadership
c. ethics
d. emotional competence

ANS: D PTS: 1 DIF: Easy REF: p. 298
NAT: AACSB: Communication | AACSB: Individual Dynamics
TOP: Positive, Healthy Communication MSC: K&C

55. Which form of communication has high to moderate data capacity and moderate to low information richness?
a. written communication
b. face-to-face communication
c. telephone communication
d. voice mail

ANS: A PTS: 1 DIF: Easy REF: p. 299
NAT: AACSB: Communication | AACSB: Technology | AACSB: Information Technologies | AACSB: Individual Dynamics TOP: Written Communication
MSC: Analysis

56. Studies have shown that using computer-mediated communication tends to result in an increase in:
a. depression
b. stress
c. flaming
d. proxemic behavior

ANS: C PTS: 1 DIF: Easy REF: p. 300
NAT: AACSB: Communication | AACSB: Technology | AACSB: Information Technologies | AACSB: Individual Dynamics
TOP: How Do Communication Technologies Affect Behavior? MSC: K&C

57. Aflac (Real World 8.2) changed its automated customer service line with the intention of delivering a nicer and more competent sounding message with an emphasis on providing a tone that was warm, conversational, even empathetic. This was an example of which type of nonverbal communication?
a. proxemics
b. kinesics
c. paralanguage
d. polyphasic

ANS: C PTS: 1 DIF: Moderate REF: p. 296
NAT: AACSB: Communication | AACSB: Information Technologies
TOP: Nonverbal Communication | Real World 8.2 MSC: Analysis

58. Computer-aided communications systems (e-mail, intranet for example) encourage all of the following except:
a. flaming or rude communication
b. increasing speed of group decision making
c. overloading of information
d. significant disparities in participation levels of persons within the group

ANS: D PTS: 1 DIF: Hard REF: p. 301
NAT: AACSB: Communication | AACSB: Technology | AACSB: Information Technologies | AACSB: Individual Dynamics
TOP: How Do Communication Technologies Affect Behavior? MSC: Analysis

59. Many of the communication technologies significantly limit or eliminate _____ forms of communication.
a. written
b. nondefensive
c. dominant
d. nonverbal

ANS: D PTS: 1 DIF: Hard REF: p. 301
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics
TOP: How Do Communication Technologies Affect Behavior? MSC: S&E

60. The use of new technologies encourages what kind of activity?
a. unequal participation in groups
b. polyphasic
c. less time for groups to reach consensus
d. increased inhibition due to the complexity inherent in technology

ANS: B PTS: 1 DIF: Hard REF: p. 301
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics
TOP: How Do Communication Technologies Affect Behavior? MSC: K&C

61. Polyphasic activity is known as:
a. the study of space in nonverbal communication
b. the study of seating arrangements
c. limiting your activity to only one at a time
d. doing more than one thing at time

ANS: D PTS: 1 DIF: Easy REF: p. 301
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics
TOP: How Do Communication Technologies Affect Behavior? MSC: K&C

TRUE/FALSE

1. Evoking a shared or common meaning in another person is called reflective listening.

ANS: F PTS: 1 REF: p. 278
NAT: AACSB: Communication | AACSB: Individual Dynamics

2. Interpersonal communication is not central to health and well-being.

ANS: F PTS: 1 REF: p. 278
NAT: AACSB: Communication | AACSB: Individual Dynamics

3. An important method for determining if a message has been received and understood is to solicit and examine feedback.

ANS: T PTS: 1 REF: p. 278
NAT: AACSB: Communication | AACSB: Individual Dynamics

4. A communication medium low in richness might be good for sending numeric or factual data.

ANS: T PTS: 1 REF: p. 280
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics

5. A good reflective listener does not lead the speaker according to the listeners own thoughts and feelings.

ANS: T PTS: 1 REF: p. 281
NAT: AACSB: Communication | AACSB: Individual Dynamics

6. Two-way communication is faster and should be used in an emergency situation.

ANS: F PTS: 1 REF: p. 283
NAT: AACSB: Communication | AACSB: Individual Dynamics

7. It is difficult to draw general conclusions about peoples satisfaction with one-way versus two-way communication.

ANS: T PTS: 1 REF: p. 283
NAT: AACSB: Communication | AACSB: Individual Dynamics

8. A memo from the company president to all employees is an example of one-way communication.

ANS: T PTS: 1 REF: p. 283
NAT: AACSB: Communication | AACSB: Individual Dynamics

9. Status differences can influence the content and manner in which a message is sent from a subordinate to someone higher in the organization.

ANS: T PTS: 1 REF: p. 286
NAT: AACSB: Communication | AACSB: Individual Dynamics

10. Status differences can be indicated by dress, office location and size, and number of employees.

ANS: T PTS: 1 REF: p. 286
NAT: AACSB: Communication | AACSB: Individual Dynamics

11. Women prefer face-to-face communication, whereas men are comfortable sitting side by side and concentrating on some focal point in front of them.

ANS: T PTS: 1 REF: p. 287
NAT: AACSB: Communication | AACSB: Individual Dynamics

12. Communication styles and channels are very similar for men and women.

ANS: F PTS: 1 REF: p. 287
NAT: AACSB: Communication | AACSB: Individual Dynamics

13. When people from one culture view those in another culture through the lens of a stereotype, they are in effect discounting the individual differences within the other culture.

ANS: T PTS: 1 REF: p. 287
NAT: AACSB: Communication | AACSB: Diversity | AACSB: Individual Dynamics

14. Incivility is becoming an increasingly common organizational phenomenon in the US, Europe, and around the world.

ANS: T PTS: 1 REF: p. 289
NAT: AACSB: Communication | AACSB: Individual Dynamics

15. Beyond decreased supervisory satisfaction, incivility has been found to be displaced into an employees family, increasing work-to-family conflict.

ANS: T PTS: 1 REF: p. 289
NAT: AACSB: Communication | AACSB: Individual Dynamics

16. Anti social behavior in the form of incivility can be acceptable under the right circumstances and in the right context.

ANS: T PTS: 1 REF: p. 289
NAT: AACSB: Communication | AACSB: Individual Dynamics

17. Social swearing and annoyance swearing are basically the same form of uncivil behavior.

ANS: F PTS: 1 REF: pp. 289-290
NAT: AACSB: Communication | AACSB: Individual Dynamics

18. Defensive communication can be successfully confronted with factual information.

ANS: T PTS: 1 REF: p. 290
NAT: AACSB: Communication | AACSB: Individual Dynamics

19. Nonverbal communication can be as meaningful as factual information in conveying a message to someone.

ANS: T PTS: 1 REF: p. 292
NAT: AACSB: Communication | AACSB: Individual Dynamics

20. Peoples confidence in their ability to decode nonverbal communication is greater than their accuracy in doing so.

ANS: T PTS: 1 REF: p. 296
NAT: AACSB: Communication | AACSB: Individual Dynamics

21. Dynamic facial actions and expressions in a persons appearance are key clues of truthfulness, especially in deception situations.

ANS: T PTS: 1 REF: p. 295
NAT: AACSB: Communication | AACSB: Individual Dynamics

22. The absence of heartfelt communication in human relationships leads to loneliness and social isolation and is known as communicative disease.

ANS: T PTS: 1 REF: p. 298
NAT: AACSB: Communication | AACSB: Individual Dynamics

23. The balance between head and heart is achieved when a person displays positive emotional competence and is able to have a healthy internal conversation between his or her thoughts and feelings.

ANS: T PTS: 1 REF: p. 298
NAT: AACSB: Communication | AACSB: Individual Dynamics

24. Modern technologies may challenge our ability to maintain trust in relationships.

ANS: T PTS: 1 REF: p. 298
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics | AACSB: Information Technologies

25. The use of new technologies encourages doing more than one thing at a time.

ANS: T PTS: 1 REF: p. 301
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics | AACSB: Information Technologies

26. A paradox created by the new, modern communication technology lies in the danger that managers cannot get away from the office.

ANS: T PTS: 1 REF: p. 301
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics | AACSB: Information Technologies

27. New communication technologies may make people less patient with face-to-face communication.

ANS: T PTS: 1 REF: p. 302
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics | AACSB: Information Technologies

28. Relative to face to face interaction, people who communicate via e-mail are more cooperative and feel less justified in being non-cooperative.

ANS: F PTS: 1 REF: p. 299
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics | AACSB: Information Technologies

MATCHING

Match the following:
a. The characteristic of a communication medium or channel that evokes meaning in the receiver.
b. Meaningful data.
c. The content, thoughts, and feelings of the sender.
d. Symbols and words used in meaningful communication.
e. The person transmitting a message.

1. Language

2. Sender

3. Information

4. Richness

5. Message

1. ANS: D PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

2. ANS: E PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

3. ANS: B PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

4. ANS: A PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

5. ANS: C PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

Match the following:
a. Ones view of the world and its influence on interpersonal communication.
b. A receivers response to the message received from the sender.
c. Feedback from receiver for purpose of checking accuracy of senders message.
d. A form of nonverbal communication.
e. Repeating of a message using different words, or a form of oral shorthand.

6. Eye Contact

7. Affirmation

8. Paraphrasing

9. Reflective Listening

10. Perceptual Screening

6. ANS: D PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

7. ANS: B PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

8. ANS: E PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

9. ANS: C PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

10. ANS: A PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

Match the following:
a. Interactive communication.
b. A person who can experience the feelings and emotions of the message and sender.
c. Aggressive, attacking, angry communication and/or passive, withdrawing communication.
d. A defensive communication tactic.
e. Constructive, healthy communication in working relationships.

11. Defensive Communication

12. Two-Way Communication

13. Scapegoating

14. Nondefensive Communication

15. Empathic Listener

11. ANS: C PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

12. ANS: A PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

13. ANS: D PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

14. ANS: E PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

15. ANS: B PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

Match the following:
a. Communication characterized by passive, submissive, withdrawing behavior.
b. Communication without words or use of language.
c. Communication characterized by active, aggressive, and attacking behavior.
d. Bands of space extending outward from oneself.
e. Study of an individuals perception and use of space.

16. Proxemics

17. Subordinate Defensiveness

18. Nonverbal Communication

19. Territorial Space

20. Dominant Defensiveness

16. ANS: E PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

17. ANS: A PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

18. ANS: B PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

19. ANS: D PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

20. ANS: C PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

Match the following:
a. Study of body movements, including posture.
b. Speech variations, such as tone, tempo, pitch, and others.
c. Extracting the message from the medium or channel.
d. An example of nonverbal communication.
e. Excessive information.

21. Decoding

22. Overload

23. Facial Expression

24. Paralanguage

25. Kinesics

21. ANS: C PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

22. ANS: E PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

23. ANS: D PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

24. ANS: B PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

25. ANS: A PTS: 1
NAT: AACSB: Communication | AACSB: Individual Dynamics

ESSAY

1. Identify the elements of the communication model and provide an example of each.

ANS:
The basic elements are sender, receiver, message, feedback, and perceptual screening. The sender formulates a message and transmits it through a channel to a receiver. The channel can be a telephone, letter, memo, or electronic mail. The message may consist of data, information, thoughts, and even the feelings/emotions of the sender. The receiver may feedback or return a message to the sender. Feedback enhances clarity and understanding but takes time. Perceptual screening refers to the senders and receivers views of the world that may influence message understanding. As an example of the model, a supervisor can convey a message (through face-to-face interaction) to an employee, who may raise questions about the message in an effort to understand it. These questions are a form of feedback.

PTS: 1 REF: pp. 278-279
NAT: AACSB: Communication | AACSB: Reflective Thinking | AACSB: Individual Dynamics

2. How can you be a reflective (or better) listener in the classroom?

ANS:
The student can be a better listener by providing feedback to the instructor that indicates understanding of the material being covered. This feedback can be in the form of affirmation, paraphrasing, questions of clarification, even nonverbal responses such as head nodding and eye contact.

PTS: 1 REF: p. 281
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics

3. What are some of the barriers to effective classroom communication?

ANS:
There are at least three communication barriers in the college classroom. One is the status differences between student and professor. Students may be reluctant to speak in class or ask questions. A second barrier is jargon and technical language. Many courses have unique terms, symbols, and other technical characteristics that may inhibit effective classroom communication until students understand some of the technical language. A third barrier is physical distance, especially in a large classroom or lecture hall. Students may not be able to hear or adequately see the professor, thereby inhibiting the communication process.

PTS: 1 REF: p. 286
NAT: AACSB: Communication | AACSB: Individual Dynamics

4. As an applicant in a job interview, what nonverbal communication should you use and what should you avoid?

ANS:
Eye contact can be very positive as nonverbal communication in a job interview. Correct posture, appropriate dress, head nodding, and a firm handshake are also important nonverbal communication. Failure to make and maintain eye contact, poor posture, and inappropriate clothing should be avoided. Some note taking can be helpful as nonverbal communication, but too much note taking could be distracting and convey the impression that the interviewee has not prepared for the interview.

PTS: 1 REF: pp. 292-293
NAT: AACSB: Communication | AACSB: Analytic | AACSB: Individual Dynamics

5. How do communication technologies affect behavior?

ANS:
The new communication technologies provide faster, more immediate access to information than was available in the past. Computer-mediated communication is more impersonal in nature and the nonverbal cues we rely on to decipher a message are also absent. In addition, clues to power position may not be available so the social context of the exchange is altered. Communication through technological means has had a tendency to equalize participation. The potential for overload is also much greater. Polyphasic activity (doing more than one thing at a time) is also encouraged with new technology. Finally, the new technologies may make people less patient with face-to-face communication.

PTS: 1 REF: pp. 300-301
NAT: AACSB: Communication | AACSB: Technology | AACSB: Individual Dynamics | AACSB: Information Technologies

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