CH 14
CH 14
CH 14
Name___________________________________
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
1)
If a manager clearly and articulately verbalizes instructions to a subordinate, communication can be said to have taken
place.
1)
_______
Answer
True
False
2)
2)
_______
Answer
True
False
3)
As employees set specific goals, work toward those goals, and receive feedback on progress toward goals, communication
is required.
3)
_______
Answer
True
False
4)
The communication that takes place within groups is a fundamental mechanism by which members share frustrations
and feelings of satisfaction.
4)
_______
Answer
True
False
5)
Communication serves four major functions control, motivation, emotional expression, and information.
5)
_______
Answer
True
False
6)
The most important function of communication is the release for emotional expression of feelings and for fulfillment of
needs.
6)
_______
Answer
True
False
7)
_______
Answer
True
False
8)
The communication method that conveys personal warmth the best is face-to-face communication.
8)
_______
Answer
True
False
9)
9)
_______
Answer
True
False
10)
10)
______
Answer
True
False
11)
Formal presentations are the best communication method to use for scanability.
11)
______
Answer
True
False
12)
12)
______
Answer
True
False
13)
13)
______
Answer
True
False
14)
Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning.
14)
______
Answer
True
False
15)
15)
______
Answer
True
False
16)
Formal communication refers to communication that follows the official chain of command or is part of the
communication required to do one's job.
16)
______
Answer
True
False
17)
Informal communication takes place when employees talk with each other in the lunchroom, as they pass in hallways, or
as they're working out at the company exercise facility.
17)
______
Answer
True
False
18)
Downward communication is communication that cuts across both work areas and organizational levels.
18)
______
Answer
True
False
19)
In the chain network, communication flows according to the formal chain of command, both downward and upward.
19)
______
Answer
True
False
20)
The horizontal network represents communication flowing between a clearly identifiable and strong leader and others in
a work group or team.
20)
______
Answer
True
False
21)
In the wheel network, the leader serves as the hub through which all communication passes.
21)
______
Answer
True
False
22)
Information technology has significantly improved a manager's ability to monitor individual or team performance.
22)
______
Answer
True
False
23)
23)
______
Answer
True
False
24)
When personal interaction isn't physically possible, real-time collaboration software may be a better communication
choice than sending an e-mail and waiting for a response.
24)
______
Answer
True
False
25)
One customer service strategy that many service organizations use is personalization.
25)
______
Answer
True
False
26)
26)
______
Answer
True
False
27)
Arabs use lots of gestures in their speech and tend to be indirect in their verbal communication.
27)
______
Answer
True
False
MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
28)
The specific reason that the importance of effective communication for managers can't be overemphasized is that
________.
28)
______
A)
29)
29)
______
A)
ideas
B)
words
C)
concepts
D)
meaning
Answer
30)
30)
______
A)
understood
B)
D)
31)
31)
______
A)
organizational communication
B)
extrapersonal communication
C)
intrapersonal communication
D)
interpersonal communication
Answer
D
32)
________ consists of all the patterns, networks, and systems of communication within an organization.
32)
______
A)
Interpersonal communication
B)
The grapevine
C)
Organizational communication
D)
Open communication
Answer
33)
When employees are required to communicate any job-related grievance first to their immediate manager, to follow their
job description, or to comply with company policies, communication is being used to ________.
33)
______
A)
control
C)
provide information
D)
motivate
Answer
B
34)
Communication encourages ________ by clarifying to employees what is to be done, how well they're doing, and what
can be done to improve performance if it's not up to par.
34)
______
A)
control
B)
motivation
C)
emotional expression
D)
35)
35)
______
A)
social interaction
B)
motivation
C)
stress
D)
frustration
Answer
A
36)
36)
______
A)
information
B)
motivation
C)
emotional expression
D)
control
Answer
37)
37)
______
A)
five
B)
six
C)
nine
D)
seven
Answer
D
38)
During the communication process, the message is converted to a symbolic form, called ________.
38)
______
A)
expanding
B)
encoding
C)
decoding
D)
deciphering
Answer
39)
Disturbances that interfere with the transmission, receipt, or feedback of a message are called ________.
39)
______
A)
noise
B)
feed forward
C)
the channel
D)
feedback
Answer
A
40)
The process through which the symbols of a message are translated into a form that the receiver can understand is called
________.
40)
______
A)
reinstating
B)
decoding
C)
expanding
D)
encoding
Answer
41)
41)
______
A)
feed forward
B)
decoding
C)
feedback
D)
encoding
Answer
C
42)
Feedback returns the message to the sender and provides a check on ________.
42)
______
A)
43)
Complexity capacity refers to the degree of which the communication method ________.
43)
______
A)
costs
D)
44)
Which of the following describes the number of different messages that can be transmitted using a particular method of
communication?
44)
______
A)
breadth potential
B)
complexity capacity
C)
confidentiality
D)
encoding ease
Answer
45)
45)
______
A)
a written note
B)
D)
46)
Which form of communication are students using to tell their instructor that class is over when they begin putting their
books, notebooks, and papers away?
46)
______
A)
filtering
B)
skilled
C)
nonverbal
D)
interpersonal
Answer
47)
Offense could be taken by a student who just asked a question of the instructor, if the instructor said, "What do you mean
by that?" - especially if the instructor used ________.
47)
______
A)
B)
personal feelings
C)
body intonations
D)
48)
All of the following are barriers to effective interpersonal communication except ________.
48)
______
A)
defensiveness
B)
feedback
C)
filtering
D)
selective perception
Answer
49)
________ is the deliberate manipulation of information to make it appear more favorable to the receiver.
49)
______
A)
Spin
B)
Filtering
C)
Encoding
D)
Fabricating
Answer
50)
When a person tells his or her manager what the manager wants to hear, that individual is using which of the following
barriers to effective interpersonal communication?
50)
______
A)
defensiveness
B)
feedback
C)
selective perception
D)
filtering
Answer
51)
The extent of filtering within an organization tends to be a function of the number of vertical levels in the organization
and the ________.
51)
______
A)
organizational culture
C)
degree of centralization
D)
degree of formalization
Answer
52)
52)
______
A)
too much information is provided on a subject search when using a search engine
C)
53)
When people feel that they're being threatened, they tend to ________.
53)
______
A)
54)
Jargon is ________.
54)
______
A)
specialized terminology or technical language that members of a group use to communicate among themselves
B)
a message that means the same to the receiver as it did to the sender
C)
an organizational language
Answer
55)
________ is an example of a high context culture while ________ is an example of a low context culture.
55)
______
A)
B)
D)
56)
The average person must hear new information ________ times before they understand.
56)
______
A)
seven
B)
three
C)
nine
D)
five
Answer
57)
Communication problems are less likely to occur in organizations if the managers use ________.
57)
______
A)
body language
B)
filtering
C)
verbal intonation
D)
feedback loop
Answer
58)
Managers need to simplify language and ________ whom the message is directed so that the language can be tailored to
the receivers.
58)
______
A)
present it to
B)
D)
59)
59)
______
A)
60)
60)
______
A)
speaking
B)
hearing
C)
decoding
D)
encoding
Answer
61)
Listening for full meaning without making premature judgments or interpretations is called ________.
61)
______
A)
passive listening
B)
temporary listening
C)
active listening
D)
prevalent listening
Answer
62)
The average person normally speaks at a rate of about ________ words per minute.
62)
______
A)
200 to 350
B)
50 to 125
C)
125 to 200
D)
350 to 500
Answer
63)
63)
______
A)
400 to 800
B)
800 to 1200
C)
D)
up to 400
Answer
64)
64)
______
A)
65)
65)
______
A)
develop new training programs to help new employees learn their jobs
D)
66)
66)
______
A)
formal or informal
B)
vertical
C)
diagonal
D)
lateral
Answer
A
67)
67)
______
A)
hypothetically
B)
formally
C)
theoretically
D)
informally
Answer
68)
Organizational communication that is not defined by the organization's structural hierarchy is called ________.
68)
______
A)
theoretical
B)
formal
C)
hypothetical
D)
informal
Answer
D
69)
69)
______
A)
discipline; reward
B)
enforce; control
C)
utilize; coordinate
D)
coordinate; evaluate
Answer
70)
70)
______
A)
B)
D)
71)
Cross-functional teams rely heavily on which of the following forms of communication?
71)
______
A)
lateral
B)
upward
C)
theoretical
D)
downward
Answer
72)
When there is an interest in the efficiency and speed of communication between managers at different levels and in
different departments, then ________.
72)
______
A)
73)
______
A)
diagonal
B)
upward
C)
theoretical
D)
downward
Answer
74)
74)
______
A)
B)
D)
75)
______
A)
between an identifiable and strong leader and others in the work group
B)
in a circle until all of the members of a work group have been informed
D)
76)
If a company is concerned with high member satisfaction, which of the following communication networks is best?
76)
______
A)
horizontal network
B)
all-channel network
C)
chain network
D)
wheel network
Answer
77)
77)
______
A)
78)
Because rumors that flow along the grapevine can never be eliminated entirely, managers can minimize the negative
consequences of rumors by ________.
78)
______
A)
79)
Two information technology developments that seem to be driving current changes in managerial communication are
networked computer systems and ________.
79)
______
A)
wireless capabilities
B)
D)
extranets
Answer
80)
In a networked computer system, an organization links its computers together through compatible hardware and
software ________.
80)
______
A)
81)
A(n) ________ is a location where internet users can gain wireless access to the internet.
81)
______
A)
B)
extranet
C)
intranet
D)
web conference
Answer
82)
Although the economic benefits of information technology are obvious, managers must not forget to address the
________.
82)
______
A)
B)
psychological drawbacks
C)
D)
83)
83)
______
A)
e-mail usage
B)
voice-mail messages
C)
letters
D)
fax usage
Answer
84)
84)
______
A)
books
B)
typed letters
C)
a witness testimony
D)
DNA evidence
Answer
85)
85)
______
A)
B)
personal information
C)
D)
proprietary information
Answer
86)
Corporate computer and e-mail systems should be protected against ________ and ________.
86)
______
A)
employees; managers
B)
hackers; spam
C)
D)
blogs; wikis
Answer
87)
87)
______
A)
legal issues
B)
security issues
C)
online information databases
D)
88)
88)
______
A)
89)
In addition to online information databases for sharing knowledge, some knowledge management experts suggest that
organizations create ________.
89)
______
A)
corporate universities
B)
communities of practice
C)
communities of expertise
D)
90)
Communities of practice are groups of people who share a concern, a set of problems, or a passion about a topic, and who
deepen their knowledge and expertise by ________.
90)
______
A)
91)
91)
______
A)
92)
Effective communication in a customer service setting relies upon customer service personnel recognizing the three key
components in any service delivery process ________.
92)
______
A)
the customer, the service organization, and the individual service provider
B)
finding out the customer's needs, meeting their needs, and following up
C)
the customer's expectations, the customer's desires, and the customer's satisfaction
D)
the customer's expectations, the customer's perceptions of the quality of the service, and customer satisfaction
Answer
93)
The ability of customer service employees to listen actively and communicate effectively goes a long way ________.
93)
______
A)
in making sure the customer has no hard feelings toward the company
C)
94)
Politically correct speech is something managers can't ignore; however, ________.
94)
______
A)
a few poorly chosen words by a single employee are insufficient grounds for a lawsuit against the organization
B)
insensitivity is not a fireable offense if you do your job well at most firms
D)
some people are just overly sensitive and you can't avoid "insulting" them, no matter what you do
Answer
95)
95)
______
A)
96)
96)
______
A)
B)
D)
97)
In some Arab countries, lowering the gaze among same-sex communicators is usually a sign of ________.
97)
______
A)
disrespect
B)
fear
C)
respect
D)
professionalism
Answer
98)
98)
______
A)
emotional appeal
B)
repetition
C)
indirectness
D)
high confidence
Answer
Maya works as the human resource manager for Horizon Software, Inc., a software development firm that focuses on the
development and implementation of customized JAVA-based applications for big companies. Unfortunately, the past few
months have been challenging because employees have become upset due to the lack of communication among company
managers. Maya decided that it was imperative to conduct an organizational communication workshop for these
managers.
99)
99)
______
A)
the extraction
B)
the broadcast
C)
the expression
D)
the transfer
Answer
D
100)
Maya warned that the entire communication process is susceptible to ________disturbances that interfere with the
transmission, receipt, or feedback of a message.
100)
_____
A)
flux
B)
noise
C)
static
D)
vibration
Answer
101)
Maya makes a point to differentiate between interpersonal communication and organizational communication. She
explains that the concept of organizational communication encapsulates ________.
101)
_____
A)
advertising
D)
D
102)
Maya explains that communication serves four major management functions within the organization, namely motivation,
emotional expression, information, and ________.
102)
_____
A)
evaluation
B)
interpersonal relations
C)
control
D)
feedback
Answer
103)
Samir, a company manager attending the communication workshop, asked Maya to clarify the various elements of the
communication process. Maya replied that elements of the communication process include the ________.
103)
_____
A)
facts
B)
sender
C)
manipulation
D)
control factors
Answer
B
104)
At the conclusion of the communication workshop, Maya informed the managers that the best-known types of nonverbal
communication are ________.
104)
_____
A)
B)
D)
Jamil is an engineer by training and manager of a work team that consists of two engineers, four production workers, an
accountant, and a purchasing manager. They are about to embark on a new project for their company. Jamil has prepared
a memorandum explaining to them the objectives of the work team. Some of the production workers and the accountant
have come to see Jamil and ask for clarification about the memorandum.
105)
When Jamil prepared the memorandum and wrote the words on the paper, he was involved in ________.
105)
_____
A)
organizational communication
B)
information technology
D)
106)
Jamil held a meeting with the work team to determine what had gone wrong. It was determined that members of the
work team had many varied experiences in the company, different technical backgrounds, and varying emotions about
working on the assignment. These differences among the work team members created ________ for Jamil's
communication.
106)
_____
A)
decoding
B)
feedback
C)
noise
D)
encoded messages
Answer
107)
The accountant, in particular, stated to Jamil that he had difficulty understanding some of the technical terms used in the
memorandum. These technical terms are commonly known as ________.
107)
_____
A)
the channel
B)
noise
C)
encoding
D)
jargon
Answer
108)
The team began work on the project and reported to Jamil that they had started doing as he had asked in the
memorandum, but Jamil noticed immediately that the work team did not appear to be doing what he thought that they
should. The work team's performance provided Jamil with ________.
108)
_____
A)
noise
B)
the message
C)
feedback
D)
decoding
Answer
Ghada, the CEO of Excalibur Manufacturing Company, had concluded that the company would have to reduce its
employee group by 10 percent within the next four weeks due to a decreased demand for the products the company
manufactured. She spent over 30 hours preparing charts, tables, graphs, diagrams, and other forms of visual aids for her
presentation to the employees about the upcoming reduction in force so that they could understand the reason and feel
better about the company.
109)
When Ghada prepared the visual aids to help the employees understand and feel better about the company, what was she
doing to the message she had to deliver?
109)
_____
A)
filtering it
B)
selectively perceiving it
C)
deliberating it
D)
communicating it upward
Answer
110)
By the time that Ghada had finished the presentation to the employees, she had spoken for one and a half hours, shown
14 visual aids, and no one asked a question. The employees were probably dealing with which of the following barriers to
effective communications?
110)
_____
A)
receiver emotions
B)
information overload
C)
selective perception
D)
defensiveness
Answer
111)
As the employees began to leave the meeting room, some were overheard grumbling that those at the top were just profit-
rakers, that it didn't make any difference to Ghada if employees lost their jobs, and that if the company wanted loyalty, it
should hire a dog. These statements are the result of which barrier to effective communications?
111)
_____
A)
information overload
B)
downward communication
C)
selective perception
D)
defensiveness
Answer
112)
One employee in the finish department told her coworkers that she heard Ghada say that "the company was laying off the
10 percent so that it could boost the dividends paid to stockholders at the end of the quarter, and that the board of
directors was worried about the return on assets." These claims are most likely the result of which barrier to effective
communications?
112)
_____
A)
verbal intonation
B)
filtering
C)
information overload
D)
language
Answer
113)
The letter from the vice president to the employees is an example of which type of organizational communication?
113)
_____
A)
informal
B)
horizontal
C)
lateral
D)
formal
Answer
114)
When Sami went to the Human Resource office and applied for transfer to the new facility, he was participating in which
type of organizational communication?
114)
_____
A)
lateral
B)
downward
C)
formal
D)
diagonal
Answer
115)
If Sami had talked with his co-supervisors prior to going to talk with Fadia, he would have been involved in which type
of organizational communication?
115)
_____
A)
downward
B)
lateral
C)
internal
D)
formal
Answer
116)
When Sami went and talked with Fadia, he was involved in which type of organizational communication?
116)
_____
A)
lateral
B)
diagonal
C)
upward
D)
horizontal
Answer
Rami is a regional sales manager for a health care information technology firm called AfiaTecx, based in Amman, Jordan.
Rami is responsible for overseeing 15 salespeople covering the whole of the Levant. When the company was smaller and
there were fewer salespeople, communication flowed freely from the field back into all areas of the home officecustomer
service, development, accounting and finance, and top management. However, as the company has grown, its structure
has become more mechanistic. Management demanded that communications to and from the field flow according to the
formal chain of command. As a result, the firm has been slower to recognize shifts in the market and respond to important
market-based information delivered by the sales force. As a result, salespeople have become more reluctant to forward
information to the home office because they perceive that it won't be acted upon anyway. The management team has
asked Rami to review this issue and provide recommendations for improving this situation.
117)
In times past, information flowed freely from the sales force to all areas of the home office. This is most representative of
what kind of communications network?
117)
_____
A)
wheel network
B)
all-channel network
C)
chain network
D)
informal network
Answer
118)
Once the company grew and became more mechanistic, management insisted that information flow vertically according
to the authority structure. This is most representative of what kind of communications network?
118)
_____
A)
wheel network
B)
formal network
C)
all-channel network
D)
chain network
Answer
119)
Rami believes that it might be more effective if incoming market-based information and outgoing response and direction
were to flow through a central figure, the regional sales manager for each region. This would be most representative of
what kind of communications network?
119)
_____
A)
informal network
B)
wheel network
C)
chain network
D)
all-channel network
Answer
Bassam (Scenario)
Bassam is a chemical engineer and research lab manager for a big company in Dubai.
120)
Bassam has been charged with overseeing the development of a master library of samples linked to a database that
explains their properties and manufacturing processes. Once completed, this database will be made available to fellow
employees via a secure intranet, making it easier for employees to communicate, collaborate, and learn from each other.
This project could be generally categorized as ________.
120)
_____
A)
B)
theory in use
D)
organizational learning
Answer
121)
It is budget cutting season and the director of the research facility is concerned for the future. In a brainstorming session,
he asks his managers how they might better pool the expertise, knowledge, and passion of personnel to create a more
effective organization. Bassam responds that many firms have created ________ in order to deepen the knowledge and
expertise of employees by interacting on an ongoing basis.
121)
_____
A)
communities of knowledge
B)
communities of practice
C)
communities of learning
D)
122)
Bassam realizes that interactive web sites, e-mail, and videoconferencing are essential communication tools but can create
the same communication problems that individuals face, such as
122)
_____
A)
feedback
B)
over-documentation
C)
active listening
D)
non-verbal communication
Answer
ESSAY. Write your answer in the space provided or on a separate sheet of paper.
123)
In a short essay, explain why communication is important to managers and organizations. What four functions does it
serve?
Answer
Communication serves four major functions control, motivation, emotional expression, and information. Communication
acts to control employee behavior in several ways. Organizations have authority hierarchies and formal guidelines that
employees are expected to follow. For instance, when employees are required to communicate any job-related grievance
first to their immediate manager, to follow their job description, or to comply with company policies, communication is
being used to control. But informal communication also controls behavior. When work groups tease a member who's
working too hard or producing too much (making the rest of the group look bad), they're informally controlling the
member's behavior. Communication encourages motivation by clarifying to employees what is to be done, how well
they're doing, and what can be done to improve performance if it's not up to par. As employees set specific goals, work
toward those goals, and receive feedback on progress toward goals, communication is required. For many employees,
their work group is a primary source of social interaction. The communication that takes place within the group is a
fundamental mechanism by which members share frustrations and feelings of satisfaction. Communication, therefore,
provides a release for emotional expression of feelings and for fulfillment of social needs. Finally, individuals and groups
need information to get things done in organizations. Communication provides that information. No one of these four
functions is more important than the others. For groups to work effectively, they need to maintain some form of control
over members, motivate members to perform, provide a means for emotional expression, and make decisions. You can
assume that almost every communication interaction that takes place in a group or organization is fulfilling one or more
of these four functions.
124)
While Arabic is one language, there are many "forms" of Arabic. There is (1) the unequalled Arabic of the Quran, (2) the
modern standard Arabic or Fusha used by government officials, media, and public figures across the Arab world, and (3)
the Colloquial Arabic, used in every day communication, which differs significantly from one country to another.
Arabs switch codes very frequently, whether switching dialects, or switching from Arabic to English or French.
Code switching helps bilinguals to choose certain appropriate words that have certain meanings or points and might help
in adjusting the course of a conversation. Repetition is a major feature of Arabic communication; it is a core factor of the
Arabic language, regardless of the situation. Even though Arabs tend to use a lot of proverbs and ritualistic phrases when
complimenting others, many repetitive formulas seem to be related to religious oaths, but while they are used in swearing
for testimony, they are also used in the daily communication between Arabs. In Arab communication, we find a lot of
indirectness. This is not indented to be a negative action; instead it is done to avoid unpleasant or embarrassing situations.
In such situations Arabs tend to go along with what others say or want, also described as Arab musayara.
Arab culture is a high-context culture, with little information actually said in words; more dependency is given to
the physical surroundings, and courtesy and saving face is very important. Another characteristic of Arabic
communicative style is elaborateness. Two factors that are found in many Arab communication styles that explain
elaborateness are exaggeration (mubalagha) and assertion (tawkeed). Arab speakers tend to find it effective to use more
words than what would be seen as necessary by speakers in other languages. Arabs use mostly "presentation" persuasion,
which means that a large part of the persuasiveness of an idea lies in the way this idea is presented. That is why Arab
speakers tend to repeat and resort to emotional appeal (effectiveness) in their speech. Some non-Arabs may perceive this
to be a sign of lack of objectivity, which may cause some intercultural communication difficulties.
Arabs use lots of gestures in their speech. They tend to be indirect in their verbal communication but they
establish eye contact within same-sex communicators. Sometimes, when two individuals of different sexes or varying
powers communicate, eye contact tends to be minimized. A communicator in formal or social situations may lower his
gaze as a sign of respect and reverence to the other. Arab societies are considered "contact" cultures, where people (within
same sex communicators) stand close together and touch frequently. Arabs seem to be more tolerantcompared to many
Westernersto close proximity in public spaces.
125)
In a short essay, list the seven elements of the communication process and explain the process of interpersonal
communication.
Answer
The seven elements of the communication process are (1) the communication source, (2) the message, (3) encoding, (4) the
channel, (5) decoding, (6) the receiver, and (7) feedback. Before communication can take place, a purpose, expressed as a
message to be conveyed, must exist. It passes between a source (the sender) and a receiver. The message is converted to a
symbolic form (called encoding) and passed by way of some medium (channel) to the receiver, who retranslates the
sender's message (called decoding). The result is the transfer of meaning from one person to another. In addition, note
that the entire process is susceptible to noisedisturbances that interfere with the transmission, receipt, or feedback of a
message. Typical examples of noise include illegible print, phone static, inattention by the receiver, or background sounds
of machinery or coworkers. Anything that interferes with understanding can be noise, and noise can create distortion at
any point in the communication process.
126)
In a short essay, discuss the two best-known types of nonverbal communication. Include a specific example of each type
of nonverbal communication to support your answer.
Answer
Body language refers to gestures, facial expressions, and other body movements that convey meaning. A person frowning
"says" something different from one who's smiling. Hand motions, facial expressions, and other gestures can
communicate emotions or temperaments such as aggression, fear, shyness, arrogance, joy, and anger. Verbal intonation
refers to the emphasis someone gives to words or phrases that conveys meaning. To illustrate how intonations can change
the meaning of a message, consider the student who asks their instructor a question. The instructor replies, "What do you
mean by that?" The student's reaction will vary, depending on the tone of the instructor's response. A soft, smooth vocal
tone conveys interest and creates a different meaning from one that is abrasive and puts a strong emphasis on saying the
last word.
127)
In a short essay, list and discuss four of the six barriers to effective communication that managers face. Include a specific
example of each barrier to support your answer.
Answer
a. Filteringthe deliberate manipulation of information to make it appear more favorable to the receiver. For example,
when a person tells his or her manager what the manager wants to hear, that individual is filtering information. The
extent of filtering tends to be a function of the number of vertical levels in the organization and the organizational culture.
The more vertical levels there are in an organization, the more opportunities there are for filtering.
b. Emotionshow a receiver feels when a message is received influences how he or she interprets it. Extreme emotions
are most likely to hinder effective communication. In such instances, people often disregard rational and objective
thinking processes and substitute emotional judgments.
c. Information overloadoccurs when the amount of information a person is required to work with exceeds that
individual's processing capacity. What happens when individuals have more information than they can sort or use? They
tend to select out, ignore, pass over, or forget information. Or, they may put off further processing until the overload
situation is over.
d. Defensivenesswhen people feel that they're being threatened, they tend to react in ways that reduce their ability to
achieve mutual understanding. That is, they become defensiveengaging in behaviors such as verbally attacking others,
making sarcastic remarks, being overly judgmental, and questioning others' motives.
e. Languagewords mean different things to different people. Age, education, and cultural background are three of the
more obvious variables that influence the language a person uses and the definitions he or she gives to words. People may
speak the same language, but use of that language is far from uniform. Senders tend to assume that the words and
phrases they use mean the same to the receiver as they do to them. This is incorrect and creates communication barriers.
f. National cultureinterpersonal communication isn't conducted in the same way around the world. In the United
States, communication patterns tend to be individual oriented and clearly spelled out. U.S. managers rely heavily on
memoranda, announcements, position papers, and other formal forms of communication to state their positions on issues.
In collectivist countries, such as some Arab countries, there's more interpersonal contact, and face-to-face communication
is encouraged.
128)
In a short essay, list and briefly describe three common communication networks, or patterns of communication, that
emerge in organizations. Is any one network preferable to others? If so, why. If not, what factors influence which network
is best for a particular situation?
Answer
a. Chain networkcommunication flows according to the formal chain of command, both downward and upward. If
accuracy is important, the chain network works well.
b. Wheel networkcommunication flows between a clearly identifiable and strong leader and others in a work group or
team. The leader serves as a hub through which communication passes. If having a strong, identifiable leader is important
to the organization or work unit, the wheel network is the best communication network. Accuracy is also very high with
the wheel network.
c. All-channel networkcommunication flows freely among all members of a work team. If high member satisfaction is
a concern, the all-channel network is preferable.
129)
In a short essay, explain two main communication challenges that new technology has created.
Answer
Managers are learning, the hard way sometimes, that all this new technology has created special communication
challenges. The two main ones are (1) legal and security issues and (2) lack of personal interaction. Although email is a
quick and easy way to communicate, managers need to be aware of potential legal problems from inappropriate e-mail
usage. Electronic information is potentially admissible in court. Says one expert, "Today, email and instant messaging are
the electronic equivalent of DNA evidence." But e-mail's legal problems aren't the only issue facing managers. Security
concerns are another. Managers need to ensure that confidential information is kept confidential. Employee e-mails and
blogs should not communicateinadvertently or purposelyproprietary information. Corporate computer and e-mail
systems should be protected against hackers (people who try to gain unauthorized access to computer systems) and spam
(electronic junk mail). These are serious issues that managers and organizations must address if the benefits that
communication technology offers are to be realized. Another communication challenge posed by the internet age we live
and work in is the lack of personal interaction. Even when two people are communicating face-to-face, understanding is
not always achieved. However, when communication takes place in a virtual environment, it can be really hard to achieve
understanding and collaborate on getting work done. Some companies have gone so far as to ban e-mail on certain days
of the week. Others have simply encouraged employees to collaborate more in person. Yet, there are situations and times
when personal interaction isn't physically possibleyour colleagues work across the continent or even across the globe. In
those instances, real-time collaboration software (such as private workplace wikis, blogs, instant messengers, and other
types of groupware) may be a better communication choice than sending an e-mail and waiting for a response.
130)
In a short essay, define the term "community of practice." What are some key concepts for organizations seeking to build a
strong community of practice?
Answer
Communities of practice are groups of people who share a concern, a set of problems, or a passion about a topic, and who
deepen their knowledge and expertise in that area by interacting on an ongoing basis. Keys to this concept include
meeting on a regular basis and using information exchanged to improve the organization in some way. Maintaining
strong human interaction through communication tools such as interactive websites, message boards, chat rooms, e-mail,
and videoconferencing is essential. Additionally, these groups will face the same barriers to effective communication that
offline groups face. Therefore, differences can be resolved in similar fashion as in face-to-face conflicts, that is, through
techniques such as feedback, simple language, active listening, constraining emotions, and watching for nonverbal cues.
131)
In a short essay, explain the importance of communication in regards to how it can have a significant impact on a
customer's satisfaction with the service and the likelihood of being a repeat customer.
Answer
Managers in service organizations need to make sure that employees who interact with customers are communicating
appropriately and effectively with those customers. How? By first recognizing the three components in any service
delivery process the customer, the service organization, and the individual service provider. Each plays a role in whether
communication is working. Obviously, managers don't have a lot of control over what or how the customer
communicates,
but they can influence the other two.
1)
FALSE
2)
FALSE
3)
TRUE
4)
TRUE
5)
TRUE
6)
FALSE
7)
FALSE
8)
TRUE
9)
TRUE
10)
TRUE
11)
FALSE
12)
TRUE
13)
FALSE
14)
TRUE
15)
TRUE
16)
TRUE
17)
TRUE
18)
FALSE
19)
TRUE
20)
FALSE
21)
TRUE
22)
TRUE
23)
FALSE
24)
TRUE
25)
TRUE
26)
FALSE
27)
TRUE
28)
B
29)
D
30)
A
31)
D
32)
C
33)
B
34)
B
35)
A
36)
A
37)
D
38)
B
39)
A
40)
B
41)
C
42)
B
43)
B
44)
A
45)
C
46)
C
47)
D
48)
B
49)
B
50)
D
51)
B
52)
D
53)
D
54)
A
55)
A
56)
A
57)
D
58)
D
59)
C
60)
B
61)
C
62)
C
63)
D
64)
A
65)
D
66)
A
67)
B
68)
D
69)
D
70)
C
71)
A
72)
B
73)
A
74)
A
75)
D
76)
B
77)
A
78)
D
79)
A
80)
C
81)
A
82)
B
83)
A
84)
D
85)
D
86)
B
87)
D
88)
B
89)
B
90)
D
91)
A
92)
A
93)
D
94)
B
95)
C
96)
C
97)
C
98)
A
99)
D
100)
B
101)
D
102)
C
103)
B
104)
B
105)
A
106)
C
107)
D
108)
C
109)
A
110)
B
111)
D
112)
D
113)
D
114)
C
115)
B
116)
B
117)
B
118)
D
119)
B
120)
B
121)
B
122)
B
123)
Communication serves four major functions control, motivation, emotional expression, and information. Communication
acts to control employee behavior in several ways. Organizations have authority hierarchies and formal guidelines that
employees are expected to follow. For instance, when employees are required to communicate any job-related grievance
first to their immediate manager, to follow their job description, or to comply with company policies, communication is
being used to control. But informal communication also controls behavior. When work groups tease a member who's
working too hard or producing too much (making the rest of the group look bad), they're informally controlling the
member's behavior. Communication encourages motivation by clarifying to employees what is to be done, how well
they're doing, and what can be done to improve performance if it's not up to par. As employees set specific goals, work
toward those goals, and receive feedback on progress toward goals, communication is required. For many employees,
their work group is a primary source of social interaction. The communication that takes place within the group is a
fundamental mechanism by which members share frustrations and feelings of satisfaction. Communication, therefore,
provides a release for emotional expression of feelings and for fulfillment of social needs. Finally, individuals and groups
need information to get things done in organizations. Communication provides that information. No one of these four
functions is more important than the others. For groups to work effectively, they need to maintain some form of control
over members, motivate members to perform, provide a means for emotional expression, and make decisions. You can
assume that almost every communication interaction that takes place in a group or organization is fulfilling one or more
of these four functions.
124)
While Arabic is one language, there are many "forms" of Arabic. There is (1) the unequalled Arabic of the Quran, (2) the
modern standard Arabic or Fusha used by government officials, media, and public figures across the Arab world, and (3)
the Colloquial Arabic, used in every day communication, which differs significantly from one country to another.
Arabs switch codes very frequently, whether switching dialects, or switching from Arabic to English or French.
Code switching helps bilinguals to choose certain appropriate words that have certain meanings or points and might help
in adjusting the course of a conversation. Repetition is a major feature of Arabic communication; it is a core factor of the
Arabic language, regardless of the situation. Even though Arabs tend to use a lot of proverbs and ritualistic phrases when
complimenting others, many repetitive formulas seem to be related to religious oaths, but while they are used in swearing
for testimony, they are also used in the daily communication between Arabs. In Arab communication, we find a lot of
indirectness. This is not indented to be a negative action; instead it is done to avoid unpleasant or embarrassing situations.
In such situations Arabs tend to go along with what others say or want, also described as Arab musayara.
Arab culture is a high-context culture, with little information actually said in words; more dependency is given to
the physical surroundings, and courtesy and saving face is very important. Another characteristic of Arabic
communicative style is elaborateness. Two factors that are found in many Arab communication styles that explain
elaborateness are exaggeration (mubalagha) and assertion (tawkeed). Arab speakers tend to find it effective to use more
words than what would be seen as necessary by speakers in other languages. Arabs use mostly "presentation" persuasion,
which means that a large part of the persuasiveness of an idea lies in the way this idea is presented. That is why Arab
speakers tend to repeat and resort to emotional appeal (effectiveness) in their speech. Some non-Arabs may perceive this
to be a sign of lack of objectivity, which may cause some intercultural communication difficulties.
Arabs use lots of gestures in their speech. They tend to be indirect in their verbal communication but they
establish eye contact within same-sex communicators. Sometimes, when two individuals of different sexes or varying
powers communicate, eye contact tends to be minimized. A communicator in formal or social situations may lower his
gaze as a sign of respect and reverence to the other. Arab societies are considered "contact" cultures, where people (within
same sex communicators) stand close together and touch frequently. Arabs seem to be more tolerantcompared to many
Westernersto close proximity in public spaces.
125)
The seven elements of the communication process are (1) the communication source, (2) the message, (3) encoding, (4) the
channel, (5) decoding, (6) the receiver, and (7) feedback. Before communication can take place, a purpose, expressed as a
message to be conveyed, must exist. It passes between a source (the sender) and a receiver. The message is converted to a
symbolic form (called encoding) and passed by way of some medium (channel) to the receiver, who retranslates the
sender's message (called decoding). The result is the transfer of meaning from one person to another. In addition, note
that the entire process is susceptible to noisedisturbances that interfere with the transmission, receipt, or feedback of a
message. Typical examples of noise include illegible print, phone static, inattention by the receiver, or background sounds
of machinery or coworkers. Anything that interferes with understanding can be noise, and noise can create distortion at
any point in the communication process.
126)
Body language refers to gestures, facial expressions, and other body movements that convey meaning. A person frowning
"says" something different from one who's smiling. Hand motions, facial expressions, and other gestures can
communicate emotions or temperaments such as aggression, fear, shyness, arrogance, joy, and anger. Verbal intonation
refers to the emphasis someone gives to words or phrases that conveys meaning. To illustrate how intonations can change
the meaning of a message, consider the student who asks their instructor a question. The instructor replies, "What do you
mean by that?" The student's reaction will vary, depending on the tone of the instructor's response. A soft, smooth vocal
tone conveys interest and creates a different meaning from one that is abrasive and puts a strong emphasis on saying the
last word.
127)
a. Filteringthe deliberate manipulation of information to make it appear more favorable to the receiver. For example,
when a person tells his or her manager what the manager wants to hear, that individual is filtering information. The
extent of filtering tends to be a function of the number of vertical levels in the organization and the organizational culture.
The more vertical levels there are in an organization, the more opportunities there are for filtering.
b. Emotionshow a receiver feels when a message is received influences how he or she interprets it. Extreme emotions
are most likely to hinder effective communication. In such instances, people often disregard rational and objective
thinking processes and substitute emotional judgments.
c. Information overloadoccurs when the amount of information a person is required to work with exceeds that
individual's processing capacity. What happens when individuals have more information than they can sort or use? They
tend to select out, ignore, pass over, or forget information. Or, they may put off further processing until the overload
situation is over.
d. Defensivenesswhen people feel that they're being threatened, they tend to react in ways that reduce their ability to
achieve mutual understanding. That is, they become defensiveengaging in behaviors such as verbally attacking others,
making sarcastic remarks, being overly judgmental, and questioning others' motives.
e. Languagewords mean different things to different people. Age, education, and cultural background are three of the
more obvious variables that influence the language a person uses and the definitions he or she gives to words. People may
speak the same language, but use of that language is far from uniform. Senders tend to assume that the words and
phrases they use mean the same to the receiver as they do to them. This is incorrect and creates communication barriers.
f. National cultureinterpersonal communication isn't conducted in the same way around the world. In the United
States, communication patterns tend to be individual oriented and clearly spelled out. U.S. managers rely heavily on
memoranda, announcements, position papers, and other formal forms of communication to state their positions on issues.
In collectivist countries, such as some Arab countries, there's more interpersonal contact, and face-to-face communication
is encouraged.
128)
a. Chain networkcommunication flows according to the formal chain of command, both downward and upward. If
accuracy is important, the chain network works well.
b. Wheel networkcommunication flows between a clearly identifiable and strong leader and others in a work group or
team. The leader serves as a hub through which communication passes. If having a strong, identifiable leader is important
to the organization or work unit, the wheel network is the best communication network. Accuracy is also very high with
the wheel network.
c. All-channel networkcommunication flows freely among all members of a work team. If high member satisfaction is
a concern, the all-channel network is preferable.
129)
Managers are learning, the hard way sometimes, that all this new technology has created special communication
challenges. The two main ones are (1) legal and security issues and (2) lack of personal interaction. Although email is a
quick and easy way to communicate, managers need to be aware of potential legal problems from inappropriate e-mail
usage. Electronic information is potentially admissible in court. Says one expert, "Today, email and instant messaging are
the electronic equivalent of DNA evidence." But e-mail's legal problems aren't the only issue facing managers. Security
concerns are another. Managers need to ensure that confidential information is kept confidential. Employee e-mails and
blogs should not communicateinadvertently or purposelyproprietary information. Corporate computer and e-mail
systems should be protected against hackers (people who try to gain unauthorized access to computer systems) and spam
(electronic junk mail). These are serious issues that managers and organizations must address if the benefits that
communication technology offers are to be realized. Another communication challenge posed by the internet age we live
and work in is the lack of personal interaction. Even when two people are communicating face-to-face, understanding is
not always achieved. However, when communication takes place in a virtual environment, it can be really hard to achieve
understanding and collaborate on getting work done. Some companies have gone so far as to ban e-mail on certain days
of the week. Others have simply encouraged employees to collaborate more in person. Yet, there are situations and times
when personal interaction isn't physically possibleyour colleagues work across the continent or even across the globe. In
those instances, real-time collaboration software (such as private workplace wikis, blogs, instant messengers, and other
types of groupware) may be a better communication choice than sending an e-mail and waiting for a response.
130)
Communities of practice are groups of people who share a concern, a set of problems, or a passion about a topic, and who
deepen their knowledge and expertise in that area by interacting on an ongoing basis. Keys to this concept include
meeting on a regular basis and using information exchanged to improve the organization in some way. Maintaining
strong human interaction through communication tools such as interactive websites, message boards, chat rooms, e-mail,
and videoconferencing is essential. Additionally, these groups will face the same barriers to effective communication that
offline groups face. Therefore, differences can be resolved in similar fashion as in face-to-face conflicts, that is, through
techniques such as feedback, simple language, active listening, constraining emotions, and watching for nonverbal cues.
131)
Managers in service organizations need to make sure that employees who interact with customers are communicating
appropriately and effectively with those customers. How? By first recognizing the three components in any service
delivery process the customer, the service organization, and the individual service provider. Each plays a role in whether
communication is working. Obviously, managers don't have a lot of control over what or how the customer
communicates,
but they can influence the other two.