Chapter 12 Communication PDF

Organizational Behavior, 18e, Global Edition (Robbins) Chapter 12 Communication 1) Which of the following statements is true with regard to communication? A) Communication cannot be used to motivate and control employees in an organization. B) Communication involves the transfer and understanding o...

Organizational Behavior, 18e, Global Edition (Robbins) Chapter 12 Communication 1) Which of the following statements is true with regard to communication? A) Communication cannot be used to motivate and control employees in an organization. B) Communication involves the transfer and understanding of meaning. C) Communication involves the mere imparting of meaning to another person or group. D) Perfect communication is not dependent on a channel and its richness. E) Perfect communication results in dissimilar mental models. Answer: B Explanation: Communication must include both the transfer and the understanding of meaning. Perfect communication, if it existed, would occur when a thought or idea was transmitted so the receiver perceived exactly the same mental picture as the sender. Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 2) Norah Baines is one of the most devoted teachers at Oakwood Academy. She has been working with the institution for seven years and is expecting a promotion soon. However, Norah's candidacy for this promotion is passed over in favor of another less experienced male employee due to, in Norah's view, her plans to start a family soon. Consequently, Norah expresses her concerns and even complains to other teachers and expresses her frustration and disappointment. Norah's communication falls into the ________ aspect of communication. A) management B) feedback C) facilitation D) emotional sharing E) informal Answer: D Explanation: The work group is a primary source of social interaction for many employees. Communication within the group is a fundamental mechanism by which members show satisfaction and frustration. Communication, therefore, provides for the emotional sharing of feelings and fulfillment of social needs. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Hard Quest. Category: Application 1 Copyright © 2019 Pearson Education, Ltd. 3) The emotional sharing function of communication involves ________. A) managers motivating employees by setting specific goals B) management communicating company policies to employees C) managers training employees in decision-making strategies D) members of the organization following their job descriptions E) members of the organization showing their satisfaction and frustrations Answer: E Explanation: The work group is a primary source of social interaction for many employees. Communication within the group is a fundamental mechanism by which members show their satisfaction and frustrations. Communication, therefore, provides for the emotional sharing of feelings and fulfillment of social needs. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 4) Synergy Inc. has recently assigned some of its best employees to form a cross-functional team and complete a project from a new client. Many of the employees on this team are apprehensive about the structure and dynamics of how they will function as a group and accomplish this goal. To energize the employees, their immediate manager is holding a meeting with them next week where he will provide them some additional training in strategies and methods that may work well for the team. The manager's initiative to hold this meeting fulfills the ________ function of communication. A) filtering B) information C) emotional expression D) control E) informal Answer: B Explanation: Communication serves four major functions within a group or organization: control, motivation, emotional sharing, and information. The final function of communication is to facilitate decision making. Communication provides the information individuals and groups need to make decisions by transmitting the data needed to identify and evaluate choices. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Hard Quest. Category: Application 2 Copyright © 2019 Pearson Education, Ltd. 5) Before communication can take place, a ________ is required. A) filter B) channel C) receiver D) purpose E) decoder Answer: D Explanation: Before communication can take place, it needs a purpose, a message to be conveyed between a sender and a receiver. The key parts of the communication process are (1) the sender, (2) encoding, (3) the message, (4) the channel, (5) decoding, (6) the receiver, (7) noise, and (8) feedback. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 6) In a communication process, the ________ initiates a message by encoding a thought. A) receiver B) decoder C) transmitter D) sender E) receptor Answer: D Explanation: In a communication process, the sender initiates a message by encoding a thought. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 7) The ________ is the actual physical product of the sender's encoding. A) channel B) filter C) message D) noise E) medium Answer: C Explanation: The message is the actual physical product of the sender's encoding. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 3 Copyright © 2019 Pearson Education, Ltd. 8) With reference to the communication process, the ________ is the medium through which the message travels. A) feedback B) noise C) encoder D) channel E) decoder Answer: D Explanation: The channel is the medium through which the message travels. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 9) With reference to the communication process, the ________ is the one to whom the message is directed, who must first translate the symbols into understandable form. A) creator B) receiver C) encoder D) sender E) transmitter Answer: B Explanation: The receiver is the person(s) to whom the message is directed, who must first translate the symbols into understandable form. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 10) Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their Aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who is the first sender in this scenario? A) Joe B) Stacey C) Jennifer D) Ann E) Hilda Answer: D Explanation: The sender initiates a message by encoding a thought. Here, Ann initiates the communication by calling her sister to ask a question and this makes her the first sender. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Moderate 4 Copyright © 2019 Pearson Education, Ltd. Quest. Category: Application 11) Stacey was at work when Ann, her sister, called to confirm their dinner plan the following weekend at their Aunt Hilda's farmhouse. Stacey said she would call Joe, her husband, and get back to her. However, when Stacey called her back, Ann could not hear most of what she said because Jennifer, Ann's daughter, was crying loudly in the background. Who represents the noise in the communication process depicted in this scenario? A) Hilda B) Joe C) Jennifer D) Ann E) Stacey Answer: C Explanation: Noise represents communication barriers that distort the clarity of the message, such as perceptual problems, information overload, semantic difficulties, or cultural differences. Jennifer's crying is the noise in this scenario. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 12) Formal information channels are characterized by ________. A) the transmission of spontaneous messages B) the emergence in response to individual choices C) the absence of noise in the communication cycle D) the personal and social nature of usage E) being compliant with the organizational authority chain Answer: E Explanation: Formal channels are established by the organization and transmit messages related to the professional activities of members. They traditionally follow the authority chain within the organization. Other forms of messages, such as personal or social, follow informal channels, which are spontaneous and emerge as a response to individual choices. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 5 Copyright © 2019 Pearson Education, Ltd. 13) Which of the following statements is true regarding an informal communication channel? A) It traditionally follows the authority chain within the organization. B) It generally transmits messages related to the professional activities of members. C) It is established by the organization. D) It is generally used for communicating personal or social messages. E) Information regarding change in the policies of the organization is transmitted through it. Answer: D Explanation: Formal channels are established by the organization and transmit messages related to the professional activities of members. They traditionally follow the authority chain within the organization. Other forms of messages, such as personal or social, follow informal channels, which are spontaneous and emerge as a response to individual choices. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 14) When the receiver of a communication translates the message, it is known as ________. A) encoding B) conveying C) transmitting D) filtering E) decoding Answer: E Explanation: The receiver is the person(s) to whom the message is directed, who must first translate the symbols into understandable form. This step is the decoding of the message. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 15) In a communication process, ________ is the check on how successful we have been in transferring our messages as originally intended. A) filtering B) signal C) feedback D) encoding E) noise Answer: C Explanation: Feedback is the check on how successful we have been in transferring our messages as originally intended. It determines whether understanding has been achieved. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 6 Copyright © 2019 Pearson Education, Ltd. 16) Which of the following is the final step in the communication process? A) silence B) feedback loop C) all-channel transmission D) decoding E) encoding Answer: B Explanation: Feedback is the check on how successful we have been in transferring our messages as originally intended. It determines whether understanding has been achieved. The final link in the communication process is a feedback loop. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 17) The sender, the message, and the receiver are all parts of the communication process. Answer: TRUE Explanation: The key parts of the communication process are (1) the sender, (2) encoding, (3) the message, (4) the channel, (5) decoding, (6) the receiver, (7) noise, and (8) feedback. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 18) In the communication process, decoding precedes encoding. Answer: FALSE Explanation: The sender initiates a message by encoding a thought. The message is the actual physical product of the sender's encoding. The receiver is the person(s) to whom the message is directed, who must first translate the symbols into understandable form. This step is the decoding of the message. Decoding comes after the sender's encoding. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 19) It's important to remember that persuasion can benefit or harm an organization. Answer: TRUE Explanation: Like emotional sharing, persuasion can be good or bad depending on if, say, a leader is trying to persuade a work group to believe in the organization's commitment to corporate social responsibility (CSR) or to persuade the work group to break the law to meet an organizational goal. These may be extreme examples, but it's important to remember that persuasion can benefit or harm an organization. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Moderate 7 Copyright © 2019 Pearson Education, Ltd. Quest. Category: Concept 20) Brian Grazer found good communication makes organizations successful. Communication is powerful: no group or organization can exist without sharing meaning among its members. Answer: FALSE Explanation: Brian Grazer found good communication makes organizations successful. Communication is powerful: no group or organization can exist without sharing meaning among its members. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 21) What are the seven key parts of the communication process? Answer: The seven key parts of the communication process are (1) the sender, (2) encoding, (3) the message, (4) the channel, (5) decoding, (6) the receiver, (7) noise, and (8) feedback. The sender initiates a message by encoding a thought. The message is the actual physical product of the sender's encoding. The channel is the medium through which the message travels. The receiver is the person(s) to whom the message is directed, who must first translate the symbols into understandable form. This step is the decoding of the message. Noise represents communication barriers that distort the clarity of the message. The final link in the communication process is a feedback loop. Feedback is the check on how successful we have been in transferring our messages as originally intended. LO: 12.1: Describe the functions and process of communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 22) Communication that flows from one level of a group or organization to a lower level is called ________. A) intrapersonal communication B) downward communication C) upward communication D) lateral communication E) horizontal communication Answer: B Explanation: Communication that flows from one level of a group or organization to a lower level is downward communication. Group leaders and managers use it to assign goals, provide job instructions, explain policies and procedures, point out problems that need attention, and offer feedback about performance. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 8 Copyright © 2019 Pearson Education, Ltd.  9 Copyright © 2019 Pearson Education, Ltd. 23) Which of the following is an example of downward communication? A) Harry is reporting the work he has done for the day to his supervisor. B) Ben, an assembly line worker, is communicating some safety concerns he has to his manager. C) Silas has just sent a request for leave to his supervisor and is hoping that it will be accepted. D) John and Jack, the production and the marketing managers, have met to discuss the budget constraints they are facing. E) Ray is holding his monthly meeting with his team in which he informs them of their monthly targets. Answer: E Explanation: Communication that flows from one level of a group or organization to a lower level is downward communication. Group leaders and managers use it to assign goals, provide job instructions, explain policies and procedures, point out problems that need attention, and offer feedback about performance. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 24) Which of the following is a disadvantage of downward communication? A) communication apprehension B) inferiority complex C) inability to convey feedback D) one-way nature E) fear of authority chain Answer: D Explanation: One of the problems in downward communication is its one-way nature; generally, managers inform employees but rarely solicit their advice or opinions. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 10 Copyright © 2019 Pearson Education, Ltd. 25) Communication that flows to a higher level in the group or organization is called ________. A) intrapersonal communication B) downward communication C) upward communication D) lateral communication E) horizontal communication Answer: C Explanation: Upward communication flows to a higher level in the group or organization. It's used to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 26) Which of the following is an example of upward communication? A) Jennifer has just received an outstanding performance rating as a part of the yearly appraisals. B) Sherry is holding a project initiation meeting with her team to familiarize them with the guidelines and requirements. C) The assembly line workers have conducted a signature campaign asking for the revision of the old pay scales. D) The management has recently given a copy of the new safety policies that the employees must abide by in their daily work. E) The heads of the different departments of Carver Inc. have met to discuss their plans for the coming year. Answer: C Explanation: Upward communication flows to a higher level in the group or organization. It's used to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems. The employees are holding this signature campaign to convey their pay-related grievance to the management. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 11 Copyright © 2019 Pearson Education, Ltd. 27) Communication that takes place among members of work groups at the same level is known as ________ communication. A) diagonal B) grapevine C) upward D) lateral E) downward Answer: D Explanation: When communication takes place among members of the same work group, members of work groups at the same level, managers at the same level, or any other horizontally equivalent workers, it is described as lateral communication. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 28) Reuben Williams, the marketing manager for F&B Industries, is frustrated. He feels that the production division repeatedly lets his division down. Although the latest marketing strategy announced that a new product would be available in the market by July, the production division was unable to complete the production of the first batch till August. The production manager claims that manpower is short and the targets placed on the production division are unreasonably high. To resolve this deadlock, they will be meeting soon. This meeting is an example of ________ communication. A) lateral B) grapevine C) diagonal D) upward E) downward Answer: A Explanation: When communication takes place among members of the same work group, members of work groups at the same level, managers at the same level, or any other horizontally equivalent workers, it is described as lateral communication. The marketing manager and the production manager belong to the same hierarchical level but represent different divisions; their communication is an example of lateral communication. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 12 Copyright © 2019 Pearson Education, Ltd. 29) Which of the following is a unique advantage of lateral communication? A) Lateral communication helps in the transmission of ideas and information. B) Lateral communication occurring with management's knowledge and support can be beneficial even if it does not follow the formal vertical structure. C) Lateral communication facilitates emotional expression, enhances motivation, and helps the organization control its employees effectively. D) Lateral communication facilitates coordination at the intradepartmental level. E) Lateral communication works quickly as it does not follow the stages of the communication process. Answer: B Explanation: Because strictly adhering to the formal vertical structure for all communications can be inefficient, lateral communication occurring with management's knowledge and support can be beneficial. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 30) Managers can identify influencers (highly networked people trusted by their coworkers) by noting which individuals are small talkers (those who regularly communicate about insignificant, unrelated issues). Answer: TRUE Explanation: Managers can identify influencers (highly networked people trusted by their coworkers) by noting which individuals are small talkers (those who regularly communicate about insignificant, unrelated issues). LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 31) Communication that flows from one level of a group or organization to a lower level is called downward communication. Answer: TRUE Explanation: Communication that flows from one level of a group or organization to a lower level is downward communication. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 13 Copyright © 2019 Pearson Education, Ltd. 32) Lateral communication is often created to short-circuit the vertical hierarchy within an organization. Answer: TRUE Explanation: When communication takes place among members of the same work group, members of work groups at the same level, managers at the same level, or any other horizontally equivalent workers, we describe it as lateral communication. Lateral communication is informally created to short-circuit the vertical hierarchy and expedite action. Horizontal communication saves time and facilitates coordination. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 33) The all-channel network permits group members to communicate actively with each other. Answer: TRUE Explanation: The all-channel network permits group members to communicate actively with each other. It's most often characterized by self-managed teams, in which group members are free to contribute and no single person takes on a leadership role. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 14 Copyright © 2019 Pearson Education, Ltd. 34) Gehring Services is a company organized around a strong management which values experience, knowledge, and structure. The company has a detailed framework of rules, procedures, and guidelines in place to help employees respond to problems in an orderly manner. Mails, memos, and notifications are used to communicate between managers, employees, and the management. Despite such provisions to help in structuring and executing work, the company incurs losses for delays and quality issues. One of their key clients had asked for two similar projects to be delivered by the teams headed by Briony and Benedict. While Benedict's team completed the project successfully on time, Briony's team had to implement numerous last- minute changes to meet client specifications, and she ended up delivering the project over a week late. Which of the following, if true, would explain this delay in Briony's submission? A) Briony's team was comprised of members who generated a lot of positive synergy while working together. B) Briony and Benedict had teams comprising equal members and were allocated company resources in equitable manner. C) The company stipulated that all communication be in the upward or downward mode only to ensure clarity and control. D) Briony had a good track record with clients who trusted her to do a good job. E) The management allowed Briony's team an extension to complete the project. Answer: C Explanation: The fact that Briony's team was comprised of members who generated a lot of positive synergy while working together does not explain the delay in the team's submission. The fact that Briony and Benedict had teams comprised of equal members and were allocated company resources in equitable manner does not explain the delay in Briony's project submission. The fact that the company stipulated that all communication be in the upward or downward mode does explain the delay in Briony's project submission. Because Gehring services strictly adheres to the formal vertical structure for all communications, it has become inefficient. Lateral communication occurring with management's knowledge and support can be beneficial in such a situation. The fact that Briony had a good track record with clients who trusted her to do a good job does not explain the delay in her project submission. The fact that the management allowed Briony's team an extension to complete the project is a consequence of the delay. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Reflective thinking Difficulty: Hard Quest. Category: Critical Thinking 15 Copyright © 2019 Pearson Education, Ltd. 35) Explain and provide a workplace example for each of the following communication situations: oral communication in downward flowing direction; written communication in upward flowing direction; and nonverbal communication in lateral flowing direction. Answer: Communication that flows from one level of a group or organization to a lower level is downward communication. When a sales manager holds a sales meeting to explain new products or to motivate the team, he is using downward flowing oral communication. Upward communication flows to a higher level in the group or organization. It's used to provide feedback to higher-ups, inform them of progress toward goals, and relay current problems. A monthly status report from a project manager sent to his department director is an example of upward flowing written communication. When communication takes place among members of the same work group, members of work groups at the same level, managers at the same level, or any other horizontally equivalent workers, we describe it as lateral communication. Nonverbal communication includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. When two programmers confer on the best way to crack a code for a common project, they are engaging in oral-lateral communication. If one of them shows a puzzled face or raises an eyebrow at the other's suggestion that is an example of nonverbal lateral communication. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Analytical thinking Difficulty: Moderate Quest. Category: Synthesis 36) Discuss the advantages and disadvantages of oral communication. Answer: The chief means of conveying messages is oral communication. The advantages of oral communication are speed and feedback. We can convey a verbal message and receive a response in minimal time. If the receiver is unsure of the message, rapid feedback allows the sender to quickly detect and correct it. The major disadvantage of oral communication surfaces whenever a message has to pass through a number of people the more people, the greater the potential distortion. Therefore, oral communication "chains" are generally more of a liability than an effective tool in organizations. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 16 Copyright © 2019 Pearson Education, Ltd. 37) The ________ network is a type of formal small-group network that rigidly follows the formal and hierarchical levels of command. A) matrix B) chain C) wheel D) all channel E) cross-functional Answer: B Explanation: The chain rigidly follows the formal chain of command; this network approximates the communication channels you might find in a rigid three-level organization. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 38) Peter is working on a project. He feels that the parameters need to be changed to meet client specifications. First, he must talk to his immediate supervisor, who will then discuss the issue with her department director before any changes can be implemented. Peter is most likely a part of a ________ small-group network. A) star B) mesh C) chain D) all-channel E) ring Answer: C Explanation: The decision making described in the example follows the formal chain of command; this network approximates the communication channels you might find in a rigid three-level organization. Peter is most likely part of a chain group. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 17 Copyright © 2019 Pearson Education, Ltd. 39) The ________ network is a type of formal small-group network that relies on a central figure to act as the conduit for all the group's communication. A) matrix B) chain C) wheel D) all channel E) cross-functional Answer: C Explanation: The wheel relies on a central figure to act as the conduit for all the group's communication; it simulates the communication network you would find on a team with a strong leader. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 18 Copyright © 2019 Pearson Education, Ltd. 40) Carol Zelner, the manager of a small event management company, is known for her efficiency. She provides the team with clearly defined tasks, guidelines, and directives. Further, she is always available to provide feedback or resolve troubles. Recently, with Carol on leave for about three weeks, the team had a lot of problems. The team members lacked the requisite information on client details, locations, and budgets and had to repeatedly cross-check with each other or the clients. Which of the following, if true, would best explain the problems faced by Carol's team currently? A) Members of Carol's team have a high degree of satisfaction with their role in the team's communication. B) Carol selects employees for her company by evaluating their personality traits to ensure that they fit well into the team-based environment of the company. C) Carol encourages all group members to actively communicate with each other. D) Carol's team primarily consists of individuals from low-context cultures. E) The communication in Carol's team follows the approach represented by a wheel network. Answer: E Explanation: The fact that the members of Carol's team have a high degree of satisfaction with their role in the team's communication does not explain the problems in the group in her absence. The fact that Carol selects employees for her company by evaluating their personality traits to ensure that they are a good fit with the company's team-based environment does not explain the problems faced by the team in her absence. The fact that Carol encourages all group members to actively communicate with each other does not explain the problems faced by the team in her absence. The fact that Carol's team primarily consists of individuals from low-context cultures does not explain the problems faced by the team in her absence. The fact that the communication in Carol's team follows the approach represented by a wheel network does explain the problems faced by team in her absence. This network relies on a central figure to act as the conduit for all of the group's communication. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Hard Quest. Category: Critical Thinking 41) The ________ network is a type of formal small-group network that permits the entire group to actively communicate with each other. A) matrix B) virtual C) wheel D) chain E) all-channel Answer: E Explanation: The all-channel network permits all group members to actively communicate with each other. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication 19 Copyright © 2019 Pearson Education, Ltd. Difficulty: Easy Quest. Category: Concept 42) The all-channel network is practiced most commonly in ________. A) traditional teams B) self-managed teams C) cross-functional teams D) problem-solving groups E) work groups Answer: B Explanation: The all-channel network permits all group members to actively communicate with each other; it's most often characterized in practice by self-managed teams, in which all group members are free to contribute and no one person takes on a leadership role. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 43) Ideally, a chain network should be used when ________. A) high speed of information transfer is desired B) accuracy of information is most important C) the network is expected to facilitate emergence of a leader D) high member satisfaction is desired E) the teams using the chain network are self-managed teams Answer: B Explanation: Ideally, a chain network should be used when accuracy of information is most important. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 44) The criteria of member satisfaction is best met by the ________ type of formal small-group network. A) hierarchical B) wheel C) chain D) traditional E) all-channel Answer: E Explanation: When the criteria for evaluating the efficacy of small-group networks is member satisfaction, chain and wheel networks have moderate and low efficacy, while an all-channel network provides high efficacy on this criteria. 20 Copyright © 2019 Pearson Education, Ltd. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 45) Which of the following represents the informal communication network in an organization? A) feedback loop B) grapevine C) chain network D) all-channel network E) wheel network Answer: B Explanation: The informal communication network in a group or organization is called the grapevine. Although the grapevine may be informal, it's still an important source of information. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 46) The informal communication network in an organization is ________. A) determined by organization B) based on clear and factual information C) rooted in issues of minimal importance to employees D) characterized by ambiguity E) controlled by the management Answer: D Explanation: The informal communication network in a group or organization is called the grapevine. It is not controlled by management. Most employees perceive it as more believable and reliable than formal communiqués issued by top management. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 47) Managers should minimize the negative consequences of rumors by limiting rumors' range and impact. Answer: TRUE Explanation: Yes, managers should try to minimize the negative consequences of rumors by limiting their range and impact. LO: 12.3: Contrast oral, written, and nonverbal communication. 21 Copyright © 2019 Pearson Education, Ltd. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 22 Copyright © 2019 Pearson Education, Ltd. 48) Which of the following is a desirable strategy for managers aiming to reduce the negative consequences of rumors? A) initiating disciplinary action against the employee who started the rumor B) refusing to comment on issues that appear to be controversial and unfair C) creating a more informal communication environment at the workplace D) encouraging employees to communicate their concerns and suggestions E) ignoring the rumor as rumors grow because of the attention given to them Answer: D Explanation: To reduce the negative consequences of rumors, managers must provide information, explain actions and decisions that appear to be unfair, refrain from victimizing the messenger, and maintain open communication channels inviting employee suggestions and ideas. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 49) Discuss the three common small-group networks. Evaluate each on their effectiveness. Is there any one best network? Answer: a) The chain rigidly follows the formal chain of command. This network approximates the communication channels you might find in a rigid three-level organization. The chain is best if accuracy is most important. b) The wheel relies on a central figure to act as the conduit for all of the group's communication. It stimulates the communication network you would find on a team with a strong leader. The structure of the wheel facilitates the emergence of a leader. c) The all-channel network is most often characterized in practice by self-managed teams, in which all group members are free to contribute and no one person takes on a leadership role. The all-channel network is best if you are concerned with having high member satisfaction. No single network is best for all occasions. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 23 Copyright © 2019 Pearson Education, Ltd. 50) Janice is a part of a work team comprised of five members. Explain the various ways in which this team may be organized and how it would impact the team's communication. Answer: Janice's team can be organized in three different small-group networks. If it is arranged in a chain network, then the communication channels will follow a rigid three-level organizational hierarchy. Under this method, speed, member satisfaction, and chances of the emergence of a powerful leadership would be low, but accuracy of communication would be high. If her team were arranged as a wheel network, then one member of her team would act as a central conduit for all the group's communication. This would provide the team with high levels of accurate communication centered around a leader; speed of communication would be fast but member satisfaction may be low. Janice's team may also be arranged in the form of an all-channel network, which permits all group members to communicate actively. In such an arrangement, speed of communication will be high, accuracy will be moderate, and members will experience high levels of satisfaction with the kind of communication that occurs in the group. LO: 12.2: Contrast downward, upward, and lateral communication through small-group networks and the grapevine. AACSB: Analytical thinking Difficulty: Moderate Quest. Category: Synthesis 51) Which of the following statements is true regarding oral communication? A) It is tangible and verifiable. B) It can be stored for an indefinite period. C) The sender can quickly obtain feedback from the receiver. D) As compared to written communication, it is more likely to be well thought out, logical, and clear. E) In the case of oral communication, the possibility of distortion of the message decreases. Answer: C Explanation: The advantages of oral communication are speed and feedback. We can convey a verbal message and receive a response in minimal time. If the receiver is unsure of the message, rapid feedback allows the sender to quickly detect and correct it. The major disadvantage of oral communication surfaces whenever a message has to pass through a number of people: the more people, the greater the potential distortion. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 24 Copyright © 2019 Pearson Education, Ltd. 52) Written communication such as letter writing is characterized by ________. A) a high degree of potential distortion B) the speed of transmission and feedback C) the availability of nonverbal cues D) its lasting nature E) minimal time required for transmission and feedback Answer: D Explanation: Letter writing can be used to great effect in business, adding a personal touch to a communication or, alternatively, creating a lasting document to signal an official commitment. Both the sender and receiver have a record of the communication, and the message can be stored for an indefinite period. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 53) Genepa Corporation manufactures home appliances and other electronic products. Genepa is planning to introduce a new refrigerator model. The marketing manager at Genepa has developed a marketing plan for this new product and wants to communicate this plan to all the employees in the marketing department. Which of the following is most likely to be the best form of communication for communicating this plan? A) nonverbal communication B) oral communication C) written communication D) grapevine communication E) lateral communication Answer: C Explanation: Written communication includes letters, e-mail, instant messaging, organizational periodicals, and any other method that conveys written words or symbols. Written business communication today is usually conducted via letters, PowerPoint, e-mail, instant messaging, text messaging, social media, apps, and blogs. When it's printed, both the sender and receiver have a record of the communication, and the message can be stored for an indefinite period. The marketing plan is likely to contain a number of tasks spread out over several months. By putting it in writing, those who have to initiate the plan can readily refer to it over its lifespan. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Hard Quest. Category: Application 25 Copyright © 2019 Pearson Education, Ltd. 54) Which of the following forms of communication is characterized by the use of only body movements, intonations, facial expressions, and physical distance to communicate? A) written communication B) downward communication C) nonverbal communication D) lateral communication E) upward communication Answer: C Explanation: Nonverbal communication deals with body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Downward, upward, and lateral communication may or may not be nonverbal. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 55) Which of the following modes of communication does not fall under the concept of nonverbal communication? A) physical distance B) personal e-mails C) intonations D) facial expressions E) body movement Answer: B Explanation: Nonverbal communication deals with body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 26 Copyright © 2019 Pearson Education, Ltd. 56) Which of the following statements is true with regard to nonverbal communication? A) Nonverbal communication has a high degree of potential distortion. B) E-mails and memos are examples of nonverbal communication. C) The importance of nonverbal cues is low as they have no fixed meanings. D) Level of interest and the perceived status between a sender and a receiver can be studied through body language. E) Messages received through oral and nonverbal communication cannot be contradictory to each other. Answer: D Explanation: The two most important messages body language conveys are (1) the extent to which we like another and are interested in his or her views and (2) the perceived status between a sender and receiver. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 57) When writing e-mails, text language is generally considered acceptable. Answer: FALSE Explanation: The benefits of e-mail messages are obvious: they can be written, edited, sent, and stored quickly and cheaply. When writing e-mails, give a greeting/salutation, keep sentences, paragraphs, and thoughts short, however, don't be curt. Don't use text language. Check your spelling, and when people write back, reply within 24 hours. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 58) Crossed arms convey a feeling of approachability. Answer: FALSE Explanation: We act out our state of being with nonverbal language. We can smile to project trustworthiness, uncross our arms to appear approachable, and stand to signal authority. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 27 Copyright © 2019 Pearson Education, Ltd. 59) What is the difference between videoconferencing and conference calling? Answer: Videoconferencing permits employees and clients to conduct real-time meetings with people at different locations. Live audio and video images let us see, hear, and talk with each other without being physically in the same location. Conference calling is generally limited to telephone exchanges where some people may gather around one speaker phone, and others call in through a secure line. There may be some shared files or videos everyone can see on their computers. Both modes are used selectively, according to the application. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 60) Describe the various forms of nonverbal communication. Answer: Nonverbal communication includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. The two most important messages body language conveys are (1) the extent to which we like another and are interested in his or her views and (2) the perceived status between a sender and receiver. A body position or movement does not by itself have a precise or universal meaning, but when it is linked with spoken language, it gives fuller meaning to a sender's message. Intonations can change the meaning of a message. Facial expressions also convey meaning. Physical distance also has meaning. What is considered proper spacing between people largely depends on cultural norms. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 61) Communicating through e-mail provides ________. A) a host of nonverbal cues to understand the message better B) the best means to convey negative information C) a cheaper alternative to the conventional communication through letters D) a secure communication link that nobody else can access E) an option to hold real-time meetings with people in different locations Answer: C Explanation: E-mail is not the best way to communicate negative messages. It's time-consuming nature, limited possibility to express emotions, and privacy concerns are other drawbacks. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 28 Copyright © 2019 Pearson Education, Ltd. 62) Which of the following is not a recommendation to writing e-mails? A) make the subject line short and topic-related B) offer a greeting and salutation C) do not use bullet points D) always check your spelling E) reply within 24 hours Answer: C Explanation: All are suggestions for writing e-mails except it is recommended to use bullets points, not avoid them. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 63) When you need to gauge the receptivity of a recipient, which type of communication is best? A) Twitter B) e-mail C) traditional letters D) social media E) oral communication Answer: E Explanation: When you need to gauge the receiver's receptivity, oral communication is usually the better choice. It allows you see the receiver's reaction to each idea you are proposing. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 64) Which of the following types of electronic communications is used to communicate by posting status updates, videos, and photos? A) blogs B) video conferencing C) social media websites D) grapevine E) e-mails Answer: C Explanation: Social networking has become a tool for prospective employees, hiring managers, employees, and human resources divisions. Facebook has more than 1.44 billion active users per month and it's important to remember in business that users can send messages to other users either by posting on their walls (public), sending messages, or setting up chats (private). They can also communicate with multiple other users ("friends") by posting status updates, videos, and photos. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy 29 Copyright © 2019 Pearson Education, Ltd. Quest. Category: Concept 65) Which of following is true regarding text messaging? A) They represent the best means to communicate long messages that must be archived. B) The guidelines for business use of texting are still evolving. C) They represent a secure mode of communication that cannot be intercepted. D) Instant messaging is not dependent on the availability of Internet or computers. E) Text messaging is transmitted primarily via computers. Answer: B Explanation: Text messaging is similar to instant messaging in that both are synchronous technologies, but text messaging is usually done via cellphone and often as a real-time alternative to phone calls. The guidelines for business use of texting are still evolving. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 66) Which of the following is true regarding social networking? A) Individuals between ten and eighteen years of age are the fastest growing group of users of Facebook. B) Many organizations have developed their own in-house social networking applications. C) The use of social networking sites eliminates cyber loafing at work. D) Social networking sites are primarily for interpersonal communication and have no business- related uses. E) Social networking is a protected activity that cannot be intercepted. Answer: B Explanation: In a desire to maintain control over employee use of social networking for professional purposes, many organizations have developed their own in-house social networking applications. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 30 Copyright © 2019 Pearson Education, Ltd. 67) E-Way is an electronics company that is developing a new cell phone that will be released in the market soon. Which of the following, if true, would strengthen the argument that the company should use social media to promote the new cellphone? A) E-Way's last two releases received a lot of criticism from consumers. B) One of E-Way's rival companies had used social media unsuccessfully to advertise its new product. C) The production team overshot the budget and the marketing team has low funds. D) The target consumers for the cellphone are not restricted to any demographic category. E) The company has a tightly integrated production and distribution mechanism. Answer: C Explanation: The fact that E-Way's last two releases received a lot of criticism from consumers does not strengthen the argument that the company should use social media to promote the new cellphone. The fact that one of E-Way's rival companies had used social media successfully to advertise its new product does not strengthen the argument that E-Way must do the same. The fact that the production team overshot the budget and the marketing team has low funds does strengthen the argument that E-Way should use social media to promote the new cellphone as it is cheaper. The fact that the target consumers for the cellphone are not restricted to any demographic category does not strengthen the argument in favor of E-Way using social media for advertising the new product. The fact that the company has a tightly integrated production and distribution mechanism does not strengthen the argument that E-Way must use social media to advertise the new product. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Reflective thinking Difficulty: Hard Quest. Category: Critical Thinking 68) A(n) ________ is a web site about a single person or company. A) e-mail account B) social networking site C) blog D) instant messaging portal E) file transfer protocol Answer: C Explanation: A blog (web log) is a web site about a single person or company. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 31 Copyright © 2019 Pearson Education, Ltd. 69) When using e-mail in a business setting, you should ________. A) use an informal writing style B) use text language C) avoid bullet points D) give a greeting E) reply only when you have a definitive answer Answer: D Explanation: The benefits of e-mail messages are obvious: they can be written, edited, sent, and stored quickly and cheaply. When writing e-mails, give a greeting/salutation, keep sentences, paragraphs, and thoughts short, however, don't be curt. Don't use text language. Check your spelling and when people write back, reply within 24 hours. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 70) Europe has the world's largest number of social media users. Answer: FALSE Explanation: Asia has the world's largest number of social media users, and apps play a large role in that part of the world through Line(Japan), WeChat (China), and Kakao (South Korea). LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 71) Facebook is a hybrid social networking service that allows users to post microblog entries or tweets to their subscribers about any topic, including work. Answer: FALSE Explanation: Twitter is a hybrid social networking service that allows users to post microblog entries or tweets to their subscribers about any topic, including work. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 72) Sixty-five percent of all remote meetings are done via audio only. Answer: TRUE Explanation: You might assume people prefer videoconferencing to conference calling since video offers a more nearly "live" experience, but 65% of all remote meetings are done via audio only. For reasons not clearly understood besides some people's reluctance to be on camera, the time people spend on audio-only calls may be growing almost 10 percent per year. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 32 Copyright © 2019 Pearson Education, Ltd. 73) Social networking is a tool for prospective employees, hiring managers, and employees. Answer: TRUE Explanation: Social networking has become a tool for prospective employees, hiring managers, employees, and human resource divisions. Some of the modes of communication may be appropriate for business application (such an organization's Facebook page) but many are not. Research has found that none of the world's 50 most profitable companies' CEOs are using Facebook. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 74) Voice refers to the ability to contribute words of value to the meeting or other forum in the workplace. Answer: TRUE Explanation: Good interpersonal communication is key to making meetings effective. Voice refers to the ability to contribute words of value to the meeting or other forum in the workplace. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 75) Discuss the use of social media websites in business settings. Answer: Nowhere has online communication been more transformed than in the rise of social networks like Facebook and LinkedIn, and business is taking advantage of the opportunities these social media platforms present. Many organizations have developed their own in-house social networking applications, known as enterprise social software, and most have their own Facebook and Twitter feeds. Social networking has become a tool for prospective employees, hiring managers, employees, and human resources divisions. Facebook has more than 1.44 billion active users per month and it's important to remember in business that users can send messages to other users either by posting on their walls (public), or sending messages, or setting up chats (private). They can also communicate with multiple other users ("friends") by posting status updates, videos, and photos. Some of the modes of communication may be appropriate for business application, but many are not. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Analytical thinking Difficulty: Moderate Quest. Category: Synthesis 33 Copyright © 2019 Pearson Education, Ltd. 76) How would you relate the concepts of wheel network and information overload? Answer: The wheel network relies on a central figure to act as the conduit for all the group's communication; it simulates the communication network you would find on a team with a strong leader. Since all the communication must pass through this central figure, this person may have the highest susceptibility to information overload. When the information we have to work with exceeds our processing capacity, the result is information overload. People suffering from information overload tend to select, ignore, pass over, or forget. They may also put off further processing until the overload situation ends. This will adversely affect group performance. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Analytical thinking Difficulty: Moderate Quest. Category: Synthesis 77) Explain how the grapevine functions and why it exists in organizational communication. Answer: The informal communication system is the grapevine. Although it is informal, it is still an important source of information. A survey found that 75 percent of employees hear about matters first through rumors on the grapevine. The grapevine has three main characteristics. First, it is not controlled by management. Second, most employees perceive it as more believable and reliable than formal communiqués issued by top management. Finally, it is largely used to serve the interests of the people within it. Rumors emerge as a response to situations that are important to us, when there is ambiguity, and under conditions that arouse anxiety. The fact that work situations frequently contain these three elements explains why rumors flourish in organizations. The secrecy and competition that typically prevail in large organizations encourage and sustain rumors on the grapevine. A rumor will persist either until the wants and expectations creating the uncertainty are fulfilled or the anxiety has been reduced. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 78) What are the benefits and drawbacks of e-mail? Answer: The business benefits of e-mail messages are obvious: they can be written, edited, sent, and stored quickly and cheaply. E-mail is now without cost however. In fact, according to e-mail software company Messagemind, corporations lose $650 billion each year from time spent processing unnecessary e-mails. One study also indicated that people focus longer on tasks and are less stressed when they are cut off from checking e-mail, although other research suggests that e-mail is only stressful for employees when their workload is already heavy. LO: 12.3: Contrast oral, written, and nonverbal communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 34 Copyright © 2019 Pearson Education, Ltd. 79) Which of the following communication channels provides the highest information richness? A) e-mail B) face-to-face conversations C) online group discussions D) voice mail E) memos and letters Answer: B Explanation: Rich communication channels can (1) handle multiple cues simultaneously, (2) facilitate rapid feedback, and (3) be very personal. Face-to-face conversation scores highest in channel richness because it transmits the most information per communication episode. LO: 12.4: Describe how channel richness underlies the choice of communication method. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 80) Which of the following communication channels provides the lowest information richness? A) online group discussions B) face-to-face conversations C) telephone conversations D) voice mail E) reports and bulletins Answer: E Explanation: Rich communication channels can (1) handle multiple cues simultaneously, (2) facilitate rapid feedback, and (3) be very personal. Impersonal written media such as formal reports and bulletins rate lowest in richness. LO: 12.4: Describe how channel richness underlies the choice of communication method. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 35 Copyright © 2019 Pearson Education, Ltd. 81) When the middle-level manager of the production department at Wilson Works was laid off, many employees who worked under him became apprehensive about their job security. They were aware of the current trend toward laying off employees in the economy. The termination of their manager combined with the fact that their division had performed only moderately well in the last two quarters led the employees to believe that they were at a high risk of losing their jobs as well. Which of the following, if true, would weaken the argument that the production manager should hold face-to-face meetings to assure the employees in the production division? A) The employees have serious concerns over job security. B) Rumors had spread about impending layoffs at Wilson Works. C) The middle-level manager supervised over five hundred employees. D) Wilson Works has a strong formal communication network in place. E) The company has no fixed policy with regard to rightsizing employees. Answer: C Explanation: The fact that the employees have serious concerns over job security strengthens the argument that the production manager should hold face-to-face meetings to assure the employees in the production division. The fact that rumors had spread about impending layoffs at Wilson Works also strengthens the argument that the production manager should hold face-to-face meetings to assure the employees in the production division. The fact that the middle-level manager supervised over five hundred employees weakens the argument that the production manager should hold face-to-face meetings to assure the employees in the production division as it is not feasible. The fact that Wilson Works has a strong formal communication network in place does not strengthen or weaken the argument presented here. The fact that the company has no fixed policy with regard to rightsizing employees does not strengthen or weaken the argument presented here. LO: 12.4: Describe how channel richness underlies the choice of communication method. AACSB: Reflective thinking Difficulty: Hard Quest. Category: Critical Thinking 36 Copyright © 2019 Pearson Education, Ltd. 82) Treesa Mayering recently began her first job at a PR firm called Pro as a copywriter. Her job involves creating scripts for press releases, advertisements, and other media events. She has been working under the guidance of Will Preston, the senior copywriter. Treesa, who has no prior experience in this job, had worked on scripts for advertisements and online brochures alone when she was asked to work on a press release for the first time. Will reviewed Treesa's script and sent her an e-mail full of detailed corrections, which she promptly implemented. However, when Will looked at the script later, he felt that it did not represent a significant improvement of her first draft. Which of the following, if true, would best explain this outcome? A) The feedback provided by Will was not elaborate and comprehensive enough. B) Treesa took a lot of time to implement Will's corrections and revise her script. C) Treesa was hired because she demonstrated considerable analytical and creative thinking skills in her pre-employment tests. D) Will routinely e-mailed feedback on scripts for advertisements, online brochures, and press releases to his team members. E) Will believed that Treesa's understanding of his e-mailed feedback would be accurate. Answer: A Explanation: The fact that the feedback provided by Will was not elaborate and comprehensive enough does explain this outcome as his choice of communication channel was not rich enough to convey the message he intended to communicate. The fact that Treesa took a lot of time to implement Will's corrections and revise her script does not explain this outcome. The fact that Treesa was hired because she demonstrated considerable analytical and creative thinking skills in her pre-employment tests does not explain this outcome. The fact that Will routinely e-mailed feedback on scripts does not explain this outcome. The fact that Will believed that Treesa's understanding of his e-mailed feedback would be accurate is an assumption that does not completely explain this outcome. LO: 12.4: Describe how channel richness underlies the choice of communication method. AACSB: Reflective thinking Difficulty: Hard Quest. Category: Critical Thinking 83) A routine message can be delivered by a low richness channel as efficiently as a high richness channel. Answer: TRUE Explanation: The choice of channel depends on whether the message is routine. Routine messages tend to be straightforward and have minimal ambiguity; channels low in richness can carry them efficiently. LO: 12.4: Describe how channel richness underlies the choice of communication method. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 37 Copyright © 2019 Pearson Education, Ltd. 84) Which of the following is desirable with regard to persuasive communication? A) increasing the degree of noise in the communication process B) manipulating information so the receiver will see it more favorably C) engaging in selective perception D) processing a lot of information even if it exceeds our capacity E) matching the type of message with the type of audience Answer: E Explanation: It is important to match the persuasive message to the type of processing your audience is likely to use. When the audience is not especially interested in a persuasive message topic, when they are poorly informed, when they are low in need for cognition, and when information is transmitted through relatively lean channels, they'll be more likely to use automatic processing. In these cases, use messages that are more emotion-laden and associate positive images with your preferred outcome. On the other hand, when the audience is interested in a topic, when they are high in need for cognition, or when the information is transmitted through rich channels, then it is a better idea to focus on rational arguments and evidence to make your case. LO: 12.5: Differentiate between automatic and controlled processing of persuasive messages. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 85) Automatic processing requires a detailed consideration of evidence and information relying on facts, figures, and logic. Answer: FALSE Explanation: Controlled processing requires a detailed consideration of evidence and information relying on facts, figures, and logic. Automatic processing is a relatively superficial consideration of evidence and information making use of heuristics. LO: 12.5: Differentiate between automatic and controlled processing of persuasive messages. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 86) The need for cognition is a personality trait of individuals who are most likely to be persuaded by evidence and facts. Answer: TRUE Explanation: The need for cognition is a personality trait of individuals who are most likely to be persuaded by evidence and facts. Those who are lower in need for cognition are more likely to use automatic processing strategies, relying on intuition and emotion to guide their evaluation of persuasive messages. LO: 12.5: Differentiate between automatic and controlled processing of persuasive messages. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 38 Copyright © 2019 Pearson Education, Ltd. 87) A relatively superficial consideration of evidence and information making use of heuristics is defined as ________. A) serial processing B) depth processing C) parallel processing D) controlled processing E) automatic processing Answer: E Explanation: Automatic processing is a relatively superficial consideration of evidence and information making use of heuristics. Automatic processing takes little time and low effort. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 88) ________ involves a detailed consideration of evidence and information relying on facts, figures, and logic. A) Controlled processing B) Serial processing C) Parallel processing D) Selective processing E) Automatic processing Answer: A Explanation: Controlled processing is a detailed consideration of evidence and information relying on facts, figures, and logic. Controlled processing requires effort and energy. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 39 Copyright © 2019 Pearson Education, Ltd. 89) Before buying her new phone, Gina listed the various requirements her new phone must meet. As a wedding planner, much of her work revolves around using e-mail to forward pictures of locations, designs, and food arrangements that she could categorize by themes and prices. She requires a phone with high storage capacity, speedy Internet, and easy-to-use methods to organize and save content. After listing these requirements, she fixed a budget and began surveying phones online. She also obtained information from friends. In a week's time, Gina had shortlisted three models that suited her needs and was ready to make the final choice. Gina used ________ to arrive at this decision. A) superficial processing B) heuristic processing C) controlled processing D) selective processing E) automatic processing Answer: C Explanation: Controlled processing is a detailed consideration of evidence and information relying on facts, figures, and logic. Controlled processing requires effort and energy but helps an individual make better decisions. This is the type of processing Gina used to select the phone she had to buy. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 90) People are likely to use automatic processing when ________. A) their subject knowledge of the issue is high B) their interest level in the issue is high C) their usage of heuristics related to the issue is high D) their need for cognition is high E) their reliance on logics and facts to make a decision is high Answer: C Explanation: Automatic processing is a relatively superficial consideration of evidence and information making use of heuristics. Automatic processing takes little time and low effort. Automatic processing is used when interest level, prior knowledge, and need for cognition are low. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 40 Copyright © 2019 Pearson Education, Ltd. 91) Whether people use automatic or controlled processing for reacting to a persuasive message is often a function of ________. A) time B) their level of interest in it C) heuristics D) effort E) availability of research Answer: B Explanation: One of the best predictors of whether people will use an automatic or controlled process for reacting to a persuasive message is their level of interest in it. Interest levels reflect the impact the decision is going to have on your life. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 92) Filtering is a barrier to effective communication that takes place when ________. A) the interpretation of the message is affected by the receiver's emotion B) the information we have to work with exceeds our processing capacity C) a sender purposely manipulates information so the receiver will see it more favorably D) the receivers in the communication process selectively see and hear based on their motivations, experience, and other personal characteristics E) receivers also project their interests and expectations into communications as they decode them Answer: C Explanation: Filtering refers to how a sender purposely manipulates information so the receiver will see it more favorably. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 41 Copyright © 2019 Pearson Education, Ltd. 93) Jordan is a sales officer who has been underperforming over the last three months. At the last monthly operations cycle meeting, he was given a warning. As the time for the next meeting draws close, Jordan fears his boss reprimanding him. Two days before the meeting, Jordan informs his manager that he has confirmed six deals in the last few days, one of which involves multiple orders for their machines. He, however, skips the detail that these are the only six orders he has been able to obtain in the whole month. Which one of the barriers to effective communication is depicted here? A) silence B) language C) information overload D) grapevine E) filtering Answer: E Explanation: Filtering refers to how a sender purposely manipulates information so the receiver will see it more favorably. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 94) When receivers of communication process the information based on their needs, motivations, experience, background, and other personal characteristics, they are engaging in ________. A) communication apprehension B) deliberative processing C) selective perception D) controlled processing E) filtering Answer: C Explanation: The receivers in the communication process selectively see and hear based on their needs, motivations, experience, background, and other personal characteristics. This is called selective perception. Receivers also project their interests and expectations into communications as they decode them. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 42 Copyright © 2019 Pearson Education, Ltd. 95) When attempting to communicate a written message persuasively, it is desirable that ________. A) the receiver has an information overload B) the sender has a high need for cognition C) the sender has used phrases and jargon to clarify the meaning of the message D) the receiver and the sender can view each other's nonverbal cues E) the receiver is in a positive mood Answer: E Explanation: One may interpret the same message differently when he or she is angry or distraught than when he or she is happy. People in negative moods are more likely to scrutinize messages in greater detail, whereas those in positive moods tend to accept communications at face value. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 96) Which of the following techniques is recommended to eliminate language that acts as a barrier to communication? A) use of phrases and corporate lingo B) use of acronyms and abbreviations C) use of technical language or jargon D) use of uniform language E) use of silence Answer: D Explanation: When we're communicating in the same language, words mean different things to different people. Using jargon, phrases, slang, words from corporate lingo are undesirable. As far as possible, we must try to make use of uniform language to minimize communication difficulties. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 43 Copyright © 2019 Pearson Education, Ltd. 97) ________ is defined as the absence of information. A) Apprehension B) Selective perception C) Cognition D) Misrepresentation E) Silence Answer: E Explanation: Silence is defined as the absence of information. It is a common and problematic barrier to communication. Employee silence means managers lack information about ongoing operational problems. Additionally, silence regarding discrimination, harassment, corruption, and misconduct means top management cannot take action to eliminate this behavior. Finally, employees who are silent about important issues may also experience psychological stress. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 98) What can managers do to make sure that important information is not withheld from them through silence? A) engage in selective perception B) listen to and support diverse opinions C) deal with information overload D) hire employees with high emotional intelligence E) tell employees what they want to hear Answer: B Explanation: Silence is less likely where minority opinions are treated with respect, work group identification is high, and high procedural justice prevails. Practically, this means managers must make sure they behave in a supportive manner when employees voice divergent opinions. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 44 Copyright © 2019 Pearson Education, Ltd. 99) Undue tension and anxiety about oral communication, written communication, or both is called ________. A) information overload B) communication misrepresentation C) selective perception D) communication apprehension E) filtering Answer: D Explanation: Undue tension and anxiety about oral communication, written communication, or both is called communication apprehension. People who suffer from this condition may find it extremely difficult to talk with others face-to-face or may become extremely anxious when they have to use the phone, relying on memos or e-mails when a phone call would be faster and more appropriate. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 100) Shirley Shands is a hard worker, but Debra, her manager, is irritated with her. While Debra concedes that Shirley's work gives her no cause for complaint, Debra is tired of the interruptions in her work because of Shirley asking for repeated clarifications over what exactly she has to say in e-mails or phone calls. She often requests Debra to proofread her e-mails before sending them, and Debra feels she sends too many e-mails instead of just speaking to the person concerned. From the scenario, we can conclude that ________. A) Shirley processes her e-mails in an automatic and superficial manner B) Shirley and Debra come from a high-context culture C) Debra is engaging in social loafing D) Shirley suffers from communication apprehension E) Shirley uses filtering when communicating with Debra Answer: D Explanation: Undue tension and anxiety about oral communication, written communication, or both is called communication apprehension. People who suffer from this condition may find it extremely difficult to talk with others face-to-face or may become extremely anxious when they have to use the phone, relying on memos or e-mails when a phone call would be faster and more appropriate. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Application 45 Copyright © 2019 Pearson Education, Ltd. 101) The time attendance system in the production division at MM, an automobile manufacturing company, was malfunctioning. Consequently, Greg Hill, one of the front-level managers, sent it for repair. In the meantime, he placed a register where all workers of the production division had to provide their time of entry and exit from office. At the end of the week, when looking through the time logs, he had certain concerns about a group of employees. In the next week, he personally tracked the time this group of employees spent working and realized that they were reporting a greater number of working hours than they actually worked. This group engaged in a barrier to communication called ________. A) selective perception B) filtering C) silence D) communication apprehension E) lying Answer: E Explanation: Lying is a barrier to communication that involves an outright misrepresentation of information. The defaulting group of employees described here were deliberately misrepresenting the hours they worked and thus, were lying. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Hard Quest. Category: Application 102) Communication apprehension applies to oral and written communication. Answer: TRUE Explanation: Communication apprehension refers to undue tension and anxiety about oral communication, written communication, or both. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 46 Copyright © 2019 Pearson Education, Ltd. 103) List and explain four of the barriers to effective communication. Answer: Some of the barriers to effective communication are: a) Filtering refers to a sender's purposely manipulating information so it will be seen more favorably by the receiver. b) Selective perception occurs when receivers process communication selectively to see and hear based on their needs, motivations, experience, background, and other personal characteristics. c) When the information we have to work with exceeds our processing capacity, the result is information overload. d) How the receiver feels at the time of receipt of a communication message will influence how he or she interprets it. e) Words mean different things to different people. Age, education, and cultural background are three of the most obvious variables that influence the language a person uses and the definitions he or she gives to words. LO: 12.6: Identify common barriers to effective communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 104) Rhonda May was transferred to London three months back to oversee the opening of a new branch of the retail chain she worked for. Rhonda, who had never been to London, adjusted well with her British colleagues but received quizzical looks from many of her British colleagues every morning in the initial weeks in London. After asking one of her subordinates to explain what caused her colleagues to look at her in that strange way, she discovered the reason. When her British colleagues greeted her by saying, "How are you today?" every morning, she typically replied by saying "I'm good," while Britishers typically say, "I'm well" in response to this greeting. This is because "I'm good" can have multiple meanings like "I'm not a bad person" or "I'm suitable," while "I'm well" only gives a sense of mental and physical well-being. Rhonda then realized how subtly cultural barriers can operate. From the information provided in the scenario, this is an example of barriers caused by ________. A) tone differences B) semantics and connotations C) intolerance toward other cultures D) situational and physical cues E) power distance Answer: B Explanation: Barriers between cultures can be caused by many factors. Here, semantics and connotation differences seem to be causing the miscommunication. Barriers caused by semantics reflect that words mean different things to different people, particularly people from different national cultures. Barriers caused by word connotations are a result of the fact that words imply different things in different languages. LO: 12.7: Discuss how to overcome the potential problems of cross-cultural communication. AACSB: Written and oral communication Difficulty: Hard Quest. Category: Application 47 Copyright © 2019 Pearson Education, Ltd. 105) Low-context cultures primarily rely on ________ in communicating with others. A) formal titles B) spoken and written words C) situational cues D) status differences E) nonverbal cues Answer: B Explanation: In high-context cultures, people rely heavily on nonverbal and subtle situational cues in communicating with others, and a person's official status, place in society, and reputation carry considerable weight. What is not said may be more significant than what is said. In contrast, in low-context cultures, people rely essentially on spoken and written words to convey meaning; body language and formal titles are secondary. LO: 12.7: Discuss how to overcome the potential problems of cross-cultural communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 106) Communication in high-context cultures is characterized by an emphasis on ________. A) directness B) explicit and precise documentation C) trust D) legalized contracts over oral ones E) direct modes of conflict resolution Answer: C Explanation: Communication in high-context cultures implies considerably more trust by both parties. Oral agreements imply strong commitments in high-context cultures. In low-context cultures, enforceable contracts tend to be in writing, precisely worded, and highly legalistic. Similarly, low-context cultures value directness. LO: 12.7: Discuss how to overcome the potential problems of cross-cultural communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Concept 107) In high-context cultures, directness is valued more than trust. Answer: FALSE Explanation: Communication in high-context cultures implies considerably more trust by both parties. On the other hand, low-context cultures value directness. LO: 12.7: Discuss how to overcome the potential problems of cross-cultural communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 48 Copyright © 2019 Pearson Education, Ltd. 108) Explain how managers can reduce misinterpretations when communicating with people from a different culture. Answer: Experts suggest that when communicating with people from a different culture, managers should know themselves and their culture identity and biases; foster a climate of mutual respect, fairness, and democracy; learn the cultural context of each person; when in doubt, listen rather than speaking their own opinions too early; state facts, not interpretations; consider the other person's viewpoint; and proactively maintain the identity of the group. LO: 12.7: Discuss how to overcome the potential problems of cross-cultural communication. AACSB: Written and oral communication Difficulty: Moderate Quest. Category: Synthesis 109) When communicating with people from a different culture, how can you reduce misinterpretations? Answer: Fred Casmir, a leading expert in intercultural communication research recommends taking the following five steps to improve communication with people from a different culture: 1) Know yourself. 2) Foster a climate of mutual respect, fairness, and democracy. 3) State facts, not your interpretation. 4) Consider the other person's viewpoint. 5) Proactively maintain the identity of the group. LO: 12.7: Discuss how to overcome the potential problems of cross-cultural communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 110) Distinguish between high-context and low-context cultures. Answer: Cultures tend to differ in the degree to which context influences the meaning individuals take from communication. In high-context cultures such as China, Korea, Japan, and Vietnam, people rely heavily on nonverbal and subtle situational cues in communicating with others, and a person's official status, place in society, and reputation carry considerable weight. What is not said may be more significant than what is said. In contrast, people from Europe and North America reflect their low-context cultures. They rely essentially on spoken and written words to convey meaning; body language and formal titles are secondary. LO: 12.7: Discuss how to overcome the potential problems of cross-cultural communication. AACSB: Written and oral communication Difficulty: Easy Quest. Category: Concept 49 Copyright © 2019 Pearson Education, Ltd.