organization behavior test bank Robbins ob14 tif11 PDF

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Organizational Behavior, 14e (Robbins/Judge) Chapter 11 Communication 1) Communication must include both the ________ and the understanding of meaning. A) transportation B) interpretation C) triaging D) transference E) intention Answer: D Explanation: Communicating is more than merely imparting meaning; that meaning must also be understood. Communication must include both the transfer and the understanding of meaning. Diff: 2 Page Ref: 342 Topic: Functions of Communication Skill: AACSB: Communication; Analytic Skills Objective: Communication Quest. Category: Concept/Definitional LO: 1 2) Communication serves all of the following functions within a group or organization except ________. A) motivation B) planning C) emotional expression D) control E) conveying information Answer: B Explanation: Communication serves four major functions within a group or organization: control, motivation, emotional expression, and information. Diff: 2 Page Ref: 342 Topic: Functions of Communication Skill: AACSB: Communication; Analytic Skills Objective: Functions of Communication Quest. Category: Concept/Definitional LO: 1

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3) Formal guidelines and authority hierarchies are examples of which function of communication? A) control B) agreement C) organization D) information E) all of the above Answer: A Explanation: Organizations have authority hierarchies and formal guidelines employees are required to follow. When employees are required to communicate any job-related grievance, to follow their job description, or to comply with company policies, communication is performing a control function. Diff: 2 Page Ref: 342 Topic: Functions of Communication Skill: AACSB: Communication; Analytic Skills Objective: Control Quest. Category: Concept/Definitional LO: 1 4) Alejandro is annoyed that the new recruit, Ben, is working faster than anyone else in the group, making the rest of the group look bad. In the company cafeteria Alejandro teases Ben and calls him the 'super recruit' and imitates his style of working so rapidly. Alejandro wants to intimidate Ben so that he will work slower. Which function of communication is Alejandro using by making fun of Ben? A) motivation B) control C) expression D) information E) formal Answer: B Explanation: Informal communication also controls behavior. When work groups tease or harass a member who produces too much they are informally communicating with, and controlling, the member's behavior. They are using communication in the control function. Diff: 2 Page Ref: 342 Topic: Functions of Communication Skill: AACSB: Communication Objective: Communication Quest. Category: Application LO: 1

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5) Today Marci's boss entered her cubicle and told her that her work has been fantastic, and that because of her last project the client is going to give the company all of their business. Marci's boss continued to talk about what a great job she's doing. When her boss left Marci felt very confident and satisfied with herself and her job. Marci's boss uses communication in which of the following functions? A) control B) motivation C) emotional expression D) information E) reprimand Answer: B Explanation: Communication fosters motivation by clarifying to employees what they must do, how well they are doing, and how to improve performance if it's subpar. Marci's boss is using motivational communication to tell her how well she is doing. Diff: 2 Page Ref: 343 Topic: Functions of Communication Skill: AACSB: Communication Objective: Motivation Quest. Category: Application LO: 1 6) Ana is trying to finish an account analysis for a client, but she's missing data. She e-mails Claire in database administration to launch a query and get back to her. Claire quickly sends Ana the data that she needs. This is an example of ________ communication. A) motivation B) control C) information D) emotion E) reprimand Answer: C Explanation: Information communication is needed to facilitate decision making. Communication provides the information individuals and groups need to make decisions by transmitting the data to identify and evaluate alternative choices. Diff: 2 Page Ref: 243 Topic: Functions of Communication Skill: AACSB: Communication; Analytic Skills Objective: Information Quest. Category: Application LO: 1

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7) Clarification to employees about how well they are doing, and what can be done to improve performance, are examples of which function of communication? A) information B) control C) motivation D) emotional expression E) none of the above Answer: C Explanation: Communication fosters motivation by clarifying to employees what they must do, how well they are doing, and how to improve performance if it's subpar. Marci's boss is using motivational communication to tell her how well she is doing. Diff: 2 Page Ref: 343 Topic: Functions of Communication Skill: AACSB: Communication; Analytic Skills Objective: Motivation Quest. Category: Concept/Definitional LO: 1 8) Which function of communication transmits the data necessary for decision-making? A) emotional expression B) information C) control D) motivation E) all of the above Answer: B Explanation: Information communication is needed to facilitate decision making. Communication provides the information individuals and groups need to make decisions by transmitting the data to identify and evaluate alternative choices. Diff: 2 Page Ref: 343 Topic: Functions of Communication Skill: AACSB: Communication Objective: Information Quest. Category: Concept/Definitional LO: 1

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9) The medium through which communication travels is called a ________. A) transmission B) message C) media D) channel E) vessel Answer: D Explanation: The channel is the medium through which the message travels. The sender selects it, determining whether to use a formal or informal channel. Diff: 2 Page Ref: 344 Topic: The Communication Process Skill: AACSB: Communication Objective: Channel Quest. Category: Concept/Definitional LO: 2 10) Helena and Laura were talking on the phone. Laura's two year old son fell and started crying and Laura could no longer hear what Helena said. This is an example of ________. A) transmitting B) decoding C) noise D) understanding E) analysis 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. The crying baby represents noise. Diff: 2 Page Ref: 344 Topic: Application of the Communication Process Skill: AACSB: Communication; Analytic Skills Objective: Noise in Communication Quest. Category: Application LO: 2

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11) During communication, the ________ initiates a message by encoding a thought. A) receiver B) channel C) sender D) speaker E) leader Answer: C Explanation: The sender initiates a message by encoding a thought. The sender then selects a channel, determining whether to use a formal or informal channel. Diff: 2 Page Ref: 344 Topic: The Communication Process Skill: AACSB: Communication; Analytic Skills Objective: Sender Quest. Category: Concept/Definitional LO: 2 12) John writes a memo to his employees. Putting his thoughts onto paper is an example of ________. A) encoding B) communicating C) messaging D) channeling E) cryptography Answer: A Explanation: The sender initiates a message by encoding a thought. The message is the actual physical product of the sender's encoding. John uses writing to encode his message. Diff: 2 Page Ref: 344 Topic: Application of the Communication Process Skill: AACSB: Communication; Analytic Skills Objective: Encoding Quest. Category: Application LO: 2

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13) The receiver of a communication is most likely to ________ a message. A) explain B) reproduce C) reflect D) translate E) discard Answer: D 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. Diff: 2 Page Ref: 344 Topic: The Communication Process Skill: AACSB: Communication; Analytic Skills Objective: Receiver Quest. Category: Concept/Definitional LO: 2 14) Formal channels traditionally follow the ________ within an organization. A) communication chain B) authority chain C) influence chain D) transmission chain E) social chain Answer: B 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. Diff: 2 Page Ref: 344 Topic: The Communication Process Skill: AACSB: Communication Objective: Formal Channels Quest. Category: Concept/Definitional LO: 2

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15) Chantel received an invitation to a web meeting that will take place at 3:00 p.m. She accepted the invitation. This is an example of ________. A) formal channels of communication B) spontaneous communication C) feedback as a function of communication D) informal channels of communication E) emotional expression Answer: A Explanation: This is an example of communicating through formal channels. 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. Diff: 2 Page Ref: 344 Topic: Application of the Communication Process Skill: AACSB: Communication Objective: Formal Channels Quest. Category: Application LO: 2 16) A receiver who translates a sender's message is engaging in the process of ________. A) encoding B) decoding C) transmission D) feedback E) recoding Answer: B 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. Diff: 2 Page Ref: 344 Topic: The Communication Process Skill: AACSB: Communication Objective: Decoding Quest. Category: Concept/Definitional LO: 2

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17) What step determines whether understanding has been achieved during the communication process? A) decoding B) feedback C) channel D) encoding E) transmission Answer: B Explanation: 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. It determines whether understanding has been achieved. Diff: 2 Page Ref: 344 Topic: The Communication Process Skill: AACSB: Communication; Analytic Skills Objective: Feedback Quest. Category: Concept/Definitional LO: 2 18) The communication used by managers to provide job instructions is ________ communication. A) downward B) lateral C) formal D) directional E) diagonal Answer: A Explanation: Communication that flows from one level of a group or organization to a lower level is downward communication. It's used by group leaders and managers communicating with employees to assign goals, provide job instructions, explain policies, and offer feedback about performance. Diff: 2 Page Ref: 344 Topic: Direction of Communication Skill: AACSB: Communication Objective: Downward Communication Quest. Category: Concept/Definitional LO: 3

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19) Which of the following is an example of downward communication flow? A) suggestion boxes B) envelope attitude surveys C) feedback on job performance D) identifying with and discussing problems with the boss E) letters to your senator Answer: C Explanation: Communication that flows from one level of a group or organization to a lower level is downward communication. It's used by group leaders and managers communicating with employees to assign goals, provide job instructions, explain policies, and offer feedback about performance. Diff: 2 Page Ref: 344 Topic: Direction of Communication Skill: AACSB: Communication; Analytic Skills Objective: Downward Communication Quest. Category: Concept/Definitional LO: 3 20) All of the following are examples of downward communication flows except ________. A) managers assigning goals B) managers informing employees of procedures C) managers pointing out problems that need attention D) employees completing attitude surveys E) managers telling employees to work more quickly Answer: D Explanation: Downward communication is used by group leaders and managers communicating with employees to assign goals, provide job instructions, explain policies and procedures, point out problems that need attention, and offer feedback about performance. Employee surveys is an example of upward communication. Diff: 2 Page Ref: 344 Topic: Direction of Communication Skill: AACSB: Communication; Analytic Skills Objective: Downward Communication Quest. Category: Concept/Definitional LO: 3

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21) Communication that takes place among members of work groups at the same level is known as ________ communication. A) tangential B) cross-functional C) job 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. Diff: 2 Page Ref: 346 Topic: Direction of Communication Skill: AACSB: Communication Objective: Lateral Communication Quest. Category: Concept/Definitional LO: 3 22) When engaging in upward communication an employee should not ________. A) reduce distractions B) communicate in headlines C) support ideas with action D) prepare a speech E) prepare an agenda Answer: D Explanation: To engage in effective upward communication, the employee should try to reduce distractions, communicate in headlines not paragraphs, support your headlines with actionable items (what you believe should happen), and prepare an agenda to make sure you use your boss's attention well. They should not prepare a speech. Diff: 2 Page Ref: 346 Topic: Direction of Communication Skill: AACSB: Communication Objective: Upward Communication Quest. Category: Concept/Definitional LO: 3

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23) Communication messages that are passed through a great many people will most likely suffer from which of the following? A) disruption B) distortion C) lack of non-verbal cues D) decoding E) formal communication decay Answer: B Explanation: 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. Diff: 2 Page Ref: 346 Topic: Interpersonal Communication Skill: AACSB: Communication Objective: Oral Communication Quest. Category: Concept/Definitional LO: 4 24) Memos, letters, e-mail, fax transmissions, and organizational periodicals represent examples of ________. A) informal communication channels B) formal communication channels C) written communication D) technological communication E) none of the above Answer: C Explanation: Written communications include memos, letters, fax transmissions, e-mail, instant messaging, organizational periodicals, notices placed on bulletin boards (including electronic ones), and any other device that transmits via written words or symbols. Diff: 2 Page Ref: 347 Topic: Interpersonal Communication Skill: AACSB: Communication; Analytic Skills Objective: Written Communication Quest. Category: Concept/Definitional LO: 4

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25) Which of the following is not a drawback of written messages? A) They're time consuming. B) They are unlikely to be well thought-out. C) They lack built-in feedback mechanisms. D) It is difficult for senders to confirm whether they have been received. E) They may be misinterpreted by their receivers. Answer: B Explanation: A benefit of all written communication comes from the process itself. People are usually forced to think more thoroughly about what they want to convey in a written message than in a spoken one. Thus, written communications are more likely to be well thought out, logical, and clear. Diff: 2 Page Ref: 347 Topic: Interpersonal Communication Skill: AACSB: Communication; Analytic Skills Objective: Disadvantages of Written Communication Quest. Category: Concept/Definitional LO: 4 26) Messages conveyed through body movements and facial expressions are ________. A) nonverbal communication B) kinesics C) physical characteristics D) connotations E) semantics Answer: A Explanation: It is important in communication to consider nonverbal communication, which includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Diff: 2 Page Ref: 348 Topic: Interpersonal Communication Skill: AACSB: Communication Objective: Nonverbal Communication Quest. Category: Concept/Definitional LO: 4

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27) All of the following are examples of nonverbal communication except ________. A) intonations or emphasis B) instant messaging C) physical distance D) facial expressions E) hand gestures Answer: B Explanation: It is important in communication to consider nonverbal communication, which includes body movements, the intonations or emphasis we give to words, facial expressions, and the physical distance between the sender and receiver. Diff: 2 Page Ref: 348 Topic: Interpersonal Communication Skill: AACSB: Communication; Analytic Skills Objective: Nonverbal Communication Quest. Category: Concept/Definitional LO: 4 28) Which of the following is not a characteristic of nonverbal communication? A) intonation B) universal meaning C) facial expression D) physical distance E) meaningful information. Answer: B Explanation: Body language adds to, and often complicates, verbal communication. 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. Diff: 2 Page Ref: 348 Topic: Interpersonal Communication Skill: AACSB: Communication; Analytic Skills Objective: Nonverbal Communication Quest. Category: Concept/Definitional LO: 4

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29) What small-group network is most effective for facilitating the emergence of a leader? A) chain B) all-channel C) wheel D) direct E) box 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. Diff: 2 Page Ref: 349-350 Topic: Organizational Communication Skill: AACSB: Communication; Analytic Skills Objective: Wheel Network Quest. Category: Application LO: 5 30) What small-group network best serves to promote high member satisfaction? A) direct B) circle C) wheel D) all-channel E) box Answer: D 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. It rates the highest in effectiveness of member satisfaction. Diff: 2 Page Ref: 350 Topic: Organizational Communication Skill: AACSB: Communication Objective: All-Channel Network Quest. Category: Concept/Definitional LO: 5

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31) Peter is working on a project. He feels that the parameters need to be changed to meet the client specifications. First he must talk to his immediate supervisor, who then discusses the issue with her department director. Peter is most likely part of which type of small-group network? A) vertical B) direct C) chain D) all-channel E) box Answer: C Explanation: The decision making described in the example follows the formal chain of command; this network approximat...