Test Bank for BCOM 9th Edition by Lehman PDF

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Chapter01:EstablishingaFrameworkforBusinessCommunication 1.Inidealsituations,thegoalofcommunicationisto: a.reachmutualunderstanding. b.giveconstructivecriticism. c.providevaluablefeedback. d.commendothers. ANSWER:a 2.Inthecommunicationprocess,differencesineducationlevel,experience,andcultureofthesenderandthereceiver areexamplesof: a.synergies. b.interferences. c.claims. d.connotations. ANSWER:b 3.Apersonisunabletocommunicateamessagetohisorheraudienceduetoanoisyenvironment.Thenoisy environmentisanexampleof_____. a.interference b.synergy c.chronemics d.proxemics ANSWER:a 4.The_____isachanneltypifiedbytheorganizationchart,whichiscreatedbymanagementtodefineindividualand grouprelationshipsandtospecifylinesofresponsibility. a.decentralizedcommunicationnetwork b.formalcommunicationnetwork c.grapevinecommunicationnetwork d.routinecommunicationnetwork ANSWER:b 5.Whichofthefollowingistrueoftheformalcommunicationnetwork? a.Itisthemostlenientofallcommunicationnetworks. b.Ithasareputationforbeingspeedybutinaccurate. c.Itisdictatedbythemanagerial,technical,cultural,andstructuralenvironmentofanorganization. d.Itundergoescontinualchangesanddoesnotparalleltheorganizationalchartofanorganization. ANSWER:c

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Chapter01:EstablishingaFrameworkforBusinessCommunication 6.Whichofthefollowingsentencesistrueofgrapevinecommunication? a.Ithasareputationforbeingspeedybutinaccurate. b.Itcarriesformalmessageswithinanorganization. c.Itpassesamessagethroughalinearchannel. d.Ithasasingle,consistentsource. ANSWER:a 7.Jeff,anemployeeatCitrusInc.,hearsaboutachangeinthecompany'sleavepolicyfromoneofhiscoworkersand sharesthisinformationwithanothercoworker,Judy.Judy,inturn,passesontheinformationtoherteammates. However,thisinformationhasnotbeenofficiallyconfirmed.Inthisscenario,theinformationwasexchangedthrough _____. a.formalcommunication b.upwardcommunication c.externalcommunication d.grapevinecommunication ANSWER:d 8.Whichofthefollowingisadifferencebetweentheformalcommunicationnetworkandinformalcommunication network? a.Theformalcommunicationnetworkisdictatedbytheculturalenvironmentofanorganization,whereasthe informalcommunicationnetworkisdictatedbythetechnicalenvironmentofanorganization. b.Theformalcommunicationnetworkhasnosingle,consistentsource,whereastheinformalcommunication networkhasasingle,consistentsource. c.Theformalcommunicationnetworkhasareputationforbeingspeedybutinaccurate,whereastheinformal communicationnetworkisalwaysaccurate. d.Theformalcommunicationnetworkcanbedepictedgraphicallybytheorganizationchart,whereastheinformal communicationnetworkcannotbedepictedaccuratelybyanygraphicmeans. ANSWER:d 9._____flowsfromsupervisortoemployee,frompolicymakerstooperatingpersonnel,orfromtoptobottomonthe organizationchart. a.Upwardcommunication b.Horizontalcommunication c.Downwardcommunication d.Lateralcommunication ANSWER:c

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Chapter01:EstablishingaFrameworkforBusinessCommunication 10.Whichofthefollowingistrueofdownwardcommunication? a.Theprocessofcreatingprogressreportsisanexampleofdownwardcommunication. b.Recordinganemployee'sresultsandaccomplishmentsinvolvesdownwardcommunication. c.Orientationtoacompany'srulesandpracticesisanelementofdownwardcommunication. d.Problemsolvingandclarificationsinorganizationsinvolvedownwardcommunication. ANSWER:c 11.Identifyatruestatementaboutdownwardcommunication. a.Ithelpsemployeeslearnaboutthequalityoftheirjobperformance. b.Itflowsfromthefrontlinesofanorganizationtothetop. c.Itisprimarilyfeedbacktorequestsandactionsofsupervisors. d.Itkeepsmanagementinformedaboutthefeelingsoflower-levelemployees. ANSWER:a 12.Chantell,themanageroftheclaimsdepartmentinaninsurancecompany,explainsherteamaboutthenewclaimform thatthecompanywillusefromnextmonth.Thisscenarioisanexampleof_____. a.upwardcommunication b.downwardcommunication c.horizontalcommunication d.lateralcommunication ANSWER:b 13.Inthecontextofdirectionsofcommunicationflow,_____isatypeofcommunicationthatisgenerallyaresponseto requestsfromsupervisors. a.downwardcommunication b.upwardcommunication c.horizontalcommunication d.lateralcommunication ANSWER:b 14.Whichofthefollowingstatementsistrueofupwardcommunication? a.Itflowsfromsupervisorstoemployeesandfrompolicymakerstooperatingpersonnel. b.Itincludesteachingpeoplehowtoperformtheirspecifictasks. c.Itinvolvesemployeesgettingfrequentfeedbackfrommanagers. d.Itinvolvesrisktoanemployeeandisdependentontrustinthesupervisor. ANSWER:d

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Chapter01:EstablishingaFrameworkforBusinessCommunication 15.Oneofthemajorshortcomingsoforganizationalchartsisthattheydonotrecognizetheroleof _____whentheydepictauthorityrelationshipsbyplacingoneboxhigherthananotheranddefinerolefunctionsby placingtitlesinthoseboxes. a.horizontalcommunication b.upwardcommunication c.downwardcommunication d.externalcommunication ANSWER:a 16.Inthecontextoflevelsofcommunication,internalmessages: a.arecommunicatedthroughmediaadvertisements. b.includewebsitecommunicationandannualreports. c.areintendedforrecipientswithinanorganization. d.includecommunicationtothepublic. ANSWER:c 17.Brandon,amanageratFairproTechnologiesCorp.,isrequiredtoprovideindividualperformancefeedbacktohis subordinates.Inthisscenario,thecommunicationbetweenBrandonandhissubordinatesisata(n)_____level. a.intrapersonal b.interpersonal c.public d.organizational ANSWER:b 18.Whichofthefollowingrepresentscommunicationatagrouplevel? a.Amanageraddressinghisprojectteaminameeting b.Anemployeediscussingaboutanewtechnologywithhiscoworker c.Acompanypublishingitsannualreportonthecompanywebsite d.Anorganizationadvertisingitsproductonmagazines ANSWER:a 19.A_____isthesituationorsettingwithinwhichallcommunicationoccurs. a.context b.memorandum c.grapevine d.stimulus ANSWER:a

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Chapter01:EstablishingaFrameworkforBusinessCommunication 20.Asupervisoratamanufacturingplantistoldtodumpchemicalsusedintherefiningprocessintoalocalriverrather thandisposingthemproperlyaccordingtosafetyregulations.Thechiefexecutiveofficerofthecompanyinsiststhat thechemicalsarenotharmfultotheenvironment.Thesupervisorknowsthatdumpingisillegalandthathewilllose hisjobifhereportstheissuetoauthoritiesattheEnvironmentalProtectionAgency.Inthecontextofcausesof unethicalcorporatebehavior,thisscenarioillustratesthesupervisor's: a.obsessionwithpersonaladvancement. b.expectationofnotgettingcaught. c.uncertaintyaboutwhetheranactiswrong. d.unwillingnesstotakeastandforwhatisright. ANSWER:d 21.ServProfInc.isafinancialconsultingfirmthatiscurrentlyrecruitingnewemployees.Oneofthepoliciesofthe companystatesthatanemployeeshouldagreetoworkinthecompanyforaminimumofoneyear,andthisrequires everyemployeetosignacontractwiththecompany.Employeeswhoacceptthejobofferagreetothispolicy,andit doesnotaffectthem.However,itisagainstthelawforcompaniestofollowsuchapolicy.Inthisscenario,ServProf hasengagedin_____behavior. a.illegalandunethical b.illegalyetethical c.legalyetunethical d.legalandethical ANSWER:b 22.Whichofthefollowingistrueofstereotypes? a.Theyweakenpreconceivednotionsaboutapersonbasedonhisorherethnicity. b.Theyfacilitatejudgingapersonbasedonhisorherperformance. c.Theyinfluencethewayapersoninteractswithmembersofanothergroup. d.Theyenableeffectivecommunicationbyconjuringarealimageofaperson. ANSWER:c 23.OneofthemostimportantpoliciesofWindsorCorp.istoprovideopportunitiesforallbasedonlyontheskillsrequired forajob.Thecompany'shumanresourcepolicyholdsthatacoworkermustnotbejudgedbasedonagrouptowhich heorshebelongs.Whichofthefollowing,iftrue,willfalsifythispolicy? a.Chineseemployees,thoughethnocentric,arefriendlytowardcoworkersofallcultures. b.ManagersdonothireAfricanAmericansastheyarestereotypedfortardiness. c.Employeesdonotjudgetheircolleaguesbasedontheirethnicity. d.Topmanagementpromotesemployeesonlybasedontheirperformance. ANSWER:b

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Chapter01:EstablishingaFrameworkforBusinessCommunication 24.Whichofthefollowingstatementsistrueoftelecommuting? a.Itinvolvesregularface-to-facemeetings. b.Itrequiresemployeestobephysicallypresentinacompany'soffice. c.Itisineffectiveforcommunicationingeographicallydispersedlocations. d.Itreducestraveltimeandincreasesworkflexibility. ANSWER:d 25.A(n)_____isacomputernetworkthatusesInternetProtocoltechnologytoshareinformation,operationalsystems, orcomputingserviceswithinanorganization. a.telegraph b.intranet c.intercom d.telephone ANSWER:b 26._____isagroupofInternet-basedapplicationsthatbuildontheideologicalandtechnologicalfoundationsofWeb2.0 andthatallowthecreationandexchangeofuser-generatedcontent. a.Socialmedia b.Awebbrowser c.Anintranet d.Acookie ANSWER:a 27.Whichofthefollowingstatementsistrueofdecentralizeddecisionmaking? a.Itprimarilyinvolvesdownwardcommunication. b.Itrequireseverydecisiontobemadebythetopmanagement. c.Itenablesteamstocommunicateinapeer-to-peerfashion. d.Itfollowstraditionallinesofauthority. ANSWER:c 28.A_____isasmallnumberofpeoplewithcomplementaryskillswhoworktogetherforacommonpurpose. a.context b.credo c.sample d.team ANSWER:d

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Chapter01:EstablishingaFrameworkforBusinessCommunication 29.Whichofthefollowingstatementsdescribesteams? a.Theyleadtodecreasedinteractionbetweenemployeesandmanagement. b.Theyincreaseefficiencybyeliminatinglayersofmanagerswhosejobwasoncetopassordersdownward. c.Theyfunctioneffectivelyassoonastheyareformedrequiringnodevelopmentalprocesstooperate. d.Theyrequiremanagerstosetgoalsforeachteammember. ANSWER:b 30.Whichofthefollowingisanadvantageofavirtualteam? a.Itischaracterizedbystrongleadership. b.Itresultsinincreasedproductivity. c.Ithasunlimitedaccesstovariouscommunicationmedia. d.Itfacilitatesface-to-facecommunication. ANSWER:b 31.Whichofthefollowingisadisadvantageofvirtualteams? a.Limitedmarketopportunities b.Inefficientknowledgetransfer c.Poorleadership d.Decreasedproductivity ANSWER:c 32.Communicationisanarrangementthatinvolvesworkingathomeorotherremotelocationsandsendingandreceiving workfromacompanyofficeelectronically. a.True b.False ANSWER:False 33.Incareeractivities,theonlyformofcommunicationusedisverbalcommunication. a.True b.False ANSWER:False 34.Promotingacompany'sproducts,services,andimageusingavarietyofchannelsinvariouscontextsisoneofthe careeractivitiesthatrequirecommunication. a.True b.False ANSWER:True

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Chapter01:EstablishingaFrameworkforBusinessCommunication 35.Accordingtothetransactionalprocessmodel,inface-to-facecommunicationsituations,partiestotheencounterfailt interpreteachother'snonverbalsignals. a.True b.False ANSWER:False 36.Inanidealcommunicationsituation,onepartywouldbeabletoencodehisorhermessageinsuchawaythatthe receivingpartywouldunderstandtheintendedmeaningdifferently. a.True b.False ANSWER:False 37.Organizationalcommunicationiscommunicationthatoccurswithanorganizationalcontext. a.True b.False ANSWER:True 38.Onlythemostformalorganizationscanfunctionintheabsenceofaninformalcommunicationsystem. a.True b.False ANSWER:False 39.Theinaccuracyofthegrapevinehasmoretodowiththemessageoutputthanwiththeinput. a.True b.False ANSWER:False 40.Contextcaninfluencethecontent,thequality,andtheeffectivenessofacommunicationevent. a.True b.False ANSWER:True 41.Learningaboutotherculturesanddevelopingsensitivitywillhelpmaximizeethnocentricrelationswhendealingwith othercultures. a.True b.False ANSWER:False

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Chapter01:EstablishingaFrameworkforBusinessCommunication 42.Thestudyofbodylanguageisknownaschronemics. a.True b.False ANSWER:False 43.Alimitationoflanguagetranslationisthatsomewordsinonelanguagedonothaveanequivalentmeaninginother languages. a.True b.False ANSWER:True 44.Oneoftheweaknessesofteamsisthattheypreventcompaniesfromdrawingontheskillsandimaginationofawhol workforce. a.True b.False ANSWER:False 45.Insuccessfulteamenvironments,sharedleadership,whichinvolvesmoredirectandeffectivecommunication betweenmanagementanditsinternalcustomers,iscommon. a.True b.False ANSWER:True 46.Groupingemployeesintoateamstructureguaranteesthatemployeeswillautomaticallyfunctionasateam. a.True b.False ANSWER:False 47.Readthescenario,andthenanswerthecorrespondingquestion. Yourcoworker,Caitlin,sendsyouanemailtoletyouknowthatrecentupdateshavebeenmadetotheaccounts receivabledatabase.AsyoureadCaitlin'semail,yousimultaneouslylistentoyourvoicemailmessages.Thenyou sendaquickreplytoCaitlintoletherknowyoureceivedheremail. Barriersoftenhinderthecommunicationprocess.TrueorFalse:Listeningtovoicemailwhileattemptingtoreadan emailislikelytointerferewiththecommunicationprocess. a.True b.False ANSWER:True

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Chapter01:EstablishingaFrameworkforBusinessCommunication ContextualForcesInfluencingBusinessCommunication-LegalandEthicalConstraints Legalandethicalconstraintsarecontextualforcesinfluencingbusinesscommunication.Ascontextualforces,legal andethicalconstraintsshapecommunicationandprovideboundariesinwhichcommunicationoccurs.Your understandingoflegalandethicalconstraintswillimprovetheeffectivenessofyourworkplacecommunication. 48.TrueorFalse:Ethicalbusinesscommunicationanddecisionmakingrequirethatyouconsideronlythepositionof stakeholderswhoareinvestorsinpubliclytradedcompanies. a.True b.False ANSWER:False 49.Readthescenario,andthenanswerthecorrespondingquestion. Yourcoworker,Caitlin,sendsyouanemailtoletyouknowthatrecentupdateshavebeenmadetotheaccounts receivabledatabase.AsyoureadCaitlin'semail,yousimultaneouslylistentoyourvoicemailmessages.Thenyou sendaquickreplytoCaitlintoletherknowyoureceivedheremail. WhenyoureplytoCaitlin'semail,youareproviding_________. A.feedback B.affirmation C.support ANSWER:feedback 50.Studytheimageofthetransactionalprocessmodelofcommunication.Identifythemissingcomponentinthemodel. TheCommunicationProcess

 Themissingcomponentis_________. A.interference B.coding C.feedback

ANSWER:feedback

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Chapter01:EstablishingaFrameworkforBusinessCommunication CommunicatingwithinOrganizations Organizationalcommunicationisconcernedwiththeflowofinformationwithinanorganization.Whenyouare workingwithinacompany,yourabilitytocommunicateeffectivelyaffectsnotonlyyourpersonalsuccessand advancementbutalsothesuccessoftheorganizationasawhole.Therefore,understandingthevariousaspectsof organizationalcommunicationiscriticaltoyoursuccessinbusiness. Communicationflowreferstothewayinwhichcommunicationtakesplacewithinorganizations. 51.Readthescenario,andthenanswerthecorrespondingquestion. HighWireStudiosisacorporatecommunicationsconsultinggroup.Thecompanyhasthreeemployees,whoworkon projectsindividually.Whenallthreeemployeesareneededonaproject,theyshareinformationface-to-faceor throughemail. HighWireStudiosprimarilyuses_________communicationnetworkstocommunicateinternally. A.formal B.informal ANSWER:informal 52.Readthescenario.Asyouread,consideryourpositioninrelationtotheethicalandlegalforcesatwork,andthen answerthequestion. YouworkforHolsteadCommunications,amidsizeddigitalphone,cable,andInternetserviceproviderinruralNew Mexico.Yourcompanyhasalwaysprovidedcustomerswithtwobillingoptions:paperlessortraditional.Asacostsavingmeasure,thecompanyhasdecidedtodiscontinueitstraditionalbillingoption.Allcustomerswhochoosethe traditionalbillingoptionwillbechargedayearlybillingfeeof$25.Thisfeewilloffsetprintingandmailingcostsof $600,000annually. TheCFOandlegalteamhavedeterminedthatHolsteadisnotlegallyobligatedtoannouncethefeeincreasetoits customers.Therefore,toavoidcustomerloss,negativepress,andapotentialdecreaseinrevenue,Holsteadwillnot announcethenewfee.Instead,customerswithtraditionalbillingoptionswillseea$2.08increaseontheirmonthly bills. Asacustomerservicerepresentative,youunderstandthedifficultiesthattheadditionalfeewillposeforsome customers.Forexample,youknowthatsomeofHolstead'soldercustomersandcustomerswhodon'tspeakEnglish won'tbeabletodeciphertheadditionalfeeontheirbills. Youareuncomfortablewiththechoicethattopmanagementhasmaderegardingbillingfees.Despiteyourconcerns, youknowyouwillbeupforpromotionnextmonth,andyouhavedecidednottojeopardizeyourchancesfor advancement. Thiscompany'sdecisiontoaddahiddenfeeis_________. A.legal,yetunethical B.illegal,yetethical C.legalandethical ANSWER:legal,yetunethical

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Chapter01:EstablishingaFrameworkforBusinessCommunication GlobalLeadershipCompetency 53.ConsidertheimageofGlobalLeadershipComp...