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Q:
Communication can break down if sender and receiver do not encode or decode language in the same way.
a. True
b. False
Q:
When informing your staff of the date for the company picnic, a __________ would be most practical and successful.
a. memo
b. telephone call
c. video conference
d. face-to-face contact
e. newspaper notice
Q:
Types of information generally communicated upward include performance reports, suggestions for improvement, and performance feedback.
a. True
b. False
Q:
Information distortion or loss of message content is a major problem with:
a. upward communication.
b. formal communication.
c. downward communication.
d. informal communication.
e. horizontal communication.
Q:
Messages that are designed to share information among teams and departments that can help the organization change, grow, or improve are called change initiatives and improvements.
a. True
b. False
Q:
Which of the following comprises the lowest channel richness?
a. E-mail
b. Bulletins
c. Face-to-face talk
d. Telephone
e. Memos
Q:
Most managers spend 80 percent of their time telling and 20 percent asking, but it should be the other way around.
a. True
b. False
Q:
To be effective communicators, managers should:
a. focus primarily on enhancing downward communication in the organization.
b. enhance lateral communication opportunities by encouraging teams.
c. limit use of communication technology.
d. strictly push for face-to-face communication.
e. encourage the use of multiple channels of communication.
Q:
Team members, in decentralized networks, must communicate through one individual to solve problems or make decisions.
a. True
b. False
Q:
According to the text, all of the following are ways managers can improve their writing skills, EXCEPT:
a. writing lengthy explanations.
b. respecting the reader.
c. getting a second opinion.
d. knowing your point and getting to it.
e. writing clearly rather than impressively.
Q:
Managers facilitate strategic conversations by using open communication, actively listening to others, asking questions, and using feedback for learning and change.
a. True
b. False
Q:
Louise, a top-level manager at INF Inc., has the difficult task of informing 12 employees that they are about to be laid off. Which communication channel should Louise use to break the news?
a. Face-to-face
b. E-mail
c. Instant messaging
d. Telephone
e. Handwritten letter
Q:
Routine messages tend to be simple and straightforward, such as conveying data or statistics.
a. True
b. False
Q:
Silvia, a seasoned assembly line worker at an automobile manufacturer, wants to demonstrate to Allison, a new trainee, how her job relates to other organizational activities. This encompasses which of the following downward communication topics?
a. Goals
b. Practices
c. Performance feedback
d. Indoctrination
e. Job instructions
Q:
The skills of __________ require receiving messages to accurately grasp facts and feelings to interpret the meaning of the message.
a. communication
b. listening
c. managing
d. reception
e. telling
Q:
Upward communication is usually used to communicate information about all of the following, EXCEPT:
a. suggestions for improvement.
b. performance reports.
c. indoctrination.
d. financial and accounting information.
e. grievances and disputes.
Q:
__________ and __________ are potential sources for communication errors, because knowledge, attitudes, and background act as filters.
a. Encoding; channel
b. Encoding; noise
c. Decoding; channel
d. Decoding; encoding
e. Decoding; noise
Q:
Which of the following is the most familiar and obvious flow of formal communication?
a. Downward communication
b. Gossip
c. Horizontal communication
d. Upward communication
e. Vertical communication
Q:
What percent of the details passed through a grapevine is accurate?
a. 15 to 20 percent
b. 25 to 35 percent
c. 40 to 60 percent
d. 70 to 90 percent
e. 100 percent
Q:
When an electronic mail system is installed as part of the communication system, what element of the communication process is changed?
a. Channel
b. Message
c. Sender
d. Filter
e. Receiver
Q:
Jenna composes an e-mail from home to her boss to inform him that she will be late getting to work that day. The act of composing an e-mail involves which of the following stages of the communication process?
a. Selecting a channel
b. Sifting through noise
c. Providing feedback
d. Encoding the message
e. Decoding the message
Q:
What percentage of a manager's time is spent in direct communication?
a. 20 percent
b. 100 percent
c. 50 percent
d. 80 percent
e. 40 percent
Q:
Most executives now believe that important information flows from the:
a. top down.
b. bottom up.
c. diagonal level.
d. horizontal level to the diagonal level.
e. internal to the external.
Q:
Jay, a divisional vice president of a consumer goods manufacturer, gives a presentation to all divisional employees to outline the companys goals for the coming year. This is an example of which of the following types of organizational communication?
a. Virtual communication
b. Grapevine communication
c. Lateral communication
d. Downward communication
e. Upward communication
Q:
When interviewing prospective employees, Samuel, a seasoned manager, often observes hand gestures, facial expressions, and use of space to gauge individuals personalities. These are all examples of:
a. listening.
b. nonverbal communication.
c. empathizing.
d. direct communication.
e. nuance communication.
Q:
Strategic conversations include:
a. directing attention to values.
b. asking questions.
c. social media.
d. personal networks.
e. influencing employee behavior.
Q:
__________ is necessary for communication to be considered two-way.
a. Message
b. Channel
c. Feedback
d. Noise
e. Circuit
Q:
A formal communication channel flows within the chain of command or task responsibility defined by the organization.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
Q:
Face-to-face discussion is the richest channel, in terms of channel richness.
a. True
b. False
Q:
Without feedback, communication is only a two-way process, sender to receiver and receiver to sender.
a. True
b. False
Q:
Huge corporations are more likely than smaller businesses or nonprofits to use social media to communicate with customers.
a. True
b. False
Q:
Horizontal communication is particularly important in teaching organizations, where teams of workers are continuously solving problems and searching for new ways of doing things.
a. True
b. False
Q:
Procedures and practices are downward communication topics that define the organizations rules, regulations, benefits, and structural arrangements.
a. True
b. False
Q:
Social media does not include blogs and wikis.
a. True
b. False
Q:
Formulating in your mind what you are going to say next is an important part of effective listening.
a. True
b. False
Q:
The choice of a communication channel can convey a symbolic meaning to the receiver.
a. True
b. False
Q:
Forms of nonverbal communication include blushing, perspiring, glancing, crying, and laughing.
a. True
b. False
Q:
Managers spend 80 percent of every working day doing desk work.
a. True
b. False
Q:
The receiver usually will give more weight to behavioral actions than to verbal messages when verbal and nonverbal messages are contradictory.
a. True
b. False
Q:
The __________ involves whether putting effort into a task will lead to high performance.
a. P → O expectancy
b. E → P expectancy
c. O → V expectancy
d. A → Z expectancy
e. V → P expectancy
Q:
Which of the following theories emphasizes the needs that motivate people?
a. Process
b. Reinforcement
c. Content
d. Contingency
e. Situational
Q:
Carlas subordinates view her as a great manager. Not only does she get the job done, but she also organizes the workplace in such a way that employees experience a sense of meaningfulness, connection, and growth. This is an example of employee:
a. pay-for-performance.
b. delegation.
c. empathy.
d. apathy.
e. engagement.
Q:
Which of the following is NOT a need proposed by Maslow in his hierarchy of needs theory?
a. Safety needs
b. Compensation needs
c. Physiological needs
d. Esteem needs
e. Self-actualization needs
Q:
At Rightway Industries, new hires spend a significant portion of their first week of training just walking around the factory, observing other workers and watching them get rewarded for doing their jobs well. This is an example of:
a. vicarious learning.
b. self-efficacy.
c. self-reinforcement.
d. delegation.
e. experiential learning.
Q:
Which of the following theories places an emphasis on behavior and its consequences?
a. Two-factor theory
b. Needs hierarchy theory
c. Reinforcement theory
d. ERG theory
e. Equity theory
Q:
Which of the following is NOT a common method for reducing a perceived inequity?
a. Change work effort
b. Change outcomes
c. Change perceptions
d. Leave the job
e. Change equity
Q:
Which of the following is sometimes called negative reinforcement?
a. Avoidance learning
b. Punishment
c. Positive reinforcement
d. Extinction
e. Neutral learning
Q:
Nelson is motivated by a strong need for recognition and is continually seeking credit for his contributions to the organization. According to Maslow, Nelson is motivated by which category of needs?
a. Physiological
b. Safety
c. Belongingness
d. Esteem
e. Self-actualization
Q:
The job characteristic of feedback provides the worker with:
a. employee growth-need strength.
b. experienced meaningfulness of work.
c. experienced responsibility.
d. knowledge of actual results.
e. demotivation.
Q:
Daisy tried to apply the job characteristics model to her workforce, but it only worked for some of her employees. Which of the following may be a reason why it did not work for everyone?
a. Some of her employees are lazy.
b. Some of her employees are low in growth-need strength.
c. Some of her employees have a low need for power.
d. All of her employees have high growth-needs.
e. Some of her employees have low affiliation needs.
Q:
Samuel, a sales associate at an electronics store, learns that his base pay is higher than any other sales associate in the store. He justifies his higher salary with the idea that he must be a top sales associate, generating more revenue than anyone else. This example demonstrates which of the following methods for reducing perceived inequity?
a. Working harder, not smarter
b. Changing outcomes
c. Changing work effort
d. Changing perceptions
e. Leaving the job
Q:
Which of the following terms, in goal-setting theory, refers to the need to make goals highly ambitious but achievable?
a. Goal specificity
b. Goal difficulty
c. Goal acceptance
d. Feedback
e. Goal motivation
Q:
A high need for __________ is associated with successful attainment of top levels in the organizational hierarchy, according to McClelland.
a. power
b. achievement
c. affiliation
d. success
e. expertise
Q:
Abbi works at Railroad Ties. Her bosses continually indicate that her motivational level is low. Abbi agrees, but is unwilling to work harder until the company changes the types of reward it offers its employees. Which of the following is low for Abbi?
a. E → P expectancy
b. O → P expectancy
c. Valence
d. Motivators
e. O → E indicators
Q:
According to Herzberg, __________ is an example of a hygiene factor.
a. achievement
b. recognition
c. pay
d. responsibility
e. opportunity for growth
Q:
Sally enjoys her job as a teacher, not because of the pay or benefits, but because she feels good about shaping the minds of tomorrows leaders. Sally is motivated by:
a. power factors.
b. leadership factors.
c. hygiene factors.
d. extrinsic rewards.
e. intrinsic rewards.
Q:
The delegation of power and authority to subordinates is referred to as:
a. need for power.
b. need for achievement.
c. empowerment.
d. passing the buck.
e. need for affiliation.
Q:
Frank is primarily driven by a need to establish close social relationships with other people. Alderfer would say he is motivated by:
a. growth needs.
b. existence needs.
c. relatedness needs.
d. self-actualization needs.
e. physiological needs.
Q:
Employee motivation affects productivity, and part of a manager's job is to channel motivation toward the accomplishment of organizational goals.
a. True
b. False
Indicate the answer choice that best completes the statement or answers the question.
Q:
One weakness of the use of punishment in organizations is that it fails to indicate the correct behavior.
a. True
b. False
Q:
Behavior that is positively reinforced tends to be repeated, and behavior that is not reinforced tends not to be repeated, as stated in the law of effect.
a. True
b. False
Q:
Two ways to classify rewards are extrinsic and monetary.
a. True
b. False
Q:
Extrinsic reward refers to the satisfaction a person receives in the process of performing a particular action.
a. True
b. False
Q:
Behavioral science research has shown that people typically respond more strongly to a potential gain, such as a financial reward, than to a potential loss, such as a financial penalty.
a. True
b. False
Q:
Process theories explain how people select behavioral actions to meet their needs and determine whether their choices were successful.
a. True
b. False
Q:
Job rotation systematically moves employees from one job to another, thereby increasing the number of different tasks an employee performs without increasing the complexity of any one job.
a. True
b. False
Q:
Motivation is the arousal of enthusiasm and persistence to pursue a certain course of action.
a. True
b. False
Q:
Goal acceptance, in goal-setting theory, means that employees have to "buy into" the goals and be committed to them.
a. True
b. False
Q:
Managers who motivate employees by tapping into their self-doubts are using an intrinsic negative approach.
a. True
b. False
Q:
Job enlargement is a job design that incorporates achievement, recognition, and other high-level motivators into the work.
a. True
b. False
Q:
According to expectancy theory, for an employee to be highly motivated, E → P expectancy and valence must be maximized.
a. True
b. False
Q:
External and relatedness are the first two groups of needs in Alderfer's ERG theory.
a. True
b. False
Q:
The job characteristic of autonomy influences the worker's experiencing meaningfulness of work.
a. True
b. False
Q:
The implication of the two-factor theory for managers is clear. Providing hygiene factors will eliminate employee dissatisfaction but will not motivate workers to high achievement levels.
a. True
b. False
Q:
Organizations that empower employees often reward them based on the results shown in the company's bottom line.
a. True
b. False
Q:
Physiological needs are the most basic human physical needs, which are reflected in the workplace as needs for adequate heat, air, and base salary to ensure survival.
a. True
b. False
Q:
Gain sharing rewards employees with part ownership of the organization based on achieving performance goals.
a. True
b. False
Q:
Employee engagement means that people enjoy their jobs and are satisfied with their work conditions, contribute enthusiastically to meeting team and organizational goals, and feel a sense of belonging and commitment to the organization.
a. True
b. False
Q:
Skill variety, task identity, and task significance tend to influence the employee's psychological state of experienced meaningfulness of work.
a. True
b. False
Q:
In David McClelland's acquired needs theory, what are the three acquired needs most commonly discussed, and which is(are) not dependent on relationships with other people?