Q&A Hero

Q: During an interview minutes after a tough loss, a soccer coach who is frustrated with calls made by the game's referees should probably do this. A) blame himself for the defeat B) blame the referees for the defeat C) express his anger freely D) take some time to cool down

Q: Emotions can distort communication ________. A) for senders only B) for receivers only C) for both senders and receivers D) only when negative

Q: Which of the following is NOT true of active listening? A) It is a skill that most people need to improve. B) Listening demands serious intellectual effort. C) Active listening demands intense concentration. D) Empathy is a barrier to active listening.

Q: Which action best shows a speaker that you are paying close attention? A) avoiding interruptions of the speaker B) avoiding over talking C) direct eye contact D) smooth transitioning from listener to speaker

Q: Active listening is enhanced by developing ________ with the speaker. A) apathy B) sympathy C) a personal friendship D) empathy

Q: This is the primary goal of active listening. A) developing empathy with the speaker B) avoiding premature judgments or interpretations of the speaker's message C) focusing on the speaker D) understanding the full meaning of the speaker's message

Q: Because the average listener can comprehend language at a rate that is much higher than speakers can speak, people tend to ________. A) lose focus when listening B) process information at a deep level when they speak C) request additional channels of communication when they listen D) focus better when listening than talking

Q: The average listener can understand language at a rate that is ________ the average speaker can speak. A) much slower than B) much faster than C) the same rate that D) a little bit slower than

Q: Simplifying language is most important when ________. A) the speaker has little time B) the audience is sympathetic C) the audience is unfamiliar D) the message is simple

Q: One particularly effective form of providing feedback is for the receiver to ________. A) raise a hand to show that the message was received B) state "message received" out loud C) restate the message in his or her own words D) send a written message that states "message received"

Q: Feedback ________. A) can be spoken, nonverbal, or written B) must be spoken C) must be written D) can be spoken, verbal, or oral

Q: The purpose of feedback is to determine whether a message was ________. A) received B) received and understood C) worth sending D) verbal or nonverbal

Q: Japanese managers tend to rely on this style of communication. A) formal and written B) formal and unwritten C) informal and verbal D) verbal and formal

Q: U.S. managers tend to rely on this style of communication. A) formal and written B) informal and unwritten C) verbal and informal D) verbal and formal

Q: The difference between male and female styles of communication exists ________. A) in every culture B) only in the United States C) only in western cultures D) only in Asian cultures

Q: Jargon tends to cause problems when it is used ________. A) within a specialized, close-knit group B) as shorthand for technical terms C) outside of a specialized, close-knit group D) in spoken rather than written language

Q: Filtering tends to be more prevalent in this kind of organization. A) organic B) highly vertical C) highly horizontal D) non-mechanistic

Q: Jargon can be very useful for communication ________. A) within a specialized, close-knit group B) between people who speak different languages C) outside of a specialized, close-knit group D) between males and females

Q: When an auto executive fails to notice an important demographics report in her overstuffed inbox before going to a meeting, she is likely to be suffering from this. A) information overload B) emotion C) filtering D) gender

Q: When an auto executive who is upset because his teenage son got suspended from school ends up nixing new design plans for no apparent reason, communication has been distorted by this. A) selective perception B) emotion C) filtering D) gender

Q: Auto company engineers want technical terms such as limited slip differential used in car ads. Ad execs, on the other hand, don't want these terms used. The cause of their disagreement is ________. A) emotion B) selective perception C) language D) gender

Q: When an auto designer's presentation of a new design shows all of the good features of the design but fails to mention the poor gas mileage that the model will get, she is engaging in this. A) emotion B) selective perception C) information overload D) filtering

Q: When an auto industry manager raves about plans for a new car design and fails to see the flaws in the model, he is engaging in this. A) selective perception B) filtering C) emotion D) information overload

Q: All of the following are barriers to effective interpersonal communication EXCEPT ________. A) filtering B) selective perception C) feedback D) language

Q: ________ is the deliberate manipulation of information by the sender to make it appear more favorable to the receiver. A) Selective perception B) Information overload C) Jargon D) Filtering

Q: This is the PRIMARY reason for why managers often travel long distances to have a face-to-face meeting with someone. A) It shows respect. B) Most communication is done through body language. C) Other forms of communication have security concerns. D) It communicates a sense of power, rank, and mobility.

Q: Reading a movie script allows you to perceive ________ forms of communication. A) verbal, body language, and verbal intonation as B) only verbal C) only nonverbal D) both verbal and nonverbal

Q: Watching a movie in a foreign language you don't understand without subtitles allows you to perceive ________ forms of communication. A) verbal and body language B) only verbal C) only nonverbal D) both verbal and nonverbal

Q: Listening to a singing performance on the radio allows a listener to perceive ________ forms of communication. A) verbal, body language, and verbal intonation as B) only verbal C) only nonverbal D) both verbal and nonverbal

Q: A live singing performance allows the audience to perceive ________ forms of communication. A) verbal, body language, and verbal intonation as B) only verbal C) only nonverbal D) facial expressions, and verbal intonation as

Q: Verbal intonation is a form of ________. A) verbal communication B) body language C) nonverbal communication D) facial expression

Q: An example of nonverbal communication is ________. A) an email B) a smile C) a whisper D) a voice mail

Q: You would expect to find a grapevine with the most accurate rumors in ________ organization. A) an organic B) a mechanistic C) a hierarchical D) an authoritative

Q: Along the grapevine, ________. A) good news travels fastest B) bad news travels slowly C) good news travels slowest D) bad news travels fastest

Q: Which of the following is a disadvantage of written communication? A) vague B) time-consuming C) not permanent D) hard to store

Q: The great advantage of a written message is that it ________. A) is informal B) is easy to provide feedback for C) is unambiguous D) provides a permanent record

Q: Skills, attitudes, knowledge, and social cultural systems affect ________. A) the sender only B) the receiver only C) neither the sender nor the receiver D) both the sender and the receiver

Q: Feedback is a message that travels from ________. A) encoder to receiver B) source to decoder C) the original receiver to the original sender D) the original sender to the original receiver

Q: The final link in the communication process is ________. A) encoding B) decoding C) channeling D) feedback

Q: A spelling mistake in a message is an example of ________. A) an encoding error B) a decoding error C) a transmission error D) a receiver error

Q: The channel is the ________. A) actual physical product from the source that conveys a purpose B) person who receives the message C) medium that the messages travels through D) person who sends the message

Q: A ________ is the actual physical product encoded by the source. A) channel B) message C) thought D) source

Q: Four conditions influence the content of an encoded message: the skills, attitudes, knowledge, and ________ of the sender. A) social-cultural system B) environmental conditions C) volume D) political conditions

Q: Reading is an example of this communication step. A) feedback B) encoding C) sending D) decoding

Q: Which communication sequence is correct? A) sender → decoding → channel → encoding → receiver B) sender → channel → medium → decoding → receiver C) source → sender → encoding → decoding → receiver D) sender → encoding → channel → decoding → receiver

Q: In order to transmit a message, the thought originating with the sender must be ________ to symbolic form. A) decoded B) encoded C) deciphered D) expanded

Q: The communication process begins with this. A) a receiver B) a message C) a thought or purpose D) an encoded message

Q: For managers, communication can't be overemphasized because ________ requires communication. A) decision making B) planning C) supervising and monitoring employees D) everything a manager does

Q: On the managerial grid, a leader who is high in both concern for people and concern for production would rate ________. A) 1,1 B) 9,1 C) 5,5 D) 9,9

Q: According to the University of Michigan studies, leaders who were ________ were associated with higher group productivity and higher job satisfaction. A) employee oriented B) initiating structure C) considerate D) production oriented

Q: The Ohio State studies indicated that leaders who were high in initiating structure received ________. A) the highest employee ratings B) the lowest employee ratings C) the same employee ratings as leaders who were high in consideration D) below-average employee ratings

Q: The Ohio State studies indicated that leaders who were high in consideration performed ________. A) best in all situations B) best when employee tasks were routine C) worst when employee tasks were routine D) best when employee tasks were non-routine

Q: A high-high leader in the Ohio State studies achieved the highest ratings with respect to ________. A) both employee performance and satisfaction B) employee performance only C) employee satisfaction only D) employee performance for routine tasks only

Q: In the Ohio State studies, ________ refers to how much mutual trust exists between employees and leaders. A) consideration of limitations B) consideration C) initiating structure D) initiating ideas

Q: In the Ohio State studies, ________ refers to how strict a leader's standards are. A) independent dimensions B) comprehensive structure C) initiating structure D) consideration

Q: The behavioral theories of leadership began around this time. A) 1900-1920 B) 1920-1940 C) 1940-1960 D) 1960-1980

Q: The employee oriented style identified in the University of Michigan studies is similar to the ________ style identified by Ohio State. A) initiating structure B) autocratic C) laissez-faire D) consideration

Q: The autocratic style identified in the University of Iowa studies is similar to the ________ style identified by Ohio State. A) consideration B) employee oriented C) initiating structure D) laissez-faire

Q: The University of Iowa studies indicated that this was the most successful leadership style. A) autocratic B) laissez-faire C) combination of autocratic and laissez-faire D) democratic

Q: Monica's boss allows her to make any decision she thinks is important on the spot without consulting anyone. Monica's boss has this kind of leadership style. A) laissez-faire style B) autocratic style C) democratic style D) hands-on style

Q: Jared's boss encourages employees to participate in the decision-making process but does not give them complete freedom to do as they like. She has this kind of leadership style. A) monarchial B) autocratic C) laissez-faire D) democratic

Q: Which leadership style tends to centralize authority and make unilateral decisions? A) cultural style B) autocratic style C) democratic style D) laissez-faire style

Q: The University of Iowa studies discussed all of the following leadership styles EXCEPT ________ leadership. A) laissez-faire B) democratic C) benevolent D) autocratic

Q: The promise of behavioral theories of leadership held that this would be possible. A) picking a leader out of crowd B) being able to train a person to be a leader C) explaining why successful leaders were successful D) eliminating ineffective leaders

Q: Behavioral theories of leadership focused on ________. A) who effective leaders were B) what characteristics effective leaders had C) how to identify effective leaders D) what effective leaders did

Q: Why was the trait theory of leadership mainly unsuccessful? A) Researchers were not able to identify a set of traits that always differentiated a leader from a nonleader. B) Organizations found the trait theory of leadership too expensive to implement due to the high costs of testing potential leaders. C) Research has shown that leadership traits are gender specific, so the process of choosing leaders based on traits is discriminatory. D) Too much emphasis was placed on personality traits rather than physical traits, which have been found to successfully predict leadership.

Q: Which of the following is NOT one of the eight traits associated with leadership? A) Drive B) Intelligence C) Introversion D) Job-relevant knowledge

Q: If a trait theory of leadership were true, then all leaders would possess ________. A) charisma B) the same traits C) different traits D) seven traits

Q: Leaders are ________. A) individual people, while leadership is a process B) the first step in the leadership process C) individual people who study the leadership process. D) the final step in the leadership process.

Q: Early leadership trait research looked to find characteristics that might ________. A) distinguish ordinary leaders from great leaders B) define charisma C) identify the physical traits of leaders D) differentiate leaders from non-leaders

Q: Ideally, all managers should not be leaders.

Q: Leadership identifies a process while leader identifies a person.

Q: A leader is someone who has managerial authority and can influence others.

Q: Because leading is one of the four basic managerial functions, ________ leaders. A) all managers are B) all managers should be C) some managers are D) some managers should be

Q: Research has shown that a majority of American employees trust the leaders of the companies they work for.

Q: Of the five dimensions that make up the concept of trust, loyalty seems to be the most critical.

Q: Trust is the belief in the integrity, character, and ability of a leader.

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