Management Final Exam Chapter 15

30 August 2022
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question
Which of the following is not appropriate to include in the conclusion of a speech? A. details you forgot from earlier B. a call to action C. "Thank you" D. a signal phrase to cue listeners about the wind-up E. a little upbeat story or a quotation
answer
A. details you forgot from earlier
question
Generally, typical listeners retain _____ of what they hear. A. all B. 5 percent C. 75 percent D. two-thirds E. 20-50 percent
answer
E. 20-50 percent
question
Which of the following is not one of the top five qualities that employers are looking for most in college graduates? A. written and verbal communication skills B. problem-solving skills C. teamwork D. creativity E. leadership
answer
D. creativity
question
Debbie works part time in a coffee shop. Some of the equipment is so noisy it prevents her from correctly hearing what the customer orders. The noisy equipment is an example of a(n) ______ barrier to communication. A. feedback B. encoding C. physical D. personal E. semantic
answer
C. physical
question
At the end of the fiscal year, Dilinger Investments releases an earnings report to clients. By sending the earnings reports to its clients, Dilinger Investments is communicating A. vertically. B. horizontally. C. upward. D. downward. E. externally.
answer
E. externally.
question
________ is a person's characteristic speaking patterns, such as the use of pacing, pausing, questions, and stories. A. Horizontal communication B. A formal message C. A linguistics style D. A communication device E. Multicommunication
answer
C. A linguistics style
question
Face-to-face communication is the richest form of communication because the receiver observes multiple cues in the message. A. True B. False
answer
A. True
question
Lynn had many spelling and grammar mistakes in her report, some of which made the content difficult to understand. Lynn's report is an example of poor encoding. A. True B. False
answer
A. True
question
_____________ is the process of translating a message into understandable symbols or language. A. Enriching B. Encoding C. Decoding D. Transformation E. Mediation
answer
B. Encoding
question
______ communication channels develop outside the organizational structure and do not follow the chain of command. A. Informal B. Horizontal C. Customary D. External E. Vertical
answer
A. Informal
question
Imagine that you work for a life insurance company. The company is offering a new type of life insurance policy for senior citizens (people over age 65) and retirees. Keeping generational differences in mind, which of the following is the best medium for communicating with potential customers/clients? A. e-mail B. text messages C. YouTube videos D. Facebook E. telephone calls
answer
E. telephone calls
question
Among people age 18-24, the most popular social network is _______; among people aged 35-44, the most popular social network is ________. A. Facebook, Pinterest B. Instagram, Tumblr C. Twitter, Google+ D. Pinterest, Twitter E. Snapchat; LinkedIn
answer
E. Snapchat; LinkedIn
question
The introduction to a business speech should A. contain significant details of the presentation. B. get right to the point. C. contain at least one joke. D. contain a phrase like "I'm honored to be here." E. contain an unrelated story to catch the interest of the audience.
answer
B. get right to the point.
question
In general, one long meeting is preferable to several shorter meetings. A. True B. False
answer
B. False
question
Of the following, which medium is the richest? A. videoconference B. company newsletter C. telephone D. memo E. e-mail
answer
A. videoconference
question
The sun was shining directly into Matt's eyes, so he looked away and missed the coach's demonstration of a defensive technique. In this case, the sun acts as feedback in the communication process. A. True B. False
answer
B. False
question
Lai worked on a global team for an American company, and all her work had to be completed in her second language, English. Sometimes her teammates misinterpreted her meaning. Lai has unintentionally created a(n) ______ barrier to communication. A. feedback B. receiver C. sender D. encoding E. decoding
answer
D. encoding
question
When thieves use your name and good credit rating to get cash or buy things, they are engaging in A. misuse of standing. B. credit exploitation. C. credit mishandling. D. identity theft. E. Robin Hood theft.
answer
D. identity theft.
question
Roger was talking to a coworker in a meeting, and he wasn't listening when his supervisor announced work assignments. This situation is an example of what type of barrier to communication? A. encoding barrier B. decoding barrier C. receiver barrier D. feedback barrier E. medium barrier
answer
C. receiver barrier
question
The more management levels through which a message passes, the A. more informal the organization. B. more important the message is. C. higher the chance the message will become external. D. more disorganized the organization. E. more distorted the message may become.
answer
E. more distorted the message may become.
question
When using text messages for important workplace communications, use abbreviations and emojis to streamline the communication. A. True B. False
answer
B. False
question
The key to protecting digital communication systems against fraud, hackers, identity theft, and other threats is A. using file-sharing services. B. creating a well-funded IT department. C. minimizing turnover. D. hiring ethical employees. E. using prevention techniques like strong passwords.
answer
E. using prevention techniques like strong passwords.
question
Generally people retain about 75 percent of what they hear. A. True B. False
answer
B. False
question
An audience can typically remember about 10 points from a speech. A. True B. False
answer
B. False
question
Which of the following indicates how official communications should be routed? A. grapevine B. corporate culture C. organizational chart D. personnel files E. lateral networks
answer
C. organizational chart
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Which term refers to the use of the Internet at work for personal use? A. cyberthreat B. cyberloafing C. jargon D. media policy E. crowdsourcing
answer
B. cyberloafing
question
Which of the following is not an element of the communication model? A. noise B. feedback C. sender D. decoder E. message
answer
D. decoder
question
Most people from Western cultures tend to ______ when conveying bad news or negative feedback. A. avoid eye contact B. nod their heads C. lean forward D. smile E. yawn
answer
A. avoid eye contact
question
A manager who is instructing his employee about work tasks is communicating A. externally. B. horizontally. C. through the grapevine. D. vertically. E. informally.
answer
D. vertically.
question
Which of the following is an example of a barrier in cross-cultural communication? A. Those over the age of 70 are significantly less likely to use any form of social media. B. The "OK" hand symbol means "all right" or fine in the United States, but is considered an insult in parts of Europe. C. Due to a hurricane affecting the East Coast, all Internet connections are down for thousands of miles. D. Men are less likely than women to indicate that they are unsure about an issue. E. You are trying to get through to a colleague on the telephone, but you keep getting a buy signal.
answer
B. The "OK" hand symbol means "all right" or fine in the United States, but is considered an insult in parts of Europe.
question
A(n) ______ form of media allows receivers to observe multiple cues, such as body language and tone of voice, and allows senders to get feedback. Face-to-face communication is an example of this form of media. A. encoded B. dense C. rich D. informal E. formal
answer
C. rich
question
Gossip and rumor in an organization are part of the _____, which itself is a type of ______ communication channel. A. organizational chart; horizontal B. culture; horizontal C. grapevine; informal D. grapevine; horizontal E. organizational chart; informal
answer
C. grapevine; informal
question
You are a(n) ________ communicator when your intended message is sent accurately in the least amount of time. A. economical B. collaborative C. formal D. efficient E. effective
answer
D. efficient
question
Ryan is sitting in a seminar where a speaker is explaining the company's retirement plan options. Ryan is only 24 years old, and he thinks retirement is so far away that he doesn't think he needs to pay attention to the speaker. He starts texting his friends and updating his Facebook page; he even slumps in his chair. He has completely tuned out of the presentation. Ryan's listening style in this case is best described as A. detached. B. active. C. involved. D. passive. E. passive-aggressive.
answer
A. detached.
question
Executives at Breakers Engineering want to let middle managers know that the company is going to be acquired by its largest competitor. Assuming the following paths of communication are possible, how should executives communicate this information? A. Send a note to all managers. B. Post a notice on all bulletin boards. C. Hold a face-to-face meeting. D. Send an e-mail to all managers. E. Schedule a conference phone call.
answer
C. Hold a face-to-face meeting.
question
Diane, a marketing manager, shares some of the market research her department has analyzed with the research and development group. Diane is communicating A. by wandering around. B. horizontally. C. upward. D. through the grapevine. E. externally.
answer
B. horizontally.
question
Claire wanted to tell her employees about the seminar, but she put the flier in a stack of papers and forgot about it until after the deadline, so none of her employees were able to sign up for the seminar. What type of barrier has occurred in this situation? A. feedback barrier B. encoding barrier C. medium barrier D. sender barrier E. receiver barrier
answer
D. sender barrier
question
The dean at Corbin Business College disseminated a new five-year strategic plan to department chairs. This is an example of ________ communication. A. external B. horizontal C. corporate D. downward E. informal
answer
D. downward
question
When the band came out on stage and the lead singer shouted, "Hello, Dallas!" the crowd roared with applause. The crowd's response is an example of A. decoding. B. medium selection. C. noise. D. feedback. E. encoding.
answer
D. feedback.
question
Which of the following is not a way in which nonverbal communication is expressed? A. grimacing B. avoiding eye contact C. looking away while talking to someone D. writing a thank-you note E. touching someone's shoulder
answer
D. writing a thank-you note
question
Which of the following is a step in the communication process? A. The message is transmitted through a medium. B. The sender decodes the message. C. The medium is eliminated. D. Noise is eliminated from the message. E. The receiver selects the medium.
answer
A. The message is transmitted through a medium.
question
Which of the following is an example of empathetic communication? A. "We need to get this job finished on time if we want to keep our jobs." B. "These intense deadlines are both unreasonable and unfair." C. "You don't have a choice; this is the job we hired you to do." D. "I understand your frustration; this deadline is intense, and we're running on reduced staff." E. "If you don't like your job, we can easily replace you."
answer
D. "I understand your frustration; this deadline is intense, and we're running on reduced staff."
question
Which of the following is the best advice for face-to-face communication? A. Begin with good news, and lead up to bad news. B. Use a face-to-face meeting as an opportunity to multitask. C. Hold "town hall" meetings daily. D. Speak "off the cuff" rather than preparing a dull list of topics that need to be discussed. E. Have face-to-face meetings spontaneously when you encounter a co-worker in the daily course of doing business (for example, in the copy room or lunch room).
answer
A. Begin with good news, and lead up to bad news.
question
Which of the following is a tip for writing more effectively for business purposes? A. avoid using a subject line when sending an e-mail B. start by stating your purpose and what you expect of the reader C. use the passive voice (rather than the active voice) D. construct interesting, complex sentences E. begin an e-mail with an informal greeting like "Hey"
answer
B. start by stating your purpose and what you expect of the reader
question
Active ______ is the process of actively decoding and interpreting verbal messages, which requires full attention and processing. A. empathizing B. comprehension C. hearing D. listening E. evaluation
answer
D. listening