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Managerial Communication: Strategies and Applications Sixth Edition Test Bank

Strengthen your exam preparation with Managerial Communication: Strategies and Applications Sixth Edition Test Bank, featuring a blend of theory, practical examples, and exam-focused exercises.

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    1. The workplace is less diverse and more com plex than it was a few decades ago. a. True *b. False 2. Technology eliminates the need for multicultural awareness. a. True *b. False 3. Scientific management identifies the most efficient and effective manner for performing a task *a. True b. False 4. Gangplank theory was the first formal recognition of horizontal communication. *a. True b. False 5. Dale Carnegie was one of the first writers to link communication skills with managerial effectiveness. *a. True b. False 6. The Hawthorne studies were originally designed to show the attitudes of employees toward working conditions. a. True *b. False 7. The human relations approach during the Carnegie era was manipulative. a. True *b. False 8. Empowerment is delegating power to subordinates in the organization. *a. True b. False 9. A goal of empowerment is to allow employees more freedom within their jobs. *a. True b. False 10. Modern CEOs are returning to an autocratic model of leadership. a. True *b. False 11. The contingency approach was a management philosophy in the 20th century. a. True *b. False

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    12. Diversity issues are found in the areas of gender, culture, age, and education. *a. True b. False 13. Sexual harassment definitions are continually evolving. *a. True b. False 14. Education diversity has decreased managers’ ability to seek help from employees. a. True *b. False 15. Ethics in business is constantly evolving to match emerging norms and values and varies from country to country. *a. True b. False 16. Ethics has no application in business communication. a. True *b. False 17. The workplace requires more sophisticated managerial communication skills because it is much more diverse and complex than it was just a few decades ago. *a. True b. False 18. Effective communication is not a leading indicator of financial performance. a. True *b. False 19. Good managers do not use new social media technologies to facilitate collaboration on work projects as often as weak managers do. a. True *b. False 20. Business transactions were recorded in the Middle East as early as 3200 BCE. *a. True b. False 21. Scientific Management brings to the fast food industry A. quality, service, punctuality, value B. cleanliness, predictability, value, low prices *C. quality, service, cleanliness, value D. timeliness, service, low prices, value 22. Which of the following is not one of Fayol’s Principles?

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    A. discipline B. division of work *C. cultural diversity D. authority 23. According to Dale Carnegie gaining compliance from other people requires A. trust and compromise B. vision, attractiveness, humility, and sincerity C. interpersonal skills as personified by forensic debate *D. interpersonal dynamics of attraction and influence 24. Employee commitment to an organization is gained by A. economic motivators and authority B. interpersonal communication skills C. moderate workload *D. A and B 25. The Hawthorne studies examined which of the following? A. the effect of light in the work area B. employee attitudes and feelings toward the work place C. social organizations within the work place *D. all choices are correct 26. Modern managerial communication stresses the importance of which of the following? *A. listening B. recording records C. giving orders D. discipline 27. Organizations are A. stable B. static entities *C. continuously evolving D. a dated concept 28. The contingency approach to management communication requires managers to *A. see the interdependence of various aspects of jobs, organizations, and communication B. use the same communication approach at all times for consistency C. use creative analysis only in times of emergency D. not let the situation determine the method of communication 29. Major dynamics affecting communication contingencies are: A. product quality, diversity, subordination, and competition *B. ethics, diversity, product quality, and competition C. time, diversity, ethics, and competition D. competition, creative analysis, product quality, and ethics

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    30. Sexual harassment involves A. language B. looking C. touching *D. all choices are correct 31. Cultural diversity A. is really a myth B. is found only in large cities *C. can make for difficulties in communication D. requires managers to communicate scientifically 32. Age diversity management applies A. only to the U.S. culture B. to older people *C. considerable challenges for communication D. only to menial workplace environments 33. A characteristic necessary for competitive advantage is the ability to: A. give orders to employees B. operate without attracting investment *C. add value to resources D. develop international contacts 34. Competition means A. two or more parties work against one another for the business of a third party B. customer service or the product must possess greater value at the same price C. defective parts must be minimal, few product repairs can be tolerated *D. all choices are correct 35. Ethics is A. a twentieth century phenomenon B. the result of political scandal C. a cost of doing business *D. the result of the culture, education, and philosophy of management 36. Strategies for improving communication ethics do NOT include A. formal ethics training B. formal code of ethics C. ethics committee *D. ethics mentor program 37. The earliest known example of managerial communication may be the record keeping procedure developed by Sumerian priests around A. 1000 CE

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    B. 1 CE *C. 5000 BCE D. 8000 BCE 38. The systematic evolution of managers as communicators began with *A. the Industrial Revolution B. World War I C. World War II D. the Vietnam War 39. Two - way communication between managers and subordinates was first emphasized during the A. Scientific management era *B. Human relations era C. Empowerment era D. Contingency era 40. Which era is characterized by the interdependence of jobs, organizations, and people? A. Scientific management era B. Human relations era *C. Contingency era D. All of the above 41. All of the following business leaders and philosophers are associated with Scientific management except *A. Lee Iacocca B. Frederick Taylor C. Ray Kroc D. Frank Gilbreth 42. Dale Carnegie’s philosophy stressed that managers should use which of the following strategies to attain employee commitment? A. economic incentives B. the authority of the manager’s position *C. interpersonal communication D. threat 43. The Hawthorne studies indicated that the best way to increase worker productivity is to *A. show personal interest in the workers B. change the lighting C. change the work conditions D. increase worker compensation 44. Which era is characterized by Peter Drucker’s belief that workers should be considered assets rather than liabilities? A. Administrative era

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    *B. Behavioral era C. Contingency era D. Scientific management era 45. The Empowerment era was triggered by which of the following? A. intense global competition B. rapidly developing technology C. the need for faster product development *D. all of the above 46. What are the four most common types of workplace diversity? *A. gender, culture, age, and education B. religion, nationality, age, and gender C. race, ethnicity, religion, and outlook D. urbanization, acculturation, orientation, and education Type: E 47. What are some of the differences between men and women in workplace communication style? *a. Men may be more assertive than women. Women show more social support and sympathy to colleagues. Men and women provide different types of feedback. Leadership styles of men and women differ. Women and men convey a different nonverbal message with the same gesture. Men use space differently with other men than with women. Men and women use different persuasive strategies. Women in management are typically more risk averse than men, take a longer - term perspective, and are more relationship oriented. Type: E 48. What are some typical strategies for empowering employees? *a. Such strategies as autonomous workgroups, self - leadership, work - out groups, and quality circles should increase employee empowerment. Involv ing labor leaders in management decisions increases empowerment. Sharing information and sharing the company’s vision increases employee empowerment. Type: E 49. What is meant by John Naisbitt’s observation that networks are replacing hierarchies? What factors are causing this change? *a. Teams, workgroups, and decision - making committees are replacing hierarchies and formal chains of command. Empowered employees must have access to information and be able to network with all constituencies. Causes include global competition, rapidly changing market conditions, better educated workforce, and decentralized or flattened organizations. Technology supports networks and allows rapid exchange of information. Type: E 50. What impact does an age - diverse workforce have on the level of difficulty in communication between employees? Between employees and their managers?

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    *a. Different generations have separate values and priorities with greater impact than cultural differences (i.e., job security, retirement benefits, work/life balance, authority issues).

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    1. A listener’ s experiences and different understanding of the meanings of words can complicate and confuse the manager’s message. *a. true b. false 2. Intercultural communication is more important in modern society than intrapersonal communication. a. true *b. false 3. There is a positive correlation between communication openness and trust and productivity. *a. true b. false 4. An organization’s culture can encourage or discourage information flow. *a. true b. false 5. As little as one or two errors can change a trusting communication climate to one of distrust. *a. true b. false 6. National culture determines how we communicate. *a. true b. false 7. Managers should use the same methods of communication with different receivers. a. true *b. false 8. A hostile sender/receiver relationship requires less communication time. a. true *b. false 9. A receiver’s level of knowledge is easily measured by asking specific, open - ended questions and receiving feedback. *a. true b. false 10. Communication failure will not necessarily occur when one neglects any one component when analyzing a critical situation. a. true *b. false 11. Content factors including negative vs. positive messages, fact vs. opinion, importance to the receiver, and controversialism all must be considered for effective managerial communication.

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    *a. true b. false 12. One - on - one communication is usually the best way a manager can deliver her message. a. true *b. false 13. The choice between public and private communication settings is obvious. a. true *b. false 14. A familiar environment by its very nature frequently is a distraction for a manager and her target audience. a. true *b. false 15. Post - mortems are unpleasant but valuable tools for improvement. *a. true b. false 16. It is possible for a good manager to write or say all that is important about a subject. a. true *b. false 17. Abstracting is the process of looking at a big picture and omitting details. a. true *b. false 18. Effective communication is the key to planning, leading, organizing, and controlling the resources of the organization. *a. true b. false 19. The communication process consists of an exchange of messages that must be composed of words. a. true *b. false 20. Managerial communication happens at only three levels: interpersonal, group, and organizational. a. true *b. false 21. Generally speaking, a manager spends _____ of his time communicating. A. 55% B. 65%

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    *C. 75% D. 85% 22. Understanding of a manager’s message is based on the receiver’s A. education and attention B. position on the company’s organizational chart *C. perception and message interpretation D. experience and attention 23. Intrapersonal communication A. focuses on the exchange of thoughts B. requires meetings to take place C. links members of an organization or company *D. focuses on internal behavior 24. Organization communication focuses on A. internal behavior B. two or more people exchanging thoughts C. formal and informal meetings *D. how a group of tasks is linked to complete a job 25. All communication takes place in A. one’s mind B. the environment C. within the context it is used *D. within a culture 26. Which aspects of an organization’s physical space encourage open communication? *A. Open space, live plants, music B. Open space, surveillance cameras, waterfalls C. Waterfalls, sparse furniture, surveillance cameras D. Music, sparse furniture, open workspaces 27. When reviewing the cultural aspects of the communication situation, managers should consider A. the date, time, and place of the communication B. the cultural background of the receiver *C. the sender, receiver, and purpose of the communication D. the totality of the message and its likely impact on the receiver 28. Managers must take the following into account when sending a message. A. the receiver’s relationship and status differences with the manager B. the receiver’s interest and emotional state C. the receiver’s knowledge and communication skills *D. all choices are correct

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    29. Distortions to the sender’s intended message are referred to as: *A. internal noise B. communication adaptations C. external noise D. poor communication skills 30. What are the four elements in determining an effective communication strategy? A. the targeted audience, the purpose, the medium, and the physical environment *B. the message content, the channel, the time the communication occurs, and the physical environment C. the target audience, the purpose, the time the communication occurs, and the physical environment D. the medium, the physical environment, the content, and the time the message occurs 31. Reasons managers choose to communicate are to A. check on progress, give orders, get feedback *B. present and gain information, persuade, socialize C. test employee knowledge, reinforce status, relax employees D. reduce internal noise, develop a friendly relationship, enforce policies 32. Which of the following is an example of both oral and written communication? *A. company meetings where reports are presented B. company website C. chart talks D. briefings 33. The environment in which communication occurs A. is not always important *B. clearly has an effect C. can be marginalized away D. is of overriding importance 34. Physical distance between sender and receiver impacts A. tone and loudness B. gestures and posture C. feedback and time * D. all choices are correct 35. Time *A. has an effect on all elements of management B. has an effect only on production levels of management C. cannot always be well managed in a meeting D. can be discounted in small group meetings 36. Interpersonal and intrapersonal communication can be hindered by the following critical errors.

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    *A. assumption - observation, failure to discriminate, and allness B. assumption - observation, failure to quantify, and sameness C. assumption - observation, failure to listen, and sameness D. assumption - observation, failure to discern, and oneness 37. Failure to discriminate leads to the following A. close, attentive listening *B. polarization C. the premise of uniqueness D. indexed evaluations 38. An appropriate phrase to eliminate the allness error is *A. “this is what I consider critical information” B. “I am assuming” C. “in my opinion” D. “either… or…” 39. Managerial communication may occur at any of the following levels except A. intrapersonal *B. global C. group D. intercultural 40. The first layer of the strategic communication model consists of A. source, message, and receiver B. purpose, content, and environment *C. culture and climate D. time and channel 41. The second layer of the strategic communication model consists of A. time and channel B. culture and climate C. content and environment *D. sender, receiver, and purpose 42. The third layer of the strategic communication model consists of *A. content, environment, channel, and time B. sender, receiver, and purpose C. culture and climate D. purpose, content, and environment 43. When a manager is encoding a message, she should consider all of the following except A. her communication preferences B. her receiver C. the organization’s culture * D. all of the above are important considerations

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    44. When delivering bad news, a manager should first consider A. the receiver’s knowledge *B. the receiver’s emotional state C. the receiver’s status D. the receiver’s communication skills 45. All of the following are common purposes for managerial communication except A. to gain information B. to share information *C. to reaffirm status D. to persuade 46. When selecting a physical environment in which to communicate, a manager should consider all of the following except: A. privacy B. formality *C. proximity D. familiarity Type: E 47. Describe differences between large and small companies in their emphasis on writing. What are some reasons for these differences? *a. Smaller companies use oral communication and informal communication more often internally; larger companies use formal written channels more often internally. Reasons include efficiency, size of audience, familiarity, and proximity to the audience. All companies must use formal written channels for permanent documentation of communication with customers, regulatory agencies and other external stakeholders; all companies — regardless of size — must document personnel information for legal reasons. Type: E 48. What are two examples of internal noise and two examples of external noise that can damage a listener’s competency at work? *a. Answers will vary. Possible examples for internal noise are interpersonal relationships, expectations, attitudes and biases, emotional and physical conditions. Possible examples for external noise are music, machinery, phones, overheard conversations, interruptions, and comfort level of the environment (temperature, humidity, furniture, lighting, air quality). Type: E 49. What are the three critical errors discussed in Chapter 2, and what questions should a communicator ask in order to avoid making them? *a. Critical Error #1: Assumption - Observation; Question to Ask: What are the facts? Critical Error #2: Failure to Discriminate; Question to Ask: What labels have I applied to this situation? Critical Error #3: Allness; Question to Ask: What else is going on?

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    Type: E 50. You must explain a new procedure to your workgroup. Which is the best communication channel to use — a face - to - face meeting or an e - mail? Support your choice with at least two reasons. *a. A face - to - face meeting is the preferable channel because (a) it allows immediate feedback, (b) it allows everyone to hear the message at the same time, (c) it is more persuasive than writing, and (d) it allows the manager to observe the subordinates’ nonverbal behaviors.

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    1. Four concepts that help us understand the use of mediated communication: bandwidth, perceived personal closeness, feedback, and the symbolic interactionist perspective. *a. true b. false 2. It is never acceptable to use narrow bandwidth for sensitive messages. a. true *b. false 3. Perceived closeness is the information transmission capacity of the available sensory channels. a. true *b. false 4. Research suggests that electronic media doesn’ t affect the closeness people feel toward each other. a. true *b. false 5. All uses of technology designed to enhance managerial communication are constructive. a. true *b. false 6. Technology dramatically increases the feedback cycle. a. true *b. false 7. Managerial communication behavior represents ritualistic responses to the need to appear competent, intelligent, legitimate, and rational. *a. true b. false 8. Sensitive messages should usually be communicated in face - to - face settings. *a. true b. false 9. The extent to which a message is negative and the extent to which it is sensitive are highly related. *a. true b. false 10. Research indicates that the communication of complex detailed information is improved dramatically by face - to - face interaction. a. true *b. false 11. Persuasion is an effort to coerce, fool, seduce, or manipulate the receiver. a. true *b. false

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