Managerial Communication: Strategies and Applications Sixth Edition Test Bank

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1. The workplace is less diverse and more complex than it was a few decades ago.a. True*b. False2. Technology eliminates the need for multicultural awareness.a. True*b. False3. Scientific management identifies the most efficient and effective manner for performing a task*a. Trueb. False4. Gangplank theory was the first formal recognition of horizontal communication.*a. Trueb. False5. Dale Carnegie was one of the first writers to link communication skills with managerialeffectiveness.*a. Trueb. False6. The Hawthorne studies were originally designed to show the attitudes of employees towardworking conditions.a. True*b. False7. The human relations approach during the Carnegie era was manipulative.a. True*b. False8. Empowerment is delegating power to subordinates in the organization.*a. Trueb. False9. A goal of empowerment is to allowemployees more freedom within their jobs.*a. Trueb. False10. Modern CEOs are returning to an autocratic model of leadership.a. True*b. False11.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. Trueb. False13. Sexual harassment definitions are continually evolving.*a. Trueb. False14. Education diversity has decreased managers’ ability to seek help from employees.a. True*b. False15. Ethics in business is constantly evolving to match emerging norms and values and variesfrom country to country.*a. Trueb. False16. Ethics has no application in business communication.a. True*b. False17. The workplace requires more sophisticated managerial communication skills because it ismuch more diverse and complex than it was just a few decades ago.*a. Trueb. False18. Effective communication is not a leading indicator of financial performance.a. True*b. False19. Good managers do not use new social media technologies to facilitate collaboration on workprojects as often as weak managers do.a. True*b. False20. Business transactions were recorded in the Middle East as early as 3200 BCE.*a. Trueb. False21. Scientific Management brings to the fast food industryA. quality, service, punctuality, valueB. cleanliness, predictability, value, low prices*C. quality, service, cleanliness, valueD. timeliness, service, low prices, value22. Which of the following is not one of Fayol’s Principles?

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A. disciplineB. division of work*C. cultural diversityD. authority23. According to Dale Carnegie gaining compliance from other people requiresA. trust and compromiseB. vision, attractiveness, humility, and sincerityC. interpersonal skills as personified by forensic debate*D. interpersonal dynamics of attraction and influence24. Employee commitment to an organization is gained byA. economic motivators and authorityB. interpersonal communication skillsC. moderate workload*D. A and B25. The Hawthorne studies examined which of the following?A. the effect of light in the work areaB. employee attitudes and feelings toward the work placeC. social organizations within the work place*D. all choices are correct26. Modern managerial communication stresses the importance of which of the following?*A. listeningB. recording recordsC. giving ordersD. discipline27. Organizations areA. stableB. static entities*C. continuously evolvingD. a dated concept28. The contingency approach to management communication requires managers to*A. see the interdependence of various aspects of jobs, organizations, and communicationB. use the same communication approach at all times for consistencyC. use creative analysis only in times of emergencyD. not let the situation determine the method of communication29. Major dynamics affecting communication contingencies are:A. product quality, diversity, subordination, and competition*B. ethics, diversity, product quality, and competitionC. time, diversity, ethics, and competitionD. competition, creative analysis, product quality, and ethics

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30. Sexual harassment involvesA. languageB. lookingC. touching*D. all choices are correct31. Cultural diversityA. is really a mythB. is found only in large cities*C. can make for difficulties in communicationD. requires managers to communicate scientifically32. Age diversity management appliesA. only to the U.S. cultureB. to older people*C. considerable challenges for communicationD. only to menial workplace environments33. A characteristic necessary for competitive advantage is the ability to:A. give orders to employeesB. operate without attracting investment*C. add value to resourcesD. develop international contacts34. Competition meansA. two or more parties work against one another for the business of a third partyB. customer service or the product must possess greater value at the same priceC. defective parts must be minimal, few product repairs can be tolerated*D. all choices are correct35. Ethics isA. a twentieth century phenomenonB. the result of political scandalC. a cost of doing business*D. the result of the culture, education, and philosophy of management36. Strategies for improving communication ethics do NOT includeA. formal ethics trainingB. formal code of ethicsC. ethics committee*D. ethics mentor program37. The earliest known example of managerial communication may be the record keepingprocedure developed by Sumerian priests aroundA. 1000 CE

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B. 1 CE*C. 5000 BCED. 8000 BCE38. The systematic evolution of managers as communicators began with*A. the Industrial RevolutionB. World War IC. World War IID. the Vietnam War39. Two-way communication between managers and subordinates was first emphasized duringtheA. Scientific management era*B. Human relations eraC. Empowerment eraD. Contingency era40. Which era is characterized by the interdependence of jobs, organizations, and people?A. Scientific management eraB. Human relations era*C. Contingency eraD. All of the above41. All of the following business leaders and philosophers are associated with Scientificmanagement except*A. Lee IacoccaB. Frederick TaylorC. Ray KrocD. Frank Gilbreth42. Dale Carnegie’s philosophy stressed that managers shoulduse which of the followingstrategies to attain employee commitment?A. economic incentivesB. the authority of the manager’s position*C. interpersonal communicationD. threat43. The Hawthorne studies indicated that the best way to increase worker productivity is to*A. show personal interest in the workersB. change the lightingC. change the work conditionsD. increase worker compensation44. Which era is characterized by Peter Drucker’s belief that workers should be considered assetsrather than liabilities?A. Administrative era

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*B. Behavioral eraC. Contingency eraD. Scientific management era45. The Empowerment era was triggered by which of the following?A. intense global competitionB. rapidly developing technologyC. the need for faster product development*D. all of the above46. What are the four most common types of workplace diversity?*A. gender, culture, age, and educationB. religion, nationality, age, and genderC. race, ethnicity, religion, and outlookD. urbanization, acculturation, orientation, and educationType: E47. What are some of the differences between men and women in workplace communicationstyle?*a. Men may be more assertive than women. Women show more social support and sympathy tocolleagues. Men and women provide different types of feedback. Leadership styles of men andwomen 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 differentpersuasive strategies. Women in management are typically more risk averse than men, take alonger-term perspective, and are more relationship oriented.Type: E48. What are some typical strategies for empowering employees?*a. Such strategies as autonomous workgroups, self-leadership, work-out groups, and qualitycircles should increase employee empowerment. Involving labor leaders in managementdecisions increases empowerment. Sharing information and sharing the company’s visionincreases employee empowerment.Type: E49. What is meant by John Naisbitt’s observation that networks are replacing hierarchies?Whatfactors are causing this change?*a. Teams, workgroups, and decision-making committees are replacing hierarchies and formalchains of command.Empowered employees must have access to information and be able tonetwork with all constituencies.Causes include global competition, rapidly changing marketconditions, better educated workforce, and decentralized or flattened organizations.Technologysupports networks and allows rapid exchange of information.Type: E50. What impact does an age-diverse workforce have on the level of difficulty in communicationbetween employees? Between employees and their managers?

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*a. Different generations have separate values and priorities with greater impact than culturaldifferences (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 complicateand confuse the manager’s message.*a. trueb. false2. Intercultural communication is more important in modern society than intrapersonalcommunication.a. true*b. false3. There is a positive correlation between communication openness and trust and productivity.*a. trueb. false4. An organization’s culture can encourage or discourage information flow.*a. trueb. false5. As little as one or two errors can change a trusting communication climate to one of distrust.*a. trueb. false6. National culture determines how we communicate.*a. trueb. false7. Managers should use the same methods of communication with different receivers.a. true*b. false8. A hostile sender/receiver relationship requires less communication time.a. true*b. false9. A receiver’s level of knowledge is easily measured by asking specific, open-ended questionsand receiving feedback.*a. trueb. false10. Communication failure will not necessarily occur when one neglects any one componentwhen analyzing a critical situation.a. true*b. false11. Content factors including negative vs. positive messages, fact vs. opinion, importance to thereceiver, and controversialism all must be considered for effective managerial communication.

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*a. trueb. false12. One-on-one communication is usually the best way a manager can deliver her message.a. true*b. false13. The choice between public and private communication settings is obvious.a. true*b. false14. A familiar environment by its very nature frequently is a distraction for a manager and hertarget audience.a. true*b. false15. Post-mortems are unpleasant but valuable tools for improvement.*a. trueb. false16. It is possible for a good manager to write or say all that is important about a subject.a. true*b. false17. Abstracting is the process of looking at a big picture and omitting details.a. true*b. false18. Effective communication is the key to planning, leading, organizing, and controlling theresources of the organization.*a. trueb. false19. The communication process consists of an exchange of messages that must be composed ofwords.a. true*b. false20. Managerial communication happens at only three levels: interpersonal, group, andorganizational.a. true*b. false21. 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’sA. education and attentionB. position on the company’s organizational chart*C. perception and message interpretationD. experience and attention23. Intrapersonal communicationA. focuses on the exchange of thoughtsB. requires meetings to take placeC. links members of an organization or company*D. focuses on internal behavior24. Organization communication focuses onA. internal behaviorB. two or more people exchanging thoughtsC. formal and informal meetings*D. how a group of tasks is linked to complete a job25. All communication takes place inA. one’s mindB. the environmentC. within the context it is used*D. within a culture26. Which aspects of an organization’s physical space encourage open communication?*A. Open space, live plants, musicB. Open space, surveillance cameras, waterfallsC. Waterfalls, sparse furniture, surveillance camerasD. Music, sparse furniture, open workspaces27. When reviewing the cultural aspects of the communication situation, managers shouldconsiderA. the date, time, and place of the communicationB. the cultural background of the receiver*C. the sender, receiver, and purpose of the communicationD. the totality of the message and its likely impact on the receiver28. Managers must take the following into account when sending a message.A. the receiver’s relationship and status differences with the managerB. the receiver’s interest and emotional stateC. 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 noiseB. communication adaptationsC. external noiseD. poor communication skills30. 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 physicalenvironmentC. the target audience, the purpose, the time the communication occurs, and the physicalenvironmentD. the medium, the physical environment, the content, and the time the message occurs31. Reasons managers choose to communicate are toA. check on progress, give orders, get feedback*B. present and gain information, persuade, socializeC. test employee knowledge, reinforce status, relax employeesD. reduce internal noise, develop a friendly relationship, enforce policies32. Which of the following is an example of both oral and written communication?*A. company meetings where reports are presentedB. company websiteC. chart talksD. briefings33. The environment in which communication occursA. is not always important*B. clearly has an effectC. can be marginalized awayD. is of overriding importance34. Physical distance between sender and receiver impactsA. tone and loudnessB. gestures and postureC. feedback and time*D. all choices are correct35. Time*A. has an effect on all elements of managementB. has an effect only on production levels of managementC. cannot always be well managed in a meetingD. can be discounted in small group meetings36. Interpersonal and intrapersonal communication can be hindered by the following criticalerrors.

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*A. assumption-observation, failure to discriminate, and allnessB. assumption-observation, failure to quantify, and samenessC. assumption-observation, failure to listen, and samenessD. assumption-observation, failure to discern, and oneness37. Failure to discriminate leads to the followingA. close, attentive listening*B. polarizationC. the premise of uniquenessD. indexed evaluations38. 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 exceptA. intrapersonal*B. globalC. groupD.intercultural40. The first layer of the strategic communication model consists ofA. source, message, and receiverB. purpose, content, and environment*C. culture and climateD. time and channel41. The second layer of the strategic communication model consists ofA. time and channelB. culture and climateC. content and environment*D. sender, receiver, and purpose42. The third layer of the strategic communication model consists of*A. content, environment, channel, and timeB. sender, receiver, and purposeC. culture and climateD. purpose, content, and environment43. When a manager is encoding a message, she should consider all of the following exceptA. her communication preferencesB. her receiverC. 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 considerA. the receiver’s knowledge*B. the receiver’s emotional stateC. the receiver’s statusD. the receiver’s communication skills45. All of the following are common purposes for managerial communication exceptA. to gain informationB. to share information*C. to reaffirm statusD. to persuade46. When selecting a physical environment in which to communicate, a manager should considerall of the following except:A. privacyB. formality*C. proximityD. familiarityType: E47. Describe differences between large and small companies in their emphasis on writing. Whatare some reasons for these differences?*a. Smaller companies use oral communication and informal communication more ofteninternally; larger companies use formal written channels more often internally. Reasons includeefficiency, size of audience, familiarity, and proximity to the audience. All companies must useformal written channels for permanent documentation of communication with customers,regulatory agencies and other external stakeholders; all companies—regardless of size—mustdocument personnel information for legal reasons.Type: E48. What are two examples of internal noise and two examples of external noise that can damagea 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 forexternal noise are music, machinery, phones, overheard conversations, interruptions, and comfortlevel of the environment (temperature, humidity, furniture, lighting, air quality).Type: E49. What are the three critical errors discussed in Chapter 2, and what questions should acommunicator 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 thissituation?Critical Error #3: Allness; Question to Ask: What else is going on?

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Type: E50. You must explain a new procedure to your workgroup. Which is the best communicationchannel to use—a face-to-face meeting or an e-mail? Support your choice with at least tworeasons.*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 thanwriting, 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. trueb. false2. It is never acceptable to use narrow bandwidth for sensitive messages.a. true*b. false3. Perceived closeness is the information transmission capacity of the available sensory channels.a. true*b. false4. Research suggests that electronic media doesn’t affect the closeness people feel toward eachother.a. true*b. false5. All uses of technology designed to enhance managerial communication are constructive.a. true*b. false6. Technology dramatically increases the feedback cycle.a. true*b. false7. Managerial communication behavior represents ritualistic responses to the need to appearcompetent, intelligent, legitimate, and rational.*a. trueb. false8. Sensitive messages should usually be communicated in face-to-face settings.*a. trueb. false9. The extent to which a message is negative and the extent to which it is sensitive are highlyrelated.*a. trueb. false10. Research indicates that the communication of complex detailed information is improveddramatically by face-to-face interaction.a. true*b. false11. Persuasion is an effort to coerce, fool, seduce, or manipulate the receiver.a. true*b. false

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