The activity of selecting words and/or nonverbal to express your ideas is known as

a. sender
b. context
c. feedback
d. encoding

d. encoding

An example of "noise" that might interfere with communication is

a. a person coughing
b. an earache
c. worrying about your math exam
d. all of the above are examples of "noise" communication

d. all of the above are examples of "noise" communication

If an individual fails to hear a message because she is angry, which of the following types of noise is hindering the communication process?

a. physical
b. psychological
c. physiological
d. stressed

b. psychological

Egotism falls into which category of factors that interfere with effective communication?

a. physical noise
b. psychological noise
c. enviroment
d. encoding

b. psychological noise

Jenn is beginning to feel that her 12 year friendship with Robin is dissolving because Robin seldom allows her to talk during their conversations. Which of the following elements of the process of communication has Jenn been forced to assume most often in this relationship?

a. Sender
b. Receiver
c. Encoder
d. None of the above

b. Receiver

An example of feedback is

a. a puzzled expression
b. silence
c. an email sent by clicking the Reply button
d. all of the above are examples of feedback

d. all of the above are examples of feedback

Angela, who is exhausted because she is working two jobs, has been making mistakes because she has not been listening attentively to the boss' directions. Which type of noise is causing a breakdown in the communication process between Angel and her supervisor?

a. physical noise
b. physiological noise
c. supervisory noise
d. none of the above

b. physiological noise

Channels of communication are

a. gesture
b. digitized message
c. methods used to deliver a message
d. significant gaps in understanding

c. methods used to deliver a message

If an individual interpreted a message incorrectly because there was a misunderstanding about the nature if the relationship that existed between communicators, which of the following elements of the context for the communication process would be contributing?

a. physical context
b. social context
c. chronological context
d. cultural context

b. social context

The chronological context of a conversation refers to

a. the time of day when you are communicating
b. whether you are communicating at the workplace or at a party
c. whether you are communicating with someone your age or younger
d. none of the above

a. the time of day when you are communicating

Richards has been attempting to give his subordinates encouragement by saying "thank you" when they turn in their projects. But he has just discover that most of his subordinates are unhappy with their jobs because they think Richard isn't providing enough praise for their hard work. This example illustrates that

a. meaning resides in the words we use
b. the verbal channel is flawed
c. the message sent is not always the same as the message received
d. Richard is not a good supervisor

c. the message sent is not always the same as the message received

Communication is

a. reversible
b. irreversible
c. irregardless
d. measureable

b. irreversible

If people believe that eventually they can get what they want if they simply communicate in the correct way, which of the principles of communication do they fail to understand?

a. One cannot not communicate
b. Communication is irreversible
c. Communication is a process
d. Communication is not a panacea

d. Communication is not a panacea

Employees who feel free to express dissenting ideas to their booses are often more _____ than those who do not feel free to express dissent.

a. satisfied
b. dissatisfied
c. ornery
d. complacent

a. satisfied

If you make a harsh and unkind comment to someone

a. they will forgive and forget, as long as you apologize later
b. you can erase the unkind comment from their mind by giving them a compliment the next day
c. the statement is likely to remian etched in their memory
d. your unkind comment will have little impact if it occurred during an argument, because unkind behavior is expected in an argument.

c. the statement is likely to remian etched in their memory

Informal communication includes all of the following except

a. performance appraisais
b. a comment about your boss tht you overhear walking down the hall
c. the grapevine
d. conversations around the water cooler

a. performance appraisais

Maria and Sam work in different departments of the same company. They discovered that it was much quicker to e-mail each other for information they needed from each other departments than to use official or formal channels. This is an example of the _____ function of informal communication.

a. confirming
b. expanding
c. expediting
d. contradicting

c. expediting

You should choose written communication in preference to other channels when

a. you want to decrease your chance of making errors
b. you want to save time
c. the situation requires a persinal dimesion
d. there is a need for immediate deefback

a. you want to decrease your chance of making errors

The channel of communication recommended for messages of a highly personal nature is:

a. email
b. a formal letter
c. oral communication
d. none of these

c. oral communication

Which of the following is a disadvantage of using face-to-face communication over other communication channel?

a. There is lag time between transmission and reception of the message
b. Face-to-face communication reduces your ability to concentrate
c. It is often difficult to schedule a time to meet face-to-face
d. It is more difficult to develop relationships with individuals when you use face-to-face communication.

c. It is often difficult to schedule a time to meet face-to-face

Traditions, values, customs, rules and codes a group has that provides them with a sense of commonality is the definition of which of the following terms?

a. group norms
b. group structure
c. group culture
d. group values

c. group culture

If an individual were to put faith in the following statement, "Time is money so it should be rationed carefully," which of the following preferences toward time would he have?

a. Monochromic
b. eclectic
c. polychronic
d. deitic

a. Monochromic

According to the text, if an individual had a hearing impairment, which of the following suggestion would be inappropriate during interaction with her?

a. face away from the person and speak loudly
b. utilize e-mail whenever possible
c. make eye contact with the person
d. all of the above are inappropriate

a. face away from the person and speak loudly

Those cultures that rely heavily on subtle nonverbal cues to convey meaning utilize which of the following orientations:

a. low context
b. middle context
c. high context
d. parallel context

c. high context

If an organization were attempting to develop a strong organizational culture by encourage them to obtain further education and training, which of the following dimensions would it be addressing?

a. power distribution and job autonomy
b. tolerance for risk change
c. conflict tolerance
d. opportunities of growth

d. opportunities of growth

If we study norms and values of various cultures this knowledge will

a. cause us to develop stereotypes
b. lead us to caricaturize other cultures
c. help us communicate more effectively with diverse populations
d. encourage us to judge other cultures' practices as being wrong

c. help us communicate more effectively with diverse populations

Which metaphor best describes current U.S. culture, including its co-cultures?

a. melting-ot
b. well-oiled machine
c. eagle
d. salad bowl

d. salad bowl

In a culture where conflict is avoided, it is appropriate to

a. express negative emotions openly
b. say no if you mean no
c. say I'll consider it
d. explain unpleasant news in a matter-of-fact manner

c. say I'll consider it

Which of the following is true about business cars in Asia?

a. Business cards are not important
b. When you receive a business card, you should observe the card, then nod in acknowledgement.
c. you should hold it one hand
you should put it in your pocket

b. When you receive a business card, you should observe the card, then nod in acknowledgement.

Members of a polychronic culture would probably

a. melting-ot
b. arrive promptly at meeting
c. finish a telephone conversation before acknowledging a friend who has stepped into their office
d. spending time getting to know a person before doing business

d. spending time getting to know a person before doing business

When a person is silent, you should interpret this as

a. timidity
b. a sign of dislike
c. a face-saving response
d. you cannot be sure how to interpret a person's silence because the meaning of silence varies depending on the cultures, the context, and the individual.

d. you cannot be sure how to interpret a person's silence because the meaning of silence varies depending on the cultures, the context, and the individual.

Cultures with high uncertainty avoidance

a. value tradition
b. have few formal rules
c. encourage new ideas
d. enjoy the challenge of risk-taking

a. value tradition

A friend asked you if you have any new CDs. You reply, "I just bought "Results Mat Vary" by Limp Bizkit. She says, I meant, have you invested in any 12 or 36 months certificate of deposit" You understood CD to mean compact disc; she meant certificate of deposit . The term CD is

a. inflammatory
b. unambiguous
c. equivocal
d. all of these

c. equivocal

Which is the lowest level abstraction?

a. "send me a memo of your ideas."
b. "let me know what you think about the idea."
c. "send me a memo by the tenth of the monthoutlining your ideas."
d. "By the tenth, send me a memo listing the strengths and weaknesses of this project."

d. "By the tenth, send me a memo listing the strengths and weaknesses of this project."

A special form of vocabulary that is vital when subject matter is either technical or complex is referred to as:

a. ambiguous language
b. jargon
c. professional language
d. equivocal terms

b. jargon

When you are trying to summarize large amount of information, the best explanation usually will consist of

a. highly specific language
b. highly abstract language
c. a lot of nonverbal amplification
d. both specific and abstract language

d. both specific and abstract language

Ambiguous language

a. should always be avoided
b. may facilitate harmony and change
c. is a way to impress a group of listeners.
d. none of the above

b. may facilitate harmony and change

The statement, "Omar has been nagging me about that job for two weeks" [as opposed to "Omar has inquired about the status of that job."] is an example of

a. biased language
b. low-level abstraction
c. denotative language
d. verbal precision

a. biased language

A co-worker tells you: It makes me really mad when my boss strolls past my desk and says, "Okay, honey, let's get down to work.' I am not your honey!" For your co-worker, the word honey is

a. jargon
b. report talk
c. trigger word
d. an equivocal term

c. trigger word

Vivien's interaction with others often includes assertive statements and she frequently interrupts anyone who voices an opinion that is different than hers. According to the text, what communication style is Vivien using?

a. feminine
b. neutral
c. androgynous
d. masculine

d. masculine

Robert is sensitive to a number of spoken and unspoken conversational cues. His subordinates in his sales division respect him because he also has the ability to develop strong rapport with each co-worker by showing constant support. Which type of communication style is Robert able to use when he is showing support?

a. feminine
b. neutral
c. androgynous
d. masculine

a. feminine

Rapport talk

a. is more typical of masculine speech than feminine speech
b. builds connections and community
c. is primarily an instrumental use of language
d. all of the above

b. builds connections and community

According to research cited in the text, masculine speech tends to be

a. report talk
b. instrumental
c. assertive and direct
d. all of these

d. all of these

A masculine style uses _______ to maintain control in the conversation

a. apologies
b. tag questions
c. verbosity
d. emotions

c. verbosity

There are various forms of sexual harassment that can exist in any work setting. If Joe expected sexual favors from Sarah in return for a promotion to assistant coordinator of sales, which type of sexual harassment would be involved?

a. sexual initiation
b. quid pro quo
c. work-environment hostility
d. this is not sexual harassment

b. quid pro quo

The text outlines a number if channels for dealing with sexual harassment, which is an appropriate channel?

a. asking harasser to stop or writing a letter to the harasser
b. asking a mutual friend to intervene
c. filing a legal complaint
d. all of these are appropriate

d. all of these are appropriate

An example of a hostile work environment may be

a. offensive posters
b. staring
c. rubbing against a person
d. all of these

d. all of these

The text explains that we can change the meaning of a word with a simple change of pitch or volume. This nonverbal characteristic is

a. appearance
b. paralanguage
c. personal distance
d. face and eyes

b. paralanguage

According to your text, listening ______ reading, writing, and speaking on the job.

a. is just as important as
b. is less important than
c. occupies more time than
d. occupies less time than

c. occupies more time than

Researchers have found that top executives spend approximately _____ percent of the working day listening to someone.

a. 30-35%
b. 45-50%
c. 65-90%
d. 90-95%

c. 65-90%

Which one of the following is the most frequent on the job communication activity?

a. listening
b. reading
c. writing
d. speaking

a. listening

Which is an example of a barrier to effective listening?

a. attention deficit disorder and auditory processing problems
b. too many things to keep track of in your mind
c. stuffy rooms, sounds of fan, conversations of others nearby
d. All could be barrier

d. All could be barrier

Poor listening can be the result of

a. message overload
b. rapid thought
c. preoccupation
d. egocentism
e. all of the above

e. all of the above

Having mental "spare time" while listening is the result of

a. rapid thought
b. speech rates of 125 words per minute and thought rates of 500 words per minute
c. faster rates of processing information than of speaking
d. all of the above

d. all of the above

Katie is the supervisor for a calling center and she is experiencing a number of problems with her subordinates. They often bungle the instruction she provides. After doing some research, Katie determined that the reason her instructions were being misinterpreted was because she gave them in the morning, when most employees were not fully awake. Which barrier to effective listening is causing the problem?

a. physiological barrier
b. environmental barrier
c. attitudinal barrier
d. faulty assumption

a. physiological barrier

Robert was listening to the instruction provided by his boss, however, it was difficult to hear each step because Kaetlin and Joshua were engaged in a discussion close by. Which barrier to effective listening is hindering Robert's ability to listen to his boss?

a. physical distractions
b. problems in the communication channel
c. message overload
d. physiological barriers

a. physical distractions

Jim is having problems listening to Diana's descriptions of new computer terminal operation because he is upset with how badly his presentation to the vice-president went earlier. Which of the following reasons for poor listening does this illustrate?

a. message overload
b. preoccupation
c. rapid thought
d. physical barriers

b. preoccupation

Which of the following term represents the beliefs that your ideas are more important than others?

a. preoccupation
b. egocentrism
c. faulty assumption
d. ignorance

b. egocentrism

Adam believes that he is a good listener and to listen effectively all one must do is simply make eye contact with the person who is talking. In actuality, Adam misses out on more than half of the information that is sent by others. Which of the following is causing Adam to miss out on this valuable information?

a. Adam is assuming that listening is a passive process
b. egocentrism
c. faulty assumption
d. ignorance

a. Adam is assuming that listening is a passive process

Which of these is a socio-cultural difference regarding listening?

a. attitudes and beliefs about time
b. attitudes and beliefs about silence
c. attitudes and beliefs about accents
d. all of the above

d. all of the above

When U.S. Americans speak with persons from an Asian culture, it is common to find that

a. U.S. Americans often want to get into business quickly, and not take time listen to what they perceive as small talk.
b. attitudes and beliefs about silence
c. attitudes and beliefs about accents
d. all of the above

a. U.S. Americans often want to get into business quickly, and not take time listen to what they perceive as small talk.

According to the text, questions that carry a hidden agenda are

a. preoccupation
b. egocentrism
c. faulty assumption
d. counterfeit

d. counterfeit

The term emotional intelligence refers to

a. one aspect of a person's IQ
b. the ability and skill of interacting well with others
c. a tendency of highly intelligence people to be emotionally imbalance
d. a belief that women are too emotional to be intelligent

b. the ability and skill of interacting well with others

When offering praise, the text advises you to

a. praise progress, not just perfection
b. egocentrism
c. faulty assumption
d. counterfeit

a. praise progress, not just perfection

One constructive, non-defensive way to effectively handle criticism directed at you is

a. praise progress, not just perfection
b. seek more information
c. faulty assumption
d. counterfeit

b. seek more information

According to your textbook, which of the following is true?

a. praise progress, not just perfection
b. egocentrism
c. high context cultures value indirectness in conflict
d. counterfeit

c. high context cultures value indirectness in conflict

When employees who don't want to attend an all-day workshop take the attitude, "You can make me go, but you cant make me pay attention or participate," they have adopted a ______ stance.

a. praise progress, not just perfection
b. lose-lose
c. high context cultures value indirectness in conflict
d. counterfeit

b. lose-lose

An important FIRST step to win-win negotiating is to

a. praise progress, not just perfection
b. lose-lose
c. high context cultures value indirectness in conflict
d. identify the needs of both parties

d. identify the needs of both parties (collaborating)

You are using this approach to conflict if you sacrifice your own principles for the sake of the group

a. praise progress, not just perfection
b. lose-lose
c. compromising
d. identify the needs of both parties

c. compromising

Kelly always attempts to get her way by intimidating the other members of her group. What type of difficult personality is she?

a. sherman tank
b. lose-lose
c. compromising
d. identify the needs of both parties

a. sherman tank

The principal factor in shaping a communication climate is the

a. degree to which people feel valued
b. lose-lose
c. compromising
d. identify the needs of both parties

a. degree to which people feel valued

According to the text, which of the following us NOT a method recommended when attempting to establish and confirm relationships with others in the organization setting?

a. degree to which people feel valued
b. lose-lose
c. use descriptive "YOU" language
d. identify the needs of both parties

c. use descriptive "YOU" language

Which of the following types of statements is likely to promote a supportive climate?

a. degree to which people feel valued
b. lose-lose
c. use descriptive "YOU" language
d. Statement expressed in the "I" language

d. Statement expressed in the "I" language

Which of the following would the text characterize as descriptive?

a. "I'm worried about your report having even small errors."
b. lose-lose
c. use descriptive "YOU" language
d. Statement expressed in the "I" language

a. "I'm worried about your report having even small errors."

Which of the following barriers to effective listening is represented by the fact that men and women often use different listening styles?

a. "I'm worried about your report having even small errors."
b. lose-lose
c. socialcultural barrier
d. Statement expressed in the "I" language

c. socialcultural barrier

The Communication Process:

Sender, Encoding, Receiver, Decode, The Channel, Feedback.

The sender is the communicator who encodes a message through certain words or nonverbal methods. The receiver is the person who receives the message from the sender and decodes the message. The Channel is the medium or the method used to deliver the message. Communication is a two-way street. The response of the receiver to the sender’s message is called feedback. Feedback could be nonverbal (smiles, frowns, sighs) or oral. In many cases no message is also feedback.

Diane is the sender who wishes to channel a message to Danielle in person. Diane is concern for Danielle’s safety. Diane verbally encodes this message, “Danielle, please be careful and slow down. I don’t want you to get hurt, I love you too much.” Danielle is the receiver and decode Diane’s message. She understands that Diane loves her very much and concern about her well-being. Danielle gives Diane a non-verbal feedback response by smiling and nodding.

The three types of noise that blocks communication:

Psychological noise, Physiological noise, Physical Noise (External noise).

Psychological noise: Preoccupation with an emotion

Example: Dayna is verbally sending a message to Danielle, but Danielle did not receive the message accurately. She was preoccupied with the thoughts of her wedding.

Physiological noise: Discomfort in the body

Example: Daniel sends Diane a message via email. Diane misread the message because she was preoccupied with the ache in her foot.

Physical noise: Distracting noise from the environment

Example: Diane is verbally asking Danielle a question. Danielle did not hear the question because of the sound of bacons sizzling in the frying pan.

The differences between men and women communication:

Men do report talk. They tend to be content and concrete oriented.

Example: “This toothpaste is mine.”

Women do rapport talk. They are empathy by using tag questions and listening sounds.

Example: “Hmm, I would like to borrow your toothpaste. Is it all right if I use some? That won’t be a problem, right?

*When stressed women reach out, they connect and share. While men withdraws and dis