O'Hair_Chapter 1_TB

Key: Answer, Page, Type, Learning Objective, Level

Type

A=Applied

C=Conceptual

F=Factual

Level

(1)=Easy; (2)=Moderate; (3)=Difficult

LO=Learning Objective

SG=Used in Study Guide

p=page

O'Hair_Chapter 1_TB

Multiple Choice Single Select

M/C Question 1
Of the five components of organizational communication, which one describes the ability to ask the right questions?

a) Creative insight

b) Sensitivity

Consider This: Asking tough questions is an inherent aspect of this phenomenon.
LO 1.1: Recognize the importance of competent communication skills in today’s information age

c) Vision

Consider This: Asking tough questions is an inherent aspect of this phenomenon.
LO 1.1: Recognize the importance of competent communication skills in today’s information age

d) Integrity

Consider This: Asking tough questions is an inherent aspect of this phenomenon.
LO 1.1: Recognize the importance of competent communication skills in today’s information age

ANS: a

Skill=Understand the Concepts, Objective=LO 1.1: Recognize the importance of competent communication skills in today’s information age, Topic=Overview: Communication in Organizations, Difficulty=Easy

M/C Question 2
What software can organizations use to monitor websites that their personnel visit?

a) EIM (Employee Internet Management)

b) IMS (Internet Monitor System)

Consider This: According to the American Management Association, three-fourths of employers use systems to monitor workers’ Web site visits.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

c) DES (Distant Eye Solutions)

d) EIT (Employee Internet Tracker)

ANS: a

Skill=Understand the Concepts, Objective=LO 1.4: Examine the structure of an organization in relation to its communication techniques, Topic=Understanding Organizational Communication, Difficulty=Easy

M/C Question 3
________ is the mutual understanding that results when the sender and all intended receivers interpret the message in the same way.

a) Shared meaning

b) Noise

Consider This: It is the primary desired outcome of any communication.
LO 1.2: Review the elements of an effective interactive communication process

c) Context

Consider This: It is the primary desired outcome of any communication.
LO 1.2: Review the elements of an effective interactive communication process

d) Decoding

Consider This: It is the primary desired outcome of any communication.
LO 1.2: Review the elements of an effective interactive communication process

ANS: a

Skill=Understand the Concepts, Objective=LO 1.2: Review the elements of an effective interactive communication process, Topic=The Interactive Communication Process, Difficulty=Easy

M/C Question 4
Which is the most important skill for effective communication?

a) Appropriate goal setting

b) Commitment to quality and ethics

Consider This: When this specific skill is low, a speaker wastes the opportunity to influence, motivate, or inform the audience effectively.
LO 1.3: Report some of the reasons why communication may fail

c) Feedback or follow-up

d) Cultural barriers

ANS: a

Difficulty=Easy, Skill=Understand the Concepts, Objective=LO 1.3: Report some of the reasons why communication may fail, Topic=Reasons for Communication Failure

M/C Question 5
Which process do receivers go through to make sense of messages?

a) Decoding

b) Encoding

Consider This: It is influenced by many factors including cultural background, listening abilities, and attitudes toward the source or channel.
LO 1.2: Review the elements of an effective interactive communication process

c) Feedback

d) Shared meaning

ANS: a

Skill=Understand the Concepts, Objective=LO 1.2: Review the elements of an effective interactive communication process, Topic=The Interactive Communication Process, Difficulty=Easy

M/C Question 6
Which theory is criticized for focusing too narrowly on workers’ happiness without taking into account that happy workers might be unproductive?

a) Human relations theory

b) Theory X

Consider This: Researchers have proven that technical factors are not the only influences on work efficiency.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

c) Theory Y

d) Systems theory

ANS: a

M/C Question 7
Which type of system allows free movement of energy, information, ideas, data, people, and so on across organizational boundaries?

a) Open system

b) Closed system

Consider This: This system encourages employees to take college courses, obtain advanced degrees, volunteer for community work, etc.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

c) Free system

d) Mediator system

ANS: a

Difficulty=Easy, Skill=Understand the Concepts, Objective=LO 1.4: Examine the structure of an organization in relation to its communication techniques, Topic=Understanding Organizational Communication

M/C Question 8
What is the physical process of organizing elements of a message for transmission to the receiver(s)?

a) Encoding

b) Decoding

Consider This:In oral communication, it is the act of choosing and vocalizing words or sounds.
LO 1.2: Review the elements of an effective interactive communication process

c) Channeling

Consider This:In oral communication, it is the act of choosing and vocalizing words or sounds.
LO 1.2: Review the elements of an effective interactive communication process

d) Shared meaning

Consider This:In oral communication, it is the act of choosing and vocalizing words or sounds.
LO 1.2: Review the elements of an effective interactive communication process

ANS: a

Objective=LO 1.2: Review the elements of an effective interactive communication process, Topic=The Interactive Communication Process , Skill=Understand the Concepts, Difficulty=Easy

M/C Question 9
Which theory states that an organization functions like a machine?

a) Classical theory

b) Humanistic theory

Consider This: This viewpoint may seem overly mechanistic and impersonal.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

c) Human relations theory

Consider This: This viewpoint may seem overly mechanistic and impersonal.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

d) Theory X/Y

Consider This: This viewpoint may seem overly mechanistic and impersonal.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

ANS: a

Skill=Understand the Concepts, Difficulty=Easy, Objective=LO 1.4: Examine the structure of an organization in relation to its communication techniques, Topic=Understanding Organizational Communication

M/C Question 10
In organizational communication, which component stands for the ability to imagine the future?

a) Vision

b) Sensitivity

Consider This: This component emphasizes the fact that leaders of organizations must have a clear picture of where their organizations are going.
LO 1.1: Recognize the importance of competent communication skills in today's information age

c) Shared meaning

d) Integrity

ANS: a

Skill=Understand the Concepts, Objective=LO 1.1: Recognize the importance of competent communication skills in today's information age, Topic=Overview: Communication in Organizations, Difficulty=Easy

M/C Question 11
Ramos, one of the managers at TWS, is in charge of creating the company’s annual report. He distributed the work to his team. and to avoid overburdening them with too much background detail, he intentionally concealed a lot of data. What difficulty did the team face?

a) Inadequate information

b) Information overload

Consider This: Managers and employees frequently complain that they do not receive enough relevant data to do their jobs effectively.
LO 1.3: Report some of the reasons why communication may fail

c) Poor-quality information

Consider This: Managers and employees frequently complain that they do not receive enough relevant data to do their jobs effectively.
LO 1.3: Report some of the reasons why communication may fail

d) Poor timing

Consider This: Managers and employees frequently complain that they do not receive enough relevant data to do their jobs effectively.
LO 1.3: Report some of the reasons why communication may fail

ANS: a

Skill=Apply What You Know, Objective=LO 1.3: Report some of the reasons why communication may fail, Topic=Reasons for Communication Failure, Difficulty=Moderate

M/C Question 12
After teaching only the first module of a chapter, Tracy gave a surprise test to her students, which covered all the modules of the chapter. She said that each student needed to score 75% to pass the test. What mistake did Tracy commit?

a) Ineffective goal setting

b) Incompetent communication

Consider This: When objectives are set at a very high level, the communicator becomes disappointed or disillusioned because the audience fails to grasp the message or simply dismisses what was said.
LO 1.3: Report some of the reasons why communication may fail

c) Poor-quality information

d) Inappropriate channel

ANS: a

Skill=Apply What You Know, Objective=LO 1.3: Report some of the reasons why communication may fail, Topic=Reasons for Communication Failure, Difficulty=Moderate

M/C Question 13
While having an intimate dinner with his fiancée, Ross received a short text message on his phone from his manager. Through this message, Ross’ manager intimated to him that he would be fired the next day.
What mistake did the manager’s commit?

a) Use of inappropriate channel

b) Use of inadequate information

Consider This: Issues that are very personal and sensitive require face-to-face contact.
LO 1.3: Report some of the reasons why communication may fail

c) Use of incompetent communication

Consider This: Issues that are very personal and sensitive require face-to-face contact.
LO 1.3: Report some of the reasons why communication may fail

d) Use of poor-quality information

Consider This: Issues that are very personal and sensitive require face-to-face contact.
LO 1.3: Report some of the reasons why communication may fail

ANS: a

Skill=Apply What You Know, Objective=LO 1.3: Report some of the reasons why communication may fail, Topic=Moderate, Difficulty=add difficulty

M/C Question 14
Natalie sent an e-mail to Portman asking him to review a file, and asked Portman to acknowledge receipt of the e-mail. Portman thought that a response was not necessary and started reviewing the file without replying to Natalie. Five hours later, a frustrated Natalie sent a second e-mail to Portman asking whether he had received her initial message. What hindered the communication process in this scenario?

a) Lack of feedback

b) Inadequate information

Consider This: Even with e-mail, it is a good idea to reply to a sent message.
LO 1.3: Report some of the reasons why communication may fail

c) Information overload

Consider This: Even with e-mail, it is a good idea to reply to a sent message.
LO 1.3: Report some of the reasons why communication may fail

d) Problems with channels

Consider This: Even with e-mail, it is a good idea to reply to a sent message.
LO 1.3: Report some of the reasons why communication may fail

ANS: a

Skill=Apply What You Know, Objective=LO 1.3: Report some of the reasons why communication may fail, Topic=Reasons for Communication Failure, Difficulty=Moderate

M/C Question 15
Moravia Corp. launched a new fashion line of traditional wear that targeted young adults by taking the color red as the inspiration. Two days after the launch, they came across a survey that stated 75% of 18–24 olds preferred blue-colored clothes over red-colored ones. What is best illustrated in this scenario?

a) Poor information timing

b) Inadequate information

Consider This: Sales reports, marketing figures, or consumer trends are of little value to decision makers if the data arrives too late to be used.
LO 1.3: Report some of the reasons why communication may fail

c) Information overload

d) Poor-quality information

ANS: a

Skill=Apply What You Know, Objective=LO 1.3: Report some of the reasons why communication may fail, Topic=Reasons for Communication Failure, Difficulty=Moderate

M/C Question 16
In response to a patient’s query, Dr. Gregory House wrote a lengthy blog on schizophrenia. His blog was packed with jargon and technical medical terms. The patient found House’s writing style disorganized and ambiguous.
What was the reason for the communication failure in this scenario?

a) Poor-quality information

b) Inadequate information

Consider This: Many business blogs have become ineffective because of this reason.
LO 1.3: Report some of the reasons why communication may fail

c) Ineffective goal setting

Consider This: Many business blogs have become ineffective because of this reason.
LO 1.3: Report some of the reasons why communication may fail

d) Problems with channels

Consider This: Many business blogs have become ineffective because of this reason.
LO 1.3: Report some of the reasons why communication may fail

ANS: a

Skill=Apply What You Know, Objective=LO 1.3:Report some of the reasons why communication may fail, Topic=Reasons for Communication Failure, Difficulty=Moderate

M/C Question 17
Taufiq is the owner of a refrigerator showroom. While describing the respective work roles to his new sales team, he provided background details about the internal workings of refrigerators and the science behind how coolants function. This confused the salespersons about their actual task objectives.
What contributed to the communication failure in this scenario?

a) Information overload

b) Inadequate information

Consider This: The challenge is using communication skills to handle a large influx of data to avoid feeling stressed.
LO 1.3: Report some of the reasons why communication may fail

c) Problems of channels

Consider This: The challenge is using communication skills to handle a large influx of data to avoid feeling stressed.
LO 1.3: Report some of the reasons why communication may fail

d) Lack of feedback

Consider This: The challenge is using communication skills to handle a large influx of data to avoid feeling stressed.
LO 1.3: Report some of the reasons why communication may fail

ANS: a

Skill=Apply What You Know, Objective=LO 1.3: Report some of the reasons why communication may fail, Topic=Reasons for Communication Failure, Difficulty=Moderate

M/C Question 18
When one person often misinterprets the other person’s message, leading to confusion and ambiguity, which outcome of communication are they missing?

a) Shared meaning

b) Context

Consider This: A great deal of communication can occur without the benefit of fully achieving this outcome, but enough information must be exchanged between sources and receivers so they can function together in a minimal fashion.
LO 1.2: Review the elements of an effective interactive communication process

c) Feedback

d) Creative insight

ANS: a

Skill=Analyze It, Objective=LO 1.2: Review the elements of an effective interactive communication process, Topic=The Interactive Communication Process, Difficulty=Moderate

M/C Question 19
The employees of BNM demanded air conditioners be installed in their offices during the summer. Which theory of organizational communication describes the activities of the employees?

a) Humanistic theory

b) Systems theory

Consider This: The workers are indirectly telling the organization that they not only need proper working conditions but also want some attention paid to them.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

c) Organizational theory

d) Classical theory

ANS: a

Skill=Analyze It, Objective=LO 1.4: Examine the structure of an organization in relation to its communication techniques, Topic=Understanding Organizational Communication, Difficulty=Moderate

M/C Question 20
Tuli and Sid disagreed on many issues, and were rarely on speaking terms with one another. This decreased the productivity of their team. Which context contributed to the unease in communication between Sid and Tuli?

a) Social

b) Physical

Consider This:This context refers to the shared histories and relationships among communicators.
LO 1.2: Review the elements of an effective interactive communication process

c) Cultural

Consider This:This context refers to the shared histories and relationships among communicators.
LO 1.2: Review the elements of an effective interactive communication process

d) Chronological

Consider This:This context refers to the shared histories and relationships among communicators.
LO 1.2: Review the elements of an effective interactive communication process

ANS: a

Skill=Apply What You Know, Objective=LO 1.2: Review the elements of an effective interactive communication process, Topic=The Interactive Communication Process, Difficulty=Moderate

M/C Question 21
The team leader sent an e-mail to the group manager and to the entire sales team listing the targets and their expected deadlines for the coming year. What is the role of e-mail in this scenario?

a) Channel

b) Sender

Consider This: The e-mail carried the encoded message.
LO 1.2: Review the elements of an effective interactive communication process

c) Receiver

Consider This: The e-mail carried the encoded message.
LO 1.2: Review the elements of an effective interactive communication process

d) Source

Consider This: The e-mail carried the encoded message.
LO 1.2: Review the elements of an effective interactive communication process

ANS: a

Skill=Analyze It, Objective=LO 1.2: Review the elements of an effective interactive communication process, Topic=The Interactive Communication Process, Difficulty=Moderate

M/C Question 22
Frank attended a meeting, but his headache prevented him from concentrating on what his manager was saying. The headache acted as

a) noise.

b) context.

Consider This: His physical condition is distracting him from the conversation.
LO 1.2: Review the elements of an effective interactive communication process

c) feedback.

Consider This: His physical condition is distracting him from the conversation.
LO 1.2: Review the elements of an effective interactive communication process

d) a channel.

Consider This: His physical condition is distracting him from the conversation.
LO 1.2: Review the elements of an effective interactive communication process

ANS: a

Skill=Apply What You Know, Objective=LO 1.2: Review the elements of an effective interactive communication process, Topic=The Interactive Communication Process, Difficulty=Moderate

M/C Question 23
The mayor was keen on promoting the textile industry in his city, which has a cheap workforce. Most investors were willing to invest in upcoming projects, but one asked the mayor how he was going to deal with safety and security because the crime rate in the city seemed to be increasing every year. Which component of communication skills did the investor display, and why?

a) Creative insight, because the investor was asking a tough but relevant question.

b) Sensitivity, because the investor was listening carefully to the mayor and paying attention to the need for security of his potential workers.

Consider This:This component is necessary if a business is to deal with a dynamic work force and economy.
LO 1.1: Recognize the importance of competent communication skills in today's information age

c) Vision, as the investor was able to imagine the future of the security conditions of the city.

Consider This:This component is necessary if a business is to deal with a dynamic work force and economy.
LO 1.1: Recognize the importance of competent communication skills in today's information age

d) Integrity, as the investor was trying to build trust between him and the government by asking questions and showing interest in the city.

Consider This:This component is necessary if a business is to deal with a dynamic work force and economy.
LO 1.1: Recognize the importance of competent communication skills in today's information age

ANS: a

Skill=Evaluate It, Objective=LO 1.1: Recognize the importance of competent communication skills in today's information age, Topic=Overview: Communication in Organizations , Difficulty=Difficult

M/C Question 24
The board of DEESA Corp. unanimously voted Sean as their next president because he was the nephew of the previous president. Which school of thought does the board fall under, and why, as indicated by this vote?

a) Classical; because it transferred power based on Sean’s lineage.

b) Humanistic, because it focused on Sean and his uncle’s relationship rather than taking a mechanistic approach.

Consider This: Sean got the position due to the cognition of and adherence to power produced by succession.
LO 1.4: Examine the structure of an organization in relation to its communication techniques

c) Systems, because the appointment of the president is a system that needed to be kept consistent and choosing the nephew of the previous president was obvious.

d) Organizational, because it appointed Sean as the president to keep the culture of the organization intact.

ANS: a

Skill=Evaluate It, Objective=LO 1.4: Examine the structure of an organization in relation to its communication techniques, Topic=Understanding Organizational Communication, Difficulty=Difficult

M/C Question 25
Russell gave an orientation session to the two new team members. Since he knew both of them personally, Russell filled the session with personal anecdotes and examples.
Which context is the session influenced by?

a) Social

b) Physical