管理学习题

Management, 11e (Robbins/Coulter)Chapter 15 Managers and Communication1) If a manager clearly and articulately verbalizes instructions to a subordinate, communication is said to have taken place.Answer: FALSEPage Ref: 404-405Topic: The Nature and Function of CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Conceptual2) Communication does not only serve to inform; it can also act to control behavior.Answer: TRUEPage Ref: 405Topic: The Nature and Function of CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Conceptual3) Formal communication can control behavior, but informal communication cannot.Answer: FALSEPage Ref: 405Topic: The Nature and Function of CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Conceptual4) The communication process is susceptible to noise.Answer: TRUEPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual5) A sender initiates a message by encoding a thought.Answer: TRUEPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual6) In communication, the process of decoding is performed by the receiver.Answer: TRUEPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual7) Illegible print is an example of noise.Answer: TRUEPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual8) Intonation refers to gestures, facial expressions, and other body movements that convey meaning.Answer: FALSEPage Ref: 407Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual9) Verbal intonation refers to the emphasis someone gives to words or phrases that conveys meaning.Answer: TRUEPage Ref: 407Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual10) E-mail increases filtering because electronic communication is faster.Answer: FALSEPage Ref: 409Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual11) Filtering takes place when information exceeds the receiver's processing capacity. Answer: FALSEPage Ref: 409Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual12) Active listeners avoid asking questions and making eye contact so that they don't distract the speaker.Answer: FALSEPage Ref: 411AACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual13) Informal communication is organizational communication not defined by the organization's structural hierarchy.Answer: TRUEPage Ref: 412AACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual14) Downward communication is communication that flows from a manager to employees. Answer: TRUEPage Ref: 412Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual15) Upward communication is used to inform, direct, coordinate, and evaluate employees. Answer: FALSEPage Ref: 412Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual16) Communication that takes place among employees on the same organizational level is called lateral communication.Answer: TRUEPage Ref: 413Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual17) In the wheel network, the leader serves as the hub through which all communication passes. Answer: TRUEPage Ref: 414Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual18) The informal organizational communication network is known as the grapevine.Answer: TRUEPage Ref: 414Topic: Information Technology and CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual19) IT has significantly improved a manager's ability to monitor individual and team performance. Answer: TRUEPage Ref: 416Topic: Communication Issues in Today's OrganizationsAACSB: Use of ITObjective: 5Difficulty: EasyClassification: Conceptual20) All electronic information is inadmissible in court.Answer: FALSEPage Ref: 418Topic: Communication Issues in Today's OrganizationsAACSB: Communication SkillsObjective: 6Difficulty: EasyClassification: Conceptual21) In which of the following cases has communication occurred?A) Gary updates his blog regularly, even though no one reads it.B) Brian attends all the Algebra lectures, but is unable to understand the subject.C) Jen has sent an urgent e-mail to her Japanese colleague, but a translator is not yet available.D) Ana tells her manager that she needs a new computer, but he says that the company can't afford it.Answer: DPage Ref: 405AACSB: Analytic SkillsObjective: 1Difficulty: ModerateClassification: Application22) Good communication occurs only when the recipient ________.A) agrees with the sender's messageB) does what the speaker asksC) understands the speaker's meaningD) makes eye contact with the speakerAnswer: CPage Ref: 405Topic: The Nature and Function of CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Conceptual23) For communication to be successful, meaning must be imparted and ________.A) received by the other personB) force action from the receiverC) feedback must be establishedD) understood by the receiverAnswer: DPage Ref: 405Topic: The Nature and Function of CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Conceptual24) ________ consists of all the patterns, networks, and systems of communication within an organization.A) The grapevineB) Interpersonal communicationC) Organizational communicationD) Formal communicationAnswer: CPage Ref: 405Topic: The Nature and Function of CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Conceptual25) Alec is hired as a senior analyst at Tech Research Institute and is assigned to a project with four other researchers. He soon realizes that two of his team mates do not see eye-to-eye on many issues. Far from being solved, the situation escalates over the next couple of months. This bothers Alec a great deal because he is expected to coordinate his work with them. He decides to speak to his manager about the problem and seek his advise. In this example, communication is being used________.A) informallyB) to controlC) to motivateD) to informAnswer: BPage Ref: 405AACSB: Analytic SkillsObjective: 1Difficulty: ModerateClassification: Application26) When a communication requires employees to follow their job description, or to comply with company policies, communication is being used to ________.A) controlB) motivateC) provide a release for emotional expressionD) persuadeAnswer: APage Ref: 405Topic: The Nature and Function of CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Conceptual27) In which of the following cases is communication used to control employee behavior?A) Sandy tells Mitch that she's happy with the progress he's making.B) Glenn lets Ann know that the deadline for her project has been postponed.C) Jan informs Sara that she must follow the dress code at work.D) Chris gives Jason tips on how to improve his performance.Answer: CPage Ref: 405Topic: The Nature and Function of CommunicationAACSB: Analytic SkillsObjective: 1Difficulty: EasyClassification: Application28) George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in________.A) deciphering the messageB) organizational communicationC) lateral communicationD) decoding the messageAnswer: BPage Ref: 405Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 1Difficulty: EasyClassification: Application29) Pat manages the customer care department of her firm. She is very happy with her team of 15 customer care executives who've all been consistently performing well. Customer feedback was impressive and Pat is planning to give them good bonuses this time around. As a manager, Pat believes it is important to let your subordinates know when you are happy with their work. She does so, and also calls a meeting to discuss what they can do to improve further. Pat is using communication for ________.A) decision-makingB) negotiationC) motivationD) expressing emotionAnswer: CPage Ref: 405-406Topic: The Nature and Function of CommunicationAACSB: Analytic SkillsObjective: 1Difficulty: EasyClassification: Application30) During the communication process, the message is converted to a symbolic form. This process is called ________.A) decodingB) encodingC) decipheringD) expandingAnswer: BPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual31) Disturbances that interfere with the transmission, receipt, or feedback of a message are called ________.A) screensB) filtersC) echoesD) noiseAnswer: DPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual32) The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________.A) decodingB) encodingC) reinstatingD) expandingAnswer: APage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual33) The final link in the communication process is ________.A) encodingB) decodingC) receivingD) feedbackAnswer: DPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual34) Which of the following is true for the communication process?A) The decoding process takes place within the channel.B) Noise cannot affect the encoding of the message.C) Encoding takes place before the message reaches the medium.D) The sender decodes the message and then transmits it.Answer: CPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual35) Adam has to tell the members of his department that the office timings have changed from flexible timings to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new timing policy. The next day, Adam realizes that most people still do not have a clear idea about the change, as a result of the confusion at the meeting. Which of the following explains why the message was not understood?A) The sender did not decode the message appropriately.B) The recipients did not encode the message correctly.C) The noise in the process interfered with the transmission of the message.D) The channel was not appropriate for the delivery of this message.Answer: CPage Ref: 406AACSB: Analytic SkillsObjective: 2Difficulty: ModerateClassification: Application36) Complexity capacity refers to the degree to which the communication method ________.A) offers a reasonable assurance of confidentialityB) makes a simple message seem more complexC) effectively processes complicated messagesD) offers quick and accurate feedbackAnswer: CPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual37) Which of the following describes the number of different messages that can be transmitted using a particular method of communication?A) complexity capacityB) breadth potentialC) scanabilityD) encoding easeAnswer: BPage Ref: 406Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual38) Which of the following is an example of noise?A) sending unsolicited sales messages to prospectsB) adding your contact information at the end of an e-mail messageC) leaving a message on the answering machine when you cannot reach someoneD) thinking about the party you attended last night while sitting in a lectureAnswer: DPage Ref: 406AACSB: Analytic SkillsObjective: 2Difficulty: ModerateClassification: Application39) Laura sent a text message to Betty telling her that she would come by to pick her up after work so they could go shopping. Betty, however, made other plans for the evening thinking Laura was talking about going shopping the next day. Which of the following best explains what went wrong with the communication?A) Laura used a wrong channel of communication.B) Scanability of the message was poor.C) Betty decoded the message incorrectly.D) The complexity capacity of text messaging is poor.Answer: CPage Ref: 406AACSB: Analytic SkillsObjective: 2Difficulty: EasyClassification: Application40) Which of the following attributes of a communication method will be the most important for a scientist who has to send large amounts of data to a colleague?A) complexity capacityB) feedbackC) formalityD) interpersonal warmthAnswer: APage Ref: 406AACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual41) When a sender evaluates a communication method to judge scanability, he is checking if________.A) the method can easily transmit a large number of messagesB) the method allows recipients to process complex messages effectivelyC) the method adequately conveys personal warmthD) the recipient can easily browse the message for relevant informationAnswer: DPage Ref: 407AACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual42) CISCO's Unified Personal Communicator allows fast and easy access to voice, video, instant messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia interface on your PC or Mac. Which of the following aspects of communication problems does this personal communicator address?A) security concerns arising from the use of the InternetB) time-space constraintC) decoding errorsD) encoding errorsAnswer: BPage Ref: 407AACSB: Analytic SkillsObjective: 2Difficulty: ModerateClassification: Application43) Which of the following is true of nonverbal communication?A) It is synonymous with body language.B) It carries greater impact than verbal communication.C) It is absent in spoken communication.D) It is involuntary; it cannot be used deliberately.Answer: BPage Ref: 407, 409AACSB: Communication SkillsObjective: 2Difficulty: EasyClassification: Conceptual44) Which of the following methods of communication should be used when the sender requires quick and accurate feedback?A) publicationsB) face-to-faceC) postal mailD) faxAnswer: BPage Ref: 408Objective: 2Difficulty: EasyClassification: Conceptual45) Which of the following methods of communication offers high scanability?A) publicationsB) face-to-face communicationC) meetingsD) voice mailAnswer: APage Ref: 408Objective: 2Difficulty: EasyClassification: Conceptual46) All of the following are barriers to effective interpersonal communication, EXCEPT________.A) filteringB) selective perceptionC) feedbackD) defensivenessAnswer: CPage Ref: 409Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual47) Sarah needs funding to research the efficacy of a certain drug for the treatment of cancer. Though her initial trials have been inconclusive, Sarah is sure that the drug will prove to be effective. However, the organizations she plans to approach for funding will not be very impressed with the results of the previous trials and may withhold funding. Sarah has to structure her proposal in such a way that she emphasizes the positives about the drug and minimizes the negative information. Which of the following best describes Sarah's technique of writing her proposal?A) diagonal communicationB) filteringC) defensivenessD) jargonAnswer: BPage Ref: 409AACSB: Analytic SkillsObjective: 3Difficulty: EasyClassification: Application48) ________ is the deliberate manipulation of information to make it appear more favorable to the receiver.A) Lateral communicationB) EncodingC) Diagonal communicationD) FilteringAnswer: DPage Ref: 409Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual49) When a person tells his or her manager what the manager wants to hear, which of the following barriers to effective interpersonal communication is the person using?A) filteringB) selective perceptionC) feedbackD) defensivenessAnswer: APage Ref: 409Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual50) Which of the following is true of filtering?A) Filtering aids effective communication by making a message more favorable to a receiver.B) The more vertical levels in an organization, the more opportunities there are for filtering.C) Filtering occurs at the individual level; the organization cannot encourage or discourage it.D) The use of e-mail increases filtering because communication is more direct.Answer: BPage Ref: 409Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: ModerateClassification: Conceptual51) A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity.A) perceptual barrierB) information overloadC) conceptual blockD) physical barrierAnswer: BPage Ref: 409Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual52) Jargon is ________.A) the capacity of a communication method to process complex messagesB) a technique for deliberate manipulation of information to make it appear more favorable to the receiverC) specialized terminology that members of a group use to communicate among themselvesD) a technique that increases the breadth potential of a communication methodAnswer: CPage Ref: 410Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual53) Which of the following is a way for managers to overcome the barriers to communication?A) feedbackB) decodingC) encodingD) filteringAnswer: APage Ref: 410Objective: 3Difficulty: EasyClassification: Conceptual54) Which of the following is true for active listeners?A) They should avoid making eye contact and nodding as this will distract the speaker.B) They should not interrupt the speaker, but should feel free to ask questions about the topic.C) They should listen for full meaning and avoid paraphrasing what the speaker is saying.D) Developing empathy for the speaker is not advised as it proves an emotional barrier to listening. Answer: BPage Ref: 411AACSB: Communication SkillsObjective: 3Difficulty: ModerateClassification: Conceptual55) Which of the following helps an individual to understand the actual content of a message?A) antipathyB) empathyC) apathyD) empowermentAnswer: BPage Ref: 411Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: ModerateClassification: Conceptual56) Listening is an active search for meaning, whereas ________ is passive.A) speakingB) encodingC) decodingD) hearingAnswer: DPage Ref: 411Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual57) Listening for full meaning without making premature judgments or interpretations is called ________.A) passive hearingB) lateral communicationC) active listeningD) decodingAnswer: CPage Ref: 411Topic: Methods of Interpersonal CommunicationAACSB: Communication SkillsObjective: 3Difficulty: EasyClassification: Conceptual58) When a manager asks an employee to complete a task, he or she is using ________ communication.A) upwardB) lateralC) informalD) formalAnswer: DPage Ref: 412Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual59) Organizational communication that is not defined by the organization's structural hierarchy is known as ________ communication.A) externalB) passiveC) informalD) controlledAnswer: CPage Ref: 412Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: ModerateClassification: Conceptual60) The ________ communication system within an organization permits employees to satisfy their need for social interaction with their peers.A) informalB) upwardC) formalD) downwardAnswer: APage Ref: 412AACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual61) Downward communication is used ________.A) by employees to give managers progress reportsB) to coordinate and evaluate employeesC) between employees at the same organizational levelD) between people of different departments and organizational levelsAnswer: BPage Ref: 412Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual62) Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which of the following types of communication does he use?A) upwardB) downwardC) lateralD) diagonalAnswer: BPage Ref: 412AACSB: Analytic SkillsObjective: 4Difficulty: ModerateClassification: Application63) ________ communication is communication that flows from a manager to employees.A) LateralB) UpwardC) DownwardD) HorizontalAnswer: CPage Ref: 412AACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual64) In an effort to improve communication within the Accounts department of a large organization, the department head puts a suggestion box at the door and invites employees to communicate their thoughts, ideas, concerns, or grievances to the managers in the department. Which of the following methods of communication is he encouraging?A) upwardB) diagonalC) downwardD) lateralAnswer: APage Ref: 412AACSB: Analytic SkillsObjective: 4Difficulty: ModerateClassification: Application65) ________ communication keeps managers aware of how employees feel about their jobs, their coworkers, and the organization in general.A) DownwardB) HorizontalC) LateralD) UpwardAnswer: DPage Ref: 412AACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual66) Which of the following management styles will most likely encourage upward communication?A) dictatorialB) paternalisticC) participativeD) authoritarianAnswer: CPage Ref: 412AACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual67) Which of the following is an example of lateral communication?A) George informs his superior about the progress of the new project.B) Brian talks to his teammate about a change in project specifications.C) Richard penalizes John for not following the company dress code.D) Paul tells the CEO about the low morale in his department.Answer: BPage Ref: 413AACSB: Analytic SkillsObjective: 4Difficulty: EasyClassification: Application68) Cross-functional teams rely heavily on ________ communication, which can be problematic if their managers are not kept informed about the decisions.A) downwardB) upwardC) verticalD) lateralAnswer: DPage Ref: 413Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual69) When an organization has an interest in increasing the efficiency and speed of communication between managers at different levels and in different departments, then ________.A) upward communication works bestB) diagonal communication should be usedC) lateral communication is idealD) upward communication works the fastestAnswer: BPage Ref: 413Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual70) In the all-channel network, communication flows ________.A) downward from a strong leader to his subordinates in the work groupB) in a parallel fashion until all of the members of a work group have been informedC) freely among all members of a formal work teamD) among the managers of a functional area of an organizationAnswer: CPage Ref: 413Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual71) If a company is concerned with achieving high member satisfaction for all the participants in a network, which of the following communication networks is best?A) chain networkB) horizontal networkC) wheel networkD) all-channel networkAnswer: DPage Ref: 413Topic: Organizational CommunicationAACSB: Communication SkillsObjective: 4Difficulty: EasyClassification: Conceptual。