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Silence has no significance in communication.

A) True
B) False

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Jack, an American sales manager, travels to Argentina to make a business presentation. His counterpart, Santiago, does not speak English very well. During the presentation, when Jack pauses after a question, Santiago takes a long time to respond. When he does respond, he uses poor grammar and mispronunciations. How should Santiago's reaction be interpreted?


A) Santiago lacks experience in his field.
B) Santiago is thinking slowly in his language.
C) Santiago is not interested in the presentation.
D) Santiago has poor knowledge of the topic.
E) Santiago is stereotyping Jack.

F) B) and E)
G) B) and D)

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Select the true statement regarding one-way communication as compared to two-way communication.


A) One-way communication is faster and easier for the sender than two-way communication.
B) One-way communication is more time-consuming than two-way communication.
C) One-way communication is more accurate than two-way communication.
D) One-way communication is more effective than two-way communication.
E) One-way communication is more likely to be understood than two-way communication.

F) B) and D)
G) C) and D)

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Select the true statement regarding the use of electronic media at work.


A) It encourages more people to participate and share their ideas with others.
B) It is effective for solving all types of complex problems.
C) It aids interpretation of subtle nonverbal cues conveyed by a sender.
D) It engenders more trust among users than face-to-face communication.
E) It does not allow sensitive or private information to be leaked.

F) B) and E)
G) C) and D)

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Select the least rich communication medium.


A) face-to-face communication
B) videoconference
C) memo
D) e-mail
E) telephone

F) None of the above
G) B) and E)

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A disadvantage of oral communication is that


A) it is less persuasive than written communication.
B) the sender lacks immediate and direct feedback.
C) it can lead to spontaneous, regrettable responses.
D) it requires the sender to record the message permanently.
E) the message must be long enough to include answers to questions.

F) A) and E)
G) B) and E)

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________ communication is information shared among people on the same hierarchical level.


A) Vertical
B) Horizontal
C) Upward
D) Downward
E) Intrapersonal

F) D) and E)
G) B) and C)

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Sierra, a working mother, comes home after a hard day at the office. Her seven-year-old son, Jordan, wants to tell her about his day at school. He begins to explain about how he got selected for his school's soccer team. However, Sierra is unable to pay attention to her son out of sheer exhaustion. In this context, Sierra's fatigue represents ________ in the communication process between herself and her son.


A) a physical barrier
B) perceptual bias
C) ambiguity
D) an attitudinal barrier
E) noise

F) C) and D)
G) A) and D)

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Describe the characteristics of a boundaryless organization.

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A boundaryless organization is one witho...

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Face-to-face communication


A) is a less rich medium than telephone.
B) is best suited to transmit simple and routine messages.
C) allows more descriptive language than a memo does.
D) provides lesser opportunity for feedback than a memo does.
E) limits the variety of cues that can be conveyed.

F) C) and D)
G) B) and E)

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Compare and contrast formal and informal communications.

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Formal communications are official, orga...

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A company shares its financial goals, income statements, budgets, sales, forecasts, and other relevant data about company performance and prospects with all its employees. This company engages in the practice of


A) groupthink.
B) filtering.
C) open-book management.
D) blogging.
E) micromanagement.

F) A) and C)
G) C) and D)

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A disadvantage of written communication is that


A) it leads to spontaneous responses.
B) there is no permanent record of the message.
C) it provides a receiver little time to think about the message.
D) the message cannot be revised several times.
E) the message might not contain enough information to answer questions.

F) D) and E)
G) C) and D)

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Evan, a general manager at Coral Products Inc., has decided to work from home because his wife is ill. He uses e-mails and teleconferencing to communicate with his team members and customers. This system of working is an example of


A) crowdsourcing.
B) outsourcing.
C) virtual offices.
D) job rotation.
E) job sharing.

F) A) and B)
G) B) and E)

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Sandra tried to explain the problem she was having, but her manager, Tabitha, kept interrupting her. Finally, in frustration, Sandra returned to her workstation, even though Tabitha never did grasp the key points that Sandra was attempting to communicate. This lack of communication is an example of


A) perceptual bias.
B) decoding problems.
C) intrapersonal communication.
D) groupthink.
E) stereotyping.

F) All of the above
G) B) and D)

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Sharing strategic plans and financial information with employees could lead to leaks to competitors or to employee dissatisfaction with compensation.

A) True
B) False

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Leopold, a manager, instructed his subordinate, Allison, to remind her staff that any request for overtime-pay work this weekend could only be authorized by the division manager. Allison misunderstood Leopold and explained to her staff that all were required to work this weekend with overtime pay that had been authorized by the division manager. In this context, why would it have been better for Leopold to communicate to Allison through an e-mail instead of instructing her orally?


A) The receiver can control where and when a message is read.
B) The sender can provide feedback immediately.
C) The message remains the same even if relayed through others.
D) The receiver can gauge the sender's sincerity better than when communicated orally.
E) The message is more persuasive than when released orally.

F) A) and E)
G) A) and D)

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"Kris, how are you handling the grapevine in your department? I'm sure that you and your employees are hearing the same disturbing rumors that we are hearing. My department is spending too much time exchanging gossip, and morale is very low," said Mike. Kris replied, "I strive to manage the grapevine. If I hear a story that might get out of hand, I talk to the ________ involved. I prevent rumors by dispelling ________. Finally, I ________ rumors once they have started."


A) rumormongers; uncertainties; propagate
B) key people; rumormongers; deny
C) key people; truth; neutralize
D) key people; uncertainties; neutralize
E) rumormongers; troublemakers; deny

F) B) and E)
G) All of the above

Correct Answer

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The CEO of a multinational company finds that profits are drastically decreasing. He realizes that the employees need to be immediately made aware of the challenges the company is facing, and he wants them to know he is personally concerned. The company has several branches in various parts of the world. Which of the following is an appropriate media for the CEO to use?


A) e-mail
B) videoconference
C) memo
D) newsletter
E) telephone

F) A) and B)
G) C) and D)

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Electronic communication


A) enables participants to pick up on subtle, nonverbal, or inflectional clues.
B) prevents gossip, insults, threats, harassment, and the release of confidential information.
C) can reduce time and expenses devoted to traveling.
D) always leads to more satisfying negotiations.
E) requires lessening participation in communication to fewer people.

F) D) and E)
G) A) and D)

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