(Test Bank) Communicating At Work Principles And Practices For Business And The Professions

Adler,Elmhorst,Lucas, 12

Business

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12th Edition

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Author(s): Adler, Elmhorst, Lucas

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1 Copyright © 2019 McGraw -Hill Communicating at Work, 12e (Adler) Chapter 1 Communicating at Work 1) Which of the following is NOT an accurate statement? A) William Schaffer, International Business Development Manager for Sun Microsystems has stated, "If there's one skill that's required for success in this industry, it's communication skills." B) There is a significant difference between communication skills of physicians with and without malpractice claims. C) Workers in high -tech fields do not need good communication skills. D) Poor communication is one of the most common reasons for errors in shooting among officers of the Los Angeles Police Department. Answer: C Explanation: Communication ability is often cited as the most important factor in making an executive promotable. Topic: Communication and Career Success Learning Objective: 01 -01 Explain the role of communication in career success, providing examples to support your claims. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 2) Which of the following is NOT true about individuals communicating in today's organizations? A) Many recruiters believe that the main factors contributing to job success in corporate America are the ability to work with others and effective communication skills. B) More than 60% of reported medical errors have been attributed to poor communication. C) The average business executive spends more than 45 minutes of every hour communicating. D) Due to advanced technology, good communica tion skills are less important in the 21st century than in they were in the 20th century. Answer: D Explanation: Communication skills are highly important for success in technical careers in the 21st century. Topic: Communication and Career Success Learning Objective: 01 -01 Explain the role of communication in career success, providing examples to support your claims. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 2 Copyright © 2019 McGraw -Hill 3) Experts estimate that the average business executive sp ends what percentage of his or her time communicating? A) 75 to 80 percent B) 50 to 55 percent C) 25 to 30 percent D) 10 to 15 percent Answer: A Explanation: Experts estimate that the average business executive spends 75 to 80 percent of his or her time communicating. Topic: Communication and Career Success Learning Objective: 01 -01 Explain the role of communication in career success, providing examples to support your claims. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 4) According to corporate recruiters, which of the following is one of the main factors that contributes to job success? A) technical skills B) native intelligence C) educational background D) communication skills Answer: D Explanation: A degree in communication provides an excellent background for careers in a variety of fields, ranging from advertising to public relations to government affairs. Topic: Communication and Career Success Learning Objective: 01 -01 Explain the role of communication in career success, providing examples to support your claims. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 3 Copyright © 2019 McGraw -Hill 5) In general, students ________ the importance of communication skills in the workplace and ________ their own communi cation skills. A) overestimate; overestimate B) underestimate; underestimate C) underestimate; overestimate D) overestimate; underestimate Answer: C Explanation: In general, students underestimate the importance of communication skills in the workplace and overestimate their own communication skills. Topic: Communication and Career Success Learning Objective: 01 -01 Explain the role of communication in career success, providing examples to support your claims. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 6) The statement "Communication is unavoidable" means that A) if you're absent from a meeting, you are not communicating at all. B) all communication is unintentional. C) people will probably attach meaning to your actions, even when you don't intend to communicate something. D) true communication occurs only when we are face to face with another person. Answer: C Explanation: Communication is unavoidable because people will probably attach meaning to your actions , even if you aren't intending to communicate anything. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and cons iderations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 4 Copyright © 2019 McGraw -Hill 7) Which of the following statements is TRUE? A) You cannot communicate. B) Most communicators at work send more messages than they receive. C) It is possible to take back a message after another person has received it. D) Context has little to do with successful communication. Answer: A Expla nation: We "cannot communicate" because people will probably attach meaning to your actions, even if you aren't intending to communicate anything. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key princ iples of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibi lity: Keyboard Navigation Gradable: automatic 8) Felix needs to know how many people will be attending the company's lunch seminar so he can order enough food. He sends an e -mail to his coworkers asking them to let him know if they will be coming and wh ether or not they have any dietary restrictions. This is an example of A) instrumental communication. B) relational communication. C) identity management. D) network management. Answer: A Explanation: This is an example of instrumental communication. Felix's message is aimed at accomplishing a specific task, determining what food to order for the lunch seminar. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communicati on, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Na vigation Gradable: automatic 5 Copyright © 2019 McGraw -Hill 9) It is important to Mikhail to be seen by his coworkers as an intelligent, serious person. In his speech and written communication with them he makes a point of avoiding contractions and using sophisticated words and phras es. This is an example of A) feedback management. B) instrumental communication. C) relational communication. D) identity management. Answer: D Explanation: Identity management is the practice of presenting yourself in ways that produce a preferred imag e and distinctive sense of self. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 10) Which of the following is NOT one of the three main strategi c communication goals? A) relational communication B) unintended communication C) instrumental communication D) identity management Answer: B Explanation: Strategic communication goals include instrumental communication, relational communication, and identity management. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of ef fective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 6 Copyright © 2019 McGraw -Hill 11) Strategic messages can have one of three goals. During office meetings, Sara expresses her respect for her boss by listening attentively, nodding, and taking notes. Through her actions, Sara is illustrating a ________ message. A) sequential B) content C) relational D) structured Answer: C Explanation: Relational communication shapes and reflects the way people regard one another. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the com munication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 12) All of the following are true about strategic communication EXCEPT A) our messages include both instrumental and relational aspects. B) it is unethical to use communication strategies to achieve our goals. C) it is possible to communicate strategically, while still r especting others' rights and needs. D) identity management involves purposefully trying to make a certain type of impression through our communication. Answer: B Explanation: Virtually all communication is aimed at achieving goals; strategic communication is not necessarily unethical. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations o f effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 7 Copyright © 2019 McGraw -Hill 13) Communication is A) irreversible. B) insignificant . C) avoidable. D) a panacea. Answer: A Explanation: Communication is irreversible. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of th e communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 14) If you m ake a harsh and unkind comment to someone A) he/she will forgive and forget, as long as you apologize later. B) you can erase the unkind comment from their mind by giving the individual a compliment the next day. C) he/she is likely to remember the comment for a long time. D) your unkind comment will have little impact if it occurred during an argument, because unkind behavior is expected in that context. Answer: C Explanation: Our words and actions are remembered by others; we can't go back and erase them from others' memories. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effectiv e communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 8 Copyright © 2019 McGraw -Hill 15) Which of the following statements describes communication most accurately? A) When we experience a misunderstanding, better communication can always solve the problem. B) The meaning of every message we send is affected by the communication context. C) Fortunately, if we have hurt someone's feelings by our words, we can erase all bad feelings by apologizing. D) Honest people will not face ethical challenges as they communicate at work. Answer: B Explanation: To understand a communication event, we need information about the context of the communication. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Analyze Accessibility: Keyboard Navigation Gradable: automatic 16) Communication is a process. This means that A) to understand communication, we need to examine the cont ext in which it occurs. B) effective communication is efficient. C) every message we send is an isolated event. D) communication is avoidable. Answer: A Explanation: To understand a communication event, we need information about the context of the communication Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication chan nel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 9 Copyright © 2019 McGraw -Hill 17) Georgia believes that she will get what she wants if she simply communicates i n the "correct" way. Which of the principles of communication does Georgia fail to understand? A) One cannot communicate. B) Communication is irreversible. C) Communication is unavoidable. D) Communication is not a panacea. Answer: D Explanation: Commun ication is not a panacea. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective commun ication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 18) Which of the following describes most accurately the potential of e ffective communication? A) If you develop good communication skills, you can get what you want all the time. B) If you spend enough time communicating with someone about a misunderstanding, you will always be able to find a solution that you both like. C) If you improve your communication skills, you can increase your effectiveness in personal and business relationships. D) If two people understand each other's messages, they will never disagree. Answer: C Explanation: Effective communication skills won't solve every problem, but they can help you increase your effectiveness in personal and business relationships. Topic: The Nature of Communication: Communication Principles Learning Objective: 01 -02 Apply the key principles of c ommunication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Analyze Accessibility: Keyb oard Navigation Gradable: automatic 10 Copyright © 2019 McGraw -Hill 19) Which of the following is NOT one of the elements of the communication process? A) noise B) topic C) channel D) feedback Answer: B Explanation: The elements of the communication model include noise, channel, an d feedback. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communicati on channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 20) In the model of communication, the term "sender" refers to a person who is A) encoding ideas using words or nonverbal methods. B) interpreting words and gestures. C) providing feedback on a message. D) engaged in asynchronous communication. Answer: A Explanation: The sender encodes a message. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situa tion, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 11 Copyright © 2019 McGraw -Hill 21) The activity of selecting words and/or nonverbal signals to express your ideas is known as A) feedback. B) context. C) encoding. D) decoding. Answer: C Explanation: The activity of selecting words and/or nonverbal signals to express your ideas is known as encoding. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom 's: Remember Accessibility: Keyboard Navigation Gradable: automatic 22) When Rahim's mother told him he needed to clean up his room, he rolled his eyes. This is an example of A) feedback. B) psychological noise. C) decoding. D) multiple channel communi cation. Answer: A Explanation: When Rahim rolled his eyes in response to his mother's message, he was providing feedback. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 12 Copyright © 2019 McGraw -Hill 23) "Channels" of communication are defined as A) gestures. B) digitized messages. C) significant gaps in understanding. D) methods used to deliver a message. Answer: D Explanation: The channel is the method used to deliver a message. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and consideratio ns of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 24) Fatima asks, "What time will the meeting start? " Fatima's words are an example of a A) channel. B) decoding. C) message. D) context. Answer: C Explanation: According to the communication model, the message consists of the words a person speaks and the nonverbal methods the person uses. Topic: The N ature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a speci fic situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 13 Copyright © 2019 McGraw -Hill 25) ________ refers to the words and nonverbal methods a person uses to communicate ideas. A) The message B) The encoding C) Physical noise D) The channel Answer: A Explanation: The words and nonverbal methods a person uses to communicate an idea are known as a message. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the inte raction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 26) The role of the receiver is to A) send messages. B) decode messages. C) encode messages. D) act as a messenger. Answer: B Explanation: The receiver decodes the sen der's message by attaching meaning to its words and nonverbal signals. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the commu nication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 14 Copyright © 2019 McGraw -Hill 27) When an individual attaches meaning to the message he/she receives, which of the following components of the communication process has occurred? A) encoding B) decoding C) channeling D) transmission Answer: B Explanation: The receiver decodes the sender's message by attaching meaning to its words and nonverbal signals. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the co mmunication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 28) Which of the following would NOT provide feedback to the sender? A) deciding not to answer a phone message from your ex -girlfriend B) browsing through a company's catalog to see what styles of shoes they offer C) falling asleep during a boring meeting D) sending a let ter to the editor of your local newspaper in response to an article the paper published Answer: B Explanation: The receiver's discernible response to a sender's message is called feedback. We send unintentional feedback when we don't respond to a sender . Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic 15 Copyright © 2019 McGraw -Hill 29) Successful communication can best be understood as A) the delivery of a message in such a way that the receiver comprehends exactly what the sender was trying to say. B) a circular process in which individuals take turns sending and receiving messages to each other. C) a collaborative process in which participants create a sha red understanding. D) the process of an active sender encoding a message and delivering it to a passive receiver to be decoded. Answer: C Explanation: Successful communication is a collaborative process in which participants create a shared understandin g. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channe l use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Remember Accessibility: Keyboard Navigation Gradable: automatic 30) Angelia has recently begun making a lot of mistakes on her day job. She has not bee n listening attentively to her supervisor's instructions. Angelia is no longer attentive because she is exhausted. She has taken on a second job at night so she can pay off her credit card debt. In the above example, which type of noise is causing a breakd own in the communication process between Angelia and her supervisor? A) physiological noise B) defensiveness C) supervisory noise D) subtle noise Answer: A Explanation: Physiological noise arises from physical processes such as illness or tiredness. Topic: The Nature of Communication: Basics of the Communication Model Learning Objective: 01 -02 Apply the key principles of communication, knowledge of the basic elements of the communication model, and considerations of effective communication channel use to a specific situation, showing how each one affects the outcome of the interaction. Bloom's: Understand Accessibility: Keyboard Navigation Gradable: automatic