TB 12

Fundamentals of Management, 7e (Robbins/DeCenzo/Coulter)
Chapter 12 Communication and Interpersonal Skills
1) Everything a manager does involves communication.

Answer: TRUE
Explanation: All managerial activities involve some form of communication. All decisions and
plans require information, and that information must be communicated.
Diff: 1 Page Ref: 320
AACSB: Communication
Objective: 12.1
2) In order to be sent, a message needs to be decoded.

Answer: FALSE
Explanation: In order to be sent, a message must first be encoded rather than decoded. Decoding
is carried out by the receiver who interprets the message.
Objective: 12.1
3) Success in communication always involves reasoning skills.

Answer: TRUE
Explanation: All forms of communication, whether they are written, spoken, or visual, require
reasoning skills both to send and interpret.
Objective: 12.1
4) Some messages do not need to be converted to symbolic forms to be sent.

Answer: FALSE
Explanation: All messages need to be converted to symbols before they are sent. Spoken
messages are converted to words. Written messages are converted to letters. Nonverbal messages
are converted to gestures and movements.
Objective: 12.1
5) A channel is an actual physical product.

Answer: FALSE
Explanation: A channel is the medium through which a message travels, not a physical product.
The medium for a written message, for example, is a book or newspaper. The medium for a
gesture is the human body or face. The medium for a spoken sound message is the air.
Objective: 12.1
1
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6) Feedback is a response that confirms a message.
Answer: TRUE
Explanation: Feedback is some kind of response that confirms that a message was received and
properly understood.
Objective: 12.1
7) One advantage of a written communication is that it provides a record of the information.

Answer: TRUE
Explanation: Unlike verbal communications, written communications can be saved and referred
to later to verify a message.
Objective: 12.1
8) One disadvantage of verbal communication is that it is hard to get feedback.

Answer: FALSE
Explanation: Verbal forms of communication provide better and more instant forms of feedback
than written communication, so getting feedback is an advantage, not a disadvantage of verbal
communication.
Objective: 12.1
9) Body language and facial expressions are the only forms of nonverbal communication.
Answer: FALSE
Explanation: In addition to body language and facial expressions, tone of voice is a major form
of nonverbal communication that conveys a great deal of information.
Objective: 12.1
10) Verbal intonation can be a part of written communication.

Answer: FALSE
Explanation: Verbal intonation is strictly a tonal enhancement to spoken words, so the statement
is false.
Objective: 12.1
11) Nonverbal communication is a minor part of the communication that takes place during a
conversation.
Answer: FALSE
Explanation: Studies show that during a face-to-face conversation considerably more than half
of the message is communicated through nonverbal communication.
Objective: 12.1
2
12) An example of filtering is telling your boss what she wants to hear.
Answer: TRUE
Explanation: Filtering is the manipulation or editing of information by the sender so that it is
perceived as favorable by receiver. Telling the boss what she wants to hear, rather than the
straight story, is an example of editing the truth.
Objective: 12.1
13) Selective perception involves deception on the part of the person sending a message.
Answer: FALSE
Explanation: The deception that occurs in selective perception is done strictly by the perceiver.
With selective perception, the perceiver is responsible for any distortion that takes place, not the
sender.
Objective: 12.1
14) Emotions can cause a single message to be interpreted in two different ways.
Answer: TRUE
Explanation: Emotions can distort the interpretation of a message. For example, when your boss
is upset she is a lot less likely to be less tolerant of a mistake than she is when things are going
well.
Objective: 12.1
15) Jargon never improves communication.

Answer: FALSE
Explanation: Within groups of specialists, jargon can be useful shorthand for communicating
ideas. Where jargon distorts is when it is used outside of the "in" group.
Objective: 12.1
16) When women talk, they typically place more emphasis on creating connections than on status
or authority.
Answer: TRUE
Explanation: According to Deborah Tannen, women use conversation to make connections,
while men use it to establish a place in the pecking order.
AACSB: Diversity
Objective: 12.1
3
17) When women complain about problems they have, they are typically seeking solutions from
men.
Answer: FALSE
Explanation: According to Tannen, women discussing problems are usually seeking a sense of
closeness, not looking for advice or specific solutions to their problems.
AACSB: Diversity
Objective: 12.1
18) In the United States, most managers tend to prefer informal over formal communication.
Answer: FALSE
Explanation: In the United States managers tend to want to get matters in writing with formal
communication to establish their status and position and assert their independence.
AACSB: Globalizations
Objective: 12.1
19) In Japan, managers use formal communication to seek consensus.

Answer: FALSE
Explanation: Japanese managers do place great emphasis on consensus, but they tend to use
informal rather than formal communication to arrive at consensus.
Objective: 12.1
20) The purpose of feedback is to ensure that a message was received and understood.
Answer: TRUE
Explanation: The key to feedback is understanding. If the receiver of the message can
demonstrate that he or she understood the message, then the sender knows that the
communication was successful.
Objective: 12.1
21) Active listening requires making super-quick judgments while a person is speaking.
Answer: FALSE
Explanation: The opposite is true—active listening involves reserving judgment until the person
has been able to convey the entire message.
Objective: 12.1
22) Nonverbal communication is an important part of active listening.

Answer: TRUE
Explanation: A major part of active listening is to show appropriate eye contact, facial
expressions, and body language to communicate that the message is being heard and understood.
Objective: 12.1
4
23) An active listener should not interrupt the speaker by asking questions.
Answer: FALSE
Explanation: Though interruptions should be avoided, asking appropriate questions can clarify
and enhance the understanding of a message. Therefore asking questions is an important part of
active listening.
Objective: 12.1
24) The average person can take in information at a much faster rate than is communicated
through speech.
Answer: TRUE
Explanation: The average person can comprehend about 400 words per minute compared to
speech that runs at 200 words per minute or less, meaning that listening is faster than speaking.
Objective: 12.1
25) A good rule of thumb is never to try to communicate an important message until your
emotions are under control.
Answer: TRUE
Explanation: Emotions can distort both incoming and outgoing communication. Since emotional
events are typically brief, allowing them to blow over before attempting to communicate is a
good policy to follow.
Objective: 12.1
26) A drawback to instant messaging is that it creates security problems.

Answer: TRUE
Explanation: Having multiple users all logged onto a system at once—which is required for
instant messaging—can create security breaches in a system.
AACSB: Technology
Objective: 12.2
27) Companies save money by using email to replace large face-to-face meetings.
Answer: FALSE
Explanation: Videoconferencing and teleconferencing rather than email are used to replace face-
to-face meetings.
AACSB: Technology
Objective: 12.2
5
28) Most shorthand abbreviation messages originate in text messages.
Answer: TRUE
Explanation: The cumbersome process of typing text messages has given rise to a number of
popular abbreviations, such as BTW for "by the way."
AACSB: Technology
Objective: 12.2
29) Members of a company sharing efficient shortcuts in a complex computer software program
is an example of knowledge management.
Answer: TRUE
Explanation: Knowledge management involves sharing things that people in an organization
learn. When knowledge is managed, if one part of the organization works out the process for
solving a problem, other parts of the organization can use that information to their advantage,
rather than having to "reinvent the wheel."
AACSB: Technology
Objective: 12.2
30) Active listening requires a listener to have empathy, the ability to suspend judgment when
listening.
Answer: FALSE
Explanation: Empathy is the ability to see things from another person's perspective, not the
ability to suspend judgment.
Objective: 12.3
31) Responsibility for completeness requires an active listener to make sure she has heard the
speaker's entire message.
Answer: TRUE
Explanation: Many listeners understand the first part of a speaker's message then tune out,
failing to understand the complete sentiment that is being expressed. Responsibility for
completeness puts the responsibility of hearing the entire message on the listener's shoulders.
Objective: 12.3
32) Negative feedback is typically more readily accepted than positive feedback.
Answer: FALSE
Explanation: The opposite is true—positive feedback is readily accepted because it is what the
listener wants to hear. Negative feedback is often not accepted or misinterpreted in some way.
Objective: 12.3
6
33) Negative feedback is more likely to be well received when it comes from managers in the
lower ranks of an organization.
Answer: FALSE
Explanation: High-level managers who have status and have earned the trust of the listener are
better for delivering negative feedback, not low-level managers. Lower-level managers who have
not established themselves are often suspected of having an agenda or personal animus against
the receiver of the feedback.
Objective: 12.3
34) Corrective feedback is usually more meaningful when it is general as opposed to being
specific.
Answer: FALSE
Explanation: General feedback doesn't give a listener anything to work with. Being specific lets
the listener know what is wrong and specifically what might be done to fix the problem.
Objective: 12.3
35) Corrective feedback is most meaningful when there is a very short interval between the
behavior and the receipt of the feedback.
Answer: TRUE
Explanation: The shorter the time period between the event and the feedback, the more likely the
listener will use the feedback to correct the problem at hand. Waiting too long for feedback
diminishes the impact of the original event and makes it easier to ignore, forget, or become
confused.
Objective: 12.3
36) Delegation and participation are the same thing.

Answer: FALSE
Explanation: The two are different with respect to decision making. When managers and
employees have a participatory relationship, decision making is shared. With delegation,
decision-making power is given to employees rather than shared.
Objective: 12.3
37) In general, the larger the organization is, the less likely it is to need delegation.
Answer: TRUE
Explanation: In fact, studies show that the opposite is true—the larger the organization is, the
more likely it will be to require delegation.
Objective: 12.3
7
38) Delegation usually does not require feedback controls.
Answer: FALSE
Explanation: Feedback controls are critical to successful delegation. The manager must have
reliable ways to monitor the task that has been delegated and make sure it is progressing
correctly. Delegation without proper feedback constitutes abdication of a manager's
responsibility.
Objective: 12.3
39) The human relations view of conflict holds that conflict is necessary for successful group
performance.
Answer: FALSE
Explanation: The interactionist, rather than the human relations view of conflict holds that
conflict is required for a group to perform successfully.
Objective: 12.3
40) In general, groups should have more task conflict than process conflict.
Answer: TRUE
Explanation: A moderate amount of task conflict is considered useful for most groups to
stimulate new ideas. Process conflict can be functional only when kept to low levels.
Objective: 12.3
41) Integrative bargaining operates under zero-sum conditions.

Answer: FALSE
Explanation: Zero-sum conditions, in which one party's gain is another's loss, is a characteristic
of distributive, not integrative bargaining.
Objective: 12.3
42) Integrative bargaining is win-win bargaining.

Answer: TRUE
Explanation: Integrative bargaining involves a situation in which both sides in a negotiation gain
in some way, resulting in a win-win situation.
Objective: 12.3
8
43) For managers, communication can't be overemphasized because ________ requires
communication.
A) decision making
B) planning
C) supervising and monitoring employees
D) everything a manager does
Answer: D
Explanation: D) Communication is required not just for decision making, planning, and
monitoring employees but for virtually every activity that a typical manager carries out, making
everything a manager does the correct response for this question.
Objective: 12.1
44) The communication process begins with this.

A) a receiver
B) a message
C) a thought or purpose
D) an encoded message
Answer: C
Explanation: C) The communication process begins with a thought or idea that the sender wants
to communicate to someone else, making a thought or purpose the correct response. The message
doesn't exist until after the thought is encoded, ruling out a message or encoded message as the
correct response for this question because they come later in the process. The receiver also
comes later in the process, after the message is decoded, ruling out a receiver as a correct answer.
Objective: 12.1
45) In order to transmit a message, the thought originating with the sender must be ________ to
symbolic form.
A) decoded
B) encoded
C) deciphered
D) expanded
Answer: B
Explanation: B) A thought must be translated, or encoded, to some kind of symbol language
before it can be communicated, making encoding the correct response. Symbol languages
include writing, verbal speech, sign language, etc. Decoding, which is fairly synonymous with
deciphering, is done after the message is sent by the receiver, so decoding and deciphering are
incorrect responses. Encoding is a form of translation, not expansion, so expanding is not correct.
Objective: 12.1
9
46) Which communication sequence is correct?
A) sender ⇒ decoding ⇒ channel ⇒ encoding ⇒ receiver
B) sender ⇒ channel ⇒ medium ⇒ decoding ⇒ receiver
C) source ⇒ sender ⇒ encoding ⇒ decoding ⇒ receiver
D) sender ⇒ encoding ⇒ channel ⇒ decoding ⇒ receiver
Answer: D
Explanation: D) The choice indicating encoding as the second step is the only correct sequence,
showing how a sender encodes a thought into a message which is sent through a channel only to
be decoded and finally understood by a receiver. The choice with decoding as the second step is
incorrect because it confuses decoding and encoding. The choice with channel as the second step
is wrong because it leaves out encoding. The choice with source as the first step is wrong
because it omits the channel.
AACSB: Analytic Skills
Objective: 12.1
47) Reading is an example of this communication step.

A) feedback
B) encoding
C) sending
D) decoding
Answer: D
Explanation: D) Reading is a form of decoding, or interpreting symbols, making decoding the
correct response. A form of encoding is writing, not reading. Sending a written message occurs
when, for example, a written letter is mailed. Feedback occurs after the message has been
decoded and understood.
Objective: 12.1
48) Four conditions influence the content of an encoded message: the skills, attitudes,
knowledge, and ________ of the sender.
A) social-cultural system
B) environmental conditions
C) volume
D) political conditions
Answer: A
Explanation: A) Of the choices listed, only the social-cultural system is a recognized factor that
affects the content and quality of an encoded message, so that choice is the correct response for
this question. The social-cultural system includes a sender's beliefs and values. Beliefs and
values invariably have a strong influence over what the sender chooses to communicate and how
the message is presented. Together, the social-cultural system and the sender's knowledge,
attitudes, and communication skills determine the content and effectiveness of any message.
Objective: 12.1
10
49) A ________ is the actual physical product encoded by the source.
A) channel
B) message
C) thought
D) source
Answer: B
Explanation: B) The actual physical product that gets encoded by a sender is called the message,
making message the correct response. The thought is the original idea that gets encoded into a
message. The source is the person who encodes the thought into a message. The channel is the
path that the message takes to reach the receiver.
Objective: 12.1
50) The channel is the ________.

A) actual physical product from the source that conveys a purpose
B) person who receives the message
C) medium that the messages travels through
D) person who sends the message.
Answer: C
Explanation: C) The channel is the path that the message takes to reach the receiver, making the
medium the correct response. The actual physical product that gets encoded by a sender is called
the message. The receiver is the person who receives and decodes the message. The sender is the
person who creates the message.
Objective: 12.1
51) A spelling mistake in a message is an example of ________.

A) an encoding error
B) a decoding error
C) a transmission error
D) a receiver error
Answer: A
Explanation: A) Making a mistake in spelling clearly would occur during the encoding process
when a thought was being translated into symbols, making an encoding error the correct
response. An error in selecting the proper symbols would clearly occur well before decoding,
transmitting, or receiving the message, so all of those choices can be ruled out.
Objective: 12.1
11
52) The final link in the communication process is ________.
A) encoding
B) decoding
C) channeling
D) feedback
Answer: D
Explanation: D) Feedback is the process of verifying the message that was sent to confirm that it
was received and understood correctly, making feedback the correct response. Encoding and
decoding occur earlier in the sequence, so they are incorrect responses. A channel refers to the
medium through which a message is transmitted, so it is not the final step in the communication
process.
Objective: 12.1
53) Feedback is a message that travels from ________.

A) encoder to receiver
B) source to decoder
C) the original receiver to the original sender
D) the original sender to the original receiver
Answer: C
Explanation: C) A feedback message is sent from the original receiver back to the original
sender, making that choice the correct response. The other three choices all involve the original
sender sending a message to the original receiver so they are incorrect responses for this
question.
AACSB: Analytic Skills
Objective: 12.1
54) Skills, attitudes, knowledge, and social cultural systems affect ________.
A) the sender only
B) the receiver only
C) neither the sender nor the receiver
D) both the sender and the receiver
Answer: D
Explanation: D) The four components that affect the content and quality of the message sent by
the sender—skills, attitudes, knowledge, and social cultural systems—also affect how the
message is interpreted by the receiver, making the sender only the correct response and ruling out
all other choices. For example, the writing skill of the sender may affect the composing of a
message, while the reading and interpreting skill of the receiver affects the understanding of the
message.
Objective: 12.1
12
55) The great advantage of a written message is that it ________.
A) is informal
B) is easy to provide feedback for
C) is unambiguous
D) provides a permanent record
Answer: D
Explanation: D) Written messages are no more unambiguous than spoken messages—in fact,
since they lack nonverbal cues, written messages are probably more ambiguous than verbal
messages, making unambiguous an incorrect response. Similarly, written messages are typically
less informal and harder to provide feedback for than spoken messages, making informal and
easy to provide feedback for incorrect responses. Where written messages clearly are
advantageous is in providing a tangible, permanent record that can be referred to later on,
making providing a permanent record the correct response for this question.
Objective: 12.1
56) Which of the following is a disadvantage of written communication?

A) vague
B) time-consuming
C) not permanent
D) hard to store
Answer: B
Explanation: B) Written messages are easier to store, more specific, and more permanent than
oral messages, making the three related choices incorrect. The disadvantage of written messages
is that they are harder and more time-consuming to compose than oral messages, making time-
consuming the correct response.
Objective: 12.1
57) Along the grapevine ________.

A) good news travels fastest
B) bad news travels slowly
C) good news travels slowest
D) bad news travels fastest
Answer: D
Explanation: D) Through an informal grapevine, bad information about an individual or
organization travels faster than good information, making "bad news travels fastest" the correct
response and ruling out all other responses. The reason for this is probably that bad information
tends to be more shocking, salacious, or exciting than good news, so people tend to be more
motivated to pass it along than less exciting information.
Objective: 12.1
13
58) You would expect to find a grapevine with the most accurate rumors in ________
organization.
A) an organic
B) a mechanistic
C) a hierarchical
D) an authoritative
Answer: A
Explanation: A) Open, non-rigid, organic-style organizations tend to have the most accurate
grapevine information, making organic the correct response. Rigid, hierarchical, non-open,
mechanistic, authoritative organizations tend to have grapevines that provide less accurate
information.
Objective: 12.1
59) An example of nonverbal communication is ________.

A) an email
B) a smile
C) a whisper
D) a voice mail
Answer: B
Explanation: B) Nonverbal communication is any form of communication that does not involve
words. An email features written words, a whisper features softly spoken words, and a voice mail
features recorded words—making each choice verbal rather than nonverbal communication. A
smile is nonverbal because it communicates information in a wordless manner.
Objective: 12.1
60) Verbal intonation is a form of ________.

A) verbal communication
B) body language
C) nonverbal communication
D) facial expression
Answer: C
Explanation: C) Though it involves words, verbal intonation is a form of nonverbal
communication because it involves how the words are pronounced, rather than the explicit
meanings of the words themselves, making nonverbal communication the correct response and
ruling out verbal communication. Verbal intonation is not a form of body language or facial
expression because it involves changes in pitch, volume, and articulation of words, not body or
face movements.
Objective: 12.1
14
61) A live singing performance allows a listener to perceive ________ forms of communication.
A) verbal, body language, and verbal intonation as
B) only verbal
C) only nonverbal
D) body language, facial expressions, and verbal intonation as
Answer: A
Explanation: A) Seeing a singer perform live allows the audience to hear the words in a song
(verbal communication), the body movements and facial expressions of the singer (body
language), and the way the singer phrases and articulates the song (verbal intonation), making
the choice encompassing all three the correct response. All other choices leave out at least one
form of communication, so they are not correct responses for this question.
Objective: 12.1
62) Listening to a singing performance on the radio allows a listener to perceive ________ forms
of communication.
B) only verbal
C) only nonverbal
D) both verbal and nonverbal
Answer: D
Explanation: D) Listening to a singer perform on the radio allows the audience to hear the words
in a song (verbal communication) and the way the singer phrases the song (verbal intonation, a
form of nonverbal communication), making "both verbal and nonverbal" the correct response.
The choice indicating verbal, body language, and verbal intonation is incorrect because it
includes body language, something that is not perceived on the radio. "Only verbal" is incorrect
because though the radio projects sound waves only, it is possible to hear verbal intonation, a
nonverbal form of communication in a recorded song, so on the radio a listener can perceive both
verbal and nonverbal communication. "Only nonverbal" is wrong because words are clearly
heard in a radio song.
Objective: 12.1
15
63) Watching a movie in a foreign language you don't understand without subtitles allows you to
perceive ________ forms of communication.
B) only verbal
C) only nonverbal
Answer: C
Explanation: C) A foreign language movie gives the listener access to nonverbal forms of
communication only—gestures, movements, facial expressions, intonations—without any verbal
communication taking place, making "only nonverbal" the correct response. The choice
indicating verbal, body language, and verbal intonation is incorrect because it includes spoken
language, something that is not perceived in a foreign movie. "Only verbal" is incorrect because
the spoken communication is exactly what the viewer misses in a foreign language movie. "Both
verbal and nonverbal" is wrong because it includes verbal communication.
Objective: 12.1
64) Reading a movie script allows you to perceive ________ forms of communication.
B) only verbal
C) only nonverbal
Answer: B
Explanation: B) Reading a script gives the reader access to words only (verbal communication),
making "only verbal" the correct response. The choice indicating verbal, body language, and
verbal intonation is incorrect because it includes body language and intonation, things that can
only be imagined, but not actually perceived, on the written page. "Only nonverbal" is incorrect
because all nonverbal communication is missing from a movie script, except as descriptions.
"Both verbal and nonverbal" is incorrect because it includes nonverbal communication.
Objective: 12.1
16
65) Managers often travel long distances to have a face-to-face meeting with someone for this
reason.
A) It shows respect.
B) Most communication is done through body language.
C) Other forms of communication have security concerns.
D) It communicates a sense of power, rank, and mobility.
Answer: B
Explanation: B) Though face-to-face meetings may be a way to show respect and communicate
a sense of power, the primary reason managers take the trouble to meet in person is to be able to
see the body language of the person they are meeting, making "communication through body
language" the correct response. Studies show that 65 to 90 percent of all communication is
accomplished through nonverbal means, meaning that if a manager misses out on nonverbal
communication, a lot is missed. Security may also be an extremely minor factor here, but it does
not compare to the importance of nonverbal communication.
Objective: 12.1
66) ________ is the deliberate manipulation of information by the sender to make it appear more
favorable to the receiver.
A) Selective perception
B) Information overload
C) Jargon
D) Filtering
Answer: D
Explanation: D) The manipulation of information by the sender through careful editing and
choosing of facts to make a position seem more favorable to a receiver is called filtering, making
this the correct response. Selective perception is the editing of information by the receiver, not
the sender. Information overload blocks communication by making receivers too overwhelmed
by information to pay attention to messages that are actually important. Jargon is "in-group"
language that can be troublesome to people who are outside the group.
Objective: 12.1
17
67) All of the following are barriers to effective interpersonal communication EXCEPT
________.
A) filtering
B) selective perception
C) feedback
D) language
Answer: C
Explanation: C) Filtering (the manipulation of information by the sender to make a position
seem more favorable), selective perception (the selective editing of information by the receiver),
and language that can mean different things to different people are all communication barriers.
Feedback, on the other hand, the process of verifying a sent message, promotes rather than
blocks effective communication, making feedback the correct response.
Diff: 2 Page Ref: 324-325
Objective: 12.1
68) When an auto industry manager raves about plans for a new car design and fails to see the
flaws in the model, he is engaging in this.
A) selective perception
B) filtering
C) emotion
D) information overload
Answer: A
Explanation: A) Filtering involves manipulation of information by the sender to make a situation
seem more favorable, while selective perception involves similar cherry-picking of facts, but by
the receiver of the information, not the sender. In this case, as the receiver of information (the
design plans), the manager is engaging in selective perception, making this the correct response.
Information overload blocks communication by making receivers too overwhelmed by
information to pay attention to messages that are actually important. Emotion blocks information
when strong feelings distort the perceptions of the receiver.
Objective: 12.1
18
69) When an auto designer's presentation of a new design shows all of the good features of the
design but fails to mention the poor gas mileage that the model will get, she is engaging in this.
A) emotion
C) information overload
D) filtering
Answer: D
Explanation: D) Filtering involves manipulation of information by the sender to make a situation
seem more favorable, while selective perception involves similar cherry-picking of facts, but by
the receiver of the information, not the sender. In this case, the designer is the sender of
information (the presentation) so she is engaging in filtering, making filtering the correct
response. Information overload blocks communication by making receivers too overwhelmed by
information to pay attention to messages that are actually important. Emotion blocks information
when strong feelings distort the perceptions of the receiver.
Objective: 12.1
70) Auto company engineers want technical terms such as limited slip differential used in car
ads. Ad execs, on the other hand, don't want these terms used. The cause of their disagreement is
________.
A) emotion
C) language
D) gender
Answer: C
Explanation: C) Language can be a barrier when different words and phrases mean different
things to different audiences. In this case, it is likely the engineers think the technical terms add
meaning to the ads, while the ad people think that they are intimidating and confusing. All of this
points to the idea that language is the communication barrier here—the same words mean
different things to different people—making language the correct response. Emotion blocks
information when strong feelings distort the perceptions of the receiver. Selective perception is
the biased perception of facts on the part of a receiver. Gender distorts communication when
males and females fail to appreciate each other's point of view.
Objective: 12.1
19
71) When an auto executive who is upset because his teenage son got suspended from school
ends up nixing new design plans for no apparent reason, communication has been distorted by
this.
A) selective perception
B) emotion
C) filtering
D) gender
Answer: B
Explanation: B) Emotion blocks information by distorting the perceptions of the receiver. The
executive is upset, so emotions are probably distorting his perceptions and decisions—rather
than filtering (the manipulation of information by the sender to make a situation seem more
favorable) or selective perception (biased perception of facts on the part of a receiver) or gender
which distorts communication when males and females fail to appreciate each other's point of
view. This makes emotion the correct response.
Objective: 12.1
72) When an auto executive fails to notice an important demographics report in her overstuffed
inbox before going to a meeting, she is likely to be suffering from this.
A) information overload
B) emotion
C) filtering
D) gender
Answer: A
Explanation: A) Information overload blocks communication by making receivers too
overwhelmed by information to pay attention to messages that are actually important. This is
what is occurring in this situation, making information overload the correct response. Filtering
involves manipulation of information by the sender to make a situation seem more favorable.
Emotion blocks information by having passions and strong feelings distort the perceptions of the
receiver. Gender distorts communication when males and females fail to appreciate each other's
point of view.
Objective: 12.1
20
73) Jargon can be very useful for communication ________.
A) within a specialized, close-knit group
B) between people who speak different languages
C) outside of a specialized, close-knit group
D) between males and females
Answer: A
Explanation: A) Jargon can be useful as shorthand for technical and hard-to-describe terms
within a small, specialized, close-knit group, making this the correct response. Where jargon runs
into trouble is when people use jargon terms with outsiders who aren't familiar with what the
terms stand for, making outsiders, and people who speak a foreign language both incorrect
responses. The use of jargon would have little or no impact on how well males and females
understand one another.
Objective: 12.1
74) Filtering tends to be more prevalent in this kind of organization

A) organic
B) highly vertical
C) highly horizontal
D) non-mechanistic
Answer: B
Explanation: B) The opportunity for filtering occurs when one level of an organization has
access to information that another level doesn't have. Therefore, the more vertical levels an
organization has, the more filtering is likely to take place, making "highly vertical" the correct
response. Organic, very horizontal, and non-mechanistic organizations are all non-vertical, so
these choices can be eliminated as possible correct responses.
Objective: 12.1
75) Jargon tends to cause problems when it is used ________.

A) within a specialized, close-knit group
B) as shorthand for technical terms
C) outside of a specialized, close-knit group
D) in spoken rather than written language
Answer: C
Explanation: C) Jargon can be useful as shorthand for technical and hard-to-describe terms
within a small group. Where jargon causes confusion is when people within the group use jargon
terms with outsiders who aren't familiar with what the terms stand for, making "outsiders" the
correct response. Whether or not jargon is spoken or written has little or no impact on how well it
is understood.
Objective: 12.1
21
76) Which slogan for a new car would be likely to appeal more to men than to women?
A) Be the top dog on your block
B) The car with a little bit of home
C) The family car for every family
D) Saving the world, one car at a time
Answer: A
Explanation: A) In general, men are interested in status and establishing their independence
while women are interested in connecting to family and the rest of the world. The three incorrect
choices all focus on making connections with family or the rest of the world. Only the choice
regarding being the top dog focuses on status and competing with the rest of the world, so it is
the correct response.
Objective: 12.1
77) Which slogan for a new car would be likely to appeal more to women than to men?
A) The ultimate among ultimates
B) Carve out your niche
C) Carry a little bit home wherever you drive
D) Be the top dog on every block
Answer: C
Explanation: C) In general, men are interested in status and establishing their independence
while women are interested in connecting to family and the rest of the world. The three incorrect
choices all focus on status and competition so they are incorrect responses. Only the choice
regarding carrying a little bit of home focuses connecting your life with the rest of the world, so
it is the correct response.
Objective: 12.1
78) U.S. managers tend to rely on this style of communication.

A) formal and written
B) informal and unwritten
C) verbal and informal
D) verbal and formal
Answer: A
Explanation: A) The culture of American society tends to value status and individual
achievement above consensus and collective achievement, causing U.S. managers to try to
distinguish themselves by issuing a lot of written formal documents that can be used to document
and verify their achievement. This makes formal and written the correct response for this
question and rules out all other choices.
AACSB: Diversity
Objective: 12.1
22
79) Japanese managers tend to rely on this style of communication.
A) formal and written
B) formal and unwritten
C) informal and verbal
D) verbal and formal
Answer: C
Explanation: C) The culture of Japanese society tends to value consensus and collective
achievement above individual achievement and status, causing Japanese managers to try to
conduct personal consultations with others to arrive at consensus before taking definite action.
This makes "informal and verbal" the correct response for this question and rules out all other
choices.
AACSB: Diversity
Objective: 12.1
80) The purpose of feedback is to determine whether a message was ________.

A) received
B) received and understood
C) worth sending
D) verbal or nonverbal
Answer: B
Explanation: B) Feedback is a check on whether a message was both received and understood in
the manner in which the sender intended, making this the correct response. Since received
messages can be misinterpreted, confirming that a message was received only is not enough in
most cases. Feedback is concerned only with the reception and correct interpretation of a
message, not with whether the message was worth sending or verbal, making both of these
responses incorrect.
Objective: 12.1
81) Feedback ________.

A) can be spoken, nonverbal, or written
B) must be spoken
C) must be written
D) can be spoken, verbal, or oral
Answer: A
Explanation: A) Feedback can take on almost any form. A nod of the head can be a form of
feedback. So can a written email or note, and so can a detailed oral response to a communication.
Together, these factors make "spoken, nonverbal, or written" the correct response and rules out
the other three choices as too limited.
Objective: 12.1
23
82) One particularly effective form of providing feedback is for the receiver to ________.
A) raise a hand to show that the message was received
B) state "message received" out loud
C) restate the message in his or her own words
D) send a written message that states "message received"
Answer: C
Explanation: C) The three incorrect choices all indicate only that the message was received and
fail to show that the message was actually understood. Only by restating the message in his or
her own words can the receiver clearly indicate that the message was fully understood, so
restating the message is the correct response for this question.
Objective: 12.1
83) Simplifying language is most important when ________.

A) the speaker has little time
B) the audience is sympathetic
C) the audience is unfamiliar
D) the message is simple
Answer: C
Explanation: C) Simplifying language is most important when the audience may be unfamiliar
with the material the speaker is presenting and the terms and concepts that the speaker is using,
making an "unfamiliar audience" the correct response. Having a simple message, a sympathetic
audience, or little time to speak are not specific reasons for why language should be toned down,
while lack of familiarity is.
Objective: 12.1
84) The average listener can understand language at a rate that is ________ the average speaker
can speak.
A) much slower than
B) much faster than
C) the same rate that
D) a little bit slower than
Answer: B
Explanation: B) The typical speaker speaks at a rate of 200 words per minute or less. The typical
listener can comprehend language at rates of up to 400 words per minute. This mismatch makes
listeners' attention wander at times, since their listening rate is much faster than the speech they
hear. These factors make "faster" the correct response and rule out all other responses.
Objective: 12.1
24
85) Because the average listener can comprehend language at a rate that is much higher than
speakers can speak, people tend to be ________.
A) poor listeners
B) good speakers
C) slow talkers
D) good listeners
Answer: A
Explanation: A) The mismatch between the ability of humans to listen and speak causes
listeners, who function at a higher rate, to lose focus when they are listening. This loss of focus is
a major reason why many people tend to be poor listeners, making this the correct response. It
may also, incidentally be a reason why many people tend to talk fast—to try to make up for the
speaking-listening mismatch.
Objective: 12.1
86) This is the primary goal of active listening.

A) developing empathy with the speaker
B) avoiding premature judgments or interpretations of the speaker's message
C) focusing on the speaker
D) understanding the full meaning of the speaker's message
Answer: D
Explanation: D) While developing empathy, avoiding premature judgments, and focusing are all
goals of active listening, the main goal is to understand the meaning of the speaker's words in
totality, making this the correct response.
Objective: 12.1
87) Active listening is enhanced by developing ________ with the speaker.

A) apathy
B) sympathy
C) a personal friendship
D) empathy
Answer: D
Explanation: D) Developing sympathy (actively liking the speaker) or a personal friendship with
the speaker might indeed improve listening, but both options are too impractical for improving
everyday listening. Rather than befriend or actively sympathize with the speaker, the listener
simply needs to empathize, or identify with the speaker's point of view and situation, to have a
good chance of fully understanding the speaker's message, making empathy the correct response.
Note that apathy, or not caring about the speaker, is the opposite of what an active listener should
do.
Objective: 12.1
25
88) Which action best shows a speaker that you are paying close attention?
A) avoiding interruptions of the speaker
B) avoiding overtalking
C) direct eye contact
D) smooth transitioning from listener to speaker
Answer: C
Explanation: C) While avoiding interruptions, overtalking, and making smooth listener-to-
speaker transitions are all important for active listening, they don't specifically show that a
listener is paying close attention. Direct eye contact, on the other hand, indicates that the listener
is focused and not distracted, making this choice the correct response for this question.
Objective: 12.1
89) Which of the following is NOT true of active listening?

A) It is a skill that most people need to improve.
B) Listening demands serious intellectual effort.
C) Active listening demands intense concentration.
D) Empathy is a barrier to active listening.
Answer: D
Explanation: D) Active listening definitely requires intense concentration and serious effort, so
those choices can be eliminated as correct responses. Since most people are poor listeners, active
listening is clearly a skill that most people need to improve, ruling out this choice as a correct
response. The only choice that is not true of active listening is that empathy prevents it—in fact,
empathy is a key element of active listening, making empathy as a barrier the correct response.
Objective: 12.1
90) Emotions can distort communication ________.

A) for senders only
B) for receivers only
C) for both senders and receivers
D) only when negative
Answer: C
Explanation: C) Whether they are positive or negative, emotions can distort communication on
both ends—for both senders and receivers, making this the correct response and ruling out all
other responses. Receivers let emotions distort communication when they allow feelings to color
their perception of a message. Senders let emotions distort when they fire off a message in the
heat of the moment without allowing the situation to cool down.
Objective: 12.1
26
91) During an interview minutes after a tough loss, a soccer coach who is frustrated with calls
made by the game's referees should probably do this.
A) blame himself for the defeat
B) blame the referees for the defeat
C) express his anger freely
D) take some time to cool down
Answer: D
Explanation: D) Rather than express anger and blame himself or the referees for the loss, the
coach should take time to cool down. Emotions are transient events that tend to subside with
time. Saying too much in the heat of battle is allowing emotions to distort communication, so it
should be avoided.
Objective: 12.1
92) A manager who is trying to sound conciliatory should make sure that ________.
A) her voice is soft
B) she smiles when she speaks
C) her voice shows no anger
D) her voice shows no emotion
Answer: C
Explanation: C) Trying to sound conciliatory requires a speaker to control her emotions in every
way. A soft voice and a smile may help, but not as much as making sure that she displays no
anger or resentment, making "showing no anger" the correct response. Showing no emotion at all
is a mistake because it indicates that the speaker is trying to hide something.
Objective: 12.1
93) Networked communication capabilities include all of the following EXCEPT ________.
A) email
B) the grapevine
C) instant messaging
D) electronic data exchange
Answer: B
Explanation: B) A networked communication capability links computers to an organization
network—something which email, instant messaging, and EDI accomplish. The grapevine is not
part of a computer system, so it is the correct response for this question.
AACSB: Technology
Objective: 12.2
27
94) Techniques organizations utilize to exchange standard business transaction documents, such
as invoices or purchase orders, are called ________.
A) intranets
B) extranets
C) electronic data interchange
D) teleconference
Answer: C
Explanation: C) An electronic data exchange allows computer systems between different
companies to exchange data directly via dedicated lines, making electronic data interchange the
correct response. An intranet is a cordoned off section of the Internet that is made available only
to an organization. An extranet is similar to an intranet in that it sections off a part of the Internet
for exclusive use by an organization. An extranet allows selected outsiders to access this limited
system. A teleconference is a meeting held on telephone lines.
AACSB: Technology
Objective: 12.2
95) Ross can create web pages that are accessible only to members of his organization on
________.
A) an intranet
B) an extranet
C) an electronic data interchange
D) a videoconference
Answer: A
Explanation: A) Ross is using an intranet—a cordoned off section of the Internet that is made
available only to an organization, making intranet the correct response. An extranet is similar to
an intranet in that it sections off a part of the Internet for exclusive use by an organization, but an
extranet allows selected outsiders to access this limited system as well. An electronic data
exchange allows computer systems between different companies to exchange data directly via
dedicated lines. A videoconference is a meeting held that uses video cameras to allow attendees
to see as well as speak to one another.
AACSB: Technology
Objective: 12.2
28
96) Which kind of electronic meeting format allows participants to view nonverbal forms of
communication that include facial expressions and body language?
A) teleconferencing
B) videoconferencing
D) face-to-face meeting
Answer: B
Explanation: B) Teleconferencing is done over telephone lines (or by email) so it doesn't include
a visual dimension in which body language can be viewed. Electronic data exchange is strictly a
data medium and does not involve human communication. A face-to-face meeting is a live, not
an electronic, meeting so it can't be a correct answer for this question. A videoconference has
both a sound and a visual dimension, allowing participants to speak and view one another, so
videoconferencing is the correct response.
AACSB: Technology
Objective: 12.2
97) Which kind of electronic meeting format allows participants access to verbal communication
that includes voice intonation but no body language?
A) teleconferencing
B) videoconferencing
D) face-to-face meeting
Answer: A
Explanation: A) Teleconferencing is done over telephone lines so it allows participants to speak
and hear each other's voice intonations, but not to have access to other forms of nonverbal
communication, making teleconferencing the correct response. A videoconference and a face-to-
face meeting both have a visual dimension, allowing participants to access all forms of nonverbal
communication, not just voice intonation. Electronic data exchange is strictly a data medium and
does not involve human communication.
AACSB: Technology
Objective: 12.2
29
98) An extranet is different from an intranet in that it ________.
A) allows participants to use the Internet
B) does not involve the Internet
C) is faster than an intranet
D) allows outside companies to participate
Answer: D
Explanation: D) Both an intranet and an extranet are sectioned off areas of the Internet that are
accessible only to the organization that creates them. The difference between the two is that an
intranet is strictly for in-house use while an extranet can include outside users, such as vendors
and customers of the company. This makes "allowing outsiders to participate" the correct
response and rules out "allowing participants to use the Internet" because both systems can
access the Internet and "not involving the Internet" because it is not true. An extranet and intranet
typically run at the same speed so "being faster than an intranet" is incorrect.
AACSB: Technology
Objective: 12.2
99) Terms such as BIL, NSFW, and FYEO are examples of which of the following?
A) text-messaging shorthand
B) Internet agencies
C) government education programs
D) workplace compensation bureaus
Answer: A
Explanation: A) The abbreviations above are text-messaging shorthand for "boss is listening"
(BIL), "not safe for work" (NSFW), and "for your eyes only" (FYEO), making text-messaging
shorthand the correct response. These abbreviations were created to save time, keystrokes, and
effort and are especially useful when text space is limited, as it is on sites like Twitter.
Objective: 12.2
100) Which of the following characteristics is NOT typically an important part of a functioning
knowledge management system?
A) gathering knowledge
B) selling knowledge
C) organizing knowledge
D) sharing knowledge
Answer: B
Explanation: B) In a knowledge management system, an organization first gathers and organizes
important and useful things that employees have learned over the course of doing their jobs.
Then that knowledge is shared so the advantage gained by the knowledge learned can benefit any
and all in the organization who need it. What a knowledge management system typically doesn't
do is sell the knowledge that has been gained, making "selling knowledge" the correct response
here.
Objective: 12.2
30
101) Which of the following would be most likely to be an important "knowledge" that a
restaurant might make part of its knowledge management system?
A) employee phone list
B) a new logo
C) 5-pound bag of onions
D) a recipe for an onion tart
Answer: D
Explanation: D) Of the items listed, material food ingredients and a logo do not really constitute
knowledge, so they are incorrect choices. A phone list does qualify as knowledge, but is fairly
trivial knowledge and not truly part of a learning culture, so employee phone list is also
incorrect. A recipe is important knowledge that can be shared in the restaurant, making it useful
for all who cook and serve there, making a recipe for an onion tart the correct response.
Objective: 12.2
102) Top corporations find this to be the most important quality when hiring senior-level
employees.
A) honesty
B) interpersonal skills
C) technical skills
D) discipline
Answer: B
Explanation: B) Top managers at Fortune 500 companies identified interpersonal skills above
such qualities as honesty, discipline, and technical skills to describe what they were looking for
in an employee. This makes interpersonal skills the correct response and rules out all of the other
choices.
Objective: 12.3
103) What are the four essential elements of active listening?

A) intensity, concentration, empathy, acceptance
B) summarizing, integrating, empathy, concentration
C) concentration, intensity, willingness to take responsibility for actions, receptivity
D) intensity, empathy, acceptance, willingness to take responsibility for completeness
Answer: D
Explanation: D) The choice including "willingness to take responsibility for completeness"
gives the correct four elements. Intensity refers to the listener's concentration level. Empathy
involves the listener's ability to imagine herself in the speaker's "shoes." Acceptance is a measure
of the listener's objectivity. Taking responsibility for completeness refers to the listener's ability
to get the speaker's full intended meaning.
Objective: 12.3
31
104) The best way to use "idle" time when a speaker is speaking is to ________.
A) think of what you are going to say
B) think of suggestions that might help the speaker
C) summarize and integrate what you've heard
D) compose interesting questions you might ask
Answer: C
Explanation: C) A key to active listening is to focus on what the speaker is saying. Composing
questions, thinking of statements, or suggestions are all examples of failing to focus on listening,
so they are incorrect responses. Summarizing and integrating do keep the listener focused on the
speaker, so that choice is the best response for this question.
Objective: 12.3
105) Which of the following essential elements of active listening requires a listener to suspend
his or her own thoughts and feelings and focus on the thoughts and feelings of the speaker?
A) empathy
B) intensity
C) willingness to take responsibility for completeness
D) acceptance
Answer: A
Explanation: A) Empathy is the ability to understand a situation and feelings of another person,
making empathy the correct response. Intensity refers to the listener's concentration level, not the
ability to put oneself in another's shoes. Taking responsibility for completeness refers to the
listener's ability to get the speaker's full intended meaning. Acceptance is a measure of the
listener's objectivity.
Objective: 12.3
106) Which of the following essential elements of active listening requires the listener to
withhold judgment on the speaker's message?
A) acceptance
B) willingness to take responsibility for completeness
C) intensity
D) empathy
Answer: A
Explanation: A) Acceptance is a measure of the listener's objectivity and ability to avoid
prematurely passing judgment on what is being said, making acceptance the correct response for
this question. Empathy is the ability to understand a situation and feelings of another person, not
the ability to withhold judgment. Intensity refers to the listener's concentration level. Taking
responsibility for completeness refers to the listener's ability to get the speaker's full intended
meaning.
Objective: 12.3
32
107) Which of the following essential elements of active listening requires the listener to make
sure that the speaker has gotten a chance to fully express him- or herself?
A) acceptance
B) willingness to take responsibility for completeness
C) intensity
D) empathy
Answer: B
Explanation: B) Taking responsibility for completeness refers to the listener's ability not to cut
the speaker short and make sure that he or she is able to understand the speaker's full intended
meaning, making that choice the correct response for this question. Empathy is the ability to
understand a situation and feelings of another person. Intensity refers to the listener's
concentration level. Acceptance is a measure of the listener's objectivity and ability to withhold
judgment on what is being said.
Objective: 12.3
108) Which of the following essential elements of active listening requires a listener to focus
completely on what a speaker is saying?
A) willingness to take responsibility for completeness
B) empathy
C) acceptance
D) intensity
Answer: D
Explanation: D) Intensity refers to the listener's ability to concentrate fully on what the speaker
is saying, making it the correct response for this question. Empathy is the ability to understand a
situation and feelings of another person. Taking responsibility for completeness refers to the
listener's ability to get the speaker's full intended meaning. Acceptance is a measure of the
listener's objectivity and ability to withhold judgment on the speaker's point of view.
Objective: 12.3
109) Which kind of feedback is usually given promptly and enthusiastically?

A) negative feedback
B) accurate feedback
C) positive feedback
D) useful feedback
Answer: C
Explanation: C) Whether or not feedback is accurate or useful typically does not determine how
eagerly it will be given. In fact, people generally don't like to give accurate or useful feedback if
it is negative, so they avoid or delay giving it. The feedback that people are generally eager to
give is positive feedback, making positive feedback the correct response.
Objective: 12.3
33
110) Which kind of feedback is most frequently misinterpreted?
A) negative feedback
B) accurate feedback
C) objective feedback
D) gentle feedback
Answer: A
Explanation: A) People don't like to hear bad news about themselves, so when negative feedback
is given, it often gets distorted or misinterpreted by the listener, making negative feedback the
correct response. Whether feedback is accurate, objective, or gentle can all have impact on how
well it is received, but all of these factors are minor in comparison to whether or not feedback is
generally positive or negative.
Objective: 12.3
111) What is the most common response to negative feedback?

A) acceptance
B) resistance
C) indifference
D) gratitude
Answer: B
Explanation: B) In most cases, rather than gratitude, ready acceptance, or indifference, negative
feedback is met with stiff resistance, making resistance the correct response. People do not like
to hear about their deficiencies and shortcomings, and often want to dispute the veracity of the
criticism.
Objective: 12.3
112) Which kind of negative feedback is most likely to be well accepted?

A) objective
B) subjective
C) honest
D) accurate
Answer: A
Explanation: A) Honesty and accuracy rarely determine whether negative feedback will be
accepted because the receiver may often dispute any view that puts him- or herself in a negative
light. Instead, the key to acceptance of negative feedback is how objective the feedback is,
making objective the correct response and ruling out subjective. Objective feedback is accepted
more readily because it offers facts and data, two things that are hard to dispute, rather than
opinions and impressions.
Objective: 12.3
34
113) When is subjective negative feedback most likely to be accepted?
A) when the source is a trusted top manager
B) when the source is a peer
C) when the source is not a top manager
D) when the source is not part of the organization
Answer: A
Explanation: A) Negative feedback is hard for anyone to accept. When the feedback comes from
a trusted, credible source, especially someone who has status and experience in the organization,
it is most likely to be accepted, making a trusted top manager the correct response. Peers and
lower-level managers typically don't have the stature or credibility to make their criticisms
accepted, so those choices are incorrect. Outside sources are often mistrusted by employees, so
that choice is also an incorrect response.
Objective: 12.3
114) Which kind of feedback is most likely to be well accepted?

A) impersonal and subjective
B) personal and objective
C) personal and subjective
D) impersonal and objective
Answer: D
Explanation: D) Two elements make feedback most likely to be well accepted: being impersonal
and objective, making that choice the correct response. People will accept criticism if it is based
on facts and the task at hand. People tend to reject criticism if they see it as an attack on their
personal character. Similarly, objectivity is more readily accepted than subjectivity because
objectivity focuses on facts and verifiable events rather than subjective opinions which are often
suspected to be biased and unfair.
Objective: 12.3
115) Rather than call an employee "sloppy," a manager should ________.

A) call the employee careless
B) call the employee absent-minded
C) point out some of the employee's good characteristics
D) point out events in which the employee was sloppy
Answer: D
Explanation: D) While the terms careless and absent-minded are less harsh than sloppy, they are
still examples of name-calling which is often counterproductive as feedback because it just gives
the employee an excuse to be resentful. Pointing out positive characteristics is unproductive
because it avoids the problem that needed to be addressed in the first place, namely the
employee's carelessness. The best response is pointing out events which, rather than name-call,
identify actual events that can be considered by the employee and hopefully corrected.
Objective: 12.3
35
116) Rather than reprimand an otherwise productive employee for making mistakes, it is better to
________.
A) discuss how to correct the mistakes
B) point out that she could be fired
C) blame the mistakes for creating ancillary problems
D) discuss your own mistakes
Answer: A
Explanation: A) The point of feedback is to improve the situation, not place blame, make threats,
or make personal confessions. The only choice that could actually improve the situation is to
discuss how to correct the mistakes that were made, making that choice the correct response.
Objective: 12.3
117) Positive or negative feedback works best when it is given ________.

A) everyday
B) not more than a few times a year
C) shortly after the event itself
D) long after the event itself
Answer: C
Explanation: C) Feedback should be given whenever it is necessary and not be subject to a daily
or yearly quota or schedule. The best time to give feedback is shortly after the event or behavior
takes place, while it is fresh in the mind of all involved. This makes "shortly after the event" the
correct response and eliminates "long after the event" as a correct response.
Objective: 12.3
118) To make sure that feedback is likely to be constructive, it is a good idea to have the receiver
________.
A) make a verbal promise to change the behavior
B) rephrase the message to make sure it was understood
C) apologize
D) make a written promise to change the behavior
Answer: B
Explanation: B) Making promises or apologies is likely to produce resentment on behalf of the
receiver which would reduce, rather than increase, the likelihood of the feedback being
constructive. A better strategy is to ask the receiver to rephrase the feedback that was given to
make sure there is not any misunderstanding or misinterpretation of what was said and what is
being asked.
Objective: 12.3
36
119) Criticizing an employee's behavior is usually much more constructive than criticizing his
character because ________.
A) character is permanent
B) character is not permanent
C) behavior can be controlled
D) behavior cannot be controlled
Answer: C
Explanation: C) What matters for this question is that behavior can be controlled and therefore
changed fairly readily while character traits, which are permanent, cannot easily be controlled or
changed. This makes the choice indicating behavior can be controlled the correct response and
rules out all other responses.
Objective: 12.3
120) Delegation is increasing in today's business world primarily because of ________

A) smaller spans of control
B) the need for quick decisions
C) globalization
D) tighter budgets
Answer: B
Explanation: B) While globalization and tight budgets might indirectly increase delegation, the
need for organizational flexibility, agility, and quick responses to problems that arise are the
main reasons why managers delegate more today, making "the need for quick decisions" the
correct response. A smaller span of control actually decreases, rather than increases, the
likelihood of delegation, since it allows closer contact between managers and subordinates.
Objective: 12.3
121) Delegation requires that decisions are made by ________.

A) employees on their own
B) employees and managers working together
C) managers with some input from employees
D) employees with some input from managers
Answer: A
Explanation: A) When work is delegated, employees make decisions completely on their own,
making that choice the correct response. Different forms of joint employee-manager decisions
are made in participative, rather than delegated situations.
Objective: 12.3
37
122) A participation work style requires that decisions are made by ________.
A) managers only
B) employees and managers working together
C) managers and consultants
D) employees on their own
Answer: B
Explanation: B) When a participative work style is used, employees and managers make
decisions jointly rather than managers or employees making decisions on their own or managers
working with outside consultants to make decisions.
Objective: 12.3
123) Downsizing has increased delegation of work to employees by ________.

A) increasing managerial spans of control
B) decreasing managerial spans of control
C) decreasing the total amount of work to be done
D) changing the tasks that are needed to be done
Answer: A
Explanation: A) In many cases, downsizing has reduced the managerial workforce without
changing the tasks or total amount of work to be done by workers, thereby increasing the average
number of workers each manager supervises. This increase in supervisory scope amounts to an
increased span of control, making this choice the correct response and eliminating decreasing
managerial spans of control as a correct response.
Objective: 12.3
124) When managers don't properly specify what they expect, they end up ________ their
responsibility.
A) delegating rather than abdicating
B) abdicating rather than delegating
C) increasing rather than delegating
D) decreasing rather than abdicating
Answer: B
Explanation: B) When a manager delegates, he must be sure that the employees involved know
precisely what their responsibility is with respect to: what the task is, its time frame, the
performance levels that are expected, and how much decision-making power the employees can
assume. If the manager instead just dumps the task on the employees without this kind of
specific information and guidance, he is guilty of abdicating his responsibility, making
"abdicating" the correct response, and ruling out all other responses.
Objective: 12.3
38
125) To be successful, managerial delegation must include ________.
A) abdication
B) feedback controls
C) mistakes
D) no mistakes
Answer: B
Explanation: B) Mistakes are part of every learning process, so a small number of mistakes are
expected in any delegation of work. However, mistakes or an absence of mistakes are certainly
not required for successful delegation, making these two choices incorrect responses. What is
required for successful delegation is a set of meaningful feedback controls that allow the
manager to monitor the work that has been delegated and make sure it stays on track, making
feedback controls the correct response for this question. Abdication is the opposite of successful
delegation so that choice is an incorrect response.
Objective: 12.3
126) Rather than delegate too much work to employees, inexperienced managers are likely to
________.
A) do too much themselves
B) do too little themselves
C) delegate the wrong kind of tasks
D) delegate tasks that are too hard or easy
Answer: A
Explanation: A) A common mistake of inexperienced managers is to delegate too little and try to
make up for it by trying to do too much on their own by themselves. Managers need to learn to
trust their employees rather than exhaust themselves trying to do too much. This makes doing too
much themselves the correct response and eliminates doing too little as a correct response. The
other two choices are incorrect because the kind of tasks that managers delegate are not usually
related to how much they trust their employees.
Objective: 12.3
127) When delegating work, the best policy is for a manager to specify what the ________.
A) goals are and how they should be reached
B) goals are only
C) task is but not the goals
D) task is and how it should be carried out
Answer: B
Explanation: B) If possible, managers should strive to give employees as much freedom as
possible in performing a task in their own way. This means that goals alone should be provided
without specifying how those goals should be reached, making "goals only" the correct response
and ruling out "goals and how they should be reached." Allowing this freedom increases
employee motivation and trust between managers and employees. The other two choices fail to
specify goals so both responses are incorrect for this question.
Objective: 12.3
39
128) Feedback controls are designed to ________.
A) control every move that employees make
B) assess the task only after it has been completed
C) monitor progress without being constraining
D) monitor details but leave the goals to the employees
Answer: C
Explanation: C) The point of feedback controls is to make sure that a task is proceeding along a
path that is likely to be successful. To do this, managers should avoid being overly controlling,
losing sight of the "big picture" or waiting too long and jeopardizing the success of the task.
Instead, managers should monitor progress in a macro sense, being concerned with progress only
and not being overly concerned with process as long as the effort seems likely to be successful.
Objective: 12.3
129) When delegating tasks, managers should expect ________.

A) to be ignored by employees
B) secrecy on the part of employees
C) that employees will not be entirely honest
D) small mistakes made by employees
Answer: D
Explanation: D) Secrecy, dishonesty, or being ignored by employees are things that should not
be expected or tolerated by managers when they delegate tasks—all of these items are
indications that the task is not being carried out successfully. What managers should expect are a
moderate amount of small mistakes, making small mistakes the correct response. Monitoring
should be done frequently enough to ensure that the small mistakes don't turn into large mistakes.
Objective: 12.3
130) Which item was rated most important for management development programs to deal with
in a survey of managers?
A) decision making
B) leadership
C) conflict management
D) communication skills
Answer: C
Explanation: C) Though communication skills, decision making, and leadership are all
considering key management skills, the area in which managers see the most need for training is
conflict management. Studies estimate that managers spend 20 percent of their time dealing with
conflict.
Objective: 12.3
40
131) The human relations view of conflict states that conflict ________.
A) must be avoided
B) is natural and inevitable
C) is necessary for successful group performance
D) should be ignored
Answer: B
Explanation: B) The human relations view of conflict states that conflict is natural and inevitable
when groups interact, and can be a positive or negative force in a group, making natural and
inevitable the correct response. The traditional view of conflict holds that conflict is a serious
group problem and should be avoided. The interactionist view of conflict holds that conflict can
not only be positive, it is needed for groups to function successfully. No recognized view of
conflict advocates that conflict should be ignored.
Objective: 12.3
132) The interactionist view of conflict states that conflict ________.

A) is easily prevented
B) must be avoided
C) is natural and inevitable
D) is necessary for successful group performance
Answer: D
Explanation: D) The interactionist view of conflict holds that conflict not only can be positive, it
is needed for groups to function successfully, making "necessary for success" the correct
response. The human relations view of conflict states that conflict is natural, inevitable when
groups interact, and can be a positive or negative force in a group. The traditional view of
conflict holds that conflict is a serious group problem and should be avoided. No recognized
view of conflict contends that conflict can be easily prevented.
Objective: 12.3
133) Research shows that ________ conflict has a positive effect on group performance.
A) a high level of task
B) a low-to-moderate level of task
C) a high level of process
D) a moderate level of personal
Answer: B
Explanation: B) Studies show that a medium level of task conflict stimulates spirited discussions
and creative ideas and has a positive influence on group performance, making low-to-moderate
the correct response. To be functional, process conflict must exist at low, not high, levels.
Personal conflict is thought not to be functional or beneficial for groups at any level.
Objective: 12.3
134) Personal conflicts are thought ________.

A) to be beneficial at low levels
B) to be functional at moderate levels
C) always to be dysfunctional
41
D) to be dysfunctional only at high levels
Answer: C
Explanation: C) Studies show that personal conflicts have no beneficial effects—they are
dysfunctional in all cases, making that choice the correct response and ruling out all other
responses. Other forms of conflict, process conflict and task conflict, are thought to have positive
effects at low or moderate levels.
Objective: 12.3
135) The first step in initiating functional conflict is to ________.

A) challenge the views of employees
B) bring up controversial issues with employees
C) inform employees that conflict has a legitimate place in group interactions
D) bring in outside consultants who have been instructed to upset the status quo
Answer: C
Explanation: C) The most important step in stimulating conflict is to assure the group that
conflict is not always destructive or dysfunctional and that employees should welcome some
types of conflict. This makes informing employees of conflict's legitimacy the correct response
and eliminates all other responses. Challenging employees or shaking up employees with
controversy or outsiders all can be used to stimulate conflict, but they are not correct choices for
this question because they are not good "first moves" for stimulating conflict.
Objective: 12.3
136) Distributive bargaining is ________.

A) win-win bargaining
B) no-win bargaining
C) zero-win bargaining
D) zero-sum bargaining
Answer: D
Explanation: D) Distributive bargaining operates under zero-sum conditions—that is, the
algebraic sum of one party's gain is precisely equal to the other party's loss. This makes zero-sum
bargaining the correct response. Win-win bargaining identifies integrative bargaining in which
both sides gain from the negotiation rather than one side gaining at the expense of the other. No-
win and zero-win bargaining are not recognized forms of negotiation.
Objective: 12.3
42
137) Integrative bargaining is ________.
A) single-win bargaining
B) win-win bargaining
C) zero-sum bargaining
D) no-sum bargaining
Answer: B
Explanation: B) Integrative bargaining is win-win bargaining in which both sides gain from the
negotiation rather than one side gaining at the expense of the other, making win-win bargaining
the correct response. Distributive bargaining operates under zero-sum conditions—that is, the
algebraic sum of one party's gain is precisely equal to the other party's loss. Single-win and no-
sum bargaining are not recognized forms of negotiation.
Objective: 12.3
138) In a short essay, list the seven elements of the communication process and explain the
process of interpersonal communication.
Answer: The seven elements of the communication process are: (1) the communication source,
(2) the message, (3) encoding, (4) the channel, (5) decoding, (6) the receiver, and (7) feedback.
Before communication can take place, a purpose or thought that the sender wants to express,
must exist.
This thought is converted to a symbolic form (encoded) such as writing or speech and passed by
way of some medium (channel) such as a book, to the receiver, who retranslates (decodes) the
sender's message by, for example, reading or listening to it. The result is the transfer of meaning
from one person to another. The final step of the process is called feedback, in which the receiver
sends a message back to the sender verifying that the original message has been received and
understood.
Objective: 12.1
139) In a short essay, discuss the two best-known types of nonverbal communication.
Answer: Body language refers to gestures, facial expressions, and other body movements that
convey meaning. A smile expresses something very different from a frown, for example. Hand
motions, facial expressions, body movements, and other gestures can communicate emotions or
temperaments such as aggression, fear, shyness, arrogance, joy, and anger. A shrug can express
indifference. A fist pump can express resolve and determination. A thumbs-up can express cool
confidence.
Verbal intonation refers to the emphasis someone gives to words or phrases that conveys
meaning by adjusting volume, accent, timing, and tone. A soft, smooth vocal tone conveys a
different meaning from one that is harsh and abrasive, for example. Devices such as irony and
sarcasm often depend much more on verbal intonation—how the words are said—than the actual
words themselves.
Objective: 12.1
43
140) In a short essay, explain how filtering and selective perception can serve as barriers to
effective communication.
Answer: Filtering
The deliberate manipulation of information by the sender to make it appear more favorable to the
receiver is called filtering. Filtering includes selective editing or spinning of information that
makes an individual's position look positive. For example, if the rate of a city's unemployment is
increasing, the mayor might use filtering to emphasize that the rate of jobs lost has begun to
decrease, thereby emphasizing a positive rather than a negative perspective on the situation.
The extent of filtering tends to be a function of the number of vertical levels in the organization
and the organizational culture. The more vertical levels there are in an organization, the more
opportunities there are for filtering.
Selective perception
When receivers selectively see and hear based on their own needs and priorities they are being
selectively perceptive. For example, in an employee review a manager might tell an employee
that he is bright and creative, but lacks discipline, is often sloppy, and has shown himself to be a
poor team player. Rather than focus on the entire review, the employee might use selective
perception to see himself in a favorable light only, focusing on only the positive aspects of the
review—that he is bright and creative, not sloppy and undisciplined.
Objective: 12.1
44
141) In a short essay, explain how emotions and language can serve as barriers to effective
communication.
Answer: Emotions
How a receiver feels when a message is received influences how he or she interprets it. Extreme
emotions are most likely to hinder effective communication. In such instances, people often
disregard rational and objective thinking processes and substitute emotional judgments.
For example, when a manager is upset he might reject creative ideas that he would ordinarily
find intriguing. Similarly, fresh after the elation of a success, a manager might green-light an
otherwise dubious project. To avoid letting emotions have undue influence on managerial
decisions, managers should always "check their emotions at the door" and allow their emotions
the time to cool before making important decisions.
Language
Words mean different things to different people. Age, education, and cultural background are
three of the more obvious variables that influence the language a person uses and the definitions
he or she gives to words. People may speak the same language, but use of that language is far
from uniform. Senders tend to assume that the words and phrases they use mean the same to the
receiver as they do to them. This is incorrect and creates communication barriers.
An example of a language problem might include the use of profanity. A company that views
itself as "hip" or "urban" might use forms of profanity freely in its communications—something
that a more traditional organization might find inappropriate, vulgar, and even shocking.
Objective: 12.1
142) In a short essay, explain how information overload and national culture can serve as barriers
to effective communication.
Answer: Information overload
When the amount of information a person is required to work with exceeds the individual's
processing capacity, he or she is experiencing information overload. When people have more
communications than they can deal with they tend to select out, ignore, pass over, or forget
information. Or, they may put off further processing until the overload situation is over.
National culture
Interpersonal communication isn't conducted in the same way in different locations around the
world. In the United States, communication patterns tend to be individual-oriented and clearly
spelled out. U.S. managers rely heavily on formal, official written forms of communication to
establish hard-and-fast proof of their status and their intentions.
In collectivist countries, such as Japan, much more informal communication takes place, seeking
consensus before any official positions are taken or decisions are made. Interpersonal
communication is the key in Japan. Once all parties feel comfortable with a position, then they
all endorse it collectively.
Objective: 12.1
45
143) In a short essay, explain how gender can affect communication.
Answer: The differences between men and women may lead to significant misunderstandings
and misperceptions. According to research, when men talk, they try to establish status and
independence, whereas women talk to create connections and a sense of intimacy. To keep
gender differences from becoming persistent barriers to effective communication requires
acceptance, understanding, and a commitment to communicate adaptively with each other. Both
men and women need to acknowledge that there are differences in communication styles, that
one style isn't better than the other, and that it takes real effort to talk with each other
successfully.
Objective: 12.1
144) In a short essay, explain the ways that groups can "meet" through technology to
communicate and share information.
Answer: One-on-one, team, divisional, or organization-wide meetings have always been ways in
which organizations share information. The limitations of technology used to dictate that
meetings take place among people in the same physical location, but that's no longer the case.
Teleconferencing allows a group of people to confer simultaneously using telephone or email
group communications software. If meeting participants can see each other over video screens,
the simultaneous conference is called videoconferencing. Work groups, large and small, that
might be in different locations can use these communication network tools to collaborate and
share information.
Objective: 12.2
145) In a short essay, describe four of the eight recommended methods for developing active
listening skills.
Answer: Active listening is more than just hearing words; it requires you to concentrate on what
is being said and to put forth a concerted effort to understand and interpret the speaker's message.
1. Make eye contact. Making eye contact with the speaker focuses your attention, reduces the
likelihood that you will become distracted, and encourages the speaker.
2. Exhibit affirmative nods and appropriate facial expressions. The effective listener shows
interest in what is being said through nonverbal signals. These signals cue the speaker that his or
her words are being understood and appreciated.
3. Avoid distracting actions or gestures that suggest boredom. In addition to showing interest,
you must avoid actions that suggest that your mind is somewhere else. When listening, don't look
at your watch, shuffle papers, play with your pencil, or engage in similar distractions.
4. Ask questions. The critical listener analyzes what he or she hears and asks questions. This
behavior provides clarification, ensures understanding, and assures the speaker that you're
listening.
Objective: 12.2
46
146) In a short essay, describe four additional methods for developing active listening skills.
Answer:
1. Paraphrase using your own words. The effective listener uses phrases such as "What I hear
you saying is . . ." or "Do you mean . . .?" Paraphrasing is an excellent control device to check on
whether you're listening carefully and to verify that what you heard is accurate.
2. Avoid interrupting the speaker. Let the speaker complete his or her thought before you try to
respond. Don't try to second-guess where the speaker's thoughts are going. When the speaker is
finished, you'll know it.
3. Don't overtalk. Allow the speaker as much space as he or she needs. Say only what is
absolutely necessary and important.
4. Make smooth transitions between the roles of speaker and listener. The effective listener
makes transitions smoothly from speaker to listener and back to speaker. This means
concentrating on what a speaker has to say and practicing not thinking about what you're going
to say as soon as you get your chance.
Objective: 12.2
147) In a short essay, discuss how positive and negative feedback are typically given and
received.
Answer: When feedback is positive, it's likely to be given promptly and enthusiastically.
However, because people don't enjoy communicating bad news, negative feedback is often
avoided, delayed, or substantially distorted.
Receivers also treat positive and negative feedback differently. Positive feedback is more readily
and accurately perceived and accepted than negative feedback. Negative feedback is often met
with defensiveness and resistance. It seems that people want to hear good news and block out the
rest.
Objective: 12.3
47
148) In a short essay, discuss general methods that managers should use to give effective positive
and negative feedback.
Answer: Positive feedback fits what most people wish to hear and already believe about
themselves. Therefore, giving positive feedback is typically not problematic for most managers.
When giving positive feedback try to be as honest and thorough as possible.
Negative feedback is generally not what people want to hear, so managers need to be aware of
likely resistance. Research indicates that negative feedback is most likely to be accepted when it
comes from a credible source or if it's objective. A credible source is typically an individual with
high status who is generally trusted within the organization.
Negative feedback is seen as objective when it is supported by hard facts and data—numbers,
specific examples, and so on. Negative feedback that is subjective can be a meaningful tool only
for high-status, highly credible highly experienced managers. Less experienced managers should
stick to objective forms of feedback exclusively.
Objective: 12.3
149) In a short essay, describe three specific approaches that a manager can use to provide
effective feedback.
Answer:
1. Focus on specific behaviors. Feedback should be specific rather than general. Provide enough
information so the receiver knows what behaviors to correct or on what basis you concluded that
a good job has been done so the person knows what behaviors to repeat.
2. Keep feedback impersonal. Feedback, particularly the negative kind, should be descriptive
rather than judgmental or evaluative. Never criticize someone personally. When you are
criticizing, remember that you are censuring job-related behavior, not the person.
3. Keep feedback goal oriented. If you have to say something negative, make sure it is directed
toward the receiver's goals.
Objective: 12.3
48
150) In a short essay, describe three additional specific approaches that a manager can use to
provide effective feedback.
Answer:
1. Make feedback well timed. Feedback is most meaningful to a receiver when only a short
interval elapses between his or her behavior and the receipt of feedback about that behavior. The
longer you wait to give feedback, the less effective it will be.
2. Ensure understanding. Your feedback should be concise and complete enough that the receiver
clearly and fully understands your communication. If feedback is to be effective, you need to
ensure that the receiver understands it. Ask the receiver to rephrase the message to make sure
that the intended message was fully received.
3. Direct negative feedback toward behavior that the receiver can control. Little value comes
from reminding a person of some shortcoming over which he or she has no control. Negative
feedback should be directed toward behavior that the receiver can do something about.
Objective: 12.3
151) In a brief essay, identify and describe three of five steps for effectively delegating.
Answer:
1. Clarify the assignment. Determine what is to be delegated and to whom. Identify the person
most capable of doing the task and then determine whether he or she has the time and motivation
to do the job. Once you have a willing and qualified employee, provide clear information on
what is being delegated, the results you expect, and any time or performance expectations you
hold. Focus on the desired results and let the employee decide how the work is to be completed.
2. Specify employees' range of discretion. Define the decision-making latitude that the
employees will be afforded. When those parameters have been successfully communicated, both
you and employees will have the same idea of how far employees can go without further
approval.
3. Allow employees to participate. Make the process of deciding who will be held accountable
for different tasks and benchmarks a collective one in which both the manager and the employees
jointly assign responsibilities.
Objective: 12.3
49
152) In a brief essay, identify and describe two additional steps for effectively delegating.
Answer:
1. Inform others that delegation has occurred. Anyone who is likely to be affected by the
delegation needs to be informed, including people inside and outside the organization. Convey
what has been delegated and to whom. Failure to inform others makes conflict and
misunderstanding likely and decreases the chances that your employees will be able to
accomplish the delegated act efficiently.
2. Establish feedback controls. Controls to monitor employees' progress increase the likelihood
of success. Ideally, these controls should be determined at the time of initial assignment. Agree
on a specific time for completion of the task, and then set benchmark progress dates by which the
employees will report on how well they are doing and on any major problems that have surfaced.
These controls can be supplemented with periodic spot checks to ensure that things are
progressing satisfactorily.
Objective: 12.3
153) In a short essay, explain why a manager might want to stimulate conflict.
Answer: Though the idea of purposefully creating conflict may be difficult to accept, evidence
demonstrates that in some situations an increase in conflict is constructive.
An organization may benefit from conflict if several of the following exist: managers are
surrounded by "yes" people; employees are reluctant to admit uncertainties; decision makers are
excessively concerned about reaching a compromise or hurting others' feelings; managers value
maintaining the impression of peace and cooperation; employees are highly resistant to change;
or there is a lack of new ideas.
Conflict may benefit an organization that is riddled with rigid, over-cautious, timid employees by
shaking things up and injecting a measure of energy and controversy into the mix. Once things
are shaken up, successful, creative, and innovative ideas may begin to emerge.
Objective: 12.3
50
154) In a short essay, discuss methods for stimulating constructive conflict within an
organization.
Answer: The initial step in stimulating functional conflict is for managers to convey the message
that conflict has a legitimate place in the organization. This step may require changing the
culture of the organization. Individuals who challenge the status quo, suggest innovative ideas,
offer divergent opinions, and demonstrate original thinking need to be rewarded to show others
that original thinking is encouraged.
Once employees accept the idea of constructive conflict, conflict can be introduced to the
organization in a variety of ways that include:
• Threats: Reminding employees that "things around here could change" can knock an
organization out of a rut and stimulate new and exciting ways to avoid some dire set of possible
future circumstances.
• Outsiders: Another widely used method for shaking up a stagnant unit or organization is to
bring in outsiders with values and perspectives that differ from those of present members.
• Structural variables: Changing work groups, centralization, spans of control, and so on can
cause an organization to recast itself.
• A devil's advocate: A contrarion who acts as a devil's advocate acts as a check against
groupthink and complacency. A devil's advocate forces employees to rethink activities and justify
their existence.
Objective: 12.3
155) In a short essay, define negotiation and describe the distributive bargaining strategy.
Answer: Negotiation is a process in which two or more parties who have different preferences
must make a joint decision and come to an agreement. To achieve this goal, both parties typically
use a bargaining strategy.
There are two major types of bargaining strategies: distributive bargaining and integrative
bargaining. Distributive bargaining operates under zero-sum conditions; any gain you make is at
the expense of the other party, and vice versa. The essence of distributive bargaining is
negotiating over who gets what share of a fixed pie.
In distributive bargaining, each party has a target point that defines what he or she would like to
achieve. Each party also has a resistance point that marks the lowest outcome that's acceptable.
When engaged in distributive bargaining, your tactics should focus on trying to get your
opponent to agree to your specific target point or to get as close to it as possible.
Objective: 12.3
51
156) In a short essay, describe integrative bargaining and compare it to distributive bargaining.
Answer: In contrast to distributive bargaining, integrative bargaining operates under the
assumption that there is at least one settlement that can create a win-win solution. In general,
integrative bargaining is preferable to distributive bargaining because it builds long-term
relationships and facilitates working together in the future. Distributive bargaining leaves one
party a loser. It tends to build animosities and deepen divisions between people. Though
integrative bargaining is clearly preferable to distributive bargaining, it is not more common.
That is because many organizational cultures and intra-organizational relationships are not
characterized by the openness, trust, and flexibility necessary for integrative bargaining to
succeed.
Objective: 12.3
52

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Fundamentals of Management, 7e (Robbins/DeCenzo/Coulter)

Chapter 12 Communication and Interpersonal Skills

1) Everything a manager does involves communication.

2) In order to be sent, a message needs to be decoded.

3) Success in communication always involves reasoning skills.

4) Some messages do not need to be converted to symbolic forms to be sent.

5) A channel is an actual physical product.

7) One advantage of a written communication is that it provides a record of the information.

8) One disadvantage of verbal communication is that it is hard to get feedback.

10) Verbal intonation can be a part of written communication.

15) Jargon never improves communication.

19) In Japan, managers use formal communication to seek consensus.

22) Nonverbal communication is an important part of active listening.

26) A drawback to instant messaging is that it creates security problems.

36) Delegation and participation are the same thing.

41) Integrative bargaining operates under zero-sum conditions.

42) Integrative bargaining is win-win bargaining.

44) The communication process begins with this.

47) Reading is an example of this communication step.

50) The channel is the ________.

51) A spelling mistake in a message is an example of ________.

53) Feedback is a message that travels from ________.

56) Which of the following is a disadvantage of written communication?

57) Along the grapevine ________.

59) An example of nonverbal communication is ________.

60) Verbal intonation is a form of ________.

74) Filtering tends to be more prevalent in this kind of organization

75) Jargon tends to cause problems when it is used ________.

78) U.S. managers tend to rely on this style of communication.

80) The purpose of feedback is to determine whether a message was ________.

81) Feedback ________.

83) Simplifying language is most important when ________.

86) This is the primary goal of active listening.

87) Active listening is enhanced by developing ________ with the speaker.

89) Which of the following is NOT true of active listening?

90) Emotions can distort communication ________.

103) What are the four essential elements of active listening?

109) Which kind of feedback is usually given promptly and enthusiastically?

111) What is the most common response to negative feedback?

112) Which kind of negative feedback is most likely to be well accepted?

114) Which kind of feedback is most likely to be well accepted?

115) Rather than call an employee "sloppy," a manager should ________.

117) Positive or negative feedback works best when it is given ________.

120) Delegation is increasing in today's business world primarily because of ________

121) Delegation requires that decisions are made by ________.

123) Downsizing has increased delegation of work to employees by ________.

129) When delegating tasks, managers should expect ________.

132) The interactionist view of conflict states that conflict ________.

134) Personal conflicts are thought ________.

135) The first step in initiating functional conflict is to ________.

136) Distributive bargaining is ________.

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