TEST BANK
OF BCOM 6TH EDITION BY LEHMAN, DUFRENE
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Chapter 1—Establishing a Framework for
Business Communication
TRUE/FALSE
1. People communicate to satisfy needs in both
their work lives and private lives.
2. A major purpose in communication is to help
people feel good about themselves and their friends, groups, and organizations.
3. Three basic purpose of communication are to
feel, sense, and influence.
4. If the sender uses words the receiver does
not understand, the receiver will have difficulty encoding the message.
5. The sender’s primary objective is to decode
the message so that the message received is as close as possible to the message
that is sent.
6. While the sender of a message is responsible
for effective encoding and the receiver for effective decoding, both have
responsibility for addressing interferences.
7. Barriers, or interferences, to communication
can be completely overcome by skilled communicators.
8. The “grapevine” is a part of an
organization’s formal communication network and should be used effectively.
9. In spite of its poor reputation, the
grapevine is in reality no more or less accurate than other channels.
10. Upward communication from lower organizational levels to
management involves risk since it is generally feedback to downward
communication.
11. Stakeholders are interested people only external to an
organization affected by decisions.
12. Stakeholders are those affected by decisions and can include
people inside and outside the organization.
13. When ABC Company makes a legal decision that complies with
contractual agreements, one can accurately assume that it is an ethical
decision because it is legal.
14. While all actions that are ethical are legal, some actions that
are legal may not be ethical.
15. Employees should set aside their own personal value systems when
making ethical decisions for their companies.
16. Though people around the world speak different languages,
nonverbal communication, such as gestures and facial expressions, generally has
the same meanings to all cultures.
17. An ethnocentrist is a person who refuses to develop sensitivity to
other cultures.
18. A limitation of language translation is that some words do not
have an equivalent meaning in another language.
19. Synergy occurs when the energy of a group is diverted to
nonproductive tasks.
20. In successful teams, leadership is likely to be shared, which
requires more direct and effective communication within the organization.
21. Grouping employees into a team structure does not guarantee they
will function as a team.
MULTIPLE CHOICE
1. Differences in education level, experience,
and culture or distractions such as noise, uncomfortable room temperature, and
interruptions are examples of
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a.
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feedback.
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b.
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interference.
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c.
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interception.
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d.
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decoding.
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2. Sharon, an executive traveling on an
international assignment, is preparing instructions to email to her staff
during the trip. Carol is in the act of
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a.
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giving feedback.
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b.
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interfering.
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c.
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encoding.
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d.
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decoding.
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KEY: Bloom's: Application
3. Javon explains a new policy to his staff
which prohibits the use of office computers for personal email. Several of the
employees frown at the news and one staff member makes a sarcastic remark.
Steve’s staff is
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a.
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giving feedback.
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b.
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interfering.
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c.
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decoding.
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d.
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encoding.
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4. Jeff tells Judy about the possible changes in
overtime policy the company is going to adopt.
Although no official announcement has been made, Judy knows someone who
works in HR who says changes will be made.
The exchange of information occurs through which communication network?
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a.
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orangizational
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b.
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formal
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c.
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indirect
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d.
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grapevine
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5. Which of the following is an example of
communication that typically comes through an informal communication network?
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a.
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organizational charts
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b.
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job descriptions
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c.
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online chats
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d.
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procedure manuals
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6. An organizational chart is a graphic
representation of ____
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a.
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informal communication channels within
the organization.
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b.
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both informal and formal communication
channels within the organization.
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c.
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formal communication channels within
the organization.
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d.
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external communication channels
utilized by the organization.
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7. The grapevine in an organization
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a.
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is typically no more or less accurate
than other channels.
|
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b.
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serves no necessary purpose; thus,
managers should work to eliminate it.
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c.
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passes a message in single file from
person to person until it finally reaches the end of the line.
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d.
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has a single, consistent source.
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8. The ____ communication channel is created by
management to control individual and group behavior and to achieve the
organization’s goals.
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a.
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informal
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b.
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formal
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c.
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email
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d.
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oral
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9. Chantell is the manager of the claims
department for a large insurance company. She has a one-hour meeting with her
staff to explain the new claim form which the company will use next month. This
is an example of which type of organizational communication?
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a.
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upward
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b.
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downward
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c.
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horizontal
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d.
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grapevine
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10. Juanita is providing formal feedback to Zhenyu concerning his
performance. This typifies which type of
information flow?
|
a.
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downward
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b.
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upward
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c.
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lateral
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d.
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horizontal
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11. Intrapersonal communication occurs when
|
a.
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two people are involved in the
process.
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b.
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teamwork dynamics contribute to the
feedback.
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c.
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individuals from two different
organizations communicate effectively.
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d.
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an individual processes information
individually.
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12. In downward communication management attempts to ____ activities
within an organization while with horizontal communication management hopes to
____ them.
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a.
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control; coordinate
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b.
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coordinate; contain
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c.
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coordinate; control
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d.
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conduct; control
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13. Which of the following is NOT a contextual force
that affects communication?
|
a.
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team environment
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b.
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diversity challenges
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c.
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changing technology
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d.
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economic downturn
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14. A supervisor on the night shift at a manufacturing plant is told
to dump chemicals used in the refining process rather than dispose of them
properly according to safety regulations. The owner of the company insists that
the chemicals are not harmful to the environment, but the supervisor knows that
the dumping is illegal. The supervisor believes that he will lose his job if he
reports the problem to authorities at the Environmental Protection Agency. This
is an example of which potential cause of unethical behavior?
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a.
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obsession with personal advancement.
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b.
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excessive emphasis on profits.
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c.
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uncertainty about whether an act is
wrong.
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d.
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Unwilling to stand for what is right.
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15. You are faced with a work-related ethical dilemma. In deciding
what action to take, you would:
|
a.
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Check the company code of ethics to
see if the action is prohibited.
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b.
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Check legal implications and the
company code of ethics, and then decide if the action is personally ethical.
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c.
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Check with colleagues to see if they
would take the action.
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d.
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Check the legal implications and feel
free to take the action if it is not illegal.
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16. Many leading figures in recent corporate scandals were never
convicted of a crime. Which of the following best describes their behavior:
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a.
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Behavior that is illegal and unethical
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b.
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Behavior that is illegal, yet ethical
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c.
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Behavior that is legal, yet unethical
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d.
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Behavior that is both legal and
ethical
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17. Which of the following is FALSE concerning
stereotyping?
|
a.
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Stereotyping interferes with the
observer being able to understand the other person.
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b.
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Stereotyping is reinforced when the observer
sees a behavior that conforms to the stereotype.
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c.
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Stereotyping aids in communication by
categorizing cultures into distinct groups that have similarities.
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d.
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Stereotyping can occur concerning any
group of people.
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18. Which of the following statements about culture is true?
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a.
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Culture is inborn from the moment of
birth.
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b.
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Components of culture such as value of
the individual, value placed on materialism, work ethic, etc. are distinct,
unrelated elements.
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c.
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Stereotyping allows one to form
accurate mental pictures of the main characteristics of another group.
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d.
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None of the above statements are true.
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19. Which of the following are NOT barriers to
intercultural communication?
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a.
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Ethnocentrism, stereotypes, and
translation limitations
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b.
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Chronemics, proxemics, and kinesics
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c.
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Synergy, decentralized decision
making, and cross functional teams
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d.
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All of the above are barriers
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20. Which of the following is true of personal space requirements?
|
a.
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The study of space requirements is
known as chronemics.
|
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b.
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In the United States culture, very
little personal space is expected or required as compared to other cultures
of the world.
|
|
c.
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Space operates as a language, just as
time does.
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d.
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All of the above statements are true.
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21. Which of the following best describes the common attitude that
those from the U.S, Canada, and northern Europe have about the concept of time?
|
a.
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Time is money.
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b.
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The early bird gets the worm.
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c.
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Time is like air.
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d.
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Important things take more time than
unimportant things.
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22. Which of the following statements about language translation is FALSE?
|
a.
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A translator must work with thoughts
in two languages.
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b.
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Words in one language may not have
equivalent meanings in some other languages.
|
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c.
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Cultural barriers can affect the
accuracy of language translation.
|
|
d.
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People generally resent the simple
efforts of a person of another culture to learn a few common phrases in the
new language.
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23. In confronting the international problems caused by lack of
language training, the MOST useful advice for North
Americans is to
|
a.
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be glad that English is used so widely
for business transactions and not be overly concerned with the need for
knowing other languages.
|
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b.
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try to acquire second language skills
if possible, or at least learn a few words in the language of your audience.
|
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c.
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expect business representatives of
other countries to know English.
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d.
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always travel with an interpreter.
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24. Which of the following is NOT an advantage of
databases in helping managers to make decisions?
|
a.
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data organization
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b.
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data integrity
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c.
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data security
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d.
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data legality
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25. Data integrity refers to which of the following advantages of
databases?
|
a.
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The ability to organize large amounts
of data
|
|
b.
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The assurance that data will be
accurate and complete
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c.
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The assurance that the data are secure
because access to a database is controlled through several built-in data
security features
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d.
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The assurance that data can be
transmitted quickly and efficiently over long distances
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26. The single most important aspect of successful teamwork is
|
a.
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shared leadership.
|
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b.
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diversity of group members.
|
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c.
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effective communication.
|
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d.
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problem solving and consensus.
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27. Which of the following is FALSE concerning teams?
|
a.
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A group must go through a
developmental process to begin functioning as a team.
|
|
b.
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Team members need training in problem
solving, goal setting, and conflict resolution.
|
|
c.
|
The self-directed work team can become
the basic organizational building block to help assure success in dynamic
global competition.
|
|
d.
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Skills for successful participating in
team environments are the same as those for success in traditional
organizations.
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28. Which of the following is typically true of work teams?
|
a.
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Although the concept of work teams has
been widely used in the U.S. for some time, it has not gained significant
support in other countries.
|
|
b.
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Work teams occasionally experience a
drain on their collaborative energy; this drain is referred to as synergy.
|
|
c.
|
Employees in a self-directed work team
handle a wide array of functions and work with a minimum of direct
supervision.
|
|
d.
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Work team members typically set their
own goals without management input and plan how to work to achieve those
goals.
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29. Communication in successful work teams
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a.
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is the same as the process of
communication in traditional organizations.
|
|
b.
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is affected primarily by trust
building and shared leadership.
|
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c.
|
places reduced emphasis on listening,
problem solving, and conflict resolution.
|
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d.
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replaces vertical information flow
with horizontal flow.
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30. In a distributed leadership team environment, the role of the
leader is BEST described as
|
a.
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the leader remaining in the position
until the team is dissolved.
|
|
b.
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any member of the team becoming the
leader at various times.
|
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c.
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a non-existent role.
|
|
d.
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the leader being dictatorial when
needed.
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SHORT ANSWER
1. Explain the components of the communication
process and why challenges can occur.
2. Explain the challenges involved for both the
sender and the receiver in the communication process.
3. Illustrate and explain four ethical
dimensions of business behavior; give two examples of behaviors that fit each
dimension.
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|
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4. List six barriers to intercultural
communication and provide an example of each barrier.
5. Discuss the major strengths of teams.
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