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Frank Whitley, CEO of ParaGold, announced, "As part of our cost-cutting campaign, we're going to remove two layers of management. That cost reduction will create an added benefit of preserving intact the corporate messages that I communicate from my office, to all levels of the organization. I'm afraid that, in the past couple of years, our employees have received distorted or incomplete messages after having passed through multiple layers of management." Frank was acknowledging that


A) filtering of downward communication is less of a problem in flatter organizations.
B) perception of downward communication is always positive in a flatter organization.
C) open-book management can never be employed in a tall organization.
D) information overload is always a problem in tall organizations.
E) inconsistent communication never occurs in a flatter organization.

F) All of the above
G) A) and C)

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What are the advantages and disadvantages of oral communication?

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The advantages of oral communication are...

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Raul told his protégé, "Bill, during your career as a manager, you will sometimes encounter problems with upward communications from your employees. For example, your employees may filter what they tell you, share only good news, and suppress bad news for several reasons, including they


A) want to appear competent; they mistrust you; and they do not want to shield you from problems."
B) do not trust you; they fear you will 'punish the messenger'; and they do not want to shield you from problems."
C) want to appear competent; they fear you will 'punish the messenger'; and they believe they are helping you."
D) trust you implicitly; they fear you will 'punish the messenger'; and they believe they are helping you."
E) want to appear competent; they trust you implicitly; and they believe they are helping you."

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

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An advantage of electronic communication within organizations compared to other methods is that


A) it takes less time to make higher-quality group decisions.
B) it reduces time and expenses devoted to traveling.
C) there is lesser risk of leaks or negative portrayals.
D) there is enhanced ability to solve complex problems.
E) it is easier to pick up subtle, nonverbal clues.

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

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________ is a process in which information flows in a single direction, from a sender to a receiver, with no feedback loop.


A) Participative decision making
B) Reverse mentoring
C) One-way communication
D) Participative problem solving
E) Interactive communication

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

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What are the advantages and disadvantages of written communication?

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The advantages of written communication ...

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Describe the disadvantages of using electronic media at work.

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The disadvantages of using electronic me...

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Barney prefers one-on-one conversation. And Fred agrees that type of communication has its place, but that electronic communications, such as e-mail, Twitter, and Facebook, have a key advantage in that


A) sensitive or private information can be safely transmitted.
B) information can be shared rapidly with a large number of people.
C) higher-quality decisions can be made in comparison to face-to-face communication.
D) complex problems can be solved effectively.
E) more trust is engendered among users than with face-to-face communication.

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

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A(n) ________ is an example of company grapevine communication.


A) annual general meeting for all the shareholders
B) job interview between a manager and a job applicant
C) training session with a department head
D) informal conversation between colleagues about their new manager
E) salary negotiation between an employee and the human resource manager

F) A) and C)
G) C) and E)

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When making a presentation to an audience who speaks a different language,


A) repeat each important idea using different words to explain the same concept.
B) eliminate facial and hand gestures as they distract the audience.
C) use passive verbs.
D) use colloquial expressions frequently.
E) avoid pausing between sentences.

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

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An advantage of written communication is that it


A) allows scope for immediate feedback.
B) is more persuasive than oral communication.
C) gives a sender complete control over where and when a message is read.
D) is a permanent record that can be saved.
E) makes it easier for a receiver to sense a sender's sincerity than oral communication does.

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

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Alejandra, a manager, sends an e-mail warning Cameron, a subordinate, of disciplinary action to be taken if he continues to spend too much time on personal phone calls. However, Cameron did not attach too much importance to the e-mail, thinking it was just a passing reminder. Which of the following is a reason why Alejandra should have spoken to Cameron directly and avoided the use of e-mail?


A) Electronic media leaves a permanent record of communication for later reference.
B) Electronic media encourages more people to participate and share their ideas with.
C) Electronic media prevents interpretation of subtle nonverbal cues conveyed by a sender.
D) Electronic media increases time and expenses related to traveling, photocopying, and mailing.
E) Electronic media is an ineffective tool for communicating routine messages.

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

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Emma took an extended break from work because she wanted to take a three-month course in geneaology. However, her supervisor refused to grant her leave, explaining to her in a face-to-face meeting that there were too many projects with deadlines nearing, and he could not afford to let employees take long breaks. Although argumentative at first, Emma understood and consented to stay. Why was oral communication more appropriate than written communication for Matthew to use in this situation?


A) Oral communication can be revised several times before being sent.
B) Oral communication is more persuasive than written communication.
C) Oral communication provides no opportunity for questions to be asked and answered.
D) Oral communication provides more time to analyze the message than written communication.
E) Oral communication becomes a permanent record that can be saved.

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

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________ is a transmission of information wherein the receiver of a message provides feedback and the sender is receptive to the feedback.


A) Two-way communication
B) Mass communication
C) Groupthink
D) Intrapersonal communication
E) Filtering

F) A) and E)
G) C) and E)

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"Hey, boss, I heard on the office grapevine that the company is up for sale. What have you heard?" asked Ulysses. "That's absolutely false," said Andrew. "I know for a fact that one of our competitors planted that rumor. I need to neutralize that rumor." Why does Andrew believe that he needs to neutralize the rumor?


A) The grapevine is a formal communications network that should be under management control.
B) The grapevine cannot teach employees how to do their work successfully.
C) The grapevine can be destructive when erroneous misinformation proliferates and harms operations.
D) The grapevine, as an informal communications network, does not provide information or solve problems.
E) The grapevine, like all informal communications networks, must be suppressed.

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

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"Boss, I frequently hear gossip and rumors on the grapevine-some of it rather disturbing. How do you advise that I deal with this information?" asked Bobby. Sam replied, "In my experience as an employee and as a manager, I advise you to


A) seek more information without stirring the pot."
B) plant a false rumor to track its communication path."
C) not develop a network of people."
D) avoid the grapevine."
E) amplify the gossip, electronic or whispered, to flush out the source."

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

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What are the advantages and disadvantages of two-way communication over one-way communication?

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Two-way communication is more ...

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"Wow, my previous employer never did this," whispered Dylan to his coworker during the monthly staff meeting. "Now I'm seeing my new division manager present internal-confidential financial information in a meeting." His coworker replied, "Our division manager has said that this information needs to be easily available to our staff so that our organization can function better." As described here, Dylan's division is an example of a ________ organization.


A) nonverbal
B) virtual
C) boundarylessness
D) grapevine
E) filtering

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

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When you withhold, ignore, or distort information, you are using the process of


A) filtering.
B) decoding.
C) perception.
D) nonverbal behavior.
E) verbal behavior.

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

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Noor complained, "Too many of my staff hear what they want to hear, instead of what I tell them." His manager, Sivan, replied, "Do not get too frustrated. Remember, it is a human tendency to ________ subjectively, and this tendency results in ineffective communication."


A) filter and distort
B) cue and gesture
C) filter and perceive
D) coach and perceive
E) withhold and perceive

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

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