Question 1

The service delivery process involves all of the following except the _________.

Accepted Answer

A) marketing offer 
B) organisation 
C) customer 
D) person providing the service 
A) marketing offer 
B) organisation 
C) customer 
D) person providing the service

Question 2

The average listener can understand language at a rate that is _________ the average speaker can speak.

Accepted Answer

A) much faster than 
B) much slower than 
C) the same rate as 
D) a little bit slower than 
A) much faster than 
B) much slower than 
C) the same rate as 
D) a little bit slower than

Question 3

When an auto industry manager raves about plans for a car design and fails to see the flaws in the model, he is engaging in this.

Accepted Answer

A) Confidence overload 
B) Selective perception 
C) Filtering 
D) Emotional dissonance 
A) Confidence overload 
B) Selective perception 
C) Filtering 
D) Emotional dissonance

Question 4

Active listening requires making super-quick judgments while a person is speaking.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is an example of a noise?

Accepted Answer

A) Alison surveys her employees about their favourite restaurant 
B) Rashmi sends an emotional email to her manager about another colleague 
C) Jack asks the new employee if she is married 
D) Max's audio drops out during his Webinar 
A) Alison surveys her employees about their favourite restaurant 
B) Rashmi sends an emotional email to her manager about another colleague 
C) Jack asks the new employee if she is married 
D) Max's audio drops out during his Webinar

Question 6

Characteristics such as whether the channel is personal or impersonal and the speed at which messages can be sent determine _________

Accepted Answer

A) noise level 
B) jargon 
C) media richness 
D) decoding 
A) noise level 
B) jargon 
C) media richness 
D) decoding

Question 7

Explain how information overload and national culture can serve as barriers to effective communication.

Accepted Answer

When the amount of information a person

Question 8

How does gender affect communication?

Accepted Answer

The differences between men and women ma

Question 9

Communities of practice _________.

Accepted Answer

A) are places where negotiations take place 
B) involve cultivating a learning culture in which organisational members systematically gather knowledge and share it with others 
C) are groups of people who share a concern about a topic and deepen their knowledge in that area through ongoing interactions 
D) work on developing effective communication processes for organisations 
A) are places where negotiations take place 
B) involve cultivating a learning culture in which organisational members systematically gather knowledge and share it with others 
C) are groups of people who share a concern about a topic and deepen their knowledge in that area through ongoing interactions 
D) work on developing effective communication processes for organisations

Question 10

An active listener should not interrupt the speaker by asking questions.

Accepted Answer

A) True 
 B)False

Question 11

A _________ is the actual physical product encoded from the source.

Accepted Answer

A) noise 
B) purpose 
C) message 
D) channel 
A) noise 
B) purpose 
C) message 
D) channel

Question 12

Define empathy.

Accepted Answer

Empathy requires you to put yo

Question 13

A live singing performance allows a listener to perceive _________ forms of communication.

Accepted Answer

A) verbal, body language and verbal intonation as 
B) only verbal 
C) only nonverbal 
D) body language, facial expressions and verbal intonation as 
A) verbal, body language and verbal intonation as 
B) only verbal 
C) only nonverbal 
D) body language, facial expressions and verbal intonation as

Question 14

Define verbal intonation.

Accepted Answer

Verbal intonation refers to th

Question 15

Which of the following is a potential security risk for a company?

Accepted Answer

A) An employee describing the coding strategy his team used to develop a new app 
B) An employee tweeting the details of the company's fundraiser event 
C) An employee listing the three top qualities that his boss looks for in new recruits 
D) An employee posting on their personal blog a solution to a technical problem with a commonly used software 
A) An employee describing the coding strategy his team used to develop a new app 
B) An employee tweeting the details of the company's fundraiser event 
C) An employee listing the three top qualities that his boss looks for in new recruits 
D) An employee posting on their personal blog a solution to a technical problem with a commonly used software

Question 16

Verbal intonation can be a part of written communication.

Accepted Answer

A) True 
 B)False

Question 17

Research indicates that employees can lose an average of two hours per week processing unnecessary emails.

Accepted Answer

A) True 
 B)False

Question 18

Managers can encourage ethical communication by establishing clear guidelines for ethical behaviour.

Accepted Answer

A) True 
 B)False

The service delivery process involves all of the following except the _________.

The average listener can understand language at a rate that is _________ the average speaker can speak.

When an auto industry manager raves about plans for a car design and fails to see the flaws in the model, he is engaging in this.

Active listening requires making super-quick judgments while a person is speaking.

Which of the following is an example of a noise?

Characteristics such as whether the channel is personal or impersonal and the speed at which messages can be sent determine _________

Explain how information overload and national culture can serve as barriers to effective communication.

How does gender affect communication?

Communities of practice _________.

An active listener should not interrupt the speaker by asking questions.

A _________ is the actual physical product encoded from the source.

Define empathy.

A live singing performance allows a listener to perceive _________ forms of communication.

Define verbal intonation.

Which of the following is a potential security risk for a company?

Verbal intonation can be a part of written communication.

Research indicates that employees can lose an average of two hours per week processing unnecessary emails.

Managers can encourage ethical communication by establishing clear guidelines for ethical behaviour.

Managers and Management

The Managerial Environment

Foundations of Decision Making

Foundations of Planning

Organisational Structure and Design

Managing Human Resources

Managing Change and Innovation

Foundations of Individual Behaviour

Understanding Groups and Managing Work Teams

Motivating and Rewarding Employees

Leadership and Trust

Foundations of Control

Filters

Exam 12: Managing Communication and Information

The service delivery process involves all of the following except the _________.

The average listener can understand language at a rate that is _________ the average speaker can speak.

When an auto industry manager raves about plans for a car design and fails to see the flaws in the model, he is engaging in this.

Active listening requires making super-quick judgments while a person is speaking.

Which of the following is an example of a noise?

Characteristics such as whether the channel is personal or impersonal and the speed at which messages can be sent determine _________

Explain how information overload and national culture can serve as barriers to effective communication.

How does gender affect communication?

Communities of practice _________.

An active listener should not interrupt the speaker by asking questions.

A _________ is the actual physical product encoded from the source.

Define empathy.

A live singing performance allows a listener to perceive _________ forms of communication.

Define verbal intonation.

Which of the following is a potential security risk for a company?

Verbal intonation can be a part of written communication.

Research indicates that employees can lose an average of two hours per week processing unnecessary emails.

Managers can encourage ethical communication by establishing clear guidelines for ethical behaviour.

Managers and Management

The Managerial Environment

Foundations of Decision Making

Foundations of Planning

Organisational Structure and Design

Managing Human Resources

Managing Change and Innovation

Foundations of Individual Behaviour

Understanding Groups and Managing Work Teams

Motivating and Rewarding Employees

Leadership and Trust

Foundations of Control

Filters