1. Which of the following is not a constituent part of the standard communication model?
a. Attentiveness
b. Sender
c. Receiver
d. Encoding
2. Extraversion and introversion describe the kind of information people pay attention to.
a. true
b. false
3. One use of reports is to offer guidance on decisions on particular issues.
a. true
b. false
4. Which of the following is not a source of conflict in organizations?
a. Corporate vision and mission
b. Resource allocation
c. Schedule determination
d. Interdependency of players
5. An assertive and people-focused social style is also known as:
a. driving behavior
b. expressive behavior
c. amiable behavior
d. the Jekyll and Hyde syndrome
6. A highly 'non-directive' management style is called:
a. a democratic style
b. a participative style
c. a laissez-faire style
d. an autocratic style
7. According to Alfie Kohn, which of the following is not an example of what can cause rewards to backfire?
a. Rewards rupture relationships
b. Rewards become an entitlement
c. Rewards may cause employer's to be unnecessarily picky during staff performance appraisals
d. Rewards distort the meaning of the job
8. When speaking before a television camera, it is a good practice to do any of the following, except:
a. wear your best jewelry
b. dress appropriately
c. wear make up
d. have your speaker notes
9. Writing notes during a telephone conversation or during a teleconference call is unacceptable behavior.
a. true
b. false
10. A prime leadership role in today's chaotic business environment is:
a. path finding
b. organizing
c. controlling
d. administration
11. Project management is a perfect example of a management situation where managers find themselves having responsibility without authority. In order to work to build authority under these conditions, project managers must:
a. issue strong and clear orders
b. exercise political skills
c. adopt a crisis management style
d. adopt Machiavellian tactics
12. According to the 'Emotional Intelligence' school of thought, which of the following is the most significant predictor of an individual's success in an organization?
a. Logical-mathematical intelligence
b. Bodily-kinesthetic intelligence
c. Linguistic intelligence
d. Empathetic ability
13. Grapevine is a formal channel for communication flow in organizations.
a. true
b. false
14. To succeed in a changing business environment, Dale Carnegie recommends that leaders must:
a. adopt autocratic style of management
b. harness the mighty power of enthusiasm
c. be impersonal
d. depend on position power
15. Which of the following is not an example of organizational culture?
a. Tolerance for risk and change
b. Ethnicity
c. Emotional support
d. Degree of structure
16. Learning how the system works so that you can work the system is an example of which type of authority?
a. Positional authority
b. Expert authority
c. Bureaucratic authority
d. Initiative authority
17. Studies of gender differences in communication suggest that:
a. boys emphasize competition while girls emphasize cooperation
b. there are no gender differences
c. they can be ignored because in practice they have little bearing on how people behave
d. they are rooted in psychological experiences children have with their parents
18. With ascription-oriented cultures, people in the work environment:
a. tend to be impressed with titles and status
b. are rewarded on the basis of their achievements
c. tend to dress in a conforming fashion
d. encourage the creative expression of ideas
19. It is simply impossible to be successful in business and at the same time maintain ethical integrity.
a. true
b. false
20. According to the experts, the 2020 organizations will possess one of the following characteristics:
a. Heavily analytical approaches to problem-solving
b. Increased rigidity in organizational culture
c. Increased product orientation
d. Learning as a core competency
21. Social expressivity means:
a. ability to speak flawlessly and engage others in social interaction
b. general knowledge of social norms
c. skill at self-presentation and at playing various social roles
d. the capacity to handle people effectively in difficult social situations
22. Effective criticism entails:
a. not appearing judgmental when delivering the criticism
b. criticizing people publicly, so that everyone learns a lesson
c. being very frank and honest, regardless of how it affects the person being criticized
d. providing praise to counteract each criticism
23. Message competition is an example of:
a. how competition among firms can disrupt communication flows
b. communication barriers within an organization
c. lack of etiquette in communication
d. unorganized flow of messages from external sources into an organization
24. An advantage of the smoothing approach to conflict resolution is that, this approach does not require managers to have great intervention skills.
a. true
b. false
25. Which of the following is not a characteristic of today's business environment?
a. Stability
b. Shortened product life-cycle
c. Organizational flattening
d. Outsourcing
26. It is appropriate to designate as a customer anyone who will be affected by an organization's actions or can in turn affect its efforts.
a. true
b. false
27. A top-down approach for designing a report consists of the following steps, except:
a. create a high level outline
b. check the outline for internal consistency
c. add graphic art works
d. annotate the outline with some detail
28. The following are some of the special challenges of managing virtual teams, except:
a. How to contact other members using new communication technology
b. How to arrange meetings when members are geographically dispersed
c. How to develop a sense of commitment to the team among players who may never see each other
d. How to monitor and reward team performance
29. Customer partnering means that:
a. loyal customers stand the chance of being given stock options in a company
b. loyal customers can become equity partners in a company after a specified period of time
c. the company and its customers work closely together
d. loyal customers become part owners of a company
30. On projects, a high dependency on the project manager is a symptom of a poorly functioning team.
a. true
b. false
31. To ensure effective delivery, a speaker should avoid disfluencies.
a. true
b. false
32. The conflict resolution method that imposes a solution on conflicting parties is called:
a. compromise
b. problem-solving
c. forcing
d. smoothing
33. What are the three E's of leadership?
a. Economize, empathize, envision
b. Empathize, express, excite
c. Envision, energize, enable
d. E-manage, e-communicate, e-learning
34. With respect to suppliers, co-location means that an organization seeks to:
a. relocate to where its key supplier is
b. have its suppliers' representatives physically located at its premises working with the company's workers
c. share a common office space with all of its major suppliers
d. have its employees play a supplier role
35. One way of dealing with criticism that you think is unfair is:
a. to point out to the critic that nobody is perfect
b. to demonstrate to the critic that you are aware of his/her failings
c. to write a letter to senior management explaining to them the real situation
d. acknowledge the critics point of view without acquiescing to it
36. According to Katzenbach and Smith, which of the following is a true characteristic of an effective team?
a. Members bond together
b. Members are able to get together in an ad hoc circumstances
c. Members reach decisions through the use of acclamation
d. Members are committed to achieving well-defined performance objectives
37. In beginning a presentation, what is the first essential thing the presenter needs to do?
a. Go straight into the details of the presentation to save time
b. State the thesis of the presentation
c. Tell a joke as an ice-breaker
d. Make it clear to the audience that he/she does not have all the answers
38. Which of the following is an example of relational business communication?
a. Working with the media
b. Communicating
c. Team communication
d. Conflict and stress management communication
39. The importance of the speed-time differential concept is that:
a. it helps analyze the predictable communications behavior of employees
b. it measures different speeds by which individuals communicate their ideas
c. it represents the difference between listening speed and speaking speed
d. it measures how different time zones affect the speed of communications
40. A characteristic of an environment that supports effective communications in organizations is:
a. all members speak with one voice
b. a closed communication climate is established to protect intellectual property
c. information flows in the organization on a need-to-know basis
d. acquisition and deployment of information technology to enhance information flow
41. When making a presentation in the afternoon, the wisest thing to do is for the speaker is to avoid speaking in a booming voice.
a. true
b. false
42. Which of the following is not an objective of performance reviews?
a. Let the employee know where he or she stands
b. Improve management-employee relationships
c. Provide documentation of views on performance
d. Punish poor performance
43. Poor listeners typically maintain a closed body position.
a. true
b. false
44. Characteristics of a good negotiator include each of the following characteristics except:
a. a desire to gain as much as possible by reducing the gains of the opposing side
b. the capacity to persuade others to do what he/she wants
c. flexibility to adopt to new developments and opportunities
d. ability to think creatively
45. To adopt a win-win strategy in negotiation amounts to negotiating from a position of weakness. A win-win strategy results in pandering to the wishes of the opponent.
a. true
b. false
46. The principles of ethical behavior discussed in the course includes each of the following, except:
a. predilection
b. persistence
c. pride
d. perspective
47. A belief in valence is associated with which one of the following motivational theories?
a. Equity theory
b. McClelland's 3-Need Theory
c. Expectancy Theory
d. Herzberg's hygiene factors
48. A desired trait of a leader is the capacity for emotional stability.
a. true
b. false
49. Conflict is a form of risk and must be avoided by management.
a. true
b. false
50. To sustain the attention of the audience throughout the presentation, it will be advisable for the presenter to:
a. speak at a constant space
b. maintain the same tone
c. vary the pace and content of the presentation
d. avoid projecting his or voice aggressively