Chapter 3—Planning Spoken and Written Messages
TRUE/FALSE
1. Appropriate channel selection is dependent on the purpose of your message.
ANS: T PTS: 1 DIF: Fact REF: p. 38 OBJ: 3-1 NAT: AACSB Communication: Strategy
2. Perception is limited by previous experiences and attitudes toward the sen...
,Chapter 1—Establishing a Framework for Business Communication
TRUE/FALSE
1. People communicate to satisfy needs in both their work lives and private lives.
ANS: T PTS: 1 DIF: Fact REF: p. 2
OBJ: 1-1 NAT: AACSB Communication: Interpersonal
2. A major purpose in communication is to help people feel good about themselves and their friends,
groups, and organizations.
ANS: T PTS: 1 DIF: Fact REF: p. 2
OBJ: 1-1 NAT: AACSB Communication: Interpersonal
3. Three basic purpose of communication are to feel, sense, and influence.
ANS: F PTS: 1 DIF: Fact REF: p. 2
OBJ: 1-1 NAT: AACSB Communication: Interpersonal
4. If the sender uses words the receiver does not understand, the receiver will have difficulty encoding
the message.
ANS: F PTS: 1 DIF: Fact REF: p. 4
OBJ: 1-2 NAT: AACSB Communication: Theory
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.
ANS: F PTS: 1 DIF: Fact REF: p. 4
OBJ: 1-2 NAT: AACSB Communication: Theory
6. While the sender of a message is responsible for effective encoding and the receiver for effective
decoding, both have responsibility for addressing interferences.
ANS: T PTS: 1 DIF: Application REF: p. 5
OBJ: 1-2 NAT: AACSB Communication: Theory|AACSB Critical Thinking
7. Barriers, or interferences, to communication can be completely overcome by skilled communicators.
ANS: F PTS: 1 DIF: Application REF: p. 5
OBJ: 1-2 NAT: AACSB Communication: Theory|AACSB Critical Thinking
8. A person’s self-talk that takes place within the person is referred to as interpersonal communication.
ANS: F PTS: 1 DIF: Fact REF: p. 9
OBJ: 1-3 NAT: AACSB Communication: Theory|AACSB Communication: Interpersonal
9. Upward communication from lower organizational levels to management involves risk since it is
generally feedback to downward communication.
ANS: T PTS: 1 DIF: Application REF: p. 8
, OBJ: 1-3 NAT: AACSB Communication: Theory
10. In spite of its poor reputation, the grapevine is in reality no more or less accurate than other channels.
ANS: T PTS: 1 DIF: Fact REF: p. 6
OBJ: 1-3 NAT: AACSB Communication: Theory
11. Stakeholders are those affected by decisions and can include people inside and outside the
organization.
ANS: T PTS: 1 DIF: Fact REF: p. 10
OBJ: 1-4 NAT: AACSB Ethics
12. While all actions that are ethical are legal, some actions that are legal may not be ethical.
ANS: F PTS: 1 DIF: Application REF: p. 12
OBJ: 1-4 NAT: AACSB Ethics|AACSB Critical Thinking
13. A limitation of language translation is that some words do not have an equivalent meaning in another
language.
ANS: T PTS: 1 DIF: Fact REF: p. 15
OBJ: 1-4 NAT: AACSB Diversity
14. Though people around the world speak different languages, nonverbal communication, such as
gestures and facial expressions, generally has the same meanings to all cultures.
ANS: F PTS: 1 DIF: Fact REF: p. 15
OBJ: 1-4 NAT: AACSB Diversity
15. An ethnocentrist is a person who refuses to develop sensitivity to other cultures.
ANS: T PTS: 1 DIF: Application REF: p. 14
OBJ: 1-4 NAT: AACSB Diversity
16. Email is generally a more time efficient communication channel than the phone.
ANS: T PTS: 1 DIF: Application REF: p. 16
OBJ: 1-4 NAT: AACSB Technology
17. Synergy occurs when the energy of a group is diverted to nonproductive tasks.
ANS: F PTS: 1 DIF: Fact REF: p. 17
OBJ: 1-4 NAT: AACSB Teams
18. In successful teams, leadership is likely to be shared, which requires more direct and effective
communication within the organization.
ANS: T PTS: 1 DIF: Fact REF: p. 17
OBJ: 1-4 NAT: AACSB Teams
19. While every team is a group, not every group is a team.
20. 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.
ANS: F PTS: 1 DIF: Application REF: p. 12-13
OBJ: 1-4 NAT: AACSB Ethics
21. Employees should set aside their own personal value systems when making ethical decisions for their
companies.
ANS: F PTS: 1 DIF: Application REF: p. 13
OBJ: 1-4 NAT: AACSB Ethics
MULTIPLE CHOICE
1. Differences in education level, experience, and culture or distractions such as noise, uncomfortable
room temperature, and interruptions are examples of
a. feedback.
b. interference.
c. interception.
d. decoding.
ANS: B PTS: 1 DIF: Fact REF: p. 5
OBJ: 1-2 NAT: AACSB Communication: Theory|AACSB Diversity
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
a. giving feedback.
b. interfering.
c. encoding.
d. decoding.
ANS: C PTS: 1 DIF: Application REF: p. 4
OBJ: 1-2 NAT: AACSB Communication: Theory
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
a. giving feedback.
b. interfering.
c. decoding.
d. encoding.
ANS: A PTS: 1 DIF: Application REF: p. 5
OBJ: 1-2 NAT: AACSB Communication: Theory
4. Jeff receives an email from his boss, Sharon, who is on an international trip. As Jeff interprets the
instructions from the email, he is in the act of
a. giving feedback.
b. interfering.
c. encoding.
d. decoding.
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