Question 1

Define selective perception.

Accepted Answer

Selective perception means receiving com...

Question 2

Define the grapevine.What does the research tell us about this source of information?

Accepted Answer

The grapevine is the unofficial way comm...

Question 3

_________ is the deliberate manipulation of information by the sender to make it appear more favourable to the receiver.

Accepted Answer

A)  Filtering
B)  Information overload
C)  Noise pollution
D)  Selective perception

Question 4

Employees in the front line of customer care are important for customer communication because they _________.

Accepted Answer

A)  are often the first ones to hear about problems with service delivery
B)  are best trained to handle customers
C)  have relevant information to give to customers
D)  can listen actively to customers, unlike other employees.

Question 5

The channel is the _________.

Accepted Answer

A)  medium that the messages travels through
B)  noise filtering mechanism in the communication process
C)  actual physical product from the source that conveys a purpose
D)  capacity for different communication media to facilitate shared meaning

Question 6

Employees' blogs may expose proprietary company information, even if employees do not mean for that to happen.

Accepted Answer

A) True 
 B)False

Question 7

The final link in the communication process is _________.

Accepted Answer

A)  decoding
B)  feedback
C)  receiving
D)  sending

Question 8

Discuss the legal and security issues resulting from new Internet-based communication technology.

Accepted Answer

Although email, blogs, tweets and other ...

Question 9

While the speaker is speaking, active listeners use idle brain time to _________.

Accepted Answer

A)  summarise what they've heard
B)  compose interesting follow-up questions
C)  plan other important projects
D)  evaluate the ethical nature of the speaker's content

Question 10

Body language and facial expressions are the only forms of nonverbal communication.

Accepted Answer

A) True 
 B)False

Question 11

Distributive bargaining is _________.

Accepted Answer

A)  no-win bargaining
B)  zero-win bargaining
C)  zero-sum bargaining
D)  win-win bargaining

Question 12

Integrative bargaining is win-win bargaining.

Accepted Answer

A) True 
 B)False

Question 13

Terms such as BIL, NSFW and FYEO are examples of which of the following?

Accepted Answer

A)  Internet agencies
B)  Government education programs
C)  Workplace compensation bureaus
D)  Text-messaging shorthand

Question 14

The great advantage of a written message is that it _________.

Accepted Answer

A)  is formal
B)  provides a permanent record
C)  enables instant feedback
D)  is clear and easy to follow

Question 15

One particularly effective form of providing feedback is for the receiver to _________.

Accepted Answer

A)  send a written message that states 'message received'
B)  raise a hand to show that the message was received
C)  restate the message in his or her own words
D)  state 'message received' out loud

Question 16

Define extranets.List one advantage of this networked communication application.

Accepted Answer

An extranet is an organisational communi...

Question 17

Reading a transcription of a discussion allows you to perceive _________ forms of communication.

Accepted Answer

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

Question 18

The average person can take in information at a much faster rate than is communicated through speech.

Accepted Answer

A) True 
 B)False

Question 19

Employees' contribution to blogs and web services have no legal consequences for companies as long as employees make them on their own time.

Accepted Answer

A) True 
 B)False

Question 20

Collectivist countries, such as Japan, typically value _________.

Accepted Answer

A)  formal communication
B)  decisions by consensus
C)  filtering of information
D)  emails and position papers

Exam 12: Managing Communication and Information

Employees in the front line of customer care are important for customer communication because they _________.

Correct AnswerverifiedShow Answer

The great advantage of a written message is that it _________.

Correct AnswerverifiedShow Answer

Define the grapevine.What does the research tell us about this source of information?

Correct AnswerverifiedThe grapevine is the unofficial way comm...View AnswerShow Answer

Define extranets.List one advantage of this networked communication application.

Correct AnswerverifiedAn extranet is an organisational communi...View AnswerShow Answer

The average person can take in information at a much faster rate than is communicated through speech.

Correct AnswerverifiedShow Answer

Employees' contribution to blogs and web services have no legal consequences for companies as long as employees make them on their own time.

Correct AnswerverifiedShow Answer

One particularly effective form of providing feedback is for the receiver to _________.

Correct AnswerverifiedShow Answer

Terms such as BIL, NSFW and FYEO are examples of which of the following?

Correct AnswerverifiedShow Answer

Employees' blogs may expose proprietary company information, even if employees do not mean for that to happen.

Correct AnswerverifiedShow Answer

Reading a transcription of a discussion allows you to perceive _________ forms of communication.

Correct AnswerverifiedShow Answer

Body language and facial expressions are the only forms of nonverbal communication.

Correct AnswerverifiedShow Answer

The channel is the _________.

Correct AnswerverifiedShow Answer

Distributive bargaining is _________.

Correct AnswerverifiedShow Answer

Define selective perception.

Correct AnswerverifiedSelective perception means receiving com...View AnswerShow Answer

While the speaker is speaking, active listeners use idle brain time to _________.

Correct AnswerverifiedShow Answer

Discuss the legal and security issues resulting from new Internet-based communication technology.

Correct AnswerverifiedAlthough email, blogs, tweets and other ...View AnswerShow Answer

Integrative bargaining is win-win bargaining.

Correct AnswerverifiedShow Answer

The final link in the communication process is _________.

Correct AnswerverifiedShow Answer

_________ is the deliberate manipulation of information by the sender to make it appear more favourable to the receiver.

Correct AnswerverifiedShow Answer

Collectivist countries, such as Japan, typically value _________.

Correct AnswerverifiedShow Answer

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The grapevine is the unofficial way comm...
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An extranet is an organisational communi...
View Answer

Correct Answer
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Selective perception means receiving com...
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Although email, blogs, tweets and other ...
View Answer

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