The Memorandum (Scenario) George Wilberson is an engineer by training and manager of a work team…

The Memorandum (Scenario)

George
Wilberson is an engineer by training and manager of a work team that consists
of two engineers, four production workers, an accountant, and a purchasing
manager. They are about to embark on a new project for their company. George
has prepared a memorandum for the work team explaining to them the objectives
of the work team. Some of the production workers and the accountant have come
to see George and ask for clarification about the memorandum.

96)
George held a meeting with the work team to determine what had gone wrong. It
was determined that members of the work team had many varied experiences in the
company, different technical backgrounds, and varying emotions about working on
the assignment. These differences among the work team members created ________
for George’s communication.
A)
encoded messages
B)
noise
C)
decoding
D)
feedback

97)
The accountant, in particular, stated to George that he had difficulty
understanding some of the technical terms used in the memorandum. These
technical terms are commonly known as ________.
A)
encoding
B)
the channel
C)
noise
D)
jargon

98)
The team began work on the project and reported to George that they had started
doing as he had asked in the memorandum, but George noticed immediately that
the work team did not appear to be doing what he thought that they should. The
work team’s performance provided George with ________.
A)
noise
B)
decoding
C)
feedback
D)
the message

MargaretCommunications
Expert (Scenario)

Margaret
works as the human resource manager for Horizon Software, Inc., a software
development firm that focuses on the development and implementation of
customized JAVA-based applications for Fortune 500 companies.
Unfortunately, the past few months have been challenging because employees have
become upset due to the lack of communication among company managers. Margaret
decided that it was imperative to conduct an organizational communication
workshop for these managers.

99)
Steve, a company manager attending the communication workshop, asked Margaret
to clarify the various elements of the communication process. Margaret replied
that elements of the communication process include the ________.
A)
sender
B)
control factors
C)
facts
D)
manipulation

100)
Margaret warned that the entire communication process is susceptible to
________disturbances that interfere with the
transmission, receipt, or feedback of a message.
A)
static
B)
noise
C)
vibration
D)
flux

101)
At the conclusion of the communication workshop, Margaret informed the managers
that the best-known types of nonverbal communication are ________.
A)
body language and proxemics
B)
body intonation and demographics
C)
body language and verbal intonation
D)
proxemics and demographics

The Sword and the Millstone (Scenario)

Sandra
Millstone, the CEO of Excalibur Manufacturing Company, had concluded that the
company would have to reduce its employee group by 10 percent within the next
four weeks due to a decreased demand for the products the company manufactured.
She spent over 30 hours preparing charts, tables, graphs, diagrams, and other
forms of visual aids for her presentation to the employees about the upcoming
reduction in force so that they could understand the reason and feel better
about the company.

102)
When Sandra prepared the visual aids to help the employees understand and feel
better about the company, what was she doing to the message she had to deliver?
A)
deliberating it
B)
filtering it
C)
selectively perceiving it
D)
communicating it upward

103)
By the time that Sandra had finished the presentation to the employees, she had
spoken for one and one-half hours, shown 14 visual aids, and no one asked a
question. The employees were probably dealing with which of the following
barriers to effective communications?
A)
information overload
B)
selective perception
C)
defensiveness
D)
receiver emotions

104)
As the employees began to leave the meeting room, some were overheard grumbling
that those at the top were just profit-rakers, that it didn’t make any
difference to Sandra if employees lost their jobs, and that if the company
wanted loyalty, it should hire a dog. These statements are the result of which
barrier to effective communications?
A)
selective perception
B)
information overload
C)
defensiveness
D)
downward communication

105)
One employee in the finish department told her coworkers that what she heard
Sandra say was that “the company was laying off the 10 percent so that the
company could boost the dividends paid to stockholders at the end of the
quarter and that the board of directors was worried about the return on
assets.” These claims are most likely the result of which barrier to
effective communications?
A)
information overload
B)
verbal intonation
C)
filtering
D)
language