Multiple Choice
1. Identify a true statement about organizational culture.
a. It is constant and remains the same in all organizations throughout the world.
b. It determines the extent to which an individual member is isolated from the culture.
c. It is rarely affected by the partici...
Chapter 01: Establishing a Framework for Business Communication
Multiple Choice
1. In ideal situations, the goal of communication is to:
a. reach mutual understanding.
b. give constructive criticism.
c. provide valuable feedback.
d. commend others.
ANSWER: a
2. In the communication process, differences in education level, experience, and culture of the sender and the
receiver are examples of:
a. synergies.
b. interferences.
c. claims.
d. connotations.
ANSWER: b
3. A person is unable to communicate a message to his or her audience due to a noisy environment. The noisy
environment is an example of _____.
a. interference
b. synergy
c. chronemics
d. proxemics
ANSWER: a
4. The _____ is a channel typified by the organization chart, which is created by management to define
individual and group relationships and to specify lines of responsibility.
a. decentralized communication network
b. formal communication network
c. grapevine communication network
d. routine communication network
ANSWER: b
5. Which of the following is true of the formal communication network?
a. It cannot be depicted accurately by any graphic means.
b. It has a reputation for being speedy but inaccurate.
c. It is dictated by the managerial, technical, cultural, and structural environment of an organization.
d. It undergoes continual changes and does not parallel the organizational chart of an organization.
ANSWER: c
6. Which of the following is a difference between the formal communication network and the informal
communication network?
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Chapter 01: Establishing a Framework for Business Communication
a. The formal communication network is dictated by the cultural environment of an organization, whereas the
informal communication network is dictated by the technical environment of an organization.
b. The formal communication network has no single, consistent source, whereas the informal communication
network has a single, consistent source.
c. The formal communication network has a reputation for being speedy but inaccurate, whereas the informal
communication network is always accurate.
d. The formal communication network can be depicted graphically by the organization chart, whereas the
informal communication network cannot be depicted accurately by any graphic means.
ANSWER: d
7. Which of the following is true of grapevine communication?
a. It has a reputation for being speedy but inaccurate.
b. It carries formal messages within an organization.
c. It passes a message through a linear channel.
d. It has a single, consistent source.
ANSWER: a
8. Jeff, an employee at Citrus Inc., hears about a change in the company's leave policy from one of his
coworkers and shares this information with another coworker, Judy. Judy, in turn, passes on the information to
her teammates. However, this information has not been officially confirmed. In this scenario, the information is
exchanged through _____.
a. formal communication
b. upward communication
c. external communication
d. grapevine communication
ANSWER: d
9. _____ flows from supervisors to employees, from policy makers to operating personnel, or from top to
bottom on the organization chart.
a. Upward communication
b. Horizontal communication
c. Downward communication
d. Lateral communication
ANSWER: c
10. Which of the following is true of downward communication?
a. The process of creating progress reports is an example of downward communication.
b. Recording an employee's results and accomplishments involves downward communication.
c. Orientation to a company's rules and practices is an element of downward communication.
d. Problem solving and clarifications in organizations involve downward communication.
ANSWER: c
11. Identify a true statement about downward communication.
a. It helps employees learn about the quality of their job performance.
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Chapter 01: Establishing a Framework for Business Communication
b. It flows from the front lines of an organization to the top.
c. It is primarily feedback to requests and actions of supervisors.
d. It keeps management informed about the feelings of lower-level employees.
ANSWER: a
12. Chantelle, the manager of the claims department in an insurance company, explains her team about the new
claim form that the company will be using from next month. This scenario is an example of _____.
a. upward communication
b. downward communication
c. horizontal communication
d. lateral communication
ANSWER: b
13. In the context of directions of communication flow, _____ is a type of communication that is generally a
response to requests from supervisors.
a. downward communication
b. upward communication
c. horizontal communication
d. lateral communication
ANSWER: b
14. Which of the following statements is true of upward communication?
a. It usually flows from supervisors to employees and from policy makers to operating personnel.
b. It involves teaching people how to perform their specific tasks.
c. It involves employees getting frequent feedback from managers.
d. It frequently involves risk to an employee and is dependent on trust in the supervisor.
ANSWER: d
15. One of the major shortcomings of organizational charts is that they do not recognize the role of _____ when
they depict authority relationships by placing one box higher than another and define role functions by placing
titles in those boxes.
a. horizontal communication
b. upward communication
c. downward communication
d. external communication
ANSWER: a
16. In the context of levels of communication, internal messages:
a. are communicated through media advertisements.
b. include website communication and annual reports.
c. are intended for recipients within an organization.
d. include communication with the public.
ANSWER: c
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