(Download PDF) Organizational Behaviour Key Concepts Canadian 5th Edition Kinicki Test Bank Full Chapter
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MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.
2) ____________________ translates mental thoughts into a code or language that can be understood
by others.
A) Decoding
B) Feedback
C) Encoding
D) Noise
E) The medium
Answer: C
5) Which of the following is not one of the three key barriers to effective communication?
A) personal barriers
B) physical barriers
C) sound barriers
D) semantic barriers
E) none of the responses are correct
Answer: C
1
6) There are key differences between the way men and women communicate. Which of the following
is NOT an example of key differences?
A) women tend to temper criticism with positive buffers
B) men tend to give criticism indirectly
C) men are less likely to ask for information or directions
D) women tend to give directions in indirect ways
E) women tend to apologize even when they have done nothing wrong
Answer: B
10) Experts estimate that _____________ of every conversation is partially interpreted through body
language.
A) 5 to 21% B) 65 to 90% C) 30 to 46% D) 48 to 60% E) 23 to 29%
Answer: B
11) A(n) ___________________ is characterized by timid and self-denying behaviour and is ineffective.
A) non-aggressive style
B) assertive style
C) non-verbal style
D) non-assertive style
E) aggressive style
Answer: D
2
12) Anexample of a non-verbal behavioural pattern of the assertive style might be
A) slumped posture
B) good eye contact
C) glaring eye contact
D) loud voice
E) little eye contact
Answer: B
14) All
of the following are examples of positive non-verbal cues except
A) excessive yawning
B) nodding your head
C) smiling
D) maintaining eye contact
E) leaning forward
Answer: A
15) The department manager of Paint World Products has never been interested in hearing anything else
from his employees except the bottom line. This is the most important point to him. This manager
can be considered as which style of listener?
A) Appreciative listener
B) Empathetic listener
C) Evaluative listener
D) Discerning listener
E) Comprehensive listener
Answer: D
3
17) Which of these is using video and audio links along with computers to enable people at different
locations to see, hear, and talk with one another?
A) intranet
B) world wide web
C) video conferencing
D) extranet
E) internet
Answer: C
18) There are two types of communication within an organization, formal and informal. An example of
informal communication is
A) the grapevine
B) presentations
C) networking
D) reports
E) meetings
Answer: A
19) Anindividual who used the grapevine to enhance his or her power is referred to as a(n)
A) organizational mole
B) trouble maker
C) liaison individual
D) power individual
E) gossip
Answer: A
21) Thecommunication channel which does not follow the chain of command is referred to as the
A) informal communication channel
B) department communication channel
C) organizational communication channel
D) structural communication channel
E) formal communication channel
Answer: A
4
22) Anegative aspect in maintaining effective communications as organizations move toward using
more electronic devices is
A) second nature to the younger employees
B) enhanced productivity
C) a 24/7 intrusive nature of electronic devices
D) requirement to make employees aware of the proper use
E) ability to communicate with people all over the world
Answer: C
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
23) Communication is defined as "the exchange of information between a sender and a receiver, and the
inference (interpretation) of meaning between the individuals involved."
Answer: True False
24) Feedback represents anything that interferes with the transmission and understanding of a message.
Answer: True False
25) Ifa subordinate's trust in the supervisor is low, then there will be a high distortion in upward
communication because the employee will not pass up all information.
Answer: True False
27) The quality of interpersonal communication is vital in an organization and is more effective when a
non-assertive style is used.
Answer: True False
28) Itis important for managers to be careful in interpreting facial expressions among diverse groups of
employees because associations between facial expressions and emotions vary across cultures.
Answer: True False
29) A person should develop their listening skills to enable him or her to use the appropriate type.
Answer: True False
30) One key to effective listening is to speak your mind and be emotional. This will communicate to
others that you are engaged in the communication.
Answer: True False
31) Due to their comfort with ICT, Millennials are more able to multitask making them more effective
at completing tasks.
Answer: True False
5
SHORT ANSWER. Write the word or phrase that best completes each statement or answers the question.
32) Createa table of the three communication styles. Include in the table, (a) the description of the style,
(b) non-verbal behaviour pattern, and (c) verbal behaviour pattern.
Answer: Refer to table 7.2.
33) Max has been working for Alton Business for several months. His supervisor finds that Max has
difficulty communicating, does not share important information with him, does not retain the
information, is very judgmental, and stands with his arms folded most of the time when listening.
What are some of the personal barriers that are hindering Max's effective communication?
Answer: Max is demonstrating a personal barrier of: Variable skills in communicating effectively: This is
something that can be learned so his supervisor should work with him or provide professional
development.
Variations in personal trust: Max does not appear to trust his supervisor and therefore is not passing
information upwards.
Poor listening skills: Poor listening skills could be a reason for not retaining the information.
Natural tendency to evaluate other's messages
Max has a tendency, like many people to evaluate others. We evaluate from our own point of view.
Non-verbal communication: Many people are not aware of the message being sent by their facial or
body language.
34) Sarah'smanager often comments on how "good she is at listening." List the keys to effective
listening and then provide examples of both good and bad listeners.
Answer: Refer to Table 7.3.
6
Answer Key
Testname: UNTITLED5
1) E
2) C
3) E
4) B
5) C
6) B
7) D
8) D
9) D
10) B
11) D
12) B
13) C
14) A
15) D
16) A
17) C
18) A
19) A
20) B
21) A
22) C
23) TRUE
24) FALSE
25) TRUE
26) TRUE
27) FALSE
28) TRUE
29) TRUE
30) FALSE
31) FALSE
32) Refer to table 7.2.
33) Max is demonstrating a personal barrier of: Variable skills in communicating effectively: This is something that can
be learned so his supervisor should work with him or provide professional development.
Variations in personal trust: Max does not appear to trust his supervisor and therefore is not passing information
upwards.
Poor listening skills: Poor listening skills could be a reason for not retaining the information.
Natural tendency to evaluate other's messages
Max has a tendency, like many people to evaluate others. We evaluate from our own point of view.
Non-verbal communication: Many people are not aware of the message being sent by their facial or body language.
34) Refer to Table 7.3.
7
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