Course Waiver Test

Communicating with Internal and External Stakeholders

1. Which of the following are among the changes that can occur to a message as it is passed from one person to the next.

a. Leveling and dulling.

b. Migration and subtraction.

c. Dulling and changes.

d. Sharpening and leveling

e. Subtraction and dulling

2. The benefits of using Participative Decision Making (PDM) include all of the following EXCEPT:

a. Participation of workers in identifying and solving problems that affect them

b. Cooperation of superiors in creating and maintaining participative attitudes of workers

c. Participation of beneficiaries in identifying problems that affect them and helping to discover solutions

d. Commitment of top management to value participation and cooperation

e. Individuals involved in decisions that affect them

3. Organizational culture includes which of the following elements:

a. Participative decision making

b. Trust

c. Openness

d. Rites and rituals

e. Internal memos

4. An organization’s values are its:

a. Goals, views, and philosophies

b. Performances, activities, and celebrations

c. Members who personify its mission

d. Channels of interaction

e. Stories about important events in its history

5. One way to show an organization’s values is to:

a. Have people discover the values on their own

b. Illustrate the values through actions

c. Make sure that all top executives agree to the values, but don’t worry about lower level employees agreement

d. Make sure that your employees focus on what you feel is important

e. Focus on productivity and the “bottom line”

6. One of the characteristics of a positive communication climate is:

a. Budgetary analysis

b. Managerial control

c. Motivating employees

d. Transforming organizational culture

e. Emphasis on high quality goals

7. One of the functions of leadership is:

a. Aligning people

b. Budgeting

c. Planning

d. Problem solving

e. Staffing

8. One of the functions of management is:

a. Establishing direction

b. Organizing

c. Motivating

d. Inspiring

e. Producing a degree of predictability

9. Referent power is based on a person’s:

a. Ability to give people things they want

b. Ability to coerce people into doing things they don’t want to

c. Special skills, knowledge, or information

d. Internalized values

e. Identity or feeling of oneness

10. Credibility is composed of

a. Dynamism, expertise, and trustworthiness

b. Dynamism, power, and trustworthiness

c. Dynamism, power, and expertise

d. Expertise, trustworthiness, and power

e. Expertise, openness, and trustworthiness

11. Trust is best gained and maintained through

a. Consistency, congruity, reliability, and integrity

b. Consistency, identity, reliability, and integrity

c. Consistency, congruity, reliability, and identity

d. Congruity, reliability, integrity, and identity

e. Congruity, identity, integrity, and predictability

12. Which of the following is an effective way to build a positive communication climate:

a. Keep doubts to yourself

b. When something goes wrong, determine who was at responsible

c. Don’t explain reasons for doing things; it builds independent thinking for your employees to figure it out themselves.

d. Share credit with your employees for successes

e. Let your subordinates know that you expect them to “stretch the truth” a little if it will make the organization look good.

13. Which of the following leads to effective listening:

a. Keep your mind open

b. Beware of the emotional power of words

c. Listen for ideas

d. a and c only

e. a, b, and c

14. Which of the following are guidelines for providing effective feedback:

a. Be general

b. Describe

c. Evaluate

d. Focus on your needs

e. Focus only on the content of the message

15. Upward communication can be used to:

a. Provide suggestions to improve organization efficiency.

b. Tell management about on-the-job problems and issues

c. Provide feedback, suggestions and information about employee satisfaction.

d. a, and b only

e. a, b, and c

16. Which of the following is an effective way to limit rumors:

a. Limit information and communication on the grapevine

b. Keep people informed

c. Prepare to answer questions that come up

d. b and c only

e. a, b, and c

17. Which of the following help limit distortion:

a. Limit the amount of information in the message

b. Avoid using abstract words, jargon, and slang

c. Get feedback

d. b, and c only

e. a, b, and c

18. Illustrations, as a form of evidence, are the use of:

a. Numerical data to show a trend or a relationship

b. Detailed stories to explain or clarify

c. A comparison between and unfamiliar concept and a familiar one

d. A statement of endorsement by someone who has a connection the topic

e. Short examples that prove a point

19. Illustrations, as a form of evidence, are the use of:

a. Numerical data to show a trend or a relationship

b. Detailed stories to explain or clarify

c. A comparison between and unfamiliar concept and a familiar one

d. A statement of endorsement by someone who has a connection the topic

e. Short examples that prove a point

20. Analogies, as a form of evidence, are the use of:

a. Numerical data to show a trend or a relationship

b. Detailed stories to explain or clarify

c. A comparison between and unfamiliar concept and a familiar one

d. A statement of endorsement by someone who has a connection the topic

e. Short examples that prove a point

21. In appealing to external audiences in written messages, it is best to:

a. Talk about your own feelings

b. Tell the reader how to feel about your message

c. Avoid assigning blame

d. a and be only

e. a, b, and c

22. When trying to convince a reader with your written arguments:

a. Give evidence

b. Connect parts of your argument

c. Limit your claim

d. a, and b only

e. a, b, and c

23. Goodwill endings in written messages:

a. Positive, personal, and forward looking

b. Show that organization policies directly benefit the receiver

c. Share information with the receiver that they may not like

d. Give details and clarifications

e. Summarize the main points that were covered in the message

24. When trying to persuade your audience, you should:

a. Show how your perspective will help the organization

b. Ask for as much as possible from your audience

c. Not worry about resistance to your message

d. Illustrate the compromises that are needed for your point to be accepted

e. Present your arguments from your audience’s point of view

25. Threats are less effective as arguments when you are trying to persuade an audience, because:

a. Threats produce tension

b. People dislike and avoid people who threaten them

c. Threats provoke resistance

d. a, and c only

e. a, b, and c

26. To most effectively write a problem solving message:

a. Focus only on benefits

b. Ask for action

c. Let the readers draw their own conclusions

d. Threaten the results if the readers don’t go along with your plan

e. Focus on the visual look of the message

27. Which of the following is NOT a goal when communicating bad news:

a. Acceptance

b. Positive Image

c. Message clarity

d. Protection

e. Common ground

28. Which of the following is NOT an element of organizational culture?

a. Rites and rituals

b. Heroes

c. Stories, Myths and Legends

d. organizational identity

e. Norms

29. The types of power found in organizations include:

a. Coercive and Trade-off Power

b. Hero and Reward Power

c. Legitimate and Expert Power

d. Trade-off and Punishment Power

e. Hero and Legitimate Power