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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
Exploring the Variety of Random
Documents with Different Content
them to a room occupied by two men. One, whose name was
Grigsby, tried to sell the girls on coming to Washington. He said he’d
put them in a swell house. The teenagers were afraid of the big city.
Grigsby told them the landlady of the house was in the next room
and called her in. She was a motherly sort. They consented to come
with her.
They found themselves in the house of a madame named Billie
Cooper, on 7th St., in the 1000 block. Doris told us she was an
instantaneous success in the Cooper menage. She was only 17,
fresh, buxom and bucolic. Madame Cooper’s clients were charmed.
After she’d been in the house a few weeks, the madame asked Doris
if she’d like to get a “kick.” She produced a hypodermic needle and
gave the child a shot in the arm. Doris liked the sensation, wanted
more. This went on for several weeks, Doris said, and every day
Billie Cooper increased the frequency of the shots.
One day Doris woke up, nauseated and ill.
Billie Cooper exclaimed, “You’re hooked!”
She informed Doris she had become a dope fiend, that
henceforth Doris must pay for the shots.
The girl went into debt, though she was taking in up to $50 a
day and, no matter how much she made, the dope always cost
more. She knew no one else who sold it. She was truly hooked,
which was Billie Cooper’s original purpose, to keep the young girl in
her joint and take her money away from her.
Billie Cooper’s clientele was mostly Chinese. When U. S.
narcotics agents raided her establishment at 5 a.m., gaining entrance
with a ladder borrowed from a fire-house, so two T-men would get
into Billie’s bedroom before she had a chance to flush the narcotics
down the drain, they found several Chinese customers in the place.
While the search was still on, 15 more came to the door and were
admitted; of these two were officials of the Chinese embassy.
In the trial it developed that Billie Cooper, who was sentenced
for violation of the narcotics laws, was charging Doris $7 a deck for
heroin, which she bought at half that price from Chinese peddlers.
The F.B.I. proceeded against Grigsby for white slavery violation and
he, too, was convicted.
Doris swore to us that she was off the stuff now. She said she
was living with a Chinaman who worked in a gambling house in
Chinatown.
The glamorous brothels are no more. Not since the notorious
Hopkins Institute was closed by the F.B.I. some years ago has there
been anything operating on a lavish scale. Now there are some so-
called masseurs who use that classification as a blind, but nothing
on the grand scale.
When F.B.I. men raided the Hopkins Institute, an innocuous-
looking massage parlor in the 2700 block on Connecticut Ave., they
uncovered one of the most sensational call-houses ever in
Washington. Not only was the clientele accommodated at the so-
called Institute, but a phone call could arrange a date on short
notice almost anywhere in the District. The establishment kept a
detailed and up-to-date written record on each patron, fees paid,
dates of service, and eccentricities. Girls there said this list contained
entries that could flabbergast some very prominent persons, in and
out of Washington.
The proprietor of the Hopkins Institute was one George Francis
Whitehead, who lived in New York and seldom visited the place.
Profits were sent to him weekly by the “resident manager,” Diane
Carter, who was vice-president in charge of the operation. The
Institute was established originally by someone else and was bought
by Whitehead in 1941. He ran it for several months, then engaged
Diane Carter to manage it at a salary out of earnings. Her principal
duties entailed accepting calls, arranging to send girls to answer the
calls, and to have girls available on the premises.
Whitehead left Washington in 1941, after the girls began to
complain that his presence was hurting business because of his
excessive drinking, untidy habits and uncouth deportment. He did
not live up to the dignity and spirit of an Institute. The girls
threatened to strike.
The record system was originated by the first operator and
passed on to Whitehead. In addition to other entries, initials of each
girl filling an assignment and the amount of the fee were noted. For
the fees a code was used, to conceal the fact that some paid more
than others. The word “FITZGERALD” was the key to the code. Each
letter stood for a digit, i.e., F was 1, I was 2, T was 3, etc. Thus the
symbol “FD” beside the name of a customer meant $10; “TD” meant
$30, etc. This method was used also to bamboozle Whitehead, if he
checked on his share of the proceeds.
The U.S. Commissioner issued warrants for the arrests of
Whitehead, Diane Carter and 13 girls involved, on charges of
violations of the White Slave Traffic Act. Whitehead was arrested in
New York and extradited. Two indictments were returned against
Whitehead, Diane and nine others. Whitehead pleaded guilty to both
and was sentenced to one to four years on the Act and to eighteen
months on conspiracy. But he was adjudged insane and committed
to a mental institution.
Diane Carter pleaded guilty to both indictments and was
sentenced to three to nine months on each, the sentences to run
concurrently. Seven other defendants were found guilty.
The Circuit Court of Appeals reversed the convictions of the
seven, held the violations were of legislation of the District of
Columbia and not of the White Slave Traffic Act.
But the racket was broken. The place never reopened. The F.B.I.
seized the files and never revealed a name, but hundreds of men
still tremble when they remember the Hopkins Institute. Some still
attempt pressure to try to get their names blacked out. They have
no success with the F.B.I.
5. HOBOES WITH NO HORIZON