12. Which of the following is true of nonverbal communication?
(A)It is synonymous with body language.
(B)It carries greater impact than verbal communication.
(C)It is involuntary； it cannot be used deliberately.
(D) It is absent in spoken communication.

8. Adam has to tell the members of his department that the office timings have changed from flexible timings to a strict nine-to-five day. He calls a meeting to explain the change. Participants begin arguing and asking multiple questions about the new timing policy. The next day, Adam realizes that most people still do not have a clear idea about the change, as a result of the confusion at the meeting. Which of the following explains why the message was not understood? (A)The recipients did not encode the message correctly. (B)The noise in the process interfered with the transmission of the message. (C)The channel was not appropriate for the delivery of this message. (D) The sender did not decode the message appropriately.

9. The final link in the communication process is ________. (A)encoding (B)feedback (C)receiving (D) decoding

10. Which of the following describes the number of different messages that can be transmitted using a particular method of communication? (A)scanability (B)complexity capacity (C)encoding ease (D) breadth potential

11. When a sender evaluates a communication method to judge scanability, he is checking if ________. (A)the recipient can easily browse the message for relevant information (B)the method allows recipients to process complex messages effectively (C)the method adequately conveys personal warmth (D) the method can easily transmit a large number of messages

13. Which of the following methods of communication offers high scanability? (A)publications (B)meetings (C)face-to-face communication (D) voice mail

14. When a person tells his or her manager what the manager wants to hear, which of the following barriers to effective interpersonal communication is the person using? (A)selective perception (B)filtering (C)feedback (D) defensiveness

15. All of the following are barriers to effective interpersonal communication, EXCEPT ________. (A)filtering (B)defensiveness (C)selective perception (D) feedback

16. A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity. (A)conceptual block (B)perceptual barrier (C)information overload (D) physical barrier

17. Which of the following is a way for managers to overcome the barriers to communication? (A)filtering (B)encoding (C)feedback (D) decoding

18. Listening for full meaning without making premature judgments or interpretations is called ________. (A)decoding (B)active listening (C)lateral communication (D) passive hearing