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

5. Pat manages the customer care department of her firm. She is very happy with her team of 15 customer care executives who've all been consistently performing well. Customer feedback was impressive and Pat is planning to give them good bonuses this time around. As a manager, Pat believes it is important to let your subordinates know when you are happy with their work. She does so, and also calls a meeting to discuss what they can do to improve further. Pat is using communication for _______. (A)negotiation (B)expressing emotion (C)motivation (D) decision making

6. The process through which the symbols of a message are translated by the receiver into a form that he or she can understand is called ________. (A)encoding (B)reinstating (C)decoding (D) expanding

7. Which of the following is an example of noise? (A)sending unsolicited sales messages to prospects (B)thinking about the party you attended last night while sitting in a lecture (C)adding your contact information at the end of an e-mail message (D) leaving a message on the answering machine when you cannot reach someone

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.

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

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.

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