Question 1

Which of the following is a good way to demonstrate active listening when a person is dealing with problems?

Accepted Answer

A)  Dismissing a problem 
B)  Scrutinizing an issue 
C)  Acknowledging a problem 
D)  Minimizing an issue 
E)  Giving a quick solution 
A)  Dismissing a problem 
B)  Scrutinizing an issue 
C)  Acknowledging a problem 
D)  Minimizing an issue 
E)  Giving a quick solution

Question 2

Body language is easy to understand because each nonverbal sign has one specific meaning.

Accepted Answer

A) True 
 B)False

Question 3

Dawn Rivera is joining a new organization next week as a communication executive.Explain how her listening skills will play an important role in business communication and some common listening errors that she should steer clear from.

Accepted Answer

Rivera's listening skills will help in h

Question 4

Which of the following is an example of an acknowledgment response?

Accepted Answer

A)  Thinking 
B)  Contemplating 
C)  Nodding 
D)  Introspecting 
E)  Intuiting 
A)  Thinking 
B)  Contemplating 
C)  Nodding 
D)  Introspecting 
E)  Intuiting

Question 5

Erica Mason was talking to Erin Porter,a team member,about the problems she is facing with a client who is rude,demanding,and obnoxious.She says,"Mr.Lewis yesterday banged the phone down on my face while I was still talking.Today,when I called to give him quotes on a travel package he requested for,he said that I should not call him and waste his precious time if I cannot offer him a 30% discount." Porter in her response,instead of acknowledging Mason's problem,said something which made her feel she did not understand her problem.Which of the following did Porter most likely say?

Accepted Answer

A)  "Maybe you should try talking to him more politely. I am sure he will come around if you are just a little more patient with him." 
B)  "You should one day observe Kylie Taylor deal with her clients. She is just brilliant!" 
C)  "The problem is you are too emotional. You should not take such clients so seriously!" 
D)  "Is there anything you want me to do to help you with the package?" 
E)  "The client I handled was even more difficult to deal with but I think I handled him well." 
A)  "Maybe you should try talking to him more politely. I am sure he will come around if you are just a little more patient with him." 
B)  "You should one day observe Kylie Taylor deal with her clients. She is just brilliant!" 
C)  "The problem is you are too emotional. You should not take such clients so seriously!" 
D)  "Is there anything you want me to do to help you with the package?" 
E)  "The client I handled was even more difficult to deal with but I think I handled him well."

Question 6

E-mails that try to lure receivers to send sensitive information are known as _____.

Accepted Answer

A)  phishing messages 
B)  greylisting 
C)  honeypots 
D)  spamtraps 
E)  tarpits 
A)  phishing messages 
B)  greylisting 
C)  honeypots 
D)  spamtraps 
E)  tarpits

Question 7

What is a corporate culture? Explain.

Accepted Answer

Corporate culture has a strong influence

Question 8

Which of the following is most likely to be a characteristic of formal work culture?

Accepted Answer

A)  Individual offices 
B)  Non-hierarchical structure 
C)  Decentralization 
D)  Casual attire 
E)  Self-managed teams 
A)  Individual offices 
B)  Non-hierarchical structure 
C)  Decentralization 
D)  Casual attire 
E)  Self-managed teams

Question 9

A tried and true way of improving customer service is increasing the oral communication skills of sales representatives and customer service agents.

Accepted Answer

A) True 
 B)False

Question 10

An important element of listening skills at work is being oblivious to one's own emotional responses especially when the topic is controversial.

Accepted Answer

A) True 
 B)False

Question 11

Listening errors are most likely to arise when:

Accepted Answer

A)  there are signposts and instructions. 
B)  important points are repeated. 
C)  discussions are well-organized. 
D)  topics are controversial. 
E)  you-attitude is used. 
A)  there are signposts and instructions. 
B)  important points are repeated. 
C)  discussions are well-organized. 
D)  topics are controversial. 
E)  you-attitude is used.

Question 12

Which of the following should be used to manage time better?

Accepted Answer

A)  Multitasking to achieve deadlines 
B)  Avoid spending a majority of time on important demands 
C)  Using time sinks to fit several tasks in a short time period 
D)  Keeping lists and prioritizing items on the list 
E)  Undertake smaller tasks first and keep large ones for later 
A)  Multitasking to achieve deadlines 
B)  Avoid spending a majority of time on important demands 
C)  Using time sinks to fit several tasks in a short time period 
D)  Keeping lists and prioritizing items on the list 
E)  Undertake smaller tasks first and keep large ones for later

Question 13

A way to manage time better is to decide at the end of a day's work,what one will do in the next day's work session.

Accepted Answer

A) True 
 B)False

Question 14

Listening on a job is more difficult than listening in a class because:

Accepted Answer

A)  jobs have unclear signposts about tasks that need to be done. 
B)  they comprise repetition of points which makes data boring. 
C)  one needs to identify and understand feelings of co-workers. 
D)  it involves reading reports before understanding what one is saying. 
E)  one always has a better understanding of things compared to others. 
A)  jobs have unclear signposts about tasks that need to be done. 
B)  they comprise repetition of points which makes data boring. 
C)  one needs to identify and understand feelings of co-workers. 
D)  it involves reading reports before understanding what one is saying. 
E)  one always has a better understanding of things compared to others.

Question 15

List the common reasons for not reporting ethical misconduct.

Accepted Answer

Some common reasons for not reporting et

Question 16

According to linguist Deborah Tannen,answers to what questions help reveal one's own conversational style?

Accepted Answer

Deborah Tannen,a linguist who specialize

Question 17

What is active listening? Explain.

Accepted Answer

In active listening,receivers actively d

Question 18

Which of the following represents the relating conversational style?

Accepted Answer

A)  Seeing questions as requests for information and offering solutions 
B)  Seeing aggressiveness as a way of organizing the flow of conversation 
C)  Interpreting statements about other issues as efforts to change the topic 
D)  Not requiring new comments to relate explicitly to last speaker's comment 
E)  Tending to define topics gradually and progressively 
A)  Seeing questions as requests for information and offering solutions 
B)  Seeing aggressiveness as a way of organizing the flow of conversation 
C)  Interpreting statements about other issues as efforts to change the topic 
D)  Not requiring new comments to relate explicitly to last speaker's comment 
E)  Tending to define topics gradually and progressively

Question 19

Inattention and emotions can cause listeners to misinterpret a speaker.

Accepted Answer

A) True 
 B)False

Question 20

True networking may be defined as creating connections before they are needed,creating diverse connections across wide areas,knowing which people to turn to when one needs additional expertise,and knowing people outside the company.

Accepted Answer

A) True 
 B)False

Which of the following is a good way to demonstrate active listening when a person is dealing with problems?

Body language is easy to understand because each nonverbal sign has one specific meaning.

Dawn Rivera is joining a new organization next week as a communication executive.Explain how her listening skills will play an important role in business communication and some common listening errors that she should steer clear from.

Which of the following is an example of an acknowledgment response?

E-mails that try to lure receivers to send sensitive information are known as _____.

What is a corporate culture? Explain.

Which of the following is most likely to be a characteristic of formal work culture?

A tried and true way of improving customer service is increasing the oral communication skills of sales representatives and customer service agents.

An important element of listening skills at work is being oblivious to one's own emotional responses especially when the topic is controversial.

Listening errors are most likely to arise when:

Which of the following should be used to manage time better?

A way to manage time better is to decide at the end of a day's work,what one will do in the next day's work session.

Listening on a job is more difficult than listening in a class because:

List the common reasons for not reporting ethical misconduct.

According to linguist Deborah Tannen,answers to what questions help reveal one's own conversational style?

What is active listening? Explain.

Which of the following represents the relating conversational style?

Inattention and emotions can cause listeners to misinterpret a speaker.

True networking may be defined as creating connections before they are needed,creating diverse connections across wide areas,knowing which people to turn to when one needs additional expertise,and knowing people outside the company.

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Delivering Negative Messages

Crafting Persuasive Messages

Building Resumes

Writing Job Application Letters

Interviewing, writing Follow-Up Messages, and Succeeding in the Job

Planning and Researching Proposals and Reports

Creating Visuals and Data Displays

Writing Proposals and Progress Reports

Analysing Information and Writing Reports

Making Oral Presentations

Filters

Exam 4: Navigating the Business Communication Environment

Which of the following is a good way to demonstrate active listening when a person is dealing with problems?

Body language is easy to understand because each nonverbal sign has one specific meaning.

Dawn Rivera is joining a new organization next week as a communication executive.Explain how her listening skills will play an important role in business communication and some common listening errors that she should steer clear from.

Which of the following is an example of an acknowledgment response?

E-mails that try to lure receivers to send sensitive information are known as _____.

What is a corporate culture? Explain.

Which of the following is most likely to be a characteristic of formal work culture?

A tried and true way of improving customer service is increasing the oral communication skills of sales representatives and customer service agents.

An important element of listening skills at work is being oblivious to one's own emotional responses especially when the topic is controversial.

Listening errors are most likely to arise when:

Which of the following should be used to manage time better?

A way to manage time better is to decide at the end of a day's work,what one will do in the next day's work session.

Listening on a job is more difficult than listening in a class because:

List the common reasons for not reporting ethical misconduct.

According to linguist Deborah Tannen,answers to what questions help reveal one's own conversational style?

What is active listening? Explain.

Which of the following represents the relating conversational style?

Inattention and emotions can cause listeners to misinterpret a speaker.

True networking may be defined as creating connections before they are needed,creating diverse connections across wide areas,knowing which people to turn to when one needs additional expertise,and knowing people outside the company.

Succeeding in Business Communication

Adapting Your Message to Your Audience

Building Goodwill

Planning, Composing, and Revising

Designing Documents

Communicating Across Cultures

Working and Writing in Teams

Sharing Informative and Positive Messages With Appropriate Technology

Delivering Negative Messages

Crafting Persuasive Messages

Building Resumes

Writing Job Application Letters

Interviewing, writing Follow-Up Messages, and Succeeding in the Job

Planning and Researching Proposals and Reports

Creating Visuals and Data Displays

Writing Proposals and Progress Reports

Analysing Information and Writing Reports

Making Oral Presentations

Filters