Deck 1: Effective and Ethical Communication at Work

Question 1

The process of communication is successful only when

A) the fastest communication channel is used.
B) the sender pronounces all words perfectly.
C) positive feedback is given.
D) the receiver understands an idea as the sender intended it.

Answer 1

D

Question 2

When promoters of Kentucky Fried Chicken in China used their successful "finger-lickin' good" slogan, they didn't realize it would translate to "eat your fingers off." To avoid similar problems, the sender of the message must

A) select a proper communication channel.
B) provide means to ensure reliable feedback.
C) decode the message properly to facilitate comprehension.
D) choose appropriate words or symbols as part of the encoding process.

Answer 2

D

Question 3

Which of the following statements about workplace diversity is the most accurate?

A) Teams with diverse membership are more likely to create the products that consumers demand.
B) The number of older workers is decreasing.
C) The white non-Hispanic population of the United States continues to grow.
D) A diverse staff is less able to respond to changes in customer base in local and world markets.

Answer 3

A

Question 4

The most significant trends in today's dynamic workplace include team-based projects, flattened management hierarchies, and

A) union participation and regulation.
B) more homogeneous workforces.
C) global competition.
D) stricter clothing and dress codes.

Question 5

Which of the following statements about team-based management is least accurate?

A) Companies use team-based management as a way to empower employees and boost their involvement in decision making.
B) When individuals on teams don't share the same background or training, working relationships can become strained.
C) Some companies must hire communication coaches to help team members get along.
D) Companies that use team-based management prefer to train employees in these skills rather than hire new workers who already possess these skills.

Question 6

For years businesses have been flattening their management hierarchies.This flattening means that

A) information must flow through more layers of management.
B) it takes longer to make decisions.
C) various areas within an organization have little contact with one another.
D) employees at all levels must be skilled communicators.

Question 7

Thinking creatively and critically means

A) agreeing with your supervisor at all times.
B) going with your gut instinct.
C) being able to make decisions quickly.
D) having opinions that are backed by reason and evidence.

Question 8

Which of the following statements is least accurate?

A) Workers at all levels need to think creatively and critically.
B) Employees should expect employers to provide them with a clearly defined career path.
C) Most workers today will not find nine-to-five jobs or receive predictable pay increases.
D) Workers must be willing to continually learn new skills.

Question 9

Shondra has clients located throughout the world, and she would like to schedule a real-time meeting with them to present information about a new product.Which of the following communication technologies should she choose?

A) Teleconferencing or videoconferencing
B) E-mail
C) A blog or a wiki
D) Text messaging

Question 10

Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face to face.Zachary is in the process of

A) encoding the message.
B) decoding the message.
C) preparing for feedback.
D) selecting the channel for the message.

Question 11

Select the best definition of communication.

A) Communication is the transmission of information from one individual or group to another.
B) Communication is the transmission of data from one individual or group to another.
C) Communication is the transmission of information and meaning from one individual or group to another.
D) Communication is the transmission of ideas from one individual or group to another.

Question 12

Communication skills are

A) not as important in technical fields.
B) critical to effective job placement, performance, career advancement, and organizational success.
C) required only for high-level positions.
D) not as important in a down economy.

Question 13

E-mails, cell phones, spoken words, letters, Web pages, and reports are all examples of

A) messages.
B) channels.
C) encoding tools.
D) decoders.

Question 14

Today's economy is based on

A) information and knowledge.
B) physical labor.
C) a supply of raw materials.
D) capital.

Question 15

The process of communication begins when

A) a message is put into words.
B) a message is sent over a communication channel to the receiver.
C) the sender has an idea.
D) the receiver actually receives the message and decodes it.

Question 16

Which of the following statements about global competition is least accurate?

A) Only medium and large companies compete globally.
B) Many traditional U.S. companies generate more profit abroad than locally.
C) Saturated local markets have encouraged companies to search for emerging markets around the world.
D) Successful communication in global markets requires developing new skills and attitudes.

Question 17

Which of the following statements about writing skills is most accurate?

A) Writing skills in today's workplace are an advantage, but they are not a necessity.
B) You are born with the skills to be a good writer.
C) Having good writing skills can improve your chances for promotion and can result in higher earnings.
D) Today's communication technologies have made writing obsolete.

Question 18

The U.S.Army carefully selected the words used in its slogan, "Be all you can be," while

A) selecting the channel.
B) encoding the message.
C) decoding the message.
D) evaluating the message.

Question 19

Knowledge and information workers must be able to think critically, make decisions, and

A) design effective Web pages.
B) communicate information to others.
C) install software programs.
D) lift heavy objects.

Question 20

Which of the following statements about today's work environments is least accurate?

A) The "anytime, anywhere" office requires only a mobile phone and a wireless computer.
B) Many companies now have unassigned workspaces that are up for grabs as employees arrive to the workplace each day.
C) Most communication in today's work environments is oral.
D) Working from home or on the road makes communication skills even more important.

Question 21

While conducting an orientation session for new employees, Clayton noticed looks of confusion on the faces of some listeners.He then paused and asked his audience, "What questions do you have so far?" Clayton was striving to overcome interpersonal communication barriers by

A) questioning his assumptions, biases, and prejudices.
B) improving his language and listening skills.
C) creating an environment for useful feedback.
D) reducing physical distractions.

Question 22

While reading an e-mail message from her boss, Mallory is distracted by numerous typographical and spelling errors.These errors that detract from the message and make it difficult to read are called

A) bypassing.
B) feedback.
C) noise.
D) frame of reference.

Question 23

As her supervisor explains the new procedure, Rachel nods her head.Rachel's response is an example of

A) verbal feedback.
B) noise.
C) evaluation.
D) nonverbal feedback.

Question 24

Jessica sends her résumé to several companies.Unfortunately, it is poorly formatted and contains several typographical errors.What kind of communication barrier may this cause?

A) Bypassing
B) Differing frames of reference
C) Emotional distraction
D) Physical distraction

Question 25

Thomas includes the sentence "Let me know whether I can answer any questions" at the end of his e-mail message as a way to encourage

A) decoding.
B) feedback.
C) frame of reference.
D) bypassing.

Question 26

Which of the following is an example of an internal disruption in the decoding process?

A) Loud construction sounds outside prevent Eric from hearing the message.
B) Brianna finds her mind drifting during a lecture as she thinks about her upcoming trip to Paris.
C) Giorgio is finding it hard to pay attention during the interview because the interviewer's phone keeps ringing.
D) Sierra finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and typos.

Question 27

Which of the following statements about communication in today's business organizations is most accurate?

A) Memos and letters still make up the dominant forms of communication in the workplace.
B) Text messaging is considered unprofessional and is rarely used by business organizations.
C) Web chat is becoming the preferred communication channel for online customer service.
D) A company intranet can be accessed by anyone with Internet access.

Question 28

Which of the following is an example of an internal organizational communication?

A) A tweet sent to a customer about a private sale that will take place tomorrow
B) A Web site advertising a company's products
C) A meeting of all department managers
D) An annual report sent to company stockholders

Question 29

Differences in frames of reference are especially significant when

A) working on improving one's listening skills.
B) communicating with persons from a different culture.
C) overcoming physical barriers to communication.
D) dealing with conflicting emotions.

Question 30

Aleksandr is having trouble concentrating on a report he is reading because his cell phone keeps ringing and his colleagues keep sending him text messages and tweets.What kind of communication barrier is this?

A) Differing frames of reference
B) Digital interruptions
C) Lack of language skill
D) Bypassing

Question 31

Which of the following is an example of external organizational communication?

A) An employee performance appraisal
B) A brochure sent to a prospective customer
C) A report recommending a change in company procedure
D) An e-mail message to employees about an upcoming training seminar

Question 32

The three basic functions of business communication are to

A) inform, entertain, and impress.
B) inform, persuade, and promote goodwill.
C) inform, persuade, and explain.
D) inform, instruct, and entertain.

Question 33

An American sales team offended a group of Brazilian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Brazilian culture.The communication barrier in this instance could be attributed to

A) bypassing.
B) a lack of listening skills.
C) failure to recognize different frames of reference.
D) emotional interference caused when senders or receivers are distracted by internal feelings.

Question 34

____ helps the sender know whether the message was received and understood.

A) Feedback
B) Noise
C) Bypassing
D) An evaluative response

Question 35

Naoko has just moved to the United States and is taking a class to improve her English skills.What interpersonal communication barrier is she trying to overcome?

A) Lack of language skill
B) Bypassing
C) Differing frames of reference
D) Digital interruptions

Question 36

Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client's needs.She is involved in the ____ part of the communication process.

A) encoding
B) channel selection
C) decoding
D) feedback

Question 37

Robert must send an e-mail message to a client in Turkey.He is carefully selecting his words to ensure that his Turkish client, who speaks English as a second language, will understand them.He is involved in which part of the communication process?

A) Message encoding
B) Idea formation
C) Message transmission
D) Message decoding

Question 38

You are talking with the president of your company about a possible merger.Which of the following is the most useful feedback you can provide during the conversation?

A) I just don't understand why you think we should go through with this merger.
B) If I understand you correctly, your recommendation is that we go through with the merger.
C) There's no way this merger can possibly work.
D) Are you insane?

Question 39

Jeanette is offended when she notices that only masculine pronouns are used in the company's human resources manual.What type of decoding problem does this cause?

A) Closed communication climate
B) Bypassing
C) External disruption
D) Semantic obstacle

Question 40

Ryan says that he will answer his client's questions "soon." Ryan plans to answer the questions by early next week; his client expects the answers by the end of the day.This misunderstanding results from

A) bypassing.
B) differing frames of reference.
C) noise.
D) using the incorrect communication channel.

Question 41

Diverse workforces are not able to respond as effectively as homogeneous workforces to changes in local markets.

Question 42

Small, medium, and large companies increasingly find themselves competing in global rather than local markets.

Question 43

Which of the following statements comparing oral and written communication is least accurate?

A) Written communication is preferred when a permanent record is needed.
B) Written messages are generally more organized and well-considered than oral messages.
C) One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback.
D) Oral communication is preferred when presenting formal or complex ideas.

Question 44

Flattened management hierarchies allow companies to react more quickly to market changes.

Question 45

Which of the following statements about laws is least accurate?

A) People in accounting and finance should be aware of the Sarbanes-Oxley Act.
B) Anything published on the Internet is in the public domain and can be used freely.
C) Assume that anything produced privately after 1989 is copyrighted.
D) The concept of fair use gives individuals limited rights to use copyrighted materials without requiring permission.

Question 46

Jamie has been asked by her boss to sign off on financial statements that she believes are false.Although she feels uncomfortable doing this, she's afraid that she'll be fired if she doesn't comply.Into what ethical trap has Jamie fallen?

A) Rationalization trap
B) Ends-justify-the-means trap
C) False necessity trap
D) Doctrine-of-relative filth trap

Question 47

Covering up incidents, abusing sick days, lying to a supervisor, taking credit for a colleague's ideas, and inflating grades on a résumé are examples of

A) breaking the law.
B) actions necessary to get ahead today.
C) unethical actions.
D) workplace distrust.

Question 48

Communication technologies such as e-mail, instant messaging, text messaging, cell phones, blogs, wikis, and wireless networking allow employees to collaborate and complete their work from anywhere in the world.

Question 49

Knowledge and information workers are paid for their ability to learn and to think creatively and critically.

Question 50

The number of people in the workforce who telecommute is decreasing.

Question 51

The key ingredients in today's economy are information and knowledge.

Question 52

Which of the following statements about formal and informal communication channels is most accurate?

A) All relevant organizational information should flow through formal communication channels.
B) Ideally, the heaviest flow of information within an organization should be downward from decision makers to workers.
C) Managers should do everything possible to avoid grapevine communication within an organization.
D) The longer the lines of communication, the greater the chance for message distortion.

Question 53

Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are objective, write clearly, use inclusive language, and

A) ensure that communication flows upward, downward, and horizontally.
B) give credit when using the ideas of others.
C) encourage feedback.
D) choose appropriate channels of communication.

Question 54

In making hiring decisions, employers often rank communication skills among the most-requested competencies.

Question 55

Kenna is communicating with a colleague in real time over the Internet using a private chat room.Kenna is using a communication technology called

A) instant messaging (IM).
B) blogging.
C) e-mailing.
D) text messaging.

Question 56

You are born with the abilities to read, listen, speak, and write effectively.

Question 57

Which of the following is an example of an informal organizational communication channel?

A) A supervisor gives a performance appraisal to her subordinate.
B) An employee suggests to his supervisor a way to increase productivity in his department.
C) Sales team members hold a virtual meeting to discuss potential customers.
D) An employee starts a blog to share her personal work experiences, opinions, and observations.

Question 58

Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales were higher than they actually were.Which of the following questions is not important as you decide what to do?

A) Is the action you are considering legal?
B) Are there other alternatives?
C) Can you discuss the problem with someone whose advice you trust?
D) What is the best channel of communication to use in responding to your boss?

Question 59

Because of new communication technologies, writing skills are especially important today.

Question 60

Which of the following is an example of horizontal communication in an organization?

A) Four payroll clerks meet to discuss a new payroll processing procedure.
B) A supervisor submits a progress report about a current project to the vice president.
C) An employee suggests a way to improve customer service.
D) A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense account reports.

Question 61

Samantha's poor listening skills cause her to miss much of what her colleagues say during meetings.The barrier to communication she is experiencing is a lack of language skill.

Question 62

Information flows through formal communication channels in three directions: downward, upward, and spiral.

Question 63

Decoding is the process of converting an idea into words or gestures that will convey meaning.

Question 64

A free exchange of information helps boost efficiency and productivity within organizations.

Question 65

Wes is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-Oxley regulation.This is an example of external communication.

Question 66

The sender of a message has primary responsibility for the success or failure of the communication transaction.

Question 67

The three primary business communication functions are to inform, to persuade, and to entertain.

Question 68

A company's management team has come up with a strategic plan and will share it with all employees.This is an example of downward communication.

Question 69

As long as the message is properly transmitted from the sender to the receiver, successful communication has taken place.

Question 70

Creating an environment for useful feedback is an effective way to overcome communication obstacles.

Question 71

Jacqueline, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager.This is an example of a downward flow of communication.

Question 72

The best feedback to a message is descriptive rather than evaluative.

Question 73

Many of today's companies have decreased the number of operating units and managers, thereby shortening lines of communication.

Question 74

The process of communication begins when the receiver puts a message into writing.

Question 75

Tonya, a company department manager, frequently communicates via e-mail with other department managers within the company.This is an example of an upward flow of communication.

Question 76

External communication includes sharing ideas and messages with superiors, coworkers, and subordinates.

Question 77

Today's organizations prefer interactive, fast-results communication, such as e-mail, instant messaging, text messaging, and cell phones.

Question 78

One disadvantage of written communication is that it can be dangerous.

Question 79

One advantage of oral communication over written communication is that it minimizes misunderstandings.

Question 80

You and your boss come from very different educational and professional backgrounds.You are most likely to experience communication barriers due to differing frames of reference.