Deck 5: Business Communication: Creating Delivering Messages That Matter

Question 1

If an email is intended for a recipient who is likely to feel negative about it, you should end the email on a positive note.

Answer 1

True

Question 2

As globalization gains speed, intercultural communication will become less important to business success.

Answer 2

False

Question 3

A business email should have as many attachments as possible to communicate a message.

Answer 3

False

Question 4

Studies cited in The Wall Street Journal's Career Journal suggest that during face-to-face communication, the body language of the speaker conveys maximum meaning to the listener.

Question 5

In face-to-face communication, the verbal content of a message conveys much more meaning to the listener than the tone of voice and body language.

Question 6

Voice mail is an example of a communication channel with low channel richness.

Question 7

A business email should have a compelling subject line.

Question 8

In the context of communication, taking notes helps one concentrate and listen better.

Question 9

A benefit of using active voice in business communication is accountability.

Question 10

In-person presentation is a communication channel with high channel richness.

Question 11

Research done by Edward P. Bailey, noted professor and business communication author, affirms that it is OK to split infinitives in written business communication.

Question 12

Within American culture, sustained eye contact indicates integrity, trust, and respectful attention, whether you're communicating with a subordinate, a superior, or a peer.

Question 13

In the context of nonverbal communication, leaning forward during a conversation is considered a sign of interest.

Question 14

In American culture, older people tend to experience negative age bias more often than younger people.

Question 15

Communication must be static and one-way rather than dynamic and two-way.

Question 16

American culture associates youth with creativity and independence.

Question 17

Effective communication happens when one transmits relevant meaning to one's audience.

Question 18

Texting is an example of a communication channel with high channel richness.

Question 19

In the context of business presentations, to listen better one should begin speaking the moment the presenter stops talking.

Question 20

Studies cited in The Wall Street Journal's Career Journal suggest that during face-to-face communication, 38% of meaning comes from tone of voice.

Question 21

Maurice, a project manager, organizes a video conference in his office to discuss a new project with his team. During the meeting, his team members complain that his office is freezing cold and that they are not able to focus on the discussion. Which of the following types of communication barriers is Maurice's team experiencing in the given scenario?

A) An organizational barrier
B) A physical barrier
C) A language barrier
D) A perceptual barrier

Question 22

Studies suggest that three days after a presentation, people retain more from an oral presentation than from a visual presentation.

Question 23

An advantage of Google Presentations software is that it is invulnerable to hackers.

Question 24

Ideally, the opening of your business presentation will summarize your key points.

Question 25

When drafting an email using block paragraphs, you should use single spacing between paragraphs.

Question 26

When Imex Industries, a European product manufacturing company, started a partnership with a foreign product manufacturing company called Munimez Inc., they both suffered in the initial stages of planning and production because of differences in lingual semantics. In the given scenario, both companies most likely faced _____ to communication.

A) perceptual barriers
B) language barriers
C) physical barriers
D) organizational barriers

Question 27

If you receive unwanted questions in the middle of your presentation, you should remind the questioner that there will be time for questions at the end.

Question 28

Which of the following statements is true of effective business communication?

A) The speaker should seek and understand feedback from the speaker's audience.
B) The communication should be static and one way.
C) The communication is most effective when a speaker is able to extensively use special effects and sounds in the presentation.
D) The communication is most effective when a speaker is able to extensively use jargon in his speech.

Question 29

Mercy Eston, a start-up company, has a small office space. Its employees often complain about the lack of personal space because of a congested seating arrangement and lack of a proper ventilation system. In this scenario, the employees of Mercy Eston are most likely facing _____ to communication.

A) perceptual barriers
B) language barriers
C) organizational barriers
D) physical barriers

Question 30

Which of the following statements is true of communication barriers?

A) They cannot be physical.
B) They can arise in a number of different forms.
C) Most of them are insurmountable.
D) Some noise is essential for effective communication.

Question 31

In the context of communication barriers, _____ can range from a document that looks like a wall of type to a room that's freezing cold.

A) physical barriers
B) language barriers
C) perceptual barriers
D) organizational barriers

Question 32

Gimn Sphere, a content development firm, rents a small building and moves its marketing team there to make room for new content developers. The new building is smaller than Gimn Sphere's main office, with smaller cubicles and a poor heating system. The marketing team members are unhappy with the new environment, which directly affects their productivity. In the given scenario, the marketing team is most likely facing _____ to communication.

A) organizational barriers
B) perceptual barriers
C) physical barriers
D) language barriers

Question 33

The finance and the marketing department of a company are required to collaborate on a project. However, the two teams face significant challenges while trying to communicate with each other because of the use of jargon specific to each department. In the given scenario, which of the following communication barriers do the teams face?

A) Organizational barriers
B) Physical barriers
C) Language barriers
D) Perceptual barriers

Question 34

Fiola is undergoing a special training session to understand the theory of relativity. Mark, Fiola's tutor, conducts the training sessions for her. Mark uses jargon, and this makes it difficult for Fiola to comprehend the theory. In this scenario, which of the following communication barriers is most likely interfering with Fiola's understanding of the theory?

A) A language barrier
B) A physical barrier
C) A cultural barrier
D) A perceptual barrier

Question 35

Uncomfortable chairs at a conference can create a(n) _____ to communication.

A) organizational barrier
B) body language barrier
C) physical barrier
D) perceptual barrier

Question 36

During his English class, Ingrid was struggling to focus on the presentation given by his professor as the classroom was freezing cold. Also, the professor's table was creaking. In this scenario, both the cold atmosphere in the classroom and the creaking table are _____ to communication.

A) perceptual barriers
B) physical barriers
C) body language barriers
D) organizational barriers

Question 37

In the context of challenges to effective communication, the term _____ refers to any interference that causes the message you send to be different from the message your audience understands.

A) noise
B) deflate
C) tardiness
D) clone

Question 38

Which of the following factors is likely to create a language barrier to communication?

A) The use of slang
B) Fidgeting
C) Having unique views on an issue
D) A hierarchical organizational structure

Question 39

Drumming one's fingers on a desk while talking can distract the audience and create a _____ to communication.

A) language barrier
B) perceptual barrier
C) cultural barrier
D) body language barrier

Question 40

Fiona, an industrial psychologist, is asked to give a presentation on the benefits of healthy colleague relationships to the employees of a textile company. In her presentation, Fiona uses various technical terms, all related to the subject of psychology, because of which the employees find it difficult to understand her and quickly lose interest in the presentation. In the given scenario, the employees of the textile company face a(n) _____ to communication.

A) perceptual barrier
B) language barrier
C) organizational barrier
D) physical barrier

Question 41

Ashlee, a human resource manager in a company, wants to introduce some changes in the leave policy of the company. However, the board of directors is reluctant to accept the changes as it feels that the changes will increase the attrition rate of the company. Which of the following communication barriers is Ashlee facing in the given scenario?

A) A perceptual barrier
B) A physical barrier
C) An organizational barrier
D) A body language barrier

Question 42

David, a German, and Rohit, an Indian, are representing their respective countries in a global summit. Unaware of each other's social practices, both David and Rohit are not able to communicate properly with each other. During lunch, Rohit eats bread with his hand, whereas David uses a fork and knife. This further reinforces their negative impression of each other. Which of the following communication barriers are David and Rohit facing in the given scenario?

A) Perceptual barriers
B) Organizational barriers
C) Physical barriers
D) Cultural barriers

Question 43

Paulina is constantly distracted by Samantha, her colleague, who always slouches in her chair during meetings, fiddles with papers and pens, and keeps cracking her knuckles while talking. In the given scenario, Paulina gets distracted by _____.

A) organizational barriers
B) perceptual barriers
C) physical barriers
D) body language barriers

Question 44

Richard, the sales manager of a toy company, wanted to put forward an idea for improving the sales of the products to the board of directors. However, when he was presenting the idea in the monthly team meeting, the board members were not able to concentrate as they got distracted by Richard's slouched posture, his inability to look them in the eye, and his constant foot movement. In the given scenario, which of the following communication barriers prevented the board members from paying attention to Richard's idea?

A) Body language barriers
B) Physical barriers
C) Language barriers
D) Organizational barriers

Question 45

Identify a true statement about nonverbal communication.

A) Variation in tone during a conversation distracts the listeners from focusing on the content of the message.
B) Fidgeting during a conversation is usually considered a sign of intelligence.
C) Facial expressions are not an effective means of communication.
D) Paying attention to a monotone takes more concentration than most people are willing to muster.

Question 46

Marvin, an assistant manager at a nonprofit organization, wanted to start a new project and required funds from his seniors. However, his seniors thought that he was not responsible enough to handle either the funds or the workload. They assumed him to be a carefree individual with a laid-back attitude toward work. Therefore, they rejected his request. In the given scenario, Marvin most likely faced _____.

A) language barriers
B) organizational barriers
C) physical barriers
D) perceptual barriers

Question 47

Andrew wants to give some constructive feedback to his superiors about improving the work environment. However, he is reluctant to do so because his supervisors are nonresponsive to team members' queries and suggestions. In the given scenario, Andrew faces a(n) _____.

A) cultural barrier
B) physical barrier
C) body language barrier
D) organizational barrier

Question 48

Michael has excellent oratory skills. He is well-spoken and very innovative. However, people are often distracted by his odd mannerisms while speaking, such as his constant foot movement, his slouched posture, and his habit of biting nails. In the given scenario, people get distracted because of _____ to communication.

A) perceptual barriers
B) organizational barriers
C) body language barriers
D) physical barriers

Question 49

In the context of nonverbal communication, fidgeting during a conversation is likely to be considered a sign of:

A) respectfulness.
B) interest.
C) nervousness.
D) honesty.

Question 50

As globalization gains speed, intercultural communication will:

A) disappear in a few years because people will adopt a uniform global culture.
B) become increasingly pivotal to long-term business success.
C) improve through the use of technical jargon.
D) become less significant.

Question 51

Which of the following statements is true of organizational barriers to communication?

A) They are hard to change.
B) They are not related to organizational structure.
C) They stem from the use of jargon.
D) They develop because of poor ergonomics at the workplace.

Question 52

When George, an American, went to represent his company in a global conference held in Germany, he was unaware of the social practices of the host country. While talking to a German representative, he used the "ok" gesture, which is considered inappropriate in Germany. This created tension and uneasiness between him and the German representative. Which of the following communication barriers did George most likely face in the given scenario?

A) An organizational barrier
B) A cultural barrier
C) A perceptual barrier
D) A physical barrier

Question 53

The employees of Marconium Inc. often feel that they cannot comment on the management policies of the company even though there is no rule that prevents them from being critical of the management. In the given scenario, the employees of Marconium Inc. are facing a(n) _____.

A) physical barrier
B) organizational barrier
C) cultural barrier
D) body language barrier

Question 54

Erika has an upcoming meeting with Maggie, a prospective client. John, Erika's senior manager, tells her to observe Maggie's body language to determine whether the firm can expect business from her. To gauge Maggie's interest in the conversation, he tells Erika to observe whether she leans forward while listening. Which of the following forms of nonverbal communication is John referring to for gauging the outcome of the conversation between Erika and Maggie?

A) Gestures and posture
B) Facial expressions
C) Perceptual emotions
D) Tactile expressions

Question 55

George, the CEO of an electronics company, wants to invest in an experimental technology that could provide the company with a huge profit if it becomes successful. However, the board of directors is skeptical about the success of this technology and refuses to support George's proposal. Which of the following communication barriers does George face in the given scenario?

A) A physical barrier
B) A perceptual barrier
C) An organizational barrier
D) A body language barrier

Question 56

_____ is a form of communication that does not involve the use words.

A) Intercultural communication
B) Dynamic delivery
C) Active listening
D) Nonverbal communication

Question 57

Which of the following statements is true about nonverbal communication?

A) Tone of voice is not important for effective communication.
B) People communicate through a wide range of facial expressions.
C) Body language transmits less meaning that the actual words of the message.
D) Gestures do not particularly influence the interpretation of the message by listeners.

Question 58

As a listener, you are most likely to interpret the maximum meaning from a speaker's:

A) facial expressions.
B) words.
C) tone of voice.
D) pitch.

Question 59

Callie, an assistant supervisor in an automobile company, wants to actively contribute to the growth of the company by suggesting some changes in its administrative policies. However, she does not get the opportunity to do so because of a high power distance in the company. In the given scenario, Callie faces a(n) _____.

A) cultural barrier
B) physical barrier
C) body language barrier
D) organizational barrier

Question 60

Who among the following individuals uses nonverbal communication?

A) Winston, who uses technical jargon that is often difficult for his colleagues to understand
B) Rudolf, who communicates with his employees through his secretary
C) Herbert, who maintains eye contact with his employees while talking to them
D) Brian, who has difficulty expressing his ideas because of language differences

Question 61

Herbert, a finance analyst at a company, is asked to deliver a presentation to all employees of the company on the procedure involved in filing tax returns. He ensures to keep the language simple and does not use any financial jargon during the presentation. Instead, he uses commonly known terms to convey the message. Which of the following communication guidelines is Herbert following in the given scenario?

A) Avoid bias
B) Analyze one's audience
C) Avoid the use of slang
D) Be concise

Question 62

Rubin, a freelance software developer, has a meeting with an independent bakery owner to discuss a potential project. Before meeting with the client, Rubin does a thorough research on the client's business and the client's educational background. He develops his proposal accordingly, ensuring to use common words instead of technical jargon. In the given scenario, which of the following communication guidelines does Rubin follow?

A) Avoid bias
B) Avoid the use of slang
C) Be concise
D) Analyze your audience

Question 63

In the context of active listening, one of the dos for better listening is the use of _____.

A) nonverbal communication
B) indirect feedback
C) dynamic delivery
D) in-person presentation

Question 64

In the context of communication channels, which of the following is a similarity between memos and email?

A) Both have high channel richness.
B) Both can be used when your content is uncontroversial.
C) Both can be used when your content is complex or high-priority.
D) Both ensure that your audience experiences your full message directly.

Question 65

To decide the vocabulary and the complexity of a message, one must know the _____ of the audience.

A) expectations
B) education level
C) financial position
D) family background

Question 66

In the context of the various roles employees take up in an organization, who among the following is most likely to spend a lot of their time listening?

A) Clerks
B) Executives
C) Hourly employees
D) Junior managers

Question 67

In the context of American culture, which of the following is one of the dos for better listening?

A) If you receive text messages or emails, just give them a quick glance.
B) Use your extra mental capacity to summarize what the speaker is saying.
C) Ignore the body language of the speaker and focus on the verbal content.
D) Frown to convey your doubts regarding the point the speaker is making.

Question 68

In the context of American culture, which of the following is one of the don'ts for better listening?

A) Don't take notes while listening.
B) Don't get overly comfortable.
C) Don't pay attention to the body language of the speaker.
D) Don't smile or nod at the speaker.

Question 69

Which of the following communication channels should ideally be used when you need to reach a large audience with an important message?

A) Voice mail
B) Telephone conversation
C) Direct marketing
D) In-person presentation

Question 70

Which of the following communication channels should ideally be used when the content is uncontroversial and a quick response regarding relatively simple issues is required?

A) Telephone conversation
B) Texting
C) Videoconferencing
D) Face-to-face meeting

Question 71

Which of the following statements is true about listening?

A) For most people, only 15% of learning is derived from listening.
B) Listeners are focused and determined to pay attention 75% of the time.
C) For most people, listening is much slower than thinking.
D) Hourly employees are likely to spend 90% of their time listening.

Question 72

Ron, an employee of Orifeon Corporation, is involved in various fraudulent activities. His team members find out about Ron's behavior and report it to their manager, Jaden. Jaden decides to discuss this issue with Ron. In this scenario, which of the following communication channels is Jaden most likely to use?

A) Telephone
B) Face-to-face meeting
C) Memo
D) Text message

Question 73

The various ways in which a message can be sent, ranging from one-on-one in-person meetings to Internet message boards, are called _____.

A) meeting points
B) message transmitters
C) communication channels
D) personalized anchors

Question 74

_____ has high channel richness, and especially with state-of-the-art equipment, it conveys much of the richness of actually being there.

A) Emailing
B) Videoconferencing
C) Blogging
D) Texting

Question 75

Which of the following communication channels helps your audience benefit from hearing your tone and how it changes through the chat?

A) Texting
B) Telephone conversation
C) Online social networking
D) Email

Question 76

Which of the following scenarios exemplifies a nonverbal communication that is most likely to have a negative impact on the outcome of a conversation?

A) Tim leans forward while speaking to his project manager about his team's recent project outputs.
B) Angie maintains sustained eye contact with her firm's American client during her presentation.
C) Vincent maintains a low tone of voice when he is angry with his colleague, Keith.
D) Rudolph fidgets frequently when he delivers a PowerPoint presentation to his sales team.

Question 77

As a communication channel, _____ has the highest level of channel richness and is used when the message to be communicated is personal, emotional, or high-priority.

A) voice mail
B) a face-to-face meeting
C) a text message
D) a memo

Question 78

In the context of the various roles employees take up in an organization, who among the following are least likely to spend most of their time listening?

A) Senior executives
B) Hourly employees
C) Managers
D) Salespeople

Question 79

Which of the following communication channels should ideally be used when you must communicate lengthy or detailed uncontroversial information?

A) Telephone conversation
B) In-person presentation
C) Voice mail
D) Memos

Question 80

Jim, the CEO of a management firm, needs to deliver a presentation on work ethics to his employees. He has a thorough knowledge of his employees' educational backgrounds. He uses this knowledge to create a presentation that would convey the message to his employees. In the given scenario, which of the following communication guidelines is Jim following?

A) Be concise
B) Analyze your audience
C) Avoid the use of slang
D) Avoid bias