Deck 4: The Writing Process

Question 1

In some cultures, maintaining eye contact is not important and may even be considered impolite.

Answer 1

True

Question 2

Most people instinctively know how to use touch as a form of business communication.

Answer 2

False

Question 3

It is possible to listen and yet not understand.

Answer 3

True

Question 4

Poor listeners may not be aware of their weakness.

Question 5

When using social media to attract customers, a company should not encourage feedback from them.

Question 6

When customers are listened to online, they are more likely to contribute to company social media sites.

Question 7

Good grooming helps ensure that you make a positive first impression in your communication with others.

Question 8

In almost all cultures, adults usually use higher-pitched voices when speaking to children.

Question 9

Using your eyes is a particularly effective way to express meaning without words.

Question 10

As long as companies provide a way for customers to provide feedback online, the companies shouldn't worry about responding consistently.

Question 11

Getting their message out is the primary objective of companies that use social media effectively.

Question 12

The way you stand and where you position your legs or arms signal whether your verbal message is emotional or rational.

Question 13

One of the major causes of poor listening is lack of training in the process.

Question 14

The communication skill we use most is listening.

Question 15

Our culture, status, and specific situation influence the meaning we attach to time.

Question 16

Although a nonverbal message is not written or spoken, it may be conveyed along with a verbal message.

Question 17

Hearing consists of interpreting and assigning meanings to the sounds that are heard.

Question 18

At a staff meeting, people tend to maintain a distance of 4 to 12 feet from each other, reflecting the social zone where this interaction typically occurs.

Question 19

Individuals from London or the United States are likely to touch people they are talking with more frequently than individuals from Paris or Puerto Rico do.

Question 20

In terms of space and territory, communication can occur within the intimate zone, the personal zone, the social zone, or the public zone.

Question 21

One benefit of having an intranet for employee feedback is that it helps to keep such feedback internal, rather than publicly available.

Question 22

During a telephone call, you should use your voice to project a friendly, competent image.

Question 23

For companies such as JetBlue, social media creates a collaborative, cost-effective way to interact with customers.

Question 24

To remain actively involved in a presentation, it helps to paraphrase the speaker's remarks internally.

Question 25

Holding a meeting is more efficient than sending an email message for communicating routine information.

Question 26

Important business decisions can and sometimes should be made through a text message conversation.

Question 27

It is just as important for a listener to maintain eye contact with the speaker as for the speaker to maintain eye contact with the whole audience.

Question 28

Answer the phone quickly to demonstrate that you care about your caller.

Question 29

Poor listening is due, in part, to the difference between the speed at which the sender speaks and the speed at which the receiver's brain processes data.

Question 30

Building meaningful relationships with customers and employees online requires more than good technological skills.

Question 31

The desire for face-to-face meetings crosses not only cultures, but generations as well.

Question 32

A company that handles online chat poorly may be doing more harm than good.

Question 33

Studies done by Kelly Services shows that most employees prefer to have virtual or online meetings rather than those conducted face-to-face.

Question 34

Multitasking while making a business call is not acceptable in most cases.

Question 35

Because they do not include nonverbal clues to meaning, the office phone and text messaging free employees from worries about business etiquette.

Question 36

The first step in planning a meeting is to determine the specific purpose and assess whether face-to-face contact is even necessary.

Question 37

Principles for using an office phone do not apply to work-related calls you receive on your personal smartphone.

Question 38

Avoid taking calls during business meetings.

Question 39

Engaging and responding to customers online often leads to customer avoidance of company websites.

Question 40

When you are striving to improve your listening skills, you can more easily eliminate physical distractions than mental distractions.

Question 41

The minutes of a meeting should emphasize what was accomplished, not what participants said.

Question 42

Which of the following is not true of touch?

A) The sense of touch is acquired before birth.
B) The importance of touch varies widely by culture.
C) You can't touch too much in a business setting.
D) People who never touch anyone in a business setting may be viewed as cold and insensitive.
E) Touching may be purely physical or simply a friendly gesture.

Question 43

Without nonverbal cues, ____ and ____ are more important when you use a phone.

A) font size, design
B) gestures, voice
C) grammar, sentence style
D) etiquette, voice
E) voice, attire

Question 44

Which of the following correctly describes an aspect of body movement as nonverbal communication?

A) You should avoid gestures because they distract from your message.
B) Most cultures stress the importance of maintaining eye contact.
C) You'll appear nervous if you lean forward during a business conversation.
D) Receivers tend to misinterpret subtle upper-body movements.
E) Facial expressions generally have the same meaning across cultures.

Question 45

Which of the following is not a true statement about hearing?

A) You can hear and still not listen.
B) Hearing is simply perceiving sound.
C) Hearing is a passive process.
D) Hearing tends to tune out "normal" sounds.
E) Hearing involves much more than listening.

Question 46

Which of the following does not accurately describe body movement?

A) Facial expressions are the most expressive part of the body.
B) Gestures illustrate and reinforce your verbal message.
C) Gestures are very similar in meaning across cultures.
D) Body stance is another form of nonverbal communication.
E) Your eyes are the most important nonverbal feature of your face.

Question 47

With an agenda, you can better prepare for a meeting by gathering background information and remaining focused on what is to be covered.

Question 48

Which of the following is probably the least developed of the four communication skills?

A) listening
B) seeing
C) writing
D) reading
E) speaking

Question 49

If your supervisors pat you on the back from time to time, they are entering your ____ zone.

A) personal
B) intimate
C) public
D) social
E) ethnic

Question 50

Which statement does not accurately describe voice qualities?

A) Nervous people usually talk slowly.
B) People who speak too loudly appear pushy or insecure.
C) In most languages, a rising intonation signals a question.
D) Tone can reinforce or contradict message meaning.
E) Tone can carry intended and unintended meaning.

Question 51

Proper logistics, including appropriate timing, location, and room setup, can enhance the productivity of a meeting.

Question 52

If you are part of a large audience, the speaker on stage is considered in the ____ zone.

A) personal
B) intimate
C) public
D) social
E) ethnic

Question 53

Listening is

A) a passive process of perceiving a sound.
B) a culturally sensitive process of interpretation.
C) sound waves striking the eardrum.
D) an active process of assigning meaning to sounds.
E) an accommodation to the transmission and reception of messages.

Question 54

Begin and end meetings on time for maximum efficiency.

Question 55

You can convey a positive, professional image on the phone by

A) eating a quick snack to keep up your blood sugar.
B) putting the caller on hold if you get another call.
C) using your natural voice, but making sure you don't sound bored.
D) using your time efficiently by keeping your email on the screen.
E) using frowns and eye rolling to let off steam when annoyed.

Question 56

When planning a meeting, invite only those who have a specific reason to attend.

Question 57

Which of the following is not good advice for using your smartphone for work?

A) Avoid talking in public for important calls.
B) During meetings, set your phone to vibrate and move to a corner of the room.
C) Avoid talking while driving.
D) Use office phone principles.
E) Schedule a time for important calls so you can talk privately.

Question 58

When you give the speaker your undivided attention, you

A) actually give the speaker's comments your undivided attention.
B) focus on how the talk is delivered.
C) focus on how interesting the speaker is.
D) check to see whether the speaker maintains eye contact with the audience.
E) focus on how well groomed and relaxed the speaker is.

Question 59

Starting on time sends a clear message that the attendees will not delay discussions and decisions while awaiting chronic latecomers.

Question 60

Unless an attendee suggests a new topic at the start, only information listed on the agenda should be discussed at a meeting.

Question 61

The first thing you should do before calling a meeting is

A) formulate an agenda.
B) determine who should attend.
C) decide what you want to achieve.
D) plan the schedule and location.
E) designate someone to take minutes.

Question 62

When you are involved in listening to a speaker, you

A) think about how the information relates to your goals.
B) prevent any uncomfortable silences.
C) plan your response to the main points.
D) identify the weakest arguments and supporting details.
E) focus on the source of the content and evaluate its credibility.

Question 63

Which of the following is not a key to better listening?

A) giving the speaker your undivided attention
B) keeping an open mind
C) not interrupting
D) involving yourself
E) taking detailed notes

Question 64

Which of the following is not one of the purposes for calling a meeting?

A) Meetings keep employees informed of events that are related to their duties.
B) Meetings provide a forum for soliciting input.
C) Meetings promote unity and cohesiveness through social interaction.
D) Meetings encourage follow-up later.
E) Meetings lead to the solution of problems.

Question 65

When planning the logistics of a formal meeting, you should consider

A) using a circular arrangement to facilitate consensus.
B) arranging the chairs in classroom style to encourage interaction.
C) separating participants in satellite format to keep the facilitator far from the door.
D) use a U-shaped setup so all participants can see each other.
E) have participants change tables from time to time to stimulate new thinking.

Question 66

Which of the following is not a good way to improve your listening skills?

A) Focus on the speaker's content rather than on how the talk is delivered.
B) Keep an open mind to accept new information and points of view.
C) Interrupt the speaker when you have a question or an idea to share.
D) Involve yourself by mentally summarizing what the speaker is saying or by taking notes.
E) Maintain eye contact with the speaker to show interest.

Question 67

When you listen with an open mind, you

A) think you "lose" if you come to agree with the speaker's position.
B) seek to analyze why the speaker is taking a certain viewpoint.
C) contrast the speaker's facts with your experience.
D) apply a subjective frame of reference.
E) consider how the speaker looks, sounds, and acts.

Question 68

The meaning you attach to time depends on your

A) culture, experience, and communication skills.
B) location, context sensitivity, and power distance.
C) status, culture, and specific situation.
D) familiarity with nonverbal nuances.
E) status as a sender, receiver, or team member.

Question 69

The ability to conduct a business meeting is a critical management skill because

A) so many meetings are held.
B) the most important business dealings happen in face-to-face meetings
C) most meetings are productive.
D) peers and supervisors expect managers to run meetings effectively.
E) no other office personnel can run a meeting.

Question 70

When you have to leave a voice-mail message, you should

A) give your name, phone number, and the reason for your call.
B) vary the wording to maintain interest if you call back again.
C) explain in detail the reasoning behind your thoughts.
D) request the other person's cell or home phone number.
E) speak impersonally to preserve a professional demeanor.

Question 71

Which of the following is not an example of good telephone technique?

A) Answer all calls by the second or third ring.
B) If a caller asks a question you can't answer, end the call politely.
C) Give the caller your full attention.
D) Ask before you put someone on hold, allowing time for a response.
E) Use the other person's name to personalize the conversation.

Question 72

____ allow companies to engage employees online.

A) Internets
B) Voice messages
C) Bulletin boards
D) Intranets
E) Podcast

Question 73

Planning a meeting includes all but which one of the following?

A) identifying the purpose of the meeting
B) determining whether a meeting is really necessary
C) preparing an agenda
D) deciding who should attend
E) including all department employees

Question 74

Which of the following is not good advice for receiving and ending telephone calls at work?

A) Take notes to remember important information.
B) Always say a formal "Goodbye."
C) Use your company's standard greeting.
D) Follow your company's norm when ending the call.
E) Answer the call within two or three rings.

Question 75

Allowing a few moments of silence in a conversation

A) conveys disrespect for the speaker.
B) reduces conflict and promotes consensus.
C) puts pressure on you to rebut the speaker's ideas.
D) shows that you have doubts about the speaker's views.
E) allows the speaker time to elaborate.

Question 76

Which is not a function of the leader of a meeting?

A) Encouraging quieter members to participate.
B) Summarizing the accomplishments at the end of the meeting.
C) Ensuring that participants support their ideas with evidence.
D) Stating the purpose and previewing the agenda at the start.
E) Keeping participants focused on agenda items.

Question 77

Why should you prepare an agenda even for informal meetings?

A) It will give you a record of what has been discussed.
B) It will help focus the attention of all participants.
C) It enables you to inform participants of the day, time, and place.
D) It will cover reports of previous meetings.
E) It will convince participants of the need for a meeting.

Question 78

Which of the following is not good advice about deciding who should attend a meeting?

A) Decide how each participant's presence is related to your purpose.
B) Consider how group members differ in status within the organization.
C) Don't underestimate the effect of potential group members' hidden agendas.
D) Consider how the potential group members differ in knowledge about the issue.
E) Try to represent the differences in status, knowledge, communication skills, and personal relationships.

Question 79

The main reason to make your telephone voice sound pleasant is that

A) you can avoid straining your throat as you speak.
B) the other person may be angry, depressed, or bored.
C) you are applying good listening technique.
D) the other person has no visual cues to supplement your voice.
E) you will remind the other person that the boss may be calling.

Question 80

Which of the following channels is the richest for communicating delicate or controversial messages?

A) texting
B) email
C) face to face
D) voice mail
E) Skype