Deck 1: Achieving Success Through Effective Business Communication

Question 1

Which of the following would not be considered a stakeholder when it comes to your business communications?

A) Co-workers
B) Customers
C) Friends
D) Investors

Answer 1

Friends

Question 2

An example of internal communication would be

A) an e-mail message from a manager to a supplier requesting updated prices on parts.
B) an e-mail message from a sales manager to a salesperson asking for a report on travel expenses for a trade show.
C) a phone call from a manager to a computer repair firm checking on the status of a printer being repaired.
D) a fax from a magazine to an advertiser quoting new ad rates.

Answer 2

an e-mail message from a sales manager to a salesperson asking for a report on travel expenses for a trade show.

Question 3

An example of informal external communication would be

A) on the golf course, a restaurant owner listens to a friend describe the poor service she recently received while dining at the restaurant.
B) a group of friends discuss a product they have all recently purchased.
C) two department managers from the same company talk business while eating lunch.
D) all of the above.

Answer 3

on the golf course, a restaurant owner listens to a friend describe the poor service she recently received while dining at the restaurant.

Question 4

In most organizations, the grapevine tends to be particularly active when

A) employees are satisfied with their jobs.
B) formal communication channels are working efficiently.
C) employees are wasting company time.
D) the formal communication network is not providing the information employees believe they need.

Question 5

When it comes to the informal communication network, savvy managers

A) work hard to shut it down.
B) tap into it to spread and receive informal messages.
C) ignore most of the information it contains.
D) none of the above

Question 6

A flatter organizational structure

A) decreases the chance of misunderstandings occurring.
B) helps make communication more efficient.
C) can block effective communication by overburdening key individuals.
D) does all of the above.

Question 7

If a company's formal communication network contains many levels of hierarchy

A) communication tends to be more effective.
B) downward communication tends to be more effective, but upward does not.
C) upward communication tends to be more effective, but downward does not.
D) upward and downward communication tend to be less effective.

Question 8

Which of the following is not one of the four main ways to improve business communication?

A) Acknowledge the importance of the situation.
B) Minimize distractions.
C) Adopt an audience-centered approach.
D) Provide constructive feedback.

Question 9

A communication channel is

A) chosen based partly on the formality of your message.
B) the specific method chosen for sending a message, such as e-mail, a memo, or a phone call.
C) a means for transmitting your message.
D) all of the above.

Question 10

In the communication process all of the following occur except

A) the receiver decodes the message.
B) the sender transmits the message.
C) the receiver has an idea.
D) the receiver gets the message.

Question 11

Distorting the parts of a received message that do not fit your preconceptions is called

A) discrimination.
B) misreading.
C) selective perception.
D) stereotyping.

Question 12

Which of the following contributes to overcoming emotional distractions in business communication?

A) A top-down management style
B) Unspoken limits on the kinds of information that can be transmitted
C) Recognizing your feelings and anticipating others' reactions
D) High salaries and great benefits

Question 13

Writing and speaking from your audience's point of view makes it more likely that

A) you will lose prestige in the eyes of your audience.
B) there will be confusion about the meaning of your messages.
C) receivers will understand your message and respond positively.
D) your message will be ineffective.

Question 14

Like e-mail, instant messages

A) are not considered legal documents.
B) can be used as evidence in lawsuits or criminal trials.
C) are the employee's private property, and cannot be monitored.
D) are none of the above.

Question 15

Which of the following is an example of an ethical dilemma?

A) Deciding whether or not to inform employees that layoffs are coming as they work on finishing a big project
B) Deciding whether or not to sell company stock when you've received inside information on a coming downturn
C) Deciding whether or not to use the copy machine for personal papers
D) Deciding whether or not to declare the costs of your vacation travel as a deductible business expense

Question 16

Effective managers avoid the grapevine and communicate with employees through formal channels only.

Question 17

Informal external communication is generally less important than formal communication.

Question 18

Social networking technologies help companies capitalize on all the connections their employees may have.

Question 19

Social networking software helps companies prevent employees from sending personal e-mail messages from their offices.

Question 20

The more links in the formal communication chain, the greater the opportunity for distortion of messages.

Question 21

Employees should avoid strong negative feedback at all costs.

Question 22

The goal of an open communication climate is to eliminate the need for any feedback.

Question 23

"Noise" refers to any interference that prevents the audience from receiving your message.

Question 24

Too much information is always better than not enough.

Question 25

In today's business environment, clients and co-workers expect you to answer your cell phone while meeting with them.

Question 26

E-mail and instant messages are legal documents and can be used as evidence in lawsuits or criminal trials.

Question 27

When, within a single company, the sales manager calls the production manager to discuss a delay, the message is traveling in the ____________________ communication network.

Question 28

Social ____________________ technologies help companies take advantage of all the connections their employees may have.

Question 29

When a sender puts an idea into a message the reader will understand, the sender is ____________________ the message.

Question 30

For a message to be successfully received, the receiver must ____________________ the message-extract your idea from it.

Question 31

Deliberately misleading an audience by omitting disappointing profit figures from a presentation is an example of ____________________ communication.

Question 32

When is the grapevine most active within an organization?

Question 33

List at least three examples of formal external communication.

Question 34

Briefly define "knowledge workers."

Question 35

What characterizes an "open communication climate"?

Question 36

How can the exchange of numerous messages become a barrier to effective communication?

Question 37

Describe the various directions communication flows through an organization's formal network, and give an example of each one.

Question 38

Describe five strategies for overcoming communication barriers and briefly explain what each one of these strategies requires.