Deck 1: Achieving Success Through Effective Business Communication

Question 1

Generally speaking,limitations of the formal communication network

A) discourage employees from taking advantage of social media.
B) have not affected the popularity of social media in the business environment.
C) have helped to spur the growth of social media in the business environment.
D) tend to decrease employees' dependence on the Internet.
E) do none of the above.

Answer 1

C
Explanation: C)Formal communication can only flow downward,upward,and horizontally.This does not encourage communication to flow more freely.As a result,social media has grown in the business environment to fill that gap.The limitations of the formal communication network has encouraged employees to take advantage of social media,increased the popularity of social media in a business environment,and increased employees' dependence on the Internet.

Question 2

Communication is the process of

A) transferring information and meaning.
B) listening actively.
C) writing messages.
D) speaking to others.
E) none of the above.

Answer 2

A
Explanation: A)Communication is the process of transferring information and meaning between senders and receivers,using one or more written,oral,visual,or electronic media.The other answers are only part of the communication process.

Question 3

Which of the following is not one of the five ways to get the audience to notice your messages?

A) Acknowledge the importance of the situation.
B) In every message, admit that you could be wrong.
C) Use words, images, and designs that are familiar.
D) Consider audience expectations.
E) Ensure ease of use.

Answer 3

A
Explanation: A)The five ways to get the audience to notice your message is to 1)consider audience expectations,2)ensure ease of use,3)emphasize familiarity,4)practice empathy,and 5)design for compatibility.The other answers are what the sender should do to get the audience to notice your message.

Question 4

An example of horizontal communication is

A) a junior staff person giving information to a staff supervisor.
B) a company briefing held on the organization's ground floor.
C) an email message about sick leave sent from one department secretary to a secretary in a different department.
D) an email message that sparks a chain of multiple replies.
E) all of the above.

Question 5

In which of the following organizational structures do employees report to two managers at the same time?

A) virtual organization
B) matrix structure
C) network structure
D) modern structure
E) none of the above

Question 6

When it comes to communication skills,employers express particular frustration with

A) experienced workers who shun new technologies.
B) recent college graduates who haven't learned how to adapt to a professional environment.
C) employees whose first language is not English.
D) male workers.
E) employees who believe they are tech-savvy.

Question 7

The final step in the communication process is

A) receiving the message.
B) sending the message.
C) the audience providing feedback to the sender.
D) interpreting the message.
E) decoding the message.

Question 8

In most organizations,the rumor mill 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 want.
E) there is a lack of gender balance among the employees.

Question 9

Every organization has

A) an intranet.
B) an extranet.
C) an informal communication network.
D) a tall communication structure.
E) a flat structure.

Question 10

An example of downward communication is

A) a junior staff person giving information to a staff supervisor.
B) a sales manager giving instructions to a salesperson.
C) an email message about sick leave from one staff secretary to another.
D) a company briefing held on the organization's top floor.
E) a conversation between colleagues that quickly becomes hostile.

Question 11

Stakeholders affected by the quality of business communication include

A) customers.
B) employees.
C) suppliers.
D) shareholders.
E) all of the above.

Question 12

In the first step of the communication process,the sender

A) decides what to say.
B) chooses a communication channel.
C) has an idea.
D) chooses a communication medium.
E) evaluates his or her options.

Question 13

Business communication is often more demanding than social communication because communication on the job is affected by the

A) pervasiveness of technology.
B) growing reliance on teamwork in business.
C) globalization of business.
D) increasing value of business information.
E) all of the above.

Question 14

To make your communication more effective,

A) clearly address your audience's wants and needs-not yours.
B) include as much information as possible, even if you're not sure it's necessary.
C) send the same messages by multiple channels.
D) avoid face-to-face conversations and communicate entirely by phone and email.
E) do all of the above.

Question 15

During a long meeting,you notice that you're automatically questioning the motives of anyone whose viewpoint does not match your own .You are engaging in

A) discrimination.
B) misreading.
C) selective perception.
D) stereotyping.
E) effective business communication.

Question 16

Which of the following is not a characteristic of effective business messages?

A) They provide practical information.
B) They present the writer's opinions as facts.
C) They state precise audience responsibilities.
D) They highlight and summarize essential information.
E) They are short.

Question 17

Uncomfortable meeting rooms,multitasking,and computer screens filled with popup messages are all examples of

A) problems with feedback.
B) distractions.
C) problems with background differences.
D) overload problems.
E) social media.

Question 18

The term corporate culture refers to

A) the number of organizational levels within a corporation.
B) the extent to which corporations dominate a particular culture.
C) the mixture of values, traditions, and habits that give a company its atmosphere and personality.
D) a company's sponsorship of events such as concerts and plays.
E) the heavy influence business has had on our society.

Question 19

A flatter organizational structure

A) tends to increase the chance of communication breakdowns.
B) helps make communication flow more efficiently.
C) is obsolete now that social networking is so widespread.
D) is helpful for small companies only.
E) makes internal conflict more difficult to manage.

Question 20

________ communication flows between departments to help employees share information,coordinate tasks,and solve complex problems.

A) Upward
B) Downward
C) Horizontal
D) Diagonal
E) Circular

Question 21

Which of the following is not a characteristic of ethical communication?

A) It includes all relevant information.
B) It is designed to hide some negative information.
C) It is true in every sense.
D) It is not deceptive in any way.
E) It is vital for formal communication, but less important for informal.

Question 22

Whereas Business Communication 1.0 tends to emphasize ________,Business Communication 2.0 focuses more on ________.

A) discussion, lecture
B) collaboration, isolation
C) control, influence
D) permission, intrusion
E) receivers, senders

Question 23

"Knowledge workers" are

A) employees who are responsible for orienting new executives.
B) charged with periodically testing all employees for proper training.
C) employees who are not on the payroll, but instead work for the knowledge they can gain from the experience.
D) employees at all levels of an organization who specialize in acquiring, processing, and communicating information.
E) no longer needed, since the Internet provides employees with all the information they require.

Question 24

In a ________ structure,a company supplements the talents of its employees with services from one or more external partners,such as a design lab or a sales and distribution company.

A) matrix
B) tall
C) flat
D) network
E) broad

Question 25

Most companies that embrace Business Communication 2.0

A) completely abandon the traditional approach to communication.
B) will eventually return to a 1.0 approach, since the technology turns out to be too complicated for most employees.
C) adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach.
D) are European.
E) do none of the above.

Question 26

Which of the following is the best solution to technology-related problems such as inappropriate use of the web and social media in the workplace?

A) Forbidding employees to use the web while they are in the office
B) Requiring employees to turn off their smartphones when they arrive for work
C) Developing clear policies that are evenly enforced
D) Rewarding employees who call your attention to those who are using these technologies inappropriately
E) "Going green" by removing all electronic devices (except telephones) from the office

Question 27

One major difference between the 1.0 and 2.0 approaches to business communication is that in the 2.0 approach audiences are encouraged to be

A) active participants in the communication.
B) compliant listeners.
C) passive recipients of the information the sender shares.
D) disengaged.
E) any of the above.

Question 28

Information overload is

A) a real problem that can lead to exhaustion and interfere with personal relationships.
B) a false condition concocted by workers who fear technology and its capabilities.
C) a condition that affects only those who work in high-tech jobs.
D) especially prevalent among elderly Americans.
E) none of the above.

Question 29

A(n)________ communication climate is one that promotes candor,honesty,and the sharing of negative information.

A) free-flowing
B) liberal
C) virtual
D) open
E) none of the above

Question 30

To help establish clear guidelines for ethical behavior,many companies provide employees a written

A) ethics audit.
B) ethical dilemma.
C) ethical lapse.
D) code of ethics.
E) ethics contract.

Question 31

The "information technology paradox" refers to

A) widespread confusion over how to utilize email and IM.
B) the idea that technology has cut down interpersonal communication in business.
C) the idea that information tools (such as email) can waste as much time as they save.
D) frustration surrounding incompatibility between Apple and Microsoft operating systems.
E) none of the above.

Question 32

"Business Communication 2.0" refers to

A) high-level correspondence as opposed to routine documents.
B) a new approach to business communication, emphasizing interaction and conversation rather than one-way publication.
C) specialized software that enables professionals to create impressive documents easily and efficiently.
D) the informal, abbreviation-laden writing style of today's younger generation.
E) none of the above.

Question 33

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 tell an employee that he needs to improve his performance
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
E) Deciding whether to use your corporate credit card to buy fuel for a personal trip

Question 34

Which of the following is an example of Business Communication 2.0 in action?

A) A manager sends out weekly newsletters to employees.
B) An electronics store invites customers to submit YouTube videos showing how to install home theater systems.
C) An advertising firm creates a television commercial for a local automobile dealer.
D) A small business owner rents sign space on neglected downtown buildings to promote revitalization efforts.
E) All of the above are examples of Business Communication 2.0.

Question 35

All of the following are examples of unethical communication except

A) using jargon.
B) selective misquoting.
C) distorting visuals.
D) plagiarism.
E) omitting vital information because it does not support your argument.

Question 36

"Emotional intelligence" refers,in part,to

A) the ability to keep emotions completely out of your communication at work.
B) the ability to figure out what others are thinking, even before they speak.
C) the ability to relate to the needs of others.
D) knowing how to diagnose and treat emotional problems in one's co-workers.
E) an aptitude for manipulating others' emotions.

Question 37

The accepted principles of conduct that govern behavior within a society are known as

A) laws.
B) social guidelines.
C) ethics.
D) protocols.
E) none of the above.

Question 38

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

A) Putting unsigned suggestions in the company suggestion box
B) Sharing confidential information with a new employer about your previous (competing) employer's major clients
C) Telling your supervisor that another employee is stealing office supplies
D) Providing incorrect data in a report, even though you did not know it was incorrect at the time
E) Sharing a negative earnings report with your supervisor

Question 39

In order for audience members to respond appropriately to a business message,they must

A) remember the message.
B) be able to respond to the message.
C) be motivated to respond to the message.
D) do all of the above.
E) do none of the above--communication is a simple process that everyone is naturally good at.

Question 40

When it comes to grammar and spelling,today's employers generally

A) expect employees to follow accepted standards.
B) take a laid-back approach as long as employees can get their point across.
C) understand and accept that abbreviations (such as those used in text messaging) and informal language are now the norm.
D) expect employees to use spell-check, but otherwise understand that mistakes are no big deal.
E) want employees to speak and write informally, so everyone feels comfortable.

Question 41

Expressing an idea in words or images is known as the ________ step of the communication process.

A) articulating
B) crystallizing
C) generating
D) inscribing
E) encoding

Question 42

Using words,images,and designs that are familiar to your audience will generally

A) mean fewer people will pay any attention to your messages.
B) frustrate customers who will confuse your company with others.
C) increase the chances that your messages will get noticed.
D) be viewed negatively by current and prospective clients.
E) prevent your messages from standing out.

Question 43

With the availability of telepresence and other sophisticated meeting technologies,face-to-face meetings

A) are still valuable in many situations.
B) are wasteful and unnecessary.
C) should happen only when the topic is highly controversial.
D) offer nothing that technology cannot replicate.
E) should be avoided, even when participants work in close proximity.

Question 44

Most of the information that flows downward in an organization is geared toward helping employees do their jobs.

Question 45

Whether or not incoming data are transferred from a recipient's sensory memory to short-term memory depends primarily on

A) whether or not the recipient pays attention to the data.
B) the recipient's I.Q.
C) the time of day.
D) how many times it is repeated.
E) the medium used to communicate the data.

Question 46

Downward communication flows from employees to executives,providing accurate,timely reports on problems,trends,opportunities,grievances,and performance.

Question 47

The rumor mill tends to be most active when employees receive too much information about their company.

Question 48

Workforce diversity includes differences not only in race but also in gender,education,and other areas.

Question 49

Flatter organizational structures generally create less distortion when it comes to internal communication.

Question 50

Attempting to promote products and services to customers who don't know they're being marketed to is known as ________ marketing.

A) viral
B) surprise
C) undercover
D) stealth
E) hidden

Question 51

It is never helpful to create a corporate culture that encourages employees to disagree with the boss.

Question 52

Among other factors,the globalization of business has decreased the demand for skilled communicators.

Question 53

Despite increased market globalization,the nature of business communication has not changed much in recent years.

Question 54

Knowledge workers specialize in acquiring,processing,and communicating information.

Question 55

Which of the following technologies are now used in business?

A) microblogs
B) video games
C) Facebook
D) smartphones
E) all of the above

Question 56

Turning your mobile phone off before meetings is

A) frowned upon, since it causes you to disconnect from colleagues and clients.
B) an effective way to help minimize barriers and distractions.
C) helpful only if you are not in a managerial position.
D) often grounds for dismissal in today's high-tech environment.
E) costly and inappropriate, since you might miss an important message from a potential client.
F) necessary only if your device does not have a silent mode.

Question 57

Within organizations,formal communication is upward and downward,while informal communication is always horizontal.

Question 58

The receiver extracts the idea from the message in the ________ step of the communication process.

A) decoding
B) interpreting
C) uncovering
D) deciphering
E) extrapolating

Question 59

When it comes to business communication,technology

A) is only a hindrance.
B) can improve or worsen its quality, depending on how it is used.
C) always improves the quality.
D) helps downward communication, but hinders horizontal and upward communication.
E) improves external communication, but not internal.

Question 60

In today's business environment,multitasking

A) is expected and unavoidable.
B) can, in many cases, reduce productivity and increase errors.
C) is a great way to increase productivity and improve the quality of your work.
D) shows that you are serious about your work.
E) is less distracting than ever before, thanks to smartphones and other portable electronics.

Question 61

Groups affected in some way by a company's actions are referred to as ________.

Question 62

When people must choose between alternatives that aren't completely wrong or completely right,they are facing an ethical lapse.

Question 63

Emotional intelligence includes the ability to relate to the needs of others.

Question 64

Ethics can be defined as not doing anything illegal.

Question 65

Using a wiki for employee training purposes is an example of the 2.0 approach to business communication.

Question 66

Factors such as poor acoustics and uncomfortable meeting rooms can be annoying but are not really that important when it comes to communication.

Question 67

The only real difference between the "1.0" and "2.0" approaches to Business Communication is that 2.0 involves using more communication technology.

Question 68

Even if a long report requires no immediate action from recipients,it's best not to mention that fact to ensure that they read the report.

Question 69

________ are the accepted principles of conduct that govern behavior within a society.

Question 70

Although intellectual property laws were once a serious concern,the ease of sharing information through social media has decreased the need to be concerned with them.

Question 71

Despite predictions to the contrary,social media tools (such as blogs,social networks,and wikis)have had relatively little influence on the way companies communicate with customers.

Question 72

In business,you can usually count on having your audience's full attention for important messages.

Question 73

As long as employees get the job done,most companies are not concerned with employees meeting expectations of business etiquette.

Question 74

Plagiarism is only a problem in the classroom.In the business environment,it's just another term for information sharing.

Question 75

Filtering messages can occur unintentionally,and lead communicators to miss out on information they need.

Question 76

The communication process is a simple one consisting of only two steps: the sender transmits the message and the receiver gets the message.

Question 77

In the communication process,________ is the step in which the audience extracts the idea from a message.

Question 78

Most organizations that embrace the 2.0 approach to business communication will still follow a more traditional approach for some communications (such as strategic plans and policy documents).

Question 79

Above all,the ________ communication model for business communication is more interactive and conversational than a traditional publishing or broadcasting approach.

Question 80

When a sender puts an idea into a message,the sender is ________ the idea.