Deck 1: Professional Communication in a Digital, social, mobile World

Question 1

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)a manager sending an email to his or her staff.

Answer 1

C

Question 2

The quality of performing at a high level and conducting oneself with pride and purpose is known as

A)expediency.
B)professionalism.
C)entrepreneurialism.
D)impression management.
E)leadership.

Answer 2

B

Question 3

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)prepare the message as if the audience is not interested.
D)start by telling the audience how they can help you.
E)limit questions.

Answer 3

A

Question 4

According to the concept of emotional intelligence,if you'll be speaking to people you don't know and you can't find out more about them,

A)don't worry because you can adjust to their needs on the fly.
B)always put your own needs before their needs.
C)rely on chance and circumstance to help you relate to their needs.
D)use common sense and imagination to relate to their needs.
E)use general and simple terms to ensure understanding.

Question 5

Which of the following best describes the communication process?

A)transferring information and meaning
B)listening actively
C)writing messages
D)speaking to others
E)providing data that benefits the speaker

Question 6

How do executives in established firms spend the majority of their time?

A)budgeting
B)traveling
C)communicating
D)plying their trade
E)buying and selling

Question 7

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 8

All of the following except ________ will make your business messages more effective.

A)providing practical information
B)clarifying expectations and responsibilities
C)presenting information concisely and efficiently
D)discussing personal issues and complaining about problems
E)showing readers how they will benefit by responding the way you want them to

Question 9

________ 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 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

Which of the following is most affected by effective communication by a company?

A)the nation
B)the suppliers
C)the competitors
D)the world
E)the stakeholders

Question 12

Every organization has ________,which encompasses all communication that occurs outside the lines of command in the company's organizational structure.

A)an online social networking presence
B)an extraneous communication network
C)an informal communication network
D)an internal communication network
E)a transitional communication system

Question 13

The term digital information fluency encompasses all of the following elements except

A)recognizing information needs.
B)searching efficiently to locate reliable sources of information.
C)using gathered information ethically.
D)using random methods to present ideas and information.
E)actively listening to others.

Question 14

Describe five characteristics of effective business messages.

Question 15

Effective communication helps businesses make stronger decisions based on

A)closer ties with communities in the marketplace.
B)timely,reliable information.
C)clearer and more persuasive marketing messages.
D)greater employee engagement.
E)earlier warning of potential problems.

Question 16

An audience-centered approach to communication involves

A)saying whatever it takes to win over the members of your audience.
B)embedding a layer of technology between you and your audience members.
C)respecting,understanding,and meeting the needs of your audience members.
D)focusing on how the members of the audience can help you obtain your goals.
E)starting by telling the audience exactly how they can help you.

Question 17

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)discourage upward communication.
E)hinder the ability to convey executive decisions.

Question 18

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 19

When you adopt ________ to communication,you understand and respect the members of your audience and make every effort to communicate in a way that's meaningful to them.

A)an audience-centered approach
B)a technology-driven approach
C)an egocentric approach
D)a performance-maximization approach
E)a downward flow approach

Question 20

Which of the following results in additional pressure on communication skills?

A)having great ideas
B)rising higher within the organization
C)connecting with decision-makers outside of your area of expertise
D)established company networks
E)the changing nature of employment

Question 21

When does the rumor mill tend to be most active within an organization? Include an example of a situation that might cause the rumor mill to become more active.

Question 22

Evaluating evidence completely and objectively requires ________ skills.

A)critical thinking
B)relationship building
C)downward communication
D)professionalism
E)team player

Question 23

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 24

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

Question 25

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

Question 26

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 27

To adopt an audience-centered approach to communication,what do you need to learn about your audience? List at least three specific attributes.

Question 28

The concept of ________ refers to the ability to relate to the needs of others,which is a vital characteristic of successful managers and leaders.

A)interpersonal adaptability
B)relational franchising
C)emotional intelligence
D)macro-generational empathy
E)critical thinking

Question 29

A corporate executive who's staked her reputation on an aggressive advertising strategy might use ________ and distort or ignore evidence that suggests the strategy isn't succeeding.

A)discrimination
B)misapprehension
C)selective perception
D)stereotypical receptivity
E)counterintuitive modeling

Question 30

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

Question 31

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)an accepted aspect of mobile technology.

Question 32

Define professionalism and list its six distinctive traits.

Question 33

An audience-centered approach to communication involves

A)saying whatever it takes to win over the members of your audience.
B)embedding a layer of technology between you and the members of your audience.
C)respecting,understanding and meeting the needs of your audience.
D)focusing on how the members of your audience can help you obtain your goals.
E)limiting the number of topics covered.

Question 34

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)adopt a downward communication model.
E)follow a social model to communication.

Question 35

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

Question 36

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 37

The 2.0 approach to business communication differs from the traditional approach because it encourages audiences to

A)become active participants in the communication.
B)listen compliantly and passively.
C)absorb the information the sender shares.
D)remain aloof when communicating in business.
E)use introspection as the pathway to success.

Question 38

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 39

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)Address the audience's wants and needs.
C)Use words,images,and designs that are familiar.
D)Consider audience expectations.
E)Ensure ease of use.

Question 40

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 41

What is selective perception?

Question 42

Describe four common types of communication barriers.

Question 43

A manager hears the part of a message that supports his agenda,but doesn't seem to notice evidence that contradicts his point of view.The manager is engaging in

A)discrimination.
B)misreading.
C)selective perception.
D)stereotyping.
E)information overload.

Question 44

In what way has the social communication model enabled a new approach to business communication?

Question 45

All of the following except ________ are characteristics of social media and mobile communication.

A)forcing professionals to develop new skills
B)altering relationships between senders and receivers
C)changing the nature of communication
D)creating countless opportunities but few meaningful challenges
E)managing disruptive technology

Question 46

Briefly explain the nature and importance of the final phase in the communication process.

Question 47

People who've grown up with ________ expect to have immediate access to information and the ability to stay connected to their various social and business networks.

A)multifunctional communication technology
B)desktop communication technology
C)personal communication technology
D)mobile communication technology
E)mass communication technology

Question 48

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

A)transmitting
B)encoding
C)developing
D)decoding
E)shaping

Question 49

If an incoming message doesn't fit into a person's view of reality,then he or she may use ________ to distort or ignore that information.

A)myopic introspection
B)cognitive reconstruction
C)selective perception
D)creative interpretation
E)cognitive interpretation

Question 50

Globally,roughly ________ percent of Internet users access the web at least some of the time with a mobile device.

A)40
B)50
C)60
D)70
E)80

Question 51

Outline the eight steps of the communication process.

Question 52

Which of the following is a benefit for companies who integrate mobile technology?

A)an increase in employee productivity
B)more distancing in relationships with business partners
C)limited opportunity for competitors to be innovative
D)data security
E)ease of access of information between the company and the consumers

Question 53

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

A)discussion; lecture
B)collaboration; isolation
C)control; influence
D)permission; intrusion
E)personal computing; social media

Question 54

As a contemporary approach to business communication,the ________ is interactive,conversational,and usually open to all who wish to participate.

A)reflexive communication model
B)computer-assisted communication model
C)social communication model
D)give-and-take communication model
E)downward communication model

Question 55

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

A)extracting
B)encoding
C)translating
D)decoding
E)transmitting

Question 56

By providing ________,such as facility maps and property information,mobile technology can allow users to experience more of their environment and access information instantly.

A)digital domiciles
B)location-aware content
C)social-media catalogues
D)multimedia relationships
E)embedded links

Question 57

Briefly explain how social media have changed the way customers and other groups engage in business communication.

Question 58

________ is the process of transferring information and meaning between senders and receivers.

A)Reflection
B)Projection
C)Communication
D)Illumination
E)Conjecture

Question 59

Briefly explain the concept of corporate culture.

Question 60

The ________ is the form a message takes and the ________ is the system used to deliver the message.

A)channel; medium
B)medium; channel
C)schema; pipeline
D)package; tunnel
E)schema; channel

Question 61

Receiving more information than that which can be utilized results in

A)increased stress at home.
B)decreased stress on the job.
C)increased productivity.
D)information domination.
E)a sense of urgency.

Question 62

Which of the following can hinder effective communication?

A)keeping technology use in perspective
B)using the computer whenever possible
C)guarding against information overload
D)communicating in person
E)avoiding information addiction

Question 63

Companies are wrestling with the ________,in which employees want to use their personal tablets and smartphones to access company networks and files.

A)BAPD phenomenon
B)BMSP phenomenon
C)BYOD phenomenon
D)BCNU phenomenon
E)BMPD phenomenon

Question 64

Which of the following is an advantage of improved mobile tools for the workplace?

A)increased security controls
B)location-aware content
C)standardized writing
D)minimized distractions
E)increased connectivity

Question 65

Messages can be blocked or distorted by filters,any human or technological interventions between the sender and the receiver.

Question 66

How can the overuse or misuse of communication technology become a barrier to effective communication?

Question 67

When used well,mobile connectivity can

A)increase expertise in an organization.
B)limit crisis communication.
C)allow for thorough research.
D)decrease time needed for decision making.
E)decrease corporate security issues.

Question 68

Factors such as poor acoustics and uncomfortable meeting rooms can be annoying,but they don't affect communication.

Question 69

Receiving more information than that which can be processed is referred to as

A)gap.
B)information technology paradox.
C)gamification.
D)transparency.
E)information overload.

Question 70

The phrase ________ describes the ability to send vast amounts of data instantly,constantly,and globally.

A)mobile first
B)radical connectivity
C)disruptive technology
D)mobile friendly
E)mobile revolution

Question 71

Companies that use the mobile-first approach

A)allow employees to bring their mobile devices to work.
B)design their websites for optimum viewing on smartphones and tablets.
C)control operating costs through telecommuting and other nontraditional work models.
D)ignore traditional standards of grammar,punctuation,and spelling when writing messages.
E)work to minimize device size and increase portability.

Question 72

To become more user friendly,some companies have incorporated a ________ approach to technology.

A)customer first
B)data first
C)mobile first
D)security first
E)social media first

Question 73

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 74

Why are some companies adding gamification to their mobile apps?

A)to reduce customer stress levels while they are on hold
B)to improve the computational speed on corporate information systems
C)to reduce the need for expensive customer service calls
D)to increase user engagement
E)to reduce employee headcount and other fixed costs.

Question 75

For a majority of smartphone users,________ is the primary use of the smartphone technology.

A)phone conversation
B)storage of data files
C)web browsing
D)emailing
E)mobile app accessibility

Question 76

Which of the following best describes the role of technology in the communication process?

A)an aid to interpersonal communication
B)a replacement for face-to-face communication
C)a tool to replace essential skills
D)a source of data to minimize human error
E)a tool to fill the gaps in a skill set

Question 77

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 the use of information technology can waste as much time as it saves.
D)frustration surrounding incompatibility between Apple and Microsoft operating systems.
E)none of the above.

Question 78

Facebook,Twitter,YouTube,and other technologies are key elements of the ________,in which information tools can waste as much time as they save.

A)social media conundrum
B)time-space continuum
C)information technology paradox
D)digital efficiency enigma
E)gamification revolution

Question 79

As social media prevents people from fully disengaging from work while allowing flexibility to meet personal and professional obligations,________ become(s)increasingly important.

A)nontraditional work models
B)larger display screens
C)24/7 connectivity
D)text messaging uniformity
E)accelerometers

Question 80

You can help to reduce information overload if you avoid sending unnecessary messages.