Deck 1: Business Communication in the Digital Age

Question 1

External communication includes sharing ideas and messages with superiors,coworkers,and subordinates.

Answer 1

False

Question 2

The three primary business communication functions are to inform,to persuade,and to entertain.

Answer 2

False

Question 3

To improve information flow,many of today's companies have decreased the number of operating units and managers,thereby shortening lines of communication.

Answer 3

True

Question 4

David,a payroll clerk,came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager.This is an example of an upward flow of communication.

Question 5

Maxwell is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-Oxley regulation.This is an example of internal communication.

Question 6

According to media richness theory,face-to-face conversations are the richest because they provide more helpful cues and allow for immediate feedback.

Question 7

Melinda,a company department manager,frequently communicates via text messages with other department managers within the company.This is an example of an upward flow of communication.

Question 8

Information flows through formal communication channels in three directions: downward,upward,and spiral.

Question 9

The knowledge culture of today's workplace can include factory production employees.

Question 10

E-mail is rapidly becoming the preferred communication channel for online customer service.

Question 11

Diverse workforces are more likely to create the products that consumers demand.

Question 12

Communication today generally flows one way-from companies to the public.

Question 13

A company's CEO has developed a five-year strategic plan and will share it with all employees.This is an example of downward communication.

Question 14

Social presence is greater in asynchronous communication (e-mail,forum post)than in synchronous communication (live chat,IM).

Question 15

Flattened management hierarchies allow companies to react more quickly to market changes.

Question 16

One advantage of oral communication over written communication is that oral communication can be more easily adjusted to the audience.

Question 17

The 21st-century economy depends mainly on information and knowledge.

Question 18

Managers can use the grapevine productively by sharing bad news as well as good news.

Question 19

Today's new communication technologies have made writing skills less important than in the past.

Question 20

You are born with the abilities to read,listen,speak,and write effectively.

Question 21

"Teleworkers"​ are employees who operate primarily in the office and are responsible for company sales via phone.

Question 22

*Ethical standards usually consist of convenience,personal goals,and company profits.

Question 23

You can develop your professional brand by making astute comments on LinkedIn and Facebook.

Question 24

Giving credit to external sources is important only in academic writing;on the job,it is ethical to use print or online sources freely without documenting them.

Question 25

Which of the following statements about writing skills is most accurate?

A)Writing skills in today's workplace are an advantage,but they are not a necessity.
B)Only the very top level of salaried employees need good writing skills.
C)Having good writing skills can improve your chances for promotion and can result in higher earnings.
D)Today's communication technologies have made writing obsolete.

Question 26

Thinking critically means ________.

A)finding flaws in others' ideas
B)going with your gut instinct
C)being able to make decisions quickly
D)having opinions that are backed by reason and evidence

Question 27

The term "information worker" refers to an employee who is responsible for creating and maintaining company databases.

Question 28

What type of technology makes it possible to locate and identify a computing device as soon as users connect to the network?

A)Cloud computing technology
B)Blogs,podcasts,and wikis
C)Telephony
D)Presence technology

Question 29

External communication for routine purposes is likely to be handled via e-mail.

Question 30

E-mail is considered a leaner medium than face-to-face communication.​

Question 31

One challenge posed by flatter organizations is that ​every employee must be a skilled communicator.

Question 32

Which of the following statements about communicating in today's workplace is mostaccurate?

A)Today's emphasis on teams means more face-to-face communication and less writing.
B)Communication typically flows one way: from businesses to consumers.
C)Writing skills are more important today than ever because online media requires more writing,not less.
D)Increasing numbers of workers are enjoying more defined working hours. 

Question 33

Kendra is responsible for updating her company's Facebook page with information about products,promotions,and special events.Kendra is using a communication medium called ________.

A)presence technology
B)blogging
C)social media
D)Web conferencing

Question 34

Today's employees should plan for lifelong learning and constant training,actively plan their own career paths,and ________.

A)limit their use of technology
B)count on employers to provide clearly defined working hours
C)expect to receive predictable pay increases
D)be willing to continually learn new skills

Question 35

The most significant trends in today's dynamic workplace include global competition,team-based projects,flattened management hierarchies,new communication technologies,and ________.

A)fewer written messages
B)more homogeneous workforces
C)expectations of around-the-clock availability
D)stricter dress codes

Question 36

The number of workers aged fifty-five and older is expected to increase significantly by the year 2022.

Question 37

The 21st-century economy depends mainly on ________.

A)raw materials
B)manufacturing
C)information and knowledge
D)physical labor

Question 38

Gerard's company will no longer store its data using in-house hardware and software;instead,data will be stored online at a remote location.This type of technology is called ________.

A)telephony
B)an open office
C)cloud computing
D)Web conferencing

Question 39

Which of the following statements about social media is most accurate?

A)Social media are still relatively new and untried communication channels for some businesses.
B)Most businesses today have discarded old media and instead use social media exclusively for communicating and marketing.
C)Social media networks first attracted industries built on tradition and formality.
D)Social media sites such as Facebook and Twitter offer no advantages for businesses.

Question 40

Project-based teams are becoming a thing of the past as workers are dispersed in various locations.​

Question 41

Which of the following statements about team-based management is least accurate?

A)Many companies use cross-functional teams to empower employees and boost their involvement in decision making.
B)When individuals on teams don't share the same background or training,working relationships can become strained.
C)Some organizations form ad-hoc teams that solve particular problems and then disband once they have accomplished their objectives.
D)Companies that use team-based management prefer to train employees in teamwork skills rather than hire new workers who already possess these skills.

Question 42

Which of the following statements about global competition is least accurate?

A)Only medium and large companies compete globally.
B)Many traditional U.S.companies generate more profit abroad than locally.
C)If necessary,multinational companies should adjust their products to different palates.
D)Successful communication in global markets requires developing new skills and attitudes.

Question 43

A free exchange of information helps organizations

A)respond rapidly to changing markets.
B)build employee morale.
C)serve the public.
D)do all of these (respond rapidly to changing markets,build employee morale,serve the public).

Question 44

Which of the following is an example of an internal organizational communication?

A)A tweet sent to a customer about a private sale that will take place tomorrow
B)A Facebook page advertising a company's products
C)A meeting of all department managers
D)An annual report sent to company stockholders

Question 45

The three basic functions of business communication are to ________.

A)inform,entertain,and impress
B)inform,persuade,and promote goodwill
C)inform,persuade,and explain
D)inform,instruct,and entertain

Question 46

Social presence is defined as

A)how extroverted a person is.
B)how well a company uses social media for communication.
C)the degree of "salience" (being there)between a sender and receiver using a communication medium.
D)a person's ability to get along with others.

Question 47

Lucy works in an office that has nonterritorial workspaces.This is new to her,and she would like to display good open office etiquette.What should she do?

A)Speak in a soft voice and wear headphones to cut down on noise.
B)Try to get to the office first each morning so that she always gets the best desk.
C)Engage in a lot of chitchat to get to know her coworkers better.
D)Eavesdrop as often as possible to learn about the company culture.

Question 48

Which of the following statements comparing oral and written communication is mostaccurate?

A)Written communication provides a permanent record only if it is sent as a hard copy,printed message.
B)Written messages do not require as much thought as oral messages.
C)One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback.
D)Oral communication is preferred when presenting formal or complex ideas.

Question 49

Mina wants to use the communication medium with the highest social presence.Which of the following should she choose?

A)E-mail
B)Blog posting
C)Discussion forum posting
D)Live chat

Question 50

Which of the following statements about communication in today's business organizations is most accurate?

A)Many companies used intranets to communicate with customers,outside vendors,and governmental agencies.
B)Smartphones and tablet computers are prevalent in the workplace but do not have the capabilities to replace laptops and personal computers.
C)Wireless access is increasingly blanketing entire office buildings,airports,hotels,restaurants,school and college campuses,cities,and other public spaces.
D)The most common workplace use of tablet computers is blogging.

Question 51

The most prevalent communication channel in the workplace today is

A)texting.
B)e-mail.
C)face-to-face meetings.
D)Facebook.

Question 52

Daniel must handle a complex organizational issue.Which of the following media would be best for this purpose?

A)Videoconference
B)E-mail message
C)Telephone conversation
D)Face-to-face meeting

Question 53

Of the following,the least rich (or leanest)communication media are ________.

A)face-to-face meetings and conversations
B)e-mail messages
C)flyers or posters
D)telephone calls

Question 54

Which of the following statements about workplace diversity is the most accurate?

A)Teams with diverse membership are more likely to create the products that consumers demand.
B)The number of older workers is decreasing.
C)More men pursue higher education than women.
D)A diverse staff is less able to respond to changes in the customer base in local and world markets.

Question 55

Which of the following is an example of external organizational communication?

A)An employee performance appraisal
B)A brochure sent to a prospective customer
C)A report recommending a change in company procedure
D)An e-mail message to employees about an upcoming training seminar

Question 56

Which of the following statements about today's work environments is mostaccurate?

A)The "anytime,anywhere" office means that employees work fewer hours.
B)"Co-working" requires employees having to be in the office at the same time. 
C)Traditional offices do not contain flexible workspaces.
D)Working from home or on the road makes communication skills even more important.

Question 57

What has led to the increase in the number of companies that operate globally?

A)The rise of new communication technologies and advanced forms of transportation
B)The removal of trade barriers
C)Saturated local markets
D)All of these (the rise of new communication technologies and advanced forms of transportation,the removal of trade barriers,and saturated local markets)

Question 58

Which of the following is an example of horizontal communication in an organization?

A)Six marketing reps meet to discuss ideas for targeting new customers.
B)An accounting clerk submits a progress report about a current project to her supervisor.
C)An employee suggests to her supervisor a way to improve customer service.
D)A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense claims.

Question 59

"Around-the clock availability"

A)means that you will be paid for working 24 hours a day,7 days a week,365 days a year.
B)means that you may be expected to work long hours without extra compensation and be available practically anytime and anywhere,should a crisis strike at work.
C)is illegal under U.S.law.
D)refers only to websites,not people.

Question 60

Which of the following is an advantage of written communication?

A)Creates a permanent record
B)Provides immediate feedback
C)Is more personal than oral communication
D)Is effective for delivering nonverbal cues

Question 61

Covering up incidents,abusing sick days,lying to a supervisor,taking credit for a colleague's ideas,and inflating grades on a résumé are examples of ________.

A)breaking the law
B)protecting your professional brand
C)unethical actions
D)workplace distrust

Question 62

Which of the following is an example of downward communication in an organization?

A)A business professor submits a conference report to her dean.
B)Four accountants meet to discuss the quarterly financial reports.
C)Members of a task force submit a progress report to the CEO.
D)The CFO sends information about a new accounting regulation to employees in the accounting department.

Question 63

The impact of mobile technology and globalization on today's workplace includes the need for communication skills to be adapted to various cultures,workers expected to be accessible 24/7,multinational companies adjusting their products to meet cultural tastes and practices,and ________.

A)​writing skills becoming less important
B)​an increasingly blurred line between work and leisure 
C)​more employees working part time
D)​less frequent communication among coworkers

Question 64

Which of the following is the first step in solving business problems competently?

A)​Gathering the necessary people together for a face-to-face meeting
B)​Generating feasible ideas for a solution
C)​Understanding the problem clearly
D)​Determining a deadline for implementing the solution

Question 65

Which of the following statements about laws is least accurate?

A)People in accounting and finance should be aware of the Sarbanes-Oxley Act.
B)Anything published on the Internet is in the public domain and can be used freely.
C)Assume that anything produced privately after 1989 is copyrighted.
D)The concept of fair use gives individuals limited rights to use copyrighted materials without requiring permission.

Question 66

The term used to describe the overall impression you continue to build throughout your career is your "professional ________."

A)​communication
B)​brand
C)​resume
D)​style

Question 67

Because your department has not reached its sales quota,your boss has asked you to change figures to show that sales were higher than they actually were.Which of the following questions is not important as you decide what to do?

A)Is the action you are considering legal?
B)Are there better alternatives?
C)Would family,friends,or coworkers approve?
D)What is the best channel of communication to use in responding to your boss?

Question 68

Ethical business communicators strive to tell the truth,label opinions so that they are not confused with facts,are objective,communicate clearly,use inclusive language,and ________.

A)ensure that communication flows upward,downward,and horizontally
B)give credit when using the ideas of others
C)encourage feedback
D)choose appropriate channels of communication

Question 69

An important benefit of "flat" organizational structures is that ________.

A)​employees work fewer hours
B)​decision makers can react more quickly to market changes
C)​face-to-face meetings are unnecessary
D)​all operations can remain in the same country

Question 70

Bert is CEO of an organization with many layers in the chain of command.He is looking for ways to reduce these layers so that he can communicate more directly with the first-line employees.What organizational communication barrier is he trying to overcome?

A)Lack of trust between management and employees
B)Long lines of communication
C)Closed communication climate
D)Ego involvement

Question 71

To improve communication and to compete more effectively,many of today's companies have ________.

A)eliminated the grapevine
B)restructured and reengineered themselves into smaller operating units and work teams
C)discouraged free-flowing communication
D)increased the number of levels in the communication chain

Question 72

Which of the following is an example of an informal organizational communication channel?

A)A supervisor gives a performance appraisal to her subordinate.
B)An employee suggests to his supervisor a way to increase productivity in his department.
C)Research and development team members hold a virtual meeting to discuss ideas for future products.
D)An employee starts a blog to share her personal work experiences,opinions,and observations.

Question 73

Melinda was recently hired as manager of a small retail establishment.She immediately noticed that employees seem afraid to speak with her.She wants her employees to feel comfortable coming to her about anything.What organizational communication barrier is she trying to overcome?

A)Lack of trust between management and employees
B)Top-heavy organizational structure
C)Turf wars
D)Lack of communication skills

Question 74

​"Flattening" of management hierarchies most directly refers to ________.

A)​fewer layers of managers separating decision makers from line workers
B)​employees being promoted to supervisory positions more quickly
C)​more managers overseeing decision making
D)​hiring freezes implemented to save money

Question 75

When faced with an ethical dilemma,what is the first question you should ask?

A)What would my family,friends,and coworkers think?
B)Would I take this action if I were on the opposite side?
C)Is the action I am considering legal?
D)Would a trusted advisor agree with this action?

Question 76

The "grapevine" is most accurately described as ________.

A)​frowned-upon water cooler discussions that impede productivity
B)​an informal channel of communication that carries organizationally relevant gossip
C)​an e-mail chain involving multiple people to make a decision
D)​an organizational newsletter detailing recent accomplishments

Question 77

Which of the following is an example of upward communication in an organization?

A)Three administrative assistants meet to discuss possible software upgrades.
B)A department manager sends a text message to his employees about a new overtime policy.
C)A warehouse worker suggests to his boss a way to improve employee morale.
D)The CEO sends an e-mail message to all employees inviting them to a company picnic.

Question 78

Which of the following statements about formal and informal communication channels is most accurate?

A)All relevant organizational information should flow through formal communication channels.
B)A free exchange of information within organizations should be avoided because it can lead to chaos.
C)Managers should do everything possible to avoid grapevine communication within an organization.
D)Companies should monitor social media sites to see what customers and others are saying about the company.

Question 79

Achieving literacy in the digital age requires using multimedia applications,staying connected to people and knowledge via technology,using technology thoughtfully and professionally,and ________.

A)​ensuring that you have the latest-model phone or tablet
B)​facilitating more face-to-face meetings
C)​learning various computer programming languages
D)​thinking critically about new media

Question 80

Managers can use the grapevine productively by respecting employees' desire to know,acting promptly to correct misinformation,and ________.

A)​sharing only good news to keep employee morale high
B)sharing both good and bad news
C)​decreasing the amount of information delivered through formal channels
D)​becoming an active part of the grapevine to spy on employees