Home Page Math Decision Analysis Business Communications Chapters 1,2 & 4 Business Communications - Flashcards

Chapters 1,2 & 4 Business Communications – Flashcards

Ben Russell

8 July 2022

question

As a new supervisor, you need to introduce yourself to your team of ten employees. The best medium for this type of non-routine message would be

answer

a face-to-face meeting.

question

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

answer

Sharing confidential information with a new employer about your previous (competing) employer's major clients

question

With collaborative writing, the usual outcome is a document that is inferior to one that would have been produced by a single individual. true or false ?

answer

false, its superior

question

Which of the following media would be best for sending a brief message (requiring no response from your audience) about an upcoming software update?

answer

question

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

answer

true

question

VoIP is a

answer

technology for making telephone calls via the Internet.

question

According to the theory of nonverbal communication, touch

answer

is governed by cultural customs that establish who can touch whom and when.

question

The final step in the communication process is

answer

giving feedback to the sender

question

Cross-functional teams perform several roles, but contain employees from the same department or division.

answer

false

question

Conflict between persons or groups in an organization is always destructive and must be avoided at all costs.

answer

false

question

Messages can be unethical simply because certain details have not been included.

answer

true

question

Open corporate cultures benefit from free-flowing information and employee input.

answer

true

question

The primary audience for your message should always include

answer

the key decision makers in the audience

question

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

answer

Deciding whether or not to promote the employee who has the better performance record or the employee who seems to be the better leader

question

Most messages should not be sent unless they will

answer

do all of the above

question

When it comes to personal appearance in the workplace, it's best to match your style to the expectations of your organization.

answer

true

question

A message that is intended to mislead or manipulate the audience is unethical, even if its content is true.

answer

true

question

Use of parliamentary procedure

answer

helps meetings run more smoothly.

question

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

answer

true

question

Group members who play task-facilitating roles are motivated to fulfill personal needs, so they tend to be less productive than other members.

answer

false

question

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

answer

passive recipients of the information the sender shares.

question

Multitasking generally enhances the quality of employees' communication.

answer

false

question

Group members who play team-maintenance roles help everyone to work better together.

answer

false

question

The three general purposes of business messages are to inform, to persuade, and to collaborate.

answer

true

question

Social networking technologies can help a company create communities of practice that

answer

link employees to others with similar professional interests throughout the organization.

question

Poorly organized messages are unlikely to be effective, regardless of their content.

answer

true

question

A hidden agenda refers to

answer

individuals harboring motives that are concealed from the rest of the group

question

In most organizations, the rumor mill tends to be particularly active when

answer

the formal communication network is not providing the information employees want

question

Which of the following is not a general category common to business communication?

answer

to negotiate

question

No matter how you feel personally about a situation, your communication should reflect your organization's objectives.

answer

true

question

During the ________ of the group-development process, the members of a problem-solving team would begin to discuss their positions and become more assertive in establishing their roles.

answer

conflict phase

question

To resolve conflict successfully, it helps to get feelings out in the open before dealing with the main issues.

answer

true

question

Despite the advantages of teamwork, the costs can be high.

answer

true

question

When composing collaborative messages, the best strategy is to

answer

avoid composing as a group

question

"Latest Investment Performance" is an example of a message topic, whereas "Poor Investment Performance Continues" is an example of a main idea.

answer

true

question

Which one of the following is not a dysfunctional team role?

answer

initiating

question

Which media would be best for keeping in touch with a sales team whose members live in several different states?

answer

electronic media

question

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

answer

horizontal

question

All of the following except ________ are elements of the group development process.

answer

anticipation

question

Successful organizations usually avoid the need for feedback.

answer

false

question

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

answer

true

question

Communication is the process of

answer

transferring information and meaning.

question

If you are engaging in critical listening, your goal is to

answer

evaluate the logic and validity of the message.

question

After sending project cost estimates to a longtime client, you realize you failed to include information on some discount options. The best thing to do is

answer

contact the primary audience immediately and correct the error.

question

Improving your communication skills will enhance your career because

answer

all of the above

question

A key advantage of oral communication is

answer

the oppertunity to get immediate feedback

question

Use the ________ to organize a message if you believe your audience will be receptive to what you have to say.

answer

direct

question

As long as your message is clear and interesting, the medium you choose doesn't really matter.

answer

false

question

The primary goal of empathic listening is to solve the speaker's problem.

answer

false

question

According to the concept of media richness, the richness of a medium does not depend on its ability to

answer

convey a sense of affluence and exclusivity.

question

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

answer

true

question

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?

answer

developing clear policies that are evenly enforced

question

Ethics can be defined as not doing anything illegal.

answer

false

question

To actually receive a message, a person needs to do all of the following except

answer

comprehend the message

question

Which of the following meeting technologies would be most effective for negotiations, collaborative problem solving, and other complex discussions?

answer

telepresence

question

When introducing yourself to someone in a business context, you should always include a brief description of

answer

your role in the company

question

If your audience will be skeptical of or resistant to your message

answer

. start with the evidence and build your case before presenting your main idea

question

Which of the following is not an important consideration related to etiquette in the workplace?

answer

your height and weight

question

An example of horizontal communication is

answer

an email message about sick leave sent from one department secretary to a secretary in a different department.

question

Planning is essential when writing business messages because

answer

all of the above

question

Only one sales representative can go to the conference in Hawaii, but both Susan and Sean want to go. After much discussion and arguing, they draw straws and Susan gets the trip. This is an example of

answer

a win lose situation

question

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

answer

selective perception

question

For a formal meeting, appoint one person to record a ________ to summarize the important highlights of the meeting.

answer

set of meeting minutes

question

In a virtual organization, a software company may partner with a manufacturing firm to make the DVDs that contain the software that it offers.

answer

true

question

A new co-worker from Russia asks you about North American greeting customs. You explain that in most business contexts

answer

a firm handshake is expected when two people meet

question

Even if nothing will change as a result of your message, you should send it if you believe it is important.

answer

false

question

Messages should contain supporting detail and background information when

answer

c. you and your audience do not share the same general background.

question

A ________ usually has a long life span and typically deals with regularly recurring tasks.

answer

committee

question

The term corporate culture refers to

answer

the mixture of values, traditions, and habits that give a company its atmosphere and personality.

question

The primary goal of empathic listening is to solve the speaker's problem.

answer

false

question

Once you have established your purpose, it's best to consider whether it is worth pursuing at this time.

answer

true

question

A flatter organizational structure

answer

helps make communication flow more effectively

question

When receiving business-related phone calls,

answer

you should use frequent verbal responses (such as, "I see") to show that you are listening.

question

Telephone calls are

answer

capable of conveying quite a few nonverbal signals.

question

As long as your message is clear, the size of your audience should not influence the approach you choose to take.

answer

false

question

You're writing a proposal to give permission to some employees at your company to telecommute. You know management will be skeptical, so you should

answer

build your case carefully, stating clear reasons for each conclusion you draw and recommendation you make.

question

In general, for internal communication, the higher up your message goes, the

answer

the fewer details people want to see

question

The indirect approach is best when your audience is likely to be skeptical.

answer

true

question

At the last staff meeting, someone suggested that using parliamentary procedure would help make the meetings more efficient. To learn more about parliamentary procedure, which of the following should you consult?

answer

Robert's Rules of Order

question

Face-to-face communication is the richest medium.

answer

true

question

Of the following media, which is the richest?

answer

An interactive website enabling audiences to participate in the communication process

question

A real drawback of most visual media is that it requires skill to create effective images.

answer

true

question

Which of the following statements about nonverbal communication is false?

answer

Mastering nonverbal signals will allow you to "read someone like a book."

question

Most companies that embrace Business Communication 2.0

answer

adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach.

question

Which of the following is not a way teams help organizations to succeed?

answer

Increase groupthink among members

question

Most messages should not be sent unless they will

answer

bring about a change

question

Despite the advantages of electronic media, the growth of electronic communication options has caused great frustration for many audiences.

answer

true

question

According to the theory of nonverbal communication, touch

answer

is governed by cultural customs that establish who can touch whom and when.

question

Selective listening refers to

answer

letting one's mind wander until something personally relevant is said.

question

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

answer

use common sense and imagination to relate to their needs.

question

Using mobile phones during meetings is

answer

. now restricted or prohibited in many organizations.

question

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

answer

false

question

Informal techniques for gathering insights and focusing your research efforts do not include

answer

distributing questionnaires and surveys.

question

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

answer

social communication model

question

The first step in the basic listening process is

answer

physically receiving the message

question

Because external communication is carefully orchestrated, almost none of it occurs informally.

answer

false

question

In general, audiences are likely to

answer

draw inaccurate conclusions from poorly organized messages.

question

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

answer

matrix structure

question

The nature of business communication hasn't changed much in the past decade.

answer

false

question

Selective listening is an important skill for professionals, since it helps them filter out information that is not relevant to their jobs.

answer

false

question

You and several coworkers serve on a task force charged with updating the company's personnel-policy manual. To proceed effectively, you should concentrate on

answer

ensuring that all members have a clear and shared sense of purpose.

question

If you devote sufficient time to planning a business message before you begin writing it, you can expect all of the following outcomes except

answer

experiencing extra work and stress in the writing and completing stages

question

Which one of the following is the "leanest" communication medium?

answer

posters and signs

question

In high-context cultures, ________ media are often more effective than ________ ones.

answer

oral, written

question

"Business Communication 2.0" refers to

answer

a new approach to business communication, emphasizing interaction and conversation rather than one-way publication.

question

Whenever you're representing your company online, all of the following except ________ will help you maintain a high standard of business etiquette.

answer

assuming that people are available to discuss work-related issues around the clock

question

If you're the designated leader of a meeting,

answer

none of the above

question

If you are listening mainly to understand the speaker's message, you are engaging in

answer

content listening

question

Upward communication generally helps executives solve problems and make intelligent decisions.

answer

true

question

When it comes to business research, online sources generally require more careful evaluation than other types.

answer

true

question

To resolve conflicts successfully, it is helpful to get opponents to fight together against an "outside force" (such as increased competition) instead of against each other.

answer

true

question

Some people use ________ to tune out anything that doesn't conform to their beliefs or their self images.

answer

defensive listening

question

________ are informal standards of conduct that team members share.

answer

group norms

question

In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message.

answer

25 percent

question

Groupthink refers to

answer

the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion.

question

In ________, communication breakdowns and delays can occur as messages are passed up and down through multiple layers of management.

answer

tall organizational structures

question

Flatter organizational structures generally create more open internal communication.

answer

true

question

The basic communication process consists of two steps: sending and receiving messages.

answer

false

question

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

answer

an informal

question

In participative management

answer

employees are involved

question

In today's fast-paced environment, traditional business messages rely primarily on graphical elements, with occasional support from text.

answer

false

question

When meeting your audience's informational needs, you should emphasize ideas

answer

of greatest interest to the audience.

question

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

answer

Acknowledge the importance of the situation.

question

When conducting business over a meal, you should wait to bring out business papers until after the entrée plates have been removed.

answer

true

1 of

Unlock all answers in this set

Unlock answers

question

As a new supervisor, you need to introduce yourself to your team of ten employees. The best medium for this type of non-routine message would be

answer

a face-to-face meeting.

question

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

answer

Sharing confidential information with a new employer about your previous (competing) employer's major clients

question

With collaborative writing, the usual outcome is a document that is inferior to one that would have been produced by a single individual. true or false ?

answer

false, its superior

question

Which of the following media would be best for sending a brief message (requiring no response from your audience) about an upcoming software update?

answer

question

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

answer

true

question

VoIP is a

answer

technology for making telephone calls via the Internet.

question

According to the theory of nonverbal communication, touch

answer

is governed by cultural customs that establish who can touch whom and when.

question

The final step in the communication process is

answer

giving feedback to the sender

question

Cross-functional teams perform several roles, but contain employees from the same department or division.

answer

false

question

Conflict between persons or groups in an organization is always destructive and must be avoided at all costs.

answer

false

question

Messages can be unethical simply because certain details have not been included.

answer

true

question

Open corporate cultures benefit from free-flowing information and employee input.

answer

true

question

The primary audience for your message should always include

answer

the key decision makers in the audience

question

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

answer

Deciding whether or not to promote the employee who has the better performance record or the employee who seems to be the better leader

question

Most messages should not be sent unless they will

answer

do all of the above

question

When it comes to personal appearance in the workplace, it's best to match your style to the expectations of your organization.

answer

true

question

A message that is intended to mislead or manipulate the audience is unethical, even if its content is true.

answer

true

question

Use of parliamentary procedure

answer

helps meetings run more smoothly.

question

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

answer

true

question

Group members who play task-facilitating roles are motivated to fulfill personal needs, so they tend to be less productive than other members.

answer

false

question

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

answer

passive recipients of the information the sender shares.

question

Multitasking generally enhances the quality of employees' communication.

answer

false

question

Group members who play team-maintenance roles help everyone to work better together.

answer

false

question

The three general purposes of business messages are to inform, to persuade, and to collaborate.

answer

true

question

Social networking technologies can help a company create communities of practice that

answer

link employees to others with similar professional interests throughout the organization.

question

Poorly organized messages are unlikely to be effective, regardless of their content.

answer

true

question

A hidden agenda refers to

answer

individuals harboring motives that are concealed from the rest of the group

question

In most organizations, the rumor mill tends to be particularly active when

answer

the formal communication network is not providing the information employees want

question

Which of the following is not a general category common to business communication?

answer

to negotiate

question

No matter how you feel personally about a situation, your communication should reflect your organization's objectives.

answer

true

question

During the ________ of the group-development process, the members of a problem-solving team would begin to discuss their positions and become more assertive in establishing their roles.

answer

conflict phase

question

To resolve conflict successfully, it helps to get feelings out in the open before dealing with the main issues.

answer

true

question

Despite the advantages of teamwork, the costs can be high.

answer

true

question

When composing collaborative messages, the best strategy is to

answer

avoid composing as a group

question

"Latest Investment Performance" is an example of a message topic, whereas "Poor Investment Performance Continues" is an example of a main idea.

answer

true

question

Which one of the following is not a dysfunctional team role?

answer

initiating

question

Which media would be best for keeping in touch with a sales team whose members live in several different states?

answer

electronic media

question

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

answer

horizontal

question

All of the following except ________ are elements of the group development process.

answer

anticipation

question

Successful organizations usually avoid the need for feedback.

answer

false

question

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

answer

true

question

Communication is the process of

answer

transferring information and meaning.

question

If you are engaging in critical listening, your goal is to

answer

evaluate the logic and validity of the message.

question

After sending project cost estimates to a longtime client, you realize you failed to include information on some discount options. The best thing to do is

answer

contact the primary audience immediately and correct the error.

question

Improving your communication skills will enhance your career because

answer

all of the above

question

A key advantage of oral communication is

answer

the oppertunity to get immediate feedback

question

Use the ________ to organize a message if you believe your audience will be receptive to what you have to say.

answer

direct

question

As long as your message is clear and interesting, the medium you choose doesn't really matter.

answer

false

question

The primary goal of empathic listening is to solve the speaker's problem.

answer

false

question

According to the concept of media richness, the richness of a medium does not depend on its ability to

answer

convey a sense of affluence and exclusivity.

question

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

answer

true

question

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?

answer

developing clear policies that are evenly enforced

question

Ethics can be defined as not doing anything illegal.

answer

false

question

To actually receive a message, a person needs to do all of the following except

answer

comprehend the message

question

Which of the following meeting technologies would be most effective for negotiations, collaborative problem solving, and other complex discussions?

answer

telepresence

question

When introducing yourself to someone in a business context, you should always include a brief description of

answer

your role in the company

question

If your audience will be skeptical of or resistant to your message

answer

. start with the evidence and build your case before presenting your main idea

question

Which of the following is not an important consideration related to etiquette in the workplace?

answer

your height and weight

question

An example of horizontal communication is

answer

an email message about sick leave sent from one department secretary to a secretary in a different department.

question

Planning is essential when writing business messages because

answer

all of the above

question

answer

a win lose situation

question

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

answer

selective perception

question

For a formal meeting, appoint one person to record a ________ to summarize the important highlights of the meeting.

answer

set of meeting minutes

question

In a virtual organization, a software company may partner with a manufacturing firm to make the DVDs that contain the software that it offers.

answer

true

question

A new co-worker from Russia asks you about North American greeting customs. You explain that in most business contexts

answer

a firm handshake is expected when two people meet

question

Even if nothing will change as a result of your message, you should send it if you believe it is important.

answer

false

question

Messages should contain supporting detail and background information when

answer

c. you and your audience do not share the same general background.

question

A ________ usually has a long life span and typically deals with regularly recurring tasks.

answer

committee

question

The term corporate culture refers to

answer

the mixture of values, traditions, and habits that give a company its atmosphere and personality.

question

The primary goal of empathic listening is to solve the speaker's problem.

answer

false

question

Once you have established your purpose, it's best to consider whether it is worth pursuing at this time.

answer

true

question

A flatter organizational structure

answer

helps make communication flow more effectively

question

When receiving business-related phone calls,

answer

you should use frequent verbal responses (such as, "I see") to show that you are listening.

question

Telephone calls are

answer

capable of conveying quite a few nonverbal signals.

question

As long as your message is clear, the size of your audience should not influence the approach you choose to take.

answer

false

question

You're writing a proposal to give permission to some employees at your company to telecommute. You know management will be skeptical, so you should

answer

build your case carefully, stating clear reasons for each conclusion you draw and recommendation you make.

question

In general, for internal communication, the higher up your message goes, the

answer

the fewer details people want to see

question

The indirect approach is best when your audience is likely to be skeptical.

answer

true

question

answer

Robert's Rules of Order

question

Face-to-face communication is the richest medium.

answer

true

question

Of the following media, which is the richest?

answer

An interactive website enabling audiences to participate in the communication process

question

A real drawback of most visual media is that it requires skill to create effective images.

answer

true

question

Which of the following statements about nonverbal communication is false?

answer

Mastering nonverbal signals will allow you to "read someone like a book."

question

Most companies that embrace Business Communication 2.0

answer

adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach.

question

Which of the following is not a way teams help organizations to succeed?

answer

Increase groupthink among members

question

Most messages should not be sent unless they will

answer

bring about a change

question

Despite the advantages of electronic media, the growth of electronic communication options has caused great frustration for many audiences.

answer

true

question

According to the theory of nonverbal communication, touch

answer

is governed by cultural customs that establish who can touch whom and when.

question

Selective listening refers to

answer

letting one's mind wander until something personally relevant is said.

question

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

answer

use common sense and imagination to relate to their needs.

question

Using mobile phones during meetings is

answer

. now restricted or prohibited in many organizations.

question

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

answer

false

question

Informal techniques for gathering insights and focusing your research efforts do not include

answer

distributing questionnaires and surveys.

question

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

answer

social communication model

question

The first step in the basic listening process is

answer

physically receiving the message

question

Because external communication is carefully orchestrated, almost none of it occurs informally.

answer

false

question

In general, audiences are likely to

answer

draw inaccurate conclusions from poorly organized messages.

question

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

answer

matrix structure

question

The nature of business communication hasn't changed much in the past decade.

answer

false

question

Selective listening is an important skill for professionals, since it helps them filter out information that is not relevant to their jobs.

answer

false

question

You and several coworkers serve on a task force charged with updating the company's personnel-policy manual. To proceed effectively, you should concentrate on

answer

ensuring that all members have a clear and shared sense of purpose.

question

If you devote sufficient time to planning a business message before you begin writing it, you can expect all of the following outcomes except

answer

experiencing extra work and stress in the writing and completing stages

question

Which one of the following is the "leanest" communication medium?

answer

posters and signs

question

In high-context cultures, ________ media are often more effective than ________ ones.

answer

oral, written

question

"Business Communication 2.0" refers to

answer

a new approach to business communication, emphasizing interaction and conversation rather than one-way publication.

question

Whenever you're representing your company online, all of the following except ________ will help you maintain a high standard of business etiquette.

answer

assuming that people are available to discuss work-related issues around the clock

question

If you're the designated leader of a meeting,

answer

none of the above

question

If you are listening mainly to understand the speaker's message, you are engaging in

answer

content listening

question

Upward communication generally helps executives solve problems and make intelligent decisions.

answer

true

question

When it comes to business research, online sources generally require more careful evaluation than other types.

answer

true

question

To resolve conflicts successfully, it is helpful to get opponents to fight together against an "outside force" (such as increased competition) instead of against each other.

answer

true

question

Some people use ________ to tune out anything that doesn't conform to their beliefs or their self images.

answer

defensive listening

question

________ are informal standards of conduct that team members share.

answer

group norms

question

In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message.

answer

25 percent

question

Groupthink refers to

answer

the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion.

question

In ________, communication breakdowns and delays can occur as messages are passed up and down through multiple layers of management.

answer

tall organizational structures

question

Flatter organizational structures generally create more open internal communication.

answer

true

question

The basic communication process consists of two steps: sending and receiving messages.

answer

false

question

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

answer

an informal

question

In participative management

answer

employees are involved

question

In today's fast-paced environment, traditional business messages rely primarily on graphical elements, with occasional support from text.

answer

false

question

When meeting your audience's informational needs, you should emphasize ideas

answer

of greatest interest to the audience.

question

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

answer

Acknowledge the importance of the situation.

question

When conducting business over a meal, you should wait to bring out business papers until after the entrée plates have been removed.

answer

true

Chapters 1,2 & 4 Business Communications – Flashcards

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