BUS 130. Exam 1: a Speaker’s True Feelings, Informal Communication Channel – Flashcards
Unlock all answers in this set
Unlock answersquestion
Communication skills are... A) not as important in technical fields.B) critical to effective job placement, performance, career advancement, and organizational success.C) required only for high-level positions. D) not as important in a down economy
answer
B) critical to effective job placement, performance, career advancement, and organizational success.
question
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) You are born with the skills to be a good writer.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.
answer
C) Having good writing skills can improve your chances for promotion and can result in higher earnings.
question
Today's economy is based on... A) information and knowledge.B) physical labor.C) a supply of raw materials. D) capital
answer
A) information and knowledge.
question
Knowledge and information workers must be able to think critically, make decisions, and... A) design effective Web pages.B) communicate information to others.C) install software programs. D) lift heavy objects.
answer
B) communicate information to others
question
Thinking creatively and critically means... A) agreeing with your supervisor at all times.B) going with your gut instinct.C) being able to make decisions quickly. D) having opinions that are backed by reason and evidence.
answer
D) having opinions that are backed by reason and evidence.
question
Which of the following statements is least accurate? A) Workers at all levels need to think creatively and critically.B) Employees should expect employers to provide them with a clearly defined career path.C) Most workers today will not find nine-to-five jobs or receive predictable pay increases. D) Workers must be willing to continually learn new skills.
answer
B) Employees should expect employers to provide them with a clearly defined career path.
question
The most significant trends in today's dynamic workplace include team-based projects, flattened management hierarchies, and... A) union participation and regulation.B) more homogeneous workforces.C) global competition. D) stricter clothing and dress codes.
answer
C) global competition.
question
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) Saturated local markets have encouraged companies to search for emerging markets around the world. D) Successful communication in global markets requires developing new skills and attitudes.
answer
A) Only medium and large companies compete globally.
question
For years businesses have been flattening their management hierarchies. This flattening means that... A) information must flow through more layers of management.B) it takes longer to make decisions.C) various areas within an organization have little contact with one another. D) employees at all levels must be skilled communicators.
answer
D) employees at all levels must be skilled communicators.
question
Which of the following statements about team-based management is least accurate? A) Companies use team-based management as a way 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 companies must hire communication coaches to help team members get along. D) Companies that use team-based management prefer to train employees in these skills rather than hire new workers who already possess these skills.
answer
D) Companies that use team-based management prefer to train employees in these skills rather than hire new workers who already possess these skills.
question
Shondra has clients located throughout the world, and she would like to schedule a real-time meeting with them to present information about a new product. Which of the following communication technologies should she choose? A) Teleconferencing or videoconferencingB) E-mailC) A blog or a wiki D) Text messaging
answer
A) Teleconferencing or videoconferencing
question
Which of the following statements about today's work environments is least accurate? A) The "anytime, anywhere" office requires only a mobile phone and a wireless computer.B) Many companies now have unassigned workspaces that are up for grabs as employees arrive to the workplace each day.C) Most communication in today's work environments is oral. D) Working from home or on the road makes communication skills even more important.
answer
C) Most communication in today's work environments is oral.
question
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) The white non-Hispanic population of the United States continues to grow. D) A diverse staff is less able to respond to changes in customer base in local and world markets.
answer
A) Teams with diverse membership are more likely to create the products that consumers demand.
question
Select the best definition of communication. A) Communication is the transmission of information from one individual or group to another.B) Communication is the transmission of data from one individual or group to another.C) Communication is the transmission of information and meaning from one individual or group to another. D) Communication is the transmission of ideas from one individual or group to another.
answer
C) Communication is the transmission of information and meaning from one individual or group to another.
question
The process of communication is successful only when... A) the fastest communication channel is used.B) the sender pronounces all words perfectly.C) positive feedback is given. D) the receiver understands an idea as the sender intended it.
answer
D) the receiver understands an idea as the sender intended it.
question
The process of communication begins when.. A) a message is put into words.B) a message is sent over a communication channel to the receiver.C) the sender has an idea. D) the receiver actually receives the message and decodes it.
answer
C) the sender has an idea.
question
When promoters of Kentucky Fried Chicken in China used their successful "finger-lickin' good" slogan, they didn't realize it would translate to "eat your fingers off." To avoid similar problems, the sender of the message must... A) select a proper communication channel.B) provide means to ensure reliable feedback.C) decode the message properly to facilitate comprehension. D) choose appropriate words or symbols as part of the encoding process
answer
D) choose appropriate words or symbols as part of the encoding process
question
The U.S. Army carefully selected the words used in its slogan, "Be all you can be," while... A) selecting the channel.B) encoding the message.C) decoding the message. D) evaluating the message
answer
B) encoding the message.
question
E-mails, cell phones, spoken words, letters, Web pages, and reports are all examples of... A) messages.B) channels.C) encoding tools. D) decoders.
answer
B) channels.
question
Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face to face. Zachary is in the process of... A) encoding the message.B) decoding the message.C) preparing for feedback. D) selecting the channel for the message
answer
D) selecting the channel for the message
question
Robert must send an e-mail message to a client in Turkey. He is carefully selecting his words to ensure that his Turkish client, who speaks English as a second language, will understand them. He is involved in which part of the communication process? A) Message encodingB) Idea formationC) Message transmission D) Message decoding
answer
A) Message encoding
question
While reading an e-mail message from her boss, Mallory is distracted by numerous typographical and spelling errors. These errors that detract from the message and make it difficult to read are called A) bypassing.B) feedback.C) noise. D) frame of reference.
answer
C) noise.
question
Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client's needs. She is involved in the ____ part of the communication process. A) encodingB) channel selectionC) decoding D) feedback
answer
C) decoding
question
Which of the following is an example of an internal disruption in the decoding process? A) Loud construction sounds outside prevent Eric from hearing the message.B) Brianna finds her mind drifting during a lecture as she thinks about her upcoming trip to Paris.C) Giorgio is finding it hard to pay attention during the interview because the interviewer's phone keeps ringing. D) Sierra finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and typos.
answer
B) Brianna finds her mind drifting during a lecture as she thinks about her upcoming trip to Paris.
question
Jeanette is offended when she notices that only masculine pronouns are used in the company's human resources manual. What type of decoding problem does this cause? A) Closed communication climateB) BypassingC) External disruption D) Semantic obstacle
answer
D) Semantic obstacle
question
Thomas includes the sentence "Let me know whether I can answer any questions" at the end of his e-mail message as a way to encourage A) decoding.B) feedback.C) frame of reference. D) bypassing.
answer
B) feedback.
question
As her supervisor explains the new procedure, Rachel nods her head. Rachel's response is an example of A) verbal feedback.B) noise.C) evaluation. D) nonverbal feedback.
answer
D) nonverbal feedback.
question
____ helps the sender know whether the message was received and understood. A) FeedbackB) NoiseC) Bypassing D) An evaluative response
answer
A) Feedback
question
You are talking with the president of your company about a possible merger. Which of the following is the most useful feedback you can provide during the conversation? A) I just don't understand why you think we should go through with this merger.B) If I understand you correctly, your recommendation is that we go through with the merger.C) There's no way this merger can possibly work. D) Are you insane?
answer
B) If I understand you correctly, your recommendation is that we go through with the merger.
question
Ryan says that he will answer his client's questions "soon." Ryan plans to answer the questions by early next week; his client expects the answers by the end of the day. This misunderstanding results from A) bypassing.B) differing frames of reference.C) noise. D) using the incorrect communication channel.
answer
A) bypassing.
question
Differences in frames of reference are especially significant when A) working on improving one's listening skills.B) communicating with persons from a different culture.C) overcoming physical barriers to communication. D) dealing with conflicting emotions.
answer
B) communicating with persons from a different culture.
question
An American sales team offended a group of Brazilian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Brazilian culture. The communication barrier in this instance could be attributed to A) bypassing.B) a lack of listening skills.C) failure to recognize different frames of reference. D) emotional interference caused when senders or receivers are distracted by internal feelings.
answer
C) failure to recognize different frames of reference.
question
Jessica sends her résumé to several companies. Unfortunately, it is poorly formatted and contains several typographical errors. What kind of communication barrier may this cause? A) BypassingB) Differing frames of referenceC) Emotional distraction D) Physical distraction
answer
D) Physical distraction
question
Aleksandr is having trouble concentrating on a report he is reading because his cell phone keeps ringing and his colleagues keep sending him text messages and tweets. What kind of communication barrier is this? A) Differing frames of referenceB) Digital interruptionsC) Lack of language skill D) Bypassing
answer
B) Digital interruptions
question
While conducting an orientation session for new employees, Clayton noticed looks of confusion on the faces of some listeners. He then paused and asked his audience, "What questions do you have so far?" Clayton was striving to overcome interpersonal communication barriers by A) questioning his assumptions, biases, and prejudices.B) improving his language and listening skills.C) creating an environment for useful feedback. D) reducing physical distractions.
answer
C) creating an environment for useful feedback.
question
Naoko has just moved to the United States and is taking a class to improve her English skills. What interpersonal communication barrier is she trying to overcome? A) Lack of language skillB) BypassingC) Differing frames of reference D) Digital interruptions
answer
A) Lack of language skill
question
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 tomorrowB) A Web site advertising a company's productsC) A meeting of all department managers D) An annual report sent to company stockholders
answer
C) A meeting of all department managers
question
Which of the following is an example of external organizational communication? A) An employee performance appraisalB) A brochure sent to a prospective customerC) A report recommending a change in company procedure D) An e-mail message to employees about an upcoming training seminar
answer
B) A brochure sent to a prospective customer
question
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.
answer
B) inform, persuade, and promote goodwill.
question
Which of the following statements about communication in today's business organizations is most accurate? A) Memos and letters still make up the dominant forms of communication in the workplace.B) Text messaging is considered unprofessional and is rarely used by business organizations.C) Web chat is becoming the preferred communication channel for online customer service. D) A company intranet can be accessed by anyone with Internet access.
answer
C) Web chat is becoming the preferred communication channel for online customer service.
question
Kenna is communicating with a colleague in real time over the Internet using a private chat room. Kenna is using a communication technology called A) instant messaging (IM).B) blogging.C) e-mailing. D) text messaging.
answer
A) instant messaging (IM).
question
Which of the following statements comparing oral and written communication is least accurate? A) Written communication is preferred when a permanent record is needed.B) Written messages are generally more organized and well-considered than 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.
answer
D) Oral communication is preferred when presenting formal or complex ideas.
question
Which of the following is an example of horizontal communication in an organization? A) Four payroll clerks meet to discuss a new payroll processing procedure.B) A supervisor submits a progress report about a current project to the vice president.C) An employee suggests 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 account reports
answer
A) Four payroll clerks meet to discuss a new payroll processing procedure.
question
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) Sales team members hold a virtual meeting to discuss potential customers. D) An employee starts a blog to share her personal work experiences, opinions, and observations.
answer
D) An employee starts a blog to share her personal work experiences, opinions, and observations.
question
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) Ideally, the heaviest flow of information within an organization should be downward from decision makers to workers.C) Managers should do everything possible to avoid grapevine communication within an organization. D) The longer the lines of communication, the greater the chance for message distortion
answer
A) All relevant organizational information should flow through formal communication channels.
question
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) actions necessary to get ahead today.C) unethical actions. D) workplace distrust
answer
C) unethical actions.
question
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.
answer
B) Anything published on the Internet is in the public domain and can be used freely.
question
Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are objective, write 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.
answer
B) give credit when using the ideas of others.
question
Jamie has been asked by her boss to sign off on financial statements that she believes are false. Although she feels uncomfortable doing this, she's afraid that she'll be fired if she doesn't comply. Into what ethical trap has Jamie fallen? A) Rationalization trapB) Ends-justify-the-means trapC) False necessity trap D) Doctrine-of-relative filth trap
answer
C) False necessity trap
question
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 other alternatives?C) Can you discuss the problem with someone whose advice you trust? D) What is the best channel of communication to use in responding to your boss?
answer
D) What is the best channel of communication to use in responding to your boss?
question
Which of the following is an example of a soft skill? A) Being able to work well as part of a teamB) Knowing how to engage in appropriate small talk at a business social functionC) Having good listening proficiency D) All of these choices
answer
D) All of these choices
question
Alexandra knows that her soft skills will be evaluated during her job interview. Which of the following skills should she practice to prepare for her interview? A) Shaking hands appropriatelyB) Exhibiting posture that shows confidence and professionalismC) Speaking clearly and giving concise answers to interview questions D) All of these choices
answer
D) All of these choices
question
Organizations form teams because teams are able to respond faster, demonstrate increased productivity, and A) are used extensively in every culture.B) are proficient in using technology.C) experience less hostility among team members. D) make better decisions.
answer
D) make better decisions.
question
Eric is part of a team developing a new product idea aimed at a specific target market. Because team members are located throughout the country, they don't meet in person. Instead, they use communication technology to collaborate on the project. Because members use technology to stay connected, Eric is part of a A) group.B) cross-functional team.C) virtual team. D) self-directed team.
answer
C) virtual team.
question
A task force charged with reducing overhead costs meets to define their roles and responsibilities and ways to reach the group's goals. Tension is fairly high among group members. The team is in the ____ phase of team development. A) formingB) stormingC) norming D) performing
answer
B) storming
question
A committee has been formed to rewrite the company's mission statement. The committee members are just starting to get to know one another and are attempting to bond. What phase of team development are they experiencing? A) FormingB) StormingC) Norming D) Performing
answer
A) Forming
question
The most effective groups and teams have members who are willing to A) establish rules and abide by those rules.B) do everything necessary to avoid conflict.C) use e-mail and other technology to communicate. D) let the group leader make all decisions.
answer
A) establish rules and abide by those rules.
question
Hannah has just been appointed to a committee and wants to be a positive member. Which of the following is the best advice you can give her? A) Ignore members who are being silent to show respect for them.B) Tell a lot of jokes throughout the meeting to ease tensions.C) Share her ideas with other team members, even if they might not be adopted. D) Hannah should do all of these.
answer
C) Share her ideas with other team members, even if they might not be adopted.
question
Which of the following statements about conflict is most accurate? A) Conflict is a normal part of every workplace and every team.B) Even when managed properly, conflict decreases group cohesiveness and increases tensions.C) Conflict should be avoided because it destroys morale and reduces productivity. D) Conflict is always negative.
answer
A) Conflict is a normal part of every workplace and every team.
question
During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict? A) Look for common ground.B) Understand the other's point of view.C) Listen carefully to make sure they understand the problem. D) Show concern for the relationship
answer
C) Listen carefully to make sure they understand the problem.
question
Raymond has been appointed team leader of a group that will develop his company's five-year strategic plan. He wants to ensure that his team avoids groupthink. What should he do? A) Choose team members with similar backgrounds.B) Develop systematic procedures for the team to follow.C) Demand that his team make decisions quickly. D) Make sure his team knows what outcomes he favors.
answer
B) Develop systematic procedures for the team to follow.
question
A team must decide whether to adopt a new procedure for submitting expense claims. Team members have decided to continue their discussion until all team members have aired their opinions and, ultimately, agree. What method for reaching group decisions is this team using? A) MajorityB) ConsensusC) Authority rule with discussion D) Averaging
answer
B) Consensus
question
A team of top-level executives is rewriting the company's bylaws. Because this decision will have far-reaching and long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making method should they use? A) MajorityB) ConsensusC) Authority rule with discussion D) Averaging
answer
B) Consensus
question
Nadia is putting together a team to brainstorm product development ideas. Because she wants her team to be successful, the team should A) be as homogeneous as possible.B) develop procedures to guide them.C) avoid conflict. D) be as large as possible, with at least ten members.
answer
B) develop procedures to guide them.
question
Sarah has agreed to be a team leader in her organization and wants to make sure that the team is ethically responsible. What advice would you give her? A) Make sure that the team represents her organization's view.B) Respect the organization's privileged information.C) Avoid advocating actions that would endanger members of society at large. D) Sarah should do all of these as team leader.
answer
D) Sarah should do all of these as team leader.
question
Select the most accurate statement about meetings. A) Most people look forward to meetings.B) Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving skills.C) Because of advances in technology, the number of face-to-face business meetings is declining rapidly. D) Meetings are an excellent way to communicate information that does not require immediate feedback.
answer
B) Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving skills.
question
Allan manages the Human Resources Department for his company. The due dates for payroll reports will be changing slightly, and he needs to communicate this information to all company managers. Allan should A) send an e-mail or text message to inform the management staff.B) prepare an agenda and call a meeting.C) consult key people to help him decide whether to call a meeting. D) use the grapevine to convey the message.
answer
A) send an e-mail or text message to inform the management staff.
question
Tracey is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite? A) At least one representing each of the company's 16 departmentsB) Five or fewerC) Ten or fewer D) 30 or fewer
answer
B) Five or fewer
question
Which of the following statements about meeting agendas is most accurate? A) An agenda of meeting topics should be distributed at least ten days before the meeting.B) An agenda should include as many items as necessary to accomplish your purpose.C) An agenda should not include an allotment of time for each agenda item because doing so can make a meeting too regimented. D) The agenda should include any premeeting preparation expected of participants.
answer
D) The agenda should include any premeeting preparation expected of participants.
question
Deborah will be leading a committee meeting and wants to make sure it is effective and efficient. What should Deborah do to get the meeting started? A) Wait until all participants arrive before beginning the meeting.B) Give a quick recap to anyone who arrives late.C) Go over ground rules at the beginning of the meeting. D) Deborah should do all of these.
answer
C) Go over ground rules at the beginning of the meeting.
question
Sandra is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do to move the meeting along? A) As the leader, she should say as much as possible during the meeting.B) Generate a list of important but divergent topics that should be discussed later.C) Not worry so much about time; the most important thing is to make sure that all agenda items are discussed fully. D) Kick anyone out who monopolizes the conversation.
answer
B) Generate a list of important but divergent topics that should be discussed later.
question
Miguel has been invited to attend his first sales meeting and wants to be an active and productive member from the very beginning. Which of the following should he do to make a good impression? A) Keep his cell phone on so that he doesn't miss an important call during the meeting.B) Come prepared to the meeting by doing any preliminary work required.C) Use body language to show whether he's bored; the meeting leader will appreciate his honesty. D) Wait to share his views after the meeting so that the meeting can move along efficiently.
answer
B) Generate a list of important but divergent topics that should be discussed later
question
Which of the following statements about ending a meeting is most accurate? A) The meeting should not end until all agenda items have been fully discussed.B) If minutes are taken, they should be distributed at the next meeting.C) Because all participants should be responsible for paying attention during the meeting, a summary at the end of the meeting would be a waste of time. D) No one should leave the meeting without a full understanding of what was accomplished.
answer
D) No one should leave the meeting without a full understanding of what was accomplished.
question
Which of the following statements about virtual meetings is most accurate? A) Virtual meetings are rare in today's workplace.B) It is almost impossible to exchange ideas, brainstorm, build consensus, or develop personal relationships virtually.C) Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue. D) Virtual meetings are generally held to coordinate team activities but not for any other purposes.
answer
C) Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue.
question
Angelina uses her computer to access an online meeting room where she takes part in meetings with her department members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share spreadsheets, demonstrate products, visit Web pages, and use a white board. Angelina and her colleagues are using what type of collaboration technology? A) AudioconferencingB) Web conferencingC) Instant messaging D) A blog
answer
B) Web conferencing
question
Devon is responsible for planning a virtual meeting. What should he do before the meeting takes place to ensure that it is productive? A) Make sure the technology being used is accessible to all meeting participants.B) Set the meeting time using Coordinated Universal Time (UTC).C) Encourage members to log on 15 minutes early. D) Devon should do all of these.
answer
D) Devon should do all of these.
question
Elizabeth will be taking charge of her first virtual meeting. What should she do to make sure all participants are collaborating successfully during the meeting? A) Use complex language to get her points across.B) When presenting, she should project an upbeat, enthusiastic, strong voice.C) Do most of the talking to reduce confusion. D) Ask leading questions such as "Does everyone agree?" to keep the meeting moving along.
answer
B) When presenting, she should project an upbeat, enthusiastic, strong voice.
question
Which of the following statements about listening is most accurate? A) Listening is a hard skill that employers seek when looking for well-rounded candidates who can be hired and promoted.B) Three quarters of high-quality communication involves listening.C) Everyone knows how to listen because listening is an automatic response to noise. D) Listening skills become less important as one moves up the career ladder.
answer
B) Three quarters of high-quality communication involves listening.
question
Experts say that we ignore, forget, distort, or misunderstand A) less than 10 percent of everything we hear.B) 25 percent of everything we hear.C) 50 percent of everything we hear. D) 75 percent of everything we hear.
answer
D) 75 percent of everything we hear
question
Several factors may cause poor listening habits. Which of the following is not one of these factors? A) Lack of trainingB) Large number of competing sounds and stimuli in our livesC) Physical hearing disability D) Ability to process speech faster than others can speak
answer
C) Physical hearing disability
question
Jonathan was just hired as a human resources assistant and wants to make a good impression in his new position. What should he do when listening to his supervisor? A) Don't ask questions because doing so may make him look ignorant.B) Show his interest by leaning forward and striving for good eye contact.C) Feel free to answer the phone if he receives a call to show how busy he is. D) Rely on his memory for the details rather than take notes to show how sharp he is.
answer
B) Show his interest by leaning forward and striving for good eye contact.
question
Christina spends a lot of time listening to her colleagues during meetings. Because she must remember what they say, she is always careful to identify main ideas and recognize the purpose of their messages. Christina is engaging in A) discriminative listening.B) critical listening.C) lag time. D) efficiency listening.
answer
A) discriminative listening.
question
Which of the following statements about listening to customers is least accurate? A) Listening to customers can result in increased sales and profitability.B) Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.C) As the U.S. economy becomes increasingly service oriented, customer service becomes even more important. D) Listening can be a strong customer acquisition and retention tool.
answer
B) Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective.
question
Cameron is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills was he most likely taught that will make him a better listener? A) Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like.B) If you already know what the answer is, you can tune out some of what the customer is saying.C) Remain silent for a few seconds after a customer finishes to be sure the thought is completed. D) Because listening is automatic, you can divide your attention among two or more tasks to be more productive.
answer
C) Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
question
Molly wants to become a better listener in the workplace. Which of the following is the best technique she can do to improve her listening skills? A) Don't maintain direct eye contact because doing so may distract the speaker.B) Interrupt whenever she has an opinion on the topic to share with her speaker.C) Rephrase and summarize the speaker's message in her own words. D) Avoid asking any questions because doing so may distract the speaker.
answer
C) Rephrase and summarize the speaker's message in her own words.
question
In listening to nonnative speakers in the workplace, you should not show impatience, finish sentences, judge accented speech negatively, or A) correct grammar and pronunciation.B) smile or maintain eye contact.C) tell the speaker you're having trouble understanding, D) all of these choices.
answer
A) correct grammar and pronunciation.
question
Which of the following is not a form of nonverbal communication? A) The appearance of a business documentB) Showing up late for a job interviewC) The adjectives used in a sales letter D) Raising one's voice when angry or frustrated
answer
C) The adjectives used in a sales letter
question
Isabella has a habit of giving a thumbs-up sign every time she agrees with something. This functions as what type of nonverbal message? A) To complement and illustrateB) To replace and substituteC) To control and regulate D) To reinforce and accentuate
answer
B) To replace and substitute
question
Jose is describing his new iPhone and uses his thumb and forefinger to demonstrate how thin it is. Jose's action functions to A) complement and illustrate.B) replace and substitute.C) control and regulate the situation. D) contradict.
answer
A) complement and illustrate.
question
Select the most accurate statement about eye contact. A) Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes.B) Nonverbal cues, including eye contact, have identical meanings in most cultures.C) Sustained eye contact signifies fear or stress. D) Eye contact cannot be learned; it's an innate trait.
answer
A) Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes.
question
Which of the following statements about nonverbal communication is the least accurate? Question options:A) Very few people can control their facial expressions well enough to control the nonverbal messages they send.B) Standing up straight can make a person look arrogant. C) The way you organize your office tells others something about you and your objectives. D) Arriving late repeatedly to meetings can communicate that you are self-centered or have little self-discipline
answer
B) Standing up straight can make a person look arrogant.
question
When your department head Ms. Kruse arranges chairs informally in a circle during a meeting, what kind of message is she sending? Question options:A) A nonverbal message that she is encouraging an open, egalitarian exchange of ideasB) A nonverbal message that she prefers to be separated from others C) A nonverbal and verbal message regarding her aloofness and preference for restricted communication D) A verbal message that she is wary of visitors and indifferent to communication
answer
A) A nonverbal message that she is encouraging an open, egalitarian exchange of ideas
question
Which of the following sends the least positive nonverbal message? Question options:A) An employee wears clothing to work that covers her tattoos.B) A job candidate arrives for an interview dressed in a conservative charcoal gray business suit. C) An employee sends an e-mail message to her colleagues that contains several misspellings and grammatical errors. D) A job candidate uses a high-quality printer to make copies of her résumé and cover letter
answer
C) An employee sends an e-mail message to her colleagues that contains several misspellings and grammatical errors.
question
Which of the following is the most accurate statement about casual apparel in the workplace? Question options:A) Casual dress has become the norm in today's workplace.B) Casual dress policies have led to reduced productivity and lax behavior in some workplaces. C) If you're competent, it doesn't matter what you wear. D) When meeting customers, dress down to make them feel superior.
answer
B) Casual dress policies have led to reduced productivity and lax behavior in some workplaces.
question
Which of the following is an effective way to improve your nonverbal communication skills? Question options:A) Ignore facial expressions and body language; instead, focus only on the verbal message.B) Ask friends and family members to give you feedback on your nonverbal behavior. C) Try to avoid associating with people from diverse cultures since you might misunderstand their nonverbal messages. D) All of these choices.
answer
B) Ask friends and family members to give you feedback on your nonverbal behavior.
question
Which of the following statements about manners and business etiquette is most accurate? Question options:A) Good manners and professional demeanor are hard skills that employers value in employees.B) Because you aren't born with the ability to be courteous, civil, and professional, learning these skills is difficult. C) Employers are more likely to hire and promote someone who is courteous and professional. D) All of these choices are accurate statements.
answer
...
question
Which of the following is the best advice for sending professional e-mails on the job? Question options:A) Use complete sentences and proper punctuation.B) Use IM abbreviations to make your messages more concise. C) Check grammar and spelling only when sending external messages to save time and increase productivity. D) Use a lot of exclamation points to show your enthusiasm.
answer
A) Use complete sentences and proper punctuation.
question
Kelly is about to start her first full-time job after earning her degree and wants to appear as professional as possible. What advice would you give her? Question options:A) Change her current e-mail address, which is [email protected], to something more businesslike.B) Use her cell phone only when conversations can be private. C) Avoid texting during meetings. D) All of these choices will help Kelly appear more professional.
answer
D) All of these choices will help Kelly appear more professional.
question
Which of the following is the most accurate statement about etiquette and civility in today's workplace? Question options:A) Etiquette is not as important in today's fast-paced, high-tech offices.B) Most people don't mind rudeness or poor manners because they make the workplace more interesting. C) Bad manners and incivility are rare in today's workplace. D) Etiquette is more about attitude than about formal rules of behavior.
answer
D) Etiquette is more about attitude than about formal rules of behavior.
question
Daniel will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is the best advice you can give him? Question options:A) Agree with everyone with whom he interacts.B) Talk about his personal relationships and finances as a way to appear human and to establish relationships with other employees. C) Send written thank-you notes to express sincere appreciation and praise. D) Tell as many jokes as possible to put his colleagues at ease.
answer
C) Send written thank-you notes to express sincere appreciation and praise.
question
Which of the following statements about business writing is least accurate? Question options:A) Business writing is different from writing done in high school and college classes.B) When writing business documents, quantity enhances quality. C) Business writers should have a definite purpose to fulfill in each message. D) Business writing should be focused on the reader.
answer
B) When writing business documents, quantity enhances quality.
question
The best business writing is purposeful, persuasive, audience oriented, and Question options:A) technical.B) economical. C) aggressive. D) feelings oriented.
answer
...
question
In Lisbeth's new job, she will be writing many professional business messages. What is the best advice you can give her? Question options:A) To make writing easier, follow a systematic process when preparing and writing business messages.B) Include many references to your feelings to humanize your messages. C) Make your business messages and reports fairly lengthy to show how much work you put into them. D) Draw on your prior writing experience and imagination to produce creative ideas for your business messages.
answer
A) To make writing easier, follow a systematic process when preparing and writing business messages.
question
Business writing should do which of the following? Question options:A) Show your thought processes and prove that you internalized the subject matter.B) Present information clearly and concisely. C) Look at problems and situations from the writer's perspective. D) Strive to impress the reader with your extensive knowledge, powerful vocabulary, and graceful phrasing.
answer
B) Present information clearly and concisely.
question
How can one become a better business writer? Question options:A) Follow a systematic process such as the 3-x-3 writing process.B) Study models of successful business messages. C) Practice writing a variety of business messages. D) Do all of these choices.
answer
D) Do all of these choices.
question
Which of the following takes place during the first phase of the 3-x-3 writing process? Question options:A) Edit the message to make sure it is clear, conversational, concise, and readable.B) Write the rough draft. C) Gather any needed information through formal or informal research techniques. D) Decide what techniques you will use to adapt your message to the audience.
answer
...
question
Which of the following occurs during the second phase of the 3-x-3 writing process? Question options:A) Decide on the purpose of your message.B) Profile your audience. C) Conduct research to gather the data you need to provide facts. D) Evaluate whether your message will achieve its purpose
answer
...
question
Which of the following takes place during the third phase of the 3-x-3 writing process? Question options:A) Edit the message to make sure it is clear, conversational, concise, and readable.B) Proofread the message for spelling, grammar, punctuation, names, numbers, and formatting errors. C) Evaluate the message to decide whether it will achieve its purpose. D) All of these choices
answer
D) All of these choices
question
As a customer service rep, Joseph is responding to a customer's question sent to him via e-mail. What is the very first task Joseph should do? Question options:A) Hit the "Reply" button.B) Determine the purpose of the message he will send as a response. C) Start composing his reply. D) Conduct any necessary research.
answer
B) Determine the purpose of the message he will send as a response.
question
Jenny is an event planner and is responding to an e-mail request from a client. What should Jenny do during the second phase of the writing process? Question options:A) Check the format of the message.B) Proofread for spelling and grammar errors in the message. C) Determine the best organizational pattern for her reply message to the client. D) Analyze the situation and anticipate how her client will respond to her message.
answer
C) Determine the best organizational pattern for her reply message to the client.
question
Jorge is working on a sales brochure to promote a new product. Which of the following will Jorge do during the third phase of the writing process? Question options:A) Anticipate how customers will react to the message.B) Proofread the brochure carefully for correct spelling, grammar, and punctuation errors. C) Conduct all necessary research to make sure that the brochure will meet his customers' needs. D) Decide how to organize the brochure to make it most persuasive to his customers.
answer
B) Proofread the brochure carefully for correct spelling, grammar, and punctuation errors.
question
Which of the following statements about the 3-x-3 writing process is most accurate? Question options:A) Experienced writers usually spend the most time on the third phase of the writing process.B) The steps of the writing process must always be followed in order. C) The 3-x-3 writing process is useful only for longer, more complex documents. D) The writer decides whether a document achieves its purpose in the first phase of the writing process.
answer
...
question
Emma is writing a proposal to solicit business from a potential client. She should expect to spend the most time on Question options:A) analyzing the purpose of the message and anticipating the needs of the client.B) revising, proofreading, and evaluating the proposal. C) composing the first draft of the proposal at her computer. D) researching the information to include in the proposal.
answer
B) revising, proofreading, and evaluating the proposal.
question
The primary purpose of messages that explain procedures, announce meetings, answer questions, or transmit findings is to Question options:A) persuade.B) inform. C) promote goodwill. D) sell.
answer
C) promote goodwill.
question
The primary purpose of messages that sell products, convince managers, motivate employees, and win over customers is to Question options:A) persuade.B) inform. C) promote goodwill. D) educate.
answer
...
