BUS 130. Exam 1: a Speaker’s True Feelings, Informal Communication Channel
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
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.
A) information and knowledge.B) physical labor.C) a supply of raw materials.
A) design effective Web pages.B) communicate information to others.C) install software programs.
D) lift heavy objects.
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.
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.
A) union participation and regulation.B) more homogeneous workforces.C) global competition.
D) stricter clothing and dress codes.
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.
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.
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.
A) Teleconferencing or videoconferencingB) E-mailC) A blog or a wiki
D) Text messaging
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.
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.
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.
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.
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.
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
A) selecting the channel.B) encoding the message.C) decoding the message.
D) evaluating the message
A) messages.B) channels.C) encoding tools.
A) encoding the message.B) decoding the message.C) preparing for feedback.
D) selecting the channel for the message
A) Message encodingB) Idea formationC) Message transmission
D) Message decoding
A) bypassing.B) feedback.C) noise.
D) frame of reference.
A) encodingB) channel selectionC) decoding
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.
A) Closed communication climateB) BypassingC) External disruption
D) Semantic obstacle
A) decoding.B) feedback.C) frame of reference.
A) verbal feedback.B) noise.C) evaluation.
D) nonverbal feedback.
A) FeedbackB) NoiseC) Bypassing
D) An evaluative response
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?
A) bypassing.B) differing frames of reference.C) noise.
D) using the incorrect communication channel.
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.
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.
A) BypassingB) Differing frames of referenceC) Emotional distraction
D) Physical distraction
A) Differing frames of referenceB) Digital interruptionsC) Lack of language skill
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.
A) Lack of language skillB) BypassingC) Differing frames of reference
D) Digital interruptions
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
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
A) inform, entertain, and impress.B) inform, persuade, and promote goodwill.C) inform, persuade, and explain.
D) inform, instruct, and entertain.
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.
A) instant messaging (IM).B) blogging.C) e-mailing.
D) text messaging.
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.
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
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.
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
A) breaking the law.B) actions necessary to get ahead today.C) unethical actions.
D) workplace distrust
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.
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.
A) Rationalization trapB) Ends-justify-the-means trapC) False necessity trap
D) Doctrine-of-relative filth trap
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?
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
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
A) are used extensively in every culture.B) are proficient in using technology.C) experience less hostility among team members.
D) make better decisions.
A) group.B) cross-functional team.C) virtual team.
D) self-directed team.
A) formingB) stormingC) norming
A) FormingB) StormingC) Norming
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.
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.
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.
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
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.
A) MajorityB) ConsensusC) Authority rule with discussion
A) MajorityB) ConsensusC) Authority rule with discussion
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.
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.
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.
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.
A) At least one representing each of the company’s 16 departmentsB) Five or fewerC) Ten or fewer
D) 30 or fewer
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.
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.
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.
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.
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.
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.
A) AudioconferencingB) Web conferencingC) Instant messaging
D) A blog
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.
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.
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.
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.
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
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.
A) discriminative listening.B) critical listening.C) lag time.
D) efficiency listening.
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.
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.
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.
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.
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
A) To complement and illustrateB) To replace and substituteC) To control and regulate
D) To reinforce and accentuate
A) complement and illustrate.B) replace and substitute.C) control and regulate the situation.
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.
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
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
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
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.
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.
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.
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.
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.
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.
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.
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.
Question options:A) technical.B) economical.
D) feelings oriented.
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.
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.
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.
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.
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
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
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.
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.
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.
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.
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.
Question options:A) persuade.B) inform.
C) promote goodwill.
Question options:A) persuade.B) inform.
C) promote goodwill.