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Chapter 1—Test Bank
Career Success Begins With Communication Skills
DIFFICULTY (DIF)
TYPE
OTHER CODES
5 = Most difficult
Ap: Application question ANS: Answer
3 = Average difficulty
Con: Conceptual question
1 = Least difficult
Def: Definition
REF: Page Reference
OBJ: Chapter Objective NOT: Note
(/explanations) AAC: AACSB Competencies
Multiple Choice
1. One of the fastest ways to ensure your career success is to a. learn how to design Web pages. b. post a persuasive résumé online. c. develop excellent communication skills. d. invite your boss out to lunch periodically.
ANS: c
REF: p. 2
TYPE: Con
DIF: 3
TOP: Communication Skills: Your Ticket to Work or Your Ticket Out the Door NOT: Developing excellent communication skills is one of the fastest ways to ensure your career success. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. On the job you are more likely to be taken seriously and promoted if you a. look and sound professional. b. frame your degree or certificate and hang it on your office or cubicle wall. c. appear to be busy even when you’re not really doing anything. d. do all of the above.
ANS: a
REF: pp. 4-5 TYPE: Con
DIF: 3
TOP: Professionalism Counts With Employers NOT: If you look and sound professional while working, you are more likely to be taken seriously and promoted. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Because the U.S. economy is increasingly _____________ based, education is extremely important. a. politically b. production c. knowledge d. labor
ANS: c
REF: p. 9
TYPE: Con
DIF: 3
TOP: How Does Your Education Affect Your Income?
NOT: Because the U.S. economy is increasingly knowledge based, education is extremely important. Two thirds of all new jobs require some kind of postsecondary education. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Major trends in today’s dynamic world of work include increased emphasis on self-directed work groups and virtual teams, heightened global competition, innovative communication technologies, new work environments, and focus on a. creating an entirely online presence. b. promoting from within. c. restructuring and downsizing. d. information and knowledge as corporate assets.
ANS: d
REF: p. 7
TYPE: Con
DIF: 3
TOP: Succeeding in the Changing World of Work NOT: A major trend in the new world of work includes a focus on information and knowledge as corporate assets. Corporate America is increasingly aware that information is the key to better products and increased profitability. Other trends in today’s workplace include flattened management hierarchies and more participatory management. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Communication is defined as “the transmission of information and meaning from one individual or group to another.” The crucial element of this definition is _______________.
a. transmission. b. information. c. meaning. d. all of the above are equally important.
ANS: c
REF: p. 7
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Communication is successful only if meaning is exchanged, making “meaning” the crucial element. You can send information; but if it means nothing to the receiver, true communication has not occurred. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The communication process begins when the sender a. determines the appropriate communication channel. b. has an idea. c. encodes an idea into a message. d. plans for .
ANS: b
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process
NOT: The communication process begins when the sender has an idea. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Many of us are poor listeners because a. the brain can process information at least three times as fast as people talk. b. we tend to “tune out” speakers whose ideas run counter to our own. c. we would rather talk than listen. d. All answer choices are correct.
ANS: d
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Many of us are poor listeners because our brains can process information faster than speakers talk, because we tend to “tune out” speakers whose ideas run counter to our own, and because we would rather talk than listen. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. You can improve your listening skills if you follow tips for active listening, including a. keeping an open mind, establishing a receptive mind-set, and listening between the lines. b. establishing a receptive mind-set, concentrating on appearance and delivery, and sifting information through biases. c. capitalizing on lag time, concentrating on your next comment, and taking as many notes as possible.
d. All answer choices are correct.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Improving Listening Skills NOT: Active listening tips include stopping your talking, controlling your surroundings, establishing a receptive mind-set, keeping an open mind, listening for main points, capitalizing on lag time, listening between the lines, judging ideas and not appearances, holding your fire, taking selective notes, and providing . They do not include using biases or concentrating on appearances or your own next comment. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. Your boss is giving instructions for a new method of keeping expense s. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing? a. Language problem barrier b. Psychological barrier c. Physical barrier d. Nonverbal distraction barrier
ANS: b
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: You are experiencing a psychological barrier. Psychological barriers result from having different cultural, ethical, and personal values, including preconceived thoughts. Language barriers refer to word choices, physical barriers refer to problems in the setting, and nonverbal barriers refer to body language and other delivery dynamics. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
10. A listener who nods her head and maintains eye with a speaker is probably a. listening actively to what the speaker is saying. b. not understanding what the speaker is saying. c. faking attention while she listens to music on her MP3 player. d. formulating her response to a point with which she disagrees.
ANS: a
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: While it is possible this listener is confused, faking attention, or considering a snappy comeback, the eye and head nodding probably indicate she is listening actively to and is interested in the speaker’s message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
11. Brian is attending a seminar on workplace efficiency and must make a presentation on this topic when he returns to work. Brian can increase his comprehension by keeping an open mind, listening for main points, taking selective notes, and
a. closing his eyes. b. speaking up immediately when he does not agree with the speaker. c. filling in the lag time by reviewing in his mind other things he must do that day. d. judging ideas, not appearances.
ANS: d
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Brian will comprehend better, and probably make a better presentation back at work, if he judges ideas and not appearances. If he disagrees with the speaker, he should not immediately speak up, and he should not let his mind wander to other tasks he needs to do. He also needs to maintain eye with the speaker. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
12. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening? a. Keeping an open mind b. Establishing a receptive mind-set c. Capitalizing on lag time d. Controlling her surroundings
ANS: d
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: Active listeners strive to do all of these, but Amelia is focusing on controlling her surroundings by removing as many competing sounds and distractions as possible. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. Which of the following is considered a form of nonverbal communication? a. Facial expressions, such as a frown or raising the eyebrows b. Eye , such as staring or avoiding looking someone in the eye c. Time, such as showing up too late or too early d. All of the above are forms of nonverbal communication
ANS: d
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: All of the options listed are forms of nonverbal communication. Facial expressions, eye , and use of time are just a few examples of forms of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Nonverbal communication includes a. all unwritten and unspoken messages, intended or not. b. only body language and gestures that accompany a spoken message. c. only eye and facial expressions that the meaning of the words. d. only cues that reveal agreement with or contradiction of the verbal message.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal communication is all communication except the actual words (verbal communication). Body language, eye , gestures, and facial expressions are only a part of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Most people think that the best predictor of a speaker’s true feelings is his or her a. facial expressions. b. posture. c. gestures. d. eyes.
ANS: d
REF: p. 13
TYPE: Con
DIF: 3
TOP: How the Eyes, Face, and Body Send Silent Messages NOT: While all of these types of nonverbal communication may provide some indication of the speaker’s feelings, most people think that the eyes are the best predictor of a speaker’s true feelings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
16. Suzanne wants to make a good impression during a job interview. What should she do? a. Avoid eye with her interviewer in order to show respect. b. Slump down in her chair to show that she’s relaxed. c. Wear professional business attire. d. She should do all of the above.
ANS: c
REF: p. 15
TYPE: Ap
DIF: 5
TOP: How Appearance Sends Silent Messages NOT: Suzanne should wear professional business attire to send a positive message to the interview. She should also maintain eye to signal interest, attentiveness, strength, and credibility. In addition, she should encourage communication and interaction by leaning forward, sitting erect, and looking alert during the interview. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Melissa noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. Melissa should a. tell Stephen that he should behave more professionally. b. respond to the verbal message only and thank him for working late. c. politely seek additional information by saying, I’m not sure that you really want to stay late. Do you have somewhere you need to be? d. fire Stephen for insubordination.
ANS: c
REF: p. 15
TYPE: Ap
TOP: Keys to Building Strong Nonverbal Skills
DIF: 5
NOT: When you perceive nonverbal cues that contradict verbal meanings, politely probe for more information. You can improve communication and resolve confusion by asking a sincere, polite question. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Every country has a unique culture or common heritage that a. teaches its how to behave and conditions their reactions. b. results from a common gene pool. c. is created by a structured educational system. d. comes from an orderly system of government and laws.
ANS: a
REF: p. 16
TYPE: Con
DIF: 3
TOP: How Culture Affects Communication NOT: Every country has a unique culture or common heritage that teaches its how to behave and conditions their reactions. This culture or common heritage has nothing to do with a common gene pool. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
19. Communicators in _____________ cultures (such as those in North America, Scandinavia, and ) depend little on the context of a situation to convey their meaning. They tend to be logical, analytical, and action oriented. a. high-context b. Asian c. ancient d. low-context
ANS: d
REF: pp. 16-17
TYPE: Con
DIF: 3
TOP: Context NOT: Communicators in low-context cultures tend to be logical, analytical, and action-oriented. They depend little on the context of a situation to convey meaning. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
20. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural dimension of a. individualism. b. formality. c. communication style. d. time orientation.
ANS: c
REF: p. 18
TOP: Communication
TYPE: Con
DIF: 3
NOT: In business situations, North Americans tend to value straightforwardness and are suspicious of evasiveness. These values illustrate communication style. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. An American businessperson who thinks that all Swiss are hard-working, efficient, and neat is illustrating an example of a. ethnocentrism. b. tolerance. c. stereotyping. d. a cultural norm.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: The belief that all of a group have the same behavioral pattern is stereotyping and not ethnocentrism, tolerance, or a cultural norm. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
22. Robert frequently comments that he likes working independently because that’s the American way—and the American way is the best way! Robert’s belief in the superiority of his own culture is an example of a. stereotyping. b. individualism. c. ethnocentrism. d. communication style.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism reveals itself in statements such as “The American way is the best way.” This type of ethnocentrism may be accompanied by stereotyping, which is an oversimplified behavior pattern applied to entire groups. Neither of these beliefs is likely to help you communicate with other cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
23. Working with people from other cultures will requires tolerance. One of the best ways to become more tolerant is by a. practicing empathy. b. increasing your individualism. c. encouraging ethnocentrism. d. knowing your communication style.
ANS: a
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Tolerance requires you to have sympathy for and appreciation of the customs of other cultures. You develop this tolerance through practicing empathy, which helps you to see the world through another’s eyes. If you are more individualistic or ethnocentric, you will probably have less tolerance. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
24. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short sentences and short, familiar words. But she noticed that the customer had a glazed expression and did not understand her. Zoe should a. repeat what she has said in a louder voice. b. graciously accept the blame for not making her meaning clear. c. end the conversation until an interpreter can be found. d. require the Italian businessperson to restate the message in simple words.
ANS: b
REF: p. 20
TYPE: Ap
DIF: 5
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: Zoe did well to speak slowly, simply, and clearly with this customer. Now she should graciously accept the blame for not being clear instead of repeating the same words more loudly or asking the other person to restate her message.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen without interrupting, and a. follow up in writing. b. avoid smiling, which might make you appear to lack seriousness. c. use vocabulary words that will impress the listener. d. assume that the listener understands if he or she nods and smiles in agreement.
ANS: a
REF: p. 20
TYPE: Con
DIF: 3
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: When speaking with someone for whom English is a second language, you should confirm the results and agreements in writing. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
26. When writing for a multicultural audience, you are more likely to be understood if you use short sentences and short paragraphs and if you include a. slang, such as This product really rocks! b. idioms, such as You can improve your bottom line by using this product. c. acronyms, such as ASAP.
d. action-specific verbs, such as e-mail me if you have any questions rather than me if you have any questions.
ANS: d
REF: pp. 20-21
TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: A multicultural audience is less likely to understand American slang, idioms, or acronyms. The audience is more likely to understand clear writing that uses short sentences, short paragraphs, and action-specific verbs. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
27. Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the contract? a. Use figures for all dates for clarity. b. Use American currency figures. c. Use figures instead of spelling them out. d. Do all of the above.
ANS: c
REF: p. 21
TYPE: Ap
DIF: 5
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: In citing numbers, Max should use figures (for example, 15) instead of spelling them out (for example, fifteen). He should convert dollar figures into local currency and avoid using figures to express months. For clarity, he should instead spell out the month.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
28. Which of the following is a benefit of a diverse work environment? a. Better ability to create the products that consumers desire b. Fewer discrimination lawsuits, fewer union clashes, and less government regulatory action c. Improvement of employee relationships and increased productivity d. All of the above are benefits of a diverse work environment.
ANS: d
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: Organizations that hire employees with various experiences and backgrounds are better able to create the products that consumers desire. In addition, organizations that set aside time and resources to cultivate and capitalize on diversity will suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action. Most important is the growing realization among organizations that diversity is a critical bottomline business strategy to improve employee relationships and to increase productivity. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
29. Megahertz Technology Solutions, Inc. recently suffered a discrimination lawsuit. Advice to improve its workforce diversity is likely to include
understanding the value of differences, providing diversity training for employees, building on similarities, and a. hiring a more homogenous work group. b. making fewer assumptions. c. requiring all employees to use jargon that conveys stereotypes. d. making sure all employees conform to a standard company culture.
ANS: b
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences NOT: Megahertz Technology Solutions, Inc. can capitalize on workforce diversity by understanding the value of differences, by providing diversity training for employees, by building on similarities, and by making fewer assumptions. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
30. Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own and other cultures, and a. seek common ground. b. help others conform. c. avoid noticing differences. d. All answer choices are correct.
ANS: a
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Successful communicators avoid assumptions; learn about all cultures; invite, use, and give ; and seek common ground. Pretending differences don’t exist or trying to help others conform will not improve your communication success with diverse populations who desire to be recognized and respected. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
True-False
1. In making hiring decisions, employers often rank communication skills among the most requested competencies.
ANS: T
REF: p. 2
TYPE: Con
DIF: 3
TOP: The Importance of Communication Skills to Your Career NOT: Employers often rank communication skills among the most requested competencies in making hiring decisions. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. Because of today’s communication technology, writing skills are less important than in the past.
ANS: F
REF: p 3
TYPE: Con
DIF: 3
TOP: Why Are Writing Skills Increasingly Important?
NOT: Writing skills are particularly important on the job today because people are writing more than ever before and because many people work together but are not physically together. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Use of information technology; Tier 2—Communication evolution
3. We are born with the ability to read, listen, speak, and write.
ANS: F
REF: p. 6
TYPE: Con
DIF: 3
TOP: Using This Book to Build Your Career Communication Skills NOT: The abilities to read, listen, speak, and write effectively are not inborn. When it comes to communication, it is more nurture than nature. Good communicators are not born; they are made. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Theresa will be working with Alex on a virtual team to develop a new marketing plan. Because they won’t meet face to face, their work will be less dependent on good communication skills.
ANS: F
REF: p. 7
TYPE: Ap
DIF: 5
TOP: Succeeding in the Changing World of Work
NOT: Theresa and Alex are among many employees who are working on virtual teams. This means they will be more dependent on their communication skills to work together effectively. AAC: Tier 1—Patterns; Tier 2—Teamwork AAC: Tier 1—Use of information technology; Tier 2—Asynchronous messaging, Synchronous messaging, Communication evolution AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
5. The central objective of communication is the transmission of meaning.
ANS: T
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Simply putting a message out, whether spoken or written, does not meet the purpose of communication. Meaning must be sent and received. The transmission of the words must result in understanding for communication to occur. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. Anything that disrupts the transmission of a message in the communication process is called noise.
ANS: T
REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Anything that disrupts the transmission of a message in the communication process is called noise. Channel noise ranges from static that disrupts a telephone conversation to spelling errors in an e-mail message.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Words have the same basic meanings for everyone; therefore, messages communicated verbally are always understood.
ANS: F
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: A major problem when communicating any message verbally is that words have different meanings for different people. This is why skilled communicators try to use familiar words with concrete meanings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. After explaining a new procedure to her employees, Amy asks, “Is there anything that wasn’t clear?” She is asking this question to encourage .
ANS: T
REF: pp. 10-11
TYPE: Ap
DIF: 5
TOP: Understanding the Communication Process NOT: Amy can encourage by asking questions such as “Is there anything that wasn’t clear?” AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
9. Most people listen with 50 percent or higher efficiency.
ANS: F
REF: p. 11
TYPE: Con
TOP: Improving Listening Skills
DIF: 3
NOT: Some researchers suggest that we listen at only 25 percent efficiency. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
ANS: F
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy surroundings. Psychological barriers occur because we each bring a unique set of cultural, ethical, and personal values to the communication process. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
11. If you want to become a better listener, your first step is to stop talking.
ANS: T
REF: p. 12
TYPE: Con
DIF: 3
TOP: Keys to Building Powerful Listening Skills NOT: It is human nature to prefer to talk than to listen. To improve listening skills, you must, indeed, stop talking and listen more to practice active listening skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
12. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should take complete notes of everything said.
ANS: F
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Good listeners take selective notes of the most important points, but do not allow the note-taking process to interfere with concentration on the total message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
ANS: F
REF: p. 13
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Both your personal appearance and the physical appearance of your business documents transmit immediate and important nonverbal messages.
ANS: T
REF: p. 15
TYPE: Con
DIF: 3
TOP: How Appearance Silent Sends Messages NOT: Employees send important nonverbal messages to others through their physical appearance and through the way their business documents look. Both personal appearance and the physical appearance of a document can have a positive or a negative effect on the receiver. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Zach’s company does business globally. By associating with people from diverse cultures, Zach can widen his knowledge of intercultural messages and can increase his tolerance of differences.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: Associating with other cultures, both at work and at leisure, can improve your nonverbal skills by widening your knowledge of and tolerance for intercultural nonverbal messages. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
16. Greg will be the student speaker for graduation. To ensure that his nonverbal cues his verbal message, he should ask friends and family to monitor his conscious and unconscious body movements and gestures.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: You can ensure that your verbal and nonverbal messages match by asking family and friends to observe your presentation to monitor your nonverbal behavior. Another effective technique is to videotape yourself so that you can evaluate your presentation skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Joseph will be traveling to South America to increase sales for his company. Because the meanings of nonverbal gestures are similar in all cultures, Joseph can indicate that everything is OK with his South American customers by using his thumb and forefinger to form a circle.
ANS: F
REF: p. 16
TYPE: Ap
DIF: 5
TOP: How Culture Affects Communication NOT: The meanings of many nonverbal gestures differ from culture to culture. Don’t assume that a familiar American gesture has universal meaning. In fact, forming the thumb and forefinger in a circle is obscene in South America. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North American culture.
ANS: T
REF: pp. 17-18
TYPE: Ap
DIF: 5
TOP: Individualism NOT: As a typical North American, Laura tends to value individualism and responsibility. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
19. Bijan and his family place great emphasis on tradition, ceremony, and social rules. Bijan is most likely a member of a low-context culture.
ANS: F
REF: p. 18
TYPE: Ap
DIF: 5
TOP: Formality NOT: People in high-context cultures place more emphasis on tradition, ceremony, and social rules than of low-context cultures do. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
20. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
ANS: T
REF: pp. 18-19
TYPE: Con
DIF: 3
TOP: Time NOT: North Americans consider time a precious commodity. They correlate time with productivity, efficiency, and money. Keeping people waiting for business appointments wastes time and is rude.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.
ANS: F
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism is the belief in the superiority of one’s own culture. It is wise to be tolerant in cross-cultural communication, but ethnocentrism can handicap communication. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
22. For international trade it is a good idea to learn and use the metric system.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: Because the metric system is so widely used throughout the world, for international trade it is a good idea to learn and use this system. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
23. Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing business organizations today.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: One of the biggest challenges facing business organizations today is developing a diverse staff that can work together cooperatively. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
24. Because Ryan has never met a person from , he is worried about traveling there to do business for his company. Ryan could reduce his worry by attending a meeting of the local German club and interacting with its from .
ANS: T
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences NOT: The fear of the unknown is a common feeling that decreases as you interact with diverse people. By meeting some Germans before he travels, Ryan is likely to reduce his worries. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike in order to reduce conflicts.
ANS: F
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Diversity makes an organization innovative and creative. Sameness fosters an absence of critical thinking called “groupthink.” AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
Fill-in-the-Blank
1. ______________ skills refer to reading, listening, nonverbal, speaking, and writing skills.
ANS: Communication REF: p. 3
TYPE: Def
DIF: 1
TOP: The Importance of Communication Skills to Your Career NOT: Communication skills refer to reading, listening, nonverbal, speaking, and writing skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. ___________________ is defined as “the transmission of information and meaning from one individual or group to another.”
ANS: Communication REF: p. 7
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Communication is “the transmission of information and meaning from one individual or group to another.: AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. In the communication process, _______________ means converting an idea into words or gestures that will convey meaning.
ANS: encoding
REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the sender converts an idea into words or gestures, the communicator is encoding the message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. When you decide the spoken or written means by which you will send a message, you have selected the _______________ of communication.
ANS: channel REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The channel is the means by which a message is transmitted. Channels include both spoken and written means. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
5. When the receiver translates the message from its symbol form into meaning, it is known as _____________.
ANS: decoding REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the receiver translates the message from its symbol form into meaning, it is known as decoding. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The verbal and nonverbal responses of the receiver create ___________, a vital part of the entire communication process that helps the sender know that the message was received and understood.
ANS: REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The verbal and nonverbal responses of the receiver create , a vital part of the entire communication process that helps the sender know that the message was received and understood. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. __________ cues include eye , facial expression, body movements, space, time, territory, and appearance.
ANS: Nonverbal
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal cues include eye , facial expression, body movements, space, time, territory, and appearance. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. According to a model developed by cultural anthropologist Edward T. Hall, _______________ refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high.
ANS: context REF: p. 16
TYPE: Def
DIF: 1
TOP: Context NOT: According to a model developed by cultural anthropologist Edward T. Hall, context refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. The belief in the superiority of one’s own culture is known as ____________. This natural attitude is found in all cultures.
ANS: ethnocentrism REF: p. 19
TYPE: Def
DIF: 1
TOP: Controlling Ethnocentrism and Stereotyping
NOT: The belief in the superiority of one’s own culture is known as ethnocentrism. This natural attitude is found in all cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. ______________ means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop this trait is to practice empathy.
ANS: Tolerance REF: p. 19
TYPE: Def
DIF: 1
TOP: Comparing Key Cultural Values NOT: Tolerance means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop tolerance is to practice empathy. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
Chapter 4 Writing For Effect True/False Questions 1. Building goodwill through messages is gratifying to business people personally, but it is difficult to justify as a profitable business practice. Answer: False Page: 68 Difficulty: Easy Rationale: Goodwill is worth money in business. Learning Objective: 1 AACSB Standard: 1 2. The words you use in writing messages should come primarily from your speaking vocabulary. Answer: True Page: 69 Difficulty: Easy Rationale: Conversational writing, which uses the speaking vocabulary, is advocated in the chapter. Learning Objective: 2 AACSB Standard: 1 3. The old "language of business” in vogue a century ago has given us some of our most useful expressions for written messages. Answer: False Page: 71 Difficulty: Easy Rationale: The old "language of business" expressions still used are rubber stamps that should be avoided. Learning Objective: 2 AACSB Standard: 1 4. Rubber stamps are a part of our conversational language. Answer: False Page: 71 Difficulty: Easy Rationale: It is the opposite, very unnatural. Learning Objective: 2 AACSB Standard: 1 5. Because the "rubber stamp" expressions are well known in business, they may be used effectively to build goodwill. Answer: False Page: 70-71 Difficulty: Easy Rationale: As these expressions give the impression of routing treatment, they destroy goodwill. Learning Objective: 2 AACSB Standard: 1
28
Chapter 4 Writing For Effect 6. Because we human beings are self-centered creatures, we can accomplish our message-writing goal best by honestly presenting the message from our own points of view. Answer: False Page: 72 Difficulty: Medium Rationale: The you viewpoint is more effective. Learning Objective: 3 AACSB Standard: 1 7. The you-viewpoint is a manipulative technique and may be used for good or bad purposes. Answer: True Page: 74 Difficulty: Medium Rationale: See discussion of this point on p. 74. Learning Objective: 3 AACSB Standard: 1 8. One advantage of using rubber-stamp expressions is that they communicate the effect of individual treatment. Answer: False Page: 70-71 Difficulty: Easy Rationale: They give the effect of routine treatment. Learning Objective: 2 AACSB Standard: 1 9. Writing in the you-viewpoint involves more than emphasizing the you and the your and de-emphasizing the I and the mine. Answer: True Page: 72-73 Difficulty: Medium Rationale: Although it involves using the you and the your it is primarily an attitude of mind that emphasizes the reader's interests. Learning Objective: 3 AACSB Standard: 1 10. Words such as "I regret to inform" are highly positive and cushion the shock of bad news. Answer: False Page: 74-75 Difficulty: Easy Rationale: As illustrated in the chapter, they are negative. Learning Objective: 4 AACSB Standard: 1 11. You-viewpoint is effective only in messages presenting favorable information. Answer: False Page: 72-73 Difficulty: Easy Rationale: It is also effective in bad-news messages. Learning Objective: 3 AACSB Standard: 1
29
Chapter 4 Writing For Effect 12. Done to the extreme, you-viewpoint can sound insincere. Answer: True Page: 74 Difficulty: Easy Rationale: When overdone it appears to be insincere and not believable. Learning Objective: 3 AACSB Standard: 1 13. Research shows the you-viewpoint is of questionable value. Answer: False Page: 74 Difficulty: Medium Rationale: As noted in the chapter, the opposite is true. Learning Objective: 3 AACSB Standard: 1 14. Words that create positive meanings in your reader's mind usually are best for achieving your message's objectives. Answer: True Page: 74-75 Difficulty: Easy Rationale: In most message situations, goodwill is an objective. Thus, emphasis on the positive is important. Learning Objective: 4 AACSB Standard: 1 15. As positive words are the most effective for achieving message goals, negative words should not be used in business messages. Answer: False Page: 74 Difficulty: Hard Rationale: Negative words have a place in some messages. Learning Objective: 4 AACSB Standard: 1 16. Negative words tend to destroy goodwill. Answer: True Page: 74 Difficulty: Easy Rationale: The text discussion s this statement. Learning Objective: 4 AACSB Standard: 1 17. It usually is good practice in writing messages to treat your reader as a member of a broad group rather than as an individual. Answer: False Page: 77 Difficulty: Medium Rationale: Individual treatment usually is preferred. Learning Objective: 5 AACSB Standard: 1
30
Chapter 4 Writing For Effect 18. As a general rule, references to the reader by name within the body of a message should be avoided. Answer: False Page: 72 Difficulty: Medium Rationale: Such references tend to personalize the message, thereby creating a positive effect. Learning Objective: AACSB Standard: 1 19. Telling the reader of a business message something she or he knows as if she or he does not know it is one good way of making a point without creating friction. Answer: False Page: 77 Difficulty: Hard Rationale: This is a form of preaching and produces negative results. Learning Objective: 5 AACSB Standard: 1 20. To the skilled message writer, writing concisely means including only the barest essentials in a message. Answer: False Page: 78 Difficulty: Medium Rationale: Such treatment produces brusque, hurried effects and destroys goodwill. The little extras are important. Learning Objective: 5 AACSB Standard: 1 21. In achieving a goodwill effect in our business messages, there are times when showing our anger produces the most positive results. Answer: False Page: 79 Difficulty: Medium Rationale: Anger leads to more anger. Learning Objective: 5 AACSB Standard: 1 22. Because most people tend to be negative, a letter cannot have too much goodwill. Answer: False Page: 79 Difficulty: Hard Rationale: The technique can be overdone. Learning Objective: 5 AACSB Standard: 1 23. Strong words such as greatest, finest, and extraordinary are highly effective in convincing readers. Answer: False Page: 80 Difficulty: Medium Rationale: Such superlatives are not often believed. Learning Objective: 5 AACSB Standard: 1
31
Chapter 4 Writing For Effect 24. A display of anger in a letter helps in achieving the objective of the letter only when the objective is to antagonize the reader. Answer: True Page: 79 Difficulty: Medium Rationale: The writer's anger produce reader anger. Learning Objective: 5 AACSB Standard: 1 25. In the interest of fairness, all of the facts we write about in a message should be given equal emphasis. Answer: False Page: 80 Difficulty: Hard Rationale: It is the writer's task to determine how much emphasis each point deserves and to give it that emphasis. Learning Objective: 6 AACSB Standard: 1 26. The beginnings and endings of a unit of written communication carry more emphasis than do the center parts. Answer: True Page: 80 Difficulty: Easy Rationale: These positions stand out. Learning Objective: 6 AACSB Standard: 1 27. Because the middle portion of a message receives major attention, this part carries more emphasis than other parts of the letter. Answer: False Page: 80 Difficulty: Medium Rationale: The beginning and ending parts stand out; thus they carry major emphasis. Learning Objective: 6 AACSB Standard: 1 28. The more you write about something, the more you emphasize it. Answer: True Page: 81 Difficulty: Medium Rationale: Volume of coverage is one means of determining emphasis. Learning Objective: 6 AACSB Standard: 1 29. Because volume adds emphasis, you can emphasize a point by placing it in a long, involved sentence so that it stands out. Answer: False Page: 81 Difficulty: Hard Rationale: Such sentences do not stand out. The shorter ones do. Learning Objective: 6 AACSB Standard: 1
32
Chapter 4 Writing For Effect 30. Longer sentences give more emphasis to their contents than do shorter sentences. Answer: False Page: 81 Difficulty: Medium Rationale: The opposite is true. Short sentences stand out, thereby giving emphasis to their contents. Learning Objective: 6 AACSB Standard: 1 31. Repetition of words can be used as a means of achieving good transition. Answer: True Page: 81 Difficulty: Easy Rationale: This is one effective technique. Learning Objective: 7 AACSB Standard: 1 32. Pronouns have little use as transition words. Answer: False Page: 81 Difficulty: Easy Rationale: They are used effectively to make transitions. They relate to nouns previously mentioned. Learning Objective: 7 AACSB Standard: 1 Multiple Choice Questions 33. Best wording of five closing statements from a business message is: A) Hoping to hear from you, I remain . . . . B) Thanking you in advance . . . . C) I shall appreciate your assistance. D) Appreciating your cooperation in this matter . . . . E) Appreciate your cooperation in this matter. . . . Answer: C Page: 70-71 Difficulty: Easy Rationale: Only this one is neither an antiquated form nor an incomplete sentence. Learning Objective: 2 AACSB Standard: 1 34. Mark the wording that is not a rubber stamp. A) We beg to advise . . . . B) Trusting to hear from you . . . . C) Deem it advisable . . . . D) This is to inform . . . . E) Please answer this request soon . . . . Answer: E Page: 70-71 Difficulty: Easy Rationale: Only this one is natural, conversational wording that is not stereotyped. Learning Objective: 2 AACSB Standard: 1
33
Chapter 4 Writing For Effect 35. The closing expression in a business message that best meets modern standards is: A) Thanking you in advance, I remain . . . . B) Thanking you in advance . . . . . C) Thank you for considering this request. D) Anticipating your favorable response, I remain . . . . E) We beg to remain, your obedient servant. Answer: C Page: 70-71 Difficulty: Easy Rationale: Only this wording is not a rubber stamp. Learning Objective: 2 AACSB Standard: 1 36. From these expressions from business messages, mark the one that best avoids a "rubber stamp" wording. A) This is to inform you . . . . B) This will acknowledge receipt of . . . . C) In accordance with your instructions . . . . D) Yes, you may use the equipment . . . . E) This is to advise that . . . . Answer: D Page: 70-71 Difficulty: Medium Rationale: Only this one is a natural expression. See examples in the chapter. Learning Objective: 2 AACSB Standard: 2 37. Mark the best of five concluding remarks that immediately precede the "sincerely yours" in a business message. A) Hoping to hear from you soon, I remain . . . . B) Assuring you of our cooperation, we remain . . . . C) Thanking you in advance for your cooperation . . . . D) We beg to remain . . . . E) I appreciate your prompt handling of this request. Answer: E Page: 70-71 Difficulty: Medium Rationale: All the others are rubber stamps. Learning Objective: 2 AACSB Standard: 1
34
Chapter 4 Writing For Effect 38. Mark the best choice of words for the beginning of a routine business message. A) I am happy to be able to answer your July 1 letter. B) Yes, we will gladly permit you to use our meeting facilities. C) I have received your request of July 1. D) This will acknowledge receipt of your July 1 letter. E) This is to inform you of our willingness to comply with your July 1 request. Answer: B Page: 70-71 Difficulty: Medium Rationale: Only this sentence does not contain a rubber-stamp expression. Learning Objective: 2 AACSB Standard: 1 39. Which of the following sentences conforms least to you-viewpoint strategy? A) You will be happy to know that we now have a complete service department. B) As a profit-minded business person, you will appreciate this new feature. C) At $39.95 each you will reap a nice profit of $9.95. D) Your request to use our facility must be denied at this time. E) Your selection of Southern Queen candies should reach you by the 12th. Answer: D Page: 70-71 Difficulty: Hard Rationale: Although all contain the pronoun you, this sentence carries a negative message that is not favorable to the reader's best interest. Such messages are best explained with you-viewpoint reasoning. Learning Objective: 3 AACSB Standard: 1 40. Which is the best example of you-viewpoint writing in these sentences? A) I am pleased to report to you that your has been approved. B) For your shopping convenience, your is now open. C) We are pleased to announce that an in your name has been opened. D) We have opened your . E) As you requested, we have opened your . Answer: B Page: 72-73 Difficulty: Hard Rationale: Only this one focuses all emphasis on the reader. The others clearly stress the writer. Learning Objective: 3 AACSB Standard: 1
35
Chapter 4 Writing For Effect 41. Mark the sentence that handles its subject most positively. A) We regret to inform you that we cannot hire you at this time. B) Although we cannot hire you now, we will hold your application for a possible future opening. C) Regretfully, we must turn down your request for employment. D) Unfortunately, we have no job vacancy at this time. E) Although all of our positions are filled, we will hold your application for possible future use. Answer: E Page: 74-75 Difficulty: Hard Rationale: All contain negative words (regret, cannot, turn down, unfortunately, no) except this one. Learning Objective: 4 AACSB Standard: 1 42. Mark the sentence that does the best job of telling bad news. A) We cannot grant you credit. B) Although we cannot grant you credit, we can offer you special discounts for cash. C) Your poor credit record does not justify our extending you credit. D) Because of your poor credit record, we must reject your application. E) Although your current position requires that we sell to you on a cash basis, we can offer you special cash discounts. Answer: E Page: 74-75 Difficulty: Hard Rationale: Only this sentence uses no negative words (cannot, does not justify, poor credit record, reject). Learning Objective: 4 AACSB Standard: 1 43. The most positive of the following words is: A) mistake. B) bloody. C) damage. D) refuse. E) situation. Answer: E Page: 74-75 Difficulty: Medium Rationale: Only this one is not clearly negative. It is neutral and would be negative only with additional modifying words. Learning Objective: 4 AACSB Standard: 1
36
Chapter 4 Writing For Effect 44. Which of these sentences contains the most positive wording? A) Surely you can understand why we must limit your credit. B) We ask you to understand why we must refuse credit. C) Because your ratio is below this minimum, we cannot grant credit at this time. D) You will understand, I feel sure, why we must limit credit to those whose assetsto-liabilities ratio exceeds the two-to-one minimum. E) I sincerely regret that we are not able to grant credit at this time. Answer: D Page: 74-75 Difficulty: Hard Rationale: Only this one is written without negative words (limit, refuse, cannot, regret.) Learning Objective: 4 AACSB Standard: 1 45. Mark the most positive of the following wordings. A) I regret to inform you . . . . B) We cannot permit . . . . C) Your problem is regrettable . . . . D) Here is a solution to . . . . E) Your broken china . . . . Answer: D Page: 74-75 Difficulty: Medium Rationale: Only this one contains no negative words or thoughts (regret, cannot, problem, regrettable, broken). Learning Objective: AACSB Standard: 1 46. Mark the most positive of these five sentences. A) Talking is permitted during the break only. B) You may not talk at any time class is in progress. C) Do not talk during class time. D) You are prohibited from talking during class. E) Talking is not permitted during class time. Answer: A Page: 74-75 Difficulty: Medium Rationale: Only this sentence does not contain a negative word (not, prohibited) Learning Objective: 4 AACSB Standard: 1
37
Chapter 4 Writing For Effect 47. Which sentence is least likely to produce a preaching impression in the mind of a retailing executive? A) As you know, savings from cash discounts can be significant. B) Save big money today by taking the cash discount. C) Savings from cash discounts can be significant. D) Take the cash discount and save money. E) A wise retailer takes cash discounts and saves money. Answer: A Page: 77 Difficulty: Hard Rationale: As the subject is elementary to the retailer, one should take care to avoid a lecturing tone. By making it clear that the writer knows the reader understands this elementary point, this sentence avoids offending the reader. Learning Objective: 5 AACSB Standard: 1 48. The term that is not one of the four major emphasis devices is: A) tense. B) space. C) position. D) sentence structure. E) mechanical devices. Answer: A Page: 80-81 Difficulty: Easy Rationale: Tense is not an emphasis device. Learning Objective: 6 AACSB Standard: 1 49. In giving proper emphasis to an important point, you should place it in: A) a dependent clause. B) an independent clause in a compound sentence. C) a simple sentence. D) any sentence form but in the middle of a long paragraph. E) a compound sentence in parentheses. Answer: C Page: 80-81 Difficulty: Easy Rationale: The information in such sentences does not have to compete for attention with other information in the sentence. Learning Objective: 6 AACSB Standard: 1
38
Chapter 4 Writing For Effect 50. Which of these positions in a letter would give greatest emphasis? A) First sentence of the last paragraph B) First sentence of the first paragraph C) Last sentence of the first paragraph D) Middle sentence of the middle paragraph E) Last sentence of the middle paragraph Answer: B Page: 80-81 Difficulty: Medium Rationale: The beginning and ending sentences carry more emphasis than any of the others. Learning Objective: 6 AACSB Standard: 1 51. The best advice for using transition devices is to use them: A) at the beginning of each topic. B) at the end of each topic. C) at the beginning and end of each topic. D) at the beginning and end of each topic and internally. E) wherever they are needed to avoid abrupt thought shifts. Answer: E Page: 81 Difficulty: Medium Rationale: They should not be used arbitrarily. Learning Objective: 7 AACSB Standard: 1 52. Indicate the one best means of achieving coherence in a letter. A) Repetition of key words B) Use of transition words C) Use of pronouns D) Logical arrangement E) Use of tie-in sentences Answer: D Page: 81 Difficulty: Hard Rationale: All are coherence techniques, but logical arrangement is the most effective of those techniques mentioned. Learning Objective: 7 AACSB Standard: 1
39
Chapter 4 Writing For Effect 53. Mark the sentence that ties in best with this first sentence of a business letter: "Your thorough and objective review of the facts concerning your Mini-Photo camera tells us that you are one who wants to get all the facts before making a decision." A) We have found some additional evidence. B) That is why we know that you will want to consider some additional information we have uncovered. C) Apparently you did not know that the camera has been dropped. D) Other information is as follows. E) So that you may be fully satisfied with the Mini-Photo, we make it to withstand rough treatment. Answer: B Page: 81 Difficulty: Hard Rationale: Only this one has a thought tie-in that builds from the first sentence. Learning Objective: 7 AACSB Standard: 1
40
Chapter 1—Test Bank
Career Success Begins With Communication Skills
DIFFICULTY (DIF)
TYPE
OTHER CODES
5 = Most difficult
Ap: Application question
ANS: Answer
3 = Average difficulty
Con: Conceptual question
REF: Page Reference
1 = Least difficult
Def: Definition
OBJ: Chapter Objective NOT: Note (/explanations) AAC: AACSB Competencies
Multiple Choice
1. One of the fastest ways to ensure your career success is to a. learn how to design Web pages. b. post a persuasive résumé online. c. develop excellent communication skills. d. invite your boss out to lunch periodically.
ANS: c
REF: p. 2
TYPE: Con
DIF: 3
TOP: Communication Skills: Your Ticket to Work or Your Ticket Out the Door NOT: Developing excellent communication skills is one of the fastest ways to ensure your career success. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. On the job you are more likely to be taken seriously and promoted if you a. look and sound professional. b. frame your degree or certificate and hang it on your office or cubicle wall. c. appear to be busy even when you’re not really doing anything. d. do all of the above.
ANS: a
REF: pp. 4-5
TYPE: Con
DIF: 3
TOP: Professionalism Counts With Employers NOT: If you look and sound professional while working, you are more likely to be taken seriously and promoted. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Because the U.S. economy is increasingly _____________ based, education is extremely important. a. politically b. production c. knowledge d. labor
ANS: c
REF: p. 9
TYPE: Con
TOP: How Does Your Education Affect Your Income?
DIF: 3
NOT: Because the U.S. economy is increasingly knowledge based, education is extremely important. Two thirds of all new jobs require some kind of postsecondary education. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Major trends in today’s dynamic world of work include increased emphasis on selfdirected work groups and virtual teams, heightened global competition, innovative communication technologies, new work environments, and focus on a. creating an entirely online presence. b. promoting from within. c. restructuring and downsizing. d. information and knowledge as corporate assets.
ANS: d
REF: p. 7
TYPE: Con
DIF: 3
TOP: Succeeding in the Changing World of Work NOT: A major trend in the new world of work includes a focus on information and knowledge as corporate assets. Corporate America is increasingly aware that information is the key to better products and increased profitability. Other trends in today’s workplace include flattened management hierarchies and more participatory management. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Communication is defined as “the transmission of information and meaning from one individual or group to another.” The crucial element of this definition is _______________. a. transmission. b. information. c. meaning. d. all of the above are equally important.
ANS: c
REF: p. 7
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Communication is successful only if meaning is exchanged, making “meaning” the crucial element. You can send information; but if it means nothing to the receiver, true
communication has not occurred. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The communication process begins when the sender a. determines the appropriate communication channel. b. has an idea. c. encodes an idea into a message. d. plans for .
ANS: b
REF: p. 10
TYPE: Con
TOP: Understanding the Communication Process
DIF: 3
NOT: The communication process begins when the sender has an idea. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Many of us are poor listeners because a. the brain can process information at least three times as fast as people talk. b. we tend to “tune out” speakers whose ideas run counter to our own. c. we would rather talk than listen. d. All answer choices are correct.
ANS: d
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Many of us are poor listeners because our brains can process information faster than speakers talk, because we tend to “tune out” speakers whose ideas run counter to our own, and because we would rather talk than listen. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. You can improve your listening skills if you follow tips for active listening, including a. keeping an open mind, establishing a receptive mind-set, and listening between the lines. b. establishing a receptive mind-set, concentrating on appearance and delivery, and sifting information through biases. c. capitalizing on lag time, concentrating on your next comment, and taking as many notes as possible. d. All answer choices are correct.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Improving Listening Skills NOT: Active listening tips include stopping your talking, controlling your surroundings, establishing a receptive mind-set, keeping an open mind, listening for main points, capitalizing on lag time, listening between the lines, judging ideas and not appearances, holding your fire, taking selective notes, and providing . They do not include using
biases or concentrating on appearances or your own next comment. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. Your boss is giving instructions for a new method of keeping expense s. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing? a. Language problem barrier b. Psychological barrier c. Physical barrier d. Nonverbal distraction barrier
ANS: b
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: You are experiencing a psychological barrier. Psychological barriers result from having different cultural, ethical, and personal values, including preconceived thoughts. Language barriers refer to word choices, physical barriers refer to problems in the setting, and nonverbal barriers refer to body language and other delivery dynamics. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
10. A listener who nods her head and maintains eye with a speaker is probably a. listening actively to what the speaker is saying. b. not understanding what the speaker is saying. c. faking attention while she listens to music on her MP3 player. d. formulating her response to a point with which she disagrees.
ANS: a
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: While it is possible this listener is confused, faking attention, or considering a snappy comeback, the eye and head nodding probably indicate she is listening actively to and is interested in the speaker’s message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
11. Brian is attending a seminar on workplace efficiency and must make a presentation on this topic when he returns to work. Brian can increase his comprehension by keeping an open mind, listening for main points, taking selective notes, and a. closing his eyes. b. speaking up immediately when he does not agree with the speaker. c. filling in the lag time by reviewing in his mind other things he must do that day. d. judging ideas, not appearances.
ANS: d
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Brian will comprehend better, and probably make a better presentation back at work, if he judges ideas and not appearances. If he disagrees with the speaker, he should
not immediately speak up, and he should not let his mind wander to other tasks he needs to do. He also needs to maintain eye with the speaker. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
12. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening? a. Keeping an open mind b. Establishing a receptive mind-set c. Capitalizing on lag time d. Controlling her surroundings
ANS: d
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: Active listeners strive to do all of these, but Amelia is focusing on controlling her surroundings by removing as many competing sounds and distractions as possible. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. Which of the following is considered a form of nonverbal communication? a. Facial expressions, such as a frown or raising the eyebrows b. Eye , such as staring or avoiding looking someone in the eye c. Time, such as showing up too late or too early d. All of the above are forms of nonverbal communication
ANS: d
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: All of the options listed are forms of nonverbal communication. Facial expressions, eye , and use of time are just a few examples of forms of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Nonverbal communication includes a. all unwritten and unspoken messages, intended or not. b. only body language and gestures that accompany a spoken message. c. only eye and facial expressions that the meaning of the words. d. only cues that reveal agreement with or contradiction of the verbal message.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal communication is all communication except the actual words (verbal communication). Body language, eye , gestures, and facial expressions are only a part of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Most people think that the best predictor of a speaker’s true feelings is his or her
a. facial expressions. b. posture. c. gestures. d. eyes.
ANS: d
REF: p. 13
TYPE: Con
DIF: 3
TOP: How the Eyes, Face, and Body Send Silent Messages NOT: While all of these types of nonverbal communication may provide some indication of the speaker’s feelings, most people think that the eyes are the best predictor of a speaker’s true feelings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
16. Suzanne wants to make a good impression during a job interview. What should she do? a. Avoid eye with her interviewer in order to show respect. b. Slump down in her chair to show that she’s relaxed. c. Wear professional business attire. d. She should do all of the above.
ANS: c
REF: p. 15
TYPE: Ap
DIF: 5
TOP: How Appearance Sends Silent Messages NOT: Suzanne should wear professional business attire to send a positive message to the interview. She should also maintain eye to signal interest, attentiveness, strength, and credibility. In addition, she should encourage communication and interaction by leaning forward, sitting erect, and looking alert during the interview. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Melissa noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. Melissa should a. tell Stephen that he should behave more professionally. b. respond to the verbal message only and thank him for working late. c. politely seek additional information by saying, I’m not sure that you really want to stay late. Do you have somewhere you need to be? d. fire Stephen for insubordination.
ANS: c
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: When you perceive nonverbal cues that contradict verbal meanings, politely probe for more information. You can improve communication and resolve confusion by asking a sincere, polite question. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Every country has a unique culture or common heritage that a. teaches its how to behave and conditions their reactions.
b. results from a common gene pool. c. is created by a structured educational system. d. comes from an orderly system of government and laws.
ANS: a
REF: p. 16
TYPE: Con
DIF: 3
TOP: How Culture Affects Communication NOT: Every country has a unique culture or common heritage that teaches its how to behave and conditions their reactions. This culture or common heritage has nothing to do with a common gene pool. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
19. Communicators in _____________ cultures (such as those in North America, Scandinavia, and ) depend little on the context of a situation to convey their meaning. They tend to be logical, analytical, and action oriented. a. high-context b. Asian c. ancient d. low-context
ANS: d
REF: pp. 16-17 TYPE: Con
DIF: 3
TOP: Context NOT: Communicators in low-context cultures tend to be logical, analytical, and actionoriented. They depend little on the context of a situation to convey meaning. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
20. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural dimension of a. individualism. b. formality. c. communication style. d. time orientation.
ANS: c
REF: p. 18
TYPE: Con
DIF: 3
TOP: Communication NOT: In business situations, North Americans tend to value straightforwardness and are suspicious of evasiveness. These values illustrate communication style. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. An American businessperson who thinks that all Swiss are hard-working, efficient, and neat is illustrating an example of
a. ethnocentrism. b. tolerance. c. stereotyping. d. a cultural norm.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: The belief that all of a group have the same behavioral pattern is stereotyping and not ethnocentrism, tolerance, or a cultural norm. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
22. Robert frequently comments that he likes working independently because that’s the American way—and the American way is the best way! Robert’s belief in the superiority of his own culture is an example of a. stereotyping. b. individualism. c. ethnocentrism. d. communication style.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism reveals itself in statements such as “The American way is the best way.” This type of ethnocentrism may be accompanied by stereotyping, which is an oversimplified behavior pattern applied to entire groups. Neither of these beliefs is likely to help you communicate with other cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
23. Working with people from other cultures will requires tolerance. One of the best ways to become more tolerant is by a. practicing empathy. b. increasing your individualism. c. encouraging ethnocentrism. d. knowing your communication style.
ANS: a
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Tolerance requires you to have sympathy for and appreciation of the customs of other cultures. You develop this tolerance through practicing empathy, which helps you to see the world through another’s eyes. If you are more individualistic or ethnocentric, you will probably have less tolerance. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
24. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short sentences and short, familiar words. But she noticed that the customer had a glazed expression and did not understand her. Zoe should a. repeat what she has said in a louder voice. b. graciously accept the blame for not making her meaning clear. c. end the conversation until an interpreter can be found. d. require the Italian businessperson to restate the message in simple words.
ANS: b
REF: p. 20
TYPE: Ap
DIF: 5
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: Zoe did well to speak slowly, simply, and clearly with this customer. Now she should graciously accept the blame for not being clear instead of repeating the same words more loudly or asking the other person to restate her message. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen without interrupting, and a. follow up in writing. b. avoid smiling, which might make you appear to lack seriousness. c. use vocabulary words that will impress the listener. d. assume that the listener understands if he or she nods and smiles in agreement.
ANS: a
REF: p. 20
TYPE: Con
DIF: 3
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: When speaking with someone for whom English is a second language, you should confirm the results and agreements in writing. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
26. When writing for a multicultural audience, you are more likely to be understood if you use short sentences and short paragraphs and if you include a. slang, such as This product really rocks! b. idioms, such as You can improve your bottom line by using this product. c. acronyms, such as ASAP. d. action-specific verbs, such as e-mail me if you have any questions rather than me if you have any questions.
ANS: d
REF: pp. 20-21 TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: A multicultural audience is less likely to understand American slang, idioms, or acronyms. The audience is more likely to understand clear writing that uses short sentences, short paragraphs, and action-specific verbs. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
27. Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the contract? a. Use figures for all dates for clarity. b. Use American currency figures. c. Use figures instead of spelling them out. d. Do all of the above.
ANS: c
REF: p. 21
TYPE: Ap
DIF: 5
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: In citing numbers, Max should use figures (for example, 15) instead of spelling them out (for example, fifteen). He should convert dollar figures into local currency and avoid using figures to express months. For clarity, he should instead spell out the month.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
28. Which of the following is a benefit of a diverse work environment? a. Better ability to create the products that consumers desire b. Fewer discrimination lawsuits, fewer union clashes, and less government regulatory action c. Improvement of employee relationships and increased productivity d. All of the above are benefits of a diverse work environment.
ANS: d
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: Organizations that hire employees with various experiences and backgrounds are better able to create the products that consumers desire. In addition, organizations that set aside time and resources to cultivate and capitalize on diversity will suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action. Most important is the growing realization among organizations that diversity is a critical bottomline business strategy to improve employee relationships and to increase productivity. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
29. Megahertz Technology Solutions, Inc. recently suffered a discrimination lawsuit. Advice to improve its workforce diversity is likely to include understanding the value of differences, providing diversity training for employees, building on similarities, and a. hiring a more homogenous work group. b. making fewer assumptions. c. requiring all employees to use jargon that conveys stereotypes. d. making sure all employees conform to a standard company culture.
ANS: b
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Megahertz Technology Solutions, Inc. can capitalize on workforce diversity by understanding the value of differences, by providing diversity training for employees, by building on similarities, and by making fewer assumptions. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
30. Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own and other cultures, and a. seek common ground. b. help others conform. c. avoid noticing differences. d. All answer choices are correct.
ANS: a
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Successful communicators avoid assumptions; learn about all cultures; invite, use, and give ; and seek common ground. Pretending differences don’t exist or trying to help others conform will not improve your communication success with diverse populations who desire to be recognized and respected. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
True-False
1. In making hiring decisions, employers often rank communication skills among the most requested competencies.
ANS: T
REF: p. 2
TYPE: Con
DIF: 3
TOP: The Importance of Communication Skills to Your Career NOT: Employers often rank communication skills among the most requested competencies in making hiring decisions. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. Because of today’s communication technology, writing skills are less important than in the past.
ANS: F
REF: p 3
TYPE: Con
DIF: 3
TOP: Why Are Writing Skills Increasingly Important? NOT: Writing skills are particularly important on the job today because people are writing more than ever before and because many people work together but are not physically together. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Use of information technology; Tier 2—Communication evolution
3. We are born with the ability to read, listen, speak, and write.
ANS: F
REF: p. 6
TYPE: Con
DIF: 3
TOP: Using This Book to Build Your Career Communication Skills NOT: The abilities to read, listen, speak, and write effectively are not inborn. When it comes to communication, it is more nurture than nature. Good communicators are not born; they are made. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Theresa will be working with Alex on a virtual team to develop a new marketing plan. Because they won’t meet face to face, their work will be less dependent on good communication skills.
ANS: F
REF: p. 7
TYPE: Ap
TOP: Succeeding in the Changing World of Work
DIF: 5
NOT: Theresa and Alex are among many employees who are working on virtual teams. This means they will be more dependent on their communication skills to work together effectively. AAC: Tier 1—Patterns; Tier 2—Teamwork AAC: Tier 1—Use of information technology; Tier 2—Asynchronous messaging, Synchronous messaging, Communication evolution AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
5. The central objective of communication is the transmission of meaning.
ANS: T
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Simply putting a message out, whether spoken or written, does not meet the purpose of communication. Meaning must be sent and received. The transmission of the words must result in understanding for communication to occur. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. Anything that disrupts the transmission of a message in the communication process is called noise.
ANS: T
REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Anything that disrupts the transmission of a message in the communication process is called noise. Channel noise ranges from static that disrupts a telephone conversation to spelling errors in an e-mail message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Words have the same basic meanings for everyone; therefore, messages communicated verbally are always understood.
ANS: F
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: A major problem when communicating any message verbally is that words have different meanings for different people. This is why skilled communicators try to use familiar words with concrete meanings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. After explaining a new procedure to her employees, Amy asks, “Is there anything that wasn’t clear?” She is asking this question to encourage .
ANS: T
REF: pp. 10-11 TYPE: Ap
DIF: 5
TOP: Understanding the Communication Process NOT: Amy can encourage by asking questions such as “Is there anything that wasn’t clear?” AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
9. Most people listen with 50 percent or higher efficiency.
ANS: F
REF: p. 11
TYPE: Con
DIF: 3
TOP: Improving Listening Skills NOT: Some researchers suggest that we listen at only 25 percent efficiency. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
ANS: F
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy surroundings. Psychological barriers occur because we each bring a unique set of cultural, ethical, and personal values to the communication process.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
11. If you want to become a better listener, your first step is to stop talking.
ANS: T
REF: p. 12
TYPE: Con
DIF: 3
TOP: Keys to Building Powerful Listening Skills NOT: It is human nature to prefer to talk than to listen. To improve listening skills, you must, indeed, stop talking and listen more to practice active listening skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
12. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should take complete notes of everything said.
ANS: F
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Good listeners take selective notes of the most important points, but do not allow the note-taking process to interfere with concentration on the total message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
ANS: F
REF: p. 13
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Both your personal appearance and the physical appearance of your business documents transmit immediate and important nonverbal messages.
ANS: T
REF: p. 15
TYPE: Con
DIF: 3
TOP: How Appearance Silent Sends Messages NOT: Employees send important nonverbal messages to others through their physical appearance and through the way their business documents look. Both personal appearance and the physical appearance of a document can have a positive or a negative effect on the receiver. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Zach’s company does business globally. By associating with people from diverse cultures, Zach can widen his knowledge of intercultural messages and can increase his tolerance of differences.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: Associating with other cultures, both at work and at leisure, can improve your nonverbal skills by widening your knowledge of and tolerance for intercultural nonverbal messages. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
16. Greg will be the student speaker for graduation. To ensure that his nonverbal cues his verbal message, he should ask friends and family to monitor his conscious and unconscious body movements and gestures.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: You can ensure that your verbal and nonverbal messages match by asking family and friends to observe your presentation to monitor your nonverbal behavior. Another effective technique is to videotape yourself so that you can evaluate your presentation skills.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Joseph will be traveling to South America to increase sales for his company. Because the meanings of nonverbal gestures are similar in all cultures, Joseph can indicate that everything is OK with his South American customers by using his thumb and forefinger to form a circle.
ANS: F
REF: p. 16
TYPE: Ap
DIF: 5
TOP: How Culture Affects Communication NOT: The meanings of many nonverbal gestures differ from culture to culture. Don’t assume that a familiar American gesture has universal meaning. In fact, forming the thumb and forefinger in a circle is obscene in South America. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North American culture.
ANS: T
REF: pp. 17-18 TYPE: Ap
DIF: 5
TOP: Individualism NOT: As a typical North American, Laura tends to value individualism and responsibility. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
19. Bijan and his family place great emphasis on tradition, ceremony, and social rules. Bijan is most likely a member of a low-context culture.
ANS: F
REF: p. 18
TYPE: Ap
DIF: 5
TOP: Formality NOT: People in high-context cultures place more emphasis on tradition, ceremony, and social rules than of low-context cultures do.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
20. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
ANS: T
REF: pp. 18-19 TYPE: Con
DIF: 3
TOP: Time NOT: North Americans consider time a precious commodity. They correlate time with productivity, efficiency, and money. Keeping people waiting for business appointments wastes time and is rude. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.
ANS: F
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism is the belief in the superiority of one’s own culture. It is wise to be tolerant in cross-cultural communication, but ethnocentrism can handicap communication. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
22. For international trade it is a good idea to learn and use the metric system.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: Because the metric system is so widely used throughout the world, for international trade it is a good idea to learn and use this system. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
23. Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing business organizations today.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: One of the biggest challenges facing business organizations today is developing a diverse staff that can work together cooperatively. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
24. Because Ryan has never met a person from , he is worried about traveling there to do business for his company. Ryan could reduce his worry by attending a meeting of the local German club and interacting with its from .
ANS: T
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences NOT: The fear of the unknown is a common feeling that decreases as you interact with diverse people. By meeting some Germans before he travels, Ryan is likely to reduce his worries. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike in order to reduce conflicts.
ANS: F
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences NOT: Diversity makes an organization innovative and creative. Sameness fosters an absence of critical thinking called “groupthink.”
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
Fill-in-the-Blank
1. ______________ skills refer to reading, listening, nonverbal, speaking, and writing skills.
ANS: Communication REF: p. 3
TYPE: Def
DIF: 1
TOP: The Importance of Communication Skills to Your Career NOT: Communication skills refer to reading, listening, nonverbal, speaking, and writing skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. ___________________ is defined as “the transmission of information and meaning from one individual or group to another.”
ANS: Communication REF: p. 7
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Communication is “the transmission of information and meaning from one individual or group to another.: AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. In the communication process, _______________ means converting an idea into words or gestures that will convey meaning.
ANS: encoding REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the sender converts an idea into words or gestures, the communicator is encoding the message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. When you decide the spoken or written means by which you will send a message, you have selected the _______________ of communication.
ANS: channel REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The channel is the means by which a message is transmitted. Channels include both spoken and written means. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
5. When the receiver translates the message from its symbol form into meaning, it is known as _____________.
ANS: decoding REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the receiver translates the message from its symbol form into meaning, it is known as decoding. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The verbal and nonverbal responses of the receiver create ___________, a vital part of the entire communication process that helps the sender know that the message was received and understood.
ANS: REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The verbal and nonverbal responses of the receiver create , a vital part of the entire communication process that helps the sender know that the message was received and understood. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. __________ cues include eye , facial expression, body movements, space, time, territory, and appearance.
ANS: Nonverbal REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal cues include eye , facial expression, body movements, space, time, territory, and appearance.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. According to a model developed by cultural anthropologist Edward T. Hall, _______________ refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high.
ANS: context REF: p. 16
TYPE: Def
DIF: 1
TOP: Context NOT: According to a model developed by cultural anthropologist Edward T. Hall, context refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. The belief in the superiority of one’s own culture is known as ____________. This natural attitude is found in all cultures.
ANS: ethnocentrism REF: p. 19
TYPE: Def
DIF: 1
TOP: Controlling Ethnocentrism and Stereotyping NOT: The belief in the superiority of one’s own culture is known as ethnocentrism. This natural attitude is found in all cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. ______________ means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop this trait is to practice empathy.
ANS: Tolerance REF: p. 19
TYPE: Def
DIF: 1
TOP: Comparing Key Cultural Values NOT: Tolerance means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop tolerance is to practice empathy. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
1 Student: ___________________________________________________________________________
1.
Communication ranks at or near the top of the business skills needed for success. True False
2.
The higher the position in an organization, the more important communication skills become. True False
3.
Text messaging is a form of oral communication. True False
4.
Poor communication results in misunderstandings but does not affect an organization monetarily. True False
5.
The ability to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly is called social intelligence. True False
6.
The ability to create and interpret graphics is called visual literacy. True False
7.
Widespread use of the Internet has increased companies' attention to social responsibility. True False
8.
A business’s communication with its suppliers is a typical example of internal-operational communication. True False
9.
Personal communication interferes with good work relationships and should be prohibited in the workplace. True False
10. The main lines of operational communication in a business is the formal network. True False 11. The informal network inside an organization is also referred to as the grapevine. True False 12. The kind and amount of communicating a business does is independent of the nature of the business. True False 13. The official culture and the actual culture in a company are not necessarily the same. True
False
14. Imagination and creativity are for the creative disciplines. Business communication problems should be solved using standard formulas. True False 15. All business communicators at an advanced level share essentially the same vocabulary because they are all accomplished professionals. True False 16. Sensing a need for communication typically occurs at the recipient's end in the business communication process. True False
17. Solving a communication problem is typically a linear process. True False 18. Interpretation of a message occurs at the recipient's end in the business communication process. True False 19. No two people have identical contexts or mental "filters." True False 20. Bying is a communication problem that occurs when a sender and receiver attach completely different meanings to the same words. True False 21. _____ is a type of oral communication. A. An email B. A telephonic conversation C. Text messaging D. A letter E. Instant messaging 22. Which of the following statements is true about email? A. Email came into existence during the 1950s. B. Email has entirely replaced phone and face-to-face conversations. C. Email is a form of oral communication. D. Email allows a communicator to reach only one person at a time. E. Email is a type of new media. 23. _____ is a typical example of new media. A. Text messaging B. Postcard C. Printed report D. Letter E. Memo 24. _____ are typical examples of new media. A. Podcasts B. Postcards C. Printed reports D. Letters E. Memos 25. Which of the following is a major trend in the present business arena? A. Increased popularity of hierarchical company structures B. Decreased diversity of employees in the workplace C. Increased focus on corporate social responsibility D. Increased rejection of the new media E. Decreased usage of electronic correspondence by business writers 26. Social intelligence is best defined as the ability to: A. efficiently practice free riding when working in a group. B. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. C. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. D. uphold the social beliefs of your community. E. organize and subsequently supervise a group of people to achieve a common goal.
27. Baby Boomers are people: A. with more than three children. B. who were born soon after World War II. C. who were brought up in more than one cultural background. D. who population control strategies. E. with children in more than one country. 28. _____ is best defined as the ability to understand and adapt to the preference for individualism or collectivism, religious beliefs, political environment and ideas about social hierarchy of different countries. A. Cross-cultural competency B. Analytical skill C. Computational thinking D. Visual literacy E. Corporate social responsibility 29. Which of the following statements is true about increasing globalism and workplace diversity? A. The attitudes about punctuality and efficiency remains constant among businesspeople around the world. B. Countries and cultures seem to be less interconnected as businesses expand their reach around the world. C. Increase in globalism has resulted in the requirement for cultural agility. D. People around the world share standardized notions of business and communication. E. Cultural differences are the sole reason for workplace diversity. 30. Computational thinking is best defined as the ability to: A. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. B understand and adapt to other people's preference for individualism or collectivism, political . environment and ideas about social hierarchy of different countries. C. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. D. determine the deeper, underlying meaning or significance of messages expressed by people. E. manipulate people into accepting one’s viewpoint regarding religion. 31. The ability to effectively work with data through interpretation, recognize patterns in them, derive databased decisions, and use data to generate favorable outputs is most accurately referred to as _____. A. data recognition B. computational thinking C. emotional quotient D. visual literacy E. bying 32. The ability to meaningfully, accurately, and efficiently create and interpret pictures and other graphics is most accurately called: A. cross-cultural competency. B. information literacy. C. verbal literacy. D. emotional quotient. E. visual literacy. 33. Social intelligence, which is the ability of people to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly, is a type of _____. A. computational thinking B. interpretive skill C. visual literacy D. technological competence E. bying
34. The widespread use of the Internet, which has resulted in an increased transparency in organizations’ business practices and an increased ability to the public has: A. resulted in an increased focus in developing a socially responsible image. B. laid restrictions on the quick spread of negative information. C. had an adverse affect on workforce diversity. D. reduced the need for strong analytical skills. E. eliminated the need for external-operational communication. 35. Which of the following is true about internal-operational communication? A. It mainly includes the orders and instructions that supervisors give to their employees. B. It mainly includes a business’s communication with its suppliers. C. It mainly includes a business’s communication with its customers. D. It mainly includes a business’s communication with government agencies. E. It mainly includes the instructions that supervisors of a company give to vendors. 36. Which of the following is true about external-operational communication? A. It includes the orders and instructions that supervisors give to their employees. B. It includes a business’s communication with its vendors. C. It includes the personal interaction between employees of a company. D. It includes the informal interaction between the supervisor and the subordinates. E. It includes the formal communication between the of a functional group. 37. Which of the following is an internal audience for a private sector organization? A. Its competitors B. Its customers C. Its employees D. Its suppliers E. Government officials 38. Which of the following is an example of internal-operational communication? A. A letter addressed by a consumer to the customer care service of an organization that provides postpurchase B. A memo containing the production and sales target for an organization C. An order form submitted to an organization’s supplier of raw materials D. A letter addressed to a government official E. An ment put on a company’s website for the general public 39. A memorandum reporting a shortage of certain goods written by the warehouse supervisor of Yellow Lamination Inc. to the company's purchasing department is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. grapevine communication. E. internal-external communication. 40. An angry customer calls the public relations department of Uranus Inc. to complain about a defect in the company's product. Such a communication is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. internal-external communication. E. grapevine communication.
41. Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. Discussion between the heads of two companies about the possibility of a merger between their companies D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work 42. Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. ments that companies put up on their websites for the general public D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work 43. In the context of the external audiences of today’s businesses, suppliers, contractors, distributors, shippers, and contract workers are referred to as: A. regulatory agents. B. public groups. C. industry partners. D. core business partners. E. community groups. 44. Which of the following statements is true about personal communication? A. Personal communication is a type of external-operational communication. B. Internal-operational communication does not include personal elements. C. An external-operational communication often contains elements of personal communication. D. The productivity of an employee is unaffected by personal communication. E. Personal communication is typically regulated by the formal network. 45. Which of the following best illustrates a personal communication? A. A list of targets prepared by a supervisor for the subordinates B. A business proposal sent to the top management of an organization C. A formal letter written to the general manager of a company D. A mail to a supplier thanking him for the Christmas card he had sent E. A letter to the government of a country requesting permission to establish trade with its organizations 46. The major, well-established channels for information exchange within an organization are collectively called its _____. A. personal communication network B. formal network C. core business partners D. regulatory agents E. grapevine network 47. Which of the following is true about the formal network of an organization? A. The formal channel includes the upward movement of information in an organization. B. The formal channel does not include the downward movement of information in an organization. C. The formal channel does not include the lateral movement of information in an organization. D. The formal channel chiefly comprises all the personal communications within an organization. E. The formal channel chiefly comprises all the personal communications between an organization and its regulatory agents.
48. Which of the following is true about the informal network of an organization? A. It consists of the major, well-established channels for information exchange. B. It forms the main lines of operational communication. C. It is simple and follows a set pattern. D. It runs alongside the formal network. E. It is called a grapevine when it exists outside an organization. 49. The grapevine of an organization is best defined as: A. the formal network within an organization. B. the formal network that exists outside a organization. C. the main lines of operational communication. D. the informal network within an organization. E. the formal network used by an organization to communicate with its competitors. 50. Skillful managers are most likely to deal with their organization's grapevine by: A. controlling it with strict rules. B. eliminating the network. C. recognizing its presence and using the network. D. ignoring it as long as it does not involve of the organization. E. feeding it with gossip and rumors. 51. Which of the following statements is true about business communication within an organization? A An organization dealing in repair services is most likely to require far more communication than an . organization dealing in automobile manufacturing. B Businesses in a comparatively stable environment tend to depend on established types of formal . communication in a set organizational hierarchy. C. Simpler organizations typically require more communication as compared to complex organizations. D. The geographic dispersion of an organization does not affect its internal communication. E The communication of homogeneous organization requires more adaptation to participants’ values than . that of a multicultural organization. 52. Which of the following statements is true about organizational culture? A. Organizational culture is independent of an organization’s communication. B The communication of a multicultural organization requires more adaptation to participants’ values . than that of a relatively homogeneous organization. C. The focus on organizational culture by management consultants and theorists has drastically decreased over time. D. The official organization culture is the same as the actual organizational culture. E. Organization culture is the customary way of perceiving things and is rarely stated. 53. Which of the following statements is true about the actual organizational culture? A. It is invariably the same as the official organizational culture. B. It remains the same across organizations. C. It is formally promoted through the company’s mission statement like the official culture of the company. D. It is not advisable for a communicator to for the actual organizational culture of a client. E. The organizational culture of an organization is often unstated. 54. Which of the following best illustrates an ill-defined problem? A. The task of calculating the annual profits of a company B. The task of calculating the money left in a department’s budget C. The task of counting the number of hours an employee stays in the office D. The task of communicating a bad news to an employee E. The task of deciding how much money to return to a customer during an approved complete refund
55. Which of the following statements is true about ill-defined problems? A. Ill-defined problems can be solved by using a set formula. B. The communication process involved in solving an ill-defined problem cannot be recursive. C. Most ill-defined problems come in neat packages with the path to the best solution clearly implied. D. Different people handle ill-defined problems differently. E. Every ill-defined problem has a unique and perfect solution. 56. Which of the following approaches will be most effective for solving business communication problems? A. Relying exclusively on heuristics to solve problems because they have worked in past situations B. Treating all communication situations as well-defined problems C. Using standardized solutions for solving business problems D. Considering the likely effects of a number of different solutions E. Using the formula that is applicable for solving well-defined problems 57. Which of the following is true about contexts for communication? A. The contents of a communication is heavily influenced by the communicators’ professional roles. B. The communicators’ particular contexts do not exert an influence on the act of communication. C. The elements of the larger context related to communication remain constant. D. The organizational context does not influence how one communicates E. Customs in the surrounding culture is not a part of the larger context related to communication. 58. The first step in the communication process is to: A. compose a message. B. sense the need for communication. C. interpret the message. D. select a course of action. E. decide on a response. 59. In the process of communication, once the primary sender of the message develops a well-informed sense of the situation, the next logical step is to: A. analyze the potential audiences. B. interpret the message. C. choose an appropriate time to send the message. D. draft and then revise a message carefully so that it will get the job done and also reflect well on the sender E. extract information from the message. 60. In the course of the communication process, which of the following is likely to occur immediately at the audiences' end after the primary communicator sends a message? A. Consideration of possible strategies B. Reception of the message C. Selection of a course of action D. Development of a well-informed sense of the situation E. Composition of a message 61. Which of the following is exclusive to the “sending the message” step in a business communication process? A. Choosing a good time to deliver the message B. Composing the message C. Selecting a course of action D. Considering possible communication strategies E. Sensing a communication need
62. In the course of the communication process, which of the given steps logically follows after the listener receives the message sent by the communicator? A. Considering the possible strategies B. Interpreting the message C. Replying to the message D. Choosing the medium of reply E. Generating the message 63. When two people using the same word think that they agree on its meaning but actually do not, they are experiencing the communication problem known as: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. 64. During the course of their communication, Albert and Nathan attach different meanings to the same word. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. 65. Jason wanted to sell his pipe organ and informed his mother about his intention. He told her, “I want to sell my organ.” His mother was horrified as Jason’s message led her to think that he wanted to sell his body organ. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. 66. Discuss new media.
67. Explain the main categories of business communication.
68. Briefly explain the two main communication networks of an organization.
69. Discuss the effects of the grapevine on an organization. How do skillful managers take advantage of this network?
70. Describe the various factors that affect the types and amount of communicating that a business does.
71. List the two main types of problem. What is the approach followed in solving these problems?
72. Create a scenario and detail the different contexts for communication to be considered for effective communication between communicators in two different countries.
73. Briefly discuss the communicator’s particular context that exerts the strongest influence on the act of communication.
74. List the steps involved in the communication process.
75. What is the goal of business communication? Define mental filters and bying.
1 Key 1.
Communication ranks at or near the top of the business skills needed for success. TRUE Communication is a major and essential part of the work of business. Communication ranks at or near the top of the business skills needed for success. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #1 Topic: The Role of Communication in Business
2.
The higher the position in an organization, the more important communication skills become. TRUE The higher the position in an organization, the more important good communication skills become. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #2 Topic: The Role of Communication in Business
3.
Text messaging is a form of oral communication. FALSE Text messaging is a form of written communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #3 Topic: The Role of Communication in Business
4.
Poor communication results in misunderstandings but does not affect an organization monetarily. FALSE Poor communication costs business millions of dollars every single day in the form of wasted time, misunderstandings, eroded customer loyalty, and lost business. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #4 Topic: The Role of Communication in Business
5.
The ability to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly is called social intelligence. TRUE The ability to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly is called social intelligence. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #5 Topic: The Role of Communication in Business
6.
The ability to create and interpret graphics is called visual literacy. TRUE The ability to create and interpret graphics is called visual literacy. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #6 Topic: The Role of Communication in Business
7.
Widespread use of the Internet has increased companies' attention to social responsibility. TRUE The Internet—where negative press travels quickly and widely—has dramatically increased the transparency of companies' operations, thus helping to fuel their interest in having a socially responsible image. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #7 Topic: The Role of Communication in Business
8.
A business’s communication with its suppliers is a typical example of internal-operational communication. FALSE External-operational communication consists of a business’s communication with its suppliers, service companies, customers, government agencies, the general public, and others. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #8 Topic: The Role of Communication in Business
9.
Personal communication interferes with good work relationships and should be prohibited in the workplace. FALSE Some personal communication is essential to maintain good work relationships since it helps make and sustain the relationships upon which business depends. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #9 Topic: The Role of Communication in Business
10.
The main lines of operational communication in a business is the formal network. TRUE The main lines of operational communication in a business is the formal network. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #10 Topic: The Role of Communication in Business
11.
The informal network inside an organization is also referred to as the grapevine. TRUE The informal network inside an organization is also referred to as the grapevine. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #11 Topic: The Role of Communication in Business
12.
The kind and amount of communicating a business does is independent of the nature of the business. FALSE Just how much and what kind of communicating a business does depends on several factors. The nature of the business is one. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #12 Topic: The Role of Communication in Business
13.
The official culture and the actual culture in a company are not necessarily the same. TRUE The official culture and the actual culture in a company are not necessarily the same.
AACSB: Communication Blooms: Understand Difficulty: 1 Easy Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #13 Topic: The Role of Communication in Business
14.
Imagination and creativity are for the creative disciplines. Business communication problems should be solved using standard formulas. FALSE Business communication problems, which are ill-defined, cannot be solved by using formulas. There is no best, clearly implied solution. Instead, they require research, analysis, creativity, and judgment. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #14 Topic: The Business Communication Process
15.
All business communicators at an advanced level share essentially the same vocabulary because they are all accomplished professionals. FALSE While business communicators may share certain kinds of knowledge and language, they often occupy different professional and industrial fields that bring with them special concepts and terminology. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #15 Topic: The Business Communication Process
16.
Sensing a need for communication typically occurs at the recipient's end in the business communication process. FALSE Sensing a need for communication occurs when a sender finds that an action is in order, and he believes that some form of communication will help him achieve the desired state. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #16 Topic: The Business Communication Process
17.
Solving a communication problem is typically a linear process. FALSE While the activities involved in solving a communication problem tend to form a linear pattern, the communicator often needs to revisit earlier steps while moving through the different activities. In other words, solving a communication problem is a recursive process. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #17 Topic: The Business Communication Process
18.
Interpretation of a message occurs at the recipient's end in the business communication process. TRUE Interpretation of a message occurs at the recipient's end in the business communication process. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #18 Topic: The Business Communication Process
19.
No two people have identical contexts or mental "filters." TRUE No two people have precisely the same values, backgrounds, and verbal worlds. All of these elements, which are called mental "filters" influence how they perceive new situations and how they communicate. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #19 Topic: Business Communication: The Bottom Line
20.
Bying is a communication problem that occurs when a sender and receiver attach completely different meanings to the same words. TRUE Bying is a communication problem that occurs when a sender and receiver attach completely different meanings to the same words. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #20 Topic: Business Communication: The Bottom Line
21.
_____ is a type of oral communication. A. An email B. A telephonic conversation C. Text messaging D. A letter E. Instant messaging A telephonic conversation is a type of oral communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #21 Topic: The Role of Communication in Business
22.
Which of the following statements is true about email? A. Email came into existence during the 1950s. B. Email has entirely replaced phone and face-to-face conversations. C. Email is a form of oral communication. D. Email allows a communicator to reach only one person at a time. E. Email is a type of new media. Email is a type of new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #22 Topic: The Role of Communication in Business
23.
_____ is a typical example of new media. A. Text messaging B. Postcard C. Printed report D. Letter E. Memo Text messaging is categorized with other forms of communication that are collectively referred to as new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #23 Topic: The Role of Communication in Business
24.
_____ are typical examples of new media. A. Podcasts B. Postcards C. Printed reports D. Letters E. Memos Podcasts are a type of new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #24 Topic: The Role of Communication in Business
25.
Which of the following is a major trend in the present business arena? A. Increased popularity of hierarchical company structures B. Decreased diversity of employees in the workplace C. Increased focus on corporate social responsibility D. Increased rejection of the new media E. Decreased usage of electronic correspondence by business writers One widespread trend under way in business is the increased focus on ethical and socially responsible behavior. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #25 Topic: The Role of Communication in Business
26.
Social intelligence is best defined as the ability to: A. efficiently practice free riding when working in a group. B. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. C. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. D. uphold the social beliefs of your community. E. organize and subsequently supervise a group of people to achieve a common goal. Social intelligence is the ability of people to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #26 Topic: The Role of Communication in Business
27.
Baby Boomers are people: A. with more than three children. B. who were born soon after World War II. C. who were brought up in more than one cultural background. D. who population control strategies. E. with children in more than one country. Baby Boomers are people who were born soon after World War II. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #27 Topic: The Role of Communication in Business
28.
_____ is best defined as the ability to understand and adapt to the preference for individualism or collectivism, religious beliefs, political environment and ideas about social hierarchy of different countries. A. Cross-cultural competency B. Analytical skill C. Computational thinking D. Visual literacy E. Corporate social responsibility Cross-cultural competency refers to the ability to understand and adapt to the ideals and values of different cultures. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #28 Topic: The Role of Communication in Business
29.
Which of the following statements is true about increasing globalism and workplace diversity? A. The attitudes about punctuality and efficiency remains constant among businesspeople around the world. B. Countries and cultures seem to be less interconnected as businesses expand their reach around the world. C. Increase in globalism has resulted in the requirement for cultural agility. D. People around the world share standardized notions of business and communication. E. Cultural differences are the sole reason for workplace diversity. Increase in globalism has resulted in the requirement for cultural agility. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #29 Topic: The Role of Communication in Business
30.
Computational thinking is best defined as the ability to: A. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. B understand and adapt to other people's preference for individualism or collectivism, political . environment and ideas about social hierarchy of different countries. C. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. D. determine the deeper, underlying meaning or significance of messages expressed by people. E. manipulate people into accepting one’s viewpoint regarding religion. Computational thinking is the ability to interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. AACSB: Communication Blooms: Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #30 Topic: The Role of Communication in Business
31.
The ability to effectively work with data through interpretation, recognize patterns in them, derive data-based decisions, and use data to generate favorable outputs is most accurately referred to as _____. A. data recognition B. computational thinking C. emotional quotient D. visual literacy E. bying Computational thinking is the ability to interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #31 Topic: The Role of Communication in Business
32.
The ability to meaningfully, accurately, and efficiently create and interpret pictures and other graphics is most accurately called: A. cross-cultural competency. B. information literacy. C. verbal literacy. D. emotional quotient. E. visual literacy. Visual literacy is the ability to create and interpret graphics. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #32 Topic: The Role of Communication in Business
33.
Social intelligence, which is the ability of people to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly, is a type of _____. A. computational thinking B. interpretive skill C. visual literacy D. technological competence E. bying Interpretive skills extend beyond interpreting numbers and involves understanding other people and using imagination to choose the best method for effective business communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #33 Topic: The Role of Communication in Business
34.
The widespread use of the Internet, which has resulted in an increased transparency in organizations’ business practices and an increased ability to the public has: A. resulted in an increased focus in developing a socially responsible image. B. laid restrictions on the quick spread of negative information. C. had an adverse affect on workforce diversity. D. reduced the need for strong analytical skills. E. eliminated the need for external-operational communication. The Internet has brought a new transparency to companies’ business practices, with negative information traveling quickly and widely. This has increased the emphasis on corporate social responsibility. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #34 Topic: The Role of Communication in Business
35.
Which of the following is true about internal-operational communication? A. It mainly includes the orders and instructions that supervisors give to their employees. B. It mainly includes a business’s communication with its suppliers. C. It mainly includes a business’s communication with its customers. D. It mainly includes a business’s communication with government agencies. E. It mainly includes the instructions that supervisors of a company give to vendors. All the communication that occurs in conducting work within a business is internal operational. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #35 Topic: The Role of Communication in Business
36.
Which of the following is true about external-operational communication? A. It includes the orders and instructions that supervisors give to their employees. B. It includes a business’s communication with its vendors. C. It includes the personal interaction between employees of a company. D. It includes the informal interaction between the supervisor and the subordinates. E. It includes the formal communication between the of a functional group. The work-related communicating that a business does with people and groups outside the business is external-operational communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #36 Topic: The Role of Communication in Business
37.
Which of the following is an internal audience for a private sector organization? A. Its competitors B. Its customers C. Its employees D. Its suppliers E. Government officials All the communication that occurs in conducting work within a business is internal operational. It includes reports that employees prepare concerning sales, production, inventories, finance, maintenance, and so on. It includes the messages that they write and speak in carrying out their assignments and contributing their ideas to the business. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #37 Topic: The Role of Communication in Business
38.
Which of the following is an example of internal-operational communication? A. A letter addressed by a consumer to the customer care service of an organization that provides postpurchase B. A memo containing the production and sales target for an organization C. An order form submitted to an organization’s supplier of raw materials D. A letter addressed to a government official E. An ment put on a company’s website for the general public All the communication that occurs in conducting work within a business is internal operational. It includes reports that employees prepare concerning sales, production, inventories, finance, maintenance, and so on. It includes the messages that they write and speak in carrying out their assignments and contributing their ideas to the business. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #38 Topic: The Role of Communication in Business
39.
A memorandum reporting a shortage of certain goods written by the warehouse supervisor of Yellow Lamination Inc. to the company's purchasing department is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. grapevine communication. E. internal-external communication. All the communication that occurs in conducting work within a business is categorized as internaloperational communication. AACSB: Reflective Thinking Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #39 Topic: The Role of Communication in Business
40.
An angry customer calls the public relations department of Uranus Inc. to complain about a defect in the company's product. Such a communication is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. internal-external communication. E. grapevine communication. The work-related communicating that a business does with people and groups outside the business is categorized as external-operational communication. AACSB: Reflective Thinking Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #40 Topic: The Role of Communication in Business
41.
Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. Discussion between the heads of two companies about the possibility of a merger between their companies D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work The work-related communicating that a business does with people and groups outside the business is categorized as external-operational communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #41 Topic: The Role of Communication in Business
42.
Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. ments that companies put up on their websites for the general public D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work The work-related communicating that a business does with people and groups outside the business is categorized as external-operational communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #42 Topic: The Role of Communication in Business
43.
In the context of the external audiences of today’s businesses, suppliers, contractors, distributors, shippers, and contract workers are referred to as: A. regulatory agents. B. public groups. C. industry partners. D. core business partners. E. community groups. In the context of the external audiences of today’s businesses, suppliers, contractors, distributors, shippers, and contract workers are referred to as core business partners. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #43 Topic: The Role of Communication in Business
44.
Which of the following statements is true about personal communication? A. B. C. D. E.
Personal communication is a type of external-operational communication. Internal-operational communication does not include personal elements. An external-operational communication often contains elements of personal communication. The productivity of an employee is unaffected by personal communication. Personal communication is typically regulated by the formal network.
Communication with external parties include personal remarks. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #44 Topic: The Role of Communication in Business
45.
Which of the following best illustrates a personal communication? A. A list of targets prepared by a supervisor for the subordinates B. A business proposal sent to the top management of an organization C. A formal letter written to the general manager of a company D. A mail to a supplier thanking him for the Christmas card he had sent E. A letter to the government of a country requesting permission to establish trade with its organizations Personal communication is the informal exchange of information and feelings in which we human beings engage whenever we come together—or when we just feel like talking to each other. AACSB: Communication Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #45 Topic: The Role of Communication in Business
46.
The major, well-established channels for information exchange within an organization are collectively called its _____. A. personal communication network B. formal network C. core business partners D. regulatory agents E. grapevine network The formal network is the main lines of operational communication. The major, well-established channels for information exchange within an organization are collectively called its formal network. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #46 Topic: The Role of Communication in Business
47.
Which of the following is true about the formal network of an organization? A. The formal channel includes the upward movement of information in an organization. B. The formal channel does not include the downward movement of information in an organization. C. The formal channel does not include the lateral movement of information in an organization. D. The formal channel chiefly comprises all the personal communications within an organization. E. The formal channel chiefly comprises all the personal communications between an organization and its regulatory agents. The formal flow includes the upward, lateral, and downward movement of information in the form of reports, memos, email, and other media within the organization; the downward movement of orders, instructions, advisories, and announcements; and the broad dissemination of company information through the organization’s newsletter, bulletin boards, email, intranet, or blogs. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #47 Topic: The Role of Communication in Business
48.
Which of the following is true about the informal network of an organization? A. B. C. D. E.
It consists of the major, well-established channels for information exchange. It forms the main lines of operational communication. It is simple and follows a set pattern. It runs alongside the formal network. It is called a grapevine when it exists outside an organization.
Operating alongside the formal network is the informal network. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #48 Topic: The Role of Communication in Business
49.
The grapevine of an organization is best defined as: A. B. C. D. E.
the formal network within an organization. the formal network that exists outside a organization. the main lines of operational communication. the informal network within an organization. the formal network used by an organization to communicate with its competitors.
The grapevine of an organization is best defined as the informal network within an organization. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #49 Topic: The Role of Communication in Business
50.
Skillful managers are most likely to deal with their organization's grapevine by: A. controlling it with strict rules. B. eliminating the network. C. recognizing its presence and using the network. D. ignoring it as long as it does not involve of the organization. E. feeding it with gossip and rumors. Grapevine usually carries far more information than the formal communication system, and on many matters it is more effective in determining the course of an organization and is therefore used by managers to their advantage. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #50 Topic: The Role of Communication in Business
51.
Which of the following statements is true about business communication within an organization? A An organization dealing in repair services is most likely to require far more communication than an . organization dealing in automobile manufacturing. B Businesses in a comparatively stable environment tend to depend on established types of formal . communication in a set organizational hierarchy. C. Simpler organizations typically require more communication as compared to complex organizations. D. The geographic dispersion of an organization does not affect its internal communication. E. The communication of homogeneous organization requires more adaptation to participants’ values than that of a multicultural organization. Organizations in a relatively stable industry tend to depend on established types of formal communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #51 Topic: The Role of Communication in Business
52.
Which of the following statements is true about organizational culture? A. Organizational culture is independent of an organization’s communication. B The communication of a multicultural organization requires more adaptation to participants’ values . than that of a relatively homogeneous organization. C. The focus on organizational culture by management consultants and theorists has drastically decreased over time. D. The official organization culture is the same as the actual organizational culture. E. Organization culture is the customary way of perceiving things and is rarely stated. Organization culture is the customary way of perceiving things and is rarely stated. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #52 Topic: The Role of Communication in Business
53.
Which of the following statements is true about the actual organizational culture? A. It is invariably the same as the official organizational culture. B. It remains the same across organizations. C. It is formally promoted through the company’s mission statement like the official culture of the company. D. It is not advisable for a communicator to for the actual organizational culture of a client. E. The organizational culture of an organization is often unstated. The organizational culture of an organization is often unstated. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #53 Topic: The Role of Communication in Business
54.
Which of the following best illustrates an ill-defined problem? A. The task of calculating the annual profits of a company B. The task of calculating the money left in a department’s budget C. The task of counting the number of hours an employee stays in the office D. The task of communicating a bad news to an employee E. The task of deciding how much money to return to a customer during an approved complete refund The problem-solving literature divides problems into two main types: well defined and ill defined. The former can be solved by following a formula. But most real-world problems, including business communication problems, cannot be solved this way. They do not come to us in neat packages with the path to the best solution clearly implied. Instead, they require research, analysis, creativity, and judgment. AACSB: Communication Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #54 Topic: The Business Communication Process
55.
Which of the following statements is true about ill-defined problems? A. Ill-defined problems can be solved by using a set formula. B. The communication process involved in solving an ill-defined problem cannot be recursive. C. Most ill-defined problems come in neat packages with the path to the best solution clearly implied. D. Different people handle ill-defined problems differently. E. Every ill-defined problem has a unique and perfect solution. Different people handle ill-defined problems differently. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #55 Topic: The Business Communication Process
56.
Which of the following approaches will be most effective for solving business communication problems? A. Relying exclusively on heuristics to solve problems because they have worked in past situations B. Treating all communication situations as well-defined problems C. Using standardized solutions for solving business problems D. Considering the likely effects of a number of different solutions E. Using the formula that is applicable for solving well-defined problems Business situations are often complex and present multiple options for handling a given situation. Finding communication solutions requires analysis, creativity, and judgment. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #56 Topic: The Business Communication Process
57.
Which of the following is true about contexts for communication? A. The contents of a communication is heavily influenced by the communicators’ professional roles. B. The communicators’ particular contexts do not exert an influence on the act of communication. C. The elements of the larger context related to communication remain constant. D. The organizational context does not influence how one communicates E. Customs in the surrounding culture is not a part of the larger context related to communication. What gets communicated and how can be heavily influenced by the communicators’ professional roles. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #57 Topic: The Business Communication Process
58.
The first step in the communication process is to: A. compose a message. B. sense the need for communication. C. interpret the message. D. select a course of action. E. decide on a response. Researchers generally agree that the first step in the communication process involves the primary communicator sensing a communication need. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #58 Topic: The Business Communication Process
59.
In the process of communication, once the primary sender of the message develops a well-informed sense of the situation, the next logical step is to: A. analyze the potential audiences. B. interpret the message. C. choose an appropriate time to send the message. D. draft and then revise a message carefully so that it will get the job done and also reflect well on the sender E. extract information from the message. In the process of communication, once the primary sender of the message develops a well-informed sense of the situation, the next logical step is to analyze the potential audiences, their contexts, your own goals and contexts, your relationship with each audience, and any relevant larger contexts. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #59 Topic: The Business Communication Process
60.
In the course of the communication process, which of the following is likely to occur immediately at the audiences' end after the primary communicator sends a message? A. Consideration of possible strategies B. Reception of the message C. Selection of a course of action D. Development of a well-informed sense of the situation E. Composition of a message Researchers generally agree that the communication process includes the following activities, at the receivers’ end: 1) receiving the message, 2) interpreting the message, 3) deciding on a response, 4) replying to the message. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #60 Topic: The Business Communication Process
61.
Which of the following is exclusive to the “sending the message” step in a business communication process? A. Choosing a good time to deliver the message B. Composing the message C. Selecting a course of action D. Considering possible communication strategies E. Sensing a communication need When your message is prepared or carefully planned, you are ready to deliver it to your intended recipients in the channel you have chosen. So you need to choose a good time to deliver it. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #61 Topic: The Business Communication Process
62.
In the course of the communication process, which of the given steps logically follows after the listener receives the message sent by the communicator? A. Considering the possible strategies B. Interpreting the message C. Replying to the message D. Choosing the medium of reply E. Generating the message Researchers generally agree that the communication process includes the following activities, at the receivers’ end: 1) receiving the message, 2) interpreting the message, 3) deciding on a response, 4) replying to the message. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #62 Topic: The Business Communication Process
63.
When two people using the same word think that they agree on its meaning but actually do not, they are experiencing the communication problem known as: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. In the communication process, the communicator and the audience may attach completely different meanings to the same words. This problem is referred to as bying. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #63 Topic: Business Communication: The Bottom Line
64.
During the course of their communication, Albert and Nathan attach different meanings to the same word. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. In the communication process, the communicator and the audience may attach completely different meanings to the same words. This problem is referred to as bying. AACSB: Communication Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #64 Topic: Business Communication: The Bottom Line
65.
Jason wanted to sell his pipe organ and informed his mother about his intention. He told her, “I want to sell my organ.” His mother was horrified as Jason’s message led her to think that he wanted to sell his body organ. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. In the communication process, the communicator and the audience may attach completely different meanings to the same words. This problem is referred to as bying. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #65 Topic: Business Communication: The Bottom Line
66.
Discuss new media. The forms of communication that have replaced the older forms of communication, such as memos and telephonic conversations, due to their increased communication speed and the ability to reach many more readers simultaneously are collectively called new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #66
67.
Explain the main categories of business communication. Students’ examples will vary. Internal-Operational Communication: All the communication that occurs in conducting work within a business is internal operational. This is the communication among the business’s employees that is done to perform the work of the business and track its success. External-Operational Communication: The work-related communicating that a business does with people and groups outside the business is external-operational communication. This is the business’s communication with its publics—suppliers, service companies, customers, government agencies, the general public, and others. Personal Communication: Communication that takes place without apparent purpose as far as the operating plan of the business is concerned is called personal communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #67 Topic: The Role of Communication in Business
68.
Briefly explain the two main communication networks of an organization. Formal Network: The formal network is the main line of operational communication. Through these channels flows the bulk of the communication that the business needs to operate. Specifically, the flow includes the upward, lateral, and downward movement of information; the downward movement of orders, instructions, advisories, and announcements; and the broad dissemination of company information. It details the expectations about what can and cannot be said, who may and may not say it, and how the messages should be structured and worded. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #68 Topic: The Role of Communication in Business
69.
Discuss the effects of the grapevine on an organization. How do skillful managers take advantage of this network? The informal network inside an organization is often referred to as the grapevine. Despite carrying much gossip and rumor, the grapevine usually carries far more information than the formal communication system, and on many matters it is more effective in determining the course of an organization. The grapevine extends to external audiences and widespread use of social media has dramatically increased employees’ informal communication with outsiders which may help or hurt the company. Skillful managers can find out who the talk leaders are and give them the information that will do the most good for the organization. They also make management decisions that cultivate positive talk. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #69 Topic: The Role of Communication in Business
70.
Describe the various factors that affect the types and amount of communicating that a business does.
The kind of communicating a business does depends on several factors: The nature of the business: Businesses that require interaction with its customers, suppliers, manufacturers, distributors etc. will require far more communication than simple services.
1. The businesses’ size and complexity: Relatively simple businesses require far less communication than complex businesses.
2. The business’s relation to its environment: Businesses in a comparatively stable environment will tend to depend on established types of formal communication in a set organizational hierarchy, whereas those in a volatile environment will tend to improvise more in of their communications and company structure.
3. The geographic dispersion of the operations of a business: Internal communication in a business with multiple locations differs from that of a one-location business. Enabling employees to work from home, requiring them to travel, and relying on outside contractors can also increase a company’s geographical reach and thus affect its communication. The communication of a multicultural organization will require more adaptation to participants’ values, perspectives, and language skills than that of a relatively homogeneous organization. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #70 Topic: The Role of Communication in Business
71.
List the two main types of problem. What is the approach followed in solving these problems? Problems are broadly divided as well defined problems and ill-defined problems. Well defined problems can be solved by following a formula, and there is always a path to the best solution clearly implied. Solving ill-defined problems requires research, analysis, creativity, and judgment. Solving ill-defined problems involves combining existing resources with innovation and good judgment. Heuristics may be used to aid in the solving of an ill-defined problem, but they cannot be relied on entirely and a solution must be adapted according to the situation. Ill-defined problems do not have a perfect solution but a good solution can be developed with proper research and analysis. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #71 Topic: The Business Communication Process
72.
Create a scenario and detail the different contexts for communication to be considered for effective communication between communicators in two different countries. Students’ answers will vary. The answer can detail the different aspects of the larger context that differ between countries. The student can consider the relationship that the communicators wish to establish and the particular contexts that can affect communication. AACSB: Reflective Thinking Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #72 Topic: The Business Communication Process
73.
Briefly discuss the communicator’s particular context that exerts the strongest influence on the act of communication. Organizational contexts: The type and culture of an organization will shape the communication choices in many ways, and the organizational contexts audiences will, in turn, shape their responses. In every act of business communication, at least one of the parties involved is likely to be representing an organization. Professional contexts: Different professionals possess different kinds of expertise, speak differently, and tend to focus on different things. Part of successful communication involves being alert to the audiences’ different professional contexts as well as their different priorities. Personal contexts: The genes inherited, family and upbringing, life experiences, schooling, and the culture in which a person is reared affects his personality. Communicative acts can also be affected by successes and failures, current relationships, financial ups and downs, the state of health, and physical environment. Though such personal matters are not disclosed, it definitely affects communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #73 Topic: The Business Communication Process
74.
List the steps involved in the communication process.
The steps involved in the communication process are:
1. Sensing a communication need
2. Defining the situation
3. Considering possible communication strategies
4. Selecting a course of action
5. Composing the message
6. Sending the message
7. Receiving the message
8. Interpreting the message
9. Deciding on a response
10. Replying to the message AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #74 Topic: The Business Communication Process
75.
What is the goal of business communication? Define mental filters and bying.
The goal of business communication is to create a shared understanding of business situations that will enable people to work successfully together. Mental filters are preconceptions, frames of reference, and verbal worlds. Bying is a communication problem that occurs when the sender and the receiver attach completely different meanings to the same words. AACSB: Communication Blooms: Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #75 Topic: Business Communication: The Bottom Line
1 Summary Category AACSB: Communication AACSB: Reflective Thinking Blooms: Apply Blooms: Blooms: Understand Difficulty: 1 Easy Difficulty: 2 Medium Learning Objective: 01-01 Explain the importance of communication to you and to business. Learning Objective: 01-02 Describe the main challenges facing business communicators today. Learning Objective: 01-03 Describe the three main categories of business communication. Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Learning Objective: 01-06 Explain why business communication is a form of problem solving. Learning Objective: 01-07 Describe the various contexts for each act of business communication. Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 Topic: Business Communication: The Bottom Line Topic: The Business Communication Process Topic: The Role of Communication in Business
# of Questions 72 3 6 33 36 32 42 5 17 14 9 6 5 4 15 75 6 18 50
Chapter 2 Adaptation and the Selection of Words True/False Questions 1. A good rule is to write so that a person just like you can understand the message. Answer: False Page: 25 Difficulty: Medium Rationale: You should adapt the writing to your readers. Learning Objective: 1 AACSB Standard: 1 2. In many business situations, adapting to your readers means writing on a level lower than your own. Answer: True Page: 25 Difficulty: Easy Rationale: One should adapt and adapting sometimes means writing at a lower level. Learning Objective: 1 AACSB Standard: 1 3. Adaptation of writing means writing in the simplest language possible. Answer: False Page: 25 Difficulty: Medium Rationale: It means fitting the words to the specific reader, which does not always mean simplifying the writing. Learning Objective: 1 AACSB Standard: 1 4. Using familiar words means using the language of normal conversation. Answer: True Page: 28 Difficulty: Easy Rationale: We use the familiar words in normal conversation. Learning Objective: 1 AACSB Standard: 1 5. In adapting writing to a wide range of educational backgrounds, one should write for those in the middle. Answer: False Page: 26 Difficulty: Medium Rationale: One should write for the lowest level in order to communicate with all in the group. Learning Objective: 1 AACSB Standard: 1 6. Readability research s simplifying writing. Answer: True Page: 28 Difficulty: Easy Rationale: The readability techniques mentioned in the book are based on extensive research. Learning Objective: 1 AACSB Standard: 1
7
Chapter 2 Adaptation and the Selection of Words 7. It is good to use unfamiliar words in business because they help readers improve their vocabulary. Answer: False Page: 28 Difficulty: Easy Rationale: Only familiar words communicate clearly, and the goal of communicating in business is to communicate. Learning Objective: 2 AACSB Standard: 1 8. Because the short words tend to communicate better than the long ones, you should prefer them in your writing. Answer: True Page: 29 Difficulty: Easy Rationale: A statement explained in the text. Learning Objective: 2 AACSB Standard: 1 9. You should use the short words because all the long ones are difficult. Answer: False Page: 29 Difficulty: Medium Rationale: Although length and difficulty are correlated, some exceptions exist. Some long words are easy and some short ones are difficult. Learning Objective: 2 AACSB Standard: 1 10. Although they may be misunderstood, some words not in the reader's vocabulary should be used as a device to gain his or her respect. Answer: False Page: 29-30 Difficulty: Hard Rationale: Such words do not communicate. Learning Objective: 2 AACSB Standard: 1 11. The heavier the proportion of long words to short words, the harder the writing is to understand. Answer: True Page: 29 Difficulty: Medium Rationale: This concept has been verified by readability research. Learning Objective: 2 AACSB Standard: 1 12. Only the truly technical fields such as engineering, physics, ing, and computer science have a technical language. Answer: False Page: 30 Difficulty: Hard Rationale: Every field has its technical language. Learning Objective: 3 AACSB Standard: 1
8
Chapter 2 Adaptation and the Selection of Words 13. Because they are so widely used and well known, legal words should be used freely in business communication. Answer: False Page: 31 Difficulty: Easy Rationale: Such words are not well known and rarely should be used in business. Learning Objective: 3 AACSB Standard: 1 14. Because technical words are difficult to understand, they have no place in business writing. Answer: False Page: 31 Difficulty: Medium Rationale: They may be used when they are clearly understood. Learning Objective: 3 AACSB Standard: 1 15. Of the parts of speech, the noun is the strongest. Answer: False Page: 31 Difficulty: Medium Rationale: The verb is the strongest; the noun is second. Learning Objective: 4 AACSB Standard: 1 16. Verbs are stronger words than adjectives. Answer: True Page: 33 Difficulty: Medium Rationale: See discussion of word strength on in the chapter. Learning Objective: 4 AACSB Standard: 1 17. Abstract words are fuzzy and vague. Answer: True Page: 31 Difficulty: Medium Rationale: This is a definition of abstract words. Learning Objective: 4 AACSB Standard: 1 18. Words that stand for things the reader can see, feel, taste, or smell are abstract. Answer: False Page: 29 Difficulty: Easy Rationale: This is a definition of concrete words. Learning Objective: 4 AACSB Standard: 1 19. To say “very early Saturday” is more concrete than "Saturday at 3:30 a.m." Answer: False Page: 31 Difficulty: Hard Rationale: "Saturday at 3:30 a.m." is more specific, thus more concrete. Learning Objective: 1 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 20. Verbs are at their strongest when skillfully cast in ive voice. Answer: False Pages: 31-33 Difficulty: Medium Rationale: Active voice is stronger. Learning Objective: 4 AACSB Standard: 1 21. ive voice has a definite place in business writing. Answer: True Page: 34 Difficulty: Hard Rationale: It should not be overused, but is has a place. Learning Objective: 4 AACSB Standard: 1 22. It is stronger wording to say "appraise" than to say "make an appraisal." Answer: True Page: 31 Difficulty: Hard Rationale: The latter is a camouflaged form of appraise. Learning Objective: 5 AACSB Standard: 1 23. In ive voice, the subject receives the action. Answer: True Page: 30 Difficulty: Medium Rationale: This definition is explained in the chapter. Learning Objective: 34 AACSB Standard: 1 24. Active-voice sentences are stronger than ive-voice sentences. Answer: True Page: 33 Difficulty: Easy Rationale: This point is made in the chapter. Learning Objective: 4 AACSB Standard: 1 25. To write, "make an investigation" generally is preferable to "investigate." Answer: False Page: 34 Difficulty: Hard Rationale: The first wording illustrates a camouflaged verb. Learning Objective: 5 AACSB Standard: 1 26. Much of our idiom (the way we say things) has little rhyme or reason. Answer: True Page: 36 Difficulty: Medium Rationale: This point is discussed in the chapter. Learning Objective: 5 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 27. Two words that stand for the same thing may not have precisely the same meaning in one's mind. Answer: True Page: 36 Difficulty: Medium Rationale: Shades of difference in meaning exist in the mind. Learning Objective: 5 AACSB Standard: 1 28. Even though such words as tired, weary, and exhausted can refer to the same condition, they do not mean the same to all people. Answer: True Page: 36 Difficulty: Easy Rationale: Words do not mean the same to all people. Shades of difference exist in the mind. Learning Objective: 5 AACSB Standard: 1 29. It is a more acceptable idiom to say, "listen at" than "listen to." Answer: False Page: 36 Difficulty: Hard Rationale: See the list of correct and faulty idioms in the chapter. Learning Objective: 5 AACSB Standard: 1 30. All idiom (the way we say things) is based on a clear system of logical thinking, which the writer should learn. Answer: False Page: 36 Difficulty: Medium Rationale: Idiom is based as much on custom as on logic. Learning Objective: 5 AACSB Standard: 1 31. As the pronoun he is classified as generic (refers to both sexes), one can avoid charges of sexism in writing by using it to refer to either sex. Answer: False Page: 37 Difficulty: Hard Rationale: Some people object to this usage, contending that it shows male dominance. Learning Objective: 6 AACSB Standard: 1, 5 32. One effective way to avoid sexism is to use plural pronouns. Answer: True Page: 38 Difficulty: Medium Rationale: Using they, them, their shows no sexual bias. Learning Objective: 6 AACSB Standard: 1, 5
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Chapter 2 Adaptation and the Selection of Words 33. If a statement is true, it cannot be discriminatory toward a member of a minority group. Answer: False Page: 37-41 Difficulty: Hard Rationale: True statements can report a fact about a group that applies only to small portion of the group; but by implication the statement applies to the entire group. Example: "We had to fire the lazy Hispanic employee." "We were please to learn that we had hired a hardworking black." Learning Objective: 6 AACSB Standard: 1, 5 34. In those rare cases in which minority hip (black, Hispanic, etc.) is a vital part of the message, it is appropriate to write this information. Answer: True Page: 40 Difficulty: Hard Rationale: This exception is noted in the chapter. Learning Objective: 6 AACSB Standard: 1, 5 35. The language of this sentence discriminates against women: "A good secretary organizes her work carefully." Answer: True Page: 40 Difficulty: Hard Rationale: The use of her suggests that only women can be secretaries and s a stereotype that is offensive to women. Learning Objective: 6 AACSB Standard: 1, 5 Multiple Choice Questions 36. In adapting writing to a group ranging from college-graduate to grade-school level of education, one should write for the: A) lowest level in the group. B) middle one-third. C) upper two-thirds. D) upper one-third. E) highest member of the group. Answer: A Page: 26 Difficulty: Easy Rationale: One must aim at the lowest member of the group if he or she is to communicate with all in the group. Learning Objective: 1 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 37. Mark the statement that describes the best practice concerning word length in writing. A) Challenge the reader with long words. B) Alternate long and short words as much as possible. C) Be concerned with precision and forget length. D) Concentrate on the short words and use the long ones with caution. E) Never use long words in business writing. Answer: D Page: 29 Difficulty: Easy Rationale: This advice appears in the chapter. Learning Objective: 1 AACSB Standard: 1 38. Mark the most concrete of the following wordings. A) Later in the week B) By Thursday C) By Thursday afternoon D) By Thursday without fail E) By 3:30 p.m. Thursday Answer: E Page: 31 Difficulty: Medium Rationale: The most specific is the wording indicating both hour and date. Learning Objective: 2 AACSB Standard: 1 39. Mark the most concrete of the following wordings describing the speed of an automobile. A) The fastest car on the road B) An exceptionally fast car C) A very fast car D) Holds a record speed on 167 miles per hour E) Exceeds 160 miles per hour Answer: D Page: 32 Difficulty: Medium Rationale: By mentioning the exact speed, these words are the most concrete. Learning Objective: 2 AACSB Standard: 1 40. Choose the most concrete of the following phrases. A) Runs fast B) Runs like an antelope C) Runs 100 yards in 9.1 seconds D) Runs like lightning E) Runs with lightning speed Answer: C Page: 32 Difficulty: Medium Rationale: Only this one has the facts specifying how fast the subject runs. Learning Objective: 2 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 41. Which of the following wordings is the most concrete? A) A majority B) Over half C) 52.3 percent D) Most E) Excess of 50 percent Answer: C Page: 32 Difficulty: Medium Rationale: This one is precise and, therefore, concrete. Learning Objective: 4 AACSB Standard: 1 42. The part of speech that produces the strongest communication effect is the: A) verb. B) noun. C) adjective. D) preposition. E) adverb. Answer: A Page: 33 Difficulty: Medium Rationale: Verbs are action words and are strongest. Learning Objective: 4 AACSB Standard: 1 43. Mark the sentence that generally is best for interesting writing. A) The process was discovered by Ace chemists. B) Ace chemists discovered the process. C) Ace chemists were responsible for discovering the process. D) This discovery of process was made by Ace chemists. E) Discovery of this process was made by Ace chemists Answer: B Page: 33 Difficulty: Hard Rationale: Only this sentence is in the active voice and therefore, in interesting form. Learning Objective: 4 AACSB Standard: 1 44. Which of the following conveys the most concrete meaning? A) In the near future B) Soon C) On July 17 D) Next Thursday E) At 9:00 a.m. on July 17 Answer: E Page: 32 Difficulty: Medium Rationale: By giving time and date it is the most specific, therefore the most concrete. Learning Objective: 2 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 45. Choose the sentence containing the most vigorous wording. A) We will cancel your order. B) We will effect a cancellation of your order. C) Your order will be canceled. D) Your order will be canceled by us. E) We will bring about cancellation of your order. Answer: A Page: 33 Difficulty: Hard Rationale: Only this one uses a pure verb. Two use camouflaged verbs, and two are in ive voice. Learning Objective: 4 AACSB Standard: 1 46. Mark the sentence that has the strongest wording. A) It is believed that their prices will increase. B) We believe that their prices will be increased. C) We believe that they will increase prices. D) It is believed that they will increase prices. E) It is believed that their prices will be increased. Answer: C Page: 33 Difficulty: Hard Rationale: Only this sentence has all verbs in active voice. Learning Objective: 4 AACSB Standard: 1 47. Which of the following sentences presents its subject matter in the strongest wording? A) Mr. Henderson canceled the story. B) Mr. Henderson was responsible for cancellation of the story. C) The story was canceled by Mr. Henderson. D) Mr. Henderson effected a cancellation of the story. E) Cancellation of the story was effected by Mr. Henderson. Answer: A Page: 33-34 Difficulty: Hard Rationale: All except one are either ive or camouflaged verbs. Learning Objective: 4 AACSB Standard: 1 48. Which of these sentences gives the most vigor to the content? A) The sales increase for 2006 was 10.1 percent. B) An increase of 10.1 percent was recorded for sales in 2006. C) Sales increased 10.1 percent in 2006. D) A significant increase in sales was made in 2006. E) 2003 sales were reported to be 10.1 percent. Answer: C Page: 33 Difficulty: Hard Rationale: Only this one uses a strong, active verb. Learning Objective: 4 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 49. Mark the sentence that conforms best to clear writing principles. A) He made an application for the job. B) He applied for the job. C) He made an application for employment. D) An application for the job was made by him. E) His application has been submitted for the job. Answer: B Page: 33-34 Difficulty: Hard Rationale: Only this sentence is clear and concise. Two sentences have camouflaged verbs, and two sentences are in ive voice. Learning Objective: 5 AACSB Standard: 1 50. Choose the sentence with the weakest verb construction. A) The economy expanded 10 percent last year. B) The 4-D Company suffered a serious loss. C) Department 417 received a slight increase. D) Sales are expected to increase. E) Mr. Harris sold seven policies. Answer: D Page: 33-34 Difficulty: Hard Rationale: All are in active voice except one. Learning Objective: 4 AACSB Standard: 1 51. Of the following wordings, which is not in correct idiom? A) In search of B) Listen to C) Seldom or ever D) Superior to E) Equally bad Answer: C Page: 36 Difficulty: Medium Rationale: The correct idiom is "seldom if ever." Learning Objective: 5 AACSB Standard: 1 52. Of the following wordings, which is not in correct idiom? A) Comply with B) In search of C) Listen at D) Superior to E) Possessed of ability Answer: C Page: 36 Difficulty: Medium Rationale: See list of faulty and correct idioms in the chapter. Learning Objective: 5 AACSB Standard: 1, 2
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Chapter 2 Adaptation and the Selection of Words 53. Mark the sentence with the least suggestion of sexism. A) If a student follows these instructions, he will benefit. B) The fishermen around here usually keep their boats in good order. C) A secretary in our company rarely needs to use her shorthand skills. D) When our customers pay promptly, they earn discounts. E) Lattimer was represented by a lady lawyer. Answer: D Page: 37-38 Difficulty: Hard Rationale: All except one use male dominated words: he, fishermen, secretary--she, lady lawyer. Learning Objective: 6 AACSB Standard: 1, 2 54. Mark the least discriminatory of these five references to an occupational group. A) postman B) lady doctor C) salesman D) letter carrier E) policeman Answer: D Page: 37-38 Difficulty: Easy Rationale: Three answers suggest that only men are in the group; and one suggest that women doctors are unusual--that doctor used alone refers to men. Learning Objective: 6 AACSB Standard: 1, 2 55. Mark the sentence that is the least discriminatory of these five: A) The lady carpenter was not dismissed. B) The production department had a Chinese manager. C) Ms. Martinez was selected for the position. D) Only hardworking blacks need apply. E) He was a generous Jew. Answer: C Page: 37-38 Difficulty: Hard Rationale: All except this one suggest that the subjects referred to are different from the group. Learning Objective: 6 AACSB Standard: 1, 2 56. Which of the following sentences is constructed most illogically? A) We planted the trees, and then they were watered. B) Wilson saw the error, and he corrected it. C) This material is durable, but one pays for its quality. D) Because we want to be fair, we will replace the broken part. E) Knowing that the project was late, we assigned additional people to it.. Answer: A Page: 33-34 Difficulty: Hard Rationale: This sentence mixes active and ive voice. Learning Objective: 6 AACSB Standard: 1, 2
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Chapter 3 Construction of Clear Sentences and Paragraphs True/False Questions 1. Because long sentences are hard to understand, the business writer should make no sentence longer than 25 words. Answer: False Page: 49 Difficulty: Easy Rationale: Long sentences can be clear and can be used with reason. They should be used sparingly. 2. In adapting sentences, you should aim a little above the level of your readers. Answer: False Page: 47 Difficulty: Medium Rationale: You should aim a little below their level. 3. Some degree of simplification is best for all readers. Answer: True Page: 47 Difficulty: Easy Rationale: This point is discussed in the chapter. 4. What is readable is related to the communication ability of the reader. Answer: True Page: 47 Difficulty: Easy Rationale: The readability studies this statement. 5. An ideal average sentence length in writing for the middle-level adult reader is 8 to 10 words. Answer: False Page: 49 Difficulty: Easy Rationale: The readability studies suggest 16 to 18 words. 6. The shorter sentences are especially useful for subordinating information. Answer: False Page: 49 Difficulty: Medium Rationale: This is true of long sentences, not short ones. 7. Short sentences receive less emphasis than long sentences. Answer: False Page: 48-49 Difficulty: Easy Rationale: The opposite is true. The short one stands out. 8. A sentence covering two items of information gives more emphasis to each item than does a sentence covering three items. Answer: True Page: 48-49 Difficulty: Hard Rationale: The shorter the sentence, the more emphasis it receives. 9. Even though short sentences generally are desirable, a long succession of them produces a bad effect. Answer: True Page: 49 Difficulty: Easy Rationale: Overusing short sentences can produce a choppy, primer effect. 10. As a rule, the shorter ways of saying things communicate better. Answer: True Page: 48 Difficulty: Easy Rationale: This observation is discussed ed by readability studies. 11. For the best communication results, repetition in business writing should be eliminated. Answer: False Page: 54 Difficulty: Medium Rationale: Sometimes repetition serves a purpose, as when used for emphasis or effect. 12. Repetition of words is quite acceptable when it is done for special effect or emphasis. Answer: True Page: 54 Difficulty: Medium Rationale: These are legitimate uses of repetition. 13. Unrelated ideas should not be placed together in a sentence. Answer: True Page: 57 Difficulty: Medium Rationale: All in a sentence should have a logical relationship reason for being placed together. 14. As unity of paragraphing is clearly defined, paragraph content can be determined easily. Answer: False Page: 57 Difficulty: Medium Rationale: Unity can exist at various levels and is not always viewed in the same way by any two writers. 15. It would be illogical to present all the findings in a report with equal emphasis. Answer: True Page: 55 Difficulty: Hard Rationale: Some are more important than others. Each item of information should receive the emphasis it deserves. 16. For reasons of economy, items not related in thought may be placed in the same sentence. Answer: False Page: 57 Difficulty: Medium Rationale: Such placement would both be illogical and violate the unity rule of sentence construction. 17. A paragraph should never consist of only one line.. Answer: False Page: 61 Difficulty: Medium Rationale: Although not common, one-line paragraphs are correct and useful. 18
Chapter 3 Construction of Clear Sentences and Paragraphs 18. Unfortunately, the rules for correctness in writing are based on arbitrary decisions made by grammarians and have little relation to the need for clarity. Answer: False Page: 59 Difficulty: Easy Rationale: Most of the rules are based on the need for clarity in communication. 19. If the content of a paragraph can be reduced to one topic statement, one can be reasonably sure that the paragraph has unity. Answer: True Page: 60 Difficulty: Easy Rationale: Unity in writing means oneness of subject; and if all that is in a paragraph falls into this one statement, there must be unity. 20. One major weakness of the paragraph plan with topic sentences within the paragraph is that the topic sentence receives little emphasis in this position. Answer: True Page: 62 Difficulty: Medium Rationale: The beginnings and ends of the paragraphs carry more emphasis than do the internal positions. 21. Even if they are the same as to words and punctuation marks, a page broken by five or six paragraphs is more inviting to the reader than a page covered by one or two long paragraphs. Answer: True Page: 60 Difficulty: Easy Rationale: Paragraphing gives a visual impression of organization and easy reading. 22. A report with its paragraphs averaging eight lines in length would meet requirements for ideal paragraph length. Answer: True Page: 60 Difficulty: Easy Rationale: This average is suggested in the chapter. 23. It is not good writing practice to construct paragraphs longer than 12 lines. Answer: False Page: 61 Difficulty: Medium Rationale: Occasionally longer paragraphs are necessary. 24. Not every good paragraph must have a topic sentence. Answer: True Page: 61 Difficulty: Medium Rationale: Paragraphs without topic sentences can serve to introduce ideas, relate succeeding items, or present an assortment of facts. 25. The most common paragraph arrangement ends with the topic sentence. Answer: False Page: 61 Difficulty: Medium Rationale: Topic sentence at the beginning is the most common. 26. It is acceptable to place the topic sentence within the paragraph. Answer: True Page: 62 Difficulty: Medium Rationale: Although usually not the best order, this arrangement is acceptable. 27. The most common paragraph design places the topic sentence at the beginning. Answer: True Page: 61 Difficulty: Easy Rationale: This is by far the most common design.
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Chapter 3 Construction of Clear Sentences and Paragraphs Multiple Choice Questions 28. The average sentence length found in the readability studies to be best for communicating with the middle level of adult readers is about: A) 6 to 8 words. B) 8 to 11 words. C) 11 to 13 words. D) 16 to 18 words. E) 20 to 24 words. Answer: D Page: 49 Difficulty: Easy Rationale: The average length is ed by the readability studies. 29. The sentence form that gives most emphasis to its contents is the: A) simple sentence. B) compound sentence. C) compound-complex sentence. D) complex sentence. E) All of these give equal emphasis. Answer: A Page: 50 Difficulty: Medium Rationale: The simple sentence stands out. 30. In a paragraph containing five items of information, you want to make one stand out. You should: A) present each in separate, simple sentences. B) present the one item in a separate, simple sentence and the others in compound sentences. C) present all in compound sentences, placing the one item in a dependent clause. D) present all in compound sentences, placing the one item in an independent clause. E) present minor items in simple sentences and the one to be emphasized in a compound sentence. Answer: B Page: 50 Difficulty: Hard Rationale: The short, simple sentence gives emphasis to its contents. 31. Choose the sentence that does not contain a cluttering phrase. A) At the present time we are using the old model. B) We made payment in the amount of $751. C) You will get your money in the near future. D) This revised plan cut our production costs 12 percent. E) In the event that you fail, we will help you. Answer: D Page: 51 Difficulty: Hard Rationale: All except this one have a phrase from the list in the text. 32. Which of the following sentences covers its contents in the most roundabout way? A) It is the president's belief that a recession is near. B) The president believes a recession is near. C) The president thinks a recession is near. D) A recession is near, believes the president. E) The president thinks a recession is coming. Answer: A Page: 53 Difficulty: Hard Rationale: This sentence is a roundabout way of presenting the message. 33. Which of these sentences best meets the requirements of good business writing? A) Lee's payment in January was in the amount of $300. B) Lee paid $300 in January. C) Lee's January payment was for $300. D) Three hundred dollars was paid by Lee in January. E) The $300 January payment was made by Lee. Answer: B Page: 51-53 Difficulty: Hard Rationale: Only this one is not roundabout and without cluttering phrases. 34. Mark the sentence that best meets the requirements of good business writing. A) With regard to the parking problem, corrective action is being taken. B) With reference to the parking problem, the istration is taking corrective action. C) concerning the parking problem, corrective action is being taken by the istration. D) The istration is taking corrective action on the parking problem. E) The istration is correcting the parking problem. Answer: E Page: 52-53 Difficulty: Hard Rationale: Only this sentence is active, without cluttering phrases, and concise.
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Chapter 3 Construction of Clear Sentences and Paragraphs 35. Which of these sentences best meets the requirement of good business writing? A) The worker must report losses daily. B) It is essential that the worker report losses daily. C) It is essential that losses be reported daily by the worker. D) Losses must be reported daily by the worker. E) The worker's losses must be reported daily. Answer: A Page: 52-53 Difficulty: Hard Rationale: Only this one is in the active voice, concise, and without cluttering phrases. 36. Which of these sentences best meets the requirements of clear and interesting writing? A) In the near future prices will be cut. B) Ford will cut prices soon. C) Prices will be cut by Ford in the near future. D) Ford will cut prices February 1. E) Prices will be cut February 1. Answer: D Page: 31, 33, 51 Difficulty: Hard Rationale: The main problems here are a cluttering phrase (in the near future), ive voice (will be cut), and concreteness (soon, near future, February). Only this one does a good job on all three. 37. Repetition of words or thoughts is best justified for reasons of: A) rhythm. B) concreteness. C) emphasis. D) organization. E) personal preference. Answer: C Page: 54-55 Difficulty: Medium Rationale: Repetition may be used to emphasize the words or thoughts repeated. 38. Long sentences of about 30 words or more may: A) be used to emphasize contents. B) never be used. C) be used sparingly to subordinate the less important information. D) be used freely to impress certain readers. E) be used when one wishes to economize on the words used. Answer: C Page: 49 Difficulty: Medium Rationale: This usage is appropriate and logical. 39. If any of the four following statements does not help justify short paragraphs, mark it. If all are appropriate, mark e. A) They help the reader see beginnings and ends, thereby giving the effect of organization. B) They give added emphasis to the facts covered. C) They have good eye appeal. D) They show frequent breaking points, which is appealing to the reader. E) All are appropriate. Answer: E Page: 60-61 Difficulty: Medium Rationale: All justify short paragraphs. 40. A paragraph arranged in the most widely used plan: A) begins with its topic sentence. B) ends with its topic sentence. C) has its topic sentence within. D) has both beginning and ending topic sentences. E) has all topic sentences. Answer: A Page: 61 Difficulty: Easy Rationale: The topic-sentence-first arrangement is the most commonly used one. 41. Which of the following placements would give greatest emphasis to a fact? A) A short sentence in the middle of a long paragraph B) A short sentence at the end of a paragraph C) A long sentence that makes up the entire paragraph D) A short sentence in a one-sentence paragraph E) A long sentence at the end of a paragraph Answer: D Page: 60-61 Difficulty: Medium Rationale: A short, one-sentence paragraph calls attention to its contents, thereby giving it emphasis.
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Chapter 3 Construction of Clear Sentences and Paragraphs 42. Your reader will comprehend sentences most easily that are written at a level: A) challenging to the reader. B) impressive to the reader. C) appropriate to the technical expertise of the writer. D) above the reader. E) a little below the level of the reader. Answer: E Page: 47-48 Difficulty: Easy Rationale: Readability research s this statement. 43. A paragraph should: A) consist of at least three sentences. B) build around a single topic or idea. C) include several different ideas or topics. D) have both simple and complex sentences. E) never be longer than eight lines. Answer: B Page: 60 Difficulty: Easy Rationale: The paragraph must have unity. 44. One-line paragraphs: A) should never be used. B) can be used to emphasize a major point. C) should be used frequently. D) are good for subordinating contents. E) give the writing sophistication. Answer: B Page: 61 Difficulty: Easy Rationale: This is one justification of the one-line paragraph. 45. The topic sentence of a paragraph: A) should always come first in the paragraph. B) should be in the middle of the paragraph. C) should be last to summarize the paragraph. D) may vary in placement according to the purpose of the paragraph. E) should be preceded by an independent clause. Answer: D Page: 61-62 Difficulty: Medium Rationale: Topic sentences may vary in placement.
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Career Success Begins With Communication Skills
DIFFICULTY (DIF)
TYPE
OTHER CODES
5 = Most difficult
Ap: Application question ANS: Answer
3 = Average difficulty
Con: Conceptual question
1 = Least difficult
Def: Definition
REF: Page Reference
OBJ: Chapter Objective NOT: Note
(/explanations) AAC: AACSB Competencies
Multiple Choice
1. One of the fastest ways to ensure your career success is to a. learn how to design Web pages. b. post a persuasive résumé online. c. develop excellent communication skills. d. invite your boss out to lunch periodically.
ANS: c
REF: p. 2
TYPE: Con
DIF: 3
TOP: Communication Skills: Your Ticket to Work or Your Ticket Out the Door NOT: Developing excellent communication skills is one of the fastest ways to ensure your career success. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. On the job you are more likely to be taken seriously and promoted if you a. look and sound professional. b. frame your degree or certificate and hang it on your office or cubicle wall. c. appear to be busy even when you’re not really doing anything. d. do all of the above.
ANS: a
REF: pp. 4-5 TYPE: Con
DIF: 3
TOP: Professionalism Counts With Employers NOT: If you look and sound professional while working, you are more likely to be taken seriously and promoted. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Because the U.S. economy is increasingly _____________ based, education is extremely important. a. politically b. production c. knowledge d. labor
ANS: c
REF: p. 9
TYPE: Con
DIF: 3
TOP: How Does Your Education Affect Your Income?
NOT: Because the U.S. economy is increasingly knowledge based, education is extremely important. Two thirds of all new jobs require some kind of postsecondary education. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Major trends in today’s dynamic world of work include increased emphasis on self-directed work groups and virtual teams, heightened global competition, innovative communication technologies, new work environments, and focus on a. creating an entirely online presence. b. promoting from within. c. restructuring and downsizing. d. information and knowledge as corporate assets.
ANS: d
REF: p. 7
TYPE: Con
DIF: 3
TOP: Succeeding in the Changing World of Work NOT: A major trend in the new world of work includes a focus on information and knowledge as corporate assets. Corporate America is increasingly aware that information is the key to better products and increased profitability. Other trends in today’s workplace include flattened management hierarchies and more participatory management. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Communication is defined as “the transmission of information and meaning from one individual or group to another.” The crucial element of this definition is _______________.
a. transmission. b. information. c. meaning. d. all of the above are equally important.
ANS: c
REF: p. 7
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Communication is successful only if meaning is exchanged, making “meaning” the crucial element. You can send information; but if it means nothing to the receiver, true communication has not occurred. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The communication process begins when the sender a. determines the appropriate communication channel. b. has an idea. c. encodes an idea into a message. d. plans for .
ANS: b
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process
NOT: The communication process begins when the sender has an idea. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Many of us are poor listeners because a. the brain can process information at least three times as fast as people talk. b. we tend to “tune out” speakers whose ideas run counter to our own. c. we would rather talk than listen. d. All answer choices are correct.
ANS: d
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Many of us are poor listeners because our brains can process information faster than speakers talk, because we tend to “tune out” speakers whose ideas run counter to our own, and because we would rather talk than listen. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. You can improve your listening skills if you follow tips for active listening, including a. keeping an open mind, establishing a receptive mind-set, and listening between the lines. b. establishing a receptive mind-set, concentrating on appearance and delivery, and sifting information through biases. c. capitalizing on lag time, concentrating on your next comment, and taking as many notes as possible.
d. All answer choices are correct.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Improving Listening Skills NOT: Active listening tips include stopping your talking, controlling your surroundings, establishing a receptive mind-set, keeping an open mind, listening for main points, capitalizing on lag time, listening between the lines, judging ideas and not appearances, holding your fire, taking selective notes, and providing . They do not include using biases or concentrating on appearances or your own next comment. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. Your boss is giving instructions for a new method of keeping expense s. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing? a. Language problem barrier b. Psychological barrier c. Physical barrier d. Nonverbal distraction barrier
ANS: b
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: You are experiencing a psychological barrier. Psychological barriers result from having different cultural, ethical, and personal values, including preconceived thoughts. Language barriers refer to word choices, physical barriers refer to problems in the setting, and nonverbal barriers refer to body language and other delivery dynamics. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
10. A listener who nods her head and maintains eye with a speaker is probably a. listening actively to what the speaker is saying. b. not understanding what the speaker is saying. c. faking attention while she listens to music on her MP3 player. d. formulating her response to a point with which she disagrees.
ANS: a
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: While it is possible this listener is confused, faking attention, or considering a snappy comeback, the eye and head nodding probably indicate she is listening actively to and is interested in the speaker’s message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
11. Brian is attending a seminar on workplace efficiency and must make a presentation on this topic when he returns to work. Brian can increase his comprehension by keeping an open mind, listening for main points, taking selective notes, and
a. closing his eyes. b. speaking up immediately when he does not agree with the speaker. c. filling in the lag time by reviewing in his mind other things he must do that day. d. judging ideas, not appearances.
ANS: d
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Brian will comprehend better, and probably make a better presentation back at work, if he judges ideas and not appearances. If he disagrees with the speaker, he should not immediately speak up, and he should not let his mind wander to other tasks he needs to do. He also needs to maintain eye with the speaker. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
12. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening? a. Keeping an open mind b. Establishing a receptive mind-set c. Capitalizing on lag time d. Controlling her surroundings
ANS: d
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: Active listeners strive to do all of these, but Amelia is focusing on controlling her surroundings by removing as many competing sounds and distractions as possible. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. Which of the following is considered a form of nonverbal communication? a. Facial expressions, such as a frown or raising the eyebrows b. Eye , such as staring or avoiding looking someone in the eye c. Time, such as showing up too late or too early d. All of the above are forms of nonverbal communication
ANS: d
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: All of the options listed are forms of nonverbal communication. Facial expressions, eye , and use of time are just a few examples of forms of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Nonverbal communication includes a. all unwritten and unspoken messages, intended or not. b. only body language and gestures that accompany a spoken message. c. only eye and facial expressions that the meaning of the words. d. only cues that reveal agreement with or contradiction of the verbal message.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal communication is all communication except the actual words (verbal communication). Body language, eye , gestures, and facial expressions are only a part of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Most people think that the best predictor of a speaker’s true feelings is his or her a. facial expressions. b. posture. c. gestures. d. eyes.
ANS: d
REF: p. 13
TYPE: Con
DIF: 3
TOP: How the Eyes, Face, and Body Send Silent Messages NOT: While all of these types of nonverbal communication may provide some indication of the speaker’s feelings, most people think that the eyes are the best predictor of a speaker’s true feelings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
16. Suzanne wants to make a good impression during a job interview. What should she do? a. Avoid eye with her interviewer in order to show respect. b. Slump down in her chair to show that she’s relaxed. c. Wear professional business attire. d. She should do all of the above.
ANS: c
REF: p. 15
TYPE: Ap
DIF: 5
TOP: How Appearance Sends Silent Messages NOT: Suzanne should wear professional business attire to send a positive message to the interview. She should also maintain eye to signal interest, attentiveness, strength, and credibility. In addition, she should encourage communication and interaction by leaning forward, sitting erect, and looking alert during the interview. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Melissa noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. Melissa should a. tell Stephen that he should behave more professionally. b. respond to the verbal message only and thank him for working late. c. politely seek additional information by saying, I’m not sure that you really want to stay late. Do you have somewhere you need to be? d. fire Stephen for insubordination.
ANS: c
REF: p. 15
TYPE: Ap
TOP: Keys to Building Strong Nonverbal Skills
DIF: 5
NOT: When you perceive nonverbal cues that contradict verbal meanings, politely probe for more information. You can improve communication and resolve confusion by asking a sincere, polite question. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Every country has a unique culture or common heritage that a. teaches its how to behave and conditions their reactions. b. results from a common gene pool. c. is created by a structured educational system. d. comes from an orderly system of government and laws.
ANS: a
REF: p. 16
TYPE: Con
DIF: 3
TOP: How Culture Affects Communication NOT: Every country has a unique culture or common heritage that teaches its how to behave and conditions their reactions. This culture or common heritage has nothing to do with a common gene pool. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
19. Communicators in _____________ cultures (such as those in North America, Scandinavia, and ) depend little on the context of a situation to convey their meaning. They tend to be logical, analytical, and action oriented. a. high-context b. Asian c. ancient d. low-context
ANS: d
REF: pp. 16-17
TYPE: Con
DIF: 3
TOP: Context NOT: Communicators in low-context cultures tend to be logical, analytical, and action-oriented. They depend little on the context of a situation to convey meaning. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
20. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural dimension of a. individualism. b. formality. c. communication style. d. time orientation.
ANS: c
REF: p. 18
TOP: Communication
TYPE: Con
DIF: 3
NOT: In business situations, North Americans tend to value straightforwardness and are suspicious of evasiveness. These values illustrate communication style. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. An American businessperson who thinks that all Swiss are hard-working, efficient, and neat is illustrating an example of a. ethnocentrism. b. tolerance. c. stereotyping. d. a cultural norm.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: The belief that all of a group have the same behavioral pattern is stereotyping and not ethnocentrism, tolerance, or a cultural norm. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
22. Robert frequently comments that he likes working independently because that’s the American way—and the American way is the best way! Robert’s belief in the superiority of his own culture is an example of a. stereotyping. b. individualism. c. ethnocentrism. d. communication style.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism reveals itself in statements such as “The American way is the best way.” This type of ethnocentrism may be accompanied by stereotyping, which is an oversimplified behavior pattern applied to entire groups. Neither of these beliefs is likely to help you communicate with other cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
23. Working with people from other cultures will requires tolerance. One of the best ways to become more tolerant is by a. practicing empathy. b. increasing your individualism. c. encouraging ethnocentrism. d. knowing your communication style.
ANS: a
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Tolerance requires you to have sympathy for and appreciation of the customs of other cultures. You develop this tolerance through practicing empathy, which helps you to see the world through another’s eyes. If you are more individualistic or ethnocentric, you will probably have less tolerance. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
24. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short sentences and short, familiar words. But she noticed that the customer had a glazed expression and did not understand her. Zoe should a. repeat what she has said in a louder voice. b. graciously accept the blame for not making her meaning clear. c. end the conversation until an interpreter can be found. d. require the Italian businessperson to restate the message in simple words.
ANS: b
REF: p. 20
TYPE: Ap
DIF: 5
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: Zoe did well to speak slowly, simply, and clearly with this customer. Now she should graciously accept the blame for not being clear instead of repeating the same words more loudly or asking the other person to restate her message.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen without interrupting, and a. follow up in writing. b. avoid smiling, which might make you appear to lack seriousness. c. use vocabulary words that will impress the listener. d. assume that the listener understands if he or she nods and smiles in agreement.
ANS: a
REF: p. 20
TYPE: Con
DIF: 3
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: When speaking with someone for whom English is a second language, you should confirm the results and agreements in writing. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
26. When writing for a multicultural audience, you are more likely to be understood if you use short sentences and short paragraphs and if you include a. slang, such as This product really rocks! b. idioms, such as You can improve your bottom line by using this product. c. acronyms, such as ASAP.
d. action-specific verbs, such as e-mail me if you have any questions rather than me if you have any questions.
ANS: d
REF: pp. 20-21
TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: A multicultural audience is less likely to understand American slang, idioms, or acronyms. The audience is more likely to understand clear writing that uses short sentences, short paragraphs, and action-specific verbs. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
27. Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the contract? a. Use figures for all dates for clarity. b. Use American currency figures. c. Use figures instead of spelling them out. d. Do all of the above.
ANS: c
REF: p. 21
TYPE: Ap
DIF: 5
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: In citing numbers, Max should use figures (for example, 15) instead of spelling them out (for example, fifteen). He should convert dollar figures into local currency and avoid using figures to express months. For clarity, he should instead spell out the month.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
28. Which of the following is a benefit of a diverse work environment? a. Better ability to create the products that consumers desire b. Fewer discrimination lawsuits, fewer union clashes, and less government regulatory action c. Improvement of employee relationships and increased productivity d. All of the above are benefits of a diverse work environment.
ANS: d
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: Organizations that hire employees with various experiences and backgrounds are better able to create the products that consumers desire. In addition, organizations that set aside time and resources to cultivate and capitalize on diversity will suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action. Most important is the growing realization among organizations that diversity is a critical bottomline business strategy to improve employee relationships and to increase productivity. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
29. Megahertz Technology Solutions, Inc. recently suffered a discrimination lawsuit. Advice to improve its workforce diversity is likely to include
understanding the value of differences, providing diversity training for employees, building on similarities, and a. hiring a more homogenous work group. b. making fewer assumptions. c. requiring all employees to use jargon that conveys stereotypes. d. making sure all employees conform to a standard company culture.
ANS: b
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences NOT: Megahertz Technology Solutions, Inc. can capitalize on workforce diversity by understanding the value of differences, by providing diversity training for employees, by building on similarities, and by making fewer assumptions. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
30. Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own and other cultures, and a. seek common ground. b. help others conform. c. avoid noticing differences. d. All answer choices are correct.
ANS: a
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Successful communicators avoid assumptions; learn about all cultures; invite, use, and give ; and seek common ground. Pretending differences don’t exist or trying to help others conform will not improve your communication success with diverse populations who desire to be recognized and respected. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
True-False
1. In making hiring decisions, employers often rank communication skills among the most requested competencies.
ANS: T
REF: p. 2
TYPE: Con
DIF: 3
TOP: The Importance of Communication Skills to Your Career NOT: Employers often rank communication skills among the most requested competencies in making hiring decisions. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. Because of today’s communication technology, writing skills are less important than in the past.
ANS: F
REF: p 3
TYPE: Con
DIF: 3
TOP: Why Are Writing Skills Increasingly Important?
NOT: Writing skills are particularly important on the job today because people are writing more than ever before and because many people work together but are not physically together. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Use of information technology; Tier 2—Communication evolution
3. We are born with the ability to read, listen, speak, and write.
ANS: F
REF: p. 6
TYPE: Con
DIF: 3
TOP: Using This Book to Build Your Career Communication Skills NOT: The abilities to read, listen, speak, and write effectively are not inborn. When it comes to communication, it is more nurture than nature. Good communicators are not born; they are made. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Theresa will be working with Alex on a virtual team to develop a new marketing plan. Because they won’t meet face to face, their work will be less dependent on good communication skills.
ANS: F
REF: p. 7
TYPE: Ap
DIF: 5
TOP: Succeeding in the Changing World of Work
NOT: Theresa and Alex are among many employees who are working on virtual teams. This means they will be more dependent on their communication skills to work together effectively. AAC: Tier 1—Patterns; Tier 2—Teamwork AAC: Tier 1—Use of information technology; Tier 2—Asynchronous messaging, Synchronous messaging, Communication evolution AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
5. The central objective of communication is the transmission of meaning.
ANS: T
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Simply putting a message out, whether spoken or written, does not meet the purpose of communication. Meaning must be sent and received. The transmission of the words must result in understanding for communication to occur. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. Anything that disrupts the transmission of a message in the communication process is called noise.
ANS: T
REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Anything that disrupts the transmission of a message in the communication process is called noise. Channel noise ranges from static that disrupts a telephone conversation to spelling errors in an e-mail message.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Words have the same basic meanings for everyone; therefore, messages communicated verbally are always understood.
ANS: F
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: A major problem when communicating any message verbally is that words have different meanings for different people. This is why skilled communicators try to use familiar words with concrete meanings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. After explaining a new procedure to her employees, Amy asks, “Is there anything that wasn’t clear?” She is asking this question to encourage .
ANS: T
REF: pp. 10-11
TYPE: Ap
DIF: 5
TOP: Understanding the Communication Process NOT: Amy can encourage by asking questions such as “Is there anything that wasn’t clear?” AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
9. Most people listen with 50 percent or higher efficiency.
ANS: F
REF: p. 11
TYPE: Con
TOP: Improving Listening Skills
DIF: 3
NOT: Some researchers suggest that we listen at only 25 percent efficiency. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
ANS: F
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy surroundings. Psychological barriers occur because we each bring a unique set of cultural, ethical, and personal values to the communication process. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
11. If you want to become a better listener, your first step is to stop talking.
ANS: T
REF: p. 12
TYPE: Con
DIF: 3
TOP: Keys to Building Powerful Listening Skills NOT: It is human nature to prefer to talk than to listen. To improve listening skills, you must, indeed, stop talking and listen more to practice active listening skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
12. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should take complete notes of everything said.
ANS: F
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Good listeners take selective notes of the most important points, but do not allow the note-taking process to interfere with concentration on the total message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
ANS: F
REF: p. 13
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Both your personal appearance and the physical appearance of your business documents transmit immediate and important nonverbal messages.
ANS: T
REF: p. 15
TYPE: Con
DIF: 3
TOP: How Appearance Silent Sends Messages NOT: Employees send important nonverbal messages to others through their physical appearance and through the way their business documents look. Both personal appearance and the physical appearance of a document can have a positive or a negative effect on the receiver. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Zach’s company does business globally. By associating with people from diverse cultures, Zach can widen his knowledge of intercultural messages and can increase his tolerance of differences.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: Associating with other cultures, both at work and at leisure, can improve your nonverbal skills by widening your knowledge of and tolerance for intercultural nonverbal messages. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
16. Greg will be the student speaker for graduation. To ensure that his nonverbal cues his verbal message, he should ask friends and family to monitor his conscious and unconscious body movements and gestures.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: You can ensure that your verbal and nonverbal messages match by asking family and friends to observe your presentation to monitor your nonverbal behavior. Another effective technique is to videotape yourself so that you can evaluate your presentation skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Joseph will be traveling to South America to increase sales for his company. Because the meanings of nonverbal gestures are similar in all cultures, Joseph can indicate that everything is OK with his South American customers by using his thumb and forefinger to form a circle.
ANS: F
REF: p. 16
TYPE: Ap
DIF: 5
TOP: How Culture Affects Communication NOT: The meanings of many nonverbal gestures differ from culture to culture. Don’t assume that a familiar American gesture has universal meaning. In fact, forming the thumb and forefinger in a circle is obscene in South America. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North American culture.
ANS: T
REF: pp. 17-18
TYPE: Ap
DIF: 5
TOP: Individualism NOT: As a typical North American, Laura tends to value individualism and responsibility. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
19. Bijan and his family place great emphasis on tradition, ceremony, and social rules. Bijan is most likely a member of a low-context culture.
ANS: F
REF: p. 18
TYPE: Ap
DIF: 5
TOP: Formality NOT: People in high-context cultures place more emphasis on tradition, ceremony, and social rules than of low-context cultures do. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
20. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
ANS: T
REF: pp. 18-19
TYPE: Con
DIF: 3
TOP: Time NOT: North Americans consider time a precious commodity. They correlate time with productivity, efficiency, and money. Keeping people waiting for business appointments wastes time and is rude.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.
ANS: F
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism is the belief in the superiority of one’s own culture. It is wise to be tolerant in cross-cultural communication, but ethnocentrism can handicap communication. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
22. For international trade it is a good idea to learn and use the metric system.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: Because the metric system is so widely used throughout the world, for international trade it is a good idea to learn and use this system. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
23. Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing business organizations today.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: One of the biggest challenges facing business organizations today is developing a diverse staff that can work together cooperatively. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
24. Because Ryan has never met a person from , he is worried about traveling there to do business for his company. Ryan could reduce his worry by attending a meeting of the local German club and interacting with its from .
ANS: T
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences NOT: The fear of the unknown is a common feeling that decreases as you interact with diverse people. By meeting some Germans before he travels, Ryan is likely to reduce his worries. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike in order to reduce conflicts.
ANS: F
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Diversity makes an organization innovative and creative. Sameness fosters an absence of critical thinking called “groupthink.” AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
Fill-in-the-Blank
1. ______________ skills refer to reading, listening, nonverbal, speaking, and writing skills.
ANS: Communication REF: p. 3
TYPE: Def
DIF: 1
TOP: The Importance of Communication Skills to Your Career NOT: Communication skills refer to reading, listening, nonverbal, speaking, and writing skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. ___________________ is defined as “the transmission of information and meaning from one individual or group to another.”
ANS: Communication REF: p. 7
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Communication is “the transmission of information and meaning from one individual or group to another.: AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. In the communication process, _______________ means converting an idea into words or gestures that will convey meaning.
ANS: encoding
REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the sender converts an idea into words or gestures, the communicator is encoding the message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. When you decide the spoken or written means by which you will send a message, you have selected the _______________ of communication.
ANS: channel REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The channel is the means by which a message is transmitted. Channels include both spoken and written means. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
5. When the receiver translates the message from its symbol form into meaning, it is known as _____________.
ANS: decoding REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the receiver translates the message from its symbol form into meaning, it is known as decoding. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The verbal and nonverbal responses of the receiver create ___________, a vital part of the entire communication process that helps the sender know that the message was received and understood.
ANS: REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The verbal and nonverbal responses of the receiver create , a vital part of the entire communication process that helps the sender know that the message was received and understood. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. __________ cues include eye , facial expression, body movements, space, time, territory, and appearance.
ANS: Nonverbal
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal cues include eye , facial expression, body movements, space, time, territory, and appearance. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. According to a model developed by cultural anthropologist Edward T. Hall, _______________ refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high.
ANS: context REF: p. 16
TYPE: Def
DIF: 1
TOP: Context NOT: According to a model developed by cultural anthropologist Edward T. Hall, context refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. The belief in the superiority of one’s own culture is known as ____________. This natural attitude is found in all cultures.
ANS: ethnocentrism REF: p. 19
TYPE: Def
DIF: 1
TOP: Controlling Ethnocentrism and Stereotyping
NOT: The belief in the superiority of one’s own culture is known as ethnocentrism. This natural attitude is found in all cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. ______________ means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop this trait is to practice empathy.
ANS: Tolerance REF: p. 19
TYPE: Def
DIF: 1
TOP: Comparing Key Cultural Values NOT: Tolerance means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop tolerance is to practice empathy. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
Chapter 4 Writing For Effect True/False Questions 1. Building goodwill through messages is gratifying to business people personally, but it is difficult to justify as a profitable business practice. Answer: False Page: 68 Difficulty: Easy Rationale: Goodwill is worth money in business. Learning Objective: 1 AACSB Standard: 1 2. The words you use in writing messages should come primarily from your speaking vocabulary. Answer: True Page: 69 Difficulty: Easy Rationale: Conversational writing, which uses the speaking vocabulary, is advocated in the chapter. Learning Objective: 2 AACSB Standard: 1 3. The old "language of business” in vogue a century ago has given us some of our most useful expressions for written messages. Answer: False Page: 71 Difficulty: Easy Rationale: The old "language of business" expressions still used are rubber stamps that should be avoided. Learning Objective: 2 AACSB Standard: 1 4. Rubber stamps are a part of our conversational language. Answer: False Page: 71 Difficulty: Easy Rationale: It is the opposite, very unnatural. Learning Objective: 2 AACSB Standard: 1 5. Because the "rubber stamp" expressions are well known in business, they may be used effectively to build goodwill. Answer: False Page: 70-71 Difficulty: Easy Rationale: As these expressions give the impression of routing treatment, they destroy goodwill. Learning Objective: 2 AACSB Standard: 1
28
Chapter 4 Writing For Effect 6. Because we human beings are self-centered creatures, we can accomplish our message-writing goal best by honestly presenting the message from our own points of view. Answer: False Page: 72 Difficulty: Medium Rationale: The you viewpoint is more effective. Learning Objective: 3 AACSB Standard: 1 7. The you-viewpoint is a manipulative technique and may be used for good or bad purposes. Answer: True Page: 74 Difficulty: Medium Rationale: See discussion of this point on p. 74. Learning Objective: 3 AACSB Standard: 1 8. One advantage of using rubber-stamp expressions is that they communicate the effect of individual treatment. Answer: False Page: 70-71 Difficulty: Easy Rationale: They give the effect of routine treatment. Learning Objective: 2 AACSB Standard: 1 9. Writing in the you-viewpoint involves more than emphasizing the you and the your and de-emphasizing the I and the mine. Answer: True Page: 72-73 Difficulty: Medium Rationale: Although it involves using the you and the your it is primarily an attitude of mind that emphasizes the reader's interests. Learning Objective: 3 AACSB Standard: 1 10. Words such as "I regret to inform" are highly positive and cushion the shock of bad news. Answer: False Page: 74-75 Difficulty: Easy Rationale: As illustrated in the chapter, they are negative. Learning Objective: 4 AACSB Standard: 1 11. You-viewpoint is effective only in messages presenting favorable information. Answer: False Page: 72-73 Difficulty: Easy Rationale: It is also effective in bad-news messages. Learning Objective: 3 AACSB Standard: 1
29
Chapter 4 Writing For Effect 12. Done to the extreme, you-viewpoint can sound insincere. Answer: True Page: 74 Difficulty: Easy Rationale: When overdone it appears to be insincere and not believable. Learning Objective: 3 AACSB Standard: 1 13. Research shows the you-viewpoint is of questionable value. Answer: False Page: 74 Difficulty: Medium Rationale: As noted in the chapter, the opposite is true. Learning Objective: 3 AACSB Standard: 1 14. Words that create positive meanings in your reader's mind usually are best for achieving your message's objectives. Answer: True Page: 74-75 Difficulty: Easy Rationale: In most message situations, goodwill is an objective. Thus, emphasis on the positive is important. Learning Objective: 4 AACSB Standard: 1 15. As positive words are the most effective for achieving message goals, negative words should not be used in business messages. Answer: False Page: 74 Difficulty: Hard Rationale: Negative words have a place in some messages. Learning Objective: 4 AACSB Standard: 1 16. Negative words tend to destroy goodwill. Answer: True Page: 74 Difficulty: Easy Rationale: The text discussion s this statement. Learning Objective: 4 AACSB Standard: 1 17. It usually is good practice in writing messages to treat your reader as a member of a broad group rather than as an individual. Answer: False Page: 77 Difficulty: Medium Rationale: Individual treatment usually is preferred. Learning Objective: 5 AACSB Standard: 1
30
Chapter 4 Writing For Effect 18. As a general rule, references to the reader by name within the body of a message should be avoided. Answer: False Page: 72 Difficulty: Medium Rationale: Such references tend to personalize the message, thereby creating a positive effect. Learning Objective: AACSB Standard: 1 19. Telling the reader of a business message something she or he knows as if she or he does not know it is one good way of making a point without creating friction. Answer: False Page: 77 Difficulty: Hard Rationale: This is a form of preaching and produces negative results. Learning Objective: 5 AACSB Standard: 1 20. To the skilled message writer, writing concisely means including only the barest essentials in a message. Answer: False Page: 78 Difficulty: Medium Rationale: Such treatment produces brusque, hurried effects and destroys goodwill. The little extras are important. Learning Objective: 5 AACSB Standard: 1 21. In achieving a goodwill effect in our business messages, there are times when showing our anger produces the most positive results. Answer: False Page: 79 Difficulty: Medium Rationale: Anger leads to more anger. Learning Objective: 5 AACSB Standard: 1 22. Because most people tend to be negative, a letter cannot have too much goodwill. Answer: False Page: 79 Difficulty: Hard Rationale: The technique can be overdone. Learning Objective: 5 AACSB Standard: 1 23. Strong words such as greatest, finest, and extraordinary are highly effective in convincing readers. Answer: False Page: 80 Difficulty: Medium Rationale: Such superlatives are not often believed. Learning Objective: 5 AACSB Standard: 1
31
Chapter 4 Writing For Effect 24. A display of anger in a letter helps in achieving the objective of the letter only when the objective is to antagonize the reader. Answer: True Page: 79 Difficulty: Medium Rationale: The writer's anger produce reader anger. Learning Objective: 5 AACSB Standard: 1 25. In the interest of fairness, all of the facts we write about in a message should be given equal emphasis. Answer: False Page: 80 Difficulty: Hard Rationale: It is the writer's task to determine how much emphasis each point deserves and to give it that emphasis. Learning Objective: 6 AACSB Standard: 1 26. The beginnings and endings of a unit of written communication carry more emphasis than do the center parts. Answer: True Page: 80 Difficulty: Easy Rationale: These positions stand out. Learning Objective: 6 AACSB Standard: 1 27. Because the middle portion of a message receives major attention, this part carries more emphasis than other parts of the letter. Answer: False Page: 80 Difficulty: Medium Rationale: The beginning and ending parts stand out; thus they carry major emphasis. Learning Objective: 6 AACSB Standard: 1 28. The more you write about something, the more you emphasize it. Answer: True Page: 81 Difficulty: Medium Rationale: Volume of coverage is one means of determining emphasis. Learning Objective: 6 AACSB Standard: 1 29. Because volume adds emphasis, you can emphasize a point by placing it in a long, involved sentence so that it stands out. Answer: False Page: 81 Difficulty: Hard Rationale: Such sentences do not stand out. The shorter ones do. Learning Objective: 6 AACSB Standard: 1
32
Chapter 4 Writing For Effect 30. Longer sentences give more emphasis to their contents than do shorter sentences. Answer: False Page: 81 Difficulty: Medium Rationale: The opposite is true. Short sentences stand out, thereby giving emphasis to their contents. Learning Objective: 6 AACSB Standard: 1 31. Repetition of words can be used as a means of achieving good transition. Answer: True Page: 81 Difficulty: Easy Rationale: This is one effective technique. Learning Objective: 7 AACSB Standard: 1 32. Pronouns have little use as transition words. Answer: False Page: 81 Difficulty: Easy Rationale: They are used effectively to make transitions. They relate to nouns previously mentioned. Learning Objective: 7 AACSB Standard: 1 Multiple Choice Questions 33. Best wording of five closing statements from a business message is: A) Hoping to hear from you, I remain . . . . B) Thanking you in advance . . . . C) I shall appreciate your assistance. D) Appreciating your cooperation in this matter . . . . E) Appreciate your cooperation in this matter. . . . Answer: C Page: 70-71 Difficulty: Easy Rationale: Only this one is neither an antiquated form nor an incomplete sentence. Learning Objective: 2 AACSB Standard: 1 34. Mark the wording that is not a rubber stamp. A) We beg to advise . . . . B) Trusting to hear from you . . . . C) Deem it advisable . . . . D) This is to inform . . . . E) Please answer this request soon . . . . Answer: E Page: 70-71 Difficulty: Easy Rationale: Only this one is natural, conversational wording that is not stereotyped. Learning Objective: 2 AACSB Standard: 1
33
Chapter 4 Writing For Effect 35. The closing expression in a business message that best meets modern standards is: A) Thanking you in advance, I remain . . . . B) Thanking you in advance . . . . . C) Thank you for considering this request. D) Anticipating your favorable response, I remain . . . . E) We beg to remain, your obedient servant. Answer: C Page: 70-71 Difficulty: Easy Rationale: Only this wording is not a rubber stamp. Learning Objective: 2 AACSB Standard: 1 36. From these expressions from business messages, mark the one that best avoids a "rubber stamp" wording. A) This is to inform you . . . . B) This will acknowledge receipt of . . . . C) In accordance with your instructions . . . . D) Yes, you may use the equipment . . . . E) This is to advise that . . . . Answer: D Page: 70-71 Difficulty: Medium Rationale: Only this one is a natural expression. See examples in the chapter. Learning Objective: 2 AACSB Standard: 2 37. Mark the best of five concluding remarks that immediately precede the "sincerely yours" in a business message. A) Hoping to hear from you soon, I remain . . . . B) Assuring you of our cooperation, we remain . . . . C) Thanking you in advance for your cooperation . . . . D) We beg to remain . . . . E) I appreciate your prompt handling of this request. Answer: E Page: 70-71 Difficulty: Medium Rationale: All the others are rubber stamps. Learning Objective: 2 AACSB Standard: 1
34
Chapter 4 Writing For Effect 38. Mark the best choice of words for the beginning of a routine business message. A) I am happy to be able to answer your July 1 letter. B) Yes, we will gladly permit you to use our meeting facilities. C) I have received your request of July 1. D) This will acknowledge receipt of your July 1 letter. E) This is to inform you of our willingness to comply with your July 1 request. Answer: B Page: 70-71 Difficulty: Medium Rationale: Only this sentence does not contain a rubber-stamp expression. Learning Objective: 2 AACSB Standard: 1 39. Which of the following sentences conforms least to you-viewpoint strategy? A) You will be happy to know that we now have a complete service department. B) As a profit-minded business person, you will appreciate this new feature. C) At $39.95 each you will reap a nice profit of $9.95. D) Your request to use our facility must be denied at this time. E) Your selection of Southern Queen candies should reach you by the 12th. Answer: D Page: 70-71 Difficulty: Hard Rationale: Although all contain the pronoun you, this sentence carries a negative message that is not favorable to the reader's best interest. Such messages are best explained with you-viewpoint reasoning. Learning Objective: 3 AACSB Standard: 1 40. Which is the best example of you-viewpoint writing in these sentences? A) I am pleased to report to you that your has been approved. B) For your shopping convenience, your is now open. C) We are pleased to announce that an in your name has been opened. D) We have opened your . E) As you requested, we have opened your . Answer: B Page: 72-73 Difficulty: Hard Rationale: Only this one focuses all emphasis on the reader. The others clearly stress the writer. Learning Objective: 3 AACSB Standard: 1
35
Chapter 4 Writing For Effect 41. Mark the sentence that handles its subject most positively. A) We regret to inform you that we cannot hire you at this time. B) Although we cannot hire you now, we will hold your application for a possible future opening. C) Regretfully, we must turn down your request for employment. D) Unfortunately, we have no job vacancy at this time. E) Although all of our positions are filled, we will hold your application for possible future use. Answer: E Page: 74-75 Difficulty: Hard Rationale: All contain negative words (regret, cannot, turn down, unfortunately, no) except this one. Learning Objective: 4 AACSB Standard: 1 42. Mark the sentence that does the best job of telling bad news. A) We cannot grant you credit. B) Although we cannot grant you credit, we can offer you special discounts for cash. C) Your poor credit record does not justify our extending you credit. D) Because of your poor credit record, we must reject your application. E) Although your current position requires that we sell to you on a cash basis, we can offer you special cash discounts. Answer: E Page: 74-75 Difficulty: Hard Rationale: Only this sentence uses no negative words (cannot, does not justify, poor credit record, reject). Learning Objective: 4 AACSB Standard: 1 43. The most positive of the following words is: A) mistake. B) bloody. C) damage. D) refuse. E) situation. Answer: E Page: 74-75 Difficulty: Medium Rationale: Only this one is not clearly negative. It is neutral and would be negative only with additional modifying words. Learning Objective: 4 AACSB Standard: 1
36
Chapter 4 Writing For Effect 44. Which of these sentences contains the most positive wording? A) Surely you can understand why we must limit your credit. B) We ask you to understand why we must refuse credit. C) Because your ratio is below this minimum, we cannot grant credit at this time. D) You will understand, I feel sure, why we must limit credit to those whose assetsto-liabilities ratio exceeds the two-to-one minimum. E) I sincerely regret that we are not able to grant credit at this time. Answer: D Page: 74-75 Difficulty: Hard Rationale: Only this one is written without negative words (limit, refuse, cannot, regret.) Learning Objective: 4 AACSB Standard: 1 45. Mark the most positive of the following wordings. A) I regret to inform you . . . . B) We cannot permit . . . . C) Your problem is regrettable . . . . D) Here is a solution to . . . . E) Your broken china . . . . Answer: D Page: 74-75 Difficulty: Medium Rationale: Only this one contains no negative words or thoughts (regret, cannot, problem, regrettable, broken). Learning Objective: AACSB Standard: 1 46. Mark the most positive of these five sentences. A) Talking is permitted during the break only. B) You may not talk at any time class is in progress. C) Do not talk during class time. D) You are prohibited from talking during class. E) Talking is not permitted during class time. Answer: A Page: 74-75 Difficulty: Medium Rationale: Only this sentence does not contain a negative word (not, prohibited) Learning Objective: 4 AACSB Standard: 1
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Chapter 4 Writing For Effect 47. Which sentence is least likely to produce a preaching impression in the mind of a retailing executive? A) As you know, savings from cash discounts can be significant. B) Save big money today by taking the cash discount. C) Savings from cash discounts can be significant. D) Take the cash discount and save money. E) A wise retailer takes cash discounts and saves money. Answer: A Page: 77 Difficulty: Hard Rationale: As the subject is elementary to the retailer, one should take care to avoid a lecturing tone. By making it clear that the writer knows the reader understands this elementary point, this sentence avoids offending the reader. Learning Objective: 5 AACSB Standard: 1 48. The term that is not one of the four major emphasis devices is: A) tense. B) space. C) position. D) sentence structure. E) mechanical devices. Answer: A Page: 80-81 Difficulty: Easy Rationale: Tense is not an emphasis device. Learning Objective: 6 AACSB Standard: 1 49. In giving proper emphasis to an important point, you should place it in: A) a dependent clause. B) an independent clause in a compound sentence. C) a simple sentence. D) any sentence form but in the middle of a long paragraph. E) a compound sentence in parentheses. Answer: C Page: 80-81 Difficulty: Easy Rationale: The information in such sentences does not have to compete for attention with other information in the sentence. Learning Objective: 6 AACSB Standard: 1
38
Chapter 4 Writing For Effect 50. Which of these positions in a letter would give greatest emphasis? A) First sentence of the last paragraph B) First sentence of the first paragraph C) Last sentence of the first paragraph D) Middle sentence of the middle paragraph E) Last sentence of the middle paragraph Answer: B Page: 80-81 Difficulty: Medium Rationale: The beginning and ending sentences carry more emphasis than any of the others. Learning Objective: 6 AACSB Standard: 1 51. The best advice for using transition devices is to use them: A) at the beginning of each topic. B) at the end of each topic. C) at the beginning and end of each topic. D) at the beginning and end of each topic and internally. E) wherever they are needed to avoid abrupt thought shifts. Answer: E Page: 81 Difficulty: Medium Rationale: They should not be used arbitrarily. Learning Objective: 7 AACSB Standard: 1 52. Indicate the one best means of achieving coherence in a letter. A) Repetition of key words B) Use of transition words C) Use of pronouns D) Logical arrangement E) Use of tie-in sentences Answer: D Page: 81 Difficulty: Hard Rationale: All are coherence techniques, but logical arrangement is the most effective of those techniques mentioned. Learning Objective: 7 AACSB Standard: 1
39
Chapter 4 Writing For Effect 53. Mark the sentence that ties in best with this first sentence of a business letter: "Your thorough and objective review of the facts concerning your Mini-Photo camera tells us that you are one who wants to get all the facts before making a decision." A) We have found some additional evidence. B) That is why we know that you will want to consider some additional information we have uncovered. C) Apparently you did not know that the camera has been dropped. D) Other information is as follows. E) So that you may be fully satisfied with the Mini-Photo, we make it to withstand rough treatment. Answer: B Page: 81 Difficulty: Hard Rationale: Only this one has a thought tie-in that builds from the first sentence. Learning Objective: 7 AACSB Standard: 1
40
Chapter 1—Test Bank
Career Success Begins With Communication Skills
DIFFICULTY (DIF)
TYPE
OTHER CODES
5 = Most difficult
Ap: Application question
ANS: Answer
3 = Average difficulty
Con: Conceptual question
REF: Page Reference
1 = Least difficult
Def: Definition
OBJ: Chapter Objective NOT: Note (/explanations) AAC: AACSB Competencies
Multiple Choice
1. One of the fastest ways to ensure your career success is to a. learn how to design Web pages. b. post a persuasive résumé online. c. develop excellent communication skills. d. invite your boss out to lunch periodically.
ANS: c
REF: p. 2
TYPE: Con
DIF: 3
TOP: Communication Skills: Your Ticket to Work or Your Ticket Out the Door NOT: Developing excellent communication skills is one of the fastest ways to ensure your career success. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. On the job you are more likely to be taken seriously and promoted if you a. look and sound professional. b. frame your degree or certificate and hang it on your office or cubicle wall. c. appear to be busy even when you’re not really doing anything. d. do all of the above.
ANS: a
REF: pp. 4-5
TYPE: Con
DIF: 3
TOP: Professionalism Counts With Employers NOT: If you look and sound professional while working, you are more likely to be taken seriously and promoted. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. Because the U.S. economy is increasingly _____________ based, education is extremely important. a. politically b. production c. knowledge d. labor
ANS: c
REF: p. 9
TYPE: Con
TOP: How Does Your Education Affect Your Income?
DIF: 3
NOT: Because the U.S. economy is increasingly knowledge based, education is extremely important. Two thirds of all new jobs require some kind of postsecondary education. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Major trends in today’s dynamic world of work include increased emphasis on selfdirected work groups and virtual teams, heightened global competition, innovative communication technologies, new work environments, and focus on a. creating an entirely online presence. b. promoting from within. c. restructuring and downsizing. d. information and knowledge as corporate assets.
ANS: d
REF: p. 7
TYPE: Con
DIF: 3
TOP: Succeeding in the Changing World of Work NOT: A major trend in the new world of work includes a focus on information and knowledge as corporate assets. Corporate America is increasingly aware that information is the key to better products and increased profitability. Other trends in today’s workplace include flattened management hierarchies and more participatory management. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
5. Communication is defined as “the transmission of information and meaning from one individual or group to another.” The crucial element of this definition is _______________. a. transmission. b. information. c. meaning. d. all of the above are equally important.
ANS: c
REF: p. 7
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Communication is successful only if meaning is exchanged, making “meaning” the crucial element. You can send information; but if it means nothing to the receiver, true
communication has not occurred. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The communication process begins when the sender a. determines the appropriate communication channel. b. has an idea. c. encodes an idea into a message. d. plans for .
ANS: b
REF: p. 10
TYPE: Con
TOP: Understanding the Communication Process
DIF: 3
NOT: The communication process begins when the sender has an idea. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Many of us are poor listeners because a. the brain can process information at least three times as fast as people talk. b. we tend to “tune out” speakers whose ideas run counter to our own. c. we would rather talk than listen. d. All answer choices are correct.
ANS: d
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Many of us are poor listeners because our brains can process information faster than speakers talk, because we tend to “tune out” speakers whose ideas run counter to our own, and because we would rather talk than listen. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. You can improve your listening skills if you follow tips for active listening, including a. keeping an open mind, establishing a receptive mind-set, and listening between the lines. b. establishing a receptive mind-set, concentrating on appearance and delivery, and sifting information through biases. c. capitalizing on lag time, concentrating on your next comment, and taking as many notes as possible. d. All answer choices are correct.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Improving Listening Skills NOT: Active listening tips include stopping your talking, controlling your surroundings, establishing a receptive mind-set, keeping an open mind, listening for main points, capitalizing on lag time, listening between the lines, judging ideas and not appearances, holding your fire, taking selective notes, and providing . They do not include using
biases or concentrating on appearances or your own next comment. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. Your boss is giving instructions for a new method of keeping expense s. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing? a. Language problem barrier b. Psychological barrier c. Physical barrier d. Nonverbal distraction barrier
ANS: b
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: You are experiencing a psychological barrier. Psychological barriers result from having different cultural, ethical, and personal values, including preconceived thoughts. Language barriers refer to word choices, physical barriers refer to problems in the setting, and nonverbal barriers refer to body language and other delivery dynamics. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
10. A listener who nods her head and maintains eye with a speaker is probably a. listening actively to what the speaker is saying. b. not understanding what the speaker is saying. c. faking attention while she listens to music on her MP3 player. d. formulating her response to a point with which she disagrees.
ANS: a
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: While it is possible this listener is confused, faking attention, or considering a snappy comeback, the eye and head nodding probably indicate she is listening actively to and is interested in the speaker’s message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
11. Brian is attending a seminar on workplace efficiency and must make a presentation on this topic when he returns to work. Brian can increase his comprehension by keeping an open mind, listening for main points, taking selective notes, and a. closing his eyes. b. speaking up immediately when he does not agree with the speaker. c. filling in the lag time by reviewing in his mind other things he must do that day. d. judging ideas, not appearances.
ANS: d
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Brian will comprehend better, and probably make a better presentation back at work, if he judges ideas and not appearances. If he disagrees with the speaker, he should
not immediately speak up, and he should not let his mind wander to other tasks he needs to do. He also needs to maintain eye with the speaker. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
12. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she using to improve listening? a. Keeping an open mind b. Establishing a receptive mind-set c. Capitalizing on lag time d. Controlling her surroundings
ANS: d
REF: p. 12
TYPE: Ap
TOP: Keys to Building Powerful Listening Skills
DIF: 5
NOT: Active listeners strive to do all of these, but Amelia is focusing on controlling her surroundings by removing as many competing sounds and distractions as possible. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. Which of the following is considered a form of nonverbal communication? a. Facial expressions, such as a frown or raising the eyebrows b. Eye , such as staring or avoiding looking someone in the eye c. Time, such as showing up too late or too early d. All of the above are forms of nonverbal communication
ANS: d
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: All of the options listed are forms of nonverbal communication. Facial expressions, eye , and use of time are just a few examples of forms of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Nonverbal communication includes a. all unwritten and unspoken messages, intended or not. b. only body language and gestures that accompany a spoken message. c. only eye and facial expressions that the meaning of the words. d. only cues that reveal agreement with or contradiction of the verbal message.
ANS: a
REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal communication is all communication except the actual words (verbal communication). Body language, eye , gestures, and facial expressions are only a part of nonverbal communication. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Most people think that the best predictor of a speaker’s true feelings is his or her
a. facial expressions. b. posture. c. gestures. d. eyes.
ANS: d
REF: p. 13
TYPE: Con
DIF: 3
TOP: How the Eyes, Face, and Body Send Silent Messages NOT: While all of these types of nonverbal communication may provide some indication of the speaker’s feelings, most people think that the eyes are the best predictor of a speaker’s true feelings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
16. Suzanne wants to make a good impression during a job interview. What should she do? a. Avoid eye with her interviewer in order to show respect. b. Slump down in her chair to show that she’s relaxed. c. Wear professional business attire. d. She should do all of the above.
ANS: c
REF: p. 15
TYPE: Ap
DIF: 5
TOP: How Appearance Sends Silent Messages NOT: Suzanne should wear professional business attire to send a positive message to the interview. She should also maintain eye to signal interest, attentiveness, strength, and credibility. In addition, she should encourage communication and interaction by leaning forward, sitting erect, and looking alert during the interview. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Melissa noticed that Stephen slammed his desk drawer right after he said that he was happy to work late. Melissa should a. tell Stephen that he should behave more professionally. b. respond to the verbal message only and thank him for working late. c. politely seek additional information by saying, I’m not sure that you really want to stay late. Do you have somewhere you need to be? d. fire Stephen for insubordination.
ANS: c
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: When you perceive nonverbal cues that contradict verbal meanings, politely probe for more information. You can improve communication and resolve confusion by asking a sincere, polite question. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Every country has a unique culture or common heritage that a. teaches its how to behave and conditions their reactions.
b. results from a common gene pool. c. is created by a structured educational system. d. comes from an orderly system of government and laws.
ANS: a
REF: p. 16
TYPE: Con
DIF: 3
TOP: How Culture Affects Communication NOT: Every country has a unique culture or common heritage that teaches its how to behave and conditions their reactions. This culture or common heritage has nothing to do with a common gene pool. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
19. Communicators in _____________ cultures (such as those in North America, Scandinavia, and ) depend little on the context of a situation to convey their meaning. They tend to be logical, analytical, and action oriented. a. high-context b. Asian c. ancient d. low-context
ANS: d
REF: pp. 16-17 TYPE: Con
DIF: 3
TOP: Context NOT: Communicators in low-context cultures tend to be logical, analytical, and actionoriented. They depend little on the context of a situation to convey meaning. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
20. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural dimension of a. individualism. b. formality. c. communication style. d. time orientation.
ANS: c
REF: p. 18
TYPE: Con
DIF: 3
TOP: Communication NOT: In business situations, North Americans tend to value straightforwardness and are suspicious of evasiveness. These values illustrate communication style. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. An American businessperson who thinks that all Swiss are hard-working, efficient, and neat is illustrating an example of
a. ethnocentrism. b. tolerance. c. stereotyping. d. a cultural norm.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: The belief that all of a group have the same behavioral pattern is stereotyping and not ethnocentrism, tolerance, or a cultural norm. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
22. Robert frequently comments that he likes working independently because that’s the American way—and the American way is the best way! Robert’s belief in the superiority of his own culture is an example of a. stereotyping. b. individualism. c. ethnocentrism. d. communication style.
ANS: c
REF: p. 19
TYPE: Ap
DIF: 5
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism reveals itself in statements such as “The American way is the best way.” This type of ethnocentrism may be accompanied by stereotyping, which is an oversimplified behavior pattern applied to entire groups. Neither of these beliefs is likely to help you communicate with other cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
23. Working with people from other cultures will requires tolerance. One of the best ways to become more tolerant is by a. practicing empathy. b. increasing your individualism. c. encouraging ethnocentrism. d. knowing your communication style.
ANS: a
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Tolerance requires you to have sympathy for and appreciation of the customs of other cultures. You develop this tolerance through practicing empathy, which helps you to see the world through another’s eyes. If you are more individualistic or ethnocentric, you will probably have less tolerance. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
24. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short sentences and short, familiar words. But she noticed that the customer had a glazed expression and did not understand her. Zoe should a. repeat what she has said in a louder voice. b. graciously accept the blame for not making her meaning clear. c. end the conversation until an interpreter can be found. d. require the Italian businessperson to restate the message in simple words.
ANS: b
REF: p. 20
TYPE: Ap
DIF: 5
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: Zoe did well to speak slowly, simply, and clearly with this customer. Now she should graciously accept the blame for not being clear instead of repeating the same words more loudly or asking the other person to restate her message. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen without interrupting, and a. follow up in writing. b. avoid smiling, which might make you appear to lack seriousness. c. use vocabulary words that will impress the listener. d. assume that the listener understands if he or she nods and smiles in agreement.
ANS: a
REF: p. 20
TYPE: Con
DIF: 3
TOP: How to Minimize Oral Miscommunication Among Intercultural Audiences NOT: When speaking with someone for whom English is a second language, you should confirm the results and agreements in writing. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
26. When writing for a multicultural audience, you are more likely to be understood if you use short sentences and short paragraphs and if you include a. slang, such as This product really rocks! b. idioms, such as You can improve your bottom line by using this product. c. acronyms, such as ASAP. d. action-specific verbs, such as e-mail me if you have any questions rather than me if you have any questions.
ANS: d
REF: pp. 20-21 TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: A multicultural audience is less likely to understand American slang, idioms, or acronyms. The audience is more likely to understand clear writing that uses short sentences, short paragraphs, and action-specific verbs. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
27. Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the contract? a. Use figures for all dates for clarity. b. Use American currency figures. c. Use figures instead of spelling them out. d. Do all of the above.
ANS: c
REF: p. 21
TYPE: Ap
DIF: 5
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: In citing numbers, Max should use figures (for example, 15) instead of spelling them out (for example, fifteen). He should convert dollar figures into local currency and avoid using figures to express months. For clarity, he should instead spell out the month.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
28. Which of the following is a benefit of a diverse work environment? a. Better ability to create the products that consumers desire b. Fewer discrimination lawsuits, fewer union clashes, and less government regulatory action c. Improvement of employee relationships and increased productivity d. All of the above are benefits of a diverse work environment.
ANS: d
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: Organizations that hire employees with various experiences and backgrounds are better able to create the products that consumers desire. In addition, organizations that set aside time and resources to cultivate and capitalize on diversity will suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action. Most important is the growing realization among organizations that diversity is a critical bottomline business strategy to improve employee relationships and to increase productivity. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
29. Megahertz Technology Solutions, Inc. recently suffered a discrimination lawsuit. Advice to improve its workforce diversity is likely to include understanding the value of differences, providing diversity training for employees, building on similarities, and a. hiring a more homogenous work group. b. making fewer assumptions. c. requiring all employees to use jargon that conveys stereotypes. d. making sure all employees conform to a standard company culture.
ANS: b
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Megahertz Technology Solutions, Inc. can capitalize on workforce diversity by understanding the value of differences, by providing diversity training for employees, by building on similarities, and by making fewer assumptions. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
30. Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own and other cultures, and a. seek common ground. b. help others conform. c. avoid noticing differences. d. All answer choices are correct.
ANS: a
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences
NOT: Successful communicators avoid assumptions; learn about all cultures; invite, use, and give ; and seek common ground. Pretending differences don’t exist or trying to help others conform will not improve your communication success with diverse populations who desire to be recognized and respected. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
True-False
1. In making hiring decisions, employers often rank communication skills among the most requested competencies.
ANS: T
REF: p. 2
TYPE: Con
DIF: 3
TOP: The Importance of Communication Skills to Your Career NOT: Employers often rank communication skills among the most requested competencies in making hiring decisions. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. Because of today’s communication technology, writing skills are less important than in the past.
ANS: F
REF: p 3
TYPE: Con
DIF: 3
TOP: Why Are Writing Skills Increasingly Important? NOT: Writing skills are particularly important on the job today because people are writing more than ever before and because many people work together but are not physically together. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Use of information technology; Tier 2—Communication evolution
3. We are born with the ability to read, listen, speak, and write.
ANS: F
REF: p. 6
TYPE: Con
DIF: 3
TOP: Using This Book to Build Your Career Communication Skills NOT: The abilities to read, listen, speak, and write effectively are not inborn. When it comes to communication, it is more nurture than nature. Good communicators are not born; they are made. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. Theresa will be working with Alex on a virtual team to develop a new marketing plan. Because they won’t meet face to face, their work will be less dependent on good communication skills.
ANS: F
REF: p. 7
TYPE: Ap
TOP: Succeeding in the Changing World of Work
DIF: 5
NOT: Theresa and Alex are among many employees who are working on virtual teams. This means they will be more dependent on their communication skills to work together effectively. AAC: Tier 1—Patterns; Tier 2—Teamwork AAC: Tier 1—Use of information technology; Tier 2—Asynchronous messaging, Synchronous messaging, Communication evolution AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
5. The central objective of communication is the transmission of meaning.
ANS: T
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: Simply putting a message out, whether spoken or written, does not meet the purpose of communication. Meaning must be sent and received. The transmission of the words must result in understanding for communication to occur. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. Anything that disrupts the transmission of a message in the communication process is called noise.
ANS: T
REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Anything that disrupts the transmission of a message in the communication process is called noise. Channel noise ranges from static that disrupts a telephone conversation to spelling errors in an e-mail message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. Words have the same basic meanings for everyone; therefore, messages communicated verbally are always understood.
ANS: F
REF: p. 10
TYPE: Con
DIF: 3
TOP: Understanding the Communication Process NOT: A major problem when communicating any message verbally is that words have different meanings for different people. This is why skilled communicators try to use familiar words with concrete meanings. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. After explaining a new procedure to her employees, Amy asks, “Is there anything that wasn’t clear?” She is asking this question to encourage .
ANS: T
REF: pp. 10-11 TYPE: Ap
DIF: 5
TOP: Understanding the Communication Process NOT: Amy can encourage by asking questions such as “Is there anything that wasn’t clear?” AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
9. Most people listen with 50 percent or higher efficiency.
ANS: F
REF: p. 11
TYPE: Con
DIF: 3
TOP: Improving Listening Skills NOT: Some researchers suggest that we listen at only 25 percent efficiency. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
ANS: F
REF: p. 11
TYPE: Con
DIF: 3
TOP: Barriers to Effective Listening NOT: Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy surroundings. Psychological barriers occur because we each bring a unique set of cultural, ethical, and personal values to the communication process.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
11. If you want to become a better listener, your first step is to stop talking.
ANS: T
REF: p. 12
TYPE: Con
DIF: 3
TOP: Keys to Building Powerful Listening Skills NOT: It is human nature to prefer to talk than to listen. To improve listening skills, you must, indeed, stop talking and listen more to practice active listening skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
12. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should take complete notes of everything said.
ANS: F
REF: p. 12
TYPE: Ap
DIF: 5
TOP: Keys to Building Powerful Listening Skills NOT: Good listeners take selective notes of the most important points, but do not allow the note-taking process to interfere with concentration on the total message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
13. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
ANS: F
REF: p. 13
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
14. Both your personal appearance and the physical appearance of your business documents transmit immediate and important nonverbal messages.
ANS: T
REF: p. 15
TYPE: Con
DIF: 3
TOP: How Appearance Silent Sends Messages NOT: Employees send important nonverbal messages to others through their physical appearance and through the way their business documents look. Both personal appearance and the physical appearance of a document can have a positive or a negative effect on the receiver. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
15. Zach’s company does business globally. By associating with people from diverse cultures, Zach can widen his knowledge of intercultural messages and can increase his tolerance of differences.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: Associating with other cultures, both at work and at leisure, can improve your nonverbal skills by widening your knowledge of and tolerance for intercultural nonverbal messages. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
16. Greg will be the student speaker for graduation. To ensure that his nonverbal cues his verbal message, he should ask friends and family to monitor his conscious and unconscious body movements and gestures.
ANS: T
REF: p. 15
TYPE: Ap
DIF: 5
TOP: Keys to Building Strong Nonverbal Skills NOT: You can ensure that your verbal and nonverbal messages match by asking family and friends to observe your presentation to monitor your nonverbal behavior. Another effective technique is to videotape yourself so that you can evaluate your presentation skills.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
17. Joseph will be traveling to South America to increase sales for his company. Because the meanings of nonverbal gestures are similar in all cultures, Joseph can indicate that everything is OK with his South American customers by using his thumb and forefinger to form a circle.
ANS: F
REF: p. 16
TYPE: Ap
DIF: 5
TOP: How Culture Affects Communication NOT: The meanings of many nonverbal gestures differ from culture to culture. Don’t assume that a familiar American gesture has universal meaning. In fact, forming the thumb and forefinger in a circle is obscene in South America. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
18. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North American culture.
ANS: T
REF: pp. 17-18 TYPE: Ap
DIF: 5
TOP: Individualism NOT: As a typical North American, Laura tends to value individualism and responsibility. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
19. Bijan and his family place great emphasis on tradition, ceremony, and social rules. Bijan is most likely a member of a low-context culture.
ANS: F
REF: p. 18
TYPE: Ap
DIF: 5
TOP: Formality NOT: People in high-context cultures place more emphasis on tradition, ceremony, and social rules than of low-context cultures do.
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
20. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
ANS: T
REF: pp. 18-19 TYPE: Con
DIF: 3
TOP: Time NOT: North Americans consider time a precious commodity. They correlate time with productivity, efficiency, and money. Keeping people waiting for business appointments wastes time and is rude. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
21. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.
ANS: F
REF: p. 19
TYPE: Con
DIF: 3
TOP: Controlling Ethnocentrism and Stereotyping NOT: Ethnocentrism is the belief in the superiority of one’s own culture. It is wise to be tolerant in cross-cultural communication, but ethnocentrism can handicap communication. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
22. For international trade it is a good idea to learn and use the metric system.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: How to Minimize Written Miscommunication Among Intercultural Audiences NOT: Because the metric system is so widely used throughout the world, for international trade it is a good idea to learn and use this system. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
23. Developing a diverse staff that can work together cooperatively is one of the biggest challenges facing business organizations today.
ANS: T
REF: p. 21
TYPE: Con
DIF: 3
TOP: Benefits of a Diverse Workforce NOT: One of the biggest challenges facing business organizations today is developing a diverse staff that can work together cooperatively. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
24. Because Ryan has never met a person from , he is worried about traveling there to do business for his company. Ryan could reduce his worry by attending a meeting of the local German club and interacting with its from .
ANS: T
REF: p. 22
TYPE: Ap
DIF: 5
TOP: Improving Communication Among Diverse Workplace Audiences NOT: The fear of the unknown is a common feeling that decreases as you interact with diverse people. By meeting some Germans before he travels, Ryan is likely to reduce his worries. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis
25. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike in order to reduce conflicts.
ANS: F
REF: p. 22
TYPE: Con
DIF: 3
TOP: Improving Communication Among Diverse Workplace Audiences NOT: Diversity makes an organization innovative and creative. Sameness fosters an absence of critical thinking called “groupthink.”
AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
Fill-in-the-Blank
1. ______________ skills refer to reading, listening, nonverbal, speaking, and writing skills.
ANS: Communication REF: p. 3
TYPE: Def
DIF: 1
TOP: The Importance of Communication Skills to Your Career NOT: Communication skills refer to reading, listening, nonverbal, speaking, and writing skills. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
2. ___________________ is defined as “the transmission of information and meaning from one individual or group to another.”
ANS: Communication REF: p. 7
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: Communication is “the transmission of information and meaning from one individual or group to another.: AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
3. In the communication process, _______________ means converting an idea into words or gestures that will convey meaning.
ANS: encoding REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the sender converts an idea into words or gestures, the communicator is encoding the message. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
4. When you decide the spoken or written means by which you will send a message, you have selected the _______________ of communication.
ANS: channel REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The channel is the means by which a message is transmitted. Channels include both spoken and written means. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives
5. When the receiver translates the message from its symbol form into meaning, it is known as _____________.
ANS: decoding REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: When the receiver translates the message from its symbol form into meaning, it is known as decoding. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
6. The verbal and nonverbal responses of the receiver create ___________, a vital part of the entire communication process that helps the sender know that the message was received and understood.
ANS: REF: p. 10
TYPE: Def
DIF: 1
TOP: Understanding the Communication Process NOT: The verbal and nonverbal responses of the receiver create , a vital part of the entire communication process that helps the sender know that the message was received and understood. AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
7. __________ cues include eye , facial expression, body movements, space, time, territory, and appearance.
ANS: Nonverbal REF: p. 12
TYPE: Con
DIF: 3
TOP: Enhancing Your Nonverbal Communication Skills NOT: Nonverbal cues include eye , facial expression, body movements, space, time, territory, and appearance.
AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
8. According to a model developed by cultural anthropologist Edward T. Hall, _______________ refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high.
ANS: context REF: p. 16
TYPE: Def
DIF: 1
TOP: Context NOT: According to a model developed by cultural anthropologist Edward T. Hall, context refers to the stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high. AAC: Tier 1—Diversity; Tier 2—Contexts AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
9. The belief in the superiority of one’s own culture is known as ____________. This natural attitude is found in all cultures.
ANS: ethnocentrism REF: p. 19
TYPE: Def
DIF: 1
TOP: Controlling Ethnocentrism and Stereotyping NOT: The belief in the superiority of one’s own culture is known as ethnocentrism. This natural attitude is found in all cultures. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
10. ______________ means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop this trait is to practice empathy.
ANS: Tolerance REF: p. 19
TYPE: Def
DIF: 1
TOP: Comparing Key Cultural Values NOT: Tolerance means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop tolerance is to practice empathy. AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion
1 Student: ___________________________________________________________________________
1.
Communication ranks at or near the top of the business skills needed for success. True False
2.
The higher the position in an organization, the more important communication skills become. True False
3.
Text messaging is a form of oral communication. True False
4.
Poor communication results in misunderstandings but does not affect an organization monetarily. True False
5.
The ability to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly is called social intelligence. True False
6.
The ability to create and interpret graphics is called visual literacy. True False
7.
Widespread use of the Internet has increased companies' attention to social responsibility. True False
8.
A business’s communication with its suppliers is a typical example of internal-operational communication. True False
9.
Personal communication interferes with good work relationships and should be prohibited in the workplace. True False
10. The main lines of operational communication in a business is the formal network. True False 11. The informal network inside an organization is also referred to as the grapevine. True False 12. The kind and amount of communicating a business does is independent of the nature of the business. True False 13. The official culture and the actual culture in a company are not necessarily the same. True
False
14. Imagination and creativity are for the creative disciplines. Business communication problems should be solved using standard formulas. True False 15. All business communicators at an advanced level share essentially the same vocabulary because they are all accomplished professionals. True False 16. Sensing a need for communication typically occurs at the recipient's end in the business communication process. True False
17. Solving a communication problem is typically a linear process. True False 18. Interpretation of a message occurs at the recipient's end in the business communication process. True False 19. No two people have identical contexts or mental "filters." True False 20. Bying is a communication problem that occurs when a sender and receiver attach completely different meanings to the same words. True False 21. _____ is a type of oral communication. A. An email B. A telephonic conversation C. Text messaging D. A letter E. Instant messaging 22. Which of the following statements is true about email? A. Email came into existence during the 1950s. B. Email has entirely replaced phone and face-to-face conversations. C. Email is a form of oral communication. D. Email allows a communicator to reach only one person at a time. E. Email is a type of new media. 23. _____ is a typical example of new media. A. Text messaging B. Postcard C. Printed report D. Letter E. Memo 24. _____ are typical examples of new media. A. Podcasts B. Postcards C. Printed reports D. Letters E. Memos 25. Which of the following is a major trend in the present business arena? A. Increased popularity of hierarchical company structures B. Decreased diversity of employees in the workplace C. Increased focus on corporate social responsibility D. Increased rejection of the new media E. Decreased usage of electronic correspondence by business writers 26. Social intelligence is best defined as the ability to: A. efficiently practice free riding when working in a group. B. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. C. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. D. uphold the social beliefs of your community. E. organize and subsequently supervise a group of people to achieve a common goal.
27. Baby Boomers are people: A. with more than three children. B. who were born soon after World War II. C. who were brought up in more than one cultural background. D. who population control strategies. E. with children in more than one country. 28. _____ is best defined as the ability to understand and adapt to the preference for individualism or collectivism, religious beliefs, political environment and ideas about social hierarchy of different countries. A. Cross-cultural competency B. Analytical skill C. Computational thinking D. Visual literacy E. Corporate social responsibility 29. Which of the following statements is true about increasing globalism and workplace diversity? A. The attitudes about punctuality and efficiency remains constant among businesspeople around the world. B. Countries and cultures seem to be less interconnected as businesses expand their reach around the world. C. Increase in globalism has resulted in the requirement for cultural agility. D. People around the world share standardized notions of business and communication. E. Cultural differences are the sole reason for workplace diversity. 30. Computational thinking is best defined as the ability to: A. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. B understand and adapt to other people's preference for individualism or collectivism, political . environment and ideas about social hierarchy of different countries. C. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. D. determine the deeper, underlying meaning or significance of messages expressed by people. E. manipulate people into accepting one’s viewpoint regarding religion. 31. The ability to effectively work with data through interpretation, recognize patterns in them, derive databased decisions, and use data to generate favorable outputs is most accurately referred to as _____. A. data recognition B. computational thinking C. emotional quotient D. visual literacy E. bying 32. The ability to meaningfully, accurately, and efficiently create and interpret pictures and other graphics is most accurately called: A. cross-cultural competency. B. information literacy. C. verbal literacy. D. emotional quotient. E. visual literacy. 33. Social intelligence, which is the ability of people to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly, is a type of _____. A. computational thinking B. interpretive skill C. visual literacy D. technological competence E. bying
34. The widespread use of the Internet, which has resulted in an increased transparency in organizations’ business practices and an increased ability to the public has: A. resulted in an increased focus in developing a socially responsible image. B. laid restrictions on the quick spread of negative information. C. had an adverse affect on workforce diversity. D. reduced the need for strong analytical skills. E. eliminated the need for external-operational communication. 35. Which of the following is true about internal-operational communication? A. It mainly includes the orders and instructions that supervisors give to their employees. B. It mainly includes a business’s communication with its suppliers. C. It mainly includes a business’s communication with its customers. D. It mainly includes a business’s communication with government agencies. E. It mainly includes the instructions that supervisors of a company give to vendors. 36. Which of the following is true about external-operational communication? A. It includes the orders and instructions that supervisors give to their employees. B. It includes a business’s communication with its vendors. C. It includes the personal interaction between employees of a company. D. It includes the informal interaction between the supervisor and the subordinates. E. It includes the formal communication between the of a functional group. 37. Which of the following is an internal audience for a private sector organization? A. Its competitors B. Its customers C. Its employees D. Its suppliers E. Government officials 38. Which of the following is an example of internal-operational communication? A. A letter addressed by a consumer to the customer care service of an organization that provides postpurchase B. A memo containing the production and sales target for an organization C. An order form submitted to an organization’s supplier of raw materials D. A letter addressed to a government official E. An ment put on a company’s website for the general public 39. A memorandum reporting a shortage of certain goods written by the warehouse supervisor of Yellow Lamination Inc. to the company's purchasing department is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. grapevine communication. E. internal-external communication. 40. An angry customer calls the public relations department of Uranus Inc. to complain about a defect in the company's product. Such a communication is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. internal-external communication. E. grapevine communication.
41. Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. Discussion between the heads of two companies about the possibility of a merger between their companies D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work 42. Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. ments that companies put up on their websites for the general public D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work 43. In the context of the external audiences of today’s businesses, suppliers, contractors, distributors, shippers, and contract workers are referred to as: A. regulatory agents. B. public groups. C. industry partners. D. core business partners. E. community groups. 44. Which of the following statements is true about personal communication? A. Personal communication is a type of external-operational communication. B. Internal-operational communication does not include personal elements. C. An external-operational communication often contains elements of personal communication. D. The productivity of an employee is unaffected by personal communication. E. Personal communication is typically regulated by the formal network. 45. Which of the following best illustrates a personal communication? A. A list of targets prepared by a supervisor for the subordinates B. A business proposal sent to the top management of an organization C. A formal letter written to the general manager of a company D. A mail to a supplier thanking him for the Christmas card he had sent E. A letter to the government of a country requesting permission to establish trade with its organizations 46. The major, well-established channels for information exchange within an organization are collectively called its _____. A. personal communication network B. formal network C. core business partners D. regulatory agents E. grapevine network 47. Which of the following is true about the formal network of an organization? A. The formal channel includes the upward movement of information in an organization. B. The formal channel does not include the downward movement of information in an organization. C. The formal channel does not include the lateral movement of information in an organization. D. The formal channel chiefly comprises all the personal communications within an organization. E. The formal channel chiefly comprises all the personal communications between an organization and its regulatory agents.
48. Which of the following is true about the informal network of an organization? A. It consists of the major, well-established channels for information exchange. B. It forms the main lines of operational communication. C. It is simple and follows a set pattern. D. It runs alongside the formal network. E. It is called a grapevine when it exists outside an organization. 49. The grapevine of an organization is best defined as: A. the formal network within an organization. B. the formal network that exists outside a organization. C. the main lines of operational communication. D. the informal network within an organization. E. the formal network used by an organization to communicate with its competitors. 50. Skillful managers are most likely to deal with their organization's grapevine by: A. controlling it with strict rules. B. eliminating the network. C. recognizing its presence and using the network. D. ignoring it as long as it does not involve of the organization. E. feeding it with gossip and rumors. 51. Which of the following statements is true about business communication within an organization? A An organization dealing in repair services is most likely to require far more communication than an . organization dealing in automobile manufacturing. B Businesses in a comparatively stable environment tend to depend on established types of formal . communication in a set organizational hierarchy. C. Simpler organizations typically require more communication as compared to complex organizations. D. The geographic dispersion of an organization does not affect its internal communication. E The communication of homogeneous organization requires more adaptation to participants’ values than . that of a multicultural organization. 52. Which of the following statements is true about organizational culture? A. Organizational culture is independent of an organization’s communication. B The communication of a multicultural organization requires more adaptation to participants’ values . than that of a relatively homogeneous organization. C. The focus on organizational culture by management consultants and theorists has drastically decreased over time. D. The official organization culture is the same as the actual organizational culture. E. Organization culture is the customary way of perceiving things and is rarely stated. 53. Which of the following statements is true about the actual organizational culture? A. It is invariably the same as the official organizational culture. B. It remains the same across organizations. C. It is formally promoted through the company’s mission statement like the official culture of the company. D. It is not advisable for a communicator to for the actual organizational culture of a client. E. The organizational culture of an organization is often unstated. 54. Which of the following best illustrates an ill-defined problem? A. The task of calculating the annual profits of a company B. The task of calculating the money left in a department’s budget C. The task of counting the number of hours an employee stays in the office D. The task of communicating a bad news to an employee E. The task of deciding how much money to return to a customer during an approved complete refund
55. Which of the following statements is true about ill-defined problems? A. Ill-defined problems can be solved by using a set formula. B. The communication process involved in solving an ill-defined problem cannot be recursive. C. Most ill-defined problems come in neat packages with the path to the best solution clearly implied. D. Different people handle ill-defined problems differently. E. Every ill-defined problem has a unique and perfect solution. 56. Which of the following approaches will be most effective for solving business communication problems? A. Relying exclusively on heuristics to solve problems because they have worked in past situations B. Treating all communication situations as well-defined problems C. Using standardized solutions for solving business problems D. Considering the likely effects of a number of different solutions E. Using the formula that is applicable for solving well-defined problems 57. Which of the following is true about contexts for communication? A. The contents of a communication is heavily influenced by the communicators’ professional roles. B. The communicators’ particular contexts do not exert an influence on the act of communication. C. The elements of the larger context related to communication remain constant. D. The organizational context does not influence how one communicates E. Customs in the surrounding culture is not a part of the larger context related to communication. 58. The first step in the communication process is to: A. compose a message. B. sense the need for communication. C. interpret the message. D. select a course of action. E. decide on a response. 59. In the process of communication, once the primary sender of the message develops a well-informed sense of the situation, the next logical step is to: A. analyze the potential audiences. B. interpret the message. C. choose an appropriate time to send the message. D. draft and then revise a message carefully so that it will get the job done and also reflect well on the sender E. extract information from the message. 60. In the course of the communication process, which of the following is likely to occur immediately at the audiences' end after the primary communicator sends a message? A. Consideration of possible strategies B. Reception of the message C. Selection of a course of action D. Development of a well-informed sense of the situation E. Composition of a message 61. Which of the following is exclusive to the “sending the message” step in a business communication process? A. Choosing a good time to deliver the message B. Composing the message C. Selecting a course of action D. Considering possible communication strategies E. Sensing a communication need
62. In the course of the communication process, which of the given steps logically follows after the listener receives the message sent by the communicator? A. Considering the possible strategies B. Interpreting the message C. Replying to the message D. Choosing the medium of reply E. Generating the message 63. When two people using the same word think that they agree on its meaning but actually do not, they are experiencing the communication problem known as: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. 64. During the course of their communication, Albert and Nathan attach different meanings to the same word. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. 65. Jason wanted to sell his pipe organ and informed his mother about his intention. He told her, “I want to sell my organ.” His mother was horrified as Jason’s message led her to think that he wanted to sell his body organ. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. 66. Discuss new media.
67. Explain the main categories of business communication.
68. Briefly explain the two main communication networks of an organization.
69. Discuss the effects of the grapevine on an organization. How do skillful managers take advantage of this network?
70. Describe the various factors that affect the types and amount of communicating that a business does.
71. List the two main types of problem. What is the approach followed in solving these problems?
72. Create a scenario and detail the different contexts for communication to be considered for effective communication between communicators in two different countries.
73. Briefly discuss the communicator’s particular context that exerts the strongest influence on the act of communication.
74. List the steps involved in the communication process.
75. What is the goal of business communication? Define mental filters and bying.
1 Key 1.
Communication ranks at or near the top of the business skills needed for success. TRUE Communication is a major and essential part of the work of business. Communication ranks at or near the top of the business skills needed for success. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #1 Topic: The Role of Communication in Business
2.
The higher the position in an organization, the more important communication skills become. TRUE The higher the position in an organization, the more important good communication skills become. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #2 Topic: The Role of Communication in Business
3.
Text messaging is a form of oral communication. FALSE Text messaging is a form of written communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #3 Topic: The Role of Communication in Business
4.
Poor communication results in misunderstandings but does not affect an organization monetarily. FALSE Poor communication costs business millions of dollars every single day in the form of wasted time, misunderstandings, eroded customer loyalty, and lost business. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #4 Topic: The Role of Communication in Business
5.
The ability to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly is called social intelligence. TRUE The ability to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly is called social intelligence. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #5 Topic: The Role of Communication in Business
6.
The ability to create and interpret graphics is called visual literacy. TRUE The ability to create and interpret graphics is called visual literacy. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #6 Topic: The Role of Communication in Business
7.
Widespread use of the Internet has increased companies' attention to social responsibility. TRUE The Internet—where negative press travels quickly and widely—has dramatically increased the transparency of companies' operations, thus helping to fuel their interest in having a socially responsible image. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #7 Topic: The Role of Communication in Business
8.
A business’s communication with its suppliers is a typical example of internal-operational communication. FALSE External-operational communication consists of a business’s communication with its suppliers, service companies, customers, government agencies, the general public, and others. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #8 Topic: The Role of Communication in Business
9.
Personal communication interferes with good work relationships and should be prohibited in the workplace. FALSE Some personal communication is essential to maintain good work relationships since it helps make and sustain the relationships upon which business depends. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #9 Topic: The Role of Communication in Business
10.
The main lines of operational communication in a business is the formal network. TRUE The main lines of operational communication in a business is the formal network. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #10 Topic: The Role of Communication in Business
11.
The informal network inside an organization is also referred to as the grapevine. TRUE The informal network inside an organization is also referred to as the grapevine. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #11 Topic: The Role of Communication in Business
12.
The kind and amount of communicating a business does is independent of the nature of the business. FALSE Just how much and what kind of communicating a business does depends on several factors. The nature of the business is one. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #12 Topic: The Role of Communication in Business
13.
The official culture and the actual culture in a company are not necessarily the same. TRUE The official culture and the actual culture in a company are not necessarily the same.
AACSB: Communication Blooms: Understand Difficulty: 1 Easy Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #13 Topic: The Role of Communication in Business
14.
Imagination and creativity are for the creative disciplines. Business communication problems should be solved using standard formulas. FALSE Business communication problems, which are ill-defined, cannot be solved by using formulas. There is no best, clearly implied solution. Instead, they require research, analysis, creativity, and judgment. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #14 Topic: The Business Communication Process
15.
All business communicators at an advanced level share essentially the same vocabulary because they are all accomplished professionals. FALSE While business communicators may share certain kinds of knowledge and language, they often occupy different professional and industrial fields that bring with them special concepts and terminology. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #15 Topic: The Business Communication Process
16.
Sensing a need for communication typically occurs at the recipient's end in the business communication process. FALSE Sensing a need for communication occurs when a sender finds that an action is in order, and he believes that some form of communication will help him achieve the desired state. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #16 Topic: The Business Communication Process
17.
Solving a communication problem is typically a linear process. FALSE While the activities involved in solving a communication problem tend to form a linear pattern, the communicator often needs to revisit earlier steps while moving through the different activities. In other words, solving a communication problem is a recursive process. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #17 Topic: The Business Communication Process
18.
Interpretation of a message occurs at the recipient's end in the business communication process. TRUE Interpretation of a message occurs at the recipient's end in the business communication process. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #18 Topic: The Business Communication Process
19.
No two people have identical contexts or mental "filters." TRUE No two people have precisely the same values, backgrounds, and verbal worlds. All of these elements, which are called mental "filters" influence how they perceive new situations and how they communicate. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #19 Topic: Business Communication: The Bottom Line
20.
Bying is a communication problem that occurs when a sender and receiver attach completely different meanings to the same words. TRUE Bying is a communication problem that occurs when a sender and receiver attach completely different meanings to the same words. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #20 Topic: Business Communication: The Bottom Line
21.
_____ is a type of oral communication. A. An email B. A telephonic conversation C. Text messaging D. A letter E. Instant messaging A telephonic conversation is a type of oral communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-01 Explain the importance of communication to you and to business. Rentz - Chapter 01 #21 Topic: The Role of Communication in Business
22.
Which of the following statements is true about email? A. Email came into existence during the 1950s. B. Email has entirely replaced phone and face-to-face conversations. C. Email is a form of oral communication. D. Email allows a communicator to reach only one person at a time. E. Email is a type of new media. Email is a type of new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #22 Topic: The Role of Communication in Business
23.
_____ is a typical example of new media. A. Text messaging B. Postcard C. Printed report D. Letter E. Memo Text messaging is categorized with other forms of communication that are collectively referred to as new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #23 Topic: The Role of Communication in Business
24.
_____ are typical examples of new media. A. Podcasts B. Postcards C. Printed reports D. Letters E. Memos Podcasts are a type of new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #24 Topic: The Role of Communication in Business
25.
Which of the following is a major trend in the present business arena? A. Increased popularity of hierarchical company structures B. Decreased diversity of employees in the workplace C. Increased focus on corporate social responsibility D. Increased rejection of the new media E. Decreased usage of electronic correspondence by business writers One widespread trend under way in business is the increased focus on ethical and socially responsible behavior. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #25 Topic: The Role of Communication in Business
26.
Social intelligence is best defined as the ability to: A. efficiently practice free riding when working in a group. B. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. C. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. D. uphold the social beliefs of your community. E. organize and subsequently supervise a group of people to achieve a common goal. Social intelligence is the ability of people to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #26 Topic: The Role of Communication in Business
27.
Baby Boomers are people: A. with more than three children. B. who were born soon after World War II. C. who were brought up in more than one cultural background. D. who population control strategies. E. with children in more than one country. Baby Boomers are people who were born soon after World War II. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #27 Topic: The Role of Communication in Business
28.
_____ is best defined as the ability to understand and adapt to the preference for individualism or collectivism, religious beliefs, political environment and ideas about social hierarchy of different countries. A. Cross-cultural competency B. Analytical skill C. Computational thinking D. Visual literacy E. Corporate social responsibility Cross-cultural competency refers to the ability to understand and adapt to the ideals and values of different cultures. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #28 Topic: The Role of Communication in Business
29.
Which of the following statements is true about increasing globalism and workplace diversity? A. The attitudes about punctuality and efficiency remains constant among businesspeople around the world. B. Countries and cultures seem to be less interconnected as businesses expand their reach around the world. C. Increase in globalism has resulted in the requirement for cultural agility. D. People around the world share standardized notions of business and communication. E. Cultural differences are the sole reason for workplace diversity. Increase in globalism has resulted in the requirement for cultural agility. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #29 Topic: The Role of Communication in Business
30.
Computational thinking is best defined as the ability to: A. interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. B understand and adapt to other people's preference for individualism or collectivism, political . environment and ideas about social hierarchy of different countries. C. quickly assess the emotions of those around and adapt one’s words, tone, and gestures accordingly. D. determine the deeper, underlying meaning or significance of messages expressed by people. E. manipulate people into accepting one’s viewpoint regarding religion. Computational thinking is the ability to interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. AACSB: Communication Blooms: Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #30 Topic: The Role of Communication in Business
31.
The ability to effectively work with data through interpretation, recognize patterns in them, derive data-based decisions, and use data to generate favorable outputs is most accurately referred to as _____. A. data recognition B. computational thinking C. emotional quotient D. visual literacy E. bying Computational thinking is the ability to interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #31 Topic: The Role of Communication in Business
32.
The ability to meaningfully, accurately, and efficiently create and interpret pictures and other graphics is most accurately called: A. cross-cultural competency. B. information literacy. C. verbal literacy. D. emotional quotient. E. visual literacy. Visual literacy is the ability to create and interpret graphics. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #32 Topic: The Role of Communication in Business
33.
Social intelligence, which is the ability of people to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly, is a type of _____. A. computational thinking B. interpretive skill C. visual literacy D. technological competence E. bying Interpretive skills extend beyond interpreting numbers and involves understanding other people and using imagination to choose the best method for effective business communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #33 Topic: The Role of Communication in Business
34.
The widespread use of the Internet, which has resulted in an increased transparency in organizations’ business practices and an increased ability to the public has: A. resulted in an increased focus in developing a socially responsible image. B. laid restrictions on the quick spread of negative information. C. had an adverse affect on workforce diversity. D. reduced the need for strong analytical skills. E. eliminated the need for external-operational communication. The Internet has brought a new transparency to companies’ business practices, with negative information traveling quickly and widely. This has increased the emphasis on corporate social responsibility. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #34 Topic: The Role of Communication in Business
35.
Which of the following is true about internal-operational communication? A. It mainly includes the orders and instructions that supervisors give to their employees. B. It mainly includes a business’s communication with its suppliers. C. It mainly includes a business’s communication with its customers. D. It mainly includes a business’s communication with government agencies. E. It mainly includes the instructions that supervisors of a company give to vendors. All the communication that occurs in conducting work within a business is internal operational. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #35 Topic: The Role of Communication in Business
36.
Which of the following is true about external-operational communication? A. It includes the orders and instructions that supervisors give to their employees. B. It includes a business’s communication with its vendors. C. It includes the personal interaction between employees of a company. D. It includes the informal interaction between the supervisor and the subordinates. E. It includes the formal communication between the of a functional group. The work-related communicating that a business does with people and groups outside the business is external-operational communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #36 Topic: The Role of Communication in Business
37.
Which of the following is an internal audience for a private sector organization? A. Its competitors B. Its customers C. Its employees D. Its suppliers E. Government officials All the communication that occurs in conducting work within a business is internal operational. It includes reports that employees prepare concerning sales, production, inventories, finance, maintenance, and so on. It includes the messages that they write and speak in carrying out their assignments and contributing their ideas to the business. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #37 Topic: The Role of Communication in Business
38.
Which of the following is an example of internal-operational communication? A. A letter addressed by a consumer to the customer care service of an organization that provides postpurchase B. A memo containing the production and sales target for an organization C. An order form submitted to an organization’s supplier of raw materials D. A letter addressed to a government official E. An ment put on a company’s website for the general public All the communication that occurs in conducting work within a business is internal operational. It includes reports that employees prepare concerning sales, production, inventories, finance, maintenance, and so on. It includes the messages that they write and speak in carrying out their assignments and contributing their ideas to the business. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #38 Topic: The Role of Communication in Business
39.
A memorandum reporting a shortage of certain goods written by the warehouse supervisor of Yellow Lamination Inc. to the company's purchasing department is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. grapevine communication. E. internal-external communication. All the communication that occurs in conducting work within a business is categorized as internaloperational communication. AACSB: Reflective Thinking Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #39 Topic: The Role of Communication in Business
40.
An angry customer calls the public relations department of Uranus Inc. to complain about a defect in the company's product. Such a communication is most likely to be classified as: A. internal-operational communication. B. external-operational communication. C. personal communication. D. internal-external communication. E. grapevine communication. The work-related communicating that a business does with people and groups outside the business is categorized as external-operational communication. AACSB: Reflective Thinking Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #40 Topic: The Role of Communication in Business
41.
Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. Discussion between the heads of two companies about the possibility of a merger between their companies D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work The work-related communicating that a business does with people and groups outside the business is categorized as external-operational communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #41 Topic: The Role of Communication in Business
42.
Which of the following is an example of external-operational communication? A. Discussions that senior management holds to determine the goals and processes of the business B. The orders and instructions that supervisors give employees about dealing with angry customers C. ments that companies put up on their websites for the general public D. The reports that employees prepare concerning sales, production, inventories, finance and maintenance E. The messages that employees write to their supervisors regarding the progress of their work The work-related communicating that a business does with people and groups outside the business is categorized as external-operational communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #42 Topic: The Role of Communication in Business
43.
In the context of the external audiences of today’s businesses, suppliers, contractors, distributors, shippers, and contract workers are referred to as: A. regulatory agents. B. public groups. C. industry partners. D. core business partners. E. community groups. In the context of the external audiences of today’s businesses, suppliers, contractors, distributors, shippers, and contract workers are referred to as core business partners. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #43 Topic: The Role of Communication in Business
44.
Which of the following statements is true about personal communication? A. B. C. D. E.
Personal communication is a type of external-operational communication. Internal-operational communication does not include personal elements. An external-operational communication often contains elements of personal communication. The productivity of an employee is unaffected by personal communication. Personal communication is typically regulated by the formal network.
Communication with external parties include personal remarks. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #44 Topic: The Role of Communication in Business
45.
Which of the following best illustrates a personal communication? A. A list of targets prepared by a supervisor for the subordinates B. A business proposal sent to the top management of an organization C. A formal letter written to the general manager of a company D. A mail to a supplier thanking him for the Christmas card he had sent E. A letter to the government of a country requesting permission to establish trade with its organizations Personal communication is the informal exchange of information and feelings in which we human beings engage whenever we come together—or when we just feel like talking to each other. AACSB: Communication Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #45 Topic: The Role of Communication in Business
46.
The major, well-established channels for information exchange within an organization are collectively called its _____. A. personal communication network B. formal network C. core business partners D. regulatory agents E. grapevine network The formal network is the main lines of operational communication. The major, well-established channels for information exchange within an organization are collectively called its formal network. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #46 Topic: The Role of Communication in Business
47.
Which of the following is true about the formal network of an organization? A. The formal channel includes the upward movement of information in an organization. B. The formal channel does not include the downward movement of information in an organization. C. The formal channel does not include the lateral movement of information in an organization. D. The formal channel chiefly comprises all the personal communications within an organization. E. The formal channel chiefly comprises all the personal communications between an organization and its regulatory agents. The formal flow includes the upward, lateral, and downward movement of information in the form of reports, memos, email, and other media within the organization; the downward movement of orders, instructions, advisories, and announcements; and the broad dissemination of company information through the organization’s newsletter, bulletin boards, email, intranet, or blogs. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #47 Topic: The Role of Communication in Business
48.
Which of the following is true about the informal network of an organization? A. B. C. D. E.
It consists of the major, well-established channels for information exchange. It forms the main lines of operational communication. It is simple and follows a set pattern. It runs alongside the formal network. It is called a grapevine when it exists outside an organization.
Operating alongside the formal network is the informal network. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #48 Topic: The Role of Communication in Business
49.
The grapevine of an organization is best defined as: A. B. C. D. E.
the formal network within an organization. the formal network that exists outside a organization. the main lines of operational communication. the informal network within an organization. the formal network used by an organization to communicate with its competitors.
The grapevine of an organization is best defined as the informal network within an organization. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #49 Topic: The Role of Communication in Business
50.
Skillful managers are most likely to deal with their organization's grapevine by: A. controlling it with strict rules. B. eliminating the network. C. recognizing its presence and using the network. D. ignoring it as long as it does not involve of the organization. E. feeding it with gossip and rumors. Grapevine usually carries far more information than the formal communication system, and on many matters it is more effective in determining the course of an organization and is therefore used by managers to their advantage. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #50 Topic: The Role of Communication in Business
51.
Which of the following statements is true about business communication within an organization? A An organization dealing in repair services is most likely to require far more communication than an . organization dealing in automobile manufacturing. B Businesses in a comparatively stable environment tend to depend on established types of formal . communication in a set organizational hierarchy. C. Simpler organizations typically require more communication as compared to complex organizations. D. The geographic dispersion of an organization does not affect its internal communication. E. The communication of homogeneous organization requires more adaptation to participants’ values than that of a multicultural organization. Organizations in a relatively stable industry tend to depend on established types of formal communication. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #51 Topic: The Role of Communication in Business
52.
Which of the following statements is true about organizational culture? A. Organizational culture is independent of an organization’s communication. B The communication of a multicultural organization requires more adaptation to participants’ values . than that of a relatively homogeneous organization. C. The focus on organizational culture by management consultants and theorists has drastically decreased over time. D. The official organization culture is the same as the actual organizational culture. E. Organization culture is the customary way of perceiving things and is rarely stated. Organization culture is the customary way of perceiving things and is rarely stated. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #52 Topic: The Role of Communication in Business
53.
Which of the following statements is true about the actual organizational culture? A. It is invariably the same as the official organizational culture. B. It remains the same across organizations. C. It is formally promoted through the company’s mission statement like the official culture of the company. D. It is not advisable for a communicator to for the actual organizational culture of a client. E. The organizational culture of an organization is often unstated. The organizational culture of an organization is often unstated. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #53 Topic: The Role of Communication in Business
54.
Which of the following best illustrates an ill-defined problem? A. The task of calculating the annual profits of a company B. The task of calculating the money left in a department’s budget C. The task of counting the number of hours an employee stays in the office D. The task of communicating a bad news to an employee E. The task of deciding how much money to return to a customer during an approved complete refund The problem-solving literature divides problems into two main types: well defined and ill defined. The former can be solved by following a formula. But most real-world problems, including business communication problems, cannot be solved this way. They do not come to us in neat packages with the path to the best solution clearly implied. Instead, they require research, analysis, creativity, and judgment. AACSB: Communication Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #54 Topic: The Business Communication Process
55.
Which of the following statements is true about ill-defined problems? A. Ill-defined problems can be solved by using a set formula. B. The communication process involved in solving an ill-defined problem cannot be recursive. C. Most ill-defined problems come in neat packages with the path to the best solution clearly implied. D. Different people handle ill-defined problems differently. E. Every ill-defined problem has a unique and perfect solution. Different people handle ill-defined problems differently. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #55 Topic: The Business Communication Process
56.
Which of the following approaches will be most effective for solving business communication problems? A. Relying exclusively on heuristics to solve problems because they have worked in past situations B. Treating all communication situations as well-defined problems C. Using standardized solutions for solving business problems D. Considering the likely effects of a number of different solutions E. Using the formula that is applicable for solving well-defined problems Business situations are often complex and present multiple options for handling a given situation. Finding communication solutions requires analysis, creativity, and judgment. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #56 Topic: The Business Communication Process
57.
Which of the following is true about contexts for communication? A. The contents of a communication is heavily influenced by the communicators’ professional roles. B. The communicators’ particular contexts do not exert an influence on the act of communication. C. The elements of the larger context related to communication remain constant. D. The organizational context does not influence how one communicates E. Customs in the surrounding culture is not a part of the larger context related to communication. What gets communicated and how can be heavily influenced by the communicators’ professional roles. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #57 Topic: The Business Communication Process
58.
The first step in the communication process is to: A. compose a message. B. sense the need for communication. C. interpret the message. D. select a course of action. E. decide on a response. Researchers generally agree that the first step in the communication process involves the primary communicator sensing a communication need. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #58 Topic: The Business Communication Process
59.
In the process of communication, once the primary sender of the message develops a well-informed sense of the situation, the next logical step is to: A. analyze the potential audiences. B. interpret the message. C. choose an appropriate time to send the message. D. draft and then revise a message carefully so that it will get the job done and also reflect well on the sender E. extract information from the message. In the process of communication, once the primary sender of the message develops a well-informed sense of the situation, the next logical step is to analyze the potential audiences, their contexts, your own goals and contexts, your relationship with each audience, and any relevant larger contexts. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #59 Topic: The Business Communication Process
60.
In the course of the communication process, which of the following is likely to occur immediately at the audiences' end after the primary communicator sends a message? A. Consideration of possible strategies B. Reception of the message C. Selection of a course of action D. Development of a well-informed sense of the situation E. Composition of a message Researchers generally agree that the communication process includes the following activities, at the receivers’ end: 1) receiving the message, 2) interpreting the message, 3) deciding on a response, 4) replying to the message. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #60 Topic: The Business Communication Process
61.
Which of the following is exclusive to the “sending the message” step in a business communication process? A. Choosing a good time to deliver the message B. Composing the message C. Selecting a course of action D. Considering possible communication strategies E. Sensing a communication need When your message is prepared or carefully planned, you are ready to deliver it to your intended recipients in the channel you have chosen. So you need to choose a good time to deliver it. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #61 Topic: The Business Communication Process
62.
In the course of the communication process, which of the given steps logically follows after the listener receives the message sent by the communicator? A. Considering the possible strategies B. Interpreting the message C. Replying to the message D. Choosing the medium of reply E. Generating the message Researchers generally agree that the communication process includes the following activities, at the receivers’ end: 1) receiving the message, 2) interpreting the message, 3) deciding on a response, 4) replying to the message. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #62 Topic: The Business Communication Process
63.
When two people using the same word think that they agree on its meaning but actually do not, they are experiencing the communication problem known as: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. In the communication process, the communicator and the audience may attach completely different meanings to the same words. This problem is referred to as bying. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #63 Topic: Business Communication: The Bottom Line
64.
During the course of their communication, Albert and Nathan attach different meanings to the same word. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. In the communication process, the communicator and the audience may attach completely different meanings to the same words. This problem is referred to as bying. AACSB: Communication Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #64 Topic: Business Communication: The Bottom Line
65.
Jason wanted to sell his pipe organ and informed his mother about his intention. He told her, “I want to sell my organ.” His mother was horrified as Jason’s message led her to think that he wanted to sell his body organ. This is an example of: A. sugging. B. bying. C. masking. D. brainstorming. E. heckling. In the communication process, the communicator and the audience may attach completely different meanings to the same words. This problem is referred to as bying. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #65 Topic: Business Communication: The Bottom Line
66.
Discuss new media. The forms of communication that have replaced the older forms of communication, such as memos and telephonic conversations, due to their increased communication speed and the ability to reach many more readers simultaneously are collectively called new media. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-02 Describe the main challenges facing business communicators today. Rentz - Chapter 01 #66
67.
Explain the main categories of business communication. Students’ examples will vary. Internal-Operational Communication: All the communication that occurs in conducting work within a business is internal operational. This is the communication among the business’s employees that is done to perform the work of the business and track its success. External-Operational Communication: The work-related communicating that a business does with people and groups outside the business is external-operational communication. This is the business’s communication with its publics—suppliers, service companies, customers, government agencies, the general public, and others. Personal Communication: Communication that takes place without apparent purpose as far as the operating plan of the business is concerned is called personal communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-03 Describe the three main categories of business communication. Rentz - Chapter 01 #67 Topic: The Role of Communication in Business
68.
Briefly explain the two main communication networks of an organization. Formal Network: The formal network is the main line of operational communication. Through these channels flows the bulk of the communication that the business needs to operate. Specifically, the flow includes the upward, lateral, and downward movement of information; the downward movement of orders, instructions, advisories, and announcements; and the broad dissemination of company information. It details the expectations about what can and cannot be said, who may and may not say it, and how the messages should be structured and worded. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #68 Topic: The Role of Communication in Business
69.
Discuss the effects of the grapevine on an organization. How do skillful managers take advantage of this network? The informal network inside an organization is often referred to as the grapevine. Despite carrying much gossip and rumor, the grapevine usually carries far more information than the formal communication system, and on many matters it is more effective in determining the course of an organization. The grapevine extends to external audiences and widespread use of social media has dramatically increased employees’ informal communication with outsiders which may help or hurt the company. Skillful managers can find out who the talk leaders are and give them the information that will do the most good for the organization. They also make management decisions that cultivate positive talk. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Rentz - Chapter 01 #69 Topic: The Role of Communication in Business
70.
Describe the various factors that affect the types and amount of communicating that a business does.
The kind of communicating a business does depends on several factors: The nature of the business: Businesses that require interaction with its customers, suppliers, manufacturers, distributors etc. will require far more communication than simple services.
1. The businesses’ size and complexity: Relatively simple businesses require far less communication than complex businesses.
2. The business’s relation to its environment: Businesses in a comparatively stable environment will tend to depend on established types of formal communication in a set organizational hierarchy, whereas those in a volatile environment will tend to improvise more in of their communications and company structure.
3. The geographic dispersion of the operations of a business: Internal communication in a business with multiple locations differs from that of a one-location business. Enabling employees to work from home, requiring them to travel, and relying on outside contractors can also increase a company’s geographical reach and thus affect its communication. The communication of a multicultural organization will require more adaptation to participants’ values, perspectives, and language skills than that of a relatively homogeneous organization. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Rentz - Chapter 01 #70 Topic: The Role of Communication in Business
71.
List the two main types of problem. What is the approach followed in solving these problems? Problems are broadly divided as well defined problems and ill-defined problems. Well defined problems can be solved by following a formula, and there is always a path to the best solution clearly implied. Solving ill-defined problems requires research, analysis, creativity, and judgment. Solving ill-defined problems involves combining existing resources with innovation and good judgment. Heuristics may be used to aid in the solving of an ill-defined problem, but they cannot be relied on entirely and a solution must be adapted according to the situation. Ill-defined problems do not have a perfect solution but a good solution can be developed with proper research and analysis. AACSB: Communication Blooms: Understand Difficulty: 2 Medium Learning Objective: 01-06 Explain why business communication is a form of problem solving. Rentz - Chapter 01 #71 Topic: The Business Communication Process
72.
Create a scenario and detail the different contexts for communication to be considered for effective communication between communicators in two different countries. Students’ answers will vary. The answer can detail the different aspects of the larger context that differ between countries. The student can consider the relationship that the communicators wish to establish and the particular contexts that can affect communication. AACSB: Reflective Thinking Blooms: Apply Difficulty: 2 Medium Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #72 Topic: The Business Communication Process
73.
Briefly discuss the communicator’s particular context that exerts the strongest influence on the act of communication. Organizational contexts: The type and culture of an organization will shape the communication choices in many ways, and the organizational contexts audiences will, in turn, shape their responses. In every act of business communication, at least one of the parties involved is likely to be representing an organization. Professional contexts: Different professionals possess different kinds of expertise, speak differently, and tend to focus on different things. Part of successful communication involves being alert to the audiences’ different professional contexts as well as their different priorities. Personal contexts: The genes inherited, family and upbringing, life experiences, schooling, and the culture in which a person is reared affects his personality. Communicative acts can also be affected by successes and failures, current relationships, financial ups and downs, the state of health, and physical environment. Though such personal matters are not disclosed, it definitely affects communication. AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-07 Describe the various contexts for each act of business communication. Rentz - Chapter 01 #73 Topic: The Business Communication Process
74.
List the steps involved in the communication process.
The steps involved in the communication process are:
1. Sensing a communication need
2. Defining the situation
3. Considering possible communication strategies
4. Selecting a course of action
5. Composing the message
6. Sending the message
7. Receiving the message
8. Interpreting the message
9. Deciding on a response
10. Replying to the message AACSB: Communication Blooms: Difficulty: 1 Easy Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #74 Topic: The Business Communication Process
75.
What is the goal of business communication? Define mental filters and bying.
The goal of business communication is to create a shared understanding of business situations that will enable people to work successfully together. Mental filters are preconceptions, frames of reference, and verbal worlds. Bying is a communication problem that occurs when the sender and the receiver attach completely different meanings to the same words. AACSB: Communication Blooms: Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 #75 Topic: Business Communication: The Bottom Line
1 Summary Category AACSB: Communication AACSB: Reflective Thinking Blooms: Apply Blooms: Blooms: Understand Difficulty: 1 Easy Difficulty: 2 Medium Learning Objective: 01-01 Explain the importance of communication to you and to business. Learning Objective: 01-02 Describe the main challenges facing business communicators today. Learning Objective: 01-03 Describe the three main categories of business communication. Learning Objective: 01-04 Describe the formal and informal communication networks of the business organization. Learning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does. Learning Objective: 01-06 Explain why business communication is a form of problem solving. Learning Objective: 01-07 Describe the various contexts for each act of business communication. Learning Objective: 01-08 Describe the business communication process. Rentz - Chapter 01 Topic: Business Communication: The Bottom Line Topic: The Business Communication Process Topic: The Role of Communication in Business
# of Questions 72 3 6 33 36 32 42 5 17 14 9 6 5 4 15 75 6 18 50
Chapter 2 Adaptation and the Selection of Words True/False Questions 1. A good rule is to write so that a person just like you can understand the message. Answer: False Page: 25 Difficulty: Medium Rationale: You should adapt the writing to your readers. Learning Objective: 1 AACSB Standard: 1 2. In many business situations, adapting to your readers means writing on a level lower than your own. Answer: True Page: 25 Difficulty: Easy Rationale: One should adapt and adapting sometimes means writing at a lower level. Learning Objective: 1 AACSB Standard: 1 3. Adaptation of writing means writing in the simplest language possible. Answer: False Page: 25 Difficulty: Medium Rationale: It means fitting the words to the specific reader, which does not always mean simplifying the writing. Learning Objective: 1 AACSB Standard: 1 4. Using familiar words means using the language of normal conversation. Answer: True Page: 28 Difficulty: Easy Rationale: We use the familiar words in normal conversation. Learning Objective: 1 AACSB Standard: 1 5. In adapting writing to a wide range of educational backgrounds, one should write for those in the middle. Answer: False Page: 26 Difficulty: Medium Rationale: One should write for the lowest level in order to communicate with all in the group. Learning Objective: 1 AACSB Standard: 1 6. Readability research s simplifying writing. Answer: True Page: 28 Difficulty: Easy Rationale: The readability techniques mentioned in the book are based on extensive research. Learning Objective: 1 AACSB Standard: 1
7
Chapter 2 Adaptation and the Selection of Words 7. It is good to use unfamiliar words in business because they help readers improve their vocabulary. Answer: False Page: 28 Difficulty: Easy Rationale: Only familiar words communicate clearly, and the goal of communicating in business is to communicate. Learning Objective: 2 AACSB Standard: 1 8. Because the short words tend to communicate better than the long ones, you should prefer them in your writing. Answer: True Page: 29 Difficulty: Easy Rationale: A statement explained in the text. Learning Objective: 2 AACSB Standard: 1 9. You should use the short words because all the long ones are difficult. Answer: False Page: 29 Difficulty: Medium Rationale: Although length and difficulty are correlated, some exceptions exist. Some long words are easy and some short ones are difficult. Learning Objective: 2 AACSB Standard: 1 10. Although they may be misunderstood, some words not in the reader's vocabulary should be used as a device to gain his or her respect. Answer: False Page: 29-30 Difficulty: Hard Rationale: Such words do not communicate. Learning Objective: 2 AACSB Standard: 1 11. The heavier the proportion of long words to short words, the harder the writing is to understand. Answer: True Page: 29 Difficulty: Medium Rationale: This concept has been verified by readability research. Learning Objective: 2 AACSB Standard: 1 12. Only the truly technical fields such as engineering, physics, ing, and computer science have a technical language. Answer: False Page: 30 Difficulty: Hard Rationale: Every field has its technical language. Learning Objective: 3 AACSB Standard: 1
8
Chapter 2 Adaptation and the Selection of Words 13. Because they are so widely used and well known, legal words should be used freely in business communication. Answer: False Page: 31 Difficulty: Easy Rationale: Such words are not well known and rarely should be used in business. Learning Objective: 3 AACSB Standard: 1 14. Because technical words are difficult to understand, they have no place in business writing. Answer: False Page: 31 Difficulty: Medium Rationale: They may be used when they are clearly understood. Learning Objective: 3 AACSB Standard: 1 15. Of the parts of speech, the noun is the strongest. Answer: False Page: 31 Difficulty: Medium Rationale: The verb is the strongest; the noun is second. Learning Objective: 4 AACSB Standard: 1 16. Verbs are stronger words than adjectives. Answer: True Page: 33 Difficulty: Medium Rationale: See discussion of word strength on in the chapter. Learning Objective: 4 AACSB Standard: 1 17. Abstract words are fuzzy and vague. Answer: True Page: 31 Difficulty: Medium Rationale: This is a definition of abstract words. Learning Objective: 4 AACSB Standard: 1 18. Words that stand for things the reader can see, feel, taste, or smell are abstract. Answer: False Page: 29 Difficulty: Easy Rationale: This is a definition of concrete words. Learning Objective: 4 AACSB Standard: 1 19. To say “very early Saturday” is more concrete than "Saturday at 3:30 a.m." Answer: False Page: 31 Difficulty: Hard Rationale: "Saturday at 3:30 a.m." is more specific, thus more concrete. Learning Objective: 1 AACSB Standard: 1
9
Chapter 2 Adaptation and the Selection of Words 20. Verbs are at their strongest when skillfully cast in ive voice. Answer: False Pages: 31-33 Difficulty: Medium Rationale: Active voice is stronger. Learning Objective: 4 AACSB Standard: 1 21. ive voice has a definite place in business writing. Answer: True Page: 34 Difficulty: Hard Rationale: It should not be overused, but is has a place. Learning Objective: 4 AACSB Standard: 1 22. It is stronger wording to say "appraise" than to say "make an appraisal." Answer: True Page: 31 Difficulty: Hard Rationale: The latter is a camouflaged form of appraise. Learning Objective: 5 AACSB Standard: 1 23. In ive voice, the subject receives the action. Answer: True Page: 30 Difficulty: Medium Rationale: This definition is explained in the chapter. Learning Objective: 34 AACSB Standard: 1 24. Active-voice sentences are stronger than ive-voice sentences. Answer: True Page: 33 Difficulty: Easy Rationale: This point is made in the chapter. Learning Objective: 4 AACSB Standard: 1 25. To write, "make an investigation" generally is preferable to "investigate." Answer: False Page: 34 Difficulty: Hard Rationale: The first wording illustrates a camouflaged verb. Learning Objective: 5 AACSB Standard: 1 26. Much of our idiom (the way we say things) has little rhyme or reason. Answer: True Page: 36 Difficulty: Medium Rationale: This point is discussed in the chapter. Learning Objective: 5 AACSB Standard: 1
10
Chapter 2 Adaptation and the Selection of Words 27. Two words that stand for the same thing may not have precisely the same meaning in one's mind. Answer: True Page: 36 Difficulty: Medium Rationale: Shades of difference in meaning exist in the mind. Learning Objective: 5 AACSB Standard: 1 28. Even though such words as tired, weary, and exhausted can refer to the same condition, they do not mean the same to all people. Answer: True Page: 36 Difficulty: Easy Rationale: Words do not mean the same to all people. Shades of difference exist in the mind. Learning Objective: 5 AACSB Standard: 1 29. It is a more acceptable idiom to say, "listen at" than "listen to." Answer: False Page: 36 Difficulty: Hard Rationale: See the list of correct and faulty idioms in the chapter. Learning Objective: 5 AACSB Standard: 1 30. All idiom (the way we say things) is based on a clear system of logical thinking, which the writer should learn. Answer: False Page: 36 Difficulty: Medium Rationale: Idiom is based as much on custom as on logic. Learning Objective: 5 AACSB Standard: 1 31. As the pronoun he is classified as generic (refers to both sexes), one can avoid charges of sexism in writing by using it to refer to either sex. Answer: False Page: 37 Difficulty: Hard Rationale: Some people object to this usage, contending that it shows male dominance. Learning Objective: 6 AACSB Standard: 1, 5 32. One effective way to avoid sexism is to use plural pronouns. Answer: True Page: 38 Difficulty: Medium Rationale: Using they, them, their shows no sexual bias. Learning Objective: 6 AACSB Standard: 1, 5
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Chapter 2 Adaptation and the Selection of Words 33. If a statement is true, it cannot be discriminatory toward a member of a minority group. Answer: False Page: 37-41 Difficulty: Hard Rationale: True statements can report a fact about a group that applies only to small portion of the group; but by implication the statement applies to the entire group. Example: "We had to fire the lazy Hispanic employee." "We were please to learn that we had hired a hardworking black." Learning Objective: 6 AACSB Standard: 1, 5 34. In those rare cases in which minority hip (black, Hispanic, etc.) is a vital part of the message, it is appropriate to write this information. Answer: True Page: 40 Difficulty: Hard Rationale: This exception is noted in the chapter. Learning Objective: 6 AACSB Standard: 1, 5 35. The language of this sentence discriminates against women: "A good secretary organizes her work carefully." Answer: True Page: 40 Difficulty: Hard Rationale: The use of her suggests that only women can be secretaries and s a stereotype that is offensive to women. Learning Objective: 6 AACSB Standard: 1, 5 Multiple Choice Questions 36. In adapting writing to a group ranging from college-graduate to grade-school level of education, one should write for the: A) lowest level in the group. B) middle one-third. C) upper two-thirds. D) upper one-third. E) highest member of the group. Answer: A Page: 26 Difficulty: Easy Rationale: One must aim at the lowest member of the group if he or she is to communicate with all in the group. Learning Objective: 1 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 37. Mark the statement that describes the best practice concerning word length in writing. A) Challenge the reader with long words. B) Alternate long and short words as much as possible. C) Be concerned with precision and forget length. D) Concentrate on the short words and use the long ones with caution. E) Never use long words in business writing. Answer: D Page: 29 Difficulty: Easy Rationale: This advice appears in the chapter. Learning Objective: 1 AACSB Standard: 1 38. Mark the most concrete of the following wordings. A) Later in the week B) By Thursday C) By Thursday afternoon D) By Thursday without fail E) By 3:30 p.m. Thursday Answer: E Page: 31 Difficulty: Medium Rationale: The most specific is the wording indicating both hour and date. Learning Objective: 2 AACSB Standard: 1 39. Mark the most concrete of the following wordings describing the speed of an automobile. A) The fastest car on the road B) An exceptionally fast car C) A very fast car D) Holds a record speed on 167 miles per hour E) Exceeds 160 miles per hour Answer: D Page: 32 Difficulty: Medium Rationale: By mentioning the exact speed, these words are the most concrete. Learning Objective: 2 AACSB Standard: 1 40. Choose the most concrete of the following phrases. A) Runs fast B) Runs like an antelope C) Runs 100 yards in 9.1 seconds D) Runs like lightning E) Runs with lightning speed Answer: C Page: 32 Difficulty: Medium Rationale: Only this one has the facts specifying how fast the subject runs. Learning Objective: 2 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 41. Which of the following wordings is the most concrete? A) A majority B) Over half C) 52.3 percent D) Most E) Excess of 50 percent Answer: C Page: 32 Difficulty: Medium Rationale: This one is precise and, therefore, concrete. Learning Objective: 4 AACSB Standard: 1 42. The part of speech that produces the strongest communication effect is the: A) verb. B) noun. C) adjective. D) preposition. E) adverb. Answer: A Page: 33 Difficulty: Medium Rationale: Verbs are action words and are strongest. Learning Objective: 4 AACSB Standard: 1 43. Mark the sentence that generally is best for interesting writing. A) The process was discovered by Ace chemists. B) Ace chemists discovered the process. C) Ace chemists were responsible for discovering the process. D) This discovery of process was made by Ace chemists. E) Discovery of this process was made by Ace chemists Answer: B Page: 33 Difficulty: Hard Rationale: Only this sentence is in the active voice and therefore, in interesting form. Learning Objective: 4 AACSB Standard: 1 44. Which of the following conveys the most concrete meaning? A) In the near future B) Soon C) On July 17 D) Next Thursday E) At 9:00 a.m. on July 17 Answer: E Page: 32 Difficulty: Medium Rationale: By giving time and date it is the most specific, therefore the most concrete. Learning Objective: 2 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 45. Choose the sentence containing the most vigorous wording. A) We will cancel your order. B) We will effect a cancellation of your order. C) Your order will be canceled. D) Your order will be canceled by us. E) We will bring about cancellation of your order. Answer: A Page: 33 Difficulty: Hard Rationale: Only this one uses a pure verb. Two use camouflaged verbs, and two are in ive voice. Learning Objective: 4 AACSB Standard: 1 46. Mark the sentence that has the strongest wording. A) It is believed that their prices will increase. B) We believe that their prices will be increased. C) We believe that they will increase prices. D) It is believed that they will increase prices. E) It is believed that their prices will be increased. Answer: C Page: 33 Difficulty: Hard Rationale: Only this sentence has all verbs in active voice. Learning Objective: 4 AACSB Standard: 1 47. Which of the following sentences presents its subject matter in the strongest wording? A) Mr. Henderson canceled the story. B) Mr. Henderson was responsible for cancellation of the story. C) The story was canceled by Mr. Henderson. D) Mr. Henderson effected a cancellation of the story. E) Cancellation of the story was effected by Mr. Henderson. Answer: A Page: 33-34 Difficulty: Hard Rationale: All except one are either ive or camouflaged verbs. Learning Objective: 4 AACSB Standard: 1 48. Which of these sentences gives the most vigor to the content? A) The sales increase for 2006 was 10.1 percent. B) An increase of 10.1 percent was recorded for sales in 2006. C) Sales increased 10.1 percent in 2006. D) A significant increase in sales was made in 2006. E) 2003 sales were reported to be 10.1 percent. Answer: C Page: 33 Difficulty: Hard Rationale: Only this one uses a strong, active verb. Learning Objective: 4 AACSB Standard: 1
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Chapter 2 Adaptation and the Selection of Words 49. Mark the sentence that conforms best to clear writing principles. A) He made an application for the job. B) He applied for the job. C) He made an application for employment. D) An application for the job was made by him. E) His application has been submitted for the job. Answer: B Page: 33-34 Difficulty: Hard Rationale: Only this sentence is clear and concise. Two sentences have camouflaged verbs, and two sentences are in ive voice. Learning Objective: 5 AACSB Standard: 1 50. Choose the sentence with the weakest verb construction. A) The economy expanded 10 percent last year. B) The 4-D Company suffered a serious loss. C) Department 417 received a slight increase. D) Sales are expected to increase. E) Mr. Harris sold seven policies. Answer: D Page: 33-34 Difficulty: Hard Rationale: All are in active voice except one. Learning Objective: 4 AACSB Standard: 1 51. Of the following wordings, which is not in correct idiom? A) In search of B) Listen to C) Seldom or ever D) Superior to E) Equally bad Answer: C Page: 36 Difficulty: Medium Rationale: The correct idiom is "seldom if ever." Learning Objective: 5 AACSB Standard: 1 52. Of the following wordings, which is not in correct idiom? A) Comply with B) In search of C) Listen at D) Superior to E) Possessed of ability Answer: C Page: 36 Difficulty: Medium Rationale: See list of faulty and correct idioms in the chapter. Learning Objective: 5 AACSB Standard: 1, 2
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Chapter 2 Adaptation and the Selection of Words 53. Mark the sentence with the least suggestion of sexism. A) If a student follows these instructions, he will benefit. B) The fishermen around here usually keep their boats in good order. C) A secretary in our company rarely needs to use her shorthand skills. D) When our customers pay promptly, they earn discounts. E) Lattimer was represented by a lady lawyer. Answer: D Page: 37-38 Difficulty: Hard Rationale: All except one use male dominated words: he, fishermen, secretary--she, lady lawyer. Learning Objective: 6 AACSB Standard: 1, 2 54. Mark the least discriminatory of these five references to an occupational group. A) postman B) lady doctor C) salesman D) letter carrier E) policeman Answer: D Page: 37-38 Difficulty: Easy Rationale: Three answers suggest that only men are in the group; and one suggest that women doctors are unusual--that doctor used alone refers to men. Learning Objective: 6 AACSB Standard: 1, 2 55. Mark the sentence that is the least discriminatory of these five: A) The lady carpenter was not dismissed. B) The production department had a Chinese manager. C) Ms. Martinez was selected for the position. D) Only hardworking blacks need apply. E) He was a generous Jew. Answer: C Page: 37-38 Difficulty: Hard Rationale: All except this one suggest that the subjects referred to are different from the group. Learning Objective: 6 AACSB Standard: 1, 2 56. Which of the following sentences is constructed most illogically? A) We planted the trees, and then they were watered. B) Wilson saw the error, and he corrected it. C) This material is durable, but one pays for its quality. D) Because we want to be fair, we will replace the broken part. E) Knowing that the project was late, we assigned additional people to it.. Answer: A Page: 33-34 Difficulty: Hard Rationale: This sentence mixes active and ive voice. Learning Objective: 6 AACSB Standard: 1, 2
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Chapter 3 Construction of Clear Sentences and Paragraphs True/False Questions 1. Because long sentences are hard to understand, the business writer should make no sentence longer than 25 words. Answer: False Page: 49 Difficulty: Easy Rationale: Long sentences can be clear and can be used with reason. They should be used sparingly. 2. In adapting sentences, you should aim a little above the level of your readers. Answer: False Page: 47 Difficulty: Medium Rationale: You should aim a little below their level. 3. Some degree of simplification is best for all readers. Answer: True Page: 47 Difficulty: Easy Rationale: This point is discussed in the chapter. 4. What is readable is related to the communication ability of the reader. Answer: True Page: 47 Difficulty: Easy Rationale: The readability studies this statement. 5. An ideal average sentence length in writing for the middle-level adult reader is 8 to 10 words. Answer: False Page: 49 Difficulty: Easy Rationale: The readability studies suggest 16 to 18 words. 6. The shorter sentences are especially useful for subordinating information. Answer: False Page: 49 Difficulty: Medium Rationale: This is true of long sentences, not short ones. 7. Short sentences receive less emphasis than long sentences. Answer: False Page: 48-49 Difficulty: Easy Rationale: The opposite is true. The short one stands out. 8. A sentence covering two items of information gives more emphasis to each item than does a sentence covering three items. Answer: True Page: 48-49 Difficulty: Hard Rationale: The shorter the sentence, the more emphasis it receives. 9. Even though short sentences generally are desirable, a long succession of them produces a bad effect. Answer: True Page: 49 Difficulty: Easy Rationale: Overusing short sentences can produce a choppy, primer effect. 10. As a rule, the shorter ways of saying things communicate better. Answer: True Page: 48 Difficulty: Easy Rationale: This observation is discussed ed by readability studies. 11. For the best communication results, repetition in business writing should be eliminated. Answer: False Page: 54 Difficulty: Medium Rationale: Sometimes repetition serves a purpose, as when used for emphasis or effect. 12. Repetition of words is quite acceptable when it is done for special effect or emphasis. Answer: True Page: 54 Difficulty: Medium Rationale: These are legitimate uses of repetition. 13. Unrelated ideas should not be placed together in a sentence. Answer: True Page: 57 Difficulty: Medium Rationale: All in a sentence should have a logical relationship reason for being placed together. 14. As unity of paragraphing is clearly defined, paragraph content can be determined easily. Answer: False Page: 57 Difficulty: Medium Rationale: Unity can exist at various levels and is not always viewed in the same way by any two writers. 15. It would be illogical to present all the findings in a report with equal emphasis. Answer: True Page: 55 Difficulty: Hard Rationale: Some are more important than others. Each item of information should receive the emphasis it deserves. 16. For reasons of economy, items not related in thought may be placed in the same sentence. Answer: False Page: 57 Difficulty: Medium Rationale: Such placement would both be illogical and violate the unity rule of sentence construction. 17. A paragraph should never consist of only one line.. Answer: False Page: 61 Difficulty: Medium Rationale: Although not common, one-line paragraphs are correct and useful. 18
Chapter 3 Construction of Clear Sentences and Paragraphs 18. Unfortunately, the rules for correctness in writing are based on arbitrary decisions made by grammarians and have little relation to the need for clarity. Answer: False Page: 59 Difficulty: Easy Rationale: Most of the rules are based on the need for clarity in communication. 19. If the content of a paragraph can be reduced to one topic statement, one can be reasonably sure that the paragraph has unity. Answer: True Page: 60 Difficulty: Easy Rationale: Unity in writing means oneness of subject; and if all that is in a paragraph falls into this one statement, there must be unity. 20. One major weakness of the paragraph plan with topic sentences within the paragraph is that the topic sentence receives little emphasis in this position. Answer: True Page: 62 Difficulty: Medium Rationale: The beginnings and ends of the paragraphs carry more emphasis than do the internal positions. 21. Even if they are the same as to words and punctuation marks, a page broken by five or six paragraphs is more inviting to the reader than a page covered by one or two long paragraphs. Answer: True Page: 60 Difficulty: Easy Rationale: Paragraphing gives a visual impression of organization and easy reading. 22. A report with its paragraphs averaging eight lines in length would meet requirements for ideal paragraph length. Answer: True Page: 60 Difficulty: Easy Rationale: This average is suggested in the chapter. 23. It is not good writing practice to construct paragraphs longer than 12 lines. Answer: False Page: 61 Difficulty: Medium Rationale: Occasionally longer paragraphs are necessary. 24. Not every good paragraph must have a topic sentence. Answer: True Page: 61 Difficulty: Medium Rationale: Paragraphs without topic sentences can serve to introduce ideas, relate succeeding items, or present an assortment of facts. 25. The most common paragraph arrangement ends with the topic sentence. Answer: False Page: 61 Difficulty: Medium Rationale: Topic sentence at the beginning is the most common. 26. It is acceptable to place the topic sentence within the paragraph. Answer: True Page: 62 Difficulty: Medium Rationale: Although usually not the best order, this arrangement is acceptable. 27. The most common paragraph design places the topic sentence at the beginning. Answer: True Page: 61 Difficulty: Easy Rationale: This is by far the most common design.
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Chapter 3 Construction of Clear Sentences and Paragraphs Multiple Choice Questions 28. The average sentence length found in the readability studies to be best for communicating with the middle level of adult readers is about: A) 6 to 8 words. B) 8 to 11 words. C) 11 to 13 words. D) 16 to 18 words. E) 20 to 24 words. Answer: D Page: 49 Difficulty: Easy Rationale: The average length is ed by the readability studies. 29. The sentence form that gives most emphasis to its contents is the: A) simple sentence. B) compound sentence. C) compound-complex sentence. D) complex sentence. E) All of these give equal emphasis. Answer: A Page: 50 Difficulty: Medium Rationale: The simple sentence stands out. 30. In a paragraph containing five items of information, you want to make one stand out. You should: A) present each in separate, simple sentences. B) present the one item in a separate, simple sentence and the others in compound sentences. C) present all in compound sentences, placing the one item in a dependent clause. D) present all in compound sentences, placing the one item in an independent clause. E) present minor items in simple sentences and the one to be emphasized in a compound sentence. Answer: B Page: 50 Difficulty: Hard Rationale: The short, simple sentence gives emphasis to its contents. 31. Choose the sentence that does not contain a cluttering phrase. A) At the present time we are using the old model. B) We made payment in the amount of $751. C) You will get your money in the near future. D) This revised plan cut our production costs 12 percent. E) In the event that you fail, we will help you. Answer: D Page: 51 Difficulty: Hard Rationale: All except this one have a phrase from the list in the text. 32. Which of the following sentences covers its contents in the most roundabout way? A) It is the president's belief that a recession is near. B) The president believes a recession is near. C) The president thinks a recession is near. D) A recession is near, believes the president. E) The president thinks a recession is coming. Answer: A Page: 53 Difficulty: Hard Rationale: This sentence is a roundabout way of presenting the message. 33. Which of these sentences best meets the requirements of good business writing? A) Lee's payment in January was in the amount of $300. B) Lee paid $300 in January. C) Lee's January payment was for $300. D) Three hundred dollars was paid by Lee in January. E) The $300 January payment was made by Lee. Answer: B Page: 51-53 Difficulty: Hard Rationale: Only this one is not roundabout and without cluttering phrases. 34. Mark the sentence that best meets the requirements of good business writing. A) With regard to the parking problem, corrective action is being taken. B) With reference to the parking problem, the istration is taking corrective action. C) concerning the parking problem, corrective action is being taken by the istration. D) The istration is taking corrective action on the parking problem. E) The istration is correcting the parking problem. Answer: E Page: 52-53 Difficulty: Hard Rationale: Only this sentence is active, without cluttering phrases, and concise.
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Chapter 3 Construction of Clear Sentences and Paragraphs 35. Which of these sentences best meets the requirement of good business writing? A) The worker must report losses daily. B) It is essential that the worker report losses daily. C) It is essential that losses be reported daily by the worker. D) Losses must be reported daily by the worker. E) The worker's losses must be reported daily. Answer: A Page: 52-53 Difficulty: Hard Rationale: Only this one is in the active voice, concise, and without cluttering phrases. 36. Which of these sentences best meets the requirements of clear and interesting writing? A) In the near future prices will be cut. B) Ford will cut prices soon. C) Prices will be cut by Ford in the near future. D) Ford will cut prices February 1. E) Prices will be cut February 1. Answer: D Page: 31, 33, 51 Difficulty: Hard Rationale: The main problems here are a cluttering phrase (in the near future), ive voice (will be cut), and concreteness (soon, near future, February). Only this one does a good job on all three. 37. Repetition of words or thoughts is best justified for reasons of: A) rhythm. B) concreteness. C) emphasis. D) organization. E) personal preference. Answer: C Page: 54-55 Difficulty: Medium Rationale: Repetition may be used to emphasize the words or thoughts repeated. 38. Long sentences of about 30 words or more may: A) be used to emphasize contents. B) never be used. C) be used sparingly to subordinate the less important information. D) be used freely to impress certain readers. E) be used when one wishes to economize on the words used. Answer: C Page: 49 Difficulty: Medium Rationale: This usage is appropriate and logical. 39. If any of the four following statements does not help justify short paragraphs, mark it. If all are appropriate, mark e. A) They help the reader see beginnings and ends, thereby giving the effect of organization. B) They give added emphasis to the facts covered. C) They have good eye appeal. D) They show frequent breaking points, which is appealing to the reader. E) All are appropriate. Answer: E Page: 60-61 Difficulty: Medium Rationale: All justify short paragraphs. 40. A paragraph arranged in the most widely used plan: A) begins with its topic sentence. B) ends with its topic sentence. C) has its topic sentence within. D) has both beginning and ending topic sentences. E) has all topic sentences. Answer: A Page: 61 Difficulty: Easy Rationale: The topic-sentence-first arrangement is the most commonly used one. 41. Which of the following placements would give greatest emphasis to a fact? A) A short sentence in the middle of a long paragraph B) A short sentence at the end of a paragraph C) A long sentence that makes up the entire paragraph D) A short sentence in a one-sentence paragraph E) A long sentence at the end of a paragraph Answer: D Page: 60-61 Difficulty: Medium Rationale: A short, one-sentence paragraph calls attention to its contents, thereby giving it emphasis.
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Chapter 3 Construction of Clear Sentences and Paragraphs 42. Your reader will comprehend sentences most easily that are written at a level: A) challenging to the reader. B) impressive to the reader. C) appropriate to the technical expertise of the writer. D) above the reader. E) a little below the level of the reader. Answer: E Page: 47-48 Difficulty: Easy Rationale: Readability research s this statement. 43. A paragraph should: A) consist of at least three sentences. B) build around a single topic or idea. C) include several different ideas or topics. D) have both simple and complex sentences. E) never be longer than eight lines. Answer: B Page: 60 Difficulty: Easy Rationale: The paragraph must have unity. 44. One-line paragraphs: A) should never be used. B) can be used to emphasize a major point. C) should be used frequently. D) are good for subordinating contents. E) give the writing sophistication. Answer: B Page: 61 Difficulty: Easy Rationale: This is one justification of the one-line paragraph. 45. The topic sentence of a paragraph: A) should always come first in the paragraph. B) should be in the middle of the paragraph. C) should be last to summarize the paragraph. D) may vary in placement according to the purpose of the paragraph. E) should be preceded by an independent clause. Answer: D Page: 61-62 Difficulty: Medium Rationale: Topic sentences may vary in placement.
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