Deck 1: Understanding Business Communication in Todays Workplace

Question 1

Which of the following is the first step in the basic eight-step communication model?

A) The sender transmits the message through a channel.
B) The sender produces the message in a medium.
C) The sender has an idea.
D) The sender writes the message.

Answer 1

C

Question 2

In the basic communication model, when someone puts an idea into a message, he or she is ________ it, or expressing it in words or images.

A) encoding
B) decoding
C) abstracting
D) indexing

Answer 2

A

Question 3

To be effective, business messages should ________.

A) use abstract words that lend themselves to interpretation
B) adopt an informal tone
C) show your readers how they will benefit from responding to your message
D) not make arguments or recommendations

Answer 3

C

Question 4

Communication is effective only if your message ________.

A) replaces action
B) is understood
C) encourages the audience to think one way
D) is accepted

Question 5

Which statement is TRUE?

A) Today's business environment is so aggressive that demonstrating good etiquette is often seen as a sign of old-fashioned business practice and is a sign of weakness.
B) An employee's professionalism is determined mostly by his or her attire and manners.
C) Employees who demonstrate professionalism tend to identify problems and fix them rather than complain about them.
D) Your professionalism in the workplace is a quality that exists independently of your communication skills.

Question 6

The approach that focuses on understanding and meeting the needs of the recipients of a message is considered ________.

A) audience-centered
B) paternalistic
C) a feature of top-down communication
D) often too expensive to implement

Question 7

Which of the following is TRUE about communicating in today's business environment?

A) One should always communicate ethically, even when the choices are not crystal clear.
B) Following accepted standards of grammar, spelling, and other aspects of high-quality business writing are no longer relevant in today's technology-driven business environment.
C) Constructing compelling narratives-telling stories-is obsolete in today's fast-paced business environment.
D) Adapting your messages and communication styles to specific audiences is unethical and, often, illegal.

Question 8

Which statement is TRUE about recent graduates who are entering the workplace?

A) Employers often express frustration at the communication skills of recent graduates who have not learned effective business communication skills.
B) Graduates who have demonstrated a mastery of technical skills need to rely less on their communication skills than those who are less technically skilled.
C) Recent graduates bring with them their own communications strategies, unique to their cohort, which businesses then adjust to.
D) The Conference Board of Canada reports that communication skills are ranked relatively low by employers of recent graduates.

Question 9

To be effective, business messages should ________.

A) use abstract words that lend themselves to interpretation
B) never contain opinions
C) present more information than required
D) give facts rather than vague impressions

Question 10

Which of the following is the last step in the basic eight-step communication model?

A) The sender transmits the message through a channel.
B) The audience receives the message.
C) The receiver decodes the message.
D) The receiver provides feedback.

Question 11

The groups affected in some way by a company's actions are referred to as its ________.

A) actions
B) cliques
C) stakeholders
D) captive audience

Question 12

Which of the following is TRUE about the importance of effective communication to your career and to the companies where you will work?

A) Communication is important for most jobs except technical ones such as engineering or finance.
B) Your ability to connect with people outside your field can be as important as your technical skills.
C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys.
D) Communication is important for most jobs unless you are an entrepreneur.

Question 13

To be effective, business messages should ________.

A) clearly state what you expect from audience members
B) adopt an informal tone
C) use abstract words that lend themselves to interpretation
D) not make arguments or recommendations

Question 14

Valuable traits in an employee do NOT include ________.

A) time management
B) ethics
C) passivity
D) courtesy

Question 15

An organization's communications "system" ________.

A) can use a number of procedures and media that reflect its corporate culture
B) can normally be learned through educational courses. College graduates are expected to have mastery of this system before they enter the workplace
C) is most efficient if it is structured as a 'top-down,' hierarchical process
D) is most efficient if it is structured as a 'horizontal,' democratic process

Question 16

Which is NOT true about the process of sending and receiving messages?

A) The receiver may re-create the message and arrive at a meaning unintended by the sender.
B) The receiver may interpret the message exactly as intended by the sender.
C) The sender and the receiver may need to negotiate the meaning of the original message through discussion.
D) The receiver will always interpret the sender's message correctly if the sender and receiver are equally skilled at communication.

Question 17

Effective messages ________.

A) convey abstract ideas
B) provide practical information
C) are usually voluminous
D) do not attempt to influence the reader

Question 18

Valuable traits in an employee DO include ________.

A) working extra hours
B) acceptance of authority
C) passive listening
D) positivity

Question 19

Which of the following is TRUE about the importance of effective communication to your career and to the companies where you will work?

A) Communication is important for most jobs except technical ones such as engineering or finance.
B) The higher you rise in your organization, the more time you spend using the technical skills of your profession and the less time you spend communicating.
C) Good communicators are generally much easier to find than good accountants, good engineers, or good attorneys.
D) Effective communicators tend to have increased productivity and steadier workflow.

Question 20

Which of the following is TRUE about the importance of effective communication to your career and to the companies where you will work?

A) Communication is important for most jobs except technical ones such as engineering or finance.
B) The higher you rise in your organization, the more time you spend using the technical skills of your profession and the less time you spend communicating.
C) Good communicators are generally more difficult to find than good accountants, good engineers, or good attorneys.
D) Good communication has not been linked to financial advantages for companies.

Question 21

In order to boost sales of its tablets, Zip Communications paid several people to write artificial positive testimonials about its products. What is the best criticism of Zip's decision?

A) It selectively misquoted information.
B) It failed to protect customer information.
C) It engaged in misrepresentation.
D) It violated a copyright.

Question 22

The traditional nature of much business communication was primarily defined by a publishing or broadcasting mindset. Which of the following scenarios best reflects this mindset?

A) A company airs advertisements during the Super Bowl to raise its visibility.
B) A company publishes a blog to keep customers informed of the company's activities.
C) A company CEO uses Twitter to interact directly with individual employees.
D) A company opens a Facebook account to connect with a younger audience.

Question 23

Which of the following constitutes ethical information?

A) A restaurant using photos on its website of dishes that it does not serve
B) A manufacturer of cell phones asking its sales team to post favourable product reviews on social media
C) A company paying customers to recommend its products to their friends
D) A vendor including only essential information in promotional material mailed out to customers

Question 24

Which of the following is a tendency of social communication?

A) Permission
B) Hierarchical
C) One to many
D) Control

Question 25

Social communication tends to be ________.

A) structured
B) hierarchical
C) unidirectional
D) reactive

Question 26

Which of the following is a tendency of social communication?

A) Reactive
B) Information sharing
C) Permission
D) High message frequency

Question 27

Which of the following is a tendency of social communication?

A) Lecture
B) Egalitarian
C) One to many
D) Control

Question 28

In order to generate interest about the company's publications, the Media Manager of Gordon Books started a personal blog where she posed as an avid reader and amateur literary critic and reviewed the company's books favourably. She also invited readers to buy the books, discuss them online, and send in their reviews. Which of the following is the best criticism of the manager's action?

A) She engaged in plagiarism.
B) She selectively misquoted information.
C) She failed to protect information entrusted to her.
D) She failed to ensure transparency.

Question 29

Hybrid systems of communication ________.

A) might involve elements of hierarchical, unidirectional communication
B) might frustrate both employees and customers who see the approach as inconsistent
C) refer to the combinations of communications technology that a business uses
D) tend to prioritize one communications approach at the expense of another

Question 30

Conventional promotion tends to be ________.

A) reactive
B) conversational
C) intrusive
D) amorphous

Question 31

The ________ is interactive, conversational, and usually open to all who wish to participate; audience members are not passive recipients of messages but active participants in a conversation.

A) publishing mindset
B) basic eight-step communication model
C) social communication model
D) broadcasting mindset

Question 32

Which of the following is a disadvantage of the social communication model?

A) It can cause distractions and hit productivity.
B) It is static.
C) It is hierarchical.
D) The frequency of messages is relatively low.

Question 33

After a message is received, the receiver needs to extract the idea from the message, a step known as ________.

A) encoding
B) decoding
C) abstracting
D) indexing

Question 34

Which of the following examples correctly illustrates the difference between what constitutes a communication medium and a communication channel?

A) A telephone is a medium, while a voice message is a channel.
B) A podcast is a medium, while an intranet is a channel.
C) A shipping company is a medium, while a printed report is a channel.
D) A cell phone is a medium, while a text message is a channel.

Question 35

Which of the following is a tendency of conventional promotion?

A) Reactive
B) Information hoarding
C) Permission
D) Influence

Question 36

What do experts predict will now significantly change the nature of business communication?

A) Mobile communication
B) Social media
C) Precarious work
D) Cloud operating systems

Question 37

Which of the following is a disadvantage of the social communication model?

A) It is hierarchical.
B) The number of channels is limited in this model.
C) It can result in social media fatigue.
D) The frequency of messages in this model is relatively high.

Question 38

Which of the following is a disadvantage of the social communication model?

A) It is hierarchical.
B) It is static.
C) It presents information security risks.
D) The frequency of messages is relatively low.

Question 39

Which of the following is a disadvantage of the social communication model?

A) It is hierarchical.
B) The number of channels is limited in this model.
C) The frequency of messages in this model is relatively low.
D) It blurs the line between personal and professional lives.

Question 40

________ is stealing someone else's words or work.

A) Plagiarism
B) An ethical lapse
C) Distorting the truth
D) An error of omission

Question 41

In a low-context culture, ________.

A) people rely more on the circumstances surrounding the message to convey meaning
B) the primary role of communication is to build relationships
C) people rely more on the explicit content of the message to convey meaning
D) people rely more on cues to convey meaning

Question 42

Which statement is NOT true in negotiations between business people from high and low-context cultures?

A) The degree to which a contract is binding may be interpreted differently by each party.
B) Internationally recognized protocols will mitigate most sources of confusion.
C) Each party may place differing value on the relationship that is built.
D) A preference for direct versus indirect styles of negotiation may cause impatience for low-context negotiators and offense from high-context negotiators.

Question 43

Assigning a wide range of generalized-and often inaccurate-attributes to an individual on the basis of membership in a particular group without considering the individual's unique characteristics is referred to as ________.

A) normalizing
B) scapegoating
C) rationalizing
D) stereotyping

Question 44

In a low-context culture, ________.

A) the primary role of communication is to exchange information
B) people rely less on the explicit content of the message
C) people rely more on the circumstances surrounding the message to convey meaning
D) people rely more on situational cues to convey meaning

Question 45

When writing for multilingual audiences, you should use ________.

A) slang and jargon
B) figures instead of spelling out numbers
C) transitions sparingly
D) abbreviations generously

Question 46

Which of the following is a guideline for improving intercultural communication?

A) Consider aspects like personal appearance when trying to judge a person.
B) Avoid using sources like travel guidebooks to learn about a culture.
C) Recognize your own cultural biases.
D) Always assume that others will think, believe, and behave as you do.

Question 47

________ is the tendency to judge all other groups according to the standards, behaviours, and customs of one's own group.

A) Ethnic gloss
B) Stereotyping
C) Ethnocentrism
D) Relativism

Question 48

When writing for multilingual audiences, you should ________.

A) use slang and jargon
B) spell numbers out instead of using figures
C) use transitions generously
D) use abbreviations extensively

Question 49

One aspect that is common across cultures is that ________.

A) men hold most positions of authority
B) age earns respect and increasing power and freedom
C) nonverbal signs like gestures or facial expressions are interpreted the same way
D) men and women tend to have slightly different communication styles

Question 50

In a high-context culture, ________.

A) people rely less on circumstances surrounding the message to convey meaning
B) the primary role of communication is to build relationships
C) people rely less on the explicit content of messages to convey meaning
D) the conveyed meaning is encoded into the message itself

Question 51

Which of the following is TRUE about how cultural context can present communication challenges?

A) A person from a low-context culture is more likely to view a high-context person's work culture as insensitive to group harmony.
B) A person from a high-context culture is more likely to consider personal pledges more important than contracts.
C) In a low-context culture, people are more likely to consider gestures and tone of voice when receiving a message.
D) In a high-context culture, the rules of everyday life are stated explicitly.

Question 52

Choosing between alternatives that aren't clear-cut is termed an ________.

A) ethical misdeed
B) ethical crime
C) ethical lapse
D) ethical dilemma

Question 53

Which of the following is TRUE about making ethical communication choices?

A) An ethical dilemma involves making a clearly unethical, and often illegal, choice.
B) An ethical lapse involves choosing among alternatives that are not clearly right or wrong.
C) When making communications decisions, you must always consider if a decision that seems ethical now may seem unethical in the future.
D) Deliberately omitting essential information is an ethical way of influencing the audience.

Question 54

Making a clearly unethical or illegal choice is termed an ________.

A) ethical dilemma
B) ethical crime
C) ethical lapse
D) ethical misdeed

Question 55

Which of the following is a guideline for improving intercultural communication?

A) Consider aspects like personal appearance when trying to judge a person.
B) Be flexible and prepared to change your habits and attitudes.
C) Avoid using sources like travel guidebooks to learn about a culture.
D) Always assume that others will think, believe, and behave as you do.

Question 56

Cultural competency ________.

A) requires an open, audience-focused attitude
B) requires respect, courtesy, and common sense when the communicator is lacking specific rules of etiquette for a particular situation
C) requires specific, intimate knowledge of different cultures
D) extends not only to business contexts but to social and family contexts

Question 57

Which of the following is a low-context culture?

A) Chinese
B) Indian
C) Canadian
D) Japanese

Question 58

In a high-context culture, ________.

A) people rely more on circumstances surrounding the message to convey meaning
B) the primary role of communication is to exchange information
C) rules and expectations are spelt out through explicit statements
D) the conveyed meaning is encoded into the message itself

Question 59

Which the following decision-making scenarios presents an ethical dilemma?

A) A disgruntled employee of one of your competitors has offered to reveal details of his company's new strategy if you were to hire him. This competitor has in the past poached key executives from your company and engaged in industrial espionage in other ways.
B) You are manager of a large facility in a country where paying bribes to public officials is a way of life. Your company has a zero-tolerance policy toward bribing, but the officials are threatening to close down the factory, rendering several thousand workers jobless, if you don't comply.
C) It has been brought to your notice that the company competing with you for a major contract is trying to bribe and influence decision makers in a bid to get the contract. Some of your executives feel that your company should also do the same because getting this contract will make a big difference to the company's future.
D) The last inspection at your plant revealed structural problems with some of the buildings that, if not fixed immediately, could compromise worker safety. However, your company is low on funds and taking on repair work will push the company into the red.

Question 60

Which of the following is a high-context culture?

A) American
B) English
C) German
D) Japanese

Question 61

In order to communicate effectively using technology, you should ________.

A) subscribe to as many blog feeds and Twitter follows as you can
B) become an expert in most technologies
C) use technology to completely do away with face-to-face communication
D) become familiar with the basic features and functions of the tools you use

Question 62

When communicating, the sender and receiver may need to negotiate the meaning of the original message through discussion.

Question 63

Companies that communicate well significantly outperform those that communicate poorly.

Question 64

When writing for multilingual audiences, you should ________.

A) use slang and jargon
B) use plain language
C) spell numbers out instead of using figures
D) use transitions sparingly

Question 65

In today's hectic, competitive world, the notion of etiquette is no longer relevant.

Question 66

Oral communication can be more difficult for multilingual audiences because it ________.

A) requires mind mapping
B) commutes information
C) promotes socialization
D) happens in real time

Question 67

According to the basic eight-step model of communication, the communication process starts with a sender having an idea and then encoding the idea into a message that can be transferred to a receiver.

Question 68

In order to communicate effectively using technology, you should ________.

A) use blog feeds and Twitter follows to the maximum extent possible
B) become an expert in most technologies
C) use technology to completely do away with face-to-face communication
D) try to isolate high-priority messages that need your attention

Question 69

When using communication technology, it is important to ________.

A) use blog feeds and Twitter follows to the maximum extent possible
B) reconnect with people on the phone or in person frequently
C) use technology to completely do away with face-to-face communication
D) pay equal attention to all the information-immediately useful or not-that you receive

Question 70

When writing for multilingual audiences, you should ________.

A) use slang and jargon
B) avoid plain language since it appears condescending
C) use unambiguous language
D) use transitions sparingly

Question 71

When writing for multilingual audiences, you should ________.

A) use slang and jargon
B) spell numbers out instead of using figures
C) use transitions sparingly
D) rely on specific terms and concrete examples to explain your points

Question 72

In order to use communication technology effectively, you should NOT ________.

A) use the powerful filtering and tagging capabilities of your system
B) let technology overwhelm the communication process
C) connect with people face-to-face frequently
D) limit your presence on online social networks

Question 73

In order to use communication technology effectively you should NOT ________.

A) use the powerful filtering and tagging capabilities of your system
B) routinely activate visual alerts for incoming messages
C) connect with people face-to-face frequently
D) limit your presence on online social networks

Question 74

Which of the following is a tip for speaking with multilingual audiences?

A) Ask questions like "Is this too difficult for you?" to ensure understanding.
B) Don't repeat your points.
C) Make multiple points at a time.
D) Recognize that nods and smiles don't necessarily mean understanding.

Question 75

Communication becomes less important as you take on leadership and management roles.

Question 76

Which of the following is a tip for speaking with multilingual audiences?

A) Ask questions like "Is this too difficult for you?" to ensure understanding.
B) Learn important phrases in your audience's language.
C) Make multiple points at a time.
D) Don't repeat your points.

Question 77

Advanced systems for videoconferencing cannot ________.

A) contribute to and edit the same document from remote locations
B) convert email and IM into voice messages
C) automatically forward incoming calls
D) replace the need to periodically meet in person

Question 78

When expanding your social networks online be careful to ________.

A) allow virtual teams to collaborate on developing and editing documents
B) add new blog posts, podcasts, and other content
C) put limits on posts and updates you receive
D) hold meetings and conferences in virtual worlds

Question 79

As the sender of information online, be sure that ________.

A) you provide all detail possible
B) the message is marked "Urgent"
C) your messages are meaningful and important to your audience
D) your messages use BCC lists

Question 80

The ability to follow accepted standards of grammar, spelling, and other aspects of high-quality writing and speaking is a skill employers expect of you today.