Deck 1: Communicating for Professional Success

Question 1

Communication can most usefully be understood as a(n)

A) innate human ability.
B) art form for which a chosen few possess raw talent.
C) skill acquired gradually through practice.
D) blunt tool that will always fail to accomplish its goal.
E) task that can be accomplished only in written rather than verbal form.

Answer 1

skill acquired gradually through practice.

Question 2

One reason we communicate is to strengthen our bond with people close to us or, in other words, to serve our ________ needs.

A) relational
B) identity
C) informational
D) instrumental
E) transactional

Answer 2

relational

Question 3

When Donovan is with his friends, he uses slang and other informal language. While at work, he uses more professional, formal language. In this sense, Donovan is using language to meet his ________ needs.

A) relational
B) identity
C) informational
D) instrumental
E) transactional

Answer 3

identity

Question 4

When Carla asks questions at the end of her job interview to get a better sense of the workplace culture, she is using communication to fill her ________ needs.

A) relational
B) identity
C) informational
D) instrumental
E) transactional

Question 5

Rafael, an assistant urban planner, consults with many stakeholders about a proposed development project in the downtown area. This communication is driven by his ________ needs.

A) relational
B) identity
C) fundamental
D) instrumental
E) transactional

Question 6

At a strategy meeting, Juan's boss tells everyone not to discuss the strategy with clients until it has been approved by the chief marketing officer. This is an example of a(n) ________ rule.

A) implicit
B) abstract
C) nonverbal
D) explicit
E) dimensional

Question 7

Unspoken rules about communication behavior, such as knowing not to bother your boss while she has her office door closed, are known as

A) elective affinities.
B) implicit rules.
C) public ordinances.
D) corrective behaviors.
E) explicit rules.

Question 8

Which of the following is an example of verbal communication?

A) David nods his head to indicate that he would like a slice of pizza.
B) Edna smiles to show her employee that she is pleased with how the client meeting went.
C) Bernice writes an email to the office manager to request new chairs.
D) Samuel looks his interviewer in the eye to project confidence and reliability.
E) Sharice wears a suit to a formal business dinner to appear professional.

Question 9

The building blocks of language are

A) ideas.
B) facial expressions.
C) words.
D) sounds.
E) gestures.

Question 10

At the end of a long sales call, Demi's boss shakes her hand to express his approval of how she handled the customer's questions. This is an example of ________ communication.

A) nonverbal
B) mediated
C) explicit
D) verbal
E) prohibited

Question 11

The dimension of communication that consists of the literal information being expressed is called the ________ dimension.

A) relational
B) content
C) meta
D) symbolic
E) cognitive

Question 12

Zenya tells her boss that she thinks the budget for her project is too low. The content dimension of Zenya's message is that

A) her boss did a poor job at estimating costs.
B) she is an inefficient worker.
C) the client has unreasonable demands.
D) the budget for her project is too low.
E) she wants to be transferred to a different project.

Question 13

In many conversations, messages send signals about the nature of the relationship between the people who are talking. These signals comprise the ________ dimension of the conversation.

A) relational
B) contextual
C) content
D) symbolic
E) transactional

Question 14

Vito jokes with his employee, Devin, that he saw him arrive late and sneak in through the side door for the second time this month. Devin infers that Vito is getting irritated with his lateness. Devin is interpreting Vito's message through the ________ dimension.

A) instrumental
B) relational
C) content
D) contextual
E) identity

Question 15

Communication about communication is called

A) contextual communication.
B) metacommunication.
C) interpersonal communication.
D) subtextual communication.
E) complex communication.

Question 16

Which of the following statements would be considered metacommunication?

A) "Please arrive at 9 a.m."
B) "I appreciate your effort."
C) "Free coffee is available in the lounge."
D) "We encourage employees to socialize after hours."
E) "I'm going to let you in on a secret."

Question 17

Language is considered arbitrary because

A) people from different regions have different accents and expressions.
B) not everyone speaks the same language.
C) words mean only what their users decide they mean.
D) every word has exactly one correct pronunciation and meaning.
E) babies learn to speak at different times during their development.

Question 18

Which of the following statements about the communication process in a two-person conversation is true?

A) The person who initiates the conversation is the sender, whereas the other person is the receiver.
B) The person who initiates the conversation is the receiver, whereas the other person is the sender.
C) Neither person in the conversation is a sender; both are receivers.
D) Neither person in the conversation is a receiver; both are senders.
E) Both people in the conversation are simultaneously senders and receivers.

Question 19

Which of the following is the best definition of a message?

A) the abstract idea behind any written or spoken language
B) the observable effects of any action
C) verbal and/or nonverbal behaviors to which people give meaning
D) language that has been written, printed, or otherwise recorded
E) psychological impulses that compel us to action

Question 20

If an English speaker asks a question to a person who does not understand English, has the message been communicated?

A) Yes, because there was a sender and a receiver.
B) Yes, because the encoded message was heard.
C) Yes, because the speaker understands the meaning of the message.
D) No, because there was no receiver.
E) No, because the message could not be decoded.

Question 21

Mia wants to reach out to a respected industry expert for advice on how to advance in her career. First, she must decide whether to email, call, or send a handwritten letter. Mia is selecting a ________ for her message.

A) receiver
B) channel
C) context
D) feedback
E) subtext

Question 22

The environment in which communication takes place, including cultural and psychological factors, is defined as the

A) noise.
B) context.
C) subtext.
D) channel.
E) signifier.

Question 23

Corbin asks his boss, Sami, for a raise. Sami acknowledges that Corbin deserves a raise but declines because the company has just undergone budget cuts. Sami's response to Corbin's request was affected by the ________ of the message.

A) context
B) feedback
C) noise
D) channel
E) dynamics

Question 24

If you are hungry at a company meeting, and your hunger distracts you from listening closely to your manager's speech, you are experiencing ________ noise.

A) psychological
B) physical
C) physiological
D) metaphysical
E) psychosocial

Question 25

Environmental distractions that can interfere with the communication process, such as the sound of nearby construction, are called ________ noise.

A) physical
B) physiological
C) psychological
D) metaphysical
E) psychosocial

Question 26

A person's response to a message, whether it includes a verbal reply or a nonverbal reaction, is called

A) content.
B) context.
C) noise.
D) feedback.
E) encoding.

Question 27

Which of the following is an example of a formal professional network?

A) a company softball team
B) a weight loss class
C) a trade association
D) a list of industry competitors
E) a college fraternity or sorority

Question 28

The phrase "it's not what you know, but who you know" underscores the importance of ________ for achieving professional success.

A) marketing
B) networking
C) listening
D) integrity
E) education

Question 29

Which of the following is a characteristic of formal professional networks?

A) lack of accountability
B) fluctuating responsibilities
C) informal communication
D) clear lines of authority
E) membership fees

Question 30

Nara, a research associate for an insurance company, is composing an email to her supervisor. She needs to explain why the data assessment she has been working on will not be ready until tomorrow and to apologize for the delay. Her message is an example of ________ communication in the workplace.

A) downward
B) upward
C) lateral
D) informal
E) inward

Question 31

So-called "water cooler conversations" would typically be categorized as ________ communication.

A) upward
B) downward
C) horizontal
D) vertical
E) inward

Question 32

Which of the following types of writing would most likely be considered formal communication?

A) a cover letter for a job application
B) an invitation to an after-work social event
C) a caption on a company's Instagram account
D) a text message to a coworker
E) a reminder note to yourself

Question 33

With which of the following people would you be most likely to communicate in an informal manner?

A) the manager who hired you for your position
B) a recently hired coworker
C) a new customer visiting your office
D) an acquaintance from your neighborhood
E) an account representative from a prospective client

Question 34

What is the primary difference between formal and informal professional networks?

A) Formal networks are maintained via face-to-face conversations, whereas informal networks are maintained over email.
B) Formal networks are based on strict reporting structures, whereas informal networks consist of voluntary professional connections.
C) Formal professional networks are made up of managers and more senior employees, whereas informal networks are reserved for lower-level employees.
D) Formal professional networks require membership fees, whereas informal networks are free.
E) Formal networks are encouraged by employers, whereas informal networks are discouraged.

Question 35

The best way to cultivate credibility as a speaker is by

A) emphasizing your expertise and authority.
B) asking for feedback from your audience.
C) adopting a warm, personal style.
D) understanding and adapting to your audience.
E) using appropriate gestures while speaking.

Question 36

Scholars have coined the phrase "post-trust era" to characterize the contemporary business environment because

A) public attitudes regarding big business have become deeply skeptical.
B) the government has intervened to break up corporate monopolies.
C) political leaders have fostered distrust of journalists and the press.
D) the theory of post-modernism has weakened belief in objective truths.
E) public trust of corporations is at an all-time high.

Question 37

Gigi, a mortgage loan officer, routinely meets young couples preparing for home ownership. Before discussing financial details, she asks them whether they are planning to have children and enjoys discussing their careers and plans for the family home. Gigi's communication style is built around establishing ________ with clients.

A) authority
B) rapport
C) dominance
D) competition
E) passivity

Question 38

Once ignored by business leaders, the ability to ________ is now among the top three most important qualities identified by managers across business disciplines.

A) speak multiple languages
B) ignore social media
C) work remotely
D) care about others
E) recruit talented workers

Question 39

Communication researchers have found that engaging in active listening makes a person's brain

A) more scattered and distracted.
B) less receptive to sensory stimuli.
C) mimic the speaker's brain activity.
D) more relaxed and tranquil.
E) fixated on its own internal thoughts.

Question 40

A person who upholds his or her commitments and adheres to a strong moral and ethical code is said to demonstrate

A) rapport.
B) integrity.
C) accountability.
D) context.
E) metacommunication.

Question 41

Chloe is respected at her office because she always takes responsibility for her actions, even when she makes mistakes. In other words, Chloe demonstrates

A) integrity.
B) evasiveness.
C) authority.
D) accountability.
E) adaptability.

Question 42

The best way to determine if a message is effective is to consider

A) how long it takes for the listener to understand.
B) whether it makes the speaker look good or bad.
C) how well it achieves the speaker's goals.
D) whether the language is original or clichéd.
E) whether the listener smiles or frowns.

Question 43

Kazuo works in the billing department of a medical facility. Because he often deals with sensitive information and people who are unwell, Kazuo makes sure he uses gentle language and does not discuss personal information unless absolutely necessary. In this sense, Kazuo wants to make sure that his communication is

A) horizontal.
B) effective.
C) accountable.
D) appropriate.
E) nonverbal.

Question 44

Which of the following is an example of low self-monitoring?

A) Julio records his presentations at work so that he can hear how he sounded and observe the audience's reactions.
B) Tommy often offends the people around him even though he is unaware that his behavior makes them uncomfortable.
C) Erick is so worried that people will react poorly to him that he rarely speaks in public.
D) David always makes sure to pay attention to the way people around him are reacting to what he says.
E) Zarek researches the dress codes at restaurants before visiting them so that he can fit in.

Question 45

A speaker who knows how to adjust his or her behavior to fit the situation is considered

A) complex.
B) implicit.
C) ethical.
D) credible.
E) adaptable.

Question 46

Cognitive complexity can be described as the ability to

A) consider a variety of explanations and understand a given situation in multiple ways.
B) disguise the meaning of a message using complicated or difficult language.
C) recognize when one's behavior is offensive or off-putting to others.
D) quickly grasp difficult or obscure concepts.
E) adapt one's communication style to the language and mannerisms used by a group.

Question 47

Vera is a highly successful customer service manager because she is very skilled at putting herself in the customers' shoes and understanding how they feel. Vera has a high level of

A) cognitive complexity.
B) adaptability.
C) accountability.
D) empathy.
E) integrity.

Question 48

The ability to understand and manage one's own emotions, and to recognize the emotions of others, is known as

A) self-monitoring.
B) accountability.
C) metacommunication.
D) emotional intelligence.
E) intellectual complexity.

Question 49

In a business communications context, the initialism EQ stands for

A) engineering quality.
B) emotional quotient.
C) energy quota.
D) empathy quiz.
E) employee quorum.

Question 50

Ethical communication is communication that is focused on

A) asserting dominance over others.
B) maximizing profits and minimizing risk.
C) treating people fairly and honestly.
D) hiding one's personal flaws and failures.
E) advancing one's career at all costs.

Question 51

Calling your client to schedule a lunch meeting is an example of using communication to meet your identity needs.

Question 52

Text messages are a form of verbal communication.

Question 53

Nonverbal communication is sometimes called body language.

Question 54

When Sara interprets her boss's statement that she "has a knack for this"
as a sign that she should apply for a promotion, she is considering the relational dimension of the message.

Question 55

Only verbal messages can metacommunicate.

Question 56

The context of a message is limited to what is happening in the physical environment.

Question 57

Feedback can be verbal, nonverbal, or both.

Question 58

In an active conversation, one person plays the role of the sender and one person plays the role of the receiver.

Question 59

If Taylor writes an email to her supervisor, she is participating in downward communication.

Question 60

Effective networkers will use informal communication channels, such as social media, alongside more formal channels, such as email.

Question 61

Effective networkers can be characterized as "takers": they always look for an opportunity to take control of a situation and gain positive attention.

Question 62

It is not necessary to build or maintain rapport in long-term business relationships.

Question 63

Active listening is primarily a physical act, involving the listener's posture and facial expressions.

Question 64

Most companies have a written code of conduct meant to shape their employees' behavior at work.

Question 65

Communicators cultivate credibility by establishing their point of view and never wavering, even in the face of controversy or pushback from the audience.

Question 66

Genes play no role in our ability to communicate.

Question 67

The most effective communicators have settled on a single communication strategy that works in almost all situations.

Question 68

Competent communicators will speak differently to different audiences depending on their experiences, cultural backgrounds, level of interest, and other factors.

Question 69

Ethical beliefs vary from one culture to another.

Question 70

With the help of an example, explain the difference between the content and relational dimensions of a message.

Question 71

What is the relationship between words and ideas?

Question 72

Using a business scenario, explain the roles played by the sender and the receiver of a message in the communication process.

Question 73

List the three types of noise that can interfere with communication and explain their differences.

Question 74

Using an example, explain what it means for communication to be dynamic.

Question 75

Explain the difference between formal and informal professional networks, and give an example of each.

Question 76

List the factors that determine a communicator's credibility, then choose one of those factors and give an example from your life in which you or someone else demonstrated or failed to demonstrate the behaviors it entails.

Question 77

Define active listening, and explain a business situation in which it could help resolve a problem.

Question 78

Describe a business scenario in which cultural differences could make it difficult to determine whether a verbal or nonverbal message is appropriate.

Question 79

Define cognitive complexity. Then describe a business scenario in which cognitive complexity could alter the way a person responds to a verbal or nonverbal message.