Deck 1: Achieving Success Through Effective Business Communication

Question 1

Every organization has

A) an extranet.
B) an informal communication network.
C) an intranet.
D) a tall communication structure.

Answer 1

B

Question 2

To make your communication more effective,

A) send the same messages by multiple channels.
B) include as much information as possible, even if you're not sure it's necessary.
C) clearly address your audience's wants and needs-not yours.
D) do all of the above.

Answer 2

C

Question 3

Which of the following is not one of the five ways to get the audience to notice your messages?

A) Use words, images, and designs that are familiar.
B) Practice empathy.
C) Acknowledge the importance of the situation.
D) Consider audience expectations.

Answer 3

C

Question 4

Stakeholders affected by the quality of business communication include

A) employees.
B) suppliers.
C) customers.
D) all of the above.

Question 5

Uncomfortable meeting rooms, multitasking, and computer screens filled with popup messages are all examples of

A) problems with feedback.
B) distractions.
C) overload problems.
D) problems with background differences.

Question 6

In the first step of the communication process, the sender

A) chooses a communication medium.
B) chooses a communication channel.
C) decides what to say.
D) has an idea.

Question 7

The final step in the communication process is

A) giving feedback to the sender.
B) sending the message.
C) receiving the message.
D) interpreting the message.

Question 8

Generally speaking, limitations of the formal communication network

A) discourage employees from taking advantage of social media.
B) have helped to spur the growth of social media in the business environment.
C) have not affected the popularity of social media in the business environment.
D) do none of the above.

Question 9

A flatter organizational structure

A) is helpful for small companies only.
B) tends to increase the chance of communication breakdowns.
C) is obsolete now that social networking is so widespread.
D) helps make communication flow more efficiently.

Question 10

The term corporate culture refers to

A) a company's sponsorship of events such as concerts and plays.
B) the mixture of values, traditions, and habits that give a company its atmosphere and personality.
C) the number of organizational levels within a corporation.
D) the extent to which corporations dominate a particular culture.

Question 11

Business communication is often more demanding than social communication because communication on the job is affected by

A) the globalization of business.
B) the growing reliance on teamwork in business.
C) the pervasiveness of technology.
D) all of the above.

Question 12

________ communication flows between departments to help employees share information, coordinate tasks, and solve complex problems.

A) Horizontal
B) Upward
C) Diagonal
D) Downward

Question 13

An example of downward communication is

A) a junior staff person giving information to a staff supervisor.
B) an email message about sick leave from one staff secretary to another.
C) a company briefing held on the organization's top floor.
D) a sales manager giving instructions to a salesperson.

Question 14

When it comes to communication skills, employers express particular frustration with

A) employees whose first language is not English.
B) experienced workers who shun new technologies.
C) recent college graduates who haven't learned how to adapt to a professional environment.
D) male workers.

Question 15

Which of the following is not a characteristic of effective business messages?

A) They provide practical information.
B) They highlight and summarize essential information.
C) They state precise audience responsibilities.
D) They present the writer's opinions as facts.

Question 16

An example of horizontal communication is

A) an email message about sick leave sent from one department secretary to a secretary in a different department.
B) a company briefing held on the organization's ground floor.
C) a junior staff person giving information to a staff supervisor.
D) all of the above.

Question 17

Communication is the process of

A) listening actively.
B) writing messages.
C) transferring information and meaning.
D) none of the above.

Question 18

A manager hears the part of a message that supports his agenda, but doesn't seem to notice evidence that contradicts his point of view. The manager is engaging in

A) stereotyping.
B) selective perception.
C) discrimination.
D) misreading.

Question 19

In most organizations, the rumor mill tends to be particularly active when

A) formal communication channels are working efficiently.
B) the formal communication network is not providing the information employees want.
C) employees are wasting company time.
D) employees are satisfied with their jobs.

Question 20

In which of the following organizational structures do employees report to two managers at the same time?

A) Network structure
B) Virtual organization
C) Matrix structure
D) None of the above

Question 21

"Business Communication 2.0" refers to

A) high-level correspondence as opposed to routine documents.
B) specialized software that enables professionals to create impressive documents easily and efficiently.
C) a new approach to business communication, emphasizing interaction and conversation rather than one-way publication.
D) none of the above.

Question 22

Despite increased market globalization, the nature of business communication has not changed much in recent years.

Question 23

Knowledge workers specialize in acquiring, processing, and communicating information.

Question 24

Information technology addiction is

A) a condition that affects only those who work in high-tech jobs.
B) a false condition concocted by workers who fear technology and its capabilities.
C) a real problem that can lead to serious psychological problems.
D) none of the above.

Question 25

Which of the following is not a characteristic of ethical communication?

A) It includes all relevant information.
B) It is designed to hide some negative information.
C) It is not deceptive in any way.
D) It is true in every sense.

Question 26

In order for audience members to respond appropriately to a business message, they must

A) be motivated to respond to the message.
B) be able to respond to the message.
C) remember the message.
D) do all of the above.

Question 27

To help establish clear guidelines for ethical behavior, many companies provide employees a written

A) code of ethics.
B) ethical lapse.
C) ethics audit.
D) ethical dilemma.

Question 28

Which of the following is an example of an ethical lapse?

A) Telling your supervisor that another employee is stealing office supplies
B) Putting unsigned suggestions in the company suggestion box
C) Providing incorrect data in a report, even though you did not know it was incorrect at the time
D) Sharing confidential information with a new employer about your previous (competing) employer's major clients

Question 29

Most companies that embrace Business Communication 2.0

A) adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach.
B) will eventually return to a 1.0 approach, since the technology turns out to be too complicated for most employees.
C) completely abandon the traditional approach to communication.
D) do none of the above.

Question 30

The "information technology paradox" refers to

A) widespread confusion over how to utilize email and IM.
B) the idea that information tools (such as email) can waste as much time as they save.
C) the idea that technology has cut down interpersonal communication in business.
D) none of the above.

Question 31

Which of the following is the best example of an ethical dilemma?

A) Deciding whether or not to promote the employee who has the better performance record or the employee who seems to be the better leader
B) Deciding whether or not to use the copy machine for personal papers
C) Deciding whether or not to tell an employee that he needs to improve his performance
D) Deciding whether or not to declare the costs of your vacation travel as a deductible business expense

Question 32

The accepted principles of conduct that govern behavior within a society are known as

A) laws.
B) ethics.
C) social guidelines.
D) none of the above.

Question 33

Flatter organizational structures generally create less distortion when it comes to internal communication.

Question 34

Among other factors, the globalization of business has decreased the demand for skilled communicators.

Question 35

One major difference between the 1.0 and 2.0 approaches to business communication is that in the 2.0 approach audiences are encouraged to be

A) compliant listeners.
B) active participants in the communication.
C) passive recipients of the information the sender shares.
D) any of the above.

Question 36

All of the following are examples of unethical communication except

A) distorting visuals.
B) using jargon.
C) selective misquoting.
D) plagiarism.

Question 37

Which of the following is the best solution to technology-related problems such as inappropriate use of the web and social media in the workplace?

A) Forbidding employees to use the web while they are in the office
B) Requiring employees to turn off their smartphones when they arrive for work
C) Rewarding employees who call your attention to those who are using these technologies inappropriately
D) Developing clear policies that are evenly enforced

Question 38

Whereas Business Communication 1.0 tends to emphasize ________, Business Communication 2.0 focuses more on ________.

A) collaboration, isolation
B) discussion, lecture
C) control, influence
D) permission, intrusion

Question 39

Which of the following is an example of Business Communication 2.0 in action?

A) An electronics store invites customers to submit YouTube videos showing how to install home theater systems.
B) A manager sends out weekly newsletters to employees.
C) An advertising firm creates a television commercial for a local automobile dealer.
D) All of the above are examples of Business Communication 2.0.

Question 40

Workforce diversity includes differences not only in race but also in gender, education, and other areas.

Question 41

Most of the information that flows downward in an organization is geared toward helping employees do their jobs.

Question 42

Factors such as poor acoustics and uncomfortable meeting rooms can be annoying but are not really that important when it comes to communication.

Question 43

Most organizations that embrace the 2.0 approach to business communication will still follow a more traditional approach for some communications (such as strategic plans and policy documents).

Question 44

Despite predictions to the contrary, social media tools (such as blogs, social networks, and wikis) have had relatively little influence on the way companies communicate with customers.

Question 45

A corporate culture is primarily concerned with what kind of art, music, and literature its leaders are interested in.

Question 46

Filtering messages can occur unintentionally and lead communicators to miss out on information they need.

Question 47

Within organizations, formal communication is upward and downward, while informal communication is always horizontal.

Question 48

As long as employees get the job done, most companies are not concerned with employees meeting expectations of business etiquette.

Question 49

The 2.0 approach to business communication emphasizes interaction and conversation among senders and audiences.

Question 50

The communication process is a simple one consisting of only two steps: the sender transmits the message and the receiver gets the message.

Question 51

Because external communication is carefully orchestrated, almost none of it occurs informally.

Question 52

The rumor mill tends to be most active when employees receive too much information about their company.

Question 53

Downward communication flows from employees to executives, providing accurate, timely reports on problems, trends, opportunities, grievances, and performance.

Question 54

The only real difference between the "1.0" and "2.0" approaches to Business Communication is that 2.0 involves using more communication technology.

Question 55

Emotional intelligence involves the ability to relate to the needs of others.

Question 56

Multitasking generally enhances the quality of employees' communication.

Question 57

In business, you can usually count on having your audience's full attention for important messages.

Question 58

Upward communication generally helps executives solve problems and make intelligent decisions.

Question 59

In a virtual organization, a software company may take in a manufacturing firm to make the DVDs that contain the software that it offers.

Question 60

Successful organizations usually avoid the need for feedback.

Question 61

"Stealth marketing" involves promoting products and services to customers who don't know they're being marketed to.

Question 62

When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse.

Question 63

In the communication process, ________ describes the step in which the audience extracts the idea from a message.

Question 64

Although intellectual property laws were once a serious concern, the ease of sharing information through social media has decreased the need to be concerned with them.

Question 65

Understanding and respecting the members of your audience and making every effort to get your message across in a meaningful way is necessary to adopt an ________ -________ approach.

Question 66

Ethics can be defined as not doing anything illegal.

Question 67

A ________ ________ is the mixture of values, traditions, and habits that give a company its atmosphere or personality.

Question 68

Social ________ tools such as blogs, wikis, and social networks have paved the way for companies to embrace the "2.0" approach to business communication.

Question 69

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

Question 70

Workforce ________ refers to all the differences among the people you come into contact with on the job, including age, gender, sexual orientation, education, and so forth.

Question 71

Too much information can be worse than not enough information.

Question 72

Even if a long report requires no immediate action from recipients, it's best not to mention that fact to ensure that they read the report.

Question 73

A message that is intended to mislead or manipulate the audience is unethical, even if its content is true.

Question 74

Effective communicators mark all email messages as "urgent" to make sure the audience responds.

Question 75

When a sender puts an idea into a message, the sender is ________ the idea.

Question 76

Communication is the process of transferring ________ and ________ between senders and receivers.

Question 77

________ ________ refers to the ability to relate to the needs of others, and is widely considered to be a vital characteristic of successful managers and leaders.

Question 78

Selective ________ is the process of distorting or ignoring information that does not fit one's view of reality.

Question 79

Plagiarism is only a problem in the classroom. In the business environment, it's just another term for information sharing.

Question 80

Using a wiki for employee training purposes is an example of the 2.0 approach to business communication.