Deck 1: Business Communication Foundations

Question 1

Efforts to suppress an organization's open, honest, complete grapevine communication can lead to low employee morale.

Answer 1

True

Question 2

An individual's status within an organization has no affect on the communication process.

Answer 2

False

Question 3

LMN Clothing sent a letter to its credit card customers to give them advance notice of an upcoming sale.Harry Pasco received the letter, read it, and gave it to his neighbor; however, Harry did not shop at LMN during the sale.Harry's action means that LMN has achieved the goal of favorable response.

Answer 3

False

Question 4

Effective external communication has a greater impact on an organization's success than effective internal communication.

Question 5

The most important goal of business communication is that the receiver understands the message as the sender intends.

Question 6

Using the you-viewpoint means eliminating writer-centered words from a message.

Question 7

The components of the communication process model are sender, receiver, you-viewpoint, and communication barriers.

Question 8

The sender and receiver have equal responsibility for achieving the goals of business communication.

Question 9

As part of the communication process, the sender must encourage feedback and the receiver must provide feedback.

Question 10

Jackie Parcel works for Hamilton State Bank in Joplin, Missouri.When Jackie communicates with Rick Spliker, a representative of the Federal Reserve Bank in St.Louis, she is engaging in internal communication.

Question 11

A sender's credibility is based solely on the content of his or her message.

Question 12

To establish a favorable relationship, the message sender and receiver should relate to each other positively, personally, and professionally.

Question 13

Office politics may be positive or negative.

Question 14

Analyzing a receiver's knowledge will assist a writer in deciding whether to use the direct or indirect plan when organizing a message.

Question 15

Citing receiver benefits in a message not only fosters a favorable relationship between the sender and the receiver but also demonstrates use of the you-viewpoint.

Question 16

Serial communication may follow a horizontal path as well as a vertical path.

Question 17

When speakers use connotative words, they risk having the receiver infer a meaning different from what was intended.

Question 18

Employees help to establish and maintain organizational goodwill by communicating positively about the company's products, services, and personnel.

Question 19

A sender can initiate a message with written words, spoken words, or gestures.

Question 20

The two main types of communication are written and verbal.

Question 21

Which of the following is NOT a formal message?

A) A company's web page.
B) An e-mail announcing a new health-care benefit for employees.
C) The CEO speaking to employees at a company meeting.
D) Two employees discussing job sharing while at the company holiday party.

Question 22

Discuss the three internal communication patterns.

Question 23

Describe how to analyze a receiver.

Question 24

Tasha Gibbs, a clerk at Memories and More, must notify Alec Preble that the crystal vase he special ordered as a gift for his grandmother on her 70th birthday arrived with a crack in the base.Tasha has ordered a replacement vase, but it won't be delivered before Alec leaves for Grandma Preble's party.What method should Tasha use to convey her message?

A) E-mail
B) Face-to-face meeting
C) Letter
D) Memo
E) Telephone call

Question 25

Discuss the role of the sender and receiver in the communication process.

Question 26

Unlike journalistic or creative writing, business writing is:

A) brief.
B) structured.
C) topical.
D) transactional.

Question 27

Why should long, complex messages be written rather than spoken?

Question 28

Culture should be considered as part of which audience analysis element?

A) Attitudes
B) Emotional Reaction
C) Interests
D) Knowledge

Question 29

What is included in the "communication environment"?

Question 30

A receiver's concerns and needs are considered in which element of audience analysis?

A) Attitudes
B) Emotional Reaction
C) Interests
D) Knowledge

Question 31

Discuss using the you-viewpoint.Give an example of its use in a sentence.

Question 32

It was nearly 2a.m.when Jaynell Washington arrived at her hotel; she was tired and hungry.When she asked the desk clerk how to get to the hotel coffee shop, she was told it was closed.Disappointed, she went to her room.About 15 minutes later, the desk clerk arrived at Jaynell's room with a plate of cheese and fresh fruit.The clerk refused the tip Jaynell offered, and no food charge was added to her bill. By doing more than was expected, the desk clerk helped achieve the business communication goal of:

A) receiver understanding.
B) receiver response.
C) favorable relationship.
D) organizational goodwill.

Question 33

Why is e-mail a better choice for serial communication than an oral message?

Question 34

Which of the following sentences best reflects the you-viewpoint?

A) Bank with RiverCity Bank, the friendliest bank in town!
B) Make RiverCity Bank your bank.
C) To get the service you need and the respect you deserve, bank with River City Bank.
D) You'll like RiverCity Bank's location and services.

Question 35

Explain how the appearance of a message can be a barrier to effective communication.

Question 36

Distinguish between positive and negative office politics.

Question 37

Which of the following terms best describes the grapevine as a communication pattern?

A) Diagonal
B) Informal
C) Serial
D) Verbal

Question 38

The phrase "talking a mile a minute" is an example of a/an:

A) denotation.
B) idiom.
C) inference.
D) metaphor.

Question 39

Discuss the goals of business communication and identify which is most important.

Question 40

A communicator's status within an organization has the greatest influence in:

A) grapevine communication.
B) horizontal communication.
C) network communication.
D) vertical communication.