Question 1

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.

Accepted Answer

Successful communicators avoid assumptions; learn about all cultures; invite, use, and give feedback; 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.

Question 2

The central objective of communication is the transmission of meaning.

Accepted Answer

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.

Question 3

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.

Accepted Answer

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.

Question 4

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.

Accepted Answer

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 bottom-line business strategy to improve employee relationships and to increase productivity.

Question 5

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.

Accepted Answer

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.

Question 6

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 contact me if you have any questions.

Accepted Answer

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.

Question 7

Words have the same basic meanings for everyone; therefore, messages communicated verbally are always understood.

Accepted Answer

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.

Question 8

Because of today's communication technology, writing skills are less important than in the past.

Accepted Answer

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.

Question 9

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.

Accepted Answer

The belief that all members of a group have the same behavioral pattern is stereotyping and not ethnocentrism, tolerance, or a cultural norm.

Question 10

In making hiring decisions, employers often rank communication skills among the most requested competencies.

Accepted Answer

Employers often rank communication skills among the most requested competencies in making hiring decisions.

Question 11

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.

Accepted Answer

When speaking with someone for whom English is a second language, you should confirm the results and agreements in writing.

Question 12

Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.

Accepted Answer

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.

Question 13

Anything that disrupts the transmission of a message in the communication process is called noise.

Accepted Answer

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.

Question 14

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.

Accepted Answer

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.

Question 15

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.

Accepted Answer

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.

Question 16

Most people listen with 50 percent or higher efficiency.

Accepted Answer

Some researchers suggest that we listen at only 25 percent efficiency.

Question 17

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.

Accepted Answer

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.

Question 18

After explaining a new procedure to her employees, Amy asks, "Is there anything that wasn't clear?" She is asking this question to encourage feedback.

Accepted Answer

Amy can encourage feedback by asking questions such as "Is there anything that wasn't clear?"

Question 19

We are born with the ability to read, listen, speak, and write.

Accepted Answer

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.

Question 20

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.

Accepted Answer

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.

Quiz 1: Communication Skills As Career Filters

Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own and other cultures, and

The central objective of communication is the transmission of meaning.

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

Which of the following is a benefit of a diverse work environment?

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

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

Words have the same basic meanings for everyone; therefore, messages communicated verbally are always understood.

Because of today's communication technology, writing skills are less important than in the past.

An American businessperson who thinks that all Swiss are hard-working, efficient, and neat is illustrating an example of

In making hiring decisions, employers often rank communication skills among the most requested competencies.

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

Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.

Anything that disrupts the transmission of a message in the communication process is called noise.

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.

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

Most people listen with 50 percent or higher efficiency.

Working with people from other cultures will requires tolerance. One of the best ways to become more tolerant is by

After explaining a new procedure to her employees, Amy asks, "Is there anything that wasn't clear?" She is asking this question to encourage feedback.

We are born with the ability to read, listen, speak, and write.

Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the contract?