Deck 9: Communication

Question 1

The ________ is a major form of the informal communication network.

A) Employee handbook
B) Employee newsletter
C) Department meeting
D) Grapevine

Answer 1

D

Question 2

________ workplace communication includes communication within your immediate department, division, or throughout a company.

A) Formal
B) Informal
C) Network
D) Nonformal

Answer 2

A

Question 3

Formal communication can occur either:

A) Horizontally or in reverse
B) Vertically or in reverse
C) Vertically or horizontally
D) Organizationally or in reverse

Answer 3

C

Question 4

If you make a poor choice and speak poorly of a coworker behind his or her back:

A) If confronted, lie and say you never said anything bad
B) Immediately apologize to the person you offended
C) Keep silent and hope no one notices
D) None of the above

Question 5

When the grapevine is targeting individuals and their personal lives, it is called:

A) Gossip
B) Innuendo
C) Informal communication
D) None of the above

Question 6

Formal ________ communication occurs among individuals or departments at the same or close organizational levels.

A) Vertical
B) Horizontal
C) Organizational
D) Reverse

Question 7

________ workplace communication occurs among individuals without regard to the formal lines of authority.

A) Informal
B) Formal
C) Horizontal
D) Vertical

Question 8

If someone starts to share gossip with you, you should:

A) Transition the conversation to a more positive subject
B) Politely interrupt
C) Defend your coworker
D) All of the above

Question 9

________ is the process of a sender sending a message to an individual (receiver) with the purpose of creating mutual understanding.

A) Encoding
B) Gossip
C) Communication
D) Sending

Question 10

Examples of noise include:

A) You wondering what you will have for dinner
B) The hum of a copy machine operating
C) A motivational poster hanging in an office
D) All of the above

Question 11

Examples of formal communication include a (n):

A) E-mail message, a memo, and the grapevine
B) Organization chart and the grapevine
C) Memo and an e-mail message
D) Memo, the grapevine, and an organization chart

Question 12

Examples of informal communication include:

A) A memo informing you of a new policy
B) Friends telling you about a new policy during your lunch break
C) Your boss telling you about a new policy in a meeting
D) All of the above

Question 13

The goal of effective workplace communication is to:

A) Overcommunicate
B) Use it to your advantage
C) Withhold information
D) All of the above

Question 14

Gossip is:

A) A form of disrespect
B) Inappropriate at work
C) Both A and B
D) None of the above

Question 15

The two primary workplace communication channels include:

A) Formal and network
B) Formal and nonformal
C) Informal and network
D) Formal and informal

Question 16

When discovering you are the topic of the rumor mill, you should:

A) Tell your boss
B) Ignore the personal attacks
C) Send an e-mail message to your coworkers clarifying the rumor
D) Confront the gossip

Question 17

Examples of feedback include:

A) Written, verbal, or nonverbal communication
B) Noise, encoding, and decoding
C) Both A and B
D) None of the above

Question 18

________ communication is workplace communication that occurs through the formal lines of authority.

A) Informal
B) Network
C) Nonformal
D) Formal

Question 19

Formal ________ communication comes in the form of policies, procedures, directives, and through the organization chart.

A) Reverse
B) Horizontal
C) Vertical
D) Organizational

Question 20

At work, you have the obligation to share information that is:

A) Timely
B) Accurate
C) Appropriate
D) All of the above

Question 21

To eliminate any miscommunication with your body positioning, whenever possible, keep your:

A) Hands behind your back
B) Hands in your pocket
C) Arms to your side
D) Arms crossed

Question 22

When using verbal communication, it is important to:

A) Carefully select your words
B) Stop and listen
C) Both A and B
D) None of the above

Question 23

An example of an inappropriate hand gesture includes:

A) Holding a coffee cup
B) A handshake
C) Waving hello
D) Tapping your fingers

Question 24

Apart from a ________, touching another person at work is not acceptable.

A) Hug
B) Handshake
C) Shoulder tap
D) None of the above

Question 25

Nervous hand gestures that should be eliminated include all of the following EXCEPT:

A) Nail-biting
B) Finger-tapping
C) Handshakes
D) Knuckle-popping

Question 26

________ is how the receiver identifies to the sender how he or she interprets the original message.

A) Feedback
B) Noise
C) Re-sending
D) Decoding

Question 27

The goal of effective workplace communication is to:

A) Create barriers
B) Create mutual understanding
C) Eliminate mutual understanding
D) None of the above

Question 28

________ communication is the process of using words to send a message.

A) Informal
B) Oral
C) Verbal
D) Formal

Question 29

When relying solely on written communication, the sender will make conclusions about you based upon:

A) Vocabulary
B) Grammar
C) Presentation/formatting
D) All of the above

Question 30

When people are nervous or excited, they frequently:

A) Speak quickly
B) Slur their words
C) Speak slowly
D) None of the above

Question 31

Written business correspondence includes:

A) E-mail messages
B) Business letters
C) Memos
D) All of the above

Question 32

Nonverbal communication includes:

A) Tone of voice
B) Eye contact
C) Facial expressions
D) All of the above

Question 33

A barrier to effective communication is called:

A)Feedback
B) Re-sending
C) Rewinding
D) Noise

Question 34

Identifying how a message will be sent is called:

A) Encoding
B) Decoding
C) Receiving
D) Sending

Question 35

Communication starts with a (n) ________ encoding a message.

A) Noise
B) Decoder
C) Sender
D) Encoder

Question 36

Make an effort to control your ________ at work.

A) Emotions
B) Emails received
C) Phone messages
D) Number of letters sent

Question 37

An element of verbal communication includes:

A) Listening
B) A letter
C) Personal space
D) Eye contact

Question 38

________ is when a receiver interprets the sent message.

A) Encoding
B) Interpreting
C) Transmitting
D) Decoding

Question 39

Receivers are at a disadvantage in interpreting written communication because they don't:

A) Have the assistance of verbal communication
B) Have the assistance of nonverbal communication
C) Both A and B
D) None of the above

Question 40

The primary types of communication media include:

A) Verbal, nonverbal, and written
B) Nonverbal, written, and formal
C) Verbal, oral, and body language
D) None of the above

Question 41

Business letters should be keyboarded on:

A) Letterhead
B) Personal note cards
C) Legal paper
D) Standard bond paper

Question 42

A business letter includes all of the following EXCEPT:

A) A salutation or subject line
B) The sender's first and last name
C) Right alignment for date only
D) The receiver's name and business title

Question 43

When sending written correspondence, send:

A) A copy to anyone affected by the correspondence
B) Copies to as many people as possible
C) A "blind" copy to the boss of the recipient
D) All of the above

Question 44

Effective documentation includes:

A) Where the event could have occurred
B) Details about what someone might have said
C) Noting who said what to whom
D) Keeping all documentation in memo form

Question 45

Written communication:

A) Is only used when sending a message to individuals outside the company
B) Must always be placed on company letterhead
C) Should always be proofread by a coworker before being sent
D) None of the above

Question 46

Thank-you notes should be sent:

A) At least once a day to a coworker
B) To someone who gives you a card
C) To anyone who says something nice to you at work
D) To someone who does something for you that took more than 5 minutes

Question 47

________ is an important paper trail that assists in remembering important events.

A) Documentation
B) A calendar
C) A filing system
D) None of the above

Question 48

A memo should include all of the following EXCEPT:

A) Sender's name
B) Date
C) Receiver's address
D) Subject

Question 49

The ________ is used for internal communication.

A) Business policy
B) Business posting
C) Business letter
D) Business memo

Question 50

When writing correspondence that is communicating negative information:

A) Make sure the correspondence expresses your frustration and anger
B) Make the negative information addressed to the person, not the situation
C) Have a coworker proofread the correspondence to ensure your frustration is clearly expressed
D) Make your correspondence is free from emotion

Question 51

The ________ is used when your message is being sent to an individual outside of your organization.

A) Letter
B) Voice-mail message
C) E-mail message
D) None of the above

Question 52

A formal business letter is sent in a(n):

A) Number 10 envelope
B) 11 x 14 envelope
C) 9 x 12 envelope
D) Number 8 envelope

Question 53

Effective documentation includes the following EXCEPT:

A) Who
B) When
C) Why
D) All of the above

Question 54

Thank-you notes should be:

A) In pen
B) Brief
C) Handwritten on a note card
D) All of the above

Question 55

Documentation should:

A) Be kept in a secure, private location
B) Should be handwritten
C) Should be shared only with your attorney
D) None of the above

Question 56

The four primary types of business correspondence include all the following EXCEPT:

A) Internal memo
B) Personal e-mail message
C) Business letter
D) All of the above

Question 57

The first step in any professional correspondence is to:

A) Include negative comments
B) State an objective
C) Write a draft message
D) Get it out quickly

Question 58

When addressing a negative situation:

A) Convey anger if necessary and appropriate
B) Include emotions
C) Address the situation and not the person
D) All of the above

Question 59

The key to successful written communication is to:

A) Hand-write all messages
B) Avoid proofreading
C) Choose words clearly and concisely
D) Use simple words

Question 60

A ________ is a powerful tool for building relationships.

A) E-mail message
B) Business letter
C) Professional voice-mail message
D) Handwritten thank-you note

Question 61

Most formal presentations include three elements:

A) Support content, group content, graphics content
B) Verbal content, visual content, support content
C) Visual content, graphics content, charts content
D) Verbal content, graphics content, charts content
TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.

Question 62

When reviewing missed phone messages:

A) Not return calls but rather wait for the callers to call back
B) Return all calls
C) Return only calls to people you like
D) None of the above

Question 63

The grapevine can be informational with matters of importance to employees.

Question 64

When leaving a voice-mail message:

A) State your name and the purpose of your call
B) Speak clearly and slowly
C) Leave a return phone number
D) All of the above

Question 65

Communication is being able to convey a message from a sender to a receiver.

Question 66

If your telephone rings when you are in your office and are NOT alone, you should:

A) Answer the phone
B) Excuse your guest and take the call in private
C) Ignore the call, unless you are expecting an important call that you have notified your guest beforehand
D) None of the above

Question 67

You should express kindness to others with both your words and body language.

Question 68

When answering a telephone at work:

A) Speak clearly and slowly
B) Smile when talking
C) Try to answer on the first ring
D) All of the above

Question 69

For work-related matters, your voice-mail message should:

A) Contain music and/or humor
B) Include your name
C) Both A and B
D) None of the above

Question 70

Formal communication may occur when talking with coworkers in the breakroom.

Question 71

The only appropriate time to use profane and offensive language is when you:

A) Are making a point
B) Quit your job
C) Are in conflict with your boss
D) It is not appropriate to use profane and offensive language

Question 72

A successful business presentation begins with:

A) A goal
B) Graphics
C) An outline
D) None of the above

Question 73

It is inappropriate to acknowledge informal communication at work.

Question 74

Foul language at work is:

A) Appropriate if coworkers and/or your boss utilize foul language
B) Unacceptable in any situation
C) Acceptable only when in writing
D) Acceptable if you only think the words and don't speak them

Question 75

The one word that often dominates our vocabulary, but its use should be limited at work, is the word:

A) You
B) I
C) Help
D) We

Question 76

Effective communication is necessary for workplace success.

Question 77

The goal of communication is to create a mutual understanding between the transmitter and the encoder.

Question 78

The communication process involves noise and feedback.

Question 79

Communication involves encoding, which is how the receiver interprets the message.

Question 80

Sexist and offensive names are:

A) Acceptable if everyone at work utilizes the vocabulary
B) Acceptable if the person is of the same sex
C) Not acceptable
D) Acceptable if the individual isn't offended or insulted by the names