Deck 6: Building Communication Skills

Question 1

Which of the following is NOT considered a communication method?

A) Verbal communications
B) Non-verbal communications
C) Written communications
D) Cultural communications

Answer 1

Cultural communications

Question 2

Various studies tell us that in a conversation or verbal exchange, what percentage is nonverbal clues?

A) 7-10%
B) 38-40%
C) 45-60%
D) 45-75%

Answer 2

45-75%

Question 3

Which of the following technologies have contributed to speeding up communications in business?

A) Instant messaging
B) Text messaging
C) E-mail
D) All of the above

Answer 3

All of the above

Question 4

Which of the following repetitious phrases should you avoid saying to improve your verbal communications?

A) Uh
B) You understand?
C) You know?
D) All of the above

Question 5

The way you dress creates a/an ________ to others and sends a message to customers and colleagues.

A) facial expression
B) image
C) posture
D) personal space

Question 6

Which of the following barriers to communication prevents understanding of a message because one thing was said and another was understood?

A) Using unfamiliar words
B) Emotional or physical distractions
C) Differing interpretations
D) Missing the meaning

Question 7

The person who writes outstanding business letters works at it continually by

A) carefully organizing the contents to accomplish its purpose.
B) anticipating reader reaction.
C) weighing each word.
D) All of the above.

Question 8

The "you" attitude means

A) writing from your point of view.
B) writing from the reader's point of view.
C) using "you" in as many sentences as possible.
D) overusing the word "you" in the document.

Question 9

Wordiness in writing also results in the inclusion of expressions, often called ________ that convey no meaning.

A) trite expressions
B) concise expressions
C) coherent expressions
D) None of these answers.

Question 10

________ is a report that tells the reader about a topic, idea, issue, or event, and the information is presented without analysis or recommendation.

A) Analytical report
B) Chronological report
C) Informational report
D) Scientific report

Question 11

Which of the following statements is NOT a barrier to communication?

A) Using familiar words
B) Differing interpretations
C) Knowing your purpose
D) Missing the meaning

Question 12

When you are an active listener

A) it fosters more meaningful, more helpful, and closer relationships.
B) you show the other person who you are and you want to understand.
C) you show the other person you accept and welcome him or her to talk to you.
D) All of the above.

Question 13

When typing an address on an envelope being sent to another country, the country name should be typed

A) on the last line in all caps.
B) under the postage stamp in all caps.
C) after the city name with no punctuation and in all caps.
D) on the first line in all caps.

Question 14

Before placing a letter signed by your manager in an envelope, be sure to

A) make a photocopy of any letter your manager has written on.
B) glance at the signature to know that it has been signed.
C) take the letter to the post office.
D) Both A and B.

Question 15

Ways a business can promote itself through networks such as MySpace, Facebook, Twitter, or LinkedIn is by

A) offering games for consumers to play.
B) setting up slides.
C) posting ads.
D) All of the above.

Question 16

A verbal communication can mean a telephone conversation, a voice mail message, a formal meeting, or even an informal chat with a coworker at lunch.

Question 17

Differing interpretations is perhaps the greatest barrier to effective communication.

Question 18

To effectively communicate with those from other cultures, use simple English, speak slowly and enunciate clearly.

Question 19

The purpose of any letter may be to inform, to create understanding and acceptance of an idea, to stimulate thought, or cause lack of action.

Question 20

The six C's of business writing are to write with completeness, correctness, coherence, conciseness, clearness, and casualness.

Question 21

One way to achieve a positive tone in your writing is to replace negative words and phrases with words and phrases that are positive in tone.

Question 22

When you are asked to write letters for your manager's signature, study your manager's letters to become thoroughly familiar with his or her vocabulary and style.

Question 23

Appointments are requested, granted, confirmed, changed, canceled, and sometimes refused as part of regular business procedure.

Question 24

Be prompt in sending thank-you letters because the reader may become angry.

Question 25

Mixed punctuation means there is no punctuation after the salutation and none after the complimentary close.

Question 26

Most acknowledgments either state or imply that another communication will follow.

Question 27

Clearness refers to the arrangement of words and ideas in logical order.

Question 28

The business letter is one of the main vehicles for transmitting messages between the organization and its customers or clients.

Question 29

Standard or regular memorandums are used mostly as records of information.

Question 30

Using the "you attitude" means to use "you" or "your" in as many sentences as possible.

Question 31

Addressed envelopes should be placed over each transcribed letter and its accompanying enclosures to separate each item from the other in the FOR SIGNATURE file.

Question 32

When an e-mail is sent the first time, the person responding should reply to this e-mail; when the originator of the first e-mail receives this reply and needs to respond, he or she should do so in the same e-mail, this avoiding breaking the e-mail thread.

Question 33

An office professional's mistakes could easily cost an organization goodwill, time, and money.

Question 34

The US Postal Service suggests all envelopes be addressed in lower case where appropriate with correct punctuation .

Question 35

Many businesses today have a written code of ethics that encompasses everything from ethics in business practices to ethics in receiving and writing e-mail.

Question 36

Explain how to be successful at communicating your ideas using verbal communication.

Question 37

Explain how emotional or physical distractions can affect verbal communication.

Question 38

Explain how you can improve your oral communication with those of other cultures.

Question 39

Explain how you can reflect a positive, sincere, and appropriate tone in your written communications.

Question 40

Before you put a letter in an envelope, what are some of the last-minute items you should check?