BUS 130 Exam 1

Communication is the process of A) transferring information and meaning. B) listening actively. C) writing messages. D) speaking to others. E) none of the above.

A

During the ________ of the group-development process, the members of a problem-solving team will begin to discuss their differing opinions and perspectives and become more assertive in establishing their roles. A) conflict phase B) reinforcement phase C) orientation phase D) brainstorming phase E) intensification phase

A

In participative management A) employees are involved in the company's decision-making. B) all top-level managers participate in profit sharing. C) teams are discouraged in favor of individual achievement. D) an authoritarian management model is used. E) managers have exclusive control.

A

Information overload is A) a real problem that can lead to exhaustion and interfere with personal relationships. B) a false condition concocted by workers who fear technology and its capabilities. C) a condition that affects only those who work in high-tech jobs. D) especially prevalent among elderly Americans. E) none of the above.

A

One member of a task force on which you serve is particularly good at helping other members get along and work through their differences. This individual plays a(n) ________ role. A) team-maintenance B) task-oriented C) self-oriented D) coordinating E) empathic

A

Only one sales representative can go to the conference in Hawaii, but both Susan and Sean want to go. After much discussion and arguing, they draw straws and Susan gets the trip. This is an example of A) a win-lose situation. B) the five-step decision-making process. C) the best way to deal with a conflict. D) a lose-lose situation. E) all of the above.

A

Regarding grammar and spelling in written communication, today's employers generally A) expect employees to follow accepted standards. B) take a laid-back approach as long as employees can get their point across. C) understand and accept that abbreviations (such as those used in text messaging) and informal language are now the norm. D) expect employees to use spell-check, but otherwise understand that mistakes are no big deal. E) want employees to speak and write informally, so everyone feels comfortable.

A

The 2.0 approach to business communication differs from the traditional approach because it encourages audiences to A) become active participants in the communication. B) listen compliantly and passively. C) absorb the information the sender shares. D) remain aloof when communicating in business. E) use introspection as the pathway to success.

A

The best time to distribute an agenda for a meeting is A) before the meeting begins. B) after the meeting ends. C) during the meeting. D) ten minutes after the meeting begins. E) none of the above

A

The receiver extracts the idea from the message in the ________ step of the communication process. A) decoding B) interpreting C) uncovering D) deciphering E) extrapolating

A

The term groupthink refers to A) the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to go along with majority opinion. B) the four-step decision-making process in groups. C) software programs that help groups make decisions. D) the basic rules that underlie a group's behavior. E) putting others first instead of being selfish.

A

The transference of data from a recipient's sensory memory to his or her short-term memory depends primarily on A) whether or not the recipient pays attention to the data. B) the recipient's I.Q. C) the time of day. D) how many times it's repeated. E) the medium used to communicate the data.

A

When composing collaborative messages, the best strategy is to A) avoid composing as a group. B) begin by letting all members "do their own thing" and then seeing what they all produce. C) let all members use their own preferred software. D) make the team as large as possible in order to cover every possible area of expertise. E) insist that no one is leaving the room until the task is complete.

A

Which of the following is an example of an ethical dilemma? A) Deciding whether or not to inform employees that layoffs are coming as they work on finishing a big project B) Deciding whether or not to tell an employee that he needs to improve his performance C) Deciding whether or not to use the copy machine for personal papers D) Deciding whether or not to declare the costs of your vacation travel as a deductible business expense E) Deciding whether to use your corporate credit card to buy fuel for a personal trip

A

Which of the following is not one of the five ways to get the audience to notice your messages? A) Acknowledge the importance of the situation. B) Address the audience's wants and needs. C) Use words, images, and designs that are familiar. D) Consider audience expectations. E) Ensure ease of use.

A

Which one of the following is not one of the traits possessed by professionals? A) Meeting minimum expectations B) Demonstrating a sense of etiquette C) Maintaining a positive outlook D) Being dependable and accountable E) None of the above

A

With the availability of telepresence and other sophisticated meeting technologies, face-to-face meetings A) are still valuable in many situations. B) are wasteful and unnecessary. C) should happen only when the topic is highly controversial. D) offer nothing that technology cannot replicate. E) should be avoided, even when participants work in close proximity.

A

With the exception of ________, all of the following represent unethical communication. A) using technical jargon B) selective misquoting C) distorting visuals D) plagiarizing the work of others E) omitting information that doesn't support your argument

A

"Business Communication 2.0" refers to A) high-level correspondence as opposed to routine documents. B) a new approach to business communication, emphasizing interaction and conversation rather than one-way publication. C) specialized software that enables professionals to create impressive documents easily and efficiently. D) the informal, abbreviation-laden writing style of today's younger generation. E) none of the above.

B

A flatter organizational structure A) tends to increase the chance of communication breakdowns. B) helps make communication flow more efficiently. C) is obsolete now that social networking is so widespread. D) is helpful for small companies only. E) makes internal conflict more difficult to manage.

B

A hidden agenda refers to A) a meeting agenda that is not revealed to others outside the meeting group. B) individuals' private, counterproductive motives. C) an agenda that members must look for before they can attend a meeting. D) an approach to group dynamics that helps facilitate group functioning. E) an agenda that is not shared until the meeting begins.

B

All of the following except ________ can facilitate the business communication process through the effective use of communication technology. A) using technological tools productively B) staying connected around the clock C) guarding against information overload D) keeping technology in perspective E) reconnecting with people

B

An example of downward communication is A) a junior staff person giving information to a staff supervisor. B) a sales manager giving instructions to a salesperson. C) an email message about sick leave from one staff secretary to another. D) a company briefing held on the organization's top floor. E) a conversation between colleagues that quickly becomes hostile

B

At the last staff meeting, someone suggested that using parliamentary procedure would help make the meetings more efficient. To learn more about parliamentary procedure, which of the following should you consult? A) SEC Standards of Ethics B) Robert's Rules of Order C) Generally Accepted Accounting Principles D) Fundamental Meeting Management E) Congressional Meeting Policies and Procedures

B

In ________, communication breakdowns and delays can occur as messages move up and down through multiple layers of management. A) inverted organizational structures B) tall organizational structures C) reflexive organizational structures D) open organizational structures E) flat organizational structures

B

In today's business environment, multitasking A) is expected and unavoidable. B) can, in many cases, reduce productivity and increase errors. C) is a great way to increase productivity and improve the quality of your work. D) shows that you are serious about your work. E) is less distracting than ever before, thanks to smartphones and other portable electronics.

B

In which of the following organizational structures do employees report to two managers at the same time? A) virtual organization B) matrix structure C) network structure D) modern structure E) none of the above

B

The ________ is the form a message takes and the ________ is the system used to deliver the message. A) channel, medium B) medium, channel C) method, schematic D) tunnel, pipeline E) format, route

B

Turning your mobile phone off before meetings is A) frowned upon, since it causes you to disconnect from colleagues and clients. B) an effective way to help minimize barriers and distractions. C) helpful only if you are not in a managerial position. D) often grounds for dismissal in today's high-tech environment. E) costly and inappropriate, since you might miss an important message from a potential client. F) necessary only if your device does not have a silent mode.

B

Uncomfortable meeting rooms, multitasking, and computer screens filled with popup messages are all examples of A) problems with feedback. B) distractions. C) problems with background differences. D) overload problems. E) social media.

B

Using technology for communication in the business world A) complicates the communication process for everyone who's involved. B) can improve or worsen the communication's quality, depending on how it is used. C) always improves the quality and effectiveness of business communication. D) rarely improves the quality and effectiveness of business communication. E) none of the above.

B

Which of the following is an example of Business Communication 2.0 in action? A) A manager sends out weekly newsletters to employees. B) An electronics store invites customers to submit YouTube videos showing how to install home theater systems. C) An advertising firm creates a television commercial for a local automobile dealer. D) A small business owner rents sign space on neglected downtown buildings to promote revitalization efforts. E) All of the above are examples of Business Communication 2.0.

B

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

B

Which of the following is not a characteristic of effective business messages? A) They provide practical information. B) They present the writer's opinions as facts. C) They state precise audience responsibilities. D) They highlight and summarize essential information. E) They are short.

B

Which of the following is not a characteristic of ethical communication? A) It includes all relevant information. B) It is intended to hide some negative information. C) It is true in every sense. D) It is not deceptive in any way. E) It is vital for formal communication, but less important for informal.

B

Which of the following is not a way teams help organizations to succeed? A) Increase information and knowledge B) Increase groupthink among members C) Increase performance levels D) Increase diversity of views E) Increase acceptance of a solution

B

You and several coworkers serve on a task force charged with updating the company's personnel-policy manual. To proceed effectively, you should concentrate on A) pointing out as many typos, misspellings, and grammatical errors as possible. B) ensuring that all members have a clear and shared sense of purpose. C) making other team members feel good. D) making the manual as long as possible (to let everyone know you are serious). E) doing all of the above.

B

________ is the quality of performing at a high level and conducting oneself with purpose and pride. A) Expediency B) Professionalism C) Entrepreneurialism D) Impressionism E) Showboating

B

"Emotional intelligence" refers, in part, to A) the ability to keep emotions completely out of your communication at work. B) the ability to figure out what others are thinking, even before they speak. C) the ability to relate to the needs of others. D) knowing how to diagnose and treat emotional problems in one's co-workers. E) an aptitude for manipulating others' emotions.

C

"Virtual offices" that give everyone on a team access to the same set of resources and information are called A) instant messaging software. B) videoconferencing systems. C) shared workspaces. D) extended databases. E) none of the above.

C

17) The final step in the communication process is A) receiving the message. B) sending the message. C) the audience providing feedback to the sender. D) interpreting the message. E) decoding the message.

C

A corporate executive who's staked her reputation on an aggressive advertising strategy might use ________ to distort or ignore evidence that suggests the strategy isn't succeeding. A) discrimination B) misapprehension C) selective perception D) stereotypical receptivity E) counterintuitive modeling

C

An audience-centered approach to communication involves A) saying whatever it takes to win over the members of your audience. B) embedding a layer of technology between you and the members of your audience. C) respecting, understanding and meeting the needs of your audience. D) focusing on how the members of your audience can help you obtain your goals. E) doing all of the above.

C

An example of horizontal communication is A) a junior staff person giving information to a staff supervisor. B) a company briefing held on the organization's ground floor. C) an email message about sick leave sent from one department secretary to a secretary in a different department. D) an email message that sparks a chain of multiple replies. E) all of the above.

C

Every organization has ________, which encompasses all communication that occurs outside the lines of command in the company's organizational structure. A) an online social networking presence B) an extraneous communication network C) an informal communication network D) an internal communication network E) a transitional communication system

C

Generally speaking, limitations of the formal communication network A) discourage employees from taking advantage of social media. B) have not affected the popularity of social media in the business environment. C) have helped to spur the growth of social media in the business environment. D) tend to decrease employees' dependence on the Internet. E) do none of the above.

C

Group members who are motivated mainly to fulfill personal needs play a(n) ________ role. A) team-maintenance B) task-oriented C) self-oriented D) coordinating E) empathic

C

If you encounter a group member who is resistant to change, A) be aggressive and confrontational. B) use logic to overcome the resistance. C) empathize with his or her concerns. D) tell that person to quit whining and get back to work. E) expel that person from the team to show that a poor attitude won't be tolerated.

C

In the first step of the communication process, the sender A) decides what to say. B) chooses a communication channel. C) has an idea. D) chooses a communication medium. E) evaluates his or her options

C

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

C

Parliamentary procedure A) tends to slow meetings down. B) contributes to dissent among participants. C) helps meetings run more smoothly. D) is useful only for meetings with more than a dozen participants. E) is a longstanding tradition in Europe, but has not caught on in the U.S.

C

The "information technology paradox" refers to A) widespread confusion over how to utilize email and IM. B) the idea that technology has cut down interpersonal communication in business. C) the idea that the use of information technology can waste as much time as it saves. D) frustration surrounding incompatibility between Apple and Microsoft operating systems. E) none of the above.

C

The accepted principles of conduct that govern behavior within a society are known as A) laws. B) social guidelines. C) ethics. D) protocols. E) none of the above.

C

The term corporate culture refers to A) the number of organizational levels within a corporation. B) the extent to which corporations dominate a particular culture. C) the mixture of values, traditions, and habits that give a company its atmosphere and personality. D) a company's sponsorship of events such as concerts and plays. E) the heavy influence business has had on our society.

C

To actually receive a message, a person needs to do all of the following except A) sense the presence of the message. B) select it from other messages. C) understand the message. D) perceive it as an actual message. E) none of the above.

C

Using words, images, and designs that are familiar to your audience will generally A) mean fewer people will pay any attention to your messages. B) frustrate customers who will confuse your company with others. C) increase the chances that your messages will be noticed. D) be viewed negatively by current and prospective clients. E) prevent your messages from standing out.

C

Whereas Business Communication 1.0 tends to emphasize ________, Business Communication 2.0 focuses more on ________. A) discussion, lecture B) collaboration, isolation C) publication, conversation D) permission, intrusion E) receivers, senders

C

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) Developing clear policies that are evenly enforced D) Rewarding employees who call your attention to those who are using these technologies inappropriately E) "Going green" by removing all electronic devices (except telephones) from the office

C

Within the context of social media, the term ________ refers to a sense of openness, of giving all participants access to the information they need to understand the messages they are receiving. A) transformation B) transubstantiation C) transparency D) transcendence E) translucency

C

________ are informal standards of conduct that team members share. A) Group maintenance roles B) Rules of parliamentary procedure C) Group norms D) Robert's Rules E) Group dynamics

C

________ communication flows between departments to help employees share information, coordinate tasks, and solve complex problems. A) Upward B) Downward C) Horizontal D) Diagonal E) Circular

C

"Knowledge workers" are A) employees who are responsible for orienting new executives. B) charged with periodically testing all employees for proper training. C) employees who are not on the payroll, but instead work for the knowledge they can gain from the experience. D) employees at all levels of an organization who specialize in acquiring, processing, and communicating information. E) no longer needed, since the Internet provides employees with all the information they require.

D

A(n) ________ communication climate is one that promotes candor, honesty, and the sharing of negative information. A) free-flowing B) liberal C) virtual D) open E) none of the above

D

All of the following except ________ will make your business messages more effective. A) providing practical information B) clarifying expectations and responsibilities C) presenting information in a concise efficient manner D) discussing personal issues and complaining about problems E) All of the above make business messages more effective.

D

As a contemporary approach to business communication, the ________ is interactive, conversational, and usually open to all who wish to participate. A) reflexive communication model B) computer-assisted communication model C) give and take communication model D) social communication model E) corporate communication model

D

Attempting to promote products and services to customers who don't know they're being marketed to is known as ________ marketing. A) viral B) surprise C) undercover D) stealth E) hidden

D

In a ________ structure, a company supplements the talents of its employees with services from one or more external partners, such as a design lab or a sales and distribution company. A) matrix B) tall C) flat D) network E) broad

D

In most organizations, the rumor mill tends to be particularly active when A) employees are satisfied with their jobs. B) formal communication channels are working efficiently. C) employees are wasting company time. D) the formal communication network is not providing the information employees want. E) there is a lack of gender balance among the employees.

D

In order for audience members to respond appropriately to a business message, they must A) remember the message. B) be able to respond to the message. C) be motivated to respond to the message. D) do all of the above. E) do none of the above--communication is a simple process that everyone is naturally good at.

D

Much of your workplace communication will occur during in-person or online meetings. If you're leading a meeting, you can help to make sure it's productive by A) preparing carefully. B) conducting the meeting efficiently. C) using meeting technologies wisely. D) all of the above.

D

The primary difference between constructive feedback and destructive feedback is A) constructive feedback is focused on the people involved. B) destructive feedback is focused on the process and outcomes of communication. C) constructive feedback can hurt people's feelings. D) destructive feedback delivers criticism with no guidance for improvement. E) constructive feedback includes a threat of consequences for failure.

D

To help establish clear guidelines for ethical behavior, many companies provide employees a written A) ethics audit. B) ethical dilemma. C) ethical lapse. D) code of ethics. E) ethics contract.

D

According to the concept of emotional intelligence, if you'll be speaking to people you don't know and you can't find out more about them, A) don't worry about relating to their needs. B) put your own needs before their needs. C) rely on chance to help you relate to their needs. D) invite them to discover more about you and your needs. E) use common sense and imagination to relate to their needs.

E

Business communication is often more demanding than social communication because communication on the job is affected by the A) pervasiveness of technology. B) growing reliance on teamwork in business. C) globalization of business. D) increasing value of business information. E) all of the above.

E

Expressing an idea in words or images is known as the ________ step of the communication process. A) articulating B) crystallizing C) generating D) inscribing E) encoding

E

If you're the designated leader of a meeting, A) don't interfere if the discussion departs from the goals of the meeting. B) allow introverted participants to disengage from the meeting. C) act as an observer, and let the meeting "run itself." D) allow only one comment on each issue-otherwise discussion can take too long. E) do none of the above.

E

Improving your communication skills will enhance your career because A) having great ideas won't help you much, unless you can communicate them effectively. B) the higher you rise in an organization, the more important your communication skills will be. C) you'll need to connect with decision-makers outside of your area of expertise. D) you may need to communicate without the support of an established company network. E) all of the above.

E

Social networking technologies can help a company create communities of practice that A) discourage employees from socializing at work. B) compel employees to develop new workplace skills. C) discourage teamwork so individual employees can reach their full potential. D) help employees respect the distinction between personal time and work. E) link employees with similar professional interests throughout the company.

E

Stakeholders affected by the quality of business communication include A) customers. B) employees. C) suppliers. D) shareholders. E) all of the above.

E

Which of the following technologies are now used in business? A) Microblogs B) Video games C) Facebook D) Smartphones E) All of the above

E

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.

false

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

false

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

false

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

false

Ethics can be defined as not doing anything illegal.

false

Factors such as poor acoustics and uncomfortable meeting rooms can be annoying, but they don't affect communication.

false

It is never helpful to create a corporate culture that encourages employees to disagree with the boss.

false

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

false

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

false

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

false

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

true

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

true

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

true

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

true

Messages can be blocked or distorted by filters—any human or technological interventions between the sender and the receiver.

true

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

true

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).

true

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

true

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

true

You can help to reduce information overload if you avoid sending unnecessary messages.

true