CTE

Which of the following is one of the ways used to encourage collaboration among new team members? Select one: A. Allow members bonding time B. Assume things are going well if there is no negative feedback C. Compose written information as a group D. Invite all interested parties to collaborate E. Encourage each team member to work in a style best suited to their personality

A. Allow members bonding time

Which of the following is one of the six distinct traits that best defines professionalism? Select one: A. Being dependable and accountable B. Actively listening to others C. Clarifying expectations and responsibilities D. Offering compelling and persuasive arguments E. Conveying decisions and providing information to help employees do their job

A. Being dependable and accountable Professionalism is the quality of performing at a high level and conducting oneself with purpose and pride. Professionalism can be broken down into six distinct traits: striving to excel, being dependable and accountable, being a team player, demonstrating a sense of etiquette, making ethical decisions, and maintaining a positive outlook.

Which of these skills is used to evaluate evidence completely and objectively in order to make sound recommendations? Select one: A. Critical thinking B. Persuasive arguments C. Professionalism D. Decoding skills E. A formal communication network

A. Critical thinking

Which of the following is a type of collaborative technology that can help people work on documents simultaneously, share files, and share the knowledge of multiple experts? Select one: A. Groupware B. Unified communication C. Virtual communities D. Shared workspaces E. Communities of practice

A. Groupware

Which of the following is an advantage of free writing? Select one: A. It helps you find your focus B. It limits how much information you need to find C. It helps you determine which information is ethical D. It allows for more concise and accurate information E. It helps you uncover the information needed by audience members

A. It helps you find your focus

In order for a message to be sent successfully, which of the following must happen? Select one: A. It must be decoded and meaning must be assigned B. The audience must be moved to respond C. You must tell the audience what technology platform was used D. Cultural beliefs have to match between the sender and the receiver E. There must be empathy for the audience

A. It must be decoded and meaning must be assigned

When working with people from other cultures, which of the following will help ensure proper etiquette in social settings? Select one: A. Learn about the customs of the other cultures B. Invite the group to dinner and cocktails to learn more about each other C. Don't shake hands unless invited to D. Introduce yourself with a humorous comment E. Explain your role in the organization

A. Learn about the customs of the other cultures

Which of the following steps should be taken when you have an important or complicated message to deliver by phone? Select one: A. Plan what you want to say before calling B. Be courteous C. Leave a detailed voice message describing when you will call and what the discussion will be about D. Be short and to the point, with more detailed information sent electronically E. Establish the needs of the person you are calling

A. Plan what you want to say before calling

Which of the following should be defined before shaping the direction and content of the meeting? Select one: A. Purpose B. Time C. Venue D. Agenda E. Participants

A. Purpose Meetings can focus on exchanging information, reaching decisions, or collaborating to solve problems or identify opportunities. Whatever your purpose, define the best possible result of the meeting. Use this hoped-for result to shape the direction and content of the meeting.

What is a communication medium? Select one: A. The form a message will take B. The number of potential distractions a message might encounter C. The communication channel used D. The appropriate length of a message E. The identification of the audience preference in receiving messages

A. The form a message will take The distinction between medium and channel can get a bit murky, but think of the medium as the form a message takes (such as a Twitter update) and the channel as the system used to deliver the message (such as a mobile phone).

n addition to the quantity of the information provided, how else can you be sure the information is meaningful to the audience? Select one: A. Use quality, accurate information B. Listen to their inner critic C. Use free writing D. Find a focus E. Write only to primary audience members

A. Use quality, accurate information

During which step of the writing process should a document be proofread? Select one: A. When completing the message B. Before a final product is created C. At any time during the writing stage D. After each paragraph E. Several times as needed

A. When completing the message

When receiving a request for information, why is it helpful to ask the requestor questions about how the information will be used? Select one: A. To better uncover audience needs B. To ensure information is ethical C. To help find focus D. To gather additional information E. To ensure information is accurate

A. To better uncover audience needs

When you're using a mobile device, making any of the following choices EXCEPT ________ will reflect negatively on your professionalism. Select one: A. asking for permission before using your device's camera B. texting during a meal or while someone is talking to you C. talking loudly in open offices or public places D. allowing incoming calls/texts to interrupt meetings or discussions

A. asking for permission before using your device's camera

Facebook, Twitter, YouTube, and other technologies are key elements of the ________, in which information tools can waste as much time as they save. Select one: A. information technology paradox B. time-space continuum C. digital efficiency enigma D. social media conundrum

A. information technology paradox

A knowledge-management system Select one: A. is a centralized database of experiences and insights of employees throughout an organization. B. helps companies limit the amount of information employees store on the network. C. is a tool for creating a bibliography when writing long reports. D. enables organizations to test employees periodically to ensure they are doing adequate research.

A. is a centralized database of experiences and insights of employees throughout an organization.

When conducting business over a meal, when does the business aspect of the meal begin? Select one: A. After getting to know your guest by asking about personal matters B. After the entrée is finished C. After small talk about religion or politics D. After relaxing the group by sharing a few jokes E. After drinks

B. After the entrée is finished

Which of the following would not be a positive, productive way of using a mobile device during an important meeting, convention, or conference in the workplace? Select one: A. Taking notes about essential ideas B. Checking your Facebook or working on unrelated tasks C. Jotting down some follow-up questions D. Tweeting key points from a convention speech

B. Checking your Facebook or working on unrelated tasks

Which of the following best describes proactive behavior as a way to successfully resolve conflict? Select one: A. Identify factual reasons for the source of the conflict B. Deal with minor conflicts before they become major issues C. Encourage members to get feelings out in the open D. Insist on fair outcomes instead of following the rules E. Have those involved in the conflict discuss issues on a regular basis

B. Deal with minor conflicts before they become major issues

Why is timing important to the success of the message? Select one: A. It will help audience members determine how to best respond B. If receivers are busy, they are less likely to pay attention to it C. It shows the sender has good business sense D. It will determine the merit of the message E. It will reduce information overload

B. If receivers are busy, they are less likely to pay attention to it

Which one of the following is NOT one of the traits possessed by professionals? Select one: A. Demonstrating a sense of etiquette B. Meeting minimum qualifications C. Being dependable and accountable D. Maintaining a positive outlook

B. Meeting minimum qualifications

Which of the following procedures can be used to run and maintain order in a formal meeting? Select one: A. Fixed-web B. Parliamentary C. Clouding D. Unified E. Constructive

B. Parliamentary

Which of the following approaches involves asking questions such as who, what, where, why, and how to distill major ideas from unorganized information? Select one: A. The Storyteller's Tour B. The journalistic approach C. Brainstorming D. The question-and-answer chain E. Mindmapping

B. The journalistic approach

If you are targeting an audience with diverse information needs and levels of interest in your topic, how should you focus your message? Select one: A. Write a separate message for each subgroup B. Target your message at the key decision makers while incorporating the needs of other groups as much as possible C. Provide a little bit of information for every segment of the audience D. Format your message in a table with one column of information for each subgroup E. Estimate the average level of audience knowledge and structure your message around that

B. Target your message at the key decision makers while incorporating the needs of other groups as much as possible

During collaboration, what should be the main focus of the team? Select one: A. Hidden agendas B. Team objectives C. Individual priorities D. Technology E. Group dynamics

B. Team objectives

Which of the following can be accomplished by ensuring your message supports the objectives and policies of the organization? Select one: A. That the specific purpose has been well defined B. That the purpose of the message is acceptable to the organization C. That the timing is right for the message D. That something will change as a result of the message E. That the purpose is realistic

B. That the purpose of the message is acceptable to the organization

How does mobile connectivity create more engaging experiences for users? Select one: A. By eliminating the information technology paradox B. Through the use of interactivity C. By making communication more personal D. Guarding against information overload E. By incorporating gamification devices

B. Through the use of interactivity

If you devote sufficient time to planning a business message before you begin writing it, you can expect all of the following outcomes EXCEPT Select one: A. avoiding embarrassing blunders. B. experiencing extra work and stress in the writing and completing stages. C. delivering concise, compelling information that your audience wants and needs to know. D. expediting the writing process.

B. experiencing extra work and stress in the writing and completing stages.

Failing to report all data a manager needs to make a good decision is an example of Select one: A. misrepresenting numbers. B. omitting essential information. C. selective misquoting. D. distorting visuals. E. plagiarizing.

B. omitting essential information.

As an approach to resolving conflict during team activities, a ________ proposes that both sides can satisfy their goals (at least to some extent) and seeks to minimize losses for everyone involved. Select one: A. lose-win strategy B. win-win strategy C. lose-lose strategy D. break-even strategy

B. win-win strategy

Which of the following can help employees determine the right course of action to take in an ethical dilemma? Select one: A. An ethics audit B. Contracts C. A code of ethics D. Promotional communication E. A defamation policy

C. A code of ethics

What can be used to develop ideas about how the audience should think or what you hope to accomplish with the message? Select one: A. Tone B. A goal statement C. A specific purpose D. Specific word choices E. A general purpose

C. A specific purpose Within the scope of its general purpose, each message also has a specific purpose, which identifies what you hope to accomplish with your message and what your audience should do or think after receiving your message.

Which of the following is one of the benefits of incorporating mobile communication in business? Select one: A. Increased levels of expectations B. More people have a say in every business matter C. Closer relationships with customers and business partners D. Integrated technology throughout the organization E. Strategic plans and documents can follow a more social model

C. Closer relationships with customers and business partners For millions of people around the world, a mobile device is their primary way, if not their only way, to access the Internet. Globally, roughly 80 percent of Internet users access the web at least some of the time with a mobile device. Incorporating mobile communications will provide more access to communication for customers and business partners.

________ refers to working together to meet complex challenges. Select one: A. Meeting up B. Collation C. Collaboration D. Gathering

C. Collaboration Collaboration (working together to solve complex problems) is an essential skill for knowledge workers in every profession.

Which of the following will help the communication process? Select one: A. Stay up to date on emerging technology tools B. Communicating through several media sites C. Disengage from the computer to communicate in person D. Communicating electronically whenever possible E. Structure communications as short, text-like messages

C. Disengage from the computer to communicate in person

How can strong communication skills lead to lower employee turnover in an organization? Select one: A. There will be higher returns on investments B. There will be fewer critical safety issues C. Employees will feel more engaged with their work D. There is more opportunity to influence perceptions and trends E. Employees will create stronger ties in the marketplace

C. Employees will feel more engaged with their work

Which one of the following is NOT a dysfunctional team role? Select one: A. Diverting B. Withdrawing C. Initiating D. Controlling

C. Initiating

As a general rule, which step of the three-step writing process should take the most time? Select one: A. Producing B. Completing C. Planning D. Distributing E. Writing

C. Planning

Which of the following is an advantage of spending more time on planning? Select one: A. Easier distribution B. A stronger focus on the writing effort C. Reduced rework D. It is more intuitive E. Adaptability to a variety of mediums

C. Reduced rework Reserving half your time for planning might seem excessive, but careful planning usually saves time overall by focusing your writing and reducing rework.

Which of the following is one way an employee can minimize distractions created by messages? Select one: A. Delete all messages older than 2 weeks B. Use headphones to minimize interruptions C. Set aside specific times to deal with messages D. Use short text messages whenever possible E. Respond to the message as soon as it is received

C. Set aside specific times to deal with messages

Business communication that is interactive, conversational, and open to those who wish to join follows which type of communication model? Select one: A. Passive B. Reshaped C. Social D. Published E. Broadcasted

C. Social

Which of the following is one of the advantages of using cross-functional teams for problem solving? Select one: A. They have a long life span and can become part of the organization B. There can be increased harmony as decisions are over-simplified C. The diversity of opinions and experiences can lead to better decisions D. There will be clearly developed norms and standards of conduct E. They can lead to increased participative management

C. The diversity of opinions and experiences can lead to better decisions

What is the informal communication network used when employees interact in a social setting? Select one: A. Downward B. Upward C. The grapevine D. Audience-centered E. Horizontal

C. The grapevine

What should be your goal when defining the purpose of your message? Select one: A. You understand the needs of your audience B. The audience should want to see and hear more C. The purpose is clear and meaningful D. The message is relevant to the audience's needs E. You understand the members of your audience

C. The purpose is clear and meaningful

Why is it important to gauge audience members' level of understanding when crafting a message? Select one: A. To forecast probable reaction to the message B. To determine their general background and level of effort C. To determine how much help they will need in understanding your message D. To keep the communication internal if necessary E. To make sure those of a higher rank have all their needs addressed

C. To determine how much help they will need in understanding your message

Why are bloggers legally required to let readers know if companies have compensated them for product reviews? Select one: A. To ensure no copyright laws were violated B. To maintain the privacy needs of the blogger C. To promote transparency and ethics in social media reviews D. To prevent plagiarizing information provided by bloggers E. To increase the instances of ethical dilemmas between the blogger and the organization

C. To promote transparency and ethics in social media reviews

If you expect a favorable response to your message, where can you place your recommendations? Select one: A. After each key point B. In the recommendation section C. Up front D. At the end E. After each piece of supporting evidence

C. Up front

Which of the following is an advantage to utilizing the three-step writing process? Select one: A. You will spend less time proofreading the message B. The message will be able to clarify the situation in very few words C. Your message will be more effective D. Your audience will have a deeper appreciation of your efforts E. Your message will take less time to write

C. Your message will be more effective The three-step writing process helps ensure that your messages are both effective (meeting your audience's needs and getting your points across) and efficient (making the best use of your time and your audience's time)

Companies can use ________ to identify and capitalize on market opportunities that are contained in large, complex, or dynamic sets of data. Select one: A. crowdsourcing B. telepresence C. data visualization D. enterprise IM systems

C. data visualization Companies can obtain a competitive advantage by using data visualization to uncover and capitalize on market opportunities contained in "big data" sets.

All of the following EXCEPT ________ are best practices when using phones at work. Select one: A. being positive and professional when you answer the phone B. varying your vocal pitch and inflections so people know you're interested C. enabling your voicemail, even if you don't check messages regularly D. ending your calls with courtesy and clarity

C. enabling your voicemail, even if you don't check messages regularly

Generally speaking, limitations of the formal communication network Select one: A. have not affected the popularity of social media in the business environment. B. discourage employees from taking advantage of social media. C. have helped to spur the growth of social media in the business environment. D. do none of the above

C. have helped to spur the growth of social media in the business environment.

Groupthink refers to Select one: A. software programs that help groups make decisions. B. the basic rules that underlie a group's behavior and guide the group to make its decisions. C. the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion. D. the four-step decision-making process in groups.

C. the willingness of individual group members to withhold contrary or unpopular opinions, even when those objections are legitimate, and to favor majority opinion.

What should be done if you are unsure of the types of information the audience will need from you? Select one: A. Gather more information than needed B. Cover all key points in detail C. Access the knowledge management system D. Ask them E. Follow their blogs

D. Ask them

How can a communicator intentionally influence messages using vocal characteristics? Select one: A. By adopting their style to match those whom they wish to impress B. By supporting the message with touch that conveys warmth and reassurance C. By asserting authority and implying intimacy D. By controlling pitch, pace, and stress E. By demonstrating their own importance or disregard for others

D. By controlling pitch, pace, and stress Voice carries both intentional and unintentional messages. A speaker can intentionally control pitch, pace, and stress to convey a specific message.

How can you be sure you are providing the right information to your audience in the right format? Select one: A. By carefully choosing the channel and medium B. By using several revisions and rewriting opportunities C. By spending more time on research D. By spending enough time on planning E. By assembling all facts

D. By spending enough time on planning

Which of the following is a type of feedback designed to focus on the process and outcome of the communication rather than the people involved? Select one: A. Destructive B. Unified C. Content D. Constructive E. Parliamentary

D. Constructive

________ focuses on the process and outcomes of communication, whereas ________ delivers criticism with no guidance to stimulate improvement. Select one: A. Circular feedback; linear feedback B. Intuitive feedback; rational feedback C. Open feedback; closed feedback D. Constructive feedback; destructive feedback

D. Constructive feedback; destructive feedback Constructive feedback focuses on the process and outcomes of communication. In contrast, destructive feedback delivers criticism without any information about what went wrong or how to improve.

Which of the following is the most common non-voice use of smartphones for business professionals under age 40? Select one: A. GPS use B. Reading C. Collaborative writing D. Email E. Web browsing

D. Email

What is another name for the accepted principles of conduct that govern behavior in society? Select one: A. Audits B. Leadership C. Transparency D. Ethics E. Contracts

D. Ethics

Body movement can send an unintentional message based of which nonverbal cue? Select one: A. Personal appearance B. Time and space C. Vocal characteristics D. Gesture and posture E. Facial expression

D. Gesture and posture Some types of body movement are unintentional and express more general messages. Slouching, leaning forward, fidgeting, and walking briskly are all unconscious signals that can reveal whether you feel confident or nervous, friendly or hostile, assertive or passive, powerful or powerless.

Which of the following is one of the key responsibilities of a meeting leader? Select one: A. Limiting participation of members B. Explaining their knowledge of the subject before allowing others to participate C. Reciting the agenda D. Keeping the discussion on track E. Taking minutes of the meeting

D. Keeping the discussion on track A good meeting draws out the best ideas and information the group has to offer. Good leaders occasionally need to guide, mediate, probe, stimulate, summarize, and redirect discussions that have gotten off track.

Which of the following can be used by participants to verify impressions and other information after the close of a meeting? Select one: A. Instant messaging B. Telepresence C. Robert's Rules of Order D. Meeting minutes E. An agenda

D. Meeting minutes

When acting as a leader of a meeting, how can you best contribute to the progress of the meeting? Select one: A. Demonstrate your knowledge of the subject B. Have an opinion prepared on every agenda item C. Ask questions often D. Pay attention to interpersonal dynamics of the group E. Insist on using parliamentary procedures

D. Pay attention to interpersonal dynamics of the group

During which step of the writing process do you define your purpose and audience profile? Select one: A. Producing B. Composing C. Writing D. Planning E. Completing

D. Planning

During which step of the writing process should you select the medium and channel to be used? Select one: A. Composing B. Completing C. Producing D. Planning E. Writing

D. Planning

What are the steps in the three-step writing process? Select one: A. Analysis, gathering, and organizing B. Analysis, commitment, and implementation C. Writing, adapting, and composing D. Planning, writing, and completing E. Writing, proofing, and distributing

D. Planning, writing, and completing

If you want to change the subject of an ongoing email thread, which of these steps should you take? Select one: A. Indicate who the new message goes to by inserting their name above the message B. Do not use the "Reply All" function C. Invite the intended recipients to a blog site to view the message D. Start a new message thread E. Change the text in the subject line

D. Start a new message thread

Which of the following is a tool used by effective listeners to increase focus on the speaker? Select one: A. Passive listening B. Identifying stylistic differences C. Using the same style in all situations D. Staying focused on the speaker and content E. Taking as few notes as possible

D. Staying focused on the speaker and content

What can communicators do to ensure facts, rather than vague impressions, are shared? Select one: A. Offer compelling arguments and recommendations B. Identify areas of responsibility C. Provide practical information D. Use concrete language with specific detail E. Present information in a concise manner

D. Use concrete language with specific detail

To respond to the increase in mobile technology use, what are some companies doing when designing websites? Select one: A. Making information available 24 hours per day B. Adding additional links to their traditional website C. Eliminating browsing features from websites D. Using a mobile-first approach E. Incorporating key pads

D. Using a mobile-first approach

Which of these is an example of courteous phone behavior? Select one: A. Increasing the audience's knowledge level B. Vary pitch and inflection C. Use voicemail to screen calls D. Verify you are calling at a good time E. Forward all calls you cannot answer directly

D. Verify you are calling at a good time

When using the three-step writing process, when should you review a written message for design and layout effectiveness? Select one: A. When composing it B. When planning it C. When printing or posting it D. When producing it E. When writing it

D. When producing it

An effective listener tries to practice ________ in an effort to hear and understand what the other party is saying. Select one: A. content listening B. emphatic listening C. critical listening D. active listening

D. active listening

Improving your communication skills will enhance your career because Select one: A. you'll need to connect with decision makers outside of your area of expertise. B. having great ideas won't help you much, unless you can communicate them effectively. C. the higher you rise in an organization, the more important your communication skills will be. D. all of the above.

D. all of the above.

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 Select one: A. using meeting technologies wisely. B. conducting the meeting efficiently. C. preparing carefully. D. all of the above.

D. all of the above.

Companies that use the mobile-first approach Select one: A. allow employees to bring their mobile devices to work. B. design their websites for optimum viewing on smartphones and tablets. C. ignore traditional standards of grammar, punctuation, and spelling when writing messages. D. control operating costs through telecommuting and other nontraditional work models.

D. control operating costs through telecommuting and other nontraditional work models

The term digital information fluency encompasses all of the following elements EXCEPT Select one: A. using gathered information ethically. B. searching efficiently to locate reliable sources of information. C. recognizing information needs. D. using random methods to present ideas and information.

D. using random methods to present ideas and information.

Which of the following is one of the six distinct traits that best defines professionalism? Select one: A. Offering compelling and persuasive arguments B. Actively listening to others C. Clarifying expectations and responsibilities D. Conveying decisions ad providing information to help employees do their job E. Being a team player

E. Being a team player

Which of the following is an expected behavior on the job? Select one: A. Ensuring others are listening to what you have to say B. Saving time by limiting research sources C. Using text messaging whenever possible D. Using text language and shortened forms of grammar and spelling whenever possible E. Communicating ethically

E. Communicating ethically

Which of the following should be incorporated into the message when working on the writing phase of the three-step writing process? Select one: A. An appropriate channel and medium B. Strong words and short sentences C. A well-defined main idea and direct approach D. An audience-friendly format E. Strong words and effective paragraphs

E. Strong words and effective paragraphs

Why is it important to get feedback from audience members after they receive a message? Select one: A. To determine if the audience is motivated to respond B. To ensure the verbal and nonverbal messages are consistent C. To help the audience remember the message D. To ensure the message was decoded correctly E. To evaluate the effectiveness of the message

E. To evaluate the effectiveness of the message

Which of the following is one way to improve your understanding of nonverbal communication? Select one: A. Avoid replacing words with cues B. Avoid physical touch if warmth and understanding needs to be displayed C. Communicate at a time that works best for you D. Separate nonverbal signals from the communication process E. Watch for cues from gestures and posture

E. Watch for cues from gestures and posture

What question can you ask yourself to help determine if your message is worth sending? Select one: A. Did I follow the three-step writing process? B. Will the message enhance your career? C. Does the message need another revision? D. What is the purpose and scope of the message? E. Will the message change anything?

E. Will the message change anything?

Which of the following approaches to conflict will allow all sides to satisfy at least part of their goals, and minimize losses for everyone? Select one: A. Brainstorming B. Groupthink C. Win-lose D. Lose-lose E. Win-win

E. Win-win

If a message is fact-based, it will not be interpreted based on culture or personal beliefs. Select one: True False

False

The outcome of collaborative writing is usually inferior to what a single individual can produce. Select one: True False

False

The primary goal of empathic listening is to solve the speaker's problem. Select one: True False

False

Virtual meetings offer more visual contact than traditional, face-to-face meetings. Select one: True False

False

Adopting the "you" attitude is part of developing an audience-centered approach to communication. Select one: True False

True

Drawing pictures, or sketching, is one way to find your focus when writing. Select one: True False

True

Ethical communication is true in every sense and includes all relevant information. Select one: True False

True

Meeting minutes are a summary of important information shared during a meeting and a record of decisions made. Select one: True False

True

The more two people or two groups of people share experiences (personal, professional, and cultural) the more likely it is that receivers will get the intended meanings senders encode into their messages. Select one: True False

True

The three steps in the writing process are planning, writing, and completing. Select one: True False

True

When should you determine the size and location of your audience? Select one: A. When conducting an audience analysis B. During the writing stage C. When choosing the message channel D. During the completing state E. When determining the message medium

A. When conducting an audience analysis

The best time to distribute an agenda for a meeting is Select one: A. before the meeting. B. during the meeting. C. at the start of the meeting. D. after the meeting.

A. before the meeting.

To actually receive a message, a person needs to do all of the following EXCEPT Select one: A. comprehend the message. B. perceive it as an actual message. C. sense the presence of the message. D. select it from other competing messages.

A. comprehend the message.

The goal of ________ is to understand and evaluate a speaker's message based on elements such as logic, evidence, and validity, as well as the speaker's intentions and motives. Select one: A. critical listening B. cerebral listening C. covert listening D. content listening

A. critical listening

The quality of performing at a high level and conducting oneself with pride and purpose is known as Select one: A. professionalism. B. impression management. C. expediency. D. entrepreneurialism.

A. professionalism.

Which of the following nonverbal cues is being sent when a group member arrives promptly to a meeting as a show of respect? Select one: A. Gestures and postures B. Time and space C. Personal appearance D. Facial expression E. Vocal characteristics

B. Time and space

Why is it important to talk to supervisors, colleagues, or customers when finding and evaluating information for an audience you are unfamiliar with? Select one: A. To gauge interest by the online community B. To better identify the needs of the target audience C. To be sure to acknowledge how people feel D. To get input from the audience E. To ensure company documents are up-to-date

B. To better identify the needs of the target audience

When governments work to ensure consumers know who is behind the information they receive through social media, what is the government promoting? Select one: A. Blogger's rights B. Transparency C. Intellectual property rights D. Libel E. Compensation for reviews

B. Transparency

In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message. Select one: A. 20 percent B. 15 percent C. 25 percent D. 10 percent

C. 25 percent

What is a knowledge management system? Select one: A. Input technology for those who text often B. A communication technology that allows access to blogs C. A centralized database that collects insights of employees D. The right combination of digital and written communication styles E. A centralized database that collects insights of customers and suppliers

C. A centralized database that collects insights of employees

At which point in the planning process should you determine the precise information required for an audience? Select one: A. When finding your focus B. When ensuring accurate information C. When uncovering audience needs D. When ensuring all information is ethical E. When gathering information

C. When uncovering audience needs

When gathering information, why is it important to focus on information that concerns your audience the most? Select one: A. The message will be shorter and easier to write B. You will cover all your legal bases C. You increase your chances of accomplishing your goals D. The information will be more ethical E. The information will answer all questions in the journalistic approach

C. You increase your chances of accomplishing your goals

What is the key reason why strong communication skills are important for your career? Select one: A. You might have to communicate with employees who work in technical areas B. You must be able to respond to the changing nature of the work environment C. You must be able to express your thoughts clearly and persuasively D. You might be asked to interact with customers E. You might later want to start your own business

C. You must be able to express your thoughts clearly and persuasively

All of the following EXCEPT ________ are elements in the planning phase of the three-step writing process. Select one: A. organizing the information B. gathering information C. adapting to the audience D. selecting the right medium

C. adapting to the audience

All of the following EXCEPT ________ will make your business messages more effective. Select one: A. clarifying expectations and responsibilities B. providing practical information C. discussing personal issues and complaining about problems D. presenting information concisely and efficiently

C. discussing personal issues and complaining about problems

A good way to test the thoroughness of your message is to use the ________ to ask whether the message answers who, what, when, where, why, and how. Select one: A. contrarian approach B. storytelling approach C. journalistic approach D. rhetorical approach

C. journalistic approach

Conducting successful virtual meetings requires ________ before the meeting and ________ during the meeting. Select one: A. less planning; more diligence B. less planning; less diligence C. more planning; more diligence D. more planning; less diligence

C. more planning; more diligence

An example of a specific purpose for a business message would be Select one: A. to impart information to the audience. B. to persuade readers to take action. C. to inform employees about the new vacation policy. D. to obtain audience participation and collaboration.

C. to inform employees about the new vacation policy.

Communication is the process of Select one: A. writing messages. B. listening actively. C. transferring information and meaning. D. none of the above.

C. transferring information and meaning.

Which of these is a good tactic for a minimizing the influence of cultural and personal beliefs when crafting a message? Select one: A. By incorporating vague concepts B. By using selective perceptions C. By incorporating cultural elements D. By clarifying expectations E. By practicing empathy

D. By clarifying expectations

How can upward communication help an executive solve problems and make intelligent decisions? Select one: A. By encouraging digital records B. By being audience centered C. By eliminating the rumor mill D. By identifying trends E. By replacing written documents

D. By identifying trends

Which of the following is one of the ways businesses utilize the social communication model? Select one: A. By transmitting fixed messages about a brand B. By limiting access to stakeholders C. By allowing information to flow from the top of the organization D. By monitoring online discussions about the company E. By incorporating a "we talk, you listen" model

D. By monitoring online discussions about the company

Informal techniques for gathering insights and focusing your research efforts do NOT include Select one: A. reviewing reports and other company documents. B. listening to the community. C. asking the audience for input. D. distributing questionnaires and surveys.

D. distributing questionnaires and surveys.

When should you begin to gather information for your message? Select one: A. During the writing phase of the three-step writing process B. As soon as you determine the message is needed C. When the first draft reveals weaknesses in your message D. When it is determined the purpose is realistic E. After you have a clear understanding of the audience

E. After you have a clear understanding of the audience

How can you determine the level of detail needed in an internal message? Select one: A. By determining audience composition B. By timing your message effectively C. By limiting size and geographic distribution of the audience D. By forecasting the audience's probable reaction E. By understanding audience preferences and expectations

E. By understanding audience preferences and expectations

During which phase of the three-step writing process should you revise your message? Select one: A. Planning B. Producing C. Composing D. Writing E. Completing

E. Completing

Which of the following is the process of assigning meaning to sound, based on your values and beliefs? Select one: A. Receiving B. Responding C. Evaluating D. Remembering E. Decoding

E. Decoding

Which of these nonverbal cues helps to reveal the intensity of a speaker's feelings? Select one: A. Time management B. Use of technology C. Listening D. Etiquette E. Eye contact

E. Eye contact

How can you help a large audience with diverse interests be more understanding and accepting of your message? Select one: A. Keep the quality of information consistent B. Use multiple channels and mediums C. Use knowledge management systems to poll the audience on their concerns D. Focus on one key point only E. Help the audience understand points of interest

E. Help the audience understand points of interest

Which of the following is an outcome of strong communication skills within an organization? Select one: A. The ability to target important communities in the marketplace B. A better understanding of perceptions and trends C. Less trust between senior leadership D. The ability to develop marketing messages E. Increased productivity and faster problem solving

E. Increased productivity and faster problem solving

If you expect the audience to react favorably to your message, how should you handle the conclusions and recommendations in the message? Select one: A. Build a point by point argument that leads to the recommendations B. Build a strong argument that implies a conclusion C. Place them after reasons for the recommendations D. Increase the amount of supporting evidence E. Place them up front

E. Place them up front

What is a communication medium? Select one: A. The identification of the audience preference in receiving messages B. The communication channel used C. The number of potential distractions a message might encounter D. The appropriate length of a message E. The form a message will take

E. The form a message will take

To make communication efforts as effective as possible, communication should be Select one: A. electronic, ethical and practical. B. positive, personal, and quick. C. practical, timely, and personal. D. concise, clear, and electronic. E. practical, factual, and clear.

E. practical, factual, and clear.

Now that technology is so vital in the workplace, few executives view listening as an important skill. Select one: True False

False

Senior executives spend less and less of their workday communicating as they take on more leadership responsibility. Select one: True False

False

Simple and short messages require as much planning as long reports. Select one: True False

False

The general purpose of a message identifies what you hope to accomplish with the message and what your audience should do or think after receiving your message. Select one: True False

False

When compared to social media, mobile technology will have relatively little effect on the nature of business communication. Select one: True False

False

When receiving constructive feedback, you should always defend your work to maintain your professional credibility. Select one: True False

False

Your ability to listen effectively will have little effect on your long-term career prospects. Select one: True False

False

If you want to use a mobile device to take notes during a meeting, it's a good idea to let the meeting's leader know ahead of time. Select one: True False

True

Improving your communication skills may be the single most important step you can take in your career. Select one: True False

True

People are often judged based on the way they dress. Select one: True False

True

The business aspect of a dinner meeting usually begins after entrée plates have been removed. Select one: True False

True