Final - Milestone 2, Unit 3 - Challenge 1, Unit 3 - Challenge 2, Unit 3 - Challenge 3, Unit 3 - Milestone 3, Unit 4 - Challenge 2, Milestone 1, Communication at Work Unit 1 Milestone, Communication at Work Unit 2 Milestone, Communication at Work Uni...
Point Pattern
Structuring your document in a series of points allows for the presentation of diverse assertions to be aligned in a cohesive argument with clear support.
Psychological
Structuring your document on the psychological aspects of the audience involves focusing on their inherent needs and wants.
Elimination
Structuring your document using the process of elimination involves outlining all the possibilities.
Definition
Structuring your document with a guiding definition allows for a clear introduction of terms and concepts while reducing the likelihood of misinterpretation.
Sabrina just gave a presentation to her entire company on strategies for working remotely and wants to get feedback to help her improve her future training sessions. What is the most appropriate technology for this communication context?
Survey software that can collect responses
General purpose: To persuade Topic/specific purpose: Encourage the town to change school start times to later in the morning Select an appropriate thesis statement for this speech.
The benefits of later school start times for students include better sleep, improved alertness and attention and reduced truancy.
Rhetorical Situation
The circumstances in which a speech or presentation is given; includes the context, audience, and purpose of the communication.
You give a presentation full of military jargon to a mixed audience of service members and civilians. What obstacle to effective communication might this present?
The civilians in the audience may feel excluded because they don't understand some of your presentation.
Context
The combination of factors, such as the purpose of the communication and the environmental cues, that impact the expectations of the parties involved.
Denotative Meaning
The common meaning of a word, often found in the dictionary.
If the general purpose of your informational speech is to narrate the arc of a person's career, which organizing principle would be helpful?
Time
To celebrate International Workers Day, an organization's HR department decides to create an article that depicts advancements in labor laws seen through the decades with visual examples. Which organizing principle should the writer use in the article to structure data clearly and concisely?
Time
When is it appropriate for an organization to use a memo as a channel of communication?
To announce an internal policy change
What is one obligation you have as a responsible communicator?
To anticipate potential communication problems like equipment malfunction
Which of the following is one of the main purposes of a resumé?
To get you an interview by clearly demonstrating that you have the minimum qualifications required to help an organization meet its goals
What is the most likely purpose of an opinion piece in a newspaper about the steps businesses can take to decelerate climate change?
To motivate
What is the main purpose of groups that form in the workplace?
To resolve problems
General purpose: To demonstrateTopic/specific purpose: Demonstrate how to write a willSelect an appropriate thesis statement for this speech.
Today I will walk you through you five steps that you must take when writing a will, beginning with choosing beneficiaries and ending with witness signatures.
Which of the following will help you understand your audience better when writing?
Using your self- and social awareness skill to get a clearer idea of who your audience is
Paralanguage
Verbal and nonverbal aspects of speech that influence meaning, including tone, intensity, pausing, and silence.
Feedback
Verbal or nonverbal messages that a receiver sends back to a source.
You are in charge of public relations for a multinational company. You want to hold a conference call with the social media teams at each of your company's 17 locations. Since you need to invite approximately 75 people to the call, which method of audio communication would be a good choice?
VoIP system
Choose the best summary of the relationship between interpersonal needs and communication.
We communicate in order to have our needs met, whether those needs are basic or more complex.
Andy, a junior editor at an e-newspaper, is analyzing an article about trending stock market reports. He analyzes the report based on the checklist he has prepared, which consists of splitting long sentences, replacing repeated words, removing jargon and outdated expressions and constructing parallel sentences. Which part of language revision is Andy focusing on?
Andy is focusing on style errors.
Why is determining your purpose an essential element of planning a business document?
Because it will influence how effective the end product is
Elyse works in retail. A customer approaches her at the service desk to ask where the restrooms are. Elyse responds that they are in the back of the store on the left-hand side, and she points in the general direction to reinforce the message. Which type of nonverbal communication is represented here?
Body movements
Which of the following is a useful tip for effective business emailing?
Close your email with a signature block that states your name and professional contact information.
General purpose: To inform Topic/specific purpose: Explain the history of colleges in the United States. Select an appropriate thesis statement for this speech.
Colleges in the United States began by providing a classical education to the colonial elite, but expanded to include more "practical" subjects by the mid-19th century.
Which type of writing would you most likely observe in a text message between friends?
Colloquial
Which of the following is a quality of good business writing?
Communicating your message in a way that prevents a breakdown of the original intended message
According to Abraham, how are interpersonal needs and communication connected?
Communication helps us meet our three basic needs: affection, control and belonging
Public Communication
Communication in which one person speaks or writes to a group of people; unlike in group communication, the audience typically defers to the speaker.
Intrapersonal Communication
Communication that involves one person, often occurring in the form of self-dialogue or internalized expectations.
Group Communication
Communication that occurs between a small number of people (typically three to eight).
Interpersonal Communication
Communication that typically involves two people and can be either formal or informal depending on the relationship between the parties.
Nonverbal Communication
Communication using physical gestures or visual displays; the portrayal of a person's words.
Verbal Communication
Communication using spoken or written language; what a person says or writes.
Mass Communication
Communication with the goal of delivering a single message to as many people as possible.
Bob, a senior production manager at an IT firm, is required to prepare a report about a newly implemented production workflow. The report should consist of the differences between the new and the old workflow, the advantages of the new workflow over the previous workflow, and the effectiveness of the new workflow in improving production. Which organizing principle should Bob use in his report to structure data clearly and concisely?
Comparison
When Molly was growing up, she learned that the word "cheap" meant inexpensive. As she proofread her draft report, however, she decided to replace the word "cheap" with another adjective, because the word "cheap" has a negative __________ for many people.
Connotation
Stacie is a college biology professor. She's teaching her students about the structure and function of macromolecules, which can be difficult to understand. So when she designs her lecture, she makes sure to define what a macromolecule is and draw its protein structure before talking about how the protein structure can be disrupted. Which type of informative presentation is Stacie giving?
Explanation
"I know that report you asked me for was supposed to be finished yesterday. Have you heard the rumor that our company may be agreeing to a merger? That seems like the more important thing to focus on right now." Which logical fallacy should you guard against here?
Getting distracted by an irrelevant topic (red herring)
Jeff, the creator of a new smartphone, is writing a physical description of his product to share with potential buyers. The report simply needs to provide a description of the product's features in detail so that potential buyers understand how it is different from other products. Which type of report is Jeff most likely writing?
An informational report, because he is simply providing descriptive details about his product.
Ad Hominem
"Argument against the man" instead of against the message. Stating that someone's argument is wrong solely because of something about the person rather than about the argument itself.
Stereotype
An oversimplified generalization about a group of people.
Transactional Model of Communication
A communication model that focuses on communication as an exchange in which certain events (e.g., sending and receiving a message) can occur simultaneously.
Constructivist Model of Communication
A communication model that focuses on finding a negotiated meaning, or common ground, in order to reach understanding.
Microinvalidation
A communication or environmental cue that excludes, negates, or nullifies the psychological thoughts, feelings, or experiential reality of certain groups.
Active Listening
A communication technique in which the listener sends constant feedback to the speaker, indicating that the speaker's message has been received and understood or interpreted as intended.
Value
A core concept or idea of what is considered good or bad, right or wrong, or worth a sacrifice.
Report
A document designed to record and convey information to the reader.
Resumé
A document that summarizes a person's education, skills, talents, employment history, and experiences in a clear and concise format for potential employers.
Interference
A factor that can prevent a message from being received, or cause a message to be interpreted in a way other than the one intended by the source.
Perspective
A frame of mind formed from experiences and education across an individual's lifetime.
Agenda
A list of topics to be discussed in a meeting.
Repeating
A method of echoing verbal communication with a nonverbal display.
Masking
A method of obscuring a potentially unfavorable message via a more appropriate nonverbal display.
Cognate Strategy
A method of promoting understanding.
Complementing
A method of reinforcing verbal communication with a nonverbal display.
Replacing
A method of substituting verbal communication with an equivalent nonverbal display.
Which of the following is true of self-awareness in the communication process?
A negative understanding of yourself as a communicator will make it harder to perform the skills of communication well.
Adaptor
A nonverbal display intended to help an individual feel comfortable in a particular environment or to communicate an emotion.
Regulator
A nonverbal gesture or expression meant to control communication by either encouraging or discouraging it.
Affect Display
A nonverbal indicator meant to demonstrate emotions.
Cliché
A once-clever word or phrase that has lost its impact through overuse.
Which of the following unites a secondary group in the workplace?
A professional objective
Which of the following describes the relationship between a resumé and the hiring process?
A resumé's main purpose is to showcase how your professional background can fulfill the potential employer's needs.
Fallacy
A rhetorical trick that relies on false logic in order to disguise a weak argument.
Communication Skills
A skill that helps you connect to the world around you by speaking, listening, and writing.
Productivity Skill
A skill that helps you organize your communication in the best way possible.
Productivity Skill
A skill that helps you organize your communication in the best way possible.Productivity Skill
Self and Social Awareness Skill
A skill that helps you understand yourself and how you relate to others so you can modify your communication to any situation or audience.
Technology Skill
A skill that helps you use digital tools to improve your communication no matter what career you pursue.
Microgroup
A small, independent group that has a link, affiliation, or association with a larger group.
Euphemism
A substitution of an acceptable word for an offensive, controversial, or unacceptable one that conveys the same or similar meaning.
Informational Report
A type of report that informs or instructs and presents details of events, activities, individuals, or conditions without analysis.
Analytical Report
A type of report that presents information with a comprehensive analysis to solve problems, demonstrate relationships, or make recommendations.
Straw Man
A weak argument set up to be easily refuted, distracting attention from stronger arguments.
Minutes
A written document distributed (typically via email) after a meeting to record the interaction and provide an opportunity for clarification.
Belief
An idea based on previous experiences and convictions, but not necessarily based on logic or fact.
Attitude
An immediate disposition toward a concept or an object.
Self-Concept
An individual's central identity and set of beliefs about who they are and what they are capable of accomplishing.
Self-Esteem
An individual's feelings of self-worth, self-acceptance, and self-respect.
Self-Image
An individual's view of themselves, including physical characteristics as well as knowledge, experience, interests, relationships, and personal expectations.
In which example is the person managing their time in a way that will improve their efficiency and effectiveness?
Gordon's colleague asks for his help on a project. Gordon says no, because he knows that he won't be able to meet his own deadlines if he adds tasks to his to-do list.
You are a realtor working with a young couple that wants to buy a home in your town. Since they live across the country, they have asked you to set up a video call to tour a home that they're interested in buying. Which function is important for your video call?
High resolution
Which of the following rules should you keep in mind while writing a business document?
How effective your writing is depends largely on how well you understand your audience.
Which of the following messages is an example of prejudice?
I believe that skinny people are better than fat people.
Which of the following messages is an example of a stereotype?
I can tell that she's smart because she wears glasses.
Which of the following messages is an example of prejudice?
I don't like Antonio because he speaks with an accent.
Which of the following examples uses an effective transition between statements?
I have great ideas, but nobody listens!
Keeping in mind basic grammatical rules, select the sentence that is written correctly.
I sent a request to my managers for two days' leave.
General purpose: To demonstrate Topic/specific purpose: Show how to write an effective resume. Select an appropriate thesis statement for this speech.
I will show you five techniques for revising your resume that will get it noticed by potential employers.
Which of the following messages is an example of discrimination?
I won't hire her because she's pregnant.
Which of the following messages is an example of discrimination?
I won't rent my apartment to unmarried couples.
Consider what you have learned about the rhetorical situation. Which question will best help you identify the context?
If I'm speaking outdoors, will there be too much peripheral noise for everyone to hear me?
Which of the following describes the transactional model of communication?
If suggests that if you are giving a speech, you are playing the roles of both source and receiver.
Why is a negative self-awareness harmful to the communication process?
If you believe you are a poor communicator, you are less likely to believe you can take steps to improve.
Why is a positive self-awareness important to the communication process?
If you imagine yourself as a strong communicator, your self-esteem as a communicator will grow.
In which context would the use of visual aids most likely improve the quality of your written communication?
In a lengthy document that has complex data sets involving statistics and numbers
Deterrence
In a persuasive speech, a call action that focuses on persuading the audience not to start doing something if they haven't already started.
Continuance
In a persuasive speech, a call to action that attempts to convince the audience to keep doing something that it has been doing.
Discontinuance
In a persuasive speech, a call to action that attempts to convince the audience to stop doing something that it has been doing.
Adoption
In a persuasive speech, a call to action that attempts to convince the audience to take on a new way of thinking, or adopt a new idea.
Artifact
In communication contexts, a form of decorative ornamentation chosen to represent one's self-concept.
Bypassing
In communication, the occurrence of a misunderstanding due to the receiver missing the source's intended meaning entirely.
Why do interpersonal needs have a role in communication?
In order to meet our needs, we must learn to communicate.
Transition
In public speaking, a word, phrase, or visual device that helps the audience follow the speaker's ideas, connect the main points to each other, and see the relationships the speaker has created in the presented information.
Transition
In written communication, a word or phrase that helps the reader follow the writer's ideas, connect the main points to each other, and see the relationships the writer has created in the provided information.
Style
In written communication, the way a text is written in order to achieve a specific purpose, including elements such as word choice, tone, and sentence structure.
What is an effective strategy for giving a persuasive speech if you want to stimulate your audience's interest in a topic?
Include relevant information about the topic that the audience may not already be familiar with.
Lucille is giving a presentation to the members of her garden club on how to organize a fundraiser. She wants her audience to pay close attention and not get distracted, so she stands behind the podium the whole time she speaks and keeps her hand gestures to a minimum. How effective is Lucille's use of nonverbal communication?
Ineffective, because her audience may lose interest or doubt her credibility since her presentation lacks dynamic movement.
Martin, the CEO of a struggling company, has gathered his employees to deliver the unhappy news that the company has filed for bankruptcy and everyone is being let go. He doesn't want his employees to feel sad, so as he gives his speech, he makes sure to smile widely and make eye contact with everyone. How effective is Martin's use of nonverbal communication?
Ineffective, because his smile may confuse or irritate his audience, since it conflicts with his message.
Which of the following statements highlights the best use of a proposal as a method of communication?
It is an effective tool used to persuade people to adopt the suggested solutions to overcome existing problems.
Which of the following characteristics suggests that a research source may be unreliable?
It is funded by an interested party.
Jeptha is a community organizer giving a speech to a group of military veterans. He has thought carefully about the rhetorical situation for his speech. Which of the following statements shows him considering the audience?
Jeptha decides to speak about heroism.
Which of the following is an example of someone taking on a negative role in a group?
Jocelyn is always the first one to talk in a discussion and continually interjects with her opinion when others are speaking.
In which example is the person managing their time in a way that will improve their efficiency and effectiveness?
Juan is feeling overwhelmed with projects at work, so he creates a workflow chart that organizes all of his tasks according to when they're due and their order of priority.
"Real businessmen aren't afraid to take an unpopular political position when lawmakers threaten their bottom line, so you shouldn't be either." Which logical fallacy should you guard against here?
Jumping on the bandwagon of a perceived popular view (ad populum)
You are scheduled for a virtual interview for a new job. Because of the importance of the interview, you want to be sure that the clarity of the line is good, and that the call is not interrupted by unwanted noise or otherwise disrupted by a failed connection. Which method of audio communication would be a good choice?
Landline
Carlan grew up in a conservative culture with strict ideas about deference and hierarchy. When he was hired at his current company, he was uncomfortable with how casually even low-level employees communicated with the company's executives. Carlan had to work hard to reduce the formality of his communication style, but he did so to align with the company's values. Which principle of verbal communication is Carlan attentive to here?
Language shapes our reality
Racist Language
Language that discriminates against members of a given race or ethnic group.
Sexist Language
Language that uses gender as a discriminating factor.
Which example needs a transition word or phrase between the sentences to connect the ideas?
Letters of recommendation are one of the best tools for evaluating job candidates. You can't always trust the letter writer to be candid.
Contextual Rules
Linguistic rules that govern meaning and word choice according to context and social customs.
Semantic Rules
Linguistic rules that govern the meaning of words and how to interpret them.
Syntactic Rules
Linguistic rules that govern the order of words in a sentence.
What is an effective strategy for giving a persuasive speech if you want to reinforce your audience's existing beliefs?
Look for common ground with the audience and then include details in your speech that relate to that common ground.
Tim works in tech and is leading a project to develop new artificial intelligence software. There are multiple daily and weekly deadlines for each of his team members that he needs to keep track of and ensure are completed. What is the most appropriate technology for this situation?
Management software like Microsoft Project
Select a way in which oral and written communication are different?
Oral communication often involves immediate feedback while written communication typically does not.
When do interpersonal needs, such as those described by Abraham Maslow or William Schutz, have a role in communication?
Our entire lives, from birth through adulthood
Jody's coworker Amanda was called into a meeting with the boss. When she returned to their shared cubicle, Amanda told Jody that she was promoted. She spoke quickly and breathlessly, which Jody interpreted to mean that she was pleased and excited. Which type of nonverbal communication is represented here?
Paralanguage
Which type of nonverbal communication is presented here?
Paralanguage
Which of the following rules should you adhere to while sending business emails?
Proofread emails to ensure that there are no spelling or grammatical errors.
Which of the following is a useful tip for effective business emailing?
Proofread your email before sending it to catch and correct spelling and grammar mistakes.
What is an effective strategy for giving a persuasive speech if you want to convince your audience to change their behavior in some way?
Propose a set of solutions to a problem and explain why one is particularly compelling.
Usman is required to write a research paper for his graduate program. Which of the following suggestions should Usman use when writing the thesis statement for his paper?
Provide a definable and arguable claim in the thesis statement.
Which of the following practices can writers use that will make it more likely for the audience to accept the information provided?
Provide credible sources of references as support for their arguments.
Consider this message in the "About Us" section of a company's website: "Our company is lead by a CEO with immense experience!! He is highly qualified and has the skills to take our company to its zenith!" Keeping in mind the possible obstacles in written communication, assess the effectiveness of this message.
Readers will most likely be put off by this message because the excessive use of exclamation points reflects a lack of professionalism.
Select the best reason why research is important to developing your speech or presentation.
Research builds your credibility by helping you to present a truthful and comprehensive message.
Why is research important when developing your speech or presentation?
Research enables you to create a more complete speech.
Sally has to give a presentation to the Board of Trustees about the new initiative she's been working on. She has thought carefully about the rhetorical situation for her speech. Which of the following statements shows her considering the context?
Sally knows her presentation will be the first of many for the Board that day, so she plans to keep it short and to the point.
Which of the following messages is an example of discrimination?
Same-sex couples are not allowed to shop here
Which of the following is an effective use of technology for developing professional written communication?
Select the most appropriate format and tool for the purpose of your message.
__________, or substituting traditional words for unconventional ones, can make the content of your speech or presentation less accessible to a diverse audience.
Slang
Process and Procedure
Structuring your document by process and procedure is similar to the time (chronological) organizational pattern with the distinction of steps or phases that lead to a complete end goal. This is often referred to as the "how-to" organizational pattern.
Space (Spatial)
Structuring your document by space involves examining the parts of something and how they fit together to form the whole.
Time (Chronological)
Structuring your document by time shows a series of events or steps in a process, which typically has a beginning, middle, and end. "Once upon a time stories" follow a chronological pattern.
Contrast
Structuring your document by using contrasting points highlights the differences between items and concepts.
Consider what you have learned about the rhetorical situation. Which question will best help you identify the audience?
What is the average age and educational level of the people to whom I will be speaking?
Consider what you have learned about the rhetorical situation. Which question will best help you identify the context?
What time of day is my presentation taking place?
Which example needs a transition word or phrase between sentences to connect the ideas?
When modernizing your website, you first want to choose a clean, crisp font. You want a soothing color scheme, like blue and gray.
Select the example that demonstrates appropriate behavior in the workplace.
When sitting in meetings, Arthur stays still and keeps his eyes on the person speaking.
When do interpersonal needs, such as those described by Abraham Maslow or William Schutz, have a role in communication?
When we need to build relationships, which we must do regularly to meet our needs
Which of the following is a component of a good resumé?
Your work experience in reverse chronological order
Ceremonial (Events, Ceremonies, or Celebrations)
Structuring your document for a ceremony involves focusing on thanking dignitaries and representatives, explaining the importance of the event, explaining the relationship of the event to the audience, and thanking the audience for participation in the event, ceremony, or celebration.
While it is easy for him to replace the English words for German ones, Langston had not grown up in a German culture did not know the _____________ of many words and phrases. As a result, the company received feedback from the German-speaking users that the website contained offensive language.
connotation
When choosing language for communication, a responsible communicator should __________.
consider how the language choices will be received by others
Ben has been asked to give a presentation on workflow optimization. He has given a presentation on this topic many times before, but he usually speaks for 30 minutes. Since his boss told him that he'll only have 15 minutes, Ben reorganizes his content to make his points more succinctly. By doing so, Ben is considering __________.
his purpose
Lawrence has five minutes at next week's meeting of the Board of Trustees to present his idea for improving his school's social media presence. Since his time is so limited, he thinks carefully about the amount of information he can convey and selects only the most important.By doing so, Lawrence is considering __________.
his scope
A progress report submitted to a project manager communicates essential facts about which phases of the project are complete and which phases remain to be completed. This is most likely an example of an __________.
informational report, because it presents details about the project without conducting an analysis
A customer service complaint report highlights factual details such as the time, date and substance of the complaint. However, the report does not contain an examination of the events that led to the customer complaint. This is an example of an __________.
informational report, because it presents factual data without analyzing the cause of the complaint
A report documenting the financial performance of an organization, such as a balance sheet, income statement or cash flow statement, for a given year is an example of an __________.
informational report, because it states the financial details of the company without analyzing these statements
Sensory or psychological noise that can prevent a message from being received as intended is called __________.
interference
To ensure that your writing fulfills your reader's expectations, one of the most important rules is to __________.
know your audience
When you practice strong productivity skills, you will __________.
organize your presentation so that you are prepared for the real thing
When crafting clear, written communication, you can practice the skill of productivity by __________.
planning and organizing the structure of your message in order to emphasize the main purpose of your communication
A responsible communicator prepares for oral communication by?
practicing their performance
A communicator's responsibility to an audience includes?
presenting messages in a way that builds trust with the audience
A responsible communicator prepares for written communication by __________.
proofreading messages so that the ideas follow a logical progression
Technology can help facilitate collaboration and communication by __________.
providing tools that allow teams to connect in different sized groups and for different purposes
In communication, the person responsible for interpreting a message is called a?
receiver
When you practice self and social awareness, you will __________.
seek to understand your audience and communicate in ways they will comprehend
__________ can make it difficult for audiences to connect to your speech or presentation if they don't share your same level of professional knowledge.
Jargon
Select the statement that describes a speaker using visual aids effectively in a presentation.
Kara uses a flow chart to better illustrate the team process she is sharing with her coworkers, since it looks less complex in visual form.
The following is an excerpt from an email:"The projected growth for 2020 is highly attainable. The company has grown considerably. Companies similar to ours have not grown as much. "If you had to rewrite this email using an appropriate transition, without changing the email's intended meaning, which of the following revisions would be correct?
The projected growth for 2020 is highly attainable. The growth of our company is considerably high when compared to that of our competitors.
The Centers for Disease Control published a report that highlights the relationship between animal exploitation and the COVID-19 pandemic.This is an example of an __________.
analytical report, because it evaluates the connection between two factors
Chris is drafting a memo to his team that will communicate the next steps in their project and delegate responsibilities among team members. He has currently written three paragraphs, but he wants to reorganize his message to make the most important information stand out.Keeping in mind the elements of evaluation, what could Chris do to achieve his goal?
Instead of paragraphs, he could use headings and bullet points to organize his information
The following is a description of an employee provided by his manager in a farewell note:"Karl is intelligent, honest and he is funny. We will miss him!" Identify the appropriate stylistic change to this description to ensure clear and concise writing. a.) Adjust the grammatical pattern to be uniform throughout the description. b.) Add qualifiers such as "really intelligent" and "very honest" to ensure that positive traits are effectively emphasized. c.) Add slang to the description to effectively communicate how significant his departure is for the team. d.) Remove the conjunction, as it is joining two dissimilar ideas that work well independently.
a.) Adjust the grammatical pattern to be uniform throughout the description.
A newly appointed project manager intends to invite his team for a meeting to formally introduce himself. Which of the following examples effectively conveys the intended message? a.) As the newly appointed project manager, I would love to meet each of you. So, I am setting up a meeting for tomorrow, the 23rd of August. See you all at 1:00 p.m. in the boardroom. b.) As the new manager, I would like to take this opportunity to invite you all to accompany me for lunch sometime next week. This will help us work together much better! c.) I am new to the organization and therefore want to meet you all together. Let us catch up over lunch! d.) I am setting up a meeting tomorrow. See you all in the afternoon.
a.) As the newly appointed project manager, I would love to meet each of you. So, I am setting up a meeting for tomorrow, the 23rd of August. See you all at 1:00 p.m. in the boardroom.
Which of the following is a useful tip for effective business emailing? a.) Close your email with a signature block that states your name and professional contact information. b.) Ensure that your email is broken up into more than five paragraphs so that it has an impact. c.) Write your subject in capital letters if your email is urgent and you need a prompt response. d.) Never include links in your email, as they will not open properly.
a.) Close your email with a signature block that states your name and professional contact information.
A project manager writes the following email to a senior resource manager:"When can I expect a reply tp my email? I need to know whether you have resources available so that i can plan the project accoridngly. We don't have a whole lotta time before the project is due and I need a response ASAP" How can the project manager use his skills to improve the effectiveness of this email? a.) He should take the time to review his email for typing errors and tone. b.) He should underline the important parts of the email such as "reply" and "available resources." c.) He should take the time to lengthen and restructure his email using bullet points and colorful highlights. d.) He should capitalize "time" to emphasize the fact that they are running short on it.
a.) He should take the time to review his email for typing errors and tone.
Brett, a graduate student, decides to prepare an outline before he begins working on his research paper. Which of the following suggestions should Brett use when outlining his paper? a.) Place the major ideas that support the thesis in separate paragraphs after the thesis statement in a sequential manner. b.) Ensure that the thesis statement and the first major point supporting the thesis are in the same paragraph under the introduction. c.) Place the summary of the major ideas that support the thesis in a single paragraph right below the thesis statement. d.) Ensure that the introduction and the conclusion have the same components and are worded similarly to each other.
a.) Place the major ideas that support the thesis in separate paragraphs after the thesis statement in a sequential manner.
Usman is required to write a research paper for his graduate program. Which of the following suggestions should Usman use when writing the thesis statement for his paper? a.) Provide a definable and arguable claim in the thesis statement. b.) Highlight the central idea vaguely in the thesis statement so that it increases the reader's curiosity. c.) Make the format of the thesis statement interrogative so that it challenges the reader's beliefs. d.) Make the thesis statement present the central idea in a complex manner.
a.) Provide a definable and arguable claim in the thesis statement.
The following is an email from a team lead commending the hard work of a fellow employee:"Harris, you are a pro! Considering the hard work you put into your projects, I am sure the sky is the limit for you! You go, dude!" Identify the appropriate stylistic change to this message. a.) Replace slang with more professional language. b.) Add more clichés that everyone will understand to better illustrate the employee's value. c.) Mention the employee's "hard work" more than once so that the repetition will make the message memorable. d.) Use longer sentences so that the writing is less simplistic.
a.) Replace slang with more professional language.
Kristi writes the following email to Joshua, the sales head of a client company:"Dear J, I'm sorry to inform you that our team will not be able to complete the project as scheduled due to some technical complications. Here are the specific technical problems we ran into: The HTML5-compliant application requires recoding, the targeted features need multiple testing rounds, and all video and audio formats need to be integrated with MP3, OGG, WAV, and MP4, OGV, WebM into each video and audio. We are working to solve the issue and will send an updated time for completion as soon as we hear back from our technical team. I will work to make sure we get back on track and ensure that delays like this do not occur again."How could Kristi use her self and social awareness skills to improve this message? a.) She should avoid elaborating on the technical complications because the email recipient might not be familiar with the jargon and find it confusing and frustrating. b.) She should use an informal tone to downplay the seriousness of the delay because technical complications are no one's fault. c.) She should provide a specific date of delivery, even if she is unsure of it, and modify the date later if needed. d.) She should elaborate further on the technical complications because the longer the email, the more convincing it is.
a.) She should avoid elaborating on the technical complications because the email recipient might not be familiar with the jargon and find it confusing and frustrating.
Why are establishing a purpose and agenda important for business meetings? a.) They improve team morale and productivity by providing focus. b.) They ensure that meeting discussions will not veer off-topic. c.) They allow introductions to be skipped over during the meeting. d.) They justify holding a meeting, whether or not it's really necessary.
a.) They improve team morale and productivity by providing focus.
Muriel's group has been asked to solve their company's supply chain issues. The group devises the following working definition of the problem: "The costs of four materials used in production have been rising for three years and, in that time, have chipped away at revenue by 30%. We need to develop a supply-chain strategy that reduces costs and reverses the trajectory of falling revenues."Now that the group has defined the problem, what is the best next step? a.) Decide what a satisfactory solution would look like and determine how to implement it. b.) Formulate questions raised by the problem and determine what data or information can be gathered to answer them. c.) Collaborate as a group to determine which solution is most likely to be effective. d.) Individually propose solutions to the problem according to each group member's area of expertise.
b.) Formulate questions raised by the problem and determine what data or information can be gathered to answer them.
Rashid's company sells its products to a very specific target market, and his group has been asked to figure out how their company can expand its appeal to new groups of consumers. His group has met several times to define the problem, and each member has analyzed the problem based on their area of professional expertise. At this point, how should the group proceed? a.) Have the group create a new definition of the problem. b.) Have each group member report the results of their analysis to the group. c.) Have each group member propose a solution to the problem. d.) Have the group consider the feasibility of implementing a proposed solution.
b.) Have each group member report the results of their analysis to the group.
A company that has just declared bankruptcy is sending out an email to the company's customer base to let them know that the company will no longer be available to provide services. The CEO has decided to use a colorful PowerPoint presentation with lively designs and animations so that the recipients are not too disappointed by the news. Evaluate the effectiveness of the CEO's communication strategy. a.) It is likely to be ineffective, because important news is best conveyed through social media. b.) It is likely to be ineffective because, it uses inappropriate nonverbal techniques (colors, designs and animations) to convey news that is sensitive. c.) It is likely to be effective, because it uses colorful visual elements to lighten a message that might have considered negative by the recipients. d.) It is likely to be ineffective, because it is inappropriate to convey such news through written communication in a business setting.
b.) It is likely to be ineffective because, it uses inappropriate nonverbal techniques (colors, designs and animations) to convey news that is sensitive.
Mathilda is putting together a proposal for a new investment strategy for her financial services firm. The proposal includes a lot of complex data sets and statistical summaries. Keeping in mind the elements of evaluation, what should Mathilda do to maximize the effectiveness of her proposal? a.) Mathilda should explain the complicated data sets in all caps so that the reader can be sure to read it slowly and carefully. b.) Mathilda should include a variety of carefully prepared visual aids to complement the verbal explanations of the data. c.) Mathilda should avoid including web links or interactivity, since the statistical data is already complicated enough. d.) Mathilda should choose a different font for each section of the proposal to increase visual interest.
b.) Mathilda should include a variety of carefully prepared visual aids to complement the verbal explanations of the data.
Joe is an architect working for a design company. He is required to write a document describing the design of the building he is currently constructing. Which organizing principle should Joe use to effectively describe the building? a.) Contrast b.) Space c.) Classification d.) Point pattern
b.) Space
How should technology be used in the context of a business meeting? a.) Technology is a poor substitute for meeting in person and should be avoided. b.) Technology should be current and used in a way that is appropriate to the meeting's purpose. c.) Technology should be used to compensate for gaps in planning and preparation. d.) Software that generates meeting invitations can be relied on to ensure that everyone will attend.
b.) Technology should be current and used in a way that is appropriate to the meeting's purpose.
An internal memo distributed to an organization reads as follows:"The attendance for the leadership conference has been made mandatory. The managers should be present. The individual contributors should also be present."If you had to rewrite the given excerpt using an appropriate transition, which of the following sentences would effectively convey the message? a.) The attendance for the leadership conference has been made mandatory for managers, and not to mention the individual contributors. b.) The attendance for the leadership conference has been made mandatory not just for the managers, but also for the individual contributors. c.) The attendance for the leadership conference has been made mandatory. Firstly for the managers, and then for the individual contributors. d.) The attendance for the leadership conference has been made mandatory, similarly for both the managers and the individual contributors.
b.) The attendance for the leadership conference has been made mandatory not just for the managers, but also for the individual contributors.
A company hires a new director to lead the marketing department. The department has historically been high performing, innovative, creative and professional. What is a likely outcome if the new director adopts a coaching leadership style? a.) The marketing team will likely work less hard since its members will feel less ownership over their work. b.) The marketing team will likely continue its strong performance, with its members feeling supported both individually and as a group. c.) The director could stifle the creativity of the group by exerting too much control. d.) Several members of the marketing team may feel as though their talents are not being fully respected by the director.
b.) The marketing team will likely continue its strong performance, with its members feeling supported both individually and as a group.
A hospital hires a new nursing director to lead a team of nurses who work in the hospital's emergency room. The nurses are all highly experienced, educated and competent.What is a likely outcome if the new director adopts an autocratic leadership style? a.) The nurses will likely appreciate the space given to them by the director to do their jobs without excessive oversight. b.) The nurses may resent the director for imposing too much control and feel as though their experience is not being valued. c.) The nurses will likely appreciate not having to participate in decisions regarding group norms and procedures. d.) The nurses may feel as though the group lacks direction, and subgroups may emerge to fill the void.
b.) The nurses may resent the director for imposing too much control and feel as though their experience is not being valued.
Select a way in which oral and written communication are different. a. The written communication process is not impacted by the element of interference. b. Both written and oral messages involve nonverbal communication, but only one involves verbal messages. c. Written communication is typically asynchronous while oral communication often is not. d. Oral communication is more likely to be misinterpreted or misunderstood.b. It influences how you relate to the person you're communicating with.
c. Written communication is typically asynchronous while oral communication often is not.
Which of the following describes the relationship between a resumé and the hiring process? a.) A resumé is presented in the final stage of the recruitment process and determines whether or not you get hired. b.) A resumé's main purpose is to highlight your value system and worldview so that a potential employer can make an informed decision. c.) A resumé's main purpose is to showcase how your professional background can fulfill the potential employer's needs. d.) A resumé is a mere formality and does not have much bearing on whether or not you get hired by a potential employer.
c.) A resumé's main purpose is to showcase how your professional background can fulfill the potential employer's needs.
Which style of writing would be most useful if you were writing an email to a friend with an update about your life? a.) Formal writing, because it uses academic terminology that will impress your friend b.) Business writing, because it focuses on professional expression c.) Casual writing, because it uses everyday words and expressions d.) Idiomatic writing, because it is easier to understand
c.) Casual writing, because it uses everyday words and expressions
Which of the following is a useful tip for effective business emailing? a.) Always use the "reply all" option so that everyone copied on the email receives your response. b.) Use all caps to emphasize important portions of your email. c.) Create subject lines that are clear, brief and specific. d.) Use abbreviations to keep the email short.
c.) Create subject lines that are clear, brief and specific.
Tricia's group has been tasked with figuring out how to implement new government regulations for their industry in a way that avoids a significant financial impact. They have analyzed a range of proposed solutions and decided to implement four actions. At this point, how should the group proceed with implementation? a.) Use their cost/benefit analysis as a guide, but ultimately execute the solutions that are least time-consuming. b.) Continue to discuss the proposed solutions until they can agree on a single one to implement. c.) Execute the proposed actions in a way that adheres to the actions' projected costs. d.) Once actions have been decided upon, implement them regardless of whether unanticipated costs arise.
c.) Execute the proposed actions in a way that adheres to the actions' projected costs.
Wes' group has been tasked with optimizing the company's website to generate leads and drive business to the company's online marketplace. They have a range of possible solutions that have been proposed by group members but they are unsure how to decide which solution, or combination of solutions, should be implemented.At this point, how should the group proceed? a.) Determine which solutions will be easiest and most expedient to implement. b.) Have the group members vote on a solution. c.) For each possible solution, weigh the anticipated cost against the likely benefit that the action will provide. d.) Implement every possible solution and analyze the cost/benefit of the action after a trial period.
c.) For each possible solution, weigh the anticipated cost against the likely benefit that the action will provide.
Which of the following practices can writers use that will make it more likely for the audience to accept the information provided? a.) Use emotions rather than logic to write an article. b.) Add dramatic exaggerations to emphasize the need to accept the given information. c.) Provide credible sources of references as support for their arguments. d.) Use strong language to condemn any practice or individuals who do not support the given information.
c.) Provide credible sources of references as support for their arguments.
Read the following email written by Sheila, a former employee of ABC Tech., to her previous boss, whom still works at the company:"As you know, I worked for ABC Tech. for five years. I am currently applying for a new job and would like to ask if I may provide your name and contact information as a reference. The position I am applying for requires a high level of INTEGRITY and good PEOPLE MANAGEMENT SKILLS, both of which I believe I have demonstrated in my tenure at ABC Tech. I hope that you'll be able to speak to my experience..." Keeping in mind the elements of evaluation, what should Sheila change in this email to make it more effective? a.) Sheila should bullet each sentence so that her former boss processes the information correctly. b.) Sheila should highlight the important parts of the email with different font colors to ensure that it grabs her former boss' attention. c.) Sheila should do away with the capitalization in the email, as it is not suitable for email communication. d.) Sheila should underline the important parts of the email so that her former boss is motivated to respond immediately.
c.) Sheila should do away with the capitalization in the email, as it is not suitable for email communication.
Lisa, the managing director at Green Corp Inc., is writing a speech about the three main concerns the company is currently facing. Which of the following examples uses an effective transition to convey the message? a.) The company is currently dealing with three major concerns, which are the global pandemic that has caused a considerable loss. In addition to it, the workers cannot travel to their workplace. Another one is the lack of potential clients. b.) The company has issues we are facing such as the global pandemic, which has caused us great monetary loss. In other words, we are not able to find potential clients. And also, the workers are unable to travel to the workplace due to the lockdown. c.) The company is currently dealing with three major concerns. Firstly, the global pandemic, which has caused a considerable amount of loss, both monetary and personal. Secondly, the incapacity of the workers to travel to the workplace. Lastly, the lack of potential clients. d.) The company is dealing with three concerns. Like the global pandemic that has caused a great loss. Also, the workers cannot get to the workplace. Besides all of these, we are unable to find potential clients.
c.) The company is currently dealing with three major concerns. Firstly, the global pandemic, which has caused a considerable amount of loss, both monetary and personal. Secondly, the incapacity of the workers to travel to the workplace. Lastly, the lack of potential clients.
The board of a newly-created charter school appoints a head of school to lead a team of educators. None of the teachers have taught in a charter school setting before, and half are recent college graduates with no independent teaching experience. What is a likely outcome if the head of school adopts a laissez-faire leadership style? a.) The educators will likely succeed because they are allowed to create their own solutions to problems that develop. b.) The educators will likely develop a strong sense of companionship and group identity. c.) The educators will likely feel as though they lack focus and don't have clearly identified goals. d.) The educators may be unhappy with the stringent way the head of school is dictating group norms and expectations.
c.) The educators will likely feel as though they lack focus and don't have clearly identified goals.
A manager sends out an announcement to her team that reads as follows:"Marty, Andrea and Bert: are the new software developers joining the organization."Keeping in mind the importance of formatting, spelling, punctuation, and grammar, identify the error in the given statement and the method to fix the error without changing the intended meaning. a.) There is incorrect comma usage between the names of the new software developers, which can be rectified by deleting both of the commas. b.) There is a verb tense error, which can be rectified by replacing "joining" with "will join." c.) The statement includes an unnecessary colon, which can be rectified by simply deleting the colon. d.) The statement includes an unnecessary colon, which can be rectified by replacing the colon with a semicolon.
c.) The statement includes an unnecessary colon, which can be rectified by simply deleting the col
The team supervisor gathered data for a presentation from his team members. He organized the data into a three-page report. While reviewing, he realized that the tone of the report shifted between formal and informal. Which aspect of the report should the team supervisor review and rectify? a.) The content of the report b.) The readability of the report c.) The style of the report d.) The organization of the report
c.) The style of the report
A passage an email reads as follows:"Hari and Kate is the newly appointed project managers handling the X-files project. They replaced Maya, a senior project manager, who retired from the organization earlier this month."Keeping in mind the importance of formatting, spelling, punctuation, and grammar, identify the error in the given statement and the method to fix the error without changing the intended meaning. a.) There is incorrect capitalization in the second sentence, which can be rectified by removing the capitalization of words in the middle of the sentence. b.) There is a verb tense issue in the first sentence, which can be corrected by changing the tense from present to past since Maya retired earlier that month. c.) There is incorrect subject-verb agreement in the first sentence, which can be corrected by replacing the singular verb with a plural verb. d.) There is incorrect pronoun usage in the first sentence, which can be rectified by changing the pronoun to match the given nouns.
c.) There is incorrect subject-verb agreement in the first sentence, which can be corrected by replacing the singular verb with a plural verb.
Darius is writing a report on the effectiveness of the new project workflow he has implemented in recent projects. The report is seven pages long and contains data and examples covered across different sections.Keeping in mind the elements of evaluation, what should Darius do to maximize the effectiveness of his report? a.) Darius should avoid adding any visuals to the report because they will confuse and distract the readers. b.) Darius should increase the page count by increasing the margins so that each page has limited text and is less cumbersome to read. c.) Darius should use different font colors, styles and sizes so that the report is less monotonous to read. d.) Darius should arrange the content into logical paragraphs and place all lists in bullets so that the content is structured.
d.) Darius should arrange the content into logical paragraphs and place all lists in bullets so that the content is structured.
Corbin's group has been asked to develop a plan that will help the company attract a more diverse workforce. The group devises the following working definition of the problem: "The company employs too few women and people of color, and needs to find ways to attract, hire and retain more diverse candidates." How should they revise their working definition of the problem? a.) Define the problem more broadly so that the definition can change over time. b.) Wait until the problem has been fully analyzed before defining it. c.) Have each member of the team define the problem individually. d.) Define the problem more narrowly, so that the group knows more precisely what it needs to accomplish.
d.) Define the problem more narrowly, so that the group knows more precisely what it needs to accomplish.
Lisa, a graduate student, is working on a draft of her research paper. Which of the following suggestions should Lisa use when writing the body of her paper? a.) Ensure that the first sentence of a new paragraph repeats the exact wording of the concluding statement of the previous paragraph. b.) Ensure that each paragraph is at least 10 sentences long. c.) Ensure that you reword the thesis statement in each paragraph before providing the supporting argument. d.) Ensure that each paragraph focuses on one idea relating to the central topic of the thesis.
d.) Ensure that each paragraph focuses on one idea relating to the central topic of the thesis.
Which of the following is an effective use of technology for developing professional written communication? a.) Always use the same tool to communicate all your messages to save time and energy. b.) Use spell-checking software as the only form of review to catch all errors in grammar, language and tone. c.) Record yourself reading your message aloud to practice effective nonverbal communication. d.) Select the most appropriate format and tool for the purpose of your message.
d.) Select the most appropriate format and tool for the purpose of your message.
Sharon has written an article for a magazine about the ill effects caused by disposing hazardous chemical wastes into a nearby lake. While reviewing the article, she removes unnecessary and redundant information from the article. Which aspect of the article is Sharon reviewing? a.) The organization of the article b.) The style of the article c.) The readability of the article d.) The content of the article
d.) The content of the article
Philippe is giving a presentation to local business owners to persuade them to donate funds to his charity event. When planning his presentation, he makes a reminder to himself to include information about the event that is most relevant to the business owners.By doing so, Phillipe is considering __________.
his audience
Which of the following examples of written communication uses the time principle to structure data?
A business report documenting the progression of a project during a fiscal year
What is an effective strategy for giving a persuasive speech if you want to your audience to stop acting in a certain way?
Be explicit about the action that you are asking the audience to discontinue.
"Last month, our sales rose when we increased prices by 15%, so we should raise our prices another 15% this month."Which logical fallacy should you guard against here?
Confusing a correlation for a cause-and-effect relationship (post hoc ergo propter hoc)
Which of the following statements illustrates the characteristics of an effective paragraph in written communication?
Each paragraph should focus on only one idea or thought.
General purpose: To persuadeTopic/specific purpose: Persuade city officials to raise the minimum wage to $15 per hourSelect an appropriate thesis statement for this speech.
Raising the minimum wage to $15 per hour will increase spending and expand the number of jobs available in the community.
Valerie works in communications for a multinational corporation. Every Wednesday morning, she gives a short presentation to the rest of her department, informing them of any major media stories involving the company.Which type of informative presentation is Valerie giving?
Report
Select the best reason why research is important to developing your speech or presentation.
Research can help you present different perspectives, building your credibility.
Which organizing principle would be useful for an informative speech in which you want to explain the redesign of a hospital wing to an audience?
Space
Allen is assigned the task of revising an article written by two co-authors before its publication. While reviewing the article, he notes that the tone of the article is consistent throughout, as though it had been written by a single author.Which aspect of the article is Allen reviewing?
The style of the article
Consider this advertisement posted on the message board in an office's lounge:"A one-room bedsit situated right next to the chip shop on the carriageway. Available immediately. Call the number below."Keeping in mind the possible obstacles in written communication, assess the effectiveness of this message.
This message will be differently interpreted by readers from different cultures as it contains culture-specific references that will bypass the understanding of those from other cultures.
To ensure that your writing fulfills your reader's expectations, one of the most important rules is to __________. a.) know your audience b.) break down your message as much as possible c.) stop checking and rechecking what you've written d.) use jargon to keep your reader hooked
a.) know your audience
An article was published in the newspaper that provided strong arguments and evidence about the benefits of Ayurveda. The article urged people to shift from their current lifestyle choices and adopt Ayurvedic practices.What is the main purpose of this article?
To persuade people
Which of the following is a useful tip for effective business emailing?
Use only essential words to make your email more concise and easy to read.
Keeping in mind basic grammatical rules, select the sentence that is written correctly.
We're sorry, but no one is currently available to respond to your request.
Which question will best help you identify the context?
What time of day is my presentation taking place?
Which example needs a transition word or phrase between the sentences to connect the ideas?
What we think of as a scientific fact can change. Pluto is no longer considered a major planet.
Which of the following is a component of a good resumé?
Your contact information, educational qualifications and work experience
Select the example that demonstrates inappropriate behavior in the workplace. a.) After she backs up, Andrew moves closer to his coworker so that she can hear what's he's saying. b.) Tyler dresses more casually for work on Fridays, because his boss and colleagues do as well. c.) Regina hands out business cards to people she meets at an industry conference. d.) Peter puts his cell phone on vibrate, instead of letting it ring, when he's sitting in his cubicle.
a.) After she backs up, Andrew moves closer to his coworker so that she can hear what's he's saying.
When choosing language for communication, a responsible communicator should __________. a. Use complex language that demonstrates the communicator's expertise b. Compensate for gaps in logic with passionate or expressive language c. Consider how the language choices will be received by others d. Use slang or jargon to demonstrate knowledge of the topic
c. Consider how the language choices will be received by others
A customer service complaint report highlights factual details such as the time, date and substance of the complaint. However, the report does not contain an examination of the events that led to the customer complaint. This is an example of an __________. a.) analytical report, because it provides an analysis of the factors that led to the complaint b.) analytical report, because it presents a comprehensive list of recommendations to avoid such complaints in the future c.) informational report, because it presents factual data without analyzing the cause of the complaint d.) informational report, because it determines the validity of the complaint
c.) informational report, because it presents factual data without analyzing the cause of the complaint
Which of the following statements highlights the best use of a proposal as a method of communication? a.) It is an effective tool used to communicate small amounts of information swiftly throughout an organization. b.) It is an effective tool used to express narratives or opinions in a manner that entertains and engages its readers. c.) It is an effective tool used to motivate its readers to pursue their dreams and ambitions. d.) It is an effective tool used to persuade people to adopt the suggested solutions to overcome existing problems.
d.) It is an effective tool used to persuade people to adopt the suggested solutions to overcome existing problems.
Which of the following is a useful tip for effective business emailing? a.) Avoid the use of paragraphs, as they break the flow of communication. b.) Create long subject lines so that readers can gauge the content of the email before reading the full text. c.) Use acronyms and abbreviations as much as possible to ensure the email is easy to decipher. d.) Proofread your email before sending it to catch and correct spelling and grammar mistakes.
d.) Proofread your email before sending it to catch and correct spelling and grammar mistakes.
Post Hoc Ergo Propter Hoc
"After this, therefore because of this," also called a coincidental correlation. It tries to establish a cause-and-effect relationship where only a correlation exists.
After the economy slowed, your boss called a meeting to speak with your team: "We need to double our usual efforts to retain customer loyalty. In order to do that, we need to know what our customers are feeling, what they want and what they need. I want us to design a survey that will determine whether or not our customers are happy and ask them what changes we should be making to our services." Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point.
"I'm hearing that retaining customers during these challenging times is a priority and you think feedback is important to achieving that goal. Can you tell us more about what you envision for the survey?"
Your boss pulls you into her office to tell you that she needs to fire your coworker, who is also your good friend:"I wanted to let you know that I am planning to meet with Richard later today to let him go. He has consistently been missing deadlines and making really critical mistakes with clients. I hope you know how much we value your work at our firm, so if you have any questions about why we've made this decision, please ask. We've tried hard to help Richard succeed, but at this point we think he'd be a better fit elsewhere." Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point.
"I'm so sorry to hear that Richard is being fired, but it sounds like there are some good reasons for doing so. Can you tell me more about how you tried to support him, so that I can understand better?"
Your boss asks to speak with you to discuss your recent sales performance: "You've been a really valuable member of the sales team for a number of years now, so I recognize that it's unusual for you to miss your sales targets. I have a lot of confidence that you'll turn things around this quarter. But I wanted you to know that management is paying attention, and they won't be happy if your performance doesn't improve." Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point.
"It sounds like I need to generate more sales, and soon. Can you tell me more about management's expectations so that I can be sure to meet them?"
Your boss asked to meet with you to discuss a conflict that has developed between you and Janice, another manager on your marketing team: "I can tell that you two disagree strongly over how to pitch our services to that company in New York. I'm thinking about removing you from the account and instead having you focus on the presentation for our clients in Florida. My hope is that will reduce the tension between you two." Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point.
"It sounds like you want Janice to take over the New York account and for me to focus on Florida. Is that right?"
Your boss asks to speak with you about an idea that you had for a new product: "I thought about your idea, and while I'd love to say that it's something we can pursue in the future, now's not a good time. The economy is still recovering and we just don't have the financial reserves to try something new right now unless we're 100% sure it's going to succeed." Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point.
"Just so I'm clear: You're saying that the timing is wrong right now, but there's a possibility that we can revisit my idea when the company is in a stronger position?"
Your boss asks to speak with you about how to improve customer service: "I've noticed that a lot of our customers don't like to wait on the phone for help anymore. Instead, they prefer the option of web chat. I'm thinking that we can shift resources away from the call center and instead focus on building automated chat software, which will ultimately save the company money and give the customers what they want. "Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point.
"So you're saying that customers are impatient, so it's important to make the call center more productive and efficient by helping more customers by web chat instead of phone?"
Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point.
"So you're saying that we need to speed up our complaint resolution process and develop a system for collecting feedback from all customers, is that right?"
Microaggression
A brief, everyday exchange that sends denigrating messages to certain individuals because of their group membership.
Language
A code or collection of symbols, letters, or words with arbitrary meanings used to communicate.
"I should be hired for this position because I'm the best person for the job." Which logical fallacy should you guard against here?
Accepting an argument that is circular in nature (circular argument)
"Our most successful product last year was the N2000 model, of which we sold nearly 20,000. So we project that employee turnover at our company will be down by 30% this year." Which logical fallacy should you guard against here?
Accepting conclusions that don't make sense given the argument (non sequitur)
Discrimination
Actions taken against a group of people.
Dev's group has successfully accomplished its task of writing a new policy for the quality assurance team and is preparing to dissolve. Which life cycle stage is this group currently in?
Adjourning
The following is a description of an employee provided by his manager in a farewell note: "Karl is intelligent, honest and he is funny. We will miss him!" Identify the appropriate stylistic change to this description to ensure clear and concise writing.
Adjust the grammatical pattern to be uniform throughout the description.
Select the example that demonstrates inappropriate behavior in the workplace.
After she backs up, Andrew moves closer to his coworker so that she can hear what's he's saying.
Self-Adaptor
An adaptation of an aspect of oneself in a way for which it was not designed, or for no apparent purpose.
Object-Adaptor
An adaptation of an object for a purpose other than its intended design.
Which of the following examples of written communication uses the problem and solution principle to structure data?
An article that highlights the ill effects of pollution and provides methods to curb it
Red Herring
Any diversion intended to distract attention from the main issue, particularly by relating the issue to a common fear.
Ad Populum
Appeals to a common belief of some people, often prejudicial, and states everyone holds this belief. Also called the bandwagon fallacy, as people "jump on the bandwagon" of a perceived popular view.
General purpose: To inform Topic/specific purpose: Explain the impact of incentives on employee performance Select an appropriate thesis statement for this speech.
Appropriate incentives have been shown to measurably increase employee productivity and company revenues.
Bob attended an informational session led by a community advocate at a local church. When he entered the meeting room, he did a quick scan of the people present. His eyes landed on the woman in the suit, whom he assumed to be the presenter.Which type of nonverbal communication is represented here?
Artifacts
A newly appointed project manager intends to invite his team for a meeting to formally introduce himself. Which of the following examples effectively conveys the intended message?
As the newly appointed project manager, I would love to meet each of you. So, I am setting up a meeting for tomorrow, the 23rd of August. See you all at 1:00 p.m. in the boardroom.
Which organizing principle would be useful for an informative speech in which you want to tell a story that is representative of your broader point or message?
Ascending
Select the example that demonstrates appropriate behavior in the workplace.
Ashleigh knocks before entering her boss's office, even when they have a meeting scheduled.
"I don't think we need to draft a reply to the customer who complained that her shipment was late. If she can't write an email without using curse words, she's not worth responding to." Which logical fallacy should you guard against here?
Attacking the person instead of the argument (ad hominem)
If your goal is to maintain strong relationships at work, which of the following is a good approach to managing conflict?
Avoid blaming individuals for problems.
Why is understanding interpersonal communication important?
Because it helps you to determine how best to communicate with another individual.
Which of the following is an example of someone taking on a positive role in a group?
Brian expands on his coworker's idea by suggesting a way of implementing it.
How should you approach mass communication?
By carefully matching the channel to the goat of reaching as many people as possible
How does technology aid workplace productivity?
By eliminating time wasted in travel and enabling communication regardless of geographical location
How should you approach group communication differently from interpersonal communication?
By tailoring your message with the more complex dynamics of the audience in mind
How should you approach mass communication?
By trying to craft a message that has broad appeal to a diverse audience
Which style of writing would be most useful if you were writing an email to a friend with an update about your life?
Casual writing, because it uses everyday words and expressions
Which style of writing would be most useful if you were emailing a coworker and inviting them to your birthday party?
Casual writing, because it uses friendly language
You need to have a one-on-one conversation with a client, but your internet connection at the office is unstable because of a recent storm. Which method of audio communication would be a good choice?
Cell phone
If the general purpose of your demonstrative speech is to explain to your audience how to bake a cake, which organizing principle would be useful?
Chronological
Begging the Question
Claiming the truth of the very matter in question, as if it were already an obvious conclusion.
Select the statement that describes a speaker using visual aids effectively in a presentation.
Clay creates a set of PowerPoint slides to accompany his sales pitch and he makes one slide for each of his main points.
Read the following excerpt from an internal company memo: "As they say, it's best not to put all of our eggs in one basket. So in addition to our successful bottled water sales, next year we will be introducing a series of sports energy drinks." Which potential barrier to communication is represented here?
Cliche
Which potential barrier to communication is represented here?
Cliche
Which of the following is a useful tip for effective business emailing?
Close with a signature to help the recipient identify where the email is coming from.
Prejudice
The beliefs, thoughts, feelings, and attitudes someone holds about a group.
Noel's group has been tasked with determining how best to speed up the time between when a new product is launched and when it begins to generate large-volume sales. They have defined and analyzed the problem, discussed possible solutions, and decided that all of them will produce equally positive outcomes. At this point, how should the group proceed?
Consider the available resources and costs associated with each proposed solution.
What is an effective strategy for giving a persuasive speech if you want to convince your audience to change their beliefs in some way?
Consider your audience's personal biases and use empathy when developing your speech.
If the general purpose of your speech is to explain how your company's product has changed over time, which organizing principle would be useful?
Contrast
Which of the following is a useful tip for effective business emailing?
Create subject lines that are clear, brief and specific.
Group Norms
Customs, standards, and behavioral expectations that emerge as a group forms.
Darius is writing a report on the effectiveness of the new project workflow he has implemented in recent projects. The report is seven pages long and contains data and examples covered across different sections. Keeping in mind the elements of evaluation, what should Darius do to maximize the effectiveness of his report?
Darius should arrange the content into logical paragraphs and place all lists in bullets so that the content is structured.
Corbin's group has been asked to develop a plan that will help the company attract a more diverse workforce. The group devises the following working definition of the problem: "The company employs too few women and people of color, and needs to find ways to attract, hire and retain more diverse candidates." How should they revise their working definition of the problem?
Define the problem more narrowly, so that the group knows more precisely what it needs to accomplish.
If you are having a strong emotional response to a workplace conflict, which of the following is a good approach to adopt?
Delay addressing the conflict for a period of time.
Frank works at a wealth management company and has been tasked with developing a system for aggregating client accounts into a single platform. Once the project is complete, Frank's boss asks him to give a presentation where he walks a focus group through the steps involved in setting up and using the platform. Which type of informative presentation is Frank giving?
Demonstration
Lucas works in advertising and is presenting his idea for a new ad campaign to a client. He uses bright visuals and exciting language to help his client picture how the campaign will look and what it intends to convey to consumers. Which type of informative presentation is Lucas giving?
Description
Lucas works in advertising and is presenting his idea for a new ad campaign to a client. He uses bright visuals and exciting language to help his client picture how the campaign will look and what it intends to convey to consumers. Which type of informative presentation is Lucas giving?
Description
The social committee for a senior living community asks Jonah give a talk about his recent travels in Thailand. Jonah eagerly agrees, and develops a presentation that includes many photographs and accounts of what he saw and did. Jonah wants the people who attend his presentation to feel as though they've gone to Thailand too. Which type of informative presentation is Jonah giving?
Description
What is an effective strategy for giving a persuasive speech if you want your audience to develop tolerance for alternative perspectives?
Develop an understanding of your audience's current perspective so that you can start from common ground.
Select the person whose outlook will help them to productively prepare for public speaking.
Devin believes that her tendency to speak softly when giving a speech is a good place to focus on improving.
Which of the following is a way that technology skills can support communication?
Different visual aids can support the content you are sharing with an audience.
Read the following excerpt from a company press release announcing a wave of employee layoffs: "As we seek new ways to compete in the current marketplace, our company is downsizing in order to become more flexible and responsive to the needs of consumers." Which potential barrier to communication is represented here?
Doublespeak
Select the best reason why research is important to developing your speech or presentation.
Effective research can bolster your productivity and make your use of time more efficient.
Why is research important when developing your speech or presentation?
Effective research demonstrates to others that you know how to find relevant information.
Viola is giving a presentation to a group of executives in Japan to begin discussions about a potential collaboration with her company. Viola knows that in Japanese culture, making extended eye contact is considered rude, so she makes only brief eye contact with her audience while she speaks and otherwise looks slightly downward. How effective is Viola's use of nonverbal communication?
Effective, because her eye contact is appropriate for the cultural context in which she is speaking.
Lainey, a popular wellness coach, has been hired to help alleviate employee burnout at a high-stakes company. During a motivational speech to a group of employees, she playfully jokes that "We all know that the first five days of the work week are the hardest," and winks, before launching into a well-received guided relaxation session. How effective is Lainey's use of nonverbal communication?
Effective, because her facial expression complements her playful tone and helps communicate that she is making a joke.
Nicole, a college professor, is giving a lecture in a large lecture hall on the reasons for the fall of the Roman Empire. As she concludes her explanation of one perspective and is about to introduce a contradictory perspective, she raises her arm and makes a "stop" sign with her hand. "Now pause," she says. "That explanation is sound, but does it consider the experience of all social classes?"How effective is Nicole's use of nonverbal communication?
Effective, because her gesture is reinforcing her verbal message.
Roger, a human resources manager, is giving a speech to a batch of new employees during their day of orientation. Roger wants them to feel welcome and enthusiastic about working for the company, so as he speaks, he smiles broadly and moves around the room energetically. How effective is Roger's use on nonverbal communication?
Effective, because his facial expressions and movement are appropriate for the tone and setting of his speech.
If the general purpose of your speech is to persuade your audience to accept your solution to a problem over several other alternatives, which organizing principle would be useful?
Elimination
Select the statement that describes a speaker using visual aids effectively in a presentation.
Elizabeth chooses four charts for her presentation to illustrate her main points and she carefully explains each one as she's speaking.
Which example needs a transition word or phrase between sentences to connect the ideas?
Engaging your employees in a day of service is a good way to make a difference in your community. The costs associated with shutting down your business for a full day may be significant.
Which example needs a transition word or phrase between sentences to connect the ideas?
Enrollment last year was less than anticipated. The college had a budget shortfall.
Lisa, a graduate student, is working on a draft of her research paper. Which of the following suggestions should Lisa use when writing the body of her paper?
Ensure that each paragraph focuses on one idea relating to the central topic of the thesis.
The physical or psychological space in which a message is being communicated is called the ?
Environment
Read the following excerpt from a hospital's website:"We have fewer negative patient outcomes than the national average thanks to the tireless dedication and superior education of our healthcare providers. So when you need the best care, you know where to go."Which potential barrier to communication is represented here?
Euphemism
Why is a positive self-awareness important to the communication process?
Even if communicating is hard for you, having a positive self-understanding means you believe you can change.
Tricia's group has been tasked with figuring out how to implement new government regulations for their industry in a way that avoids a significant financial impact. They have analyzed a range of proposed solutions and decided to implement four actions. At this point, how should the group proceed with implementation?
Execute the proposed actions in a way that adheres to the actions' projected costs.
Slang
Existing or newly-invented words used in place of standard or traditional words with the intent of adding an unconventional, nonstandard, humorous, or rebellious effect.
The message that a receiver returns to a source is called?
Feedback
Wes' group has been tasked with optimizing the company's website to generate leads and drive business to the company's online marketplace. They have a range of possible solutions that have been proposed by group members but they are unsure how to decide which solution, or combination of solutions, should be implemented. At this point, how should the group proceed?
For each possible solution, weigh the anticipated cost against the likely benefit that the action will provide.
Which type of writing would you most likely observe in an email between an employee and his or her supervisor?
Formal
Which style of writing would be most useful if you were writing to a vendor to ask for a service for your company?
Formal writing, because it is more professional than casual writing
Muriel's group has been asked to solve their company's supply chain issues. The group devises the following working definition of the problem: "The costs of four materials used in production have been rising for three years and, in that time, have chipped away at revenue by 30%. We need to develop a supply-chain strategy that reduces costs and reverses the trajectory of falling revenues." Now that the group has defined the problem, what is the best next step?
Formulate questions raised by the problem and determine what data or information can be gathered to answer them.
Select the statement that describes a speaker using visual aids effectively in a presentation.
Gerald isn't sure what size room he'll be presenting in, so he decides to create transparencies that can be projected instead of relying on a flip chart.
When giving his presentation to investors, Chester projected a graph on his third slide. As he explained each part of the graph, he made sure to tap the corresponding spot in the image to draw everyone's eyes there. Which type of nonverbal communication is represented here?
Haptics
Rashid's company sells its products to a very specific target market, and his group has been asked to figure out how their company can expand its appeal to new groups of consumers. His group has met several times to define the problem, and each member has analyzed the problem based on their area of professional expertise. At this point, how should the group proceed?
Have each group member report the results of their analysis to the group.
Which of the following sentences is grammatically incorrect because it contains a dangling modifier?
Having arrived late for the meeting, a written apology was required.
Thomas has been asked by his boss to respond by email to a client who is deeply frustrated by the delays in the project he is managing. Thomas knows the delays are partly the result of his mismanagement of the project, but he wants to sound fully in charge in his email. To that end, he fills his email with industry terms that he carefully defines, even though he knows the client is familiar with them, so that he sounds knowledgeable. He also chooses a professional, respectful tone and gives the client a precise explanation of next steps. Based on the context, how would you advise Thomas to improve his verbal communication?
He should not define terms that he knows the client is familiar with, lest he sound like a dictionary.
Thomas has been asked by his boss to respond by email to a client who is deeply frustrated by the delays in the project he is managing. Thomas knows the delays are partly the result of his mismanagement of the project, but he wants to sound fully in charge in his email. To that end, he fills his email with industry terms that he carefully defines, even though he knows the client is familiar with them, so that he sounds knowledgeable. He also chooses a professional, respectful tone and gives the client a precise explanation of next steps.Based on the context, how would you advise Thomas to improve his verbal communication?
He should not define terms that he knows the client is familiar with, lest he sound like a dictionary.
A project manager writes the following email to a senior resource manager:" When can I expect a reply tp my email? I need to know whether you have resources available so that i can plan the project accoridngly. We don't have a whole lotta time before the project is due and I need a response ASAP" How can the project manager use his skills to improve the effectiveness of this email?
He should take the time to review his email for typing errors and tone.
Chris is drafting a memo to his team that will communicate the next steps in their project and delegate responsibilities among team members. He has currently written three paragraphs, but he wants to reorganize his message to make the most important information stand out. Keeping in mind the elements of evaluation, what could Chris do to achieve his goal?
Instead of paragraphs, he could use headings and bullet points to organize his information.
How are interpersonal needs and communication connected?
Interpersonal needs are at the heart of why we communicate.
Which of the following is an example of someone taking on a positive role in a group?
Ira brings all of the committee's suggestions together after weeks of discussion.
Which example needs a transition word or phrase between sentences to connect the ideas?
It can be hard to listen to feedback. Acquiring feedback is one of the best ways to improve your public speaking.
John, the new director of a community nonprofit that organizes food distribution to needy families, prepares a fundraising speech for a group of potential donors. John hopes to inspire action, so he chooses an aggressive, angry tone that he hopes will make the potential donors feel ashamed that they have not supported the organization in the past. Additionally, since he's new to town and has never met many of these people, he wants to make a memorable first impression. Based on what you have learned about strategies for improving verbal communication, asses the strength of John's approach.
It could be improved, because his tone is not necessarily appropriate for his audience and could do more harm than good.
Piper has been invited to give a presentation at the annual conference of biomedical engineering, a large gathering for industry professionals. She plans to talk about her research into the potential of artificial intelligence software to advance diagnostic practices. As she revises her speech for the third time, she makes sure she has fully defined many of the more technical terms so that no one will need to interrupt her to ask for clarification. However, she's concerned that her speech my go over the allotted time. Based on what you have learned about strategies for improving verbal communication, assess the strength of Piper's approach.
It could be improved, because she is defining terms that are likely already understood by her audience.
While presenting written content, writers usually cite various websites as sources for the information provided in the articles or documents. Why is citing reliable sources an essential aspect of a business document?
It helps increase the credibility of an article.
A company that has just declared bankruptcy is sending out an email to the company's customer base to let them know that the company will no longer be available to provide services. The CEO has decided to use a colorful PowerPoint presentation with lively designs and animations so that the recipients are not too disappointed by the news. Evaluate the effectiveness of the CEO's communication strategy.
It is likely to be ineffective because, it uses inappropriate nonverbal techniques (colors, designs and animations) to convey news that is sensitive.
Which of the following describes the constructivist model of communication?
It posits that senders and receivers negotiate meaning through communication
Which of the following is a quality of good business writing?
It should communicate your message without altering your meaning.
Which of the following statements effectively uses a cause and effect transition?
It started raining, and therefore the roads were wet.
Which of the following describes the constructivist model of communication?
It suggest that communication between people from the same social background is more efficient
Which of the following describes the transactional model of communication?
It suggest that senders and receivers interchange roles
Which of the following describes the transactional model of communication?
It views senders and receivers as interactive and interdependent
Lauren, a recently-hired high school principal, has been invited to give a speech to the PTA about her overall vision for the school and her educational priorities. Lauren decides to talk about her commitment to developing global citizens and life-long learners through student-centered classrooms. As she drafts her speech, she defines what those terms mean to her and provides some examples of how she sees them playing out in the classroom. In the interest of time, she deletes several paragraphs that she wrote about the history of the school. Based on what you have learned about strategies for improving verbal communication, asses the strength of Lauren's approach.
It's strong, because she has kept the needs of her audience in mind by matching her speech to their interests.
Which of the following characteristics suggests that a research source may be unreliable?
Its authorship is unknown.
Select the person whose outlook reflects a public speaking myth that will hinder their productivity.
James feels as though giving a presentation to a large audience is totally different from talking to his coworkers in a more informal context.
"Because the R-value of our doors and windows is the highest on the market, we guarantee a minimal conductive flow of heat that will reduce your heating costs year after year." Which potential barrier to communication is represented here?
Jargon
Jarrod is giving a speech to all of his employees about a new award the company earned. He has thought carefully about the rhetorical situation for his speech. Which of the following statements shows him considering the purpose?
Jarrod chooses celebratory language, because he wants his employees to feel very proud about the award.
Mathilda is putting together a proposal for a new investment strategy for her financial services firm. The proposal includes a lot of complex data sets and statistical summaries. Keeping in mind the elements of evaluation, what should Mathilda do to maximize the effectiveness of her proposal?
Mathilda should include a variety of carefully prepared visual aids to complement the verbal explanations of the data.
Nalini is writing a report for her boss that compares two potential vendors to hire on contract. The report contains a detailed analysis of each vendor's strengths and weaknesses and provides a recommendation for which vendor her company should go with. The report is two pages long and has several different sections. Keeping in mind the elements of evaluation, what could Nalini do to improve the impact of her report on her boss?
Nalini should use bold font and underlining to highlight the important points.
Non Sequitur
Non Sequitur
On Monday morning, Drake's boss approached him with a set of instructions for an urgent and complicated task. "Can you get this done by lunchtime?" his boss asked. "Absolutely, I'd be happy to," Drake responded, while he frowned and rubbed his forehead vigorously. Which principle of nonverbal communication is shown here?
Nonverbal communication can contradict verbal communication
Henrietta wanted to reassure her employees that the sharp downturn in sales was just a coincidence, but the worry on her face made them think otherwise.Which principle of nonverbal communication is shown here?
Nonverbal communication can reveal our true thoughts and feelings.
Which principle of nonverbal communication is showed here?
Nonverbal communication has different meanings in different contexts.
When Rachel gave her presentation on climate change, her clothing, posture, facial expressions and gestures all communicated information to her audience at the same time. Which principle of nonverbal communication is shown here?
Nonverbal communication is fluid.
When Rachel gave her presentation on climate change, her clothing, posture, facial expressions and gestures all communicated information to her audience at the same time. Which principle of nonverbal communication is shown here?
Nonverbal communication is fluid.
What is one benefit of using audio-visual technology to facilitate meetings over audio technology like the telephone?
Nonverbal information such as facial expressions and gestures can be used to enhance communication.
Jargon
Occupation-specific language used by people in a given profession.
Asynchronous
Occurring at different times; often used to describe written communication in which the exchange between sender and receiver is not immediate.
Select the statement that describes a speaker using visual aids effectively in a presentation.
Odette makes copies of her transparencies and tells her audience that she will hand them out at the end of the presentation.
Why is strong self- and social awareness so important in working with others?
Openness to different perspectives allows each voice in a group to be heard and respected.
Thalia gave a motivational speech to company employees at the start of the New Year. She spoke for 30 minutes about the company's bright future and the good that each and every employee was doing for the world. The next day, all Anna could remember about Thalia's speech was her infectious energy and wide smile, which made her feel enthusiastic about going to work. Which principle of nonverbal communication is shown here?
People tend to pay more attention to nonverbal communication than verbal communication
Allan's group has worked out most of the disagreements it had about how to design the new database. The group is now functioning well and each member is fully engaged in their portion of the project. Which life cycle stage is this group currently in?
Performing
Why is research important when developing your speech or presentation?
Performing research can help you to select the most relevant information for your topic.
Select the person whose outlook reflects a public speaking myth that will hinder their productivity.
Peter believes that some people are born naturally gifted public speakers, while others are not.
Elena was feeling very nervous about her upcoming presentation to new clients. She had her hair cut and styled the morning of her presentation in order to project more confidence than she felt.Which type of nonverbal communication is represented here?
Physical characteristics
Brett, a graduate student, decides to prepare an outline before he begins working on his research paper. Which of the following suggestions should Brett use when outlining his paper?
Place the major ideas that support the thesis in separate paragraphs after the thesis statement in a sequential manner.
If your goal is to successfully resolve conflict at work, which of the following approaches should be avoided?
Pointing out coworkers' personal shortcomings
Communication skills are important for all of the following reasons EXCEPT:
Poor communication skills show that you are uneducated
Select the person whose outlook will help them to productively prepare for public speaking.
Priya realizes that when she speaks on stage, certain dynamics are similar to when she's talking to her family.
Jack is a quality manager at a clothing manufacturing company. One of his main responsibilities is to analyze the various issues that arise during the manufacturing process and provide viable fixes to resolve those issues. He is required to document every issue reported. Which organizing principle should Jack use to effectively structure the data in his report?
Problem and solution
Which of the following skills focuses on organizing your communications and effectively managing time?
Productivity
In which example is the person managing their time in a way that will improve their efficiency and effectiveness?
Regina organizes her workday by setting aside two hours in the morning and two hours in the afternoon for uninterrupted work. During this time, she turns off her email notifications.
Select the statement that describes a speaker using visual aids effectively in a presentation.
Remy is presenting the next steps in the project to his team and uses a flow chart to illustrate each one.
The following is a job description for the role of an assistant manager: "The responsibilities of an assistant manager include ensuring company policies are followed by all employees. The assistant manager is also responsible for ensuring customer satisfaction by actively resolving customer-related issues. The assistant manager is responsible for hiring and training new employees and also in firing employees." What stylistic change could improve this job description?
Replace duplicate words with appropriate alternatives to make the description more clear and concise.
The head of marketing emailed an important marketing update to the research and development team. The email read as follows: "The advertorial that was published as per the brief caused quite a stir last week. I think we have now better identified a persona that will allow us to more effectively market our products to our customers." Identify the appropriate stylistic change to this text to improve understanding.
Replace marketing-related jargon like "advertorial" and "persona" that may be a barrier to the research and development team.
The following is an excerpt from an HR document used in an organization: "Hereupon the newly established government rules, the working hours of employees have been decreased by an hour, i.e., instead of working for 8 hours, the employees are now required to work for 7 hours."Select the appropriate stylistic change to this text to ensure clear and concise writing.
Replace outdated words or phrases with commonly used terminology to avoid ambiguity and follow current grammatical usage.
The following is an email from a team lead commending the hard work of a fellow employee: "Harris, you are a pro! Considering the hard work you put into your projects, I am sure the sky is the limit for you! You go, dude!" Identify the appropriate stylistic change to this message.
Replace slang with more professional language.
Sarai works at a publishing company and is leading a project to develop and launch a self-publishing process for aspiring authors. After two months of work, her boss asks her to give a presentation on where the project stands. Which type of informative presentation is Sarai giving?
Report
Group
Three or more individuals who affiliate, interact, or cooperate in a familial, social, or work context.
Kristi writes the following email to Joshua, the sales head of a client company: "Dear J, I'm sorry to inform you that our team will not be able to complete the project as scheduled due to some technical complications. Here are the specific technical problems we ran into: The HTML5-compliant application requires recoding, the targeted features need multiple testing rounds, and all video and audio formats need to be integrated with MP3, OGG, WAV, and MP4, OGV, WebM into each video and audio. We are working to solve the issue and will send an updated time for completion as soon as we hear back from our technical team. I will work to make sure we get back on track and ensure that delays like this do not occur again." How could Kristi use her self and social awareness skills to improve this message?
She should avoid elaborating on the technical complications because the email recipient might not be familiar with the jargon and find it confusing and frustrating.
Based on the context, how would you advise Coraline to improve her verbal communication?
She should choose language that is more dynamic and precise, yet still appropriate for the educational level of her audience.
Indira, a structural engineer, has prepared a 30-minute presentation for the local town council about the effects the proposed school that the town wants to build would have on the neighborhood's water drainage system. The town has asked her to focus on the estimated costs associated with any modifications needed to the system. Indira prepares a highly technical presentation with a number of engineering-specific terms, but since she's limited to 30 minutes and the town is most interested in costs, she does not waste any time defining her terms. Based on the context, how would you advise Indira to improve her verbal communication?
She should eliminate any technical terms that her audience won't understand and instead use language that is more suited to her audience.
Read the following email written by Sheila, a former employee of ABC Tech., to her previous boss, whom still works at the company: "As you know, I worked for ABC Tech. for five years. I am currently applying for a new job and would like to ask if I may provide your name and contact information as a reference. The position I am applying for requires a high level of INTEGRITY and good PEOPLE MANAGEMENT SKILLS, both of which I believe I have demonstrated in my tenure at ABC Tech. I hope that you'll be able to speak to my experience..." Keeping in mind the elements of evaluation, what should Sheila change in this email to make it more effective?
Sheila should do away with the capitalization in the email, as it is not suitable for email communication.
Which of the following illustrates an effective use of the productivity skill in preparing for a collaborative meeting?
Showing up for meetings prepared so that time can be used most efficiently
Illustrator
Similar to an emblem, a gesture that reinforces a verbal message.
Emblem
Similar to an illustrator, a nonverbal gesture that carries a specific meaning and can replace or reinforce words.
Read the following excerpt from a company advertisement: "We know it's a drag to have to pay for shipping. That's why our company is now offering free shipping with all online purchases, returns and exchanges." Which potential barrier to communication is represented here?
Slang
You give a presentation to a group of corporate executives. Whenever you provide an example about leadership, you use male pronouns. What obstacle to effective communication might this present?
Some members of your audience may perceive you as out of touch with current cultural norms.
In communication, the originator of a message is called a?
Source
Casey went to a job interview to become a server at a restaurant. He was interviewed by Melvin for 45 minutes. Based on the fact that Melvin's family photos were displayed around the restaurant, Casey determined that Melvin must be the owner, even though he never told Casey that. Which type of nonverbal communication is represented here?
Space
Joe is an architect working for a design company. He is required to write a document describing the design of the building he is currently constructing. Which organizing principle should Joe use to effectively describe the building?
Space
When using audio technology for business communication, which of the following is most important?
Speaking clearly
Tanika's group has been meeting for two weeks, but is still having trouble defining the roles that each member will perform and what their primary responsibilities will be. Which life cycle stage is this group currently in?
Storming
Testimonial
Structuring your document around a testimony, or first person account of an experience, can be an effective way to make an abstract concept clearer to an audience.
Ascending and Descending
Structuring your document by ascending or descending order involves focusing on quantity and quality. One good story (quality) leads to the larger picture, or the reverse.
Biographical
Structuring your document by biography means examining specific people as they relate to the central topic.
Cause and Effect
Structuring your document by cause and effect establishes a relationship between two events or situations, making the connection clear.
Classification (Categorical)
Structuring your document by classification establishes categories.
Comparison
Structuring your document by comparison focuses on the similarities and/or differences between points or concepts.
Example
Structuring your document by example involves providing vivid, specific examples (as opposed to abstract representations of data) to support main points.
Problem and Solution
Structuring your document by problem and solution means you state the problem and detail how it was solved. This approach is effective for persuasive documents.
How should technology be used in the context of a business meeting?
Technology should be current and used in a way that is appropriate to the meeting's purpose.
Yvonne works for a hotel company, and she is responsible for securing corporate contracts for business travel. Her boss needs to have a long one-on-one conversation with her about some changes that a client requested to their recent contract and the changes are both confidential and time-sensitive. What is the most appropriate technology for this situation?
Telephone
Select the person whose outlook will help them to productively prepare for public speaking.
Terrell believes that he has some control over how nervous he gets when he has to give a speech or a presentation.
Communication
The ability to actively seek and deliver information, articulate ideas, effectively listen, and connect to various audiences, settings, and situations.
Awareness
The ability to be conscious of events and stimuli.
Effectiveness
The ability to complete a task or achieve a particular goal in the manner desired.
Efficiency
The ability to complete a task or achieve a particular goal without expending a significant amount of extra time, energy, or resources.
You have been asked to deliver a project report via a video call since some team members are working from home. Since your report includes a number of graphs that convey important statistics, which function is important for your video call?
The ability to screen-share
You are setting up a video call to introduce the members of a new working group to one another so that a collaborative relationship can develop. Which function is important for your video call?
The ability to view multiple video windows
Contradicting
The act of displaying nonverbal communication that reflects a different message than the corresponding verbal communication.
Rhetoric
The art of presenting an argument.
An internal memo distributed to an organization reads as follows: "The attendance for the leadership conference has been made mandatory. The managers should be present. The individual contributors should also be present." If you had to rewrite the given excerpt using an appropriate transition, which of the following sentences would effectively convey the message?
The attendance for the leadership conference has been made mandatory not just for the managers, but also for the individual contributors.
Lisa, the managing director at Green Corp Inc., is writing a speech about the three main concerns the company is currently facing. Which of the following examples uses an effective transition to convey the message?
The company is currently dealing with three major concerns. Firstly, the global pandemic, which has caused a considerable amount of loss, both monetary and personal. Secondly, the incapacity of the workers to travel to the workplace. Lastly, the lack of potential clients.
Sam is assigned the task of revising an article before its publication. While reviewing the article, he identifies some areas where more information is needed to fully explain an idea. Which aspect of the article is Sam reviewing?
The content of the article
Sam is assigned the task of revising an article before its publication. While reviewing the article, he identifies some areas where more information is needed to fully explain an idea.Which aspect of the article is Sam reviewing?
The content of the article
Sharon has written an article for a magazine about the ill effects caused by disposing hazardous chemical wastes into a nearby lake. While reviewing the article, she removes unnecessary and redundant information from the article. Which aspect of the article is Sharon reviewing?
The content of the article
Source
The creator or origin of a message.
Doublespeak
The deliberate use of words to disguise, obscure, or change meaning.
The board of a newly-created charter school appoints a head of school to lead a team of educators. None of the teachers have taught in a charter school setting before, and half are recent college graduates with no independent teaching experience. What is a likely outcome if the head of school adopts a laissez-faire leadership style?
The educators will likely feel as though they lack focus and don't have clearly identified goals.
Bribery
The giving of something in return for an expected favor, consideration, or privilege.
Select a way in which oral and written communication are different.
The importance of carefully chosen words and phrase is even greater in written communication than in oral communication
Message
The intended meaning that a source creates to share with a receiver.
Manipulation
The management of facts, ideas, or points of view to play upon others' inherent insecurities or emotions to one's own advantage.
A company hires a new director to lead the marketing department. The department has historically been high performing, innovative, creative and professional. What is a likely outcome if the new director adopts a coaching leadership style?
The marketing team will likely continue its strong performance, with its members feeling supported both individually and as a group.
Channel
The medium that carries a message from a source to a receiver.
Connotative Meaning
The non-universal meaning of a word that can have a positive or negative emotional association.
A hospital hires a new nursing director to lead a team of nurses who work in the hospital's emergency room. The nurses are all highly experienced, educated and competent. What is a likely outcome if the new director adopts an autocratic leadership style?
The nurses may resent the director for imposing too much control and feel as though their experience is not being valued.
Denver, a graduate student, wrote a dissertation about the industrial revolution and its continuing effects. While reviewing his dissertation, he decides to restructure his content chronologically to help in better understanding. Which aspect of the dissertation is Denver reviewing?
The organization of the dissertation
Credibility
The perception of a message's integrity based on an association with the source.
Environment
The physical or psychological climate where messages between a source and receiver are exchanged.
Conflict
The physical or psychological struggle associated with the perception of opposing or incompatible goals, desires, demands, wants, or needs.
The following is an excerpt from an email: "The projected growth for 2020 is highly attainable. The company has grown considerably. Companies similar to ours have not grown as much. "If you had to rewrite this email using an appropriate transition, without changing the email's intended meaning, which of the following revisions would be correct?
The projected growth for 2020 is highly attainable. The growth of our company is considerably high when compared to that of our competitors.
Circular Argument
The proposition is used to prove itself by assuming the very thing it aims to prove. Related to begging the question.
Receiver
The recipient and interpreter of a source's message.
Intentional Bias
The simultaneous selection of information to support one's position and negative framing of any information that might challenge one's belief.
Which of the following characteristics suggests that a research source may be unreliable?
The site owner of an Internet source has a clear bias.
Which of the following characteristics suggests that a research source may be unreliable?
The source has a financial conflict of interest.
Which of the following characteristics suggests that a research source may be unreliable?
The source makes unsupported claims.
A manager who has concerns about his employee's work sends the following email: "I am not disappointed with your work, I am not happy with your work, either." Keeping in mind the importance of formatting, spelling, punctuation, and grammar, identify the error in the given statement and the method to fix the error without changing the intended meaning.
The statement contains a comma splice, which can be rectified by adding a conjunction after the first independent clause.
A manager sends out an announcement to her team that reads as follows: "Marty, Andrea and Bert: are the new software developers joining the organization." Keeping in mind the importance of formatting, spelling, punctuation, and grammar, identify the error in the given statement and the method to fix the error without changing the intended meaning.
The statement includes an unnecessary colon, which can be rectified by simply deleting the colon.
Dru is a college student writing an essay. While revising the final draft, he realizes that the thesis statement has a potential problem in it. Which of the following, if true, could be the potential problem in the thesis statement?
The statement presents multiple arguments about the central idea presented in the paper.
Which of the following statements effectively summarizes the characteristics of a thesis statement?
The statement should concentrate on the main idea about a particular topic.
Kinesics
The study of body movements.
Chronemics
The study of how humans refer to and perceive time.
Proxemics
The study of the human use of space and distance in communication.
Haptics
The study of touch in communication.
The following email was sent by an editor to his author: "You agreed to send the final draft of the article about carbon emissions yesterday, but I still haven't received it. It is due tomorrow and I need to sign-off on it. Send it to me NOW." Which of the four general revision concerns relevant to written business communication can be improved in this email?
The style of the email
The team supervisor gathered data for a presentation from his team members. He organized the data into a three-page report. While reviewing, he realized that the tone of the report shifted between formal and informal. Which aspect of the report should the team supervisor review and rectify?
The style of the report
General purpose: To persuade Topic/specific purpose: Convince the town to provide funds for a pilot bike sharing program. Select an appropriate thesis statement for this speech.
The town should direct $20,000 to a trial bike sharing program for one year because it's a low-cost way of reducing traffic congestion.
Deception
The use of lies, partial truths, or the omission of relevant information to trick one's audience.
Coercion
The use of power to compel action.
Ethnocentrism
The view of other cultures through the lens of one's own culture; the belief that one's culture is a dominant or superior culture.
A passage an email reads as follows: "Hari and Kate is the newly appointed project managers handling the X-files project. They replaced Maya, a senior project manager, who retired from the organization earlier this month." Keeping in mind the importance of formatting, spelling, punctuation, and grammar, identify the error in the given statement and the method to fix the error without changing the intended meaning.
There is incorrect subject-verb agreement in the first sentence, which can be corrected by replacing the singular verb with a plural verb.
Communication skills are important for all of the following reasons EXCEPT:
They allow you to avoid any conflict that you may encounter.
Select a way in which oral and written communication are similar?
They are both subject to interference from noise
Communication skills are important for all of the following reasons EXCEPT:
They are the only indicator for professional success
Select a way in which oral and written communication are similar?
They both include verbal and nonverbal dimensions
Which of the following is a characteristic of a strong communicator?
They collaborate with others to meet goals and work through obstacles
Communication skills are important for all of the following reasons EXCEPT:
They enhance your ability to win arguments
Why are establishing a purpose and agenda important for business meetings?
They improve team morale and productivity by providing focus.
Select a way in which oral and written communication are different.
They occur across different channels.
Why is recording minutes of a business meeting a valuable practice?
They provide a written record of discussions and decisions, which can be reviewed.
Consider this email written by Seeta, an HR manager, to an employee in her company: "Ï'm quite sure this in in the company's policy document but the next time you wish to take unplanned leave please make sure you check withme since I am resposible for all employees." Keeping in mind the possible obstacles in written communication, assess the effectiveness of this email.
This email will not be taken seriously because it is poorly edited. The email will send an impression to the reader that Seeta is careless and unprofessional.
Consider this email written by Seeta, an HR manager, to an employee in her company:"Ï'm quite sure this in in the company's policy document but the next time you wish to take unplanned leave please make sure you check withme since I am resposible for all employees."Keeping in mind the possible obstacles in written communication, assess the effectiveness of this email.
This email will not be taken seriously because it is poorly edited. The email will send an impression to the reader that Seeta is careless and unprofessional.
Which of the following is true about self-awareness in the communication process?
Whether your self-concept as a communicator is positive or negative, it will affect your performance as one
How should you approach public communication differently from group communication?
With an awareness that the audience is more likely to defer to the speaker in a public communication context
Which of the following messages is an example of a stereotype?
Women are good at empathizing.
Why is the development of groups beneficial in the workplace?
Work groups bring together diverse perspectives and achieve more than individuals.
When speaking to an audience whose cultural background and perspective differs from yours, communication may break down if you fail to consider their __________.
Worldview
Select a way in which oral and written communication are different.
Written communication is typically asynchronous while oral communication often is not.
Which of the following is true of self-awareness in the communication process?
You can change your self-concept as a communicator from negative to positive with awareness and effort.
Which of the following characteristics suggests that a research source may be unreliable?
You can't find the source of any included data.
Communication skills are important for all of the following reasons EXCEPT:
You will not encounter criticism of your ideas if you have good communication skills.
You give a speech about the superiority of clinical medicine to a group of healthcare workers from a culture where folk medicine is highly valued. Your speech causes the audience to feel defensive and less receptive to your message. What obstacle to effective communication might this present?
Your audience may be reacting to ethnocentric thinking.
Which of the following is a component of a good resumé?
Your educational qualifications
Why is interpersonal communication important?
Your self-talk affects your ability to relate with others
Which of the following is true of self-awareness in the communication process? a. A negative understanding of yourself as a communicator will make it harder to perform the skills of communication well. b. Having a positive self-understanding makes it more difficult to bounce back from a poor communication encounter. c. It is not possible to change your understanding of yourself as a communicator. d. Your self-understanding is shaped by yourself alone, so it doesn't matter if others have told you that you're a poor communicator.
a. A negative understanding of yourself as a communicator will make it harder to perform the skills of communication well.
Your boss asks to speak with you to discuss your recent sales performance: "You've been a really valuable member of the sales team for a number of years now, so I recognize that it's unusual for you to miss your sales targets. I have a lot of confidence that you'll turn things around this quarter. But I wanted you to know that management is paying attention, and they won't be happy if your performance doesn't improve."Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point. a.) "It sounds like I need to generate more sales, and soon. Can you tell me more about management's expectations so that I can be sure to meet them?" b.) "It sounds like you're really disappointed with my overall productivity, but I think everyone's sales are down this quarter. Have you considered that?" c.) "It sounds like the company is having some financial difficulty, so there's more pressure on the sales team. What do you need me to do?" d.) "It sounds like you'd like me to schedule a meeting with the Head of Sales to talk about the last couple of quarters. Is that right?"
a.) "It sounds like I need to generate more sales, and soon. Can you tell me more about management's expectations so that I can be sure to meet them?"
"I should be hired for this position because I'm the best person for the job."Which logical fallacy should you guard against here? a.) Accepting an argument that is circular in nature (circular argument) b.) Attacking the person instead of the argument (ad hominem) c.) Getting distracted by an irrelevant topic (red herring) d.) Confusing a correlation for a cause-and-effect relationship (post hoc ergo propter hoc)
a.) Accepting an argument that is circular in nature (circular argument)
How should you approach group communication differently from interpersonal communication? a.) By tailoring your message with the more complex dynamics of the audience in mind b.) By presuming that the audience will defer to you as the speaker and limit their responses c.) By considering your self-talk and how it may influence your reaction to the situation d.) By preparing for a speech rather than for a conversation
a.) By tailoring your message with the more complex dynamics of the audience in mind
Select the person whose outlook will help them to productively prepare for public speaking. a.) Devin believes that her tendency to speak softly when giving a speech is a good place to focus on improving. b.) Hendrix believes that giving a speech to his graduating class is very different from talking to his classmates in everyday life. c.) Tia believes that everyone will laugh at her if she gets mixed up while giving her speech. d.) Derek believes that he isn't good at giving speeches because it's extremely stressful for him.
a.) Devin believes that her tendency to speak softly when giving a speech is a good place to focus on improving.
Why is research important when developing your speech or presentation? a.) Effective research demonstrates to others that you know how to find relevant information. b.) Effective research will help you to expand your presentation beyond its required length. c.) Research will make you an expert on your topic. d.) The longer you spend researching, the more impressed your audience will be.
a.) Effective research demonstrates to others that you know how to find relevant information.
Which example needs a transition word or phrase between sentences to connect the ideas? a.) Enrollment last year was less than anticipated. The college had a budget shortfall. b.) For online retailers, offering free shipping has certain advantages. It also has disadvantages that are important to consider. c.) We sold our first pair of shoes in 2015. Since then, we've sold over one million pairs in 20 countries. d.) Solar energy is an increasingly popular source for residential power. Homeowners like that it's cheaper and cleaner than relying on fossil fuels.
a.) Enrollment last year was less than anticipated. The college had a budget shortfall.
Why is a positive self-awareness important to the communication process? a.) Even if communicating is hard for you, having a positive self-understanding means you believe you can change. b.) If you believe that you are a strong communicator, you will never have a poor communication encounter. c.) If you have a positive self-understanding, the people you are communicating with will know that you are naturally gifted at communication. d.) A positive self-concept gives you greater awareness of your perspective.
a.) Even if communicating is hard for you, having a positive self-understanding means you believe you can change.
Why is a negative self-awareness harmful to the communication process? a.) If you believe you are a poor communicator, you are less likely to believe you can take steps to improve. b.) Once you have a negative self-understanding, your beliefs about yourself cannot change. c.) If you have a negative self-understanding, you will also think poorly of the people you are speaking with. d.) Having a negative self-understanding means that you lack awareness of your perspective.
a.) If you believe you are a poor communicator, you are less likely to believe you can take steps to improve.
Lucille is giving a presentation to the members of her garden club on how to organize a fundraiser. She wants her audience to pay close attention and not get distracted, so she stands behind the podium the whole time she speaks and keeps her hand gestures to a minimum.How effective is Lucille's use of nonverbal communication? a.) Ineffective, because her audience may lose interest or doubt her credibility since her presentation lacks dynamic movement. b.) Ineffective, because Lucille is not creating enough distance between herself and her audience. c.) Effective, because her lack of movement is reflective of how people naturally interact. d.) Effective, because standing behind the podium communicates her authority and expertise.
a.) Ineffective, because her audience may lose interest or doubt her credibility since her presentation lacks dynamic movement.
Martin, the CEO of a struggling company, has gathered his employees to deliver the unhappy news that the company has filed for bankruptcy and everyone is being let go. He doesn't want his employees to feel sad, so as he gives his speech, he makes sure to smile widely and make eye contact with everyone.How effective is Martin's use of nonverbal communication? a.) Ineffective, because his smile may confuse or irritate his audience, since it conflicts with his message. b.) Ineffective, because it would be better for him to use a variety of facial expressions. c.) Effective, because his facial expression is reinforcing his message. d.) Effective, because his smile reflects how he wants his audience to feel.
a.) Ineffective, because his smile may confuse or irritate his audience, since it conflicts with his message.
Piper has been invited to give a presentation at the annual conference of biomedical engineering, a large gathering for industry professionals. She plans to talk about her research into the potential of artificial intelligence software to advance diagnostic practices. As she revises her speech for the third time, she makes sure she has fully defined many of the more technical terms so that no one will need to interrupt her to ask for clarification. However, she's concerned that her speech my go over the allotted time.Based on what you have learned about strategies for improving verbal communication, assess the strength of Piper's approach. a.) It could be improved, because she is defining terms that are likely already understood by her audience. b.) It could be improved, because the topic is not suitable for the audience. c.) It's strong, as long as she ensures that she doesn't exceed her allotted time. d.) It's strong, because she has revised it several times.
a.) It could be improved, because she is defining terms that are likely already understood by her audience.
Which of the following characteristics suggests that a research source may be unreliable? a.) It is funded by an interested party. b.) It is in electronic form. c.) It has a clearly stated agenda or goal. d.) It uses data, such as statistics.
a.) It is funded by an interested party.
On Monday morning, Drake's boss approached him with a set of instructions for an urgent and complicated task. "Can you get this done by lunchtime?" his boss asked. "Absolutely, I'd be happy to," Drake responded, while he frowned and rubbed his forehead vigorously. Which principle of nonverbal communication is shown here? a.) Nonverbal communication can contradict verbal communication. b.) Nonverbal communication flows seamlessly from one cue to the next. c.) Nonverbal communication is key in the speaker/audience relationship. d.) Nonverbal communication can regulate or control verbal communication.
a.) Nonverbal communication can contradict verbal communication.
Select a way in which oral and written communication are different. a.) Oral communication often involves immediate feedback while written communication typically does not. b.) Oral messages involve verbal communication whereas written messages do not. c.) Only oral communication involves a channel. d.) The written communication process is not impacted by the element of environment.
a.) Oral communication often involves immediate feedback while written communication typically does not.
Jody's coworker Amanda was called into a meeting with the boss. When she returned to their shared cubicle, Amanda told Jody that she was promoted. She spoke quickly and breathlessly, which Jody interpreted to mean that she was pleased and excited. Which type of nonverbal communication is represented here? a.) Paralanguage b.) Time c.) Body movements d.) Physical characteristics
a.) Paralanguage
Select the person whose outlook reflects a public speaking myth that will hinder their productivity. a.) Peter believes that some people are born naturally gifted public speakers, while others are not. b.) Barbara doesn't hold herself to a standard of perfection when it comes to speaking in front of a large audience. c.) Melody conceptualizes public speaking as a conversation with friends, even though the circle of friends can be quite large. d.) Vijay believes he's a better public speaker when he spends time thinking about how his audience might respond to him.
a.) Peter believes that some people are born naturally gifted public speakers, while others are not.
You give a presentation full of military jargon to a mixed audience of service members and civilians.What obstacle to effective communication might this present? a.) The civilians in the audience may feel excluded because they don't understand some of your presentation. b.) The audience may perceive that you feel culturally superior to them. c.) The service members in the audience may feel as though your choice of language is too casual. d.) The audience may lose interest in your speech because it's too specific.
a.) The civilians in the audience may feel excluded because they don't understand some of your presentation.
Sarai works at a publishing company and is leading a project to develop and launch a self-publishing process for aspiring authors. After two months of work, her boss asks her to give a presentation on where the project stands.Which type of informative presentation is Sarai giving? a.) Report b.) Demonstration c.) Description d.) Explanation
a.) Report
Why is research important when developing your speech or presentation? a.) Research enables you to create a more complete speech. b.) Research will demonstrate to your audience how smart you are. c.) Research helps you to avoid including information that your audience may disagree with. d.) Research will help you to prepare your speech or presentation more quickly than if you don't do research.
a.) Research enables you to create a more complete speech.
Casey went to a job interview to become a server at a restaurant. He was interviewed by Melvin for 45 minutes. Based on the fact that Melvin's family photos were displayed around the restaurant, Casey determined that Melvin must be the owner, even though he never told Casey that. Which type of nonverbal communication is represented here? a.) Space b.) Touch c.) Time d.) Paralanguage
a.) Space
The physical or psychological space in which a message is being communicated is called the __________. a.) environment b.) channel c.) source d.) interference
a.) environment
Ben has been asked to give a presentation on workflow optimization. He has given a presentation on this topic many times before, but he usually speaks for 30 minutes. Since his boss told him that he'll only have 15 minutes, Ben reorganizes his content to make his points more succinctly.By doing so, Ben is considering __________. a.) his scope b.) his purpose c.) available information d.) his audience
a.) his scope
When you practice strong productivity skills, you will __________. a.) organize your presentation so that you are prepared for the real thing b.) try techniques for ignoring the audience and remaining calm c.) focus on using your emotions to express yourself in verbal communication d.) learn memorization techniques so you can follow a script during presentations
a.) organize your presentation so that you are prepared for the real thing
A responsible communicator prepares for oral communication by __________. a.) practicing their performance b.) speaking only about what you already know c.) reading word for word from detailed notes d.) preparing all oral communication in written form as well
a.) practicing their performance
Angela wanted to remind her team that all sales should be physically documented, so she wrote an email to her team that said, "On paper, we need to record every sale." Many of her colleagues misunderstood, and believed Angela was saying that they didn't need to follow this policy in reality. The next time Angela drafted an email, she was much more careful about __________. a.) syntax b.) semantics c.) denotation d.) connotation
a.) syntax
Ezekiel wrote a letter of recommendation for one of his interns that said his intern "did amazing work at the company." Because Ezekiels' language was too __________, Ezekiel's intern had difficulty finding a new job, since potential employers didn't know what Ezekiel meant by "amazing work."
abstract
A particular organization's annual report highlights the profits earned by each department in the previous financial year, and the measures that should be undertaken in the upcoming year to increase the organization's profits by rectifying past mistakes. This is an example of an __________.
analytical report, because it not only analyzes the data but also provides recommendations to solve problems
A case study that elaborates on a company's journey from a startup to a multinational company is most likely an example of an __________.
analytical report, because it presents the details of a case as well as an analysis of its events and characters
In order to effectively communicate a written message to your intended audience, you can practice the skill of self- and social awareness by __________.
asking yourself whether the recipients of your message will connect with what you have written
Edward has to give a presentation to a town council about a recent community survey conducted by his firm. The presentation is in three days, but he's not confident that the survey results will be tabulated by then. So he plans a presentation that talks about the design of the survey and how other towns have made use of its results to make positive changes in the community. By doing so, Edward is considering __________.
available information
Ezekiel wrote a letter of recommendation for one of his interns that said his intern "did amazing work at the company." Because Ezekiels' language was too __________, Ezekiel's intern had difficulty finding a new job, since potential employers didn't know what Ezekiel meant by "amazing work." a.) arbitrary b.) abstract c.) concrete d.) symbolic
b.) abstract
Viola is giving a presentation to a group of executives in Japan to begin discussions about a potential collaboration with her company. Viola knows that in Japanese culture, making extended eye contact is considered rude, so she makes only brief eye contact with her audience while she speaks and otherwise looks slightly downward.How effective is Viola's use of nonverbal communication? a.) Effective, because avoiding eye contact is recommended when giving a persuasive speech. b.) Effective, because her eye contact is appropriate for the cultural context in which she is speaking. c.) Ineffective, because making extended eye contact with an audience is always preferable. d.) Ineffective, because it would be better to choose one person in the audience and focus on him or her.
b.) Effective, because her eye contact is appropriate for the cultural context in which she is speaking.
Your boss asks to speak with you about how to improve customer service:"I've noticed that a lot of our customers don't like to wait on the phone for help anymore. Instead, they prefer the option of web chat. I'm thinking that we can shift resources away from the call center and instead focus on building automated chat software, which will ultimately save the company money and give the customers what they want."Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point. a.) "So you're saying that it's a priority now to save the company money by spending less resources on the call center?" b.) "So you're saying that customers are impatient, so it's important to make the call center more productive and efficient by helping more customers by web chat instead of phone?" c.) "So you're saying that automated chat software is the current trend, so no customers want to talk on the phone when they need help?" d.) "So you're saying that we're going to lose many of our customers if we don't make immediate changes to our customer service processes?"
b.) "So you're saying that customers are impatient, so it's important to make the call center more productive and efficient by helping more customers by web chat instead of phone?"
Select the statement that describes a speaker using visual aids effectively in a presentation. a.) Bernard wants his presentation to be interesting, so he includes a lot of animated graphics in his PowerPoint slides just for fun. b.) Clay creates a set of PowerPoint slides to accompany his sales pitch and he makes one slide for each of his main points. c.) Stanley draws a map on a small poster board for a presentation on foreign relations that he's giving in a large lecture hall. d.) Tamara gives her audience a handout at the beginning of her presentation so that they can follow along more easily with her main points.
b.) Clay creates a set of PowerPoint slides to accompany his sales pitch and he makes one slide for each of his main points.
If the general purpose of your speech is to explain how your company's product has changed over time, which organizing principle would be useful? a.) Biographical b.) Contrast c.) Descending d.) Elimination
b.) Contrast
Which of the following is a way that technology skills can support communication? a.) Researching the content for your presentation will make your message crystal clear. b.) Different visual aids can support the content you are sharing with an audience. c.) Advanced tools can be used to identify the goal, purpose and audience of your message. d.) Using technology will prevent others from misunderstanding the purpose of your communication.
b.) Different visual aids can support the content you are sharing with an audience.
The medium that carries a message between two people is called the ?
channel
Select the statement that describes a speaker using visual aids effectively in a presentation. a.) Lola assumes that the room that she'll be presenting is has a computer in it, so she decides to email herself a copy of the slides that she wants to show during her presentation. b.) Elizabeth chooses four charts for her presentation to illustrate her main points and she carefully explains each one as she's speaking. c.) Since the people at the back of the room won't be able to see Joyce's chart, she tells them that she'll give them a handout at the end of her talk. d.) Elliot wants his PowerPoint presentation to be interesting, so he uses a different color scheme, font and style for each slide.
b.) Elizabeth chooses four charts for her presentation to illustrate her main points and she carefully explains each one as she's speaking.
Stacie is a college biology professor. She's teaching her students about the structure and function of macromolecules, which can be difficult to understand. So when she designs her lecture, she makes sure to define what a macromolecule is and draw its protein structure before talking about how the protein structure can be disrupted.Which type of informative presentation is Stacie giving? a.) Report b.) Explanation c.) Demonstration d.) Description
b.) Explanation
Which of the following messages is an example of prejudice? a.) Asians are good at math. b.) I believe that skinny people are better than fat people. c.) Immigrants cannot work here. d.) The last time I went to Mexico, I got sick for a few days.
b.) I believe that skinny people are better than fat people.
Why is a positive self-awareness important to the communication process? a.) Having strong self-esteem when it comes to communicating means that you will never be misunderstood. b.) If you imagine yourself as a strong communicator, your self-esteem as a communicator will grow. c.) If you have a positive self-understanding, your communication skills are as effective as they can be. d.) You are more likely to be praised for your communication skills.
b.) If you imagine yourself as a strong communicator, your self-esteem as a communicator will grow.
What is an effective strategy for giving a persuasive speech if you want to stimulate your audience's interest in a topic? a.) Limit your speech to aspects of the topic that are common knowledge. b.) Include relevant information about the topic that the audience may not already be familiar with. c.) Encourage your audience to adopt an alternative perspective to the one that they already hold. d.) Explain why your audience's beliefs are misguided.
b.) Include relevant information about the topic that the audience may not already be familiar with.
John, the new director of a community nonprofit that organizes food distribution to needy families, prepares a fundraising speech for a group of potential donors. John hopes to inspire action, so he chooses an aggressive, angry tone that he hopes will make the potential donors feel ashamed that they have not supported the organization in the past. Additionally, since he's new to town and has never met many of these people, he wants to make a memorable first impression.Based on what you have learned about strategies for improving verbal communication, asses the strength of John's approach. a.) It's strong, because he has thought about what sort of tone he wants to use. b.) It could be improved, because his tone is not necessarily appropriate for his audience and could do more harm than good. c.) It could be improved, because he is likely to bore his audience. d.) It's strong, because he will likely achieve his goal of making a memorable first impression on his audience.
b.) It could be improved, because his tone is not necessarily appropriate for his audience and could do more harm than good.
Which of the following describes the constructivist model of communication? a.) It considers communication as unidirectional. b.) It suggests that communication between people from the same social background is more efficient. c.) It asserts that everyone interprets messages basically in the same way. d.) It is primarily interested in nonverbal communication.
b.) It suggests that communication between people from the same social background is more efficient.
Which of the following describes the transactional model of communication? a.) It considers a source sending a message and someone receiving it as two distinct acts. b.) It views senders and receivers as interactive and interdependent. c.) It does not consider feedback as a part of the communication process. d.) It focuses primarily on how parties create understanding between them.
b.) It views senders and receivers as interactive and interdependent.
Which of the following characteristics suggests that a research source may be unreliable? a.) It has a specific purpose. b.) Its authorship is unknown. c.) It is in print form. d.) It makes inferences based on data.
b.) Its authorship is unknown.
Select the person whose outlook reflects a public speaking myth that will hinder their productivity. a.) Eugene believes that most people in his audience are forgiving of minor stumbles. b.) James feels as though giving a presentation to a large audience is totally different from talking to his coworkers in a more informal context. c.) Ophelia knows that she's a good performer, but that she struggles with organization, so that's what she focuses on when preparing a speech. d.) Ira thinks that it's important for him to anticipate how his audience members might respond to his message.
b.) James feels as though giving a presentation to a large audience is totally different from talking to his coworkers in a more informal context.
"Real businessmen aren't afraid to take an unpopular political position when lawmakers threaten their bottom line, so you shouldn't be either."Which logical fallacy should you guard against here? a.) Getting distracted by an irrelevant topic (red herring) b.) Jumping on the bandwagon of a perceived popular view (ad populum) c.) Confusing a correlation for a cause-and-effect relationship (post hoc ergo propter hoc) d.) Accepting conclusions that don't make sense given the argument (non sequitur)
b.) Jumping on the bandwagon of a perceived popular view (ad populum)
Carlan grew up in a conservative culture with strict ideas about deference and hierarchy. When he was hired at his current company, he was uncomfortable with how casually even low-level employees communicated with the company's executives. Carlan had to work hard to reduce the formality of his communication style, but he did so to align with the company's values. Which principle of verbal communication is Carlan attentive to here? a.) Language is arbitrary and symbolic. b.) Language shapes our reality. c.) Language is abstract. d.) Language organizes and classifies reality.
b.) Language shapes our reality.
Which of the following skills focuses on organizing your communications and effectively managing time? a.) Agility b.) Productivity c.) Self and social awareness d.) Technology
b.) Productivity
What is an effective strategy for giving a persuasive speech if you want to convince your audience to change their behavior in some way? a.) Pose a series of questions about a problem that have no good answers. b.) Propose a set of solutions to a problem and explain why one is particularly compelling. c.) Explain why the behavior is bad and let the audience come to their own conclusion about what should be done. d.) Talk about what you and the audience hold in common and leave it at that
b.) Propose a set of solutions to a problem and explain why one is particularly compelling.
If the general purpose of your informational speech is to narrate the arc of a person's career, which organizing principle would be helpful? a.) Contrast b.) Time c.) Space d.) Ascending
b.) Time
Which example needs a transition word or phrase between sentences to connect the ideas? a.) Our organization received a sizable grant last year from the state. The grant allowed us to expand the services we can offer to the local community. b.) When modernizing your website, you first want to choose a clean, crisp font. You want a soothing color scheme, like blue and gray. c.) Sprinter's Shoes organized a charity fun run last fall. The fun run raised $25,000 for the construction of a community running path. d.) Global temperatures are rising. As you can see on this chart, each year is a little bit hotter than the last one.
b.) When modernizing your website, you first want to choose a clean, crisp font. You want a soothing color scheme, like blue and gray.
Why is intrapersonal communication important? a.) It establishes greater intimacy between you and another individual. b.) Your self-talk affects your ability to relate with others. c.) It is the most complicated level of exchange between you and your audience. d.) It helps you to communicate a message to a large number of people.
b.) Your self-talk affects your ability to relate with others.
Edward has to give a presentation to a town council about a recent community survey conducted by his firm. The presentation is in three days, but he's not confident that the survey results will be tabulated by then. So he plans a presentation that talks about the design of the survey and how other towns have made use of its results to make positive changes in the community.By doing so, Edward is considering __________. a.) his scope b.) available information c.) his purpose d.) his audience
b.) available information
A communicator's responsibility to an audience includes __________. a.) doing whatever it takes to prove a point to an audience b.) presenting messages in a way that builds trust with the audience c.) avoiding audiences who disagree with the message d.) impressing audiences with the length of the speech
b.) presenting messages in a way that builds trust with the audience
In communication, the originator of a message is called a __________. a.) communicator b.) source c.) channel d.) receiver
b.) source
Self and social awareness is an important skill to practice when communicating with others because you will?
be more aware of your own personal biases
A communicator's responsibility to an audience includes __________.
being sensitive to the potential differences among audience members
How should you approach mass communication? a.) By disregarding how the audience will receive the message altogether, since it is so large b.) By presuming that everyone will receive the message in the same way c.) By trying to craft a message that has broad appeal to a diverse audience d.) By tailoring the message to each individual receiver
c.) By trying to craft a message that has broad appeal to a diverse audience
Read the following excerpt from an internal company memo:"As they say, it's best not to put all of our eggs in one basket. So in addition to our successful bottled water sales, next year we will be introducing a series of sports energy drinks." Which potential barrier to communication is represented here? a.) Jargon b.) Doublespeak c.) Cliche d.) Euphemism
c.) Cliche
The social committee for a senior living community asks Jonah give a talk about his recent travels in Thailand. Jonah eagerly agrees, and develops a presentation that includes many photographs and accounts of what he saw and did. Jonah wants the people who attend his presentation to feel as though they've gone to Thailand too.Which type of informative presentation is Jonah giving? a.) Demonstration b.) Explanation c.) Description d.) Report
c.) Description
What is an effective strategy for giving a persuasive speech if you want your audience to develop tolerance for alternative perspectives? a.) Keep speaking until your audience seems ready to accept your perspective. b.) Explain to your audience why their current perspective is flawed. c.) Develop an understanding of your audience's current perspective so that you can start from common ground. d.) Convey that there is a right way to understand an issue and a wrong way.
c.) Develop an understanding of your audience's current perspective so that you can start from common ground.
General purpose: To demonstrateTopic/specific purpose: Show how to write an effective resume.Select an appropriate thesis statement for this speech. a.) What are employers looking for when they look at resumes? b.) Here are five techniques for making your resume shine. c.) I will show you five techniques for revising your resume that will get it noticed by potential employers. d.) There are several things that you can do to determine if your resume is effective or not.
c.) I will show you five techniques for revising your resume that will get it noticed by potential employers.
Which of the following messages is an example of discrimination? a.) I never lend money to Maria because she doesn't pay it back. b.) Men are better than women at making decisions. c.) I won't rent my apartment to unmarried couples. d.) Muslims aren't truthful.
c.) I won't rent my apartment to unmarried couples.
Jarrod is giving a speech to all of his employees about a new award the company earned. He has thought carefully about the rhetorical situation for his speech.Which of the following statements shows him considering the purpose? a.) Jarrod keeps the speech short, because he's delivering it on a Friday afternoon. b.) Jarrod has the speech delivered by a translator as well, because he knows roughly half of his employees speak Mandarin. c.) Jarrod chooses celebratory language, because he wants his employees to feel very proud about the award. d.) Jarrod uses a microphone so that everyone in the large room can hear him.
c.) Jarrod chooses celebratory language, because he wants his employees to feel very proud about the award.
Thalia gave a motivational speech to company employees at the start of the New Year. She spoke for 30 minutes about the company's bright future and the good that each and every employee was doing for the world. The next day, all Anna could remember about Thalia's speech was her infectious energy and wide smile, which made her feel enthusiastic about going to work. Which principle of nonverbal communication is shown here? a.) Audiences form first impressions based on nonverbal communication. b.) Nonverbal communication happens quickly and can reveal thoughts and feelings unintentionally. c.) People tend to pay more attention to nonverbal communication than verbal communication. d.) The meaning of nonverbal communication is context-dependent.
c.) People tend to pay more attention to nonverbal communication than verbal communication.
Communication skills are important for all of the following reasons EXCEPT: a.) They allow you to fully express your sense of self. b.) They demonstrate to others your productivity and aptitude for problem solving. c.) Poor communication skills show that you are uneducated. d.) Displaying professionalism in communication can help your career to advance.
c.) Poor communication skills show that you are uneducated.
Select a way in which oral and written communication are similar. a.) Neither of them are usually subject to interference. b.) They both usually occur asynchronously. c.) They both include verbal and nonverbal dimensions. d.) They both provide immediate feedback to the source.
c.) They both include verbal and nonverbal dimensions.
Which of the following is a characteristic of a strong communicator? a.) They rarely need feedback for improvement, and instead only give necessary feedback to others. b.) They work alone to more efficiently accomplish tasks. c.) They collaborate with others to meet goals and work through obstacles. d.) They generate ideas that are better than those of their peers.
c.) They collaborate with others to meet goals and work through obstacles.
Communication skills are important for all of the following reasons EXCEPT: a.) Audiences gain a better understanding of who you are and what you value. b.) They help you to connect with audiences, which can help you achieve your goals. c.) You will not encounter criticism of your ideas if you have good communication skills. d.) Proficient communication is a highly desired skill among employers.
c.) You will not encounter criticism of your ideas if you have good communication skills.
The message that a receiver returns to a source is called __________. a.) a channel b.) interference c.) feedback d.) context
c.) feedback
Riley is the commencement speaker at a nursing school graduation. As she begins to think about what she wants to say, she reminds herself that her speech should be both entertaining and respectful of the dignity of the occasion.By doing so, Riley is considering __________. a.) available information b.) her audience c.) her purpose d.) her scope
c.) her purpose
When choosing language for communication, a responsible communicator should __________. a.) use disrespectful language only when communicating displeasure b.) use verbose language, rather than concise language c.) use language that is inclusive and understandable d.) use elevated language to display intelligence
c.) use language that is inclusive and understandable
Which type of writing would you most likely observe in an email between friends?
casual
At his interviews for a teaching position Ignacio spoke at length of his admiration for the school, his excitement at the prospect of working there and his passion for teaching. He was not hired, though, because his body language throughout the interview made him seem arrogant, bored and a little disdainful. As this example shows, it is important to be highly conscious of nonverbal communication because it is __________.
constant and irreversible
In communication, the social and environmental cues that impact the expectations of the source and receiver is called __________.
context
When giving his presentation to investors, Chester projected a graph on his third slide. As he explained each part of the graph, he made sure to tap the corresponding spot in the image to draw everyone's eyes there. Which type of nonverbal communication is represented here? a. Space b. Time c. Artifacts d. Haptics
d. Haptics
Which of the following messages is an example of prejudice? a. Christians are opposed to same-sex marriage. b. I would never hire someone who didn't go to college. c. Overweight people don't exercise. d. I don't like Antonio because he speaks with an accent.
d. I don't like Antonio because he speaks with an accent.
Your boss asks to speak with you about an idea that you had for a new product: "I thought about your idea, and while I'd love to say that it's something we can pursue in the future, now's not a good time. The economy is still recovering and we just don't have the financial reserves to try something new right now unless we're 100% sure it's going to succeed."Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point. a.) "Just so I'm clear: You're saying that if I can prove that the product will be successful, we can begin plans for its development?" b.) "Just so I'm clear: You're saying that once the economy improves, we can start production?" c.) "Just so I'm clear: You're saying that the company isn't pursuing any new projects right now. So it's not that my idea was a bad one, right?" d.) "Just so I'm clear: You're saying that the timing is wrong right now, but there's a possibility that we can revisit my idea when the company is in a stronger position?"
d.) "Just so I'm clear: You're saying that the timing is wrong right now, but there's a possibility that we can revisit my idea when the company is in a stronger position?"
Elyse works in retail. A customer approaches her at the service desk to ask where the restrooms are. Elyse responds that they are in the back of the store on the left-hand side, and she points in the general direction to reinforce the message. Which type of nonverbal communication is represented here? a.) Space b.) Environment c.) Paralanguage d.) Body movements
d.) Body movements
General purpose: To informTopic/specific purpose: Explain the history of colleges in the United States.Select an appropriate thesis statement for this speech. a.) The current purpose of collegiate education in the United States is much different than it was in the past. b.) Colleges in the United States should focus their curriculum on training students for the modern workplace and abandon the liberal arts focus that they've had for hundreds of years. c.) The first college in the United States was Harvard College, founded in Massachusetts in 1636 to educate future clergymen. d.) Colleges in the United States began by providing a classical education to the colonial elite, but expanded to include more "practical" subjects by the mid-19th century.
d.) Colleges in the United States began by providing a classical education to the colonial elite, but expanded to include more "practical" subjects by the mid-19th century.
Read the following excerpt from a company press release announcing a wave of employee layoffs:"As we seek new ways to compete in the current marketplace, our company is downsizing in order to become more flexible and responsive to the needs of consumers."Which potential barrier to communication is represented here? a.) Slang b.) Cliche c.) Offensive language d.) Doublespeak
d.) Doublespeak
If the general purpose of your speech is to persuade your audience to accept your solution to a problem over several other alternatives, which organizing principle would be useful? a.) Comparison b.) Spatial c.) Classification d.) Elimination
d.) Elimination
Which example needs a transition word or phrase between sentences to connect the ideas? a.) Many students don't clearly understand what constitutes plagiarism. Therefore, plagiarism is often unintentional. b.) Real estate sales have moved in tandem with the stock market for the last 15 years. When the stock market has expanded, real estate sales have increased. c.) Several significant hurricanes have hit the region in recent years. The damage done by them has caused insurance rates to rise. d.) Engaging your employees in a day of service is a good way to make a difference in your community. The costs associated with shutting down your business for a full day may be significant.
d.) Engaging your employees in a day of service is a good way to make a difference in your community. The costs associated with shutting down your business for a full day may be significant.
Select the statement that describes a speaker using visual aids effectively in a presentation. a.) Kaia is nervous about giving a presentation in front of her boss, so she decides to use long video clips that will do the explaining for her. b.) Janelle wants her PowerPoint presentation to be colorful, so she uses light yellow text against an orange background. c.) Celia decides at the last minute that visual aids will improve her presentation, although she doesn't have time to proofread them. d.) Gerald isn't sure what size room he'll be presenting in, so he decides to create transparencies that can be projected instead of relying on a flip chart.
d.) Gerald isn't sure what size room he'll be presenting in, so he decides to create transparencies that can be projected instead of relying on a flip chart.
"I know that report you asked me for was supposed to be finished yesterday. Have you heard the rumor that our company may be agreeing to a merger? That seems like the more important thing to focus on right now."Which logical fallacy should you guard against here? a.) Getting distracted by a misrepresentation of the argument (straw man) b.) Claiming the truth of the matter in question (begging the question) c.) Accepting conclusions that don't make sense given the argument (non sequitur) d.) Getting distracted by an irrelevant topic (red herring)
d.) Getting distracted by an irrelevant topic (red herring)
Why do interpersonal needs have a role in communication? a.) Communication cannot happen without interpersonal needs. b.) Interpersonal needs don't exist unless they are communicated. c.) Our interpersonal needs must be met before we can focus on our communication skills. d.) In order to meet our needs, we must learn to communicate.
d.) In order to meet our needs, we must learn to communicate.
Which of the following describes the transactional model of communication? a.) It asserts that senders only send messages and receivers only receive them. b.) It suggests that feedback between senders and receivers takes a very long time. c.) It claims that after a sender has sent a message to a receiver, the communication process is over. d.) It suggests that senders and receivers interchange roles.
d.) It suggests that senders and receivers interchange roles.
Read the following excerpt from a company advertisement:"We know it's a drag to have to pay for shipping. That's why our company is now offering free shipping with all online purchases, returns and exchanges."Which potential barrier to communication is represented here? a.) Jargon b.) Cliche c.) Offensive language d.) Slang
d.) Slang
Lauren, a recently-hired high school principal, has been invited to give a speech to the PTA about her overall vision for the school and her educational priorities. Lauren decides to talk about her commitment to developing global citizens and life-long learners through student-centered classrooms. As she drafts her speech, she defines what those terms mean to her and provides some examples of how she sees them playing out in the classroom. In the interest of time, she deletes several paragraphs that she wrote about the history of the school.Based on what you have learned about strategies for improving verbal communication, asses the strength of Lauren's approach. a.) It's strong, because she is choosing to use sophisticated terms like "global citizen." b.) It could be improved, because she is defining terms that are likely already understood by her audience. c.) It could be improved, because she is not considering the needs of her audience by skipping over the history of the school. d.) It's strong, because she has kept the needs of her audience in mind by matching her speech to their interests.
d.) It's strong, because she has kept the needs of her audience in mind by matching her speech to their interests.
Jeptha is a community organizer giving a speech to a group of military veterans. He has thought carefully about the rhetorical situation for his speech.Which of the following statements shows him considering the audience? a.) The event is formal, so Jeptha eliminates any jokes from his speech. b.) Jeptha is fundraising, so he plans to use persuasive language. c.) Jeptha plans to connect his speech to current events. d.) Jeptha decides to speak about heroism.
d.) Jeptha decides to speak about heroism.
When do interpersonal needs, such as those described by Abraham Maslow or William Schutz, have a role in communication? a.) Until we feel as though we have control over our environment b.) Once we have learned to speak c.) After we have met our basic needs like food and water d.) Our entire lives, from birth through adulthood
d.) Our entire lives, from birth through adulthood
Why is research important when developing your speech or presentation? a.) Research is a required part of any presentation or speech. b.) Research will save you time because you can copy content directly from other sources to use in your speech. c.) Research can help you to make your speech or presentation shorter. d.) Performing research can help you to select the most relevant information for your topic.
d.) Performing research can help you to select the most relevant information for your topic.
Sally has to give a presentation to the Board of Trustees about the new initiative she's been working on. She has thought carefully about the rhetorical situation for her speech.Which of the following statements shows her considering the context? a.) Sally knows that the Board is knowledgeable about the business's operations, so she doesn't need to provide a lot of background. b.) Sally needs the Board to approve more resources for her initiative, so she makes sure to explain how it adds value. c.) Sally wants to impress the Board with her presentation, so she spends a lot of time working on it. d.) Sally knows her presentation will be the first of many for the Board that day, so she plans to keep it short and to the point.
d.) Sally knows her presentation will be the first of many for the Board that day, so she plans to keep it short and to the point.
When speaking to an audience whose cultural background and perspective differs from yours, communication may break down if you fail to consider their __________.
worldview
You give a presentation to a group of corporate executives. Whenever you provide an example about leadership, you use male pronouns.What obstacle to effective communication might this present? a.) Some audience members may struggle to relate to your speech due to their worldview. b.) Your audience may feel insulted by your ethnocentrism. c.) Your audience may grow bored from the repetition. d.) Some members of your audience may perceive you as out of touch with current cultural norms.
d.) Some members of your audience may perceive you as out of touch with current cultural norms.
General purpose: To persuadeTopic/specific purpose: Convince the town to provide funds for a pilot bike sharing program.Select an appropriate thesis statement for this speech. a.) Bike sharing is a very popular trend that many cities and towns are currently adopting. b.) Why should the town earmark $20,000 for a bike sharing program this year instead of using that money for other purposes? c.) Here are the three most important benefits of bike sharing. d.) The town should direct $20,000 to a trial bike sharing program for one year because it's a low-cost way of reducing traffic congestion.
d.) The town should direct $20,000 to a trial bike sharing program for one year because it's a low-cost way of reducing traffic congestion.
Select a way in which oral and written communication are similar. a.) In neither case does the receiver give feedback to the source b.) They both usually occur synchronously. c.) In both cases, long, complex sentences are preferable to shorter, simple ones. d.) They are both subject to interference from noise.
d.) They are both subject to interference from noise.
Communication skills are important for all of the following reasons EXCEPT: a.) They are strongly desired by many employers. b.) They help to build personal and professional relationships. c.) They demonstrate that you have good social and self awareness. d.) They are the only indicator for professional success.
d.) They are the only indicator for professional success.
Choose the best summary of the relationship between interpersonal needs and communication. a.) Our needs oftentimes get in the way of our desire to communicate. b.) Once all of our interpersonal needs have been met, we can learn to communicate. c.) Without interpersonal needs, we would have no reason to communicate. d.) We communicate in order to have our needs met, whether those needs are basic or more complex.
d.) We communicate in order to have our needs met, whether those needs are basic or more complex.
Which of the following messages is an example of a stereotype? a.) I would never date someone who eats meat. b.) Jim is not a very friendly person. c.) I refuse to hire old people. d.) Women are good at empathizing.
d.) Women are good at empathizing.
Which of the following characteristics suggests that a research source may be unreliable? a.) It is sponsored by a non-profit. b.) It is on the Internet. c.) You are not familiar with the author's name. d.) You can't find the source of any included data.
d.) You can't find the source of any included data.
You give a speech about the superiority of clinical medicine to a group of healthcare workers from a culture where folk medicine is highly valued. Your speech causes the audience to feel defensive and less receptive to your message.What obstacle to effective communication might this present? a.) The healthcare workers may not share your understanding of their role as an audience. b.) Your audience may feel excluded by your use of medical terminology. c.) Your audience may perceive that you lack self-awareness. d.) Your audience may be reacting to ethnocentric thinking.
d.) Your audience may be reacting to ethnocentric thinking.
Self and social awareness is an important skill to practice when communicating with others because you will __________. a.) manage your time better b.) take initiative to speak up first c.) learn to use new tools to be more efficient d.) be more aware of your own personal biases
d.) be more aware of your own personal biases
At his interviews for a teaching position Ignacio spoke at length of his admiration for the school, his excitement at the prospect of working there and his passion for teaching. He was not hired, though, because his body language throughout the interview made him seem arrogant, bored and a little disdainful. As this example shows, it is important to be highly conscious of nonverbal communication because it is __________. a.) intermittent and subtle b.) uncontrollable and unpredictable c.) undesirable and ineffective d.) constant and irreversible
d.) constant and irreversible
Tabitha is giving a 15-minute presentation to a physicians' group to introduce them to her company's new product. She knows that the group is familiar with how and when the technology is used, so she decides to spend all 15 minutes focused on the benefits of her product over those of her of competitors. By doing so, Tabitha is considering __________.
her audience
Reena must give a five-minute presentation in her public speaking class. The assignment is to persuade her classmates that voting should be made compulsory. As she begins planning her presentation, Reena writes a single sentence that articulates her main idea so that she can ensure it meets the guidelines of the assignment. By doing so, Reena is considering __________.
her purpose
Riley is the commencement speaker at a nursing school graduation. As she begins to think about what she wants to say, she reminds herself that her speech should be both entertaining and respectful of the dignity of the occasion. By doing so, Riley is considering __________.
her purpose
Peggy and Ron were discussing the recent training session they attended with another colleague. Peggy described the training as "interesting," which suprised Ron, because they had previously agreed that it was rather boring. He was confused as to why she now thought the training was so great. Peggy realized that their miscommunication was due to __________, because when she said "interesting," she meant "not what had been expected."
semantics
Peggy and Ron were discussing the recent training session they attended with another colleague. Peggy described the training as "interesting," which suprised Ron, because they had previously agreed that it was rather boring. He was confused as to why she now thought the training was so great.Peggy realized that their miscommunication was due to __________, because when she said "interesting," she meant "not what had been expected."
semantics
Angela wanted to remind her team that all sales should be physically documented, so she wrote an email to her team that said, "On paper, we need to record every sale." Many of her colleagues misunderstood, and believed Angela was saying that they didn't need to follow this policy in reality. The next time Angela drafted an email, she was much more careful about __________.
syntax
When choosing language for communication, a responsible communicator should?
use language that is inclusive and understandable
Adjourning
where the group disbands to form new groups for other projects
Norming
where the group establishes rules and guidelines for behavior
Forming
where the group first comes together
Performing
where the group is productive and accomplishes its goals
Storming
where the group works through discomfort and challenges
Which type of writing would you most likely observe in a business report?
Formal
Siri is giving a speech to a large audience at a trade show to showcase her company's latest designs. While she speaks, she stays in one place and focuses on a spot at the back of the auditorium just over the audience's heads so that she doesn't lock eyes with any one person in particular.How effective is Siri's use of nonverbal communication?
Ineffective, because her lack of eye contact may make the audience feel disconnected from her.
Which of the following is a component of a good resumé? a.) Your educational qualifications b.) Your age and marital status c.) Your religious beliefs d.) Your height and weight
a.) Your educational qualifications
Which of the following characteristics suggests that a research source may be unreliable?
Conclusions are reached without supporting evidence.
The medium that carries a message between two people is called the __________. a. Source b. Receiver c. Environment d. Channel
d. Channel
To ensure that your writing fulfills your reader's expectations, one of the most important rules is to __________.
organize your content in a way that makes sense to you and your audience
Why is recording minutes of a business meeting a valuable practice? a.) They provide a written record of discussions and decisions, which can be reviewed. b.) They replace the need for a meeting agenda. c.) They create a record of who did and did not attend the meeting. d.) They prove that the meeting had a purpose.
a.) They provide a written record of discussions and decisions, which can be reviewed.
A survey regarding work/life balance was circulated throughout an IT company. The instructions before the survey read as follows:"Improvement of the quality of work life for employees is an essential category that is being discussed by the management; however, we would like you, the employees, to provide your two cents, through this survey, such that we could implement improvements based on your requirements."Identify the appropriate stylistic change to this text to ensure clear and concise writing.
Break the sentence into shorter sentences to increase the clarity of the message.
Select the person whose outlook reflects a public speaking myth that will hinder their productivity.
Harry believes that when he gives a public presentation, the audience expects him to be a polished, dynamic speaker.
Your boss asked to meet with you to discuss a conflict that has developed between you and Janice, another manager on your marketing team: "I can tell that you two disagree strongly over how to pitch our services to that company in New York. I'm thinking about removing you from the account and instead having you focus on the presentation for our clients in Florida. My hope is that will reduce the tension between you two." Apply active listening skills by considering your boss' message and selecting the response that best interprets the main point. a. "It sounds like you want Janice to take over the New York account and for me to focus on Florida. Is that right?" b. "I'm hearing that you prefer Janice's pitch to the New York clients over mine. Am I understanding correctly?" c. "So you're saying that Janice and I need to get along better, otherwise you're going to remove me form the New York account?" d. "It sounds like you're dissatisfied with the work I'm doing on the New York account. Can you give me more details?"
a. "It sounds like you want Janice to take over the New York account and for me to focus on Florida. Is that right?"
Which of the following is one of the main purposes of a resumé? a.) To get you an interview by clearly demonstrating that you have the minimum qualifications required to help an organization meet its goals b.) To summarize and document the information that was shared during interview rounds c.) To highlight your personality traits so that a potential employer can determine if you are a good fit for the company culture d.) To help you decide which employer is most likely to offer you the highest salary
a.) To get you an interview by clearly demonstrating that you have the minimum qualifications required to help an organization meet its goals
Which of the following will help you understand your audience better when writing? a.) Using your self- and social awareness skill to get a clearer idea of who your audience is b.) Avoiding any assumptions about your readers based on what you know of them c.) Ensuring that your piece of writing is not intended for more than one person at a time d.) Sending each person in your audience a list of questions before creating your piece of writing
a.) Using your self- and social awareness skill to get a clearer idea of who your audience is
Select the example that demonstrates appropriate behavior in the workplace. a.) When sitting in meetings, Arthur stays still and keeps his eyes on the person speaking. b.) To make it more fun, Alex suggests that everyone at the company holiday party do a shot of alcohol. c.) Samira regularly arrives at the office just a couple of minutes after the workday begins. d.) Emira thinks she's bad at small talk, so she avoids speaking to people she doesn't know when she attends client events.
a.) When sitting in meetings, Arthur stays still and keeps his eyes on the person speaking.
In order to effectively communicate a written message to your intended audience, you can practice the skill of self- and social awareness by __________. a.) using extremely emotional language to convey how much you care about your audience b.) asking yourself whether the recipients of your message will connect with what you have written c.) being aware of your body language and facial expression as you write your message d.) focusing on writing a catchy subject line, enthusiastic greeting and unique signature to make your message
a.) using extremely emotional language to convey how much you care about your audience
Communication skills are important for all of the following reasons EXCEPT: a. They give a sense of what the people you interact with value. b. Everyone will agree with you if you have good communication skills. c. They are highly desired in the business world. d. Others will understand you to be a socially aware individual.
b. Everyone will agree with you if you have good communication skills.
Thomas has been asked by his boss to respond by email to a client who is deeply frustrated by the delays in the project he is managing. Thomas knows the delays are partly the result of his mismanagement of the project, but he wants to sound fully in charge in his email. To that end, he fills his email with industry terms that he carefully defines, even though he knows the client is familiar with them, so that he sounds knowledgeable. He also chooses a professional, respectful tone and gives the client a precise explanation of next steps. Based on the context, how would you advise Thomas to improve his verbal communication? a. He should reconsider his tone, which may not be appropriate for the recipient. b. He should not define terms that he knows the client is familiar with, lest he sound like a dictionary. c. He should call the client instead of sending an email, because oral communication is always preferable to written. d. He should use more vague language so that he doesn't make any promises that he can't keep.
b. He should not define terms that he knows the client is familiar with, lest he sound like a dictionary.
How does intrapersonal communication impact interpersonal communication? a. It gives you more authority over the person you're communicating with. b. It influences how you relate to the person you're communicating with. c. It prevents you from connecting with the person you're communicating with. d. It helps you to understand the personal experiences of the person you're communicating with.
b. It influences how you relate to the person you're communicating with.
When Rachel gave her presentation on climate change, her clothing, posture, facial expressions and gestures all communicated information to her audience at the same time. Which principle of nonverbal communication is shown here? a. Nonverbal communication is universal. b. Nonverbal communication is fluid. c. Nonverbal communication is adaptable. d. Nonverbal communication is contextual.
b. Nonverbal communication is fluid.
When do interpersonal needs, such as those described by Abraham Maslow or William Schutz, have a role in communication? a. After we feel secure, and are therefore ready to seek out companionship b. When we need to build relationships, which we must do regularly to meet our needs c. Once our basic needs have been met, because then we can focus on our relationship to others d. Only when there are needs that we cannot meet ourselves
b. When we need to build relationships, which we must do regularly to meet our needs
Select the example that demonstrates appropriate behavior in the workplace. a.) Fern wears a pantsuit to work to impress her boss, who wears sweaters and slacks. b.) Ashleigh knocks before entering her boss's office, even when they have a meeting scheduled. c.) Marlena shares the details of her ongoing divorce with a woman she just met at a company event. d.) Brad sends emails without proofreading them so that his colleagues will perceive that he's busy.
b.) Ashleigh knocks before entering her boss's office, even when they have a meeting scheduled.
Why is determining your purpose an essential element of planning a business document? a.) Because you can then decide whether or not you like the purpose b.) Because it will influence how effective the end product is c.) Because it will make your document more informative, no matter what its fundamental purpose is d.) Because it will ensure that your audience agrees with your message
b.) Because it will influence how effective the end product is
Which style of writing would be most useful if you were emailing a coworker and inviting them to your birthday party? a.) Business writing, because it is best for birthday invitations b.) Casual writing, because it uses friendly language c.) Colloquial writing, because it will encourage your coworker to take you more seriously d.) Formal writing, because you are writing to a coworker
b.) Casual writing, because it uses friendly language
Bob, a senior production manager at an IT firm, is required to prepare a report about a newly implemented production workflow. The report should consist of the differences between the new and the old workflow, the advantages of the new workflow over the previous workflow, and the effectiveness of the new workflow in improving production. Which organizing principle should Bob use in his report to structure data clearly and concisely? a.) Definition b.) Comparison c.) Cause and effect d.) Classification
b.) Comparison
Which style of writing would be most useful if you were writing to a vendor to ask for a service for your company? a.) Informal writing, because it is more practical than formal writing b.) Formal writing, because it is more professional than casual writing c.) Casual writing, because it focuses on slang and everyday expressions d.) Idiomatic writing, because it is flowery and uses interesting language
b.) Formal writing, because it is more professional than casual writing
A manager who has concerns about his employee's work sends the following email:"I am not disappointed with your work, I am not happy with your work, either." Keeping in mind the importance of formatting, spelling, punctuation, and grammar, identify the error in the given statement and the method to fix the error without changing the intended meaning. a.) The statement contains incorrect subject-verb agreement, which can be rectified by changing the singular verb in the sentence to a plural verb. b.) The statement contains a comma splice, which can be rectified by adding a conjunction after the first independent clause. c.) The statement contains a punctuation error, which can be rectified by changing a possessive adjective to a contraction. d.) The statement contains a double negative, which can be rectified by removing the negation in either one of the independent clauses.
b.) The statement contains a comma splice, which can be rectified by adding a conjunction after the first independent clause.
To celebrate International Workers Day, an organization's HR department decides to create an article that depicts advancements in labor laws seen through the decades with visual examples. Which organizing principle should the writer use in the article to structure data clearly and concisely? a.) Contrast b.) Time c.) Biographical d.) Comparison
b.) Time
A case study that elaborates on a company's journey from a startup to a multinational company is most likely an example of an __________. a.) informational report, because it presents case history information with a cause-effect analysis about individuals b.) analytical report, because it presents the details of a case as well as an analysis of its events and characters c.) informational report, because it presents only facts and data and does not go deeper into the implications of the data d.) analytical report, because it contains facts and figures but does not provide reasons, solutions nor recommendations
b.) analytical report, because it presents the details of a case as well as an analysis of its events and characters
A progress report submitted to a project manager communicates essential facts about which phases of the project are complete and which phases remain to be completed.This is most likely an example of an __________. a.) informational report, because it provides comprehensive solutions for how to make the project more efficient b.) informational report, because it presents details about the project without conducting an analysis c.) analytical report, because it provides recommendations for the project manager as well as an analysis of why the project is not doing well d.) analytical report, because it provides an analysis of why the project is not progressing
b.) informational report, because it presents details about the project without conducting an analysis
When crafting clear, written communication, you can practice the skill of productivity by __________. a.) writing your message as quickly as possible so that you have time for other important work b.) planning and organizing the structure of your message in order to emphasize the main purpose of your communication c.) including as many details as possible in your message so that your audience will not have any follow-up questions d.) using a conversational tone in your message that includes jargon and slang that your audience is familiar with
b.) planning and organizing the structure of your message in order to emphasize the main purpose of your communication
The following is a job description for the role of an assistant manager:"The responsibilities of an assistant manager include ensuring company policies are followed by all employees. The assistant manager is also responsible for ensuring customer satisfaction by actively resolving customer-related issues. The assistant manager is responsible for hiring and training new employees and also in firing employees." What stylistic change could improve this job description? a.) Use longer sentences to elaborate on a particular responsibility to avoid being too vague. b.) Use abbreviations to shorten the content of the description to make less work for the reader. c.) Replace duplicate words with appropriate alternatives to make the description more clear and concise. d.) Add a cliché or two to the job description to make it sound sophisticated and attractive.
c.) Replace duplicate words with appropriate alternatives to make the description more clear and concise.
Peggy and Ron were discussing the recent training session they attended with another colleague. Peggy described the training as "interesting," which surprised Ron, because they had previously agreed that it was rather boring. He was confused as to why she now thought the training was so great. Peggy realized that their miscommunication was due to __________, because when she said "interesting," she meant "not what had been expected." a. Symbolism b. Syntax c. Semantics d. Organization
c. Semantics
Which of the following describes the constructivist model of communication? a. It claims that after a sender has sent a message to a receiver, the communication process is over. b. It asserts that words have specific meanings and will therefore be interpreted the same way by everyone. c. This model suggests that there is a social element to message formation and reception. d. It does not consider feedback as a part of the communication process.
c. This model suggests that there is a social element to message formation and reception.
Denver, a graduate student, wrote a dissertation about the industrial revolution and its continuing effects. While reviewing his dissertation, he decides to restructure his content chronologically to help in better understanding. Which aspect of the dissertation is Denver reviewing? a.) The style of the dissertation b.) The content of the dissertation c.) The organization of the dissertation d.) The readability of the dissertation
c.) The organization of the dissertation
Noel's group has been tasked with determining how best to speed up the time between when a new product is launched and when it begins to generate large-volume sales. They have defined and analyzed the problem, discussed possible solutions, and decided that all of them will produce equally positive outcomes.At this point, how should the group proceed? a.) Have each member of the team vote on which solution they prefer. b.) Survey company leadership to ask what the best approach would be. c.) Go ahead and implement the solutions they have identified. d.) Consider the available resources and costs associated with each proposed solution.
d.) Consider the available resources and costs associated with each proposed solution.
Read the following excerpt from a hospital's website: "We have fewer negative patient outcomes than the national average thanks to the tireless dedication and superior education of our healthcare providers. So when you need the best care, you know where to go." Which potential barrier to communication is represented here? a. Cliche b. Offensive language c. Slang d. Euphemism
d. Euphemism
Which of the following is a quality of good business writing? a.) Communicating your message using a casual and conversational tone, possibly with jargon and slang b.) Communicating your message using as many words and technical terms as you know c.) Communicating your message with a structure that makes sense to you even though it may be confusing for your reader d.) Communicating your message in a way that prevents a breakdown of the original intended message
d.) Communicating your message in a way that prevents a breakdown of the original intended message
