SPCH 1321 - Business Communication 2019
Do use strategic ambiguity
when you need to deliver a difficult message, but you want to help the receiver save face.
Which of the following is NOT true about organizational culture?
workers who don't conform to their organization's culture are rewarded
All of the following are guidelines for the use of supporting material as "proof" EXCEPT
you can probably achieve your speech goal without citing supporting evidence
One advantage of using a dry erase board is:
you can record information that comes up on the spot.
Adam was explaining security procedures to new interns at his firm. It was difficult for the interns to understand what Adam was talking about because he used technical language they weren't familiar with. Which strategy for presenting an effective training is Adam failing to use in the above situation?
Avoid jargon
Which is NOT true about pauses?
Avoid pausing, because audiences will interpret this as a sign of low confidence.
In most interviews (unlike typical conversations), the ratio of speaking turns is uneven. During a typical interview, the interviewee will do about ______ percent of the talking
70
Filler words such as "like," "you know," "umm," and "yeah,"
All of these are consequences of using filler words
To maintain your credibility, use proper
All of these are important for maintaining credibility
The cultural context of a conversation refers to the impact of
All of these comprise the cultural context of a conversation
Research suggests that swearing on the job
All of these statements are supported by research.
According to your text, which of the following is NOT true about interviewing?
An interview is less structured than a typical conversation
Which of the following statements is true about group size?
An odd number of members will allow for smoother decision making
The text identified a number of effective methods for managing audience questions during and after the presentation. Which of the following was described as an effective method in the text?
Anticipate likely questions.
The opening of the interview is a time to accomplish all of the following EXCEPT:
Ask a clearinghouse question
Which of the following statements is NOT true about occasion analysis?
Never adapt your remarks to fit the setting
The trait approach to leadership presents the idea that individuals have biologically innate qualities that predispose them to leadership positions. According to research, the best predictor of leadership is
No personal trait has been found that can accurately predict leadership
Which of the following best describes the way cultural values develop?
Culture is learned, not innate
All of the following are recommended ways to manage your online profile EXCEPT
Use a clever email nomiker, such as "[email protected]"
A guideline for giving praise effectively is:
Use specific compliments that help the receiver recognize the exact behaviors you appreciate
Which of the following best describes advocates' advice for how we should treat persons with disabilities?
Use words that treat the disability as a feature and not an intrinsic part of who they are.
Supporting material that explains the unfamiliar by comparing it to the familiar is called a(n) example
analogy
Speakers of nonstandard dialects of English
are recommended for lower-level jobs than speakers of standard English.
Anita wants to encourage her classmates to read their textbooks thoroughly. To support her point, she says, "Some students think of a book as a heavy object that weighs down a backpack; other students think of a book as an expensive bill that needs to be paid at the beginning of each semester. But we can also think of a book as the key to a world of new ideas." Anita is defining a book by ________.
describing its various connotations
Which of the following types of statements is likely to promote a supportive climate?
descriptive statements expressed in "I" language
All of the following are characteristics of effective notes for extemporaneous presentations EXCEPT:
detailed
If you disagree with another person's critique of your performance, which of the following responses would be the most confirming?
emphasize areas where you and the other person share the same point of view
Chronological patterns are useful for
explaining the steps in a process.
The channel of communication that has the highest level of nonverbal "richness" is
face-to-face communication
Robert is an effective supervisor because he has the ability to interpret a number of spoken and unspoken conversational cues. His subordinates in his sales division respect him because he also has the ability to develop strong rapport with each coworker by showing constant support. Which type of communication style is Robert demonstrating when he is showing support?
feminine
A presentation delivered upon the completion of an undertaking is called a ____________ report
final
The role of the receiver is to
attach meaning to words they hear
If you want to become a group's emergent leader, you should AVOID
attempting to outclass other participants
The "trait approach" to the study of leadership
attempts to identify characteristics possessed by leaders
Meredith, the vice president of Neo Systems, runs a tight ship and makes sure that her top management team does what she wants it to. If any member raises issues, she fires that member. Meredith exerts ________ power.
coercive
All of the following except ____________ are identified in your text as typical organizational problems of presentations:
getting to the point too quickly
When Exxon's ship, the Valdez, was found responsible for an immense oil spill in the waters off Alaska, Exxon began to deliver televised presentations aimed at preserving their public image. These presentations were examples of
goodwill speeches
A ____________ is most effective for showing the correlation between two or more trends.
graph
The three main parts of a speech are:
introduction; body; conclusion
An interactive presentation
is common in sales settings
All of the following describe a good thesis statement EXCEPT
leaves the audience wondering what your key idea is
Our own culture's standards are usually
not obvious to us.
Roger wants to show the chronological steps in the process of applying for college grant. Which type of visual aid would work best?
numbered list
Josefina was so angry that she didn't even hear her brother's apology. Which type of noise hindered Josefina's ability to accurately decode her brother's message?
psychological
A contingency approach to studying leadership recognizes that there is not just one best approach
the context determines which approach will work best in any given situation
Referent power is a function of
the degree to which a person is respected
When your text states that communication is unavoidable, it means that
people will probably attach meaning to your actions, even when you don't intend to communicate something.
Informal communication includes all of the following except
performance appraisals
Which of the following characterizes an oral speaking style?
personal pronouns
Which of the following types of visual aids provides a literal representation to the audience?
photograph
Angelia has recently begun making a lot of mistakes on her day job. She has not been listening attentively to her supervisor's instructions. Angelia is no longer attentive because she is exhausted. She has taken on a second job at night so she can pay off her credit card debt. In the above example, which type of noise is causing a breakdown in the communication process between Angelia and her supervisor?
physiological noise
Reinhardt wants to keep the thermostat set at 65 degrees in the winter, while his roommate Peter wants to keep it set at 74. This conflict is primarily about
the topic at hand
All of the following except ___________ should be included in the cover letter you send to an organization along with your résumé.
two very specific times and dates when you are available for an interview
According to Leader Member Exchange (LMX) theory, employees who have low-quality relationships with their superiors
typically communicate in defensive ways
Which of the following would be the BEST specific goal statement for a persuasive speech about solar heating?
After hearing my presentation, at least a quarter of the audience will sign up to receive additional information about solar heating
Why would an important person in an organization be willing to be interviewed by you, a mere student?
All of the above are reasons why an important person in an organization would be willing to meet with you
Which generation is most likely to regard correct spelling and grammar usage as a sign of competence?
Baby-Boomers
Which of the following statements represents the lowest-level of abstraction?
By the tenth of this month, send me a memo listing the strengths and weaknesses of this project
A degree in communication is good preparation for a career in all of the following fields EXCEPT:
Communication is good preparation for a career in all of these fields.
The comparisons you use as supporting material should possess all of the following characteristics EXCEPT:
Comparisons that stretch a point are recommended for making a concept more vivid
Which of the following is NOT true about individuals communicating in today's organizations?
Due to advanced technology, good communication skills are less important in the 21st century than in they were in the 20th century.
Which of the following is true about the role of communication networks in organizations?
Formal communication networks are designed by management
After you've created your specific goal and thesis statement, the next step is to
Gather information about the topic through brainstorming and research.
Which of the following is NOT a responsibility of the interviewer during the interview process?
Give clear and detailed answers
As you analyze yourself as a speaker, it's recommended that you ask yourself all of the following questions EXCEPT
How can I imitate my favorite public speaker?
Which of the following illustrates an effective critique of a co-worker's performance?
I depend on you to help me answer these phones. When you showed up late last week, we missed ten important calls.
Which of the following can be characterized as a descriptive "I" statement?
I'm worried about the way our customers will react to your report if it contains any errors
One rule that should guide a mentoring relationship is:
If your mentor shares personal insights with you, keep them confidential
___________________ are personalized remarks that you insert into a presentation.
Interjections
Virtual teams have become an integral part of today's workplace. Which of the following statements about virtual teams is FALSE?
It is more difficult to maintain team spirit in virtual teams than in face-to-face teams
Which of the following is a disadvantage of using face-to-face communication over other communication channels?
It is often difficult to schedule a time to meet face-to-face
Which of the following is NOT a characteristic of nonverbal communication?
It is virtually the same in all cultures
All of the following are expressed in biased language EXCEPT
Let's consider the consequences of this plan
All of the following are true about the effective design of pie charts except:
Locate the segment you want to emphasize on the bottom of the chart.
Which of the following should NOT be included in your written request for an informational interview?
Point out that you would eventually like to be employed by this person or at their company
Which of the following is NOT recommended if you are delivering a technical report to a nontechnical audience?
Prepare visuals with precise data shown in the format that is customary for your field
Stevie has been chosen to present the results of her anatomy project in a poster session at the State Science Fair. Which of the following would NOT be good advice for Stevie to follow during her poster session?
Present details about her work in a 12- to 15-minute speech
All of the following are tips for constructing bar and column charts except:
Represent time on the vertical axis of your chart.
The style approach to leadership explored which style of leadership was the most effective. According to research, the most effective leadership style is the ________________ style.
Research shows that no one style is always more effective
The owner of a small car dealership wanted to find a way to discourage the amount of horizontal communication that was occurring among salesmen because he (mistakenly) thought their conversations were reducing the company's sales levels. He implemented a bonus plan that required sales personnel to compete against one another to keep their jobs. In the above example, which of the following forms of discouragement is the owner using to limit horizontal communication at his company?
Rivalry
All of the following are important elements of an effective apology except:
Save face by providing an excuse for your actions
To manage potential problems when feminine and masculine styles of language clash in the workplace, the text recommends all of the following EXCEPT:
Select your favorite style and stick with it. If others don't react well, explain why the style you are using works the best for you
Which of the following elements is NOT suggested by the text as an effective method for contacting potential employers?
Send résumé s to every company in the area
Strategic ambiguity refers to
the purposeful use of indirect language
Which of the following would NOT be classified as a work group, according to the characteristics explained in your text?
Seven students attend a program about male/female communication differences
The text outlines a number of channels for dealing with sexual harassment. All of the following are mentioned as possible responses except
Start telling your co-workers some nasty gossip about the offender
Which of the following is NOT a strategy to use in a training session?
Start with the least important detail and then work up to the most important details.
Which of the following is an effective guideline for expressing messages clearly?
State your main idea using high-level abstraction, then illustrate with low-level abstractions.
A recent study indicates that employees who follow their organization's preferred channels of communication tend to receive high performance evaluations.
TRUE
Businesses can usually profit from paying attention to the opinions of their employees.
TRUE
Which of the following would be the clearest specific goal for an interview?
Talk to my instructor about my grade
Which of the following ways of saying "no" illustrates a high-context culture?
That would be difficult.
According to your text, which of the following is the best way to approach conflict?
The best choice of method varies according to the circumstances
A feasibility report typically contains all of the following elements EXCEPT:
a humorous opening line
When a person is silent, how should you interpret this?
The meaning of silence varies depending on the culture, the context, and the individual.
Which of the following is NOT true about using statistics in presentations?
The more statistics you use, the more interesting your speech will be
The preferred means of dealing with conflict is to
The preferred means of dealing with conflict varies across cultural groups.
Steve has been invited to a job interview that will be conducted in a behavioral format.She is changing career fields, so she has little specific work experience relevant to the position she is applying for.What should she do?
Think of ways to explain how her prior accomplishments are relevant to the job she is seeking.
Which of the following is true about the use of an extemporaneous delivery style during a presentation?
To the audience, it often seems as if it is effortless.
Jordan had planned to deliver a persuasive speech encouraging his classmates to buy Hummers so they could be "cool." After researching his topic, however, Jordan decided to encourage his classmates to use public transit instead, because he felt that this choice would help reduce U.S. dependency on oil and contribute to bluer skies for future generations. When Jordan chooses communication intended to bring the greatest good to the greatest number of people over time, he is using the _______________ principle of ethical communication
Utilitarian Approach
Which is not a true statement about visual aids?
Visuals often reduce listener recall
Which of the following was NOT presented as a guideline for citing sources during a presentation?
Wait until the end of the speech to list the sources of all your quotations.
All of the following are examples of negative, rather than positive, language EXCEPT:
We'll finish the inspection on Tuesday.
If Ron determines through his audience analysis that his audience wants to be entertained by his comments, which of the following questions about the audience has Ron answered?
What are the personal preferences of audience members?
One guideline for interacting with people who have a disability is:
When you are talking to a person who uses a wheelchair, position yourself at her or his eye level.
Which of the following is true about business cards in Japan?
When you receive a business card, you should observe the card, then nod in acknowledgement.
Which of the following is NOT an accurate statement?
Workers in high-tech fields do not need good communication skills.
All of the following are true about vocal delivery EXCEPT:
You should maintain an unvarying pitch and volume throughout your speech.
A "high-level abstraction" is
a broad, general statement
A coworker tells you: "It makes me really mad when my boss strolls past my desk and says, 'Okay, honey, let's get down to work." I am not his honey!" In your coworker's view, the word "honey" is
a trigger word
According to a recent survey, which of the following is the most important in shaping a hiring decision?
ability to communicate effectively
If you had only a specific amount of time to present your ideas, when would be the most appropriate time for the audience to ask questions?
after the presentation
According to the text, the most effective way to begin a presentation is
after you pause and look at the audience
Which types of story can be used to add interest to a presentation?
all of the above
All of the following are guidelines for delivering an impromptu presentation EXCEPT:
avoid stating a thesis.
In Mexico, (a culture with high-power distance), a person who frequently questions the feasibility of a manager's proposals would probably
be thought of as a troublemaker.
The Leader Member Exchange (LMX) theory teaches that
because time and energy are limited, every leader has some high-quality relationships with employees, and some low-quality relationships with other employees.
Sarah has been asked to take a couple of minutes to summarize for her subordinates the new safety policies adopted by the board of directors. Sarah's presentation is called a
briefing
Which of the following would NOT provide feedback to the sender?
browsing through a company's catalog to see what styles of shoes they offer
Which type of organizational pattern shows that certain events have happened or will happen as a result of a specific set of circumstances?
cause-effect
Which of the following approaches is based on the assumption that in resolving conflict, it is possible to meet the needs of all parties?
collaborating
When you are delivering criticism, avoid
commenting about the person's personal life (unless their personal life has a proven impact on their work)
The ____________________ pattern of organization places several alternatives side by side and shows why yours is the best
comparative advantages
All of the following are elements of a status report except:
compare the advantages of your product versus other products.
When giving an explanation of a complicated concept or process, you will usually be most successful when you
compare the concept with one already familiar to the audience
Many people believe that _________ is the best approach to conflict because, in the short-term, you might get the results you want. However, this approach to conflict often results in a number of long-term costs.
competing
You are babysitting your 3-year-old niece. As you approach a busy street, you reach out to hold her hand, and tell her to stop, look, and listen before crossing. She breaks away from you and starts to run into the street. Which conflict management style would you recommend for responding to this situation?
competing
The first step in conducting an information-gathering interview is to
conduct pre-interview research to gain background information
Three purposes of a career research interview are to
conduct research, be remembered, get referrals
An advantage of "powerful" speech is that it
creates an impression that you are a person with authority and conviction
Jules wants to present a new method for closing the engine room at night. He states that his plan is effective because it meets three standards: his method is safe, efficient and cost effective. Jules is using the _______________________ organizational pattern.
criteria satisfaction
When an individual attaches meaning to the message he/she receives, which of the following components of the communication process has occurred?
decoding
An effective team exhibits all of the following except
directive leadership
According to Jack Gibb's work on supportive and defensive communication, a supervisor who ____________ is promoting a disconfirming climate.
doesn't show concern for the feelings of others
To conclude your speech effectively,
drop the pitch of your voice to signal you've finished your remarks.
During his employment interview, Chen was asked several times to describe challenges he had encountered on his last job and to explain how he handled them. Chen was experiencing a(n) ________ interview.
experiential
Drake completed a short course in computer technology during summer vacation. Now his parents' friends call him when they have questions about their personal computers. Drake has earned some ________ power.
expert power
Rob has been asked to provide a presentation to a group of investors. Rob wants to send a significant amount of statistical information home with the investors so they can refer back to it later. Which of the following visuals would best help Rob achieve this purpose?
handouts
A person who __________ is most likely to emerge as the leader of a group.
helps the group succeed
Cultures that rely heavily on subtle nonverbal cues to convey meaning have a ________________ orientation.
high-context
The first step in planning a training program is to
identify the specific results you want to bring about
Of the steps listed below, which should come first as you begin to organize the ideas you've brainstormed and researched into an outline?
identifying the key points
All of the following are characteristics of constructive feedback except:
imposed
Which of the following is NOT an equivocal phrase for expressing time?
in two minutes
Which of the following is NOT a typical advantage of a group?
increase in members' salaries
Steve is a new employee who used to work for your most daunting competitor company. When you are designing an ad campaign, you interview Steve to help you draft an accurate comparison of the two company's products. Steve possesses ____________ power.
information
Culture refers to all of the following except
inherited and innate characteristics.
A disadvantage of using a flip chart is that
it may be too small for people in the back of the audience to see clearly.
Equivocal misunderstandings occurs for all of the following reasons EXCEPT
jargon
If you make a mistake while you're delivering a presentation, it is best to
just keep speaking, correcting only obvious mistakes.
According to Fred Fiedler's comparison of task-oriented versus relationship-oriented styles, the best choice of leadership in a given situation depends on
leader-member relations, task structure, and the leader's power
A feminine communication style is characterized by which of the following elements?
listening supportively
Steve was giving a presentation to a group of investors using a delivery style that did not allow him to connect very well with his audience. Steve read from his notes and rarely looked up at the audience. His sentences were long and complex. What method of delivery did Steve use for his presentation?
manuscript
A critical problem with the use of a(n) _______________style of delivery is that you focus so much on trying to recall what you are going to say next, that it makes it difficult to speak with natural intonation.
memorized
Skylar is a very organized and timely individual. He always shows up for meetings 15 minutes early. He frowns upon colleagues who fail to arrive on time. Which orientation toward time would most accurately describe Sky's behavior?
monochronic
Use a __________________ pattern of organization when you want the audience to take action and you can use vivid word pictures to describe the problem and the solution.
motivated sequence
A presentation that attempts to generate enthusiasm is a
motivational speech
A monologue presentation
occurs when the speaker delivers the entire presentation without interruption from the audience
Motivating the interviewee to participate should occur during the ___________ stage of the interview
opening
"Our purpose for this interview is to find out what features you'd like in the new office design so we can try to make everyone as comfortable as possible." In which part of the interview does this question belong?
orientation
When Lucy, your manager's administrative assistant, tells you to sign and submit any paperwork to her immediately, you comply by the end of the day. Because Lucy is in charge of keeping the office files in order, she possesses _____________ power.
position
All of the following are characteristics of a briefing except:
present complex arguments in favor of a proposal.
All of the following are true about presentation software EXCEPT:
presentation software will always communicate your message effectively
Strategies used by bullies include all of the following EXCEPT
presenting concrete examples of ways a subordinate can improve their performance
The most typical and straightforward approach for organizing a proposal is a _______________ pattern of organization.
problem solution
Use a __________________ pattern of organization when the audience does not feel a strong need to change from the status quo.
problem solution
Which organizational pattern would be best for a speaker who is proposing a change that will improve the current situation?
problem-solution
Various forms of sexual harassment can exist in any work setting. If Tony expected sexual favors from Judith in return for a promotion to assistant coordinator of the sales division, which type of sexual harassment would be involved?
quid pro quo
The leading scientist for research on cancer stated, "I believe that with adequate funding we could have a cure for cancer within the next 10 years." If Heather were to read this sentence out loud during her speech to the medical research board, which of the following forms of verbal support would she be using?
quotation
One characteristic of a feminine style of communication is
rapport talk
Which basic functions should be included in the opening phase of an interview?
rapport, orientation, and motivation
If you are the victim of a bully, one response that is never advisable is to
rationalize that you deserve the abuse
A ____________ presents information that you (or a group or person you represent) have learned or done.
report
If a company conducts focus-group interviews with consumers to discover desired improvements for a product, which type of information-gathering interview are they performing?
research
According to Blake and Mouton's leadership grid, a leader who uses an "authority compliance" form of management would typically
seek efficiency, placing little emphasis on members' individual and relational concerns
Sitting instead of standing if you are presenting to a small group will help you
seem conversational
An effective extemporaneous presentation
should be carefully prepared and rehearsed several times, but not memorized
Employees whose values match the values of the organization they work for generally ________________ than employees whose values don't match the organization.
show more commitment to their jobs
Manager Bland gave the following instructions to Jared: "I'd like you take on more responsibility. So far, you've only been dealing with minor tasks such as drawing up daily schedules and mailing out customer refunds. Starting with your shift on Tuesday, I'd like you to assist Kevin with brainstorming new means of customer outreach and with designing a sticky web site for our PRNG program." Manager Bland's instructions include all of the following types of language EXCEPT _________.
slang
A common communication behavior in cultures that avoid conflict is
sparing others from unpleasant information
If you were giving a tour of your company's facilities to a group of investors and you organized the tour based on the location of the various divisions, which of the following organizational patterns would you be using?
spatial
As you begin to develop your presentation, you should determine whom you want to influence and what reaction you want from them. This is called a ____________ .
specific goal
Members of a polychronic culture would probably
spend time getting to know a person before doing business with her or him.
All of the following are typical mistakes made by beginners who attempt to use presentation software EXCEPT:
spending so much time on organizing your speech outline that you run out of time to select your favorite design template
Liam was giving a persuasive presentation to his class about the need to increase recycling efforts in the United States. To support his main point, he provided a hypothetical account of what he expected the world to look like in 50 years if recycling efforts were not stepped up. Which of the following forms of verbal support is Liam using during his presentation?
story
Interviews that gather information from large samples of people in order to learn about customers' preferences are called ____________ interviews.
survey
You may be considered arrogant if you
talk with crossed arms.
All of the following could be examples of uncivil communication EXCEPT:
telling a subordinate his or her behavior needs improvement
Which of the following is NOT identified in your text as a dimension that can help you understand your organization's culture?
the activities employees engage in
During a speech to a group of animal rights activists, Tiago, who is an enthusiastic hunter, talked about his proposal for opening the deer hunt 12 months a year rather than only during a 1-month season. Not surprisingly, Tiago's speech was not well received. According to the text, which of the following did Tiago neglect to consider prior to giving this presentation?
the audience members' attitudes about the subject
You are a member of a small group in your communication class, formed for the purpose of completing a decision-making project. Robert insists that your meetings should be conducted according to Parliamentary Procedures, but Serena wants to use a consensus approach. Your group is experiencing conflict about ...
the process
Duane has been selected by his company to present an after-dinner speech at the company's annual summer party. The general purpose of Duane's presentation is ______________.
to entertain
If you were giving a presentation and your primary goal was to expand your audience's existing knowledge on a topic, which of the following types of general purposes would you be using?
to inform
Juan is preparing a speech to a prospective client who has been using the services of a different advertising firm for the past 10 years. Juan's goal is to influence the client to switch firms and begin working with his company. What is the general purpose of Juan's presentation?
to persuade
A masculine style often uses ______________ to maintain authority in a conversation.
topic control
Ellie's advertising division has been asked to provide a presentation regarding the three major media options they provide: print, television, and Internet. Which of the following would be the most appropriate organizational pattern for this presentation?
topical
A(n) ____________ is a presentation that teaches listeners how to do something.
training
Three nurses from the evening shift at the Holy Heart Hospital told their supervisor their ideas for some new procedures that would improve the way patients' needs are tracked. The supervisor listened to the nurses' suggestions and implemented them. The nurses' suggestions illustrate
upward communication
If you are speaking to a culturally diverse business audience, it is recommended that you
use nouns instead of pronouns, when speaking about others.
The Greek culture (a culture that avoids uncertainty) tends to
value tradition
