BA 3350 Midterm Test Prep-M/C

Which of the following is characteristic of highly assertive cultures? A. People tend to speak directly and without using vague expressions. B. People are comfortable with silence in business meetings. C. People speak objectively without much emotion. D. People stress equality and use cooperative language. E. People would rather demonstrate respect than discuss disagreements.

A. People tend to speak directly and without using vague expressions. The cultural dimension of assertiveness deals with the level of confrontation and directness that is considered appropriate and productive. Highly assertive cultures emphasize direct and unambiguous language.

All outgoing messages are encoded and all incoming messages are decoded through A. a filter of lifetime experiences. B. psychological noise. C. mitigating information. D. a motivational value system. E. sight-reading.

A. a filter of lifetime experiences. All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences. This filter is an accumulation of knowledge, values, expectations, and attitudes based on prior personal experiences.

When business messages contain long paragraphs, readers are most likely to think the writer is A. disorganized. B. intelligent. C. accurate. D. respectful. E. professional

A. disorganized. Long paragraphs can signal disorganization and even disrespect for the reader's time.

Which of the following domains of emotional intelligence is the "ability to accurately pick up on emotions in other people and understand what is really going on with them"? A. empathy B. relationship management C. self-management D. self-awareness E. sight-reading

A. empathy Empathy is the "ability to accurately pick up on emotions in other people and understand what is really going on with them."

Loud shouting coming from the next room or distorted formatting in an email message are examples of _____ noise. A. physical B. psychological C. semantic D. physiological E. cognitive

A. physical Physical noise is external noise that makes a message difficult to hear or otherwise receive. Loud shouting and distorted formatting of a message are examples of physical noise.

Introverts can work more effectively with extroverts by A. speaking up more quickly than feels comfortable to them. B. allowing conversations to have fewer and more in-depth topics. C. giving them more opportunities to be alone and recharge. D. pausing more often and allowing periods of silence that might feel uncomfortable. E. expressing their preference to discuss things immediately.

A. speaking up more quickly than feels comfortable to them. Introverts can more effectively by speaking up more quickly than is comfortable to them. The other listed strategies are ways that extroverts can work more effectively with introverts.

As a rule of thumb, for routine messages, the sentence length should be no more than A. 8 words. B. 15 words. C. 20 words. D. 25 words. E. 30 words.

B. 15 words. As a rule of thumb, for routine messages, you should aim for average sentence length of 15 or fewer words.

People are most likely to process information quickly when writers use A. prepositional phrases. B. action verbs. C. the passive voice. D. complex words. E. long sentences.

B. action verbs. People can generally process information more quickly when writers use action verbs.

The "R" in the FAIR test stands for A. revision. B. respect. C. relevancy. D. redundancy. E. repetition.

B. respect. The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback. The "R" in FAIR test stands for "respect."

Which of the following would be the most productive time to schedule a meeting? A. 2:00 p.m. Thursday B. 4:00 p.m. Wednesday C. 10:00 a.m. Tuesday D. Noon Monday E. 10:00 a.m. Friday

C. 10:00 a.m. Tuesday Typically, most employees are at their best performance in the morning. Tuesdays are overwhelmingly considered the most productive day of the week.

Which of the following is a guiding principle for improving civility in society and the workplace? A. Tell, do not ask. B. Ignore small things. C. Disagree graciously. D. Do not refrain from arguing. E. Keep a negative attitude.

C. Disagree graciously To improve civility, one should disagree graciously and refrain from arguing.

_____ noise occurs when communicators apply different meanings to the same words or phrases. A. Psychological B. Physical C. Semantic D. Cognitive E. Physiological

C. Semantic Semantic noise occurs when communicators apply different meanings to the same words or phrases. For example, two people may have different ideas about what "acceptable profit margin" means.

_____ refers to how cultures socialize members to feel in novel, surprising, or extraordinary situations. A. Collectivism B. Humane orientation C. Uncertainty avoidance D. Egalitarianism E. Individualism

C. Uncertainty avoidance Uncertainty avoidance (UA) refers to how cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations.

During which step in the AIM planning process should you consider the constraints your readers face? A. message development B. information gathering C. audience analysis D. process review E. initial brainstorming

C. audience analysis The first step in the AIM planning process for developing influential messages is analyzing the needs of your audience. This includes envisioning both reader benefits and reader constraints.

To improve ease of reading when using headings in business documents, A. avoid using headings in complex messages. B. use different font styles and formatting for different headings. C. make sure the headings accurately convey the contents of a section. D. use wordy prepositional phrases as headings. E. avoid using headings in information-rich messages.

C. make sure the headings accurately convey the contents of a section. As you develop your headings, make sure they concisely and accurately convey the contents of a section.

Which of the following involves having the discipline to hold off on current urges in order to meet long-term intentions? A. empathy B. self-awareness C. self-management D. relationship management E. sight-reading

C. self-management Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." It involves having the discipline to hold off on current urges in order to meet long-term intentions.

Enduring beliefs and ideals that individuals hold are called A. conclusions. B. positions. C. values. D. priorities. E. truths.

C. values. Values refers to enduring beliefs and ideals that individuals hold.

Which of the following is true of corporate values? A. Corporate values are those that are formulated and adhered to by individuals. B. Publicly traded companies can decline to adopt a code of conduct. C. The employees of a company are not bound by corporate values. D. Corporate values are most effective when aligned with personal values. E. Corporate values are implied and unwritten rules that are open to interpretation.

D. Corporate values are most effective when aligned with personal values. Aligning personal values—those values that individuals prioritize and adhere to—with corporate values is an important element of character. After all, if one is living corporate values that do not match one's personal values, then there is a lack of integrity.

_____ is "rudeness and disregard for others in a manner that violates norms for respect." A. Emotional hijacking B. Semantic noise C. Pessimism D. Incivility E. Visual cutoff

D. Incivility Incivility is "rudeness and disregard for others in a manner that violates norms for respect."

Which of the following is a feature of a culture with high future orientation? A. often mentioning short-term rewards and incentives B. focusing more on extrinsic motivation C. rarely discussing long-term strategies or plans D. appreciating visionary approaches to business problems E. using inflexible and firm language

D. Its people tend to enjoy being in the moment and living spontaneously. Future orientation (FO) involves the degree to which cultures are willing to sacrifice current wants to achieve future needs. Cultures with high future orientation appreciate visionary approaches to business problems.

Which of the following qualities is characteristic of people who are hubs? A. nurturing B. decisive C. analytical D. flexible E. competitive

D. flexible Hubs are friendly, flexible, social, and fun. They encourage interaction and consensus building.

Which of the following is a reason that organizations use virtual teams? A. to reduce isolation B. to resolve conflict more easily C. to encourage sharing of opinions D. to save money E. to avoid time zone differences

D. to save money Virtual teams are often created because they cost less, are more convenient, and help assemble experts who are not located in the same office.

Which of the following illustrates a characteristic of an excellent business thinker? A. Claire's memos are always written from her perspective and use the I-voice. B. Dale's memos usually imply that his is the only acceptable solution to the problem. C. Cody likes to write spontaneously, so his memos often meander. D. Alec doesn't edit his messages in order to make them feel authentic. E. Boris uses a variety of sources such as journal articles and colleagues' expertise.

E. Boris uses a variety of sources such as journal articles and colleagues' expertise. Excellent business thinkers possess a number of characteristics. First, they clearly and precisely identify and articulate key questions and problems. Second, they gather information from a variety of sources. Third, they make well-reasoned conclusions and solutions. Fourth, they remain open to alternatives to approaching and reasoning about the business problem—that is, they are mentally flexible.

Which of the following statements is an example of disagreeing diplomatically? A. You always interrupt me when I try to explain my reasons. B. Your methods never work, but you refuse to give mine a chance. C. I know I'm right about this, and I can prove it to you. D. This is an issue of policy, not personal interpretation. E. I feel that I did not have a chance to explain my actions.

E. I feel that I did not have a chance to explain my actions During disagreements or difficult conversations, I-statements soften comments to sound more conciliatory and flexible and less blaming and accusatory. I-statements begin with phrases such as I think, I feel, or I believe Two ways of oversimplifying your approach to difficult conversations is by exaggerating and by applying either/or approaches. If you find yourself using superlatives such as always, never, most, or worst, you might be exaggerating. Applying an either/or approach to most business communications is ineffective. For difficult conversations, it usually translates into a right-versus-wrong approach.

Ann's team completed the first draft of a group document and asked her to edit it carefully for grammar, punctuation, and spelling. The next day, the group decided to delete part of the document. Ann felt like her efforts were wasted. What did the team do wrong? A. It did not establish a system for version control. B. It did not agree on rules for overwriting one another's work. C. It did not set up guidelines for using comments and track changes. D. It did not choose a single person to do the final edit. E. It did not choose an appropriate purpose for each round of revision.

E. It did not choose an appropriate purpose for each round of revision Make sure your group is clear about the purposes of each round of revision. Generally, you should first revise with a focus on the strength of your ideas and how well these ideas match the needs of your audience. Then you should focus on how smoothly the various sections of your paper flow together. Next, you should consider issues such as formatting, ease of reading, and language mechanics. Ann's team was not clear about the appropriate order of revision and asked her to work on language mechanics too early in the process, which resulted in wasted work.

Which of the following correctly states a similarity between Russia and India? A. Meeting times are relaxed and often start 10 to 15 minutes late in both countries. B. Cricket is an appropriate topic of conversation in both countries. C. Comparing Moscow and St. Petersburg is a taboo topic of conversation in both countries. D. Gifting expensive gifts and gifting leather gifts are avoided in both countries. E. Meetings are scheduled far in advance, and time is viewed flexibly in both countries.

E. Meetings are scheduled far in advance, and time is viewed flexibly in both countries. In the context of punctuality and meetings, both Indian and Russian meetings are scheduled far in advance and time is viewed flexibly in both countries.

Which of the following statements is the most specific way for a company to convey that it needs to reduce its current workforce by half? A. The company will have to lay off a few employees. B. The company will have to terminate a small percentage of its employees. C. The company will have to terminate the majority of its employees. D. The company will have to lay off about half of its employees. E. The company will have to terminate 50 percent of its employees.

E. The company will have to terminate 50 percent of its employees. "The company will have to terminate 50 percent of its employees" is the most specific choice, because it states exactly what percentage of employees will be terminated.

Chun has designed a flyer to invite employees to a workshop about time management. She wants to know if it is inviting and clear. Which of the following colleagues could provide the best feedback? A. a colleague in the Human Resources Department B. a colleague in the Shipping Department C. a colleague in the Legal Department D. a colleague on the Executive Committee E. a colleague in the Marketing Department

E. a colleague in the Marketing Department One of the best ways to ensure that your communication is effective and fair is to get feedback from others. Get perspectives from trusted colleagues, particularly if they have some knowledge that relates to your business message. In Chun's case, the colleague in the Marketing Department would best be able to comment on her flyer.

Which phrase explains what the post-trust era is? A. a period in which the government no longer allows monopolies or trusts to form B. a period characterized by the formation of trusts to manage the wealth of businesses C. a period in which people put more of their trust in big business than in big government D. a period in which the government allows financial trusts to try to make the economy safer E. a period in which people have lost the trust they once had in the business community

E. a period in which people have lost the trust they once had in the business community In the post-trust era, the public overwhelmingly views businesses as operating against the public's best interests, and the majority of employees view their leaders and colleagues skeptically. In other words, people have lost whatever trust they once had in the business community.

Dina has been offered a job at a longstanding financial institution with a hierarchical culture. Which of the following should she expect to encounter when she starts work? A. a steady stream of emails from her subordinates B. a lack of interest in status symbols C. a refusal to blame subordinates for leaders' mistakes D. offices of roughly equal size for all employees E. employees who are discouraged from openly challenging leaders

E. employees who are discouraged from openly challenging leaders In hierarchical cultures, people expect power differences, follow leaders without questioning them, and feel comfortable with leaders receiving special privileges and opportunities. Leaders are approached through intermediaries. Power is concentrated at the top, and employees are discouraged from openly challenging leadership.

What is one of the fastest ways to increase trust among team members who don't know each other well? A. having the team plan an event B. having members share a workspace C. keeping the team small D. limiting the number of meetings E. encouraging self-disclosure

E. encouraging self-disclosure One of the fastest ways to increase trust, particularly among teammates who don't know one another, is through self-disclosure. Self-disclosure is sharing information about yourself, such as goals, aspirations, view and values, and experiences. Teammates often bond emotionally and learn about one another's strengths by opening up or self-disclosing to each other.

Jorge, the shipping manager at Durable Products, writes a memo proposing that that they stop using RoadHog Trucking Company and ship everything by L.B. Haines. The reason he gives is that two of the accounts that have been shipping by L.B. Haines during the last year increased their orders by more than 10%, so he is certain that switching trucking firms will cause other accounts to grow too. The executives of the company do not accept Jorge's suggestion. Why was his memo unconvincing? A. slanting of facts B. exaggeration C. either/or logic D. weak analogy E. faulty cause/effect argument

E. faulty cause/effect argument As you make sense of business issues, you are often trying to identify causes and effects. The ability to precisely predict effects is always tricky. In this case, Jorge failed to provide any facts proving that the choice of shipping company was the cause of the increased orders.

The use of familiar words in business messages is most likely to A. distract attention from the message. B. decrease the credibility of the message. C. cause the readers' attention to wander because of boredom. D. decrease the specificity of the message. E. help the readers to process the information easily.

E. help the readers to process the information easily. Whenever possible, one should choose short, conversational, and familiar words in business messages so that they are easier for readers to interpret. Using longer, less common words to "sound smart" rarely pays off. They slow processing and distract from your message. They may even inadvertently send the signal that you are out of touch, quirky, or arrogant.

Which of the following is typically included in the planning stage of writing an effective business message? A. setting a positive and other-oriented tone B. making the message easy to read C. making the message easy to navigate D. ensuring that the communication is fair E. identifying the primary message and key points

E. identifying the primary message and key points In order to create an effective business message, during the planning stage you should understand the needs of the audience, generate the best of ideas to address a business issue and identify the primary message and key points.

Mia's team has been given a group writing assignment. The deadline is three months away. When should the group start working on the project? A. a week before the deadline B. two weeks before the deadline C. in a month D. in two weeks E. right away

E. right away One of the major obstacles to nearly all good writing is not starting soon enough. Developing ideas near a deadline rarely goes well. This is even more problematic when many members of a team have competing views about the direction of a writing project close to a deadline.

In cultures that are low in uncertainty avoidance A. formality is expected in most interpersonal business interactions. B. change is unwelcome and undesirable. C. orderliness and consistency are held to be important. D. trust is hard to build and is valued less than contractual agreements. E. tasks involving calculated risks, problem solving, and experimentation are preferred.

E. tasks involving calculated risks, problem solving, and experimentation are preferred. Uncertainty avoidance (UA) refers to how cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations. In low UA cultures, people feel comfortable with uncertainty. In fact, they may even thrive, since they prefer tasks that involve uncertain outcomes, calculated risks, and problem solving and experimentation.

Which of the following statements best expresses a typical concern of someone with a blue MVS? A. "Let's make sure we've considered how this will affect everyone's welfare." B. "Let's be sure that we have thought out the long-term results of this policy." C. "Let's consider the most efficient way to implement this decision." D. "Let's look at how this relates to the overall welfare of the company." E. "Let's act in a way that provides clear leadership to others."

A. "Let's make sure we've considered how this will affect everyone's welfare." Professionals with a blue MVS are most often guided by a desire to protect others, help others grow, and act in the best interests of others. They are nurturing rather than directing and autonomizing. Considering everyone's welfare would be one of their concerns.

You are applying the FAIR test to a business message. Which of the following questions are you most likely to ask while analyzing its factual accuracy? A. Are there any logical errors? B. Have you allowed message recipients to provide input? C. Have you considered how the message will impact stakeholders? D. Have you evaluated impacts on others from an ethical perspective? E. Have you demonstrated that you value others?

A. Are there any logical errors? The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback. The "F" in FAIR test stands for "facts." At this stage you should check the validity of the content, including whether it contains logical errors.

Which of the following statements is a judger statement rather than a learner statement? A. Aren't you interested in trying new techniques? B. How long do you think it will take to implement this new program? C. What do the studies indicate the environmental impact will be? D. How much do you estimate this will cost? E. What other companies have tried this type of sales campaign?

A. Aren't you interested in trying new techniques? Learner statements demonstrate a commitment to hearing people out and explicitly state a desire to hear different opinions. Judger statements show that the speaker is closed off to hearing people out, which shuts down honest conversation. A question that implies someone is not interested in new techniques is a judger statement.

_____ is the process of interpreting messages from others into meaning. A. Decoding B. Encoding C. Translating D. Filtering E. Communicating

A. Decoding Meaning refers to the thoughts and feelings that people intend to communicate to one another. Decoding is the process of interpreting messages from others into meaning.

Martin is the general manager of a sports equipment manufacturing company. He wants to give one of his employees an "Employee of the Year" award. Which of the following individuals should he choose if he is looking for an employee with a strong sense of ethics? A. Delia, who shares all relevant information with stakeholders B. Nathan, who went to night school to acquire more job-related skills C. Kelly, who shares the company's trade secrets with its competitors D. Ai, who created a spreadsheet to help track production stages E. Valeria, who conducts personal business on company time

A. Delia, who shares all relevant information with stakeholders The dominant business ethic in recent years is transparency. Transparency involves sharing all relevant information with stakeholders.

Which of the following makes comments sound more conciliatory and less accusing? A. I-statements B. You-statements C. He-or-she-statements D. It-statements E. They-statements

A. I-statements I-statements begin with phrases such as I think, I feel, or I believe. During disagreements or difficult conversations, I-statements soften comments to sound more conciliatory and flexible and less blaming and accusatory.

Which of the following is true of character? A. It is central in establishing trust. B. It is innate and cannot be cultivated. C. Its importance has decreased in the post-trust era. D. It is seldom important in long-term collaborative relationships. E. It increases when the level of transparency decreases.

A. It is central in establishing trust. Character is central in creating trust. Business executives were asked what the most important determinants of trust in workplace projects were. Overwhelmingly, character-based traits—that is honesty, ethical behavior, and willingness to exchange information—ranked at the top.

Rita is the general manager of a software company. She wants to give one of her employees an "Employee of the Year" award. Which of the following individuals should she choose if she is looking for an employee who communicates fairly in business? A. Julio, who always discloses his sources of information B. Eva, who often draws conclusions from assumptions C. Deb, who often says that customers never know what they want D. Lisa, who builds team spirit by reminding people when birthdays are E. Todd, who seldom checks his programs for bugs

A. Julio, who always discloses his sources of information One way to evaluate your communications is to use the FAIR test. The FAIR test helps you examine how well you have provided the facts; how well you have granted access to your motives, reasoning, and information; how well you have examined impacts on stakeholders; and how well you have shown respect.

Which of the following is characteristic of egalitarian cultures? A. Leaders can be approached directly by subordinates. B. Decision making is centralized. C. Subordinates are blamed for the mistakes of leaders. D. Salary ranges between the top and the bottom of the organization are extreme. E. Power is concentrated at the top.

A. Leaders can be approached directly by subordinates. In egalitarian organizations, leaders avoid command-and-control approaches and lead with participatory and open management styles. Competence is highly valued in positions of authority. People of all ranks are encouraged to voice their opinions. Status symbols for leaders are discouraged. Salary ranges between the top and the bottom of the organization are quite narrow. Leaders are approached directly.

Which of the following highlights the difference between Chinese and Brazilian etiquette and customs? A. Meetings begin on time in China, while meeting times are relaxed in Brazil and often start 10 to 15 minutes late. B. Tibet is a taboo topic of conversation in Brazil, while deforestation is a controversial topic of conversation in China. C. Touching is rare in Brazil, while frequent and extended touching is accepted in China. D. Business attire in China should be stylish and fashionable, while conservative suits are preferred in Brazil. E. Gift giving is common for first meetings in Brazil, while gifts are generally not expected on the first meeting in China.

A. Meetings begin on time in China, while meeting times are relaxed in Brazil and often start 10 to 15 minutes late. In the context of punctuality, meetings begin on time in China, while meetings are relaxed and often start 10 to 15 minutes late in Brazil.

Which of the following is an impact of high self-management on interpersonal communication? A. One controls emotional impulses that are not aligned with work and relationship goals. B. One attempts to understand the feelings perspectives, and needs of others. C. One engages in a me-first approach to work with colleagues. D. One reacts defensively and with a me-first attitude when threats are perceived. E. One fails to listen carefully to others.

A. One controls emotional impulses that are not aligned with work and relationship goals. Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." An impact of high self-management on interpersonal communication is that people are able to control emotional impulses that are not aligned with work and relationship goals.

In the context of creating a complete business message, which of the following is true? A. Providing too much information can distract the readers and weigh a business document down. B. Using action verbs focuses on the goal of coordinating action in the workplace and livens up your writing. C. Using longer, more unusual words to "sound smart" can increase the credibility of your message. D. Using the passive voice allows for faster processing by the readers, because most people naturally think in that structure. E. Relying on parallel language can distract the readers from the main message you want to deliver.

A. Providing too much information can distract the readers and weigh a business document down. One challenge while writing a business message is deciding which information is relevant for your message. After all, providing too much information can distract your readers and weigh your document down. On the other hand, not providing enough information can leave your reader wondering how to respond.

Uli is an employee of an educational technology firm. She volunteers to stay late when there is a deadline and always embraces a challenge. Which of the following is likely true about Uli? A. She is emotionally connected to her work. B. She desires a lot of praise from others. C. She has a high-trust relationship with her boss. D. She is a strong communicator. E. She answers directly to stakeholders.

A. She is emotionally connected to her work. Uli demonstrates a high level of engagement. Engagement is a measure of how much employees are connected emotionally to their work, how willing they are to expend extra effort to help their organizations meet their goals, and how much energy they have to reach those goals.

During a budget meeting, Eva concludes her part of the talk and points to her presentation partner. What does this gesture most likely mean in context? A. She is indicating that it is his turn to speak. B. She is accusing him of interrupting her. C. She is blaming him for the poor budget numbers. D. She is giving him permission to ask a question. E. She is trying to get him to be quiet.

A. She is indicating that it is his turn to speak. Use the situation at hand to help understand nonverbal signals. Pointing fingers during an argument likely indicates blaming, whereas pointing fingers at others during a sales presentation more than likely indicates a desire to get input from others. Because Eva has concluded her part of the talk and points at her presentation partner, the gesture most likely means it is her partner's turn to speak.

Karin supervises five teams. She wants to give an award to the team that has successfully created a high-trust relationship. Which team should she choose? A. Team A, whose members communicate well and are easy to motivate B. Team B, whose members rarely take time off from work C. Team C, whose members consistently get positive reviews from customers D. Team D, whose members have many different communication styles E. Team E, whose members have worked together for the longest time

A. Team A, whose members communicate well and are easy to motivate Extensive research has shown that high-trust relationships lead to more efficient and superior work outcomes. In terms of ease of communication, credibility leads to less resistance from others, increased willingness to cooperate, and less likelihood of miscommunication.

What impact does 2-D diversity have on a company? A. The company is more likely to increase its market share. B. The company is more likely to experience damaging conflict. C. The company is less likely to have a "speak-up culture." D. The company is less likely to have access to a variety of perspectives. E. The company is more likely to suffer significant financial losses.

A. The company is more likely to increase its market share 2-D diversity refers to companies that have both inherent and acquired diversity. Companies with 2-D diversity are more likely to report growth in market share and more likely to capture a new market.

What impact does beginning sentences with "it is" or "there are" have on a business message? A. The message is less precise because it is wordy and lacks a specific subject. B. The message is less precise because it contains figurative, not literal, meanings. C. The message is more concise because those are brief phrases. D. The message is more active because the second word is a verb. E. The message is less natural sounding because it is not parallel.

A. The message is less precise because it is wordy and lacks a specific subject. Readers naturally want to know precisely who or what the subject of a sentence is, particularly in business writing, where specificity is so important. Most sentences that begin with "it is" or "there are" fail to provide a specific subject and generally contain more words than necessary.

Which of the following is most likely to be true of people who have low empathy? A. They direct conversations to topics that are important to themselves. B. They frequently use meeting time to complain about issues unrelated to the current task. C. They go out of their way to explain company procedures to new co-workers. D. They listen carefully to what others say and then ask questions to clarify what they heard. E. They often repress their emotions and then respond inappropriately to situations.

A. They direct conversations to topics that are important to themselves. Empathy is the "ability to accurately pick up on emotions in other people and understand what is really going on with them." Empathy also includes the desire to help others develop in their work responsibilities and career objectives. Focusing only on one's self is not characteristic of empathy.

Raj tends to generalize in his writing because he believes that makes his writing easy for most people to understand. What is the likely effect of his generalizations on his readers? A. They may doubt his competence on the subject he is writing about. B. They are more likely to read the message carefully. C. They will be pleased that they can find the information they need quickly. D. They will be assured that Raj is not hiding unpleasant facts. E. They will focus their attention on Raj's primary message.

A. They may doubt his competence on the subject he is writing about. Being specific affects the judgments your readers make about your credibility. Specific statements lead your readers to believe that you know what you're talking about (competence); that you are not hiding anything (character); and that you want your readers to be informed (caring). Using generalities instead of specifics can have the opposite effect.

Which of the following statements accurately describes the use of figures of speech, such as idioms and metaphors, in business writing? A. They should be avoided because they lack specificity. B. They send the signal that the writer is out of touch with the audience. C. They are an effective way to write more concisely. D. They should be avoided because they are too I-centered. E. They are an effective way to make a message more natural.

A. They should be avoided because they lack specificity. Figures of speech, such as idioms and metaphors, are generally out of place or inappropriate in business writing. Since they are nonliteral, they lack the precise meanings needed in business.

______ is the overall evaluation that a reader perceives the writer to have toward the reader and the message content. A. Tone B. Framework C. Structure D. Layout E. Outline

A. Tone One of your primary goals as a communicator is to express your messages in ways that respect and inspire others. Readers judge a message partially by its tone—the overall evaluation the reader perceives the writer to have toward the reader and the message content.

During performance evaluations, Jana is consistently praised for her ability to see how corporate decisions will affect stakeholders. What does this characteristic of Jana's demonstrate? A. accountability B. competence C. expertise D. transparency E. honesty

A. accountability. Jana's outlook demonstrates accountability. A sense of accountability involves a feeling of responsibility to stakeholders and a duty to other employees and customers.

In content and form, a business message should typically A. avoid any form of self-centeredness. B. exaggerate facts. C. avoid using diplomatic terms. D. avoid using strong analogies. E. slant facts skillfully.

A. avoid any form of self-centeredness. In content and form, a business message should show that you have the interests of the audience in mind, so any form of self-centeredness should be avoided.

Which action is most likely to help build trust in a virtual team? A. be proactively engaged B. multitask during meetings C. avoid social conversation D. work as independently as possible E. rely mostly on email to communicate

A. be proactively engaged Compared to traditional teams, virtual teams typically find it more challenging to maintain trust over the duration of their work together. Professionals in virtual teams rank the following characteristics as most important among virtual teammates: willingly sharing information, being proactively engaged, and collaborating.

To ensure the completeness of a business message, be sure to A. be specific. B. avoid empty phrases. C. avoid redundancies. D. control paragraph length. E. use action verbs.

A. be specific. Most of your messages in the workplace have a clear goal: to update your team members, to promote a service to a client, to give an assignment, and so on. Your goal of completeness means that your message provides all the information necessary to meet that purpose. You can achieve completeness with three basic strategies: providing all relevant information; being accurate; and being specific.

A survey of recruiters found that the most sought after characteristic of writing is A. being accurate. B. being concise. C. avoiding redundancy. D. avoiding buzzwords. E. using parallel language.

A. being accurate. Accuracy is a basic objective of all business communications because your colleagues, customers, and clients base important decisions on your communications. A recent survey of corporate recruiters showed which elements of writing style are most important. Accuracy was the most sought after characteristic of writing style (95 percent).

Mario works for a research firm. He discloses a client's confidential information publicly. This action is an example of a A. business ethics violation. B. low-trust relationship. C. conflict between personal and corporate values. D. failure to be transparent. E. rationalization of unprofessional practices.

A. business ethics violation Mario has violated business ethics. At a minimum, business ethics involve adhering to laws; safeguarding confidential or proprietary information- avoiding conflicts of interest and misuse of company assets; and refraining from accepting or providing inappropriate gifts, gratuities, and entertainment.

In the post-trust era A. businesses are often thought to operate against the public's best interests. B. the majority of employees have faith in their leaders and colleagues at work. C. transparency is no longer important in the workplace. D. stakeholders do not require businesses to be accountable to them. E. character-based traits play a very small role in establishing credibility.

A. businesses are often thought to operate against the public's best interests. In the post-trust era, the public overwhelmingly views businesses as operating against the public's best interests, and the majority of employees view their leaders and colleagues skeptically.

Fred has been sent to build a factory in a small village. His new employees speak often of the rewards the factory will bring to their community. It takes Fred a long time to form relationships because the social networks there are close knit. Which term best describes the primary trait of the culture he is dealing with? A. collectivism B. individualism C. egalitarianism D. future orientation E. performance orientation

A. collectivism Collectivism refers to a mind-set that prioritizes interdependence more highly than independence. Cultures that emphasize duties and obligations and function within tightly knit and permanent social networks are high in collectivism.

In cultures with a high humane orientation, A. companies and shareholders emphasize social responsibility. B. society members are expected to solve personal problems on their own. C. self-enjoyment takes precedence over displays of generosity. D. people extend material and social support only to a close circle of friends and family. E. people smile and display other nonverbal signs of welcome infrequently.

A. companies and shareholders emphasize social responsibility. Humane orientation (HO) is the degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind. In high HO cultures, people demonstrate that others belong and are welcome. Companies and shareholders emphasize social responsibility, and leaders are expected to be generous and compassionate.

Validating is a way of A. disagreeing well. B. proving your point. C. asserting an opinion. D. checking your work. E. agreeing with others.

A. disagreeing well By disagreeing well, you lessen the resistance that others have to you and your views. Typically, you can disagree diplomatically by validating the views and feelings of others and using I-statements. Validating others means that you recognize their perspectives and feelings as credible or legitimate. It does not necessarily mean that you agree.

Salina, the expeditor at RingPro Gasket Manufacturer, writes a memo asking her manager to buy her a new computerized system for tracking customer orders. She claims that if she does not get this system, chronically late deliveries will ensue. Her manager turns down her request. Salina made the mistake of using A. either/or logic. B. an indirect structure. C. an unsupported generalization. D. a weak analogy. E. you-voice.

A. either/or logic. One of the main characteristics of critical thinking is to remain flexible and open to alternative explanations and options. The claim that there is only one way to solve a business issue is unconvincing. Salina does not discuss alternative ways to improve order tracking, so her proposal does not succeed.

Extensive use of the I-voice in a business message A. fails to convey the interests of the audience. B. increases the positivity of the message. C. reveals that the writer has slanted the facts. D. emphasizes that the writer understands the concerns of the reader. E. indicates that the writer uses faulty either/or logic.

A. fails to convey the interests of the audience. In content and form, your message should show that you have the interests of your audience in mind. Therefore, avoid any display of self-centeredness, such as extensive use of the I-voice.

Difficult conversations can be handled successfully by A. hearing everybody's story. B. agreeing with everything you hear. C. using the either/or approach. D. invalidating the perspective of other people. E. adopting a message-delivery stance.

A. hearing everybody's story In emotionally charged, high-stakes conversations, approaching the conversation with a learner mind-set will often lead to productive outcomes. The learning stance involves a commitment to understanding others' stories—their retrospective versions of interpersonal interactions or their explanations of business successes and failures.

Which of the following business trends is valued across the world? A. high priority on performance orientation B. low priority on egalitarianism C. high priority on hierarchy D. low priority on humane orientation E. low priority on future orientation

A. high priority on performance orientation Nearly all cultures value performance orientation. Note also that all cultures place the lowest priority on hierarchy. In other words, business professionals across the world nearly universally want to focus on performance in an egalitarian, participatory work environment. Furthermore, nearly all cultures value a humane orientation, thus demonstrating that results-focused communication remains critical, but members of most cultures will increasingly expect this strong performance orientation framed in a caring manner.

Simpler communications and decreased miscommunications are associated with A. high-trust relationships. B. small team size. C. strong speaking skills. D. well-paid employees. E. highly engaged stakeholders.

A. high-trust relationships. Extensive research has shown that high-trust relationships lead to more efficient and superior work outcomes. In terms of ease of communication, credibility leads to less resistance from others, increased willingness to cooperate, and less likelihood of miscommunication.

Which active listening skill involves demonstrating a learner mindset rather than a judger mindset? A. holding judgment B. paying attention C. reflecting D. summarizing E. sharing

A. holding judgement Holding judgment is a way to make people feel safe so they will share their ideas and feelings with you. One of the best ways to make others feel comfortable expressing themselves fully is to demonstrate a learner mindset rather than a judger mindset.

Which of the following actions will help a manager establish a sense of caring? A. holding regular meetings to ask about employee concerns B. setting clear and measurable goals for each employee C. taking a course in making teams function more efficiently D. assigning people to projects without their input E. encouraging people to use the pronouns "I" and "me" in communication

A. holding regular meetings to ask about employee concerns In the business world, caring implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability. Holding a meeting to ask about employee concerns demonstrates concern for the interests of others.

Carlos has been assigned the task of creating an effective business message aimed at encouraging healthy habits in the workplace. He uses the AIM planning process. Which of the following should he do during the information gathering stage? A. identify problems that prevent employees from making healthy choices B. estimate his level of credibility with his colleagues C. use language that will make his colleagues feel at ease D. edit his message for errors in tone, voice, and grammar E. decide on the primary message that he wants to convey

A. identify problems that prevent employees from making healthy choices The information gathering step of the AIM planning process includes clearly identifying key questions and problems.

In the context of the AIM planning process, which of the following tends to be the single most important planning step? A. identifying reader benefits and constraints B. making the message easy to navigate C. estimating your credibility D. setting up the message framework E. ensuring the communication is fair

A. identifying reader benefits and constraints For many messages, identifying reader benefits and constraints is the single most important planning step.

Which barrier to effective listening involves neglecting listening because of pressing deadlines? A. lack of time B. lack of patience and attention span C. image of leadership D. communication technology E. fear of bad news or other uncomfortable information

A. lack of time Pressing deadlines give most managers the sense that they do not have time for listening.

It becomes easier for your readers to process the information you present when you A. match your writing style to the way your readers think and talk. B. use prepositional phrases extensively as they increase the clarity of the message. C. choose long and obscure words to pique their curiosity. D. avoid using parallel language, which makes it difficult to distinguish between the information provided. E. include a lot of text in your message and very little white space.

A. match your writing style to the way your readers think and talk. The more closely you match your writing style to the way your readers think and talk, the easier it is for them to process the information you present.

Cindy intends to say something to her employee to explain why he is being transferred to a new project. The thought that Cindy intends to communicate is known as A. meaning. B. message. C. semantics. D. encoding. E. empathy.

A. meaning. Each person involved in interpersonal communication is both encoding and decoding meaning. Meaning refers to the thoughts and feelings that people intend to communicate to one another.

Teams rapidly develop shared perceptions and commitment during the _____ stage of team development. A. norming B. forming C. performing D. storming E. reforming

A. norming Team culture refers to a set of shared perceptions and commitment to collective values, norms, roles, responsibilities, and goals. Typically, teams rapidly develop such shared perceptions and commitment during the norming stage.

In order to make business messages more positive, business writers should focus on actions they can accomplish and demonstrate a realistic optimism. However, they should be careful A. not to set unrealistic expectations. B. to avoid diplomatic terms. C. not to use too-strong analogies. D. to avoid generalizations. E. not to send meta messages.

A. not to set unrealistic expectations. In order to make business messages more positive you should focus on actions you can accomplish and demonstrate a realistic optimism. At the same time, be careful not to exaggerate or set unrealistic expectations.

When Kwame listens to a customer, he paraphrases the customer's request or complaint to make sure he understands it. Which active listening skill is he using? A. reflecting B. holding judgment C. summarizing D. clarifying E. paying attention

A. reflecting Active listening requires that you reflect on the ideas and emotions of others. To make sure you really understand others, you should frequently paraphrase what you are hearing.

Which of the following is typically included in the writing stage of developing an effective business message? A. setting a positive and other-oriented tone B. double-checking everything C. sending the message to be proofread D. identifying the primary message and key points E. ensuring the communication is fair

A. setting a positive and other-oriented tone In order to create an effective business message, during the drafting stage you should set a positive and other-oriented tone, make the message easy to read, and make the message easy to navigate.

The act of anticipating intentions and moods through the perceptive examination of nonverbal cues is known as A. sight-reading. B. emotional intelligence. C. shared meaning. D. relationship management. E. self-management.

A. sight-reading. David Givens defines sight-reading as "intelligent observation of [nonverbal communications]... the act of anticipating intentions and moods through the perceptive examination of non-verbal cues."

Which of the following is most likely to lower a person's credibility? A. slanting facts B. using strong analogies C. asking for more responsibility D. refusing to exaggerate E. using other-oriented approach

A. slanting facts Slanting means only presenting those facts that are favorable to your position. To maintain your credibility, avoid slanting in all cases.

Which of the following is something an excellent business writer would do? A. spend more time planning than writing B. adopt a message-centered approach C. complete audience analysis while writing D. do a last-minute review of his or her work E. maintain an author-centered tone

A. spend more time planning than writing Expert business writers not only produce more effective written communications, but they also do so more quickly than average writers. Their secret is to devote a much higher percentage of their time to the planning and reviewing stages.

What should the leader do just before closing a meeting? A. summarize what was accomplished B. allow the attendees to ask questions C. elaborate on the main issues D. ask each attendee to share E. evaluate his or her performance

A. summarize what was accomplished Before ending the meeting, the leader should summarize what was accomplished. In just a few minutes, the leader can recap action items the team has agreed on and make sure the roles and assignments are clear for each action item.

The cultural dimension of assertiveness deals with A. the level of confrontation and directness that is considered appropriate and productive. B. the degree to which cultures are willing to sacrifice current wants to achieve future needs. C. the way cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations. D. the division of roles and power between men and women in society. E. the mindset that prioritizes interdependence more highly than independence.

A. the level of confrontation and directness that is considered appropriate and productive. The level of directness in speech varies greatly across cultures, and this can lead to miscommunication, misinterpretation of motivations, and hard feelings. The cultural dimension of assertiveness deals with the level of confrontation and directness that is considered appropriate and productive.

Which of the following qualities is more characteristic of introverts? A. thoughtful B. charismatic C. spontaneous D. lively E. collaborative

A. thoughtful Introverts tend to be quiet, reserved, thoughtful, and solitary. Extroverts tend to be outspoken, charismatic, spontaneous, and group oriented.

Which of the following is a goal of the AIM planning process? A. to unleash good ideas B. to minimize planning time C. to foster self-reflection D. to explore new technologies E. to encourage teamwork

A. to unleash good ideas The AIM planning process unleashes your best thinking and allows you to deliver influential messages.

Tom always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What type of incivility is Tom committing? A. treating others without courtesy B. ignoring others C. disrespecting the dignity and worth of others D. disrespecting the efforts of others E. disrespecting the privacy of others

A. treating others without courtesy Not using basic terms of courtesy such as please and thank you is an example of treating others without courtesy.

Events that cause strong emotional reactions are called A. triggers. B. stressors. C. noise. D. distracters. E. filters.

A. triggers. High self-awareness includes the ability to manage events that stir strong—often fight-or-flight—responses. Events that cause strong emotional reactions are called triggers.

Cultures with low future orientation A. use inflexible and firm language. B. emphasize control and planning for the future. C. focus on intrinsic motivation. D. discuss long-term strategies and business plans. E. appreciate visionary approaches to business problems.

A. use inflexible and firm language. Cultures with low future orientation (or present-oriented cultures) tend to enjoy being in the moment and spontaneity. They are less anxious about the future and often avoid the planning and sacrifices necessary to reach future goals. They tend to use firm and inflexible language.

Which of the following is most likely to improve the ease of navigation in information-rich and complex messages? A. using headings to convey the contents of sections B. avoiding the use of numbered or bulleted lists C. using several different font styles in the document D. using a new style of formatting for each section E. avoiding the use of too much white space

A. using headings to convey the contents of sections In information-rich and complex messages, headings can help your readers identify key ideas and navigate the document to areas of interest.

Ethnocentrism is the belief that A. your own culture is superior to others. B. your own culture has nothing of value to share with others. C. people of other cultures should make all business decisions. D. you have more to learn from other cultures than to teach. E. other cultures have a better knowledge base to conceptualize work.

A. your own culture is superior to others. The opposite of a learner mind-set when working with other cultures is the judger mind-set. In cross-cultural working relationships, the judger mind-set is often referred to as ethnocentrism. It is the belief that your own culture is superior—that it provides better approaches for solving work problems or dealing with work relationships and contains a better knowledge base to conceptualize work.

The typical paragraph length for a business message is A. 10-20 words. C. 150-200 words. B. 40-80 words. D. 300-400 words. E. 500-850 words.

B. 40-80 words. Typically, paragraphs in business messages should contain 40 to 80 words. For routine messages, paragraphs as short as 20 to 30 words are common and appropriate. Rarely should paragraphs exceed 150 words.

_____ is the psychological bonding that occurs between people and their ideas. A. Consolidation B. Association C. Disassociation D. Formation E. Reflection

B. Association Association is the psychological bonding that occurs between people and their ideas. Since the purpose of most meetings and team communication is to increase agreement about roles, goals, and accountabilities and to increase the group's sense of purpose, team members should seek association by the end of a meeting or team communication.

Erik is a manager who organizes his department into teams at the beginning of September. By December, he worries because the teams are still having conflict and do not seem very productive. What would be the best advice to give Erik? A. Conclude that his workers are not team-oriented people. Abandon the experiment before work falls further behind. B. Be patient because the teams are in the storming stage. Give them time to reach the norming and performing stages. C. Conclude that he made a mistake in the makeup of the teams. Reassign people to new teams and start over. D. Be patient because the teams are in the norming stage. Give them time to reach the more productive performing stage. E. Conclude that the teams are spending too little time on work. Start to sit in meetings and direct activities.

B. Be patient because the teams are in the storming stage. Give them time to reach the norming and performing stages. Under the best of circumstances, teams can take six to seven months to reach the highly productive performing stage. It is normal for teams to still be in the storming stage after three months, which is where Erik's employees are. Erik should be patient and let the teams develop. If he interferes now, the process will just have to start over.

Which of the following is true of a co-culture? A. Co-culture involves the belief that your own culture is superior. B. Co-culture is a combination of elements from different cultures. C. People with judger mind-sets find it easier to develop co-cultures. D. Co-cultures deemphasize the differences that exist between cultures. E. People who are low in cultural intelligence usually develop co-cultures.

B. Co-culture is a combination of elements from different cultures. When working across cultures, people generally adopt a unique set of communication and collaboration practices. These practices combine aspects of each culture. Over time, these practices, norms, and values form a co-culture that combines elements of each culture.

In the context of writing business messages, which of the following is true? A. Displaying a can-do attitude reduces the credibility of business messages. B. Emphasizing what products and services are, rather than what they are not, makes business messages more positive. C. Using diplomatic terms related to your relationships and interactions makes others suspicious of your business messages. D. The practice of slanting information increases the credibility of a business message. E. Using accurately negative terms related to your relationships and interactions makes business messages more other-oriented.

B. Emphasizing what products and services are, rather than what they are not, makes business messages more positive. Focusing on the positive traits of products and services, rather than their negative traits, increases the positivity of business messages.

What does the "F" in the FAIR test of ethical business communication stand for? A. Fresh B. Facts C. First D. Forthright E. Fitting

B. Facts One way to evaluate your communications is to use the FAIR test. The FAIR test helps you examine how well you have provided the facts; how well you have granted access to your motives, reasoning, and information; how well you have examined impacts on stakeholders; and how well you have shown respect.

Which of the following is the best opening for a difficult conversation? A. We need to discuss the way you let your team members down on the last project. B. I really want to understand what went wrong and find a solution we both can accept. C. Your work has suffered lately, and I want to make some suggestions for improvement. D. What were you thinking when you made that proposal in the group meeting? E. You have been demonstrating a bad attitude lately, and I would like to know why.

B. I really want to understand what went wrong and find a solution we both can accept Initiating a difficult conversation is stressful. Starting well is crucial. The opening moments of a difficult conversation offer a great opportunity to frame or orient the conversation for problem solving. In the opening moments, consider declaring your intent—your sincere desire to understand and find a solution that works for each of you.

Why has transparency become so important in the post-trust era? A. It creates the feeling among employees that managers care about their interests and needs. B. It helps reduce the fear that unethical or dishonest practices are being conducted in secret. C. It reduces incompetence by stressing the acquisition of necessary skills and knowledge for the job. D. It empowers each individual employee to think primarily about his or her career needs. E. It focuses on action and results so it helps businesses address their most pressing issues.

B. It helps reduce the fear that unethical or dishonest practices are being conducted in secret. The dominant business ethic in recent years is transparency. Transparency involves sharing all relevant information with stakeholders. As a result, it helps reduce the fear, created by recent scandals, that unethical or dishonest practices are being conducted in secret.

How does having a high level of trust impact communication? A. It improves communication because people have to rely more on rhetoric. B. It improves communication because people feel less resistance to ideas. C. It worsens communication because people take things for granted. D. It worsens communication because people question each other's motives. E. It improves communication because people have to be persuaded to cooperate.

B. It improves communication because people feel less resistance to ideas. Extensive research has shown that high-trust relationships lead to more efficient and superior work outcomes. In terms of ease of communication, credibility leads to less resistance from others, increased willingness to cooperate, and less likelihood of miscommunication. In low-trust work environments, people tend to assume the negative regarding others' actions.

Which of the following is true of competence? A. It has grown less important in the post-trust era. B. It is often evaluated by one's track record of achievements. C. It is innate and cannot be gained through experience. D. It increases when individuals focus on connecting with others. E. It depends mainly on the ability to build a sense of community.

B. It is often evaluated by one's track record of achievements. Competence refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done. Most people will judge your competence based on your track record of success and achievement.

Which task are you most likely to do during the final pass of proofreading? A. Check for adequate white space. B. Look for typographical mistakes. C. Imagine how the audience will respond. D. Ask yourself if you are confident in your facts. E. See if you have made logical errors.

B. Look for typographical mistakes. Proofreading involves rereading your entire document to make sure it is influential and accurate. You might consider rereading each sentence several times, each time with a different focus. On your first pass, place yourself in the position of your audience members. On your second pass, check for problems with writing style and language mechanics. You should check for typographical errors only after all your other corrections have been made.

Which of the following is an impact of high empathy on interpersonal communication? A. One controls emotional impulses that are not aligned with work and relationship goals. B. One directs conversations to topics that focus on the needs of others and self. C. One is aware of triggers and related tendencies to say the wrong thing. D. One spends a higher percentage of work conversations on work-related topics with a focus on solutions. E. One frequently vents frustrations without a constructive work purpose.

B. One directs conversations to topics that focus on the needs of others and self. Empathy is the "ability to accurately pick up on emotions in other people and understand what is really going on with them." Empathy also includes the desire to help others develop in their work responsibilities and career objectives. An impact of high empathy on interpersonal communication is that people direct conversations to topics that focus on the needs of others and self.

Which statement about active voice and passive voice is true? A. The active voice diverts attention from the doer. B. People tend to think in a doer-action-object pattern. C. The active voice is best when you do not want to attribute blame. D. People tend to sound bossy when using the passive voice. E. The passive voice places the object first.

B. People tend to think in a doer-action-object pattern. People tend to think in a doer-action-object pattern, so using this pattern in your writing enhances comprehension. Active voice uses that pattern.

Which statement about buzzwords is true? A. They make text more active. B. They are trite due to overuse. C. They have very technical meanings. D. They shorten the length of the message. E. They improve a message's accuracy.

B. They are trite due to overuse. To keep your writing natural and engaging, make sure you do not distract your readers with overused or out-of-place words or phrases. Buzzwords, which are workplace terms that become trite because of overuse, can stir negative feelings among some readers.

What impact does meeting in person have on long-term virtual teams? A. They are more likely to start having conflicts. B. They find it easier to build rapport. C. They take longer to trust each other. D. They often split into separate factions. E. They waste more time on social chat.

B. They find it easier to build rapport The most effective, long-term virtual teams meet in person at the beginning of projects to help the team members build rapport. These kickoffs for virtual teams help members do the tricky work of forming and norming.

Team leader Val always follows through after meetings by asking all participants for an update on their assigned action items. What effect is this likely to have on her team members? A. They will feel that the meeting was a waste of time. B. They will perceive the team meetings as important. C. They will feel that Val views them as children. D. They will be less likely to attend the next meeting. E. They will procrastinate because they resent being nagged.

B. They will perceive the team meetings as important If you are the team leader, make sure your team members follow through on action items. Follow up as soon as possible on those issues you were not able to resolve during the meeting. If each participant knows you will follow up, they will perceive the meeting as important. If you do not follow up, team members are more likely to view the meetings as a waste of time.

Which of the following situations would an extrovert prefer? A. a quiet meeting with two friends B. a loud party with a large group C. time alone with a book D. a work space in a library E. a long conversation with one person

B. a loud party with a large group Extroverts typically prefer conversations in larger groups and social events. They often want to think out loud, using speech as a way of refining their ideas.

What brought about the state of affairs known as the post-trust era? A. the disclosure of widespread cheating in school B. a series of business scandals and economic crises C. the decrease in human interactions in business D. the practice of outsourcing jobs E. a switch to more transparency by businesses

B. a series of business scandals and economic crises Given the major business scandals over the last decade, trust in businesses and business, executives has dropped to all-time lows. Michael Maslansky, a leading corporate communication expert, has labeled this the post-trust era.

What is a virtual watercooler? A. a virtual place to record team goals, assignments, and projects B. a social media space where virtual team members can interact spontaneously C. a database of all the agendas and minutes from a virtual team's meetings D. a social collaboration tool that allows virtual team members to work together easily E. a virtual collaboration tool that adjusts for time zone and language differences

B. a social media space where virtual team members can interact spontaneously A virtual watercooler is a space, usually established with social media tools, where virtual teammates can regularly and spontaneously interact.

You are working with your team on a group writing project. Which of the following can help you define your contributions and time commitments? A. version control technology B. a team charter C. virtual communication technologies D. a virtual watercooler E. a self-disclosure exercise

B. a team charter Early in the group writing process, your group should clearly discuss the roles and expectations you have for one another. Make sure part of this conversation involves splitting up contributions and time commitments equally. You might consider placing this in a team charter.

Performing at the highest standards, not just for oneself, but for the team for the supervisor, for the consumer, and for the company's shareholders, indicates a sense of A. individuality. B. accountability. C. opportunity. D. future-orientation. E. endurance.

B. accountability. In the business world, caring implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability. To perform every day at the highest standards not just for oneself, but for the team, for the supervisor, for the consumer, and for the company's shareholders, indicates a sense of accountability.

Dale has written a proposal for a new initiative. Which of the following will help him evaluate how his message will impact stakeholders? A. doing a first pass of proofreading B. applying the FAIR test C. doing a second pass of proofreading D. consulting the design department E. using the AIM planning process

B. applying the FAIR test The FAIR test ensures ethical business communication. The "I" in FAIR stands for Impacts. You should ask yourself whether you have thought about how the message will impact various stakeholders.

Which of the following is a characteristic of high cultural intelligence? A. speaking many languages B. avoiding inappropriate stereotypes C. accepting that other cultures are like your own D. sharing your values with others E. having a favorable attitude toward another group

B. avoiding inappropriate stereotypes Cultural intelligence (CI) is built on attitudes of respect and recognition of other cultures. Developing CI is more than possessing favorable attitudes toward members of other groups. It includes avoiding inappropriate stereotypes respecting and appreciating cultural differences, understanding cultural dimensions, and building a co-culture of cooperation and innovation.

Which of the following is most likely to help you write concisely? A. using longer sentences B. avoiding redundancy C. using more prepositional phrases D. avoiding the active voice E. using buzzwords

B. avoiding redundancy Strategies for writing concisely include controlling paragraph length, using shorter sentences, avoiding redundancy, avoiding empty phrases, and avoiding wordy phrases.

Which of the following is a speech pattern that is most common among women than men? A. being direct with subordinates B. avoiding verbal opposition C. refusing to share credit D. saying more in meetings E. demanding attention and praise

B. avoiding verbal opposition A variety of speech patterns are more common among women than men. They include: sharing credit, giving feedback, avoiding verbal opposition, offering compliments, speaking less, and being indirect to subordinates.

Which of the following is most likely to positively influence your readers' perceptions of your credibility? A. being wordy B. being specific C. using buzzwords D. starting sentences with "There are" E. using prepositional phrases

B. being specific Being specific affects the judgments your readers make about your credibility. Specific statements lead your readers to believe that you know what you're talking about (competence); that you are not hiding anything (character); and that you want your readers to be informed (caring).

Greg is the purchasing manager at a jeans-manufacturing company. He knows he could save his company money by using cheaper, thinner cotton, but he says, "Our customers count on us to provide a durable product. I do not want to let them down." What quality does this demonstrate? A. competence B. character C. fairness D. expertise E. community

B. character Managers can control their reputation as credible communicators by focusing on three well-established factors: competence, caring, and character. Character refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values. Greg demonstrates character by honoring the company's commitment to its customers, who are stakeholders.

Creating a shared story with a colleague means A. finding life experiences that you have in common. B. combining your goals into a shared approach to work. C. creating humor in tense situations. D. opening a difficult conversation with a story. E. reaching an agreement about how something happened.

B. combining your goals into a shared approach to work When you have a difficult conversation, you create a shared story. A shared story involves combining yours and others' experiences, perspectives, and goals into a shared approach to work.

Which of the following is an example of disrespecting the dignity and worth of others? A. claiming credit for a co-worker's creative idea B. criticizing a subordinate in front of others C. forwarding a confidential email from the boss D. arriving at a meeting late E. leaving a mess in the kitchen area

B. criticizing a subordinate in front of others Criticizing or reprimanding a person in front of others is an example of disrespecting the dignity and worth of others.

Analyzing a business problem typically involves A. ignoring audience constraints. B. deducing conclusions from facts. C. imposing your priorities on the situation. D. exaggerating the problem. E. being flexible and not taking positions.

B. deducing conclusions from facts. Analyzing a business problem typically involves uncovering relevant facts, making conclusions, and taking positions.

Abdul is frustrated because his team members come unprepared for meetings. What is the first thing he should do to try to improve the situation? A. distribute minutes after the previous meeting to remind people of what was covered B. distribute an agenda ahead of the meeting so people know what to expect C. distribute homework assignments several days before each meeting D. criticize people during the meeting if they are not contributing enough E. criticize people after the meeting to make his point without embarrassing them

B. distribute an agenda ahead of the meeting so people know what to expect Agendas provide structure for meetings. For most meetings, preparing and distributing an agenda ahead of time allows each meeting participant to form expectations and prepare.

When employees are engaged that means they are connected to their work A. ethically. B. emotionally. C. intellectually. D. physically. E. professionally.

B. emotionally. Engagement is a measure of how much employees are connected emotionally to their work how willing they are to expend extra effort to help their organizations meet their goals, and how much energy they have to meet those goals.

Which of the following is the role of a facilitator? A. keeping the meeting's minutes B. ensuring fair discussion of each agenda item in a meeting C. discouraging debate and dissent D. steering conversations toward predetermined conclusions E. presenting counter arguments to ideas or suggestions

B. ensuring fair discussion of each agenda item in a meeting Each meeting should have a facilitator. The facilitator acts from a neutral position to get each person to participate in the conversation and ensure that each agenda item is properly discussed.

Which of the following is typically included in the reviewing stage of writing an effective business message? A. setting a positive and other-oriented tone B. ensuring that the communication is fair C. finding the needs of the audience D. identifying the primary message and key points E. making the message easy to navigate

B. ensuring that the communication is fair In order to create an effective business message, during the reviewing stage you should ensure that the communication is fair, consider whether your message is effective, and remove any distractions.

In order to be accurate, a business message must be A. concise. B. exact. C. short. D. redundant. E. general.

B. exact. Accuracy is a basic objective of all business communications because your colleagues, customers, and clients base important decisions on your communications. In short, accurate information is true, correct, and exact.

One way to solve the problem of overly lengthy paragraphs is to A. include more figures of speech. B. focus on one idea or topic in each paragraph. C. use passive voice instead of active. D. start more sentences with "There is." E. replace verbs with prepositional phrases.

B. focus on one idea or topic in each paragraph. One primary cause of overly lengthy paragraphs is placing more than one main idea or topic in a single paragraph.

A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions. A. rapport-building B. funnel C. probing D. closed E. solution-oriented

B. funnel Funnel questions move from general to specific. They are intended to increasingly deconstruct a business issue so that a team can tackle or approach it in pieces.

For most written business communications, the first consideration should be to A. present the message in a visually appealing manner. B. get the message across in an easy-to-read manner. C. select the facts in a persuasive manner. D. construct the message in passive voice. E. demonstrate how much of an expert you are.

B. get the message across in an easy-to-read manner. Visual appeal is not the first consideration for most written business communications. Rather, the goal is to get your message across in an easy-to-read manner.

Emotional _____ refers to a situation in which emotions control our behavior causing us to react without thinking. A. filtering B. hijacking C. blackmail D. noise E. intelligence

B. hijacking Emotional hijacking is a situation in which emotions control our behavior, causing us to react without thinking. It prevents people from engaging in effective interpersonal communication.

The difference between the deductive approach and the inductive approach is that A. in the inductive approach, the order of supporting ideas is unimportant. B. in the inductive approach, the supporting reasons are placed before the primary message. C. in the deductive approach, the supporting reasons follow the call to action. D. in the deductive approach, positions are based on assumptions, not facts. E. in the deductive approach, the business argument concludes with the primary message.

B. in the inductive approach, the supporting reasons are placed before the primary message. In the direct, or deductive, approach, the primary message is stated first. It is typically a position or recommendation. It is followed by the supporting reasons. In the indirect, or inductive, approach, the supporting reasons are provided first, followed by the primary message.

Which of the following is most likely to negatively influence readers' perceptions of your credibility? A. long paragraphs B. inaccurate statements C. generous white space D. passive voice E. nonparallel language

B. inaccurate statements Accuracy, like specificity, strongly impacts your readers' perceptions of your credibility. Just one inaccurate statement can lead readers to dismiss your entire message and lower their trust in your future communications as well.

As prosperity and economic development rise, _____ increases as well. A. collectivism B. individualism C. hierarchy D. assertiveness E. uncertainty avoidance

B. individualism Although cultures constantly evolve, usually over decades or generations, the cultural dimension that changes most rapidly is individualism and collectivism. As prosperity and economic development rise, individualism typically increases as well.

Finn chooses to enter relationships only with people who share his interests in sports and work. Whenever he finds himself having less in common with a friend, he leaves the relationship. What cultural dimension does Finn display? A. collectivism B. individualism C. humane orientation D. egalitarianism E. future orientation

B. individualism Individualism refers to a mind-set that prioritizes independence more highly than interdependence. Individualists enter friendships and relationships primarily based on common interests. They also leave relationships when they are no longer mutually satisfying, beneficial, or convenient.

Readers are more likely to react positively to a message if the writer A. uses current technology. B. is clearly concerned about the issues discussed. C. is a subordinate or an equal in the organization. D. asks them to draw their own conclusions. E. draws parallels to events in other industries.

B. is clearly concerned about the issues discussed. Readers will judge your message based on how positive and concerned they think you are.

In the course of creating an effective business message, excellent business thinkers are most likely to A. gather information from one strong source rather than from a variety of sources. B. make well-reasoned conclusions and solutions. C. begin jotting down a rough draft right away to capture their ideas. D. encourage one-way linear thinking and a rigid approach to business problems. E. avoid using the other-oriented tone in their text.

B. make well-reasoned conclusions and solutions. Excellent business thinkers possess a number of characteristics. First, they clearly and precisely identify and articulate key questions and problems. Second, they gather information from a variety of sources. Third, they make well-reasoned conclusions and solutions. Fourth, they remain open to alternatives to approaching and reasoning about the business problem—that is, they are mentally flexible.

Being concise means A. removing relevant information. B. omitting needless words. C. omitting parallel structure. D. removing white space. E. removing paragraph breaks.

B. omitting needless words. When you write concisely, your message is far easier to read. Conciseness does not imply removing relevant information. Rather, it implies omitting needless words so that readers can rapidly process your main ideas.

To create a more natural writing style and improve the ease of reading, a writer should use A. passive verbs. B. parallel language. C. the passive voice. D. figures of speech. E. buzzwords.

B. parallel language. Using parallel language means that you apply a consistent grammatical pattern across a sentence or paragraph. Parallelism is most important when you use series or lists, as it makes them easier to read.

A business message is complete if it A. avoids all miscalculation, misinformation, and typographical errors. B. provides all the information necessary to meet the intended purpose. C. uses efficient language that says as much as possible in a few words. D. maximizes paragraph length and minimizes white space. E. keeps the word count as low as possible without redundancies or empty phrases.

B. provides all the information necessary to meet the intended purpose. Most of your messages in the workplace have a clear goal: to update your team members, to promote a service to a client, to give an assignment, and so on. Your goal of completeness means that your message provides all the information necessary to meet that purpose.

Christine's team is having a difficult time developing a team identity. She thinks the problem might be that the team members all come from different departments and have not worked together before. What kind of questions can Christine use to help with this issue? A. solution-oriented B. rapport-building C. probing D. closed E. funnel

B. rapport-building Rapport-building questions are intended to create bonds between people. They can break the ice and gradually ease people into conversations about shared business interests. They tend to be casual and social and steer clear of divisive or offensive topics.

Consider the statement: "As most of you know, Mega Manufacturing had its most profitable year ever last year." One way to make this statement more concise is to A. eliminate the passive voice. B. remove empty phrases. C. replace a prepositional phrase with a verb. D. start with "It is" or "There are." E. remove redundant words.

B. remove empty phrases. Many phrases fill space without adding meaning. Many of these phrases are common in conversations but are not needed in written messages. The above statement can be written, "Mega Manufacturing had its most profitable year ever last year."

Focusing on _____ is most likely to help you communicate with a red MVS in a way that he or she prefers. A. feelings B. results C. teamwork D. flexibility E. caution

B. results Professionals with a red MVS are most often guided by concerns about organizing people, time, money, and other resources to accomplish results.

Elena knows that she is especially vulnerable to work stress today because she had a fight with her husband last night. Therefore, Elena does ten minutes of meditation on her lunch break, and later when she feels herself getting frustrated during a meeting, she counts to ten before making a comment. What quality does Elena's behavior demonstrate? A. empathy B. self-management C. emotional hijacking D. self-awareness E. psychological noise

B. self-management Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." It involves having the discipline to hold off on current urges in order to meet long-term intentions.

Ansel has been asked to analyze the benefits and feasibility of implementing a stress-reduction program on a fixed budget. Through research, Ansel learns that the cost of a stress reduction program exceeds the proposed budget. He also learns that such programs are linked to increased employee health and morale. Based on this information, he advises company leadership that the program should be implemented immediately. Ansel is guilty of A. relying on either/or logic. B. slanting the facts. C. limiting his research. D. acting out of personal interest. E. making unsupported generalizations.

B. slanting the facts. Ansel is guilty of slanting the facts, or presenting only those facts that are favorable to your position.

For the past few months, Capital Carpets has experienced high employee turnover. After investigating, human resource manager Kareem discovered that most employees are unhappy with their salaries and therefore unmotivated to work. Kareem plans to craft a message using the deductive, or direct, approach. How should he structure it? A. start with a call to action; lay out the supporting reasons; conclude with the primary message B. state the primary message; lay out supporting reasons; conclude with a call to action C. lay out the supporting reasons in careful order; state the primary message D. state the primary message; give the call to action; lay out the supporting reasons E. start with a call to action; state the primary message; lay out the supporting reasons

B. state the primary message; lay out supporting reasons; conclude with a call to action Most business arguments employ a direct, or deductive, approach. In other words, they begin by stating the primary message, which is typically a position or recommendation. Then they lay out the supporting reasons. Most business messages conclude with a call to action.

Which stage of team development do virtual teams sometimes skip? A. forming B. storming C. norming D. performing E. reforming

B. storming Compared to traditional teams, research has shown that virtual teams far less often go through the storming stage.

When Leo had to tell Tania that her project had lost its funding, he found himself adopting a slumped posture that was similar to hers. What was Leo doing? A. synchronizing body language to mock her B. synchronizing body language to show empathy C. faking a mood to change her emotions D. using visual cutoff to encourage sharing E. using visual cutoff to make the conversation end

B. synchronizing body language to show empathy Synchronizing body language means adopting some of your counterpart's body language to make the conversation more natural and to show empathy to the other person.

A meta message is A. the gist of the primary message that the subject line of a topic communicates. B. the overall but often underlying message people take away from a communication. C. the unofficial message that travels through the grapevine. D. the message communicated using an asynchronous mode of communication. E. the direct message in which the autonomous voice of the speaker is most prominent.

B. the overall but often underlying message people take away from a communication. Meta messages are the overall but often underlying messages people take away from a communication or group of communications.

Which of the following should be one of the goals of a business communicator? A. to make exaggerated claims to be persuasive B. to express the message in ways that inspire others C. to slant facts to gain as much benefit as possible D. to focus on the negative aspects of the message E. to avoid using the other-oriented approach

B. to express the message in ways that inspire others One of your primary goals as a communicator is to express your messages in ways that respect and inspire others.

What do professionals identify as one of the most important characteristics of virtual teammates? A. ability to make decisions quickly B. willingness to share information C. interest in new technology D. strong leadership skills E. public speaking experience

B. willingness to share information Professionals in virtual teams rank the following characteristics as most important among virtual teammates: willingly sharing information, being proactively engaged, and collaborating.

What is the recommended thing to do if you observe unethical behavior in the workplace? A. Assume that the person knows what he or she is doing and ignore it. B. Accuse the person of acting with bad motives or criminal intent. C. Ask questions that challenge the rationalization of the behavior. D. Report the behavior to the media or to law enforcement immediately. E. Make a joke about the behavior to subtly convey your discomfort with it.

C. Ask questions that challenge the rationalization of the behavior. It is part of the employee's job to speak up constructively when observing unethical behavior. You can challenge rationalizations with questions.

Which statement describes how writers should address the priorities of their targeted audience during the AIM planning process? A. Do not consider the priorities as they tend to fluctuate. B. Recognize that priorities shift less often than values. C. Assign importance to things, such as projects, goals, and tasks. D. Refer to the enduring beliefs and ideals that the audience holds. E. Remember that priorities remain constant for each individual.

C. Assign importance to things, such as projects, goals, and tasks. Priorities involve ranking or assigning importance to things, such as projects, goals, and tasks. Priorities tend to shift more often than values.

Chelsea and Miguel disagree about which new healthcare insurance to adopt for their company. Chelsea wants to choose a cost-effective policy as soon as possible while Miguel wants to ensure that employees do not see a reduction in benefits because of the change. What can you deduce about Chelsea and Miguel from this information? A. Chelsea has a green MVS; Miguel has a blue MVS. B. Chelsea has a red MVS; Miguel is a hub. C. Chelsea has a red MVS; Miguel has a blue MVS. D. Chelsea has a hub; Miguel has a red MVS. E. Chelsea has a blue MVS; Miguel has a green MVS.

C. Chelsea has a red MVS; Miguel has a blue MVS. Chelsea has a red MVS, which means she tends to be concerned with results and getting things done. Miguel has a blue MVS, which means he tends to be concerned with the welfare of others.

Lena is the general manager of an international clothing manufacturing company. She wants to give one of her managers an "Employee of the Year" award. Which of the following managers should she choose if she is looking for the employee with the highest level of competence? A. Ted, who is completely trustworthy with confidential information B. Dahia, who is the first one to explain what she needs in any situation C. Cora, who develops effective action plans to achieve team goals D. Juana, who considers company interests above those of customers E. Dexter, who keeps a low profile and does not draw attention to himself

C. Cora, who develops effective action plans to achieve team goals Competence refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done. The two traits associated with competence are: a focus on action and an emphasis on results. Cora, who develops effective action plans to achieve team goals, displays competence.

Which of the following is an example of projected cognitive similarity? A. Elana assumes that no two cultures are alike in terms of values and norms. B. Rico assumes that all cultures are inferior to his culture. C. Deirdre assumes that other cultural groups have the same values as hers. D. Bill assumes that the cultural stereotypes shown in the popular media are true. E. Michael assumes that all cultures are superior to his culture.

C. Deirdre assumes that other cultural groups have the same values as hers. People tend to form two types of stereotypes when interacting with members of other cultures: projected cognitive similarity and outgroup homogeneity effect. Projected cognitive similarity is the tendency to assume others have the same norms and values as your own cultural group.

Which statement about ease of navigation is true? A. You should avoid using headings in information-rich and complex messages. B. Visual appeal should be the first consideration for all written business communications. C. Documents with too much text and not enough white space look daunting or cluttered. D. Readers are likely to be distracted by bullets and numberings in a document. E. In general, you should use special formatting as much as you can so your ideas stand out.

C. Documents with too much text and not enough white space look daunting or cluttered. Your readers will form an immediate impression about your document based on how much white space (areas without text) it has. Documents with too much text and not enough white space look daunting or cluttered. On the other hand, documents with too much white space may look insufficient.

Which of the following is a strategy to improve self-management? A. Encourage others who rarely speak up to voice their thoughts and feelings. B. Think about group dynamics and the related impacts on each team member. C. Examine strategies for overcoming impulses that compete with achieving your long-range goals. D. Think about your last reactions to the following experiences: joy, anger, self-doubt, frustration. E. Attend work-related social outings.

C. Examine strategies for overcoming impulses that compete with achieving your long-range goals. Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." One of the strategies for improving self-management is to examine strategies that will help you overcome impulses that compete with achieving your long-range goals.

Which of the following correctly names a characteristic of Russian etiquette and customs? A. Pakistan and the caste system are taboo topics of conversation. B. Gift giving is a sign of friendship; however, expensive and leather gifts should be avoided. C. First names are appropriate only after a relationship is well established. D. People commonly sit side by side rather than facing one another during meetings. E. The conversation style of the people is loud, animated, lively, and expressive with lots of interruptions.

C. First names are appropriate only after a relationship is well established. Titles are generally used in the workplace in Russia. First names are appropriate only after a relationship is well established.

Raj is a middle manager at a textile company. He is always the first one to volunteer to stay late to get a job done, but he is not particularly loyal to the company or impressed by titles. Raj is most likely a member of which generation? A. Traditionalists B. Boomers C. Gen X D. Gen Y E. Gen Z

C. Gen X Members of Gen X are known as independent, confident, self-reliant, responsibility driven, results focused, and less formal. Compared to prior generations, they seek more continuous feedback, they're less loyal to employers, they're not impressed by titles, and they're willing to put in extra time to get the job done.

Anwar's colleague tells him that some of his coworkers believe he has misleading them about his team's expenses. They believe that his reports have concealed the truth. What should Anwar do in his next report to avoid giving his coworkers that impression? A. He should shorten his paragraphs and increase white space. B. He should avoid using buzzwords that tend to annoy readers. C. He should include specific details and dollar amounts. D. He should avoid using unfamiliar words that may alienate readers. E. He should include a personal note at the front of his report.

C. He should include specific details and dollar amounts. Being specific would help Anwar assure his coworkers that he is not trying to hide any facts from them.

The Daily News just hired five young reporters. Which new employee has the most competence? A. Kate, who made top grades in journalism at a prestigious university and then traveled for a year B. Giorgio, who has a degree in English and has published three stories in literary magazines C. Helena, who earned a journalism degree and interned at a local newspaper for two summers D. Bill, who earned a degree in philosophy and spent a year writing for a school newspaper E. Becca, who made top grades at a small college and graduated with a degree in English

C. Helena, who earned a journalism degree and interned at a local newspaper for two summers Competence refers to the knowledge and skills needed to accomplish business tasks, approach business problems, and get a job done. By earning a degree in journalism and interning at a local newspaper, Helena has gained the most competence of the five newly hired reporters.

Ed is going to work for a year in the Netherlands, which he has learned is even more egalitarian than the United States. What should he expect his new company to be like? A. Employees will be reluctant to disagree openly with the company's leaders. B. The salaries of the company's chief officers will be much, much greater than his. C. His coworkers will respect leaders for their competence, not their position. D. People will be judged for status symbols such as big houses and automobiles. E. He will have to find an intermediary to advocate for him if he wants to talk to a manager.

C. His coworkers will respect leaders for their competence, not their position. In egalitarian organizations, leaders avoid command-and-control approaches and lead with participatory and open management styles. Competence is highly valued in positions of authority. People of all ranks are encouraged to voice their opinions. Status symbols for leaders are discouraged. Salary ranges between the top and the bottom of the organization are quite narrow.

A business message that primarily relies on the _____ shows that the message is self-centered. A. you-voice B. we-voice C. I-voice D. impersonal voice E. other-oriented voice

C. I-voice I-voice amplifies the self-centered tone; whereas the repeated use of we-voice and you-voice amplifies a tone that reflects other-orientation.

Which task are you most likely to do during the first pass of proofreading? A. Check for grammatical errors. B. Look for typographical mistakes. C. Imagine how the audience will respond. D. Check for problems with the writing style. E. Look for issues with language mechanics.

C. Imagine how the audience will respond. Proofreading involves rereading your entire document to make sure it is influential and accurate. You might consider rereading each sentence several times, each time with a different focus. On your first pass, place yourself in the position of your audience members. On your second pass, check for problems with writing style and language mechanics.

What does the "I" in the FAIR test of ethical business communication stand for? A. Intent of communicator B. Interest of audience C. Impacts on stakeholders D. Insight into motives E. Illustration of credibility

C. Impacts on stakeholders One way to evaluate your communications is to use the FAIR test. The FAIR test helps you examine how well you have provided the facts; how well you have granted access to your motives, reasoning, and information; how well you have examined impacts on stakeholders; and how well you have shown respect.

What do the deductive approach and inductive approach to structuring business messages have in common? A. In both, the call to action comes in the middle. B. In both, the supporting ideas come last. C. In both, the arrangement of supporting ideas is important. D. In both, the primary message comes first. E. In both, the call to action must be 15 words or less.

C. In both, the arrangement of supporting ideas is important. In all messages, whether they use a deductive approach or an inductive approach, the importance of framing and arranging supporting ideas to accentuate the main idea remains the same.

Which statement describes the difference between inherent diversity and acquired diversity? A. Inherent diversity means that there is little difference between team members. Acquired diversity means pairing people with very different skill sets. B. Inherent diversity refers to the diversity of a team. Acquired diversity refers to the diversity of the organization as a whole. C. Inherent diversity involves biological traits. Acquired diversity involves traits gained through experience. D. Inherent diversity measures the diversity of existing staff. Acquired diversity refers to recruiting diverse candidates. E. Inherent diversity is present in every organization. Acquired diversity must be carefully cultivated.

C. Inherent diversity involves biological traits. Acquired diversity involves traits gained through experience Diversity comes in two forms: inherent and acquired. Inherent diversity involves traits such as age, gender, ethnicity, and sexual orientation. Acquired diversity involves traits you acquire through experience, such as customer service experience, retail experience, or engineering experience.

According to recent studies, what impact does having highly engaged employees have on a company? A. It increases mistrust. B. It decreases cooperation. C. It increases profitability. D. It decreases overtime. E. It increases resistance.

C. It increases profitability. One recent study showed that companies with highly engaged employees were nearly three times as profitable as companies with low engagement among employees.

Lilly spends a summer abroad working in a hotel. She soon realizes that her job is secure even if she does not work very hard. When she makes mistakes, no one ever comments on them for fear of hurting her feelings. What is true of the culture in which she is working? A. It is high in future orientation. B. It is low in humane orientation. C. It is a low performance orientation society. D. It is high in uncertainty avoidance. E. It is high in assertiveness.

C. It is a low performance orientation society. Low performance orientation cultures emphasize relationships more than results and view feedback as judgmental and uncomfortable.

Chuck is the chief financial officer of his company. At the annual meeting, he gives a presentation that contains only positive financial news even though the company had a lay-off in the previous year. What impact is Chuck's presentation likely to have on the employees? A. It will create hope that the coming year will be better than the previous year. B. It will cause employees to forget about the previous year's problems. C. It will create mistrust because the presentation did not offer the whole truth. D. It will not have much effect because employees do not listen to such presentations. E. It will impress the employees with Chuck's team orientation and positive attitude.

C. It will create mistrust because the presentation did not offer the whole truth. It will create mistrust because the employees will know the presentation offered partial truths. Dishonesty is one of the primary reasons for lower employee morale. Nearly six in ten employees say they have left an organization because of lack of trust.

Which of the following describes a team in the forming stage of team development? A. All four members of the team discuss what the team roles and goals should be. B. Nick and Julie present alternate ways of assigning work, and the team debates the issue. C. Nick, Julie, Raul, and Ming take turns sharing their background with the others. D. The four group members work at their assigned tasks efficiently and work together as needed. E. Nick and Ming draft a work plan, while Raul and Julie write guidelines for the group to consider.

C. Nick, Julie, Raul, and Ming take turns sharing their background with the others In the forming stage of team development, team members focus on gaining acceptance and avoiding conflict. In some ways, this stage is a honeymoon period in which team members get to know one another.

Which of the following must be kept in mind while building cross-cultural relationships? A. Your culture is superior to that of others. B. People across cultures have similar conceptions of time. C. People across cultures interpret behavior differently. D. People across cultures have the same cultural mind-set. E. Your culture is the same as most other cultures.

C. People across cultures interpret behavior differently. As in any other business relationships, trust is critical in cross-cultural work relationships. And as in other relationships, you can establish your credibility through competence, caring, and character. These aspects of credibility take more time to demonstrate and convey when working across cultures. People from other cultures may interpret behavior differently, so consider how each aspect of credibility is earned in other cultures.

Janet's team is working on a group document, which they store in a FTP system on the company server. On Friday, Claire and Malik download the document at the same time, and each makes edits. Malik uploads his document first. When Claire uploads her copy of the document, she erases all of Malik's work. What went wrong? A. Team members did not use the same word processing program. B. The team did not assign its members clear responsibilities. C. The team did not have a system to handle version control. D. Team members were not clear about the purpose of the revision. E. The team did not consider the needs of the audience.

C. The team did not have a system to handle version control To prevent multiple team members from editing the same document simultaneously, a good version control system is necessary.

Which of the following statements about people with learner mind-sets is true? A. They view other cultures as inferior to their own. B. They think other cultures are the same as their own. C. They acknowledge that members of other cultures possess unique knowledge. D. They believe they have a better knowledge base to conceptualize work than others. E. They expect to have full control over all decision-making processes.

C. They acknowledge that members of other cultures possess unique knowledge. Developing strong cross-cultural relationships requires a learner mind-set. With the learner mind-set, you expect that members of other cultures possess unique types of knowledge and unique approaches to problem solving that will be helpful for shared business interests. You expect that they will be full partners in the decision-making process.

Which of the following is a trait of collectivists? A. They pursue their own dreams and goals, even when it means spending less time with their family. B. They leave relationships when they are no longer mutually satisfying, beneficial, or convenient. C. They stay in contact with and work through extended networks built on family and friends. D. They make decisions based on each individual's needs. E. They enter friendships and relationships primarily based on common interests.

C. They stay in contact with and work through extended networks built on family and friends. Collectivism refers to a mind-set that prioritizes interdependence more highly than independence. Collectivists view themselves as interdependent—forming an identity inseparable from that of their family members, friends, and other groups. They tend to stay in contact with and work through extended networks built on family relationships, schoolmates, and hometowns.

Which of the following is an example of the active listening skill of clarifying? A. Trung leans slightly forward as he listens to others. B. Trung asks questions that demonstrate his desire to understand other points of view. C. Trung asks the other person to explain a point more completely. D. Trung expresses his own perspective after he has heard the other person. E. Trung pauses to think about what he has heard and then paraphrases it.

C. Trung asks the other person to explain a point more completely. Clarifying involves making sure that you have a clear understanding of what others mean. It includes double-checking that you understand the perspectives of others and asking them to elaborate and qualify their thoughts. It is more than simply paraphrasing.

Salim has written a proposal advocating that his company should implement a schedule in which employees work four 10-hour days, with half of the employees having Monday off and the other half having Friday off. He claims that productivity will increase because fewer people will take days off to go to medical appointments, which they can schedule on their off day. Which of the following people has the correct expertise to give Salim helpful feedback about his proposal? A. a colleague in the Purchasing Department B. a colleague in the Shipping Department C. a colleague in the Human Resources Department D. a colleague in the Research and Development Department E. a colleague in the Public Relations Department

C. a colleague in the Human Resources Department One of the best ways to ensure that your communication is effective and fair is to get feedback from others. Get perspectives from trusted colleagues, particularly if they have some knowledge that relates to your business message. In Salim's case, because he is suggesting a change to working hours, he should ask a colleague in the Human Resources Department to give him feedback on his proposal.

Character refers to A. the stated and lived values of a company. B. the knowledge and skills needed to accomplish business tasks. C. a reputation for adhering to high moral and ethical values. D. a set of principles that govern behavior in the workplace. E. the ability to cultivate a sense of community in the workplace.

C. a reputation for adhering to high moral and ethical values. Managers can control their reputation as credible communicators by focusing on three well-established factors: competence, caring, and character. Character refers to a reputation for staying true to commitments made to stakeholders and adhering to high moral and ethical values.

Which of the following is characteristic of people in high-trust relationships? A. a willingness to cooperate B. high resistance to new ideas C. complicated and formalized communication styles D. a tendency to assume the worst of other people E. a strong disinclination to help other people

C. a willingness to cooperate Extensive research has shown that high-trust relationships lead to more efficient and superior work outcomes. In terms of ease of communication, credibility leads to less resistance from others, increased willingness to cooperate, and less likelihood of miscommunication.

Glen is writing a memo to suggest that his company hire someone to act on its behalf in a foreign market. If he wants to improve the ease of reading of his message, which term should he use to describe that person? A. fiduciary B. executor C. agent D. procurator E. envoy

C. agent To keep your writing natural and engaging, remember that people generally process simple, short, familiar words more quickly than long, complex or unfamiliar ones.

Using the active voice while writing business messages A. diverts the attention from the subject. B. makes the writer sound less bossy. C. allows for faster processing of the business message. D. makes the message difficult to navigate. E. is useful when the writer wants to avoid assigning blame.

C. allows for faster processing of the business message. Using active voice in writing includes many benefits. The doer-action-object approach allows for faster processing because most people's natural thinking occurs in this way. It also emphasizes the business orientation of action. Perhaps most important, it specifies the doer. Since business activities depend on accountability and coordination, knowing the identity of the doer of an action is usually important. Furthermore, writing in the active voice usually results in fewer words.

Cultures with low performance orientation societies generally A. value productivity over social relationships. B. give direct feedback about how to improve work. C. are relaxed about starting things on time. D. place a high priority on meeting work deadlines. E. implement clear plans to achieve goals.

C. are relaxed about starting things on time. Performance orientation (PO) is the extent to which a community encourages and rewards innovation, high standards, and performance improvement. Low performance orientation societies display a relaxed view of time and view overemphasis on deadlines as pushy.

Most business arguments employ a deductive approach. When employing this approach, you are most likely to A. avoid stating your position regarding any business issue. B. provide supporting reasons first followed by the primary message. C. begin by stating the primary message, which is typically a recommendation. D. begin by making a call to action for your audience to follow. E. begin by stating the supporting reasons followed by your call to action.

C. begin by stating the primary message, which is typically a recommendation. Most business arguments employ a direct, or deductive, approach. In other words, they begin by stating the primary message, which is typically a position or recommendation.

Facts are statements that A. are subjective and differ from situation to situation. B. are based on assumptions. C. can be relied on with a fair amount of certainty. D. are fictitious in nature. E. are inherently ambiguous in nature.

C. can be relied on with a fair amount of certainty. Facts are statements that can be relied on with a fair amount of certainty (most things are not absolutely certain in the business world) and can be observed objectively.

Sending mixed signals is most likely to A. result in positive meta messages. B. increase the flexibility of encoding and decoding. C. cause the reader to feel confused. D. resolve conflicts between content and tone. E. increase the credibility of a message.

C. cause the reader to feel confused. Mixed signals occur when the content of a message conflicts with the tone, nonverbal communication, or other signals coming from the message's author. Sending mixed signals is not only confusing, but it also frequently results in negative meta messages.

Anita, an executive at Glaciers, Inc., wants to introduce a profit-sharing program. She needs to convince other executives that it is a good idea for their company. She has considered her audience and gathered information. Next she should A. call a meeting to discuss her plan. B. survey her subordinates about the idea. C. decide how to frame her primary message. D. craft her document in clear, convincing prose. E. meet with colleagues individually to enlist their support.

C. decide how to frame her primary message. Anita needs to complete the third step of the AIM planning process, which is message development. The first task of message development is framing the primary message.

Whenever he has to present a proposal to his managers, LeRoy is able to distance himself from his ideas and accept criticism without becoming defensive. What process enables LeRoy to do this? A. consolidation B. association C. disassociation D. formation E. reflection

C. disassociation Disassociation is a process by which professionals accept critique of their ideas without taking it personally and becoming defensive. Association is the psychological bonding that occurs between people and their ideas.

Aiko is a middle manager at a technology company. Which of the following actions would help Aiko build a sense of community among her team members? A. assign all the team roles without explaining why decisions are made B. emphasize how the quality of the team's work affects her chance at promotion C. empower each team member to set personal goals for his or her career D. put more emphasis on immediate results than on developing skills E. encourage team members to compete to improve productivity

C. empower each team member to set personal goals for his or her career In the business world, caring implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability. A sense of accountability involves a feeling of responsibility to stakeholders and a duty to other employees and customers.

While working on team projects Luisa welcomes feedback and constructive criticism from her colleagues because she values their opinions and wants to be a better team member. What aspect of emotional intelligence does this behavior demonstrate? A. high empathy B. high self-awareness C. high relationship management D. low self-management E. low empathy

C. high relationship management Relationship management is the "ability to use your awareness of emotions and those of others to manage interactions successfully." An impact of high relationship management on interpersonal communication is that people accept and even welcome feedback and constructive criticism.

Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people? A. active listening process B. verbal communication process C. interpersonal communication process D. decoding process E. encoding process

C. interpersonal communication process The interpersonal communication process is the process of sending and receiving verbal and nonverbal messages between two or more people.

Omar is the marketing manager at PLM. In his market survey, he finds that customers are not happy with PLM's inefficient customer service. How will Omar structure his message if he wants to use the inductive, or indirect, approach? A. start with a call to action; lay out the supporting reasons; conclude with the primary message B. state the primary message; lay out supporting reasons; conclude with a call to action C. lay out the supporting reasons in careful order; state the primary message D. state the primary message; give the call to action; lay out the supporting reasons E. start with a call to action; state the primary message; lay out the supporting reasons

C. lay out the supporting reasons in careful order; state the primary message When using the indirect, or inductive, approach the supporting reasons are provided first, followed by the primary message. This is a common method for delivering bad news.;

In high gender egalitarianism cultures A. more professional leadership opportunities are provided to women than men. B. men and women communicate in distinct masculine and feminine ways. C. men and women have equal influence in professional decision making. D. protocol that draws attention to gender is acceptable. E. men and women are expected to occupy different roles in society.

C. men and women have equal influence in professional decision making. Gender egalitarianism deals with the division of roles between men and women in society. In high gender egalitarianism cultures, men and women have equal influence in professional decision making.

Emma's boss has reviewed her proposal. He tells Emma that she needs to make it more accurate. Which of the following should she try to eliminate? A. prepositional phrases B. parallel language C. miscalculations D. passive voice E. redundancies

C. miscalculations Inaccuracies may result from miscalculations, misinformation, poor word choice, or simply typos.

The most successful people are those whose A. personal values take priority over the corporate values where they work. B. personal values are subservient to the corporate values where they work. C. personal values align with the corporate values where they work. D. lives are ruled entirely by their personal values. E. lives are ruled entirely by the corporate values where they work.

C. personal values align with the corporate values where they work. Aligning personal values—those values that individuals prioritize and adhere to—with corporate values is an important element of character. If one is living corporate values that do not match one's personal values then there is a lack of character. If personal values are aligned with a company's values, a person is more likely to be successful.

In all business messages, communicators should ideally aim at A. effectively using either/or arguments. B. slanting facts to their benefit. C. projecting positivity. D. appropriately exaggerating facts. E. avoiding the other-oriented approach.

C. projecting positivity. Business communicators should aim at projecting positivity and concern for others in all business messages.

Consider the statement: "In order to build a sustainable organization, it is important to hire employees with sustainable qualities." One way to make this statement more concise is to A. eliminate the passive voice. B. remove empty phrases. C. replace a prepositional phrase with a verb. D. start with "It is" or "There are." E. remove redundant words.

C. replace a prepositional phrase with a verb. Eliminating extra words allows you to get your ideas across as efficiently as possible. You will often find that you can reduce word count by 30 to 40 percent simply by converting many of your prepositional phrases into single-word verbs. The above statement can be rewritten as, "Hiring employees with sustainable qualities helps you build a sustainable organization."

Which of the following is most likely to show that the writer of a business message has concern for the audience? A. relying heavily on the I-voice B. presenting exaggerated facts to the audience C. respecting the autonomy of the reader D. presenting slanted facts to the audience E. giving credit to any sources used

C. respecting the autonomy of the reader The business world can be a hectic, deadline-filled environment. In many situations you will want fast responses. If you show consideration for others' time as well as for their sense of autonomy, you will often achieve your intended results more effectively than if your words sound bossy and demanding.

Which of the following is a domain of emotional intelligence? A. shared meaning B. sympathy C. self-management D. semantics E. self-esteem

C. self-management The most-used EQ test for business professionals shows that emotional intelligence can be divided into four domains: self-awareness, self-management, empathy, and relationship management.

As Cho explains her dissatisfaction with her current salary, her supervisor abruptly looks away and sighs. What does the supervisor's nonverbal behavior indicate? A. strong agreement B. confusion C. strong displeasure D. distraction E. agreement yet helplessness

C. strong displeasure When people abruptly look away to indicate disapproval or disinterest, they send a message of strong displeasure with others and their ideas. This action, called visual cutoff, can quickly end dialogue, especially when a superior visually cuts off subordinates. Visual cutoff is especially harsh when accompanied with sideways head movements and sighs.

Which of the following practices helps to increase buy-in from virtual meeting participants? A. running the meeting efficiently B. multitasking during meetings C. taking minutes in real time D. opening with a contentious question E. preparing how to state views ahead of time

C. taking minutes in real time In real-time virtual meetings, you can take minutes in real time so that meeting participants can comment on and correct information during the meeting. This often leads to more accurate recollections of the meeting, more buy-in from team members, and a higher likelihood that action items get accomplished.

Roberto, a manager at GBN, has to prepare a report about the advantages of introducing a counseling program for employees in his company. In his report, he makes the claim that introducing a counseling program would reduce voluntary turnover because employees would be happier with their pay packages, but he offers no evidence linking counseling with pay. This report failed to effectively deliver the message that Roberto had intended. Which of the following is the most likely reason for its failure? A. slanting of facts B. exaggeration C. unsupported generalization D. weak analogy E. either/or logic

C. unsupported generalization To build well-reasoned business positions, one should avoid unsupported generalizations. This issue boils down to providing supporting facts for your claims. Roberto failed to do this.

When editing a group document, what should be the first thing the team works on? A. whether the paper is organized logically B. the transitions between sections C. whether the main ideas are strong and clear D. whether the word choices are appropriate E. the correctness of the grammar and mechanics

C. whether the main ideas are strong and clear Make sure your group is clear about the purposes of each round of revision. Generally, you should first revise with a focus on the strength of your ideas and how well these ideas match the needs of your audience.

Which of the following is useful advice on conducting business across cultures with those who have limited English ability? A. Determine a person's level of communication proficiency within the first few moments of your interactions with them. B. Speak at your normal, regular pace instead of speaking slowly as this may be viewed as disrespectful. C. Use slang and jargon instead of literal language as much as possible. D. Allow those with limited English ability enough time to process their thoughts into English. E. When using an interpreter, focus on the interpreter instead of the person you are communicating with.

D. Allow those with limited English ability enough time to process their thoughts into English. When conducting business across cultures, allow those with limited English ability enough time to process their thoughts into English. You will often find that nonnative English speakers, given time, express their thoughts with a more precise, creative, and even accurate use of English words than native English speakers. Avoid judging their language ability quickly. Avoid using slang and jargon. Make sure you articulate your words clearly and slow down. During interpretation, focus on the person you are communicating with rather than the interpreter.

Which of the following is an example of psychological noise? A. Benito's coworker does not understand what he tells her because nearby colleagues are speaking too loud. B. Benito's coworker does not understand his meaning when he uses technical accounting terms. C. Benito's coworker does not understand what he tells her because she has a pounding headache. D. Benito's coworker dismisses his product suggestions because she thinks he is too inexperienced. E. Benito's coworker does not remember what he tells her about his schedule because she is rushing to get to a meeting.

D. Benito's coworker dismisses his product suggestions because she thinks he is too inexperienced. Psychological noise refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction.

Which of the following is a strategy to improve relationship management? A. Engage in relaxation techniques to clear your mind. B. Practice self-talk and visualize yourself responding effectively to challenging interpersonal issues. C. Constantly evaluate your feelings and moods; attempt to understand your feelings as they occur. D. Build up the courage to have a difficult conversation. E. Reflect on personal strengths, weaknesses, and values

D. Build up the courage to have a difficult conversation. Relationship management is the "ability to use your awareness of emotions and those of others to manage interactions successfully." One of the strategies to improve relationship management is to build up the courage to have a difficult conversation.

Consider the following sentence: "CEO Mike Maloney regrets to announce that PharmCo will be downsizing at the end of September." Which of the following actions would improve the ease of reading? A. Cut the prepositional phrase "at the end of September." B. Change "at the end of September" to "at the end of the third quarter." C. Change "PharmCo" to "PharmCo Drug and Pharmaceutical Company." D. Change the buzzword "downsizing" to "laying off employees." E. Change "CEO Mike Maloney" to "The CEO of PharmCo."

D. Change the buzzword "downsizing" to "laying off employees." To keep your writing natural and engaging, make sure you don't distract your readers with overused or out-of-place words or phrases. Buzzwords, which are workplace terms that become trite because of overuse, can stir negative feelings among some readers. Using the buzzword "downsizing" as a term for layoffs is likely to annoy employees.

Which of the following is a feature of cultures with low performance orientation? A. People place more emphasis on results than on relationships. B. Workers prioritize measurable goals and objectives in meetings. C. Employees view feedback as essential to improvement. D. Expressions of loyalty and sympathy are valued. E. Financial incentives are considered appropriate motivators.

D. Expressions of loyalty and sympathy are valued. Performance orientation (PO) is the extent to which a community encourages and rewards innovation, high standards, and performance improvement. Expressions of loyalty and sympathy are valued in low performance societies.

Andre, the floor manager of a packing plant, is under pressure from his boss to increase productivity. He circulates a memo telling all of his workers that they need to increase the number of units packed each hour. After a month, production has not changed significantly. What went wrong in his communication? A. He did not explain the pressure he was under. B. His message was not concise enough. C. He used a memo instead of a more formal document. D. His message did not set a clear and specific production target. E. His message was not friendly enough.

D. His message did not set a clear and specific production target. The problem with Andre's memo is that it does not give a target figure. He needs to tell his workers how many more units they need to complete in a set time period to meet new goals.

Carlton finds that a geographic restructuring would have a positive effect on his insurance company and increase its efficiency. He draws up a report for the board of directors in which he mentions that separate departments should be set up for each of the company's 10 sales territories. Which of the following statements is most likely to increase the positivity of his proposition? A. Let me know if you want to work on changing the structure of the company. B. Using a geographic structure will not guarantee that the company's productivity increases. C. Geographic restructuring is not likely to reduce the company's overall costs. D. I look forward to putting together a detailed plan to restructure the company geographically. E. A geographic structure might possibly have a positive effect on the company.

D. I look forward to putting together a detailed plan to restructure the company geographically. In order to make business messages more positive you should focus on actions you can accomplish and demonstrate a realistic optimism.

In what way does caring help establish credibility in the business world? A. It helps people understand serious business problems. B. It encourages people to work as individuals instead of as teams. C. It promotes closed communication structures. D. It encourages people to demonstrate accountability. E. It makes individuals less transparent.

D. It encourages people to demonstrate accountability. Caring for others plays an important role in establishing credibility. In the business world, caring implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability.

Hugo includes the following sentence in his memo: "The increase in profits is greater than any I have seen during my career." What is the flaw in this sentence? A. It uses obscure words. B. It contains redundancy. C. It uses passive voice. D. It is not specific. E. It uses a figure of speech.

D. It is not specific. Being specific affects the judgments your readers make about your credibility. Specific statements lead your readers to believe that you know what you're talking about (competence); that you are not hiding anything (character); and that you want your readers to be informed (caring). Using generalities instead of specifics can have the opposite effect.;

Which of the following is most likely to be true about a culture with low future orientation? A. It teaches children to sacrifice fun activities to develop skills for long-term success. B. It encourages people to be motivated by their own internal values. C. It has a plan to cope with the types of natural disasters common to its region. D. Its people tend to enjoy being in the moment and living spontaneously. E. It rewards those who propose visionary approaches to business problems.

D. Its people tend to enjoy being in the moment and living spontaneously. Future orientation (FO) involves the degree to which cultures are willing to sacrifice current wants to achieve future needs. Cultures with low FO (or present-oriented cultures) tend to enjoy being in the moment and spontaneity. They are less anxious about the future and often avoid the planning and sacrifices necessary to reach future goals.

Javier is an editorial manager at a publishing company. He wants to give one of his supervisors an "Employee of the Year" award. Which of the following supervisors should he choose if he is looking for an employee with a strong sense of caring? A. Jon, who sets short- and long-term deadlines for every project and meets them promptly B. Ayesha, who always takes on extra work to help the department meet its deadlines C. Paul, who is the best copy editor and proofreader in the department D. Jenny, who helps her employees develop the skills that will allow them to advance E. Trung, who communicates openly whenever he has doubts or questions

D. Jenny, who helps her employees develop the skills that will allow them to advance In the business world, caring implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability. A supervisor who helps her employees develop the skills that will allow them to advance demonstrates a sense of caring.

Which of the following scenarios illustrates how an effective team works? A. Kelly, Bob, and Jill have learned that conflict wastes their time. B. Ken disagrees with what Rami and Angela are planning, but he decides to keep quiet and see how it works out. C. Debby, Claire, and Adam are so dedicated to getting the job done that they never have meetings. D. Leah, Ray, and Ernesto spend time each day talking about their goals and values. E. Maria, Nirupa, and Glen make sure to spend at least half of their meeting time discussing their favorite baseball team.

D. Leah, Ray, and Ernesto spend time each day talking about their goals and values High-performing teams avoid simply going with the flow. Rather, they frequently, explicitly, and openly discuss the set of values, norms, and goals they share.

Hector and his team work for an educational publisher. The team has to write a report comparing the textbooks of three competitors. Who would be the best person to analyze the books' methods of teaching? A. Hector, who has two years of experience in market research B. George, who has five years of experience as an editor C. Kerry, who has three years of experience as a book designer D. Lin, who has four years of experience as an educator E. Lisa, who has five years of experience as a production coordinator

D. Lin, who has four years of experience as an educator Early in the group writing process, your group should clearly discuss the roles and expectations you have for one another. Make sure part of this conversation involves splitting up contributions and time commitments equally. As the group plans together, it should identify subject-matter experts and delegate roles for researching and writing. In this example, Lin would be assigned to analyze the competition's methods of teaching because of his experience as an educator.

Which of the following is an impact of low self-management on interpersonal communication? A. One speaks out constructively about differences of opinion. B. One seeks to de-escalate interpersonal tensions and resolve issues at hand. C. One provides indirect and vague feedback and ideas to others. D. One frequently vents frustrations without a constructive work purpose. E. One is unaware of his or her own emotional state and its related impact on communication.

D. One frequently vents frustrations without a constructive work purpose. Self-management is the "ability to use awareness of your emotions to stay flexible and to direct your behavior positively." One impact of low self-management on interpersonal communication is that people frequently vent frustrations without a constructive work purpose.

Which of the following guidelines should be followed to ensure that you are creating a complete business message? A. Use longer, more unusual words to "sound smart" and increase the credibility of your message. B. Avoid parallel language as it can distract the readers from the main message you want to deliver. C. Include all the information you need by eliminating as much white space as possible. D. Plan, write, and review your message strategically to provide all relevant information, but nothing irrelevant. E. Use the active voice to avoid blaming others or sounding too bossy.

D. Plan, write, and review your message strategically to provide all relevant information, but nothing irrelevant. Strategic planning, writing, and reviewing will enable you to prepare a complete business message, one that provides all of the relevant information without any irrelevant distractions.

_____ involve ranking or assigning importance to things, such as projects, goals, and tasks. A. Conclusions B. Positions C. Values D. Priorities E. Facts

D. Priorities Priorities involve ranking or assigning importance to things, such as projects, goals, and tasks. Priorities tend to shift more often than values.

What is the main difference between probing questions and solution-oriented questions? A. Probing questions move from general to specific, while solution-oriented questions move from specific to general. B. Probing questions tend to be analytical and focused, while solution-oriented questions tend to be casual and social. C. Probing questions tend to be closed, while solution-oriented questions tend to be open-ended. D. Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done. E. Probing questions tend to have a judger mindset, while solution-oriented questions tend to have a learner mindset.

D. Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done. Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done.

Roland and Quan are both on the staff of a car dealership. Roland is always asking colleagues to cover his shifts, but he never returns the favor. Quan often covers shifts for colleagues even though he rarely takes time off himself. Which statement best describes the difference between Roland and Quan? A. Quan adheres to the company ethics policy, and Roland does not. B. Quan relies on corporate values, and Roland relies on personal values. C. Quan is an effective communicator, and Roland is not. D. Quan is a giver, and Roland is a taker. E. Quan trusts his colleagues, and Roland does not.

D. Quan is a giver, and Roland is a taker. Quan is a giver, and Roland is a taker. Givers are those professionals who go out of their way to help colleagues, respond to their requests and needs, and generously support others in the workplace. Takers are those professionals who frequently ask for favors from colleagues yet infrequently volunteer to help their peers in return.

Which of the following best describes the performing stage of team development? A. All four members of the team discuss what the team roles and goals should be. B. Nick and Julie present alternate ways of assigning work, and the team debates the issue. C. Nick, Julie, Raul, and Ming each share their background at the company. D. The four group members work at their assigned tasks efficiently and work together as needed. E. Nick and Ming draft a work plan, while Raul and Julie write guidelines for the group to consider.

D. The four group members work at their assigned tasks efficiently and work together as needed. In the performing stage of team development, teams operate efficiently toward accomplishing their goals. They have evolved to a level where they can transform disagreement and conflict into consensus for future action.

Which of the following is a trait of individualists? A. They tend to follow the perceived dreams and goals of the group as a matter of duty. B. They tend to stay in contact with and work through extended networks. C. They stay in relationships even when they are no longer mutually satisfying. D. They communicate directly to efficiently deal with work tasks and outcomes. E. They make decisions based on the larger interests of society.

D. They communicate directly to efficiently deal with work tasks and outcomes. Individualism refers to a mind-set that prioritizes independence more highly than interdependence. Individualists tend to communicate directly to efficiently deal with work tasks and outcomes.

Rich needs to choose someone to analyze the following problem and suggest potential solutions: The company is having trouble recruiting employees with the right skills. Which of the following employees should he choose? A. Sonia usually bases her ideas on a single, very popular, human resources journal. B. Vern has a logical mind that generally sees issues as linear, step-by-step processes. C. Alexia is the fastest writer in the department and can whip out a draft in no time. D. Will has a knack for explaining complex issues in a clear, understandable way. E. Berthe is very conventional in her thinking, and she distrusts innovation.

D. Will has a knack for explaining complex issues in a clear, understandable way. Excellent business thinkers possess a number of characteristics. First, they clearly and precisely identify and articulate key questions and problems. Second, they gather information from a variety of sources. Third, they make well-reasoned conclusions and solutions. Fourth, they remain open to alternatives to approaching and reasoning about the business problem—that is, they are mentally flexible. Will's ability to explain complex issues clearly marks him as the best choice.

Hachiro produces results. He is scrupulously honest. He checks to see that his teammates have what they need. He always talks about his team's accomplishments not his own. However, he fails to consider the impact of his company's actions on the public. Hachiro needs to improve in developing a sense of A. caring. B. community. C. character. D. accountability. E. competence.

D. accountability. In the business world, caring implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability. A sense of accountability takes a stakeholder view that includes all groups in society affected by a person's business.

What type of company is required to have a code of ethics available to all employees? A. all companies that employ more than 100 people B. all companies that trade internationally C. all companies that have more than a single owner D. all companies that are publicly traded E. all companies that make more than a million dollars

D. all companies that are publicly traded Publicly traded companies are required by the Sarbannes-Oxley Act of 2002 to have a code of ethics available to all employees and to ensure that it is enacted.

Phil is a manager who is preparing to send a memo to members of his team. Which of the following will best help him evaluate the memo before he sends it? A. asking questions to challenge rationalizations B. consulting the Ethics Resource Center C. surveying team members D. applying the FAIR test E. reviewing his company's code of ethics

D. applying the FAIR test One way to evaluate your communications is to use the FAIR test. The FAIR test helps you examine how well you have provided the facts; how well you have granted access to your motives, reasoning, and information; how well you have examined impacts on stakeholders; and how well you have shown respect.

High cultural intelligence is demonstrated by the ability to A. work by a rigid set of rules and guidelines. B. superimpose one's own cultural norms upon all others. C. interpret the behavior of people worldwide through a single culture's framework. D. approach cross-cultural work relationships with a learner mind-set. E. suppress one's curiosity and interest in other cultures.

D. approach cross-cultural work relationships with a learner mind-set. Cultural intelligence (CI) is a measure of your ability to work with and adapt to members of other cultures. The ability to approach cross-cultural work relationships with a learner mind-set is a characteristic of high cultural intelligence.

To break out of the reputation of an inexperienced newcomer, a person should A. avoid taking on projects that will reveal inexperience. B. stand out from the corporate culture in terms of dress and communication. C. be careful not to waste time on extras like creating a professional blog. D. attend a lot of meetings to get to know as many colleagues as possible. E. incorporate the I-voice in business messages as often as possible.

D. attend a lot of meetings to get to know as many colleagues as possible. To break out of a reputation as an inexperienced newcomer one should attend a lot of meetings to get to know as many colleagues as possible.

Which of the following is a feature of cultures with a high humane orientation? A. reserving expressions of welcome for formal situations B. discouraging discussion of feelings as a waste of time C. waiting until someone asks before helping them D. demonstrating that others belong and are welcome E. pursuing personal comfort and enjoyment more than generosity and kindness

D. demonstrating that others belong and are welcome Humane orientation (HO) is the degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind. In high HO cultures, people provide social support to each other and are urged to be sensitive to all forms of unfairness, unkindness, and discrimination. In high-HO cultures, people demonstrate that others belong and are welcome.

In which of the following situations is a company most likely to need a series of problem-solving meetings that have no preset agenda? A. planning the annual picnic B. deciding the work assignments for a project C. developing a new product proposal D. discussing the transition to new ownership E. reviewing a market research report

D. discussing the transition to new ownership Problem-solving meetings typically involve brainstorming about how to address and solve a particular work problem. Problem-solving meetings involve more fluid issues that are less easily classified as discrete agenda items and that are less easily given time allotments. An ongoing transition such as new ownership would require a series of problem-solving meetings.

The use of we-voice in a business message A. fails to reflect the interests of the audience. B. indicates that the writer has not reached any conclusions. C. decreases the credibility of the message. D. emphasizes the writer's shared interests with the reader. E. indicates that the writer is slanting the message.

D. emphasizes the writer's shared interests with the reader. In content and form, a business message should show that you have the interests of the audience in mind. The subject of a sentence almost always becomes the focus or emphasis. So rather than focusing on the I-voice, the focus of a business message should be on your reader (you-voice), your shared interests with the reader (we-voice), or simply the business issue at hand (impersonal voice).

Moira has a standard way of running meetings that she has used for a long time. Her meetings tend to be efficient but dry, and people have difficulty feeling engaged. Which of the following techniques should Moira use to solve that problem? A. distribute an agenda ahead of time B. have someone take minutes and distribute them afterward C. make sure to start and end the meeting on time D. encourage each person to share his or her opinion E. remain neutral while facilitating the discussion

D. encourage each person to share his or her opinion Facilitators should acknowledge, check for understanding, paraphrase and summarize, ask for elaboration, and get everyone involved. Sometimes, this may require using explicit phrases such as "I'd like each person to take two minutes to...".

Julio has a long paragraph that describes the two main causes of employee absenteeism and gives a suggestion to address each cause. Ideally, how many paragraphs does Julio need to cover this material? A. one B. two C. three D. four E. five

D. four Long paragraphs can signal disorganization and even disrespect for the reader's time. One primary cause of overly lengthy paragraphs is placing more than one main idea or topic in the paragraph. Ideally, Julio should have a separate paragraph for each of the two causes and each of the two suggestions. Therefore, his one long paragraph should be broken into four.

Which motivational value system is most often guided by concerns about whether business activities have been thought out carefully and the right processes have been put into place to accomplish things? A. red MVS B. yellow MVS C. blue MVS D. green MVS E. hub

D. green MVS Professionals with a green MVS are most often concerned about making sure that business activities have been thought out carefully and that the right processes are put into place. Professionals with a blue MVS are most often guided by motives to protect others, help others grow, and act in the best interests of others. Professionals with a red MVS are most often guided by concerns related to organizing people, time, money, and other resources to accomplish results. Hubs are guided equally by all three.

Oscar starts his meetings by describing the procedures he wants people to follow while taking part in the discussion and explaining what topics must be kept confidential. By doing this, Oscar is providing A. agenda items. B. minutes. C. consensus. D. ground rules. E. action items.

D. ground rules The person in charge of the meeting may want to set some ground rules, such as his or her expectations for others to participate, how much time to take with comments, how to deal with differences of opinion, what protocol to follow for the use of disruptive devices, and what information should be kept confidential.

Minh takes a job in Germany. On his first day, his manager tells him that he will be respected if he can motivate himself to succeed. Minh is encouraged to think about where he wants to go in the company and to discuss long-term strategies for achieving his goals. From this, Minh concludes that he is in a society with A. low priority on performance orientation. B. high priority on egalitarianism. C. high priority on humane orientation. D. high priority on future orientation. E. low priority on uncertainty avoidance.

D. high priority on future orientation. Future orientation (FO) involves the degree to which cultures are willing to sacrifice current wants to achieve future needs. Cultures with high FO are imaginative about the future and have the discipline to carefully plan for and sacrifice current needs and wants to reach future goals. In future-oriented societies, many organizations create long-term strategies and business plans. Furthermore, they use these strategies and plans to guide their short-term business activities. They also focus more on intrinsic motivation.

Dr. Deborah Tannen studies gendered communication in the workplace. She found that the way men and women speak is related to A. how much they are paid. B. whom they most want to impress. C. whether they went to college. D. how they socialized as children. E. the amount of praise they receive.

D. how they socialized as children. Dr. Tannen studied how men and women speak in the workplace. She has shown that it is often rooted in how they socialized and played as children.

Chandra is preparing for a business meeting in a foreign country. Which of the following is most important for her to do to ensure proper etiquette? A. prepare a meal for her hosts B. purchase traditional clothing C. learn to speak the language fluently D. identify acceptable conversation topics E. perfect an opening joke

D. identify acceptable conversation topics Before traveling to another country for business, you should become aware of local customs governing conversation topics, conversation style, punctuality, dining touching, business dress, and gift giving. These customs can vary greatly from place to place.

In the context of dealing with business problems, which of the following should ideally be the first step? A. analyzing the business problem B. clarifying business objectives C. formulating an alternative business plan D. identifying the business problem E. acquiring data about the business problem

D. identifying the business problem To remain competitive and profitable, businesses constantly need to identify and overcome problems. The first step in problem solving is identifying business problems. This involves understanding an organization's business objectives and related challenges. It involves asking many questions from a lot of angles.

According to management expert Stephen M.R. Covey, which of the following is foundational to permanent success? A. speaking and writing eloquently B. demanding the respect of subordinates C. overcoming many struggles D. inspiring the trust of others E. having a warm and charming manner

D. inspiring the trust of others Covey believes that trust is central to success. He stated that "It simply makes no difference how good the rhetoric is or even how good the intentions are; if there is little or no trust, there is no foundation for permanent success. . . ."

Giles lives in a society where people are expected to solve their own problems. During business meetings, leaders do not waste time offering welcome or making social talk. Unfair treatment on the job is considered just the way life is. Which term best describes the type of culture Giles lives in? A. collectivist B. assertive C. uncertainty avoidant D. low humane orientation E. high performance orientation

D. low humane orientation Humane orientation (HO) is the degree to which an organization or society encourages and rewards individuals for being fair, altruistic, friendly, generous, caring, and kind. In low HO cultures, such as the one in which Giles lives, the values of pleasure, comfort, and self-enjoyment take precedence over displays of generosity and kindness. People extend material, financial, and social support to a close circle of friends and family. Society members are expected to solve personal problems on their own.

In low gender egalitarianism cultures, A. equal professional opportunities are provided to men and women. B. men and women have the same communication and management styles. C. protocol that draws attention to gender is avoided. D. men and women are expected to occupy different roles in society. E. men have fewer leadership opportunities than women.

D. men and women are expected to occupy different roles in society. Gender egalitarianism deals with the division of roles between men and women in society. In low gender egalitarianism cultures, men and women are expected to occupy different roles in society.

Elliot needs to assign his team members the following tasks. One of the team members, Grace, is an extrovert. Which task is most appropriate for Grace?

D. moderating a team meeting to discuss how well the last development cycle went Extroverts tend to get much of their stimulation and energy from external sources such as social interaction. Some of the strengths of extroverts include gaining the support of others, networking at large social events, and driving important conversations in meetings. Of the listed tasks, moderating a team meeting is best suited to an extrovert. The other tasks are too solitary.

In a weekly project update meeting, Liza asks the following questions of one of her employees: "Why were you late meeting your last deadline? Were there external factors that delayed your work? Did other coworkers get their part of the assignment to you on time? Do you need more help from me?" What type of questions are these? A. closed B. rapport-building C. solution-oriented D. probing E. funnel

D. probing Probing questions are intended to analyze a business problem from every angle to uncover its root causes. Such questions can ensure that no explanation is overlooked, thus leading to a reliable understanding.

Your team is facing an aggressive deadline for a group writing project. Which of the following will be most helpful in ensuring that the project stays on track? A. investing in good virtual communication technology B. giving one team member few tasks so he or she can help others C. trading tasks regularly to keep ideas fresh D. regularly holding real-time conversations about the project E. working independently as much as possible to avoid wasting time

D. regularly holding real-time conversations about the project You'll inevitably need to make some hard decisions as the writing project evolves. These tough decisions are often difficult to manage without holding real-time conversations about the direction and content of your project.

Ethics means A. the skills needed to identify and overcome business problems. B. the practice of sharing all relevant information with stakeholders. C. a written code of conduct designed to guide the actions of a company. D. rules of conduct or moral principles that guide individual or group behavior. E. a set of guidelines for evaluating how much honesty to use in a given situation.

D. rules of conduct or moral principles that guide individual or group behavior Ethics are rules of conduct or moral principles that guide individual or group behavior.

David has just been appointed leader of a new virtual team. He senses that the team members have doubts about each other's competence. What can he do to alleviate this situation? A. take time during a meeting to review the company's mission statement B. encourage the team members to consider stakeholders in every discussion C. allow team members to choose the people they want to work with more closely D. schedule a time when people can share their professional accomplishments E. establish ground rules for their meetings from the very beginning

D. schedule a time when people can share their professional accomplishments Asking and responding to questions about one another's professional accomplishments, strengths, and weaknesses will help establish competence in the forming stage of virtual teams.

Karen and her team share ideas about how their team should approach work, and they spend some time debating which ideas to adopt. What stage is the team at? A. norming B. forming C. performing D. storming E. reforming

D. storming In the storming stage of team development, team members open up with their competing ideas about how the team should approach work. This stage is typically the least productive, since team members are attempting to make sense of uncertain roles, goals, and accountabilities.

During his annual performance review, Blake says to his supervisor, "So the two main ways that you want me to improve are to double-check my work for accuracy and to be more of a team player. Is that correct?" What active listening skill has Blake used? A. identifying B. paying attention C. reflecting D. summarizing E. sharing

D. summarizing The goal of summarizing is to restate major themes so that you can make sense of the big issues from the perspective of the other person. Ideally, you can show that you understand the major direction of the conversation. Blake does this by identifying the two main ways that his supervisor wants him to improve.

Which of the following techniques is most likely to make business messages more positive? A. exaggerating facts B. setting unrealistic expectations C. avoiding diplomatic words D. using constructive terms E. focusing on what a product lacks

D. using constructive terms In order to make business messages more positive you should use diplomatic, constructive terms related to your relationships and interactions.

Which of the following communication techniques show that someone has a team orientation? A. discussing only positives rather than focusing on negatives B. being open and transparent about the company's confidential matters C. using the FAIR test to evaluate what other people say D. using the pronouns "you" and "we" to discuss goals and needs E. keeping personal motivations hidden in the workplace

D. using the pronouns "you" and "we" to discuss goals and needs A team orientation is helpful for cultivating a sense of community. Speaking about "our needs" or "your needs" as opposed to "my needs" engenders trust and helps you come up with solutions that achieve mutual benefit.

Calvin, a human resources manager of K5 Textiles believes that the company can improve employee retention rates by improving employee benefits. In outlining his argument to the company's leadership team, he points out that a large technology firm had success with such a strategy. Calvin's message fails to convince K5's leadership team. Which of the following is the likely cause of their reaction? A. slanting of facts B. exaggeration C. unsupported generalization D. weak analogy E. faulty cause/effect argument

D. weak analogy As you make sense of business issues, you will often try to identify analogies with other organizations, people, or things. Strong analogies serve to bolster your arguments. However, weak analogies may lead to inaccurate conclusions and recommendations. Calvin made an analogy to a completely dissimilar business, so it was weak.

A learner mind-set implies that A. you have nothing to learn from the other people involved in the conversation. B. you intend to find contradictions in what other people have said or done. C. you avoid difficult conversations in order not to hurt the feelings of other people. D. you are committed to understanding other peoples' versions of interpersonal interactions. E. you intend to agree and comply with everything that the speaker says.

D. you are committed to understanding other peoples' versions of interpersonal interactions A message-delivery stance implies that you have nothing to learn from the other person involved in the conversation. In sensitive situations, others will resist your attempts to impose solutions if you use this stance. A learning stance involves a commitment to understanding others' stories—their retrospective versions of interpersonal interactions or their explanations of business successes and failures.

Your colleague Li has just finished drafting an important business proposal. Now he has asked you for advice on how to review the document. What should you tell him to do? A. Do a grammar check and spell check. B. Do a spell check, do the FAIR test, and proofread. C. Do the FAIR test and get feedback. D. Do a spell check, do a grammar check, and get feedback. E. Do the FAIR test, proofread, and get feedback.

E. Do the FAIR test, proofread, and get feedback. The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback (generally not needed for routine messages).

Which of the following people is most likely from a culture that is low in uncertainty avoidance? A. McKenna hates ambiguous situations and often demands clarification. B. Ivan wants to have strict and unchangeable work rules. C. Kelsey constantly tries to make the workroom more orderly and organized. D. Brian complains whenever a change is proposed. E. Erin proceeds to implement a deal after a verbal agreement has been reached.

E. Erin proceeds to implement a deal after a verbal agreement has been reached. Uncertainty avoidance (UA) refers to how cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations. People from low uncertainty avoidance cultures rely on the word of others they trust rather than contractual arrangements.

What is the relationship between honesty and competition? A. Too much honesty destroys competition. B. Businesses must commit fraud to compete. C. Truly honest businesses do not need to compete. D. Honesty and competition have no relationship. E. Honesty encourages competition on merit.

E. Honesty encourages competition on merit. The goal of honesty is not to reduce competition but to encourage competition on the merits and prohibit competition by cheating.

Alan is mentoring Pat, a younger colleague, in how to be a better business writer. As Pat was writing her last memo, she did the following things. Which one will Alan tell her she needs to change? A. Pat addressed the needs of her audience in the memo. B. Pat spent a long time planning before she started to write. C. Pat applied the FAIR test to the memo when she reviewed it. D. Pat made sure the memo was easy to read and easy to navigate. E. Pat drew primarily on her own opinions and expertise.

E. Pat drew primarily on her own opinions and expertise. As you craft business messages, it is advisable that you maintain a listener-centered approach. In the listener-centered approach, you seek as much input as reasonably possible from colleagues, clients, and customers. You ask them about their opinions, preferences, and areas of expertise. Pat did not do this, instead drawing primarily on her own opinions and expertise.

What does research consistently demonstrate about nonverbal communication? A. People are not good at masking their feelings, and most people are highly skilled in their ability to decode nonverbal signals. B. People are not good at masking their feelings, but most people are incapable of decoding nonverbal signals. C. People are good at masking their feelings, but most people still manage to decode nonverbal signals. D. People are good at masking their feelings, so most people are incapable of decoding nonverbal signals. E. People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals.

E. People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals. Nearly all people reveal their real emotions through nonverbal behavior, but research shows that most people are not consistently effective at decoding the nonverbal signals of others.

Which of the following is characteristic of the norming stage of team development? A. Team members get to know each other and try to gain acceptance. B. Team members share competing ideas about the task and roles, and conflict occurs. C. Team members easily manage to reach consensus even when there is conflict. D. Team members are still uncertain about what is required of them. E. Team members agree upon mutual goals and individual responsibilities.

E. Team members agree upon mutual goals and individual responsibilities In the norming stage of team development, the team arrives at a work plan, including various roles, goals, and accountabilities.

The Durable Business Machine Company has been around for almost a century and generally has a good reputation for accountability. Which of the following actions might harm its reputation for taking a stakeholder view? A. The company consistently pays its shareholders high dividends. B. The company offers its employees good benefits packages. C. The company develops products that meet customer needs. D. The company helps its employees develop professional skills. E. The company keeps profits high by eliminating pollution controls.

E. The company keeps profits high by eliminating pollution controls. In the business world, caring implies understanding the interests of others, cultivating a sense of community, and demonstrating accountability. A sense of accountability involves a feeling of responsibility to stakeholders, which includes all groups in society affected by the business. Cutting back pollution controls for the sake of profit shows a disregard for society as a whole.

Which of the following statements about business ethics is true? A. They are skills needed to identify and overcome business problems. B. They are of decreasing significance to businesses in the post-trust era. C. They are self-formulated values prioritized and adhered to by individuals in business. D. They measure the extent to which employees care for the needs of the business. E. They are commonly held principles in the business community for acceptable behavior.

E. They are commonly held principles in the business community for acceptable behavior. Ethics are rules of conduct or moral principles that guide individual or group behavior. Business ethics are the commonly accepted beliefs and principles in the business community for acceptable behavior.

Which of the following choices is a component of the reviewing process? A. audience analysis B. identifying the primary message C. determining the key points D. determining the message structure E. conducting the FAIR test

E. conducting the FAIR test The reviewing process includes three interrelated components: conducting the FAIR test, proofreading, and getting feedback.

Ayesha says "You're so generous!" in a sarcastic tone. Mario decides that Ayesha thinks he is cheap. What process has Mario just completed? A. filtering B. hijacking C. encoding D. synchronizing E. decoding

E. decoding Encoding is the process of converting meaning into messages composed of words and nonverbal signals. Decoding is the process of interpreting messages from others into meaning. Mario has just decoded Ayesha words and tone.

People reading a business message are most likely to be confused by a sentence that A. uses action verbs rather than passive verbs. B. uses active voice rather than passive voice. C. has parallel structure. D. contains redundancies to drive home the point. E. does not mention the subject.

E. does not mention the subject. When the subject or doer is missing from a sentence, readers may become confused.

In the Durable Manufacturing Company, he president, Alicia Hernandez, makes no more than five times what the lowest-paid worker earns. Alicia is often seen eating in the workers' lunchroom because she likes to hear opinions about how the work is going. Which term best describes the culture at the Durable Manufacturing Company? A. assertive B. collectivist C. individualistic D. hierarchical E. egalitariant

E. egalitarian The company is egalitarian. In egalitarian organizations, leaders avoid command-and-control approaches and lead with participatory and open management styles. Competence is highly valued in positions of authority. People of all ranks are encouraged to voice their opinions. Status symbols for leaders are discouraged. Salary ranges between the top and the bottom of the organization are quite narrow. Leaders are approached directly.

The primary purpose of the FAIR test is to make sure that business communications are A. concise. B. accessible. C. error-free. D. understandable. E. ethical.

E. ethical. The FAIR test is a way of ensuring ethical business communication.

Which of the following is a trait that contributes to the inherent diversity of a team? A. members with customer service experience B. members with retail experience C. members with engineering experience D. members with different levels of education E. members with a variety of ethnic backgrounds

E. members with a variety of ethnic backgrounds Inherent diversity involves traits such as age, gender, ethnicity, and sexual orientation.

In cultures that are high in uncertainty avoidance A. formalized policies are considered unnecessary. B. business interactions are informal. C. change is welcome and considered desirable. D. verification is sought through oral, not written communication. E. orderliness and consistency are held to be important.

E. orderliness and consistency are held to be important. Uncertainty avoidance (UA) refers to how cultures socialize members to feel in uncertain, novel, surprising, or extraordinary situations. People in high UA cultures often stress orderliness and consistency, even if it means sacrificing experimentation and innovation.

Olga thinks that all Americans are the same: hard-working, dishonest, and greedy. What is Olga displaying? A. projected cognitive similarity B. performance orientation C. cultural assimilation D. humane orientation E. outgroup homogeneity effect

E. outgroup homogeneity effect People tend to form two types of stereotypes when interacting with members of other cultures: projected cognitive similarity and outgroup homogeneity effect. Outgroup homogeneity effect is the tendency to think members of groups other than your own are all the same.

Which of the following behaviors indicates engagement by employees? A. viewing coworkers' motives with suspicion B. feeling resistant to new ways of doing things C. sharing news in the most positive way possible D. keeping one's motives to oneself E. putting in extra time to meet the company's goals

E. putting in extra time to meet the company's goals Engagement is a measure of how much employees are connected emotionally to their work, how willing they are to expend extra effort to help their organizations meet their goals, and how much energy they have to meet those goals.

Consider the following statement: "Employee managers can use our motivational tools to motivate their employees to increase productivity." The best way to make this statement concise is to A. eliminate the passive voice. B. remove empty phrases. C. replace a prepositional phrase with a verb. D. start with "It is" or "There are." E. remove redundant words.

E. remove redundant words. Removing the redundant words from a message is a way of making a business message concise. The above statement can be rewritten, "Managers can use our tools to motivate their employees to increase productivity."

Which of the following is the process of accurately understanding one's own emotions as they occur and how they affect one's behavior and thought? A. self-management B. empathy C. relationship management D. shared meaning E. self-awareness

E. self-awareness Self-awareness is the foundation for emotional intelligence. It involves accurately understanding your emotions as they occur and how they affect you.

Edgar's boss has told him that he needs to demonstrate more competence on the job. Which of the following actions will help him do so? A. taking on fewer projects at one time B. asking coworkers what their needs are C. working independently and not consulting others D. hiding his mistakes from his team members E. setting specific work goals and achieving them

E. setting specific work goals and achieving them Competence refers to the knowledge and skills needed to accomplish business tasks approach business problems, and get a job done. There are two traits associated with competence: a focus on action and an emphasis on results.

Which of the following can the FAIR test help you avoid? A. showing preference to one employee over another B. revealing confidential or proprietary information C. receiving low ratings from subordinates D. rationalizing unethical behaviors E. showing disrespect to other people

E. showing disrespect to other people One way to evaluate your communications is to use the FAIR test. The FAIR test helps you examine how well you have provided the facts; how well you have granted access to your motives, reasoning, and information; how well you have examined impacts on stakeholders; and how well you have shown respect.

In a business message, the function of a call to action is to A. summarize your message in a short, memorable away. B. outline the organizational structure for the reader. C. support the main message with evidence and opinions. D. orient the message to the needs of the readers. E. state explicitly what you want readers to do.

E. state explicitly what you want readers to do. In a business message, the purpose of a call to action is to elaborate on the initial position or recommendation. It offers specific steps to be taken.

A pharmaceutical company has a weekly meeting. Every week, the meeting starts with a story about a research breakthrough. What is the most likely reason for this tradition? A. to help the employees get to know each other B. to encourage employees to relate to senior management C. to establish a conversational tone D. to teach employees how to work as a team E. to remind employees of their common sense of purpose

E. to remind employees of their common sense of purpose Many companies start their meetings with a tradition that reinforces the core values of their organization. Such traditions create a common sense of purpose (one of the key ingredients of effective teamwork).

A major difference between high-assertiveness and low-assertiveness cultures is that people in low-assertiveness cultures tend to A. avoid silence in conversation. B. focus on results over etiquette. C. value unrestrained expressions of ideas. D. use tough language to establish dominance. E. use cooperative language and emphasize quality.

E. use cooperative language and emphasize quality. The cultural dimension of assertiveness deals with the level of confrontation and directness that is considered appropriate and productive. Less-assertive cultures stress equality and use cooperative language.

Jamila is concerned that her virtual teammates are misinterpreting each other's statements because they cannot see facial expressions and gestures. Which of the following possible solutions should Jamila suggest to her team leader? A. setting up a virtual watercooler B. opening with a contentious question C. taking minutes in real time D. asking team members to avoid multitasking E. using video during the meetings

E. using video during the meetings Using video has many benefits. First and foremost, it allows virtual team members to better interpret one another's verbal and nonverbal cues.

Pete, the marketing manager at Regal, believes that an employee should always act ethically and should also report instances of unethical behavior that he or she encounters. This belief held by Pete is an example of a A. fact. B. conclusion. C. position. D. priority. E. value.

E. value. Values refer to enduring beliefs and ideals that individuals hold.