BUS210

Racist language can be found in blunt statements and in subtle references. Which of the following could begin a racist statement? Select one: a. "Those people..." b. "Students are always..." c. "New employees need..." d. "Leaders and managers differ in..."

a. "Those people..."

A German investment firm sent a delegation to China to explore a joint project that seemed very promising. During the first two days of the visit, the Chinese hosts entertained the delegation with trips to Chinese cultural events and tourist locations. On the third day, they gave a sharp, effective presentation on the business venture, but by then, the Germans had decided against investing, because they felt the Chinese had spent too much time entertaining and not enough time on business. Which aspect of intercultural communication explains the Germans' error? Select one: a. Ethnocentrism b. Racial prejudice c. Intercultural localizing d. Intercultural inexperience

a. Ethnocentrism

You are preparing content for your company's website, and you want to ensure that you only use material you are legally entitled to. Which of the following pieces of legislation should you become familiar with? Select one: a. Fair Use Act b. Safe Harbor Provision c. Liability Limitation Act d. Publisher Satisfaction Clause

a. Fair Use Act

If you were asked to write a section of a company report, which type of writing style would you use and why? Select one: a. Formal. Reports should be written in clear business language. b. Casual. Using everyday language in makes you seem more relatable. c. Approachable. This type of language shows that you care about the average person. d. Colloquial. Using slang in the report will show readers that you are connected to societ

a. Formal. Reports should be written in clear business language.

Timothy Harris founded a company and received the Indiana Governor's Award for Achievement in Business and Entrepreneurship in 2011. After hearing of his accomplishments, you decide to launch a business of your own. You have no experience or education in the field, and the industry you are thinking about entering has a number of vibrant competitors. Your friends and family are discouraging you from taking this step, but you have chosen to ignore their comments, have stopped communicating with them, and continue to think about your new business. Your behavior is an example of which of the following? Select one: a. Internal monologue b. Social communication c. Interpersonal monologue d. Interpersonal communication

a. Internal monologue

A meeting about whether or not employees should be able to work from home for a few days a week has evolved into a discussion about employee benefits, vacation days, and other issues. As the leader of this meeting, you want to ensure that the main purpose of the meeting is resolved. Which of the following activities will enable you to ensure that the work-from-home issue is addressed? Select one: a. Redirect the discussion by highlighting the agenda b. Adjourn the meeting and set a new date for this issue c. Enable the discussion to continue and set a new date for this issue d. Participate in the extended discussion to guide it back to the original issue

a. Redirect the discussion by highlighting the agenda

Which of the following is an effective strategy for writing more effective emails? Select one: a. Reread, revise, and review. b. Generalize and avoid specifics. c. Be wordy to appear professional. d. Use abbreviations where possible.

a. Reread, revise, and review.

If a commuter is thinking about a project at work and stops to listen to an ad on the radio, her shift in attention is probably the product of which of the following? Select one: a. Selective attention b. Selective retention c. Selective exposure d. Selective perception

a. Selective attention

Your job requires you to interact with clients from all different industries. Some of these industries are familiar to you and others are areas in which you have little experience. In order to ensure that you are able to carry out your responsibilities and better meet customer needs, you conduct research on these fields. Which of the following levels of Maslow's Hierarchy of Needs does your behavior represent? Select one: a. Self-actualization b. Safety c. Need to know d. Self-esteem

a. Self-actualization

Which of the following is an example of a categorical closed-ended question? Select one: a. "What is your birth date? -- ____" b. "What is your gender? -- Male / Female" c. "What are the most important factors when purchasing a grocery store product? -- Price/Packaging/Shelf Location/Reputation" d. "Do you feel that this is a high quality product? -- Strongly Agree/Agree/Neither Agree nor Disagree/Disagree/Strongly Disagree"

b. "What is your gender? -- Male / Female"

Each person on your team is responsible for a section of the team's presentation, which will cover how the problem arose, the types of adjustments possible, how each adjustment compares to the others in cost and availability, and the resulting decision made by the team about how to solve the problem. Which of the following accurately lists the organizing principles used for this presentation and the order in which they will be presented? Select one: a. Chronological, cause/effect, classification, problem/solution b. Chronological, classification, comparison, problem/solution c. Chronological, classification, elimination, problem/solution d. Problem/solution, cause/effect, classification, chronological

b. Chronological, classification, comparison, problem/solution

Which of the following is an example of a closed-ended question? Select one: a. How do you like our product? b. How often do you visit our store? c. What do you think about our return policies? d. Why did you choose our product over the competition?

b. How often do you visit our store?

You are in a restaurant in New York City and want a sandwich on a long roll for lunch. You are from Philadelphia and order a hoagie. The waiter does not understand your request. Which aspect of the constructivist model of communication must be addressed in order to properly communicate your order to the waiter? Select one: a. Channels b. Receiver/source c. Message/feedback d. Negotiated meaning

b. Receiver/source

Carlo is listening to a peer share their perspective. Which action can Carlo to show that he is listening actively? Select one: a. Interrupt with questions b. Restate the message in his own words c. Repeat the phrase "I hear you" after each sentence d. Check for environmental distractions every few seconds

b. Restate the message in his own words

Which sentence in this statement from former Speaker of the House John Boehner's press conference on raising the debt ceiling is an example of an ethical lapse in presenting information? "(1) Our disagreement is over the idea of raising taxes on the very people we're asking to create jobs in our country. (2) I agree with the president that the national debt limit must be raised, and I'm glad that he made the case for it today. (3) But the American people will not accept -- and the House cannot pass -- a bill that raises taxes on job creators. (4) The House can only pass a debt limit bill that includes spending cuts larger than the hike in the debt limit, as well as real restraints on future spending." Select one: a. The first sentence b. The second sentence c. The third sentence d. The fourth sentence

b. The second sentence

As part of the team that creates designs and styles for shoes, the members of your group are empowered to make decisions about materials, colors, patterns and other aspects of shoe design. Each member takes pride in his or her work and little supervision of employees is needed. Which of the following management theories describes the ways in which these workers are viewed? Select one: a. Theory X b. Theory Y c. Control theory d. Motivational theory

b. Theory Y

Which of the following negative news statements is written in the most effective and meaningful way? Select one: a. "We are unsure about the impact this gas leak will have on the neighboring communities." b. "Customers should not be concerned about the recent news stories regarding the dangers associated with our product." c. "We have taken several steps to resolve the product malfunction and will be offering all customers the new version of the product free of charge." d. "To that end, we will take several actions to simplify our operations in 2017, including closing some of our company-owned stores and reducing staffing by a number of positions."

c. "We have taken several steps to resolve the product malfunction and will be offering all customers the new version of the product free of charge."

Paul is flying to a big meeting and typing an email to his coworker. He is sitting near a couple talking about their vacation and comforting a small child. He hears their conversation and the child's voice as incidental sounds. If Paul is filtering out this outside noise as not important, even though it is obviously present, what action is Paul likely taking part in? Select one: a. Active listening b. Voluntary hearing c. Accidental hearing d. Accidental listening

c. Accidental hearing

Your supervisor is explaining a complex new process to you. Which of the following actions would most clearly illustrate that you have attentively listened to the message she has communicated? Select one: a. Wait your turn to respond b. Be accepting of her explanation c. Acknowledge what she has said d. Keep your cool while she is speaking

c. Acknowledge what she has said

Which of the following characteristics about the concept of self are subject to change over time? Select one: a. Values b. Beliefs c. Attitudes d. Looking-glass self

c. Attitudes

Which of the following elements of a presentation is represented by Aristotle's concept of logos, or logic? Select one: a. Being ethical b. Being formal c. Being organized d. Being prepared

c. Being organized

Which of the following statements about connotative meaning is correct? Select one: a. Connotative meanings are universal b. Connotative terms can be found in the dictionary c. Connotative terms can be found in the community of users d. Connotative terms have no relationship to denotative terms

c. Connotative terms can be found in the community of users

A recent memo to your division includes the word "immediate" as it relates to action that must be taken by employees. Everyone in the group understands the meaning of this word and responds accordingly. Which of the following meanings of language does this represent? Select one: a. Connotative b. Contextual c. Denotative d. Paradigm

c. Denotative

Which of the following is necessary for centralized communication during a crisis? Select one: a. Creating a media plan b. Deciding which actions to take c. Designating a meeting place or location d. Providing education about relevant plans

c. Designating a meeting place or location

One of your competitors publicized a recent crisis at your company. You remedied the situation and sought to communicate the resolution to the public. However, your competitor is continuing the campaign, even though you anticipate that their message has lost ground. Which of the following elements of emotional communication is likely occurring? Select one: a. Emotional appeal b. Emotional testimony c. Emotional resistance d. Emotional expression

c. Emotional resistance

Bill's job as an account manager is to work with clients in his local area. Recent organizational changes require all employees to have contact with the company's global offices and clients in foreign regions. At a training session, employees were given examples of how to interact with employees and clients from these nations. Most employees understood the nature of these exercises and were open to learning how to work with people from different backgrounds and cultures. Bill, however, was very open in his comments about his opinions of people from these nations, and he claimed they were not as knowledgeable and skilled as the clients he works with in his home country. Which of the following behaviors is Bill demonstrating? Select one: a. Persuasion b. Receptiveness c. Ethnocentrism d. Non-judgmentalism

c. Ethnocentrism

As the new communications director for your division, you are responsible for the messages distributed on behalf of your group. The previous director's writing style was complex, which led to confusion, miscommunication, and misunderstanding. In your new role, which of the following rhetorical elements and cognate strategies should you strive for in order to avoid the your predecessor's mistakes? Select one: a. Pathos and tone b. Ethos and credibility c. Logos and conciseness d. Logos and arrangement

c. Logos and conciseness

You have received a complaint from a customer who is not pleased with the mattress they purchased 6 months ago. Your company's return policy clearly states that no returns are accepted after 90 days. The customer is insistent that you provide a refund, but you are unable to do so. Instead, you are able to offer the customer a partial credit on a future purchase. Which goal in the process of delivering negative news does this offer describe? Select one: a. Reducing anxiety b. Avoiding legal liability c. Maintaining the relationship d. Helping the customer accept the news

c. Maintaining the relationship

Kate and Leo are sitting in the company cafeteria, watching the streaming video of a business program on Kate's laptop. Their boss Joshua, in his office, has the same streaming video on his desktop computer, while Martin, who is using the photocopier in the room next door, is listening to it on his iPod. The four colleagues are all listening to the same program, because a fifth colleague is being interviewed by the program's host. At this moment in time, the streaming video represents which of the following communication contexts? Select one: a. Group communication b. Interpersonal communication c. Mass communication d. Public communication

c. Mass communication

For which of the following individuals does nonverbal communication play a larger role in how the recipient perceives what that person is saying? Select one: a. Manager b. Parent c. Politician d. Teacher

c. Politician

You are making a presentation to your new client's company and want to ensure that you are as effective as possible. Which of the following strategies should you use to determine how your speech may be received by your audience? Select one: a. Don't exceed the time allotted b. Make time for feedback to your presentation c. Practice reading your presentation out loud to control your tone d. Balance the need for attention to detail with getting your point across

c. Practice reading your presentation out loud to control your tone

You are considering using a moderator as part of your presentation for a press conference. What role does a moderator play at a press conference? Select one: a. Prepare visual and audio aids b. Hand out copies of your statement c. Redirect the press conference if it goes off-topic d. Ensure that seats are given to legitimate media representatives

c. Redirect the press conference if it goes off-topic

You are in working on a report on the company's sales figures for the past year. You are taking the time to ensure that all the data is accurate, and that your analysis of these figures is correct. Your supervisor keeps asking for the report and accuses you of procrastination. In reality, what task are you performing? Select one: a. Bypassing b. Clarification c. Reflection d. Revision

c. Reflection

Sugako uses the following statements to preview the contents of her speech: "First, I'll define the different types of rentals. Then I'll teach you why renting to young, professional families is your best bet. Finally, we'll go over how to work through the financing." What type of transitions has she used? Select one: a. Time transitions b. Internal previews c. Sequence transitions d. Clarification transitions

c. Sequence transitions

You include information about unemployment rates through the years in your presentation about American history. You note the high unemployment rate in November 1982 (10.8%), and you compare it with 2.5% in May 1953. Which of the following elements of the GASCAP/T method of organizing strategies are you using to communicate these figures? Select one: a. Authority b. Evidence c. Sign d. Testimony

c. Sign

Which of the following includes correct components of the Transactional Model of Communication? Select one: a. Receiver, Noise, Static, Source b. Source, Receiver, Context, Static c. Source, Receiver, Context, Message d. Source, Receiver, Context, Negotiated Meaning

c. Source, Receiver, Context, Message

Your supervisor has requested that you meet with other members of your unit to develop a report that outlines a set of recommendations for new procedures that will improve your unit's efficiency. What type of report will you produce? Select one: a. Case study b. Decision report c. Technical report d. Benchmark report

c. Technical report?

An effective sound bite is one that summarizes your main point and will be repeated by others. Which of the following statements about sounds bites is accurate? Select one: a. They should never include slogans b. They should never use vivid language c. They should always be clear and concise d. They should always be written by the speaker

c. They should always be clear and concise

How can introductions be used to ensure that a meeting is productive? Select one: a. They should be conducted following a roll call b. They need not be done if there is no new business c. They should be conducted even if only one person is new d. They need not be done if there is only one new person in attendance

c. They should be conducted even if only one person is new

Which type of visual communication shows the audience an item that is crucial to see for it to be understood in discussion, such as evidence in a criminal trial? Select one: a. Pie Graph b. Bar Graph c. Illustration d. Actual Object

d. Actual Object

During a meeting, your client makes a comment about how she wants to "make sense of things." Which of the following predicates of rapport does this represent? Select one: a. Visual b. Emotional c. Kinesthetic d. Auditory Digital

d. Auditory Digital

Austin is addressing a group of retirees living in an upscale retirement community about the community's fitness options. Which of the following pieces of advice should he consider to have the most impact on his audience? Select one: a. Speak from the heart b. Say the message in simple terms c. Add a new twist to a familiar phrase d. Consider the context of the message

d. Consider the context of the message

You recently presented to peers at one of your company's international locations. During the meeting, audience members asked questions, even though you had asked that all questions be held until the end. Some audience members also addressed each other during the presentation about the points you were making, though you had asked that no private conversations take place during the meeting. You were displeased with this behavior, since you felt that the behavior you expected was correct and their behavior was wrong. Which of the following describes your attitude toward their actions? Select one: a. Cultural b. Prejudice c. Stereotyping d. Ethnocentrism

d. Ethnocentrism

Your company bought new desks for its employees. The workstations come with high desks, tall stools, and stationary keyboard shelves. You are not happy with this new office furniture. Which of the following individual differences is the likely reason for your displeasure? Select one: a. Perceptual factors b. Cultural background c. Psychological factors d. Physical characteristics

d. Physical characteristics

You have always done well at work, but your new supervisor criticizes your performance and output. After two weeks on the job, you are no longer pleased with your work and your productivity decreases. Which of the following concepts does this represent? Select one: a. Self-image b. Self-esteem c. Looking-glass self d. Self-fulfilling prophecy

d. Self-fulfilling prophecy

Mike has two groups of friends. Each group has both invented words and repurposed existing words in unconventional ways. If either group were to overhear the other, Mike believes they would not be able to understand certain words. Which of the following terms best describes the words that each of these groups use? Select one: a. Dialect b. Euphemism c. Jargon d. Slang

d. Slang

You converse with a colleague, and find that you are both receivers and sources of information at the same time. In which of the following communication models are you participating? Select one: a. Constructivist b. Interpersonal c. Intrapersonal d. Transactional

d. Transactional

Steve is a customer service representative who receives hundreds of emails each day. He has been reprimanded by his boss for failing to respond to these emails, which are indicated to Steve by an audible tone on his computer. Which of the following statements about hearing and listening appears to apply to Steve's lack of responsiveness? Select one: a. Hearing is voluntary b. Listening is accidental c. Listening is being taken for granted d. We can block out things that we hear

d. We can block out things that we hear

As you watch the construction of your new office building, a scaffold breaks, and several workers hold on to the ropes and await rescue. Which of the following questions should be focused on first during this crisis? Select one: a. Who is involved? Are they important? Is it news? b. When did it happen? What is the crisis? Is it news? c. Who was involved? How is it relevant to the audience? d. Who is involved? What is happening? Where is it happening?

d. Who is involved? What is happening? Where is it happening?

In your role as a marketing manager, you are required to communicate with the manufacturing and sales departments, analyze the information you receive, and then share it with your marketing staff. You want to be as clear and effective as possible, and you need to understand the impact of both written and verbal communication. Which of the following accurately describes these processes? Select one: a. Written communication is rarely asynchronous, and verbal communication is often asynchronous. b. Verbal communication is often more difficult to understand than written communication. c. Written communication is often more difficult to understand than verbal communication. d. Written communication is often asynchronous, while verbal communication is often synchronous.

d. Written communication is often asynchronous, while verbal communication is often synchronous.

Which of the following parts of a negative news message involves neutral or positive information? Select one: a. Buffer b. Explanation c. Redirect d. Soft sell

a. Buffer

Mutuality means to evaluate viewpoints, find common ground, and ensure that communication does which of the following? Select one: a. Is inclusive b. Is exclusive c. Is ethnocentric d. Serves one purpose

a. Is inclusive

The CEO of your major competitor is running an ad campaign in the newspapers and online stating that your products have caused harm and injury to numerous consumers, and that people should buy their products instead. As a result, your sales have declined and your company's reputation has suffered. These claims are not true. Which of the following civil wrongs has been committed? Select one: a. Libel b. Slander c. Plagiarism d. Copyright infringement

a. Libel

Restating a message in your own words (as a message-receiver) and asking questions (as a message-sender) are ways to encourage which process? Select one: a. Hearing b. Active listening c. Focusing your thoughts d. Fostering internal dialogue

b. Active listening

When we reveal something about ourselves, we expect that others will reciprocate. What is the formal term for this phenomenon? Select one: a. Risk b. Dyadic effect c. Self-disclosure d. Social penetration

b. Dyadic effect

The following groups reflect which of the Gestalt organizing principles, respectively? "A house, its lawn, its garage" "Step 1, Step 2, Step 3" "Peanut butter, cream cheese, margarine." Select one: a. Similarity, symmetry, closure b. Closure, proximity, symmetry c. Figure and ground, continuity, similarity d. Symmetry, figure and ground, uniformity

c. Figure and ground, continuity, similarity

What are cognate strategies? Select one: a. How you impart information to an audience b. How you persuade an audience to take action c. How you research a topic to understand it fully d. How you choose the tactics that reach your audience

d. How you choose the tactics that reach your audience

Which of the following statements about communication is true? Select one: a. Few people are good communicators. b. Outside factors never influence communication. c. Manual dexterity always influences your ability to communicate. d. Inability to communicate impacts your sense of self (self-concept).

d. Inability to communicate impacts your sense of self (self-concept).

Which of the following styles is represented in this sentence? "As you know, we will be launching our new manufacturing process at the beginning of next month." Select one: a. Conversational b. Formal c. Indirect d. Passive

d. Passive

Physiology Past experiences Culture Present feelings

4 types of perception

Control - the need to maintain a satisfactory relationship with people with respect to power and influence. In business, autocrats are those who make self-directed efforts to control their situation. They may be described as self-driven and responsible. Abdicrats are the followers who look to others for direction and control. Democrats fall somewhere in the middle, looking to get things done through teamwork. Inclusion - the need for belonging. Oversocials don't want to be excluded or ignored and may crave the spotlight Undersocials may feel just the opposite and want to be left more alone. Affection - the need for appreciation and recognition. Underpersonals may shy away from interactions Overpersonals may have a strong need for interactions and to be liked.

Schultz, FIRO

Under which type of leader is there an emphasis on the group, orientation, and education? Select one: a. Leader-as-coach b. Leader-as-director c. Leader-as-conductor d. Leader-as-technician

a. Leader-as-coach

Which of the following forms of framing determines what news or information reaches a mass audience? Select one: a. Interest b. Distribution c. Gatekeeping d. Agenda setting

c. Gatekeeping

The company where you work is merging with another organization. It is not yet clear what this will mean for company employees and you are concerned for your job. You have contacted your supervisor and other organizational leaders to find out what this change will mean to you and how employees should handle the change. According to Schutz's Theory of Interpersonal Needs, what kind of behavior are you exhibiting? Select one: a. Abdicrat b. Autocrat c. Undersocial d. Underpersonal

a. Abdicrat

You have just been promoted to a manager position in your department. Having worked with the employees you will now be supervising, you have learned that they have a strong work ethic. As a result, you anticipate that their productivity will continue under your supervision. Which of the following concepts does this illustrate? Select one: a. Beliefs b. Attitudes c. Looking-glass image d. Self-fulfilling prophecy

a. Beliefs

One of the members of your group continually interrupts when other members are speaking. He continually attempts to insert his point of view and tries to steer the project into a different direction. Which of the following team roles does this describe? Select one: a. Blocker b. Evaluator c. Recognition seeker d. Special-interest pleader

a. Blocker

Which of the following statements about open-and closed-ended questions is accurate? Select one: a. Closed-ended questions limit the range of answer options. b. Closed-ended questions allow for a range of answer options. c. Open-ended questions can only be answered in one way. d. Open-ended questions may be answered with a "yes" or "no" response.

a. Closed-ended questions limit the range of answer options.

Which of the following would be an effective strategy for determining if an audience would understand your presentation, given that you already know their demographics? Select one: a. Connect with an audience member in advance b. When using unfamiliar terms, try not to contextualize them c. Ask someone with different characteristics from your audience d. Use jargon that is understood by some of your audience members

a. Connect with an audience member in advance

A former spokesperson was quoted as saying "What you heard is not what I meant." This statement acknowledges how negotiating and confirming meaning is an important part of the communication process. Which communication model focuses on this issue? Select one: a. Constructivist b. Interpersonal c. Intrapersonal d. Transactional

a. Constructivist

An office manager sends a memo to the organization noting that for three consecutive days during the past two months, employees have shown up for work at least 30 minutes late. She anticipates that these poor punctuality practices will continue in the future. Which of the Gestalt organizing principles does this illustrate? Select one: a. Continuity b. Similarity c. Symmetry d. Uniformity

a. Continuity

An ambitious middle-aged commuter stops thinking about her job to listen to an ad on the radio because it begins with a song she recognizes from her childhood. Which audience trait did the ad use to successfully grab her attention? Select one: a. Demographic b. Education c. Linguistic d. Professional

a. Demographic

One of a company's primary products has malfunctioned in several situations and caused several injuries. The CEO of the company issued a public statement about the events and how the company will address the situation. A press conference will be held at the end of the day. Which of the following elements of a crisis communication plan do these actions represent? Select one: a. Designating a spokesperson b. Presenting a thesis statement c. Assessing needs for examination d. Offering an organizational culture statement

a. Designating a spokesperson

You are about to inform one of your departments that their request to relocate to another part of the building has been denied. This group always tries to be clear and concise in its communications. What format should be used to inform the group that they will not be moving to a new location? Select one: a. Direct b. Indirect c. Interpersonal d. Neutral

a. Direct

For two days, Brazilian hosts entertained a Swiss business delegation with trips to Brazilian cultural events and tourist locations. On the third day, they presented a concise, effective business proposal to the Swiss. However, by then, the Swiss had decided against investing, because they felt the Brazilians had spent too much time entertaining and not enough time on business. The Swiss wanted more time spent on actual business as a gesture of perceived importance. Which of the following characterizes the divergence in the Swiss and Brazilian cultural orientations in this example? Select one: a. Direct vs. indirect b. Materialism vs. relationships c. Future-oriented vs. present-oriented d. Low power distance vs. high power distance

a. Direct vs. indirect

What is the difference between exposition and interpretation? Select one: a. Exposition calls for public display of complex information and associated relationships, and interpretation calls for the adaptation of information for communication. b. Interpretation calls for public display of complex information and associated relationships, and exposition calls for the adaptation of information for communication. c. Exposition calls for the use of biased information, and interpretation calls for the display of complex information. d. Exposition calls for public management of complex information and associated relationships, and interpretation calls for the adaptation of information for communication.

a. Exposition calls for public display of complex information and associated relationships, and interpretation calls for the adaptation of information for communication.

Which of the following statements about language is true? Select one: a. It is a system of symbols, words, and gestures used to communicate meaning. b. It is cultural; if you are not born into the culture, you cannot learn the language. c. Very complex ideas, like mathematical concepts, cannot be conveyed through language. d. All meaning in language is conveyed by words; dictionaries contain all possible meanings.

a. It is a system of symbols, words, and gestures used to communicate meaning.

You are preparing a message that will introduce your company's new product. It is difficult to tailor the message to your audience, given the outlet you are using. Which of the following communication contexts is being used? Select one: a. Mass communication b. Segmented communication c. Group communication d. Interpersonal communication

a. Mass communication

Bob is the head of a group that has been tasked with creating a tagline for the company's new advertising campaign. Other tasks associated with this project include creating graphics to illustrate the tagline, writing a jingle for a commercial, and drafting designs for a website. Each member of the group has ideas about every element of the project, which has made it difficult for any work to get done. As leader of the group, Bob has determined that members of the group with specific expertise in each discipline should work together. What kinds of groups is Bob creating? Select one: a. Microgroups b. Primary groups c. Reference groups d. Secondary groups

a. Microgroups

As Director of Human Resources, you are responsible for communicating new policies to employees. During an earlier meeting, you informed employees that the number of sick days had been reduced and that they would not have as many paid holidays. Employees did not respond well. The company added paid vacation days to offset the new policy. At the most recent meeting, employees were not as hostile. Which of the following explains the improved reception at the second meeting? Select one: a. Persuasion b. Motivation c. Reciprocity d. Measurable gain

a. Persuasion

Your company offers several different versions of a laundry detergent. At the upcoming company meeting, you want to present the percentage of sales each product represents. Which graphic will be the most effective in illustrating these numbers? Select one: a. Pie chart b. Bar chart c. Line graph d. Table chart

a. Pie chart

If your skills, experience, education, and accomplishments are the perfect fit for a specific job opening, what type of resume should you submit with your application? Select one: a. Targeted b. Scannable c. Functional d. Reverse chronological

a. Targeted

Which of the following behaviors do many expatriates experience after living abroad for extended periods of time? Select one: a. They tend to adopt the ways of the host country b. They tend to resent the culture of their host country c. They tend to resent the culture of their home country d. They tend to only socialize with natives of their host country

a. They tend to adopt the ways of the host country

Which of the following best describes the goal of a negative news message? Select one: a. To be clear and concise in your delivery and content b. To avoid using a buffer to communicate your message c. To present the information from the viewpoint of the messenger d. To present your point of view, but avoid offering an explanation

a. To be clear and concise in your delivery and content

Your thoughts about your company's policies toward women and minorities is firm, and you continue to encourage management to treat employees in a more equitable manner. Which of the following characteristics does this behavior represent? Select one: a. Values b. Beliefs c. Attitudes d. Self-image

a. Values

Which of the following statements is the most direct example of delivering negative news? Select one: a. Your request for an extra vacation day has been denied. b. Thank you for your grant proposal. We are sorry to report that your request was not approved for funding. c. Unfortunately, all funds allocated for this project have been distributed and your request is being denied. d. While you made a valid argument for requesting a refund, our policy is firm and no refunds are offered for any reason.

a. Your request for an extra vacation day has been denied.

You have just relocated to one of your company's international offices. You are excited about the opportunity, and you are making the transition to living abroad. Which of the following aspects of your international assignment does this describe? Select one: a. Preparation b. Acculturation c. Culture exchange d. Acceptance of host culture

b. Acculturation

Which of the following is the most important rule of public interviews? Select one: a. Interviews matter less in a crisis communication situation. b. Any information you share could be quoted by entertainment or news media. c. Everything the interviewee says must be able to be condensed down to thirty second or less. d. Never say anything you would not feel comfortable hearing quoted out of context on the evening news.

b. Any information you share could be quoted by entertainment or news media.

Your approach to making a presentation has been consistent over time. Your strategies have been effective, and you are hesitant to revise your style or methods. The company has hired a speech coach to enhance the skills of the company's employees. You have been resistant to make changes, but have come to recognize that the coach's ideas have merit. Which of the following characteristics does this slow change in thinking represent? Select one: a. Attitudes b. Beliefs c. Self-esteem d. Values

b. Beliefs

Nera has an idea for a new product that would bring in income for her organization. She wants to share her idea in a persuasive manner, include a defined outcome, and show how it might solve the company's need for additional income. What type of document should Nera write? Select one: a. Analytical Report b. Business Proposal c. Marketing Material d. Letter to the Supervisor

b. Business Proposal

Which of the following are challenges associated with communicating ethically? Select one: a. Clarity b. Egalitarianism c. Formality d. Precision

b. Egalitarianism

You give presentation to a group of diverse workers at a manufacturing plant. Some of these people are from top management, others are line workers, and others have mid-level positions. Which of the following characteristics will you exhibit when you share your material in a way that is relevant to your entire audience? Select one: a. Ethics b. Egalitarianism c. Formality d. Preparedness

b. Egalitarianism

Rhetoric can be used to evaluate oral and written communication. Which aspect of rhetoric is met when the communication is viewed as both ethical and credible? Select one: a. Chronos b. Ethos c. Logos d. Pathos

b. Ethos

You are about to be evaluated on your job performance during the past 6 months. You feel that you have met or exceeded your goals. However, during the meeting with your supervisor, he reviews your work as poor, and cites many examples of projects that were not completed on time or to specifications. You disagree with this assessment. What is the best way to respond to these comments? Select one: a. Stop your supervisor to point out the errors in the review. b. Focus on your supervisor's points and maintain professionalism. c. Bring up past evaluations where you have received more positive feedback. d. Repeat the words used by your supervisor to point out how the assessment is inaccurate.

b. Focus on your supervisor's points and maintain professionalism.

This transcript won first place in the elevator speech stage of a business plan competition at the University of Dayton. Even so, it deviates from the recommended content of elevator speeches. Which of the following describes that deviation? Let's face it. Sometimes, men just don't understand women, and that's OK. We don't expect you to all the time. But it would be nice if a male who was developing an iPhone app for us understood us better. Ten million female iPhone users have repeatedly shown interest in the app market. But there are two problems here: One, not a lot of apps exist for women and, two, the apps that do exist kind of fall short of the mark -- and that's mainly because men are developing them. So, our team, we believe we can connect with this dissatisfied and under-targeted market to develop very tailored apps specifically for women. We're seeking a $100,000 investment in exchange for a 25% stake in equity and a 10x return. We'll roll out one app quarterly, starting in six months from the initial investment. We expect break-even to occur by the end of year one. We're MissApp, we're designing for women, and it's because, well, women like technology too. Select one: a. It does not begin with a hook. b. It does not introduce the speaker. c. It does not cover benefits or advantages. d. It converses with the audience too informally.

b. It does not introduce the speaker.

In what way is the agenda item of "New Business" used to ensure meetings are productive? Select one: a. It offers a report for group activities b. It provides a list of items for discussion and action c. Unresolved items from the previous meeting are discussed d. It provides the opportunity to offer news about items not discussed

b. It provides a list of items for discussion and action

You are presenting your organization's plans for the coming year to shareholders. This information is designed in a way that will help them determine which way they should vote on these plans. Which of the following tactics is essential in ensuring that the audience will listen to what you have to say? Select one: a. Keep your presentation brief b. Make the information relevant c. Present the information in a novel way d. Use framing to describe the information

b. Make the information relevant

On June 4, 2012, President Obama made the following statements to an audience at Cuyahoga Community College in Cleveland, Ohio: "We were told that huge tax cuts, especially for the wealthiest Americans, would lead to faster job growth. We were told that fewer regulations, especially for big financial institutions and corporations, would bring about widespread prosperity. We were told that it was OK to put two wars on the nation's credit card; that tax cuts would create enough growth to pay for themselves. That's what we were told." What two ethical qualities did the President develop by using "we" in this passage? Select one: a. Respect and trust b. Mutuality and reciprocity c. Non-judgmentalism and respect d. Honesty and non-judgementalism

b. Mutuality and reciprocity

What is the difference between motivation and persuasion? Select one: a. Persuasion is a process; motivation is its foundation. b. Persuasion is a process; it can motivate or change your audience. c. Persuasion can be negative or positive; motivation is always positive. d. Persuasion can move people to take action, but motivation results in measurable gain.

b. Persuasion is a process; it can motivate or change your audience.

Which of the following words might indicate that we are trying to intentionally manipulate the meaning of our message? Select one: a. Benefit b. Preowned c. Sale d. Used

b. Preowned

George will be part of the group that is creating a new tool for his company. The profile and mechanics for this tool are new and very different from previous models, but George feels that his past design experience will be applicable to this project. Which of the following describes George's expectations? Select one: a. Conventions b. Preunderstanding c. Selection d. Stimuli

b. Preunderstanding

Mary enjoys spending time with her siblings, her classmates, and her neighbors. What group is Mary affiliating with? Select one: a. Task group b. Primary group c. Reference group d. Secondary group

b. Primary group

Which of the following is part of the Gestalt principles of organization? Select one: a. Perception b. Proximity c. Remembering d. Selection

b. Proximity

What kind of table should be in a meeting room if the collaboration among attendees is required? Select one: a. Square b. Round c. U-shaped d. Rectangle

b. Round

You are meeting with a client who speaks very quickly. How should you speak with this client to help build rapport? Select one: a. Speak at your normal pace, since that is natural for you. b. Speak at a rate that matches the client's speech to mirror their pattern. c. Speak more slowly than the client to reduce the pace of the conversation. d. Speak more quickly than the client to keep the conversation going at a rapid pace.

b. Speak at a rate that matches the client's speech to mirror their pattern.

Which of the following statements about email usage is correct? Select one: a. Abbreviations are acceptable, since an email message should be brief b. Test any links you include in the message, since you should ensure they work c. A closing signature is not necessary, since it will be evident that you are the sender d. No additional action is needed if you are sending large files, as long as you note this in your message

b. Test any links you include in the message, since you should ensure they work

Your company promotes worker participation, emphasizes job rotation, skills development, and loyalty to the company. This represents a combination of both American and Japanese styles of management, and is known as which of the following theories? Select one: a. Theory Y b. Theory Z c. Influence Theory d. Motivational Theory

b. Theory Z

Your small group has been tasked with coming up with a new menu for your company's employee cafeteria. Many employees want to be a part of the process and have joined your group. As a result, the large number of people in the group has created an overwhelming growth in interactions and has made it difficult to come to any decisions. Retaining the numbers of the original small group would have facilitated better results. How many members make up this kind of small, more efficient group? Select one: a. One to two people b. Three to eight people c. Nine to fifteen people d. Sixteen to thirty people

b. Three to eight people

Which of the following statements best describes the goal of business communication? Select one: a. To elevate one's position in the company. b. To receive information that leads to a result. c. To share all information necessary to achieve a business result. d. To receive information that helps the businessperson build a case for the sale.

b. To receive information that leads to a result.

If you present information to an audience but do not ask them to do anything with it, what is the most accurate way to describe the purpose of your speech? Select one: a. To gain skills b. To share information c. To change perceptions d. To increase understanding

b. To share information

Bill and Nancy are part of a team responsible for determining steps for manufacturing a new racing bicycle. They are now conducting a cost-benefit analysis. Which stage of the group problem solving process have they reached? Select one: a. Decide on a solution b. Implement a solution c. Analyze the problem d. Consider possible solutions

c. Analyze the problem

During a presentation, you provide your audience with an example of how the concept you are exploring is used in everyday life. Which of the following strategies for improving verbal communication are you using? Select one: a. Defining your terms b. Using precise words c. Considering your audience d. Checking for understanding

c. Considering your audience

Any team leader may face several challenges. For one type of leadership style, while the leader has been chosen by the group, some team members may feel ignored and that the leader does not represent their interests. What kind of leader does this describe? Select one: a. Emergent b. Autocratic c. Democratic d. Leader-as-conductor

c. Democratic

Hello Ms. Johnson - Thank you for providing feedback regarding the project proposal. As a result of your feedback, I will revise the summary and add discussed details to the project outcome. I will send you the updated proposal for review on Monday. Select one: a. Colloquial. Ayana used regionally appropriate phrases. b. Colloquial. Ayana used formal language to provide unnecessary information. c. Formal. Ayana used professional language that is concise. d. Formal. Ayana used everyday words and wrote as if she was communicating with a friend.

c. Formal. Ayana used professional language that is concise.

Source is one of the eight essential components of communication. Which of the following is the best description of source? Select one: a. The response to messages b. The setting, scene, or expectations c. Imagines, creates, and sends messages d. The physical or psychological atmosphere

c. Imagines, creates, and sends messages

Your work takes you to several Spanish-speaking countries. This is the only factor you consider when characterizing these individuals. As a result, you believe that communication between these people is which of the following? Select one: a. Ethnocentric b. Intercultural c. Intracultural d. International

c. Intracultural

Monika is preparing for an interview at a healthcare organization. She is excited, and imagines the types of questions she will be asked. She even allows herself to visualize her office. What type of communication is Monika taking part in? Select one: a. Intracultural b. Intercultural c. Intrapersonal d. Interpersonal

c. Intrapersonal

Which of the following statements about presenting negative news in written form is true? Select one: a. It is not open to interpretation. b. It is usually open to interpretation. c. It allows more time to preparation of the message. d. It allows the sender to put the message together hastily.

c. It allows more time to preparation of the message.

Your company installs roofing. Your marketing department has come up with a new campaign that uses a quote from John F. Kennedy, "The time to repair the roof is when the sun is shining." Which of the following legalities would you be violating if you used this quote without stating the source? Select one: a. Libel b. Slander c. Plagiarism d. Copyright infringement

c. Plagiarism

While visiting one of the company's global branches, Pat was invited to an after-work dinner party. His invitation noted that the evening would being at 8PM. To be polite and punctual Pat arrived at a few minutes past 8:00, but was surprised to see that no else was there. Eventually, people began to arrive and Pat asked about the start time to be sure he read the invitation correctly. He was informed that in this culture, people did not show up for an event until quite a while after the designated time. Which of the following orientations does this describe? Select one: a. Short-term focus b. Long-term focus c. Polychromatic time d. Monochromatic time

c. Polychromatic time

Which of the following can help to reduce or eliminate the storming stage at a meeting? Select one: a. Arrange the seats in rows b. Prepare goals for the meeting c. Prepare a clearly defined agenda d. Email a reminder the morning before

c. Prepare a clearly defined agenda

Which of the following best describes a press conference? Select one: a. A written document outlining a need b. Informal presentation of information c. Presentation of information to the media d. A prepared scenario that organizes information

c. Presentation of information to the media

Which of the following perception factors will most likely impact employees of a company that is moving to a new office due to changes in management? Select one: a. Cultural b. Physical c. Psychological d. Social

c. Psychological

Sharing negative news with the public in an effective way can be challenging. A meaningful headline is essential to ensure your message is received effectively. Which of the following press release headlines is most effective, clear, and concise? Select one: a. Hostess Brands is Closed b. NETDAY96 For Our State Announced c. Ralph Lauren Corporation Announces CEO Departure d. ING Re-balances Hedge Portfolio for Employee Options

c. Ralph Lauren Corporation Announces CEO Departure

As a new employee at your company, you are uncertain about how you will fit in, fearful about the unfamiliarity of a new job, and worried about how you will get acquainted with your co-workers. Which of the following theories describes your behavior? Select one: a. Dyadic Theory b. Reciprocal Theory c. Social Penetration Theory d. Predicted Outcome Theory

c. Social Penetration Theory

A group member who is a special interest pleader is best categorized as which of the following? Select one: a. Someone seeking attention through humor b. Someone performing a positive group role c. Someone performing a negative group role d. Someone who is an ex-member of the group

c. Someone performing a negative group role

Two individuals in a newly-formed group have conflicting views about which one should lead the group. The conflict is resolved when the members take a vote. The conflict and the vote represent which stages in group development? Select one: a. Forming and norming b. Forming and storming c. Storming and norming d. Norming and performing

c. Storming and norming

Which management theory is characterized by workers who are trusted to do their best jobs and managers who are trusted to support workers? Select one: a. Theory X b. Theory Y c. Theory Z d. Systems Theory

c. Theory Z

Why are clichés considered a barrier to communication? Select one: a. They substitute one word for another word that may be offensive. b. They are the deliberate use of words to disguise or change meaning. c. They are words or phrases that have lost their impact through overuse and time. d. They are occupation-specific, and some people may not understand the reference.

c. They are words or phrases that have lost their impact through overuse and time.

As you prepare your next presentation to the sales department, you consider the elements you will cover during the meeting. You will discuss some issues that many employees have been talking about during the past few months. Which function of "gatekeeping" does your strategy represent? Select one: a. Culture b. Framing c. Repetition d. Agenda setting

d. Agenda setting

Which of the following formats is the most effective way to deliver a negative news message to your employee about his/her breach of acceptable work policies? Select one: a. Explain the problem in an email to the employee. b. Leave a sealed note on the door of the employee's locker. c. Invite the employee to lunch and explain the problem then. d. Ask the employee to meet with you privately in your office.

d. Ask the employee to meet with you privately in your office.

You are composing a letter to a prospective client, describing the services your company provides and how those services are delivered to each customer. Which of the following styles should you use when writing this letter? Select one: a. Indirect, because you do not want to appear pushy b. Plain English, because you want to be clear and concise c. Formal, because you do not want to that a relationship exists d. Conversational, because you want to develop rapport as soon as possible

d. Conversational, because you want to develop rapport as soon as possible

Which of the following is associated with defensive communication? Select one: a. Small talk b. Gunnysacking c. Empathetic listening d. Face-saving strategies

d. Face-saving strategies

Which of the following describes the differences between hearing and listening? Select one: a. Hearing is focused, while listening is intentional b. Hearing is intentional, while listening requires focus c. Hearing is an active process, while listening is effortless d. Hearing is effortless, while listening is an active process

d. Hearing is effortless, while listening is an active process

Which of the following elements of communication is represented by these examples of oral and written applications? Oral Application: "Sue misses a call from Jack because she didn't take into account the time difference in their locations." Written Application: "Jack waits for a call from Sue, but she doesn't call." Select one: a. Channel b. Context c. Environment d. Interference

d. Interference

Sandy recently heard that the company will be downsizing, and that several departments may be eliminated. Afterwards, he began to think about how he might be called into his supervisor's office to be fired. He considered the words she might use, the personal items he might have to pack before leaving the company, and what he might say to his family. Because of this, he is unable to focus on his work. What kind of behavior does this describe? Select one: a. Belonging b. Self-concept c. Dimension of self d. Internal monologue

d. Internal monologue

Ulani is a graphic artist who spends most of her day working independently to create images that capture the features, feelings, and facts about the company's products that the director of advertising tells her to portray. Because of this, what form of communication does Ulani experience during most of her workday? Select one: a. Structural communication b. Corporate communication c. Interpersonal communication d. Intrapersonal communication

d. Intrapersonal communication

You have just presented a speech to a local business group about the ways your company can meet their organizational needs. After the speech, you consider the response from the audience and the ways you can enhance your presentation in the future. Which of the following communication contexts does this behavior represent? Select one: a. Mass communication b. Public communication c. Interpersonal communication d. Intrapersonal communication

d. Intrapersonal communication

Which of the following accurately describes the nature of interpersonal communication? Select one: a. It does not focus on prior history b. Emphasis is placed on the relationship c. It is not distinct from personal interaction d. It is dependent on the size of the audience

d. It is dependent on the size of the audience

You are the lead engineer at a bicycle manufacturing firm. You have been spearheading a project that uses technology to increase bicycle racers' performance. You have discussed this project with other engineers, and you have been asked to write a report for the company's manufacturing department. You would like to simply write down your conversations with the engineers, rather than compose something new. Is this a good idea? Select one: a. Yes, because if the engineers understood your comments, those in manufacturing should as well. b. Yes, because using the same words and phrases in oral communication can easily convey your message when used in written communication. c. No, because oral communication is the most effective means of communication. d. No, because written communication will not elicit the same feedback from the manufacturing department as oral communication.

d. No, because written communication will not elicit the same feedback from the manufacturing department as oral communication.

Which of the following best describes values in explicit-rule cultures? Select one: a. People often focus on rules for every circumstance. b. People value individual freedom and personal independence. c. People value family or community over the needs of the individual. d. People discuss rules and expectations clearly to make sure the rules are known.

d. People discuss rules and expectations clearly to make sure the rules are known.

Which of the following lists the three types of messages? Select one: a. Ethos, pathos, and logos b. Good news, last news, and neutral news c. Primary news, secondary news, and last news d. Primary news, secondary news, and auxiliary news

d. Primary news, secondary news, and auxiliary news

John is presenting a new software system to all of the company's employees. He is the expert on how the system works, the features and benefits of the program, and how it is an improvement over the old system. He knows that people don't generally like change, and he expects that there will be many questions and comments from the audience. Which of the following behaviors should he exhibit to ensure that he and the audience can develop a relationship during the session that is interdependent? Select one: a. Ethics b. Mutuality c. Non-judgmentalism d. Reciprocity

d. Reciprocity

Cheryl has a strong work history, no gaps in employment, and can highlight specific skills and experiences. Which type of resume would best highlight Cheryl's work history? Select one: a. Scannable b. Functional c. Combination d. Reverse Chronological

d. Reverse Chronological

Maslow and Schultz both developed theories about interpersonal needs. Which of the following describes the primary difference between these theories? Select one: a. Maslow's theory incorporates "overpersonals" b. Schultz's theory incorporates our "need to know" c. Maslow believes that our needs operate on a continuum d. Schultz believes that our needs operate on a continuum

d. Schultz believes that our needs operate on a continuum

You had a meeting with your new client's team recently, and you included a wide range of visual aids, such as PowerPoints, videos, and demonstrations. Audience members also had the opportunity to try the new product during the presentation. After the meeting, several members of the team approached you to say how much they enjoyed your presentation and the chance to try out the product. It appeared that they focused on this specific part of your presentation. Which element of selective perception does their behavior illustrate? Select one: a. Selective attention b. Selective exposure c. Selective response d. Selective retention

d. Selective retention

A shoe design company had a design process in place for many years. All employees operated with a clear understanding of the way the process worked. The company was sold, and the new owners implemented a new system. The employees are not pleased. Which of the following explains the employees' preference for the original process? Select one: b. Paradigms c. Semantics d. Symbolic

d. Symbolic

You sent an email to your team with information about an upcoming project. In this email, you included the deadline for the project and the team members who will participate. However, you did not include a list of the tasks assigned to each member, or the hierarchy of who reports to whom. As a result, there is confusion and uncertainty about the project's next steps. Which of the following activities should you have done with this email before you distributed it to the team? Select one: a. Bypassing b. Proofreading c. Reflecting d. Targeting

d. Targeting

As the CEO of a growing online travel service, you want to ensure that your company promotes trips that are popular with travelers of all ages. As part of your marketing campaign, you cite the growth in attendance at national parks. The National Park Service indicated that attendance in 2016 increased over attendance in 2015. Which of the following GASCAP/T organizing principles does mentioning the National Park Service represent? Select one: a. Authority b. Generalization d. Testimony

d. Testimony

Planning a speech begins with knowing your general and specific purposes, your audience, your time allotment, and which of the following? Select one: a. The height of the stage b. Your objective statements c. Each audience member's name d. The information the audience has

d. The information the audience has

Which of the following is true of defining a problem in the group problem-solving process? Select one: a. The problem should be broadly defined b. The problem should be narrowly defined c. The problem should have a formalized working definition d. The problem's criteria should be used to evaluate any and all potential solutions

d. The problem's criteria should be used to evaluate any and all potential solutions

Words stand for ideas and things, but they are not the same as those ideas and things. Which of the following is part of the semantic triangle? Select one: a. Definition b. Nature c. Person d. Thought

d. Thought

Matt is conducting research for a speech he has been asked to present, and has come across several studies with evidence he would like to include in his presentation. Matt needs to know who conducted the studies, how they were conducted, and who funded the studies. Why does he need to know this information? Select one: a. To change audience perceptions. b. To meet the expectations set by OSHA. c. To create a more culturally inclusive presentation. d. To avoid including biased information in his presentation.

d. To avoid including biased information in his presentation.

By understanding that our ____ are not the only ones possible, we can limit ethnocentrism and improve ____ communication. Select one: a. ideas; learning b. minds; perceptual c. theories; scientific d. perceptions; intercultural

d. perceptions; intercultural