Corporate Communications

Racist language can be found in blunt statements and in subtle references. Which of the following could begin a racist statement?

"Those people..."

Which of the following negative news statements is written in the most effective and meaningful way?

"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"

Having the ability to consider your audience is a key component of effective communication. As an orthopedic surgeon, you have been asked to present at a high school career fair. Which of the following statements would be the least effective and relevant for this audience?

A lumbar laminotomy involves removing a small piece of bone from the vertebrae to relieve pressure on nerves and eliminate sciatica

The three subheadings in the concluding section of Sugako's speech outline are as follows: 1. Review steps for finding and financing rental properties 2. Emphasize income potential of rental properties 3. Suggest that self-management of rentals can be a rewarding retirement activity. What is Sugako presenting in subheading 3?

A residual message

A press conference is a presentation of information to the media. There has been a recent privacy breach at a bank. Which of the following statements would be best for a press conference?

ABC Bank takes this breach very seriously and is committed to taking quick action to protect the privacy of our customers.

Which of the following headlines from a press release about a product recall is the most clear and concise?

ACME Tool Company Recalls Defective Hammers Due to Separation of Hammer Head; Customers " Can Return Products for a Refund

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?

Accidental hearing

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?

Acculturation

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?

Acknowledge what she has said

Restating a message in your own words (as a message receiver) and asking questions (as a message sender) are ways to encourage which process?

Active listening

Which type of visual communication shows the audience an item that is crucial to see for it to be understood in a discussion, such as evidence in a criminal trial?

Actual Object

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?

Agenda setting

Which of the following elements of the GASCAP/T method of organizing strategies is represented in these sentences? "Caffeine is a stimulant. So is tobacco. They each can have a negative impact on our systems and should be avoided in pregnant women."

Analogy

In Dewey's reflective thinking sequence, which of the following identifies the proper order for problem solving?

Analyze the problem. Establish criteria. Consider possible solutions.

A press conference is an important presentation of information. In preparing for the press conference, which of the following is a key detail that must be part of the planning process?

Anticipated questions and possible responses

When you take into account your audience's interests and expectations before choosing a speech topic, which strategy are you considering?

Appropriateness

In cultures with direct communication style (such as the United States), truthfulness and efficiency in communicating negative information is highly valued and personal or political sensitivities are often set aside, especially in a business setting. In indirect cultures (such as Japan), directly communicating negative information is seen as impolite and crude, even in a business setting. Which of the following would be the most effective way to deliver negative news to your employee about his/her breach of acceptable work policies if your company is in the U.S.?

Ask the employee to meet with you privately in your office

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?

Auditory Digital

Adjusting to living and working abroad takes time and effort. Which of the following guidelines may be effective in adjusting to the transition?

Be open and creative

Which of the following elements of a presentation is represented by Aristotle's concept of logos or logic?

Being ethical Being formal Being organized Being prepared (x)

Which of the following characteristics about the concept of self are subject to change over time?

Beliefs

Dale is the manager of a business unit. Mary is a new employee who recently completed orientation and is ready to begin contributing. Dale asked Mary to be a member of the newest project team. Using William Schultz's theory of interpersonal needs, which aspect is Dale appealing to in this interpersonal communication with Mary?

Belonging

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?

Blocker

Which of the following statements describes the ways in which written and oral communication are similar?

Both forms have verbal and nonverbal categories

In the transactional process of communication, the distinction between source and receiver can be blurred during conversation. Why is this so?

Both participants play roles at the same time

Which of the following parts of a negative news message involves neutral or positive information?

Buffer

You are meeting with a new client in the client's home city. Via email, you have agreed to meet at the downtown Starbucks. You arrive at the city limits, make your way to the center of the town, and enter the Starbucks at the major intersection. After waiting for 20 minutes, you contact the client to find out why he hasn't arrived yet. To your surprise, the client says that he is waiting for you at the Starbucks at the edge of town. Your interpretation of "downtown" meant the middle of the city; the client's interpretation of "downtown" referred to a direction. Which of the following describes this misunderstanding?

Bypassing

You receive an email from your supervisor asking you to ship all available packages that have more than 30 umbrellas to a specific retailer. You identify five boxes that contain 35 umbrellas and promptly ship them. Three days later, your supervisor calls you to complain that an insufficient number of boxes have been shipped, and that there are actually 15 boxes that contain 30 umbrellas or more. There appears to be a misunderstanding of the intended meaning, which can be due to differences in context of culture. Which of the following explains this misunderstanding?

Bypassing

The truly excellent writer does which of the following?

Can explain ideas in a way that any audience can understand

An email header read "we are early tomorrow in observance the holiday," but everyone understood it should have read "we are closing early tomorrow in observance of the holiday." Which Gestalt principle is exemplified here?

Closure

Developing both intrapersonal communication and interpersonal communication is of great importance. Which of the following statements is most accurate?

Communication that takes place within a person is intrapersonal; communication that occurs between two or more persons is called interpersonal

Which of the following statements about connotative meaning is correct?

Connotative terms can be found in the community of users

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?

Constructivist

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. According to Schutz's Theory of Interpersonal Needs, which undersocial approach would be best suited for remedying this concern?

Contact your supervisor and other leaders to find out what this change will mean to you and how employees should handle the change

You will be attending a seminar given by a well-known motivational speaker. You have heard that these sessions are lively and interactive, and you expect that the other attendees will be anticipating this as well. Which of the following components of communication does this describe?

Context

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?

Continuity

Which set of cognate strategies can be used to create ethos?

Credibility, expectation, and reference

Your law firm has experienced significant growth over the past few years. You have hired many new attorneys, assistants, researchers, and other staff members. Along the way, hierarchies were put into place without much thought to the reporting structure. As a result, it is unclear who reports to whom, or each person's responsibilities. The management has realized that changes and clarifications are needed, and will use Dewey's seven-step reflective thinking sequence to address their problems. Which of the following correctly lists the seven steps?

Define the problem, analyze the problem, establish criteria, consider solutions, decide on a solution, implement the solution, follow up on the solution

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?

Democratic

You held a meeting and asked the attendees for their input and to share their ideas. According to Schultz's theory of interpersonal communication, which of the following styles does this describe?

Democratic

After a group of new hires tour a facility, they are taken to an auditorium, where they receive instructions on how to fill out their employment paperwork. What category of presentations did they experience?

Demonstration

Experiencing sadness and anxiety when confronted by trends in your host culture is an example of which stage of the acculturation process?

Depression-frustration

Which of the following is necessary for centralized communication during a crisis?

Designating a meeting place or location

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?

Designating a spokesperson

Tom has a reputation for consistently being the blocker in team meetings. Which of the following statements would be an example of Tom's blocking behavior?

Despite everyone else's agreement, I cannot agree with the proposed plan

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?

Direct

During a crisis, you are approached by a member of the local media requesting an interview. How should you respond?

Direct the media to the designated spokesperson

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?

Direct vs. indirect

When we reveal something about ourselves, we expect that others will reciprocate. What is the formal term for this phenomenon?

Dyadic effect

Which of the following are challenges associated with communicating ethically?

Egalitarianism

You give a 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?

Egalitarianism

Bill has always felt that workers from his country are more motivated and productive than workers from other nations. As a result, he only hires people who are native to his country and who have the same background as his own. Which of the following characteristics does this illustrate?

Ethnocentrism

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?

Ethnocentrism

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?

Ethos

An office worker is sarcastic with many of her colleagues, and addresses the office mail person as the "information distribution manager". Her colleagues think this is funny, but the mail person does not appreciate these word substitutions. What kind of language does this characterization represent?

Euphemism

You are presenting your company's innovative new process for manufacturing dishwashers. The process is quite complex, so you want to ensure that the information is clear. Which is the best way to present this information?

Exposition

What is the difference between exposition and interpretation?

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

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?

Fair Use Act

As a manager, your team consists of 15 women, 10 of whom are new mothers and 5 that have school-aged children. Which of the following scenarios may be most important to your team?

Flexible work hours

As you begin your new role at one of your organization's foreign locations, you are determined to be as effective as possible in your interactions with the people in your new office, as well as the people who are native to the country. Which of the following interpersonal communication strategies should you integrate into your behavior?

Focus on personal interactions and experiences

You completed your research of the organization, learned more about the position, were on time for the interview (virtual or in person), wore neat and professional clothes, and demonstrated professionalism in your brief, informative responses. Which action below is now expected?

Follow up promptly with a note or email expressing your appreciation for the interviewer's time and interest

As payroll manager, you have a quarterly report that you send to the state to record unemployment tax. Which of the following statements would most likely be used in this scenario?

Form 941 for 2nd quarter 2021 for XYZ Corporation is attached. Please email me at [email protected] with questions.

Which writing style(s) did Ayana use when she wrote this email message to her supervisor? How can you be sure? 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.

Formal. Ayana used professional language that is concise.

Which of the following forms of framing determines what news or information reaches a mass audience?

Gatekeeping

Which of the following is the best definition of a paradigm?

Generalizations that provide a framework for understanding what words mean"

Which of the following describes the differences between hearing and listening?

Hearing is effortless, while listening is an active process

Which of the following is an example of a closed-ended question?

How often do you visit our store?

Which of the following is the most appropriate response to a question for a culture that favors direct communication?

I don't know. Let's work together on finding an answer.

How we see ourselves and how we feel about ourselves influences how we communicate with others. Which of the following statements may indicate that the person is feeling defensive?

I hope you know that it wasn't my fault.

You are preparing a speech for the medical staff of a hospital. You have been informed about their areas of specialty, but that is all the information you have. To be as effective as possible, you would like to know more about your audience. Which of the following describes this model of knowledge?

Iceberg model

Source is one of the eight essential components of communication. Which of the following is the best description of source?

Imagines, creates, and sends messages

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. Which of the following statements uses authority to make your argument?

In recent data released by the National Park Service, attendance in 2020 nearly doubled over attendance in 2019 and represented multiple age groups.

Which of the following statements about communication is true?

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

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"

Interference

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?

Internal monologue

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. As Bill's manager, which of the following statement(s) would be appropriate to address his ethnocentrism behaviors?

International business requires tolerance, understanding, patience, and openness to difference

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?

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?

Intrapersonal

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?

Intrapersonal communication

You are new to a job, and your supervisor calls a meeting for 9AM. You show up at her office at 9:30 and find that everyone else is already involved in the meeting. Afterwards, you are chastised for being late, however, you don't understand why this is a problem or issue. Which of the following communication contexts addresses this variation in time perception?

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? Mass communication (x) Public communication Interpersonal communication Intrapersonal communication

Intrapersonal communication

You receive a memo that outlines an upcoming team meeting. While preparing for the meeting, you begin to think about your role, what contributions you offer to the group, and the materials you need to illustrate your points. What form of communication does this describe?

Intrapersonal communication

This transcript won first place in the elevator speech stage of a business plan competition at the University of Dayton. For a typical audience, what weakness in audience analysis does it exhibit? 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.

It assumes the audience is all male.

Which of the following statements about language is true?

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

Which of the following is the primary problem with how this statement is written? "In the three months since the project was launched, the five people working on the team achieved four of the seven objectives we determined were necessary for completing the project; we are on schedule to complete the entire project within the next five to six weeks."

It is vague and imprecise

Which of the following is a disadvantage of a functional resume?

It may be associated with gaps in employment history

Under which of the following leadership styles will the leader be required to balance the need for control and the need for space?

Laissez-faire

Verbal communication is governed by five key principles. Which of the following principles is represented by the sentence "a car is a mode of transportation"?

Language is abstract.

Under which type of leader is there an emphasis on the group, orientation, and education?

Leader-as-coach

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?

Libel

In her new job as an executive assistant, Diane has discovered that she needs to be a very active listener to assist her boss efficiently. Which of the following statements of advice would you give her?

Maintain eye contact with the speaker.

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?

Make the information relevant

XYZ Co. is led by a CEO that has a history of not valuing the input of employees. At the monthly manager meeting, which scenario would best align with the concept of self-fulfilling prophecy?

Managers listen but do not engage

Forming groups fulfills many human needs such as the need for affiliation, affection, and control. Finding a natural balance within a group can be a challenge. Which of the following may be an indicator that a group is sized inappropriately?

Many group members feel intimidated to share their thoughts

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?

Mass communication

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?

Mass communication

In the constructivist model of communication, source and receiver exchange a critical element of communication that is used to enable understanding. What is that element?

Meaning

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?

Measurable gain

Clare and Holly are friends planning a vacation. They are trying to decide between San Antonio, Texas and San Diego, California. Holly points out that "both have great attractions: one has the riverwalk, while the other has the ocean." This statement is best characterized as an example of which of the eight communication process components?

Message

Mary is a new employee. At her previous job the focus was on multitask games: the culture at her new job emphasizes a work before play environment. Which of the following applies to Mary's new job?

Monochromatic time

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?

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

Your group has just completed the stop of establishing the rules by which members will operate. Which of the stages in the group development process does this represent?

Norming

Mary, Pat, and Dale are members of a work group. Each member represents a unit in a different geographic location. During their first meeting, they decide that all future meetings for the group will be conducted using Skype, and all documents will be prepared using the same template. This group has defined which of the following?

Norms

Which of the following meeting agenda elements are sent out in advance?

Notes from the last meeting

"Please indicate the year of your birth."

Numerical

As a speaker at an upcoming conference regarding nutrition, you ask the organizer for the demographics of those that will be attending. It is determined that 85% of the audience will be male and 15% female and the ages range from 45 to 65. Predicting your audience's needs and interests, which of the following topics should be central to your presentation?

Nutrition for women

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, the Chinese gave a sharp, effective presentation on the business venture. Which of the following reactions by the Germans would best indicate that intercultural inexperience was a factor?

On day two, the Germans had already decided against investing because they felt the Chinese had spent too much time entertaining and not enough time on business

After a team meeting, one of the members approaches you for an assessment of his part of the presentation. You tell him that his work was valuable to the group. Throughout the day, he asks you more about his part of the meeting and whether or not he did a good job. Which kind of interpersonal need does this communication represent?

Overpersonal

If you were asked to write a section of a company report, which excerpt below would you use? a. We want our patients to be happy. b. Our people try real hard to keep our patients satisfied. c. We know that our investors want our patients to be happy.

Patient satisfaction is a core value of XYZ Co. and is reflected in our policies and expectations.

You developed a purpose statement for an upcoming meeting; the document will help create the agenda. You approached several people who will attend the meeting to help facilitate the agenda. What may be a result of this pre-meeting contact?

People at the pre-meeting may be more encouraged to participate at the actual meeting

Which of the following best describes values in individualistic cultures?

People value individual freedom and personal independence.

What is the difference between motivation and persuasion?

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

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?

Plagiarism

As payroll manager, you send a quick email to your payroll clerk to let them know of an update to a payroll record that they have been expecting. You have deemed that an informal communication style works best with this employee. Which of the following statements would most likely be used in this scenario?

Please see the update we discussed

For which of the following individuals does nonverbal communication play a larger role in how the recipient perceives what that person is saying?

Politician

Which of the following words might indicate that we are trying to intentionally manipulate the meaning of our message?

Preowned

Which of the following can help to reduce or eliminate the storming stage at a meeting?

Prepare a clearly defined agenda

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?

Preunderstanding

Mary enjoys spending time with her siblings, her classmates, and her neighbors. What group is Mary affiliating with?

Primary group

Which of the following lists the three types of messages?

Primary news, secondary news, and auxiliary news

You are preparing a speech discussing a situation in one of your international offices. Which of the following organizing principles are you using when you say the following? "While the situation is ongoing, we have hired new employees to ensure that all client needs are being met."

Problem and solution

You patented an invention, and you are now seeking investors to help manufacture and market your product. You are in the process of writing a business plan. Which of the following sections of your document will contain the idea behind your product?

Proposal

Safety is a growing concern in the warehouse. As Chief Operations Officer, you must address this immediately. To avoid reasoning error when speaking to the shift managers, which of the following verbal communication strategies would prove most effective?

Provide recent data verifying the increase in safety incidents in the warehouse then ask for their input

Which of the following is part of the Gestalt principles of organization?

Proximity

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?

Ralph Lauren Corporation Announces CEO Departure

ohn 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?

Reciprocity

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?

Redirect the discussion by highlighting the agenda

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?

Reflecting

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?

Reflection

Jackson likes to weave a thematic phrase into all of his presentations and always plans a dramatic pause after each one. He uses these carefully crafted, highly recognizable phrases many times during his presentations. What is Jackson's technique called?

Repetition

Which of the following is an effective strategy for writing more effective emails?

Reread, revise, and review.

Carlo is listening to a peer share their perspective. Which action can Carlo do to show that he is listening actively?

Restate the message in his own words

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?

Reverse Chronological

What kind of table should be in a meeting room if collaboration among attendees is required?

Round

Maslow and Schultz both developed theories about interpersonal needs. Which of the following describes the primary difference between these theories?

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 best remembered the hands-on part of the presentation. Which element of selective perception does their behavior illustrate?

Selective retention

After a recent presentation, you asked for feedback and comments about your material and how you were received by your audience. You want to know whether the audience found you engaging, and whether or not they liked you. Which of the following elements does this represent?

Self esteem

You have been at your new job for 6 months. You've met everyone on your team, and interacted with most of the other departments. You have been a reliable worker, and other employees have started to seek your advice and input with their own projects. Which level of Maslow's Hierarchy of Needs does this illustrate?

Self-actualization

In your role as a sales manager, you provide your staff with information on a variety of subjects, and you tend to write extensive emails and reports that are shared with other employees. You prefer writing these reports over in-person conversations about these subjects. Which of the following are you communicating through these actions?

Self-concept

Which of the following terms describes how we see and feel about ourselves and, and influences how we communicate with others?

Self-concept

You have assigned your new hire with a simple project to evaluate their expertise and work ethic. Your expectation is that they will do a poor job, since you had a bad first impression and they were not your first choice for the position. You likely conveyed your feelings through your tone and body language, and they did a poor job, as you expected. Which of the following concepts do these events illustrate?

Self-fulfilling prophecy

Your supervisor has given you a new assignment that will have high visibility in the company. She tells you that she anticipates that you will do a good job on this project, and her body language is relaxed and confident. Which of the following expectations about your performance does her behavior illustrate?

Self-fulfilling prophecy

As the department manager, one of your responsibilities is to hire new employees and fire those whose performance is not up to standards. One of your employees is a very nice person, but has consistently received poor job reviews, and you need to fire them. Which of the following actions should be the first step in handling this difficult conversation?

Set aside a special time

The use of an emotional appeal may impair your ability to write persuasively or effectively. Which of the following is an example of an emotional appeal on the topic of suicide?

Showing a picture of your brother that you lost by suicide

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?

Sign

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?

Social Penetration Theory

During the 6 months you have been at your company, you have had many personal conversations with your coworkers and developed trust with them through your positive interactions. Which theory does this describe?

Social Penetration Theory

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?

Storming and norming

One man argues that taxes should be raised on everyone. His friend argues that taxes should be lowered for everyone. Which Gestalt principle is exemplified by these arguments?

Symmetry

You will likely have a strong emotional response during your presentation about a recent environmental crisis caused by your company. To ensure that your emotional response is appropriate and effective, which of the following should you consider?

Tact, timing, and trust

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?

Targeted

Which type of resume specifically highlights only the experience and skills a job seeker has that are relevant to the job duties?

Targeted

Your text discusses the findings of a survey measuring the qualities and skills employers seek. According to this survey, conducted by the National Association of Colleges and Employers, communication skills are extremely important. Which of the following communication skills appeared in the top five most desired skills potential employers seek?

Teamwork skills (works well with others, group communication)

You are drafting a thank you email to a new client that you met with yesterday for the first time. Which excerpt below would you use?

Thank you for taking the time to meet with me yesterday. I enjoyed learning more about you, your business, and how we can help. I look forward to our next meeting March 4th at 10:00 am at your location.

You are writing a letter to a customer in response to their complaint. Your comments include the resolution you are proposing to the customer and how their complaint is being addressed by your company. In which part of the letter will these comments appear?

The body

Planning a speech begins with knowing your general and specific purposes, your audience, your time allotment, and which of the following?

The information the audience has

Which of the following is a good reason to hold a press conference?

The president of the company will be visiting several of the organization's global locations

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."

The third sentence

Which management theory is characterized by skepticism about workers' willingness to work?

Theory X

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?

Theory Y

Which management theory views workers as highly motivated and responsible for their actions?

Theory Y

Which management theory is characterized by workers who are trusted to do their best jobs and managers who are trusted to support workers?

Theory Z

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?

Theory Z

Which of the following best describes co-languages?

They exist and interact with a dominant language but are distinct from it.

How can introductions be used to ensure that a meeting is productive?

They should be conducted even if only one person is new

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?

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?

To avoid including biased information in his presentation.

A presentation where the speaker is showing the audience how to operate a product serves what main purpose?

To demonstrate

Which of the following statements best describes the goal of business communication?

To enhance learning, understanding, and problem solving

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?

To share information

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?

Transactional

Which theory of self-disclosure explains that we choose to know more about others with whom we have interactions in order to reduce or resolve the anxiety associated with the unknown?

Uncertainty theory

Employees at your company are being given an extra day off prior to an upcoming holiday. You have been asked to write the memo that will be distributed to the entire organization. Which of the following strategies should you include in your message?

Use a direct format

Which of the following is an effective way focusing on your message and avoiding fallacies?

Use the 5-step motivational approach

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?

We can block out things that we hear

Which of the following negative news statements offers an assurance?

We have identified the source of the breakdown and put new security measures in place

Which of the following is an example of a categorical closed-ended question?

What is your gender? -- Male / Female

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?

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

What element should you address first in an effective elevator speech?

Who you are

Which of the following are elements in the semantic triangle of language and perception?

Word, thought, thing

n 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?

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

Sunny was very excited when she bought a new video game. However, when she tried to play the game, all she saw were fuzzy lines across the screen. She contacted the seller immediately requesting a refund, and received the following response: "We received the letter you wrote last Monday. We agree that you are entitled to a refund and will mail it to you within 2 days. Sincerely, [Seller]" Is this letter an appropriate message to send in this situation? Why, or why not?

Yes, because plain language written professionally is acceptable for business communication."

Your job requires you to interact with clients from multiple industries. Which of the following would be an indicator that there is a need for research to be conducted to ensure you are able to carry out your responsibilities and better meet customer needs?

You have experience in some industries, but little to no experience in others

You wrote a lengthy document to your employees that outlined a change in vacation days, sick time, and personal days off. It took you a great deal of time to compile the information in this document, and you would like to distribute it immediately. What should you do to ensure that your document is ready to be distributed?

You should proofread for proper grammar, spelling, and punctuation, and ensure that it is easy to read.

What part of an elevator speech does the following statement address? "Please feel free to pass along my business card to any of your associates you feel might be in need of my services."

Your call to action

Which of the following statements is the most direct example of delivering negative news?

Your request for an extra vacation day has been denied.

You are designing a sign in an office building for instructions on how to respond to a fire emergency. To make this sign as effective as possible, you consider the conditions where the sign might be useful, and you include bullet points, short sentences, and simple diagrams. Which of the following elements of perception are you considering as you create your design?

a. Attitudes b. Culture (x) ?? c. Psychological d. Selection

You are about to give a press conference to explain why the company will be firing two hundred employees. While you have a written statement, you will also be taking questions from the audience, who will likely not be friendly. Which of the following behaviors should you exhibit during this session?

a. Be unemotional b. Be stern and firm c. Be aloof and severe x d. Be calm and confident

A local government body has plans to raise taxes and is planning to put the issue to vote at the next election. The wording of the legislation states that the township would like residents to vote in favor of a lifestyle improvement for the community in an attempt to disguise the true purpose of the bill. Which of the following forms of language does this represent? a. Doublespeak b. Euphemism (x) c. Jargon (x) d. Scope creep

a. Doublespeak

Which of the following characteristics is illustrated when you share your qualifications and background with your audience?

a. Egalitarianism (x) b. Familiarity c. Formality d. Respectfulness

Janna and Caroline are co-organizers of the office's holiday party, but they have trouble working together. Janna wants to set up food, serve it at a specific time, and then put it away before collecting and distributing gifts. Caroline wants to have the food available throughout the party and to let people find their gifts under a tree whenever they want to. What cultural dimensions do Janna's and Caroline's preferences appear to reflect? a. Explicit-rule, implicit-rule ? b. Individualistic, collectivistic (x) c. Judgmental, non-judgmental d. Uncertainty-rejecting, uncertainty-accepting

a. Explicit-rule, implicit-rule

In which stage of the small group life cycle do members determine the purpose of the group?

a. Forming b. Norming c. Performing (x) d. Storming

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? a. Pie chart b. Bar chart c. Line graph d. Table chart

a. Pie chart

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?

a. Reducing anxiety b. Avoiding legal liability (x) c. Maintaining the relationship d. Helping the customer accept the news

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? a. Selective attention b. Selective retention c. Selective exposure d. Selective perception

a. Selective attention

Which of the following statements about direct delivery methods for negative news is true?

a. The direct approach uses a buffer to communicate the message. (x) b. The direct approach is best for audiences that appreciate brevity. c. The direct approach places the negative news between a positive introduction. d. The direct approach places the negative news after the beginning of the message.

Which of the following best describes the goal of a negative news message?

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? a. Values b. Beliefs c. Attitudes d. Self-image

a. Values

Having the ability to consider your audience is a key component of effective communication. As an orthopedic surgeon, you have been asked to present at a high school career fair. Which of the following questions would be the most effective and relevant to check for understanding? a. Do you fully understand the role of an orthopedic surgeon? b. Do you now have a better understanding of the orthopedic surgery profession? c. Do you feel adequately prepared to make a decision on applying to orthopedic programs? d. Do you have a clear understanding of why orthopedic surgery is the field you should pursue?

b. Do you now have a better understanding of the orthopedic surgery profession?

You are meeting with a client who speaks very quickly. How should you speak with this client to help build rapport? 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 elements of a presentation is represented by Aristotle's concept of logos, or logic? a. Being ethical b. Being formal c. Being organized d. Being prepared

c. Being organized

As a manager, you are committed to praising employees when you see them excelling in their job and working well with others. Which of these scenarios would best align with the concept of self-fulfilling prophecy? a. Team meetings are unproductive b. Morale is low and turnover is high c. Employees willingly collaborate on projects d. Employees are disengaged with their colleagues

c. Employees willingly collaborate on projects

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" 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

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? a. Cultural b. Physical c. Psychological d. Social

c. Psychological

Which of the following includes correct components of the Transactional Model of Communication? 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

Why is jargon considered a barrier to communications? a. It is sexist and uses gender as a discriminating factor. b. It is words or phrases that have lost their impact through overuse and time. c. It substitutes one word for another that may not be understood by everyone. d. It is occupation-specific, and some people may not understand the reference.

d. It is occupation-specific, and some people may not understand the reference.

By understanding that our ____ are not the only ones possible, we can limit ethnocentrism and improve ____ communication.

perceptions; intercultural

After ____ and organization, ____ is the third step in the perception process.

selection; interpretation