Business Communication Midterm

B. No matter what other skills, connections, and attributes you have, your prospects will be limited if you don't have good communication skills

1.1 1)Which of the following is the most accurate description of the role that communication will play in your career? A. Ideas matter more than anything, so as long as you are creative and have strong business sense, you can hire people to take care of communication task. B. No matter what other skills, connections, and attributes you have, your prospects will be limited if you don't have good communication skills. C. In today's tough business world, performance is the most important differentiator; everything else, including communication, is a distant second. D. As a "soft skill," communication is important in some careers, such as sales and Human Resources, but not in technical, financial, or administrative careers.

A. any individuals or groups affected in a significant way by the company's activities.

1.1 2)A company's stakeholders are A. any individuals or groups affected in a significant way by the company's activities. B. anyone who owns shares in the company. C. employees, except for unionized workforces. D. anyone who suffers as a result of the company's actions.

B. practical, objective, concise, clear, and persuasive

1.1 3)Effective business messages are A. entertaining, blunt, direct, opinionated, and persuasive. B. practical, objective, concise, clear, and persuasive. C. personal, clear, short, catchy, and challenging.

D. Performing at a high level and conducting oneself with purpose and pride

1.2 4)Which of the following is the best definition of professionalism? A. Adding an extra touch of polish to every communication project B. Always doing at least 10 percent more than is expected of you C. Never taking no for an answer, regardless of the extra work involved D. Performing at a high level and conducting oneself with purpose and pride

D. Being loyal to the company no matter what

1.2 5)Which of the following is not one of the six traits of professionalism identified in the chapter? A. Striving to excel B. Being dependable C. Being ethical D. Being loyal to the company no matter what

C. critical thinking.

1.2 6) The ability to evaluate evidence completely and objectively in order to form logical conclusions and make sound recommendations is known as A. precision research. B. critiquing. C. critical thinking. D. logical evaluation.

A. consists of all communication that occurs outside the formal communication network.

1.2 7) The informal communication network in an organization A. consists of all communication that occurs outside the formal communication network. B. encompasses all business communication, as long as it uses an informal tone. C. includes all communication that doesn't use official company systems and devices. D. is a negative force in any company.

B. improves the effectiveness of communication by focusing on the information needs of the audience.

1.2 8) An audience-centered approach to communication A. starts with the assumption that the audience is always right. B. improves the effectiveness of communication by focusing on the information needs of the audience. C. is generally a waste of time because it doesn't accommodate the needs of the sender. D. always simplifies the tasks involved in planning and creating messages.

C. verbal or nonverbal messages sent from receivers back to senders after a message has been received.

1.3 10) In the communication process, feedback refers to A. negative criticism in response to miscommunication. B. positive evaluations at any level of the organization. C. verbal or nonverbal messages sent form receivers back to senders after a message has been received.

A. Attendance policies

1.3 11) Which of the following is not listed in the chapter as a type of communication barrier? A. Attendance policies B. Noise and distractions C. Competing messages D. Filters

A. focusing on a subset of incoming stimuli or information sources and ignoring others.

1.3 12) Selective attention is defined as A. focusing on a subset of incoming stimuli or information sources and ignoring others. B. focusing on only positive, stimulating messages. C. a computer assessed technique for filtering out spam email and other unwanted messages. D. ignoring or denying incoming messages that do not support your experienced view of yourself and your company.

A. Interactive and conversational

1.3 13) Which of the following pairs of attributes best describes the social communication model? A. Interactive and conversational B. Technical and instantaneous C. Electronic and print D. Relaxed and unrestricted

D. The complexity created by having more information sources to monitor

1.3 14) Which of the following does the chapter list as a potential disadvantage of the social communication model? A. The inability to share live camera images B. The reluctance of new employees to engage on social media C. The cost of equipping every employee with a secure mobile phone D. The complexity created by having more information sources to monitor

encode, decode

1.3 9) Senders ___________ ideas into messages, and receivers __________ those messages to extract the ideas.

B. Giving introverted employees the same opportunity to contribute as their more extroverted colleagues

1.4 15) Which of these is not one of the benefits of business communication technology listed in the chapter? A. Making communication more effective B. Giving introverted employees the same opportunity to contribute as their more extroverted colleagues C. Making communication more efficient D. Improving research tools to help communicators discover, process, and apply information.

informational overload

1.4 16) The situation in which people receive more informative than they can effectively process is known as _________.

B. Guaranteeing ethical treatment of message recipients

1.4 17) Which of these is not one of the advantages of mobile communication discussed in the chapter? A. Giving employees more flexibility to meet their personal and professional obligations B. Guaranteeing ethical treatment of message recipients C. Enhancing productivity and collaboration D. Creating more-engaging experiences for customers and other users

B. AI is now used extensively in business and business communication.

1.4 18) Which of these best describes the use of artificial intelligence in business today? A. Only high-tech companies use AI today, although others might in the future. B. AI is now used extensively in business and business communication. C. Today's consumers rarely come in contact with AI enabled systems. D. After failed attempts at strong or general AI, businesses have largely abandoned AI.

B. natural language processing.

1.4 19) Giving computers the ability to understand language in the ways humans tend to speak and write is known as A. human language processing. B. natural language processing. C. computerpeak. D. artificial language.

D. includes all the information an audience needs in order to make an informal decision or take an informed stance on an issue and is not deceptive in any way.

1.5 20) Ethical communication A. is the same thing is legal communication. B. costs more because there are so many rules to consider. C. is important only for companies that sell to consumers rather than to other businesses. D. includes all the information an audience needs in order to make an informal decision or take an informed stance on an issue and is not deceptive in any way.

dilemma, lapse

1.5 21) An ethical ______ exist when a person is faced with conflicting but ethical choices or alternatives that are neither entirely right not entirely wrong; an ethical __________ occurs when a person makes an unethical choice.

data literacy

1.6 22) The set of skills that include the ability to access, assess, interpret, manipulate, summarize, and communicate data is known as ________ __________.

B. The lack of emphasis that mid- and upper-level managers place on listening

2.1 1) Which of the following is not one of the unique challenges of listening discussed in the chapter? A. The fact the listening is a real-time experience B. The lack of emphasis that mid- and upper-level managers place on listening C. The invisibility of spoken language D. The tasks involved in converting sounds to recognizable language

A. The mind has a lot of excess processing capacity while listening, and if that capacity isn't kept focused on listening, the mind will wander off to other topics.

2.1 2) How does the brain's ability to process language faster than people can speak present a challenge to effective listening? A. The mind has a lot of excess processing capacity while listening, and if that capacity isn't kept focused on listening, the mind will wander off to other topics. B. The mind is typically so focused on listening that maintaining respectful eye contact is difficult. C. Listeners typically use their extra brain power to take notes, which his a sure sign of a poor listener. D. To listen well, people must engage in meditative practices while listening in order to keep their minds calm and focused.

Selective

2.1 3)_________ listening occurs when people try to protect their ego by turning out anything that doesn't confirm their beliefs or their view of themselves.

D. Critical listening

2.1 4) If you are analyzing the logic behind a speaker's conclusions and recommendations, which style of listening are you using? A. Content listening B. Defensive listening C. Empathic listening D. Critical listening

active listening

2.1 5) Making a conscious effort to engage with other people and to turn off your internal filters and biases to truly hear and understand what they are saying is known as __________ ____________.

A. body language is difficult to control and therefore difficult to fake, so listeners often put more trust in nonverbal cues than in the words of speaker uses.

2.2 6) Nonverbal signals can be more influential than spoken language because A. body language is difficult to control and therefore difficult to fake, so listeners often put more trust in nonverbal cues than in the words of speaker uses. B. nonverbal signals communicate faster than spoken language, and most people are impatient. C. body language saves listeners from the trouble of paying attention to what a speaker is saying D. nonverbal signals are universal and work the same in every culture

C. They can convey some portion of the information in a spoken exchange.

2.2 7) Which of the following is true about nonverbal signals? A. They convey 93 percent of the information in a spoken exchange. B. They convey 7 percent of the information in a spoken exchange. C. They can convey some portion of the information in a spoken exchange. D. They always convey more than spoken language.

B. Other than handshakes, the best general advice for the workplace is to avoid touching anyone under any circumstances.

2.2 8) Which of the following is the best general advice about touch in the workplace? A. Touch is a complex subject best left to individual interpretation. B. Other than handshakes, the best general advice for the workplace is to avoid touching anyone under any circumstances. C. Friendly touching should be encouraged as a way to build team rapport. D. Decisions about touch should be determined by cultural norms.

A. Use nonverbal signals as a guide to interpretation, but don't assume anything; if you sense a disconnect between what you're seeing and what the person is saying, ask the speaker an honest and respectful question to clarify.

2.2 9) Which of these is the best strategy for interpreting nonverbal signals while you are listening to someone speak in person? A. Use nonverbal signals as a guide to interpretation, but don't assume anything; if you sense a disconnect between what you're seeing and what the person is saying, ask the speaker an honest and respectful question to clarify. B. If you know the person well, you can safely assume that the nonverbal signals you are seeing are more truthful than whatever the person is saying. C. Trust your instincts and ability to "read someone like a book," every if that means concluding the opposite of what the person is saying. D. Pay particular attention to eye contact; anyone who won't look you in the eye is hiding something.

C. They are an important way to "blow off steam" so that you can release pent-up frustrations and thereby focus more effectively on your work.

2.3 10) Which of these is not one of the potential benefits identified in the chapter of unplanned, informal conversations that take place during a typical workday? A. They present rare opportunities to get a few minutes of "face time" with senior executives and other influential people. B. They are opportunities to network with people across the company and to learn more about the company and its operations. C. They are an important way to "blow off steam" so that you can release pent-up frustrations and thereby focus more effectively on your work. D. They can make work more satisfying by helping you and your colleagues relate to one another on a more personal or social level.

D. Remind yourself not to get defensive and to treat the conversation as an exchange of useful and important information.

2.3 11) How should you prepare yourself for a conversation that might involve unwelcome information, such as a performance review from your boss? A. Remind yourself where you stand in the corporate hierarchy; it's a waste of energy to dispute information coming from a superior. B. Come armed with plenty of information to back up your position. C. Bolster your confidence and determination by reminding yourself of how hard you work and how much you contribute to the organization. D. Remind yourself not to get defensive and to treat the conversation as an exchange of useful and important information.

D. To depersonalize questions so they come across as less accusatory or demanding

2.3 12) Which of these is a good reason to ask questions indirectly rather than directly during a conversation? A. To indicate that you are listening with empathy B. To avoid stirring up trouble by being too inquisitive C. To show your subordinate position in the organization D. To depersonalize questions so they come across as less accusatory or demanding

A. Preparation helps ensure that the conversation won't get sidetracked with heated arguments over details.

2.3 13) Why is it important to prepare throughly before having a difficult conversation? A. Preparation helps ensure that the conversation won't get sidetracked with heated arguments over details. B. Victory in any dispute nearly always goes to the person who is better prepared. C. Thorough preparation helps you ignore the emotional element of the conversation. D. You are unlikely to show intellectual dominance if you attempt to "wing it."

B. Psychological

2.4 14) Which of these is not one of the categories of conflict causes discussed in the chapter? A. Structural B. Psychological C. Situational D. Interpersonal

constructive

2.4 15) Conflict can be _________ if it forces important issues into the open, increases the involvement of team members, or generates creative ideas for solving a problem.

destructive

2.4 16) Conflict is _______ if it saps productivity, damages morale, or threatens to spread to other people in the organization.

C. The apparent conflict might not be the real conflict.

2.4 17) Why is it important to take the time required to identify the true source of conflict before attempting to resolve it? A. Failing to do so leaves a company vulnerable to legal action. B. Conflict is never about what it appears to be about. C. The apparent conflict might not be the real conflict. D. It's a vital step to verify that you are not at fault.

B. Collaboration

2.4 18) If two people involved in a conflict about work methods decide to work together to create a new process that will be better for the entire team, which strategy of conflict resolution are they using? A. Accommodation B. Collaboration C. Compromise D. Co-development

C. It combines cooperation and competition in varying degrees depending on the situation.

2.5 19) Which of these best characterizes negotiation in a business context? A. If you don't try to drive a hard bargain, you will always be taken advantage of. B. It is a process of mutual compromise, in which those with more power are expected to give up something but not as much as those with less power. C. It combines cooperation and competition in varying degrees depending on the situation. D. Cooperation is the true spirit of negotiation, not competition or the desire to always make the other party give up something.

A. Understanding and clarifying your own position, evaluating the other party's position, and assessing the situation

2.5 20) What are the three essential steps in preparing for a negotiation? A. Understanding and clarifying your own position, evaluating the other party's position, and assessing the situation B. Itemizing your demands, probing the other side for weaknesses, and assessing the situation C. Understanding your own position, clarifying your position, and assessing the situation.

C. target

2.5 21) In negotiation, your ________ is the sum of values you would like to achieve through negotiation. A. final offer B. best alternative C. target D. demands

B. the overlap between the two parties' individual negotiation ranges.

2.5 22) The bargaining zone in a negotiation is A. the physical or virtual space in which the negotiation will take place. B. the overlap between the two parties' individual negotiation ranges. C. the gap between the two parties' targets. D. the lowest either side will accept; also known as the "bargain."

B. They can help companies overcome the isolating effects of individual departments working in their own "silos."

3.1 1) Which of these is a potential advantage of cross-functional teams? A. They help ensure that lines of responsibility remain distinct by keeping various functional areas within their own "silos." B. They can help companies overcome the isolating effects of individual departments working in their own "silos." C. They reduce costs by reducing the number of people needed on problem-solving teams and project teams. D. They discourage the socializing that can make other teams so inefficient.

D. Social pressure within the group can lead to groupthink, in which people go along with a bad idea or poor decision even though they may not really believe in it.

3.1 2) Which of the following is a potential disadvantage of working in teams? A. Teams always stamp out creativity by forcing people to conform to existing ideas and practices. B. Teams increase a company's clerical workload because of the additional government paperwork required for administering workplace insurance. C. Team members are never held accountable for their individual performance. D. Social pressure within the group can lead to groupthink, in which people go along with a bad idea or poor decision even though they may not really believe in it.

B. A net reduction in managerial responsibility

3.1 3) Which of these is not listed in the chapter as a characteristic of effective teams? A. A belief in the value of the team's efforts B. A net reduction in managerial responsibility C. A shared sense of purpose and compatible values D. Positive behavioral norms that promote psychological safety

Norms

3.1 4) ___________ are informal standards of conduct that members share and that guide member behavior.

D. the natural rise of disagreement and uncertainties as team members define and settle into their roles.

3.1 5) The storming stage of team development refers to A. tackling a big goal, as in "storming the castle." B. when a team disbands because of internal conflict. C. when a team disbands because it has met its primary objective. D. the natural rise of disagreement and uncertainties as team members define and settle into their roles.

D. Constant interruptions form group messaging systems and other communication tools

3.1 6) Which of these is not listed in the chapter as one of the potential disadvantages of virtual teams? A. Missing out on the random interactions that co-located teams experience B. The sense of emotional isolation and the feeling of "being out of the loop" that individuals can develop C. An "us versus them" mentality that can develop between isolated factions in a team D. Constant interruptions form group messaging systems and other communication tools

C. This recommendation shows a lack of business insight.

3.2 10) Which of these is an example of destructive feedback? A. I had to read the introduction twice to understand the key point. B. Can you expand on the reasoning behind your conclusion? C. This recommendation shows a lack of business insight. D. You might see if there is a way to convey this message in simpler language.

C. Content management systems are more formal and more structured than wikis.

3.2 11) What is a key difference between content management systems and wikis? A. They are different terms for the same tool. B. Content management systems are less formal and less structured than wikis. C. Content management systems are more formal and more structured than wikis. D. Wikis aren't used to organize digital content.

D. Research and plan as a group but assign the actual writing to one person, or at least assign separate sections to individual writers and have one person edit them all to achieve a consistent style.

3.2 7) Which of the following is usually the best way for a team of people to write a report? A. Each member should plan, research, and write his or her individual version, and then the group can select the strongest report. B. The team should divide and conquer, with one person doing the planning , one doing the research, one doing the writing, and so on. C. To ensure a true group effort, every task from planning through final production should be done as a team, preferably with everyone in the same room at the same time. D. Research and plan as a group but assign the actual writing to one person, or at least assign separate sections to individual writers and have one person edit them all to achieve a consistent style.

A. The team should agree on the project's goals.

3.2 8) Which of the following steps should be completed before anyone from a collaborative team does any planning, researching, or writing? A. The team should agree on the project's goals. B. The team should agree on the report's title. C. To avoid compatibility problems, the team should agree on which word processor or other software will be used. D. The team should always step away from the work environment and enjoy some social time in order to bond effectively before starting work.

Constructive feedback, constructive criticism

3.2 9) ________ _______, also called _________ ________, focused on the process and outcomes of communication, not on the people involved.

B. Preparing carefully, conducting meetings efficiently, putting meeting results to productive use

3.3 12) What are three key steps to making sure meetings are productive? A. Planning, planning, and more planning B. Preparing carefully, conducting meetings efficiently, putting meeting results to productive use C. Preparing carefully, conducting meetings using true democratic participation, and using meeting technologies wisely D. Preparing carefully, using meeting technologies wisely, and distributing in-depth minutes to everyone in the company

C. Everyone in the meeting

3.3 13) Whose responsibility is it to make sure a meeting stays focused and moving toward its objective? A. The manager who called the meeting B. The meeting leader or facilitator C. Everyone in the meeting D. The conference director

Parliamentary procedure

3.3 14) ________ _________ is a time-tested method for planning and running large meetings.

B. Minutes

3.3 15) What is the written record of the discussion points and decisions from a meeting called? A. Records file B. Minutes C. Paper trail D. Meeting countdown

Virtual

3.3 16) ___________ teams are teams whose members work in two or more locations and interact using communication technology.

D. They rely on good etiquette from everyone involved.

3.4 17) What do effective listening, conversational skills, conflict resolution, teamwork, collaboration, and productive meetings have in common? A. Because they are listed on nearly all employee evaluation forms, it is assumed you have these skills. B. You don't need to worry too much about them as an entry-level employee, but definitely plan to refine these skills as you move up the corporate ladder. C. They are known in business as "hard skills." D. They rely on good etiquette from everyone involved.

A. don't understand or don't respect your company's culture.

3.4 18) Constantly testing the limits of your company's dress and grooming standards sends a strong signal that you A. don't understand or don't respect your company's culture. B. are a strong advocate for workers' rights. C. are a creative and independent thinker who is likely to generate lots of successful business ideas. D. represent the leading edge of a new generation of enlightened workers who will redefine the workplace according to contemporary standards.

B. Whenever you represent your company online, you must adhere to a high standard of etiquette and respect for others.

3.4 19) Which of these is a wise approach to outline etiquette? A. Unless you are posting on your company's Facebook or Twitter account, you don't need to worry about etiquette. B. Whenever you represent your company online, you must adhere to a high standard of etiquette and respect for others. C. The rough-and-tumble nature of online interaction is what makes it so valuable; don't hold back when you post or respond to others post D. Follow your company's digital media policy if one is available, but otherwise be yourself.

C. excuse yourself from the meeting and find a quiet place to talk.

3.4 20) If you forgot to shut off your mobile phone before stepping into a business meeting and you receive a call during the meeting, the most appropriate thing to do is to A. lower your voice to protect the privacy of your phone conversation. B. answer the phone and then quickly hang it up to minimize the disruption to the meeting. C. excuse yourself from the meeting and find a quiet place to talk. D. continue to participate in the meeting while taking the call; this shows everyone that you're an effective multitasker.

D. Thousands of U.S. companies, including many of the largest corporations in the country, rely on markets in other countries for a significant portions of their sales.

4.1 1) Which of the following factors is a significant reason U.S. business professionals often need to understand the cultures of other countries? A. Recent changes to government regulations require cultural education before companies are granted export licenses. B. The U.S. economy has been shrinking for the past 20 years, forcing companies to look overseas. C. Many countries require business executives to be fluent in at least two languages. D. Thousands of U.S. companies, including many of the largest corporations in the country, rely on markets in other countries for a significant portions of their sales.

B. Senders tend to encode messages using the habits and assumptions of their cultures, but receivers decode messages using the habits and assumptions of theirs.

4.1 2) Why are message encoding and decoding a particular challenge in inter cultural communication? A. Language barriers make it impossible to encode and decode messages successfully. B. Senders tend to encode messages using the habits and assumptions of their cultures, but receivers decode messages using the habits and assumptions of theirs. C. Senders and receivers never have the opportunity to verify whether their encoding and decoding were successful. D. Slang simplifies the decoding process.

B. can be more challenging to manage but can pay off in a variety of important ways.

4.1 3) A culturally rich workforce, composed of employees representing a wide range of ethnicities, religions, ages, physical abilities, languages, and other factors, A. always slows down the decision-making process. B. can be more challenging to manage but can pay off in a variety of important ways. C. is easier to manage because so many new ideas are present. D. is a concern only for companies that do business outside the United States.

competency

4.2 4) Cultural _______ includes an appreciation for cultural differences that affect communication and the ability to adjust one's communication style to ensure that efforts to send and receive messages across cultural boundaries are successful.

B. a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior.

4.2 5) Culture is defined as A. any distinct group that exists within a country. B. a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior. C. the pattern of cues and stimuli that convey meaning between two or more people. D. serious art forms such as classical music, painting, sculpture, drama, and poetry.

D. They appear to be fairly logical and consistent when viewed from the outside.

4.2 6) What do we mean when we say cultures tend to be coherent? A. They are easily understood. B. They are impossible for outsiders to truly understand. C. They appear to be fairly logical and consistent when viewed from the outside. D. They appear to be fairly logical and consistent when viewed from the inside.

Ethnocentrism

4.2 7) __________ is the tendency to judge all other groups according to the standards, behaviors, and customs of one's own group.

Stereotyping

4.2 8) __________ is the mistake of assigning a wide range of generalized attributes to individuals on the basis of their membership in a particular culture or social group, without considering an individual's unique characteristics.

D. Avoid making assumptions about people in other cultures.

4.2 9) Which of the following is one of several techniques you can use to make sure you don't fall into the traps of ethnocentrism and stereotyping? A. Minimize interactions with people whose cultures you don't understand. B. Make sure that the people you work with clearly understand your culture. C. Insist that every employee who works for you strictly follows the company's guidelines for intercultural communication. D. Avoid making assumptions about people in other cultures.

A. doing so helps reduce the chances for misunderstanding.

4.3 10) In business, recognizing cultural differences is important because A. doing so helps reduce the chances for misunderstanding. B. someone from another culture may try to take advantage of your ignorance. C. if you don't, you'll be accused of being politically incorrect. D. doing so helps you become more ethnocentric.

C. someone explicitly laying out the details of a proposal, leaving nothing to chance or misinterpretation.

4.3 11) An example of low-context cultural communication would be A. someone using metaphors to convey meaning. B. someone insisting that the details of an agreement can be worked out later. C. someone explicitly laying out the details of a proposal, leaving nothing to chance or misinterpretation. D. someone encouraging socializing before entering into official negotiations.

B. People rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning.

4.3 12) Which of the following is generally true about high-context cultures? A. Employees work shorter hours in such cultures because context allows them to communicate less often. B. People rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning. C. People rely more on verbal communication and less on the context of nonverbal actions and environmental setting to convey meaning. D. The rules of everyday life are explicitly taught to all people within the culture.

C. The meaning of certain nonverbal signals can differ from one culture to the next, so never assume you can use the same signals you use in your own culture.

4.3 13) Which of these best characterizes nonverbal elements in intercultural communication? A. Nonverbal signals are universal, so they overcome the limitations of language. B. Nonverbal signals are unique to each cultural, so they are of no help in intercultural communication. C. The meaning of certain nonverbal signals can differ from one culture to the next, so never assume you can use the same signals you use in your own culture. D. Nonverbal signals should always be worked out in advance so that the two parties in an exchange are sure of their meaning.

A. Each generation has been shaped by dramatically different world events, social trends, and technological advances.

4.3 14) Why do different generations in the workplace sometimes have different values, expectations, and communications habits? A. Each generation has been shaped by dramatically different world events, social trends, and technological advances. B. Each new generation needs to distinguish itself form the one that came before. C. Older generations control all aspects of culture within a workplace. D. The English language evolves so rapidly that different generations end up with different communication styles.

A. Understanding your own culture is important because it helps you recognize biases that shape your communication habits.

4.4 15) Why is understanding your own culture an important step in learning to relate well with other cultures? A. Understanding your own culture is important because it helps you recognize biases that shape your communication habits. B. Understanding your own culture is important because it helps you identify the ways that other cultures are inferior (or at least might be inferior) to your own. C. Understanding your own culture is important because it helps you identify the ways that other cultures are superior ( or at least might be superior) to your own. D) Understanding your own culture is not important when you are trying to reach out to other cultures.

A. Other people don't always want to be treated the same way you do, particularly people form other cultures.

4.4 16) What is wrong with the Golden Rule of treating others the way you want to be treated? A. Other people don't always want to be treated the same way you do, particularly people form other cultures. B. Business moves too quickly to deal with outdated notions like the Golden Rule. C. The distinguishing difference between any two cultures is that people in one culture never want to be treated the same as people in the other. D. The Golden Rule doesn't work in strict organizational hierarchies.

D. rephrase your key points if you observe body language that suggests a lack of understanding.

4.5 17) When speaking with colleagues whose native language is different than yours, you should make it a habit to always A. immediately rephrase every important point you make to give your listeners two options to choose from. B. speak louder if listeners don't seem to understand you. C. ignore the other person's body language. D. rephrase your key points if you observe body language that suggests a lack of understanding.

A. learn as much as you can form websites, travel guides, and other resources and not be afraid to ask for help while you are communicating in that new culture.

4.5 18) Understanding the nuances of a culture can take years to learn, so the best approach when preparing to communicate with people in a culture that you don't know well is to A. learn as much as you can form websites, travel guides, and other resources and not be afraid to ask for help while you are communicating in that new culture. B. learn as much as you can from websites, travel guides, and other resources but never ask for help because doing so will only show everyone how ignorant you are. C. learn as much as you can from television shows and movies that feature the other culture; the combination of spoken words, visuals, and music is the best way to learn a culture. D. not worry about cultural variations; you'll never have time to understand them all, so your energy is better spent on the other business issues.

C. Always send your speech ahead as a written document so people can study it.

4.5 19) Which of these is not listed in the chapter as a tip for speaking with people from other language backgrounds? A. Look for and ask for feedback. B. Don't rephrase a point until it's obviously necessary to do so. C. Always send your speech ahead as a written document so people can study it. D. Don't talk down to the other person by over enunciating words or oversimplifying sentences.

B. should generally be avoided because they often rely on cultural references that may be unknown to the audience.

4.5 20) When you are writing for multi language audiences, humor and references to popular culture A. should be used often because it makes your audience feel welcome on a personal level. B. should generally be avoided because they often rely on cultural references that may be unknown to the audience. C. should never be used because movies and other entertainment products lately cross over national boundaries. D. should be used at least once per letter to show that you appreciate your audience as human beings.

B. planning, writing, and completing.

5.1 1) The three major steps in the three-step writing process are A. writing, editing, and producing. B. planning, writing, and completing. C. writing, editing, and distributing. D. organizing, defining your purpose, and writing.

C. planning your message.

5.1 2) The first step of the tree-step writing process is A. writing the first draft. B. organizing your information. C. planning your message. D. preparing an outline.

A. Define your purpose.

5.1 3) Which of the following tasks should you do when you're planning a writing project? A. Define your purpose. B. Revise carefully to make sure you haven't made any embarrassing mistakes. C. Choose words and sentences carefully to make sure the audience understands your main idea. D. Clarify production details such as page count and paper size so that you don't exceed project parameters.

general purpose

5.2 4) The __________ _________ of a message indicates whether you intend to use the message to inform, to persuade, or to collaborate.

B. to persuade.

5.2 5) If you were to write an email message to a manufacturer complaining about a defective product and asking for a refund, your general purpose would be A. to inform. B. to persuade. C. to collaborate. D. to entertain.

A. determine the information your audience needs in order to grasp your main idea.

5.2 6) No matter what the message is or the audience you want to reach, you should always A. determine the information your audience needs in order to grasp your main idea. B. learn the names of everyone in the target audience. C. estimate the percentage of audience members who are likely to agree with your message. D. determine a complete demographic profile of your audience.

C. gear your coverage to your primary audience and provide the Information most relevant to them.

5.2 7) If audience members will vary in terms of the amount of information they already know about your topic, your best approach is to A. provide as much extra information as possible to make sure everyone gets every detail. B. provide just the basic information; if your audience needs to know more, they can find out for themselves. C. gear your coverage to your primary audience and provide the Information most relevant to them. D. include lots of graphics.

D. contact the audience immediately and correct the error.

5.3 10) If you realize you have given your audience incorrect information, the most ethical action would be to A. say nothing and hope no one notices. B. wait until someone points out the error and then acknowledge the mistake. C. post a correction on your website. D. contact the audience immediately and correct the error.

D. It silences your "inner critic" so you more easily express ideas as they come to you.

5.3 8) Which of these is a reason the discovery technique of free writing can help you find your focus when starting a project? A. It narrows your focus by eliminating any words for phrases that are not directly connected to your purpose. B. It gets you into a professional frame of mind by reminding you of expected standards of business grammar. C. By not worrying about the economic value of your writing, you are freer to express yourself. D. It silences your "inner critic" so you more easily express ideas as they come to you.

C. verify whether your message answers the questions of who, what, when, where, why and how.

5.3 9) To make sure you have provided all the necessary information, use the journalistic approach, which is to A. interview your audience about its needs. B. check the accuracy of your information. C. verify whether your message answers the questions of who, what, when, where, why and how. D. make sure informational is ethical.

digital, nondigital

5.4 11) The media choices of oral, written, and visual can be delivered through _______ and ______ channels.

D. A post on an internal website combined with an email message alerting employees to the change and directing them to the website for more information

5.4 12) Which of the following choices would be best for communicating a complex policy change to employees in a company with offices all over the world? A. A teleconference followed by an email message B. Instant messaging C. A traditional typed memo sent via regular postal mail D. A post on an internal website combined with an email message alerting employees to the change and directing them to the website for more information

A. a medium's ability to use more than one informational cue, facilitate feedback, and establish personal focus.

5.4 13) Media richness is a measure of A. a medium's ability to use more than one informational cue, facilitate feedback, and establish personal focus. B. a medium's ability to use more than one informational cue, limit destructive feedback and establish personal focus. C. how expensive the delivery options are likely to be, particularly for large or geographically dispersed audiences. D. how much total employee cost is involved in creating messages using a particular medium.

B. You save time and conserve creative energy because the writing process is quicker.

5.5 14) Which of the following is an important benefit of taking time to organize your business messages? A. You can delay the actual writing. B. You save time and conserve creative energy because the writing process is quicker. C. Organizing your thoughts and information saves you the trouble of asking colleagues for input. D. In many cases, you can simply send a detailed outline and save the trouble of writing the document.

D. make sure that your message stays focused on the main idea and any necessary supporting details.

5.5 15) The purpose of limiting your scope when planning a writing project is to A. make your job easier. B. reduce the number of things you need to think about. C. make sure your memos are never longer than one page. D. make sure that your message stays focused on the main idea and any necessary supporting details.

direct

5.5 16) Starting with the main idea and then offering supporting evidence is known as the _________ approach.

indirect

5.5 17) Starting with evidence first and building toward your main idea is known as the ______ approach.

A. the indirect approach.

5.5 18) When your audience is likely to have a skeptical or even hostile reaction to your main idea, you should generally use A. the indirect approach. B. the direct approach. C. the open-ended approach. D. the closed approach.

A. Stories help readers and listeners imagine themselves living through the experience of the person in the story.

5.5 19) Which of the following is one of the reasons storytelling can be effective in business communication? A. Stories help readers and listeners imagine themselves living through the experience of the person in the story. B. Stories are entertaining , so they offer some diversion from the daily grind of work. C. Readers and listeners are overloaded with data, so avoiding facts and figures is a proven way to get their attention. D. Stories are inherently funny, and people are more receptive to new ideas when they are in a good mood.

A. People are more inclined to read and respond to messages that they believe apply to them and their concerns.

6.1 1) Why should you take the time to adapt your messages to your audience? A. People are more inclined to read and respond to messages that they believe apply to them and their concerns. B. Adapting messages to audiences is corporate policy in nearly all large companies. C. Adapting your message saves time during planning and writing. D. You can manipulate audience responses more easily by adapting your messages.

B. Euphemism

6.1 2) Writing "Jack is no longer with us" rather than "Jack died" is an example of what kind of writing technique? A. Political correctness B. Euphemism C. Spin doctoring D. Rhetoric

A. Biased language often reflects biased thinking, and it perpetuates stereotypes and prejudices.

6.1 3) Which of these is an important reason to review your writing and speaking choices carefully to make sure you are not using biased language? A. Biased language often reflects biased thinking, and it perpetuates stereotypes and prejudices. B. Using labels incorrectly can get you in trouble. C. You want to avoid creating distractions so that audiences are more likely to agree with your messages. D. Being fair is good enough; it's someone else's problem if you're not perceived as fair.

D. the audience's perception of your believability.

6.2 4) Credibility is a measure of A. your power within the organization. B. the length of time the audience has known you. C. your confidence. D. the audience's perception of your believability.

B. After analyzing past projects, I now realize that a failure to clarify project objectives up front created significant delays down the line. In order to meet the April 1 deadline, I will make sure to clarify the objective as soon as the team assembles.

6.2 5) If you have developed a reputation for missing deadlines on projects you manage, which of the following statements would do the best job of helping to rebuild your credibility? (You have previously committed to a project completion date of April 1.) A. No April foolin' this time; we'll be finished by April 1. B. After analyzing past projects, I now realize that a failure to clarify project objectives up front created significant delays down the line. In order to meet the April 1 deadline, I will make sure to clarify the objective as soon as the team assembles. C. I plan to work extra hard this time to make sure we will be finished by April 1. D. I hope that we will be finished by April 1.

C. use a style that is conversational but not too intimate or chatty.

6.3 6) A good way to achieve a businesslike tone in your messages is to A. use formal business terminology, such as "In re your letter of the 18th." B. brag about your company. C. use a style that is conversational but not too intimate or chatty. D. use plenty of humor.

C. a way of writing and arranging content to make it more readily understandable.

6.3 7) Plain English is A. never recommended when speaking with people for whom English is a second language. B. a movement toward using "English only" in U.S. businesses. C. a way of writing and arranging content to make it more readily understandable. D. an attempt to keep writing at a fourth- or fifth-grade level.

passive

6.3 8) If you want to avoid attributing blame or otherwise calling attention to a specific person, the __________ voice is a more diplomatic approach.

active

6.3 9) The __________ voice usually makes sentences shorter, more direct, and livelier.

B. A flag is a symbol of everything that a nation stands for.

6.4 10) Which of the following defines the connotative meaning of the word flag? A. A flag is a piece of material with a symbol of some kind sewn on it. B. A flag is a symbol of everything that a nation stands for. C. A flag is fabric on a pole used to mark a geographic spot. D. A flag is an object used to draw attention.

B. Mouse

6.4 11) Which of the following is a concrete word? A. Little B. Mouse C. Faith D. Quality

C. Either verify the meaning of the word or rewrite the sentence so that you don't need to use it.

6.4 12) If you're not sure about the meaning of a word you'd like to use, which of the following is the most appropriate way to handle the situation? A. Your readers probably have instant access to online dictionaries these days, so go ahead and use the word. B. Use the word but include a humorous comment in parentheses saying that you're not really sure what this big, important word means. C. Either verify the meaning of the word or rewrite the sentence so that you don't need to use it. D. Find a synonym in a thesaurus and use that word instead.

A. often a good idea when discussing complex subjects and common jargon relating to it.

6.4 13) Using jargon is A. often a good idea when discussing complex subjects and common jargon relating to it. B. never a good idea. C. a good way to build credibility, no matter what the purpose of the message. D. a sign of being an "insider."

A. At the end of the sentence

6.5 14) Where is the most emphatic place to put a dependent clause? A. At the end of the sentence B. At the beginning of the sentence C. In the middle of the sentence D. Anywhere in the sentence

C. the idea is important.

6.5 15) Devoting a lot of words to a particular idea shows your audience that A. the idea is complicated. B. the idea is the topic sentence. C. the idea is important. D. the idea is new and therefore requires more explanation.

C. your choice of technique should take into account your subject, your intended audience, and your purpose.

6.6 16) When developing a paragraph, keep in mind that A. you should stick to one method of development within a single paragraph. B. once you use one method of development, you should use that same method for all the paragraphs in a section. C. your choice of technique should take into account your subject, your intended audience, and your purpose. D. you should do all of the above.

examples

6.6 17) To develop a paragraph by illustration, give your audience enough __________ to help them grasp the main idea.

differences, similarities

6.6 18) Paragraphs organized by comparison or contrast point out the _________ or __________ between two or more items.

A. Cause-effect

6.6 19) To explain the reasons something happened, which of these paragraph designs should you use? A. Cause-effect B. Opposition and argument C. Classification D. Prioritization

B. Organizing all the information in a single topical thread from start to finish

6.7 20) What is meant by using a linear organization to craft messages for mobile devices? A. Using only ethically proven information B. Organizing all the information in a single topical thread from start to finish C. Putting each paragraph on its own line D. Using line art to convey key message points

inverted pyramid

6.7 21) The ____________ ___________ style of writing used by journalists and recommended for mobile messages means you reveal the most important information briefly at first and then provide successive layers of detail that readers can consume if they want.

C. Around 25 characters

6.7 22) What is a good rule of thumb for the length of subject lines and headlines intended for mobile readers? A. Two words, three at most B. As long as the device's screen is wide in landscape mode C. Around 25 characters D. Around 25 words

D. Revising can usually make your messages more successful.

7.1 1)Which of these is the most important reason you should take care to revise messages before sending them? A. Revising shows your audience how hard you work. B. Revising lowers the word count. C. Revising makes it cheaper to email messages. D. Revising can usually make your messages more successful.

A. Drafting the message

7.1 2) Which of the following is not one of the main tasks involved in completing a business message? A. Drafting the message B. Revising the message C. Producing the message D. Proofreading the message

C. vary the length of your sentences.

7.2 3) Regarding sentence length, the best approach for business messages is to A. keep all sentences as short as possible. B. make most of your sentences long since you will usually have complex information to impart. C. vary the length of your sentences. D. aim for an average sentence length of 35 words.

A. keep paragraphs short.

7.2 4) Regarding paragraph length, the best approach for business messages is to A. keep paragraphs short. B. make most of your paragraphs long since that is standard practice in business writing. C. make most of your paragraphs one sentence in length. D. aim for an average paragraph length of 200 words.

B. make sure listed items are in parallel form.

7.2 5) Regarding the use of lists, the best approach for business messages is to A. avoid using lists except where absolutely necessary. B. make sure listed items are in parallel form. C. use numbered lists rather than bulleted ones. D. do all of the above.

D. Distributor Choices

7.2 6) Which of the following is not an informative heading? A. Why We Need a New Distributor B. Five Challenges Facing Today's Distributors C. Distributors Are a Better Choice for Us Than Wholesalers D. Distributor Choices

A. unnecessary words and phrases.

7.3 10) When editing for conciseness, you should look for A. unnecessary words and phrases. B. dangling modifiers. C. lack of parallelism. D. awkward references.

C. Very useful

7.3 11) Which of the following is not an example of a redundancy? A. Visible to the eye B. Free gift C. Very useful D. Repeat again

D. All of the above contain hedging words.

7.3 7) Which of the following sentences contains hedging words? A. There is an 80 percent chance the project won't hit its May 20 deadline. B. There is a possibility that the project might be done by May 20. C. At this point, we can't tell whether the project will be done by May 20. D. All of the above contain hedging words.

B. Consumers can download stock research, can electronically file their tax returns, create a portfolio, or they can choose from an array of recommended mutual funds.

7.3 8) Which of the following sentences lacks parallelism? A. Consumers can download stock research, electronically file their tax returns, create a portfolio, or choose from an array of recommended mutual funds. B. Consumers can download stock research, can electronically file their tax returns, create a portfolio, or they can choose from an array of recommended mutual funds. C. Consumers can download stock research, can electronically file their tax returns, can create a portfolio, or can choose form an array of recommended mutual funds. D. Consumers can download stock research, they can electronically file their tax returns, they can create a portfolio, or they can choose form an array of mutual funds.

B. Because digital-only neobanks often lack brand recognition, some consumers are wary of using them.

7.3 9)Which of the following sentences does not have a dangling modifier? A. Lacking brand recognition, some consumers are wary of using digital-only neobanks. B. Because digital-only neobanks often lack brand recognition, some consumers are wary of using them. C. Because of a lack of brand recognition, some consumers are wary of using digital-only neobanks. D. All have dangling modifiers.

A. Projection

7.4 12) Which of these is not one of the design elements discussed in the chapter? A. Projection B. Balance C. Restraint D. Consistency

white space

7.4 13) Any blank areas in a document are referred to an ____________.

C. flush on both the left and the right.

7.4 14) Type that is justified is A. flush on the left and ragged on the right. B. flush on the right and ragged on the left. C. flush on both the left and the right. D. centered.

A. Mobile users consume information one screen at a time.

7.4 15) Why is it a good idea to write in small chunks when writing for mobile audiences? A. Mobile users consume information one screen at a time. B. More than 50 percent of mobile users refuse to scroll past the first screen. C. Many smartphones don't offer scrolling. D. Graphics are easier to create on mobile devices.

C. a day or so after you finish the first draft.

7.5 16) The best time to proofread is A. as you are writing. B. immediately after you finish the first draft, while the information is still fresh in your mind. C. a day or so after you finish the first draft. D. after you distribute the document.

D. Never proofread on screen

7.5 17) Which of these is not one of the proofreading tips mentioned in the chapter? A. Take your time B. Use perceptual tricks C. Make multiple passes D. Never proofread on screen

A. the importance and urgency of the message.

7.6 18) As a general rule, the cost of distributing a business message should be balanced against A. the importance and urgency of the message. B the length of the message. C. your career goals as they relate to the message. D. the number of recipients.

C. Astute computers users are wary of accepting and opening attachments.

7.6 19) Which of these is most true about security and privacy when distributing messages? A. Bank-grade encryption has solved most problems of network security. B. Corporate email systems no longer accept outside messages. C. Astute computers users are wary of accepting and opening attachments. D. All corporate communication networks strips off attachments.