Exam 3

43. In a sales message, the _____ should use humor, novelty, surprise, or the unusual to get noticed. a. introduction b. attention statement c. body d. conclusion e. residual message

b. attention statement

3. Which among the following is not a characteristic of effective sound bites? a. Clear and concise b. Vivid, dynamic language c. Presented in a monotone d. Easy to repeat e. Memorable

c. Presented in a monotone

16. _____ involves composing your speech out of materials from the documents and other sources you have collected. a. Compiling b. Distributing c. Allocating d. Delegating e. Publishing

a. Compiling

45. Theory X and Theory Y was formulated by: a. Douglas McGregor. b. Abraham Maslow. c. Gordon Allport. d. William Ouchi. e. Bruce Tuckman.

a. Douglas mcgregor

17. _____ refers to a conventional social custom or rule for polite behavior. a. Etiquette b. Decorum c. Civility d. Convention e. Tradition

a. Etiquette

3. _____ is defined as a receiver's response to a source. a. Feedback b. Context c. Interference d. Channel e. Message

a. Feedback

18. These people share the need for control between the individual and the group. a. Democrats b. Abdicrats c. Personal individuals d. Social persons e. Autocrats

a. democrats

27. The function of this report is to describe one-time events, such as trips, conferences, seminars, as well as reports from branch offices, industrial and manufacturing plants. a. Field study report b. Progress report c. Case study d. Feasibility study e. Benchmark report

a. Field study report

28. The third step in group problem solving is: a. establishing criteria. b. gathering information. c. considering possible solutions. d. deciding on a solution. e. analyzing the problem.

a. establishing criteria

9. _____ involves the natural aptitude or acquired proficiency to be able to perform. a. Appeal b. Appropriateness c. Ability d. Application e. Awareness

c. Ability

7. During the _____ stage of a telephone conversation permission is given to continue or not. a. feedforward b. opening c. business d. feedback e. closing

a. feedforward

12. According to Tuckman's linear model of group development, this stage is also called the orientation stage. a. Forming b. Storming c. Norming d. Performing e. Adjourning

a. forming

4. Which of the following tips for effective business e-mails is true? a. Use "Reply All" sparingly. b. Use abbreviations. c. Be brief and omit necessary words. d. A good e-mail should conclude in five small paragraphs or less. e. Subject lines should be clear, lengthy, and specific.

a. Use "Reply All" sparingly.

7. _____ is often cited as a pioneer in the field of intercultural communication. a. Dalmas Taylor b. Edward T. Hall c. Gordon Allport d. Irwin Altman e. Bruce Tuckman

b. Edward T. Hall

37. _____ involves the strength of conclusions, inferences or assertions. a. Validity b. Consistency c. Reliability d. Constancy e. Determination

a. Validity

13. _____ feedback involves a response from the receiver. a. Tactile b. External c. Indirect d. Internal e. Explicit

b. External

56. Folk culture is a. A culture of the people b. A part of the Southern United States. c. A type of music. d. Something you'll only find in rural areas of the United States.

a. a culture of the people

35. What type of a seating arrangement is suitable in case a meeting requires intense interaction? a. A round table b. A square table c. A rectangular table d. A U-shaped table e. Parallel seating

a. a round table

39. A political state in which there is no government is known as a(n): a. monarchy. b. anarchy. c. democracy. d. Communist rule. e. totalitarian system

b. anarchy

1. _____ are nonverbal representations of communication. a. Beliefs b. Artifacts c. Traditions d. Attitudes e. Values

b. artifacts

61. Slander is: a. A spoken false statement that is damaging to a person's reputation. b. A written false statement that is damaging to a person's reputation. c. A print advertisement false statement that is damaging to a person's reputation. d. A note to a friend with a false statement that is damaging to a person's reputation.

a. a spoken false statement that is damaging to a person's reputation

29. Qualitative research focuses on quality in the sense of _____. a. "what is it like?" b. "how many customers?" c. "what percentage?" d. "do most people like or dislike a product feature?" e. "how many times is a product used?"

a. "what is it like?"

32. Which of the following about résumés is false? a. All résumé formats should organize information in the same way. b. Employers need your résumé to be accurate. c. Employers expect your résumé to be up to date. d. Employers expect your résumé to be clear. e. This document represents you in your absence.

a. All résumé formats should organize information in the same way.

5. _____ involves the attractive power of arousing a sympathetic, stimulated response from the audience. a. Appeal b. Appropriateness c. Ability d. Aptitude e. Awareness

a. Appeal

36. Which of the following is not true about a designated spokesperson? a. The designated spokesperson should carry out the media plan only in the case of major crises, where evacuation is necessary. b. The designated spokesperson should be knowledgeable about the organization and its values. c. The designated spokesperson should be comfortable in front of a microphone, camera, and media lights. d. The designated spokesperson should be able to stay calm under pressure. e. The designated spokesperson should make quick judgments about which information to share.

a. the designated spokesman should carry out the media plan only in the case of major crises, where evacuation is necessary

19. "Your request for leave has been denied. Please contact your supervisor if you need more information." This is an example of: a. the direct approach to delivering negative news. b. the indirect approach to delivering negative news. c. assurance. d. slander. e. private communication.

a. the direct approach to delivering negative news

35. A(n) _____ is a government ruled by God and his or her designees. a. theocracy b. democracy c. anarchy d. monarchy e. centralized rule

a. theocracy

11. A(n) _____ is a short, specific sentence capturing the central idea of your speech. a. thesis statement b. essay c. introduction d. opening paragraph e. topic sentence

a. thesis statement

13. According to Schutz, _____ are people who seek limited interaction. a. underpersonals b. abdicrats c. personal individuals d. loners e. anti-socials

a. underpersonals

11. Internal feedback: a. is limited in its use and reliability. b. starts with you, the author. c. involves a response from the receiver. d. is a response that does not directly come from the receiver or source. e. cannot come from anyone other than the author.

b. starts with you, the author.

14. Since the possibility of overlapping and competing viewpoints and perspectives exists, a group will experience a(n) _____ stage. a. forming b. storming c. norming d. performing e. adjourning

b. storming

8. _____ feedback is a response that comes from the receiver. a. Indirect b. Tactile c. Direct d. External e. Internal

c. Direct

9. The larger the group grows: a. the greater is the amount of feedback. b. the lesser is the influence of the environment on the message. c. the more likely it is to subdivide. d. the greater is the contribution of each member to the work. e. the more efficient it becomes.

c. the more likely it is to subdivide

6. During the feedforward stage of a telephone conversation: a. greetings are reciprocated. b. parties exchange roles. c. the purpose and tone of the conversation are established. d. business is concluded. e. both parties say goodbye.

c. the purpose and tone of the conversation are established.

50. According to this theory, workers are trusted to do their jobs with excellence and management is trusted to support them, looking out for their well-being. a. Theory X b. Theory Y c. Theory Z d. Economic man theory e. Maslow's hierarchy of needs

c. theory Z

41. Which of the following would be an inappropriate response to a "gotcha" question? a. "We're not ready to discuss the matter at this time." b. "When more information becomes available we will let you know." c. "Our company has no position on that issue." d. "I believe the company is planning to venture in that direction." e. "We're not prepared to speculate on that issue at this time."

d. "I believe the company is planning to venture in that direction"

30. Quantitative research focuses on quantity in the sense of _____. a. "what is involved in making a really good attempt?" b. "how do people respond when they learn of your situation?" c. "how does it feel?" d. "how many customers?" e. "what is it like?"

d. "how many customers?"

47. A(n) _____ leader is an individual who grows into the leadership role, often out of necessity. a. appointed b. autocratic c. democratic d. emergent e. laissez-faire

d. emergent

24. Which of the following statements is true regarding uncertainty? a. As uncertainty decreases, nonverbal displays of affiliation also begin to decrease. b. Higher levels of uncertainty are associated with an increase in the indication of liking the other person. c. When experiencing high levels of uncertainty, we tend to ask fewer questions. d. When experiencing high levels of uncertainty, the communication interaction is not as personal or intimate. e. When experiencing high levels of uncertainty, communication will feature lower levels of reciprocity.

d. when experiencing high levels of uncertainty, the communication interaction is not as personal or intimate

7. _____ involves a topic that is especially compatible with your audience's interest, expectations, norms, or customs. a. An attention statement b. Aptitude c. Ability d. Appeal e. Appropriateness

e. Appropriateness

44. _____ is the tendency to view other cultures as inferior to one's own. a. Prototype b. Cultural diversity c. Stereotype d. Imperialism e. Ethnocentrism

e. Ethnocentrism

13. In a telephone conversation, _____, or the sounds we hear that are not verbal, including pitch, tone, rate, rhythm, pace, articulation, and pronunciation are all available to the listener. a. body language b. haptics c. semiotics d. semantics e. paralanguage

e. paralanguage

41. Which of the following statements is true regarding civil law? a. It draws from an English tradition. b. The judge interprets the law and considers the concept of precedent, or previous decisions. c. It naturally adapts to changes in technology and modern contexts as precedents accumulate. d. It involves more interpretation that can produce conflict with multiple views on the application of the law in question. e. The rules are spelled out in detail, and judges are responsible for applying the law to the given case.

e. the rules are spelled out in detail, and judges are responsible for applying the law to the given case

12. Which of the following is false regarding internal feedback? a. If your writing is technically correct and polished, it is perfectly satisfactory for any kind of reading audience. b. Correctness involves accuracy: questions concerning true, false, and somewhere in between. c. Writing correctly includes providing current, up-to-date information. d. Most business documents place an emphasis on the time-sensitivity of the information. e. Information that is not current serves useful purposes, but often requires qualification on why it is relevant, with particular attention to a current context.

a. If your writing is technically correct and polished, it is perfectly satisfactory for any kind of reading audience.

28. Which of the following is false about public speaking and perfection? a. Improvement is an end in itself. b. Recognize that your listeners do not want to see you fail. c. Eliminating distracting habits can become a goal for improvement. d. Comparing ourselves to others and ourselves is inherent. e. Many people believe that learning to speak in public is more about the journey than the destination.

a. Improvement is an end in itself.

21. _____ is the process by which you cause an idea or ideas to develop in your mind. a. Incubation b. Exposure c. Incorporation d. Accommodation e. Assimilation

a. Incubation

44. _____ feedback allows the speaker to hear a clear demonstration of feedback that confirms that the message was understood or needs correction. a. Interpretive b. Supportive c. Probing d. Understanding e. Evaluative

a. Interpretive

21. The social penetration theory was propounded by: a. Irwin Altman and Dalmas Taylor. b. Abraham Maslow. c. Gordon Allport. d. Bruce Tuckman. e. Steven Beebe and Susan Beebe.

a. Irwin Altman and Dalmas Taylor

45. Which of the following is a sales message strategy for success? a. Know your audience b. Take big steps and give the audience a lot of information c. Start with your least interesting benefit d. Lead with reason e. Follow with emotion

a. Know your audience

12. These are often sent out before the meeting so participants have the opportunity to review them and note any needed corrections. a. Minutes b. Roll call c. Old business d. Introductions e. Reports

a. Minutes

41. Which of the following about collectivistic cultures is true? a. People value the family or community over the needs of the individual. b. People discuss rules and expectations clearly to make sure the rules are known. c. People often focus on principles, rather than having rules for every circumstance. d. People value individual freedom and personal independence. e. People accept that the outcome is not always known.

a. People value the family or community over the needs of the individual.

24. _____ is the process by which you look over your speech again in order to correct or improve it. a. Revision b. Incorporation c. Exposure d. Production e. Incubation

a. Revision

22. Which of the following statements is true about roasts? a. Roasts can hurt feelings. b. A roast is an opportunity to say something mean. c. One common roast that always serves to honor a person is "to success!" d. The targets most commonly associated with roasts are individuals with limited power and influence. e. A common context for a round of roasts is a wedding.

a. Roasts can hurt feelings.

7. Which of the following about indirect feedback is false? a. The fact that the information is not communicated directly implies that it does not have value. b. Comments, e-mails, and information from individuals within the organization about what customers have told them are all sources of indirect feedback. c. The fact that the information is not communicated directly may limit its use or reliability. d. It comes indirectly from the receiver or source. e. The receiver may receive the message and become the source of the response, but they may not communicate that response directly to the author.

a. The fact that the information is not communicated directly implies that it does not have value.

27. Which of the following about closed questions is true?a. They require a simple yes or no to respond. b. They give respondents complete freedom to write their thoughts. c. They promote the expression of new and creative ideas. d. They can lead to valuable insights for the writer. e. They are difficult to tabulate as "votes."

a. They require a simple yes or no to respond.

6. What is the purpose of a memo? a. To inform b. To introduce you to a potential employer c. To announce a product or service d. To communicate feelings and emotions e. To introduce your skills and qualifications to prospective employers

a. To inform

25. Asking for a list of interview questions in advance relates to which of the following interview preparation factors? a. Topic b. Format c. Time d. Background e. Feedback

a. Topic

51. Family business is: a. any business, group, or corporation in which two or more family members are involved and hold the majority of the ownership. b. any home where a family works together. c. any place where a family works together. d. any corporation in which some employees are family.

a. any business, group or corporation in which two or more family members are involved and hold the majority of the ownership

32. Co-languages: a. are language systems that exist and interact with the dominant language but are nonetheless distinct from it. b. are occupation-specific languages used by people in a given profession. c. refer to the use of existing words to take the place of standard words. d. refer to the use of newly invented words to take the place of traditional words with the intent of adding an unconventional effect. e. involve the study of the principles and rules for constructing sentences in natural languages.

a. are language systems that exist and interact with the dominant language but are nonetheless distinct from it.

41. Changing the subject or leaving the room when faced with a conflict situation is indicative of which of the following conflict management strategies? a. Avoidance b. Defensiveness c. Supportiveness d. Face-detracting strategies e. Gunnysacking

a. avoidance

43. An economy with relatively little government oversight may: a. be said to reflect more of the market(s). b. be more restricted. c. be more challenging for both internal and external businesses. d. regulate business transactions based on the government's needs. e. take a more "hands off" approach in economic areas.

a. be said to reflect more of the market(s).

43. __ are Web pages with periodic posts that may or may not feature feedback responses from readers, whereas _____ are collaborations on Web content that are created and edited by users. a. Blogs; wikis b. Forums; blogs c. Wikis; social networking sites d. Forums; wikis e. Professional networking sites; social networking sites

a. blogs; wikis

27. _____ limit the responses to a preselected range of options or choices. a. Closed-ended questions b. Open-ended questions c. Unstructured questions d. Qualitative research studies e. Confounding factors

a. closed-ended questions

54. Tips and bribery are: a. culturally acceptable in some places worldwide. b. unacceptable worldwide. c. an expected reward whenever you travel. d. are understood as just part of travel in the United States and abroad.

a. culturally acceptable in some places worldwide

20. _____ is the relationship between the organization (sometimes represented by the product or service itself) and the customer. a. Customer relationship management b. Quality control c. Public relations d. External communication e. Corporate communications

a. customer relationship management

16. According to the text, _____ is often the greatest challenge for Web-based services. a. delivery b. budget c. postpurchase customer service d. getting customers for your business e. location

a. delivery

17. _____ shift the burden of responsibility from themselves to others, looking to others for a sense of control. a. Democrats b. Autocrats c. Abdicrats d. Underpersonals e. Undersocials

a. democrats

1. _____ may be defined as the exchange of information with those who are alike culturally, linguistically, and/or geographically. a. Group communication b. Intrapersonal communication c. Interpersonal communication d. Public communication e. Mass communication

a. group communication

47. _____ refers to the imaginary bag we all carry, into which we place unresolved conflicts or grievances over time. a. Gunnysacking b. Knapsacking c. Clutching d. Bagging e. Packing

a. gunnysacking

10. Which of the following statements is true with regard to delivering a negative message? a. Have a clear understanding of the message b. Redirect with reminders of the negative news c. Provide a clear explanation with admission of guilt or culpability d. Limit adherence to procedure and protocol e. Provide the negative information in the opening statement

a. have a clear understanding of the message

17. When a browser, like Internet Explorer or Firefox, receives a file from a Web server, it is considered a _____. a. hit b. hub c. boot d. loop e. mod

a. hit

21. Learning the rules of a business or organization by observing the conduct of others is indicative of a(n): a. implicit-rule culture. b. explicit-rule culture. c. uncertainty-accepting culture. d. uncertainty-rejecting culture. e. short-term orientation

a. implicit-rule culture

36. Closings are similar to the _____ step, and often involve ritual norms. a. initiation b. preview c. talking points d. feedback e. recycle

a. initiation

27. _____ can be defined as communication between two people. a. Interpersonal communication b. Group communication c. Intrapersonal communication d. Reciprocity e. The dyadic effect

a. interpersonal communication

2. Mike and Sara are both from the same country and share the same culture. The communication that takes place between them would be classified as: a. intracultural communication. b. intrapersonal communication. c. ethnocentric communication. d. international communication. e. individual communication.

a. intracultural communication

28. Long-term orientation: a. is often marked by persistence, thrift, and frugality. b. values immediate results. c. places greater emphasis on reciprocation of greetings and rewards. d. gives importance to personal representation and honor. e. separates the individual from the family.

a. is often marked by persistence, thrift and frugality

48. The autocratic leader: a. is self-directed and often establishes norms and conduct for the group. b. acknowledges diverse opinions in the team. c. is designated by an authority to serve in that capacity. d. is a "natural leader." e. has skills that others do not.

a. is self-directed and often establishes norms and conduct for the group

7. All of the following are ways of becoming conscious of how we think and communicate with ourselves in order to achieve an inner quietness, except: a. learning to be quiet. b. listening to others when they communicate through the written or spoken word. c. refraining from preparing our responses before others finish speaking. d. jumping to conclusions from only partially attending to the speaker message. e. "turning off" our internal monologue.

a. learning to be quiet

31. _____ questions allow for the conversion of feelings, attitudes, and perceptions into numbers in a range. a. Likert Scale b. Multiple choice c. Ordinal d. Numerical e. Categorical

a. likert scale

12. The conclusion of a letter: a. may include a call to action. b. establishes the sender. c. establishes the purpose. d. articulates the message. e. sometimes includes contact information.

a. may include a call to action.

10. A _____ is a small, independent group that has a link, affiliation, or association with a larger group. a. microgroup b. clique c. secondary group d. dyad e. squad

a. microgroup

10. Hall shows us that emphasis on a culture as a whole, and how it operates, may lead us to: a. neglect individual differences. b. hold beliefs or practice customs that do not follow our own cultural norm. c. identify the unique differences that exist between people. d. learn more about other cultures. e. be more open to new ideas and experiences.

a. neglect individual differences

3. The first part of a negative news message, verbal or written, involves: a. neutral or positive information. b. an explanation discussing why there is an issue in the first place. c. the bad news itself. d. the bad news and a solution strategy. e. both positive and negative information

a. neutral or positive information

20. As a _____ member, your level of acceptance will increase as you begin learning the groups' rules, spoken and unspoken. a. new group b. divergent group c. marginal group d. full e. potential

a. new group

34. When linking your award to a motivational anecdote, it important: a. not to exaggerate or stretch the story. b. to be sure to not leave anyone out. c. to apologize first. d. to take your time to get the facts right. e. to use sweeping gestures.

a. not to exaggerate or stretch the story.

39. Which of the following should be done in the event that you decide that the position is not right for you? a. Notify the employer without delay b. Become fixated on one position or job c. Focus on the loss and all the hard work you've done d. Seek out local resources and stop networking e. Stop researching

a. notify the employer without delay

29. The time frame of a speaker introduction is typically: a. one to three minutes. b. two to six minutes. c. five minutes. d. five to eight minutes. e. ten minutes.

a. one to three minutes.

33. In low-power distance cultures: a. people relate to one another more as equals. b. occupational positions are a reflection of dominant or subordinate roles. c. people are less likely to challenge the decisions of their superiors. d. less powerful people must accept decisions without comment. e. managers have limited control over employees.

a. people relate to one another more as equals

11. _____ is a negative preconceived judgment or opinion that guides conduct or social behavior. a. Prejudice b. Ethnocentrism c. Activism d. Tolerance e. Phobia

a. prejudice

38. Which of the following statements is not true regarding press conferences? a. Press conferences normally involve a written statement that is improvised upon. b. Press conferences are normally followed by a question and answer session. c. Press conferences are used for positive and negative news announcements as well as for clarifications. d. Press conference messages are often drafted by someone in public relations or media. e. Press conference messages are reviewed by legal counsel when warranted.

a. press conferences normally involve a written statement that is improvised upon

32. This stage of a conversation can serve to reduce uncertainty and signal intent. a. Preview b. Talking points c. Feedback d. Closing e. Recycle

a. preview

41. In most business situations, it is appropriate to speak with some level of formality, yet avoid sounding stilted or arrogant. This relates to the _____ of one's voice. a. quality b. volume c. pitch d. tempo e. loudness

a. quality

25. _____ involves investigation and analysis of data and relationships between data that can be represented by numbers. a. Quantitative research b. Research methodologies c. Qualitative research d. Open-ended questions e. Confounding factors

a. quantitative research

25. A special interest pleader: a. relates discussions to a personal agenda. b. suggests new ideas or new ways of looking at a problem. c. brings ideas, information, and suggestions together. d. evaluates ideas and provides constructive criticism. e. blocks attempts at consensus consistently.

a. relates discussions to a personal agenda

59. Virtual communication can be defined as: a. Representational interaction between individuals, groups, and communities within the online environment. b. Abstract and descriptive interaction between people online c. Descriptive and concrete interactions between people online d. An important part of only role-playing games.

a. representational interaction between individuals, groups and communities within the online environment

8. The second quadrant of Luft and Ingram's model of the dimensions of self: a. represents things others observe about us that we are unaware of. b. represents information that is known to you and others. c. involves information that you know, but do not reveal to others. d. involves information that is unknown to you and your conversational partners. e. involves information that is actively withheld by you and others.

a. represents things others observe about us that we are unaware of

13. This marks the passage of the individual within the community; some of these may be so informal as to be hardly noticed, while others may be highly formalized. a. Rites of initiation b. Artifacts c. Interpersonal communication d. Principles e. Reciprocity

a. rites of initiation

10. According to Maslow's hierarchy of needs, once our basic needs are met we move to level two: a. safety. b. love and belonging. c. self-esteem. d. knowledge. e. self-actualization.

a. safety

4. "Finger lickin' good" is the _____ of Kentucky Fried Chicken. a. slogan b. quote c. motto d. creed e. idiom

a. slogan

45. Face-detracting strategies: a. take away from the respect of a person. b. preserve a supportive climate. c. promote listening. d. allow for collaboration. e. are common in collectivist cultures

a. take away from the respect of the person

57. Mass culture refers to a. The messages create and received through mass media. b. The opposition to mass media. c. The representation of mass media. d. The message that describe mass media.

a. the messages create and received through mass media

20. RFPs: a. typically specify the product, guidelines for submission, and evaluation criteria. b. emphasize cost. c. emphasize service and maintenance as part of the solicitation. d. are often job-specific. e. encompass a project that requires a timeline, labor, and materials.

a. typically specify the product, guidelines for submission, and evaluation criteria.

37. If you are assigned to act as emcee for an event: a. you need to confirm the speakers' availability and their understanding of their roles. b. you should not enforce time restriction on speakers. c. you should avoid incorporating time as transitions. d. you should be provided with a ready agenda and should not have to prepare one. e. you are still not authorized to communicate in advance with featured speakers, award presenters, and the like.

a. you need to confirm the speakers' availability and their understanding of their roles.

24. _____ are frequently cited documents. a. Cookies b. Authority pages c. Hubs d. Hits e. Web pages

b. Authority pages

39. Which of the following about maximizing your scannable résumé content is true? a. Use nonstandard terms to stand out b. Choose a sans serif font like Arial that will not be misread c. Use italics, underlining, and lines d. The bigger your font, the more likely the computer is to make the error of combining adjacent letters e. Use Inkjet printers to get crisp letter formation

b. Choose a sans serif font like Arial that will not be misread

34. What is the advantage of a reverse chronological résumé? a. Highlights skills and experience b. Demonstrates a consistent work history c. Demonstrates skills that can clearly link to job functions d. Highlights the skills you have that are relevant to the job e. Points out to the reader how your qualifications and experience clearly match the job duties

b. Demonstrates a consistent work history

15. Cultures all hold values and principles that are commonly shared and communicated: a. specifically through the education system. b. from older members to younger ones. c. via intrapersonal communication. d. before a person is initiated into a group or community. e. only among valued members.

b. From older members to younger ones

40. Which of the following is false about uncertainty-accepting and uncertainty-rejecting cultures? a. In the U.S., we often look to guiding principles rather than rules for every circumstance. b. In Peru, people believe that with hard work, they can achieve their goals even though they do not know the outcome. c. In Chile, people prefer to reduce ambiguity and uncertainty. d. In Argentina, people like to know exactly what is expected. e. In Chile, people like to know what the probable outcome will be.

b. In Peru, people believe that with hard work, they can achieve their goals even though they do not know the outcome.

39. In discussing the degree to which cultures communicate rules explicitly or implicitly, which of the following is false? a. In an explicit context, the rules are discussed before holding a meeting. b. In the U.S., the rules are generally understood by everyone. c. In the U.S., we want to make sure everyone knows the rules beforehand and we get frustrated if people do not follow the rules. d. People from Latin America tend to be more accommodating to small differences. e. People from the Middle East are less concerned about whether or not everyone plays by the same rules.

b. In the U.S., the rules are generally understood by everyone.

6. _____ feedback is a response that does not directly come from the receiver or source. a. Tactile b. Indirect c. Internal d. Direct e. External

b. Indirect

23. Which among the following statements is not true about media interviews? a. It is a discussion involving questions and answers for the purpose of broadcast. b. It is the same as an informational interview. c. In an interview, anything you say can and often will be used against you. d. Never say anything you would not feel comfortable hearing quoted out of context on the evening news. e. Be prepared for the unexpected as well as the expected in an interview.

b. It is the same as an informational interview.

1. Which of the following statements is not true about texting? a. It has become a common way to connect. b. It is useful for long and complicated messages. c. It is a convenient way to stay connected with others when talking on the phone would be cumbersome. d. It is useful for short exchanges. e. It is a form of written communication using a digital device.

b. It is useful for long and complicated messages.

10. Which of the following about letters is false? a. It can serve to introduce you to a potential employer. b. It may include statements that align business and employee interest, and underscore common ground and benefit. c. It can be used to communicate feelings and emotions. d. It may serve to deliver important or specific information. e. It can be used to announce a product or service.

b. It may include statements that align business and employee interest, and underscore common ground and benefit

16. "Why are we here and whom do we serve?" In business, the answers to these questions can be found in: a. a SWOT analysis. b. organizational charts. c. employee satisfaction surveys. d. mission and vision statements. e. a business plan.

b. Mission and vision statements

39. _____ is the consistency of your measurements. a. Arbitrariness b. Reliability c. Validity d. Determination e. Randomness

b. Reliability

21. _____ are public proclamations that ridicule or criticize someone to honor them. a. Declarations b. Roasts c. Toasts d. Oaths e. Vows

b. Roasts

17. _____ refers to your capacity to respond to stimulation, be excited, be responsive, or be susceptible to new information. a. Exposure b. Sensitivity c. Allocating d. Delegating e. Apathy

b. Sensitivity

30. Which of the following is false about public speaking? a. Speaking in public is like participating in a conversation. b. Since the idealistic qualities we perceive in eloquent speakers are mandatory, we should focus on the possibility of measuring up. c. The rules we play comfortably by in conversation every day are the same as we shift to a larger conversation within the context of public speaking. d. There is a clear connection between everyday speech and public dialogue. e. By letting go of the need for perfection, we can approach public speaking with a more pragmatic frame of mind.

b. Since the idealistic qualities we perceive in eloquent speakers are mandatory, we should focus on the possibility of measuring up.

34. _____ is the use of existing or newly invented words to take the place of standard or traditional words with the intent of adding an unconventional, nonstandard, humorous, or rebellious effect. a. Jargon b. Slang c. Cliché d. Lingo e. Axiom

b. Slang

2. These are brief statements that zero in on the point of a larger or longer message. a. Slogans b. Sound bites c. Proverbs d. Idioms e. Phrases

b. Sound bites

1. Which of the following allows you to increase the audience's knowledge, teach about a topic or issue, and share your expertise? a. Speech to demonstrate b. Speech to inform c. Speech to persuade d. Speech to entertain e. Ceremonial speech

b. Speech to inform

28. Which of the following statements is not true regarding speaker introductions? a. You may need to consider the unusual, or the little known, when introducing someone who is famous. b. Stick to the "laundry list" approach—a summary of the speaker's education and experience. c. When introducing a speaker, your range of options is almost limitless, but your time frame and overall function are not. d. Be brief, and establish the speaker's credibility while motivating interest. e. Consider mentioning the speaker's most recent work or activity as it relates to the topic of the presentation.

b. Stick to the "laundry list" approach—a summary of the speaker's education and experience.

45. _____ feedback communicates encouragement in response to a message. a. Interpretive b. Supportive c. Probing d. Understanding e. Evaluative

b. Supportive

36. Which of the following statements is true regarding the role and responsibility of the master of ceremonies? a. The master of ceremonies is often the last person to take the stage and the first one to leave it. b. The emcee is required to help an unprepared speaker accept an award, move to their conclusion, and exit the stage. c. The master of ceremonies should come completely prepared to make sure the agenda is followed, but it is the duty of the speaker to ensure that the event starts and ends on time. d. The emcee must never interject the speaker. e. It is not the responsibility of the master of ceremonies to prepare the agenda for the event.

b. The emcee is required to help an unprepared speaker accept an award, move to their conclusion, and exit the stage.

38. _____ are words, sounds, or images that compel the audience to pass them along. a. Rumors b. Viral messages c. Anecdotes d. Tweets e. Text messages

b. Viral messages

18. A computer dedicated to serving the online requests for information via the Internet is called a _____. a. Webmaster b. Web server c. Web crawler d. Web browser e. Webmin

b. Web server

60. Libel is: a. A spoken, published false statement that is damaging to a person's reputation, personal or professional. b. A written, published false statement that is damaging to a person's reputation, personal or professional. c. A song which demonstrates a published false statement that is damaging to a person's reputation, personal or professional. d. A radio interview which demonstrates published false statement that is damaging to a person's reputation, personal or professional.

b. a written, published false statement that is damaging to a person's reputation, personal or professional

21. According to Kuhn, this is the necessary ingredient for a paradigm shift, or a change in overall view. a. Assurance b. An anomaly c. Qualitative research d. A confounding factor e. A red herring

b. an anomaly

37. Which of the following statements is not true regarding preparing for an employment interview? a. Focus on how your talents, expertise, and experience can help the organization address its problems. b. Be prepared only for standard questions related to your education and experience. c. It is appropriate to call and ask the human resources offices about the dress code for an employment interview. d. Contact the local chamber of commerce to know more about the company. e. Carefully read the job ad that got you the interview, and memorize what it says about the job and the qualifications.

b. be prepared only for standard questions related to your education and experience

18. The indirect approach places the negative news: a. at the beginning of the message. b. between a positive introduction and a conclusion. c. between a "buffer" and a "cushion." d. at the end of the message e. within the residual message.

b. between a positive introduction and a conclusion

6. "Thank you for your order. We appreciate your interest in our product." Which part of the negative news message is reflected in this statement? a. Negative news b. Buffer c. Explanation d. Redirect e. Refocus

b. buffer

43. Two concepts central to both face-detracting and face-saving strategies are: a. direct confrontation and indirect confrontation. b. competition and collaboration. c. avoidance and empathy. d. listening and communication. e. trust and self-disclosure.

b. competition and collaboration

29. After establishing the criteria for a solution, the next step is to: a. decide on a solution. b. consider possible solutions to the problem. c. conduct a cost-benefit analysis. d. gather information and learn more about the problem. e. implement a solution.

b. consider possible solutions to the problem

1. Suppose you have written an article about a new product. Your company has developed an advertising campaign introducing the product to the market and has added it to their online sales menu. Once your article has been reviewed and posted, it is accessed online by a reader in another country who is currently researching products that fall within your product range. That reader sees a banner ad displayed across the header of the Web page, with the name of your company prominently displayed in the reader's native language. Ads of this nature are called _____ ads. a. psychologically irrelevant b. contextually relevant c. behaviorally nonrelevant d. channel nonrelevant e. interference awareness

b. contextually relevant

37. _____ is one form of government that promotes the involvement of the individual. a. Theocracy b. Democracy c. Anarchy d. Monarchy e. Centralized rule

b. democracy

22. _____ members pull back, contribute less, and start to see themselves as separate from the group. a. New group b. Divergent group c. Marginal group d. Full e. Potential

b. divergent group

21. RFQs: a. typically specify the product. b. emphasize cost. c. normally specify the guidelines for submission and evaluation criteria. d. are often job-specific. e. encompass a project that requires a timeline, labor, and materials.

b. emphasize cost.

1. Which of the following is not one of the goals of a negative news message? a. Help the receiver understand and accept the news. b. End the relationship when a formal association is being terminated. c. Reduce the anxiety associated with the negative news to increase comprehension. d. Be clear and concise in order not to require additional clarification. e. Maintain trust and respect for the business or organization and for the receiver.

b. end the relationship when a formal association is being terminated

45. If you visit a new country where people do things differently, you would be considered _____ if you viewed their way as wrong because it is not the same way you were taught. a. polycentric b. ethnocentric c. geocentric d. egocentric e. regiocentric

b. ethnocentric

25. Which of the following statements is true regarding monochromatic time? a. Interruptions are not looked down upon. b. Everything has its own specific time. c. It can be observed in Greece, Italy, Chile, and Saudi Arabia. d. People tend to mix business and family activities. e. Many things are scheduled at the same time.

b. everything has its own specific time

22. In a(n) _____ culture, rules are clearly communicated so that everyone is aware of them. a. uncertainty-accepting b. explicit-rule c. collectivist d. short-term orientation e. feminine

b. explicit-rule

42. A speaker with a _____ is often interpreted as being bored and often bores his or her listeners. a. loud voice b. flat pitch c. pleasant tone d. varying pitching e. natural voice

b. flat pitch

11. _____ involves how the group members interact with one another and form relationships. a. Grouping b. Group socialization c. Norming d. Reciprocity e. Mutuality

b. group socialization

26. Which among the following is an example of an open-ended question? a. Have you purchased our product previously? b. How does the product make you feel? c. Please indicate the year you were born. d. How many times have you shopped at our stores? e. Were the service representatives helpful?

b. how does the product make you feel?

48. Which of the following statements is true regarding giving and receiving evaluations and criticism in the workplace? a. If your supervisor starts to discuss a point and you immediately start debating the point in your mind, you are paying attention to what is actually being communicated. b. If you are at the receiving end of an evaluation or criticism, you may need to ask a clarifying question if it doesn't count as an interruption. c. Regardless of whether you are the employee receiving the criticism or the supervisor delivering it, avoid nodding and leaning forward. d. If you disagree with an evaluation, bring up past issues and keep the conversation focused on the task at hand. e. People generally like surprises and do not want to know what is coming.

b. if you are at the receiving end of an evaluation or criticism, you may need to ask a clarifying question if it doesn't count as an interruption

6. _____ refers to the self-talk of intrapersonal communication. a. Soliloquy b. Internal monologue c. Elocution d. Inner conflict e. Inner voice

b. internal monologue

1. _____ may include self-talk, acts of imagination and visualization, and even recall and memory. a. Concentration b. Intrapersonal communication c. Jargon d. Incubation e. Nonverbal communication

b. intrapersonal communication

33. The first step in accepting an award: a. is to consider what the award recognizes within your professional community. b. is to say thank you. c. is to give credit where credit is due. d. is to link the award to a motivational anecdote. e. is to say "There are so many people who made this possible. Thank you all!"

b. is to say thank you.

34. Which of the following statements is true regarding the feedback stage of a conversation? a. It is the opposite of the preview step. b. It allows conversational partners to arrive a sense of mutual understanding. c. Success at this stage can lead to additional interactions. d. It comes directly after the preview stage. e. It involves clarification but little discussion and restatement.

b. it allows conversational partners to arrive a sense of mutual understanding

31. Members of _____ cultures place emphasis on external goods and services as a representation of self, power, and social rank. a. indirect b. materialistic c. collectivist d. explicit-rule e. long-term orientation

b. materialistic

5. Primary groups: a. by definition meet all of one's needs. b. meet most, if not all, of one's needs. c. meet some, but not all, needs. d. often include work groups. e. meet your intrapersonal needs.

b. meet most, if not all, of one's needs

28. A progress report: a. analyzes problems and predicts whether current solutions will be practical, advisable, or produce the desired outcome(s). b. monitors and controls production, sales, shipping, service, or related business processes. c. makes recommendations to management and becomes a tool to solve problems and make decisions. d. discusses competing products with an analysis of relative advantages and disadvantages. e. documents and indicates the extent to which a product is within established compliance parameters.

b. monitors and controls production, sales, shipping, service, or related business processes.

30. _____ questions allow for specific choices and limit the range of options. a. Likert Scale b. Multiple choice c. Ordinal d. Numerical e. Categorical

b. multiple choice

28. With these types of questions the value is placed on the personal response and the range of data gathered may well be quite diverse, presenting challenge to categorize and group. a. Closed-ended questions b. Open-ended questions c. Unstructured questions d. Categorical questions e. Multiple choice questions

b. open ended questions

5. During the _____ stage of a telephone conversation both parties identify themselves. a. feedforward b. opening c. business d. feedback e. closing

b. opening

7. _____ is the most basic form of relationship formation. It applies to childhood best friends, college roommates, romantic couples, business partners, and many other relationships. a. Teaming b. Pairing c. Priming d. Grouping e. Agreement

b. pairing

37. A(n) _____ is a presentation of information to the media. a. crisis communication plan b. press conference c. media review d. employment interview e. public relations campaign

b. press conference

4. _____ are formed through communication interaction across time, and often share a common history, values, and beliefs about the world around us. a. Norms b. Relationships c. Roles d. Functions e. Processes

b. relationships

30. The initiation stage of a conversation: a. follows the preview stage. b. requires you to be open to interact. c. consists of talking points. d. increases efficiency across time. e. is rarely associated with anxiety.

b. requires you to be open to interact

12. On the telephone, proximity is a function of: a. the time zone. b. response time. c. the context. d. physical space. e. the degree to which one person is near another.

b. response time

4. Our _____ is "what we perceive ourselves to be," and involves aspects of image and esteem. a. internal monologue b. self-concept c. personality d. IQ e. character

b. self-concept

22. According to the social penetration theory, people go from: a. intrapersonal to interpersonal communication. b. superficial to intimate levels of communication. c. interpersonal to group communication. d. being undersocials to social individuals. e. being underpersonals to personal individuals.

b. superficial to intimate levels of communication

11. _____ allow(s) for quick feedback and clarification questions, and allow both parties an opportunity to recycle and revisit topics for elaboration or a better understanding. a. Written feedback b. Telephone calls c. E-mails d. Memos e. Circulars

b. telephone calls

26. The expectation that when we reveal something about ourselves, others will reciprocate is known as: a. mutuality. b. the dyadic effect. c. predicted outcome value theory. d. social exchange theory. e. equity theory.

b. the dyadic effect

34. This space is often associated with power, status, and hierarchy and may play an important role in the flow of interactions across the meeting. a. An aisle seat b. The head of the table c. Premium seating d. Circular seating e. The side of a rectangular table

b. the head of the table

2. Mark, a manager, approaches an employee in his cubicle to speak to him directly about his poor performance. He says, "You had better buck up or I'll be forced to put you on a performance improvement program." A possible disadvantage of this approach is that: a. the juxtaposition between the environment and the verbal message may cause tension and confusion. b. the lack of tact apparent in the approach may reflect negatively on Mark. c. it may be considered beyond the scope of supervision. d. the statement may elicit more responses and open the conversation up into a dialogue. e. it will still keep a positive attitude even as Mark gives the employee a verbal warning.

b. the lack of tact apparent in the approach may reflect negatively on Mark

12. Beyond self-actualization, Maslow recognizes our innate need: a. for love and belonging. b. to know. c. to experience beauty. d. for safety. e. to change.

b. to know

46. Theory X asserts that: a. workers are motivated by their high-level needs. b. workers have a general disposition against labor. c. workers require little direct supervision. d. workers seek responsibility. e. workers are hard-working.

b. workers have a general disposition against labor

2. Which of the following tips for effective business texting is not true? a. Know your recipient. b. Contacting someone too frequently can border on harassment. c. Anticipate intentional misinterpretation. d. Do not text and drive. e. Unplug yourself once in awhile.

c. Anticipate intentional misinterpretation

17. Which of the following is false about business proposals? a. Each assertion in your business proposal requires substantiation. b. By association, if your organization is credible the product or service is often thought to be more credible. c. Ethos refers to enthusiasm, pathos to credibility, and logos to reason. d. In making claims about your product, you have to show why the claims you make are true and support your central assertion that your product is right for this client. e. Make sure you cite sources and indicate "according to" in your business proposal when you support your points.

c. Ethos refers to enthusiasm, pathos to credibility, and logos to reason.

2. What is the final step in the communication process? a. Context b. Interference c. Feedback d. Message e. Channel

c. Feedback

23. _____ are documents with many links. a. Page ranks b. Authority pages c. Hubs d. Cookies e. Web pages

c. Hubs

22. _____ refers to the process by which you bring the information into a whole or complete topic. a. Incubation b. Exposure c. Incorporation d. Accommodation e. Assimilation

c. Incorporation

41. _____ involves the degree to which each evaluator evaluates the same in similar contexts. a. Statistically significant findings b. Test-retest reliability c. Inter-rater reliability d. Quantitative research e. Internal consistency reliability

c. Inter-rater reliability

32. Which of the following about qualitative research is true? a. It explores the "what." b. It handles large audiences well. c. It explores the "how" and the "why." d. It allows for in-depth interpersonal interviews which produce insignificant results. e. It involves hundreds or thousands of interviews.

c. It explores the "how" and the "why."

36. What is the advantage of a combination résumé? a. It demonstrates a consistent work history. b. It demonstrates skills that can clearly link to job functions or duties. c. It highlights the skills you have that are relevant to the job and provides a reverse chronological work history. d. It is often associated with people who have gaps in their employment history. e. It highlights skills and experience.

c. It highlights the skills you have that are relevant to the job and provides a reverse chronological work history.

5. Which of the following about the grapevine is not true? a. It involves information that is indirect .b. It includes information that is speculative. c. It involves information that is immediately verifiable. d. It is characterized by rumor, gossip, and innuendo. e. It is the unofficial, informal communication network within an organization.

c. It involves information that is immediately verifiable.

20. _____ are a count of how many times a Web page is viewed, irrespective of the number of files it contains. a. Hits b. Hubs c. Page views d. Page rankings e. Web pages

c. Page views

33. _____ research involves investigation and analysis of data and relationships between data that can be represented by numbers. a. Secondary b. Qualitative c. Quantitative d. Assessable e. Mixed-methods

c. Quantitative

14. This meeting agenda element is optional and applies if there are subcommittees or groups working on specific, individual action items that require reports to the group or committee. a. Introduction b. Reading of the minutes c. Reports d. Old business e. Subject line

c. Reports

24. Which of the following about reports is false? a. Reports are part of any business or organization. b. They serve to document specific information for specific audiences, goals, or functions. c. Reports are always analytical. d. The type of report is often identified by its primary purpose or function. e. A report may have conclusions, propositions, or a call to action.

c. Reports are always analytical.

35. _____ involve examining and evaluating the methods used in investigation or soliciting feedback. a. Probing feedbacks b. Face-detracting strategies c. Research methodologies d. Face-saving strategies e. Mixed-methods

c. Research methodologies

36. _____, which involve expected social behavior, are an aspect of intercultural communication that can act as a barrier to effective communication. a. Role complexities b. Role diffusions c. Role identities d. Role ambiguities e. Role facets

c. Role identities

10. Which among the following is not a delivery strategy to increase comprehension and reduce misunderstanding when communicating over the telephone or using VoIP programs? a. Use vivid terms to create interest and communicate descriptions. b. Be specific. c. Slow down your normal pattern of speech by a large degree. d. Show consideration for others by keeping your phone conversations private. e. Silence cell phones, pagers, and other devices when you are in a meeting.

c. Slow down your normal pattern of speech by a large degree.

14. According to the text, which of the following is a better characteristic to focus on when considering who may need to receive a letter in hard-copy form? a. Age b. Gender c. Socioeconomic status d. Religion e. Race

c. Socioeconomic status

26. Which of the following about speaking in public is false? a. Communication is a great resource and tool, and we can apply the principles and lessons to ourselves. b. We can choose to see speech as a natural extension of communication with others. c. Speaking in public is inherently stressful. d. Our response to a stimulus can contribute to or reduce our level of stress. e. We can choose to control nervousness by becoming more familiar with the expectations associated with public speaking.

c. Speaking in public is inherently stressful.

42. _____ are generalizations about a group of people that oversimplify their culture. a. Prejudices b. Ethnocentrisms c. Stereotypes d. Truisms e. Axioms

c. Stereotypes

31. In this approach to presenting an award you mention characteristics of the person receiving the award without initially mentioning their name—allowing the audience to start guessing who it might be. a. Direct approach b. Indirect approach c. Surprise approach d. Shock approach e. Implicit approach

c. Surprise approach

22. Which of the following about unsolicited proposals is true? a. Their presentation is typically customer-specific rather than general. b. They are often regarded as marketing materials, intended more to make direct sales than to stimulate interest for a follow-up contact. c. They can be tailored to specific businesses with time and effort. d. They encompass a project that requires a timeline, labor, and materials. e. They typically specify the product or service.

c. They can be tailored to specific businesses with time and effort.

28. Which of the following about focus groups is false? a. Forums and other virtual gatherings allow groups to come together across time and distance to discuss specific topics. b. Normally focus groups take place in a physical setting. c. They involve a representative sample of individuals, brought together to represent a smaller group. d. A Web camera, a microphone, and an Internet connection are all it takes to bring individuals together. e. They will increasingly gather via computer-mediated technologies in the future as the costs of bringing people together for a traditional meeting increase.

c. They involve a representative sample of individuals, brought together to represent a smaller group.

14. _____ form as the organization grows and expands, and stories are told and retold to educate new members on how business should be conducted. a. Legal systems b. Artifacts c. Traditions d. Anomalies e. Syntactic rules

c. Traditions

40. If a viral message provides novelty, or incorporates humor to motivate interest, then it satisfies which of the following factors of effective viral messages? a. Appeal to emotion b. Relevance c. Trigger d. Attention

c. Trigger

55. A tip is usually a a. A good idea. b. A bad idea. c. A monetary reward, sometimes in addition to a standard payment, for a service or action. d. A good idea, sometimes in addition to a standard payment, for a service or action.

c. a monetary reward; sometimes in addition to a standard payment, for a service or action

32. Which of the following statements is true regarding preparing for a business meeting? a. It is important to schedule meetings for the sake of doing so in the case of a standing committee. b. Distance is often an obstacle to participation in the case of business meetings. c. A reminder e-mail on the day of the meeting, often early in the morning, can serve as a personal effort to highlight the activities of the day. d. It is important to assemble as many additional participants as possible to improve the outcome of a meeting. e. Reliance on a software program to initiate a meeting request and receive a response is sufficient to encourage and ensure participation.

c. a reminder e-mail on the day of the meeting, often early in the morning can serve as a personal effort to highlight the activities of the day

6. A sales team may be classified as a: a. reference group. b. primary group. c. secondary group. d. dyad. e. pairing.

c. a secondary group

39. The simplest form of audio-only interaction is: a. a public address system. b. a radio interview. c. a telephone call. d. computer voice recognition technology. e. a dictation recording system.

c. a telephone call

16. Individuals who are self-directed in terms of control are called: a. democrats. b. autocratic. c. abdicrats. d. overpersonals. e. oversocials.

c. abdicrats

12. This denies cultural, racial, ethnic, socioeconomic, and many other valuable, insightful differences. a. Reciprocity b. Group communication c. Assume similarity d. Social penetration theory e. Artifacts

c. assume similarity

34. A(n) _____ is the prepared scenario document that organizes information into responsibilities and lines of communication prior to an event. a. emergency drill b. media plan c. crisis communication plan d. disaster recovery program e. press release

c. crisis communication plan

26. The first step in group problem solving is: a. gathering information. b. considering possible solutions. c. defining the problem. d. analyzing the problem. e. establishing criteria

c. defining the problem

51. At this stage in the acculturation process, you will feel that living in this new culture is simply exhausting. a. Initial anxiety b. Superficial adjustment c. Depression-frustration d. Initial culture shock e. Return anxiety

c. depression-frustration

46. _____ listening involves listening to both the literal and implied meanings within a message. a. Effective b. Constructive c. Empathetic d. Active e. Supportive

c. empathetic

44. Which of the following statements is true regarding ethical systems? a. They formally institutionalized. b. They are less influential in interactions, trade, and commerce. c. Ethics refers to a set of norms and principles that relate to individual and group behavior. d. They are mostly implicit, rather than explicit, in nature. e. What is legal and what is ethical are one and the same.

c. ethics refers to a set of norms and principles that relate to individual and group behavior

5. _____ is the tendency to view other cultures as inferior to one's own. a. Unilateralism b. Egocentrism c. Ethnocentrism d. Monism e. Singlism

c. ethnocentrism

4. Mohan Limaye makes the clear case that not only is this part of a negative news message necessary; it is also an ethical and moral requirement. a. Buffer b. Negative news c. Explanation d. Redirect e. Cushion

c. explanation

31. _____ is the last step in group problem solving. a. Deciding on a solution b. Implementing a solution c. Following up on a solution d. Establishing criteria e. Conducting a cost-benefit analysis

c. following up on a solution

26. A person may be interviewed through audio or video, over the Internet, over the telephone, or in person. This relates to the interview's: a. time. b. background. c. format. d. style. e. system.

c. format.

4. When you are ready to commit to a topic, the first strategy is to: a. begin the process of writing your general purpose and thesis statements. b. choose topics that have been done repeatedly over the years. c. identify an area of knowledge or an issue that deeply interests you. d. conduct a thorough, objective research. e. conduct a search in your subject area to get an overview of the subject.

c. identify an area of knowledge or an issue that deeply interests you.

29. Which of the following statements is true regarding masculine and feminine orientation? a. Hofstede describes the masculine-feminine in terms of whether men or women hold the power in a given culture. b. The modest pole has been called 'masculine' and the caring pole 'feminine.' c. In the United States assertiveness and competition are highly valued. d. In masculine countries, women are as assertive and competitive as the men. e. In cultures such as Sweden, business values are more attuned to self-promotion and taking care of society's weaker members.

c. in the United States, assertiveness and competition are highly valued

2. A speech to persuade: a. increases the audience's knowledge. b. shows the audience how to use, operate, or do something. c. influences the audience by presenting arguments intended to change attitudes, beliefs, or values. d. amuses the audience by engaging them in a relatively light-hearted speech that may have a serious point. e. involves performing a ritual function.

c. influences the audience by presenting arguments intended to change attitudes, beliefs, or values.

52. Succession is the act or process of: a. inheriting your family's reputation. b. inheriting your family's legacy. c. inheriting a title, office, role, or property. d. not inheriting anything from your family.

c. inheriting a title, office, role or property

23. The role of the _____ involves suggesting new ideas or new ways of looking at the problem. a. recognition seeker b. coordinator c. initiator-coordinator d. special-interest pleader e. elaborator

c. intitiator-coordinator

44. Cloud computing: a. refers to theme based Web sites. b. refers to collaborations on Web content that are created and edited by users. c. involves secure access of files from anywhere as information is stored remotely. d. is a site where people gather virtually to interact. e. allows people to link to, and interact with, others who work in their industry or related ones

c. involves secure access of files from anywhere as information is stored remotely

28. Which of the following statements is true regarding the developmental view of interpersonal communication? a. It lays emphasis on the size of the audience rather than the relationship. b. It draws a distinction between undersocial and oversocial interactions. c. It focuses on the level of familiarity and trust. d. It negates the importance of prior history in relationships. e. It asserts that we want to maximize our possible benefit from the association.

c. it focuses on the level of familiarity and trust

49. This individual practices a "live and let live" style of leadership. a. Appointed leader b. Democratic leader c. Laissez-faire leader d. Emergent leader e. Autocratic leader

c. laissez-faire leader

53. When living abroad: a. stay close to your living quarters at all times. b. surround yourself with similar expats. c. learn new ways to get the job done. d. avoid traveling to surrounding villages, or across neighboring borders. e. avoid carrying vaccination records, birth certificates, or business documents.

c. learn new ways to get the job done

32. The United States and Japan are often noted as _____cultures, while many Scandinavian nations feature cultures that place more emphasis on _____. a. indirect; direct b. collectivist; individualistic c. materialistic; relationships d. explicit-rule; modesty e. long-term orientation; short-term orientation

c. materialistic; relationships

5. A(n) _____ is normally used for communicating policies, procedures, or related official business within an organization. a. letter b. statement c. memo d. article e. agenda

c. memo

17. Status, rank, and roles in the group are established during this stage. a. Forming b. Storming c. Norming d. Performing e. Adjourning

c. norming

32. _____ questions request the respondent to rank order specific options. a. Likert Scale b. Multiple choice c. Ordinal d. Numerical e. Categorical

c. ordinal

40. A sales message is the central _____ message that intrigues, informs, persuades, calls to action, and closes the sale. a. natural b. topical c. persuasive d. neutral e. refusal

c. persuasive

36. _____ are often framed in terms of how people are governed, and the extent to which they may participate. a. Legal systems b. Economic systems c. Political systems d. Ethical systems e. Technical systems

c. political systems

14. If you need to share the message with a larger audience and it needs a feedback loop, we often call it a(n): a. speech. b. presentation. c. press conference. d. formal interface. e. dynamic interaction.

c. press conference

18. If you are intrigued by a topic, you may not have considered elements associated with it, but once you have begun the process of investigation, you see them everywhere; it will help you as you develop your awareness of your topic and the many directions you could take the speech. Cognitive psychologists refer to this excited state of awareness as _____. a. acculturation b. the dyadic effect c. priming d. framing e. reciprocity

c. priming

44. Face-saving strategies: a. result in a defensive climate. b. consider the message and the messenger as one. c. protect credibility. d. lead to power struggles. e. are common in individualistic cultures.

c. protect credibility

22. _____ involves interactions, which by their very nature are subject to interpretation and, as a result, are less reliable and statistically valid. a. Quantitative research b. Research methodologies c. Qualitative research d. Open-ended questions e. Confounding factors

c. qualitative research

33. Talking points is the third stage of a conversation. This stage: a. does not inherently exist in all conversations. b. reduces efficiency across time. c. reinforces the goal orientation of the conversation. d. is highly formal in nature. e. involves casual references.

c. reinforces the goal orientation of the conversation

58. Counter culture refers to the a. Representations of the 1960's counter culture b. Representation of the Grunge movement in music c. Representations of resistance to mass or popular culture. d. Representations of acceptance of mass or popular culture.

c. representations of resistance to mass or popular culture

3. _____ is defined as one's own sense of individuality, personal characteristics, motivations, and actions. a. Consciousness b. Personality c. Self d. Ego e. Id

c. self

11. At this level in Maslow's hierarchy of needs people come to perceive a sense of control or empowerment over their context and environment. a. Self-esteem b. Knowledge c. Self-actualization d. Safety e. Love and belonging

c. self-actualization

5. When we make _____, we evaluate ourselves in relation to our peers of similar status, similar characteristics, or similar qualities. a. amends b. personal references c. social comparisons d. transitions e. propositions

c. social comparisons

23. This theory is often called the Onion Theory because the model looks like an onion and involves layers that are peeled away. a. Theory Z b. Predicted outcome value theory c. Social penetration theory d. Maslow's hierarchy of needs e. The developmental view of interpersonal communication

c. social penetration theory

20. A(n) _____ is one who strikes a healthy balance between being withdrawn and being the constant center of attention. a. abdicrat b. democrat c. social person d. autocrat e. underpersonal

c. social person

7. A(n) _____ is a subtle, low-pressure method of selling, cross-selling, or advertising a product or service. a. indirect approach b. hard sell message c. soft sell message d. direct approach e. diplomatic message

c. soft sell message

27. A _____ involves establishing the person's credibility, motivating audience interest, and saying what the speaker could not say. a. toast b. soliloquy c. speaker introduction d. dialogue e. proposal

c. speaker introduction

19. As a toast-giver, you should not: a. raise your voice. b. be brief. c. talk about yourself. d. say "May I propose a toast?" e. try to capture the group's attention nonverbally.

c. talk about yourself.

20. Which of the following statements is true regarding collectivist cultures? a. People perceive their world primarily from their own viewpoint. b. People value individual freedom and personal independence. c. They focus on the needs of the nation, community, family, or group of workers. d. Individuals believe they are capable of making an impact on their own lives. e. The United States is a highly collectivist culture.

c. they focus on the needs of the nation, community, family, or group of workers

2. From planning to problem solving, internal conflict resolution, and evaluations and judgments of self and others, we communicate with ourselves: a. overtly. b. unconsciously. c. through intrapersonal communication. d. through an internal monologue. e. with externalization.

c. through intrapersonal communication

13. _____ states 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. a. Theory X and theory Y b. Social penetration theory c. Uncertainty theory d. Maslow's hierarchy e. Tuckman's linear model of group development

c. uncertainty theory

47. A Theory X manager: a. seeks input or feedback from employees. b. may be described democratic or participative. c. uses control and incentive programs to provide punishment and rewards. d. relinquishes responsibility to his/her subordinates. e. views employees as self-directed.

c. uses control and incentive programs to provide punishment and rewards

27. Short-term orientation: a. is found among Native American cultures. b. is marked by a sense of shame for the family and community. c. values personal stability and consistency. d. focuses on relationships based on age and status. e. downplays familiarity and predictability.

c. values personal stability and consistency

26. Which of the following about analytical reports is false? a. It introduces information with a comprehensive analysis to solve problems. b. It presents information with a complete analysis to demonstrate relationships. c. It demonstrates information with a comprehensive analysis to make recommendations. d. An example of an analytical report is a police accident report. e. Reports often involve the rational analysis of information.

d. An example of an analytical report is a police accident report

24. "Is there a specific issue or incident? Is there a known agenda? Why is the interview now and not earlier or not at all? Why is it important?" These questions relate to which of the following interview preparation factors? a. Topic b. Format c. Time d. Background e. Feedback

d. Background

21. _____ are small, time-encoded files that identify specific users. a. Viruses b. Hubs c. Page views d. Cookies e. Web pages

d. Cookies

18. Identify the incorrect statement regarding business proposals. a. A professional document is a base requirement. b. Information that pertains to credibility should be easy to find and clearly relevant. c. If word processing files have their formatting changed, a PDF format may be used to preserve content location. d. Effective, persuasive proposals are more often than not lengthy. e. There should be no errors in spelling or grammar, and all information should be accurate and clearly referenced when appropriate.

d. Effective, persuasive proposals are more often than not lengthy.

14. This is a one- or two-paragraph outline of the product or service and how it meets the requirements and exceeds expectations. a. Background b. Cover page c. Benefits d. Executive summary e. Marketing plan

d. Executive summary

38. What is the advantage of a scannable résumé? a. Demonstrates skills that can clearly link to job functions or duties b. Highlights the skills you have that are relevant to the job and provides a reverse chronological work history c. Points out to the reader how your qualifications and experience clearly match the job duties d. Facilitates search and retrieval, and reduces physical storage costs e. Demonstrates a consistent work history

d. Facilitates search and retrieval, and reduces physical storage costs

10. This feedback is generated by the source in response to the message created by that same source. a. External b. Tactile c. Indirect d. Internal e. Direct

d. Internal

6. Which of the following about appeal is false? a. You may find the prospect of discussing a topic not very interesting, and if you feel this way, it will come through in your speech. b. You need to find your topic appealing in order to convey this appeal to your audience. c. Find something that catches your interest, and that same spark is what you will cultivate to develop ways to stimulate the spark of curiosity in your audience. d. It follows that appeal applies to the audience, not to the speaker. e. You should consider an appealing way to start your speech, and should look for ways throughout your speech to reaffirm that appeal to the audience.

d. It follows that appeal applies to the audience, not to the speaker.

7. Which of the following about a memo is false? a. It occasionally includes an element of persuasion or a call to action. b. It may be used to update a team on activities for a given project. c. It may be used to inform a specific group within a company of an event, action, or observance. d. It is more often written from a one-to-one, interpersonal perspective. e. It includes statements that align business and employee interest.

d. It is more often written from a one-to-one, interpersonal perspective.

35. What is the disadvantage of a functional résumé? a. It may be difficult to highlight skills and experience. b. Custom documents take additional time, preparation, and may not fit the established guidelines. c. They cannot clearly link to job functions or duties. d. It is often associated with people who have gaps in their employment history. e. Scanners may not read the résumé correctly.

d. It is often associated with people who have gaps in their employment history.

34. Which of the following about quantitative research is true? a. It is rarely used to test a hypothesis. b. You may ask an open-ended question like "What does the wine taste like?" c. It may involve a maximum of a dozen interviews. d. It normally involves large volumes of data. e. It involves investigative methods that cross subjects and academic disciplines to gain in-depth information.

d. It normally involves large volumes of data.

12. Which of the following about the thesis statement is false? a. It should reflect consideration of the audience. b. It should be a single idea. c. It should use specific language. d. It should be an interrogative statement. e. It should be a complete sentence.

d. It should be an interrogative statement.

31. _____ serves both to bring us together and to help us reinforce our group status. a. Role identities b. Stereotyping c. Prejudice d. Language e. Perception

d. Language

13. This part of a meeting agenda is a list of items for discussion and action. a. Call to order b. Reading of the minutes c. Reports d. New business e. Old business

d. New business

33. _____ questions request a specific number, often a birth date or a serial number, that itself carries meaning. a. Likert Scale b. Multiple choice c. Ordinal d. Numerical e. Categorical

d. Numerical

29. Which of the following is true about public speaking? a. Speaking in public can be compared to killing lions. b. You have to be perfect at everything you do. c. Very few people have a stress response to a new, unknown, or unfamiliar stimulus. d. Organization is the key to success. e. Your listeners want to see you fail.

d. Organization is the key to success.

43. _____ involves a negative preconceived judgment or opinion that guides conduct or social behavior. a. Prototype b. Ethnocentrism c. Stereotype d. Prejudice e. Archetype

d. Prejudice

23. Which of the following involves the act of creating your speech from the elements you have gathered? a. Accommodation b. Exposure c. Incorporation d. Production e. Assimilation

d. Production

20. Which of the following statements is true about toasts? a. Alcohol is a requirement for a toast. b. Draining one's glass is mandatory. c. Nonalcoholic alternatives are usually not served. d. The beverage and the quantity to be swallowed are a reflection of group norms and customs. e. Rules for toasting are more or less the same across cultures and communities.

d. The beverage and the quantity to be swallowed are a reflection of group norms and customs.

36. Which of the following about research methodologies is false? a. They are used to address and improve poorly worded questions. b. They help the investigator match the research goal to the method. c. Advertisers often conduct research to learn more about preference and attitudes. d. There is a tendency for some attitudinal and preferential research that may be more accurately described as quantitative, to be described in qualitative terms. e. As an astute business writer, you will be able to understand pre- and post-product, or service research investigations and distinguish between the two main approaches.

d. There is a tendency for some attitudinal and preferential research that may be more accurately described as quantitative, to be described in qualitative terms.

40. In this type of political system local warlords, elders, and others exercise a certain amount of political, military, and economic power. a. Monarchy b. Democracy c. Communism d. Anarchy e. Totalitarianism

d. anarchy

39. A(n)_____ is a word, sound, or image that arouses an emotional response in the audience. a. trigger b. viral message c. testimony d. appeal to emotion e. call to action

d. appeal to emotion

44. A(n) _____ is what the buyer gains with the purchase and is central to your sales message. a. appeal b. idea c. gift d. benefit e. reward

d. benefit

24. A(n) _____ obstructs the group's attempts at consensus consistently. a. dominator b. special-interest pleader c. joker or clown d. blocker e. evaluator-critic

d. blocker

8. When conveying bad news, one can lower the risk of litigation in all of the following ways except: a. by avoiding contradictions. b. by avoiding confusion or misinterpretation. c. by avoiding abusive language or behavior. d. by providing absolutes. e. by maintaining respect and privacy.

d. by providing absolutes

38. Dictatorships, communism, or theocracy are forms of: a. monarchy. b. anarchy. c. rule by the people. d. centralized rule. e. egalitarian rule.

d. centralized rule

48. Which of the following is not true regarding Theory Y? a. Employees define themselves by their profession. b. Employees are viewed as ambitious and capable of self-motivation. c. Workers may need little supervision. d. Collaboration is rare among employees. e. The employee may be a valuable source of feedback.

d. collaboration is rare among employees

40. Which of the following statements is a principle on conflict? a. Conflict is a sign of a poor relationship. b. Conflict can be avoided. c. Conflict can always be resolved. d. Conflict is not always bad. e. Conflict is associated with compatible goals.

d. conflict is not always bad

35. Your _____ comprises what you value and pay attention to. a. language b. unique value proposition c. self-image d. cultural value system e. self-esteem

d. cultural value system

30. A cost-benefit analysis is conducted to help: a. implement a solution. b. establish criteria. c. consider possible solutions to the problem. d. decide on a solution. e. follow up on a solution.

d. decide on a solution

27. This step in group problem solving allows the group to formalize a description of the scope, size, or extent of the challenge the group will address. a. Establishing criteria b. Gathering information c. Considering possible solutions d. Defining the problem e. Analyzing the problem

d. defining the problem

3. _____ involve a common set of theories that explain the world around us, terms to explain those theories, and have grown to reflect the advance of human knowledge. a. Analyses b. Viewpoints c. Research studies d. Disciplines e. Hypotheses

d. disciplines

49. Theory Z: a. draws entirely from the Japanese style of management. b. is mainly based on Theory Y. c. limits worker participation. d. emphasizes job rotation, skills development, and loyalty to the company. e. sees workers as needing little, if any, reinforcement.

d. emphasizes job rotation, skills development, and loyalty to the company

16. _____ is the sharing and understanding of meaning between individuals, departments, or representatives of the business and parties outside the organization. a. Generalized communication b. Mass communication c. Public communication d. External communication e. Outward communication

d. external communication

35. _____ is/are an opportunity to make sure the interaction was successful the first time. a. Phatic communion b. Previews c. Closings d. Feedback e. Small talk

d. feedback

9. The _____ stage of a telephone conversation signals that business is concluded. a. feedforward b. opening c. business d. feedback e. closing

d. feedback

21. Which of the following statements is not true regarding full members of a group? a. Full members can create new rules. b. Full members are looked up to for guidance and leadership. c. Full members have considerable influence on the agenda and activities of the group. d. Full members do not enter into conflict with other group members. e. Full members enjoy knowing the rules and the customs.

d. full members do not enter into conflict with other group members

34. If you are working with people from a(n) _____ culture, you may need to take extra care to elicit feedback and involve them in the discussion because their cultural framework may preclude their participation. a. implicit-rule b. short-term orientation c. uncertainty-accepting d. high-power distance e. long-term orientation

d. high-power distance

19. Which of the following statements is true regarding individualistic cultures? a. They focus on the needs of the family or group of workers. b. In such cultures, the individual exploitation of public lands is restricted. c. Resources are utilized to benefit the community as a whole. d. Individuals perceive themselves as empowered. e. South America is a prime example of an individualistic culture.

d. individuals perceive themselves as empowered

29. All of the following are key "body" elements of a report except: a. background. b. methodology. c. results. d. informational abstract. e. analysis and recommendations.

d. informational abstract

18. Which of the following statements is not true regarding the symbols, boundaries, status, language, and rituals that exist across cultures? a. Communities have their own vocabulary and way in which they communicate. b. Rituals may be limited to small groups or celebrated across the entire company. c. Rituals can serve to bind a group together, or to constrain it. d. Institutions tend to formalize processes but often easily adapt to new circumstances. e. Symbols can be used to communicate rank and status within the group.

d. institutions tend to formalize processes but often easily adapt to new circumstances

3. Communication with yourself is called: a. internal communication. b. individual communication. c. interpersonal communication. d. intrapersonal communication. e. inner communication.

d. intrapersonal communication

42. Which of the following statements is true regarding common law? a. The rules are spelled out in detail, and judges are responsible for applying the law to the given case. b. It draws from a Roman history. c. It requires new rules to be written out to reflect the new context even as the context transforms and changes. d. It involves more interpretation that can produce conflict with multiple views on the application of the law in question. e. It is more predictable and is practiced in the majority of countries.

d. it involves more interpretation that can produce conflict with multiple views on the application of the law in question

50. A(n) _____ serves as a teacher, motivator, and keeper of the goals of the group. a. emergent leader b. leader-as-technician c. leader-as-conductor d. leader-as-coach e. democratic leader

d. leader-as-coach

15. Who speaks first? Who takes notes? Who is creative, who is visual, and who is detail-oriented? These aspects are identified during the _____ stage of group development. a. forming b. storming c. performing d. norming e. adjourning

d. norming

38. Which of the following statements is not true regarding minutes at a business meeting? a. Minutes are a written document that serves to record interactions and can provide an opportunity for clarification. b. Minutes often appear as the agenda with notes in relation to actions taken during the meeting. c. Minutes also provide specific indications of who is responsible for what before the next meeting. d. Once noted down, minutes of the meeting are permanent and cannot be altered. e. Normally minutes are sent within a week of the meeting if it is a monthly event.

d. once noted down, minutes of the meeting are permanent and cannot be altered

38. All of the following are characteristics of strongly individualistic cultures except: a. people perceive things primarily from their own viewpoint. b. people see themselves as individuals capable of making their own decisions. c. people feel responsible for their actions. d. people focus on the needs of the larger group. e. people feel responsible for solving their own problems.

d. people focus on the needs of the larger group.

15. A person who strikes a healthy balance in terms of the need for affection is known as a(n): a. democrat. b. abdicrat. c. social person. d. personal individual. e. autocrat.

d. personal individual

26. Time is considered in a more fluid sense in: a. short-term orientation cultures. b. uncertainty-accepting cultures. c. monochromatic time. d. polychromatic time. e. masculine cultures.

d. polychromatic time

26. Interviews: a. take very little time. b. can easily be scaled up to address large numbers of readers. c. are most often conducted with a big audience. d. provide an author with the opportunity to ask questions of, and receive responses from, audience members. e. involve a representative sample of individuals, brought together to represent a larger group or audience.

d. provide an author with the opportunity to ask questions of, and receive responses from, audience members.

16. The measurements of the estimated number of viewers is called _____. a. time to progression b. completion rates c. participation rates d. ratings e. response rates

d. ratings

5. This part of a negative news message may refocus attention on a solution strategy, an alternative, or the subsequent actions that will take place. a. Buffer b. Negative news c. Explanation d. Redirect e. Cushion

d. redirect

20. Assimilation and accommodation: a. involve the act of creating your speech from the elements you have gathered. b. will help you as you develop your awareness of your topic and the many directions you could take the speech. c. starts with your self-inventory of what you are interested or involved in. d. refers to the process by which you integrate new ideas into your thinking patterns, and adopt or filter out new sources of information as they relate to your goal. e. refers to your capacity to respond to stimulation, be excited, be responsive, or be susceptible to new information.

d. refers to the process by which you integrate new ideas into your thinking patterns, and adopt or filter out new sources of information as they relate to your goal.

52. The last step in the acculturation process is that of: a. return anxiety. b. return elation. c. reentry shock. d. reintegration. e. acceptance of host culture.

d. reintegration

40. The degree to which an instrument gives the same measurement each and every time with the same subjects, in the same context, is a measure of its _____. a. determination b. arbitrariness c. validity d. reliability e. unpredictability

d. reliability

31. A _____ is a document that summarizes your education, skills, talents, employment history, and experiences in a clear and concise format for potential employers. a. letter b. memo c. career portfolio d. résumé e. brochure

d. résumé

36. For relatively formal meetings in which information is being delivered to a large number of listeners and little interaction is desired, _____ is an efficient use of space. a. a square table b. a rectangular table c. a circular seating pattern d. seating in rows e. U-shaped seating

d. seating in rows

25. Which of the following statements is not true regarding self-disclosure? a. Self-disclosure usually moves in small steps b. Self-disclosure is reciprocal c. Self-disclosure involves risk d. Self-disclosure is never unintentional e. Self-disclosure involves trust

d. self-disclosure is never unintentional

9. _____ can be defined as a generalization about a group of people that oversimplifies their culture. a. Prejudice b. Bias c. Ethnocentrism d. Stereotypes

d. stereotypes

23. Which of the following is a weakness of qualitative research? a. The proximity to the source b. The possibility of unexpected results c. Raw data d. The inability to replicate results e. Over time, patterns may emerge

d. the inability to replicate results

16. All of the following reflect the various purposes of a toast, except: a. to unify a group. b. to acknowledge a person or event. c. to mark a special occasion. d. to ridicule or criticize someone to honor them. e. to encourage the consumption of alcohol

d. to ridicule or criticize someone to honor them.

24. This is an important component of the social penetration theory and is developed through repeated, positive interactions. a. Complexity b. Homogeneity c. Predicted outcomes d. Trust e. Frequency

d. trust

32. In the direct approach to presenting an award: a. you mention characteristics of the person receiving the award without initially mentioning their name. b. you allow the audience to start guessing who the recipient might be. c. you first mention a list of the recipient's accomplishments, or perhaps a positive story about them. d. you announce the recipient's name followed by the reasons for choosing them to receive the award. e. you share the information that is sure to reveal the recipient's identity right before you present the award.

d. you announce the recipient's name followed by the reasons for choosing them to receive the award.

8. "Here's the situation. I need these sales reports to be done by tomorrow. I know you are good at this kind of work, so I was wondering if you could help me out." This statement is indicative of which of the following stages of a telephone conversation? a. Feedforward b. Feedback c. Closing d. Opening e. Business

e. Business

15. Which among the following is a strategy for effective meetings? a. Send out the last meeting's minutes one day before the next meeting. b. Send out the agenda for the current meeting at least one day in advance. c. Send out reminders for the meeting a week before the day of the meeting. d. Don't restate a point to interject or redirect the attention back to the next agenda point. e. Clearly communicate the time, date, and location or means of contact for the next meeting.

e. Clearly communicate the time, date, and location or means of contact for the next meeting.

30. This part of a report clearly indicates the main results and their relationship to recommended action or outcome. a. Informational abstract b. Label, report, features title, author, affiliation, date, etc. c. A list of the main parts of the report d. Related supporting materials e. Concise presentation of findings

e. Concise presentation of findings

37. What is the disadvantage of a targeted résumé? a. Some employers prefer a reverse chronological order. b. It is often associated with people who have gaps in their employment history. c. They cannot clearly link to job functions or duties. d. It may be difficult to highlight skills and experience. e. Custom documents take additional time, preparation, analysis of the job announcement, and may not fit the established guidelines.

e. Custom documents take additional time, preparation, analysis of the job announcement, and may not fit the established guidelines.

43. This type of feedback is the most common and often involves judgment of the writer and his/her ethos. a. Interpretive b. Supportive c. Probing d. Understanding e. Evaluative

e. Evaluative

19. _____ involves your condition of being presented views, ideas, experiences, or made known to you through direct experience. a. Acculturation b. Accommodation c. Priming d. Incorporation e. Exposure

e. Exposure

15. In the United States, which Amendment to the Constitution guarantees freedom of expression? a. Twentieth b. Fifteenth c. Tenth d. Fifth e. First

e. First

37. _____ reflect what we value and are willing to work for and vary widely across cultures. a. Stereotypes b. Role identities c. Strategies d. Role diffusions e. Goals

e. Goals

19. Which of the following is false regarding external feedback in a virtual environment? a. A Web server receives a request from the user and sends the files associated with the page. b. Every Web page contains several files including graphics, images, and text. c. Each file request and receipt between server and browser counts as a hit, regardless of how many files each page contains. d. Your document could have quite a few hits with just one page request and only one viewer. e. Hits have largely been credited as a reliable measure of a document's effectiveness, popularity, and audience size.

e. Hits have largely been credited as a reliable measure of a document's effectiveness, popularity, and audience size.

19. Which of the following about solicited proposals is true? a. Solicitation may come in the form of an indirect verbal or written request. b. Normally solicitations are direct, closed-bid to the public, and informally published. c. They require a thorough understanding of the market, product and/or service, and their presentation is typically general. d. They are often regarded as marketing materials, intended more to stimulate interest for a follow-up contact than make direct sales. e. If you have been asked to submit a proposal it is considered solicited.

e. If you have been asked to submit a proposal it is considered solicited.

42. Which of the following is false about sales messages? a. Buyers make purchase decisions on emotion as well as reason. b. If your sales message does not appear to have credibility, the message will be dismissed. c. If your sales message focuses exclusively on emotion, with little or no substance, it may not be taken seriously. d. Even if buyers have researched all the relevant facts about competing products, the decision may still come down to impulse, emotion, and desire. e. If your sales message focuses exclusively on reason and nothing but the facts, you may appeal to the majority of the audience.

e. If your sales message focuses exclusively on reason and nothing but the facts, you may appeal to the majority of the audience.

13. Which of the following about a business proposal is false? a. An effective business proposal's emphasis on persuasion guides the overall presentation. b. An effective business proposal is built around a great idea or solution. c. It features many of the common elements of a report. d. In order to be successful in business, you should be familiar with the business proposal. e. It is a document designed to make a persuasive appeal to the audience to achieve an imperceptible outcome.

e. It is a document designed to make a persuasive appeal to the audience to achieve an imperceptible outcome.

8. Which of the following about appropriateness is false? a. If there is a possibility that your topic might offend members of the audience, you should find a way to present the topic that will minimize offense b. Appropriateness is important because some topics do not work as well in a classroom setting as others. c. If your topic is controversial and you know that your audience has strong feelings about it, consider how you can convey your message without antagonizing your listeners. d. Regardless where you give a speech, you should always choose topics that will not promote harmful actions. e. It is usually wise to speak on topics that the audience already knows a lot about.

e. It is usually wise to speak on topics that the audience already knows a lot about.

22. Which of the following about Jon Kleinberg's HITS is false? a. It has become a popular and effective way to rate Web pages. b. It ranks documents by the links within the document. c. It presumes that a good document is one that incorporates and references other Web documents. d. It provides links to other Web documents while also being frequently cited by other documents. e. It uses small, time-encoded files to identify specific users.

e. It uses small, time-encoded files to identify specific users.

33. _____ is an occupation-specific language used by people in a given profession. a. Co-language b. Lingo c. Cliché d. Slang e. Jargon

e. Jargon

9. _____ are often printed on letterhead paper, and represent the business or organization in one or two pages. a. Memos b. Articles c. Agendas d. Statements e. Letters

e. Letters

13. Which of the following is true regarding narrowing your topic and focusing on key points? a. All the information on the Internet has equal value. b. Try to go with the first three examples, Web sites or sources you run across. c. Read in-depth, rather than skim, the information that relates to your topic and what you find of interest. d. Instead of looking for abstracts, read an article all the way through. e. Look for indexes to identify key terms you might want to cover before eliminating them as you narrow your topic.

e. Look for indexes to identify key terms you might want to cover before eliminating them as you narrow your topic.

3. Which of the following statements is true about e-mail? a. In business, it has largely replaced memos for external correspondence. b. In business, it has taken the place of print hard copy letters for internal communication. c. It can be very useful for messages that have slightly less content than a text message. d. It is best used for fairly lengthy messages. e. Many businesses use automated e-mails to acknowledge communications from the public.

e. Many businesses use automated e-mails to acknowledge communications from the public.

8. Which of the following is not a tip to be followed for writing effective business memos? a. Always consider the audience and their needs when preparing a memo. b. Memos are often announcements which are linear, from the organization to the employees. c. The subject is normally declared in the subject line and should be clear and concise. d. Memos are always direct. e. Memos should have a subjective tone.

e. Memos should have a subjective tone.

14. Which of the following is true about finding resources? a. If you come across information that may be perceived as negative or may not be well received, you may omit it. b. When the amount of material first is small and then gets bigger, it is called the "accordion phase" of preparing your speech. c. Part of managing your time effectively involves rushing through the research process. d. As you search through articles, books, and Web sites for your presentation, look for the first citation that fits your list. e. Misrepresenting your employer's work could be illegal under statutes related to fraud.

e. Misrepresenting your employer's work could be illegal under statutes related to fraud.

31. _____ research involves interactions, which by their very nature are subject to interpretation and, as a result, are less reliable and statistically valid. a. Secondary b. Mixed-methods c. Quantitative d. Assessable e. Qualitative

e. Qualitative

23. _____ are documents designed to record and convey information to the reader. a. Statements b. Memos c. Letters d. Forms e. Reports

e. Reports

15. _____ is the number of replies in relation to the number of letters sent. a. Time to progression b. Completion rate c. Participation rate d. Survival rate e. Response rate

e. Response rate

11. This part of the meeting agenda may quietly take place while introductions are made. a. New business b. Reading of the minutes c. Old business d. Call to Order e. Roll call

e. Roll call

1. _____ are phrases that express the goals, aims or nature of a product, service, person, or company. a. Proverbs b. Snippets c. Sound bites d. Quotes e. Slogans

e. Slogans

42. _____ are those that have a high level of reliability, in that if the same test is applied in the same context to the same subjects, the results will come out the same time and time again. a. Internal consistency results b. Quantitative research findings c. Representative conclusions d. Contextually relevant results e. Statistically significant findings

e. Statistically significant findings

18. Which of the following statements is true about proposing a toast? a. One "makes" a toast rather than proposes a toast. b. If you propose a toast to someone and no one responds, it is still considered a toast. c. Only an individual can publicly acknowledge someone with a toast, but it takes the community to make the proposition. d. If you are understood to be a person who will be proposing a toast, you may need to say something to get the group's attention. e. Striking a glass with spoon to get the group's attention is sometimes considered a poor reflection of etiquette.

e. Striking a glass with spoon to get the group's attention is sometimes considered a poor reflection of etiquette.

11. Which of the following about letters is true? a. If your letter includes a letterhead with the return address information, either in the header or the footer, you still need to include it before the date. b. The date should be placed at the top, left justified, and three lines from the top of the page. c. Use impersonal salutations like "Dear Prospective Customer," as using personalization can make future clients uncomfortable. d. Your signature should be five lines after the close, where you should type your name (required) and, on the line below it, your title (required). e. The conclusion can serve to remind the reader, but should not introduce new information.

e. The conclusion can serve to remind the reader, but should not introduce new information.

25. What is the primary function of a report? a. To focus on work history b. To serve as a written record of correspondence c. Demonstrate skills that can clearly link to job functions d. Setting the agenda e. The demonstration of an analysis

e. The demonstration of an analysis

35. Which of the following statements is not true regarding the master of ceremonies? a. Typically emcees will be full members of the community. b. They are recognized for their credibility, integrity, service, and sense of humor. c. They set the intellectual and emotional tone for the event. d. They have the poise and stage presence to start, conduct, and conclude a ceremony for a group or community. e. Their services are mostly required for informal events.

e. Their services are mostly required for informal events.

3. Which of the following is false about planning a speech? a. For a persuasive speech, in addition to considering the audience's interests, you will also want to gauge their attitudes and beliefs. b. For a short speech, especially if it is a speech to entertain, you may be able to rely completely on your knowledge and ideas. c. In most cases you will need to gather information so that you can make your speech interesting by telling the audience things they do not already know. d. When you have determined your general purpose, the amount of material appropriate to the time allowed for your speech, and the appropriateness for your audience, then you can identify the topic for your speech. e. You should state your specific purpose in more than one sentence.

e. You should state your specific purpose in more than one sentence.

25. Identify the incorrect statement regarding user-generated feedback. a. Getting your content to a hub position, and including authoritative references, is a great way to make your content more relevant to your readers. b. Trying to facilitate endless discussions may be engaging and generate feedback, but may not translate into success. c. If your content provides what readers are looking for, you may see your page views and effectiveness increase. d. Customer reviews and similar forms of user-generated content are increasingly common across the Internet. e. Your goal as a business writer is to meet the employer's expectations rather than the audience's expectations in a clear and concise way.

e. Your goal as a business writer is to meet the employer's expectations rather than the audience's expectations in a clear and concise way.

2. Which of the following statements is not true about groups? a. Group members may be known by their symbols. b. Groups may be known by their use of specialized language or jargon. c. Humans naturally make groups a part of their context or environment. d. Group members may be known by their proximity. e. A group does not recognize itself as a group.

e. a group does not recognize itself as a group

19. During this stage of group development the group may cease to exist or it may be transformed with new members and a new set of goals. a. Forming b. Storming c. Norming d. Performing e. Adjourning

e. adjourning

40. All of the following are tasks performed by a moderator during a press conference, except: a. opening the press conference with a welcome. b. indicating the purpose of the press conference. c. reading the statement. d. reminding everyone that there will (or will not) be an opportunity for questions afterwards. e. assisting with sound equipment.

e. assisting with sound equipment

17. A(n) _____ is a statement that the contributing factors that gave rise to the situation have been corrected or were beyond the control of the company and its representatives. a. buffer b. couch c. surety d. credit note e. assurance

e. assurance

41. For a viral message to _____, it must be immediately accessible to the audience, salient, and important. a. be consistent b. exist apart from individuals c. have a trigger d. have an emotional appeal e. be relevant

e. be relevant

29. _____ questions limit the responses to two categories. a. Likert Scale b. Multiple choice c. Ordinal d. Numerical e. Categorical

e. categorical

24. _____ can alter the results. They must be anticipated and controlled. a. Independent factors b. Internal factors c. External factors d. Implicit factors e. Confounding factors

e. confounding factors

42. _____ is/are characterized by control, evaluation, and judgments, while _____ focuses on the points and not personalities. a. Avoidance; approach b. Face-saving strategies; face-detracting strategies c. Gunnysacking; empathy d. Avoidance; managing your emotions e. Defensive communication; supportive communication

e. defensive communication; supportive communication

38. Which of the following statements is true regarding performance during an employment interview? a. When asked a question in the interview, focus on its literal meaning. b. Responses about your strengths are an opening to brag. c. Responses about your weakness are an invitation to confess. d. Avoid using the "because" response wherever you can. During a conference call,keep track of the time and limit each response to about a minute.

e. during a conference call, keep track of the time and limit each response to about a minute

8. A _____ refers to a two-person relationship. a. duplex b. monad c. binary d. squad e. dyad

e. dyad

30. When preparing to present an award it is important to do all of the following except: a. verify the recipient's name. b. learn the appropriate pronunciation of the recipient's name. c. identify the correct title of the award. d. know the details about the honoree's accomplishments e. figure out ways to upstage the recipient.

e. figure out ways to upstage the recipient.

8. Which of the following statements is true in the context of Hall's contribution to the study of intercultural communication? a. You have to know everything to know something. b. Culture and communication are distinct academic disciplines. c. Shift to a global perspective d. Personal experience adds little value to comprehensive studies of interaction and culture. e. Focus on the interactions versus general observations of culture.

e. focus on the interactions versus the general observations of culture

4. The _____ is the unofficial, informal communication network within an organization. a. jargon b. rhetoric c. doublespeak d. slang e. grapevine

e. grapevine

30. In these cultures, business conversations may start with discussions of the weather, or family, or topics other than business as the partners gain a sense of each other, long before the topic of business is raised. a. High-power distance b. Explicit-rule cultures c. Individualistic cultures d. Uncertainty-accepting cultures e. Indirect cultures

e. indirect cultures

15. _____ is the sharing and understanding of meaning between individuals, departments, or representatives of the same business. a. Personal communication b. Private communication c. Group communication d. Localized communication e. Internal communication

e. internal communication

9. The fourth quadrant of Luft and Ingram's model of the dimensions of self: a. represents things others observe about us that we are unaware of. b. represents information that is known to you and others. c. involves information that you know, but do not reveal to others. d. involves information that is actively withheld by you and others. e. involves information that is unknown to you and your conversational partners.

e. involves information that is unknown to you and your conversational partners

9. All of the following about direct feedback is true except _____. a. it can be both verbal and nonverbal b. it may involve signs, symbols, words, or sounds that are difficult to understand c. the ability to identify direct feedback can be a significant challenge d. direct feedback for the writer is often less obvious e. it is a rare moment when direct feedback is not immediately available

e. it is a rare moment when direct feedback is not immediately available

9. Sarcasm, profanity, shouting, or abusive or derogatory language can be interpreted as defamatory, or harming the reputation of the person, possibly having a negative impact on their future earnings. In written form, it is called _____. a. vilification b. aspersion c. slander d. belittlement e. libel

e. libel

6. Ethnocentrism: a. often decreases intolerance of difference. b. reduces one's sense of pride in one's culture. c. promotes intercultural communication. d. aversely affects intrapersonal communication. e. makes us far less likely to be able to bridge the gap with other cultures.

e. makes us far likely to be able to bridge the gap with other cultures

39. During a press conference, a _____ can serve to influence the process and redirect if questions go off topic or if a transition is needed. a. media representative b. spokesperson c. speaker d. modulator e. moderator

e. moderator

33. The first element of the contact information is your _____. a. address b. phone number(s) c. e-mail address d. photograph e. name

e. name

45. The study of the communication context, environment, and interaction within an organization refers to: a. cross-functional communication. b. horizontal communication. c. interorganizational communication. d. functional communication. e. organizational communication.

e. organizational communication

35. Which of the following is not one of the elements of a crisis communication plan? a. Crisis communication team members with contact information b. Designated spokesperson c. Meeting place/location d. Media plan with procedures e. Organizational succession plan

e. organizational succession plan

14. _____ are people who have a strong need to be liked and constantly seek attention from others. a. Abdicrats b. Democrats c. Personal individuals d. Social persons e. Overpersonals

e. over personals

27. In public speaking, letting go of _____ can be the hardest guideline to apply to ourselves. a. organization b. sensitivity c. feelings d. judgment e. perfection

e. perfection

31. Anthropologist Bronislaw Malinowski called small talk: a. talking points. b. shop talk. c. previews. d. ritualistic conversation. e. phatic communion.

e. phatic communion

33. Which of the following statements is not true regarding conducting business meetings? a. Arrive on time and stay until the meeting adjourns b. Leave the meeting only for established breaks or emergencies c. Turn off cell phones and personal digital assistants d. Follow the established protocol for turn taking e. Place your notebook or papers all around you

e. place your notebook or papers all around you

29. The _____ asserts that not only do we want to reduce uncertainty, we also want to maximize our possible benefit from the association. a. developmental view of interpersonal communication b. social penetration theory c. social exchange theory d. equity theory e. predicted outcome value theory

e. predicted outcome value theory

18. During the performing stage of group development, if you want a group to solve a problem or address a challenge as a group, you have to: a. focus on individual contributions. b. celebrate individual group members' successes. c. set different performance benchmarks for group members. d. support skill development. e. promote group cohesion.

e. promote group cohesion

40. _____ refers to the way a word or phrase sounds when stated orally. a. Lexis b. Expression c. Vocabulary d. Elocution e. Pronunciation

e. pronunciation

41. Sales messages are often discussed in terms of: a. reason versus faith. b. reason versus excuse. c. reason versus belief. d. reason versus loyalty. e. reason versus emotion.

e. reason versus emotion.

23. Which of the following statements is true regarding implicit-rule cultures? a. Expectations are clearly stated. b. A person from outside the culture can easily understand the rules of the context. c. Such cultures are often more intolerant of deviation from the rules. d. The guidelines and agenda for a meeting are announced prior to the gathering as people are generally unaware of the role each member plays. e. Rules are often understood and communicated nonverbally.

e. rules are often understood and communicated nonverbally

17. In most of the world's cultures, a person occupying superior status is entitled to a physically elevated position—a throne, a dais, a podium from which to address subordinates. This relates to the cultural characteristic of: a. language. b. values. c. time. d. artifacts. e. space.

e. space

25. In public speaking, we can create the perception that the _____ is like defeating the lion and really get ourselves worked up. a. language b. vocabulary c. semantics d. learning e. speech

e. speech

16. During the norming stage of group development: a. members generally express dissatisfaction due to unclear expectations. b. group members are reluctant to participate in group work. c. there is more division and less collaboration. d. the work climate is not conducive to listening. e. the level of anxiety associated with interaction is generally reduced.

e. the level of anxiety associated with interaction is generally reduced

15. In a business proposal, the _____ is a clear presentation, often with visual aids, of the process, from start to finish, with specific, dated benchmarks noted. a. conclusion b. proposal c. marketing plan d. executive summary e. timeline

e. timeline

37. _____ are often the hardest part of any meeting. a. Audio-visual interactions b. Setting meeting agendas c. Question and answer sessions d. Conclusions e. Transitions

e. transitions

46. Which of the following statements is not true regarding team work? a. A team that exerts too much control over individual members can run the risk or reducing creativity and encouraging tunnel vision. b. A team that exerts too little control, with attention to process and areas of specific responsibility, may not be productive. c. Individuals that typically work alone or tend to be introverted may need additional encouragement to participate. d. Extroverts may need to be encouraged to listen to others and not dominate the conversation. e. Unconventional thinking may challenge the process of the team in a negative way.

e. unconventional thinking may challenge the process of the team in a negative way

19. According to Schutz, _____ may be less likely to seek interaction, may prefer smaller groups, and will generally not be found on center stage, whereas _____ crave the spotlight of attention and are highly motivated to seek belonging. a. abdicrats; democrats b. autocrats; democrats c. overpersonals; underpersonals d. overpersonals; oversocials e. undersocials; oversocials

e. under socials; oversocials

38. According to Thomas Cook and Dan Campbell, _____ is often the best available approximation of the truth or falseness of an inference, proposition, or conclusion. a. determination b. constancy c. consistency d. reliability e. validity

e. validity