QUIZ (practice) Ch 1

Communication is not just about information transfer, but also about (2)

*1)* Creating and maintain positive human relations is also essential *2)* Human relations, and your image are important

Verbal literacy is best defined as

the range of words and sentence patterns you're familiar with and the strength of your knowledge of grammar and mechanics

How much/ what kind of communicating a business does depends on: (6)

o The nature of the business o The organization's size and complexity o The structure of the company o How geographically disperse the business is o How culturally diverse the company is o The organization's culture

The automation of tasks by smart machines

enables employees to spend more time on tasks that require strong interpretive skills.

Communications skills mentioned most by employers and analysts of the work place are? (4)

*1)* Interpersonal skill *2)* Analytical ability *3)* Media literacy *4)* Cultural awareness

Part of having ________ means understanding that businesspeople from other countries may have very different attitudes about punctuality and efficiency.

cross-cultural competency

*T or F* Interpreting a message is more than just extracting information from a message.

True

*T or F* Communication ranks at or near the top of the business skills needed for success.

True

When interacting in social situations, an employee is expected to follow a set of behaviors known as

business etiquette

The goal of business communication is to:

create shared understanding of business situations that enable people to work together successfully

A ________ refers to the major, well-established channels for information exchange within an organization.

formal network

The first step in the communication process is to

sense the need for communication

The communication problem that arises when two people using the same word think that they agree on its meaning but actually do not is referred to as

bypassing

Heidi is an energy drink salesperson. When selling her firm's drinks in the United States, she emphasizes how they will give consumers them the extra edge they need to get ahead in life. However, when selling them in China, she instead emphasizes how consumers will be better able to meet their family and work responsibilities. By doing this, Heidi demonstrates

cross-cultural competency

The ability to meaningfully, accurately, and efficiently create and interpret pictures and other graphics is known as

visual literacy

Baby Boomers refer to those people who

were born soon after WWII

*T or F* It is now more important for employees to have visual literacy than verbal literacy.

False

*T or F* Bypassing is a communication problem that occurs when a sender and receiver attach completely different meanings to the same words.

True

The social media manager for a small start up firm posts a link to the company's Facebook page describing an upcoming customer appreciation event. This form of communication can be categorized as

external-operational communication

Which of the following is an example of something that would be part of the larger context affecting an attempt to communicate? *a)* the communicator's MBA *b)* the communicator's job in accounting *c)* changes to financial oversight laws *d)* the fact that the communicators have known each other for five years *e)* the organization represented by the communicators

*c)* changes to financial oversight laws

Which of the following is a current challenge for business communicators? *a)* decreased diversity of employees at the workplace *b)* decreased usage of electronic correspondence by business writers *c)* increased focus on corporate social responsibility *d)* increased rejection of new media in family-owned businesses *e)* increased popularity of hierarchical structures in organizations

*c)* increased focus on corporate social responsibility

List the (6) steps of the communication process

*1)* sensing a communication need *2)* defining the situation *3)* considering possible communication strategies *4)* selecting a course of action *5)* composing the message *6)* sending the message

The advent of new media has: *a)* limited the demand for digital networking and virtual collaboration. *b)* reduced the decision-making power of front-line employees. *c)* increased the need for employees who have social intelligence. *d)* increased the hierarchical nature of organizational setups. *e)* eliminated the need for traditional modes of communication such as face-to-face conversations.

*c)* increased the need for employees who have social intelligence.

*T or F* Personal communication interferes with good business relationships and should be prohibited in the workplace.

False

*T or F* Poor communication negatively affects big businesses, but not small businesses.

False

*T or F* Internal audiences as well as external ones can occupy different professional roles and therefore favor different kinds of content and language.

True

*T or F* No two people have identical contexts or mental "filters."

True

A company requires the heads of its five departments to send a project update email to the company vice president each Friday afternoon. This is an example of a stable form of communication referred to as:

a genre

Organizational culture is best defined as

a social world within the organization with its own goals, values, behaviors, and idiosyncrasies

Interpretive skill is best defined as

being able to understand situations and people, to guess the meaning behind facts you can see

*T or F* The official culture and the actual culture in a company are exactly the same.

False

*T or F* Sensing a need for communication typically occurs at the recipient's end in the business communication process.

False

*T or F* Solving a communication problem is typically a linear process.

False

*T or F* The ability to interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes is known as visual literacy.

False

*T or F* The grapevine, or the informal network of communication within an organization, typically carries much less information than the formal communication network.

False

*T or F* The ability of people to quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly is known as social intelligence.

True

The head of the marketing department at Plural Publishing sends an email to the company's three project managers, asking them to send the back cover copy for each book being published in the spring. This is an example of

internal-operating communication

Most internal-operational communication should use the ____ style.

Conversational style (i.e., being pleasant without being too chummy; professional without being too stiff)

*T or F* The kind of communicating a business does is independent of the nature of the business.

False

*T or F* The formal network refers to the main lines of operational communication in a business.

True

In the process of communication, once the primary sender of a message has defined the situation, the next step is to

consider possible communication strategies

Companies are shaped by what (8) metaphors?

o *The organization as a machine:* hierarchical and bureaucratic - strong on control, poor on adaptation o *The organization as an organism:* Is a living organism that pays attention to its various environments and fosters healthy development internally o *The organization as a brain:* Emphasizes enabling quick adaptability through "organizational intelligence" by establishing a minimal set of rules and allowing employees to gather, share, and act on information o *The organization as a culture:* Enables us to see organization as meaning-making systems, with rituals, myths, heroes, values, and shared frames of reference that sustain and interpretive world, much like a tribe o *The organization as a political system:* All organization are "intrinsically political" because employees have diverse and conflicting interests o *The organization as a psychic prison:* "Organization always has unconscious significance". People bring their egos, anxieties, repressions, and other psychic elements to the workplace. Organization as a whole can develop tunnel vision or neurosis, blocking positive change and threaten organizational survival o *The organization as flux and transformation:* Embrace change, are more willing to redefine the business they're in, question traditional boundaries between themselves and other organizations, let their identities continually evolve o *The organization as an instrument of domination:* Organizations can and often have a dark side, with the will to compete and expand taking precedence over regard for individuals, society, and others' well-being

Genres is best defined as

officially sanctions lines of communication cause certain stable forms of communication, called genres, to exist within the organization. Genres brings certain expectation about What can and can't be said Who can or can't say it How messages should be structured or worded

Skillful managers will most likely deal with their organization's grapevine by

recognizing its presence and understanding its influence on the organization.

Why do companies promote workplace diversity? (4)

*1)* builds employer brand (attracts better talent globally & creates good reputation) *2)* Increases creativity *3)* Encourages personal growth *4)* Makes employees think more independently

What are (5) features that provide context for/influence communication?

*1)* larger communication context (including general business-economic climate the sociocultural context, & the historical moment at time of communication) *2)* Communicators' relationship *3)* Organizational contexts *4)* professional contexts *5)* personal contexts

Which of the following best exemplifies a communicator's professional context influencing communication? *a)* Morgan, an architect, prefers to communicate ideas visually. *b)* Jose, an optimistic person, likes to put an inspirational quote at the end of his email messages. *c)* Trevor often uses social media sites at work because his company's products are marketed to young adults. *d)* As the public relations manager, Trina is the only employee at Gila Construction authorized to talk to the press. *e)* Melissa refuses to apologize to her subordinate after yelling at the subordinate in public.

*a)* Morgan, an architect, prefers to communicate ideas visually.

Which of the following is an example of external-operational communication? *a)* a television advertisement for business Internet services *b)* a memo from human resources to employees reminding them that cultural sensitivity training will be held next week *c)* a discussion between members of a project team during which they determine the next step they need to take *d)* a report provided to senior management by the sales manager *e)* a training session conducted by a member of the information technology team to show employees how to use the new database

*a)* a television advertisement for business Internet services

Which of the following is a form of external-operational communication? *a)* meetings that executives hold with leaders of community organizations *b)* messages that employees write to their team members regarding project-related issues *c)* coffee break conversations between employees regarding the progress of their respective projects *d)* monthly sales reports created by an automated software *e)* discussions among the board members to decide the future course of the organization

*a)* meetings that executives hold with leaders of community organizations

Which of the following approaches will be most effective for solving business communication problems? *a)* Use trial and error. *b)* Consider the likely effects of a number of different solutions and choose the solution with the best likely effect. *c)* Use a formula that works for solving well-defined problems *d)* Consider your options and try the easiest idea. *e)* Use what has worked for other companies.

*b)* Consider the likely effects of a number of different solutions and choose the solution with the best likely effect.

Which of the following statements about email is true? *a)* Email allows a communicator to reach out to only one person at a time. *b)* Email revolutionized business communication. *c)* Email came into existence during the 1950s. *d)* Email is the primary form of oral communication. *e)* Email has entirely replaced the need for phone conversations.

*b)* Email revolutionized business communication.

Which of the following is true about external-operational communication? *a)* It includes the ongoing discussions that the senior management undertakes to determine the goals and processes of the business. *b)* It includes all of the business's efforts at selling, from sales letters and emails to ads, trade show displays, and customer visits. *c)* It includes company reports that employees prepare concerning sales, production, inventories, finance, maintenance, and so on. *d)* It includes the messages that employees write and speak in carrying out their assignments and contributing their ideas to the business. *e)* It includes the orders and instructions that supervisors give employees, as well as written and oral exchanges among employees about work matters

*b)* It includes all of the business's efforts at selling, from sales letters and emails to ads, trade show displays, and customer visits.

The widespread use of the Internet has: *a)* reduced the amount of time employees can spend on tasks that require deeper interpretation. *b)* forced companies into focusing harder on developing a socially responsible image. *c)* restricted negative information from spreading quickly and widely. *d)* reduced the likelihood of culturally diverse people working together on a global team. *e)* made organizations less accountable to society and removed them from public scrutiny.

*b)* forced companies into focusing harder on developing a socially responsible image.

Which of the following statements is true about personal communication? *a)* The attitudes of the employees and those with whom they communicate are not influenced by personal communication. *b)* Personal communication is regulated by the formal network. *c)* Communication with external parties may include elements of personal communication. *d)* Personal communication is an official part of a business's operations. *e)* Personal communication should be avoided as it is often counter-productive to the organization's goals.

*c)* Communication with external parties may include elements of personal communication.

Which of the following statements is true about organizational culture? *a)* A company's organizational culture is determined by management. *b)* The official organizational culture of a company is exactly the same as its actual organizational culture. *c)* Organizational culture refers to an organization's customary, but often unstated, ways of perceiving and doing things. *d)* The focus on organizational culture by management consultants and theorists has drastically decreased over time. *e)* The concept of organizational or corporate culture was popularized in the early 1930s.

*c)* Organizational culture refers to an organization's customary, but often unstated, ways of perceiving and doing things.

Which of the following statements is true about ill-defined problems? *a)* Ill-defined problems have unique and perfect solutions. *b)* Ill-defined problems are always negative. *c)* Solving ill-defined problems requires analytical skill and good judgment. *d)* Ill-defined problems can be solved by using a set formula. *e)* There are few ill-defined problems in a well-run business.

*c)* Solving ill-defined problems requires analytical skill and good judgment.

Computational thinking is best defined as the ability to: *a)* understand and adapt to other people's preference for individualism or collectivism, political environment and ideas about social hierarchy of different countries. *b)* create visuals and determine the deeper, underlying meaning or significance of messages. *c)* interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes. *d)* quickly assess the emotions of those around you and adapt one's words, tone, and gestures accordingly. *e)* manipulate people into accepting one's viewpoint regarding ethics and social responsibility.

*c)* interact with data, see patterns in data, make data-based decisions, and use data to design for desired outcomes.

Which of the following is true about contexts for communication? *a)* The largest context in which business communication takes place is the organizational context. *b)* Customs and cultures have no effect on business communication. *c)* The communicators' personal contexts do not influence their communication. *d)* Communication can be influenced by the communicators' professional roles. *e)* The organizational context does not influence either external communication or the grapevine.

*d)* Communication can be influenced by the communicators' professional roles.

Which of the following statements is true about business communication within an organization? *a)* The communication of a homogeneous organization requires more adaptation to participants' values than that of a multicultural organization. *b)* An organization's communication patterns are independent of the industry in which it operates. *c)* The geographic dispersion of an organization tends to have an adverse impact on its external communication. *d)* How structured an organization is can determine who specific employees may communicate with. *e)* Simpler organizations typically require more communication than complex organizations.

*d)* How structured an organization is can determine who specific employees may communicate with.

Which of the following statements is true about the actual organizational culture of a company? *a)* It is invariably the same as the organizational culture promoted by the leaders at the top. *b)* It is announced through formal communications by the management of the company. *c)* It is a dynamic, living realm of meaning constructed through communications at the topmost level of the company. *d)* It is the medium of preferred values and practices in which the company's members do their work. *e)* It is always reflected in the company's mission statement.

*d)* It is the medium of preferred values and practices in which the company's members do their work.

Identify the impact of new media on communication. *a)* New media have decreased the average social intelligence of people at work. *b)* New media have reduced the need for cross-cultural competency. *c)* New media have increased rigidity in thinking and reduced people's problem-solving skills. *d)* New media have made it easier to tap the intelligence of people outside an organization. *e)* New media have lowered the quality of communication in the workplace.

*d)* New media have made it easier to tap the intelligence of people outside an organization.

Which of the following statements is true about increasing gender, age, and ethnic diversity in the workplace? *a)* Workplace diversity decreases the need for social intelligence. *b)* It has had little effect on communication in the workplace. *c)* All people within a business share standardized notions of business and communication. *d)* The requirement for cultural agility in workplace communication has increased significantly. *e)* Communication in businesses decreases as diversity increases.

*d)* The requirement for cultural agility in workplace communication has increased significantly.

Which of the following is an example of internal-operational communication? *a)* an order form submitted to an organization's supplier for raw materials *b)* a letter written by a consumer to the customer care service *c)* a businessperson's posts on her personal Twitter feed *d)* a memo from the company president to her subordinates regarding sales targets *e)* an advertisement put on a company's website for the general public

*d)* a memo from the company president to her subordinates regarding sales targets

Which of the following best exemplifies personal communication? *a)* an acknowledgement that an order has been received *b)* a team discussion of how to improve work performance *c)* a team meeting to discuss the progress of an ongoing project *d)* a note to a supplier thanking him for the Christmas card he sent *e)* a business proposal written to the general manager of a company

*d)* a note to a supplier thanking him for the Christmas card he sent

Mira reviews user information collected by her company's website and uses it to create targeted marketing materials. Mira is using: *a)* data agility. *b)* cultural awareness. *c)* corporate social responsibility. *d)* computational thinking. *e)* visual literacy.

*d)* computational thinking

Which of the following is most likely to be true of a situation that heavily involves the audience in the communication process? *a)* Choosing an appropriate medium for the message becomes a challenge. *b)* Composing the message requires less consideration. *c)* The communicator will not be able to develop a well-informed sense of the situation. *d)* The communicator will have trouble achieving his and her goals. *e)* The communicator will have to adapt his or her course of action while in the midst of communicating.

*e)* The communicator will have to adapt his or her course of action while in the midst of communicating.

Which of the following is true about the formal network of an organization? *a)* The formal network is unrelated to an organization's business plan. *b)* The formal communication network never includes external audiences. *c)* The formal network is the only important communication network in an organization. *d)* The formal network does not include the upward and lateral movement of information in an organization. *e)* The formal network constitutes the main lines through which the bulk of operational communication flows.

*e)* The formal network constitutes the main lines through which the bulk of operational communication flows.

Which of the following is true about the informal network of an organization? *a)* The informal network consists of organized, well-established channels for information exchange. *b)* The informal network can be controlled by the manager's network. *c)* Use of the informal network should be discouraged. *d)* The informal network carries insignificant information. *e)* The informal network follows no set pattern and is usually a complex relationship of smaller networks.

*e)* The informal network follows no set pattern and is usually a complex relationship of smaller networks.

*T or F* The importance of communication skills is the same at all levels of an organization.

False

*T or F* The larger context for communication includes the moment in time in which the communication is taking place; the customs, values, and language or the surrounding culture; and the general business-economic climate.

True

*T or F* The organization you audience belongs to, including its priorities, its current circumstances, and its pace of work, influences how your message is received

True

*T or F* The widespread use of the Internet has increased companies' attention to social responsibility.

True

*T or F* When two employees of a business communicate in order to complete a project, they are engaging in internal-operational communication.

True

Pedro, a sales manager, asks Rafael, one of his new recruits, to send him a sales report by EOD (end of day). Rafael intends on creating the report after returning home and sending it to Pedro by midnight. While Rafael is on his way out after finishing his work for the day, Pedro spots him and asks him for the report. It is only then that Rafael realizes that Pedro expected him to finish the report before leaving. This scenario exemplifies

bypassing

Selina has just been hired by a small law firm in a rural town and is told that the dress code is business casual. She shows up to her first day of work wearing a striped dress and a cardigan, but discovers that everyone else is in jeans and button-down shirts. This problem in communication is an example of

bypassing

Filters are best defined as

mental filters, such as preconceptions, frames of reference, and verbal worlds

Miguel grew up in a large family in a rural area of Texas, while Marissa is an only child who grew up in New York City. This information details Miguel and Marissa's ________ contexts.

personal

Social intelligence is best defined as the ability to

quickly assess the emotions of those around them and adapt their words, tone, and gestures accordingly.

Communication with an external audience should be undertaken with careful attention to both content and tone because

such messages can be regarded as public-relations messages, conveying a certain image of the company.

Which of the following constitutes an internal audience for a business?

the company's employees

The grapevine of an organization is best defined as

the informal network used by employees within an organization.

Cross-cultural competency is best defined as the ability to

understand and adapt to the preference for individualism or collectivism, religious beliefs, political environment, and ideas about social hierarchy of different countries.

The recursive process is best defined as

when communicators have a need to revisit earlier steps in the communication process while moving through the different activities to solve a communication problem