Business Comm Chapter 1
Employees prefer to receive bad news through the personal medium of email.
False
A communication need is one that forms within your own organization.
false
The triple bottom line includes all of the following except: (A) people (B) profit (C) purpose (D) planet (E) none of these
purpose
A communication need can come from either the sender's mind or an organizational situation.
true
The five components of communication are the need for communication, sender, message, audience, and response.
true
The grapevine is active at every level of the organization, moving information from one manager or employee to the next.
true
Which of the following statements is not true of technology-based communication? (A) Companies will often use multiple communication channels. (B) A podcast provides short text files for downloading. (C) Wikis are online spaces where people collaborate. (D) Instant messaging allows you to know when someone is available for a quick response. (E) Social networking sites are used by people of all ages
A podcast provides short text files for downloading.
Research results show that all but which one of the following statements is true of business communications? (A) The top characteristic sought in job candidates is communication skills. (B) Communication is an important part of securing employment and getting promoted once on the job. (C) As many as one-third of employees write poorly. (D) Employees who are happy with how their company communicates difficult decisions are much more likely to recommend their company. (E) Communication skills are more important in corporate settings than in self-employment.
Communication skills are more important in corporate settings than in self-employment.
Which of the following is not a true statement about print communication? (A) It is considered official and formal. (B) Its use is declining. (C) Some companies no longer use it for internal communication. (D) It is still used for individual pay or benefit information. (E) It is not appropriate for job applications.
It is not appropriate for job applications.
____ communication occurs when peers within a department share ideas, coordinate activities, and negotiate differences. (A) Upward (B) Downward (C) Lateral (D) Vertical (E) Outsourced
Lateral
Which of the following is not a true statement about social media? (A) It encourages online interaction. (B) It is widely used among Fortune Global 100 companies. (C) Most online participants are teens and young adults. (D) It is based upon second-generation (web 2.0) technologies. (E) Much of the online content is user-generated.
Most online participants are teens and young adults.
Which one of the following is a true statement about a personal code of ethics? (A) They parallel or mirror the legal rules of society. (B) They are typically formed in childhood. (C) They are universal and apply across all cultures. (D) They represent our beliefs about whether an action will benefit us or others. (E) They are primarily defined by the organizations we work for.
They are typically formed in childhood
Which of the following is an example of lateral communication? (A) Your supervisor sends you an email that lists your strengths and weaknesses. (B) Three state senators discuss the pros and cons of passing new laws against hate crimes. (C) The vice president of marketing prepares a report to share with the marketing representatives. (D) You respond to an internal survey conducted by a colleague from another department. (E) You prepare a year-end sales report for your supervisor's approval.
You respond to an internal survey conducted by a colleague from another department.
Which of the following would be the best action for building a relationship with a manager in another division? (A) an emailed report on your responsibilities and accomplishments (B) a voice message left on the manager's phone (C) a face-to-face meeting in a neutral meeting room (D) an invitation to download your vlog (E) a Facebook friend request
a face-to-face meeting in a neutral meeting room
A(n) ____ is considered a conventional channel of communication. (A) web seminar (B) instant message (C) email (D) blog (E) tweet
At work, your personal email is protected free speech, thus shielded from lawsuits.
false
Cascading communication flows upwards and downwards from an important organizational leader.
false
Lateral communication typically involves persuading others who report to us.
false
A study of the ten characteristics that employers seek in employees identified communications as the number one skill
true
An example of a communication barrier in the communication system is an employee who is too busy to read an important email.
true
Audiences may become skeptical if euphemisms are used frequently to avoid giving bad news.
true
Differences in how the sender and the audience assign meanings to the same word can become a communication barrier.
true
Downward communication is used more frequently than upward communication in most organizations.
true
Employers report major deficiencies in the written and oral communication skills of new employees.
true
Facial expressions such as frowns and smiles are nonverbal messages that you formulate in response to communication
true
If you frown as someone speaks to you, you are providing the sender with your response about the message.
true
Wikis are online spaces that are frequently used by people working as individuals.
false
The organization's formal communication network consists of upward, downward, lateral, and cross-cultural communication.
false
Which of the following is an example of a response? (A) personality (B) culture (C) socioeconomic status (D) feedback given to the sender by the audience (E) an individual's emotional state
feedback given to the sender by the audience
Savvy managers respond to the grapevine in their organization by (A) slowing down the free flow of information. (B) identifying the filters that affect employees' perceptions. (C) sharing all news with employees, whether positive or negative. (D) counteracting the horizontal flow of information. (E) extending the network to the top of the organization.
sharing all news with employees, whether positive or negative.
Which of the following is an example of professional ethics? (A) A belief that discrimination is wrong based upon an experience with negative stereotyping. (B) Legal requirements that employees must be US citizens or have a US work visa. (C) The expectation of gifts to potential clients in a foreign country. (D) An understanding with other company salespeople that you will not attempt to sell to each other's current clients. (E) A company policy that prohibits attending sporting events with suppliers.
A company policy that prohibits attending sporting events with suppliers.
Which statement about the grapevine is correct? (A) It moves information rapidly through the organization. (B) It is less active during times of uncertainty, such as layoffs, mergers, and branch closings. (C) Most of the information communicated through the grapevine pertains to personal matters. (D) Information spread through the grapevine is usually incomplete. (E) It is not an important communication network in large organizations.
Information spread through the grapevine is usually incomplete.
____ is synchronous, overlapping communication. (A) Geolocating (B) Multicommunicating (C) Instant messaging (D) Posting to Facebook (E) Handing out printed flyers
Multicommunicating
When you are not sure whether it is acceptable to text in a business situation, you should... (A) Assume it is acceptable. (B) Assume it is unacceptable. (C) Try to text without being noticed by your peers. (D) Pay attention to what your respected peers do, and adjust your behavior to match theirs.
Pay attention to what your respected peers do, and adjust your behavior to match theirs.
Which statement contains abstract or ambiguous language? (A) Antwon's email contains five misspelled words. (B) More than 76% of the employees belong to a union. (C) At least eight associates submitted their expense reports after the deadline. (D) The office manager purchased 15 cartons of paper for delivery on Tuesday. (E) The customer service department received some complaints today.
The customer service department received some complaints today.
Which is an example of an internal communication need? (A) You read a memo from your supervisor requesting sales figures for the past five years. (B) While photocopying reports, you overhear two managers talking about upcoming layoffs. (C) Your office is too hot because the air conditioner isn't working properly. (D) You notice an intern pocketing money from the petty cash fund. (E) You dream about an idea for a new commercial to promote your company's product.
You dream about an idea for a new commercial to promote your company's product.
Which of the following is an example of environmental noise? (A) You are expected to attend two different meetings that overlap each other. (B) You miss half the presentation because the speaker is not using a microphone. (C) You have ten minutes to read two reports before you prepare a summary for your boss. (D) You are closing a big sale to one client as another client calls with a question. (E) You receive urgent instant messages from several colleagues who need information right away.
You miss half the presentation because the speaker is not using a microphone.
Texting may be useful for all of the following reasons except (A) providing fast client contact. (B) advertising your new product or service. (C) commenting during a speech by a client. (D) confirming deliveries. (E) sending important information in a meeting.
commenting during a speech by a client.
A message is not always transmitted accurately because of: (A) feedback (B) response (C) communication barriers (D) feedback mechanism (E) communication process
communication barriers
Which of the following creates the need for someone to initiate communication? (A) sender (B) connotation (C) message (D) communication need (E) denotation
communication need
A microblog cannot help you (A) present the company's perspective on a current issue. (B) report breaking news. (C) convey a complex, nuanced message. (D) respond to a customer's questions without delay. (E) connect with customers.
convey a complex, nuanced message.
When clothing retailer Gap Inc. discovered that some suppliers allegedly used under-age workers to make its clothing, the company quickly stopped selling these products, launched an investigation, and publicly committed to sever ties to any implicated suppliers. These actions are an example of (A) situational ethics. (B) corporate whitewashing. (C) religious ethics. (D) corporate social responsibility. (E) minimal compliance with the law.
corporate social responsibility.
Which of the following is not considered a rich medium for communication? (A) oral presentation (B) chat over coffee (C) phone call (D) email (E) formal department meeting
A private company network for people outside of the company is a(n) (A) Internet. (B) extranet. (C) blog. (D) intranet. (E) tweet.
extranet.
Communication flows in an orderly, linear manner from one stage to the next.
false
If what we say and what we do contradict, observers are likely to believe what we say.
false
Managers can stop rumors by counteracting the free flow of information through the grapevine.
false
Messages on social media channels are most effective if they are short, personal, and one-way.
false
Negative comments about your company, its products, or suppliers are usually acceptable if made in electronic forums not controlled by your employer.
false
Technology that allows multitasking is likely to result in more efficient and accurate workplace communication.
false
A computer-support specialist who sends an email to other computer-support specialists in the same company about the need for training on the latest software is engaging in ____ communication. (A) upward (B) downward (C) lateral (D) matrix (E) nonverbal
lateral
Jargon is technical terminology used within specialized groups--sometimes called "the pros' prose."
true
Which of the following questions is not a part of The Framework for Ethical Decision Making? (A) How will others be affected by my decision? (B) How likely am I to be discovered doing something unethical? (C) How will I feel after the decision is known? (D) Is this action legal? (E) Is this decision in line with my personal values?
How likely am I to be discovered doing something unethical?
Which of the following guidelines for online communication is least likely to protect both you and your employer from problems? (A) In your message, you identify yourself as a company employee but add "my opinion only" to messages and posts. (B) You don't cite or reference customers or suppliers without their prior approval. (C) You avoid sharing proprietary company information about products or strategies with anyone outside of the company. (D) You don't insult or disparage your employer or any specific employee, even if specific names are not mentioned. (E) You avoid doing anything online that would not be acceptable in a face-to-face situation in your workplace.
In your message, you identify yourself as a company employee but add "my opinion only" to messages and posts.
Without good formal communication, the "grapevine" will take over. This type of communication is also called: (A) Lateral Communication (B) Upward Communication (C) Cascading Communication (D) Informal Communication Network
Informal Communication Network
Which of the following is not a typical reason for unethical behavior? (A) We rationalize that what is ethical depends upon the circumstances. (B) We do what we must to win. (C) We rationalize that everyone is doing it. (D) We enjoy the thrill of "getting away with it." (E) We take the easy route to accomplish our goal.
We enjoy the thrill of "getting away with it."
Which of the following is NOT a logistical consideration when choosing communication media? (A) How long and complex is the message? (B) How many people will receive the message? (C) Which type of media are you most comfortable using? (D) How urgent is the message?
Which type of media are you most comfortable using?
If you were planning to collaborate on a presentation with several people working in different locations, which communication tool would be the best fit? (A) Wiki (B) Email (C) Phone (D) Text Message
Wiki
Which of the following is not an example of synchronous communication? (A) You send a text while watching a video-conference presentation. (B) You IM the corporate delivery service while talking to a customer about his missing delivery. (C) You deliver a speech with PowerPoint slides while watching the reaction of your manager out of the corner of your eye. (D) You read email with both text and video components open at the same time. (E) You attend a web seminar while forwarding slides to a coworker who is not participating in the seminar.
You deliver a speech with PowerPoint slides while watching the reaction of your manager out of the corner of your eye.
Jargon is an efficient way of communicating specialized information to broad audiences.
false
You have achieved successful communication when your audience receives your written message, whether or not it is read.
false
It is good business to share both good news and bad news with employees as quickly and completely as possible.
true
The audience might misinterpret a word used by the sender because of the audience's personal reaction to the sender's connotations.
true
The communication process is incomplete without a response.
true
The term connotation refers to "the associations you have with a word."
true
Upward communication fosters an environment where employees can offer suggestions and feel they are important to the organization.
true
Using instant messaging at work may annoy some people, but others believe that it saves time.
true
When communicating internationally, you should translate important documents into the second language and then back into English to ensure correct interpretation.
true
When writing about a sensitive topic, you might use euphemisms rather than words that could offend your audience
true
When you consider your relationship with the audience, you should determine whether you need the message or conversation documented.
true
Wherever possible, you should use concrete rather than abstract words to make your messages easier to understand.
true
While text messaging is considered rude in many situations, it can be useful for some business tasks.
true
Written messages might be conveyed through a brochure, a blog posting, a web page, or a company newsletter.
true
You can avoid polarization if you choose words that take the middle ground rather than words that represent an extreme position.
true
You will not be able to communicate effectively if (A) you convey your message through verbal and nonverbal means. (B) your message contains words that the audience cannot understand. (C) you use low-tech media options. (D) you fail to use current technology.
your message contains words that the audience cannot understand.
Individual experiences, culture, and personality affect how the communication need translates into an actual message.
true
Which of the following is an example of slang? (A) window of opportunity (B) applet (C) blog (D) e-commerce (E) spam
window of opportunity
Lateral communication provides managers at all levels with the information they need to make decisions.
false
Less than half of the information communicated through the grapevine is accurate.
false
Which of the following is a verbal barrier to communication? (A) A person's body language does not correspond with his spoken message. (B) Audience interpretation of a message is not the same as the sender's interpretation. (C) Two individuals have differing perceptions of a manager's comments based on their personal experiences with her. (D) People are not focusing on a convention speaker because the seats are too small and are placed too close together. (E) A customer service representative has a prejudice against customers who have a southern accent.
Audience interpretation of a message is not the same as the sender's interpretation.
Which of the following is not a relationship consideration helpful in selecting communication media? (A) Is this message confidential or private? (B) Do you need the message documented? (C) How urgent is the message? (D) Are you building a relationship with the audience? (E) How is the audience likely to react?
How urgent is the message?
Which of the following is not a reason why upward communication is important? (A) It provides feedback to let receivers know that lateral messages have been received and understood. (B) It helps managers recognize whether lower-level employees received and correctly interpreted downward messages. (C) It gives managers information they need to make critical decisions. (D) It provides opportunities for employees to offer input, make suggestions, and air grievances. (E) It allows information to flow from lower levels to higher levels of the organization.
It provides feedback to let receivers know that lateral messages have been received and understood.
Which of the following is an abstract word? (A) letter (B) memorandum (C) email (D) report (E) communication
communication
You are using the grapevine when you (A) ask top management, during a company meeting, about the company's recent merger. (B) write a memo to your boss suggesting how to publicize the company's recent merger. (C) post a news release on your company's website announcing its recent merger. (D) write an article for your company's newsletter, quoting the CEO's comments about the recent merger. (E) discuss the company's recent merger while you carpool with a coworker.
discuss the company's recent merger while you carpool with a coworker.
Which of the following best describes jargon? (A) a fad expression that is short-lived (B) a polite expression that is used to soften the impact of an unpleasant situation (C) a cultural tradition (D) efficient terminology when communicating within specialized groups (E) a denotative phrase that characterizes vertical communication
efficient terminology when communicating within specialized groups
Companies use ____ to provide portable audio or video content about their products and services. (A) wikis (B) microblogs (C) voice mail (D) podcasts (E) texting
podcasts
As a department head, you cannot assume that your downward communication is (A) being received and understood by other department heads. (B) offering employees the opportunity to air grievances. (C) received and understood by people who report to you. (D) sharing complete information with your peers. (E) an informal network trusted by employees.
received and understood by people who report to you
If you put on a puzzled look as a coworker tries to explain the company's new sick-leave policy, you are (A) using a nonverbal medium to filter the message. (B) adding noise to the communication environment. (C) providing an internal communication need for your audience. (D) simultaneously sending and receiving a message. (E) eliminating the feedback portion of the process.
simultaneously sending and receiving a message.
Which of the following is not a verbal barrier to communication? (A) inadequate understanding (B) differences in interpretation (C) specific, concrete words (D) inappropriate use of expressions (E) language differences
specific, concrete words
If your cover letter states that you have excellent proofreading skills, a typographical error (a nonverbal signal) will overshadow the actual message content.
true
Low-tech media options are best for routine, neutral, and simple messages.
true
Not all communication problems are spoken or written; some are related to how you act.
true
Over time, companies that are considered ethical and highly effective communicators provide higher returns to shareholders than companies without these characteristics.
true
Successful communication involves messages that are sent, received accurately, and understood.
true
