SB15

Which is an example of an open-ended question?

"What are your thoughts about taking an executive training course?"

Which question is the most likely to help build a personal connection to someone in your professional network?

"What was the best thing that happened to you this week?"

Within Kyle's individual professional network, who would likely have the most information, opportunities, and potential introductions to share?

A business acquaintance he has had for two years but not known well

Which is the most media-rich type of communication?

A face-to-face conversation

What is cyberloafing?

Accessing the Internet at work for personal use

What are the causes of cyberloafing? (Choose every correct answer.)

Addiction Social norms Boredom

Example of Vertical communication

Anne submits her vacation request to her boss.

How important is the end of a speech?

As important as the introduction

To reduce anxiety about making an oral presentation, what should the speaker do before the event begins?

Ask who else will be speaking. Learn how much time has been scheduled for the presentation. Arrive early and make sure the necessary equipment is in place and working.

What resources can job candidates find at online employment recruiting sites? (Choose every correct answer.)

Available job openings Links to learn new skills Background material for researching companies

Cell-phone and Internet-based technologies that generate interactive dialog among members of a network are known as ______.

Awarding a cash prize to the customer who suggests the best solution to a problem Asking people to suggest a name for a new research vessel

Which are examples of crowdsourcing? (Choose every correct answer.)

Awarding a cash prize to the customer who suggests the best solution to a problem Asking people to suggest a name for a new research vessel

How does access to social media tend to increase an organization's productivity? (Choose every correct answer.)

Better collaboration among employees Higher performance Greater job satisfaction

How do businesses typically use social media to increase productivity? (Choose every correct answer.)

By connecting in real time with employees, customers, suppliers, and communities By working with a larger variety of knowledgeable people outside the business By collaborating with co-workers and people outside the company

How can an individual build personal connections while creating a professional network?

By drawing people into meaningful conversations By asking interesting questions to create a positive first impression

Which statements accurately describe what is communicated by body movements and gestures? (Choose every correct answer.)

Closed body positions tend to be interpreted as defensive. Open body positions convey warmth and closeness.

Which statements accurately describe the way messages are interpreted? (Choose every correct answer.)

Communication is a perceptual process that varies from person to person. The speaker is responsible for ensuring that the listener understands the message. People's individual experiences affect the way they interpret what someone is saying.

Which type of empathy moves someone to take action on behalf of someone else?

Compassionate empathy

Kyle, an American, is giving a presentation in the Middle East. The audience is not laughing at his jokes, and people are even scowling at some of his hand gestures. What is most likely causing these unexpected audience reactions?

Cultural differences

Identify the disadvantages brought about by the digital age. (Choose every correct answer.)

Cyberloafing False information Security breaches

Connor rereads the email that he has received in order to make sense of its message. On what part of the communication process is Connor focusing?

Decoding

______ communication typically involves hostility, anger, or passivity, whereas ______ communication is assertive and direct.

Defensive; nondefensive

What techniques will improve the effectiveness of a public speech?

Do research and recheck the facts. Speak on a topic you know well. Guide the audience with transitions.

Which forms of nonverbal communication are inappropriate in some cultures? (Choose every correct answer.)

Embracing Patting on the shoulder

As Carmen hears a co-worker describe being mugged at gunpoint the night before, she feels fearful and anxious herself as she imagines her co-worker's plight. Carmen is displaying which type of empathy?

Emotional empathy

What is the ability to recognize and understand another person's feelings and thoughts?

Empathy

Who should respond to negative comments posted about a company on social media?

Experienced managers

What type of communication flows among people inside and outside the organization?

External

Example of external communication

External Drop zone Tamika emails a supplier to ask for a price quotation on a product. correct Toggle Button Unavailable. Tamika emails a supplier to ask for a price quotation on a product.

True or false: The "rules" for eye contact are the same across all cultures.

False

True or false: The classic advice given by Dale Carnegie for public speaking is to say what you have to say only once.

False

True or false: The prevalence of texting has made grammar and spelling rules less important in business communication.

False

What does FOMO stand for?

Fear of missing out

Mariposa, a young office manager, is trying to exchange text messages with her supervisor, Bill. Although Bill has been the general manager of the business for years, he has never learned how to use the texting function on his cell phone. What barrier to communication is Mariposa experiencing?

Generational differences

What type of communication flows within and among work units, most often for the purpose of coordination?

Horizontal

What are guidelines for creating a strong conclusion to a speech?

Include a call to action, a quotation, or a story at the very end. Signal the audience that the speech is about to end.

What type of communication channels do not follow the chain of command and develop outside the formal structure of the organization?

Informal

What are some of the main causes of poor listening in modern times? (Choose every correct answer.)

Information overload Mindlessness Cell phones

Which actions could be considered microaggressions if they happen repeatedly?

Interrupting someone who is speaking Mispronouncing a person's name Avoiding eye contact

How does having a social media policy benefit a business?

It helps prevent employees from posting inappropriate online comments that damage the company's reputation.

Which statement uses passive voice?

It was understood that all employees must wear shoes.

During the first staff meeting after Blake joined the company, he was completely confused by his coworkers' repeated references to the "PPAC committee" and "the next level drill-down". Blake experienced which barrier to communication?

Jargon

Which of the following is an example of a physical barrier to communication?

Jonathan and his team members are located in different time zones around the world, making it difficult to schedule video conferences together.

Cross-cultural barriers to communication often result from which differences?

Language Style

Which statements accurately describe the way gender influences communication? (Choose every correct answer.) Multiple select question. Women are more apt to brag about

Men are less likely to admit when they feel uncertain. Women emphasize sharing over reporting.

How do men and women differ when making requests?

Men tend to direct; women tend to ask.

What is a state of reduced attention that often leads to thoughtless, rigid behavior, and causes people to forget names soon after hearing them?

Mindlessness

To prepare for a career in business communication, you need to become competent in which areas?

New media literacy Teamwork and collaboration Social intelligence

What type of communication consists of messages sent outside of the written or spoken word?

Nonverbal

What technology has most profoundly changed the principles of management and the nature of how businesses operate?

Online social media

What is phubbing?

Paying attention to a cell phone instead of focusing on people who are with you

Which contacts are important for you to add to your professional network?

People who can help you People who share your interests People you can help

Maria gets a phone call telling that that her father has been rushed to the hospital for emergency surgery. After hanging up, she sits at her desk in stunned silence and does not hear a co-worker calling her name from nearby. The communication between the co-worker and Maria has been disrupted by what kind of noise?

Psychological

Sarah emails Joyce to tell her about a new project opportunity. What is Joyce's role in the communication process?

Receiver

Eye contact serves which of the following functions in Western cultures? (Choose every correct answer.)

Reflects interest Conveys honesty Shows attention

How should a business respond to negative comments that customers or employees post about the company on social media? (Choose every correct answer.)

Respond quickly on the site Require employees to follow the company's social media policy

What are recommendations for handling face-to-face meetings with co-workers? (Choose every correct answer.)

Schedule time for face-to-face meetings. Be mindful and demonstrate interest. Listen more and talk less.

Identify the disadvantages brought about by the digital age.

Security breaches False information Cyberloafing

Sarah emails Joyce to let her know about a job opening. What is Sarah's role in the communication process?

Sender

Example of horizontal communication

Suzie emails a coworker to inform him that she has finished her part of a team project.

Which forms of communication are still popular among older generations but are considered outdated by some younger people? (Choose every correct answer.)

Telephone calls Email

According to Dale Carnegie, what are the three rules of an effective speech?

Tell them what you are going to say. Say it. Tell them what you said.

Why is it important to focus a speech on a few key points?

That is probably all the audience will remember.

What conditions must be present before a company's social media strategy will succeed?

The company must dedicate resources to the effort. The company's customers must have social media skills. The company's personnel must be competent in using technology.

Which statements regarding social media strategies in business are true? (Choose every correct answer.)

The message should be surprising. Marketers should track the results.

Which of the following are types of informal communication channels? (Choose every correct answer.)

The office grapevine Face-to-face communication

Why are face-to-face meetings still an important part of the work day?

They show that management cares about the employees.

Why do businesses establish a presence on social media platforms?

To increase sales To interact with customers To increase brand awareness

How do hiring managers use online social media? (Choose every correct answer.)

To locate job candidates with specific skill sets To post available job openings To investigate potential employees' social media pages

Charlie complains to a coworker, "Chris has lied to us so many times about how he's going to try to get us a raise that I don't believe a thing he says anymore." Which personal barrier to effective communication does this best describe?

Variations in trustworthiness and credibility

To avoid errors in writing, what precautions should be taken with every business communication?

Watch for auto-correct errors. Pay particular attention to the spelling of people's names and titles.

What does a social media policy for a business typically specify?

What consequences will be imposed on employees who fail to comply Who is allowed to participate in social media at work When employees are allowed to use social media

Which statement about public speaking is true?

With practice, everyone has the ability to become a skillful public speaker.

According to research, what is the main cause of people ignoring others in favor of paying attention to their phones?

Worry about missing out on social network activity

encoding barrier

a message is incorrectly expressed

Effective communicators realize that ______.

a speaker is responsible for making sure the listener understands the message

The process of actively decoding and interpreting verbal messages is known as ______ listening.

active

The transfer of information and understanding from one person to another is known as ______.

communication

Using the Internet and social media to enlist a group outside the organization for help solving a problem is known as ______.

crowdsourcing

What is an example of social media allowing a company's employees to collaborate with each other and with people outside the organization to help with problem solving?

crowdsourcing

Interpreting and trying to make sense of the message is called ______.

decoding

Active listening is the process of:

decoding and interpreting verbal messages

During an argument with a coworker, Analiese became increasingly hostile and profane. This would best be described as ______ communication.

defensive

When trust is lacking between two people communicating with each other, they tend to become ______ rather than focus on the meaning of the message.

defensive

Effective business writing uses concise and ______ wording.

direct

False information created deliberately to mislead people is called ______.

disinformation

When Marta explains a project to members of her staff, they are able to understand her intended message accurately. This suggests that Marta is a(n) ______ communicator.

effective

Good communicators are ______ and effective. That is, their messages are transmitted in a short time and people understand them.

efficient

People who transmit their messages accurately in the least amount of time are ______ communicators.

efficient

Miriam's employee explains that he was absent because his wife was diagnosed with cancer. Miriam thinks about what it would be like to be in her employee's position, and she realizes that she is both frightened and sad. Miriam is demonstrating ______.

empathy

In the communication process, translating a message into symbols or language for transmission is referred to as ______.

encoding

Putting a message into understandable symbols or language to send to another person is called ______.

encoding

Businesses can increase productivity by encouraging managers and employees to use social media to ______.

enhance their individual performance

The digital era and social media have caused major problems for businesses, including security breaches and ______

false information

The digital era and social media have caused major problems for businesses, including security breaches and ______.

false information

Samantha sent an email to Joyce, letting her know about a job opening. Joyce quickly responded with an email, thanking Samantha. Joyce's response is an example of ______.

feedback

The expression of a receiver's reaction to a sender's message is known as ______.

feedback

Jackson sends a memo to his staff announcing a project review meeting to be held the next day. This is an example of ______ communication.

formal

The ______ is the unofficial communication system of the informal organization, a network of in-person and online gossip and rumor.

grapevine

Dianne found out that someone else was using her name and Social Security number to apply for credit cards and run up large amounts of debt. Dianne is a victim of ______.

identity theft

Thieves hijack your name and identity and use your good credit rating to obtain cash or make purchases. This is known as ______.

identity theft

Terminology that is specific to a particular profession or group is known as ______.

jargon

Garrett told his sales team to send their monthly sales figures to him via email rather than calling him on the phone. Garrett is indicating his preference for a ______ medium.

lean

What is an example of an "open" body position?

leaning backward

Derek tends to use the latest buzzwords and throw in a few jokes when he talks to his assistant about a project. Derek's speaking pattern demonstrates his ______ style.

linguistic

People's characteristic speaking patterns demonstrate their ______ style.

linguistic

How well a particular medium conveys information and promotes learning is called ______.

media richness

An email, a handwritten notice, or a voicemail are each an example of a(n) ______ in the communication process.

medium

Juanita typed a long message to her professor asking for an extension on her paper's due date, but before she could hit send the battery on her laptop died and she lost the message. This is an example of a(n) ______ barrier to communication.

medium

Nanci needs to let Morgan know that the production line will be down until tomorrow and the items she needs to ship to the customer will not be ready on time. The information Nanci wants to share is called the ______.

message

The information that is shared in the communication process is called the ______.

message

False information that is generated without the intention of causing harm is known as ______.

misinformation

There should always be ______ before being physically affectionate with co-workers.

mutual consent

Building and maintaining a wide array of professional contacts is called ______.

networking

sender barrier

no message is sent

Anything that delays or obstructs any stage of the communication process is referred to, in general, as ______.

noise

During the professor's lecture, Jake was distracted by a classmate's coughing. This distraction is an example of ______ in the communication process.

noise

A rich medium is more effective with ______ situations.

nonroutine

Eye contact, facial expressions, and body movements and gestures are forms of ______ communication.

nonverbal

A supervisor asks you, "How do you think we could improve morale within the department?" In this case, you are being asked a(n) ______ question.

open-ended

One of the dangers of using a rich medium for routine matters is information ______, in which the receiver gets more information than necessary.

overload

After listening to her boss's instructions regarding completion of the project, Angelica said, "Let me make sure I've got this straight. You need this project completed by the 15th of the month so we can go over it and make any changes before our meeting with the client on the 17th. Is that correct?" This is an example of ______.

paraphrasing

When people restate in their own words the essential meaning of what they have heard or read, they are ______.

paraphrasing

The sounds of a busy street drowning out a conversation is an example of ______ noise.

physical

The wall separating Henri from his manager made it hard to hear what his manager was saying. The wall is an example of a(n) ______ barrier.

physical

The key to protecting against online security threats is ______.

prevention

Gina was frustrated when her credit card company sold its customer list to a telemarketing firm. She was not happy that her personal information was released and felt it violated her ______.

privacy

The right of people not to reveal information about themselves is called ______.

privacy

In the communication process, the person for whom the message is intended is the ______.

receiver

A lean medium is more effective in ______ situations.

routine

The system of safeguards for protecting information technology against disasters, system failures, and unauthorized access that results in damage or loss is called ______.

security

When Liz's manager asked her to get a report done right away, Liz didn't know if that meant within an hour or by the end of the week. This is an example of a ______ problem.

semantic

When two people from the same culture misunderstand each other because the meaning of their words is unclear, they are experiencing a ______ problem.

semantic

In the communication process, the ______ is the person wanting to share information.

sender

Colin decides to use Twitter to solicit feedback about a new product his company is introducing. In this case, Twitter is an example of ______ media.

social

medium barrier

the channel of communication is blocked

Janeen hears a rumor from a colleague in sales that there is going to be layoffs on Friday afternoon. She quickly calls her friend in accounting to let her know. This is an example of ______.

the grapevine

The means by which a communicator sends a message is called ______.

the medium

receiver barrier

the message is unable to be recieved

decoding barrier

the recipient is unable to understand the message

Communication from an employee to her boss is an example of ______ communication.

upward