Business Chapter 5: Business Communications: Creating and Delivering Messages
Miriam just moved to the United States. In her home culture, looking down is sometimes a sign of respect, but in her new job, she has noticed that her coworkers will ask her if she is feeling well if she looks down too much. They seem to think that she is either unwell or upset. Miriam may be struggling with the concept of _________ as a positive communication tool in the United States. -facial expressions -tone of voice -eye contact -gestures and posturee
eye contact -In American culture, sustained eye contact (different from a constant cold stare) indicates integrity, trust, and respectful attention, whether you're communicating with a subordinate, a superior, or a peer.
(5-9)After a few months on the job, Antonio holds an in-person training session with some of the lower performing salespeople. Antonio suspects that one of the biggest issues is that these salespeople are not good listeners when meeting with clients in person. Which of the following statements would you not expect Antonio to say during a training session on better listening? -"Do not look at your phone when you are meeting with clients. Make sure all attention is on them." -"Rephrase what the client has stated to show understanding and empathy." -"As soon as the client is done talking, respond quickly. This shows you were listening and are capable of handling their concerns." -"Nod and lean forward while the client is talking. This shows you have interest in what they are saying."
"As soon as the client is done talking, respond quickly. This shows you were listening and are capable of handling their concerns." -Good listeners take a brief pause to indicate that you're absorbing the message. Do not respond too quickly or interrupt or finish the other person's sentence.
Amit is preparing a job advertisement for a new tech developer for his company. He is looking for someone with a lot of energy, so he included this wording in the ad: "Must be under 30 and proficient in emerging technology." Amit shared the job ad with a colleague for proofreading, and his colleague pointed out that Amit was demonstrating ________. -gender bias -dynamic delivery -passive voice -age bias
Age bias -Age bias refers to words that suggest stereotypical attitudes toward people of specific ages.
Geraldine is preparing a proposal for a new memory-care facility that would represent a significant expansion to the current continuing care retirement community where she works. The proposal is long and includes a lot of information about the current demand for memory care, relevant demographic trends, a cost analysis, and a proposed timeline. Geraldine wants to make sure that the document is organized and easy to read. What formatting element should she consider using? -Block paragraphs -Bulleted lists -Active voice -Passive voice
Block paragraphs -Block paragraphs create a more organized look for your page, guiding the reader's eye through the key elements of your structure.
Eeva is preparing a company-wide email that includes a list of action items that each employee must complete before the end of the year. She wants to make sure that employees can easily see that she is presenting a list. What formatting element should Eeva consider for her list? -Active voice -Bulleted lists -Block paragraphs -Headings
Bulleted lists -Bulleted lists help you direct your reader's eyes through your writing; they are an easy and impactful way to organize lists.
Devon signed up for a speech contest that his company hosts each year. Not only is this a chance for him to win a cash prize, he will also have the chance to show off his skills in front of the CEO. Devon feels well-practiced, especially in how he can control his pacing and the tone of his voice. As an enthusiastic and engaging speaker, he is counting on his _________ to help him win first place. -dynamic delivery -visual aids -opening -questions
Dynamic delivery -Dynamic delivery is a vibrant, compelling presentation delivery style that grabs and holds the attention of the audience.
Hiro has been working closely with the engineering team at his company on a new, highly technical project. The company has invested a lot of money in this project, but Hiro is worried that the prototype won't be finished by the expected deadline. His engineering counterpart seems stressed out by the project, and Hiro suspects that he may be falling behind on his work. Hiro wants to have a candid conversation to figure out where the project stands and devise a way to keep things on track. Which communication channel should Hiro consider for this conversation? -Videoconference -Voice mail -Memo -Face-to-face meeting
Face-to-face meeting -Face-to-face meetings are best when your message is personal, emotional, complex, or high priority, or when you need or want to experience the immediate response of your audience.
Leandra is in charge of sending out a monthly memo that includes information on company-sponsored events. This month, she includes the following information about a coding workshop: "Know a budding young coder? Send him to our upcoming Coding for Kids workshop!" After she distributes the memo, a few of her coworkers email her to say that her wording demonstrates a(n) ___________. -racial bias -passive voice -age bias -gender bias
Gender bias -Gender bias consists of words that suggest stereotypical attitudes toward a specific gender.
(5-1,5-2)_________ is communication among people with differing cultural backgrounds. -Intercultural communication -A communication barrier -Cultural communication -A language barrier
Intercultural communication -Intercultural communication is communication among people with differing cultural backgrounds.
(5-9)Prior to becoming the VP of sales, Antonio worked at a smaller firm as the VP of sales as well. He had a great rapport with his direct reports. His sales team felt comfortable coming to him with any question or concern. Antonio is worried that his new company, which is much larger, doesn't have the same level of communication. He has expressed to all of the salespeople that his "door is always open" and that they can call or email him at any time, but very few have. Antonio is worried that his new company may have a(n) _____ barrier to communication. -physical -organizational -language -perceptual
Organizational -Organizational barriers occur when a company has built-in interference to communication; for example, unspoken rules about who is allowed to communicate. Communication barriers are any interference that causes the message you send to be different from the message your audience understands.
(5-3,5-4)Which of the following communication channels is most appropriate for a message that is potentially controversial? -Emails -Voice mail -Telephone conversations -Memos
Telephone conversations -A telephone conversation is appropriate when the message is personal or controversial.
Blake's manager is out of the office today to take her kids to an amusement park, but he needs a quick answer on something that is relatively important. He knows that his boss will have her phone with her, and that the amusement park, which is a few hours away, will be noisy. Which communication channel should Blake consider in this situation? Face-to-face meeting Text Voice mail Videoconference
Text -A text message is best when the content of the message is uncontroversial and you want a quick response regarding relatively simple issues.
(5-1,5-2)Which of the following would not be an example of a physical barrier? -An uncomfortable chair -People talking loudly outside of the room -The speaker's regional accent -The temperature in the room
The speaker's regional accent -Physical barriers are external to the listener and the speaker. The speaker's regional accent is an example of a language barrier
(5-5) Which of the following is not a suggestion for setting the right tone in your message? Use the active voice Use proper names instead of personal pronouns Use common words in most situations Use contractions as often as you would when speaking
Use proper names instead of personal pronouns -Use personal pronouns instead of proper names whenever you can to help set the right tone.
(5-3,5-4)After government-mandated shutdowns in March 2020 due to the COVID-19 pandemic, many workers began working from home. Which communication channel became the primary way for workers to communicate with colleagues? -Memos/reports -Texting -Virtual reality meetings -Videoconferencing
Videoconferencing -In March 2020, many workers began using videoconferencing as their primary communication channel.
The leadership team of an international office supply company wants to provide a company-wide update on the company's performance that ideally would include a way for people to ask questions at the end. They are hoping to make this a semiannual event, so they have to consider the overall cost of such a presentation. Which channel should they consider for their presentation? -Telephone conversation -Videoconference -Memo -Voice mail
Videoconferencing -Videoconferencing is best when you need to reach multiple people with complex or high-priority content or you need or want a spontaneous, dynamic dialogue with an audience who you cannot reach in person.
(5-9)Antonio has been asked to present at a national trade show. He plans to start his presentation with an interesting statistic and show the audience samples of his company's products. The samples that Antonio will show represent which element of the presentation? -Body -Opening -Visual aids -Delivery
Visual aids -Visual aids are items that supplement written or spoken information. Showing a sample of the company's products is an example of a visual aid.
Carlos is working on his start-up pitch. He is going to present his business plan to potential investors, and he believes that showing them a prototype of his product will be more impactful than just telling them about it. Which presentation element does the prototype represent? -Questions -Opening -Body -Visual aids
Visual aids idk why. I didn't understand this one-
One of Andre's coworkers just retired. Andre missed the coworker's retirement party but still wants to say a quick goodbye. Unfortunately, he is not able to connect with his coworker before he leaves the office on his last day of work. Andre doesn't know this coworker outside of work, but he still wants to wish him well. What is the best method for Andre to communicate this message to his newly retired coworker? -Memo -Face-to-face meeting -Videoconference -Voice mail
Voice mail -Voice mail is best for when the content of a message is uncontroversial and when you don't need a record of the message.
(5-4)Which of the following statements is true? When using active voice, the subject performs the action expressed by the verb. When using passive voice, the subject performs the action expressed by the verb. When using passive voice, the subject does not agree with the tense of the verb. When using active voice, the subject is acted upon.
When using active voice, the subject performs the action expressed by the verb. -When using active voice, the subject performs the action expressed by the verb
(5-5)Which of the following statements about written communication is not true? Bullets can help organize information such as next steps. Grammar errors can make you lose credibility. Headings can help guide your reader through your writing. You should use indents for the first sentence in each paragraph.
You should use indents for the first sentence in each paragraph. -You should not indent the first sentence in each paragraph. Use block paragraphs instead.
Jodie works in the graphic design department at a financial services firm. She loves the part of her job that allows her to be creative, but she struggles when it comes to understanding all the different products the company offers. She knows that she should have a deep understanding of their product offerings, but she has trouble with _______ during meetings where they discuss the specifics. She sometimes finds herself doodling on her notepad or daydreaming instead of paying attention. -facial expressions -gestures and posture -active listening -eye contact
active listening -Active listening occurs when the listener focuses their complete attention on the speaker.
Peter has always been shy, but he's trying to practice his presentation skills so that he can advance at work. Peter attends a class on effective communication skills, and the facilitator points out that Peter often crosses his arms in front of his chest when he speaks, which can make him appear "closed off" or defensive. The facilitator is pointing out a potential _________ barrier to communication that Peter should be careful to avoid. -body language -perceptual -organizational -physical
body language -The wrong body language can alienate and distract your audience so completely that they simply won't absorb the content of your message. Communication barriers are any interference that causes the message you send to be different from the message your audience understands.
Rosemary works in HR at a start-up in Silicon Valley. She has just been asked to fire a developer who has been with the company since it started. Rosemary knows that this is a delicate situation that requires some forethought. She wants to make sure that she uses the correct ___________ for delivering the bad news; her experience tells her that a face-to-face conversation is the most appropriate. -facial expressions -nonverbal communication -gestures and posture -communication channel
communication channel -Communication channels are the various ways in which a message can be sent, ranging from one-on-one in-person meetings to internet message boards
(5-3,5-4)Of the various communication channels available in the modern business environment, _______ have the highest channel richness. -in-person presentations -telephone conversations -emails -face-to-face meetings
face-to-face meetings -Face-to-face meetings have very high channel richness, the highest of all of the communication channels.
When Daniella is concentrating, it sometimes appears that she is frowning. She has noticed that sometimes when she is in meetings, her boss will suddenly interrupt and ask, "Daniella, is there something wrong?" Even though she is not upset, Daniella's _________ makes it seem like she is. -active listening -eye contact -facial expression -nonverbal communication
facial expression -People vary widely in terms of how much emotion they show on their faces, but virtually everyone communicates, whether or not they know it, through a wide range of expressions that include shy smiles, focused frowns, clenched jaws, squinted eyes, and furrowed brows.
(5-1,5-2)All of the following are ways to improve your active listening except _______. -take notes on what the speaker is talking about -use verbal feedback and questions to signify understanding -finish the speaker's sentences to show that you understand what they are trying to communicate -do not check emails or text messages while the speaker is talking
finish the speaker's sentences to show that you understand what they are trying to communicate -Finishing another person's sentences is not a way to improve your active listening.
Massimo comes from a culture where it's considered incredibly rude to point, regardless of whether a person is pointing at a person or a location. During a recent meeting with some of his U.S.-based colleagues, he was shocked when he saw a few of people pointing directly at each other during a casual conversation. Massimo is observing how __________ can communicate different things in different cultures. -eye contact -gestures and posture -tone of voice -facial expressions
gestures and posture -How you handle your body speaks for you. For example, leaning forward can indicate interest, shrugging can suggest a lack of authority, and fidgeting can imply either impatience or nervousness. To increase the power of your message, both your gestures and your posture should be confident, open, and coherent.
Scenario 5.1. Kennedy is an event manager at a large hospital. He has been tasked with planning a large conference that will attract prominent physicians from around the world. Part of Kennedy's job is to ensure that there is as little interference as possible during meeting sessions. Refer to Scenario 5.1. Kennedy is also aware that there will be many attendees who do not speak English as their first language and who do not live in the United States, where the conference is taking place. He has put together a document for the conference speakers that outlines best practices when speaking to such a diverse audience. Kennedy is using this document in an effort to prevent _________ barriers. -organizational -physical -nonverbal communication -intercultural communication
intercultural communication -Intercultural communication is communication among people with differing cultural backgrounds.
(5-3,5-4)The most appropriate communication channel for a message that is uncontroversial but is lengthy or detailed is a _______. -memo or report -voice mail -text message -telephone conversation
memo or report -A memo or report is the most appropriate communication channel for a message that is uncontroversial but is lengthy or detailed.
Scenario 5.1. Kennedy is an event manager at a large hospital. He has been tasked with planning a large conference that will attract prominent physicians from around the world. Part of Kennedy's job is to ensure that there is as little interference as possible during meeting sessions. Refer to Scenario 5.1. Kennedy plans to research optimal room layouts and temperature, check the audio equipment well in advance of the meeting, and help each speaker understand how to use the microphones and where to stand to ensure that the audience will easily see and hear them. Kennedy is working to reduce __________ at the conference. -noise -intercultural communication -communication -nonverbal communication
noise -Noise is any interference that causes the message you send to be different from the message your audience understands.
A local school district has invited a communications expert to train their teachers in __________. Understanding this subject will help the teachers better understand how students are feeling just by observing their gestures, posture, and facial expressions—even when those students aren't speaking. -tone of voice -eye contact -nonverbal communication -active listening
nonverbal communication -Nonverbal communication is any kind of communication that does not use words. Common forms of nonverbal communication include gestures, posture, facial expressions, tone of voice, and eye contact.
(5-1,5-2)Practicing speaking in front of a mirror or making a video of yourself delivering both formal and informal messages is a good way to improve _______. -intercultural communication -nonverbal communication skills -decreasing perceptual barriers -active listening
nonverbal communication skills -Practicing speaking in front of a mirror or videotaping yourself delivering both formal and informal messages will improve your nonverbal communication skills.
Camilla just started working at a large, multinational law firm. Her previous job was in a small firm where coworkers were close-knit and collegial. At her new firm, she has noticed that older, more experienced associates keep their office doors closed and don't often make eye contact in the hallways. Camilla is worried that these associates are not open to speaking with her. Camilla's workplace may have a(n) ______ barrier to communication. -physical -language -perceptual -organizational
organizational -Organizational barriers occur when a company has built-in interference to communication; for example, unspoken rules about who is allowed to communicate. Communication barriers are any interference that causes the message you send to be different from the message your audience understands.
Annabelle is working on a cover letter to include with her job application for a position at Google. She knows that jobs at Google are incredibly competitive, so she needs to put her best foot forward. In her closing paragraph, she writes: "Google is such an incredible company, and I am hoping to one day be hired by them so that I can help contribute to their mission 'to organize the world's information and make it universally accessible and useful.'" This sentence can be improved because it includes __________. -dynamic delivery -active voice -passive voice -age bias
passive voice -The passive voice is sentence construction in which the subject does not do the action expressed by the verb; rather, the subject is acted upon (e.g., The taxes were done by our accountant.). The passive voice tends to be less effective for business communication than the active voice.
Yunyun is running for a seat on the local school board. She has two children in the school district and is concerned about the lack of arts classes and programming available. She has had some private conversations with other parents and learned that some believe that adding more arts programs will mean that the school has to cut classes in other subjects. Yunyun doesn't believe that other classes should be cut, but she worries that when she speaks about increasing access to the arts, other parents will become hostile to the idea. Yunyun should prepare for potential _________ barriers to communication. -organizational -perceptual -body language -physical
perceptual -Perceptual barriers occur when your audience's perception of your agenda is out of sync with your perception of the agenda. Communication barriers are any interference that causes the message you send to be different from the message your audience understands.
leonardo is hosting a meeting where he and his coworkers can practice their public speaking skills. He has reserved a meeting room at work during their typical lunch period, and when the meeting begins, he learns that another coworker has reserved the meeting room next to his to watch the World Cup with some other coworkers. The wall between the rooms is thin enough that Leonardo and his public speaking colleagues can hear the loud cheering and laughing from the other room throughout the duration of their own meeting, which is incredibly distracting. This kind of poor setup is an example of a(n) ________ barrier to communication. -organizational -perceptual -physical -language
physical -Physical barriers to communication can range from a document that looks like a wall of type to a room that's freezing cold, to chairs in your office that force your visitors to sit at a lower level than you. Communication barriers are any interference that causes the message you send to be different from the message your audience understands.
Catriona is scheduled to facilitate a new-employee training session. This is the first time the company has held an official training session like this, and Catriona is nervous that she won't have all of the information that new hires might be interested in. To prepare, Catriona has compiled a list of potential things they might ask about, along with plans on how to respond. Catriona is preparing the _________ part of her presentation. -dynamic delivery -visual aid -question -body
question Your audience may have questions about your presentation—the best way to prepare is to anticipate what those questions will be and practice your answers to those questions.
(5-6)All of the following are effective ways of dealing with a hostile questioner except _______. -agree to disagree with the questioner -pause to gather your thoughts before responding -use body language to reinforce that you are done interacting with the questioner -reestablish eye contact with the questioner after you respond
reestablish eye contact with the questioner after you respond -Do not reestablish eye contact with the questioner after you respond.
(5-5) If you expect a negative reaction to your message, you should _______. start with your justification and reasoning and then state your request conceal the request in the middle of the message put your request first and follow up with your justification and reasoning
start with your justification and reasoning and then state your request -If you expect a negative reaction to your message, you should start with your justification and reasoning and then state your request.
(5-4)It might be appropriate to use slang or jargon based on _______. the audience's nationality the audience's age the audience's profession the audience's education level
the audience's profession -It might be appropriate to use slang or jargon based on the audience's profession.
(5-4)If you do not know the gender of your audience, it is best to use _______. she/her they/them he/him
they/them -If you do not know the gender of your audience, it is best to use they/them.
(5-6)The ideal number of points in the body of your presentation is _______. -three -two -one -five
three -Three is the ideal number of points in the body of a presentation.
Bethany is a customer service agent at an insurance company. During her most recent performance review, her manager mentioned that she sometimes comes across as angry or bored during customer calls because she does not regulate the intensity of her voice: sometimes she is too intense, which can translate to anger, and other times she is not energetic, which can translate to boredom. Bethany's manager requested that she practice her __________ to improve her communication skills. -eye contact -gestures and posture -tone of voice -facial expressions
tone of voice -Variation of your tone of voice is a key to effective communication, since paying attention to a monotone voice takes more concentration than most people are willing to muster.
(5-6)Research shows that the audience will best retain the information you present if you ________. use visual and oral elements in your presentation begin the presentation with an interesting statistic use humor throughout the presentation answer questions throughout the presentation
use visual and oral elements in your presentation -Studies show that people have a much higher rate of retention three days after a presentation if both visual and oral elements are used.
(5-9)One of Antonio's first priorities as the new VP of sales is to introduce himself to the team. Given that his team works both in-house and remotely, he must carefully consider which communication channel he chooses for this introductory meeting. Antonio needs to communicate not only his background and experience, but also his goals and expectations for sales teams. He expects some team members to ask questions. The best communication channel for Antonio to use given these factors is _____. -a memo -an email -a face-to-face meeting -videoconferencing
videoconferencing idk why it was videoconferencing. I hate this question
