Ch. 4, Ch. 3, Ch. 2, TB5, Ch. 1
to remind the employees of the company's customer focus
A catering company has a weekly meeting. Every week, the meeting starts with a story about how the caterer's food helped make an occasion special for the people who were there. What is the most likely reason for this tradition?
you are committed to understanding other peoples' versions of interpersonal interactions.
A learning stance implies that
False
A manager who wants to hire an effective leader should focus on applicants who are extroverts.
False
A person of integrity will have one set of values for his or her personal life and another set of values for his or her work life.
False
A person's motivational value system is a blend of the three primary motives of nurturing, dominating, and autonomizing.
funnel
A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions.
distribute an agenda ahead of the meeting so people know what to expect
Abdul is frustrated because his team members come unprepared for meetings. What is the first thing he should do to try to improve the situation?
C. It increases profitability.
According to recent studies, what impact does having highly engaged employees have on a company?
It did not choose an appropriate purpose for each round of revision.
After Karla's team completed the first draft of its group document, the team asked her to edit it carefully for grammar, punctuation, and spelling. At the next meeting, the group decided one section of the document was not relevant and deleted it. Karla was upset about her wasted work. What did the team do wrong?
A. Team A, whose members are highly efficient and easy to motivate
Aleta is the general manager of large landscaping company. She wants to give one of her landscaping teams a "Stars of the Year" award. Which of the following teams should she choose for the award if she is looking for one that operates in a high-trust environment
A. a filter of lifetime experiences.
All outgoing messages are encoded and all incoming messages are decoded through
True
All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences.
True
An absence of conflict during conversations might imply that employees are not voicing their true perspectives.
True
An individual who demonstrates that he or she cares about the needs of others is more likely to be seen as having credibility than someone who is self-centered.
True
Ana, who wants to be a journalist, has lined up a summer internship working for her local newspaper. That kind of experience will help her develop competence.
E. setting specific work goals and achieving them
Angie's boss has told her that she needs to demonstrate more competence on the job. Which of the following actions will help her do so?
E. decoding
Ayesha says, "You're so generous!" in a sarcastic tone. Mario decides that Ayesha thinks he is cheap. What process has Mario just done?
Amy will send out reminders of the meetings and take attendance.
Barb's team has to write a report recommending three healthcare plans to offer the company's employees next year. At the planning meeting, each person is assigned responsibilities. Which of the following team members is not carrying a fair share of the group's work?
False
Because business problems are expensive and time-consuming to solve, experts recommend avoiding open discussion of serious issues.
C. It will create mistrust because the presentation did not offer the whole truth.
Brad is the chief financial officer of his company. At the annual meeting, he gives a presentation that contains only positive financial news even though the company had a lay-off in the previous year. What impact is Brad's presentation likely to have on the employees?
C. a reputation for adhering to high moral and ethical values.
Character refers to
True
Character-based traits are instrumental in establishing trust in the workplace
Claire is a green MVS; Raul is a red MVS.
Claire and Raul disagree about a proposal for the company to adopt flexible work schedules. Claire wants to make sure that they have thoroughly investigated other companies that have such schedules, while Raul wants to make the change happen before summer. What can you deduce about Claire and Raul?
probing
Customers have been complaining about the products produced by Derek's department. His team has checked all the equipment, but they cannot find the cause of the poor quality. What kind of questions would most help them with this issue?
61. Carlton finds that geography based structuring of his organization would have a positive effect on his insurancecompany and would increase its efficiency. He draws up a report for the board of directors in which he mentions thatseparate departments should be set up for each of the companys 10 sales territories. Which of the following statements ismost likely to increase the positivity of his proposition? A. Let me know if you want to work on changing the structure of the company. B. Using a geography based structure is not likely to ensure that the productivity of the company increases. C. The geographic structure is not likely to reduce the costs incurred by the company. D. I look forward to putting together a detailed plan to change the structure of the company to the one based ongeography. E. A geographic structure might have a positive effect on the company.
D
schedule a time when people can share their professional accomplishments
David has just been appointed leader of a new virtual team. He senses that the team members have doubts about each other's competence. What can he do to alleviate this situation?
False
Decoding is the process of converting meaning into messages composed of words and nonverbal signals.
A. Jordan, who shares all relevant information with stakeholders
Derek is the general manager of a gasket manufacturing company. He wants to give one of his employees an "Employee of the Year" award. Which of the following individuals should he choose if he is looking for an employee with a strong sense of ethics?
hearing everybody's story.
Difficult conversations can be handled successfully by
She is indicating that it is his turn to speak.
During a budget meeting, Eva concludes her part of the talk and points to her presentation partner. What does this gesture most likely mean in context?
False
During a conversation with his supervisor, Alec paraphrases something that he heard her say. This is an example of a judger statement.
find common ground.
During emotionally charged conversations, the participants should try to
False
During group writing projects, it is important not to waste time discussing roles and contributions.
A. caring
During performance evaluations, Jana is consistently praised for her ability to see how customers might view the services that her company offers. What does this characteristic of Jana's demonstrate?
True
Each person involved in interpersonal communication is both encoding and decoding meaning.
His coworkers will respect leaders for their competence, not their position.
Ed is going to work for a year in the Netherlands, which he has learned is even more egalitarian than the United States. What should he expect his new company to be like?
True
Effective communicators gain trust by connecting with others.
False
Effective teams spend about half their time bonding by talking about social activities.
False
Egalitarianism is the extent to which a community encourages and rewards innovation, high standards, and performance improvement.
B. hijacking
Emotional _____ refers to a situation in which emotions control our behavior causing us to react without thinking.
False
Employees often speak up when they observe potentially unethical behavior
D. rules of conduct or moral principles that guide individual or group behavior.
Ethics can be defined as
A. triggers
Events that cause strong emotional reactions are called _____.
False
Extensive research has shown that high-trust relationships lead to inferior, less efficient work outcomes.
pausing more often and allowing periods of silence that might feel uncomfortable.
Extroverts can work more effectively with introverts by
results
Focusing on _____ is most likely to help you communicate with a red MVS in a way that he or she prefers.
False
Following the rules of etiquette in other cultures makes a person seem indecisive and insincere.
True
Frank wants to create a more transparent workplace. He can do so by letting his employees know he is available to talk and reporting the steps he has taken to address their concerns.
B. character
Greg is the purchasing manager at a jeans-manufacturing company. He knows he could save his company money by using cheaper, thinner cotton, but he says, "Our customers count on us to provide a durable product. I do not want to let them down." What quality does this demonstrate?
False
Hearing problems, illness, and memory loss are examples of semantic noise in the communication process.
Lin, who has four years of experience as an educator
Hector and his team work for an educational publisher. The team has to write a report comparing the textbooks of three competitors. Who would be the best person to analyze the books' methods of teaching?
George, who has five years of experience as an editor
Hector and his team work for an educational publisher. The team has to write a report comparing the textbooks of three competitors. Who would be the best person to polish the final version of their report so it has a consistent voice?
True
High self-awareness includes the ability to manage events that stir strong responses
B. It improves communication because people feel less resistance to ideas.
How does having a high level of trust impact communication?
D. It worsens communication because people question each other's motives.
How does having a low level of trust impact communication?
False
In a conversation with a co-worker, Kosuke agrees with everything the other person says. Kosuke is successfully practicing the skill of holding judgment.
summarizing
In a meeting with a supplier, Janice listens to his sales pitch and then says, "So the two main advantages of this product are that it will save us money and it is better for the environment. Is that correct?" What active listening skill has Janice used?
False
In team meetings, Nancy often describes what she needs to succeed on the project. Nancy's statements help the team develop solutions that achieve mutual benefit.
egalitarian
In the Durable Manufacturing Company, the president, Alicia Hernandez, makes no more than five times what the lowest-paid worker earns. Alicia is often seen eating in the workers' lunchroom because she likes to hear opinions about how the work is going. Which term best describes the culture at the Durable Manufacturing Company?
False
In the current business environment, virtual teams rely primarily on phone calls, teleconferences, and email to communicate with one another.
True
In the interpersonal communication process, communicators encode and send messages at the same time that they also receive and decode messages.
False
In the phrase stakeholder view, the word stakeholder refers to someone who owns a share of the business.
A. businesses are often thought to operate against the public's best interests.
In the post-trust era
False
In the post-trust era, most employees have faith in their leaders and colleagues.
D. It encourages people to demonstrate accountability.
In what way does caring help establish credibility in the business world?
discussing the transition to new ownership
In which of the following situations is a company most likely to need a series of problem-solving meetings that have no preset agenda?
True
It is the duty of government employees to act visibly, predictably, and understandably when dealing with the public
using video during the meetings
Jamila is concerned that her virtual teammates are misinterpreting each other's statements because they cannot see facial expressions and gestures. Which of the following possible solutions should Jamila suggest to her team leader?
The team did not have a system to handle version control.
Janet's team is working on a group document, which they store in an FTP system on the company server. On Friday, Claire and Malik download the document at the same time, and each makes edits. Malik uploads his document first. When Claire uploads her copy of the document, she erases all of Malik's work. What went wrong?
D. Jenny, who helps her employees develop the skills that will allow them to advance
Javier is an editorial manager at a publishing company. He wants to give one of his supervisors an "Employee of the Year" award. Which of the following supervisors should he choose if he is looking for an employee with a strong sense of caring?
B. self-management
Jeanne pays close attention to her emotions at work and takes a quick break whenever she thinks her frustration level might cause her to lash out at a co-worker. What quality does this behavior demonstrate?
C. high relationship management
Juan tries to build rapport with the people on his project by checking in with them each day to see if they have any questions or concerns. What aspect of emotional intelligence does this behavior demonstrate?
True
Julio pursues business opportunities aggressively because he believes that doing nothing can be very costly. Julio demonstrates a focus on action
D. accountability.
Kei produces results. He is scrupulously honest. He checks to see that his teammates have what they need. He always talks about his team's accomplishments, not his own. However, he fails to consider the impact of his company's actions on the public. Kei needs to improve in developing a sense of
a rapid sideways movement of the eyes
Kim is a salesperson who has learned to gauge her customers' interest from their eyes. Which of the following is most likely to indicate that her customer is carefully considering her product?
right away
Lana's team has been given a group writing assignment. The deadline is two months away. When should the group start working on the project?
False
Leading questions are generally open-ended.
TRUE
Learning the languages of other cultures can help you appreciate the richness of those cultures.
A. physical
Loud music coming from the next room or distorted formatting in an email message are examples of _____ noise.
C. empower each team member to set personal goals for his or her career
Marta is a middle manager at a company. Which of the following actions would help Marta build a sense of community among her team members?
C. Team C, whose members rarely give each other the benefit of the doubt
Matt is the general manager of a construction company. He wants to give one of his teams a "Stars of the Year" award by looking for one that operates in a high-trust environment. Which of the following teams will Matt eliminate from consideration first?
A. meaning
Melissa intends to say something to the new employee that will make him feel welcome as a member of the team. The thought that Melissa intends to communicate is known as _____.
encourage each person to share his or her opinion
Moira has a standard way of running meetings that she has used for a long time. Her meetings tend to be efficient but dry, and people have difficulty feeling engaged. Which of the following techniques should Moira use to solve that problem?
True
Nonverbal messages, such as posture, are most important when they convey a different emotion than the spoken message.
ground rules.
Oscar starts his meetings by describing the procedures he wants people to follow while taking part in the discussion and explaining what topics must be kept confidential. By doing this, Oscar is providing
True
People who cheat in school are more likely to cheat in the workplace.
True
People who have low self-management should practice self-talk to improve.
False
People with high self-management react defensively with a me-first attitude when threats are perceived
B. accountability.
Performing at the highest standards, not just for oneself, but for the team, for the supervisor, for the consumer, and for the company's shareholders, indicates a sense of
D. communicating respectfully
Phil is a designer for a shoe manufacturer. When presenting his latest design to the management team, he made the statement, "We wanted to create a sporty shoe for old geezers who need lots of arch support." What aspect of FAIR communication does his statement fail to meet?
checking the proofs of sales brochures for accuracy before they are printed
Phil needs to assign his team members the following tasks. One of the team members, Mary, is an introvert. Which task is most appropriate for Mary?
False
Physical noise refers to interference due to attitudes, ideas, and emotions experienced during an interpersonal interaction.
False
Probing questions are intended to create bonds between people
True
Recent business-school graduates rank listening skills among the most important communication skills.
A. Julio, who always discloses his sources of information
Rita is the general manager of a software company. She wants to give one of her employees an "Employee of the Year" award. Which of the following individuals should she choose if she is looking for an employee who communicates fairly in business?
False
Sharing your own ideas with your colleagues undermines the active listening process.
True
Someone who has an enlarged vision of those affected by his or her business activities has a sense of accountability.
rapport-building
Sylvie starts her weekly department meetings by asking questions such as, "How was your vacation?" "Did anyone see the football game last night?" and "Who wants to go to lunch after we finish here?" What type of questions are these?
They will perceive the team decisions as important.
Team leader Sean always follows through after meetings by asking all the participants how they are doing with their assigned action items. What effect is this likely to have on the other team members?
C. Maria, who develops effective action plans to achieve team goals
Tess is the general manager of Choc-a-block, an international sweet manufacturing company. She wants to give one of her managers an "Employee of the Year" award. Which of the following managers should she choose if she is looking for the employee with the highest level of competence?
C. Helena, who earned a journalism degree and interned at a local newspaper for two summers
The Daily News just hired five young reporters. Which new employee has the most competence?
E. The company keeps profits high by eliminating pollution controls.
The Durable Business Machine Company has been around for almost a century and generally has a good reputation for accountability. Which of the following actions might harm its reputation for taking a stakeholder view?
False
The FAIR test fails to help a person evaluate whether he or she is hiding information in business communications.
sight-reading
The act of anticipating intentions and moods through the perceptive examination of nonverbal cues is known as _____.
C. personal values align with the corporate values where they work.
The most successful people are those whose
False
The president of Acme Company often states in her written and oral communications that she is answerable to the people who use the company's products. By repeating this so frequently, she most likely causes people to mistrust her.
False
Today, most organizational cultures are moving to hierarchical and closed communication structures
treating others without courtesy
Tom always drops hand-written reports on his administrative assistant's desk and says, "Type this right away." What type of incivility is Tom committing?
False
Trying to maintain transparency usually complicates situations where the law and ethical principles do not provide a clear answer
False
Venting negative feelings is one of the most effective strategies for de-escalating anger.
B. a series of major business scandals
What brought about the state of affairs known as the post-trust era
not enough time to build relationships
What do professionals identify as the number one challenge of working in virtual teams?
People are not good at masking their feelings, but most people are inconsistent in their ability to decode nonverbal signals.
What does research consistently demonstrate about nonverbal communication?
B. Factual
What does the "F" in the FAIR test of ethical business communication stand for?
C. Impact on stakeholders
What does the "I" in the FAIR test of ethical business communication stand for?
recognizing their feelings as legitimate
What does validating someone entail?
The company is more likely to increase its market share.
What impact does 2-D diversity have on a company?
They find it easier to build rapport.
What impact does it have on long-term virtual teams when they meet in person?
asking yourself essential questions about purpose, strategy, scheduling, and coordination
What is a recommended method of planning thoroughly for meetings?
a social media space where virtual team members can interact spontaneously
What is a virtual watercooler?
Probing questions seek to uncover root causes, while solution-oriented questions focus on what should be done.
What is the main difference between probing questions and solution-oriented questions?
C. Ask questions that challenge the rationalization of the behavior.
What is the recommended thing to do if you observe unethical behavior in the workplace?
E. Honesty encourages competition on merit.
What is the relationship between honesty and competition?
summarize what was accomplished
What should the leader do just before closing a meeting?
D. all companies that are publicly traded
What type of company is required to have a code of ethics available to all employees?
E. She successfully masked her true motivations.
When Gerda examined her most recent memo, she reached the following conclusions. Which of them indicates an area where she failed to pass the FAIR test?
paying attention
When Jamie listens to a customer, she maintains eye contact, nods when appropriate, and ignores her phone when it gives an incoming message alert. Which active listening skill is she using?
synchronizing body language to show empathy
When Leo had to tell Tania that her project had lost its funding, he found himself adopting a slumped posture that was similar to hers. What was Leo doing?
whether the main ideas are strong and clear
When editing a group document, what should be the first thing the team works on?
B. emotionally.
When employees are engaged, that means they are connected to their work
False
When one is treated poorly, responding aggressively potentially de-escalates a difficult situation and shows one's character and caring.
be proactively engaged
Which action is most likely to help build trust in a virtual team?
holding judgment
Which active listening skill involves demonstrating a learner mindset rather than a judger mindset?
lack of time
Which barrier to effective listening involves neglecting listening because of pressing deadlines?
green MVS
Which motivational value system is most often guided by concerns that business activities have been thought out carefully and the right processes are put into place to accomplish things?
A. holding regular meetings to ask about employee concerns
Which of the following actions will help a manager establish a sense of caring?
E. putting in extra time to meet the company's goals
Which of the following behaviors indicates engagement by employees
High priority on performance orientation
Which of the following business trends is valued across the world?
D. using the pronouns "your" and "our" to discuss goals and needs
Which of the following communication techniques show that someone has a team orientation?
A. empathy
Which of the following domains of emotional intelligence is the "ability to accurately pick up on emotions in other people and understand what is really going on with them"?
D. Tom focuses on results more than he does on developing employee skills.
Which of the following indicates that Tom, the sales manager of Blue Inc., lacks a sense of caring?
C. self-management
Which of the following involves the discipline to hold off on current urges to meet long-term intentions?
self-management
Which of the following is a domain of emotional intelligence?
Disagree graciously.
Which of the following is a guiding principle on improving civility in society and the workplace?
to save money
Which of the following is a reason that organizations use virtual teams?
D. Build up the courage to have a difficult conversation.
Which of the following is a strategy to improve relationship management?
C. Examine strategies for overcoming impulses that compete with achieving your long-range goals.
Which of the following is a strategy to improve self-management?
members with a variety of ethnic backgrounds
Which of the following is a trait that contributes to the inherent diversity of a team?
calling female co-workers "honey" or "baby"
Which of the following is an example of disrespecting the dignity and worth of others?
D. Jenna's boss does not take her complaint seriously because he thinks teenagers always exaggerate.
Which of the following is an example of psychological noise?
Trung asks the other person to explain a point more completely.
Which of the following is an example of the active listening skill of clarifying?
B. One directs conversations to topics that focus on the needs of others and self.
Which of the following is an impact of high empathy on interpersonal communication?
A. One controls emotional impulses that are not aligned with work and relationship goals.
Which of the following is an impact of high self-management on interpersonal communication?
D. One frequently vents frustrations without a constructive work purpose.
Which of the following is an impact of low self-management on interpersonal communication?
A. a willingness to cooperate
Which of the following is characteristic of people in high-trust relationships?
B. They seize any opportunity to talk about their own past accomplishments.
Which of the following is most likely to be true of those people who have low empathy?
A. employees who consistently fail to deliver on promises
Which of the following is most likely to damage trust in a workplace?
I really want to understand what went wrong and find a solution we both can accept.
Which of the following is the best opening for a difficult conversation?
E. self-awareness
Which of the following is the process of accurately understanding one's own emotions as they occur and how they affect one's behavior and thought?
ensuring fair discussion of each agenda item in a meeting
Which of the following is the role of a facilitator?
A. It is central in establishing trust.
Which of the following is true of character?
B. It is often evaluated by one's track record of achievements.
Which of the following is true of competence
D. Corporate values are most effective when aligned with personal values.
Which of the following is true of corporate values?
D. They communicate poorly and inefficiently.
Which of the following is true of people in low-trust relationships?
I-statements
Which of the following makes comments sound more conciliatory and less accusing?
taking minutes in real time
Which of the following practices helps to increase buy-in from virtual meeting participants?
flexible
Which of the following qualities is characteristic of people who are hubs?
thoughtful
Which of the following qualities is more characteristic of introverts?
a loud party with a large group
Which of the following situations would an extrovert prefer?
E. They are commonly held principles in the business community for acceptable behavior.
Which of the following statements about business ethics is true?
"Let's make sure everyone feels included in the decision-making."
Which of the following statements best expresses a typical concern of someone with a blue MVS?
Aren't you interested in trying new techniques?
Which of the following statements is a judger statement rather than a learner statement?
I feel that I was not given a chance to explain my actions.
Which of the following statements is an example of disagreeing diplomatically?
C. interpersonal communication process
Which of the following terms best describes the process of sending and receiving verbal and nonverbal messages between two or more people?
10:00 a.m. Tuesday
Which of the following would be the most productive time to schedule a meeting?
E. a period in which people have lost the trust they once had in the business community
Which phrase explains what the post-trust era is?
storming
Which stage of team development do virtual teams sometimes skip?
B. It helps reduce the fear that unethical or dishonest practices are being conducted in secret.
Why has transparency become so important in the post-trust era?
Incivility
_____ is "rudeness and disregard for others in a manner that violates norms for respect."
B. Encoding
_____ is the process of converting meaning into messages composed of words and nonverbal signals.
C. Semantic
_____ noise occurs when communicators apply different meanings to the same words or phrases
22. Which of the following is typically included in the drafting stage of writing an effective business message? A. Setting a positive and other-oriented tone B. Working on the feedback C. Sending the message for proofread D. Identifying the primary message and key points E. Ensuring the communication is fair
a
24. An excellent business writer is most likely to: A. spend a significant amount of time in planning. B. maintain a message-centered approach. C. spend more time in creating the draft rather than in planning. D. skip reviewing his/her work. E. avoid an other-oriented tone.
a
31. In the context of the AIM planning process, which of the following tends to be the single most important planning stepfor many messages? A. Identifying reader benefits and constraints B. Making the message easy to navigate C. Estimating your credibility D. Setting up the message framework E. Ensuring the communication is fair
a
53. Which of the following is most likely to contribute toward lowering a persons credibility? A. Slanting facts B. Using strong analogies C. Taking up projects of higher responsibility D. Refusing to exaggerate facts E. Using other-oriented approach
a
55. Which of the following terms best represents the overall evaluation a reader of a message perceives the writer to have toward the reader and the message content? A. Tone B. Framework C. Structure D. Layout E. Outline
a
59. In order to make business messages more positive business writers should focus on actions they can accomplish, and demonstrate a realistic optimism. However they should be careful: A. not to set unrealistic expectations. B. to avoid diplomatic terms. C. not to use strong analogies. D. to avoid supported generalizations. E. not to send meta messages
a
62. In content and form, a business message should typically: A. avoid any form of self-centeredness. B. exaggerate facts. C. avoid using diplomatic terms. D. avoid using strong analogies. E. slant facts skillfully.
a
64. Excessive use of the I-voice in a business message: A. fails to indicate that the writer cares about the interest of the audience. B. increases the positivity of the message. C. ensures that the message is credible .D. emphasizes that the writer understands the concerns of the reader .E. increases the effectiveness of the message.
a
2. At Glaciers Inc., the management wanted to introduce a new medical insurance program for its employees. Theyappointed Laura to analyze the pros and cons of introducing the insurance program. Laura conducts a thorough researchand prepares a report based on her findings. She states her view in the primary message. Then she lays down theevidence supporting her argument and finally concludes with her suggestions. The message framework used in this caseis based on the _____ approach .A. circumstantial B. direct C. circular D. inductive E. concurrent
b
23. Which of the following is typically included in the reviewing stage of writing an effective business message? A. Setting a positive and other-oriented tone B. Ensuring that the communication is fair C. Finding the needs of the audience D. Identifying the primary message and key points E. Making the message easy to navigate
b
26. Which of the following is one of the three-components of the AIM planning process for developing influential messages? A. Message-centered approach B. Audience analysis C. Cost-benefit analysis D. Evaluation of the semantic noise E. Analysis of the communication medium
b
30. _____ involve ranking or assigning importance to things, such as projects, goals, and tasks. A. Archetypes B. Priorities C. Values D. Prototypes E. Prejudices
b
35. In the course of creating an effective business message, excellent business thinkers are most likely to: A. gather information from one strong source rather than from a variety of sources. B. make well-reasoned conclusions and solutions. C. avoid wasting time in planning and begin drafting business ideas right away. D. encourage one-way linear thinking and be rigid in their approach to business problems. E. avoid the other-oriented tone.
b
40. Analyzing the business problem typically involves: A. making assumptions about audience constraints. B. deducing conclusions from facts. C. ignoring audience priorities. D. exaggerating the problem. E. being flexible and not taking positions.
b
41. For the past couple of months, many employees working at Exterior Inc. have been quitting their jobs. Jason from thehuman resources department is given the responsibility of analyzing the reasons behind this problem. After conducting athorough research, Jason finds that the employees were not happy with their salary and hence had no motivation to work.While preparing the report based on his findings, Jason states his view in the primary message. Then he lays down theevidence supporting his argument and finally concludes with suggestions for solving the problem at hand. In this case,which of the following approaches is used for setting up the message framework? A. Indirect approach B. Deductive approach C. Circular approach D. Inductive approach E. Concurrent approach
b
45. The difference between the deductive approach and the inductive approach is that: A. the importance of arranging supporting ideas to accentuate the main idea is lesser in the case of the inductive approach. B. in the inductive approach the supporting reasons are placed before the primary message. C. the deductive approach is more indirect. D. the deductive approach is not based on facts but on assumptions. E. in the deductive approach the business argument concludes with the primary message.
b
51. Which of the following suggestions should be followed to develop a well-reasoned business position? A. Use either/or logic .B. Avoid weak analogies. C. Exaggerate the facts when needed. D. Slant the facts. E. Avoid spending time on planning.
b
54. Derik has been given the responsibility of analyzing how counseling programs can help in checking problem behavioramong employees in his company. After much research, he discovers that counseling has several benefits. Employeesexhibiting problem behavior often respond positively to counseling. They are likely to be more motivated and meetperformance standards after the counseling sessions with their supervisor. Considering this information, identify thestatement that clearly illustrates exaggeration of claims. A. Employees exhibiting problem behavior are most likely to respond positively to counseling. B. Counseling always improves the performance standards of employees exhibiting problem behavior. C. Counseling can contribute toward increasing the motivation levels of employees exhibiting problem behavior. D. The issue of problem behavior among employees can be solved through counseling. E. Counseling is one of the ways of increasing the motivation levels of employees exhibiting problem behavior.
b
56. Which of the following should ideally be one of the goals of a business communicator? A. To make exaggerated claims in the message B. To express the message in ways that inspires others C. To slant facts to gain as much benefit as possible D. To focus on the negative aspects of the message E. To avoid the use of other-oriented approach
b
60. In the context of writing business messages, which of the following is true? A. Displaying a can-do attitude reduces the credibility of business messages. B. Emphasizing what products and services are rather than what they are not contributes toward increasing positivity ofbusiness messages .C. Avoiding diplomatic terms related to your relationships and interactions contribute toward increasing positivity ofbusiness messages. D. The practice of slanting increases the credibility of a business message.E. Avoiding constructive terms related to your relationships and interactions contribute toward increasing positivity ofbusiness messages.
b
67. Meta message is best defined as: A. the gist of the primary message that the subject line of a topic communicates. B. the overall but often underlying message people take away from a communication. C. the message that is unofficial and travels through the grapevine. D. the message communicated using an asynchronous mode of communication .E. the direct message in which the autonomous voice of the speaker is most prominent.
b
27. Which of the following is the first step in the AIM planning process for developing influential messages? A. Idea development B. Message structuring C. Audience analysis D. Message review E. Proofreading
c
28. Vanessa has been assigned the task of creating an effective business message aimed at improving the productivity of the employees in her company. In the process of creating the business message, she studies the background of the employees, their needs, and priorities. To which of the following steps of the planning process for developing influential messages does Vanessas action typically belong? A. Idea development B. Message structuring C. Audience analysis D. Message review E. Providing feedback
c
29. Enduring beliefs and ideals that individuals hold are referred to as: A. archetypes. B. biases. C. values. D. prototypes .E. prejudices.
c
33. In the context of the planning process for effective business messages, priorities of the targeted audience typically: A. should not be considered as they tend to fluctuate. B. tend to shift less often than values. C. involve assigning importance to things, such as projects, goals, and tasks. D. refer to enduring beliefs and ideals that individuals hold. E. remain constant for each individual.
c
39. Which of the following best defines facts? A. Facts are statements that are subjective in nature. B. Facts are statements that are based on assumptions. C. Facts are statements that can be relied on with a fair amount of certainty. D. Facts are statements that are fictitious in nature. E. Facts are ambiguous in nature.
c
43. Most business arguments employ a deductive approach. When employing this approach you are most likely to: A. avoid stating your position regarding any business issue. B. provide supporting reasons first followed by the primary message. C. begin by stating the primary message, which is typically a recommendation. D. avoid including a call of action in your message. E. start by stating the supporting reasons followed by your position.
c
46. Graham is preparing a report on the reasons behind the failure of one of his companys products. While preparing hisreport, he places the supporting reasons before the primary message. The message framework used in this case is basedon the _____ approach. A. direct B. deductive C. inductive D. matter-of-fact E. concurrent
c
47. Stanley is the marketing manager at PLM. In his market survey, he finds that customers are not happy with theirproduct because of their inefficient customer care service. While preparing his report, he places the supporting reasonsbefore the primary message. The message framework used in this case is based on the _____ approach. A. direct B. deductive C. inductive D. matter-of-fact E. concurrent
c
48. Jason, a manager at GBN, has to prepare a report about the advantages of introducing a counseling program foremployees in his company. In his report, he states that introducing a counseling program would reduce the voluntaryturnover of employees as the employees would be happier with their pay packages. This report failed to effectively deliverthe message that Jason had intended. Which of the following is most likely to be the reason behind this failure? A. Lack of slanting B. Lack of exaggeration C. Use of unsupported generalizations D. Use of strong analogies E. Use of other-oriented voice
c
57. In all business messages, communicators should ideally aim at: A. effectively using either/or arguments. B. slanting facts to their benefit. C. projecting positivity. D. appropriately exaggerating facts. E. avoiding the other-oriented approach.
c
63. A business message that primarily relies on the _____ shows that the message is self-centered. A. you-voice B. we-voice C. I-voice D. impersonal voice E. other-oriented voice
c
66. Which of the following is most likely to show that the writer of a business message has concern for the audience? A. Relying heavily on the I-voice B. Presenting exaggerated facts to the audience C. Respecting the autonomy of the reader D. Presenting slanted facts to the audience E. Avoiding the other-oriented attitude
c
68. Sending mixed signals is most likely to: A. result in positive meta messages. B. increase the flexibility of encoding. C. give rise to confusion .D. reduce the conflict between the content of a message and its tone. E. increase the credibility of a message.
c
34. To break out of the reputation of an inexperienced newcomer one should: A. avoid taking higher-responsibility projects. B. ensure that he/she is creative and different in terms of the way he/she communicates and not fit into the ways of theworkplace .C. avoid creating a professional blog. D. attend a lot of meetings to get to know as many colleagues as possible .E. avoid the use of the I-voice in his/her business messages.
d
37. Which of the following is typically true of excellent business thinkers? A. They gather information from one strong source rather than from a variety of sources. B. They encourage one-way linear thinking and are rigid in their approach to business problems. C. They avoid wasting time in planning and begin drafting business ideas right away. D. They are skilled at communicating with others to figure out and solve complex problems. E. They avoid using the other-oriented tone.
d
38. In the context of dealing with business problems, which of the following should ideally be the first step? A. Analyzing the business problem B. Clarifying business objectives C. Formulating an alternative business plan D. Identifying the business problem E. Acquiring data about the business problem
d
49. Geoffrey, a HR manager at BGH analyzes the problem of increasing employee turnover and comes to the conclusionthat upgrading the employee benefit programs would help control the situation at hand. While preparing his report,Geoffrey states that upgrading of the companys employee benefit program would reduce the employee turnover as thiswas the same strategy that their rival company had used to solve their employee turnover problem. However Geoffreysmessage failed to convince the authorities. Which of the following is most likely to be the reason behind this failure? A. Lack of slanting B. Lack of exaggeration C. Lack of the me-first attitude D. Use of weak analogies E. Use of other-oriented voice
d
50. To build well-reasoned business positions, one should: A. use either/or logic. B. avoid spending time on planning. C. exaggerate the facts when needed. D. avoid unsupported generalizations. E. slant the facts.
d
58. Which of the following techniques is most likely to make business messages more positive? A. Exaggerating facts B. Setting unrealistic expectations C. Avoiding diplomatic words D. Using constructive terms E. Focusing on the negative traits of products and services
d
65. The use of we-voice in a business message: A. fails to reflect the interests of the audience. B. decreases the positivity of the message. C. decreases the credibility of the message. D. emphasizes the writers shared interests with the reader. E. decreases the effectiveness of the message.
d
21. Which of the following is typically included in the planning stage of writing an effective business message? A. Setting a positive and other-oriented tone B. Making the message easy to read C. Making the message easy to navigate D. Ensuring that the communication is fair E. Identifying the primary message and key points
e
25. Which of the following is true about excellent business writers? A. They avoid using an other-oriented tone. B. They avoid wasting time in planning and begin drafting right away. C. They spend more time in creating the draft rather than in planning. D. They do not waste time in reviewing their work. E. They maintain a listener-centered approach.
e
32. George, the marketing manager at Regal, believes that an employee should always act ethically and should alsoreport instances of unethical behavior that he encounters. This belief held by George is an example of a(n): A. archetype. B. bias. C. prejudice. D. prototype. E. value.
e
36. Which of the following is most likely to be a characteristic of excellent business thinkers? A. They avoid using the other-oriented tone. B. They encourage one-way linear thinking and are rigid in their approach to business problems. C. They avoid wasting time in planning and begin drafting business ideas right away. D. They avoid wasting time in reviewing the business messages they create. E. They gather information from a variety of sources.
e
44. Which of the following approaches to writing a business argument allows one to provide the supporting reasons firstbefore the primary message? A. Concurrent approach B. Direct approach C. Deductive approach D. Matter-of-fact approach E. Inductive approach
e
52. Which of the following should be avoided to build a well-reasoned business position? A. Supporting generalizations with facts B. Using strong analogies C. Determining audience benefits and constraints D. Using other-oriented approach E. Exaggerating claims
e
1. The various stages involved in the creation of effective business messages never overlap one another.
false
10. When delivering bad news, one must adopt a deductive approach.
false
11. Weak analogies serve to bolster ones arguments.
false
12. Use either/or logic to strengthen business positions.
false
15. Emphasizing on what products are not rather than focusing on what they are is likely to increase the positivity of abusiness message.
false
20. Sending mixed signals results in positive meta messages.
false
4. Values of readers are likely to shift more often than their priorities.
false
5. Entry-level professionals tend to have very high professional credibility.
false
9. Most business arguments employ an indirect approach.
false
13. Exaggeration adversely impacts readers perception of the credibility of a business message.
true
14. Readers judge a business message partially by its tone.
true
16. While writing business messages, one should find ways to avoid terms that unnecessarily focus on differences.
true
17. In content and form, a business message should show that you have the interests of your audience in mind.
true
18. Typically, readers sense tone over an entire message.
true
19. Meta messages are encoded and decoded as a combination of content, tone, and other signals.
true
2. Expert business writers not only produce more effective written communications, but they also do so more quickly than average writers.
true
3. The most important stage of creating effective business messages is planning.
true
6. Excellent business thinkers are most likely to gather information from a variety of sources.
true
7. Positions are stances that you take based on a set of conclusions.
true
8. The art of creating effective frames involves capturing your primary message in a short, memorable statement of 15words or less.
true
True
Because virtual teams have a more difficult time building relationships than traditional teams, experts recommend starting each virtual meeting with social chat.
individualism
Brad chooses to enter relationships only with people who share his interests in sports and work. Whenever he finds himself having less in common with a friend, he leaves the relationship. What cultural dimension does Brad display?
True
Business managers who are high in cultural intelligence recognize that developing effective co-cultures requires creating something new.
True
Chocolates, dessert items, and fine wine are good gifts to give a business colleague in Russia.
True
Cultures that exhibit extremely high collectivism within organizations tend to have a family-centered culture.
encourage workers to improve at their jobs.
Cultures with high performance orientation generally
use inflexible and firm language.
Cultures with low future orientation
are relaxed about starting things on time.
Cultures with low performance orientation societies generally
Be patient because the teams are in the storming stage. Give them time to reach the norming and performing stages.
Erik is a manager who organizes his department into teams at the beginning of September. By December, he worries because the teams are still having conflict and do not seem very productive. What would be the best advice to give Erik?
your own culture is superior to others.
Ethnocentrism is the belief that
False
In best-case scenarios, work teams usually take six to seven weeks to achieve maximum performance.
False
When developing an agenda to address high-priority items, items of least importance must be placed near the beginning of the agenda
TRUE
When producing group writing, it is important to ensure that the writing reflects the views of the group at every stage—gathering information, drafting initial findings, and editing the final document.
True
When team members experience conflict because they are trying to make sense of competing ideas about how the team should work, they are in the storming stage of team development
disassociation
Whenever he has to present a proposal to his managers, LeRoy is able to distance himself from his ideas and accept criticism without becoming defensive. What process enables LeRoy to do this?
The four group members work at their assigned tasks efficiently and work together as needed.
Which of the following best describes the performing stage of team development?
Gifts generally are not expected on first meeting, and buying someone a meal is a better option.
Which of the following correctly names a characteristic of Brazilian etiquette and customs?
First names are appropriate only after a relationship is well established.
Which of the following correctly names a characteristic of Russian etiquette and customs?
Meetings are scheduled far in advance, and time is viewed flexibly in both countries.
Which of the following correctly states a similarity between Russia and India?
Nick, Julie, Raul, and Ming take turns sharing their background with the others.
Which of the following describes a team in the forming stage of team development?
Meetings begin on time in China, while meeting times are relaxed in Brazil and often start 10 to 15 minutes late.
Which of the following highlights the difference between Chinese and Brazilian etiquette and customs?
appreciating visionary approaches to business problems
Which of the following is a feature of a culture with high future orientation?
People prefer tasks with sure outcomes and minimal risk.
Which of the following is a feature of cultures that are high in uncertainty avoidance?
teaching people to be sensitive to all forms of unfairness and unkindness
Which of the following is a feature of cultures with a high humane orientation?
Financial incentives are acceptable motivators.
Which of the following is a feature of cultures with high performance orientation?
Expressions of loyalty and sympathy are valued.
Which of the following is a feature of cultures with low performance orientation?
They stay in contact with and work through extended networks built on family and friends.
Which of the following is a trait of collectivists?
They communicate directly to efficiently deal with work tasks and outcomes.
Which of the following is a trait of individualists?
Deirdre assumes that other cultural groups have the same values as hers.
Which of the following is an example of projected cognitive similarity?
Leaders can be approached directly by subordinates.
Which of the following is characteristic of egalitarian cultures?
People tend to speak directly and without using vague expressions.
Which of the following is characteristic of highly assertive cultures?
They openly discuss the set of values, norms, and goals they share.
Which of the following is characteristic of members from high-performing teams?
They prioritize pleasure and self-enjoyment over kindness and generosity.
Which of the following is characteristic of people from cultures with low humane orientation?
Team members agree upon mutual goals and individual responsibilities.
Which of the following is characteristic of the norming stage of team development?
Its people tend to enjoy being in the moment and living spontaneously.
Which of the following is most likely to be true about a culture with low future orientation?
Co-culture is a combination of elements from different cultures.
Which of the following is true of a co-culture?
They spend most of their time discussing work-related issues.
Which of the following is true of high-performing teams?
Allow those with limited English ability enough time to process their thoughts into English.
Which of the following is useful advice on conducting business across cultures with those who have limited English ability?
People across cultures interpret behavior differently.
Which of the following must be kept in mind while building cross-cultural relationships?
Erin proceeds to implement a deal after a verbal agreement has been reached.
Which of the following people is most likely from a culture that is low in uncertainty avoidance?
They acknowledge that members of other cultures possess unique knowledge.
Which of the following statements about people with learner mind-sets is true?
Titles are typically used in the workplace unless directed otherwise.
Which of the following statements correctly names a characteristic of etiquette and customs in India?
National
_____ culture tends to be more permanent and enduring than other types of culture.
Association
_____ is the psychological bonding that occurs between people and their ideas.
Uncertainty avoidance
_____ refers to how cultures socialize members to feel in novel, surprising, or extraordinary situations.
Less-assertive cultures stress equality and use cooperative language.
How does a less-assertive culture differ from a highly assertive culture?
False
One significant advantage of virtual meetings is that team members can multitask during them.
False
Sally attends a meeting that focuses on brainstorming how to solve a particular problem. The agenda is fluid, and the team adjusts the time it spends on various tasks as needed. This is an example of a coordination meeting.
It is a low performance orientation society.
Angela spends a summer working in a hotel owned by some of her Italian relatives. She soon realizes that her job is secure even if she does not work very hard. When she makes mistakes, no one ever comments on them for fear of hurting her feelings. What is true of the culture in which she is working?
individualism
As prosperity and economic development rise, _____ increases as well.
False
For brevity, the minutes of a meeting should include only the main decisions that were reached.
collectivism
Fred has been sent to build a factory in a small village. His new employees speak often of the rewards the factory will bring to their community. It takes Fred a long time to form relationships because the social networks there are close knit. Which term best describes the primary trait of the culture he is dealing with?
False
Generally, as countries increase their standard of living, they develop more collectivist tendencies.
low humane orientation
Giles lives in a society where people are expected to solve their own problems. During business meetings, leaders do not waste time offering welcome or making social talk. Unfair treatment on the job is considered just the way life is. Which phrase best describes the type of culture Giles lives in?
approach cross-cultural work relationships with a learner mind-set.
High cultural intelligence is demonstrated by the ability to
True
High self-awareness is crucial for handling difficult conversations successfully.
True
High-performing teams go through repeated cycles of disassociation and association.
Individualists prefer direct communication, unlike collectivists.
How do individualists differ from collectivists?
orderliness and consistency are held to be important.
In cultures that are high in uncertainty avoidance
tasks involving calculated risks, problem solving, and experimentation are preferred.
In cultures that are low in uncertainty avoidance
companies and shareholders emphasize social responsibility.
In cultures with a high humane orientation
False
In emotionally charged, high-stakes conversations, forcefully stating your message at the beginning will often lead to productive outcomes.
leaders are approached through intermediaries.
In hierarchical cultures
men and women have equal influence in professional decision making.
In high gender egalitarianism cultures
True
In high gender egalitarianism cultures, men and women are encouraged to occupy the same professional roles and leadership positions.
False
In less-assertive cultures, people are uncomfortable with silence.
men and women are expected to occupy different roles in society.
In low gender egalitarianism cultures
False
In order to develop strong cross-cultural relationships, one must have an ethnocentric mind-set.
False
James has accepted an entry-level position at a company in South Korea, which has a hierarchical culture. James should expect to take part in his company's decision making right away.
Power is concentrated at the top of the organization.
Leo has been offered a job at the Standard Trust Investment Company, an old institution with a hierarchical culture. Which of the following should Leo expect to be true of the company?
False
Lorna assumes that her colleagues in Mexico will be just as motivated by an individual rewards program as people in the United States are. This is an example of the outgroup homogeneity effect.
False
Low-performance orientation societies prioritize measurable goals and objectives in meetings and communications.
False
Marta is a German woman who was just hired by a multinational company. It will be helpful for her to assume that her colleagues in Brazil will conceptualize time the same way she does
False
Meeting times are relaxed in China, and meetings often start 10 to 15 minutes late.
True
Melva perceives that Jonathan, the meeting facilitator, seems to favor one position over others. As a result, Melva may be reluctant to share her opinions.
high priority on future orientation.
Minh takes a job in Germany. On his first day, his manager tells him that he will be respected if he can motivate himself to succeed. Minh is encouraged to think about his future with the company and to discuss long-term strategies for achieving his goals. From this, Minh concludes that he is in a society with
storming
Nick, Julie, and Raul each share different ideas about how the team should approach work, and the team spends some time debating which ideas to adopt. What stage is the team at?
outgroup homogeneity effect
Olga thinks that all Americans are the same: hard-working, dishonest, and greedy. What is Olga displaying?
True
One of the unique challenges of working in virtual teams is the inability to gain information by reading nonverbal cues.
True
Organizations in present-oriented societies are less likely to develop clear long-term strategies and business plans.
False
Patti is going to work as a manager in the Netherlands, which has a high performance orientation. Patti should avoid giving her new employees feedback because it will make them uncomfortable.
prefer formality in the majority of interpersonal business interactions.
People from cultures that are high in uncertainty avoidance
False
People in low uncertainty avoidance cultures often stress orderliness and consistency, even if it means sacrificing experimentation and innovation.
TRUE
Popular culture plays an important role in the formation of negative stereotypes.
False
Projected cognitive similarity is the tendency to think members of other groups are all the same
False
Research has shown that teams that have less dissent during meetings reach higher-quality decisions.
norming
Teams rapidly develop shared perceptions and commitment during the _____ stage of team development.
False
The basic principles of team communication all depend on a strong speaking-centered approach.
the level of confrontation and directness that is considered appropriate and productive.
The cultural dimension of assertiveness deals with
False
The most important stage of group writing is the drafting stage