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Q:
Which of the following nonverbal communication cues can be altered in order to adopt the style of the people you want to impress?
A) Listening
B) Empathy
C) Personal appearance
D) Technology
E) Etiquette
Q:
How can a communicator intentionally influence messages using vocal characteristics?
A) By controlling pitch, pace, and stress
B) By adopting their style to match those whom they wish to impress
C) By supporting the message with touch that conveys warmth and reassurance
D) By asserting authority and implying intimacy
E) By demonstrating their own importance or disregard for others
Q:
Which nonverbal signal indicates the intensity of feelings and conveys emotions?
A) Time and space
B) Slouching
C) Personal appearance
D) Touch
E) Facial expression
Q:
Which of the following is defined as the process of sending and receiving information without using written or spoken language?
A) Listening
B) Etiquette
C) Focus
D) Nonverbal communication
E) Virtual communication
Q:
Identify and explain the five steps in the listening process.
Q:
Identify five ways to become a more effective listener.
Q:
Discuss ways to retain information when the information is important and might be used later.
Q:
List at least three strategies to keep your mind from wandering while listening to a speaker.
Q:
List at least three benefits of effective listening in business.
Q:
One reason listening is often difficult is because people speak faster than the listener can think.
Q:
Your ability to listen effectively will have little effect on your long-term career prospects.
Q:
The primary goal of empathic listening is to solve the speaker's problem.
Q:
Now that technology is so vital in the workplace, few executives view listening as an important skill.
Q:
The goal of ________ is to understand and evaluate a speaker's message based on elements such as logic, evidence, and validity, as well as the speaker's intentions and motives.
A) cerebral listening
B) content listening
C) critical listening
D) covert listening
Q:
What is the difference between an ethical dilemma and an ethical lapse?
Q:
Briefly explain the difference between an ethical dilemma and an ethical lapse.
Q:
Discuss the six areas of unethical communications covered in the chapter.
Q:
Ethical communication is true in every sense and includes all relevant information.
Q:
When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse.
Q:
When governments work to ensure consumers know who is behind the information they receive through social media, what is the government promoting?
A) Blogger's rights
B) Transparency
C) Compensation for reviews
D) Intellectual property rights
E) Libel
Q:
Which type of communication includes comments about others that are FALSE and potentially damaging?
A) Defamation
B) Transparency
C) Auditing
D) Employment
E) Intellectual
Q:
A) Contracts
B) Stealth marketing
C) Ethics audits
D) Transparency
E) Intellectual property
Answer: E
Q:
Why are bloggers legally required to let readers know if companies have compensated them for product reviews?
A) To prevent plagiarizing information provided by bloggers
C) To maintain the privacy needs of the blogger
D) To promote transparency and ethics in social media reviews
E) To increase the instances of ethical dilemmas between the blogger and the organization
Answer: D
Q:
Which of the following can help employees determine the right course of action to take in an ethical dilemma?
A) An ethics audit
B) Promotional communication
C) A code of ethics
D) Contracts
E) A defamation policy
Q:
Which of the following is one of the required elements needed to help ensure ethical communication in an organization?
A) A promotional communication policy
B) Ethical individuals
C) Employment contracts
D) Contracts
E) Intellectual property rights
Q:
Which of the following represents a set of choices that are conflicting, yet ethical and valid?
A) An ethical dilemma
B) Transparency
C) An ethical lapse
D) Stealth marketing
E) An ethics audit
Q:
What is the concept of communicating openly to give all participants access to the information they need to accurately process the messages they receive?
A) Stealth marketing
B) Ethical dilemma
C) Promotional communication
D) Ethical auditing
E) Transparency
Q:
Failing to report all data a manager needs to make a good decision is an example of
A) plagiarizing.
B) selective misquoting.
C) distorting visuals.
D) omitting essential information.
E) misrepresenting numbers.
Q:
What is another name for the accepted principles of conduct that govern behavior in society?
A) Leadership
B) Transparency
C) Ethics
D) Audits
E) Contracts
Q:
Why is it important to connect with people personally instead of always using technology tools?
Q:
What steps can a user take to guard against information overload?
Q:
How can gamification strategies help to improve customer loyalty?
Q:
Explain what's meant by the phrase, "constant connectivity is a mixed blessing."
Q:
The speed and simplicity of using an information tool can be its greatest weaknesses.
Q:
Employee blogs can expose confidential information about a firm and damage the firm's reputation.
Q:
Facebook, Twitter, YouTube, and other technologies are key elements of the ________, in which information tools can waste as much time as they save.
A) social media conundrum
B) time-space continuum
C) information technology paradox
D) digital efficiency enigma
Q:
How can employers limit the inappropriate use of technology and social media on the job?
A) All managers to monitor the social media sites of all employees
B) Establish and enforce clear policies for all employees
C) Establish a procedure for posting confidential information to the web
D) Allow employees to use their own technology so the employer is not responsible for it
E) Be active on as many social media sites as possible
Q:
What is one disadvantage of technology and information tools such as social media in the workplace?
A) They can waste a significant amount of employee time
B) They have to be constantly updated
C) They have to have full-time monitoring of systems for security issues
D) They allow managers to monitor all employee activity
E) They allow more employees to telecommute
Q:
All of the following EXCEPT ________ can facilitate the communication process through the effective use of communication technology.
A) using technological tools productively
B) staying connected around the clock
C) guarding against information overload
D) disengaging from computing devices to communicate in person
Q:
Which of the following are advantages of collaboration and brainstorming gamification systems?
A) The identification of leadership potential based on influence within an online community
B) The ability to reward product champions
C) Reducing the number of apps employees have to access to do their job
D) Customers can determine the outcome of a social media campaign
E) Increased connections and sharing of ideas
Q:
Companies that use the mobile-first approach
A) allow employees to bring their mobile devices to work.
B) design their websites for optimum viewing on smartphones and tablets.
C) control operating costs through telecommuting and other nontraditional work models.
D) ignore traditional standards of grammar, punctuation, and spelling when writing messages.
Q:
Which of the following is a key point to remember when incorporating the use of technology in the communication process?
A) Technology will eliminate the stress of trying to discriminate between useful and useless information
B) Technology will allow the audience to process information more effectively
C) Technology will fill in knowledge gaps
D) Technology is simply a tool to help you accomplish a task
E) Technology will replace essential communication skills
Q:
Companies are wrestling with the ________, in which employees want to use their personal tablets and smartphones to access company networks and files.
A) BAPD phenomenon
B) BMSP phenomenon
C) BYOD phenomenon
D) BCNU phenomenon
Q:
Which of the following will help the communication process?
A) Communicating through several media sites
B) Communicating electronically whenever possible
C) Disengage from the computer to communicate in person
D) Structure communications as short, text-like messages
E) Stay up to date on emerging technology tools
Q:
The term ________ describes the ability to send vast amounts of data instantly, constantly, and globally.
A) mobile connectivity
B) radical connectivity
C) social connectivity
D) boundless connectivity
Q:
As a sender, which of these is an important step you can take to help reduce information overload?
A) Mark messages as "urgent"
B) Don't send unnecessary messages
C) Use filtering features
D) Only write messages that can be sent through texts
E) Use priority markings on messages
Q:
Which one of the following statements is TRUE?
A) Data traffic and voice traffic from mobile devices are returning to desktop platforms.
B) Voice traffic from mobile devices exceeds data traffic.
C) Voice traffic and data traffic from mobile devices are roughly equivalent.
D) Data traffic from mobile devices exceeds voice traffic.
Q:
Which of the following best describes the information technology paradox?
A) Information tools can waste as much time as they save
B) Millennials are only attracted to firms with gamification
C) To improve performance on the job, it must feel like a game
D) Collaboration and brainstorming must be used to increase individual influence
E) Customer service ratings are increased when consumers connect with the company through technology
Q:
Which of these can companies use to increase user engagement by incorporating game-playing aspects in an activity or process?
A) Radical connectivity
B) Information overload
C) Mobile connectivity
D) Digital publishing
E) Gamification
Q:
Which of these can be used to help control the number of messages you receive?
A) Twitter streams
B) Only reading messages marked "urgent"
C) Gamification technology
D) Filtering features
E) Radical connectivity
Q:
Which of the following is an effect of information overload?
A) Less stress because of increased access to information
B) The ability to use technology to fill communication gaps
C) Difficulty in identifying the difference between useful and useless information
D) Difficulty in developing essential communication skills
E) Improved health and relationships
Q:
Which of the following is the result of people receiving more information than they can process?
A) Less access to the Internet of Things
B) Information overload
C) Radical connectivity
D) Digital information fluency
E) A strong social communication model
Q:
According to the text, what is the most important point to remember about technology?
A) Technology is a tool that can aid interpersonal communication, not replace it
B) Technology must be consistently updated to be effective
C) People will embrace technology until they hit information overload
D) Technology should replace interpersonal communication whenever possible
E) Technology will fill in the gaps if you lack essential skills
Q:
Who's driving the bring your own device (BYOD) phenomenon? Why are information technology managers concerned about it?
Q:
How does mobile connectivity change the decision-making process in an organization?
Q:
Why is it important for companies to have mobile-friendly websites?
Q:
Discuss the similarities between social media and mobile communication.
Q:
Data traffic on mobile devices exceeds voice traffic significantly.
Q:
Globally, no more than 50 percent of Internet users access the web at least some of the time with a mobile device.
Q:
Firms on the leading edge of the mobile revolution are hesitant to integrate mobile technology in their organizations.
Q:
When compared to social media, mobile technology will have relatively little effect on the nature of business communication.
Q:
The personal mobile devices of employees always have the same level of security as those devices issued by the company.
Q:
By providing ________, such as facility maps and property information, mobile technology can allow users to experience more of their environment and access information instantly.
A) digital domiciles
B) location-aware content
C) social-media catalogues
D) multimedia relationships
Q:
People who've grown up with ________ expect to have immediate access to information and the ability to stay connected to their various social and business networks.
A) multifunctional communication technology
B) desktop communication technology
C) personal communication technology
D) mobile communication technology
Q:
All of the following EXCEPT ________ are characteristics of social media and mobile communication.
A) forcing professionals to develop new skills
B) altering relationships between senders and receivers
C) changing the nature of communication
D) creating countless opportunities but few meaningful challenges
Q:
How does mobile connectivity create more engaging experiences for users?
A) Guarding against information overload
B) Through the use of interactivity
C) By making communication more personal
D) By incorporating gamification devices
E) By eliminating the information technology paradox
Q:
How can mobile connectivity accelerate decision making and problem solving in an organization?
A) By giving information to the right user, exactly when it is needed
B) By creating more engaging experiences for user
C) By creating apps geared at customers
D) By improving the customer service process
E) By eliminating experts within the company
Q:
Which of these is one of the ways mobile tools have enhanced productivity and collaboration in the workplace?
A) By increasing security of mobile devices
B) By incorporating location-aware devices
C) By limiting access to poorly designed technology
D) By the creation of new texting apps
E) By increasing access to information
Q:
Which of these is a disadvantage of allowing employees to use their own devices to access work files?
A) Employees work from home more often
B) There is less opportunity for digital publishing
C) Location-aware content can be shared
D) Security and privacy issues
E) There is greater risk of injury when multitasking
Q:
Which of the following is one way companies can use location-aware content in mobile apps to enhance the user experience?
A) By alerting users when they are approaching a hazard
B) By eliminating the ability to text and walk at the same time
C) By creating maps and property information
D) By requiring all employees to use the same brand of device
E) By increasing the use of apps related to the work environment
Q:
Which of the following is one way utilizing mobile technology helps companies to reduce costs and hire nontraditional employees?
A) By making it easier to consume content
B) By allowing telecommuting
C) By incorporating podcasts
D) By allowing text messaging grammar
E) By improving sensory and cognitive extensions
Q:
The ability to send vast amounts of data instantly, globally, and constantly is referred to as
A) radical connectivity.
B) the Internet of Things.
C) the Social Communication model.
D) digital information fluency.
E) horizontal communications.
Q:
How does a mobile-first approach to websites affect their design?
A) Websites include more links and search features
B) Websites can be viewed on a PC then linked to tablets
C) Websites are incorporating more graphics
D) Websites are designed to be more colorful and interactive
E) Websites are designed for optimum viewing on smartphones and tablets
Q:
To respond to the increase in mobile technology use, what are some companies doing when designing websites?
A) Adding additional links to their traditional website
B) Eliminating browsing features from websites
C) Incorporating key pads
D) Using a mobile-first approach
E) Making information available 24 hours per day
Q:
Which of the following is the most common non-voice use of smartphones for business professionals under age 40?
A) Collaborative writing
B) Reading
C) Email
D) GPS use
E) Web browsing
Q:
Which of the following is one of the benefits of incorporating mobile communication in business?
A) Increased levels of expectations
B) Closer relationships with customers and business partners
C) Integrated technology throughout the organization
D) More people have a say in every business matter
E) Strategic plans and documents can follow a more social model
Q:
Which of the following is one of the benefits of incorporating mobile communication in business?
A) Increased employee productivity
B) Limited customer relationships
C) Better defined business partner parameters
D) Stronger written communication skills
E) More collaborative writing
Q:
Briefly define Business Communication 2.0, and explain how it differs from a more traditional approach to business communication.
Q:
Describe four common types of communication barriers.
Q:
Outline the eight steps of the communication process.