Q&A Hero

Q: "Stealth marketing" involves promoting products and services to customers who don't know they're being marketed to.

Q: A message that is intended to mislead or manipulate the audience is unethical, even if its content is true.

Q: Plagiarism is only a problem in the classroom. In the business environment, it's just another term for information sharing.

Q: Ethics can be defined as not doing anything illegal.

Q: Even if a long report requires no immediate action from recipients, it's best not to mention that fact to ensure that they read the report.

Q: Effective communicators mark all email messages as "urgent" to make sure the audience responds.

Q: Too much information can be worse than not enough information.

Q: Using a wiki for employee training purposes is an example of the 2.0 approach to business communication.

Q: Despite predictions to the contrary, social media tools (such as blogs, social networks, and wikis) have had relatively little influence on the way companies communicate with customers.

Q: Most organizations that embrace the 2.0 approach to business communication will still follow a more traditional approach for some communications (such as strategic plans and policy documents).

Q: The 2.0 approach to business communication emphasizes interaction and conversation among senders and audiences.

Q: The only real difference between the "1.0" and "2.0" approaches to Business Communication is that 2.0 involves using more communication technology.

Q: In business, you can usually count on having your audience's full attention for important messages.

Q: Filtering messages can occur unintentionally and lead communicators to miss out on information they need.

Q: Factors such as poor acoustics and uncomfortable meeting rooms can be annoying but are not really that important when it comes to communication.

Q: Multitasking generally enhances the quality of employees' communication.

Q: Successful organizations usually avoid the need for feedback.

Q: The communication process is a simple one consisting of only two steps: the sender transmits the message and the receiver gets the message.

Q: As long as employees get the job done, most companies are not concerned with employees meeting expectations of business etiquette.

Q: Emotional intelligence involves the ability to relate to the needs of others.

Q: Because external communication is carefully orchestrated, almost none of it occurs informally.

Q: The rumor mill tends to be most active when employees receive too much information about their company.

Q: Within organizations, formal communication is upward and downward, while informal communication is always horizontal.

Q: Upward communication generally helps executives solve problems and make intelligent decisions.

Q: Most of the information that flows downward in an organization is geared toward helping employees do their jobs.

Q: Downward communication flows from employees to executives, providing accurate, timely reports on problems, trends, opportunities, grievances, and performance.

Q: A corporate culture is primarily concerned with what kind of art, music, and literature its leaders are interested in.

Q: In a virtual organization, a software company may take in a manufacturing firm to make the DVDs that contain the software that it offers.

Q: Flatter organizational structures generally create less distortion when it comes to internal communication.

Q: Knowledge workers specialize in acquiring, processing, and communicating information.

Q: Workforce diversity includes differences not only in race but also in gender, education, and other areas.

Q: Among other factors, the globalization of business has decreased the demand for skilled communicators.

Q: Despite increased market globalization, the nature of business communication has not changed much in recent years.

Q: To help establish clear guidelines for ethical behavior, many companies provide employees a written A) ethics audit. B) ethical dilemma. C) ethical lapse. D) code of ethics.

Q: Which of the following is an example of an ethical lapse? A) Putting unsigned suggestions in the company suggestion box B) Sharing confidential information with a new employer about your previous (competing) employer's major clients C) Telling your supervisor that another employee is stealing office supplies D) Providing incorrect data in a report, even though you did not know it was incorrect at the time

Q: Which of the following is the best example of an ethical dilemma? A) Deciding whether or not to promote the employee who has the better performance record or the employee who seems to be the better leader B) Deciding whether or not to tell an employee that he needs to improve his performance C) Deciding whether or not to use the copy machine for personal papers D) Deciding whether or not to declare the costs of your vacation travel as a deductible business expense

Q: All of the following are examples of unethical communication except A) using jargon. B) selective misquoting. C) distorting visuals. D) plagiarism.

Q: Which of the following is not a characteristic of ethical communication? A) It includes all relevant information. B) It is designed to hide some negative information. C) It is true in every sense. D) It is not deceptive in any way.

Q: The accepted principles of conduct that govern behavior within a society are known as A) laws. B) social guidelines. C) ethics. D) none of the above.

Q: Which of the following is the best solution to technology-related problems such as inappropriate use of the web and social media in the workplace? A) Forbidding employees to use the web while they are in the office B) Requiring employees to turn off their smartphones when they arrive for work C) Developing clear policies that are evenly enforced D) Rewarding employees who call your attention to those who are using these technologies inappropriately

Q: The "information technology paradox" refers to A) widespread confusion over how to utilize email and IM. B) the idea that technology has cut down interpersonal communication in business. C) the idea that information tools (such as email) can waste as much time as they save. D) none of the above.

Q: Information technology addiction is A) a real problem that can lead to serious psychological problems. B) a false condition concocted by workers who fear technology and its capabilities. C) a condition that affects only those who work in high-tech jobs. D) none of the above.

Q: Which of the following is an example of Business Communication 2.0 in action? A) A manager sends out weekly newsletters to employees. B) An electronics store invites customers to submit YouTube videos showing how to install home theater systems. C) An advertising firm creates a television commercial for a local automobile dealer. D) All of the above are examples of Business Communication 2.0.

Q: One major difference between the 1.0 and 2.0 approaches to business communication is that in the 2.0 approach audiences are encouraged to be A) active participants in the communication. B) compliant listeners. C) passive recipients of the information the sender shares. D) any of the above.

Q: Most companies that embrace Business Communication 2.0 A) completely abandon the traditional approach to communication. B) will eventually return to a 1.0 approach, since the technology turns out to be too complicated for most employees. C) adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach. D) do none of the above.

Q: Whereas Business Communication 1.0 tends to emphasize ________, Business Communication 2.0 focuses more on ________. A) discussion, lecture B) collaboration, isolation C) control, influence D) permission, intrusion

Q: "Business Communication 2.0" refers to A) high-level correspondence as opposed to routine documents. B) a new approach to business communication, emphasizing interaction and conversation rather than one-way publication. C) specialized software that enables professionals to create impressive documents easily and efficiently. D) none of the above.

Q: In order for audience members to respond appropriately to a business message, they must A) remember the message. B) be able to respond to the message. C) be motivated to respond to the message. D) do all of the above.

Q: A manager hears the part of a message that supports his agenda, but doesn't seem to notice evidence that contradicts his point of view. The manager is engaging in A) discrimination. B) misreading. C) selective perception. D) stereotyping.

Q: Which of the following is not one of the five ways to get the audience to notice your messages? A) Acknowledge the importance of the situation. B) Practice empathy. C) Use words, images, and designs that are familiar. D) Consider audience expectations.

Q: Uncomfortable meeting rooms, multitasking, and computer screens filled with popup messages are all examples of A) problems with feedback. B) distractions. C) problems with background differences. D) overload problems.

Q: The final step in the communication process is A) receiving the message. B) sending the message. C) giving feedback to the sender. D) interpreting the message.

Q: In the first step of the communication process, the sender A) decides what to say. B) chooses a communication channel. C) has an idea. D) chooses a communication medium.

Q: To make your communication more effective, A) clearly address your audience's wants and needs-not yours. B) include as much information as possible, even if you're not sure it's necessary. C) send the same messages by multiple channels. D) do all of the above.

Q: Generally speaking, limitations of the formal communication network A) discourage employees from taking advantage of social media. B) have not affected the popularity of social media in the business environment. C) have helped to spur the growth of social media in the business environment. D) do none of the above.

Q: ________ communication flows between departments to help employees share information, coordinate tasks, and solve complex problems. A) Upward B) Downward C) Horizontal D) Diagonal

Q: In most organizations, the rumor mill tends to be particularly active when A) employees are satisfied with their jobs. B) formal communication channels are working efficiently. C) employees are wasting company time. D) the formal communication network is not providing the information employees want.

Q: Every organization has A) an intranet. B) an extranet. C) an informal communication network. D) a tall communication structure.

Q: An example of horizontal communication is A) a junior staff person giving information to a staff supervisor. B) a company briefing held on the organization's ground floor. C) an email message about sick leave sent from one department secretary to a secretary in a different department. D) all of the above.

Q: An example of downward communication is A) a junior staff person giving information to a staff supervisor. B) a sales manager giving instructions to a salesperson. C) an email message about sick leave from one staff secretary to another. D) a company briefing held on the organization's top floor.

Q: The term corporate culture refers to A) the number of organizational levels within a corporation. B) the extent to which corporations dominate a particular culture. C) the mixture of values, traditions, and habits that give a company its atmosphere and personality. D) a company's sponsorship of events such as concerts and plays.

Q: In which of the following organizational structures do employees report to two managers at the same time? A) Virtual organization B) Matrix structure C) Network structure D) None of the above

Q: A flatter organizational structure A) tends to increase the chance of communication breakdowns. B) helps make communication flow more efficiently. C) is obsolete now that social networking is so widespread. D) is helpful for small companies only.

Q: Business communication is often more demanding than social communication because communication on the job is affected by A) the pervasiveness of technology. B) the growing reliance on teamwork in business. C) the globalization of business. D) all of the above.

Q: Which of the following is not a characteristic of effective business messages? A) They provide practical information. B) They present the writer's opinions as facts. C) They state precise audience responsibilities. D) They highlight and summarize essential information.

Q: Stakeholders affected by the quality of business communication include A) customers. B) employees. C) suppliers. D) all of the above.

Q: When it comes to communication skills, employers express particular frustration with A) experienced workers who shun new technologies. B) recent college graduates who haven't learned how to adapt to a professional environment. C) employees whose first language is not English. D) male workers.

Q: Communication is the process of A) transferring information and meaning. B) listening actively. C) writing messages. D) none of the above.

Q: While designing power point slides, it is always important to use clip art to make the material more interesting.

Q: Well-designed visuals in PowerPoint slides give presentations a professional image and serve as an outline for a talk.

Q: Oral communication style uses more personal pronouns, less varied vocabulary, and more repetition than written communication styles.

Q: In a persuasive presentation, you should begin with your weakest point and end on a strong note.

Q: Humor is the only way to set an audience at ease and directing humor at them helps establish a rapport.

Q: It is best to avoid using a startling statement or a question as an opener to an oral presentation.

Q: The more you can do to personalize the opening for your audience, the better.

Q: Presenters tend to sound more natural if they speak from memory and do not refer to notes.

Q: In an oral presentation, it is best to simplify complex numbers by reducing them to two digits and putting them in context.

Q: In a guided discussion, a speaker talks without interruption and answers questions only at the end of the presentation.

Q: One of the first steps in planning an oral presentation is to identify five main ideas that you want your audience to take home.

Q: The primary purpose of a goodwill presentation is to motivate an audience to act or to believe.