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Q:
Define intercultural competence.
Q:
Explain how urgency and importance are categorized into the quadrants of Stephen Covey's Time Management Matrix.
Q:
Describe four ways in which you can demonstrate authoritative body language.
Q:
According to Deborah Tannen, what are the different conversational styles? Name and define each one and explain the difference between the two styles.
Q:
Joshua, who works for a telecom company, has recently been made to move to a new project. Joining in the middle of a fully functioning program makes him feel lost and frustrated. Over lunch, Joshua shares his concerns with his colleague, Larry, and says, "I do not know why I have been moved into a project when it is so close to completion. What is worse, I was not briefed about the details of the project. I do not know how I can help achieve the projects goals when I cannot understand the processes well." What should Larry say that will show that he understands and empathizes with Joshua's problem?
Q:
Explain any one strategy of active listening with the help of an example.
Q:
What should you do to reduce listening errors caused by misinterpretation?
Q:
What are the characteristics of corporate culture?
Q:
List some common reasons for not reporting ethical misconduct.
Q:
Which of the following statements is true in the context of the rapid rate of change in business communication?
A. Change that involves change for the better is free from stress.
B. Communication skills become less important when you climb a career ladder.
C. College courses can teach you everything you need to know about working life.
D. Reading professional websites will not help you to keep up with professional changes.
E. Taking advantage of your company's training courses can help you to stay abreast in your profession.
Q:
Illustrion Inc. is a company recognized for its excellent collection and monitoring of big data. Which of the following should Illustrion Inc. do to ensure that it uses its data effectively?
A. It should collect data randomly and then analyze relevant aspects of it.
B. It should have specific goals in mind before collecting data.
C. It should randomly collect and analyze data and apply it when the need arises.
D. It should hire employees who are new to visuals and data displays so that the patterns found by them are unique.
E. It should focus on data generated through face-to-face communication.
Q:
Which of the following is a well-known use of big data?
A. Managing budgeting and costing of purchases
B. Measuring customer loyalty
C. Leading customers to make repeat purchases
D. Managing a blog platform
E. Managing billing
Q:
Which of the following best exemplifies a company's efforts to facilitate creativity/innovation among its employees?
A. The company relies on all its employees for suggestions.
B. The company does not enable its employees to start their own businesses.
C. The company encourages its employees to spend 100% of their time on the company's projects.
D. The company enforces the adherence to organizational policies and procedures.
E. The company encourages its employees to spend 15% of their time on project team meetings.
Q:
Which of the following is a characteristic of today's workers and job flexibility?
A. Today's workers do what they are told to do.
B. Today's workers only worry about their own deadlines.
C. Today's workers want to stay in the same positions and locations rather than changing.
D. Today's workers do not need new skills until they change jobs.
E. Today's workers know how to find information and solution ideas.
Q:
Ruth manages a team that consists of 3 people from the technical department, 3 people from the content development department, and 1 person from the media department. Ruth's team fits best into the category of a(n) _____ team.
A. cross-functional
B. outsourced
C. cross-cultural
D. self-managed
E. competing
Q:
Which of the following statements about diversity in the workplace is NOT true?
A. Women, people of color, and immigrants have always been part of the U.S. workforce.
B. In the last decade, people have lost sight of sources of diversity such age, religion, class, regional differences, sexual orientation, and physical disabilities.
C. Helping each worker reach his or her potential requires more flexibility from managers as well as more knowledge about intercultural communication.
D. Success depends on using the brains and commitment as well as the hands and muscles of every worker.
E. Now, U.S. businesses realize that barriers to promotion hurt the bottom line as well as individuals.
Q:
Which of the following is a consequence of global warming becoming an issue of increasing concern?
A. Companies are viewing green advertising as a source of negative publicity.
B. Companies are trying to soften their environmental impact for various reasons.
C. Companies are using their green advertising to counterbalance excessive positive publicity.
D. Companies are increasing their environmental impact solely because of environmental concerns.
E. Companies are relying on the fact that token environmental efforts positively affect public opinion.
Q:
The management at a small publishing house decides to start providing flextime to all its employees. Which of the following is the management most likely trying to achieve?
A. Decreased telecommuting
B. Decreased ethical dilemmas
C. Decreased employee turnover
D. Decreased work/family balance
E. Decreased employee satisfaction
Q:
Salma receives an e-mail from a company that claims her e-mail id has been selected, and she is one of the lucky winners of a $2000 cash prize. She is requested to send her bank account details to the company, so that it can transfer the prize money. In this scenario, the e-mail Salma receives is an example of a _____ message.
A. phishing
B. subvertising
C. goldbricking
D. brandjacking
E. cybersquatting
Q:
Alfred, an employee at a software company, is a single father who has opted to work from home every day from 9 a.m. to 5 p.m. The software company is promoting Alfred's work/family balance through _____.
A. employee referral
B. telecommuting
C. cross-training
D. phishing
E. flextime
Q:
Brainweave Inc. is a large chain of stationery stores that has moved its Customer Service department to another country, Elavia, to save costs. In the context of trends in business communication, this scenario best demonstrates _____.
A. insourcing
B. nearshoring
C. outsourcing
D. asset stripping
E. cross docking
Q:
E-mails that try to lure receivers to send sensitive information are known as _____ messages.
A. phishing
B. greylisting
C. plagiarized
D. spamtrap
E. pirated
Q:
For good time management, which of the following should be used to manage time crunch problems?
A. Multitasking
B. Keeping lists and prioritizing items on the list
C. Avoiding spending time on important demands
D. Using time sinks to fit several tasks in a short time period
E. Undertaking smaller tasks first and keeping large ones for later
Q:
According to Stephen Covey's Time Management Matrix, which of the following falls under Quadrant II?
A. Networking and planning
B. Completing academic work
C. Meeting deadlines
D. Attending classes
E. Managing crises
Q:
Charlie is respected at work for his excellent networking skills. Which of the following interpersonal communication behaviors does he most likely demonstrate?
A. He attends only formal gatherings at work.
B. He retains his attitude and behavior across all situations.
C. He refrains from sharing personal and emotional information about himself.
D. He capitalizes on the benefits of physical proximity by trading some actual office visits for phone calls.
E. He understands the importance of connecting with people outside his own social and professional circles.
Q:
Joanne joins Donna and Fred at the lunch cafeteria and hears that their boss is about to be fired for fraudulent activities. Their interaction best demonstrates networking through a _____.
A. blog
B. website
C. webinar
D. grapevine
E. phonetic loop
Q:
Which of the following scenarios best indicates business etiquette?
A. James refills the pot of coffee after emptying it.
B. Jessica borrows her team member's scissors without asking her.
C. Yvette increases the volume on her phone during a team meeting.
D. Darren leaves the refrigerator door open, so that others can use it after him.
E. Yolande talks loudly on her phone, so that others can participate in her conversation.
Q:
Jerome presents his first demo as a trainer and receives feedback that he comes across as confident and authoritative. In the context of Carol Kinsey Goman's tips to increase the image of authority, which of the following behaviors did Jerome most likely demonstrate during the demo?
A. He narrowed his stance.
B. He ended his sentences on a higher pitch.
C. He looked serious when the subject was serious.
D. He maximized his movements, especially gestures.
E. He nodded to express listening or engagement.
Q:
Joanna is conducting a training session at her organization for the first time. She is nervous and wants to make a good impression; mostly, she wants the new trainees to perceive her as a person with experience and authority. Which of the following behaviors will help her make the most effective authoritative impression?
A. Ending her sentences on a higher pitch
B. Smiling frequently through the presentation
C. Nodding to express listening or engagement
D. Taking up space by spreading her materials on the table
E. Tilting her head repeatedly to show concern or interest for individuals
Q:
Which of the following is true of the nonverbal behaviors demonstrated by liars?
A. Liars never slip up when pushed for details.
B. Liars are more cooperative, pleasant, and friendly.
C. Liars tend to engage in more eye contact.
D. Liars often demonstrate inconsistencies if asked to repeat their stories.
E. Liars tend to demonstrate less physical cues such as sweating and fidgeting.
Q:
Which of the following best represents a spatial cue?
A. Placing a table between two people during a conversation
B. Laughing at a humorous story or a joke someone is sharing
C. Sitting upright during a presentation by a project manager
D. Leaning forward to listen intently to an ongoing discussion
E. Making eye contact with a client during a price negotiation
Q:
Tone of voice, gestures, proximity to others, and facial expressions are examples of _____.
A. linguistics
B. social signals
C. active listening
D. intercultural context
E. verbal communication
Q:
Which of the following best illustrates nonverbal communication?
A. Donny, the assistant, asks his manager for feedback.
B. Roberta, the secretary, thanks her boss for the Christmas gift.
C. Sherry, the manager, welcomes a candidate into an interview.
D. Elena, the senior manager, tells her team members to call her "Ma'am."
E. Jeffrey, the team leader, sits at the head of the table during a team meeting.
Q:
Josiah works as a guest relations executive at a five-star hotel. His current task is to see that a new guest, Mr. Burns, has a comfortable stay. Upon interacting with him, Josiah finds that Mr. Burns has a debating conversational style. Which of the following behaviors demonstrated by Mr. Burns most likely causes Josiah to form this impression?
A. Mr. Burns defines topics gradually and progressively.
B. Mr. Burns shares stories about his own troubles with customers.
C. Mr. Burns states that aggressive customers are disruptive in every way.
D. Mr. Burns offers Josiah advice about how to handle difficult customers.
E. Mr. Burns appreciates Josiah's questions and uses them as a way to generate conversation.
Q:
In interpersonal communication, a person with a debating conversational style is most likely to:
A. view aggressiveness as disruptive to a conversation.
B. see and identify questions as requests for information.
C. interpret statements about side issues as efforts to shape a topic.
D. expect new comments to acknowledge the last speaker's comment.
E. offer solidarity and share troubles to establish a sense of community.
Q:
Which of the following statements best describes a relating conversational style?
A. Defining topics gradually and progressively
B. Interpreting questions as requests for information
C. Offering advice to someone who shares a problem
D. Organizing the flow of conversation through aggressiveness
E. Interpreting statements about other issues as efforts to change the topic
Q:
Leah and Michael, two middle-management employees, recently gave oral presentations to the same client. During her presentation, Leah offered solutions and interpreted the clients' questions as requests for more information. Michael, however, offered assurance and saw the clients' questions as ways to keep up a casual conversation and build a better personal connection. The differences in Leah and Michael's interpersonal communication styles are most indicative of their _____.
A. spatial cues
B. listening styles
C. conversational styles
D. time management abilities
E. conflict resolution techniques
Q:
According to Deborah Tannen, a fast rate of turn-taking and a preference for simultaneous speech are features that are most indicative of an individual's _____.
A. social status
B. phonetic style
C. economic status
D. conversational style
E. linguistic preference
Q:
Webstop Inc., an e-commerce company, encourages innovation. As a novel initiative, it asks its employees to complete a multiple-choice test while logging into their systems. The test requires them to name a randomly selected employee whose picture is displayed, so that ultimately, employees will get to know each other better. This initiative best exemplifies a(n) _____.
A. talent acquisition program
B. employee recognition program
C. serendipitous interpersonal interaction
D. planned intrapersonal interaction
E. structured employee retention program
Q:
In interpersonal communication, which of the following is typical of an active response?
A. Offering to solve a problem together
B. Offering advice on solving a problem
C. Preaching about how to deal with a problem
D. Minimizing a problem to make it seem simple
E. Ordering the speaker to find a solution to a problem
Q:
In interpersonal communication, which of the following is true of a blocking response?
A. It helps in mirroring the feelings of a speaker.
B. It helps in paraphrasing the content of a speaker.
C. It helps in minimizing the problem of the speaker.
D. It acts as response that offers to solve a problem together.
E. It acts as a bridge between a speaker and listener by providing clarification when a listener is unclear.
Q:
Jamie is talking to her friend Lucille about being fired without reason. Lucille responds by saying, "At least your situation is not as bad as Teresa's. Last week, Teresa's husband left her." In the context of blocking responses, Lucille's reaction best exemplifies _____.
A. minimizing
B. ordering
C. preaching
D. criticizing
E. advising
Q:
Estella talks to Porter, a team member, about the problems she is facing with a client. Estella reports that the client is demanding, disrespectful, and condescending, and often hangs up on her in the middle of a conversation. Which of the following responses from Porter is most likely to make Estella feel understood?
A. Is there anything you want me to do to help you with this client?
B. You should observe Kylie Taylor deal with her clients. She is just brilliant!
C. The problem is that you are too emotional. You should not take such clients so seriously!
D. The client I handled was even more difficult to deal with, but I think I handled him well.
E. Maybe you should try talking to him more politely. I am sure he will come around if you are just a little more patient with him.
Q:
April is an employee at Gordon Bank and has been given a sales target of 50 accounts for the present month. She shares her problem with Linda, a co-worker, saying that she cannot achieve this target, as she has been doing only 30 a month for the last two years. She feels that she might have to quit her job. Which of the following responses from Linda best illustrates an active response?
A. You are worrying about nothing! I am sure if you work on weekends, you will be able to achieve the 50 account mark.
B. A target of 50 is not bad. Josh Lucas from the South Branch has a target of 65!
C. Why don't you put down a plan on paper and figure out how best you can achieve the target?
D. You are saying that the target of 50 accounts is unrealistic because so far you have done 30 accounts.
E. You should have seen this coming. The new sales manager announced a higher target next month if you remember.
Q:
Which of the following is the best way for a listener to demonstrate active listening when a speaker is discussing a problem?
A. Ordering the speaker to look beyond the problem
B. Acknowledging the problem with a nod or a frown
C. Minimizing the problem by focusing on the bigger picture
D. Comparing the problem with someone else's bigger problem
E. Providing a quick solution to the problem off the top of your head
Q:
Bellona, a travel consultant, is attending a training program on ticketing. Throughout the training session, she exhibits excellent active listening skills. Which of the following best demonstrates these skills?
A. She advises the speaker to explain in a different manner.
B. She asks the speaker to cite an example to clarify a ticketing process.
C. She orders the speaker to talk more clearly for the benefit of the group.
D. She minimizes the problems mentioned by the speaker to lighten the atmosphere.
E. She preaches to the speaker about effective ways of conducting a training session.
Q:
Which of the following statements about acknowledgement responses is most accurate?
A. They are the same in all cultures.
B. They are only indicative of active listening.
C. They minimize the problem being discussed.
D. They help carry the message that you're listening.
E. They help you ignore instructions that you think are unnecessary.
Q:
In the context of interpersonal communication, which of the following is typically an example of an acknowledgment response?
A. Thinking
B. Contemplating
C. Nodding
D. Introspecting
E. Humming
Q:
During interpersonal communication, listeners are likely to misinterpret a speaker by:
A. paraphrasing what the speaker has said.
B. considering the speaker's background and experiences.
C. ignoring instructions that may seem unnecessary or irrelevant.
D. checking their understanding with the speaker, at the end of the conversation.
E. writing down key points that affect how work will be evaluated, after the conversation.
Q:
Helen works for a well-reputed advertising firm. She is popular among her colleagues because of her excellent listening skills. Which of the following is Helen most likely doing to reduce listening errors during conversations on the job?
A. Focusing more on formulating her reply than on understanding what a speaker is saying
B. Ignoring instructions from the speaker that may seem unnecessary or irrelevant
C. Paraphrasing what a speaker has said to correct her understanding
D. Paying no attention to a speaker's background and experience
E. Avoiding using you-attitude while listening
Q:
In interpersonal communication, listening errors are most likely to arise when listeners:
A. use you-attitude.
B. are allowed time for cooling off.
C. are distracted by their own emotional responses.
D. pay attention to a key point made by the speaker.
E. focus more on understanding than on formulating a reply.
Q:
Listening on a job may be more difficult than listening in a classroom because:
A. on a job, you need to hide feelings that arise.
B. in a classroom, you listen primarily for emotional content.
C. in a classroom, you do not experience the repetition of key points.
D. on a job, your conversations are better organized than classroom lectures.
E. on a job, in interchanges with co-workers, you need to listen for feelings too.
Q:
Which of the following statements is true of Daniel Goleman's views on emotional intelligence?
A. IQ is the best predictor of job productivity.
B. There are two kinds of workplace networks: debating and relating.
C. An organization's stars are often highly networked in conversation, expertise, and trust.
D. Networking skill is not a good predictor of job productivity.
E. Star performers put effort into cultivating relationships after they are needed.
Q:
Jenex Inc. is a software development company that offers its employees perks including on-site day care for their children, three-week paid vacation twice a year, and on-site laundry pickup and delivery. These offerings are most representative of Jenex Inc.'s _____.
A. big data
B. ethical code
C. globalization
D. corporate culture
E. intercultural competence
Q:
Which of the following is typically representative of popular corporate culture?
A. The absence of training
B. The sharing of information
C. The absence of health insurance
D. The inflexibility of work arrangements
E. The practice of gender-specific communication
Q:
Arya has recently joined a travel agency as a communications executive. During orientation, she learns that the agency prides itself on its informal work culture. Which of the following is most likely a characteristic of the agency's culture?
A. Rigid rules and regulations
B. Strict monitoring of activities
C. Hierarchical lines of command
D. Individual offices for employees
E. Individually empowered workers
Q:
Which of the following is a typical characteristic of a formal work culture?
A. Casual attire
B. Decentralization
C. Individual offices
D. Self-managed teams
E. Individually empowered workers
Q:
Sylvia, a manager at a media company, is faced with an ethical dilemma. She is required to decide whether to fire one of her team members because of his ethical misconduct. To make the decision, she primarily considers whether her decision would still be good if she was one of those negatively impacted by it. According to Michael Davis's system for ethical decision making, which of the following tests for options is Sylvia primarily using?
A. Harm
B. Publicity
C. Defensibility
D. Organization
E. Self-application
Q:
Which of the following is true of ethics in business communications?
A. Business ethics pertains only to international pacts.
B. Ethical concerns are no longer a part of the business environment.
C. Consequences for not acting ethically are becoming less common.
D. Business ethics mostly involves routine practices that involve communication.
E. Employees have limited means for whistleblowing in these days of instant communication.
Q:
To use big data effectively, organizations need to find employees who are adept at understanding visuals and data displays.
Q:
The first step in the process of innovation/creativity is idea generation.
Q:
One effect of the recession in the United States was to push more businesses into focusing on their customer service.
Q:
Andrew receives an e-mail from an unknown sender informing him that he has won $15,000 in a lucky draw. The sender asks for Andrew's account information to transfer the prize money. This is most likely a phishing e-mail.
Q:
Multitasking as a time management technique is particularly effective when long-term learning or communication tasks are involved. FALSE
Q:
Breaking large tasks into small ones is an effective time management technique.
Q:
Claire arrives for a job interview on time, but is made to wait an hour for the interviewer to arrive. Making Claire wait is an example of the interviewer's verbal behavior.
Q:
Social signals are a category of nonverbal communication, which refers to the tone of voice, gestures, proximity to others, and facial expressions.
Q:
Active listening alone can reduce the conflict that arises when two people want apparently inconsistent things.
Q:
It is a good practice to consider the other person's background and experience in order to reduce listening errors caused by misinterpretation.
Q:
Inattention and emotions can cause listeners to misinterpret a speaker.
Q:
Susan Daniels has recently moved to the communications team in her company. She has seen that Lee Pierce, one of her new team members, moves around in a wheelchair. She has never worked with anyone in such a situation and is wary of the kind of communication she should use with him. What are some key points she should remember while communicating with Lee to ensure that she is not being discriminatory about his disability?
Q:
In business communication, what are some key points to ensure that your writing contains nonracist and nonageist language?
Q:
To ensure bias-free communication, what should a writer do when a person's name or gender or both are not known? Explain with examples.
Q:
Why is tone tricky in business communication?
Q:
To maintain positive emphasis, what is the best way to place negative information in a message?
Q:
What are some of the key points to keep in mind about hidden negatives?
Q:
What are the five techniques which help create positive emphasis in a message?
Q:
What are the three main guidelines to be followed while organizing information to build goodwill in a message?
Q:
Explain passive verbs, impersonal expressions and when each should be used in a message.
Q:
List the five techniques that you, as a writer, should use to convey you-attitude.