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Business Communication
Q:
Which of the following is a key to using conventions effectively?
A. Using conventions only for routine activities
B. Remembering that conventions do not change with time
C. Using conventions without adjusting them for a particular audience
D. Remembering that every organization follows the same conventions
E. Remembering that conventions always need to fit the current situation
Q:
Which of the following statements is true of conventions?
A. They remain constant over long periods of time.
B. They are widely accepted practices.
C. They apply universally to all audiences.
D. They are practices one seldom encounters.
E. They can be best learned by reading reports.
Q:
Which of the following is true of the use of communication technology?
A. Role of electronic communications continues to increase in personal contexts and decrease in business contexts.
B. In the office, more and more communication is done by paper documents and face-to-face interactions.
C. Technologies that increase productivity and save money are often used in business.
D. Social media such as Facebook and Twitter are losing their importance in business offices.
E. Texting is not used as a mode of communication in business contexts.
Q:
Which of the following statements is true of good business and administrative communication?
A. It makes an audience guess the message a speaker or writer has presented.
B. It leaves the audience's questions unanswered to create challenges and interactions.
C. It represents messages which are free from errors in spelling and grammar.
D. It considers members of an audience as numbers instead of as groups of people.
E. It takes a long time to decipher and it challenges an audience's intellect.
Q:
Rebecca, a human resource executive, received a letter from her manager, advising her to organize an interactive program for some of the employees of the organization. Rebecca needs to call her manager to find out the objective of the program, when it needs to be organized, and which employees need to attend the program. In this scenario, the manager's letter does not represent good business and administrative communication because:
A. it allows the reader to act on it instantly.
B. the message is incomplete.
C. the message is incorrect.
D. the reader requires more time to understand the message.
E. it prevents the reader from guessing.
Q:
Which of the following statements is true of legal problems in communication?
A. Poor business communication causes legal problems only to an organization.
B. Documents cannot be used as evidence in contexts a writer did not intend.
C. Only letters and e-mails can cause legal obligations for organizations.
D. Instant messages do not cause legal obligations for organizations.
E. Individual communications can result in legal problems.
Q:
Which of the following is a characteristic of good writing?
A. It keeps requests ambiguous which helps avoid arguments.
B. It uses legalistic language to impress the readers.
C. It analyzes the larger context in which words may appear.
D. It presents the main point in the middle of a long paragraph.
E. It requires a reader to gather additional information.
Q:
Benjamin is a manager at a software firm. He needs to make sure that the members of his team complete work on a project with an approaching deadline. To remind them about the deadline, he writes an e-mail stating, "You need to complete the work by Monday, so that I can deliver the product to the client on time." His e-mail, however, involves a writing flaw. Which of the following writing flaws is present in Benjamin's e-mail?
A. Selfish tone
B. Vague request
C. Legalistic language
D. Misused words
E. Confusing words
Q:
Meyer is a customer service executive. While responding to a customer complaint, he considers the customer's expectations and the customer's point of view. He writes, "Please find a document attached to this e-mail. You can find therein the criteria for exchange and replacement of products." He uses language that is legalistic to avoid legal problems. As a best practice in business communication, which of the following should Meyer do to improve his response e-mail?
A. Use herein instead of therein.
B. Avoid using legalistic language.
C. Write the e-mail from his point of view.
D. Increase the legalistic language use.
E. Begin his message with "Gentlemen, please find a document"
Q:
Which of the following statements is true of the time consumed due to bad writing?
A. Bad writing results in cycling of the document and increases the time required to complete a document.
B. Bad writing always conveys good ideas, but requires more time to discuss each idea.
C. Bad writing is usually incomplete and, therefore, saves time by reducing unwanted discussions.
D. Bad writing conveys very little information, so it requires very little time to understand.
E. Bad writing doesn't take long for the reader to read, as it is usually short.
Q:
Which of the following statements is true of business communications?
A. E-mails with attachments are the costliest form of communication.
B. Costs for retrieval of corrupted messages are not included in the cost of communication.
C. Costs for storage of e-mails are included in hardware costs and not in the cost of communication.
D. Cost of hardware is included in the cost of communication.
E. Longer e-mails cost less than smaller e-mails.
Q:
Which of the following statements is true of the costs of communication?
A. Cost of hardware is not included in the cost of communication.
B. Document cycling processes decrease the cost of communication.
C. E-mail storage contributes a significant part of the cost of communication.
D. Paper documents are not included while estimating the cost of communication.
E. E-mails with attachments are the costliest form of communication.
Q:
Jacob is drafting an annual report for his organization. After completing the report, he sends it to all the team leaders in the organization, so that they can check the content and add information regarding the achievements of their team. After Jacob receives the altered reports from the leaders, he sends them to the CEO for a final check. The CEO checks the report, and sends Jacob the corrections that need to be incorporated. Which of the following best describes the process depicted by this scenario?
A. Document cycling
B. Inconsistent messages
C. E-mail storage process
D. Administration of documents
E. Incompatible communication systems
Q:
In business communication, which of the following is the main purpose of thank-you letters?
A. To build an image of the organization
B. To build an image of the writer
C. To build goodwill
D. To persuade
E. To inform
Q:
Every year in the month of April, Rowland and Co. files a report to the Securities and Exchange Commission of the U.S.A. The report consists of details about their audited financial statements, executive compensation, and equities. Which of the following documents is being mentioned in this scenario?
A. Annual report
B. Quarterly Report
C. Claims adjustment
D. 10-K report
E. Quotation
Q:
A _____ is an external document granting or denying a customer request to be given credit for defective goods.
A. 10-K Report
B. quarterly report
C. policy and procedure bulletin
D. transmittal
E. claims adjustment
Q:
Lian Chang is the owner of Blaze, a fashion business in Manhattan. She received an e-mail from her client requesting for price details on her eco-friendly line of clothing. Now, she needs to write a letter to him with the requested details. Which of the following is Lian likely to produce in response to the customer e-mail?
A. A 10-K Report
B. A thank-you letter
C. A quotation
D. A claims adjustment
E. A transmittal
Q:
A memo of congratulations is written to:
A. clients who have been with a company for over 10 years.
B. employees who have won awards or been promoted.
C. company partners at the end of a project.
D. external allies for a well implemented campaign.
E. suppliers who have been loyal to a company.
Q:
Leah, a communications manager at a travel company, needs to evaluate her team members' work for the last financial year. She needs to prepare a report on the evaluation of objectives they helped achieve. Which of the following documents is Leah preparing in this scenario?
A. Career assessment
B. Performance appraisal
C. Quarterly report
D. Memo of congratulations
E. Role-based assessment
Q:
Which of the following is a function of a request to deviate from policy and procedure bulletin?
A. Explaining that another approach is better for a specific situation rather than the standard approach
B. Discussing profitability and problems during a period and how it deviates from past figures
C. Summarizing financial information to be filed with the Securities and Exchange Commission
D. Discussing the granting or denying of customer request to be given credit for defective goods
E. Explaining why an organization's statistical figures deviates or varies from external market figures
Q:
A(n) _____ is a statement of company rules, guidelines, and instructions with a purpose to inform, and build both image and goodwill.
A. policy and procedure bulletin
B. 10-K report
C. appraisal
D. transmittal
E. annual report
Q:
Evelyn Jones who works for Lobo Events, an event management company, is preparing a document on the problems faced while hosting events and generating revenue. In the report, she explains that unavailability of venues for events in particular seasons and steep charges by music bands are challenges faced by the company. In addition, she explains the company's performance and that it generated revenue of $25,000,000 in the last three months. Which of the following documents is Evelyn preparing in this scenario?
A. Letter of transmittal
B. Performance appraisal
C. Procedure bulletin
D. Quarterly report
E. 10-K Report
Q:
Which of the following documents is used for performance appraisals, salaries, and hiring?
A. Annual report
B. Job description
C. Monthly report
D. Thank-you letter
E. Procedure bulletin
Q:
Ella, a human resource manager, has written a report for the organizational director on the staffing needs of the company. Along with the report, she has also sent a memo explaining why the document is being forwarded to him. The accompanying document is called a _____.
A. quotation
B. 10-K Report
C. claims adjustment
D. transmittal
E. policy and procedure bulletin
Q:
Natalia who works for Trends, a fashion business, needs to give a presentation to her superiors about the marketing plan for the newly launched Vogue line of clothing. Once she receives an approval for it, she will be sharing details of the launch with distributors, clients, and fashion businesses with which they have tie-ups. In addition, she will also be presenting the plan to the press to spread word about the new clothing line. Who among the following would be included in Natalia's internal audience?
A. Other fashion businesses
B. Clients
C. Superiors
D. Distributors
E. Press
Q:
Dong Ho works at Welborough Bank in California. He recently gave a presentation on "Benefits of Investing in Unit-Link Plans" to the members of his team, the sales team, and the marketing team. He also showed the presentation to his superiors before making a few changes and presenting it to the customers. The external audience for Dong's presentation includes:
A. the sales team.
B. the marketing team.
C. his superiors.
D. the customers.
E. his subordinates.
Q:
Which of the following is an example of an external audience for written communication at work?
A. The human resource team
B. A subordinate
C. A manager
D. A colleague
E. A potential employee
Q:
Which of the following is an example of an internal audience for written communication at work?
A. Suppliers
B. Stockholders
C. Clients
D. Funders
E. Subordinates
Q:
Which of the following statements is true about writing skills required at work?
A. Firefighters do not require writing skills.
B. Almost every entry-level professional requires good communication skills.
C. Managerial jobs require good management skills and not good communication skills.
D. Managers do not require writing skills, as they have assistants to do their writing work.
E. Higher authorities in an organization do not need to write, as they will have form letters and templates.
Q:
According to the survey conducted by the National Commission on Writing, _____ is a writing responsibility which all employees have.
A. technical writing
B. blogging
C. instant messaging
D. e-mailing
E. tweeting
Q:
_____ skills consistently rank first among the qualities that employers look for in college graduates.
A. Technical
B. Communication
C. Mathematical
D. Abstract reasoning
E. Mechanical
Q:
Which of the following statements is true of communication skills at entry-level jobs?
A. Communication skills are not important, since new employees do not communicate with others.
B. Communication skills are ranked relatively low among the qualities which employers look for.
C. Communication skills are required for understanding instructions and for asking questions.
D. Communication skills are not necessary if a person has good reasoning and technical skills.
E. Communication skills are not required, because people at entry-level jobs do not have writing responsibilities.
Q:
An example of an interpersonal nonverbal signal of authority is a company executive:
A. sitting at the head of a conference table at a board meeting.
B. greeting the executives of another company with weak handshakes.
C. writing a progress report on a campaign activity.
D. sending out an e-mail announcing a new policy.
E. presenting a report on a project recently completed.
Q:
_____ are a type of nonverbal communication.
A. Pictures
B. Presentations
C. E-mails
D. Memos
E. Informal meetings
Q:
Loretta, a professor, recently gave a presentation on over-consumerism and its impacts. The presentation was a huge success, mainly because she used a lot of nonverbal communication which drew the audience's attention and made the presentation interesting. Which of the following is a form of nonverbal communication that Loretta must have used in her presentation?
A. Anecdotes
B. Narrations
C. Quotations
D. Graphics
E. Jokes
Q:
Which of the following is an example of verbal communication?
A. Logos
B. Gestures
C. Eye contact
D. Pictures
E. Tweets
Q:
When receiving feedback on a message, it is important not only to know if a message succeeded or failed, but also to know the reasons it succeeded or failed.
Q:
Rodrigo has to design an invitation to a corporate event. While designing the invitation, he should not put himself in the reader's situation, because that might distract attention from the purpose of the message.
Q:
Fredrick is creating a brochure. To make the brochure more appealing, he should use paragraphs with more than eight lines.
Q:
Aldo, a manager, is writing an e-mail to his subordinates informing them about the new office rules. While writing the e-mail, he should identify many benefits in the new rules, and ensure that the benefits are adapted to the needs of his subordinates.
Q:
When a message includes an argument for a decision, reasons and audience benefits are always financial in nature.
Q:
While communicating with a client, Karen, a sales executive, should consider all characteristics of the client including those which may seem irrelevant.
Q:
In order to solve a problem, it is essential to develop several solutions and measure them against the audience and purposes.
Q:
How detailed a message should be depends upon the kind of message, the purposes of the message, the audiences for the message, and the corporate culture.
Q:
Oral channels are better for group decision making, and allow misunderstandings to be cleared up more quickly.
Q:
E-mails are a more formal mode of communication than presentations.
Q:
It is mandatory to follow the same standard conventions in all organizations across the world.
Q:
Conventions in business communication help people recognize, produce, and interpret different kinds of communications.
Q:
Dejuan has to send a newsletter to all the employees. While addressing the employees in the newsletter, he should treat them as people, not as numbers.
Q:
"When writing a document, you should place the main point in the middle of a long first paragraph in order to keep the reader from skipping information."
Q:
The best way to keep an audience involved in a presentation is to make them guess what the presenter wants to convey.
Q:
Poor writing may need to be rewritten and frequently brought to other people for help.
Q:
How quickly a document can be read is determined by the difficulty of the subject matter and by the document's organization and writing style.
Q:
"The cost of hardware to store e-mail is much higher than the cost to administer and maintain archives."
Q:
Oral communication is always for internal audiences in an organization and written communication is strictly created for external audiences.
Q:
Unlike his boss, Mitchel, who is an entry-level engineer, does not require skills in reasoning, mathematics, and communication.
Q:
Liker (2011) correctly emphasizes that organizational change cannot be sustained without the proper philosophy and values that are consistently applied before, during and after the change efforts. Use an example of where change cannot be sustained without proper philosophy and value.
Q:
Discuss Schlesinger et al.'s advantages and disadvantages of seven tactics for dealing with resistance to change. Include in your discussion of the advantages a situation where each tactic could be effective.
Q:
A) Identify and define these categories.
B) Assuming that change is necessary, discuss the communication strategies one might use when dealing with people in each of these categories.
Q:
Meier identifies three classifications of problems in decision-making related to quality and acceptance of solutions. List these and provide examples of situations appropriate to each.
Q:
Your text presents the Ten Commandments of Implementing Change. List each one and discuss why they are so vital.
Q:
Describe the influence of on group interaction.
Q:
(A) Define self-directed work team, (2) identify how it can help the organization, and (3) note the responsibilities self-directed work teams can take on that work groups traditionally have not done in the past.
Q:
Your parents have received Fulbright scholarships to do research in Brazil for one year. This will be a major change for you and your younger siblings. Tubbs notes four important factors to remember in overcoming resistance to change. Keeping these factors in mind, what advice would you give your parents so that this change will not be so difficult for the family.
Q:
Henry Ford Health System in Michigan, an organization of over twenty-one thousand employees and one thousand doctors, used __________________ to introduce ground breaking organizational change
Q:
The tactic for overcoming resistance to change that involves giving an individual a desirable role in the design or implementation of change is called __________________.
Q:
Decisions regarding the purchase of materials would be categorized as decisions involving _________ acceptance and _________ quality.
Q:
Kurt Lewin (1951) states that any situation occurs as a result of the combination of various competing forces. This notion is referred to as the ________________ analysis
force field
Q:
_______________________ is morale or feelings of belongingness.
Q:
A(n) _______________ is defined as an intact group of employees who are responsible for a "whole" work process or segment that delivers a product or service to an internal or external customer.
Q:
The formula ED = Q x A stands for ___________________________________.
Q:
__________ productivity = ______________ productivity - losses due to faulty process
Q:
According to Schlesinger et al., in situations involving resistance to change where speed is essential, coercion may be the leader's only alternative.
Q:
The only workable tactic for dealing with resistance to change is education.
Q:
According to Schlesinger et al., change can occur only when sufficient dissatisfaction with the status quo is present in key individuals or groups.
Q:
According to the text, there are no decisions where there are high-acceptance, low-quality requirements.
Q:
According to Maier, decisions regarding expansions, new product development, and decentralization can be made by experts because the need for acceptance is relatively low.
Q:
According to the reading by Maier, the usual conception of effective decision-making has emphasized a quality dimension rather than acceptance of the solution.
Q:
Setting ground rules for the virtual group is important, according to Tubbs.
Q:
Research on the use of teams shows that the use of teams in hospitals DOES NOT improve information sharing.