Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Business Communication
Q:
Which of the following involves the use of a secondary source?
A) talking to the entry-level employees about why the duties are not being properly executed
B) surveying other companies who outsource the kinds of duties you are looking to outsource
C) reading a journal article about the perceived versus actual cost effectiveness of outsourcing
D) discussing the situation with your boss
E) speaking to outsourcing service providers about some options
Q:
The stage where a couple might come up with "our song" is
a. initiating.
b. experimenting.
c. intensifying.
d. integrating.
e. bonding.
Q:
In every culture, it's safe to assume that people view material comforts earned by individual effort as a sign of superiority.
Q:
At your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested and asks you to research and recommend a service provider.
In this case, which of the following is the best example of a primary source?
A) the website of an outsourcing service provider that you are considering
B) a Wikipedia article about the popularity of outsourcing
C) a journal article about the impact of outsourcing on a company's bottom line
D) a research report discussing the effects of outsourcing on the overall economy
E) a textbook chapter about the ethical implications of outsourcing
Q:
Facial expressions are
a. the easiest nonverbal messages to decode accurately.
b. often difficult to understand because of their rapid rate of change.
c. rarely genuine and therefore impossible to decode.
d. limited; relatively few emotions are shown in the face.
Q:
As a rule, your colleagues and customers around the world will use the same communication tools that you use.
Q:
Which of the following statements is true of primary sources?
A) Primary sources provide raw data.
B) Primary sources exclude surveys and interviews.
C) Primary sources include Wikipedia and various encyclopedias.
D) Primary sources are only qualitative.
E) Primary sources include research reports written by the researchers themselves.
Q:
People who subscribe to the fallacy of perfection believe
a. everyone is perfect except them.
b. there's no point in striving for perfection since it is unattainable.
c. a worthwhile communicator should be able to handle any situation with complete confidence and skill.
d. perfection requires much practice.
Q:
Born after 1996, Generation Z is the first full generation to be born after the World Wide Web was invented.
Q:
At your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested and asks you to research and recommend a service provider.
Which of the following best articulates the research question you have been asked to explore?
A) Is it fair to make entry-level employees do this additional work?
B) How can we train the entry-level employees so that they will be able to perform these tasks in a more efficient manner?
C) Which outsourcing service provider would be the best for us?
D) Is outsourcing the best solution to our problem?
E) Why aren't our entry-level employees responsible enough to get this work done themselves?
Q:
When Joe hangs his framed medical degrees on his office wall he is managing his identity through
a. appearance.
b. manner.
c. setting.
d. image.
Q:
Cultural context refers to the pattern of physical cues, environmental stimuli, and implicit understanding that conveys meaning between members of the same culture.
Q:
Which of the following is true regarding business research?
A) Business research shouldn't follow a structured process.
B) The biggest challenge in business research is starting with a general topic and developing a research question.
C) Understanding what you are looking for and where to look for it will benefit you in business research.
D) The credibility of your information source is unimportant in business research.
E) Unlike academic research, business research does not require you to conduct background research before you actually start exploring your specific question.
Q:
INSTRUCTIONS: Match the following statements with the appropriate part of the assertive message format.
a. feeling
b. behavior
c. interpretation
d. consequence
e. intention
Q:
Differences in ________, such as hand gestures and eye contact, are a major source of misunderstanding during intercultural communications.
A) contextual cues
B) nonverbal signals
C) situational enhancements
D) proverbial exchanges
Q:
Which of the following statements is most likely to be true of academic research?
A) The goal of most academic research is for the researcher to learn.
B) It does not prepare you for the research you will need to do in the workplace.
C) The aim of the research is to find, analyze, and organize information that will solve a problem.
D) The skills required for it are not applicable to workplace research.
E) Its starting point is typically a specific question or problem.
Q:
The degree to which the partners in an interpersonal relationship like or appreciate one another is called
a. appreciation.
b. self-respect.
c. the communication of honesty.
d. affinity.
e. the like-love phenomenon.
Q:
A company that emphasizes ________ will encourage short-term sacrifices for the promise of better outcomes in the long term.
A) a deterministic outlook
B) a live-for-the-moment mentality
C) an orientation toward the future
D) a laissez-faire approach to planning
Q:
Which of the following is true of workplace research?
A) Its starting point is a topic.
B) The goal of most workplace research is for the researcher to invent a new product.
C) Employers will expect you to have all the information you need at your fingertips.
D) You will need to find appropriate sources.
E) It requires skills completely different from those used in academic research.
Q:
If you see someone smiling, you could interpret this communication to mean
a. the other is friendly.
b. the other is happy.
c. the other wants to communicate.
d. the other is faking something.
e. any of the above
Q:
In a given culture, prevailing customs and attitudes that pertain to roles and status will influence the
A) attitudes about instant gratification and long-term investing.
B) expectations for who communicates with whom, what they communicate, and in what way.
C) level of tolerance for people from other cultures or with divergent points of view.
D) flexibility with which employers and workers plan each business day.
Q:
Which of the following assignments would require you to conduct research and share the results?
A) investigating why product sales are low
B) implementing a new code developed by your colleague
C) adding the results that you have just received to your report
D) organizing a marketing team meeting
E) sending an apology email to the client for delay in delivery
Q:
Which of the following is true of debilitative feelings?
a. They often last a long time.
b. They keep you from functioning effectively.
c. They are intense.
d. They are a product of your beliefs.
e. All of the above are true of debilitative feelings.
Q:
Identify and discuss five tips that can help you use the phone confidently and professionally.
Q:
Of all the features in your message, the ________ has the most power to influence the audience to accept your bad news.
A) desired business result
B) audience's anticipated reaction
C) justification behind the bad news
D) silver lining, or hidden benefit of the bad news
E) apology
Q:
The characteristic ways you think and behave across a variety of situations describes your
a. self-concept.
b. personality.
c. self-esteem.
d. self-worth.
e. none of the above.
Q:
While having lunch with a client, what should you do with the business papers you brought to discuss? Why?
Q:
Your audience's reaction to the bad news you must deliver ________.
A) will not greatly impact the content that you develop for your message
B) will always be the same – angry and disappointed – so no additional analysis on this subject is necessary
C) can be exactly predicted using the ACE process
D) should be anticipated by thinking about the situation from their perspective
E) will vary so much from case to case that it is not worth the effort to try to determine it
Q:
INSTRUCTIONS: Match the following statements with the appropriate part of the assertive message format.
a. feeling
b. behavior
c. interpretation
d. consequence
e. intention
Q:
According to the theory of nonverbal communication, touch
A) is the least important form of nonverbal communication.
B) is the great equalizer, putting people of different status on the same footing.
C) should be completely avoided in all business situations.
D) is governed by cultural customs that establish who can touch whom and when.
Q:
Before ________ a bad-news message, ________ the situation by asking yourself several questions that help you develop content and choose the best medium.
A) analyzing; evaluate
B) analyzing; compose
C) composing; encode
D) composing; analyze
E) evaluating; compose
Q:
Whenever we discuss a relationship with another, we are
a. arguing.
b. improving our relationship.
c. self-disclosing.
d. metacommunicating.
e. receiving double messages.
Q:
Which of the following statements about nonverbal communication is false?
A) Facial expressions are a primary means of conveying emotions.
B) A person's voice carries both intended and unintended nonverbal cues.
C) Nonverbal signals can be used to assert both authority and intimacy.
D) Mastering nonverbal signals will allow you to "read someone like a book."
Q:
Angelina has to reject an employee's request for time off, and is trying to determine the best medium to deliver this message. She is also thinking about what the employee's reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process for delivering bad-news messages?
A) analyzing
B) addressing
C) composing
D) critiquing
E) evaluating
Q:
INSTRUCTIONS: Match each statement below with the appropriate defense-arousing behaviors.
a.
b. control
c. neutrality
d. superiority
e. certainty
Q:
Differentiate among the three primary types of listening.
Q:
Which of the following questions is a part of the analyzing stage of the ACE process for delivering bad news ?
A) Have I avoided legal complication?
B) Is the bad news stated clearly and sensitively?
C) Should I include an apology?
D) Should I begin with the bad news or lead up to it?
E) How can I clearly phrase the bad news?
Q:
A study of 78 Internet dating profiles showed that about __________ percent strayed from the truth on some level.
a. 20
b. 50
c. 65
d. 80
e. 98
Q:
List at least three strategies to keep your mind from wandering while listening to a speaker.
Q:
A coworker asks for your help on a project but you are busy with other responsibilities and won't be able to assist her. Which of the following is the most accurate statement about this situation?
A) You should clearly and sensitively tell your coworker that you are unable to help.
B) Since she is a colleague and not your superior this is not an example of a bad-news message.
C) It is an informal situation and does not require the news to be conveyed sensitively.
D) You should say nothing and hope that your coworker gets the message that you are too busy to help her.
E) To let her down gently, you should tell your coworker that you'll try to help her even though you know your schedule won't permit it.
Q:
Which of the following is one of the suggestions Annie Donnellon makes to the sighted for improving communication with the visually impaired?
Q:
List at least three benefits of effective listening in business.
Q:
Which of the following statements would be best to include in a letter turning down someone who applied for a job?
A) We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position.
B) We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate.
C) Unfortunately, we were more impressed by the other candidates.
D) We don't think that you are the right fit for this position at this point in time.
E) After much consideration, we have offered the position to another candidate.
Q:
Writing out your feelings will not have the same benefit as expressing them verbally.
Q:
Selective listening is an important skill for professionals, since it helps them filter out information that is not relevant to their jobs.
Q:
Gavin purchased an MP3 player at a large electronics retailer. When his device stopped working he emailed the store to inquire about a repair or replacement device. Gavin received a reply from a customer service representative, thanking him for his inquiry and resolving to try to help him. The representative stated that it might be the manufacturer, not the store itself, who should handle this type of problem. She thanked him again for his business and encouraged him to continue shopping at the retailer. Which of the following statements accurately describes the customer service representative's job of delivering bad news?
A) Her message was insensitive and likely offended Gavin.
B) Her message provided all the required information to Gavin.
C) Her message was unclear and will likely result in further communication from Gavin.
D) Her message effectively balanced all four goals of communicating bad news.
E) Her message is using the technique of refutation to convey the bad news.
Q:
A "significant other" is best defined as
a. a powerful adult.
b. a person who is likely to or has affected one's self-concept.
c. a totally supportive person.
d. an extremely negative influence.
Q:
Your ability to listen effectively will have little effect on your long-term career prospects.
Q:
One of the four goals of delivering bad news is to ________.
A) state the news clearly, yet sensitively
B) protect the audience's self-esteem by only hinting at the news
C) offend your audience if necessary to get the message across
D) gloss over the facts that may cause legal complications
E) budget additional time to re-explain the message
Q:
INSTRUCTIONS: Match each statement below with the appropriate defense-arousing behaviors.
a.
b. control
c. neutrality
d. superiority
e. certainty
Q:
The primary goal of empathic listening is to solve the speaker's problem.
Q:
Why are bad-news messages challenging to compose?
A) They must be lengthy and vague to avoid legal consequences.
B) They require you to achieve a number of goals that are incompatible at first glance.
C) They make it impossible to maintain your audience's goodwill.
D) They force you to offend your audience.
E) They demand that you begin with the bad news, thus standing a good chance of alienating your audience from the start.
Q:
Which of the strategies for managing dialectical tensions are most effective, according to research?
a. balance
b. integration
c. recalibration
d. reaffirmation
e. b, c, and d are seen as the most productive
Q:
Now that technology is so vital in the workplace, few executives view listening as an important skill.
Q:
If you communicate bad news ineffectively, you risk ________.
A) getting immediate feedback
B) losing customers, clients or employees
C) that the news is accepted as final
D) being blamed for the incident that led to the news
E) being overloaded with work
Q:
Which of the following is an accurate statement about the way some women's voices rise in pitch at the end of a sentence?
a. Women who speak this way are perceived as timid and lacking in self-confidence.
b. Women who speak this way are perceived as cooperative.
c. Women who speak this way to convey a cooperative tone might be perceived as hesitant.
d. All of the above.
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:
Discuss why it is especially important to communicate bad-news messages in ways that will maintain the audience's goodwill in our increasingly technological age.
Q:
It is possible to "catch" someone else's mood.
Q:
Selective listening refers to
A) a highly focused form of listening.
B) letting one's mind wander until something personally relevant is said.
C) a form of defensive listening.
D) listening only long enough to get a word in edgewise.
Q:
Discuss how the legal liabilities of bad news might be affected by the delivery of the message.
Q:
The term "self-concept" refers to
a. the sum of one's physiological, social, and psychological attributes as perceived by an impartial observer.
b. the way an individual believes others perceive her/him.
c. the total of an individual's own beliefs about his/her physical characteristics,
intelligence, aptitudes, and social skills.
d. the sum of one's psychological, social, and physical attributes as perceived by a significant other.
e. none of the above.
Q:
The first step in the basic listening process is
A) physically receiving the message.
B) interpreting the message.
C) evaluating the message.
D) encoding the message.
Q:
Discuss whether or not an apology should be part of a bad-news message.
Q:
INSTRUCTIONS: Match each statement below with the appropriate defense-arousing behaviors.
a.
b. control
c. neutrality
d. superiority
e. certainty
Q:
Within 48 hours, people tend to forget approximately ________ percent of what was said in a 10-minute conversation.
A) 1
B) 10
C) 50
D) 90
Q:
When conveying a bad-news message, how might the use of the word "you" be interpreted?
Q:
Agreeing to rules about how often couples will or won"t talk and text via cell phones can help to manage which dialectical tension?
a. connection vs. autonomy
b. openness vs. privacy
c. predictability vs. novelty
d. denial vs. disorientation
e. none of the above
Q:
A reliable employee you supervise has come to speak with you about a leave of absence related to personal issues. To understand her feelings and needs, you should engage in
A) content listening.
B) empathic listening.
C) critical listening.
D) sustained listening.
Q:
Business is bad and you need to cut costs by reducing your employees' work hours or by eliminating several positions. You plan a meeting with your employees to discuss this situation.
You consider using the buffer mentioned below to begin your remarks. Discuss whether or not using a buffer is a good idea, and how this particular example will meet your objectives:
"I am grateful that you have all worked hard this past year to keep costs down and try to increase sales, and we are thrilled to announce that our customer satisfaction rating is at an all-time high."
Q:
It is possible in increase your physical attractiveness through posture, gestures, and facial expressions.
Q:
If you are engaging in critical listening, your goal is to
A) understand and retain information.
B) understand the speaker's feelings, needs, and wants.
C) evaluate the logic and validity of the message.
D) appreciate the speaker's point of view.
Q:
Your bid to set up the computer system at Evergreen, a small local business, was accepted. Today you found out that the software that Evergreen's systems require just had a price increase, so your bid will need to increase to reflect this change. As you plan your message to notify Evergreen of the increase, you consider not telling them the reason for it, as you don't think they need to be bothered with the technical details. Why might this backfire on you? What might you do in your message to soften the bad news?
Q:
Suppressing your emotions is never appropriate or constructive.
Q:
Some people use ________ to tune out anything that doesn't conform to their beliefs or their self-images.
A) empathetic listening
B) constricted listening
C) egocentric listening
D) defensive listening
Q:
Stacey runs a small technology company. She has tried to retain all her staff, but her business is losing money and she has no alternative but to let several employees go. These workers are professional, loyal, and highly effective, but Stacey can no longer bear the expense of their salaries and benefits. She feels terrible about letting these employees go, and even somewhat guilty that she couldn't improve the bottom line enough to save their jobs. As the business is a technology company, much of the communication is done via email, text messaging, etc. How would you advise Stacey to convey to the employees that they are fired?
Q:
All of the following are true of the self-concept except that
a. it is objective.
b. it is changing.
c. it is, in part, a product of interaction with others.
d. it is, in part, a product of our early childhood experience.
Q:
An effective listener tries to practice ________ in an effort to hear and understand what the other party is saying.
A) emphatic listening
B) critical listening
C) active listening
D) content listening
Q:
Discuss the ramifications of firing by email or text message.
Q:
INSTRUCTIONS: Match each statement below with the appropriate defense-arousing behaviors.
a.
b. control
c. neutrality
d. superiority
e. certainty