Q&A Hero

Q: A(n) ________ communication climate is one that promotes candor, honesty, and the sharing of negative information. A) free-flowing B) liberal C) virtual D) open E) none of the above

Q: "Knowledge workers" are A) employees who are responsible for orienting new executives. B) charged with periodically testing all employees for proper training. C) employees who are not on the payroll, but instead work for the knowledge they can gain from the experience. D) employees at all levels of an organization who specialize in acquiring, processing, and communicating information. E) no longer needed, since the Internet provides employees with all the information they require.

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. E) ethics contract.

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 E) Sharing a negative earnings report with your supervisor

Q: Which of the following is an example of an ethical dilemma? A) Deciding whether or not to inform employees that layoffs are coming as they work on finishing a big project 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 E) Deciding whether to use your corporate credit card to buy fuel for a personal trip

Q: With the exception of ________, all of the following represent unethical communication. A) using technical jargon B) selective misquoting C) distorting visuals D) plagiarizing the work of others E) omitting information that doesn't support your argument

Q: Which of the following is not a characteristic of ethical communication? A) It includes all relevant information. B) It is intended to hide some negative information. C) It is true in every sense. D) It is not deceptive in any way. E) It is vital for formal communication, but less important for informal.

Q: The accepted principles of conduct that govern behavior within a society are known as A) laws. B) social guidelines. C) ethics. D) protocols. E) 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 E) "Going green" by removing all electronic devices (except telephones) from the office

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 the use of information technology can waste as much time as it saves. D) frustration surrounding incompatibility between Apple and Microsoft operating systems. E) none of the above.

Q: Information overload is A) a real problem that can lead to exhaustion and interfere with personal relationships. 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) especially prevalent among elderly Americans. E) 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) A small business owner rents sign space on neglected downtown buildings to promote revitalization efforts. E) All of the above are examples of Business Communication 2.0.

Q: The 2.0 approach to business communication differs from the traditional approach because it encourages audiences to A) become active participants in the communication. B) listen compliantly and passively. C) absorb the information the sender shares. D) remain aloof when communicating in business. E) use introspection as the pathway to success.

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) are European. E) 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) publication, conversation D) permission, intrusion E) receivers, senders

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) the informal, abbreviation-laden writing style of today's younger generation. E) 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. E) do none of the above--communication is a simple process that everyone is naturally good at.

Q: A corporate executive who's staked her reputation on an aggressive advertising strategy might use ________ to distort or ignore evidence that suggests the strategy isn't succeeding. A) discrimination B) misapprehension C) selective perception D) stereotypical receptivity E) counterintuitive modeling

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) Address the audience's wants and needs. C) Use words, images, and designs that are familiar. D) Consider audience expectations. E) Ensure ease of use.

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. E) social media.

Q: The final step in the communication process is A) receiving the message. B) sending the message. C) the audience providing feedback to the sender. D) interpreting the message. E) decoding 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. E) evaluates his or her options.

Q: An audience-centered approach to communication involves A) saying whatever it takes to win over the members of your audience. B) embedding a layer of technology between you and the members of your audience. C) respecting, understanding and meeting the needs of your audience. D) focusing on how the members of your audience can help you obtain your goals. E) doing 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) tend to decrease employees' dependence on the Internet. E) 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 E) Circular

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. E) there is a lack of gender balance among the employees.

Q: Every organization has ________, which encompasses all communication that occurs outside the lines of command in the company's organizational structure. A) an online social networking presence B) an extraneous communication network C) an informal communication network D) an internal communication network E) a transitional communication system

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) an email message that sparks a chain of multiple replies. E) 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. E) a conversation between colleagues that quickly becomes hostile.

Q: The termcorporate 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. E) the heavy influence business has had on our society.

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) modern structure E) 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. E) makes internal conflict more difficult to manage.

Q: Business communication is often more demanding than social communication because communication on the job is affected by the A) pervasiveness of technology. B) growing reliance on teamwork in business. C) globalization of business. D) increasing value of business information. E) 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. E) They are short.

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

Q: Improving your communication skills will enhance your career because A) having great ideas won't help you much, unless you can communicate them effectively. B) the higher you rise in an organization, the more important your communication skills will be. C) you'll need to connect with decision-makers outside of your area of expertise. D) you may need to communicate without the support of an established company network. E) all of the above.

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

Q: Which of the following résumé formats are likely to be incompatible with traditional applicant tracking systems and screening habits of recruiters? A. PDF file résumés B. Online résumés C. Infographic résumés D. Microsoft Word file résumés E. Printed scannable résumés

Q: Flexibility and multimedia capabilities are an advantage in what type of document? A. Printed traditional résumés B. PowerPoint to supplement a résumé C. Online résumés D. PDF file résumés E. Electronic plain text file résumés

Q: For most business opportunities, what design elements will help recruiters pick out the key pieces of information needed quickly and efficiently? A. Easy to read layout, use of white space and clear typefaces B. Easy to read layout, bold graphical elements and clear typefaces C. Bold graphical elements, multiple typefaces and color D. Bold graphical elements, multiple fonts and use of white space E. Use of white face, multiple typefaces and bold graphical elements

Q: When determining a design strategy for your résumé, what considerations should influence your design decision? A. The audience, your goals, and your resources B. Your goals, your resources, and current trends C. Your headings, your embedded links, and your audience D. The resources of the organization, the applicant tracking system used, and your field of expertise E. The audience, included data and availability of infographics

Q: When revising the résumé, what should be emphasized? A. Format B. Channel and medium C. Scannability D. Distribution methods E. Clarity and conciseness

Q: Identify and discuss key essential sections of a résumé, and information that specifically should be excluded from the résumé.

Q: Identify the writing style that should be used when composing a résumé, and discuss ways to implement this writing style.

Q: Discuss important points to remember when planning to write a résumé.

Q: Your email address should be personalized and be an extension of your personality.

Q: Your Grade Point Average (GPA) does not have to be included on the résumé, or you can include just the GPA in your major field of study.

Q: The Work Experience section of the résumé should include generic responsibilities of the job and volunteer work.

Q: Employers generally look positively on applicants who are active and concerned members of the community.

Q: A Social Security number should always be included on a résumé.

Q: Which of the following is the best way to handle the need for references when applying for a position? A. Indicate "References Available Upon Request" on the résumé. B. Include a list of references and contact information on a second page of the résumé. C. Include references only if you need to fill up extra white space in the résumé. D. Prepare a list of references and their contact information for the interview, but not the résumé. E. Prepare a list of people you have worked for in the past, along with their contact information, and use only previous employers as references.

Q: On your résumé, which of the following can often be a valuable asset to an employer? A. Names of references B. Marital status C. Military experience D. National origin E. Names of previous supervisors

Q: Which of the following can safely be included in a résumé? A. Information on physical characteristics B. Information on gender and sexual orientation C. Information on volunteer work at a not-for-profit organization D. Information on political affiliation E. Salary history

Q: In the Activities and Achievements section of the résumé, what types of activities or achievements should generally be included? A. Membership in political organizations B. Activities that indicate leadership and teamwork C. Activities for religious organizations D. Activities that include personal data E. All volunteer efforts

Q: In the Work Experience section of the résumé, what positions should receive the largest write up? A. The position that is most closely related to the target position B. The position that you enjoyed the most C. The position where you feel you learned the most D. The position with a title that indicates leadership and managerial potential E. The position you worked at the longest

Q: How should jobs be listed in the Work Experience section of the résumé? A. Most important first B. Military service first C. Grouped by full time, part time, internships and temporary jobs D. Chronologically E. Reverse chronological order

Q: What should be the focus of the Work Experience section of the résumé? A. Responsibilities of the job B. Job title C. Reason for leaving the position D. What was accomplished in each position E. Volunteer efforts

Q: To show how your past can contribute to an employer's future, what should be included in the résumé? A. Overall G.P.A. B. Honors and Awards C. Work and Volunteer Experience D. Extracurricular Activities E. High School

Q: Which of the following is often the strongest selling point for recent college graduates, and should be highlighted on a résumé? A. Career Summary B. Work Experience C. Volunteer Activities D. Education E. Honors and Awards

Q: For a manager who has demonstrated the ability to manage increasingly larger and more complex business operations, what should be included in the résumé? A. Career Objective B. Summary of Qualifications C. Career Summary D. Work History E. Accomplishments

Q: If you have unique, strong or important qualifications, but don't have a lot of work experience, what should be included in the résumé? A. Career Objective B. Summary of Qualifications C. Career Summary D. Work History E. Accomplishments

Q: Offering the employer a brief view of your key qualifications can be done in which section of the résumé? A. Summary of Qualifications B. Career summary C. Work History D. Accomplishments E. Career Objective

Q: In the Introductory statement, identifying a specific job you want is an example of what? A. Qualifications summary B. Targeted search C. Career summary D. Keyword search summary E. Career objective

Q: Which of the following should not be included in the contact information section of your résumé? A. Temporary address B. Cell phone number C. Land line number D. Work email address E. URL to a personal webpage or e-portfolio

Q: Which of the following word types are most likely to be read and identified by an applicant tracking system? A. Verbs B. Action verbs C. Proper nouns D. Nouns E. Adjectives

Q: To increase the likelihood of a résumé generating "hits" in an applicant tracking system, what should be incorporated? A. Multiple pages B. Infographics C. Keywords and phrases used by the employer D. Symbols such as numbers and ampersands E. New Times Roman font

Q: How do most recruiters search for résumés that are most likely to match the requirements of a particular job? A. Using a keyword summary B. Using keyword searches C. Using an online search engine such as google D. Using hard copies of résumés E. Using employee referrals

Q: Which of the following is an example of an active statement in a résumé? A. Assisted in implementing new campus dining program that balances student wishes with cafeteria capacity B. I won a trip to Europe for opening the most new customer accounts in my department C. I was in charge of customer complaints and all ordering problems D. Responsible for developing a new filing system E. Excellent team player and detail oriented

Q: To create active statements that show results, which of the following should be included? A. Small details whenever possible B. General claims C. Action verbs D. Claims that express your ability to be a team player E. Quantified results to the most important claims

Q: When writing the résumé, which of the following writing styles is most effective? A. Make liberal use of the word "I" B. Use an indirect writing style C. Use complex and detailed sentences that sound most impressive D. Use short and direct phrases E. Use whole sentences that focus on the reader's needs

Q: Researching the target audience takes place during what phase of the writing process? A. Planning B. Writing C. Completing D. Revising E. Distributing

Q: When determining whether to write a scannable résumé, an online résumé, or a plain text PDF file, what step in the writing process is being considered? A. Choosing the channel and medium B. Adapting to your audience C. Producing the message D. Distributing the message E. Analyzing the situation

Q: Which of the following can be used on the résumé to overcome gaps in work history? A. Itemize each position held in detail. B. Focus exclusively on experience and skills that relate to the position. C. Include information regarding salary and reasons for leaving positions. D. Group all work experience under a single heading. E. Highlight volunteer, education or community work that take place during those gaps in employment.

Q: What can be done on the résumé to minimize the impact of frequent job changes? A. Highlight other accomplishments. B. Stress academic qualifications. C. Group similar work under one job heading. D. Use volunteer work to fill in the gaps in the work history. E. Leave off dates of employment.

Q: Which of the following résumé formats allows a user to highlight capabilities and education without raising concerns that there might be issues to hide in the past? A. Functional B. Combination C. Traditional D. Online E. Chronological

Q: Which of the following is an important consideration before choosing to use a functional résumé? A. Functional résumés often lack evidence of job experience. B. Most managers prefer functional résumés. C. Functional résumés can highlight academic qualifications. D. Functional résumés minimize specific job skills gained in previous positions. E. Functional résumés are the most common résumé format used today.

Q: When wanting to minimize a lengthy period of unemployment, what type of résumé would work best? A. Online B. Traditional C. Combination D. Chronological E. Functional

Q: When wanting to stress areas of competence rather than job history, which of the following résumé formats should be used? A. Online B. Traditional C. Chronological D. Functional E. Combination

Q: Which of the following résumé types emphasizes skills and capabilities, rather than employers and academic experience? A. Chronological B. Combination C. Functional D. Traditional E. Online

Q: When discussing positions held, what information should be included for each position? A. Name of employer, dates worked and salary B. Name of employer, job title and dates worked C. Name of employer, job title and reasons for leaving D. Name of employer, reasons for leaving and salary E. Name of employer, dates worked and reasons for leaving