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Business Communication
Q:
When a receiver offers a smile when reading a message, the sender can be assured the message has been well received.
Q:
Most formal reports use generic headings to identify the topic of each section.
Q:
Which of the following is one of the most common uses of social media among U.S. businesses?
A. Starting conversation threads to end users
B. Communicating with stakeholders
C. Allowing employees to voice concerns
D. Monitoring online discussions about a company
E. Increasing the publishing mindset amongst employees
Q:
The indirect approach is an appropriate organizational plan when you expect the reader to be resistant to the conclusions and recommendations in your report.
Q:
Which of the following is an advantage of using the Social Communication Model in shaping messages?
A. People can take pieces of the communication based on interest.
B. The message is well controlled by the sender.
C. There is less information overload as users only take what is of most use to them.
D. There is increased productivity and increased employee engagement.
E. Conversational threads are easier to respond to.
Q:
The direct approach is preferred when the report topic is very complex and needs detailed explanations to help the reader understand and accept the conclusions.
Q:
Which of the following would be an example of an effective use of the Social Communication Model?
A. Using email to send interoffice memos
B. Sharing information on a blog
C. Using instant messaging to update team members on the status of a project
D. Using virtual meetings
E. Town hall meetings for new product launches
Q:
Conclusions are often given at the beginning of a report.
Q:
A communication method/model that is open to all who wish to participate is considered which of the following?
A. Communication Process Model
B. Web based Communication Model
C. We Talk, You Listen Model
D. Social Communication Model
E. Broadcasting Model
Q:
For analytical and recommendation reports, the most logical organization is by criteria.
Q:
During what step of the Communication Process Model does the receiver's motivation and ability to remember to act on a message become most important?
A. When providing feedback
B. When responding to the message
C. When receiving the message
D. When decoding the message
E. When selecting the message
Q:
In a recommendation report, you should explain the other alternatives you investigated before presenting the one you recommend.
Q:
The influence of culture, thinking styles and moods can have the greatest impact on what step of the Communication Process Model?
A. Encoding the message
B. Transmitting the message
C. Decoding the message
D. Responding to the message
E. Providing feedback
Q:
The findings in most reports are organized in chronological order.
Q:
Evaluating the effectiveness of a message is most often accomplished in which stage of the Communication Process Model?
A. The sender has an idea.
B. The sender produces the message in a transmittable medium.
C. The audience receives the message.
D. The audience decodes the message.
E. The receiver provides feedback.
Q:
The purpose of selecting an organizational basis for your findings is to show order, logic, and unity.
Q:
The ability of the receiver to determine the main idea of the message is known as what?
A. Encoding
B. Channel
C. Medium
D. Reading
E. Decoding
Q:
For busy readers a writer must "frontload" the opening by grabbing the reader's attention in the first paragraph.
Q:
When using a PowerPoint presentation to develop a sales message, the communicator is using PowerPoint as which of the following?
A. Random noise
B. Channel
C. Delivery system
D. Medium
E. Encoding device
Q:
Internal proposals may be written in an email textbox.
Q:
The method used to share an idea with an audience is called what?
A. Channel
B. Encoding
C. Medium
D. Decoding
E. Delivery
Q:
A text-based report is written as a narrative.
Q:
When a communicator expresses an idea with words or images, they are doing which of the following?
A. Encoding the idea as a message
B. Writing the idea into a message
C. Sharing the idea as a message
D. Transmitting the idea to the audience
E. Developing the idea they want to communicate in the message
Q:
Reports written in programs such as Microsoft Word are still common, but more companies, particularly financial services and consulting firms, are using programs such as PowerPoint for reports that combine text and graphics.
Q:
The motivation for writing a business message will help determine and shape which of the following?
A. Audience reaction to the message
B. Audience acceptance to the message
C. Audience understanding of the message
D. The effectiveness of the message
E. The nature of the idea
Q:
When you write a report you follow these steps: planning, drafting, revising, and proofreading.
Q:
Discuss ways in which mobile technology is challenging the way in which businesses communicate.
Q:
Decision makers may prefer shorter documents as time-saving devices.
Q:
Describe what the six distinct traits of professionalism are.
Q:
When you synthesize data, you look at how the tables and charts explain or deviate from the trends you are interpreting.
Q:
Audience-centered communication is based on objective, fact based information, not etiquette or other social norms.
Q:
When analyzing data, first look at each piece alone, then look at each in combination with other data, and finally synthesize all your findings.
Q:
Before you begin interpreting data, be sure the information is relevant, complete, and accurate.
Q:
Digital information fluency is often expected of employees by employers.
Q:
You should reinforce key points in your report by presenting the information in both tables and charts.
Q:
Which of the following represents the expected norms of behavior in a particular situation?
A. Ethics
B. Professionalism
C. Being a team player
D. Etiquette
E. Communication
Q:
A communicator's ability to listen, understand and meet the needs of the reader is an example of what type of communication?
A. Audience-centered
B. Etiquette based
C. Digital
D. Chain of command
E. Ethical
Q:
Charts are easier to comprehend and interpret when they are presented in a three-dimensional format.
Q:
Professionalism includes knowing how to contribute to a larger cause, and includes ________.
A. Being positive
B. Being ethical
C. Being a team player
D. Being dependable
E. Being respectful
Q:
The purpose of including both personal and impersonal language in a bad-news message is to
a. separate readers from bad news and associate them with good news.
b. associate readers with good news and separate them from bad news.
c. avoid assuming any responsibility for the situation.
d. provide a smooth transition from opening to buffer to closing.
e. imply that the effect will be routine and therefore minimal.
Q:
Performing at a high level and conducting oneself with purpose and pride is an example of what?
A. Ethical behavior
B. Strong communication skills
C. Being a team player
D. Ethics
E. Professionalism
Q:
You can use the direct plan in a bad-news announcement if
a. readers will not be personally disappointed.
b. readers will be personally affected by the situation.
c. you wish to buffer the bad news.
d. you want to retain the readers' goodwill.
e. you are presenting the rationale first.
Q:
When developing a recommendation for action that might be construed negatively by stakeholders, what technique should be incorporated in the communication?
A. Practical and useful information only
B. Factual information that supports the opinion
C. Conciseness to save people's time
D. Clearly identified concepts
E. Persuasive techniques
Q:
Which of the following is classified as an internal bad-news announcement?
a. writing to refuse a request to address a national convention
b. writing to refuse a small favor requested by a colleague
c. informing a customer that you will not provide an adjustment
d. notifying all department heads of an immediate budget freeze
e. writing to deny a customer additional credit
Q:
Using concrete and specific language and including evidence to support a conclusion is an example of what type of information?
A. Practical
B. Factual
C. Concise
D. Clear
E. Persuasive
Q:
To retain goodwill and help the reader "accept" the bad news you must
a. show that the matter was taken seriously and the solution was objective and fair
b. just tell them the company policy
c. explain that it has always been done this way
d. apologize
Q:
Crafting a message to generate a specific response from an audience requires the use of what type of information?
A. Practical
B. Factual
C. Concise
D. Clear
E. Persuasive
Q:
When you include resale in a letter refusing a customer's claim, you are doing all of the following except
a. restating some of the benefits that led the reader to buy the product in the first place.
b. encouraging the reader to continue buying from your firm.
c. using subtle language to persuade without annoying.
d. rebuilding the customer's confidence in the product.
e. providing an appropriate buffer to cushion the bad news.
Q:
An audience-centered approach means focusing on what?
A. The corporation's needs
B. The sender's needs
C. Technology use
D. The audience's needs
E. Time
Q:
If you want to offer a compromise rather than rejecting a customer's claim outright, you should
a. place the compromise just before the closing or make it a part of the closing.
b. position the counteroffer in the first paragraph.
c. buffer the compromise within the middle paragraph.
d. mention the compromise before giving the bad news.
e. use a complex or compound sentence.
Q:
One reason to avoid refusing a claim in the first paragraph is that you
a. lack the spirit of reciprocity.
b. may lose the reader's goodwill.
c. leave a strong buffer to justify your decision.
d. should use the direct organizational plan.
e. want to clarify your rationale immediately.
Q:
Strong communication skills provide an opportunity to stand out from the competition.
Q:
Giving opinions and vague impressions allows the reader to form their own opinion about the validity of information provided.
Q:
In explaining your reasons for refusing a claim, you should
a. lecture the reader about what went wrong.
b. use personal language, such as you and your.
c. accept clear responsibility for the problem.
d. not appear to accept responsibility for the problem.
e. avoid explaining why the claim is being denied.
Q:
In which of the following fields would the ability to share complex ideas about a project be critical?
A. Engineering
B. Sales
C. Human resources
D. Entrepreneurial start ups
E. Independent contractors
Q:
You may want to use the indirect plan to communicate bad news when writing to this audience:
a. an employee who reports to you and is expecting a "yes" answer
b. a customer who is unlikely to respond emotionally
c. a reader who is expecting a "no" response
d. a supervisor who prefers a straightforward, direct message
Q:
Which of the following least supports the purpose of communication?
A. Providing data
B. Providing information
C. Providing inspiration
D. Providing control
E. Providing insight
Q:
Email is often used in business for conveying internal bad news and is affective in that it
a. allows the sender to determine precise wording.
b. gives the reader time to respond.
c. ensures a consistent decision when sent to employees.
d. all of these are correct.
Q:
Which of the following is the result of using an effective communication process in an organization?
A. An effective communication process slows down the problem-solving time, allowing for better analysis of options before decisions are made.
B. An effective communication process hampers employee satisfaction and increases employee turnover.
C. An effective communication process increases timely, reliable information, leading to "information overload" during the decision making process.
D. An effective communication process is more costly than other communication processes.
E. An effective communication process provides the ability to influence others and their perceptions both in the workplace and in the greater community.
Q:
When you use the direct organizational plan in a message refusing a small favor, you should
a. save the bad news for the final paragraph.
b. present the bad news without any introduction.
c. reciprocate to maintain the reader's future goodwill.
d. use a polite buffer and explain your rationale in a few words.
e. offer a brief, sincere apology in your first paragraph.
Q:
Which of the following best supports the need for effective communication in a person's career?
A. The more technical the position, the less likely the employee will need to communicate outside of the organization.
B. The higher in the organization an employee is, the more likely the employee will need to communicate effectively both internally and externally to the organization.
C. The higher in the organization an employee is, the less likely the employee will need to communicate effectively both internally and externally to the organization.
D. Top executives spend very little of the workday communicating with others.
E. Top executives spend more time listening than communicating.
Q:
Which of the following would not be considered an effective buffer?
a. agreement
b. appreciation
c. a compliment
d. facts
e. a suggestion for improvement
Q:
Which of the following best describes the process of communication?
A. Transferring of information between senders and receivers
B. Using digital media to convey data
C. Providing inspiration to others
D. Agreed upon meaning
E. Selling an idea to those who may need it
Q:
One way to justify your decision in a bad-news message is to
a. show how your company benefits.
b. state how your refusing the idea will benefit the reader.
c. cite confidentiality.
d. explain that a third party will benefit.
e. focus on the negative news itself rather than on the reasons.
Q:
Which of the following communication skills is least likely to be a major advantage for a recent college graduate in the workplace?
A. Computer skills
B. Writing skills
C. Listening skills
D. Speaking skills
E. Adjusting communications skills to any given situation
Q:
Compared to face-to-face meetings, email does have some advantages for delivering bad news such as:
a. It allows the sender to determine precise wording
b. Gives the reader time to understand the message
c. Avoids confrontation
d. Both a and b
Q:
How does communication affect the leadership process?
A. The higher in the organization one moves, the more employees one has to handle communication issues.
B. The lower in the organization one is, the more one is judged on communication skills.
C. The lower in the organization one is, the more often one's work is reviewed for accuracy and attention to basic communication conventions.
D. The higher in the organization one moves, the more time one spends on the task of communicating.
E. The higher in the organization one moves, the less time one spends on the task of communicating.
Q:
An example of a misleading statement would be:
a. "Your store would be a great venue for a demo product."
b. "It is not our policy of providing a venue for music."
c. "I like your ideas but they will not work."
d. "That venue is too dark for our event."
Q:
Which of the following is not a characteristic of an effective buffer for a bad-news message?
a. relevant
b. supportive
c. neutral
d. short
e. controversial
Q:
The purpose of a buffer is to
a. imply the negative news instead of stating it explicitly.
b. make it easier to change your mind later.
c. justify your decision for the bad news.
d. lessen the effect of negative news.
e. state the obvious to pave the way for the bad news.
Q:
Use the indirect plan when writing about bad news to all of the following people except
a. customers.
b. subordinates.
c. readers who prefer the indirect approach.
d. readers you don't know.
e. supervisors.
Q:
When you use the direct plan for a bad-news message, you should
a. save any mention of the justification for the closing paragraph.
b. include a sincere apology in the first paragraph.
c. emphasize the reasons before presenting the negative news.
d. state the information in language as positively as possible.
e. avoid a friendly closing so you won't seem insincere.
Q:
You should use the direct approach for a bad-news message if
a. the reader is not likely to have an emotional response.
b. the reader sent you a persuasive letter, not a routine letter.
c. the reader is not expecting a negative response.
d. the negative news involves a significant matter.
e. you do not have a close relationship with the reader.
Q:
Plan to put your bad-news message in writing when you need to do any of the following except
a. control the exact wording of the message.
b. have a permanent record of what you say to the reader.
c. manage the order in which you present your ideas to the reader.
d. use courtesy and show fairness in making the decision.
e. present the negative news using more than one buffer.
Q:
To achieve the goals of a bad-news message, you should
a. use general language to cushion the impact of the negative news.
b. persuade the reader that the decision is reasonable.
c. apologize for having to make the decision.
d. indicate the personal reasons for the decision.
e. choose the direct plan based on the "you" attitude.
Q:
The first thing you must know before giving bad news is how your audience will react.
Q:
Bad-new messages require careful planning.
Q:
A buffer should show appreciation and be interesting so that it motivates the reader to continue reading.
Q:
Consider using a buffer when writing a bad-news message to customers, subordinates, and readers you don't know.
Q:
When sending a customer bad news, you should use the indirect pattern.