Q&A Hero

Q: As a new supervisor, you need to introduce yourself to your team of ten employees. The best medium for this type of non-routine message would be A) a face-to-face meeting. B) an email message. C) a conference call. D) a text message. E) a podcast.

Q: A key advantage of oral communication is A) the ability to plan and control the message. B) the opportunity to meet an audience's information needs. C) the ability to transmit highly complex messages. D) the opportunity to get immediate feedback. E) not having to worry about unconsciously conveying undesirable messages.

Q: A ________ is the richest communication medium. A) telephone conversation B) retweet with a comment C) video podcast D) face-to-face conversation E) text message

Q: According to the concept of media richness, the richness of a medium depends on its ability to A) use only one type of informational cue. B) limit feedback. C) allow personal feedback in large group settings. D) convey a sense of affluence and exclusivity. E) establish personal focus.

Q: The ________ is the form a message takes, and the ________ is the system used to deliver a message. A) channel; network B) medium; channel C) format; medium D) channel; medium E) network; format

Q: Which of the following media would be best for sending a brief message (requiring no response from your audience) about an upcoming software update? A) podcast B) email C) blog D) videoconference E) letter

Q: Phone calls are A) incapable of conveying nonverbal signals. B) only acceptable for external communication. C) capable of offering the give-and-take of in-person conversations. D) no longer practical due to IM and texting. E) preferable to electronic media when you need a permanent record.

Q: Despite your numerous emails and voicemail messages, a normally dependable vendor has not responded to your important question. Which of the following would be a sensible next step? A) Consider sending a printed message. B) Broadcast "high-priority" or "urgent" emails at ten-minute intervals. C) Use social media to vent your frustrations with the vendor. D) Bombard the vendor with text messages until he responds. E) Develop a podcast to be shared with the vendor.

Q: Which one of the following is the "leanest" communication medium? A) podcasts B) text messaging C) telephone conversations D) multimedia presentations E) infographics

Q: Choosing the right medium for your message A) is not important as long as the content of your message is accurate. B) is important only when communicating with managers and supervisors. C) is vital for external communication, but not important for internal communication. D) can make an important difference in how your message is perceived. E) is easier since electronic media are always the best option.

Q: How can your audience's level of understanding help you determine the appropriate amount of information to include in a business message?

Q: List at least three strategies to help ensure the accuracy of information you include in business messages.

Q: Briefly describe how to meet an unfamiliar audience's informational needs.

Q: How can the journalistic approach help you include all required information in your business messages?

Q: You've been asked to prepare a report on whether your company should consider other health insurance providers. List four informal techniques for gathering information to include in your report.

Q: Messages can be unethical simply because certain details have not been included.

Q: One effective informal method for learning more about your audience's information needs is to ask them directly for input.

Q: The idea of free writing can be used as a(n) ________ during the planning phase of the writing process. A) audience analysis tool B) discovery technique C) journalistic approach D) gathering technique E) way to determine form

Q: When determining what an audience needs in order to move forward with a recommendation, a writer is A) considering the audience's perspective. B) listening to the community. C) accessing a knowledge management system. D) engaging in free writing. E) finding their focus.

Q: When gathering information based on reports and company documents, a ________ is useful. A) library database B) product enthusiast C) conversation with a supervisor D) journalistic approach E) knowledge management system

Q: A good way to test the thoroughness of your message is to use the ________ to ask whether the message answers who, what, when, where, why, and how. A) contrarian approach B) journalistic approach C) rhetorical approach D) storytelling approach E) free writing approach

Q: After sending project cost estimates to a longtime client, you realize you failed to include information on some discount options. The best thing to do is A) take no action. B) blame someone else. C) contact the primary audience immediately and correct the error. D) start looking for a new job. E) send a follow-up message, but explain that you just received the information.

Q: A good way to test the thoroughness of your business message is to check it for A) a main idea. B) a purpose. C) the who, what, when, where, why, and how. D) accuracy. E) contradictory opinions.

Q: When meeting your audience's informational needs, you should emphasize ideas A) that will be of greatest interest to the audience. B) that won't cause controversy. C) that will have the least impact on the audience. D) that don't need supporting evidence. E) that the audience doesn't know.

Q: When gathering information for a business message, keep in mind that audiences respond best to information that A) they could have found by doing their own research. B) has not been categorized or grouped in any way. C) has been filtered and prioritized according to their needs. D) pertains to a broad cross-section of possible scenarios. E) is confidential in nature.

Q: Informal techniques for gathering insights and focusing your research efforts do not include A) listening to the community. B) asking the audience for input. C) distributing questionnaires and surveys. D) reviewing reports and other company documents. E) talking with supervisors, colleagues, and customers.

Q: A knowledge-management system A) helps companies limit the amount of information employees store on the network. B) enables organizations to test employees periodically to ensure they are doing adequate research. C) is a centralized database of experiences and insights of employees throughout an organization. D) is a tool for creating a bibliography when writing long reports. E) is an expensive scan-and-save system for converting paper documents to electronic files.

Q: List at least three helpful questions to ask in evaluating the purpose of a message.

Q: Describe at least three of the tasks involved in developing an audience profile.

Q: When analyzing your audience, you should ignore everyone except the key decision makers.

Q: Even if nothing will change because of your message, you should send it if you believe it is important.

Q: By forecasting the audience's probably reaction, a writer can better determine A) who key decision makers are. B) when to state conclusions and recommendations. C) level of understanding. D) attitudes and experiences. E) best medium for delivery.

Q: When determining what you hope to accomplish with a message, you must consider the A) tone. B) general purpose. C) word choice. D) audience. E) specific purpose.

Q: You're writing a proposal to give permission to some employees at your company to telecommute. You know management will be skeptical, so you should A) be as straightforward as possible about stating your conclusions and recommendations. B) avoid stating your conclusions and recommendations. C) use less evidence in support of your points. D) build your case carefully, stating clear reasons for each conclusion you draw and recommendation you make. E) be aggressive in making your case, saying that many good employees will leave if the company fails to adopt your proposal.

Q: Forecasting your audience's reaction to your message is A) impossiblethere's no way to know what it will be. B) vital, because potential audience reaction affects message organization. C) helpful only for internal communication. D) helpful only for external communication. E) designed based upon each receiver's potential response.

Q: Messages should contain more supporting detail and background information when A) you expect a favorable response. B) you and your audience do not share the same general background. C) you and your audience share the same general background. D) you are concerned about possible legal action. E) you are attempting to shift blame.

Q: In general, for internal communication, the higher up your message goes, the A) more details people want to see. B) fewer details people want to see. C) less likely you are to run into ethical problems. D) more likely you are to run into ethical problems. E) more ambiguous you should be.

Q: The primary audience for your message should always include A) all who receive it. B) the key decision makers in the audience. C) those people with the highest status. D) those people who represent the opinions and attitudes of the majority. E) those people who might see a copy of the message at some point in the future.

Q: In most cases, a message should be deferred or canceled if A) your news is bad. B) someone else wants to deliver it. C) your audience is highly receptive. D) the time is wrong. E) you have important information to share, but it could get you into trouble.

Q: Most messages should not be sent unless they will A) bring about a change. B) increase your chances of being promoted. C) please your boss. D) end on a positive note. E) promote self-interests.

Q: An example of a specific purpose for a business message would be A) to impart information to the audience. B) to inform employees about the new vacation policy. C) to persuade readers to take action. D) to obtain audience participation and collaboration. E) to make a specific point.

Q: Which of the following is a general category common to business communication? A) to inform B) to entertain C) to negotiate D) to dictate E) to punish

Q: Explain each phase of the three-step writing process.

Q: What are the four tasks involved in planning business messages?

Q: When developing a business message, the message should be adapted to your specific audience after planning the message.

Q: When allocating your time among the three stages of the writing process, you should use about a fourth of the time for planning, half the time for writing, and a quarter of the time for completing.

Q: How does careful planning of a business message save time? A) Planning allows the writer to incorporate a wide variety of ideas. B) Planning allows writers to dive directly into the writing process. C) Planning reduces rework. D) Planning allows the writer to produce work that showcases professional qualifications. E) Planning focuses on one specific goal.

Q: Completing the business message includes A) producing the message, including design and layout decisions. B) adapting the message to the audience with appropriate writing style. C) composing the message, including strong words and effective sentences. D) developing coherent paragraphs. E) selecting the right medium to deliver the message.

Q: During the planning phase of the writing process, A) adapt your ideas to the audience's needs. B) determine scope. C) choose strong, meaningful words. D) evaluate content. E) outline coherent paragraphs.

Q: The goal of the three-step writing process is to help a writer develop messages that are A) using a variety of mediums. B) organized based on a direct approach. C) sensitive. D) well planned. E) effective and efficient.

Q: Inexperienced communicators may be tempted to A) spend too long planning important messages. B) overestimate the time it takes to complete business messages. C) dive directly into writing the message without taking sufficient time to plan. D) waste too much time revising and editing messages. E) seek excessive input from colleagues when creating messages.

Q: In order to optimize your writing time, reserve about ________ of that time for revising, producing, proofreading, and distributing your message. A) 15 percent B) 20 percent C) 25 percent D) 30 percent E) 50 percent

Q: Planning is essential when writing business messages because it A) helps you provide the right information to the right people in the right format. B) makes the writing process faster and less stressful. C) can save you from embarrassing blunders that could hurt your company or your career. D) helps you deliver concise, compelling information that your audience wants and needs. E) all of the above

Q: Which of the following are elements in the writing phase of the three-step writing process? A) gathering information B) adapting to the audience C) selecting the right medium D) organizing the information E) analyzing the situation

Q: Which one of the following is an element of the completing phase of the three-step writing process? A) organizing the information B) interpreting the research C) proofreading the message D) selecting the right medium E) identifying audience

Q: The three primary steps involved in preparing a business message are A) planning, writing, and completing. B) informing, persuading, and collaborating. C) defining the purpose, the main idea, and the topic. D) satisfying the audience's informational, motivational, and practical needs. E) outlining, presenting, and following up

Q: Compared to younger employees, older workers A) are less respected in all cultures. B) are more respected in all cultures. C) can offer broader experience and high degrees of "practical intelligence." D) are generally not highly respected in Asian societies. E) almost never find themselves in generational conflict with coworkers.

Q: People in the United States generally A) view hard-earned material comfort as a worthy goal. B) believe that people who work hard are no better than those who don't work hard. C) condemn materialism and prize a carefree lifestyle. D) spend far less time on the job than German workers do. E) view luxury and comfort as harmful.

Q: Differences in ________, including hand gestures or eye contact, are a major source of misunderstanding during intercultural communications. A) contextual cues B) nonverbal signals C) situational enhancements D) proverbial exchanges E) generational norms

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 E) openness and inclusiveness

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. E) change in the communication style of female executives.

Q: The ratio of men and women in entry-level professional positions is ________; however, moving up the corporate ladder, the percentage of management roles held by men ________. A) grossly unequal; remains flat B) roughly equal; increases steadily C) essentially the same; decreases steadily D) skewed toward women; increases dramatically E) grossly unequal; increases steadily

Q: Associating youth with strength, and age with declining powers, is A) a universal trait that characterizes all cultures. B) common in European cultures, but not in the United States. C) common in the United States, but not in many Asian societies. D) an outdated practice. E) a politically correct approach.

Q: Meeting a deadline is generally less important than building a relationship for businesspeople in A) technical career fields. B) low-context cultures. C) high-context cultures. D) high-paying positions. E) environments that emphasize teamwork and collaboration.

Q: Women executives who travel abroad A) can count on being treated with respect, regardless of the countries they visit. B) should always assume they will not be taken seriously as businesspeople. C) may not be taken seriously as businesspeople, depending on the culture. D) should insist on meeting only with other female executives. E) are almost always treated with more respect outside the U.S. than inside the U.S.

Q: Compared to low-context cultures, high-context cultures tend to take a ________ approach regarding the meaning of business contracts. A) less flexible B) more literal C) more flexible D) more aggressive E) less literal

Q: Because of the low context culture, when it comes to decision-making customs, North American executives A) tend to focus on the results of the decisions they face. B) prefer to make their deals slowly, after much discussion. C) spend a lot of time on each little point to display their good faith. D) arrive at decisions through consensus, after an elaborate and time-consuming process. E) will usually give in if it allows them to avoid offending the other party.

Q: All of the following except ________ can promote ethical choices across cultures. A) sending honest messages B) respecting cultural differences C) capturing the moral high ground D) sending and receiving messages without judgment E) seeking mutual ground

Q: The social media and technological skills of ________ are helping to change business communication practices. A) Generation X B) Generation Q C) Generation Y D) Generation Z E) Baby Boomers

Q: To convey meaning in a low-context culture such as the one existing in Germany, people rely more on A) gestures and vocal inflection. B) indirectness and metaphors. C) situational cues. D) explicit verbal communication. E) facial expressions.

Q: In high-context cultures, A) people rely more on nonverbal circumstances and cues to convey meaning. B) people rely less on the environmental setting to convey meaning. C) the rules of everyday life are highly explicit. D) aggressive negotiation is expected. E) there is less emphasis on context.

Q: Nonverbal communication can be a reliable guide to determining the meaning of a message A) in all communication situations. B) across a wide range of electronic communication media. C) in the majority of intercultural communication situations. D) only if the sender and receiver assign the same meaning to nonverbal signals. E) if the sender has a basic grasp of cultural differences.

Q: Disabled employees can use ________ to pursue a greater range of career paths, thereby giving employers access to a broader base of talent. A) flexible initiatives B) coordinated systems C) assistive technologies D) revolving methodologies E) "saving face" technologies

Q: Every attempt at communication between two people occurs within a A) cultural context. B) communication portal. C) nexus of convenience. D) cone of reciprocity. E) mutual environment.

Q: Cultural differences appear in a number of important areas, including A) nonverbal differences. B) legal and ethical differences. C) religious differences. D) attitudes toward work and success. E) all of the above.

Q: By emphasizing principles of ________, a designer can make a website more accessible to people whose vision is limited. A) web accessibility B) organic design C) associative technology D) emblematic availability E) mobility

Q: How can you adapt your communication style to that of a new culture you are encountering?

Q: How does the idea of coherency affect culture internally and externally to the organization?

Q: What is culture? How does culture affect communication?

Q: What is ethnocentrism, and how can it be overcome?