Deck 1: Succeeding in Business Communication

Question 1

In order to solve a problem, it is essential to develop several solutions and measure them against the audience and purposes.

Answer 1

True

Question 2

Which of the following is an example of verbal communication?

A) logos
B) gestures
C) eye contact
D) pictures
E) tweets

Answer 2

E

Question 3

Oral channels are better for group decision making and allow misunderstandings to be cleared up more quickly.

Answer 3

True

Question 4

Formal corporate cultures are generally characterized by individually empowered workers.

Question 5

Which of the following statements about communication skills at entry-level jobs is true?

A) Communication skills are not important because new employees do not communicate with others.
B) Communication skills are ranked relatively low among the qualities that 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.

Question 6

Which of the following is an example of an interpersonal nonverbal signal of authority used by 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 email announcing a new policy
E) presenting a report on a recently completed project

Question 7

All organizations across the world are required to follow the same standard workplace conventions.

Question 8

Kieran, a web developer, recently gave a presentation on online discourse and its ethical implications. The presentation was a huge success, mainly because Kieran maintained the audience's attention through interesting nonverbal communication. Which of the following is a form of nonverbal communication that Kieran might have used in his presentation?

A) anecdotes
B) narrations
C) quotations
D) graphics
E) jokes

Question 9

An employee's loyalty to colleagues, managers, or the company is a common reason that prevents employees from reporting ethical misconduct in the company.

Question 10

The best way to keep an audience involved in a presentation is to make them guess what the presenter wants to convey.

Question 11

Leila is an entry-level sales representative. Unlike her boss, Leila does not need to have skills in reasoning, mathematics, and communication.

Question 12

Which of the following statements is true about writing skills required at work?

A) People who do hands-on work like construction do not require writing skills.
B) Almost every entry-level professional requires good communication skills.
C) Managerial jobs require good management skills but not necessarily good communication skills.
D) Managers do not require writing skills because they have assistants to do their writing work.
E) Higher authorities in an organization do not need to write because they will use form letters and templates.

Question 13

Which of the following is an example of an external audience for written communication at work?

A) the human resources team
B) a subordinate
C) a manager
D) a colleague
E) a potential employee

Question 14

Emails are a more formal mode of communication than presentations.

Question 15

Which type of skills consistently ranks first among the qualities that employers look for in college graduates?

A) technical
B) communication
C) mathematical
D) abstract reasoning
E) mechanical

Question 16

According to the survey conducted by the National Commission on Writing, ________ is a writing responsibility that all employees have.

A) technical writing
B) blogging
C) instant messaging
D) emailing
E) tweeting

Question 17

Mariella, a director of human resources, is writing an email to employees informing them about changes to the company benefits package. While writing the email, she should emphasize how the changes will improve the company's profitability.

Question 18

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

Question 19

It is more costly to administer and maintain email storage archives than it is to purchase hardware capable of storing records of the company's electronic communications.

Question 20

________ are a type of nonverbal communication.

A) Pictures
B) Presentations
C) Emails
D) Memos
E) Informal meetings

Question 21

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

Question 22

Which of the following is a function of a request to deviate from policy and procedure bulletin?

A) explaining that another approach is better than the standard approach for a specific situation
B) discussing profitability and problems during a period and how they deviate from the past
C) summarizing financial information to be filed with the Securities and Exchange Commission
D) discussing the granting or denying of a customer request to be given credit for defective goods
E) explaining why an organization's statistical figures deviate or vary from external market figures

Question 23

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

Question 24

Sofia, an analyst at a major print media company, is preparing a document on the problems faced by the industry during a recent period. In the report, she explains that increased competition from more agile digital competitors and declining advertising revenues pose major challenges for the future. Which of the following documents is Sofia preparing in this scenario?

A) letter of transmittal
B) performance appraisal
C) procedure bulletin
D) quarterly report
E) 10-K Report

Question 25

Lian Chang is the owner of Blaze, a fashion business in Manhattan. She received an email from her client requesting 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 email?

A) 10-K Report
B) thank-you letter
C) quotation
D) claims adjustment
E) transmittal

Question 26

Which of the following is a characteristic of good writing?

A) It keeps requests ambiguous to avoid arguments.
B) It uses legalistic language to impress the readers.
C) It accounts for 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.

Question 27

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 email. 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 email?

A) Use herein instead of therein.
B) Avoid using legalistic language.
C) Write the email from his point of view.
D) Increase the formality of the language.
E) Begin his message with "Gentlemen, please find a document…"

Question 28

Which of the following statements about the costs of communication is true?

A) Cost of hardware is not included in the cost of communication.
B) Document cycling processes decrease the cost of communication.
C) Email storage contributes a significant part of the cost of communication.
D) Paper documents are not included while estimating the cost of communication.
E) Emails with attachments are the costliest form of communication.

Question 29

Which of the following statements about business communications is true?

A) Emails 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 emails 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 emails cost less than smaller emails.

Question 30

Which of the following statements about good business and administrative communication is true?

A) It makes an audience guess the message that a speaker or writer has presented.
B) It leaves the audience's questions unanswered to create challenges and interactions.
C) It represents messages that 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.

Question 31

Malik, a production manager at a small manufacturing company, has written a report for the organizational director on the types of equipment upgrades needed to accommodate a new line of products. Along with the report, Malik has also sent a memo explaining why he forwarded the document to his boss. The accompanying document is called a

A) quotation.
B) 10-K Report.
C) claims adjustment.
D) transmittal.
E) policy and procedure bulletin.

Question 32

Which of the following statements about the use of communication technology is true?

A) The 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.

Question 33

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 uses a selfish tone.

Question 34

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 email stating, "You need to complete the work by Monday so that I can deliver the product to the client on time." This email contains a writing flaw. Which of the following writing flaws is present in Benjamin's email?

A) selfish tone
B) vague request
C) legalistic language
D) misused words
E) confusing words

Question 35

Wei works at Architectural Consulting in Boston. He recently gave a presentation on "The Principles of Sustainable Design" 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 firm's customers. The external audience for Wei's presentation includes

A) the sales team.
B) the marketing team.
C) his superiors.
D) the customers.
E) his subordinates.

Question 36

Gabriel is drafting an annual report for his company. After completing the report, he sends it to all the department heads in the firm so that they can check the content and add information regarding their departments' achievements. After Gabriel receives and makes the requested changes, he sends the revised report to the CEO for a final check. The CEO checks the report and sends Gabriel the corrections that need to be incorporated. This process is commonly known as ________.

A) document cycling
B) iterative messaging
C) email archiving
D) collation
E) administrative writing

Question 37

Fatima, a marketing planner for Power Pop Cosmetics, needs to give a presentation to her superiors about the launch plan for a new line of organic lipsticks. Once she receives an approval for it, she will be sharing details of the launch with distributors, clients, and retailers. She will also be presenting the plan to the press to spread word about the new lipstick line. Who among the following would be included in Fatima's internal audience?

A) retailers
B) clients
C) superiors
D) distributors
E) the press

Question 38

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.

Question 39

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

Question 40

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

Question 41

Arya has recently joined a travel agency as a communications executive. During orientation, she learns that the agency prides itself on its informal work culture. Which of the following will she most likely encounter in the agency's culture?

A) rigid rules and regulations
B) strict monitoring of activities
C) hierarchical lines of command
D) individual offices for employees
E) individually empowered workers

Question 42

Which of the following actions should be followed while solving business communication problems?

A) consciously focusing on a single key solution
B) understanding that even irrelevant audience characteristics are important
C) emphasizing information by placing it in the middle of a paragraph
D) identifying one main audience benefit
E) ensuring that benefits are adapted well to the needs of the audience

Question 43

Which of the following is a typical characteristic of a formal work culture?

A) casual attire
B) decentralization
C) individual offices
D) self-managed teams
E) individually empowered workers

Question 44

Explain the criteria for an effective message.

Question 45

Explain how verbal communication, nonverbal communication, and interpersonal nonverbal signals differ from one another.

Question 46

Milo, who is working in the United States, has been transferred to an office in India. Which of the following is the best way for Milo to learn the conventions used in the Indian office?

A) He should follow the same conventions used in the United States because conventions are universal.
B) He should research about the conventions in Indian businesses before he comes to India.
C) He should observe what other workers are doing in the Indian office.
D) He should ask clients in India about the conventions.
E) He should read more Indian business magazines.

Question 47

Which of the following is a way to make a document more visually inviting?

A) avoiding the use of subject lines since they disorient the reader
B) using headings to group unrelated ideas
C) avoiding the numbering of points to make the document look clean
D) using lists and indented sections to emphasize examples
E) using long paragraphs consisting of more than ten typed lines

Question 48

Which of the following statements about conventions is true?

A) They rarely ever change once adopted.
B) They are widely accepted practices.
C) They apply universally to all audiences.
D) They are rarely encountered in a business setting.
E) They can be best learned by reading reports.

Question 49

Which of the following is one of the five questions that should be asked for solving business communication problems?

A) What can you infer from the information you're given?
B) What information must your message include?
C) Where could you get additional information?
D) Which solution is likely to work best?
E) What channel should you use?

Question 50

Which of the following is an example of an unethical business communications practice?

A) quickly alerting a manager of an emerging social media public relations crisis
B) forwarding a note from a superior containing derogatory language to the human relations department
C) spending extra time on a report to simplify complex language and visuals
D) notifying clients of product flaws and the company's plan to address them
E) failing to mention the loss of a key customer in an otherwise positive quarterly report

Question 51

Which of the following should you do when analyzing business communication situations?

A) Avoid considering the emotions of other people when the stakes are high.
B) Take into account only the needs of the organization, not those outside the organization.
C) Use written channels instead of oral channels for better decision making.
D) Use detailed instructions to understand audiences and corporate culture.
E) Consider your own needs as well as the needs of your superior and your audience.

Question 52

Liam is presenting a report on "Public-Private Partnerships for Vaccine Distribution in Developing Countries" at a conference on global health outcomes being held in Los Angeles. The audience consists of scientists, government officials, and members of civil society groups. Some of these are skeptical about the role of private business in distributing vaccines. Which of the following would best help Liam handle the audience?

A) presenting the positive impact of private business participation in vaccine distribution at the end of the report
B) presenting the main points of the report in the middle of the report
C) making the benefits of private business involvement clear in the first paragraph
D) approaching the issue of public-private partnerships indirectly
E) identifying one main audience benefit instead of several benefits

Question 53

Which of the following statement about ethics in business communications is true?

A) The need for business ethics pertains only to international pacts.
B) Ethical concerns are no longer a part of the business environment.
C) Consequences for not acting ethically are becoming less common.
D) Much of business ethics involves routine practices that involve communication.
E) Employees have limited means for whistleblowing in these days of instant communication.

Question 54

Discuss the main costs of communication.

Question 55

Jenex Inc. is a software development company that offers its employees perks including on-site day care for their children, three-week paid vacation twice a year, and on-site laundry pickup and delivery. These offerings are most representative of Jenex Inc.'s

A) big data.
B) ethical code.
C) globalization.
D) corporate culture.
E) intercultural competence.

Question 56

Explain how poor writing contributes to wasted time.

Question 57

Poor communication choices can lead to legal problems in an organization. Elaborate.

Question 58

Which of the following styles of writing should be followed to create a business document?

A) It should make the message as friendly and personal as possible.
B) It should use complex words if it is being addressed to strangers.
C) It should place positive information at the end of the document.
D) It should focus more on what is impossible so that it can tackle the problem.
E) It should use me-attitude to show that one is confident about the document.

Question 59

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

Question 60

Paper documents and presentations are preferred over email, texting, tweeting, and phone calls when

A) group decisions need to be made.
B) misunderstandings need to be cleared quickly.
C) communication needs to be personal.
D) conflicts need to be resolved immediately.
E) communication needs to be formal.

Question 61

What are conventions of communication and how are they best learned?

Question 62

What are the characteristics of corporate culture?

Question 63

How can ethical behavior serve as a competitive advantage?

Question 64

Explain, briefly, the process of creating good messages.

Question 65

List some common reasons for not reporting ethical misconduct.