Quiz 1: Business Communication in the Digital Age

Which of the following statements about the importance of communication skills in today's workplace is correct? A)They are not as important as they once were. B)They are a necessity in today's workplace. C)They are only required for high-level positions. D)They are not needed in today's high-tech workplace.

Which of the following best describes the need for writing skills in the workplace? A)Writing skills in today's workplace are an advantage, but they are not a necessity. B)Only the very top level of salaried employees needs good writing skills. C)Having good writing skills can improve your chances for promotion and can result in higher earnings. D)Good writing skills are no longer important in today's digital world.

Which of the following best describes an effective communicator in the digital age? A)Digital workplace writing can be much more casual than traditional business writing. B)Don't worry about your daily texts, Facebook postings, and tweets because they're not "real" writing. C)Because most business is conducted face-to-face, you don't have to be a grammar expert. D)Workers using social media and other online technology must guard their online image and reputation.

What is the 21st-century economy mainly based on? A)information and knowledge B)physical labour C)a supply of raw materials D)the stock market

What must knowledge and information workers do to succeed in today's digital workplace? A)Write a minimum number of tweets per day. B)Communicate information to others. C)Install software programs. D)Subscribe to numerous social networking sites.

What does it mean to think creatively and critically? A)agreeing with your supervisor at all times B)going with your gut instinct C)being able to make decisions quickly D)having opinions that are backed by reason and evidence

Which of the following correctly describes a three-point plan to help you think critically and solve problems competently? A)explore the challenge, gather information, implement solutions B)gather information, generate ideas, implement solutions C)explore the challenge, pick the most promising ideas, implement solutions D)explore the challenge, generate ideas, implement solutions

What should students entering today's workplace expect to find? A)a position that involves lifelong learning and constant training B)employers to provide them with a clearly defined career path C)an abundance of nine-to-five jobs D)regular pay increases and job security

In today's competitive job market, what qualifications should a successful job candidate possess? A)at least a 2.0 grade point average B)mediocre writing skills C)website design capabilities D)the ability to communicate effectively

Which of the following is a significant trend in today's dynamic workplace? A)union participation and regulation B)more homogeneous workforces C)around-the-clock availability D)stricter dress codes

Which statement accurately describes social media? A)Social media are still relatively new and untried communication channels for most businesses. B)Most businesses today have discarded old media and instead use social media exclusively for communicating and marketing. C)Social media networks first attracted industries built on tradition and formality. D)Social media sites such as Facebook and Twitter offer positive ways to promote a business and to reach and react to customer concerns.

What type of technology makes it possible to centralize applications and data for access by employees no matter where they are? A)cloud computing technology B)blogs, podcasts, and wikis C)telephony D)presence technology

Gerard's company has opted to save office space by using boomerang-shaped workstations and cockpit-style work surfaces. What is this style of office design called? A)telephony B)virtual office C)open office D)Web 2.0

Jack has colleagues located throughout the world, and he would like to conduct a real-time meeting with them to discuss an important issue. Which of the following communication technologies should he choose? A)teleconferencing or videoconferencing B)e-mail C)blogging or a wiki D)text messaging

Kendra is responsible for updating her company's Facebook page with information about products, promotions, and special events. What communication medium is Kendra using? A)presence technology B)blogging C)social media D)Web conferencing

Which statement accurately describes the term around-the-clock availability? A)It means that you will be paid for working 24 hours a day, 7 days a week, 365 days a year. B)It means workers may be expected to be available practically anytime without extra pay. C)It is illegal under Canadian labour laws. D)It refers only to websites, not people.

What is the most significant difficulty in doing business globally? A)dealing with people who live in different time zones B)dealing with people who speak another language C)dealing with people who differ from you in customs, lifestyles, and religious beliefs D)dealing with people who use different equipment and technology in conducting business

Given the increase of diversity in the workplace, which of the following should be a major priority for businesspeople? A)learning to design their own wiki B)learning a second language to communicate with coworkers C)co-operating and communicating successfully with diverse coworkers D)reconsidering their values in order to relate to diverse global markets

For years businesses have been flattening their management hierarchies. What does this flattening mean? A)Information must flow through more layers of management. B)It takes longer to make decisions. C)Various areas within an organization have little contact with one another. D)Employees at all levels must be skilled communicators.

Which of the following statements best describes team-based management? A)Companies use team-based management as a way to improve communication. B)Because the concept is relatively new, very few companies have adopted team-based management yet. C)People are willing to work in teams, so there is rarely any conflict or any need for communication coaches when companies adopt team-based management. D)Companies are not willing to train new employees to work effectively as part of a team.

How do employers benefit from establishing diverse work teams? A)Having diverse work teams ensures that all coworkers will get along. B)Diverse work teams are better able to predict and meet the needs of a diverse customer base. C)Diverse work teams ensure that employment equity standards are being met. D)Diverse work teams require very little employee support.

Amaya works in an office that has nonterritorial workspaces. This is new to her, and she would like to display good open office etiquette. What should she do? A)Speak in a soft voice and wear headphones to cut down on noise. B)Try to get to the office first each morning to always get the best desk. C)Engage in a lot of small talk to get to know coworkers better. D)Exhibit territorial behaviour and avoid casual interactions with coworkers.

Which of the following statements best describes today's new work environments? A)Mobile technologies do not support flexible working arrangements that allow employees to work from home or on the road. B)Few workers in companies are part of virtual teams. C)Individual offices and cubicles are used to promote an open environment. D)Working from home or on the road makes communication skills less important.

What statement best describes communication in today's work environment? A)Today's organizations use e-mail, instant messaging (IM), texting; interacting with social media such as Facebook, Twitter, and LinkedIn have not changed the nature of communication. B)Web chats are still lagging as a preferred communication channel for online customer service. C)Hard-copy memos and letters still outnumber other forms of communication. D)Desktop computers are still the preferred devices in the workplace.

Which of the following best describes communication in today's business organizations? A)Many companies use intranets to communicate with customers, outside vendors, and governmental agencies. B)Smartphones and tablet computers are prevalent in the workplace but do not have the capabilities to replace laptops and personal computers. C)Wireless access is increasingly blanketing entire office buildings, airports, hotels, restaurants, school and college campuses, cities, and other public spaces. D)The most common workplace use of tablet computers is blogging.

What is one definition of communication? A)persuading someone to agree with you B)transmitting information and meaning C)promoting goodwill using language D)impressing readers using language

What are the three basic functions of business communication? A)to inform, entertain, and impress B)to inform, persuade, and promote goodwill C)to inform, persuade, and explain D)to inform, instruct, and entertain

Which of the following best defines communication? A)Communication is the transmission of information from one individual or group to another. B)Communication is the transmission of data from one individual or group to another. C)Communication is the transmission of information and meaning from a sender to a receiver. D)Communication is the transmission of ideas from one individual or group to another.

In which of the following cases is communication successful? A)when the fastest communication channel is used B)when the sender pronounces all words perfectly C)when positive feedback is given D)when the receiver understands an idea as the sender intended it

When does the process of communication begin? A)when a message is put into words B)when the message is sent over a communication channel to the receiver C)when the sender has an idea D)when the receiver actually receives the message and decodes it

When employees at Coors translated its slogan "Turn It Loose" into Spanish, they didn't realize it would translate to "suffer from diarrhea." To avoid similar problems, the sender of a message must do what? A)select a proper communication channel B)provide means to ensure reliable feedback C)keep all messages in English D)select appropriate words or symbols as part of the encoding process

Robert must send an e-mail message to a client in Turkey. He is carefully selecting his words to ensure that his Turkish client, who speaks English as a second language, will understand them. In which part of the communication process is Robert involved? A)message encoding B)idea formation C)message transmission D)message decoding

Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face-to-face. What is Zachary in the process of doing? A)encoding the message B)decoding the message C)preparing for feedback D)selecting the channel for the message

While reading an e-mail message from her boss, Linh is distracted by numerous typographical and spelling errors. What is the term for these errors that detract from the message and make it difficult to read? A)bypassing B)noise C)feedback D)frame of reference

Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client's needs. Which part of the communication process is Suzanne involved in? A)encoding B)channel selection C)decoding D)feedback

Which of the following is an example of an internal disruption in the decoding process? A)Loud construction sounds outside prevent Imraan from hearing the message. B)Meaghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence. C)Brandon finds it hard to pay attention during the interview because the interviewer's phone keeps ringing. D)Sylvia finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and typos.

Jeanette is offended when she notices that only masculine pronouns are used in the company's human resources manual. What is this decoding problem a result of? A)a closed communication climate B)bypassing C)an external disruption D)a semantic obstacle

When Jin includes the sentence "Let me know whether I can answer any questions" at the end of his e-mail message, what is he encouraging? A)decoding B)feedback C)frame of reference D)bypassing

What helps the sender know whether the message was received and understood? A)feedback B)noise C)bypassing D)decoding

As her supervisor explains the new procedure, Rachel nods her head. What is Rachel's response an example of? A)verbal feedback B)noise C)evaluation D)nonverbal feedback

You are talking with the president of your company about a possible merger. Which of the following is the most useful feedback you can provide during the conversation? A)"I just don't understand why you think we should go through with this merger." B)"If I understand you correctly, your recommendation is that we go through with the merger." C)"There's no way this merger can possibly work." D)"Are you insane?"

Robert says that he will answer his client's questions "as soon as possible." Robert plans to answer the questions by early next week; his client expects the answers by the end of the day. What does this misunderstanding result from? A)bypassing B)differing frames of reference C)noise D)using the incorrect communication channel

When are differences in frames of reference especially significant? A)when working on improving one's listening skills B)when communicating with people from different cultures C)when overcoming physical barriers to communication D)when dealing with conflicting emotions

A Canadian sales team offended a group of Peruvian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Peruvian culture. The communication barrier in this instance could be attributed to which of the following? A)bypassing B)poor listening skills C)a failure to recognize different frames of reference D)emotional interference caused when senders or receivers are distracted by internal feelings

Hannah posts her résumé on the websites of several companies. Unfortunately, it is poorly formatted and contains several spelling and grammar errors. What kind of communication barrier might this cause? A)bypassing B)differing frames of reference C)emotional distraction D)physical distraction

Alex is having trouble concentrating on a report he is reading because his smartphone keeps ringing and his colleagues keep sending him text messages. What kind of communication barrier is this? A)differing frames of reference B)distraction C)lack of language skills D)bypassing

Naoko has just moved to Canada from Japan and is taking a class to improve her English. What interpersonal communication barrier is she trying to overcome? A)differing frames of reference B)digital interruptions C)lack of language skills D)bypassing

While conducting an orientation session for new employees, Clayton noticed looks of confusion on the faces of some listeners. He then paused and asked his audience, "What questions do you have so far?" How was Clayton striving to overcome communication barriers? A)by questioning his assumptions, biases, and prejudices B)by improving his language and listening skills C)by creating an environment for useful feedback D)by reducing physical distractions

Which of the following is an example of external organizational communication? A)an employee performance appraisal B)a sales letter sent to a prospective customer C)a report recommending a change in company procedure D)an e-mail message giving instructions for requesting a change in health benefits.

Which of the following is an example of an internal organizational communication? A)a collection letter sent to a customer B)a website advertising a company's products C)a meeting of all department managers D)an annual report sent to company stockholders

Which of the following is the main advantage of face-to-face communication? A)Face-to-face communication provides ample time for chitchat. B)Face-to-face communication takes less time than communicating electronically. C)Face-to-face communication minimizes misunderstanding. D)Although face-to-face communication feels unnatural, it promotes friendships.

Which of the following is an advantage of written communication? A)It creates a permanent record. B)It provides immediate feedback. C)It is more personal than oral communication. D)It is effective for delivering nonverbal cues.

Which of the following is NOT an advantage of oral communication? A)It provides immediate feedback. B)It promotes easy recall. C)It can be adjusted to the audience. D)It supplies nonverbal cues.

According to the text, why are more businesses shifting away from paper forms of communication, such as memos and letters, to e-mail and text messaging? A)The advances in information technology allow businesses to speed up the flow of communication. B)Businesses like their employees to be available after work hours. C)Memos and letters are no longer preferred because they leave a permanent record. D)Customers expect businesses to communicate using the technologies they prefer.

Internal and external communication have a lot in common; however, internal communications are used for one key purpose for which external communications are not typically used. What is this purpose? A)to exchange ideas B)to inform C)to promote goodwill D)to persuade

Which of the following statements best compares oral and written communication? A)Written communication is preferred only when a permanent record is needed. B)Written messages are generally less well considered than oral messages. C)Oral communication such as a face-to-face meeting allows for immediate feedback. D)Oral communication is recommended to present formal or complex ideas.

Which of the following is the most prevalent communication channel in the workplace today? A)texting B)e-mail C)face-to-face meetings D)Facebook

Which of the following is an example of an internal organizational communication? A)a tweet sent to a customer about a private sale that will take place tomorrow B)a Facebook page advertising a company's products C)a meeting of all department managers D)an annual report sent to company stockholders

Which of the following is an example of external organizational communication? A)an employee performance appraisal B)a brochure sent to a prospective customer C)a report recommending a change in company procedure D)an e-mail message to employees about an upcoming training seminar

Media richness theory attempts to classify media in organizations according to what criterion? A)how much the media cost to use B)how technologically advanced the media are C)how widely the media are used in the workplace D)how clearly the media convey information to a recipient

Which of the following is considered a rich medium? A)e-mail message B)face-to-face conversation C)flyer or poster D)blog

Which of the following communication media requires the most clarifying information for the recipient? A)face-to-face meetings and conversations B)e-mail messages C)flyers or posters D)telephone calls

Daniel must handle a complex organizational issue. Which of the following media would be best for this purpose? A)videoconference B)e-mail message C)telephone conversation D)face-to-face meeting

How is social presence defined? A)how extroverted a person is in a business meeting with either internal or external audiences B)how well a company uses social media to communicate to customers and employees C)the degree of salience between a sender and receiver using a communication medium D)a person's ability to get along with others whether dealing with customers or employees in an organization

Which of the following statements about social presence is accurate? A)Media with high social presence conveys impersonal information. B)Social presence is greater in asynchronous communication than in synchronous communication. C)Social presence can mean how much awareness of the sender is conveyed along with the message. D)Social presence is as great face-to-face as it is in mediated and written communication.

Mina wants to use the communication medium with the highest social presence. Which of the following should she choose? A)e-mail B)blog posting C)discussion forum post D)live chat

What does a free exchange of information help organizations to do? A)to respond rapidly to changing markets B)to minimize employee morale C)to limit public information D)to reduce the exchange of ideas within organizations

Which of the following is an example of horizontal communication in an organization? A)Six marketing reps meet to discuss ideas for targeting new customers. B)An accounting clerk submits a progress report about a current project to her supervisor. C)An employee suggests to her supervisor a way to improve customer service. D)A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense claims.

Which of the following is an example of upward communication in an organization? A)Three administrative assistants meet to discuss possible software upgrades. B)A department manager sends a text message to his employees about a new overtime policy. C)A warehouse worker suggests to his boss a way to improve employee morale. D)The CEO sends an e-mail message to all employees inviting them to a company picnic.

Which of the following is an example of downward communication in an organization? A)A business professor submits a conference report to her dean. B)Four accountants meet to discuss the quarterly financial reports. C)Members of a task force submit a progress report to the CEO. D)The CFO sends information about a new accounting regulation to employees in the accounting department.

How have today's companies improved communication to compete more effectively? A)Companies have made a concerted effort to eliminate the grapevine. B)Companies have restructured and reengineered themselves into smaller operating units. C)Companies have limited free-flowing communication to external audiences. D)Companies increased the number of levels in the communication chain.

Mihaela has just moved to Canada from Turkey. In Turkey, she was a lab manager in a hierarchical organization where employees quickly responded to direct orders. She now has a senior position in a Canadian lab that focuses on team building. She has discovered that her fellow workers do not respond to her previous management style. What organizational communication barrier must she overcome? A)lack of communication skills B)long lines of communication C)differing frames of reference D)ego involvement

Bert is CEO of an organization with many layers in the chain of command. He is looking for ways to reduce these layers so that he can communicate more directly with the first-line employees. What organizational communication barrier is he trying to overcome? A)lack of trust between management and employees B)long lines of communication C)closed communication climate D)ego involvement

Melinda was recently hired as manager of a small retail establishment. She immediately noticed that employees seem afraid to speak with her. She wants her employees to feel comfortable coming to her about anything. What organizational communication barrier is she trying to overcome? A)lack of trust between management and employees B)top-heavy organizational structure C)turf wars D)lack of communication skills

Which of the following is an example of an informal organizational communication channel? A)A supervisor gives a performance appraisal to her subordinate. B)An employee suggests to his supervisor a way to increase productivity in his department. C)Research and development team members hold a virtual meeting to discuss ideas for future products. D)An employee starts a blog to share her personal work experiences, opinions, and observations.

Which of the following statements best describes formal and informal communication channels? A)All relevant organizational information should flow through formal communication channels. B)A free exchange of information within organizations should be avoided because it can lead to chaos. C)Managers should do everything possible to avoid grapevine communication within an organization. D)Companies should monitor social media sites to see what customers and others are saying about the company.

Sandra owns a medium-sized financial services firm. She would like to make the best use of the grapevine for communication. What is the most effective way for Sandra to do so? A)Use the grapevine for delivering only good news. B)Stay away from the grapevine and let employees use it privately. C)Increase the amount of information delivered through formal channels. D)Eliminate the grapevine entirely and allow formal communication only.

Covering up incidents, abusing sick days, lying to a supervisor, taking credit for a colleague's ideas, and inflating grades on a résumé are examples of which of the following? A)breaking the law B)common workplace practices C)unethical actions D)workplace distrust

Ethical business communicators strive to tell the truth and label opinions so that they are not confused with facts. They are objective and communicate clearly. From an ethical perspective, what else should ethical business communicators do? A)Ensure that communication flows upward, downward, and horizontally. B)Give credit when using the ideas of others. C)Encourage feedback. D)Choose appropriate channels of communication.

When faced with an ethical dilemma, what is the first question you should ask? A)What would my family, friends, and coworkers think? B)Would I take this action if I were on the opposite side? C)Is the action I am considering legal? D)Would a trusted advisor agree with this action?

Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales were higher than they actually were. Which of the following questions is NOT important as you decide what to do? A)Is the action you are considering legal? B)Are there better alternatives? C)Would family, friends, or coworkers approve? D)What is the best channel of communication to use in responding to your boss?

Communication today generally flows one way-from companies to the public.

In making hiring decisions, employers often rank communication skills among the most-requested competencies.

Today's new communication technologies have made writing skills less important than in the past.

You are born with the abilities to read, listen, speak, and write effectively.

The 21st-century economy depends mainly on information and knowledge.

The "new economy" comprises Internet-based companies, m-commerce, and e-commerce.

In today's Information Age, nearly three out of four jobs will require thinking, brainpower, and decision making.

Knowledge and information workers are paid for their ability to engage in physical labour and lift heavy objects.

Only workers at the highest levels of management are expected to think creatively and critically.

With more organizations using short forms of communication like tweets and text messages, writing skills are not as important today.

Flattened management hierarchies allow companies to react more quickly to market changes.

Diverse workforces are more likely to create the products that consumers demand.

Cross-functional teams are usually made up of people with similar backgrounds, knowledge, and training.

You may expect to work long hours without extra compensation and be available 24/7/365.

The rise of new communication technologies, trade barriers, advanced forms of transportation, and saturated local markets have encouraged companies to move to emerging markets around the world.

Frontline employees, as well as managers, participate in critical thinking and decision making.

A sizable chunk of our future economy may rely on "free agents" who will be hired on a project basis.

A "virtual office" is a workplace that is mobile and centralized.

Bypassing helps you get through to the person you are calling in the most efficient manner.

The first two steps in the communication process are 1) the sender has an idea, and 2) the sender encodes the message.

Computer, wireless network, phone, letter, and memo are all examples of channels.

Communication in today's workplace is shifting from one-sided and slow to interactive, instant, and less paper-based communication.

E-mail is rapidly becoming the preferred communication channel for online customer service.

One advantage of oral communication over written communication is that oral communication can be more easily adjusted to the audience.

One disadvantage of written communication is that it the paper trail it leaves can be dangerous.

External communication includes sharing ideas and messages with superiors, coworkers, and subordinates.

According to media richness theory, face-to-face conversations are the richest because they provide helpful cues and allow for immediate feedback.

Social presence is greater in asynchronous communication (e-mail, forum posts) than in synchronous communication (live chat, IM).

The three primary business communication functions are to inform, to persuade, and to entertain.

Information flows through formal communication channels in three directions: downward, upward, and spiral.

Organizations with free-flowing, open communication tend to be more successful.

Melinda, a company department manager, frequently communicates via text messages with other department managers within the company. This is an example of an upward flow of communication.

David, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager. This is an example of an upward flow of communication.

A company's CEO has developed a five-year strategic plan and will share it with all employees. This is an example of downward communication.

Jennifer's poor listening skills cause her to miss much of what her colleagues say during meetings. The organization communication barrier she is experiencing is a lack of communication skills.

To improve information flow, many of today's companies have decreased the number of operating units and managers, thereby shortening lines of communication.

Managers can use the grapevine productively by sharing bad news as well as good news.

Being ethical makes good business sense.

A(n) ____________________ or information worker engages in mind work and is paid for his or her education and ability to learn.

The three primary functions of business communication are to inform, to persuade, and to promote ____________________.

________________ communication includes exchanging ideas and messages with superiors, coworkers, and subordinates.

________________ communication includes exchanging ideas and messages with customers, suppliers, the government, and the public.

Telephone calls, conversations, interviews, meetings, and conferences are all forms of ___________ communication.

E-mail messages, memos, letters, and reports are all forms of ___________ communication.

_______________ richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient.

Media with high _____________ presence convey warmth and are personal.

Official information typically flows through formal channels in three directions: _________________, upward, and horizontally.

Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees.

Feedback from employees to management forms the ____________________ flow of communication in most organizations.

Workers at the same level coordinate tasks, share information, solve problems, and resolve conflicts through ____________________ communication.

The ____________________ is an informal channel of communication that carries organizationally relevant gossip and functions through social relationships.

____________________ refers to the conventional standards of right and wrong that prescribe what people should do.

____________________ are verifiable and often are quantifiable; opinions are beliefs held with confidence but without substantiation.

Ethical business communicators are ______________ when they recognize their own biases and strive to keep them from distorting a message.

__________ English policies ensure businesses write policies, warranties, and contracts in language comprehensible to average readers.

____________________ language is language that does not discriminate against individuals or groups on the basis of their sex, ethnicity, disability, race, sexual orientation, or age.

Explain why having strong writing skills is important in today's digital world.

Describe five trends occurring in today's dynamic workplace and discuss how communication skills are related to those changes.

Explain media richness theory and give an example of a rich medium and a lean medium.

Compare and contrast formal and informal channels of organizational communication.