Question 1

Since communication skills are inherited, there is no point in trying to develop and improve these skills.

Accepted Answer

Communication skills are not solely inherited. While genetics may have some influence, communication skills can also be learned and developed through practice, education, and experience.

Question 2

If Françoise believes that all Americans are impatient and rude, she is guilty of stereotyping.

Accepted Answer

Françoise is assuming a negative characteristic to all Americans based on a limited and biased perception. This is an example of stereotyping, which involves making assumptions and generalizations about groups of people.

Question 3

Many companies have customized templates that employees can use as a basis for new documents, presentations, or Web pages.

Accepted Answer

Many companies provide customized templates for their employees to use as a starting point for new documents, presentations, or web pages in order to maintain consistency in branding and formatting.

Question 4

Amina
Amina received her human resources diploma last year, and has been working for six months in the human resources department of Global Success, an international marketing organization. When she accepted the position, she was very familiar with text messaging, instant messaging, blogging, and many other new technology-based communication channels, so she was quite confident that her communication skills would allow her to succeed in her new position. Amina's position requires that she create documents, often posting them to the company human resources Web site, and make presentations about human resources policies and procedures at company meetings.
-Amina plans to meet with seven other human resources specialists in seven different cities in four provinces. The company has decided to eliminate the cost of travel that a face-to-face meeting would incur. The group wants to meet in real time and they want to see and hear each other. What channel or technology might they use?
A)blog
B)videoconference
C)intranet
D)voice recognition software

Accepted Answer

The best choice for the group of human resources specialists to meet in real time and see and hear each other would be a videoconference. This technology allows participants to connect from different locations and engage in a live interactive meeting, without the need for travel. The other options (blog, intranet, and voice recognition software) do not provide the same level of interaction and communication that a videoconference would offer.

Question 5

People who develop the habit of faking attention to a listener often find it hard to concentrate even when they want to pay attention.

Accepted Answer

Faking attention can become a habit that interferes with one's ability to concentrate when they actually do want to pay attention. This is because the habit of pretending to listen can become automatic, making it difficult to turn off when genuine focus is required.

Question 6

One effect of modern communication technologies, such as instant messaging, is that communication is often synchronous and is more often interrupted.

Accepted Answer

Modern communication technologies, such as instant messaging, allow for real-time communication, making it more synchronous. However, this also means that communication is more likely to be interrupted due to the constant stream of messages and notifications.

Question 7

Amina
Amina received her human resources diploma last year, and has been working for six months in the human resources department of Global Success, an international marketing organization. When she accepted the position, she was very familiar with text messaging, instant messaging, blogging, and many other new technology-based communication channels, so she was quite confident that her communication skills would allow her to succeed in her new position. Amina's position requires that she create documents, often posting them to the company human resources Web site, and make presentations about human resources policies and procedures at company meetings.
-Amina has sent a message to an applicant for a marketing position with Global Success asking for clarification of some information contained in the applicant's résumé. She needs his reply before she decides whether to forward his application and résumé to the selection committee. At what point can Amina assume that communication has been successful?
A)when the applicant receives the message
B)when she is confident that the applicant understands her meaning
C)when the applicant reads the message
D)when she receives a reply from the applicant

Accepted Answer

Amina can assume that communication has been successful when she receives a reply from the applicant, as this indicates that he has read and understood her message and has taken action by responding to it. Until she receives a reply, she cannot be certain that the message was received or understood.

Question 8

Customers often prefer companies that practise diversity.

Accepted Answer

Customers value diversity and inclusivity in companies and are more likely to support and remain loyal to those that actively practice and promote it.

Question 9

Amina
Amina received her human resources diploma last year, and has been working for six months in the human resources department of Global Success, an international marketing organization. When she accepted the position, she was very familiar with text messaging, instant messaging, blogging, and many other new technology-based communication channels, so she was quite confident that her communication skills would allow her to succeed in her new position. Amina's position requires that she create documents, often posting them to the company human resources Web site, and make presentations about human resources policies and procedures at company meetings.
-Based on the information in the text, what has Amina likely learned about her communication skills in the past six months?
A)Texting and instant messaging are not used at all in the workplace.
B)The Human Resources Manager, who is 56 years old, is just as proficient as Amina is with these new technology-based communication channels.
C)Nobody that Amina communicates with pays much attention to conventional spelling, grammar, or punctuation.
D)She needs to develop appropriate communication skills for a wider range of purposes, audiences, and situations.

Accepted Answer

Amina may have learned that her communication skills, while strong in certain areas such as technology-based communication channels, may need improvement in other areas in order to effectively communicate with a wider range of audiences and in different situations.

Question 10

Information that we access in a library is always more credible than information that we find using online sources.

Accepted Answer

While information found in a library is a valuable resource, the credibility of information found online depends on the source and the level of scrutiny used to evaluate it. It is important to critically evaluate all sources of information, regardless of where they are found.

Question 11

Computer-based communications systems such as wikis that allow users to collaborate on Web-based documents and Web sites are useful resources, but users should also be aware of some hazards they may present.

Accepted Answer

Computer-based communication systems such as wikis can present hazards such as misinformation, cyberbullying, and unauthorized access to information. Therefore, users should be aware of these hazards and take measures to prevent them.

Question 12

When speaking with someone whose first language is not English, it is a good idea to speak more loudly than usual to help him or her understand.

Accepted Answer

Speaking louder does not necessarily help someone understand better if they are not familiar with the language. It is better to speak clearly and at a moderate pace to aid in understanding.

Question 13

You will not be able to control some of the many factors that determine your success in the workplace. One factor that you can control, however, is how well you communicate.

Accepted Answer

Communication is a skill that can be learned and improved upon, and it plays a significant role in how successful you are in the workplace.

Question 14

Amina
Amina received her human resources diploma last year, and has been working for six months in the human resources department of Global Success, an international marketing organization. When she accepted the position, she was very familiar with text messaging, instant messaging, blogging, and many other new technology-based communication channels, so she was quite confident that her communication skills would allow her to succeed in her new position. Amina's position requires that she create documents, often posting them to the company human resources Web site, and make presentations about human resources policies and procedures at company meetings.
-Amina feels that she has become a much better communicator in the six months since she was hired. Which statement seems to apply best to Amina's situation?
A)Most experienced businesspeople are better communicators than most students.
B)In business, verbal communication isn't as important as nonverbal communication.
C)With learning and practice, students and business professionals can improve communication skills.
D)People are born with the ability to acquire language and to listen, which means that communication skills are innate and hereditary.

Accepted Answer

Amina's experience shows that with learning and practice, individuals can improve their communication skills. This is a key idea in effective communication, as it emphasizes the importance of ongoing development and improvement. It is also a more optimistic and growth-focused perspective than the idea that communication skills are innate and fixed, as suggested in option D. Options A and B do not accurately reflect Amina's situation or the broader importance of effective communication in business.

Question 15

Normally, younger employees who are very computer literate and "tech savvy" have also developed better writing and speaking skills than older colleagues and employers.

Accepted Answer

Being computer literate and "tech savvy" does not necessarily correlate with having better writing and speaking skills, as these are distinct skill sets.

Question 16

Amina
Amina received her human resources diploma last year, and has been working for six months in the human resources department of Global Success, an international marketing organization. When she accepted the position, she was very familiar with text messaging, instant messaging, blogging, and many other new technology-based communication channels, so she was quite confident that her communication skills would allow her to succeed in her new position. Amina's position requires that she create documents, often posting them to the company human resources Web site, and make presentations about human resources policies and procedures at company meetings.
-Laura Ambrose has received several complaints from her employees about how the office's meetings are currently organized. Instead of getting upset, she has decided to use this as an opportunity to improve office meeting structure and is glad that her employees feel comfortable enough to voice their opinions. Which of the recommendations given in the text for becoming an active listener is she practising?
A)Establish a receptive mindset.
B)Listen for main points.
C)Listen between the lines.
D)Be patient.

Accepted Answer

Laura Ambrose is demonstrating an open mindset by actively engaging with her employees' complaints and taking them as an opportunity to improve. This shows that she is willing to listen and receive feedback, which is in line with the recommendation of establishing a receptive mindset as an active listener.

Question 17

Researchers say that most of us listen at 75 percent efficiency.

Accepted Answer

Most people listen at only about 25 percent efficiency, not 75 percent, according to various studies on listening and communication skills.

Question 18

In order to be successful in the "knowledge economy" of tomorrow, Canadian businesses will need to rely more on the ability of their employees to communicate effectively with people beyond their regional, national, and possibly homogeneous working groups.

Accepted Answer

With the increasing globalization and interconnectedness of businesses, employees will need to be able to effectively communicate and collaborate with individuals from diverse backgrounds and cultures. This will require strong communication skills and cultural awareness beyond their immediate working groups.

Question 19

Becoming familiar with and using modern office and collaboration technologies can help employees be more successful in today's workplace.

Accepted Answer

Modern office and collaboration technologies can help employees communicate, collaborate, and work more efficiently, which ultimately leads to greater productivity and success in the workplace. With the rise of remote work and global teams, these technologies have become even more important for facilitating effective communication and collaboration across different locations and time zones.

Question 20

Amina
Amina received her human resources diploma last year, and has been working for six months in the human resources department of Global Success, an international marketing organization. When she accepted the position, she was very familiar with text messaging, instant messaging, blogging, and many other new technology-based communication channels, so she was quite confident that her communication skills would allow her to succeed in her new position. Amina's position requires that she create documents, often posting them to the company human resources Web site, and make presentations about human resources policies and procedures at company meetings.
-Amina needed to let some of her colleagues know that the company's holiday social was being rescheduled from 6:00 pm to 7:30 pm. She decided to personally call each colleague individually to deliver the information. On the day of the holiday social, some of her colleagues arrived at 6:00 instead of 7:30. Where in the communication process did Amina make a mistake?
A)She improperly encoded the message.
B)She chose the incorrect channel to deliver the message, making it difficult to remember.
C)The receivers were unable to decode the message because it was too complex.
D)She did not allow for feedback from the receivers.

Accepted Answer

Amina chose to deliver the information through personal phone calls, which may not have been the most effective channel for ensuring that all colleagues received and remembered the message. This could have led to some of them arriving at the wrong time. A better choice would have been to send a group email or post the information on the company's intranet, which would have made it easier for colleagues to access and refer to the information.

Quiz 1: Career Success Begins With Communication Skills