Advanced Business Communication
Textbook Exam Questions
Course Introduction
Advanced Business Communication delves into the strategies and techniques essential for effective communication in the modern business environment. The course emphasizes the development of critical skills such as persuasive writing, high-level presentations, intercultural communication, conflict resolution, and the use of digital tools for business correspondence. Students will analyze real-world case studies, participate in collaborative projects, and refine their ability to convey complex ideas succinctly to diverse audiences, preparing them for leadership roles in both domestic and international business settings.
Recommended Textbook
Business Communication 16th Edition by Carol Lehman
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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Q1) Javon explains a new policy to his staff which prohibits the use of office computers for personal email.Several of the employees frown at the news and one staff member makes a sarcastic remark.Steve's staff is
A)giving feedback.
B)interfering.
C)decoding.
D)encoding.
Answer: A
Q2) People communicate to satisfy needs in both their work lives and private lives.
A)True
B)False
Answer: True
Q3) Organizations that have shifted towards team structure typically believe that the team process will result in
A)rewards based on team performance alone.
B)rewards based on individual effort and team performance.
C)increased mediocrity.
D)reduction in personal effort.
Answer: B
Page 3
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Chapter 2: Focusing on Interpersonal and Group Communication
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Q1) Management exercising strong control and motivating its employees through external incentives such as a paycheck are reflective of the ____ style.
A)Theory X
B)Theory Y
C)Situational leadership
D)Total Quality Management
Answer: A
Q2) The terms role and status are used interchangeably to indicate the part people play in the organization.
A)True
B)False Answer: False
Q3) In the traditional Japanese culture,business people consider direct eye contact disrespectful or aggressive.
A)True
B)False
Answer: True
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Page 4
Chapter 3: Planning Spoken and Written Messages
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Sample Questions
Q1) The perception of reality of both the sender and the receiver
A)is limited by signals we receive through our five senses.
B)appears the same to each person when communication is effective.
C)eliminates confusion in communication.
D)is the same for people from the same culture.
Answer: A
Q2) Which of the following is the BEST example of a message with a positive,tactful tone?
A)You failed to specify the alternate choice if the preferred item was not available.
B)It is imperative to remember to never leave the doors unlocked during the weekend.
C)The unfortunate careless error has negatively affected all budgets.
D)Remember to complete the form and return it next week so the order can be processed.
Answer: D
Q3) Both good-news and routine news messages follow the deductive pattern.
A)True
B)False
Answer: True
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Chapter 4: Preparing Spoken and Written Messages
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Q1) In which situation would a communicator use an inductive outline?
A)To explain how to get optimum performance from a smart phone
B)To outline procedures for logging into a network
C)To tell employees that a two-week furlough is necessary for all employees.
D)To respond positively to a request to replace a defective treadmill
Q2) When proofreading,reading a document from right to left is recommended because it helps the writer focus on individual words and spacing elements within the text.
A)True
B)False
Q3) "The training session was worthwhile; it was worthwhile because employees learned to do the task correctly." is an example of which of the following techniques used for emphasis?
A)Position
B)Repetition
C)Words that label
D)Passive voice
Q4) Explain how writing a document in Plain English increases its effectiveness.
Q5) List and briefly explain five visual enhancements a writer can use to draw attention to important information.
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Chapter 5: Communicating Electronically
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Q1) Repeating the information in the subject line in the first sentence of an email is redundant and should be avoided.
A)True
B)False
Q2) A manager is faced with having to lay off some of his staff due to financial losses that the company has suffered.Which of the following channels of communication would be MOST appropriate for sharing this news,given the sensitive nature of the message?
A)A well-written, empathetic letter
B)A face-to-face meeting with each employee
C)A phone call
D)An email message
Q3) Which of the following is NOT an example of good email etiquette?
A)Answer every email message as soon as it is received.
B)Forward an email from another person only with the permission of the original writer.
C)Send short, direct messages that would typically be sent through memos.
D)Avoid sending messages when you are angry.
Q4) Discuss five techniques for composing appropriate web content.
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Chapter 6: Delivering Good and Neutral News Messages
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Q1) Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered a
A)persuasive claim.
B)complaint.
C)routine claim.
D)negative news message.
Q2) Ola Jensen has placed her first order with your company.What is the BEST method to let her know you received her order?
A)Send her a preprinted form letter acknowledging the order.
B)Send her a copy of the sales order.
C)Send her sales promotional material.
D)Send her an individualized acknowledgment message about her order.
Q3) A sincere apology message to a customer for a serious mistake made would likely be considered by the customer as A)a negative news message.
B)an attempt to preserve a relationship.
C)unwelcomed, since a verbal apology is more meaningful.
D)a misdirected communication.
Q4) Discuss the impact of culture in delivering good- and routine-news messages.
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Chapter 7: Delivering Bad-News Messages
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Q1) A company plans to downsize over the next year.Which of the following would be the BEST way to prepare employees for this negative announcement?
A)Send an email to employees the first day that employees are scheduled for layoff.
B)Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations.
C)Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens.
D)Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement.
Q2) Which of the following is the BEST suggestion to follow when refusing a request?
A)Use the inductive approach.
B)Provide a vague reason to minimize the receiver's disappointment.
C)Use the direct approach.
D)Follow the bad news with adequate reasons.
Q3) Usually,a statement of bad news should be followed by a logical explanation.
A)True
B)False
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Chapter 8: Delivering Persuasive Messages
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Q1) Josef has responded to product advertising that focuses on convenience,durability,and service.At which level of Maslow's need hierarchy is he most likely motivated?
A)Security
B)Social
C)Ego
D)Self-actualization
Q2) Which of the following statements is FALSE concerning claim messages?
A)Most claims are from people who believe they have a legitimate complaint.
B)The way an adjuster handles the complaint determines to a large extent the goodwill of the company.
C)Complainers are less likely to continue to do business with a company than those who do not complain.
D)Businesses that resolve claims effectively will retain most of the complainers as repeat customers.
Q3) Advertising on mobile devices
A)requires personalization for each recipient.
B)costs somewhat more than flyers.
C)is regulated by laws and industry guidelines.
D)has peaked.
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Chapter 9: Understanding the Report Process and Research Methods
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Q1) If you wanted to research the Internet for articles on outsourcing to India,which of the following key phrases would result in the narrowest search?
A)Outsourcing
B)"Outsourcing"
C)Outsourcing to India
D)"Outsourcing to India"
Q2) If your research calls for counting the number of people entering two fast-food restaurants,recording certain behavioral characteristics,and comparing those two sets of data,you would be conducting ____ research.
A)observational
B)normative
C)experimental
D)replication
Q3) While cross-cultured market research is expensive,it is worthwhile before a product launch is attempted.
A)True
B)False
Q4) Describe the four steps in finding a solution to a business problem.
Q5) Explain the benefits of conducting secondary research.
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Chapter 10: Managing Data and Using Graphics
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Sample Questions
Q1) In formatting a report,you discover that an entire table will not fit on the bottom of a page.You should
A)continue the graphic interpretation to the bottom of the page and begin the next page with the table.
B)begin the table, allow an adequate margin at the bottom of the page, and complete the table at the top of the next page.
C)end the page with the introduction to the table, regardless of space left on the page.
D)place the table prior to the text reference to it if that placement will allow the entire table to appear on that page.
Q2) When viewing tabulated research results,readers or listeners need exact statistics rather than rounded fractions and percentages.
A)True
B)False
Q3) Data that can be presented in a pie chart may also be presented in a bar chart,but the reverse is not always true.
A)True
B)False
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12
Chapter 11: Organizing and Preparing Reports and Proposals
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Q1) Which of the following is correct concerning the analysis sections of a formal report?
A)An informational report typically ends with recommendations and has no summary or conclusions.
B)An analytical report typically has no summary or conclusions and ends with recommendations.
C)For short reports, the writer may place the summary, conclusions and recommendations together in one section.
D)None of the above is correct.
Q2) Derek is writing a short report about his findings on the attitudes of custodial employees on the job.The audience for the report is Physical Plant management for the company.Which of the following formats should Derek use?
A)letter format
B)memo format
C)form report
D)formal report
Q3) An executive summary should only be used for long and complex reports.
A)True
B)False
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Chapter 12: Designing and Delivering Business
Presentations
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Q1) Distance delivery presentation methods are appropriate
A)for covering highly sensitive or confidential issues.
B)for persuasive or problem solving meetings where no relationship has been established among participants.
C)whenever participants are unfamiliar with the technology.
D)when the costs in time, money, and human energy justify them.
Q2) Randall,an advertising campaign specialist,is making a presentation to decision makers at his firm on marketing a new sports nutrition supplement,Crealean,for building muscle.What would be the most effective presentation visual for him to use?
A)A handout providing a detailed summary of his presentation.
B)A person who has used the product.
C)A model of the product.
D)An electronic presentation outlining specific marketing strategies.
Q3) When planning and practicing your presentation to a national audience,how should you handle a Deep South accent?
A)Speak more rapidly.
B)Apologize for your accent at the beginning of the presentation.
C)Do not let concern over your accent interfere with your enthusiasm.
D)None of the above
Page 14
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Chapter 13: Preparing Résumés and Application Letters
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Q1) Describe three steps in the research phase of a job search.
Q2) The organizational plan for an application message is most like that of a
A)routine news message to staff about a company matter.
B)congratulatory message to a colleague or customer.
C)request for colleagues to contribute to a charity.
D)good-news message to customers concerning a price reduction.
Q3) List five sources for finding prospective employers; give one advantage and one disadvantage of each source.
Q4) A job applicant need no longer be concerned about the possibility of gender discrimination in employment,since it has been illegal for decades.
A)True
B)False
Q5) A job applicant should complete an assessment of the career field and the particular job before preparing a résumé.
A)True
B)False
Q6) List three ways to organize a résumé and describe when each résumé is appropriate.
Q7) Discuss five guidelines for producing a résumé for posting to YouTube.
Page 15
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Chapter 14: Interviewing for a Job and Preparing
Employment Messages
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Q1) The interviewer typically forms an initial impression of the applicant
A)in the first few seconds of the interview.
B)after several questions have been answered in the interview.
C)near the close of the interview.
D)while reflecting on the candidate following the interview.
Q2) An interviewer who follows a predetermined agenda,including a series of questions and statements designed to elicit necessary information is conducting which type of interview?
A)Stress interview
B)Planned interview
C)Structured interview
D)Group interview
Q3) The purpose of a stress interview is to observe how an interviewee performs in an anxiety-producing situation.
A)True
B)False
Q4) During interviews,there is typically an exchange of information between the job candidate and interviewer.What should you be prepared to discuss during this part of the interview?
16
Q5) Discuss appropriate ways to respond to illegal interview questions.
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Chapter 15: Document Format and Layout Guide
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Sample Questions
Q1) Most business letters and memos are printed with a ragged right margin and left justified margin.
A)True
B)False
Q2) Which of the following is FALSE concerning the use of headings in reports?
A)Several levels of headings may be used and should be typed in different ways to indicate level of importance.
B)Heading format varies with the documentation manual used.
C)Two levels of headings should not appear consecutively without any intervening text.
D)Only first, second, and third level headings should be used.
Q3) Describe the standard parts of a business letter.
Q4) What should be included in a second page heading for a two-page memo or letter?
A)Name of the receiver, page number, date.
B)Name of the sender, page number, date.
C)Sender's last name and page number.
D)Sender's company name and page number.
Q5) Discuss the use of emoticons in business messages.
Q6) Explain the two common punctuation styles used in business letters.
Q7) Describe two common business letter formats; include an advantage of each.
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Chapter 16: Referencing Styles
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Q1) You are preparing a report on professional ethics in which you quote the author of a current issue of Journal of Business Ethics.If you are using APA style,the citation for the direct quote in the text includes
A)author's name and page number
B)author's name and date
C)author's name, date, and page number
D)article title, date, and page number
Q2) Which of the following is NOT included in a reference to an electronic source?
A)Author
B)Date you retrieved or accessed the article
C)Date of publication
D)All of the above are included
Q3) In APA style,the reference list is typed in alphabetic order by last names with only initials used for first names.
A)True
B)False
Q4) Why can citing electronic sources be challenging? What is the best advice for citing electronic sources when you are unsure about the required format?
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18
Chapter 17: Language Review and Exercises
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Q1) Which of the following sentences follows the normal subject-verb-complement sequence?
A)It is necessary that we withdraw the funds.
B)Here are the main reasons we must withdraw the funds.
C)There are two reasons for our withdrawal of funds.
D)We must withdraw the funds for two reasons.
Q2) Which of the following sentences is punctuated correctly?
A)Our workers have been very efficient this year; they are expecting a bonus.
B)Our workers have been very efficient this year; and they are expecting a bonus.
C)Our workers have been very efficient this year and they are expecting a bonus.
D)Our workers have been very efficient this year and, they are expecting a bonus.
Q3) Which of the following is an example of a dangling phrase?
A)Working at full speed every morning, fatigue overtakes me in the afternoon.
B)Working at full speed every morning, I become tired in the afternoon.
C)Because I work at full speed every morning, fatigue overtakes me in the afternoon.
D)Since I work at full speed every morning, I am tired in the afternoon.
Q4) Explain how apostrophes are used to form possessives.
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Chapter 18: Extension Course Posttest
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Q1) Which of the following is NOT true of nonverbal communication?
A)Nonverbal messages may be intentional or unintentional.
B)Nonverbal messages may have different meanings for different people.
C)Nonverbal messages can contradict the accompanying verbal message.
D)Nonverbal messages, though powerful, are less powerful than verbal messages.
Q2) While e-portfolios and employment videos are helpful in communicating an applicant's qualifications and abilities,their use may also
A)enable the potential employer to stereotype and discriminate against the applicant.
B)decrease attention to the "soft skills" of the applicant.
C)encourage the potential employer to focus on your physical characteristics
D)lead to all of the above.
Q3) Which of the following facts makes effective listening challenging?
A)The human ear is unable to keep up with the speech rate of most speakers.
B)Our minds process much faster than a speaker can talk.
C)The listener often thinks ahead to anticipate future points and evaluate the ideas heard.
D)Making written notes short circuits the listening activity.
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Chapter 19: Extension Course Pretest
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Q1) Mentally organizing a message before writing it does NOT
A)shorten the time spent composing the message.
B)help ensure that ideas are presented clearly and logically.
C)enable the writer to decide whether an inductive outline or a deductive outline is best.
D)accomplish all any of the above.
Q2) Which of the following is the most accurate statement concerning the use of a thank-you message following a job interview?
A)A written thank-you is not necessary if you thanked the interviewer in person before leaving the appointment.
B)A thank-you is appropriate, and depending on the situation, could be in the form of a formal letter, a handwritten note, or an email message.
C)A thank-you message should be mailed to arrive about two weeks following the interview if you haven't received a response from the company about the job.
D)A thank-you message is not appropriate because it can be perceived as "pushy."
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