Business Communication
Chapter Exam Questions
Course Introduction
Business Communication focuses on developing students' abilities to effectively convey ideas, information, and messages within professional settings. The course explores various forms of communication including written, verbal, and non-verbal and addresses their roles in business interactions such as meetings, presentations, negotiations, and digital correspondence. Students learn to analyze audiences, structure clear and persuasive messages, use proper business etiquette, and adapt communication styles to diverse workplace scenarios. Emphasis is placed on practical skills through case studies, group work, and individual assignments, preparing students for the dynamic demands of modern organizational communication.
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Business Communication Developing Leaders for a Networked World 3rd Edition by Peter Cardon
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2
Chapter 1: Establishing Credibility
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Q1) Martin is the general manager of a sports equipment manufacturing company.He wants to give one of his employees an "Employee of the Year" award.Which of the following individuals should he choose if he is looking for an employee with a strong sense of ethics?
A) Delia,who shares all relevant information with stakeholders
B) Nathan,who went to night school to acquire more job-related skills
C) Kelly,who shares the company's trade secrets with its competitors
D) Ai,who created a spreadsheet to help track production stages
E) Valeria,who conducts personal business on company time
Answer: A
Q2) Mario works for a research firm.He discloses a client's confidential information publicly.This action is an example of a A) business ethics violation.
B) low-trust relationship.
C) conflict between personal and corporate values.
D) failure to be transparent.
E) rationalization of unprofessional practices.
Answer: A
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Chapter 2: Interpersonal Communication and Emotional Intelligence
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Q1) Which of the following is an example of the active listening skill of clarifying?
A) Trung leans slightly forward as he listens to others.
B) Trung asks questions that demonstrate his desire to understand other points of view.
C) Trung asks the other person to explain a point more completely.
D) Trung expresses his own perspective after he has heard the other person.
E) Trung pauses to think about what he has heard and then paraphrases it.
Answer: C
Q2) Which of the following is a strategy to improve relationship management?
A) Engage in relaxation techniques to clear your mind.
B) Practice self-talk and visualize yourself responding effectively to challenging interpersonal issues.
C) Constantly evaluate your feelings and moods;attempt to understand your feelings as they occur.
D) Build up the courage to have a difficult conversation.
E) Reflect on personal strengths,weaknesses,and values.
Answer: D
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Chapter 3: Team Communication and Difficult
Conversations
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Q1) The number of collaboration technologies available can present a challenge to virtual teams.
A)True
B)False
Answer: True
Q2) You are working with your team on a group writing project.Which of the following can help you define your contributions and time commitments?
A) version control technology
B) a team charter
C) virtual communication technologies
D) a virtual watercooler
E) a self-disclosure exercise
Answer: B
Q3) List the traits of effective teams.
Answer: Effective teams build a work culture around values,norms,and goals.They discuss values,norms,and goals frequently.They spend most of their time discussing work issues.They meet often.They embrace differing viewpoints and conflict.They feel a common sense of purpose.
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Chapter 4: Communicating Across Cultures
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Q1) A major difference between high-assertiveness and low-assertiveness cultures is that people in low-assertiveness cultures tend to
A) avoid silence in conversation.
B) focus on results over etiquette.
C) value unrestrained expressions of ideas.
D) use tough language to establish dominance.
E) use cooperative language and emphasize quality.
Q2) Organizations in present-oriented societies are less likely to develop clear long-term strategies and business plans.
A)True
B)False
Q3) Amy assumes that her colleagues in Japan will be just as motivated by an individual rewards program as people in the United States are.This is an example of the outgroup homogeneity effect.
A)True
B)False
Q4) What is future orientation? What are the differences between cultures with high future orientation and cultures with low future orientation?
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Chapter 5: Creating Effective Business Messages
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Q1) In order to make business messages more positive,business writers should focus on actions they can accomplish and demonstrate a realistic optimism.However,they should be careful
A) not to set unrealistic expectations.
B) to avoid diplomatic terms.
C) not to use too-strong analogies.
D) to avoid generalizations.
E) not to send meta messages.
Q2) Jamal is writing a business communication to advocate for an onsite daycare at his office."Argument for a New Daycare" would be an effective title for his communication. A)True B)False
Q3) To break out of the reputation of an inexperienced newcomer,a person should A) avoid taking on projects that will reveal inexperience.
B) stand out from the corporate culture in terms of dress and communication.
C) be careful not to waste time on extras like creating a professional blog.
D) attend a lot of meetings to get to know as many colleagues as possible.
E) incorporate the I-voice in business messages as often as possible.
Q4) What are the common characteristics of excellent business thinkers?
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Chapter 6: Improving Readability With Style and Design
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Q1) People can generally process information more quickly when writers use passive verbs.
A)True
B)False
Q2) List three ways of ensuring the completeness of business messages.
Q3) In order to be accurate,a business message must be A) concise.
B) exact.
C) short.
D) redundant.
E) general.
Q4) The primary purpose of the FAIR test is to make sure that business communications are
A) concise.
B) accessible.
C) error-free.
D) understandable.
E) ethical.
Q5) Describe the significance of using white space in a business document.
Q6) What is the impact of using the active voice in business messages?
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Chapter 7: E-Mail and Other Traditional Tools for Business Communication
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Q1) Which of the following is most likely to be included in the signature block of an email?
A) a list of attachments
B) an expected action
C) statistical data
D) contact details
E) the names of all the recipients
Q2) Frequent incoming messages can
A) increase productivity.
B) increase attention spans.
C) reduce creativity.
D) reduce stress.
E) improve civility.
Q3) Focusing on task-related facts and issues in your reply is a good way to defuse situations involving cyber incivility.
A)True
B)False
Q4) Describe neutrality effect and negativity effect.
Q5) What is active listening,and why is it important in phone conferences?
Q6) How can you avoid technology problems when participating in a video call?
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Chapter 8: Social Media for Business Communication
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Q1) The Social Age is an era in which people engage in networked communication,collaborate across boundaries,and solve problems communally.
A)True
B)False
Q2) Which of the following Internet sites is a typical Web 2.0 page?
A) a discussion forum that allows users to post questions and answers
B) a museum web page that displays hours and a map
C) photos of a restaurant menu posted online
D) a single web page for a small business showing photos of products
E) an author's page with a biography and list of books but no contact form
Q3) Explain how both the employer and the employee can be affected by an employee misusing social media.
Q4) User 1.0 is most likely to
A) actively create and share content online.
B) express opinions and even change the content presented.
C) use email as the main communication tool.
D) customize web pages and content.
E) stay connected online all the time.
Q5) Why is it important to manage your online reputation?
Q6) What are some of the challenges associated with using a shared files platform?
Page 10
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Chapter 9: Routine Business Messages
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Q1) To show your sincerity in an appreciation message,you should
A) include exaggerated displays of gratitude.
B) avoid including a rationale for the gratitude.
C) make sure that your message is extremely formal.
D) focus exclusively on the recipient.
E) include a call to action at the end of the message.
Q2) Rachel walks into her boss's office and makes the following apology: "I was wrong to yell at you when I found out that my trip had been canceled.I did a poor job of controlling my emotions.I'll do better next time." What component of an apology has Rachel failed to include?
A) acknowledgment of a mistake
B) acceptance of responsibility
C) sincerity and timeliness
D) an expression of regret
E) a commitment not to repeat the offense
Q3) When conducting a FAIR test on a routine message,the most important aspect to consider is respect.
A)True
B)False
Q4) How can you construct a good set of directions that is easy to understand?
Page 11
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Chapter 10: Persuasive Messages
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Q1) Internal persuasive messages are more likely to appeal to emotion than external persuasive messages are.
A)True
B)False
Q2) Sandy is writing a brochure to explain the benefits of buying produce from local farmers at the farmers' market rather than from chain grocery stores.Which of the following is most likely to make her brochure effective?
A) stories about local farm families who participate in the farmers' market
B) statistics about how much money is spent at farmers' markets nationally
C) statements to make people feel guilty about not supporting local farmers
D) information about how much fuel is saved by not shipping produce long distances
E) a lecture about how important it is to put money into the local economy
Q3) The post-trust era has made persuasion more difficult.
A)True
B)False
Q4) Strong nouns and verbs make persuasive messages seem dull or mundane.
A)True
B)False
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Chapter 11: Bad-News Messages
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Q1) When delivering negative performance reviews,focusing on attitudes and intentions will
A) prevent employee defensiveness.
B) increase the effectiveness of the review.
C) be considered perceptive.
D) be perceived as judgmental.
E) increase the credibility of the reviewer.
Q2) How would you use the FAIR test to evaluate a performance review for a poorly performing individudal before giving it to the employee?
Q3) According to research firm Siegel+Gale,delivering bad news the right way can strengthen customer relationships and lay the foundations for increased trust when conditions improve.
A)True
B)False
Q4) A person who has to deliver bad news should avoid
A) using a neutral subject line for the message.
B) including a short buffer at the beginning of the message.
C) expressing sympathy to the readers.
D) taking the blame for something that is not his or her fault.
E) providing a rationale for the unfavorable decision made.
Page 13
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Chapter 12: Research and Business Proposals and Planning for Business Proposals
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Q1) The title should explain the primary point of a chart.
A)True
B)False
Q2) Tony is creating a survey on customer satisfaction.An appropriate question to include would be "Please describe your ideal customer service experience and tell us whether your experience with Sailboat Hospitality lived up to your expectations."
A)True
B)False
Q3) Which of the following makes a chart ineffective?
A) giving a short title to the chart
B) adding a subtitle for the chart
C) highlighting the chart's focal points
D) keeping the chart title nondescriptive
E) placing a callout box on the chart
Q4) The first step in developing research-based business reports is identifying what decision makers want to accomplish.
A)True
B)False
Q5) How are closed questions different from open-ended questions?
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Chapter 13: Completing Business Proposals and Business Reports
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Q1) Which of the following aspects of writing business reports relates to the component of credibility known as character?
A) providing quotes from outside sources
B) providing positions that help decision making
C) involving decision makers in the process
D) addressing the needs of decision makers
E) reporting information transparently
Q2) Tsitsi has been tasked to write a progress report for her marketing agency's largest account.What component will she include that she would not typically show up in other business reports?
A) an executive summary
B) an introduction
C) business objectives
D) headings
E) accomplishments
Q3) What is an advantage of using bulleted lists in reports? What is a disadvantage?
Q4) What have you learned in this chapter about the importance of precision in thinking? Explain how to convey excellent thinking in report writing.
Q5) Explain the importance of fact-based language in reports.
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Chapter 14: Planning Presentations
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Q1) Pavel is using the story line approach in his presentation.He says that the coffee shop chain he works for faces the challenge of improving its customer service orientation.After describing a sandwich chain that is similar to his company in size and target market,he explains the specific approach to training that the sandwich chain implemented in order to improve customer service.What aspect of a business story does his explanation about the training program represent?
A) the plot
B) the setting
C) the characters
D) the resolution
E) the moral or lesson
Q2) You should avoid seeking the help of public relations specialists when developing a high-stakes presentation because they will make it too slick or glib.
A)True
B)False
Q3) A compelling preview helps the audience listen to the whole presentation.
A)True
B)False
Q4) Discuss how to conclude a presentation with an effective review.
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Chapter 15: Delivering Presentations
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Q1) People often misread body language,so you should
A) stand behind a podium and grip it to keep from waving your hands.
B) avoid making gestures as much as possible.
C) pay attention to your audience member's and adjust your presentation based on their reactions.
D) plan your gestures ahead of time,the way you would choreograph a dance.
E) smile as much as possible to show that you have good intentions.
Q2) According to the SOFTEN model of nonverbal communication,during a presentation you should
A) attempt to read your audience and get a sense for how much energy they have.
B) speak very slowly to show how well you know your topic and how much you prepared.
C) put your hands on your hips or fold your arms to convey authority.
D) dress a little more casually than the audience is dressed.
E) smile as much as possible to express your enthusiasm for your topic.
Q3) Complying with audience requests is a bad idea as it will cause you to lose your train of thought.
A)True
B)False
Q4) How does rehearsing before a presentation help a speaker?
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Chapter 16: Employment Communication
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Q1) The primary goal of a cover letter is to
A) add a strong,emotional tone to the applicant's résumé.
B) leave questions in the employer's mind,so he or she will read the résumé.
C) highlight applicants' strengths and weaknesses.
D) make candidates look impressive through the use of exaggeration and hype.
E) sell key abilities and attributes in a way that matches the needs of the employer.
Q2) Rita has decided to leave her first job because she has been offered a position with a better chance of promotion.Rita should tell her supervisor that she is resigning as soon as she accepts the offer.
A)True
B)False
Q3) Focusing on ease of processing and consistency is important while formatting a résumé.
A)True
B)False
Q4) Discuss the etiquette for leaving an organization with grace and foresight.
Q5) Providing a list of personal references is a part of most job applications.
A)True
B)False
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