Business Communication
Exam Answer Key
Course Introduction
Business Communication explores the principles and practices of effective communication within a business context. The course covers a range of topics including verbal and nonverbal communication, business writing, presentations, digital communication, intercultural interactions, and professional etiquette. Students will learn to craft clear messages, tailor communication for diverse audiences, and utilize various media to support organizational goals. Emphasis is placed on developing practical skills through real-world case studies, collaborative projects, and simulations, preparing students to communicate confidently and effectively in professional environments.
Recommended Textbook BCOM 4th Edition by Carol M. Lehman
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14 Chapters
833 Verified Questions
833 Flashcards
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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57 Verified Questions
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Sample Questions
Q1) You are faced with a work-related ethical dilemma. In deciding what action to take, you would:
A) Check the company code of ethics to see if the action is prohibited.
B) Check legal implications and the company code of ethics, and then decide if the action is personally ethical.
C) Check with colleagues to see if they would take the action.
D) Check the legal implications and feel free to take the action if it is not illegal.
Answer: B
Q2) In confronting the international problems caused by lack of language training, the MOST useful advice for North Americans is to
A) be glad that English is used so widely for business transactions and not be overly concerned with the need for knowing other languages.
B) try to acquire second language skills if possible, or at least learn a few words in the language of your audience.
C) expect business representatives of other countries to know English.
D) always travel with an interpreter.
Answer: B
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Chapter 2: Focusing on Interpersonal and Group Communication
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Sample Questions
Q1) Guidelines for effective meetings include
A) limiting meeting length and frequency.
B) eliminating conflict.
C) preparing an agenda immediately following each meeting.
D) seeking unanimous agreement on all important issues.
Answer: A
Q2) Which of the following stages of team development is often NOT experienced, even in long-term teams?
A) Storming
B) Performing
C) Norming
D) Brainstorming
Answer: B
Q3) People constantly send meaning through kinesic communication which is expressed by nonverbal behavior.
A)True
B)False
Answer: True
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Chapter 3: Planning Spoken and Written Messages
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Sample Questions
Q1) Which sentence reflects the most effective wording?
A) You failed to tell us the color you wanted.
B) Please check the color you prefer on the enclosed card.
C) You did not state the color; do it now.
D) You probably forgot that we needed to know the color.
E) We are unable to ship your order at this time due to lack of information.
Answer: B
Q2) Embellishment or exaggeration is justified when needed for persuasive sales messages.
A)True
B)False
Answer: False
Q3) Using profanity on the job may be offensive to some or viewed as creating a hostile work environment.
A)True
B)False
Answer: True
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Chapter 4: Preparing Spoken and Written Messages
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Sample Questions
Q1) Which of the following is true of text chunking in documents?
A) Enumerated lists decrease visual attention given to paragraphed material.
B) Numerals are generally preferred over bullets.
C) Chunking makes the page look more organized and increases retention by 50 percent.
D) Placing a number, letter, or bullet before elements in a series reduces readers' attention to material.
Q2) Proofreading by reading a document aloud while another person verifies the copy is A) recommended for every business document.
B) recommended for extremely important documents.
C) recommended only when time permits.
D) not recommended because it takes up two people's time.
Q3) 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
Q4) How can proofreading be seen as an ethical responsibility of a communicator?
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Chapter 5: Communicating Electronically
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Sample Questions
Q1) Because e-mail messages are written efficiently, they should be organized in a direct, deductive style.
A)True
B)False
Q2) When leaving a voice mail for a client concerning an upcoming meeting, you should
A) discuss your schedule for the entire week, detailing each meeting you have.
B) start talking about the meeting immediately, without giving your name if your client should recognize your voice.
C) leave your name, telephone number, and enough details for the listener to understand what you want.
D) leave your name and telephone number and no other details to save time.
Q3) Explain the purpose of a subject line in an email message, and provide guidelines for writing an effective subject line.
Q4) Email and cell phone calls are preferred channels for communicating information that is private or sensitive.
A)True
B)False
Q5) Discuss five techniques for composing appropriate web content.
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Chapter 6: Delivering Good- and Neutral-News Messages
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Sample Questions
Q1) After consideration of a customer's request for a partial product refund due to repeated repairs, you have determined that you should comply. Which of the following is NOT part of your effective adjustment message?
A) A fair response to a legitimate request
B) A statement that "the claim is being granted"
C) Resale or sales promotional material
D) An attempt to regain possible lost goodwill
Q2) A well-written message acknowledging a customer's order usually will likely result in
A) the customer requesting to be removed from the mailing list.
B) the customer placing additional orders.
C) a decrease in the cost of doing business.
D) all of the above
Q3) Persuasive requests differ from routine requests in that
A) persuasive arguments need to be presented at the beginning of the message.
B) routine requests require a forceful approach.
C) routine requests begin with details and explanations first.
D) persuasive messages are shorter in length.
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Chapter 7: Delivering Bad-News Messages
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Sample Questions
Q1) Since the main message of a negative-news message is the bad news, more space should be devoted to the refusal than to the explanations for the refusal.
A)True
B)False
Q2) An effective counterproposal
A) can eliminate the need to state the refusal directly.
B) may represent a tangible benefit to the reader.
C) may not always be possible.
D) All of the above.
Q3) Usually, a statement of bad news should be followed by a logical explanation.
A)True
B)False
Q4) Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.
A)True
B)False
Q5) In some circumstances, placing a refusal in the first sentence is justified. A)True
B)False
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Chapter 8: Delivering Persuasive Messages
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Sample Questions
Q1) Which of the following is the BEST introduction of a product or service in a sales message?
A) Feel the warmth of the sun and the rush of the wind as you cruise through town in your new Trinity convertible.
B) This is your year to buy a new car, and we can help.
C) Wow...do we have the car for you!
D) The Trinity convertible has the power and style that few others can offer.
Q2) Which of the following is FALSE when offering guarantees and free trial offers in persuasive messages?
A) Guarantees and free trials convey a negative connotation that the purchase could be regretted or refused.
B) The positive connotations of such messages are stronger than the negatives, since the seller has a definite plan for ensuring that buyers get value for money spent.
C) If terms of a guarantee are long or complex, they can be included in an enclosure.
D) The purpose of the guarantee or free trial is to deter the reader from personally checking the product and comparing it with competing items.
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Chapter 9: Understanding the Report Process and Research Methods
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Sample Questions
Q1) The conclusion of a report should include a summary of findings and suggested action based on research.
A)True
B)False
Q2) XYZ, a potential supplier to NASA, would typically submit an RFP (request for a proposal) to NASA in order to obtain a contract with this government agency.
A)True
B)False
Q3) 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
Q4) Hypothesis testing is appropriate only in observational research settings. A)True
B)False
Page 11
Q5) Describe the four steps in finding a solution to a business problem.
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Chapter 10: Managing Data and Using Graphics
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Sample Questions
Q1) People who want to understand the interpretation of data are generally more interested in reading about proportions and ratios than about specific numbers.
A)True
B)False
Q2) A pictogram could be used to track progress toward completion of a six-month construction project.
A)True
B)False
Q3) Which of the following sentences best introduces a graph in a written report?
A)Fewer than three percent of the branch managers complained of long working hours, as shown in Figure 7.
B) Figure 7 is shown below.
C) Figure 7 shows the response of managers about working hours.
D) See Figure 7 for details about manager attitudes.
Q4) Interpretation and analysis of a graphic should appear before the graphic is shown. A)True B)False
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Page 12
Chapter 11: Organizing and Preparing Reports and Proposals
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Sample Questions
Q1) All report headings that are of the same level must be consistent in positioning, appearance, and grammatical construction.
A)True
B)False
Q2) 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.
Q3) Peyton, the new marketing director at his company, has been asked to write a report for the board of directors on a new corporate image for the company. The report must include an executive summary. What components should the executive summary include?
Q4) What is research credibility, and how can you enhance your credibility as a researcher?
13
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Chapter 12: Designing and Delivering Business
Presentations
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Sample Questions
Q1) Humor should not be used when introducing a presentation because it can be offensive to members of the audience.
A)True
B)False
Q2) During the question-and-answer period at the end of your presentation,
A) encourage the audience to ask questions.
B) ask hostile questioners to leave the audience.
C) allow the questions to continue until there are no more asked.
D) avoid restating the question and instead focus on the answer.
Q3) Which of the following should a speaker generally avoid in the body of a presentation?
A) Quotes from prominent people
B) Jokes and humor
C) Anecdotes
D) Numerous detailed statistics
Q4) Which of the following is a goal of an effective introduction to a presentation?
A) Provide relevant statistics.
B) Use jargon and technical terms.
C) Establish rapport.
D) Cover three to five major points.
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Chapter 13: Preparing Résumés and Application Letters
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Sample Questions
Q1) Describe three steps in the research phase of a job search.
Q2) Katina is formatting a scannable version of her resume for her job search. She should
A) italicize business, school, and college names.
B) use bullets rather than headings to differentiate the sections of the resume.
C) stay with a plain design with no special formatting.
D) keep white space to a minimum to make scanning simpler and less time consuming.
Q3) Marisol wants to know the best way to let the recipient of her application letter know that her résumé is included. Which of the following would you advise?
A) All that is necessary is an enclosure notation after the signature block.
B) Include the following in the second half of the letter: "The enclosed résumé details my responsibilities as office manager at Carson Office Systems, a job that gave me the opportunity to experience some of the situations you described in your ad."
C) Include the following sentence in the opening paragraph: "A résumé is attached that fully details each qualification I have acquired."
D) Include as a final sentence: "See the enclosed résumé for further details."
Q4) Discuss five guidelines for producing a résumé for posting to YouTube.
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15
Chapter 14: Interviewing for a Job and Preparing
Employment Messages
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Sample Questions
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) Good preparation for an interview is to study your résumé, as the typical interview focuses on information contained in the applicant's résumé.
A)True
B)False
Q3) Taylor has an interview; which of the following items will she likely NOT need to take with her?
A) A photo of herself
B) A list of references
C) A professional-looking pen and paper
D) Her résumé
Q4) Which of the following is NOT recommended behavior in a job interview?
A) Initiate a handshake if the interviewer does not.
B) Wait for the interviewer to ask you to be seated.
C) Lean slightly forward to show interest.
D) Emphasize a rising intonation at the end of sentences.
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