Business Communication
Exam Materials
Course Introduction
Business Communication focuses on the principles and practices essential for effective communication within a professional environment. The course covers topics such as crafting clear messages, persuasive writing, active listening, intercultural communication, and the use of digital tools in business interactions. Students learn to develop professional documents, deliver impactful presentations, and navigate formal and informal communication channels. Emphasis is placed on teamwork, problem-solving, and adapting communication styles to diverse workplace scenarios, preparing students to engage confidently and competently in various business contexts.
Recommended Textbook BCOM7 7th Edition by Carol M. Lehman
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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Sample Questions
Q1) People communicate to satisfy needs in both their work lives and their private lives.
A)True
B)False Answer: True
Q2) Downward communication is a type of communication that is generally a response to requests from supervisors.
A)True
B)False Answer: False
Q3) Entertainment is a common purpose of communication in the workplace, whereas informing and persuading are not.
A)True
B)False Answer: False
Q4) Teams prevent companies from drawing on the skills and imagination of a whole workforce.
A)True
B)False
Answer: False
Page 3
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Chapter 2: Focusing on Interpersonal and Group Communication
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Q1) Sandra is a manager at Starlight Inc. She wants to upgrade the quality of Starlight's products. She calls for a meeting with the technical experts of her company and asks for suggestions on how to achieve this goal. She gathers information by listening to each of the experts. In this scenario, Sandra is involved in _____.
A)casual listening
B)listening for information
C)intensive listening
D)empathetic listening
Answer: C
Q2) According to the older view of management, labeled as theory X by McGregor, management _____.
A)sought to motivate an individual solely through external incentives
B)strove to balance control and individual freedom
C)lessened the need for external motivation by treating an individual as a mature person
D)emphasized more concern for an individual than the job
Answer: A
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4
Chapter 3: Planning and Decision Making
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Q1) Ideas are more interesting and appealing if they areexpressed from the sender's viewpoint.
A)True
B)False
Answer: False
Q2) Ross is the CEO of IO Technological Solutions (IOTS), a multinational company. Ross stresses on a decentralized working environment and is very friendly with his staff. In board meetings, he stresses that every top level employee at IOTS should focus on building a personal relationship with his or her team members and mentor them to succeed in their work. In this scenario, Ross focuses on a _____ for his company.
A)hierarchy culture
B)market culture
C)clan culture
D)adhocracy culture
Answer: C
Q3) Written defamatory remarks are referred to asslander.
A)True
B)False
Answer: False
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Page 5
Chapter 4: Preparing Written Messsages
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Q1) Routinely used clichéscapture a receiver's attention because they are original,fresh, and interesting.
A)True
B)False
Q2) List and briefly explain five visual enhancements a writer can use to draw attention to important information.
Q3) Discuss the techniques to be followed to communicate concisely in a document.
Q4) A best practice to communicate concisely is to:
A)incorporate redundancies.
B)restate ideas that are sufficiently implied.
C)include clichés that are wordy.
D)use compound adjectives.
Q5) _____ involves breaking down information into easilydigestible pieces.
A)Connotation
B)Chunking
C)Jargon
D)Redundancy
Q6) Discuss the significance of proofreading a document to improve its quality.
Q7) Why is it necessary to avoid discriminatory language
List the guidelines that will help a writer avoid bias in a document.
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Chapter 5: Communicating Electronically
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Q1) _____ provide virtualcommunities in which people with shared interests can communicate.
A)Voice mails
B)Social networking sites
C)Electronic mails
D)Text messages
Q2) What are the advantages of electronic mail communication?
Q3) Which of the following is true of cellphone communication?
A)It significantly diminishes the ability to communicate when away from the office.
B)It improves performance among salespersons by improving their outreach to clients.
C)It prohibits radio frequencies that transmit voice signals to be picked up by other equipment.
D)It reduces costs when communicating with people located in several time zones.
Q4) Discuss wireless communication and its future scope.
Q5) Discuss in detail the considerations a user should adopt for effective social media use.
Q6) What is voice mail communication
List the recommended guidelines for effective voice mail communication.
Page 7
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Chapter 6: Delivering Good- and Neutral-News Messages
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Q1) Ignacio asks for a refund for a recently purchased malfunctioning DVD player. His request for the refund is considered a _____.
A)persuasive claim
B)neutral-news message
C)routine claim
D)negative-news message
Q2) When asked to provide credit information about an account holder, it is advisable to report facts and personal opinions about the applicant.
A)True
B)False
Q3) Discuss the different replies for credit information requests.
Q4) Which guidelines should be followed while writing an effective appreciation message
Q5) Memorandums, or memos, are appropriate for communication both inside and outside a company.
A)True
B)False
Q6) List the ways in which a form letter can be made more personal.
Q7) What content should an effective adjustment message contain?
Page 8
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Chapter 7: Delivering Bad-News Messages
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Q1) Identify the steps in a company's plan of action for a crisis.
Q2) Sharing bad news via telephone minimizes the misinterpretation of highly sensitive messages.
A)True
B)False
Q3) Determine the different techniques that can be used to subordinate bad news in a bad-news message.
Q4) Conference Hotel ChangesYou manage a large hotel that is used by organizations and businesses for meetings and conferences. A recent storm has damaged part of your hotel, which means that you have fewer rooms available for meetings. You now have nearly 20 percent fewer guest rooms for conference participants and four less meeting rooms for smaller sessions. You estimate that room repairs will take nearly a month, but the Association of Intercultural Studies is scheduled to arrive for a three-day conference in two weeks and has booked all the rooms. Now there are not enough rooms for the conference.Required: As manager of the hotel, write a letter to the meeting manager for the association. Tell the manager the bad news regarding the damage to the rooms and provide an alternative of using rooms at a nearby hotel.
Q5) Show the ways in which a bad-news message can be ended on a positive note.
Q6) Describe the legal implications for denying credit.
Page 9
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Chapter 8: Delivering Persuasive Messages
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Q1) Describe the objectives that the final paragraph of a sales message must achieve.
Q2) Santosh, a manager at a computer service center, has drafted a sales letter to area businesses in which he has emphasized his central selling point- immediate, personal service-in each paragraph. To make the message effective, he should edit his message to include the idea of his central selling point in only one paragraph.
A)True
B)False
Q3) A message that is sent in response to a sales information request requires an attention-getting sentence.
A)True
B)False
Q4) A salesperson you supervise is having trouble providing evidence for statements in a persuasive email message that invites customers to try out a new anti-spam software program. What advice would you give her?
Q5) Characterize the different types of claims and their advantages and disadvantages.
Q6) Describe persuasive communication within an organization.
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Chapter 9: Understanding the Report Process and Research Methods
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Q1) Differentiate between periodic reports and functional reports.
Q2) Explain the difference between a finding, a conclusion, and a recommendation.
Q3) One advantage of secondary research is that it avoids needless duplication of costly research efforts.
A)True
B)False
Q4) Which of the following is an accurate statement concerning the use of primary and secondary research methods?
A)Secondary research helps establish a point of departure for further research.
B)A researcher typically chooses either secondary or primary research and seldom uses both.
C)Primary research is the predominant research method selected for a study, with secondary research available as an option, if needed.
D)Secondary research includes observation, experimentation, and normative surveys unlike primary research which provides information that has already been created by others.
Q5) The main function of vertical reports is to contribute to management control.
A)True B)False
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Chapter 10: Managing Data and Using Graphics
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Q1) A line chart is an effective graphic for comparing housing prices in a particular state or region with housing prices in the United States over a five-year period.
A)True
B)False
Q2) Which of the following is an example of an effective talking title?
A)Interest Rates in the U.S.
B)U.S. Rates of Interest from January-April
C)U.S. Interest Rates Declined January-April
D)News on Interest Rates
Q3) Placing graphic material in the appendix is:
A)recommended when graphics make the discussion complicated to follow.
B)recommended at all times to simplify text preparation.
C)not recommended if the information is quantitative.
D)not recommended if the information is accurate.
Q4) Extreme use of color, complicated symbols and art techniques, and unusual combinations of typefaces reduce the impact of the material presented.
A)True
B)False
Q5) List and discuss five suggestions related to constructing bar charts.
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Chapter 11: Organizing and Preparing Reports and Proposals
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Q1) The proposal written by a manager to introduce changes in a company is called a(n) _____.
A)solicited proposal
B)unsolicited proposal
C)external proposal
D)internal proposal
Q2) Which of the following suggestions should be applied when writing a formal report?
A)Use tense consistently.
B)Use first-person pronouns as a rule.
C)Use passive voice.
D)Place two headings consecutively without any intervening text.
Q3) When designed correctly, form reports save time and increase clerical accuracyby providing designated places for specificitems.
A)True
B)False
Q4) Describe the benefits of form reports.
Q5) Explain the differences between internal and external proposals as well as solicited and unsolicited proposals.
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Chapter 12: Designing and Delivering Business
Presentations
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Q1) In a presentation, the purpose of the closing is to:
A)support and refocus the audience's attention on the purpose statement.
B)provide relevant statistics to support the presentation.
C)initiate rapport with the audience.
D)set the stage for the entire presentation.
Q2) Because webcasting runs on each participant's Internet browser, a presentationcan reach hundredsof locations at once.
A)True
B)False
Q3) Rajesh presented a lecture to the biology students at AMT University. However, his presentation was not well received by the audience. Which of the following actions of Rajesh is most likely to be the reason for the audience's reaction?
A)He did not use speech habits such as clearing the throat and coughing.
B)He used transition words to move from the body of the presentation to the closing.
C)He smiled and waited for the audience's applause.
D)He did not tie the closing to the introduction of the presentation.
Q4) What are the possible mistakes a speaker could make in using presentation visuals?
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Chapter 13: Preparing Resumes and Application Messages
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Q1) Discuss in detail the writing techniques that will help distinguish your application message from the competition.
Q2) Managing your career begins with recognizing thatsecuring a new job is more important than assessing theimpact of that job on your life.
A)True
B)False
Q3) Once you have presented your qualifications andreferred to your enclosed résumé, do not request the receiver to extend an invitation for aninterview.
A)True
B)False
Q4) In a functional résumé, points of primary interest toemployers-transferable skills-appear in major headings.
A)True
B)False
Q5) Discuss the purposes of an electronic applicant-tracking system.
Q6) Discuss in detail the steps involved in the research phase of a job search.
Q7) Discuss in detail the guidelines to be followed to produce a designed resume.
Q8) Discuss five guidelines for producing a résumé to be posted on YouTube.
Page 15
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Chapter 14: Interviewing for a Job and Preparing Employment Messages
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Q1) Interviewers need not restrict questionsto an applicant'sability to perform specific job-related functions essentialto the job sought.
A)True
B)False
Q2) You have just returned from an interview with a company and are considering the appropriateness of a thank-you letter or note. The thank-you message:
A)is not necessary if you thanked the interviewer in person after the interview.
B)should be sent promptly in order to be effective.
C)is best sent a few weeks if you have not received a response from the company.
D)should include a reminder that the application for a certain job is on file.
Q3) What are follow-up messages
Q4) Comparing your qualifications to a company/job profilehelps you identify pertinent information to be included inyour résumé.
A)True
B)False
Q5) List five types of employment interviews and describe when each would be used.
Q6) What are the considerations that should be made by an applicant while preparing for a phone interview?
Page 16
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