Business Communication Exam Review
Course Introduction
Business Communication explores the principles and practices of effective communication within organizational settings. The course covers essential topics such as written and oral communication, interpersonal skills, group dynamics, negotiation, and the use of technology in corporate communication. Students will learn how to craft clear, concise messages for various audiences, develop professional presentations, write business reports and proposals, and navigate cross-cultural communication challenges. Emphasis is placed on real-world applications, ethical considerations, and the development of communication strategies that support organizational goals and foster teamwork.
Recommended Textbook
Business Communication Process and Product 8th Edition by Mary Ellen Guffey
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16 Chapters
1840 Verified Questions
1840 Flashcards
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Page 2
Chapter 1: Business Communication in the Digital Age
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/28255
Sample Questions
Q1) Knowledge and information workers must be able to think critically, make sound decisions, and
A)make a minimum number of tweets per day.
B)communicate information to others.
C)install software programs.
D)lift heavy objects.
Answer: B
Q2) Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees.
Answer: downward
Q3) Peter has started a new job and has noticed that there is a lot of gossip in his new workplace. He wants to come across professionally. What is the best advice you can give him?
A)Listen to all the gossip he can to learn more about his new workplace.
B)Avoid getting involved, even if he hears inaccurate gossip being spread about a coworker.
C)Attack any rumors about himself aggressively.
D)Don't use the informal grapevine for any kind of workplace communication.
Answer: C
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Page 3
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal
and Etiquette
Skills
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Riley is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills was he most likely taught that will make him a better listener?
A)Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like.
B)Tune out what the customer is saying if you already know the answer..
C)Remain silent for a few seconds after a customer finishes to be sure the thought is completed.
D)Because listening is automatic, divide your attention among two or more tasks to be more productive.
Answer: C
Q2) Generally, teams are able to make better decisions.
A)True
B)False Answer: True
Q3) A good agenda includes any premeeting preparation expected of participants.
A)True
B)False
Answer: True
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Chapter 3: Intercultural Communication
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Jake is working for a global consulting firm and will be writing letters to intercultural audiences around the world. What is the best advice you can give him?
A)Always use a direct approach to make your letters as clear as possible.
B)Use your own format and style so that all your letters are consistent.
C)Send letters to lower-ranking employees to avoid offending higher-ranking employees.
D)Replace two-word verbs such as put off with clear single words such as delay.
Answer: D
Q2) The ____________________ Corrupt Practices Act of 1977 prohibits payments to foreign officials for the purpose of obtaining or retaining business.
Answer: Foreign
Q3) Members of high-context cultures are more likely to be logical, analytical, and action oriented.
A)True
B)False
Answer: False
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Chapter 4: Planning Business Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) The primary purpose of messages that sell products, convince managers, motivate employees, and win over customers is to
A)persuade.
B)inform.
C)promote goodwill.
D)educate.
Q2) The best business writing is purposeful, economical, and
A)technical.
B)audience oriented.
C)aggressive.
D)feelings oriented.
Q3) The verbal and nonverbal responses of the receiver create ____________________, which helps the sender know that the message was received and understood.
Q4) Putting yourself in your reader's shoes is called ____________________.
Q5) The medium over which a message is physically transmitted, such as e-mail, smartphone, spoken word, computer, wireless network, social media, letter, memorandum, report, announcement, picture, or webpage , is called the
Page 6
Q6) Business writing should be purposeful, economical, and ___________ oriented.
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Chapter 5: Organizing and Drafting Business Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Monica wants to make sure that her sentences are easily understood. How long should she make them?
A)An average of 20 words
B)At least 30 words
C)No more than 8 words
D)An average of 28 words
Q2) Which of the following sentences demonstrates parallelism?
A)In my current position, I interact with customers, input orders, and am responsible for updating the company's Facebook page.
B)Our new CEO's objectives are to improve employee morale, to boost revenues, and to enhance community relations.
C)Collecting, organizing, and documentation -- these are important steps in researching a problem.
D)The person we hire for this position should be flexible, reliable, and have good organizational skills.
Q3) Accessing electronic resources, manually searching library resources, investigating primary sources, and conducting scientific experiments are all examples of ____________________ research methods.
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Chapter 6: Revising Business Messages
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115 Flashcards
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Sample Questions
Q1) Alexis must proofread a complex business document. What is the best advice you can give her?
A)Proofread the document on your computer screen to save paper.
B)Be prepared to find errors.
C)Read the document just once to save time.
D)Alexis should do all of these.
Q2) ____________________ expressions such as at this point in time and due to the fact that are wordy phrases that may be better expressed in single words.
Q3) Encourage the receiver to respond to your message to evaluate its success. A)True B)False
Q4) ____________________ is composed of informal words with arbitrary and extravagantly changed meanings, such as snarky or getting burned. These words quickly go out of fashion because they are no longer appealing when everyone begins to understand them.
Q5) Some experts recommend spending about half the total composition time editing, proofreading, and evaluating a document.
A)True B)False
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Chapter 7: Short Workplace Messages and Digital Media
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/28261
Sample Questions
Q1) What is the most accurate statement about instant messaging and texting on the job?
A)Maintain one contact list for both professional and personal contacts to simplify things.
B)To use instant messaging and texting most efficiently on the job, make yourself available at all times during working hours.
C)Use ample jargon, slang, and abbreviations to make your instant messages and text messages as short as possible.
D)Because instant messages and text messages can be saved, don't say anything that could damage your reputation or that of your organization.
Q2) Maya will be using e-mail on the job and wants to learn how to write effective subject lines. What is the best advice you can give her?
A)If your e-mail discusses more than one topic, leave the subject line blank.
B)Use all lowercase letters when typing the subject line.
C)Use one-word subject lines to make your messages more concise.
D)Change the subject line if the topic changes after repeated replies.
Q3) In most businesses today, ____________________ is the communication channel of choice.
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Chapter 8: Positive Messages
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/28262
Sample Questions
Q1) Avoid using words such as regret, inconvenience, and misunderstanding in adjustment message messages.
A)True
B)False
Q2) Most routine request and response messages should be organized using the indirect strategy.
A)True
B)False
Q3) Which of the following is not a goal in writing adjustment messages?
A)To rectify a wrong, if one exists
B)To regain the confidence of the customer
C)To avoid future correspondence with the customer
D)To promote future business
Q4) Companies should respond to every comment left by customers on social media sites.
A)True
B)False
Q5) When a company receives a claim and decides to respond favorably, the response message is called a(n) ____________________.
Page 10
Q6) ____________________ messages describe how to complete a task.
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Chapter 9: Negative Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) An important goal when delivering negative-news messages is to maintain friendly relations with the receivers and to regain their confidence.
A)True
B)False
Q2) Which is the most effective statement in a letter to a customer denying a claim?
A)If you had followed the instructions, you wouldn't have overheated the battery pack.
B)You can purchase a replacement battery pack at a 30 percent discount.
C)Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
D)We apologize, but, unfortunately, we cannot replace your battery pack at this time.
Q3) A good way to begin a negative-news letter to a faithful customer is to show appreciation for the reader's business
A)True
B)False
Q4) An ___________ is defined as an "admission of blameworthiness and regret for an undesirable event."
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Chapter 10: Persuasive and Sales Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) To get a complimentary breakfast buffet each morning of your stay, please complete your booking by April 30 effectively motivates action in the closing of a sales letter.
A)True
B)False
Q2) Paul wants to convince the members of his staff to begin exercising more. He should use an indirect organizational pattern.
A)True
B)False
Q3) The first step when writing a sales letter is to analyze the product and the purpose for writing.
A)True
B)False
Q4) Persuasive messages become ____________________ when facts are distorted, overlooked, or manipulated with an intent to deceive.
Q5) Persuasive techniques in the digital age are more subtle and misleading.
A)True
B)False
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Chapter 11: Reporting in the Digital-Age Workplace
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/28265
Sample Questions
Q1) Probably the most frequently used graphic in reports is the ___________. This type of graphic presents quantitative or verbal information in systematic columns and rows.
Q2) Sylvia has a great idea for a new fund-raiser for the nonprofit organization for which she works, but she is afraid her boss will be resistant to her idea. Sylvia's report should be written using the ____________________ pattern.
Q3) Brad started his report with a description of the problem. He followed this with his facts and findings. Finally, he ended his report with his conclusions and recommendations. Brad has used the indirect pattern to write his report.
A)True
B)False
Q4) Sources of primary information include
A)research databases.
B)periodicals and newspapers.
C)surveys and interviews.
D)information on the Web.
Q5) The first step in the report-writing process is preparing a work plan.
A)True
B)False
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Chapter 12: Informal Business Reports
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Agendas, minutes of meetings, progress reports, and procedures are usually organized by ____________________, which establishes a chronology of events.
Q2) Jody is writing a report to determine which of three cities should be the site for a new branch office. To select the new site, she is comparing labor costs, tax breaks, housing costs, and land availability in each city. Jody is most likely conducting a feasibility study.
A)True
B)False
Q3) Enrico must recommend to his reluctant boss that the company allow employees to work a compressed workweek. Enrico's justification/recommendation report on this sensitive topic should be organized directly.
A)True
B)False
Q4) A(n) ____________________ composed of rows and columns is useful for analyzing raw data especially verbal data.
Q5) A decision ____________________ is a special grid that helps managers make the best choice among complex options and is designed to eliminate bias and poor judgment.
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Page 14
Chapter 13: Proposals, Business Plans, and Formal Business Reports
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Unsolicited proposals should
A)not present a complete budget until after the proposal has been accepted.
B)convince the reader that a problem exists.
C)use the language of the RFP or other announcement.
D)reveal every detail of your proposal.
Q2) The section of a formal business report that tells what the findings mean is the A)recommendations.
B)introduction.
C)conclusion.
D)body.
Q3) Which of the following statements is most accurate?
A)Formal proposals generally contain both a table of contents and an index.
B)Tables of contents should include all headings and their beginning page numbers.
C)Items that appear before the table of contents (copy of RFP, letter of transmittal, abstract/executive summary, and title page) should also be included in the table of contents for clarity.
D)Do not list any appendixes in the table of contents.
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Page 15
Chapter 14: Business Presentations
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/28268
Sample Questions
Q1) You will be presenting a proposal about eliminating one of your company's product lines, and you expect your audience to be hostile toward your ideas. You should
A)be calm and controlled and speak evenly and slowly.
B)be warm, pleasant, and open and use lots of eye contact and smiles.
C)use a pro/con pattern and present at least five or six points.
D)be dynamic and entertaining and move around, using large gestures.
Q2) In her presentation Sohni says, I will now discuss three possible solutions to our employee turnover problem to
A)summarize what she's already said.
B)conclude her presentation.
C)establish credibility with the audience.
D)show the organization of her presentation.
Q3) Good organization and intentional ____________________ are the two most powerful keys to audience comprehension and retention during an oral presentation.
Q4) Our old computers are dinosaurs is an example of a(n)
Q5) Presentation software provides professionally designed ____________________ that combine harmonious colors, borders, bullet styles, and fonts for pleasing visual effects.
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Chapter 15: The Job Search and Résumés in the Digital Age
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115 Verified Questions
115 Flashcards
Source URL: https://quizplus.com/quiz/28269
Sample Questions
Q1) Most job seekers start looking for a position
A)in the hidden job market.
B)on social networking sites.
C)in the open job market.
D)in the classified section of the local newspaper.
Q2) Assume that you are putting together your résumé. List five sections you would include on your résumé. Then write the text for each section that you would actually include on your résumé. (For education and work experience, include information about current or most recent colleges and jobs only). Be sure to apply the guidelines covered in your textbook.
Q3) The Summary of Qualifications section that lists your most impressive accomplishments and qualifications replaces the Education and Experience sections. A)True B)False
Q4) Probably the best way to find a job online is to visit a large job board such as CareerBuilder.com or Monster.com.
A)True
B)False
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Page 17
Chapter 16: Interviewing and Following up
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) What is the best advice for answering interview questions?
A)Use the interviewer's name and title every time you answer a question to show respect.
B)To be concise, answer questions with a simple yes or no whenever possible.
C)Don't be afraid to reveal weaknesses because doing so will make you look human.
D)Clarify vague questions when necessary.
Q2) If you put your cell phone number on your résumé, answer your cell phone every time it rings to make sure you don't miss an employer's call.
A)True
B)False
Q3) You are asked on a job application why you left your previous position. What is the best response to this question?
A)Confidential
B)To accept a position with more responsibility
C)For personal reasons
D)Didn't get along with coworkers
Q4) Job applicants face a number of kinds of interviews that have different purposes. List and describe three of these interviews.
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