Business Communication
Final Test Solutions
Course Introduction
Business Communication explores the principles and practices of effective communication within a professional setting. This course covers key topics such as verbal and nonverbal communication, writing business documents, conducting presentations, and utilizing modern communication technologies. Students learn how to adapt messages for diverse audiences, collaborate in teams, and navigate ethical issues in communication. Emphasis is placed on developing skills for creating clear, concise, and persuasive communications tailored to various business contexts, preparing students for successful interaction in the global workplace.
Recommended Textbook
Human Relations Strategies for Success 5th Edition by Lowell Lamberton
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https://quizplus.com/study-set/3086 Page 2
Chapter 1: Human Relations: a Background
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Sample Questions
Q1) Poor human relations skills can make an otherwise able person seem like a poor performer.
A)True
B)False
Answer: True
Q2) Describe company towns that were constructed during the first decades of the Industrial Revolution.
Answer: Company towns were settlements, owned by the company, where workers would live in company housing, buy supplies at the company-owned store, and even send their children to a school owned by the firm. Though not popular today, this setup produced happier and more loyal workers in many cases, especially when the quality of the company town was considered high.
Q3) One of Taylor's best-known victories was the discoveries based on the Hawthorne studies.
A)True
B)False
Answer: False
Q4) In her later life, _____ became known as "The First Lady of Management."
Answer: Lillian Gilbreth
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Chapter 2: Self-Concept and Self-Esteem in Human Relations
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Sample Questions
Q1) Positive self-talk means telling your subconscious mind that you are a good person and doing fine.
A)True
B)False
Answer: True
Q2) Positive self-talk leads to a low self-esteem.
A)True
B)False
Answer: False
Q3) The looking-glass self is affected by your view of reality.
A)True
B)False
Answer: True
Q4) When people with a(n) _____ self-esteem tackle problems, they tend to be more objective and constructive.
Answer: healthy
Q5) People with a(n) _____ locus of control feel that they are in control of events in their own lives and have more of a take-charge attitude. Answer: internal
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Chapter 3: Self-Awareness and Self-Disclosure
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Sample Questions
Q1) How can you avoid over-disclosing or under-disclosing information when you are meeting someone for the first time?
Answer: You can minimize your uncertainty by allowing the other person to take the lead. By staying within the self-disclosure limits exhibited by the other person, you will be less likely to over- or under-disclose.
Q2) Do peak communications happen regularly? Provide examples of instances that may trigger them.
Answer: A peak communication experience does not occur very often. Such experiences can be triggered by unexpected events. For instance, a death in the family, winning the lottery, or experiencing an automobile accident could all create similar responses in how you communicate with others. In cases like these, self-disclosure is often not a choice, but an automatic response.
Q3) The bottom-right pane in the Johari Window is the:
A)open pane.
B)hidden pane.
C)unknown pane.
D)blind pane.
Answer: C
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5
Chapter 4: Attitudes and Values in Human Relations
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Sample Questions
Q1) How do views on power and authority differ between emerging countries and the United States?
Q2) How should North Americans deal with less time-focused cultures?
Q3) When someone else controls your choices, either large or small, your happiness will probably increase.
A)True
B)False
Q4) _____ are the worth or importance you attach to different factors in your life.
A)Values
B)Attitudes
C)Perceptions
D)Beliefs
Q5) Self-esteem is the worth or importance you attach to different factors in your life.
A)True
B)False
Q6) A(n) _____ is an outgoing person whose behavior is directed outward toward others.
Q7) In what ways does happiness relate to attitude?
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Q8) What is the usual reaction of people when they experience cognitive dissonance?
Chapter 5: Motivation: Increasing Productivity
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Sample Questions
Q1) _____ explains human behavior in terms of the results-both good and bad-that have occurred under similar conditions in the past.
Q2) _____ rewards are the internal feelings of satisfaction one gets from one's job.
Q3) In the context of the expectancy theory, when a manager is attempting to motivate an employee, only extrinsic factors should be calculated.
A)True
B)False
Q4) Increased responsibility, opportunities for personal growth, and the ability to participate in decision making are examples of ____.
Q5) Which of the following is true of an effective organizational climate?
A)It encourages competent and rapid completion of tasks.
B)It promotes the theory X management approach.
C)It does not affect productivity and job performance.
D)It is not influenced by the low morale of employees.
Q6) McClelland's manifest needs theory of motivation has a hierarchy of needs.
A)True
B)False
Q7) List the assumptions of Maslow's hierarchy of needs theory of motivation.
Q8) Explain a criticism against behavior modification model.
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Chapter 6: Communication and Human Relations
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Sample Questions
Q1) Emotional timing refers to the emotional quotient of a listener.
A)True
B)False
Q2) When Caira joined her friends for lunch at their favorite restaurant, they were excitedly talking about a movie that released the week before. Caira suddenly shifted the discussion to her office politics. None of her friends responded well to this and were annoyed as their discussion was abruptly brought to an end by Caira. What could be the most likely reason for this reaction?
A)Caira's poor emotional timing
B)Caira's poor relevance timing
C)Caira's poor selective listening
D)Caira's cognitive dissonance
Q3) The ability to communicate well on the job is an important job skill for employees. A)True
B)False
Q4) In the context of gestures, define displays.
Q5) How is grapevine important to organizations?
Q6) In a(n) _____ culture, a written agreement, such as a contract, can be taken at face value.
Page 8
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Chapter 7: People, Groups, and Teams
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Sample Questions
Q1) Consistency in a workplace is the main tool for employees' confidence in management, and management's confidence in employees.
A)True B)False
Q2) Which of the following statements is true about status?
A)It comes from a variety of different sources.
B)It is the ability of an individual to avoid pressure or rejection by the rest of the group.
C)It is the control of an individual over group think.
D)It can kill creativity and discourage people from saying what is really on their minds.
Q3) Explain the advantages of work teams.
Q4) _____ leaders have both concern for people and concern for getting the job done.
Q5) What are the major qualities of organizational climate?
Q6) A grapevine network in an organization typically consists of formal groups. A)True B)False
Q7) Establishing goals is the first step of creating a team. A)True B)False
Page 9
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Chapter 8: Achieving Emotional Control
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Sample Questions
Q1) Anger becomes harmful when you are convinced that other people are to blame for deliberately and unnecessarily causing you trouble.
A)True
B)False
Q2) The ability to put thoughts into words and to understand words is one of the areas of intelligence cited by Howard Gardner.
A)True
B)False
Q3) The "Wooden leg" game makes an art out of creating excuses.
A)True
B)False
Q4) Which of the following best exemplifies a religious script?
A)"Jews don't work on Saturdays."
B)"Men do not cry."
C)"Kennedys enter politics."
D)"New Englanders are traditional and intelligent."
Q5) Ideas and concepts form the basis of spatial reasoning.
A)True
B)False
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Chapter 9: Individual and Organizational Change
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Sample Questions
Q1) Logical incrementalism is most successful when:
A)it is used to bring a well-designed plan into general acceptance.
B)it is used to implement changes that are poorly defined.
C)it is used to measure the impact of many changes based on their intensity and adjustment problems.
D)it is used as a coping measure to deal with a personal loss.
Q2) In the process of dealing with personal loss, "ending" is the stage where "emotional standstill," "denial," and "anger" take place.
A)True
B)False
Q3) In the logical incrementalism model, the _____ is a stage characterized by a vague feeling or awareness of a threat or opportunity.
Q4) Organizational development requires that the top management of a company is kept away from its planning.
A)True
B)False
Q5) What is a disadvantage associated with the seven-step recovery diagram?
Q6) How has the kaizen approach helped Japan's economic growth.
Q7) William Bridges refers to the ____, as "a gap in the continuity of existence."
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Chapter 10: Creativity and Human Relations
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Sample Questions
Q1) Which of the following observations is true of creativity?
A)Little "c" refers to the creativity that is reserved for truly great ideas that change our lives.
B)Eminent creativity is everyday creativity which can be found in nearly all people.
C)A person needs to understand himself or herself to understand creativity.
D)Creative ideas need not be original.
Q2) In the nominal group method, each employee puts his or her ideas down in writing.
A)True
B)False
Q3) _____ is spontaneous and free-flowing, without constraints, and typically results in many new ideas rather than one solution to a problem.
Q4) Which of the following rules is applied in the second session of the brainstorming process?
A)Hitchhiking on others' ideas is encouraged.
B)Participants return to rational mode.
C)Silliness is encouraged.
D)Participants speak in phrases.
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Page 12
Chapter 11: Conflict Management
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Sample Questions
Q1) When a conflict manager has a(n) _____ style of managing conflict, he or she will often mistakenly assume that if a conflict involves only other people, it should be left only to them.
Q2) Which of the following is a characteristic of the win-win strategy of conflict resolution?
A)This strategy focuses on compromise where everyone gives up something.
B)This strategy leads to a solution in which both sides feel that they have come out on top.
C)This strategy allows one side of a conflict to win at the expense of the other.
D)This strategy gives little attention to tracing the development of the conflict; thus, the solutions are mostly short term.
Q3) The main approach in a lose-lose strategy of conflict resolution is compromise. A)True B)False
Q4) In the context of conflict cases, _____ think independently, solve problems creatively, and often cause some conflict in the process.
Q5) List the steps involved in the process of analyzing conflicts.
Q6) Suggest ways to make working with low conformers less problematic.
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Chapter 12: Stress and Stress Management
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Sample Questions
Q1) According to Hans Selye's general adaptation syndrome theory, which of the following statements is true about the stage of exhaustion?
A)In this stage, the sympathetic nervous system shuts down and the parasympathetic nervous system is activated.
B)In this stage, a person is unable to cope with a prolonged stressor and can become vulnerable to other stressors.
C)It is also known as the stage of adaptation or recovery.
D)It is a stage where people are able to cope with the stressors and soon return to normal.
Q2) According to psychologist Albert Ellis, irrational beliefs are a source of internal stress. A)True B)False
Q3) _____ is best described as your "thinking evaluation" of an event or a situation.
Q4) People who ____, convert an irrational belief into an imagined disaster.
Q5) ____, or bad stress is the kind of stress you might feel during an illness or when going through a divorce.
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Chapter 13: Your External and Internal Customers
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Sample Questions
Q1) To succeed with customers, you must learn to bolster their ____.
Q2) Unlike their internal counterparts, the external customers are tied to a company more directly.
A)True
B)False
Q3) List three basic human needs that all customers share.
Q4) An emphasis on careful listening to customer complaints is important because:
A)it is typically an attempt to spoil the company's name.
B)it is a personal attack against your business.
C)it helps in retaining the "nice" customers.
D)it sends the signal that yours is a customer-focused business.
Q5) Dream Land manufactures toys for kids. In its advertisements, it stresses on its motto to make the customers happy. In doing so, the company is trying to:
A)sell good feelings.
B)sell solutions to problems.
C)go the extra mile.
D)determine the needs of the customers.
Q6) Why should firms lay emphasis on the practice of listening to customer complaints?
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Chapter 14: Human Relations in a World of Diversity
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Sample Questions
Q1) The resentment and struggle between the "haves" and "have-nots" is referred to as _____ prejudice.
Q2) Which of the following statements is true of theories on how social factors cause prejudice?
A)It primarily focuses on the thinking and reasoning processes of the people in the society.
B)It holds that prejudice primarily arises from the need to categorize and stereotype people.
C)It looks at the way organizations unintentionally create exclusionary policies.
D)It holds that prejudice primarily arises from habits and ethnocentrism.
Q3) The worst reaction to incidents of sexual harassment is:
A)a violent response.
B)no response.
C)a lawsuit.
D)reciprocal harassment.
Q4) Discrimination is acting or intending to act, or being inclined to act, on a prejudicial attitude.
A)True
B)False
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Chapter 15: Business Ethics and Social Responsibility
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Sample Questions
Q1) A piece of advice for people who find themselves having to employ boss massaging is to:
A)seek the short-term gains of unethical behavior.
B)remember that no one can force them to act unethically.
C)justify an action that seems unethical.
D)mentally manipulate the facts.
Q2) _____ is a practice seen in developing countries based upon mutual obligation and resulting in the exchange of privileges over years and even generations.
A)Laissez faire
B)Future favors
C)Whistleblowing
D)Categorical imperative
Q3) The values and customs of countries other than those of the western developed world are inferior, primitive, or degraded.
A)True
B)False
Q4) Ethics and morality are not identical concepts.
A)True
B)False
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Chapter 16: Maintaining Workplace Health and Success
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Sample Questions
Q1) Susan enjoyed interacting with students during her internship at Wordsworth University. As a result, she joins the university as an academic counselor. Her role involves guiding students in choosing suitable areas of specialization. She is immensely satisfied with her job. From the given example, it can be said that Susan:
A)exemplifies procrastination.
B)has found her niche.
C)exemplifies imposter phenomenon.
D)has followed the categorical imperative principle.
Q2) Briefly describe the challenges to time management.
Q3) Eric is the shop floor supervisor in Leo Engineering Inc. He finds that Brian, one of the machine operators, has a substance abuse problem. As a result, there is a drop in his productivity. As a responsible supervisor, Eric should:
A)ignore Brian's substance abuse problem.
B)refer Brian to a community counseling center.
C)directly accuse Brian of having a drug problem.
D)openly criticize Brian for his poor productivity.
Q4) Task maturity refers to an employee's age or seniority on the job.
A)True
B)False
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