Business Communication Review Questions
Course Introduction
Business Communication explores the principles and practices necessary for effective communication within the business environment. The course covers topics such as professional writing, oral presentations, interpersonal communication, and the use of technology in business messaging. Emphasis is placed on adapting messages for various audiences, crafting persuasive and informative documents, and understanding cultural and ethical considerations in global business contexts. Through practical exercises and real-world case studies, students develop the skills required to communicate clearly, confidently, and professionally in diverse workplace settings.
Recommended Textbook BCOM 4th Edition by Carol M. Lehman
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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Q1) A manager is faced with having to lay off some of his staff due to financial losses that the company has suffered. Which of the following channels of communication would be the LEAST effective method for sharing the news with employees, given the sensitive nature of the message?
A) A face-to-face meeting with each employee
B) A well-written, empathetic letter to each affected employee
C) A telephone call to each affected employee
D) Electronic mail to all affected employees
Answer: D
Q2) Which of the following statements about language translation is FALSE?
A) A translator must work with thoughts in two languages.
B) Words in one language may not have equivalent meanings in some other languages.
C) Cultural barriers can affect the accuracy of language translation.
D) People generally resent the simple efforts of a person of another culture to learn a few common phrases in the new language.
Answer: D
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3
Chapter 2: Focusing on Interpersonal and Group Communication
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Q1) Which of the following statements about nonverbal messages is FALSE?
A) Nonverbal messages cannot be avoided.
B) Nonverbal messages may be beneficial or harmful.
C) Nonverbal messages may be intentional or unintentional.
D) Nonverbal messages are consistent across cultures.
Answer: D
Q2) According to Abraham Maslow, the desire to contribute through philanthropic channels is an example of satisfying
A) social needs.
B) safety needs.
C) self-actualizing needs.
D) ego needs.
Answer: C
Q3) Which of the following is consistent with McGregor's Theory Y management style?
A) Workers are concerned only about satisfying lower-level needs.
B) Workers are motivated best by extrinsic incentives.
C) Management exercises strong control with little emphasis on the individual.
D) Management strives to balance control and individual freedom.
Answer: D
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Chapter 3: Planning Spoken and Written Messages
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Q1) A receiver's reaction to a message is strongly influenced by A) an emphatic beginning sentence or ending sentence.
B) the sequence of the ideas presented.
C) both A and B.
D) none of the above.
Answer: C
Q2) Organizing a message begins with considering your purpose and the receiver's likely reaction to the message.
A)True
B)False
Answer: True
Q3) Describe how seeing a situation or problem from the receiver's perspective can help you adapt your message to the audience.
Answer: You will be able to address the receiver's needs and concerns as well as anticipate the receiver's possible reaction to the message.Using your knowledge of yourself and your personal experiences, you can predict with reasonable accuracy how the receiver will react to a specific type of message.Therefore, you can write the message for maximum acceptance.
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5
Chapter 4: Preparing Spoken and Written Messages
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Q1) Email Request to Employees
Revise the following paragraph from an email message to employees. Focus on use of voice, appropriate sentence length, and word selection to make the passage effective. With the approach of the end of this fiscal year, it has been recommended by our accountant that the monies allocated in the budget to capital equipment be used as soon as is expedient. Therefore, as has been our practice in the past, we are requesting that each of you compile a comprehensive detailed list outlining your requests for new equipment which you may have put on the back burner, so to speak. It would be appreciated if you could provide this information to me by the first of next week so that I can begin to process all orders prior to the expiration of the fiscal year. It is anticipated that a multitude of requests will be simultaneously submitted by departmental heads; it is highly probable that requests for equipment will be processed in the order received and delayed requests may not be funded. I sincerely appreciate your cooperation in our efforts to upgrade some of our capital equipment.
Q2) Passive voice is used in the following sentence: "The stockholders read the annual report."
A)True
B)False
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Page 6
Chapter 5: Communicating Electronically
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Q1) A good rule of thumb when composing web pages is to use as many graphics as possible, and the bigger the better.
A)True
B)False
Q2) Car Max Announces Top Salesperson
You are the vice president of sales for a Car Max dealership in southern Florida. Top sales people are annually recognized with Bronze, Silver, or Gold awards, depending on the level of their sales. Sales people are recognized at an annual banquet and presented with a certificate. The top sales person for the year is Brandon Spellman.
Required:
Write an email message to Car Max employees congratulating all award winners and announcing Brandon Spellman as the top salesperson of the year.
Q3) Which of the following is NOT a benefit of e-mail?
A) E-mail reaches people more quickly than letters or memorandums.
B) E-mail can be easily discarded when the message does not have to be kept.
C) E-mail relieves the recipient from playing "telephone tag."
D) E-mail is private because it requires the use of a password to access it.
Q4) Discuss five techniques for composing appropriate web content.
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Page 7
Chapter 6: Delivering Good- and Neutral-News Messages
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Q1) Appreciation letters that are not sent in a timely manner may arouse questions about the sender's motive.
A)True
B)False
Q2) An attempt at resale or sales promotion is inappropriate in a favorable response to a claim message.
A)True
B)False
Q3) 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
Q4) What questions should you ask yourself in order to determine an appropriate communication channel for a particular message?
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Chapter 7: Delivering Bad-News Messages
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Q1) You must deny a request for credit to an applicant who does not meet your company's requirements. Using a sentence such as "You are encouraged to make cash purchases" illustrates a A) counterproposal.
B) bait and switch technique.
C) confirmation of priorities.
D) consideration of eligibility.
Q2) A counterproposal
A) is unnecessary if you have stated your refusal tactfully.
B) weakens your refusal by implying that you are not able to enforce your decision.
C) is an alternative to the action requested that helps preserve your future relationship with the receiver.
D) should precede the refusal.
Q3) By placing bad news in the first paragraph, receiver support is more likely than when it is presented after giving reasons.
A)True
B)False
Q4) List and explain three stylistic aspects of writing a bad-news statement.
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Chapter 8: Delivering Persuasive Messages
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Q1) Discuss several types of persuasive communication you might be required to write or present in your professional and personal life.
Q2) A persuasive email message to promote pop-up ad blocker software has as its central selling point the protection of children from pornography. The central selling point should
A) appear early in the message when the product is introduced.
B) appear at the end to reinforce the requested action.
C) be reinforced throughout the message.
D) be implied as the product is described.
Q3) Which of the following is the BEST way to draw attention to an enclosure that accompanies a sales message?
A) "Enclosed you will find a brochure complete with detailed illustrations."
B) "We are happy to enclose a self-addressed postcard for your response."
C) "As you can see on the enclosed folder, assembly of the desk is very simple."
D) No wording is needed: an enclosure notation after the signature line is all that is necessary.
Q4) Explain how Maslow's need hierarchy can help you write a more effective persuasive message to the receiver.
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Page 10
Chapter 9: Understanding the Report Process and Research Methods
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Q1) A market researcher who uses primary research may use which of the following methods?
A) Boolean logic, observational studies, the hidden Internet
B) Search engines, normative surveys, interviews
C) Random sampling, website "hits," observational studies
D) Observational studies, experimental research, normative survey research
Q2) Which of the following is NOT a weakness in data interpretation?
A) Inferring that results of one study are true for all groups.
B) Assuming constancy of human behavior and attitudes.
C) Trying to make results conform to a prediction.
D) All are weaknesses.
Q3) A consumer researcher who observes the buying habits of people at a clearance warehouse is using which of the following methods for collecting data?
A) Experimental research
B) Normative survey
C) Personal interviews
D) Participant observation
Q4) Explain the benefits of conducting secondary research.
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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Q1) When report writers present quantitative data, it is their ethical responsibility to provide all of the data rather than just a graphic representation of the data.
A)True
B)False
Q2) The board of directors of your organization will meet for a luncheon next month in a suburban hotel. Because of confusion in finding the location for the last meeting, your associate has asked you to provide better directions before the upcoming meeting. What type of graphic would best convey this arrangement?
A) Photograph
B) Pictogram
C) Map
D) None; oral directions would be better.
Q3) Placing graphic material in the appendix is
A) recommended when the graphics would make the discussion complicated to follow.
B) recommended the majority of the time to simplify text preparation.
C) not recommended if the information is quantitative.
D) never recommended.
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Page 12
Chapter 11: Organizing and Preparing Reports and Proposals
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Q1) 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?
Q2) Which of the following guidelines is appropriate when preparing memo and letter reports?
A) Use personal writing style, including first- and second-person language.
B) Use deductive approach, regardless of the type of message.
C) Avoid the use of headings and subheadings.
D) All the above are appropriate.
Q3) The executive summary in a formal report should
A) briefly introduce the report and preview the major divisions.
B) summarize the major sections of the report.
C) summarize the report summary and any conclusions and recommendations.
D) accomplish all of the above.
Q4) A typical short report includes
A) a personal writing style using first or second person.
B) no graphics.
C) no contractions.
D) only one heading per page.
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Chapter 12: Designing and Delivering Business
Presentations
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Q1) As a general rule in presentations, a speaker should include only one major idea on each slide.
A)True
B)False
Q2) List the three major parts of an effective presentation and briefly describe the goals of each.
Q3) Presentation Media that Match the Audience
A speaker must choose the appropriate medium or combination of media to accomplish the purpose of a presentation and to meet the needs of a specific audience. Caleb is developing a two-hour supervisory workshop on effective techniques for conducting performance appraisals. The previous trainer relied solely on providing information through use of a PowerPoint presentation. Caleb wants to integrate several presentation visuals to effectively provide the training information and maintain the interest of the audience.
Required:
Discuss the appropriate presentation visuals for Caleb's supervisory workshop on performance appraisals that will best achieve his purpose with the audience.
Q4) List five communication benefits of videoconferencing.
Q5) Explain the value of knowing an audience in preparing a presentation.
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Chapter 13: Preparing Résumés and Application Letters
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Q1) Evan is preparing a vésumé for posting to YouTube. Which of the following should he avoid in preparing his video?
A) Keep the image steady by using a camera tripod.
B) Avoid light behind him that casts shadows.
C) Turn up the camera microphone for high quality sound.
D) Solicit the help of someone with film experience.
Q2) While e-portfolios and employment videos are helpful in communicating a person's qualifications and abilities, their use may also
A) enable the potential employer not to stereotype.
B) eliminate potential illegal discrimination.
C) encourage the potential employer to focus on your physical characteristics.
D) result in all of the above.
Q3) By sending unsolicited application letters,
A) you decrease the possibility of finding employers who have employment needs.
B) you save on your copying and postage costs of job searching.
C) you alert employers to needs not previously identified for someone with your abilities.
D) you are able to be more specific in the opening paragraph.
Q4) Discuss five guidelines for producing a résumé for posting to YouTube.
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Page 15
Chapter 14: Interviewing for a Job and Preparing Employment Messages
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Q1) List four guidelines for an applicant to start a job interview off "on the right foot."
Q2) Kendrick, a recent college graduate, wants to communicate that he can get along with others and is accepting of diversity. Which of the following statements should he avoid making?
A) I can work with others as well as independently.
B) I was an officer in a service organization.
C) I can work with most people.
D) I participated in several organizations that had diverse memberships.
Q3) Companies may use brain teasers and riddles as part of the interview to determine the job applicant's ability to think quickly and creatively.
A)True
B)False
Q4) Which of the following questions would be legal to ask of a job candidate?
A) "Are you married?"
B) "Who will watch your children if you work for us?"
C) "What are the names and relationships of the people with whom you live?"
D) None of the above
Q5) Discuss appropriate ways to respond to illegal interview questions.
Page 16
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