Business Communication
Textbook Exam Questions
Course Introduction
Business Communication explores the fundamental principles and practices essential for effective communication within the business environment. The course covers various modes of communication, including written, verbal, and non-verbal methods, as well as digital communication tools. Students will learn to craft clear, concise, and persuasive messages tailored to diverse audiences, navigate intercultural communication, and apply strategies for successful presentations, meetings, and negotiations. Emphasis is also placed on professional etiquette, report writing, and the use of feedback in enhancing workplace relationships and organizational effectiveness.
Recommended Textbook
Essentials of Business Communication 7th Canadian Edition by Mary Ellen Guffey
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13 Chapters
654 Verified Questions
654 Flashcards
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Page 2
Chapter 1: Career Success Begins With Communication Skills
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49 Verified Questions
49 Flashcards
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Sample Questions
Q1) In the communication process, ____________________ means converting an idea into words or gestures that will convey meaning.
Answer: encoding
Q2) If Françoise believes that all Americans are impatient and rude, she is guilty of stereotyping.
A)True
B)False
Answer: True
Q3) In the communication process, the computer, telephone, letter, memo, report, fax, and face-to-face meeting are all examples of ____________________ .
Answer: channels
Q4) According to the textbook, Amina will likely discover that, among her colleagues, the most successful are those who possess one of the following. Which one is it?
A)technical expertise
B)excellent communication skills
C)a really cool Web site
D)an advanced degree
Answer: B
Page 3
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Chapter 2: Before You Write
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Sample Questions
Q1) You are manager of human resources for a local branch of Staples. According to the theory of media richness described in your text, which of the following will likely be the richest channel that you could choose to communicate important new company procedures to the staff in your branch?
A)a document posted on the human resources page of the Staples Web site
B)an e-mail to all staff
C)a meeting for all staff before the store opens
D)an announcement posted on the bulletin board in the staff lunch room
Answer: C
Q2) Your text stresses that the most effective messages focus on the audience.
A)True
B)False
Answer: True
Q3) The three-phase writing process outlined in your text places organizing your message in the second (writing) phase.
A)True
B)False
Answer: True
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Chapter 3: Writing and Revising
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Sample Questions
Q1) Pursuant to your request is an example of an outdated expression.
A)True
B)False
Answer: True
Q2) Conducting an original survey is an example of _____________ research.
Answer: formal
REF PAGE 55
Q3) According to your text, many professional writers don't worry about language, precision, or correctness when composing the first draft.
A)True
B)False
Answer: True
Q4) According to the writing process outlined in your text, organizing the information that will be contained in a document normally occurs in the ____________ phase of the writing process.
Answer: writing
Q5) Using the__________ pattern, according to your text, saves the reader time and prevents frustration.
Answer: direct
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Chapter 4: E-Mails, Instant Messages, Memos
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Sample Questions
Q1) Which one of the following techniques is an example of graphic highlighting?
A)using templates
B)writing directly
C)using headings
D)specifying an end-date
Q2) Never send a long document as an e-mail attachment.
A)True
B)False
Q3) Sending an e-mail is almost always preferable to face-to-face or telephone contact.
A)True
B)False
Q4) If someone sends you an e-mail that angers you, you should respond immediately to set the record straight.
A)True
B)False
Q5) In the ______________ phase of the writing process, the writer decides whether the memo or e-mail message even needs to be written.
Q6) The rules of polite online interaction are known as _______________.
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Chapter 5: Letters
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Q1) When a customer writes to identify a problem and/or seeks to correct a wrong, the letter is called a ____________.
Q2) According to your text, which statement best describes a goodwill message?
A)It expresses your genuine feelings.
B)It is long, showing that you spent time writing the message.
C)It uses formal language and familiar phrases.
D)It focuses on your own thoughts and feelings.
Q3) Your text says that a business letter is usually more persuasive than the same message sent by e-mail.
A)True
B)False
Q4) Letters of ____________ may be written to nominate people for awards or membership in organizations, or employment.
Q5) "Thank you for your letter of . . . " is a good opening sentence for a letter responding to a request for information because it shows courtesy.
A)True
B)False
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Chapter 6: Persuasive Messages
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Sample Questions
Q1) When sales campaigns combine rational and emotional appeals, the emotional appeal is usually the main appeal.
A)True
B)False
Q2) Which sentence best illustrates a testimonial?
A)NHL superstar Mats Sigurdson says that using the StairClimber has helped him to stay in peak game condition while he recuperated from the concussion he suffered.
B)We are certain you will find our StairClimber the best all-around exerciser on the market.
C)Sophisticated electronics in the StairClimber challenge your muscles progressively with a choice of stimulating workouts.
D)Electronic monitors built into the StairClimber inform users of step height, calories burned, elapsed time, upcoming levels, and adherence to fitness goals.
Q3) When writing a claim to a business, it is generally best to appeal to the organization's pride in its products and services.
A)True
B)False
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Page 8
Chapter 7: Negative Messages
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Q1) Which statement best reflects the advice given in your textbook about refusing requests?
A)Try to place the refusal in the middle of a paragraph or in a subordinate clause.
B)In the closing, refer to the bad news and apologize sincerely.
C)Always include sales promotion or resale information in your refusal letter.
D)Use words such as regret, sorry and unfortunately often so that the reader knows that you care.
Q2) One important reason to include a buffer in the opening of a negative message is to increase the likelihood that the reader will keep reading.
A)True
B)False
Q3) Most reputable businesses never grant questionable claims because they don't want to appear to be in the wrong.
A)True
B)False
Q4) When breaking bad news to employees, it is extremely important to provide clear, convincing _________________ to explain the decision.
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9
Chapter 8: Informal Reports
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Sample Questions
Q1) When a report will be sent as an email attachment or uploaded to a company intranet, it will be in ___________________________ format.
Q2) You have been sent an e-mail attachment containing the proceedings and action points of a meeting that took place at TrailPro's semi-annual general meeting last week. What type of report have you just received?
A)minutes
B)information
C)justification
D)recommendation
Q3) To present the results of your survey of customer reaction to the new ski pole design, what kind of report should you write?
A)minutes
B)summary
C)progress
D)recommendation
Q4) Progress reports record information about routine activities.
A)True
B)False
Q5) ____________________________ reports determine if a plan is practical.
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Chapter 9: Proposals and Formal Reports
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Q1) The main points in the outline of a report often become its main headings.
A)True
B)False
Q2) Many companies depend significantly on proposals to generate their income.
A)True
B)False
Q3) Juliette is wondering how to capture the reader's interest in the introduction of the proposal she is currently writing. What strategy does the textbook suggest?
A)Identify a serious problem and offer a solution.
B)Discuss a detailed plan for solving the problem.
C)Prove that you understand the problem completely.
D)Describe the credentials and expertise of the project leaders.
Q4) The informal proposal that Juliette is writing will include a schedule of dates, specifying when various services will be completed. What section of the proposal would this schedule go in?
A)plan
B)budget
C)staffing
D)authorization
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Chapter 10: Communicating in Person: Professionalism, Etiquette, Teamwork and Meetings
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Sample Questions
Q1) If a conflict results from a trivial matter, the best way to handle it may be to avoid it.
A)True
B)False
Q2) The way you pronounce words reflects your personality and your mood more than any other aspect of your voice.
A)True
B)False
Q3) Employers generally hire, value, and promote employees who have both hard and soft skills.
A)True
B)False
Q4) For many businesses, the ____________________ is the primary contact with the outside world.
Q5) When you __________________________ the criticism you are hearing, you re-state it objectively and in your own words.
Q6) Teams with members who come from _____________________ backgrounds, ethnicities, and cultures can often produce more innovative solutions than homogeneous teams.
Page 12
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Chapter 11: Oral Presentations
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Q1) You should avoid incorporating drama into a presentation because it will take too much of the time you have available.
A)True B)False
Q2) Although it requires more preparation time, memorization is the best delivery method for an oral presentation because it ensures that none of your material will be left out.
A)True B)False
Q3) You should avoid ______________________ during your presentation so that you can stick to your plan and finish within the allotted time.
Q4) Before you use your PowerPoint presentation with an audience, you should ___________________ your slide show, considering whether you have used the tools PowerPoint provides to communicate your message in a visually appealing way.
Q5) An effective presentation should include as many ideas and details as possible. A)True B)False
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Page 13
Chapter 12: The Job Search, Résumés, and Cover Letters
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Q1) In order to be ethical, you should list every position you have held in the past on your résumé.
A)True
B)False
Q2) Most employers want proof of the _________________ you have listed in your résumé.
Q3) Which is the best opening sentence for the cover letter Sarah is writing in response to an advertised job opening?
A)I read your advertisement for a human resources administrative assistant, which appeared in the careers section of the Globe and Mail on October 19, with great interest.
B)I would be an ideal fit for the position you advertised last week.
C)Please consider me for a position in your human resources department.
D)Do you need an energetic, resourceful employee in your human resources department?
Q4) A smart job seeker can maximize the number of __________________ that a computer program will recognize (increase the number of "hits") by incorporating words from the advertisement or job description in a résumé.
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Page 14
Chapter 13: Interviews and Follow-Up
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Q1) Which of the following questions is an interviewer legally entitled to ask?
A)What is your maiden name?
B)Are you legally entitled to work in Canada?
C)If we offer you this job, can your husband transfer or find a new job in this city?
D)Have you ever received worker's compensation?
Q2) A large accounting firm has invited you for an interview. Robert Kootenay, the person who called you, tells you that he will be one of a panel of interviewers. What would be the most useful strategy to use when preparing for the interview?
A)Try to keep Robert on the phone long enough to get a good idea of what he and the other panel members see as the most desirable quality in a candidate.
B)Practice taking charge of the interview while treating the interviewer with respect.
C)Remind yourself to remain calm, slow the interview down, and consider your answers carefully.
D)Try to find some basic biographical information about each panel member.
Q3) Have you ever been convicted of a crime? Is an example of a(n) __________________ question.
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