Communication for Accountants Exam Preparation Guide
Course Introduction
This course focuses on developing the essential communication skills required for accounting professionals in a variety of business contexts. Students will learn effective strategies for preparing and delivering clear, concise, and accurate financial reports, memos, emails, and presentations. Emphasis is placed on interpreting complex financial information for both technical and non-technical audiences, ethical considerations in communication, and the use of digital tools to enhance communication efficiency. The course also covers interpersonal and team communication, negotiation, and client relationship management, equipping students to navigate the diverse and dynamic communication challenges faced by accountants in the workplace.
Recommended Textbook
Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
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Chapter 1: Communication Foundations
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Q1) According to Lehman and Dufrence 2011,the purpose of ethics is to
A)deal with customers quickly
B)get away with unlawful or improper behaviour
C)make 'right' decisions
D)be good at the technical side of the job
Answer: C
Q2) The key to understanding meaning in communication is
A)diversity of communication
B)situational context
C)relationship and authority
D)the purpose of communication
Answer: B
Q3) The difficulty for professionals is to communicate in a way that achieves a balance between
A)control,motivation,relationship and efficiency
B)male and female employees
C)clients and company
D)consumers and investors
Answer: A
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Chapter 2: Social Media
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Q1) Spending time on social media that is not related to work is an example of A)the inappropriate use of social media
B)common use of social media
C)appropriate use of social media
D)unusual use of social media
Answer: A
Q2) Effective social media tactics can create value by offering real-time service responses.
A)True
B)False Answer: True
Q3) A webinar is a live or delayed video broadcast.
A)True
B)False
Answer: False
Q4) Disclosing any confidential information obtained as an employee is unethical behaviour.
A)True
B)False Answer: True
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Chapter 3: Interpersonal Communication
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Q1) According to Mehrabian's 1971 formula,facial expressions have the least impact on messages.
A)True
B)False
Answer: False
Q2) Acknowledging cultural differences
A)is necessary to send and receive nonverbal messages
B)means disregarding cultural factors
C)makes it harder to interpret the message
D)is the first step towards bridging cultural differences
Answer: D
Q3) A relationship is built on performance,by acknowledging,owning and expressing feelings as feedback.
A)True
B)False
Answer: False
Q4) The total message is made up of words.
A)True
B)False
Answer: False
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Chapter 4: Emotional Intelligence: Managing Self and Relationships
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Q1) Social awareness is associated with which three competency clusters?
A)Empathy,service orientation,compassion
B)Empathy,service orientation,organisational awareness
C)Empathy,organisational awareness,compassion
D)Compassion,service orientation,organisational awareness
Q2) The ability to read a group's emotional currents and power relationships is associated with
A)organisational awareness
B)personal awareness
C)political awareness
D)all of the above
Q3) Self-concept is the mental picture others have of you.
A)True
B)False
Q4) Explain how the interpersonal qualities of optimism,or being positive,and empathy contribute to social competence.Give examples as appropriate.
Q5) What is personal competence? Discuss how the concepts of self-disclosure,self-esteem,self-regulation and self-motivation contribute to personal competence.
Q6) How can people become more self-aware and develop a more positive self-concept? Page 6
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Chapter 5: Negotiation and Conflict Management
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Q1) Explain how power can be appropriately used and how it can be abused in the negotiation process.
Q2) The fight response means both parties may be open to conflict resolution.
A)True
B)False
Q3) Discuss the role of mediation in resolving deep-rooted conflict,using examples.
Q4) Negotiators engaged in interest-based bargaining
A)argue from positions of 'only what they want'
B)understand the need to deal with the person rather than the issue
C)implement the positional negotiation method
D)focus on the substance of the negotiation and the relationship
Q5) Why is reframing effective in managing conflict?
Q6) Misunderstanding is not a level of conflict.
A)True
B)False
Q7) Reframing is the way in which a party describes,explains or defines a conflict.
A)True
B)False
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Q8) Discuss personal negotiation styles and the way they impact on negotiation,using relevant examples from the textbook.
Chapter 6: Intercultural Communication
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Q1) What is left unsaid and only inferred is always less significant than what is said.
A)True
B)False
Q2) Perception is determined entirely by intercultural contexts.
A)True
B)False
Q3) Identify the barriers to intercultural communication.How can these barriers be removed in a business environment? Give examples of the implications of this in business.
Q4) In intercultural communication
A)the sharing of meanings will bring about agreement
B)body language will reveal what the other party thinks and feels
C)the sharing of meanings may or may not bring about agreement
D)making the effort to understand the other is the critical issue
Q5) Discuss the relationship between culture and communication.What impact does this relationship have in multinational business?
Q6) Nonverbal cues can be personal,cultural or universal.
A)True
B)False
Page 9
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Chapter 7: Communication Across the Organisation
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Q1) How can communication be improved within and outside an organisation?
A)By shaping the organisation's operations,its performance,the behaviour of people and the flow of communication
B)By analysing an organisation's structure and flow of communication
C)By facilitating open and clear communication by all,across the organisation
D)By identifying organisational,individual and cultural factors
Q2) What is organisational culture? How does it develop in an organisation? What is the role of organisational culture in improving communication? Explain your ideas with examples.
Q3) Whatever form it takes,the informal communication contact between employees in an organisation is not as important as the formal links.
A)True
B)False
Q4) Social media is useful to replace some existing channels of communication in modern organisations.
A)True
B)False
Q5) What are some common patterns of interaction in small group networks? Provide examples.
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Chapter 8: Leadership
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Q1) Choice of leadership style and impact as a leader will depend on
A)the knowledge the leaders have
B)the power leaders are given
C)the beliefs leaders hold about others,the way they prefer to behave and the situation.
D)the leader's ability to manage
Q2) The main difference between production- and employee-oriented leaders is
A)attention to the personal needs of followers
B)attention to the task
C)attention to the goal
D)attention to performance
Q3) Charisma is only found in transformational leaders.
A)True
B)False
Q4) Every leader has some form of authority and power.
A)True
B)False
Q5) What is the Situational Leadership Model about? Discuss the key situational influences in this model and explain the relationships among them with examples.
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Chapter 9: Team and Work Group Communication
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Q1) According to Goodman et al 1987 and Hogg et al 2006,norms in 'teams and groups' are defined as
A)incentives provided by an organisation to 'get the job done'
B)formal codes of practice essential to a workgroup
C)the acceptable standards,expectations or 'rules' that 'regulate' and foster uniform behaviours
D)the normal behaviours exemplified by leaders and adopted by the followers
Q2) Factors affecting group performance include: size,leadership,members,team structure,cohesiveness,groupthink,climate,environment,intervention,work-group moods,work-team enablers,power,accountability,capability,direction and transparency.
A)True
B)False
Q3) Knowing how to use the diversity of cultures in teams and groups will
A)improve the relationships between managers and followers
B)provide a source of competitive advantage
C)strengthen the unity of the group
D)help to collect knowledge
Q4) What are the factors that influence work groups and team performance? Discuss which ones do you think occur quite often and why.
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Chapter
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Q1) The most common form of virtual meeting is
A)teleconferencing
B)audio conferencing
C)web conferencing
D)videoconferencing
Q2) Attention to task-related roles improves group cohesion.
A)True
B)False
Q3) Verbal communication barriers are caused by
A)illogical organisation of words and unclear,ambiguous and discourteous ways of speaking
B)inappropriate use of gestures
C)culturally inappropriate proxemics
D)a combination of poor leadership and power-sharing
Q4) Meetings should be
A)informative and intense
B)highly focused and convened only when necessary
C)routine-like
D)as formal as possible
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Chapter 11: Customer Service
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Q1) Describe the communication skills required in customer relations and provide examples.
Q2) A quality interaction between customer and service provider is
A)a sign of goodwill between the organisation and its customers
B)dependent solely on good communication strategies
C)the basis of quality customer service
D)due to clever advertising
Q3) Multiple communication channels should be available to customers to commence,continue and complete interactions with the organisation.
A)True
B)False
Q4) Periodic revenue,when considering the lifetime customer value,relates to
A)the number of people who are being lost to the organisation
B)the amount of revenue collected from a customer in a set period of time
C)the periods into which the customer relationship is divided for analysis
D)the amount of money an organisation spends in a given period to retain a customer
Q5) Quality comprises the goods or services only.
A)True
B)False
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Chapter 12: Public Relations
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Q1) A strong relationship with traditional and social media is built on
A)knowledge of deadlines and what the media want
B)credibility and trust
C)a positive organisational image
D)strategic alignment of political and social goals
Q2) Explain why you would want to plan a public relations campaign.What would be the objectives? How many steps will it take and what are they?
Q3) According to Beder 1999,one of the risks of community consultation in the public relations context is that
A)it opens the organisation to criticism before the event
B)it is merely a PR exercise not aimed at fostering genuine participation in decision making
C)it communicates risk too overtly
D)it loses control over its own decision-making processes
Q4) Discuss corporate social responsibility,and how it is relevant to stakeholders.Give examples of corporate social responsibility in action.
Q5) Describe the steps in the strategic management of public relations issues.
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Chapter 13: Knowledge Management and Decision Making
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Q1) According to Drucker 2003,knowledge is impersonal,like money.
A)True
B)False
Q2) What is the role of managers and leaders in relation to knowledge management?
Q3) According to Coakes and Smith 2007,innovation takes place in organisations in A)networks
B)communities of practice
C)committees
D)face-to-face meetings
Q4) What is knowledge management? What are the main features of effective knowledge management? How does knowledge management develop people and organisations?
Q5) The main advantage offered by nominal group technique in problem solving is that it enables
A)a sufficient number of members to solve the problem
B)capable members of the group
C)the opportunity to think independently of others
D)sufficient knowledge to be used by the group
Q6) Describe the key concepts underpinning knowledge management and the seven levels of knowledge.
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Chapter 14: Researching and Processing Information
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Q1) The author-date or Harvard system is widely accepted because it is very complex.
A)True
B)False
Q2) Research ethics and etiquette are important because
A)upholding them leads to developing a good reputation and respect in your field
B)the penalties of not following them can be harsh
C)they enable you to become acknowledged in your field
D)otherwise someone might not acknowledge your own work as payback
Q3) Scholars need to ensure that new material is discussed,described and analysed in their research because
A)the research that comes from these new materials is more reliable
B)other scholars may use the same material
C)it situates their research in a context of recent developments in a field
D)new Internet sites and online databases are very reliable as sources for information
Q4) Planning research includes having clear ideas about
A)which indexes,abstracts and periodicals to use
B)which critical thinking skills and analysis techniques to use
C)topics and types of sources that may be useful
D)the value of general and specialised directories
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Chapter 15: Conducting Surveys and Questionnaires
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Q1) The purpose of pre-testing a questionnaire is to
A)identify the ease of use for respondents
B)identify any problems for respondents or interviewers
C)test the hypothesis on a sample
D)test the likely response rate
Q2) Routine questions are those that
A)establish basic details about the respondent
B)are usually the same in all surveys
C)are placed at the end of the survey
D)are designed to help identify the respondent
Q3) In a stratified sample
A)everyone has the same chance of being selected for the sample
B)a variable is the basis on which a group of people are randomly selected
C)a sample is chosen from a selected group of people
D)characteristics of the total population are represented
Q4) In a written report,a detailed explanation of the hypothesis is contained in the A)introduction
B)methods section
C)results section
D)conclusion
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Chapter 16: Critical Thinking,Argument,logic and Persuasion
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Q1) The premise may only be written as a purpose.
A)True
B)False
Q2) What is the key to critical thinking?
A)The perception of the speaker or the writer
B)Critical questioning
C)The ability to communicate
D)The ability to organise
Q3) An unsupported claim is simply an opinion.
A)True
B)False
Q4) The techniques of persuasion include
A)social,security and psychological appeals
B)historical,theoretical and economic appeals
C)a rhetorical mix,a features-benefits mix and psychological appeals
D)a mix of logical arguments and emotional appeals that influence changes in behaviour
Q5) Reflect upon an occasion when you succeeded in persuading someone to change their perspective on something.Discuss the persuasive strategies you used in,i.e.emotional,logical,or character-based.
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Chapter 17: Communicating Through Visuals
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Q1) Which of the following options are not visual aids?
A)Physical objects,working models and electronic whiteboards
B)Prepared flipcharts and standard whiteboards
C)Graphs,diagrams and charts
D)Gestures and proxemics
Q2) The Australian Bureau of Statistics now uses dot charts instead of bar charts because
A)the eye picks up the value more quickly,making dot charts easier to interpret
B)dot charts are bigger than all other charts and are therefore easier to read
C)bar charts do not effectively highlight the main points
D)they received many complaints about the inaccuracy of bar charts
Q3) What is the purpose of visual organisation in communication?
A)To provide emotional impact and present visual relationships
B)To appeal to the senses
C)To form a visual relationship between the user and the information
D)To give meaning to the relationships between colour,scale and texture
Q4) Describe the features of an effective visual.What do effective visuals do? Contrast the characteristics of ethical and unethical visuals.
Q5) Compare five major types of graphics.
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Chapter 18: Oral Presentations and Public Speaking in the Professions
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Q1) What enhances credibility and keeps the audience interested during a presentation?
A)A willingness to answer questions
B)A willingness to use humour
C)The strength of formal rhetorical skills
D)The inception of audio visual aids
Q2) Using chronological order is an example of a persuasive pattern of organisation.
A)True
B)False
Q3) A briefing is
A)a long oral report that informs or persuades listeners
B)an academic or professional presentation
C)a short,accurate summary of the details of a plan or operation
D)a written means to justify a solution that may invite participation
Q4) It is unwise for a senior person to take part in a team presentation if
A)they cannot easily attract the attention of the audience
B)they wish to contribute to the discussion raised by the presentation and give advice or criticism
C)the audience consists of their subordinates
D)the content of the presentation is likely to be controversial
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Chapter 19: Writing for the Professions
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Q1) What is the most important principle of plain English?
A)Ensure that your writing makes sense
B)Have a purpose for your writing
C)Approach the writing with vigour
D)Put yourself in the place of the receivers of the intended message
Q2) Passive voice is useful to give good news.
A)True
B)False
Q3) According to Kane 1988,coherence and flow are two related but distinct concepts at the sentence level in writing.
A)True
B)False
Q4) Document layout and design deal with
A)line length,line spacing,type size and justification
B)provision of visual cues and generous use of white space
C)headings,graphics,use of colour,bolding,italics and capitals
D)all of the above
Q5) Discuss situations in which you would use an active and a passive voice in writing business documents.
Q6) What is 'plain English'? How does writing in plain English advantage the reader?
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Chapter 20: Writing Correspondence,Emails and Short Reports
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Q1) The start of the body of a business letter should
A)inform the reader of the purpose of the letter
B)contain the salutation and a subject line
C)present details and information clearly and concisely
D)catch the reader's attention after opening courteously
Q2) What is NOT included in a letterhead?
A)The company name,address and email address
B)The company telephone,telex and facsimile numbers
C)The name,address,and email address of the sender
D)The reference number and writer's telephone extension
Q3) Legal requirements mean that business agreements,contracts and other documents should be paper-based,signed and witnessed.
A)True
B)False
Q4) The appropriate writing strategy for good news or neutral letters is
A)the circular order of information
B)the circuitous order of information
C)the direct order of information
D)the indirect order of information
Q5) Why is the indirect order of information used in bad news letters?
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Chapter 21: Writing Long Reports
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Q1) Informational reports deliver data and information and make recommendations.
A)True
B)False
Q2) Report-writing style uses personal pronouns and unemotional language.
A)True
B)False
Q3) In writing an analytical scientific report,it would be necessary to
A)ensure that adequate time and resources are available to complete the report in the time-frame available
B)consider ways in which qualitative data may be presented to persuade the readers
C)use an indirect order of presentation
D)accompany the written report with an oral presentation of the findings
Q4) A mechanical edit is useful for which of the following purposes?
A)To ensure the report's structure flows meaningfully
B)To ensure the report conforms to the required style
C)To ensure the report is formatted appropriately
D)To check for appropriate expression
Q5) What writing style would you use in a long analytical report? Name the parts of the report that belong in the front matter.
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Chapter 22: Writing for the Web
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Q1) Chunking information when writing for the web is effective because
A)it divides writing into long sections
B)it limits paragraphs to several main ideas
C)it allows the reader to scan quickly through each point
D)it allows the writer to incorporate technical terms
Q2) Good site navigation is dependent on page design and placement of graphics to attract a user's attention.
A)True
B)False
Q3) Web users spend
A)20% of the time looking above the page fold,and 80% below the page fold
B)80% of the time looking above the page fold,20% below the page fold
C)20% of the time looking above the page fold,28% below the page fold
D)28% of the time looking above the page fold,20% below the page fold
Q4) An audience that helps an organisation achieve its objective is its primary audience.
A)True
B)False
Q5) What is the role of blogging in the workplace? Discuss the guidelines for effective blogging.
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Chapter 23: Writing Reflective Journals
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Q1) You do not normally share a reflective journal.
A)True
B)False
Q2) Professional reflective journals can become legal documents. A)True
B)False
Q3) Reflective journals are a diary and account of events of the day.
A)True
B)False
Q4) When writing a reflective journal,lecturers expect students to A)have goals
B)be thoughtful
C)be thorough
D)ask for feedback
Q5) The purpose of a reflective journal is to pass judgement on your own behaviour. A)True
B)False
Q6) Becoming a good reflective journal writer takes practice. A)True B)False
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Chapter 24: Academic Writing
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Q1) An argumentative essay requires
A)position,primary research and recommendation
B)statement of identification,explanation sequences and summary
C)thesis,different points of view,evidence,critical analysis and convincing conclusion
D)thesis,main point of view and supporting ideas
Q2) The two common standards for citations and bibliographies are the traditional note method and
A)True
B)False
Q3) What is critical thinking?
A)Questioning what you read and not necessarily agreeing with it
B)Using a theory based on your own view
C)Looking for reasons for accepting something as being correct or true
D)Criticising the arguments of others and putting your own forward
Q4) An abstract will not include the main subsidiary themes.
A)True
B)False
Q5) How can you identify and avoid exaggeration in academic writing?
Q6) What is the difference between an argumentative essay and an expository essay?
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Chapter 25: The Job Search, Résumés and Interviews
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Q1) Why are keywords essential in a résumé?
Q2) What are the main services offered on an online recruitment site? What are the advantages and disadvantages of conducting a job search online?
Q3) Many employers and recruitment agencies prefer to have hard-copy résumés rather than keeping electronic résumés.
A)True
B)False
Q4) The purpose of a stress interview is to
A)test 'the mettle' of the interviewee
B)determine how the interviewee behaves when stressed
C)determine how the interviewee behaves when emotional
D)give the interviewee the impression that the interviewer is not interested
Q5) Before posting a résumé on an Internet site,ask yourself whether it is to apply for a specific vacant position,answer a recruiting drive or for submission to a database in the hope of being headhunted at some later date.
A)True
B)False
Q6) Compare the advantages and disadvantages of written and oral references.
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