Communication Skills for Business
Chapter Exam Questions
Course Introduction
Communication Skills for Business equips students with essential verbal, non-verbal, and written communication techniques tailored for professional environments. The course covers fundamentals such as crafting clear emails, effective business presentations, active listening, negotiation, and cross-cultural communication. Emphasis is placed on developing interpersonal skills, understanding organizational communication dynamics, and overcoming common barriers to effective exchange of ideas. Through practical exercises, role-plays, and real-world scenarios, students gain the confidence and competence to communicate persuasively and professionally in diverse business contexts. Recommended Textbook
Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
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Page 2
Chapter 1: Communication Foundations
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Q1) 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
Q2) "The message received is not necessarily the same as the message sent" refers to the general impact on communication of
A)less than adequate feedback
B)communication barriers
C)poor choice of communication channels
D)ignoring the importance of context
Answer: B
Q3) An appropriate channel suits the communication purpose,the needs of the sender,the message and receiver.
A)True
B)False
Answer: True
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Chapter 2: Social Media
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Q1) Audience co-creation and contextualisation is not welcomed by most companies as they lose control over the content.
A)True
B)False
Answer: False
Q2) Identity,conversations and sharing are examples of
A)a honeycomb framework
B)an operational framework
C)the mosaic framework
D)the media framework
Answer: A
Q3) Organisations are increasingly using social networks to
A)announce their social responsibility
B)improve their workflows
C)engage with clients and customers
D)improve internal relationships
Answer: C
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Page 4
Chapter 3: Interpersonal Communication
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Sample Questions
Q1) The total feedback message consists of words,nonverbal aspects and questioning.
A)True
B)False
Answer: False
Q2) Proximity refers to
A)how people use their own personal space and the space of others
B)how people communicate and reflect the way they feel to others
C)a variety of cultures
D)orientation
Answer: A
Q3) Nonverbal behaviour
A)exists in a context
B)is independent of context
C)varies between context dependency and independency
D)is conveyed through choice of words
Answer: A
Q4) A good listener is always willing to do more than listen.
A)True
B)False
Answer: True
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Chapter 4: Emotional Intelligence: Managing Self and Relationships
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Q1) The value of self-disclosure is that
A)we can make ourselves appear to be trustworthy
B)we can learn a lot about ourselves as well as others
C)it clearly demonstrates that honesty is valued in difficult situations
D)it maintains integrity in business and personal relationships
Q2) Confidence is the ability to feel comfortable with others.
A)True
B)False
Q3) Self-awareness is associated with A)emotional awareness
B)others' assessment of us
C)capacity to communicate D)our achievements
Q4) Our self-concept affects our ability to give and receive feedback. A)True
B)False
Q5) Reflected appraisal and social comparison are the two theories that explain the development of self-concept.
A)True
B)False
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Chapter 5: Negotiation and Conflict Management
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Q1) Acknowledgement of power and deference to it is based on people's knowledge and skills of negotiation.
A)True
B)False
Q2) In interest-based negotiation,the problem is defined in terms of the interests - each side's needs,desires,concerns and fears - rather than the positions of each party.
A)True B)False
Q3) A win-win approach in negotiation
A)focuses on the necessity to win
B)negotiates a situation on its merits
C)may leave one of the parties dissatisfied
D)requires arbitration to successfully conclude the negotiations
Q4) Reflect upon a time in which you experienced conflict and were required to negotiate as part of a conflict resolution strategy.What negotiation style and conflict approach did you or the other party adopt,and was it effective? Discuss the scenario with reference to concepts covered in Chapter 5.
Q5) Discuss the role of mediation in resolving deep-rooted conflict,using examples.
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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) A definition of culture is problematic because it is
A)abstract and means different things to different people
B)the result of biological inheritance
C)an accumulation of knowledge
D)multi-dimensional and multi-layered
Q3) Acculturation is an active ongoing process of language involvement.
A)True
B)False
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) Nonverbal cues can be personal,cultural or universal.
A)True
B)False
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Chapter 7: Communication Across the Organisation
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Q1) If you were a newly appointed manager in an organisation,describe some of the steps you would take to assess organisational culture in your workplace.What type of networks would you encourage to facilitate effective communication,and why?
Q2) Culture cannot be passed on and learnt.
A)True
B)False
Q3) Why is 'boundaryless organisation' long-lasting? It
A)comes from traditional structures responding to the demands of globalisation,strategic alliances,and technological and supply interdependence B)redirects communication without feedback
C)eliminates the vertical boundaries exclusively D)creates a flatter structure
Q4) Autonomous work groups encourage communication and interaction because an individual or group is given almost total freedom to complete the task.
A)True
B)False
Q5) Discuss the statement 'The grapevine ought to be banned.It creates nothing but mischief!'
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Chapter 8: Leadership
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Q1) What are the differences between transactional leadership and transformational leadership? Explain transformational leadership in terms of its characteristics,outcomes and other relevant factors.
Q2) According to the theories of leadership styles,all leadership affects
A)group performance and the motivation of members
B)the policies of the group
C)the promotion of staff
D)the way of communication in the group
Q3) Discuss differences in the way leadership styles use power.
Q4) Which leadership power can easily cause communication barriers?
A)Legitimate power
B)Expertise power
C)Coercive power
D)Information power
Q5) What is a leader responsible for when he or she fulfils the role of a mentor?
A)The promotion of the person
B)Protecting the person
C)Helping the person's literacy
D)The development of that person
Q6) What is the link between emotional intelligence and authentic leadership?
Page 10
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Chapter 9: Team and Work Group Communication
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Q1) List the five stages in the development of a group in an organisation.Name three behaviours typical of each of the different stages in the development of a group.If you are currently part of a group,which 'type' of group do you think best describes it? At what stage of development is this group?
Q2) As the group is restructured,the committee disbanded or the task force dissolved after completing its objectives,the
A)performing stage occurs
B)storming stage arises
C)adjourning stage arises
D)norming stage occurs
Q3) What is believed to be critical for building an effective virtual team?
A)Electing a leader
B)The technical knowledge of the group members
C)Establishing a clear purpose
D)Building relationships
Q4) What are the four group decision-making techniques and what is the purpose of each? Describe how a team can facilitate effective decision-making.How can a team leader facilitate member participation?
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Q1) The role of attendees at a meeting is best seen as
A)preparing and participating
B)preparing the agenda,recording the minutes,asking questions,seeking clarification,and enforcing decisions
C)performing technical\task activities,and human relations\enabling activities
D)having personal responsibility for individual outcomes,and shared responsibility for team outcomes
Q2) Maintenance-related roles at meetings refer to A)roles that support and encourage the contribution of all other members and create a positive meeting climate
B)roles that correct and influence others to maintain decorum and protocol at meetings C)roles that maintain accurate minutes and delegate action items resulting from a meeting
D)the roles that keep the meeting moving forward by goal-setting,problem solving and decision making so that the meeting achieves its aims
Q3) The effectiveness of meetings is mainly determined by the ratio of attendance. A)True B)False
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Chapter 11: Customer Service
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Q1) Discuss the differences between Customer Relationship Management,Customer Experience Management,and Customer Value Management.
Q2) Customer satisfaction occurs when organisations
A)build customer service around the customers' needs and expectations
B)identify customers' needs and expectations
C)meet the needs and expectations of customers
D)improve the customer value package
Q3) Before an organisation develops an effective customer service strategy,it must
A)know its staff and product or service
B)know the needs and expectations of its customers
C)know what and how it can deliver
D)all of the above
Q4) An organisation that develops a strategy with a clear vision of the customer's potential experience is implementing
A)a customer satisfaction model
B)customer relationship management
C)customer experience management
D)a customer complaints resolution model
Q5) How would you manage customer complaints and difficult situations?
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Chapter 12: Public Relations
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Q1) Public Relations PR is concerned with
A)the range of organisational activities required to keep a customer satisfied
B)creating the organisation's public presence and influencing its publics to take some course of action
C)marketing your image and building your organisation's structural base
D)ensuring employees of the company are satisfied with the way business is conducted
Q2) A public health campaign designed to inform the public of the benefits of exercise is an example of which public relations model?
A)Press Agentry\Publicity Model
B)Public Information Model
C)Two-way Asymmetrical Model
D)Two-way Symmetrical Model
Q3) Organisations can take their time to assess an issue and decide the best way to respond.
A)True
B)False
Q4) Discuss the different roles media releases,news conferences and special events have in promoting an organisation's image.
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Chapter 13: Knowledge Management and Decision Making
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Q1) In knowledge management,knowledge workers are expected to
A)positively affect the business
B)provide a useful context for planning,developing and implementing organisational tasks
C)create knowledge and have know-how about customer expectations,sales trends,production methods and strategies
D)provide human capital to the organisation
Q2) According to Harrison 1997,in case-based reasoning systems expertise is encoded in what we know should happen classical rules.
A)True
B)False
Q3) Because they share,create,organise,review and accumulate knowledge,the relationship between members of a community of practice is one of A)power-plays among the members
B)emotional enrichment
C)disengagement
D)mutual engagement
Q4) What is the role of managers and leaders in relation to knowledge management?
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Chapter 14: Researching and Processing Information
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Q1) Electronic media include the Internet,online databases,CD-ROMs and electronic journals.
A)True
B)False
Q2) In the university context,scholars must research from all possible credible sources and use the format,writing and citation styles recommended by their faculty.
A)True
B)False
Q3) Which of the following is an effective method of sorting information accessed prior to writing?
A)Taking extensive notes
B)Creating a mind map
C)Envisaging the finished product
D)Using index cards
Q4) The author-date or Harvard system is widely accepted because it is very complex.
A)True
B)False
Q5) What is the purpose of research in the context of business communications?
Q6) Discuss how to use search engines,web directories and databases effectively.
Page 16
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Chapter 15: Conducting Surveys and Questionnaires
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Q1) Questionnaires are easy to administer because
A)they are generally paper-based
B)they are usually consistent
C)distribution,collection and delivery can be flexible and adapted
D)data is easier to code than if other tools had been used
Q2) Discuss the differences between random,stratified and cluster sampling.Give examples of when each type of sampling may be most useful.
Q3) Leading questions are
A)questions that pre-dispose the respondent to a particular response
B)the first questions on a questionnaire
C)biased questions
D)those that provide useful guidance to a respondent
Q4) Which type of question would you include if you wish to encourage open expression?
A)Fixed-alternative question
B)Open-ended question
C)Ranked question
D)Matrix question
Q5) What are the steps a researcher needs to go through to establish the goals of the survey?
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Chapter 16: Critical Thinking,Argument,logic and Persuasion
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Q1) Descriptive assumptions are
A)unstated values about the way the world is
B)explicit beliefs about the way the world is
C)assumptions that give a general rather than a specific character to a subject
D)found in the results section of a research report
Q2) The purpose of using basic structure,such as 'This is so,because of ' is to
A)help readers understand the research methods
B)enable the writer to infer the conclusion
C)guide the writer to write a conclusion
D)prepare the writer to use an advanced structure in the future
Q3) According to Maslow 1997,the hierarchy of needs
A)is a feature-benefits mix
B)provides a way to categorise types of needs from higher-level to lower-level needs
C)suggests that an unsatisfied need provides the motivation to act in order to satisfy that need
D)illustrates how persuasive messages can satisfy health and safety needs
Q4) A solid argument is based on convincing evidence and sound inferences.
A)True
B)False
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Chapter 17: Communicating Through Visuals
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Q1) The height of a bar in a bar graph represents
A)quality
B)relativity
C)quantity
D)span
Q2) It is easy to judge areas and size differences accurately when using a pie chart.
A)True
B)False
Q3) A graphic that is most useful in creating an immediate impact would be
A)a diagram
B)an illustration
C)a photograph
D)a scatter diagram
Q4) Placing a photograph next to the text to which it refers in a report is adhering to the visual design principle of
A)contrast
B)alignment
C)proximity
D)simplicity
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Chapter 18: Oral Presentations and Public Speaking in the Professions
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Q1) The main point of your summary in a presentation is to attract the audience's attention.
A)True
B)False
Q2) What is the main thing that an introduction in a speech needs to do?
A)Introduce the speaker and the topic
B)Identify the main theme and review the structure of the speech
C)Outline the search and sources
D)Create interest in the speech
Q3) The purpose of the technique of 'rewriting for the ear' in preparing a presentation is to
A)polish the presentation to suit the needs of formal,academic English
B)meet the needs of assessors and managers
C)refine the speech to meet the needs of a virtual audience who are reading the message
D)refine the speech to meet the needs of audience who are listening to the message
Q4) Why do you think the conclusion is often seen as one of the most important sections of the presentation?
Q5) What functions do audiovisual aids play in a presentation?
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Chapter 19: Writing for the Professions
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Q1) 'The man and the lady' is an example of parallel language.
A)True
B)False
Q2) Plain English writing makes good business sense because of the three advantages of
A)empathy,economy and elegance
B)equity,efficiency and effectiveness
C)friendliness,familiarity and formality
D)conciseness,clarity and concern
Q3) The basic requirement of paragraph writing is that
A)no more than three sentences are included
B)each paragraph has one main idea
C)coherence is limited
D)an introduction is required
Q4) Inclusive language includes all readers,including those opposed to the argument.
A)True
B)False
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?
Page 21
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Chapter 20: Writing Correspondence,Emails and Short Reports
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Q1) All companies include a reference Our Ref.or Your Ref.and telephone extension in their letterhead.
A)True
B)False
Q2) One difference between a good news letter and a bad news letter is the order of information - direct or indirect.
A)True
B)False
Q3) In preparing a report,creating a mind-map will enable you to work swiftly to produce a complete but concise report.
A)True
B)False
Q4) Close the letter by referring again to the bad news and repeating your apology.
A)True
B)False
Q5) Differentiate 'good news','bad news' and 'persuasive' letters.Give an example of business situations when these types of letters might be used.
Q6) How can cultural differences impact on a written message? Give examples.
Q7) Identify at least three errors you should avoid when writing a business letter.
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Chapter 21: Writing Long Reports
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Q1) A definitive formatting rule is to vary the format to suit the purpose and nature of the report.
A)True
B)False
Q2) Setting out or formatting the material in an appropriate way in the long report is important because
A)there may be a wide range of report readers with varying degrees of literacy
B)the use of headings and spaces makes for more readable information
C)the report needs to look friendly and impersonal
D)it makes arguments put forward by the report more convincing
Q3) Which of the following is NOT a necessary part of the planning stage to create a long report?
A)Writing the letter of transmittal
B)Defining the problem and the purpose
C)Collecting,sorting and evaluating information
D)Preparing an outline
Q4) Provide an outline indicating the structure of a long report.Specify those sections that must be included in all reports prior to indicating those that may be optional or dependant on the attendant circumstances.
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Chapter 22: Writing for the Web
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Q1) Guidelines for successful blogging include knowing
A)why you're blogging,your reader's interests,the culture of your organisation
B)who you are,how you are,where your reader is
C)your reader,your website,your product
D)your competitor,your manager's interests
Q2) Web development is usually distributed across an organisation.
A)True
B)False
Q3) A feature of high traffic websites that direct visitors to social bookmarking sites is the effective use of hypertext.
A)True
B)False
Q4) Good site navigation is dependent on page design and placement of graphics to attract a user's attention.
A)True
B)False
Q5) What are the features of a credible website,and why is credibility so important?
Q6) The outcome of effective knowledge transfer is action.
A)True
B)False
Page 24
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Chapter 23: Writing Reflective Journals
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Q1) Problems associated with keeping a journal are most likely related to
A)concerns about self-disclosure
B)finding the time to write
C)concerns about your writing style
D)finding a quiet place in which to write
Q2) A reflective journal
A)records your observations and events in which you participate
B)is a conversation between you and your lecturer
C)encourages insight and reflection into your own practice,knowledge and attitudes
D)records your personal and professional goals
Q3) Thinking about what could be done to change a general situation occurs through the
A)Mirror lens
B)Microscope lens
C)Binocular lens
D)Myopic lens
Q4) What are some of the issues associated with sharing your reflective journal online?
Q5) Discuss strategies that will promote effective writing in your journal.
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Chapter 24: Academic Writing
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Q1) All academic papers should be typed single-spaced.
A)True
B)False
Q2) An epigraph is
A)a list of abbreviations
B)the same as end matter
C)a glossary
D)a quotation at the beginning of a text
Q3) The best way to improve the credibility of your argument is to present your own point of view rather than an opposing and supporting argument.
A)True
B)False
Q4) The purpose of an abstract is to identify the essential argument in the document without passing any opinion or critical comment.
A)True
B)False
Q5) What are the signs that could indicate a writer is using 'weak-sense' critical thinking to defend their current beliefs?
Q6) How can you identify and avoid exaggeration in academic writing?
Page 26
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Chapter 25: The Job Search, Résumés and Interviews
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Q1) What is considered critical to the success of your résumé writing?
A)A self-effacing tone
B)The order of presentation of information
C)The inclusion of a creative image
D)The use of technical terminology
Q2) An effective interviewer may make good use of interview techniques such as
A)interrogation techniques
B)conducive techniques
C)a combination of directive and non-directive techniques
D)psychometric testing
Q3) The main feature of the targeted résumé is that you focus on your skills and capabilities rather than your history.
A)True
B)False
Q4) In which way is a scannable résumé loaded into a database by recruiters?
A)Using electronic mailing lists
B)By podcasts
C)Using Optical Character Recognition OCR
D)Using Web 2:00
Q5) Compare the advantages and disadvantages of written and oral references.
Page 27
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