Communication Skills for Business Exam
Answer Key
Course Introduction
Communication Skills for Business equips students with the essential tools for effective verbal, non-verbal, and written communication in professional settings. The course covers foundational topics such as active listening, presentation techniques, business correspondence, and intercultural communication, emphasizing their practical application through real-world business scenarios. Students will develop strategies to convey ideas clearly, manage workplace conflicts, and adapt their messages for diverse audiences. Through interactive activities, case studies, and collaborative projects, learners will strengthen their confidence and proficiency in communicating within and across teams, preparing them to succeed in a dynamic business environment.
Recommended Textbook
Business Communication Process and Product 8th Edition by Mary Ellen Guffey
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16 Chapters
1840 Verified Questions
1840 Flashcards
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Chapter 1: Business Communication in the Digital Age
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Robert has altered figures on his firm's financial statements to make revenues for the quarter look higher. He thinks that doing this will cause an increase in his firm's stock price, which will make stockholders happy. He has fallen into the ends-justify-the-means ethical trap.
A)True
B)False
Answer: True
Q2) Which of the following is an example of an internal organizational communication?
A)A tweet sent to a customer about a private sale that will take place tomorrow
B)A Facebook page advertising a company's products
C)A meeting of all department managers
D)An annual report sent to company stockholders
Answer: C
Q3) Knowledge and information workers are paid for their ability to engage in physical labor and lift heavy objects.
A)True
B)False
Answer: False
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3
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal
and Etiquette Skills
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) Stephen will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is the best advice you can give him?
A)Agree with everyone with whom he interacts.
B)Talk about his personal relationships and finances as a way to appear human and to establish relationships with other employees.
C)Send written thank-you notes to express sincere appreciation and praise.
D)Tell as many jokes as possible to put his colleagues at ease.
Answer: C
Q2) A meeting ____________________, which is distributed in advance of a meeting, lists date and place of the meeting, start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of participants.
Answer: agenda
Q3) In the workplace you are more likely to be taken seriously and more likely to be promoted if you look and sound professional.
A)True
B)False
Answer: True
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Chapter 3: Intercultural Communication
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115 Flashcards
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Sample Questions
Q1) Communicators in ____________________-context cultures, such as those in Japan, China, and Middle Eastern countries, pay attention to more than the words spoken. They emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting.
Answer: high
Q2) Which of the following statements about gender differences in communication is least accurate?
A)Women tend to have more attentive eye contact than men.
B)Men tend to make more expansive gestures than women.
C)Women tend to talk about more personal issues when engaging in small talk.
D)Women tend to make more "I" statements; whereas, men make more "we" statements.
Answer: D
Q3) Social media may potentially bridge cultural differences as well as reinforce them, depending on their users.
A)True
B)False
Answer: True
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Chapter 4: Planning Business Messages
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115 Flashcards
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Sample Questions
Q1) Devon is writing an e-mail message to a customer to tell him that the customer's order has been shipped. His primary purpose is to A)inform.
B)persuade.
C)sell.
D)promote goodwill.
Q2) Every message you write should begin with the notion that your audience is thinking What's in it for me?(WIIFM)
A)True
B)False
Q3) An American sales team offended a group of Peruvian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Peruvian culture. The communication barrier in this instance could be attributed to A)bypassing.
B)poor listening skills.
C)a failure to recognize different frames of reference.
D)emotional interference caused when senders or receivers are distracted by internal feelings.
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Chapter 5: Organizing and Drafting Business Messages
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115 Flashcards
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Sample Questions
Q1) An organizational pattern that presents the main idea followed by details, explanation, and evidence is the
A)indirect organizational pattern.
B)direct organizational pattern.
C)geographical organizational pattern.
D)chronological organizational pattern.
Q2) Which of the following should be organized in an indirect pattern?
A)An e-mail message to customers about a free shipping offer
B)An e-mail message to employees telling them that overtime will be eliminated
C)A letter offering a position to a job applicant
D)A letter to members of a professional organization telling them about an upcoming event
Q3) June is our busiest month, February is our slowest contains a comma splice. A)True
B)False
Q4) A(n) ____________________ is a group of sentences about one idea.
Q5) The following sentence contains a dangling modifier: Working all night, the report was finished by Robert.
A)True
B)False
Page 7
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) You have just been given the job to write tweets for your company and to respond to customers' tweets using the Twitter microblogging service. What should you do?
A)Don't worry about trying to make your tweets concise; the most important thing is to get your message across.
B)Include only main ideas and choose descriptive but short words.
C)Don't worry about using conventional spelling, grammar, and punctuation; this is not expected in tweets.
D)You should do all of these.
Q2) Which of the following sentences sounds most conversational?
A)The undersigned is sincerely grateful for the kind assistance you provided last week.
B)Thanks for your help last week.
C)It is my sincere hope that it was not too much of an inconvenience for you to sacrifice your valuable time to assist a colleague last week.
D)My sincere gratitude is offered to you in exchange for the support you offered to me last week.
Q3) Empty space on a page is called ____________________ space, which can improve readability.
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Chapter 7: Short Workplace Messages and Digital Media
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115 Flashcards
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Sample Questions
Q1) More accurate terms for podcasting are ____________________ for audio content and vcasting for video content.
Q2) The most important part of an e-mail message is the ____________________ line, which summarizes the message's central idea, thus providing quick identification for reading and for filing.
Q3) What is the biggest advantage of business blogs?
A)They potentially reach a far-flung, vast audience.
B)They are exempt from possible legal litigation.
C)They are easy to maintain.
D)All are advantages of business blogs.
Q4) Bcc, which stands for "____________________ carbon copy," sends a copy of an e-mail message to a third party without the addressee's knowledge.
Q5) Instant messages and text messages can become evidence in court cases and lawsuits.
A)True
B)False
Q6) A(n) ____________________ is a Web-based tool that employs easy-to-use collaborative software to allow multiple users collectively to create, access, and modify documents..
Page 9
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Chapter 8: Positive Messages
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115 Flashcards
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Sample Questions
Q1) What should you do in the closing of an instruction message?
A)Beg the reader to follow the instructions carefully.
B)Try to tie following the instructions to benefits to the organization or individual.
C)Warn the reader about what the punishment will be for not following the instructions.
D)You should do all of these in the closing of an instruction message.
Q2) The body of a routine message that requests information or action should
A)present details that explain your request.
B)request action from the reader.
C)give any deadline dates.
D)reveal for the first time why you are writing.
Q3) What is the least accurate statement about posting complaints online?
A)If you want a company to pay attention to your complaint, post it online.
B)Social media posts can make complainers seem irrational.
C)Anonymous complaints made online can be tracked to the writer.
D)You can be sued for negative comments you make online.
Q4) Adjustment messages that grant customers' claims should be written using the ____________________ organizational pattern.
Q5) The most emphatic positions in a message are the opening and ___________.
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Chapter 9: Negative Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) The _______________________and Equal Credit Opportunity Act state that consumers who are denied loans must receive a notice of "adverse action" from the business explaining. the decision
A)PATRIOT Act
B)Class Action Fairness Act
C)Fair Credit Reporting Act
D)Sarbanes-Oxley Act
Q2) Ethan has already written three letters to a customer whose account is now several months past due. His fourth letter to the customer should use a direct pattern.
A)True
B)False
Q3) The best placement for a statement of bad news in a message is
A)in a subordinate clause.
B)at the beginning of a sentence.
C)at the end of a paragraph.
D)at the beginning of a paragraph.
Q4) When the bad news is not damaging, when the reader may overlook the bad news, or when firmness is necessary, the ____________________ organizational pattern should be used.
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Chapter 10: Persuasive and Sales Messages
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) To establish ____________________, show your reader that you are truthful, experienced, and knowledgeable.
Q2) An effective way of dealing with price is to delay mentioning it until after you've created a desire for the product or service.
A)True
B)False
Q3) Use facts, figures, expert opinions, and examples in a persuasive message to build __________ in your product or idea..
Q4) In the digital age, persuasive skills are becoming less important at work.
A)True
B)False
Q5) If you expect resistance or need to educate the reader, use the direct approach for your persuasive message.
A)True
B)False
Q6) _______________ messages use persuasion to promote specific products and services.
Q7) The main theme of your appeal in a sales letter is your ___________ selling point.
Page 12
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Chapter 11: Reporting in the Digital-Age Workplace
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) In which of the following situations should the direct pattern of organization be used for a business report?
A)When readers are familiar with the topic
B)When readers must be educated about the topic
C)When readers may be disappointed in or hostile toward the report's findings
D)When readers must be persuaded
Q2) Select the most accurate statement about sources found on the Web.
A)Information posted at most sites has undergone the same editing and scrutiny given to articles in scholarly publications.
B)Researchers can safely assume that the information posted on websites by individuals and companies is reputable.
C)Wikis, blogs, and discussion forum entries are short-lived and change constantly.
D)Wikipedia is reliable and should be used when conducting any scholarly research.
Q3) The first step in the report-writing process is preparing a work plan.
A)True
B)False
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Chapter 12: Informal Business Reports
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Sample Questions
Q1) Select the most accurate statement about organizing report data.
A)Poorly organized reports lead to reader frustration.
B)Analytical reports generally present data without interpretation.
C)Analytical reports should always follow an indirect method, placing the conclusions and recommendations last.
D)All of these choices are accurate statements about organizing report data.
Q2) The ____________________ to a report should tell the purpose of the report, describe the significance of the topic, and preview main points.
Q3) You are responsible for recording the minutes of an important executive board meeting. The best way to organize these minutes is by A)importance.
B)time.
C)convention.
D)criteria.
Q4) Background, Findings, and Overhead Costs are examples of ____________________ headings, which describe general topics in a report.
Q5) The value that occurs most frequently in a group of figures is the ____________________.
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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115 Verified Questions
115 Flashcards
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Sample Questions
Q1) In the operations and ____________________ section of a business plan, explain specifically how you will run your business, including location, equipment, personnel, and management.
Q2) Formal business reports are read by only the highest levels of management.
A)True
B)False
Q3) A grant proposal includes
A)a needs statement that explains a problem or situation that the grant project proposes to address.
B)an action plan that tells what will be done by whom and when.
C)a plan for measuring progress toward completion of the grant proposal's goal. D)all of these components.
Q4) The section of a formal business report that makes precise suggestions for actions to solve the report problem is the
A)recommendations.
B)introduction.
C)conclusion.
D)body.
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Chapter 14: Business Presentations
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115 Verified Questions
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Sample Questions
Q1) What is the best guideline for adapting text and color selections for each slide of your multimedia presentations?
A)Use light text on a dark background for presentations in lightened rooms, and use dark text on a light background for presentations in darkened rooms.
B)Never break the 6-x-6 rule.
C)As a general guideline, include no more than six bullets per screen and six words per bullet.
D)Use light text on a light background for a professional, peaceful look.
Q2) The introduction to an oral presentation should accomplish three goals: identify yourself and establish your credibility, preview your main points, and A)ask for relevant audience questions.
B)capture your listeners' attention and get them involved.
C)use an accepted organizational pattern such as chronology or geography/space.
D)show what a snappy dresser you are by wearing professional attire.
Q3) A key element in preparing your oral presentation is analyzing your ____________________, anticipating its reactions, and making appropriate adaptations.
Q4) Our old computers are dinosaurs is an example of a(n)
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Chapter 15: The Job Search and Résumés in the Digital Age
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115 Verified Questions
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Sample Questions
Q1) Gregory will be graduating soon and wants to learn more about a career path he is considering. Which of the following should he do?
A)Take a summer job, internship, or part-time position in his field.
B)Interview someone in his chosen field.
C)Join a professional or student organization in his field.
D)Gregory should do all of these.
Q2) You should always include both high school and college information in the Education section of your résumé.
A)True
B)False
Q3) The Summary of Qualifications section that lists your most impressive accomplishments and qualifications replaces the Education and Experience sections. A)True
B)False
Q4) The main ____________________ of a résumé contains your name and contact information.
Q5) A(n) ____________________ cover message is written when an employer has advertised a job opening.
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Chapter 16: Interviewing and Following up
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Sample Questions
Q1) During the job interview,
A)don't criticize anyone or anything.
B)ask early on whether vacation and benefits are generally offered to an individual in this position.
C)focus on how much you need the job.
D)arrive at least 30 minutes early to show your enthusiasm.
Q2) You want to be prepared if you are asked about your salary expectations during a job interview. What should you do?
A)Do research before the interview so that you know what similar jobs are paying in your geographic region.
B)Determine what you would like to earn per hour so that you can give an exact dollar amount when asked.
C)Create a budget that details your personal expenses so that you can show the employer exactly how much you need to earn to cover your bills.
D)All of these choices
Q3) Prepare for ____________________ questions, such as Tell me about a time when you solved a difficult problem.
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