Communication Skills for Managers
Mock Exam
Course Introduction
Communication Skills for Managers is designed to equip current and aspiring managers with the essential communication tools necessary for effective leadership in todays dynamic workplace. The course explores key concepts including interpersonal communication, active listening, conflict resolution, giving and receiving feedback, and delivering clear presentations. Emphasis is placed on adapting messages for diverse audiences, fostering a positive organizational culture, and managing challenging conversations with confidence and professionalism. Through practical case studies, interactive exercises, and group discussions, students learn to enhance their verbal, nonverbal, and written communication abilities, preparing them to influence, motivate, and lead teams successfully.
Recommended Textbook
Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
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1831 Verified Questions
1831 Flashcards
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Page 2
Chapter 1: Communication Foundations
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73 Verified Questions
73 Flashcards
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Sample Questions
Q1) In contrast to academic writing,business communication requires particular precision,clarity and efficiency because of
A)the pressure of time
B)new employees
C)the various mediums of communication
D)the need for a two-way approach
Answer: A
Q2) Communication barriers are often caused by
A)the sender or the receiver
B)the appropriate choice of words
C)a suitable channel
D)receiver attention
Answer: A
Q3) Foulger's ecological model of communication
A)focuses on relationships
B)suggests channels are fundamental to communication success
C)relies on feedback
D)is language oriented
Answer: A
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Page 3
Chapter 2: Social Media
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Sample Questions
Q1) Reasonable use of social media includes
A)providing brief personal comments on non-work related fora
B)doing banking online in personal time
C)spending time on non-work related social media sites
D)posting a personal blog
Answer: B
Q2) Sources of qualitative data include
A)conversation drivers
B)engagement
C)timing
D)click-through rates
Answer: A
Q3) Audience co-creation and contextualisation is not welcomed by most companies as they lose control over the content.
A)True
B)False
Answer: False
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Chapter 3: Interpersonal Communication
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Sample Questions
Q1) Compare and contrast the informational,evaluative and conversational approaches to listening
Answer: no Answer
Q2) If in doubt about the intended message,listeners should check the meaning of nonverbal messages.
A)True
B)False
Answer: True
Q3) The nonverbal message can contradict the verbal components.
A)True
B)False
Answer: True
Q4) According to studies identified by DeVito 2001,in everyday communication events listening occupies approximately
A)25% of an individual's time
B)50% of an individual's time
C)75% of an individual's time
D)90% of an individual's time
Answer: B
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Chapter 4: Emotional Intelligence: Managing Self and Relationships
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Sample Questions
Q1) Effective self-disclosure is reliant on
A)revealing intimate details
B)being assertive about feelings and reactions
C)finding the right time to reveal information
D)high self-esteem and acceptance of self
Q2) Our skill in communicating and interacting with others makes an important contribution to our self-concept,and vice versa.
A)True
B)False
Q3) According to theories about emotional intelligence,the success of a business organisation depends largely on
A)the level of emotional intelligence amongst customers
B)the success of employees
C)the behaviour of the employees
D)individuals' communication skills
Q4) All individuals have a specific view of themselves.
A)True
B)False
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Q5) How can people become more self-aware and develop a more positive self-concept?
Chapter 5: Negotiation and Conflict Management
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Sample Questions
Q1) Mediation primarily takes place in institutionalised settings.
A)True
B)False
Q2) Why is reframing effective in managing conflict?
Q3) Someone who holds power because they are admired has
A)coercive power
B)referent power
C)expert power
D)legitimate power
Q4) How do organisations get the job done by using power appropriately?
A)By using legitimate power over employees
B)By using power to control information flow
C)By delegating power to people
D)By using power to control others
Q5) In an extreme case,what could result from the win-lose and the lose-win styles of negotiation?
A)A win-win situation
B)A deadlock
C)The dissatisfaction of both parties
D)Mutual satisfaction
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Chapter 6: Intercultural Communication
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Sample Questions
Q1) The natural linguistic tendency to organise phenomena into meaningful categories can generate
A)perceptions
B)pride
C)stereotypes
D)experience
Q2) Intercultural communication barriers arise when either party demonstrates cultural relativism.
A)True
B)False
Q3) The process of adapting to a new culture can be difficult because of
A)focusing on similarities in social norms between the two cultures
B)focusing on differences as strengths rather than adopting an unbalanced view
C)acculturation
D)conflicting social norms and attempts to retain previous culture
Q4) What is left unsaid and only inferred is always less significant than what is said.
A)True
B)False
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Chapter 7: Communication Across the Organisation
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Sample Questions
Q1) 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
Q2) In which way is the culture of an organisation communicated and reinforced?
A)By unique terms and ways of using words
B)Through stories,material symbols,language and rituals
C)Through the history of the organisation
D)By attending the training classes of an organisation
Q3) Centralisation in organisations refers to
A)the appropriate balance between laissez faire and rigidity
B)the focusing of control;whether a flat or tall organisational structure exists
C)physical or virtual location
D)where the major decisions are made
Q4) Decision making is usually highly centralised with decisions requiring the approval of senior management.
A)True
B)False
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Chapter 8: Leadership
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Sample Questions
Q1) Formal mentoring
A)often emerges from relationships that form within the workplace
B)has flexible,open schedules
C)defines goals and has a mentoring action plan
D)all of the above
Q2) What are the criteria for effective leaders? They have
A)skills to support and motivate people to achieve organisational goals
B)the ability to interact with others
C)the ability to organise and plan work activities
D)the ability to manage their family life and work
Q3) The focus of the person being coached throughout the coaching process is on A)solutions in terms of what is happening now,what is required in the future and how to achieve it
B)gaining a broader view of their work
C)gaining effective interpersonal skills
D)gaining a promotion
Q4) What is the Situational Leadership Model about? Discuss the key situational influences in this model and explain the relationships among them with examples.
Q5) What is the link between emotional intelligence and authentic leadership?
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Chapter 9: Team and Work Group Communication
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Sample Questions
Q1) What is not a key to identifying a team?
A)Whether members are operating within a charter
B)Whether members see themselves as having specified roles
C)Whether members strive to be better than their fellow members
D)Whether members see the team as accountable for achieving specified organisational goals
Q2) 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?
Q3) According to Lipman-Blumen et al 1999,what do today's organisations need?
A)More teams
B)More impassioned managers
C)More 'hot' groups
D)More successful organisations
Q4) Each member brings interpersonal concerns to the group and these concerns become part of the group process as the social needs of individual members emerge.
A)True
B)False
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11
Chapter 10: Effective Meetings: Face-To-Face and Virtual
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Sample Questions
Q1) The casting vote at formal meetings may be the verbal 'Aye' or 'No',a show of hands,a division or a secret vote.
A)True
B)False
Q2) Communication barriers in virtual meetings are caused primarily by poor verbal skills.
A)True
B)False
Q3) Some effects of unproductive meetings are that
A)more meetings are needed to achieve objectives
B)fewer meetings are scheduled in future
C)staff are defensive and inefficient
D)information generated leads to formation of new objectives
Q4) Who has the most important role in a meeting?
A)Members
B)Secretary
C)Agenda
D)Chairperson
Q5) Describe the difference between formal and informal virtual meetings.Discuss the advantages and disadvantages of each.
Page 12
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Chapter 11: Customer Service
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Sample Questions
Q1) The use of effective communication skills in customer service and public relations is critical because
A)such skills are 'best practice' and required in a global trading environment
B)they allow the real needs of the customers to be addressed
C)customers expect special treatment
D)the organisation pays for staff to have such skills
Q2) According to Harrison 2001,customers often
A)do not take the time to complain about unmet expectations
B)need more time to complain
C)ask for more service than can reasonably be expected
D)all of the above
Q3) What is the role of research in managing customer experience? List the ways in which customer satisfaction might be measured and discuss the advantages and disadvantages of each.
Q4) An organisation that builds lifetime customer value also builds competitive advantage.
A)True
B)False
Q5) How would you manage customer complaints and difficult situations?
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Chapter 12: Public Relations
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71 Flashcards
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Sample Questions
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) Which of the following is not a planning step in a public relations program?
A)Research
B)Identify the communication channel
C)Create a timeline
D)Book advertising
Q3) Discuss the differences between the four models of communication.For each model,describe a public relations situation in which the model would be most appropriate.
Q4) Running an event specifically designed to attract media coverage is an example of using which public relations model?
A)Press Agentry\Publicity Model
B)Public Information Model
C)Two-way Asymmetrical Model
D)Two-way Symmetrical Model
Q5) Describe the steps in the strategic management of public relations issues.
Page 14
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Chapter 13: Knowledge Management and Decision Making
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Sample Questions
Q1) The social structure in a community of practice
A)is focused on benefits to the community
B)builds relationships and encourages collective learning
C)affects its ability to achieve the common goal of the community
D)can lead to 'groupthink'
Q2) The organisation allows individuals to apply knowledge-management practices to themselves,their role in the organisation and their career development.
A)True
B)False
Q3) Knowledge resides in and is generated by people.Therefore,knowledge management
A)does not require additional training
B)is about providing appropriate environment,motivation and role models
C)predominantly involves people management
D)predominantly involves the management of processes
Q4) What is the role of managers and leaders in relation to knowledge management?
Q5) In case-based reasoning,knowledge about past experiences is used to solve a current problem.
A)True
B)False
15
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Chapter 14: Researching and Processing Information
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Sample Questions
Q1) Notations may be placed
A)within the text and in the reference list
B)within the text,as footnotes and as endnotes
C)in the references and the bibliography
D)in the bibliography only
Q2) In a literature review,you research
A)primary information
B)information in a book or a journal
C)secondary and tertiary sources of information
D)none of the above
Q3) Which of the following DO NOT provide secondary source material?
A)Search engines
B)Web directories
C)Emails
D)Databases
Q4) Before writing a document,researchers need to
A)formally study the topic
B)learn how to use web-based research tools
C)identify the document's purpose and present it in a way that suits the context
D)consider the secondary audience
Page 16
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Chapter 15: Conducting Surveys and Questionnaires
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Sample Questions
Q1) Sensitive questions should be placed at the end of the survey.
A)True
B)False
Q2) Bias in sampling can be avoided if
A)the sampling is random
B)the questions are objective
C)the researchers consider the data collection carefully
D)the sampling is stratified
Q3) A stratified sample ensures every member of the population has an equal chance of being selected.
A)True
B)False
Q4) What are the steps a researcher needs to go through to establish the goals of the survey?
Q5) A respondent who answers questions based on their responses to earlier questions in a survey is conforming to which theory?
A)Self-validity
B)Primacy
C)Recency
D)Reliability
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Chapter 16: Critical Thinking,Argument,logic and Persuasion
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Sample Questions
Q1) Which activity would usually NOT require critical thinking?
A)Identifying problems and solutions
B)Listing second-hand information
C)Relating theory to practice
D)Making comparisons and contrasts
Q2) Critical thinking has a variety of definitions.
A)True
B)False
Q3) The criteria for evaluating an argument include: logical soundness of the argument and its consistency with other knowledge.
A)True
B)False
Q4) A proposition is a claim upon which an argument is based or from which a conclusion is drawn.
A)True
B)False
Q5) A conclusion is the claim being made by the evidence.
A)True
B)False
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Chapter 17: Communicating Through Visuals
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Sample Questions
Q1) Drawings tend to over-simplify real-life situations and confuse the reader with too much detail.
A)True
B)False
Q2) Making one object distinguishable from another is best achieved using the principle of
A)alignment
B)contrast
C)proximity
D)repetition
Q3) Ethical practice is necessary when using graphics because they can
A)offend the audience
B)have an emotional impact
C)reveal confidential data
D)include unverified information
Q4) Discuss issues associated with the accurate and ethical representation of data in visual form.What are some of the potential problems a communicator can face when using graphics?
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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Sample Questions
Q1) Outline three strategies for reducing stage fright.
Q2) Experienced speakers prefer to choose some of their words as prompts during the oral presentation in order to
A)draw the attention of the audience
B)increase spontaneity
C)internalise the speech
D)strengthen the theme
Q3) A good way to develop rapport with an audience in a presentation is to A)tell them that they have made a wise decision to attend the presentation
B)tell a story,add inclusive humour or use appropriate self-deprecation
C)commend them on their evident good commonsense and commitment
D)tell a few jokes about what happened on the way to the current venue
Q4) The technique of asking 'what do the rest of you think' is often used to deal with digressers from the topic during questions.
A)True
B)False
Q5) A memorised speech is suited to short talks and is learnt and recalled.
A)True
B)False
Q6) Discuss the role of storytelling in effective delivery of oral presentations. Page 20
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Chapter 19: Writing for the Professions
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Sample Questions
Q1) A compound sentence has two main clauses and one needs to be attached to the other.
A)True
B)False
Q2) Plain English is the best way to ensure that your managers,staff,suppliers,customers and the wider public understand.In business terms,this is
A)efficiency
B)effectiveness
C)equity
D)none of the above
Q3) The main purpose in any work-based writing task is to
A)engage the reader and,if required,act
B)educate,elucidate and entertain
C)get the message across
D)present the message in a convincing way
Q4) A cliché is
A)a spoonerism
B)an allegory
C)an overworked expression that has lost its original impact
D)a metaphor
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Chapter 20: Writing Correspondence,Emails and Short Reports
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Sample Questions
Q1) A formal email that accompanies or delivers information,such as a report,is
A)an Instruction email
B)a Transmittal email
C)an Authorisation email
D)a Request email
Q2) The appropriate tone in a business letter displays courtesy towards the reader and confidence in the correspondence.
A)True
B)False
Q3) Short reports usually start with introductory material rather than a purpose statement because the receivers are usually aware of the subject matter.
A)True
B)False
Q4) The purpose of the AIDA formula in the order of information is
A)to catch the attention and interest of the reader and their desire and willingness to take action
B)to help readers' understanding and draw their attention to the writer
C)to inform the reader and request data from them
D)to appeal to the reader's values and create desire for a product or a service
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Chapter 21: Writing Long Reports
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Sample Questions
Q1) A reference list contains all the sources of information referred to in the report and recommended readings.
A)True
B)False
Q2) Graphics should be placed in an appendix when they
A)do not add meaning to the findings of the report
B)do not make the writing inviting
C)reflect the authors' reasoning
D)detract from the argument or interfere with the logical progression of ideas
Q3) 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
Q4) A new page should be used for the list of tables if a large number have been included.
A)True
B)False
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Chapter 22: Writing for the Web
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Sample Questions
Q1) Narrative writing is inappropriate for web writing because
A)readers expect to read informational rather than narrative driven text
B)this type of writing is too brief to effectively engage the reader
C)readers are typically looking for general information on a range of topics
D)it typically uses long sentences and is verbose
Q2) Print formats don't work well on the web because
A)readers prefer to scan information and move between pages when reviewing web-based information
B)readers don't like to scroll through text-based pages
C)readers prefer to get an overview of information
D)readers prefer formats which incorporate colourful graphics
Q3) Modern websites need to facilitate two-way communication to be effective.
A)True
B)False
Q4) Features of scannable text include
A)short words and sentences
B)a structured layout
C)lots of headings
D)few headings
Q5) Why is using the inverted pyramid appropriate for web writing?
Page 25
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Chapter 23: Writing Reflective Journals
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Sample Questions
Q1) Entries in reflective journals should limit themselves to academic evidence.
A)True
B)False
Q2) Reflection is about more than simply answering questions about your behaviour and practise.
A)True
B)False
Q3) Critical reflection requires
A)consultation,analysis and feedback
B)observation,questioning and relating
C)questioning,consultation and feedback
D)writing,thinking and consulting
Q4) You will become more selective in your entries with experience.
A)True
B)False
Q5) Identify and discuss the key differences between academic and professional reflective journals.
Q6) You do not normally share a reflective journal.
A)True
B)False
Page 26
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Chapter 24: Academic Writing
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Sample Questions
Q1) A common structure that works well in academic writing is
A)a three paragraph structure
B)a four paragraph structure
C)a five paragraph structure
D)a six paragraph structure
Q2) Academic argument involves
A)writing on an issue about which you disagree
B)writing on an issue about which you agree
C)writing a series of connected ideas that lead from thesis statement to conclusion
D)writing a series of connected ideas that are controversial
Q3) Which of the following is a technique for sound reasoning?
A)Distinguish between facts,opinions,beliefs and prejudice
B)Form subjective opinions and avoid exaggeration
C)Present advantages and avoid disadvantages and check statistics
D)Support your main ideas with statistics
Q4) Plagiarism is using the ideas or words of another and passing them off as one's own.
A)True
B)False
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Chapter 25: The Job Search, Résumés and Interviews
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Sample Questions
Q1) Discuss the different ways of finding a position in the employment market? Which way do you prefer? Why?
Q2) A good approach for any jobseeker is to say
A)'If I have the knowledge,skills and attitude,employers will seek me out'
B)'Nothing comes to one who waits,it's later than you think'
C)'Nothing ventured,nothing gained.Seize the day'
D)'I am a business of one.I need to market myself to prospective employers'
Q3) What are the differences between the chronological,functional and targeted résumés? Describe the contents of each broad section of a résumé.Explain the main advantages of each type of résumé.
Q4) What will you need to use as keywords for an electronic or keyword résumé to allow search engines to hit your résumé?
A)Power-action words
B)Stand-alone nouns
C)Expanded noun groups
D)Metaphors and similes
Q5) Compare the advantages and disadvantages of written and oral references.
Q6) What are the main services offered on an online recruitment site? What are the advantages and disadvantages of conducting a job search online?
Page 28
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