Corporate Communication
Exam Answer Key
Course Introduction
Corporate Communication explores the strategies and processes by which organizations interact with internal and external stakeholders to achieve business objectives and maintain a positive reputation. This course examines the role of communication in shaping corporate identity, managing public relations, and navigating crisis situations. Students will gain practical skills in crafting effective messages, developing communication plans, and utilizing digital and traditional media channels. Emphasis is placed on ethical considerations, intercultural communication, and the importance of aligning communication practices with organizational values and goals.
Recommended Textbook
Business Communication Developing Leaders for a Networked World 3rd Edition by Peter Cardon
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16 Chapters
1231 Verified Questions
1231 Flashcards
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Page 2
Chapter 1: Establishing Credibility
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Sample Questions
Q1) In the post-trust era
A) businesses are often thought to operate against the public's best interests.
B) the majority of employees have faith in their leaders and colleagues at work.
C) transparency is no longer important in the workplace.
D) stakeholders do not require businesses to be accountable to them.
E) character-based traits play a very small role in establishing credibility.
Answer: A
Q2) What are business ethics? Use details from the text to explain.
Answer: Business ethics are the commonly accepted beliefs and principles in the business community for acceptable behavior.At a minimum,business ethics involve adhering to laws;safeguarding confidential or proprietary information;avoiding conflicts of interest and misusing company assets;and refraining from accepting or providing inappropriate gifts,gratuities,and entertainment.
Q3) The FAIR test is a way to predict how employees will react to a new policy.
A)True
B)False
Answer: False
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Chapter 2: Interpersonal Communication and Emotional Intelligence
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Sample Questions
Q1) A series of questions that attempt to deconstruct a business issue by moving from general to specific are known as _____ questions.
A) rapport-building
B) funnel
C) probing
D) closed
E) solution-oriented
Answer: B
Q2) Semantic noise refers to interference due to attitudes,ideas,and emotions experienced during an interpersonal interaction.
A)True
B)False
Answer: False
Q3) Probing questions are intended to create bonds between people.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Team Communication and Difficult
Conversations
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Sample Questions
Q1) One significant advantage of virtual meetings is that team members can multitask during them.
A)True
B)False
Answer: False
Q2) A pharmaceutical company has a weekly meeting.Every week,the meeting starts with a story about a research breakthrough.What is the most likely reason for this tradition?
A) to help the employees get to know each other
B) to encourage employees to relate to senior management
C) to establish a conversational tone
D) to teach employees how to work as a team
E) to remind employees of their common sense of purpose
Answer: E
Q3) When producing group writing,it is important to ensure that the writing reflects the views of the group at every stage-gathering information,drafting initial findings,and editing the final document.
A)True
B)False
Answer: True
Page 5
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Chapter 4: Communicating Across Cultures
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Sample Questions
Q1) Which of the following is true of a co-culture?
A) Co-culture involves the belief that your own culture is superior.
B) Co-culture is a combination of elements from different cultures.
C) People with judger mind-sets find it easier to develop co-cultures.
D) Co-cultures deemphasize the differences that exist between cultures.
E) People who are low in cultural intelligence usually develop co-cultures.
Q2) Which of the following people is most likely from a culture that is low in uncertainty avoidance?
A) McKenna hates ambiguous situations and often demands clarification.
B) Ivan wants to have strict and unchangeable work rules.
C) Kelsey constantly tries to make the workroom more orderly and organized.
D) Brian complains whenever a change is proposed.
E) Erin proceeds to implement a deal after a verbal agreement has been reached.
Q3) Using slang can help you connect with business partners who have limited English proficiency.
A)True
B)False
Q4) In less-assertive cultures,people are uncomfortable with silence.
A)True
B)False
Page 6
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Chapter 5: Creating Effective Business Messages
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Sample Questions
Q1) Describe the deductive approach of setting up business messages.Give a specific example.
Q2) For the past few months,Capital Carpets has experienced high employee turnover.After investigating,human resource manager Kareem discovered that most employees are unhappy with their salaries and therefore unmotivated to work.Kareem plans to craft a message using the deductive,or direct,approach.How should he structure it?
A) start with a call to action;lay out the supporting reasons;conclude with the primary message
B) state the primary message;lay out supporting reasons;conclude with a call to action
C) lay out the supporting reasons in careful order;state the primary message
D) state the primary message;give the call to action;lay out the supporting reasons
E) start with a call to action;state the primary message;lay out the supporting reasons
Q3) List three techniques that can be used to ensure that a business message is positive.
Q4) Explain what mixed signals are,and discuss the consequences of sending mixed signals in business messages.
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Page 7
Chapter 6: Improving Readability With Style and Design
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Sample Questions
Q1) Documents with a lot of text and not much white space look daunting or cluttered.
A)True
B)False
Q2) Raj tends to generalize in his writing because he believes that makes his writing easy for most people to understand.What is the likely effect of his generalizations on his readers?
A) They may doubt his competence on the subject he is writing about.
B) They are more likely to read the message carefully.
C) They will be pleased that they can find the information they need quickly.
D) They will be assured that Raj is not hiding unpleasant facts.
E) They will focus their attention on Raj's primary message.
Q3) Which of the following is most likely to help you write concisely?
A) using longer sentences
B) avoiding redundancy
C) using more prepositional phrases
D) avoiding the active voice
E) using buzzwords
Q4) Discuss how to proofread a business document.
Q5) Describe the significance of using white space in a business document.
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Chapter 7: E-Mail and Other Traditional Tools for Business Communication
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Sample Questions
Q1) When initiating a business call,it is important to open with the most important issue to be discussed.
A)True
B)False
Q2) One possible negative effect of texting and other forms of instant messaging is that
A) the brevity of messages can make them sound bossy.
B) instant messaging is an inherently serious channel.
C) instant messages cannot convey meta messages.
D) the format of instant messages is not good for positive news.
E) instant messages do not work for group conversations.
Q3) Fatima's boss sends her an IM for the first time.She is worried about how to respond.Which of the following is the best advice for Fatima?
A) Emoticons are a good way to break the ice in business situations.
B) Nonstandard language is inappropriate for office communications.
C) Take cues from your correspondent's messaging style.
D) Be courteous by copying all team members on discussions.
E) IM style does not affect professional reputation.
Q4) How can you avoid technology problems when participating in a video call?
Page 9
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Chapter 8: Social Media for Business Communication
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Sample Questions
Q1) User 1.0 is most likely to
A) actively create and share content online.
B) express opinions and even change the content presented.
C) use email as the main communication tool.
D) customize web pages and content.
E) stay connected online all the time.
Q2) The evolution of the Internet from Web 1.0 to Web 2.0 platforms is the primary driver of the
A) Machine Age.
B) Technological Age.
C) Information Age.
D) Social Age.
E) Industrial Age.
Q3) Social media tools
A) have little to do with developing a personal brand.
B) make it tough to damage your online reputation.
C) make developing a personal brand very easy.
D) are used only by business professionals.
E) are used only by younger people.
Q4) What should a complete professional profile on social media include?
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Chapter 9: Routine Business Messages
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Sample Questions
Q1) Which of the following is true about developing routine messages?
A) Routine messages have very few purposes.
B) Routine messages do not need to be planned.
C) Routine messages have little effect on credibility.
D) Routine messages need to be reviewed.
E) Routine messages are rare in business.
Q2) Which of the following will help guarantee that your information is accurate and reliable?
A) using short sentences
B) including links
C) using special formatting,such as bullets
D) applying the FAIR test
E) front-loading your message
Q3) Updates to policies and procedures,notices of events,and other correspondences that apply to a group of employees and/or customers are called
A) announcements.
B) claims.
C) directions.
D) requests.
E) inquiries.
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Chapter 10: Persuasive Messages
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Sample Questions
Q1) Which of the following principles is based on the idea that once people make an explicit commitment,they tend to follow through and honor that commitment?
A) reciprocation
B) liking
C) authority
D) consistency
E) social proof
Q2) Mona writes a message to persuade customers that eating her company's new yogurt will make them healthier.She chooses to make her message indirect and implicit.Mona has chosen a common approach for such a message.
A)True
B)False
Q3) The first task of most persuasive messages is to
A) express gratitude to the readers.
B) gain the attention of the readers.
C) provide a strong rationale.
D) establish that a problem exists.
E) appreciate the readers' views.
Q4) What are the benefits and drawbacks of mass sales messages?
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Chapter 11: Bad-News Messages
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Sample Questions
Q1) What is meant by the mum effect? How does it affect businesses?
Q2) Takumi has to tell David that his attitude and mannerisms have offended some customers.He also must inform David that he is on probation for six weeks and will be fired if his behavior does not improve.Takumi should deliver this message in a(n)
A) email.
B) phone call.
C) video call.
D) personal meeting.
E) memo.
Q3) Which of the following should be avoided when conveying bad news to customers?
A) neutral language
B) passive verbs
C) teaser messages
D) a buffer statement
E) an accusatory tone
Q4) When bad-news message recipients know you are concerned about them,they generally respond without antagonism and even appreciate your honesty.
A)True
B)False
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Chapter 12: Research and Business Proposals and Planning for Business Proposals
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Sample Questions
Q1) Maxim Industries has a very specific business problem related to the unique characteristics of its workforce.To obtain the necessary data to analyze this problem,the company should do primary research.
A)True
B)False
Q2) Which of the following is a disadvantage of conducting primary research into a business problem?
A) It may not be pertinent to a business's particular problem.
B) It is less reliable than secondary research.
C) It cannot make use of open-ended questions.
D) It is more time consuming than secondary research.
E) It cannot be influenced by preexisting opinions.
Q3) To ensure that the bar charts are formatted effectively,the bars should be about ______ the width of the space in between bars.
A) half
B) equal
C) twice
D) three times
E) four times
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Chapter 13: Completing Business Proposals and Business Reports
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Sample Questions
Q1) Tsitsi has been tasked to write a progress report for her marketing agency's largest account.What component will she include that she would not typically show up in other business reports?
A) an executive summary
B) an introduction
C) business objectives
D) headings
E) accomplishments
Q2) What have you learned in this chapter about the importance of precision in thinking? Explain how to convey excellent thinking in report writing.
Q3) How do business reports vary from routine business correspondence?
Q4) APA and MLA are types of
A) indices.
B) tone choices.
C) documentation systems.
D) bibliographies.
E) research guidelines.
Q5) How can you avoid plagiarism on a documentwide level?
Q6) What are common elements of business proposals?
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Chapter 14: Planning Presentations
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Sample Questions
Q1) Ellis gives a presentation to propose that his company,Ingenius Inc. ,eliminate its traditional departments and replace them with flexible teams that will allow employees to move from project to project as needed.He decides to use the PREP method of justifying this position.Which of the following is an example of the second step in the method?
A) He describes another company in their industry that has benefited from using the system he is urging Ingenius to adopt.
B) He cites two studies that analyze the positive effects that adopting the flexible team system has on productivity.
C) He closes by reiterating his position and summarizing the benefits he thinks Ingenius,Inc.will gain from adopting a flexible team system.
D) He explains that,with the current structure,employees in one department may be underutilized while other departments are overtaxed.
E) He clearly states that he favors a reorganization that eliminates departments in favor of flexible teams.
Q2) Briefly describe how to present to people with the various motivational value systems.
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Page 16
Chapter 15: Delivering Presentations
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Sample Questions
Q1) A speaker who allows a question-and-answer period takes a risk,as audience members may ask difficult questions.
A)True
B)False
Q2) Which of the following professionals is making effective use of slides during a presentation?
A) Martha starts her presentation with a slide of a chart rather than with opening remarks.
B) Amy stares at her slides and reads them word for word to the audience.
C) Colin stands in front of the slide projection and talks about the content.
D) Roger uses animated effects every time he switches from one slide to another to jazz up the presentation.
E) Juan displays a blank screen whenever he speaks for lengthy periods without referencing his slides.
Q3) Having presence means commanding attention,garnering respect for your ideas,engaging your listeners,and even inspiring your audiences to action.
A)True
B)False
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Chapter 16: Employment Communication
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Sample Questions
Q1) Jorge's job application has a cover letter and résumé.The cover letter has three paragraphs targeted to the job he is applying for.The résumé has a name block,a list of work experience,a list of professional associations and licensure,and a list of personal references.What necessary component has Jorge forgotten to include?
A) family information
B) demographic details
C) educational background
D) information about high-school
E) an objectives statement
Q2) To demonstrate how interested you are in a position and company,you should use showy language and exaggeration in your cover letter to stand out from other applicants.
A)True
B)False
Q3) The best way to help recruiters grasp your abilities is to put long lists of skills in your résumé.
A)True
B)False
Q4) Discuss the etiquette for following up after job interviews.
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