Corporate Communication Exam Review
Course Introduction
Corporate Communication explores the strategies and practices organizations use to manage internal and external communications effectively. This course covers key topics such as organizational identity, branding, public relations, crisis communication, corporate social responsibility, and stakeholder engagement. Students will analyze real-world cases and develop practical communication skills to craft clear, consistent messages that support organizational objectives and reputation. Through lectures, discussions, and projects, the course prepares students to navigate complex communication challenges in todays dynamic business environment.
Recommended Textbook
BCOM7 7th Edition by Carol M. Lehman
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Chapter 1: Establishing a Framework for Business Communication
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Q1) _____ describes interactions between units within an organization on the same hierarchical level.
A)Horizontal communication
B)Upward communication
C)Downward communication
D)External communication
Answer: A
Q2) Which of the following is an advantage of virtual teams?
A)Competent team members
B)Increased productivity
C)Greater access to various communication media
D)Increased communication effectiveness
Answer: B
Q3) Grouping employees into a team structure guarantees that employees will automatically function as a team.
A)True
B)False
Answer: False
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Chapter 2: Focusing on Interpersonal and Group Communication
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Q1) Many bad listening habits develop simply becausethe speed of spoken messages is much faster than ourability to receive and process them.
A)True
B)False
Answer: False
Q2) In a group, which of the following activities is assumed by the one who takes on the role of a reporter?
A)Preparing material for submission
B)Maintaining records of events and activities
C)Making sure everyone gets to talk and be heard
D)Keeping tensions low
Answer: A
Q3) In the _____ stage of team development, team membersdeal with conflicting personalities, goals, and ideas.
A)airheading
B)digressing
C)storming
D)detracting
Answer: C
Page 4
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Chapter 3: Planning and Decision Making
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Q1) Which of the following dimensions of context refers to the ways time influences interactions?
A)The chronological context
B)The social context
C)The cultural context
D)The physical context
Answer: A
Q2) _____ is the part of the communication process thatinvolves how we look at others and the world around us.
A)Outlining
B)Perception
C)Coherence
D)Slander
Answer: B
Q3) Perception is limited by previous experiences and attitudes toward the sender of the message.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Preparing Written Messsages
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Q1) Business communicators normally use passive voice moreheavily than active voice because passive voice conveysideas more vividly.
A)True
B)False
Q2) Discuss the techniques to be followed to communicate concisely in a document.
Q3) The Fog Indexand the Flesch-Kincaid Grade Level calculator consider the length of sentences and the difficultyof words to produce the approximate grade levelat which a person must read in order to understand thematerial.
A)True
B)False
Q4) Why is it necessary to avoid discriminatory language List the guidelines that will help a writer avoid bias in a document.
Q5) Graphs in a document:
A)organize large amounts of specific numeric data and facilitate analysis.
B)direct a receiver from one section of the document to another.
C)visually depict relationships within the data.
D)provide specific information rather than quick estimates.
Q6) Explain the value of using the reading level feature when processing a word document.
Page 6
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Chapter 5: Communicating Electronically
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Q1) Corrective Email to Staff
Analyze the following email message for content, formatting, and email practices. Revise the message.It has come to my attention that some of you apparently do not have enough work to keep yourselves busy. In the past six months, since I assumed the position as your boss, I have observed many of you playing computer games, making personal phone calls, and spending far too much time in personal conversations with each other. We have far too much work in this department for all of you to waste time like this.
Effective immediately, the following changes will be enforced: 1)No personal use of the computer will be tolerated. 2)No personal phone calls should be made except in case of emergency. 3)Conversations must be limited to break time and lunchtime, in the lunchroom only.
I expect your cooperation. Thank you.
Just a final reminder that we will have a staff meeting tomorrow at 3 p.m.TO:StaffSUBJECT:Changes
Q2) A guideline to prepare effective email messages is to _____.
A)provide a descriptive subject line
B)avoid restating the subject in the body of the message
C)focus on multiple topics in a single message
D)avoid using graphic highlighting in the content
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Page 7
Chapter 6: Delivering Good- and Neutral-News Messages
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Q1) Customer Requests Information for Returning a Product
The customer service department of Software Solutions received a letter from Samuel Muhler stating that he placed an order for the AccTabs accounting software and instead received a software package entitled ThirdWave. He would like to receive a UPS account number to use when returning the product so that he will not have to pay the shipping, as well as instructions for packaging and labeling the returned product.Required: Write an e-mail message as the customer service manager of Software Solutions responding to Mr. Muhler's requests. Include an appropriate subject line and message body in your solution.
Q2) A procedural message is most effective when:
A)all the numbers that indicate the order of the steps are removed.
B)mind maps are created for simple procedures.
C)located errors are left uncorrected.
D)each step begins with an action statement.
Q3) The Equal Credit Opportunity Act requires that a credit applicant be notified of a credit decision within 10 days of receipt of the request or application.
A)True
B)False
Q4) Discuss form messages that are used for routine responses.
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Chapter 7: Delivering Bad-News Messages
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Q1) The Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, religion, sex, national origin, age, and marital status.
A)True
B)False
Q2) When writing a message offering constructive criticism, one's primary consideration should be to _____.
A)identify who made the error
B)offer input that could benefit others
C)get even for the mistake that was made
D)receive recognition for pointing out the error
Q3) The best reason to give the receiver for a refusal is "company policy" because it requires no further explanation.
A)True
B)False
Q4) Under which circumstances can the inductive approach to writing a bad-news message be disregarded?
Q5) Summarize the guidelines for breaking bad news to employees and the public.
Q6) Identify the steps in a company's plan of action for a crisis.
9
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Chapter 8: Delivering Persuasive Messages
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Q1) Which of the following is the suggested four-step sequence for an inductive outline?
A)Mention the product or service; get the reader's attention; present evidence of quality; and encourage action.
B)Mention the product, service, or idea; get the reader's attention; ask for action; and present documentable evidence of claims.
C)Get the reader's attention; introduce the product, service, or idea; present valid evidence of claims; and ask for action.
D)State the reason for writing; mention the product or service; present evidence regarding the claims made; and ask for action.
Q2) Describe the objectives that the final paragraph of a sales message must achieve.
Q3) Which of the following is a feature of persuasive communication?
A)It is only applicable to verbal communication.
B)It is an attempt to trap someone into taking action favorable to the communicator.
C)It involves an honest presentation of information.
D)It always utilizes the hard sell technique.
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Chapter 9: Understanding the Report Process and Research Methods
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Q1) When interpreting data, it is good for the researcher to assume the constancy of human behavior.
A)True
B)False
Q2) Many researchers prefer to state hypotheses in the null form because:
A)it favors a single possibility or outcome.
B)it is easier to describe than a regular hypothesis.
C)it is not prejudiced towards a particular answer.
D)it is almost always proved correct during experiments.
Q3) Feasibility Report for New OfficeHasley's, a retail chain based in the Midwest, has offices in several locations throughout the U.S. Due to expanding markets, the company is researching the need to open a new location in the Southwest. You are a member of a team asked to write a report on the feasibility of an office at this new location. The team must define the scope of the report and develop a statement of purpose.Required:Identify five questions that need answering to help the team limit the scope of this report. Provide an answer to each question and write a Statement of Purpose for the report.
Q4) Explain the benefits of conducting secondary research.
Q6) List the suggestions for developing an effective questionnaire. Page 11
Q5) Differentiate between periodic reports and functional reports.
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Chapter 10: Managing Data and Using Graphics
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Q1) When interpreting and analyzing a graphic presented within the text,
A)restate what the graphic obviously shows to facilitate a deeper level understanding.
B)emphasize the main point with a summary, comparisons to other sources, and speculations on outcomes.
C)include extra graphics in order to reiterate what the main graphic states.
D)list all the statistics already presented in the text emphasizing their importance.
Q2) Incorporating Graphics in TextThe following are poor examples of an introduction to a graphic. Rewrite each of these sentences to introduce the graphic based on the effective pattern for incorporating graphics in text. Provide any additional information that may be needed.
Q3) Which of the following is an acceptable guideline for the effective use of graphics?
A)Use graphics for data that are easily communicated in words.
B)Incorporate a wide selection of typefaces and colors.
C)Use graphics to contribute to the understanding of the idea.
D)Stick to descriptive titles for graphics.
Q4) Explain the advantages of common language.
Q5) List the general guidelines for constructing pie charts.
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Page 13
Chapter 11: Organizing and Preparing Reports and Proposals
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Q1) What is research credibility
How can you enhance your credibility as a researcher?
Q2) The proposal written by a manager to introduce changes in a company is called a(n) _____.
A)solicited proposal
B)unsolicited proposal
C)external proposal
D)internal proposal
Q3) Identify a method to improve transition in a formal report.
A)Use tabulations and enumerations.
B)Use active voice.
C)Avoid first-person pronouns.
D)Avoid using tense consistently.
Q4) Which of the following best describes a justification report?
A)A report designed to solve a specific problem or answer research questions.
B)A report that includes only the minimum supporting materials to achieve effective communication.
C)A report that outlines comparative information clearly to the reader.
D)A report that meets the demand for numerous, repetitive reports.
Q5) Discuss the guidelines for preparing a proposal.
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Chapter 12: Designing and Delivering Business
Presentations
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Q1) Using empathy, a presenter can effectively focus on thelistener as an individual ratherthan a stereotype of a specific culture.
A)True
B)False
Q2) Identify the first step in the process for planning, preparing, and rehearsing presentations.
A)Organize the message to be delivered
B)Envision the audience
C)Consider the applicable contextual forces
D)Prepare visual aids
Q3) Regina runs into her supervisor in the hallway and updates him on a current project on his request. Such a briefing is a type of oral briefing.
A)True
B)False
Q4) Aneffective handout can help audience members rememberyour message.
A)True
B)False
Q5) What are the possible mistakes a speaker could make in using presentation visuals?
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Chapter 13: Preparing Resumes and Application Messages
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Q1) Which of the followingrésumésis becomingthe preferred choice as fear of computer virusesand daily email overload prevent employers fromopening attachments?
A)Inline résumé
B)Text résumé
C)Scannable résumé
D)Beamable résumé
Q2) Which of the following specialize inplacing a candidate in a position on a temporary basis until theyfind a full-time job?
A)Printed sources
B)Career service centers
C)Employment contractors
D)Professional organizations
Q3) The job search process begins with identifying a job listing using electronic sources. A)True
B)False
Q4) List five sources for finding prospective employers. Give one advantage and one disadvantage of each source.
Q5) Discuss in detail the steps involved in the research phase of a job search.
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Chapter 14: Interviewing for a Job and Preparing Employment Messages
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Q1) Questionsdesigned to understand whyan interviewee wants to work for a particular organization are known as _____.
A)technical interview questions
B)behavioral questions
C)standard interview questions
D)competency questions
Q2) Discuss in detail how you would prepare for a virtual interview.
Q3) Increasingly, companies are designing employment formsas mechanisms for acquiring information abouta candidate that often is not included in the résumé.
A)True
B)False
Q4) Why is a resignation message not an appropriate instrument for telling managers how a business should be operated?
Q5) A virtual interview, whenever possible, is mostappropriate for the finalinterview. A)True
B)False
Q6) Why is it essential to ask pertinent questions to an interviewer What kind of questions should aninterviewee avoid asking aninterviewer?
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