Corporate Communication
Final Exam Questions
Course Introduction
Corporate Communication explores the strategies and processes organizations use to manage information, build their brand identity, and maintain effective relationships with internal and external stakeholders. The course covers key topics such as organizational culture, reputation management, crisis communication, media relations, and the role of digital platforms in modern corporate messaging. Students will examine real-world case studies, develop written and oral communication skills tailored to professional audiences, and learn how to align communication efforts with organizational goals in diverse and dynamic business environments.
Recommended Textbook
Business Communication Process and Product 7th Edition by Mary Ellen Guffey Dana Loewy
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16 Chapters
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Page 2
Chapter 1: Effective and Ethical Communication at Work
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Sample Questions
Q1) Diverse workforces are not able to respond as effectively as homogeneous workforces to changes in local markets.
A)True
B)False
Answer: False
Q2) Flattened management hierarchies allow companies to react more quickly to market changes.
A)True
B)False
Answer: True
Q3) The process of communication is successful only when
A) the fastest communication channel is used.
B) the sender pronounces all words perfectly.
C) positive feedback is given.
D) the receiver understands an idea as the sender intended it.
Answer: D
Q4) The person with whom the message originates is known as the ____________________.
Answer: sender
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Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal,
and Etiquette Skills
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Sample Questions
Q1) Listening on the job is more challenging than listening in a college classroom.
A)True
B)False
Answer: True
Q2) Select the most accurate statement about eye contact.
A) Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes.
B) Nonverbal cues, including eye contact, have identical meanings in most cultures.
C) Sustained eye contact signifies fear or stress.
D) Eye contact cannot be learned; it's an innate trait.
Answer: A
Q3) Avoid taking notes during a presentation or lecture because doing so can cause you to miss something.
A)True
B)False
Answer: False
Q4) Rephrasing and summarizing a speaker's message in your own words is called
Answer: paraphrasing
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Chapter 3: Intercultural Communication
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Sample Questions
Q1) The ____________________ Corrupt Practices Act of 1977 prohibits payments to foreign officials for the purpose of obtaining or retaining business.
Answer: Foreign
Q2) Customers prefer to deal with companies with diverse employees who respect customers' values and reflect the diverse makeup of these customers.
A)True
B)False
Answer: True
Q3) Nonverbal behavior, such as using the "thumbs up" hand gesture, conveys the same meaning in all cultures.
A)True
B)False
Answer: False
Q4) According to Transparency International, the United States is the least corruptible country in the world.
A)True
B)False
Answer: False
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Page 5
Chapter 4: Planning Business Messages
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Sample Questions
Q1) So that your needs can better be met in the future, please complete the online survey about your shopping experience is an example of
A) identifying the purpose of your message.
B) emphasizing receiver benefits.
C) emphasizing sender benefits.
D) analyzing the task.
Q2) Giorgio 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.
Q3) Sharon is trying to decide whether to call her boss or to send an e-mail message.Sharon is in the first phase of the writing process.
A)True
B)False
Q4) A secondary purpose of business messages is to promote ____________________ so that you and your organization look good in the eyes of your audience.
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Chapter 5: Organizing and Writing Business Messages
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Sample Questions
Q1) Which of the following is not an advantage of the indirect pattern?
A) Reduces frustration
B) Respects the feelings of the audience
C) Facilitates a fair hearing
D) Minimizes a negative reaction
Q2) With a solid plan and careful planning is a sentence fragment.
A)True
B)False
Q3) To be most effective, paragraphs in business messages should be limited to eight or fewer printed lines.
A)True
B)False
Q4) Describe the two outline formats discussed in your textbook.Explain which format you would use for a business report comparing computer equipment that you will submit to your boss.Why would you choose this format?
Q5) Researching may involve formal or informal methods.List and describe two formal research methods and two informal research methods.
Q6) The second phase of the 3-x-3 writing process includes researching, organizing, and
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) Expert writers agree that a significant amount of time should be spent on the revision phase of the writing process.Describe what takes place during the revision phase of the writing process, and explain why this phase is so important.
Q2) Which of the following sentences best demonstrates clarity?
A) Employees should be notified without delay of next week's gathering.
B) It is imperative that all employees be notified of next week's assembly.
C) It is the duty of all supervisors to inform their subordinates of next week's congregation.
D) Please let your employees know about next Friday's meeting.
Q3) Avoid ____________________ such as each and every and repeat again.
Q4) It is safer to proofread from a printed copy than to proofread on your computer screen.
A)True
B)False
Q5) The best way to evaluate your finished written message is by
A) determining the readability level.
B) running it through a grammar/style checker program.
C) receiving feedback.
D) paying a professional to proofread it for you.
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Chapter 7: Electronic Messages and Digital Media
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Sample Questions
Q1) Instant messages can be exchanged only on computers.
A)True
B)False
Q2) Rachel is resigning from her position as a marketing specialist and would like a permanent record of her official resignation.What is the best communication channel for her to resign and to inform her supervisor of her resignation?
A) Letter
B) E-mail message
C) Instant message
D) Test message
Q3) Action information such as dates and deadlines should be placed in the ____________________ of an e-mail message.
Q4) Companies frequently use Web 2.0 tool-including podcasts or webcasts, blogs, and wikis-for a variety of purposes.Choose one of these tools and describe three ways a company could use it for professional purposes.
Q5) ____________________ networking sites such as Facebook and MySpace allow participants with various interests to connect and collaborate.
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Chapter 8: Positive Messages
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Sample Questions
Q1) Oral messages are usually more expressive and more meaningful to receivers than written goodwill messages.
A)True
B)False
Q2) Straightforward, direct claims are those to which you expect the receiver to agree readily.
A)True
B)False
Q3) Business letters are preferred over e-mail when a permanent record is required, when a message is confidential, when formality is necessary, and when a message requires a persuasive, well-considered presentation.
A)True
B)False
Q4) When replying to a customer's request for information, supply only the answers.Promoting your organization and products might appear to be pushy to the reader.
A)True
B)False
Q5) ____________________ messages describe how to complete a task.
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Chapter 9: Negative Messages
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Sample Questions
Q1) Writing bad-news messages requires less attention to the 3-x-3 writing process than do other types of business messages.
A)True
B)False
Q2) Which is the most effective statement in a letter to a customer denying a claim?
A) If you had followed the instructions, you wouldn't have overheated the battery pack.
B) You can purchase a replacement battery pack at a 20 percent discount.
C) Per company policy, we are unable to replace battery packs that have been damaged due to customer misuse.
D) We apologize, but, unfortunately, we cannot replace your battery pack at this time.
Q3) Many techniques can be used to cushion the bad news.List four of these techniques, and give an original example of each.
Q4) Most job refusal letters
A) are general, simple, and short.
B) give concrete reasons for not hiring the candidate.
C) provide as much information as possible.
D) follow the direct pattern.
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11
Chapter 10: Persuasive and Sales Messages
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Sample Questions
Q1) News (or press)____________________ announce company information such as new products, new facilities, donations, or participation in community projects to the media.
Q2) Instructions or directives moving downward from superiors to subordinates usually require
A) considerable persuasion.
B) little persuasion.
C) logical fallacies.
D) skillful appeals to indirect benefits.
Q3) Exaggerating a point or omitting something crucial when using persuasive techniques is considered unethical behavior.
A)True
B)False
Q4) Which of the following sequences works best for most persuasive messages?
A) Motivate action, gain attention, build interest, request order
B) Gain attention, build interest, reduce resistance, motivate action
C) Build interest, gain attention, motivate action, reduce resistance
D) Gain attention, build interest, motivate action, request order
Q5) The closing paragraph of both persuasive requests and sales messages should motivate ____________________.
12
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Chapter 11: Report and Research Basics
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Sample Questions
Q1) When incorporating a graphic in the body of your report, you should
A) use a good deal of color to improve readability.
B) manipulate the visual to make data look more dramatic.
C) include a reference to the graphic in the text.
D) assume that the reader will draw the same conclusions you did from the set of data.
Q2) Research reports prepared by consultants for their clients tend to be rather formal. A)True B)False
Q3) Sylvia has a great idea for a new fund-raiser for the nonprofit organization for which she works, but she is afraid her boss will be resistant to her idea.Sylvia's report should be written using the ____________________ pattern.
Q4) ____________________ charts show the chain of command, from the boss down to the line managers and employees.
Q5) Documenting data is necessary in academic reports but not in business reports. A)True B)False
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Page 13
Chapter 12: Informal Business Reports
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Sample Questions
Q1) Analytical reports should always be prepared using an indirect organizational pattern.
A)True
B)False
Q2) Determine the mode of the numbers 30, 25, 25, 45, and 70.
A) 195
B) 25
C) 30
D) 39
Q3) A good introductory paragraph for a business report should
A) preview the main points and the order in which they will be developed.
B) tell the purpose of the report.
C) describe the significance of the report topic.
D) All of these choices.
Q4) Use an informal, conversational writing style for most informational reports unless the audience expects a more formal tone.
A)True
B)False
Q5) ____________________ make specific suggestions for actions that can solve the report problem.
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Chapter 13: Proposals, Business Plans, and Formal Business Reports
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Sample Questions
Q1) 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.
Q2) ____________________ are written offers to solve problems, provide services, or sell equipment.
Q3) The actual proposal section of a proposal must
A) describe the credentials and expertise of the project leaders.
B) identify the resources you will use, including computer facilities.
C) tell what you propose to do and how it will benefit the reader.
D) All of these choices.
Q4) The staffing section of an informal proposal may
A) identify the size and qualifications of the support staff.
B) endorse and support your staff.
C) identify resources such as computer facilities that will be used during the project.
D) All of these choices.
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Chapter 14: Business Presentations
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Sample Questions
Q1) If you call someone who is not available, you can avoid telephone ____________________ by asking when it would be best for you to call again.
Q2) A good rule for preparing the text for each slide of your multimedia presentations is to
A) use complete sentences for bulleted items.
B) avoid using visual elements along with your bullet points as this may confuse your listeners.
C) include no more than six bullets per screen and six words per bullet.
D) prepare a visual for every point and thought you want to convey in your presentation.
Q3) The body of a short, 20-minute presentation should focus on
A) at least five to eight main points.
B) one or two main points.
C) two to four main points.
D) up to ten main points.
Q4) Use the ____________________ of your oral presentation to capture listeners' attention and get them involved, to identify yourself and establish your credibility, and to preview your main points.
Q5) Our old computers are dinosaurs is an example of a(n)____________________.
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Chapter 15: The Job Search, Resumes, and Cover Letters
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Sample Questions
Q1) Select the statement that best describes the main heading portion of a résumé.
A) The first line of your résumé should always be the word Résumé.
B) Including a cell phone number will make your résumé look unprofessional; therefore, omit it.
C) If you have a Web site where an e-portfolio can be viewed, include the address in the main heading your résumé.
D) Include your work e-mail address so that you can be contacted more easily.
Q2) The Summary of Qualifications section that lists your most impressive accomplishments and qualifications replaces the Education and Experience sections.
A)True
B)False
Q3) Franav will be graduating soon and wants to use the Web to conduct his job search.What will probably be his best source for finding a job online?
A) Web sites such as Monster.com and CareerBuilder.com
B) Professional organization Web sites
C) Specific corporate Web sites
D) General search sites such as Google.com and Yahoo.com
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Page 17
Chapter 16: Interviewing and Following Up
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Sample Questions
Q1) Job applicants face a number of kinds of interviews that have different purposes.List and describe three of these interviews.
Q2) After writing a follow-up message to thank your interviewer, your next step should be
A) alerting your references that they may be contacted.
B) sending a small gift to the receptionist to show your appreciation.
C) calling the company's human resources department to learn more about your competitors for the available position.
D) waiting at least one month for a call of acceptance or rejection.
Q3) The day of his important job interview has finally arrived, and Shingo wants to make sure that everything goes smoothly.What would you tell Shingo to do?
A) If something unexpected happens that will cause you to be late, don't waste more time by calling the employer; just get to the interview as quickly as possible.
B) Use a lot of cologne to cover up any possible offensive odors.
C) Worry only about how you appears to the interviewer; after all, the interviewer will be making the hiring decision, not anyone else in the office.
D) Initiate a handshake with the interviewer.
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Page 18