Corporate Communication
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Course Introduction
Corporate Communication explores the strategies and practices organizations use to manage information flow, foster stakeholder relationships, and build favorable public perceptions. This course covers key topics such as internal and external communications, corporate branding, crisis management, media relations, and the role of digital channels in contemporary corporate messaging. Students will analyze real-world case studies, learn to develop effective communication plans, and understand the ethical and cultural considerations that influence organizational communication in a global context.
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Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
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Chapter 1: Communication Foundations
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Q1) 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
Q2) Ethics can be defined as
A)criminal legislation
B)organisational ownership
C)cultures of staff
D)community-based standards of right and wrong
Answer: D
Q3) Discuss the following statement and provide supporting reasons or evidence for your main ideas: "Something other than the intended message is received because noise or interference interrupts the intended message."
Answer: no Answer
Q4) "The communication process can be controlled." Critically discuss this statement and present a defensible conclusion.
Answer: no Answer
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Chapter 2: Social Media
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Sample Questions
Q1) Phatic communication shares feelings and creates social bonds.
A)True
B)False
Answer: True
Q2) Identity,conversations and sharing are examples of
A)a honeycomb framework
B)an operational framework
C)the mosaic framework
D)the media framework
Answer: A
Q3) Social media engagement involves engaging in
A)monologues
B)dialogues
C)conversations
D)debates
Answer: B
Q4) LinkedIn is an example of an opportunistic site.
A)True
B)False
Answer: True
Page 4
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Chapter 3: Interpersonal Communication
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Sample Questions
Q1) Cultural nonverbal communication is
A)dependent on nationality
B)less visible
C)learnt unconsciously
D)all of the above
Answer: C
Q2) Nonverbal behaviour can be interpreted without context.
A)True
B)False
Answer: False
Q3) Personal nonverbal signals are universal among speakers.
A)True
B)False
Answer: False
Q4) The nonverbal message can contradict the verbal components.
A)True
B)False
Answer: True
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Page 5
Chapter 4: Emotional Intelligence: Managing Self and Relationships
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Sample Questions
Q1) Known as self-fulfilling prophecy,the expectations that people hold are unlikely to influence the outcomes of their interpersonal interactions.
A)True
B)False
Q2) In today's business environment,emotional intelligence and competence are related positively to
A)interpersonal communication at all levels
B)fulfilling relationships
C)job performance
D)key selection criteria
Q3) Personal competence is enhanced by
A)increased social awareness and the social skills to interact effectively
B)a positive self-concept
C)a willingness to disclose personal feelings and reactions
D)all of the above
Q4) People who act in an empathetic way
A)apologise and offer support
B)take an active interest in an other people's concerns
C)acknowledge the rights of others as well as their own rights
D)are passionate about helping people
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Chapter 5: Negotiation and Conflict Management
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Sample Questions
Q1) Outline the interest-based bargaining approach to negotiation and explain why it is functional in practical negotiation.
Q2) The method of active listening in conflict is to
A)relate the total message back to the speaker for confirmation
B)ask questions and make brief responses
C)help the listener to identify content and feelings
D)use reflecting or mirroring skills
Q3) 'I can imagine how upsetting that must have been' is a way to
A)create empathy by reflecting and mirroring
B)set aside one's own points and feelings
C)actively listen
D)challenge and encourage the parties in a conflict
Q4) When adopting a functional approach to conflict we A)focus on the future rather than the past
B)use the conquest method
C)fight and then flow
D)approach then retreat
Q5) Why is reframing effective in managing conflict?
Q6) Explain how power can be appropriately used and how it can be abused in the negotiation process.
Page 7
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Chapter 6: Intercultural Communication
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Q1) The purpose of meetings and banquets with potential business partners in China is to
A)understand high-context and low-context cultures
B)negotiate the tension between cultures
C)build up good business relationships and trust
D)examine the business and collect business cards
Q2) What helps to facilitate communication among the members of a culture?
A)Speaking the mainstream language
B)Sharing community property
C)Perception of time and pace of life
D)Understanding the values and customs of the culture
Q3) The 'culture-specific' approach to learning about other cultures traditionally refers to acquiring
A)cultural awareness and sensitivity about other cultures
B)communication sensitivity and being alert to differences
C)knowledge particular to the other culture
D)'mental software' to be used in exchanges with other specific cultures
Q4) Discuss the possible challenges a senior female manager might encounter when doing business with elements of a business group based in other countries.Consider the possible impact of cultural dimensions and values.
Page 8
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Chapter 7: Communication Across the Organisation
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Sample Questions
Q1) An example of communication within an informal structure in an organisation is A)formal documentation from senior staff
B)telephone conversations between managers when making a decision
C)telephone calls following-up a booking with a client
D)none of the above
Q2) An organisation that has a high level of centralisation is likely to have evidence of A)lots of emails,submissions and reports prepared for decision-makers
B)better control systems in place and more effective decision-making
C)better access to information,better focus,clearer surety of purpose and improved results
D)many filters through which information is communicated and poorer outcomes
Q3) There is insufficient evidence to show that the way a business functions can have a major impact on how communication takes place and on its effectiveness.
A)True
B)False
Q4) Knowledge management organisational structures comprise knowledge leaders.
A)True
B)False
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Chapter 8: Leadership
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Sample Questions
Q1) What are the differences between transactional leadership and transformational leadership? Explain transformational leadership in terms of its characteristics,outcomes and other relevant factors.
Q2) The 'command-and-control leadership methods' of the 20th century are efficient in the changing technology world.
A)True
B)False
Q3) Planning and organising are considered 'maintenance-related' behaviour.
A)True
B)False
Q4) Formal mentoring programs can increase knowledge of safety and risk management in an organisation.
A)True
B)False
Q5) Effective leaders establish group direction by
A)defining activities within the organisation
B)sharing vision and goal-setting with the group
C)meeting the group face-to-face
D)fulfilling their communication responsibilities
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Chapter 9: Team and Work Group Communication
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Sample Questions
Q1) In the theory of teams and groups in communication practice,the informal group is known as
A)a pioneer group
B)the 'gang of three'
C)a virtual team
D)a 'friendship' or 'interest' group
Q2) Defensive roles are always destructive within a group.
A)True
B)False
Q3) A group of colleagues who informally get together to work on a specific idea are most likely to be part of
A)a cross-functional team
B)a virtual team
C)a hot group
D)a self-managed work team
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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Chapter 10: Effective Meetings: Face-To-Face and Virtual
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Q1) A major consideration with virtual meetings is
A)that staff may need to be trained to use technology
B)the potential for the meeting to be impersonal
C)the need to control discussion more directly than in face-to-face meetings
D)the need to communicate more assertively
Q2) Videoconferencing is considered more beneficial than using A)formal meetings
B)emails,telephone or online chat systems
C)synchronous meetings
D)all of the above
Q3) Identify and describe the features of effective meetings.Distinguish between a formal and an informal meeting and a committee.Give an example of each.
Q4) Verbal communication barriers are caused by
A)illogical organisation of words and unclear,ambiguous and discourteous ways of speaking
B)inappropriate use of gestures
C)culturally inappropriate proxemics
D)a combination of poor leadership and power-sharing
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Page 12
Chapter 11: Customer Service
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Sample Questions
Q1) The PAIR strategy for customer complaint involves
A)pleasing,attending,investigating and resolving
B)placating,accepting,investigating and resolving
C)placating,attending,investigating and responding
D)placating,attending,investigating and resolving
Q2) Customer Relationship Management is a business process that
A)categorises each customer
B)provides automation of customer service and reduces costs
C)combines strategy,process and technology to manage customer interaction
D)enables organisations to optimise the customer service experience
Q3) Which of the following is not a measure of customer experience satisfaction?
A)Speed of answering the telephone
B)Customer surveys
C)Complaint analysis
D)Focus groups
Q4) Discuss the differences between Customer Relationship Management,Customer Experience Management,and Customer Value Management.
Q5) 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.
Page 13
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Chapter 12: Public Relations
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Sample Questions
Q1) Organisations can take their time to assess an issue and decide the best way to respond.
A)True
B)False
Q2) 'News value' is the term used to describe the criteria for attracting the media.
A)True
B)False
Q3) The ways in which an organisation considers the impact its actions will have on its publics is addressed by the organisation's approach to
A)customer relations
B)two-way communication
C)corporate social responsibility
D)budgeting
Q4) Corporate social responsibility aims for a balance between organisational interests and organisational activities.
A)True
B)False
Q5) Describe the steps in the strategic management of public relations issues.
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Chapter 13: Knowledge Management and Decision Making
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Sample Questions
Q1) Brain-storming is the basis of case-based reasoning in decision making and problem solving.
A)True
B)False
Q2) What is knowledge management? What are the main features of effective knowledge management? How does knowledge management develop people and organisations?
Q3) Knowledge services,according to Simard et al.2007,are performed by subject matter specialists,technical staff and knowledge-management professionals
A)True
B)False
Q4) Explicit knowledge is easier to communicate because it
A)cannot be transformed from explicit to tacit knowledge
B)is articulated in procedures,manuals and paper-based and electronic documents
C)can be embedded in an organisation's culture
D)is indispensable to others in the organisation
Q5) What is the role of communities of practice in valuing and sharing tacit knowledge?
Q6) What is the role of managers and leaders in relation to knowledge management?
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Chapter 14: Researching and Processing Information
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Sample Questions
Q1) You can be respected as a highly professional researcher by documenting or referencing sources fairly and accurately.
A)True
B)False
Q2) Explain the different approaches to notations,citations and referencing.
Q3) Briefly explain the steps in the research process.
Q4) Ethical research
A)acknowledges sources
B)appropriates sources
C)assumes intellectual property
D)researches the digital rights of others
Q5) Planning research includes having clear ideas about
A)which indexes,abstracts and periodicals to use
B)which critical thinking skills and analysis techniques to use
C)topics and types of sources that may be useful
D)the value of general and specialised directories
Q6) Having academic honesty will improve your writing as well as your reputation and credibility.
A)True
B)False
Page 16
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Chapter 15: Conducting Surveys and Questionnaires
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Sample Questions
Q1) Writing style impacts on the ability of readers to understand the research findings and their implications.
A)True
B)False
Q2) In a random sample
A)everyone has the same chance of being selected for the sample
B)a variable is the basis on which a group of people are randomly selected
C)a sample is chosen from a selected group of people
D)characteristics of the total population are represented
Q3) In a stratified sample
A)everyone has the same chance of being selected for the sample
B)a variable is the basis on which a group of people are randomly selected
C)a sample is chosen from a selected group of people
D)characteristics of the total population are represented
Q4) Questions that start from a broad perspective and become more focused are found in
A)a funnel sequence
B)an inverted funnel sequence
C)targeted questionnaires
D)general surveys
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Chapter 16: Critical Thinking,Argument,logic and Persuasion
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Sample Questions
Q1) An unsupported claim is simply an opinion.
A)True
B)False
Q2) What leads to false conclusions when the premises are incorrect in a logical argument?
A)Inductive logic
B)Deductive logic
C)Generalisations
D)Random Sampling
Q3) A proposition is a claim
A)upon which an argument is based,or a conclusion is drawn
B)in which the reasoning is potentially deceptive
C)which serves an interpretation of the evidence
D)from which evidence is derived
Q4) Reflect upon an occasion when you succeeded in persuading someone to change their perspective on something.Discuss the persuasive strategies you used in,i.e.emotional,logical,or character-based.
Q5) Critical thinking is synonymous with personal opinion.
A)True
B)False
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Chapter 17: Communicating Through Visuals
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Sample Questions
Q1) Describe the features of an effective visual.What do effective visuals do? Contrast the characteristics of ethical and unethical visuals.
Q2) Placing a photograph next to the text to which it refers in a report is adhering to the visual design principle of
A)contrast
B)alignment
C)proximity
D)simplicity
Q3) Identifying the cause of a complaint would be best represented by
A)a flow chart
B)an organisational chart
C)a Pareto chart
D)a Gantt chart
Q4) In visual communication it is often said that 'a picture is worth a thousand words' because
A)the words are usually not important and are therefore forgettable
B)the visuals that accompany the words are the more memorable part of a message
C)audiences usually prefer visual communication
D)technological tools are more popular now
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Chapter 18: Oral Presentations and Public Speaking in the Professions
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Sample Questions
Q1) Monroe's motivated sequence works best when a presentation has a persuasive purpose.
A)True
B)False
Q2) Using gestures when speaking can be effective in managing your nerves.
A)True
B)False
Q3) The best way to develop rapport with your audience is to use humour when you begin.
A)True
B)False
Q4) Identify the differences between the five basic logical patterns of organisation for oral presentations.
Q5) What is a useful strategy for any type of oral presentation?
A)Memorise audience names
B)Memorise the introduction
C)Appeal to you audience's emotions
D)Use humour to establish rapport
Q6) What functions do audiovisual aids play in a presentation?
Q7) 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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Q1) Sentence sprawl occurs when a sentence contains consistent ideas.
A)True
B)False
Q2) The feature of good writing is that it communicates clearly to the other person what is happening in real life.
A)True
B)False
Q3) The difference between a compound sentence and a complex sentence is
A)whether or not they express more than one idea
B)the relationships between the two clauses
C)the meaning of the two sentences
D)all of the above
Q4) Technical terms are used to help the reader understand the message rather than to show the reader the cleverness or superiority of the writer.Whenever possible,use as many technical terms as possible.
A)True
B)False
Q5) Clichés are words that have been so overused they have lost meaning and impact.
A)True
B)False
22
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Chapter 20: Writing Correspondence,Emails and Short Reports
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Sample Questions
Q1) The subject line should be around six to ten words in length.
A)True
B)False
Q2) The three main short format reports used in business are
A)direct order report,indirect order report and routine order report
B)overview report,incident report and periodic report
C)formal short report,letter report and memorandum report
D)chronological report,problem-solving report and options report
Q3) Why is the indirect order of information used in bad news letters?
Q4) Briefly explain the 'you' approach in writing and justify its use.
Q5) Paper-based business documents make a less formal impression than online written documents.
A)True
B)False
Q6) What do persuasive letters aim to do? Why is the AIDA formula used? What are the four stages in the collection process? What are the different ways of gaining attention in the first sentence or paragraph of a sales letter? Describe one way of creating desire for the product in a sales letter.
Page 23
Q7) What are the seven basic components of a business letter?
Q8) How can cultural differences impact on a written message? Give examples.
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Page 24
Chapter 21: Writing Long Reports
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Sample Questions
Q1) Factual and objective information is always presented in the A)conclusion and recommendations
B)executive summary
C)centre section of the main body
D)introductory section of the body
Q2) The 'Front Matter'
A)is the material appearing before the main text of the report and typically includes table of contents,list of tables and executive summary
B)is a colloquial reference to the amount of thinking frontal lobe that has gone into the report prior to writing commencing
C)is the preparatory work such as personnel clearance for participation,team meetings,research and interviews
D)refers to the abstract and the introduction of the report
Q3) Critical thinking skills are required to evaluate findings and reach conclusions by asking critical questions about what has happened,what is likely to happen and how.
A)True
B)False
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Chapter 22: Writing for the Web
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Sample Questions
Q1) A website or blog that is not maintained regularly
A)is a liability to an organisation
B)is fine to keep if it's up to date generally
C)is fine to keep if it's used by readers\users
D)is important from a historical perspective
Q2) An audience that helps an organisation achieve its objective is its primary audience.
A)True
B)False
Q3) Adding tags and creating bookmarks for a blog is most useful because
A)it highlights how well-connected the blogger might be
B)it makes it easier for the search engine to find the blog
C)it builds credibility
D)all of the above
Q4) Trackback refers to
A)putting a link on a blogroll
B)informing your manager that you've cited them in your blog
C)reviewing your work to ensure your product lists are updated
D)evaluating your competitors' blogs
Q5) Why is using the inverted pyramid appropriate for web writing?
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Chapter 23: Writing Reflective Journals
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Sample Questions
Q1) Professional reflective journals can become legal documents.
A)True
B)False
Q2) Descriptive writing involves
A)defining how or why something was done
B)explaining how or why something was done
C)providing a clear picture of how you feel,think,or what you believe
D)recounting an experience
Q3) The experiential learning cycle relies on
A)experience,reaction,function,meaning and planning
B)experience,reflection,finding meaning and planning
C)applying learning based on experience to new situations
D)repeating learning gained from experience until you have mastered it
Q4) Discuss the issue of confidentiality in relation to keeping a reflective journal.Draw on concepts discussed in Chapter 23,in relation to recording information about yourself and others in your journal.
Q5) What are the benefits of reflection?
Q6) Reflection occurs at the end of the cycle of experience.
A)True
B)False
Page 27
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Chapter 24: Academic Writing
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Q1) The paragraph must fulfil the topic sentence to prevent the writer wandering away from the topic.
A)True
B)False
Q2) Proofreading is the final step in the writing process.
A)True
B)False
Q3) The purpose of an expository essay is to
A)argue for a position based on evaluation,description and logic B)focus on explaining different points of view when coming to a position C)make a point based on personal experience and knowledge D)reveal the emotions involved when coming to a position
Q4) An effective conclusion shows that the writer has understood the question and developed an argument to achieve the particular writing purpose.
A)True
B)False
Q5) All academic papers should be typed single-spaced.
A)True
B)False
Q6) What is the difference between an argumentative essay and an expository essay?
Page 28
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Chapter 25: The Job Search, Résumés and Interviews
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Q1) What is the purpose of keywords in a résumé?
A)To attract the attention of recruiters or employers
B)To demonstrate your professional ability and potential for the position
C)To highlight crucial skills and experience
D)To show your language proficiency,particularly your writing ability
Q2) A key component in the marketing process is a powerful referee.
A)True
B)False
Q3) The purpose of your résumé is to catch the readers' attention,interest them and create the desire to invite you to an interview.
A)True
B)False
Q4) The stage of the interview process in which impression is most important is
A)pre-interview
B)interview
C)post-interview
D)all stages of the interview process are important
Q5) Discuss the different ways of finding a position in the employment market? Which way do you prefer? Why?
Q6) Why are keywords essential in a résumé?
Page 29
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