Corporate Communication
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Course Introduction
Corporate Communication explores the strategies and practices through which organizations manage internal and external communications to build strong relationships with stakeholders, including employees, customers, investors, and the public. The course covers key topics such as reputation management, crisis communication, media relations, corporate social responsibility, and the role of digital platforms in the modern business environment. Students will develop practical skills in crafting persuasive messages, managing corporate identity, and navigating the complex communication challenges faced by contemporary organizations.
Recommended Textbook
Essentials of Business Communication 10th Edition by Mary Ellen Guffey
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17 Chapters
1539 Verified Questions
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Chapter 1: Communicating in the Digital Age Workplace
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Sample Questions
Q1) Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing?
A) Language problem barrier
B) Psychological barrier
C) Physical barrier
D) Nonverbal distraction barrier
Answer: B
Q2) The belief in the superiority of one's own culture is known as ____________________. This natural attitude is found in all cultures.
Answer: ethnocentrism
Q3) Which of the following countries represents a high-context culture?
A) United States
B) Germany
C) Norway
D) Japan
Answer: D
Q4) ____________________ involves storing applications and data in remote locations.
Answer: cloud computing
Page 3
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Chapter 2: Planning Business Messages
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Sample Questions
Q1) Business writing should be purposeful. In this context purposeful can best be defined as
A) presenting ideas clearly and concisely.
B) concentrating on the receiver's perspective instead of your own.
C) solving problems and conveying information.
D) getting your audience to believe and accept your message.
Answer: C
Q2) An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the message.
A)True
B)False
Answer: True
Q3) Putting yourself in the receiver's shoes to better adapt your message to that person's needs is called ____________________.
Answer: empathy
Q4) Translating a message from its symbol form into meaning involves encoding.
A)True
B)False
Answer: False
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Chapter 3: Organizing and Drafting Business Messages
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Sample Questions
Q1) A topic sentence
A) provides specific details, explanations, and evidence that support the main idea of a paragraph.
B) links sentences within a paragraph.
C) is unnecessary in a paragraph.
D) states the main idea of the paragraph.
Answer: D
Q2) Which of the following business messages would not use the direct strategy?
A) An e-mail message to a staff introducing a new employee
B) An oral presentation detailing the specifics of a new company wellness initiative
C) A letter to a coworker congratulating him or her on a recent promotion
D) A letter to a customer denying his or her request for credit
Answer: D
Q3) The new organizational chart was presented by our recently hired CEO is an example of a sentence using the ___________________ voice.
Answer: passive
Q4) A(n) ____________________ is a group of sentences about one idea.
Answer: paragraph
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Chapter 4: Revising Business Messages
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Sample Questions
Q1) Which of the following best avoids a long lead-in?
A) Yes, we will send the information you requested.
B) This is to advise you that we will send the information you requested.
C) You may be interested to learn that we will send the information you requested.
D) I am writing this letter to inform you that we will send the information you requested.
Q2) Which of the following sentences contains the best use of vivid adjectives without overkill?
A) The resort offered luxurious suites with Jacuzzi tubs and saunas.
B) The all-inclusive, top-notch resort offered luxurious, totally marvelous suites with incredible extras.
C) The resort had nice rooms.
D) All sentences use vivid adjectives effectively.
Q3) Which of the following is the best advice to follow when you proofread a routine document?
A) If proofreading on screen, display the entire document at once.
B) Proofread the document using a printed copy.
C) Proofread your document as you compose your ideas.
D) Rely solely on a spell-checker to catch any errors.
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Chapter 5: Short Workplace Messages and Digital Media
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Sample Questions
Q1) Businesses use social networking to
A) connect dispersed employees.
B) provide a forum for collaboration.
C) to solicit customer feedback when researching and developing products.
D) All answer choices demonstrate how businesses use social networks.
Q2) When writing or responding to a blog, you should
A) correct any errors in your grammar, spelling, and mechanics.
B) vehemently and honestly disagree with a post using strong language such as Your ideas are completely unfounded. Do your research before you post your ideas!
C) include long, wordy sentences to demonstrate your writing abilities.
D) repeat ideas and sentences to add length to your response.
Q3) E-mail is appropriate for short, informal messages that request information and respond to inquiries.
A)True
B)False
Q4) A(n) ____________________ is a digital audio or video file that can be downloaded to a computer or watched on a smartphone.
Q5) Facebook and Twitter are examples of ____________ sites.
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Chapter 6: Positive Messages
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Sample Questions
Q1) In which of the following situations should you send a letter instead of an e-mail message?
A) You are planning a sales team meeting.
B) You are asking leading members of the community to contribute to a fundraising event to improve local parks.
C) You are inviting employees to the annual sales seminar.
D) You are reminding employees of Friday's divisional meetings.
Q2) Place any details explaining your request for information in the body of your request message.
A)True
B)False
Q3) Goodwill messages should be personalized and include specific incidents or characteristics of the receiver.
A)True
B)False
Q4) Use a direct organizational pattern in an adjustment message granting a claim.
A)True
B)False
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Chapter 7: Negative Messages
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Sample Questions
Q1) When you must deliver bad news to one person or a small group, you should usually
A) send an anonymous letter.
B) address the issue in a department meeting.
C) deliver the message in person.
D) wait at least one week so that you can formulate your thoughts.
Q2) The ability to understand and enter into the feelings of another is called
A) audience demographics.
B) sympathy.
C) empathy.
D) buffering.
Q3) What is the best advice for presenting the bad-news portion of your negative message to employees?
A) Strive to sugarcoat the message to ease the employees' pain.
B) Place the bad news in the first sentence of a paragraph.
C) Position the bad news so that it does not stand out.
D) Use subjective language.
Q4) A communicator who intends to deceive when writing a bad-news message is displaying ____________________ behavior.
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Chapter 8: Persuasive Messages
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Sample Questions
Q1) All of the following messages to subordinates would use the indirect strategy except
A) instructions to operate the new phone system installed in all offices.
B) suggestions to begin an exercise program in conjunction with the new health insurance plan.
C) requests to contribute to the organization's United Way campaign goal.
D) discussion of their opportunities to participate in a company-sponsored charity event.
Q2) An effective technique when writing a persuasive claim message is to suggest that the reader intentionally created the problem.
A)True
B)False
Q3) Persuasion is necessary when
A) you anticipate that your audience will agree with your position.
B) your audience is skeptical about your idea.
C) audience attitudes match the objectives of your plan.
D) your message is especially attractive to the audience.
Q4) Another name for a complaint message is a claim message.
A)True
B)False
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Chapter 9: Informal Reports
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Sample Questions
Q1) When you organize an analytical report indirectly, in what order should the ideas be presented?
A) Introduction/problem, conclusions/recommendations, facts/findings, and discussion/analysis
B) Introduction/background, facts/findings, and summary
C) Introduction/problem, facts/findings, discussion/analysis, and conclusions/recommendations
D) The indirect strategy does not follow a set order of ideas.
Q2) Most analytical reports answer questions about specific problems and aid in decision making.
A)True
B)False
Q3) Reports should be organized using the direct strategy when the readers are informed or supportive of the topic.
A)True
B)False
Q4) Preprinted forms are useful for reporting repetitive data.
A)True
B)False
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Chapter 10: Proposals and Formal Reports
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Sample Questions
Q1) Surveys can generate primary data economically and efficiently from large groups of people.
A)True
B)False
Q2) Tyler is writing a report that analyzes the GlobalCom, Inc., market share of cell phone subscriptions worldwide by region. He will probably organize his report
A) chronologically by the date the cell phone subscriptions reached their maximums.
B) around extensive secondary data to assure the reader that he conducted adequate research before he wrote the report.
C) using a functional arrangement to show types of subscriptions globally.
D) geographically with sections representing each region's market share.
Q3) The gathering of information is called ____________________.
Q4) What type of print resource provides excellent in-depth, historical data?
A) Periodicals
B) Bibliographic indexes
C) Databases
D) Books
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Chapter 11: Professionalism at Work: Business Etiquette, Ethics, Teamwork,
and Meetings
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Sample Questions
Q1) Interpersonal skills such as working in teams, possessing a positive attitude, prioritizing work tasks, listening, and demonstrating workplace manners are all examples of ____________________ skills.
Q2) Which of the following would probably best help a group achieve its goal?
A) Competition
B) Individual leadership
C) Emphasis on individualism
D) Active listening skills
Q3) Leticia has called a client and received his voice mail. What is the best advice you can give Leticia for leaving a message?
A) Hang up and call back later; her client won't want to be bothered with having to listen to a message.
B) Speak as quickly as possible to make her message more concise.
C) Smile when leaving her message to add warmth to her voice.
D) Leave a complete message, including confidential details about the project Leticia is working on, to make her message as useful as possible.
Q4) ____________________ involves saying words correctly and clearly using accepted sounds and accented syllables.
Page 13
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Chapter 12: Business Presentations
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Sample Questions
Q1) A(n) ____________________ delivery involves speaking freely, generally without notes, after preparing and rehearsing.
Q2) Which of the following tips for using special effects in a slideshow is most accurate?
A) Incorporate as many special effects as possible to keep the attention of your audience.
B) Add animation features only if doing so helps convey your message or adds interest to the content.
C) Never use any special effects in a slideshow because all special effects distract from the content of a slideshow.
D) Include special effects only if you are giving a sales presentation.
Q3) A(n) ____________________ is a Web-based presentation, lecture, workshop, or seminar that is transmitted digitally with or without video to train employees, interact with customers, and promote products.
Q4) Which of the following statements about public speaking is most accurate?
A) Only high-level executives must give business presentations.
B) Good speakers are born, not made.
C) Most people are apprehensive about speaking in public.
D) Presentations are rarely given in the business world.
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Chapter 13: the Job Search and Resumes in the Digital Age
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Sample Questions
Q1) A résumé should include personal data (birth date, health, height, weight, and sometimes a photograph) to help the recruiter finalize his or her decision.
A)True
B)False
Q2) The purpose of a summary of qualifications is to present your most impressive qualifications.
A)True
B)False
Q3) Many job seekers today use social networking sites like Facebook and LinkedIn to network and to find positions.
A)True
B)False
Q4) Which of the following is considered unethical on a résumé?
A) Misrepresenting a job title to make it sound more important
B) Extending employment dates to avoid showing periods of unemployment
C) Making your job duties sound more impressive and responsible than they really were
D) All answer choices are unethical.
Q5) The ________________ job market consists of jobs that are advertised or listed.
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Chapter 14: Interviewing and Following up
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Sample Questions
Q1) To avoid coming across as tentative in an interview, always answer a question even if you don't understand it.
A)True
B)False
Q2) Effective interview-preparation techniques include practicing answers to possible questions, preparing to explain problem areas on your résumé, deciding on professional attire, and
A) informing your current employer of your plans.
B) preparing success stories.
C) writing a resignation letter.
D) purchasing a gift for the interviewer.
Q3) If an interviewer says Tell me about yourself, what is the best way to respond?
A) Present your brief biography as a chronology, beginning with when and where you were born.
B) Briefly discuss educational, professional, or business-related strengths.
C) To start the interview positively, provide a few humorous personal anecdotes.
D) Tell several success stories, making sure to fill at least ten minutes of interview time.
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Chapter 15: Correction Symbols and Proofreading Marks
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Sample Questions
Q1) Business messages should be
A) writer oriented.
B) purposeful.
C) complex.
D) lengthy.
Q2) All of the following are advantages of the direct strategy except A) saving the reader's time.
B) respecting the feelings of the audience.
C) setting a proper frame of mind.
D) reducing frustration.
Q3) Communicators in high-context cultures (such as those in China, Japan, and Arab countries) tend to be intuitive, contemplative, and group oriented.
A)True
B)False
Q4) List \(\text {\underline{ two} }\) techniques that could help you become an active and effective listener.
Q5) Most people are good listeners.
A)True
B)False
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Chapter 16: Document Format Guide
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Sample Questions
Q1) All of the following are goals for a business writer who must communicate bad news except to
A) project a professional image.
B) convey empathy and sensitivity.
C) be fair.
D) prove that the customer is wrong.
Q2) Which of the following is not a characteristic of a goodwill message?
A) Sincerity
B) Spontaneity
C) Showmanship
D) Selflessness
Q3) When you use the indirect strategy to deliver bad news, the recommended order of ideas is
A) buffer, reasons, bad news, and closing.
B) buffer, bad news, reasons, and closing.
C) reasons, buffer, bad news, and closing.
D) bad news, reasons, buffer, and closing.
Q4) Most e-mail messages should be organized using the direct strategy.
A)True
B)False
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Chapter 17: Documentation Formats
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Sample Questions
Q1) When paraphrasing researched information,
A) use the same grammatical structure of the original information so that you do not change the meaning of the ideas.
B) replace just a few original words with synonyms to avoid charges of plagiarism.
C) restate the researched information in your own words and in your own style.
D) place double quotation marks before and after the paraphrased information.
Q2) What type of hiring or placement interview is usually conducted by people who will be the supervisors and colleagues of a candidate and who take turns asking questions?
A) Group
B) Stress
C) Panel
D) Sequential
Q3) What is the best advice to follow when participating in workplace conversations?
A) Act professionally in all social situations.
B) Address all supervisors and customers by their first name.
C) Avoid praising others so that you do not come across as a "brownnoser."
D) Feel free to openly discuss your workplace frustrations with all colleagues.
Q4) List and briefly describe\(\text {\underline{ two }}\) advantages of teams.
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