Effective Communication in Organizations Exam Solutions
Course Introduction
Effective Communication in Organizations explores the principles and practices essential for successful communication within various organizational settings. The course examines verbal, nonverbal, and digital communication strategies, focusing on how to convey messages clearly and persuasively to diverse audiences. Students will analyze common barriers to effective communication and learn techniques to enhance listening, provide constructive feedback, and navigate conflicts. Through case studies, group discussions, and practical exercises, the course develops interpersonal skills and cultural awareness that are crucial for teamwork, leadership, and organizational success.
Recommended Textbook
Business Communication 16th Edition by Carol Lehman
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19 Chapters
1308 Verified Questions
1308 Flashcards
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) The United States is comprised largely of immigrants,some of whom work to retain their traditional customs and language while still sharing in the common culture.Which of the following terms best fits the above description?
A)Melting pot
B)Internationalization
C)Mosaic
D)Globalization
Answer: C
Q2) In a distributed leadership team environment,the role of the leader is BEST described as
A)the leader remaining in the position until the team is dissolved.
B)any member of the team becoming the leader at various times.
C)a non-existent role.
D)the leader being dictatorial when needed.
Answer: B
Q3) Email is generally a more time efficient communication channel than the phone.
A)True
B)False
Answer: True
Page 3
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Chapter 2: Focusing on Interpersonal and Group Communication
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Sample Questions
Q1) Which of the following stages of team development is often NOT experienced,even in long-term teams?
A)Storming
B)Performing
C)Norming
D)Brainstorming
Answer: B
Q2) According to the situational leadership model,a leader who listens,communicates,recognizes,and encourages is demonstrating directive behavior.
A)True
B)False
Answer: False
Q3) Given enough time,all groups advance through the four stages of team development that include forming,storming,norming,and performing.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Planning Spoken and Written Messages
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76 Verified Questions
76 Flashcards
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Sample Questions
Q1) Which of the following best describes the appropriate use of euphemisms?
A)Eliminate euphemisms because people can recognize such expressions for what they are-unpleasant ideas presented with a little sugar coating.
B)Avoid euphemisms with excessive sugar coating and those that appear sarcastic.
C)Use euphemisms whenever possible because they show your attempt to be polite and positive.
D)None of the above describes appropriate use.
Answer: B
Q2) Doublespeak is a term that refers to a message that deliberately misleads,hides,or evades the truth.
A)True
B)False
Answer: True
Q3) The use of euphemisms eliminates the need to use negative terms that may suggest unpleasant ideas.
A)True
B)False
Answer: False
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Chapter 4: Preparing Spoken and Written Messages
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Sample Questions
Q1) Which of the following is FALSE concerning writing analysis tools in word processing programs?
A)Sentence fragments, passive voice, jargon, and clichés are some types of errors that can be detected.
B)After reviewing a document, the program can generate the total word count, average sentence length, and readability measures.
C)They flag potential errors and require the writer to accept or reject the change.
D)Such programs eliminate the need for the reader to check a passage for grammatical correctness.
Q2) Writing a message with a reading index appropriate to the audience guarantees that the message will be understood.
A)True
B)False
Q3) Which of the following sentences illustrates passive voice?
A)She served the customer the food.
B)The food was served to the customer.
C)The customer asked to change the order.
D)You took the customer's order.
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Chapter 5: Communicating Electronically
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Sample Questions
Q1) Federal laws ensure that email messages employees send at work are private.
A)True
B)False
Q2) A company posts information to the Web for its business partners such as vendors,suppliers,and customers that they must access by using a password.This activity illustrates use of the company's
A)intranet.
B)extranet.
C)public web presence.
D)wiki.
Q3) You have been instructed to develop a cell phone policy for members of your organization.What are the major elements you will include in the policy?
Q4) When leaving a voice mail for a client concerning an upcoming meeting,you should A)discuss your schedule for the entire week, detailing each meeting you have.
B)start talking about the meeting immediately, without giving your name if your client should recognize your voice.
C)leave your name, telephone number, and enough details for the listener to understand what you want.
D)leave your name and telephone number and no other details to save time.
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Chapter 6: Delivering Good and Neutral News Messages
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Sample Questions
Q1) Your staff has worked hard to successfully complete a project for a large advertising client.Which of the following is the BEST way for you to express thanks to the staff?
A)Thank them at the staff meeting next month.
B)Post a note on the company intranet.
C)Ask your administrative assistant to post a note in the lunchroom.
D)Send an email immediately to all staff.
Q2) When you provide credit information about another person,you have an ethical and legal obligation to A)yourself.
B)the credit applicant.
C)the business from whom credit is requested.
D)all of the above.
Q3) An advantage of the deductive organization of good- or neutral-news messages is that it helps receivers save time because they can understand the important idea and then move rapidly through the details.
A)True
B)False
Q4) Discuss the impact of culture in delivering good- and routine-news messages.
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Page 8
Chapter 7: Delivering Bad-News Messages
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66 Flashcards
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Sample Questions
Q1) Which of the following is FALSE concerning the communication of negative news within an organization?
A)Employee morale, like customer goodwill, is fragile and easily damaged.
B)Sensitive handling of bad news related to the organization can help build unity and trust.
C)Delivering bad news as soon as possible minimizes damage resulting from rumors and shows respect for employees.
D)The most effective approach is to use one strong communication method for communicating with employees.
Q2) By placing bad news in the first paragraph,receiver support is more likely than when it is presented after giving reasons.
A)True
B)False
Q3) Communicating constructive criticism about service received can be thought of as an ethical responsibility.
A)True
B)False
Q4) List and explain three stylistic aspects of writing a bad-news statement.
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9
Chapter 8: Delivering Persuasive Messages
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Sample Questions
Q1) Common types of persuasive requests include claim messages and requests for special favors and information.
A)True
B)False
Q2) Ken is preparing a persuasive message to business owners in his community.Before he writes his message he should try to understand what characteristics these owners have in common,such as the goals and educational status.
A)True
B)False
Q3) Discuss several types of persuasive communication you might be required to write or present in your professional and personal life.
Q4) When requesting action in a persuasive message,wording such as "I hope you will ..." and "If you agree ..." is recommended as a courteous way to present the recipient with the choice of whether to respond favorably.
A)True
B)False
Q5) Explain how Maslow's need hierarchy can help you write a more effective persuasive message to the receiver.
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Chapter 9: Understanding the Report Process and Research Methods
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Sample Questions
Q1) Explain the difference between a finding,conclusion,and recommendation.What is the relationship between them?
Q2) Explain the benefits of conducting secondary research.
Q3) The monthly financial statement that Sharecom Investments sends to its investors is an example of an analytical report.
A)True
B)False
Q4) Which of the following statements about sampling is correct?
A)Sampling is based on the principle that a sufficiently large number drawn from a population will be representative, regardless of whether the selection was random.
B)The survey results of a sample will be biased and therefore not reliable for formal research.
C)Sampling is a survey technique that eliminates the need for questioning 100 percent of the population.
D)All of the above are correct statements.
Q5) Identify four methods of collecting data through surveys,and list one advantage and one disadvantage of each method.
Page 11
Q6) Describe the four steps in finding a solution to a business problem.
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Chapter 10: Managing Data and Using Graphics
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Sample Questions
Q1) The state board of education has asked for the number of last year's high school graduates attending each of the state's 19 public universities.Which of the following graphics would be MOST effective?
A)Bar chart
B)Pie chart
C)Table
D)Gantt chart
Q2) Which of the following is true concerning the use of graphics in business documents?
A)Understanding and retention are enhanced by the use of graphics.
B)Graphics should be selected that are appropriate for the data and audience.
C)Visually presented data can be easily distorted leading the reader to form incorrect assumptions about the information.
D)All of the above are true.
Q3) YouTube removes videos that are posted by users without permission of the copyright owners.
A)True
B)False
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Chapter 11: Organizing and Preparing Reports and Proposals
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Sample Questions
Q1) Discuss guidelines for the writing process when preparing a proposal.
Q2) Which of the following headings is NOT parallel with the others?
A)Housing Costs in the Midwest Soar
B)Housing Costs in the South Are Level
C)Increasing Housing Costs in New England
D)All are parallel
Q3) U.S.firms such as AFLAC typically protect themselves against competitors by including in their annual corporate reports only that which is required by the Security and Exchange Commission.
A)True
B)False
Q4) Which report parts are the primary focus of short reports? List some report features that may be incorporated into short reports.
Q5) An analytical report
A)is designed to solve a specific problem or answer research questions.
B)draws inferences in its body and therefore does not have a conclusions section.
C)neither a nor b is correct.
D)both a and b are correct.
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Chapter 12: Designing and Delivering Business
Presentations
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Sample Questions
Q1) Tristan is developing a presentation for employee orientation.Which of the following should NOT be used as a technique to ensure that the audience understands the points of his presentation?
A)Interesting anecdotes that tie into the presentation.
B)Relevant statistics to lend authority to points.
C)Presentation visuals to enhance effectiveness.
D)Long, complex sentences to enhance credibility.
Q2) Jon is researching and writing a presentation request by his boss regarding beginning a business casual dress policy at Baltz& Stein Architects.In his research,he finds a suggested dress code from the American Institute of Architects and wants to include information from it in the presentation.How should he include the AIA policy without infringing on the copyright?
A)Use the dress code policy in the presentation and cite its source.
B)Use the policy as an audience handout, with a source note, showing it as an example of a good policy.
C)Contact the national office of the American Institute of Architects to gain permission to use the policy.
D)All of the above are recommended.
Q3) Explain the value of knowing an audience in preparing a presentation.
Page 14
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Chapter 13: Preparing Résumés and Application Letters
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Sample Questions
Q1) You are organizing your résumé for a highly competitive summer internship with an accounting firm.You believe your education is your strongest qualification because your work experience has been seasonal jobs at minimum wage.You also believe that your abilities,interests,and character are qualities that closely parallel the job description supplied by the business.What type of résumé would be LEAST preferred for conveying your strengths?
A)Chronological
B)Functional
C)Chrono-functional
D)All are equally preferred.
Q2) Which is true concerning the format for electronic résumés?
A)Some employers prefer that you send your résumé as an inline document rather than an attachment.
B)Unless a certain software format is specified, it's best to send the document as a plain test version.
C)You should send yourself and a couple of friends a copy of the résumé to see if it looks correct on different computers.
D)All are true.
Q3) Discuss five guidelines for producing a résumé for posting to YouTube.
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Page 15
Chapter 14: Interviewing for a Job and Preparing
Employment Messages
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Sample Questions
Q1) While being interviewed for a job you really hope to be offered,the interviewer asks you about your marital status.What is the most effective way for you to handle the question?
A)Refuse to answer because it is your legal right to do so.
B)Attempt to answer the primary concern that motivated the question.
C)Answer it to be polite and take your chances with the effects it may have.
D)Let the interviewer know by changing the subject that you know the question is illegal and you do not intend to answer it.
Q2) Rochelle must write a resignation message because she found a better paying job.What writing sequence should she use?
A)Deductive
B)Inductive
C)Direct
D)Persuasive
Q3) GE and other companies on the "most admired" list attract far more applicants than they need.
A)True
B)False
Q4) Discuss appropriate ways to respond to illegal interview questions.
Page 16
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Chapter 15: Document Format and Layout Guide
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Sample Questions
Q1) Which of the following applies to paragraph indention?
A)Indented paragraphs are required in the modified block format.
B)Indented paragraphs are optional in the block style.
C)Indented paragraphs are optional in the modified block format.
D)Indented paragraphs are never used in a business letter.
Q2) A letter with mixed punctuation has a comma after the salutation and no mark of punctuation after the complimentary close.
A)True
B)False
Q3) A watermark on business stationery detracts from the impression of quality. A)True
B)False
Q4) Many companies are moving toward using the new wider line and paragraph spacing defaults in current word processing programs rather than traditional single and double spacing.
A)True
B)False
Q5) Reports should always be prepared with equal left and right margins.
A)True
B)False
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Chapter 16: Referencing Styles
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Sample Questions
Q1) Which of the following is FALSE concerning the Purdue OWL site?
A)The site contains examples for citing references in APA style only.
B)The site contains examples for citing printed sources.
C)The site contains examples for citing electronic sources.
D)All of the above are true.
Q2) When in doubt on the format for a reference you have cited,good advice is to provide more information rather than less.
A)True
B)False
Q3) In APA style,the complete list of references at the end of the paper is referred to as the Works Cited.
A)True
B)False
Q4) In APA style,the reference list is typed in alphabetic order by last names with only initials used for first names.
A)True
B)False
Q5) What is the difference between a citation and a reference? Why are both important to proper documentation in a report?
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Chapter 17: Language Review and Exercises
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Sample Questions
Q1) To assure clarity and ease of readying,an effective writer should generally use sentences that follow the normal subject-verb-complement sequence to assure clarity and easy reading.
A)True
B)False
Q2) You should use figures to express dates,sums of money,and decimals,but spell out distance,weights,and page numbers.
A)True
B)False
Q3) A sentence with "I" or "we" as the subject is written in first person.
A)True
B)False
Q4) Which of the following sentences is punctuated correctly?
A)Our workers have been very efficient this year; they are expecting a bonus.
B)Our workers have been very efficient this year; and they are expecting a bonus.
C)Our workers have been very efficient this year and they are expecting a bonus.
D)Our workers have been very efficient this year and, they are expecting a bonus.
Q5) Describe three situations in which numbers should be spelled out.
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Chapter 18: Extension Course Posttest
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Sample Questions
Q1) In formatting a report,you discover than an entire table will not fit on the bottom of a page; the best formatting decision would be to
A)place the table prior to the text reference to it if that placement will allow the entire table to appear on the page.
B)begin the table, allow an adequate margin at the bottom of the page, and begin the next page with the continuation of the table.
C)introduce the table, continue the graphic interpretation to the bottom of the page, and begin the next page with the table.
D)end the page with the introduction to the table, regardless of the space on the page.
Q2) Which of the following are NOT barriers to intercultural communication?
A)Ethnocentrism, stereotypes, and personal space requirements
B)Chronemics, ethnocentrism, and body language
C)Proxemics, language, and stereotypes
D)Stereotypes, body language, and synergism
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Page 20
Chapter 19: Extension Course Pretest
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Sample Questions
Q1) The grapevine in an organization
A)is less accurate than other channels.
B)serves a necessary purpose; thus, managers should work to understand its functioning.
C)passes a message in single file from person to person until it finally reaches the end of the line.
D)has a single, consistent source.
Q2) When leaving a voice mail message for a client concerning the scheduling of a meeting,you should NOT
A)discuss your schedule for the week, detailing the dates and times of each meeting you already have on your calendar.
B)give your name and company affiliation before starting to talk about the meeting.
C)leave your name, phone number, and two or three possible dates and times for the meeting.
D)repeat your name and give your phone number at the end of the message.
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