Effective Communication in Organizations Question Bank
Course Introduction
Effective Communication in Organizations explores the principles, strategies, and practical tools necessary for clear and impactful information exchange within professional environments. The course covers key topics such as interpersonal communication, group dynamics, active listening, conflict resolution, and the management of organizational channels, both written and verbal. Students will develop critical skills in crafting messages for diverse audiences, navigating cultural differences, utilizing digital communication platforms, and fostering inclusive workplace dialogue. Through interactive activities and real-world case studies, the course aims to equip learners with the competence to enhance collaboration, motivation, and overall organizational effectiveness through effective communication practices.
Recommended Textbook Essentials of Business Communication 7th Canadian Edition by Mary Ellen Guffey
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Page 2
Chapter 1: Career Success Begins With Communication Skills
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Q1) Based on the information in the textbook, what has Amina likely learned about her communication skills in the past six months?
A)Texting and instant-messaging are not used at all in the workplace.
B)The Human Resources Manager, who is 56 years old, is just as proficient as she is with these new technology-based communication channels.
C)Nobody that she communicates with pays much attention to conventional spelling, grammar, or punctuation.
D)She needs to develop appropriate communication skills for a wider range of purposes, audiences, and situations.
Answer: D
Q2) Since communication skills are inherited, there is no point in trying to develop and improve these skills.
A)True
B)False
Answer: False
Q3) The textbook defines ____________________ as "having sympathy for and appreciating beliefs and practices differing from our own."
Answer: tolerance
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Chapter 2: Before You Write
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Q1) Which of the following sentences illustrates effective business writing, as described in your text?
A)We can sell you a wireless phone that we are very proud of.
B)Our company is proud to have you as one of our customers.
C)We ask that you send our signed signature card back to us immediately.
D)You will be pleased to know that your premiums will decrease by 10 percent next year.
Answer: D
Q2) Because newer and increasingly popular technologies such as instant messaging and texting strongly encourage writers to keep messages short, your text recommends that we use the kind of casual, abbreviated language we would use in a text message to a friend.
A)True
B)False
Answer: False
Q3) ____________ has become the communication channel of choice for corporate communicators.
Answer: E-mail
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Page 4
Chapter 3: Writing and Revising
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Q1) Your text argues that when we use the grammar and spell-check features of our word processing software, it is not necessary to proofread a message.
A)True
B)False
Answer: False
Q2) Thom is writing the first draft of a written proposal for a client. He notices that it seems a bit dense and unappealing. Which of the following does your text say that Thom should consider in relation to using white space effectively?
A)font selection
B)margins
C)paper size
D)page orientation
Answer: B
Q3) Pursuant to your request is an example of an outdated expression.
A)True
B)False
Answer: True
Q4) Another name for the direct pattern is _______________.
Answer: frontloading
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Chapter 4: E-Mails, Instant Messages, Memos
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Q1) Which of the following sentences would be the most effective closing in a request memo?
A)I would appreciate receiving your response to this request as soon as possible.
B)Thank you in advance for your cooperation in sending a technician to install these computers by August 31.
C)If you want us to be able to serve our students effectively, I trust that you will send a technician by August 31.
D)Because the computers need to be installed before the first day of classes, please send a technician by August 31.
Q2) A _________ is a digital media file that is distributed over the internet and downloaded on portable media players and personal computers.
Q3) Which of the following would be presented most effectively as a bulleted list?
A)a procedure for filing a workers' compensation claim
B)a list of steps describing how to operate the fax machine
C)a list of organizational goals that have not been prioritized
D)a ranking of applicants for an administrative assistant position
Q4) When listing items in order of importance, a __________ list should be used.
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Chapter 5: Letters
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Q1) When you are writing a general letter of recommendation that is not addressed to a specific employer, you may want to use the simplified letter format which does not use a
Q2) "Can you answer these questions about the culinary management program at St. George College." Which of the following statements best explains why there is no question mark at the end of the sentence above?
A)It's a polite command that does not require an answer.
B)Punctuation is not needed in routine requests for information.
C)Periods should always be used at the end of summary statements.
D)Asking questions makes the writer look like he or she doesn't know the subject matter.
Q3) Will you please send me a monthly sales report on the last Friday of each month is an example of a polite command.
A)True
B)False
Q4) Rather than bluntly demanding information or action, business writers often soften commands by disguising them as ___________.
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Page 7
Chapter 6: Persuasive Messages
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Q1) It is better to quote the price of health club dues as $30 per month rather than $360 per year.
A)True
B)False
Q2) The purpose of the opening of a persuasive message is to gain the reader's ____________________.
Q3) Twitter and Facebook are examples of ____________________ media
Q4) Companies can save money by selling the same product to customers around the world, using the same advertising campaigns everywhere.
A)True
B)False
Q5) Organizations of all sizes generally write their sales letters internally.
A)True
B)False
Q6) Because of e-mail, sales letters are not widely used by organizations any more.
A)True
B)False
Q7) The ability to _______________ is an important skill in business.
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Q8) Unsolicited e-mail sales messages are often called
Chapter 7: Negative Messages
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Q1) When you must refuse a request, it is sometimes possible and effective to offer an alternative, a substitute, or a compromise.
A)True
B)False
Q2) You need to write a bad news message that refuses a customer's request for confidential information that both federal law and company policy prohibit releasing to the public. According to the textbook, which sentence would be most appropriate? A)Our company abides by federal legislation prohibiting the release of the information you requested.
B)I would be subject to a severe penalty if I were to send you the information you requested.
C)You should know that no company would release this kind of information.
D)I am very sorry that I cannot send you the information you requested. I know that you will be disappointed and I sincerely apologize.
Q3) A __________________ clause often begins with words like although, because, since, and if.
Q4) The most important part of a bad-news message is the _____________________.
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Page 9
Chapter 8: Informal Reports
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Q1) In informal reports, headings should be enclosed in quotation marks so that they can be easily recognized.
A)True
B)False
Q2) When you write your report outlining the production and sales histories of several products and making recommendations about production schedules and quotas, what will make your report more believable?
A)You cite the sources you used when gathering data for your report.
B)You use very strong language in order to get your point across.
C)You base your recommendations on your personal opinions and demonstrate how strongly you feel about the issue.
D)You use only facts and evidence that support the side of the issue you favour.
Q3) According to the textbook, what is the main purpose of progress reports?
A)They monitor and present data about routine projects.
B)They provide data and information but do not analyze it.
C)They tell management whether non-routine projects are on schedule.
D)They condense the primary ideas, conclusions, and recommendations of longer reports or publications.
Q4) Discussion of Findings is an example of a ____________________ heading.
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Chapter 9: Proposals and Formal Reports
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Q1) The informal proposal that Juliette is writing will include a schedule of dates, specifying when various services will be completed. What section of the proposal would this schedule go in?
A)plan
B)budget
C)staffing
D)authorization
Q2) Which part of Juliette's report should "hand over" the report to the reader and briefly describe the project?
A)title fly
B)introduction
C)executive summary
D)letter of transmittal
Q3) Because there is so much information on the Web and because it changes so quickly, researchers and business professionals no longer expect complete citations for these sources.
A)True
B)False
Q4) Companies use ___________________ to solicit competitive bids on projects.
Q5) Surveys, questionnaires, and interviews are examples of __________________ data.
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Chapter 10: Communicating in Person: Professionalism,
Etiquette, Teamwork and Meetings
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Q1) Your company selects a team to redesign the company's online ordering procedures. According to the textbook, which of the following would most likely result in an effective team and a successful project?
A)The company chooses team members who are similar in age, ethnicity, gender, and skills because they will form a cohesive team and will understand one another better.
B)Twenty-five members are chosen for the team because larger numbers will bring more perspectives on the project.
C)Team members share leadership; the team operates democratically.
D)The team consists of members who avoid confrontation so there is no conflict to hamper the process.
Q2) According to the textbook, which is the most accurate statement about workplace conflict?
A)Conflict will not occur in a productive, professional workplace.
B)Avoidance may be the best response for some conflict situations.
C)It's okay to leave a conflict unresolved as long as those involved avoid each other.
D)Workplace conflict is always negative and can seriously damage a company's image.
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Page 12
Chapter 11: Oral Presentations
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Q1) Each slide in your presentation should accomplish one main purpose, which is to demonstrate your technical expertise.
A)True B)False
Q2) It is best to leave a slide on the screen after you have finished discussing it so that the audience has more time to read and review it while you continue speaking.
A)True B)False
Q3) Personal anecdotes have no place in a professional presentation.
A)True
B)False
Q4) To make the best content and design choices for your PowerPoint presentation, your first need to analyse the situation and the _________________________ for your presentation.
Q5) Employees who want to be successful and advance in today's business world should focus entirely on technical skills.
A)True B)False
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Chapter 12: The Job Search, Résumés, and Cover Letters
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Q1) When preparing a plain-text résumé for e-mailing, you should align all text with the _______________ margin.
Q2) Most employers want proof of the _________________ you have listed in your résumé.
Q3) Your résumé emphasizes what you have done; your cover letter emphasizes what you can do for the employer.
A)True
B)False
Q4) The goal of preparing a persuasive résumé is to obtain an interview. A)True
B)False
Q5) A résumé that lists work history job by job, starting with the most recent position, has been prepared using the __________________ style.
Q6) You will need a(n) ________________ version of your résumé when you know a potential employer uses software to upload résumés into an electronic, searchable database.
Q7) The first reader of your résumé may be a computer. A)True B)False
Page 14
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Chapter 13: Interviews and Follow-Up
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Q1) Interviewers will likely want to know why you want this particular position with this organization.
A)True
B)False
Q2) _________________ interviews are meant to test a candidate's reactions to rapid-fire questions from many directions.
Q3) You can expect interviewers to ask questions about _________________ areas on your résumé.
Q4) Which strategy would likely be most effective in a job interview?
A)Ask questions politely throughout the interview if and when they come to mind.
B)Ask your own questions only when an interviewer specifically invites them.
C)Show your excitement about the job by asking many questions immediately.
D)Answer the interviewer's questions but refrain from asking your own.
Q5) If a question on a job application asks for the name of the position you desire, it's best to keep your options open by answering Anything or Open.
A)True
B)False
Q6) ______________ interviews occur when a company interviews several candidates at the same time.
Page 15
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