Human Resource Management Communication
Exam Questions
Course Introduction
Human Resource Management Communication explores the essential role that effective communication plays within human resources functions. The course delves into strategies for clear and ethical communication in the workplace, focusing on interactions between HR professionals, employees, and management. Topics include interviewing, onboarding, performance feedback, conflict resolution, policy dissemination, and change management. Students will develop practical skills in written, verbal, and non-verbal communication, as well as techniques for fostering a positive organizational culture and navigating sensitive HR issues. Emphasis is placed on real-world applications and the impact of communication on employee engagement and organizational success.
Recommended Textbook
Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
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Page 2
Chapter 1: Communication Foundations
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Sample Questions
Q1) An appropriate channel suits the communication purpose,the needs of the sender,the message and receiver.
A)True
B)False
Answer: True
Q2) Communication barriers are likely to lead to
A)harmonious relationships
B)misunderstanding
C)encoded communication
D)clear understanding of the messages
Answer: B
Q3) The receiver hears,reads or looks in order to encode the message.
A)True
B)False
Answer: False
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) Spending time on social media that is not related to work is an example of A)the inappropriate use of social media
B)common use of social media
C)appropriate use of social media
D)unusual use of social media
Answer: A
Q2) Disclosing any confidential information obtained as an employee is unethical behaviour.
A)True
B)False
Answer: True
Q3) Examples of social media approaches available to an organisation include
A)automated notifications
B)chat rooms
C)mobile phones
D)a.and b.
Answer: B
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Chapter 3: Interpersonal Communication
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Sample Questions
Q1) By paraphrasing,the listener simply repeats the information to the speaker.
A)True
B)False
Answer: False
Q2) A good listener is always willing to do more than listen.
A)True
B)False
Answer: True
Q3) Nonverbal behaviour
A)exists in a context
B)is independent of context
C)varies between context dependency and independency
D)is conveyed through choice of words
Answer: A
Q4) According to Forgas 1986,the most powerful and most common nonverbal signal is
A)eye contact
B)facial expression
C)hand gesture
D)stance
Answer: A
Page 5
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Chapter 4: Emotional Intelligence: Managing Self and Relationships
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Sample Questions
Q1) Increasing your self-esteem will increase your effectiveness at work.
A)True
B)False
Q2) Emotional intelligence includes the
A)capacity to perceive emotion,integrate it,understand it and manage it
B)ability to identify emotions in other people
C)ability of people to associate emotions with other mental sensations
D)understanding that comes from knowing those emotions that are similar or different
Q3) Self-concept is the mental picture others have of you.
A)True
B)False
Q4) Self-awareness is associated with
A)emotional awareness
B)others' assessment of us
C)capacity to communicate
D)our achievements
Q5) Explain how the interpersonal qualities of optimism,or being positive,and empathy contribute to social competence.Give examples as appropriate.
6
Q6) How can people become more self-aware and develop a more positive self-concept?
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Chapter 5: Negotiation and Conflict Management
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Sample Questions
Q1) Psychological barriers seldom arise in negotiation.
A)True
B)False
Q2) Why is reframing effective in managing conflict?
Q3) Negotiators engaged in interest-based bargaining
A)argue from positions of 'only what they want'
B)understand the need to deal with the person rather than the issue
C)implement the positional negotiation method
D)focus on the substance of the negotiation and the relationship
Q4) Submissive behaviour avoids conflict.
A)True
B)False
Q5) Discuss the role of mediation in resolving deep-rooted conflict,using examples.
Q6) The benefits of conflict management are the opportunity to clarify issues,generate new ideas and get feelings out in the open.
A)True
B)False
Q7) Staying alert to levels of conflict can help prevent a crisis from occurring.
A)True
B)False
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Chapter 6: Intercultural Communication
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Sample Questions
Q1) Failure to appreciate a religion's significance in a specific culture can increase one's perceived power.
A)True
B)False
Q2) Intercultural misunderstanding,tension and conflict is often generated by
A)acculturative thinking
B)enculturative behaviour
C)cultural relativism
D)ethnocentric behaviour
Q3) Awareness of language use and the meaning of words can prevent communication barriers because
A)in some cultures justification is put before the main point
B)in some cultures 'yes' may not mean 'yes'
C)language is dynamic and changes over time
D)all of the above
Q4) Nonverbal cues can be personal,cultural or universal.
A)True
B)False
Q5) What strategies might you implement in your organisation to promote intercultural communication competence?
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Chapter 7: Communication Across the Organisation
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Sample Questions
Q1) Discuss the impact of social media on organisational communication.In what ways is the use of social media effective,and what kinds of organisational networks would be facilitated through social media?
Q2) The matrix structure and reporting lines are designed to focus on the status of staff.
A)True
B)False
Q3) In which way is the culture of an organisation communicated and reinforced?
A)By unique terms and ways of using words
B)Through stories,material symbols,language and rituals
C)Through the history of the organisation
D)By attending the training classes of an organisation
Q4) While the direction of communication within an organisation affects the format and effectiveness of that communication,we must also consider the impact of the communication networks that are established.
A)True
B)False
Q5) What are the advantages and disadvantages of the informal organisational structure?
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Chapter 8: Leadership
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Sample Questions
Q1) The 'command-and-control leadership methods' of the 20th century are efficient in the changing technology world.
A)True
B)False
Q2) Formal mentoring
A)often emerges from relationships that form within the workplace
B)has flexible,open schedules
C)defines goals and has a mentoring action plan
D)all of the above
Q3) The Situational Leadership model classifies leader behaviour into two broad categories: relationship behaviour with leaders,and task behaviour with followers.
A)True
B)False
Q4) The fact that the leader has influence means that a leader does something to affect the performance of others and to produce results.
A)True
B)False
Q5) Discuss differences in the way leadership styles use power.
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Chapter 9: Team and Work Group Communication
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Sample Questions
Q1) The words 'team' and group' are mutually exclusive and not used interchangeably.
A)True
B)False
Q2) Ways of doing things imposed from the top down can be taken as a successful project in the theory of teams and groups.
A)True
B)False
Q3) Spreitzer,Cohen and Ledford's 1999 research found that
A)both coaching and mentoring of the team was necessary to enhance team effectiveness
B)employee involvement,work design and the characteristics of the team were related,and reinforced each other
C)at times team leader supervision was counter-productive to self-managing team effectiveness
D)higher levels of team success were usually predicated on the quality of team leader support available
Q4) Defensive roles are always destructive within a group.
A)True
B)False
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Chapter 10: Effective Meetings: Face-To-Face and Virtual
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Q1) Informal virtual meetings include visiting each other's facebook sites,tweeting and blogging.
A)True
B)False
Q2) The Agenda Bell,according to Tropman 1996,refers to
A)the timing device used to signal the passage to the next agenda item
B)the chronological placement of meeting agenda items according to their level of difficulty
C)the equal distribution of 'for' and 'against' discussion time on either side of a central axis that should be applicable to each agenda item
D)the level of focus and attention that attendees are able to maintain over the course of a meeting and where peak attention is at the middle of the meeting
Q3) Rectangular tables give power to the people around them.
A)True
B)False
Q4) Video and web conferencing is easy for non-experts to use.
A)True
B)False
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Chapter 11: Customer Service
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Sample Questions
Q1) Which phase\s of customer service influence\s the customer experience?
A)Search
B)Purchase
C)Consumption
D)After sales services
Q2) Most people who don't complain say the reason for lack of action is that they don't think it is worth the time and effort.
A)True
B)False
Q3) Co-destiny relationships are built when buyers,sellers,customers and providers partner in strategic alliances.
A)True
B)False
Q4) Customer complaints can be turned into goodwill and future business.
A)True
B)False
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.
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Chapter 12: Public Relations
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Sample Questions
Q1) Running an event specifically designed to attract media coverage is an example of using which public relations model?
A)Press Agentry\Publicity Model
B)Public Information Model
C)Two-way Asymmetrical Model
D)Two-way Symmetrical Model
Q2) Large organisations usually have a consistent image.
A)True
B)False
Q3) Organisations can take their time to assess an issue and decide the best way to respond.
A)True
B)False
Q4) Which is not a feature of the public relations role in an organisation?
A)Inform stakeholders about the organisation
B)Influence attitudes and behaviour
C)Promote interaction the with social and political environment
D)Promote products directly to consumers
Q5) Discuss the transition from an issue to a crisis,and the role public relations management plays in this.
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Chapter 13: Knowledge Management and Decision Making
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Sample Questions
Q1) The four useful decision-making and problem-solving techniques in knowledge management are
A)case-based reasoning,the nominal group technique,brainstorming and Dewey's reflective thinking process
B)knowledge structuring,knowledge-management enabling,knowledge sharing and social network analysis
C)capable leadership,knowledgeable staffing,use of technical tools and advanced strategies
D)communication techniques,assertiveness,self-knowledge and critical thinking
Q2) The key to information flows in knowledge management is technology.
A)True
B)False
Q3) What is central to knowledge management?
A)Predominantly tacit and explicit knowledge
B)The basic investment of the business
C)Technology and people
D)A qualified programmer
Q4) A community of practice provides an opportunity to reflect on practice.
A)True
B)False
Page 16
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Chapter 14: Researching and Processing Information
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Q1) Endnotes comprise supplementary material placed at the end of a chapter or article.
A)True
B)False
Q2) The design of any study is a crucial step which involves
A)determination of the methodological steps for the study analysis
B)responding to the questions of what,why,where,when,who and how in response to the study problem
C)finding the right technique for getting the answer to the problem being considered
D)creating a range of options as to how the study might be done
Q3) Public and university libraries do not usually have professional reference librarians who can assist researchers to use tools,to locate resources and to access online information.
A)True
B)False
Q4) Audiovisual and other services can be considered as primary research sources.
A)True
B)False
Q5) What is the purpose of research in the context of business communications?
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Chapter 15: Conducting Surveys and Questionnaires
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Q1) In a written report,a detailed explanation of the hypothesis is contained in the A)introduction
B)methods section
C)results section
D)conclusion
Q2) A questionnaire that requires respondents to consider aspects of the topic prior to providing more specific responses would order questions as per
A)a funnel sequence
B)an inverted funnel sequence
C)a ranked structure
D)an open-ended structure
Q3) Questions that focus on an issue first and then become general are found in A)a funnel sequence
B)an inverted funnel sequence
C)targeted questionnaires
D)general surveys
Q4) Discuss the factors that need to be considered when planning a questionnaire.
Q5) Open-ended questions are more difficult to categorise,analyse and code.
A)True
B)False
18
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Chapter 16: Critical Thinking,Argument,logic and Persuasion
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Sample Questions
Q1) A proposition is a claim upon which an argument is based or from which a conclusion is drawn.
A)True
B)False
Q2) Identify three techniques of persuasion.How do techniques of persuasion influence your academic writing? Describe the process of persuasion.What kinds of appeals are used in persuasive messages?
Q3) In research writing,those taken-for-granted and often unstated beliefs about the way we think are referred to as
A)reasoning or sampling errors
B)descriptive assumptions
C)prescriptive or value assumptions
D)fallacies and arguments
Q4) There is a tendency to over-generalise,particularly if data contradicts the researcher's premise,in
A)deductive logic
B)syllogisms
C)inductive logic
D)the premises
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Chapter 17: Communicating Through Visuals
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Q1) Tables are only used to present specific,precise data,facts and figures.
A)True
B)False
Q2) Plotting a graph refers to
A)thinking about where the graph will go on a page
B)plotting data points on a graph and joining them with a line
C)identifying relationships between points within the graph
D)plotting colour-coded data points on a graph
Q3) A flow chart could also be a cause-and-effect diagram.
A)True
B)False
Q4) The Australian Bureau of Statistics now uses dot charts instead of bar charts because
A)the eye picks up the value more quickly,making dot charts easier to interpret
B)dot charts are bigger than all other charts and are therefore easier to read
C)bar charts do not effectively highlight the main points
D)they received many complaints about the inaccuracy of bar charts
Q5) Discuss the ethical use of graphics.What factors need to be taken into account when selecting graphics to represent data?
Q6) Compare five major types of graphics.
Page 20
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Chapter 18: Oral Presentations and Public Speaking in the Professions
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Q1) The main purpose of briefings is
A)to guide the audience to the right track
B)to engage the audience in discussion
C)to analyse details of a new proposal at length
D)to instruct,inform or persuade the audience to act in a certain way
Q2) People are more likely to remember communication that is encoded in a written message.
A)True
B)False
Q3) Using gestures when speaking can be effective in managing your nerves.
A)True
B)False
Q4) Anxiety is best reduced by
A)thorough preparation,knowledge of subject matter and positive self-talk
B)deep breathing,smiling and chatting with audience members seated nearby
C)checking equipment and reminding yourself that audiences are appreciative
D)moving around during the talk,using gestures and being at ease with your body
Q5) A podcast can only exist in digital form.
A)True
B)False
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Chapter 19: Writing for the Professions
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Q1) The feature of good writing is that it communicates clearly to the other person what is happening in real life.
A)True B)False
Q2) Because technical terms can be useful for informed people but make uninformed people feel nervous,they A)need to be deleted from plain English B)should be used as often as possible C)should be clearly explained at the beginning of the writing D)need to be used appropriately
Q3) What is the 'you' approach in writing? What is its purpose? Why is it important to use inclusive language in business writing?
Q4) The use of the passive voice has an important role to play A)when we wish to communicate in a sonorous fashion B)when counterbalancing excesses of active voice in a document C)when wishing to be diplomatic or avoiding laying blame D)all of the above
Q5) Describe two techniques that help to organise information into a paragraph.Identify three techniques that can be used to emphasise a point.
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Chapter 20: Writing Correspondence,Emails and Short Reports
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Sample Questions
Q1) It is acceptable to write the date ase.g.10\8\15.
A)True
B)False
Q2) How can cultural differences impact on a written message? Give examples.
Q3) A memo is
A)the standard format of communication within an organisation
B)the standard format of communication within and outside an organisation
C)the formal communication mode within an organisation
D)the formal communication mode within and outside an organisation
Q4) Email lists are effective when wanting to distribute information as one-way flow of communication.
A)True
B)False
Q5) The complimentary close in a business letter should match
A)the form of address used in the salutation
B)the reader's expectations of a business letter
C)the needs of the writer to make a strong point
D)none of the above
23
Q6) What are the features of full block layout for a letter? What are the advantages of full block layout?
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Chapter 21: Writing Long Reports
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Sample Questions
Q1) The recommendation section should begin with an interrogative.
A)True
B)False
Q2) Explain this statement: 'A long report's conclusions are more than a summary.' What is the difference between a long report's synopsis and its conclusion? How are recommendations presented? What are the differences between a long report's conclusions and its recommendations?
Q3) Even though writers and readers are referring to the same document,each has different needs.Which of the following is a need of the reader?
A)To determine the purpose and scope of the report
B)To analyse the information in the report
C)To explain the limitations of the report
D)To determine to which purpose the long report's findings will be put
Q4) A reference list contains all the sources of information referred to in the report and recommended readings.
A)True
B)False
Q5) Discuss two ways in which you can sequence the introduction,body,conclusion and recommendations in a long report.
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Chapter 22: Writing for the Web
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Sample Questions
Q1) Writers don't have to ask for permission to link to another blog.
A)True
B)False
Q2) Design and content should be considered separately when creating web-based documents.
A)True
B)False
Q3) Social bookmarking is useful because it promotes links within an organisation.
A)True
B)False
Q4) Standards for Australian Government websites require which of the following information?
A)Home,About,Contact Us,Search,Privacy Statement,Copyright Notice,Disclaimer
B)Home,About Us,Contact,Copyright,Organisational Profile
C)Home,About Us,Contact,Privacy Statement,Organisational Profile
D)Home,About Us,Contact,Copyright,Policies,Privacy Statement
Q5) List the ways in which you could strengthen the profile of your organisation's website,or blog,based on concepts discussed in Chapter 22.
Q6) Why is using the inverted pyramid appropriate for web writing?
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Q7) What are the features of a credible website,and why is credibility so important?
Chapter 23: Writing Reflective Journals
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Q1) Client names can be used in a reflective journal.
A)True
B)False
Q2) Structured reflection on experience leads to self-discovery.
A)True
B)False
Q3) It is best to record entries as close as possible to an event because they are more likely to be
A)accurate
B)detailed
C)honestly evaluated
D)memorable
Q4) Particular thoughts should not dominate your mind when you are writing an academic journal.
A)True
B)False
Q5) Good journal entries are judgemental and non-specific.
A)True
B)False
Q6) What makes a 'good reflective journal entry'?
Page 27
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Chapter 24: Academic Writing
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Sample Questions
Q1) Academic writers
A)do not generally read and evaluate what others have said
B)do not generally seek to understand the main arguments being put forward
C)use their knowledge,insight and experiences fully in their writings
D)do not analyse ideas to verify or critique the existing body of knowledge
Q2) "However,the better approach would be to " is an example of
A)argument
B)a linking device
C)transitional expression
D)cause and effect
Q3) Transitional expressions connect ideas across the writing.
A)True
B)False
Q4) 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
Q5) What are the signs that could indicate a writer is using 'weak-sense' critical thinking to defend their current beliefs?
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Chapter 25: The Job Search, Résumés and Interviews
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Q1) The main feature of the targeted résumé is that you focus on your skills and capabilities rather than your history.
A)True
B)False
Q2) The employment interview is really
A)an opportunity to find the most compliant applicant for the job
B)a question and answer session to find the best applicant for the job
C)a chance to convince the employer that you know and can do everything
D)an intensive interrogation to get rid of weaklings
Q3) A key component in the marketing process is a powerful referee.
A)True
B)False
Q4) Use synonyms wherever possible to increase your number of hits.
A)True
B)False
Q5) The letter of application should contain
A)three main parts
B)four main parts
C)five main parts
D)as many as ten main parts
29
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