Interpersonal Communication in Business Final Test Solutions
Course Introduction
Interpersonal Communication in Business explores the principles and practices of effective communication within professional environments. The course examines verbal and nonverbal communication, listening skills, conflict resolution, and the impact of cultural differences in the workplace. Students develop strategies for building strong working relationships, navigating difficult conversations, and fostering teamwork. Emphasis is placed on the application of interpersonal communication theories to real-world business scenarios through case studies, role-playing, and collaborative projects. By the end of the course, students gain practical skills necessary to enhance collaboration, resolve conflicts, and succeed in diverse business settings.
Recommended Textbook
Business Communication Developing Leaders for a Networked World 1st Edition by Peter Cardon
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16 Chapters
1289 Verified Questions
1289 Flashcards
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Chapter 1: Establishing Credibility
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54 Verified Questions
54 Flashcards
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Sample Questions
Q1) Tess is the general manager of Choc-a-block, an international sweet manufacturing company.She wishes to give one of her managers the "Employee of the Year" award and one of her teams the "Stars of the Year" award.Which of the following managers should she choose if she is looking for the employee with the highest level of competence?
A)Jack, who adheres to high moral and ethical values
B)Dora, who has a me-oriented communication style
C)Maria, who focuses on action and emphasizes results
D)Peggy, who works independently of the interests of stakeholders
E)Terry, who seeks passive roles in the organization
Answer: C
Q2) A sense of _____ involves a feeling of duty to other employees and customers.
A)opportunity
B)individuality
C)accountability
D)culture
E)application
Answer: C
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Chapter 2: Interpersonal Communication and Emotional Intelligence
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79 Verified Questions
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Sample Questions
Q1) Sensers are pragmatic and results-oriented.
A)True
B)False
Answer: True
Q2) Team communication differs from networked communication in that networked communication:
A)occurs among people who know one another.
B)typically occurs in the context of formally created teams or units.
C)allows groups to form and disband more informally and loosely.
D)is the most basic one-to-one communication that involves just a few individuals about work matters.
E)is always accomplished with the help of texting.
Answer: C
Q3) All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences.
A)True
B)False
Answer: True
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Chapter 3: Team Communication and Difficult
Conversations
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) People with judger mind-sets:
A)are open to finding common ground during conflicts.
B)ascribe negative traits to others and label them in undesirable terms.
C)empathize with other people easily.
D)prefer to react only after they've heard other people out fully.
E)view disagreements as healthy and normal.
Answer: B
Q2) In what way can giving advice become a barrier to effective listening?
Answer: In leadership roles, your job is often to tell others what to do and how to do it. Also, many of your bosses and colleagues will give you advice. Giving advice to others in a competitive work environment is inevitable and often desirable. However, during conversations, premature or heavy-handed advice can abruptly end dialogue and result in resistance. When you provide advice too soon, you give the impression of wanting to end the conversation. When you provide excessive advice, you challenge the autonomy and decision making of others and make them feel micromanaged.
Q3) Rapport-building questions reflect a judger mind-set.
A)True
B)False
Answer: False
Page 5
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Chapter 4: Global Communication and Diversity
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Sample Questions
Q1) In hierarchical cultures, decision making is decentralized.
A)True
B)False
Q2) Which of the following statements about high-performance societies is true?
A)High-performance societies emphasize results more than relationships.
B)High-performance societies view feedback as judgmental and uncomfortable.
C)High-performance societies value expressions of loyalty and sympathy.
D)High-performance societies display a relaxed view of time.
E)High-performance societies consider financial incentives to be inappropriate motivators.
Q3) _____ refers to how cultures socialize members to feel in novel, surprising, or extraordinary situations.
A)Collectivism
B)Humane orientation
C)Uncertainty avoidance
D)Egalitarianism
E)Individualism
Q4) Why are stereotypes formed? Do stereotypes serve any useful purpose?
Q5) What is the difference between egalitarian and hierarchical cultures?
Q6) Which cultural dimension changes most rapidly?
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Chapter 5: Creating Effective Business Messages
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78 Verified Questions
78 Flashcards
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Sample Questions
Q1) Enduring beliefs and ideals that individuals hold are referred to as:
A)archetypes.
B)biases.
C)values.
D)prototypes.
E)prejudices.
Q2) In the context of dealing with business problems, which of the following should ideally be the first step?
A)Analyzing the business problem
B)Clarifying business objectives
C)Formulating an alternative business plan
D)Identifying the business problem
E)Acquiring data about the business problem
Q3) In the context of the planning process for effective business messages, priorities of the targeted audience typically:
A)should not be considered as they tend to fluctuate.
B)tend to shift less often than values.
C)involve assigning importance to things, such as projects, goals, and tasks.
D)refer to enduring beliefs and ideals that individuals hold.
E)remain constant for each individual.
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Chapter 6: Improving Readability With Style and Design
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Sample Questions
Q1) In order to ensure the completeness of a business message, one should:
A)be specific.
B)avoid using the other-oriented tone.
C)exaggerate facts.
D)skillfully slant facts.
E)use the "me-first" attitude.
Q2) Which of the following is most likely to have a positive impact on your readers' perceptions of your credibility?
A)Using unsupported generalizations
B)Being specific
C)Slanting facts
D)Exaggerating facts
E)Using wordy prepositional phrases
Q3) Typically, paragraphs in a business message should contain:
A)100-150 words.
B)40-80 words.
C)150-200 words.
D)200-300 words.
E)80-100 words.
Q4) Why is it necessary to ensure that business messages are accurate?
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Chapter 7: Email and Other Traditional Tools for Business Communication
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107 Verified Questions
107 Flashcards
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Sample Questions
Q1) Explain how e-interruptions affect productivity.
Q2) The line between what you believe is private use of social media and your role as an employee can be murky.
A)True
B)False
Q3) Humor and sarcasm, too, can be misinterpreted in digital communications, even among close colleagues.
A)True
B)False
Q4) Coco-Cola has a set of _____ principles that serve as guidelines for their employees on how to conduct themselves online.
A)fifteen
B)seven
C)five
D)ten
E)twelve
Q5) State the guidelines that can be followed to stay responsive to others but allow you to focus enough to achieve peak performance?
Q6) What is the importance of managing your online reputation?
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Chapter 8: Social Media for Business Communication
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Sample Questions
Q1) To prevent employees and customers from ignoring announcements, the subject line must be specific and must create interest.
A)True
B)False
Q2) Business professionals who are high in emotional intelligence notice how their actions impact others.
A)True
B)False
Q3) Which of the following is most likely to be a component of appreciation messages?
A)Gaining attention
B)Providing rationale
C)Including a call to action
D)Stating goals
E)Mentioning solutions
Q4) Describe the three central components to setting expectations.
Q5) The foremost requirement of any expression of sympathy is that it be sincere.
A)True
B)False
Q6) Describe the importance of setting expectations.
Page 10
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Chapter 9: Routine Business Messages
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Sample Questions
Q1) In which of the following cases the use of an impersonal voice is most likely to be appropriate?
A)In internal persuasive messages to emphasize shared work goals
B)In external persuasive messages to emphasize reader benefits
C)In internal persuasive messages to deemphasize self-centeredness
D)In persuasive messages to emphasize objectivity
E)In external persuasive messages to depersonalize the message
Q2) Compared to you-voice, we-voice is more effective in external persuasive messages to customers and clients.
A)True
B)False
Q3) Explain the AIDA approach to developing mass sales messages.
Q4) Price is one of the least common sales themes.
A)True
B)False
Q5) Discuss the importance of reason and emotion in persuasive messages.
Q6) Mass sales messages in the form of emails have high success rates.
A)True
B)False
Q7) Describe the AIM planning process for persuasive messages.
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Chapter 10: Persuasive Messages
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Sample Questions
Q1) Ryan, the owner of Home Value supermarket chain, wants to terminate a contract with a supplier.During the tenure of the contract, Ryan had interacted with the representatives of the supplier mainly over the phone or email.Which of the following will be interpreted by the supplier as a less-than-straightforward way of saying no and ending the working relationship?
A)Ryan takes the supplier representatives out for lunch and thanks them for being such great friends.
B)Ryan ensures that his written message leaves the door open to future business.
C)Ryan provides rationale for his decision so that the supplier company can improve its competitiveness by focusing on its weaknesses.
D)Ryan keeps the written message short, but ensures to include a neutral subject line as buffer.
E)Ryan uses an indirect message structure to convey the bad news instead of a direct structure.
Q2) If you gather as much information as you can from a variety of sources, then you are less likely to make objective judgments and propose fair solutions.
A)True
B)False
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Page 12
Chapter 11: Bad-News Messages
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Sample Questions
Q1) Since PR messages are often extremely consequential, and your company's reputation is on the line, you need to carefully review what you've written.
A)True
B)False
Q2) What does a company do during the response stage of handling a crisis?
Q3) Which of the following is true of responding to rumors?
A)Negative rumors contain no truth and can be denied instantly without any further investigation.
B)An effective and fair response requires minimal facts.
C)A quick response can make up for lack of facts.
D)Heavy-handedness needs to be avoided in rebuttals.
E)Rumors die out as quick as they emerge, so it isn't necessary to respond to them.
Q4) What is the importance of credible relationships in creating PR messages?
Q5) Always respond to negative feedback defensively.
A)True
B)False
Q6) What are the disadvantages of using social media for PR?
Q7) How would you apply the FAIR test to PR messages?
Page 13
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Chapter 12: Research and Business Proposals and Planning
for Business Reports
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Sample Questions
Q1) Nathan has been asked by his boss to present a business report on "consumer shopping habits" in three days' time.Due to the time constraint, his boss wants him to use secondary research.In this situation, which of the following should be done by Nathan?
A)Nathan should arrange for focus group discussions and interviews.
B)Nathan should survey consumers through online questionnaires.
C)Nathan should interview consumers over the phone.
D)Nathan should use the data published in business journals and reports.
E)Nathan should hire a consultant to conduct a survey research.
Q2) Rachael, a marketing assistant at Blue Pearl Resort, is preparing a questionnaire that will help her understand the resort's customers better.She wants to use only closed questions in her survey.Which of the following is a closed question that Rachael can use?
A)How would you describe your experience at Blue Pearl?
B)What would your suggestions be to improve our customer service?
C)On a scale of one to five, how would you rate your level of satisfaction at Blue Pearl?
D)What would be your idea of a perfect holiday in a five-star resort?
E)What factors influence you while choosing a resort?
Q3) How do charts differ from tables?
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Page 14
Chapter 13: Completing Business Proposals and Business Reports
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Sample Questions
Q1) Nearly all reports, especially those that are more than a few pages long, contain a bibliography at the beginning.
A)True
B)False
Q2) _____ involves using your own words to express the meaning of the original speaker or writer.
A)Paraphrasing
B)Social referencing
C)Satisficing
D)Direct quotation
E)Social loafing
Q3) How can you avoid plagiarism on a documentwide level?
Q4) Research-based reports are generally commissioned for high-stakes decisions.
A)True
B)False
Q5) Generally, the formal reports that are submitted to external decision makers do not include a cover page.
A)True
B)False
Q6) What role do headings and preview statements play in a report? Page 15
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Page 16
Chapter 14: Planning Presentations
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80 Verified Questions
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Sample Questions
Q1) While reviewing your presentation, it is important to seek feedback from colleagues and clients before and after your presentations.
A)True
B)False
Q2) The _____ of a presentation should include an attention-getter, a positioning statement, and an overview.
A)view
B)body
C)preview
D)conclusion
E)review
Q3) Audience members with which of the following communicator styles will appreciate your ability to discuss business relationships-such as benefits to work teams and colleagues and loyalty to customers and clients?
A)Thinkers
B)Accommodators
C)Intuitors
D)Feelers
E)Sensors
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Page 17
Chapter 15: Delivering Presentations
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Sample Questions
Q1) What are the three levels of attire for business professionals?
Q2) You should use your presentation to show your thorough understanding of a business issue but avoid displaying openness.
A)True
B)False
Q3) While making a presentation, it is important to face your audience.
A)True
B)False
Q4) Which of the following techniques helps you make your speech about people during a presentation?
A)Reading from your slides and letting the audience interpret them
B)Introducing colleagues and referring to them by name during your presentation
C)Engaging in frequent name-dropping
D)Using a lot of "I" statements
E)Avoiding using the names of people present in your audience
Q5) How do good speakers interact with the audience?
Q6) Avoid eye contact with audience members while presenting as you can get distracted.
A)True
B)False
Page 18
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Chapter 16: Employment Communications
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Sample Questions
Q1) Focusing on ease of processing and consistency is important while formatting a résumé.
A)True
B)False
Q2) _____ are skills and knowledge that can be applied to accomplishing work tasks.
A)Attributes
B)Abilities
C)Instincts
D)Traits
E)Characteristics
Q3) Why should you send a note of appreciation following an interview?
A)To demonstrate your grasp of social etiquette
B)To flatter your employer in the hope of getting the job
C)To increase your chances of getting your expected salary
D)To show your potential employer that you are desperate to get the job
E)To express goodwill and confirm your interest in the position
Q4) During job interviews, telling stories about your successes can diminish your chances of getting selected.
A)True
B)False
Page 19
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