Introduction to Business Communication Final Exam
Course Introduction
Introduction to Business Communication explores the foundational principles and practices of effective communication within business contexts. The course covers topics such as verbal and non-verbal communication, business writing, presentation skills, team collaboration, and the use of digital communication tools. Students will learn how to tailor messages for different audiences, construct clear and persuasive emails, reports, and proposals, and develop interpersonal skills crucial for professional environments. Emphasis is placed on understanding cultural diversity, ethical considerations, and the impact of communication on organizational success. Through practical exercises and real-world scenarios, students will improve their ability to communicate confidently and professionally in various business situations.
Recommended Textbook
Interpersonal Skills in Organizations 4th Edition by Suzanne de Janasz
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Chapter 1: Journey Into Self-Awareness
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Q1) _____ means interpreting information for meaning and accuracy,and discarding information that is threatening or not relevant.
A) Stereotyping
B) Streamlining
C) Selective perception
D) Projection
Answer: C
Q2) Which of the following statement pertaining to personality is incorrect?
A) All aspects of our personality are believed to be a result of nature.
B) Personality traits are enduring characteristics.
C) Personality traits describe an individual's attitude and behavior.
D) Agreeableness,aggression,and dominance are examples of personality traits.
Answer: A
Q3) _____ describes the process by which individuals gather sensory information and assign meaning to it.
A) Personality
B) Perception
C) Attitude
D) Value system
Answer: B
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Chapter 2: Self-Disclosure and Trust
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Q1) Which of the following relates to your ability to honestly disclose and share your thoughts,beliefs,and feelings?
A) Integrity
B) Competence
C) Loyalty
D) Consistency
Answer: A
Q2) Jake has a nervous habit of wiggling his foot during meetings when he is feeling stressed.This habit,unknown to him but known to others would fall in the _____ area of the Johari Window.
A) blind
B) hidden
C) open
D) unknown
Answer: A
Q3) The development of trust in relationships is not affected by attribution theory.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Establishing Goals Consistent With Your Values and Ethics
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Q1) Which ethics test is based on the question: "Am I thinking this action or decision is right just because someone with appropriate authority or knowledge says it is right?"
A) The test of light of day
B) The test of the purified idea
C) The test of one's best self
D) The test of common sense
Answer: B
Q2) An ethics test usually does not provide one "correct" answer.
A)True
B)False
Answer: True
Q3) Systematically setting goals provides balance and perspective to your decisions about how to allocate your time and resources.This is a _____ benefit covered under the goal setting process.
A) esteem
B) purpose
C) motivation
D) productivity
Answer: D
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Chapter 4: Self-Management
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Q1) Quadrant 2 in the time management matrix highlights events which are not important but urgent.
A)True
B)False
Q2) Develop a strategy or plan to make yourself more efficient in using your time to achieve your objectives.
Q3) In context to the strategies for managing stress,which of the following involves engaging our ability to recall a special place or memory and invite the same positive feelings or sensations to return?
A) Progressive muscle relaxation
B) Visualization
C) Guided imagery
D) Mindfulness based stress reduction
Q4) Dealing with interruptions such as answering the telephone,would fall under which of the following quadrants in the time management matrix?
A) Quadrant 4
B) Quadrant 1
C) Quadrant 3
D) Quadrant 2
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Chapter 5: Understanding and Working With Diverse Others
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Q1) In general,which of the following is true regarding gender communication styles?
A) Women are perceived to be very clear when giving instructions.
B) Men use communication to assert status and request action.
C) Men tend to be indirect,vague,and apologetic when they speak.
D) Women tend to use direct,succinct language.
Q2) Which of the following will help minimize miscommunications with diverse others?
A) Concentrate more on the messenger than the message
B) Use words that are inclusive rather than exclusive
C) Use adjectives that imply the individual is an exception
D) Avoid asking questions when someone uses a different first language
Q3) Resenting minorities for owning the best homes in an exclusive neighborhood is an example of ____.
A) backlash
B) blaming the victim
C) harassment
D) ethnicity
Q4) Diverse teams are less likely to be best matched with tasks involving innovation and exploration of new opportunities.
A)True
B)False
Page 7
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Chapter 6: Listening and Nonverbal Communication
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Q1) Paraverbal communication cues include communication aspects such as facial expressions,eye blinks,eye contact,gaze aversion,and nodding.
A)True
B)False
Q2) Sara is usually preoccupied with immediate tasks and seldom has the time to devote to her employees' concerns,individually.Eric,her employee,who is accustomed to not being heard by Sara,does not bother to inform her about the difficulties he is facing in dealing with a new account.As a result of this,his productivity suffers.This kind of reaction from Eric,where he withholds information,expecting it wouldn't be attended to anyway,is a result of:
A) selective memory.
B) selective expectation.
C) inadequate background information.
D) physiological limitations.
Q3) As an active listener,being empathetic means that you:
A) acknowledge the other person's feelings.
B) crack jokes and make light of the situation.
C) use direct eye contact with the speaker.
D) rehearse your response.
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Chapter 7: Communicating Effectively
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Q1) People process information differently and have varying learning styles.Individuals who ask questions and get full background information before processing what others are saying are ____.
A) kinesthetic
B) didactic
C) visual
D) auditory
Q2) In the communication process,form is more important than substance.
A)True
B)False
Q3) Which of the following is an organizational barrier to effective communication?
A) Perceptions
B) Media selection
C) Inconsistent verbal/nonverbal cues
D) Time pressure
Q4) Feedback,channel,medium,and destination of language are the four factors used in evaluating the richness of information in any media.
A)True
B)False
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Chapter 8: Persuading Individuals and Audiences
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Q1) Asking someone to agree to a costly proposal but being ready to present a lower-cost alternative best describes which method of using the reciprocity/obligation rule?
A) Practice giving regularly and genuinely
B) Use the rejection-then-retreat approach
C) Give information,support,concessions,even gifts and give first
D) Share testimonials of similar others and experts
Q2) The degree to which an action or idea leads to a desirable state or outcome is the definition of:
A) appropriateness.
B) effectiveness.
C) efficiency.
D) consistency.
Q3) When Isaac demonstrates that he is reliable,humble and conscientious,he is displaying the _____ characteristic of credibility.
A) expertise
B) trustworthiness
C) composure
D) reciprocity
Q4) Describe the six components in the process of persuasion.
Page 10
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Chapter 9: Negotiation
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Q1) The _____ strategy is considered when preparing for and in the thick of the negotiation.This strategy relies on the adage "practice makes perfect."
A) scripting
B) framing
C) managing
D) controlling
Q2) Verdicts resulting from _____ often result in one party being victorious or both parties compromising so severely that the final agreement is perceived as losing by both parties.
A) negotiation
B) lawsuit
C) arbitration
D) bargaining
Q3) Which of the following negotiation strategy makes use of agendas,questions,and summarizing techniques?
A) Managing
B) Scripting
C) Bargaining
D) Framing
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Chapter 10: Building Teams and Work Groups
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Q1) In the storming stage,_________.
A) teams may disband permanently or take a temporary break
B) the group members will not know each other and even if they do,there is a feeling of uncertainty and tentativeness
C) members feel part of a working team and a sense of relief that everything will work out
D) feelings emerge such as resistance to the task or approach being taken by the group
Q2) Which of the following,if followed by a manager,is likely to yield good results?
A) Keeping the common goal in the forefront
B) Focusing on strengths and never admitting the weaknesses
C) Emphasizing individual credit of team members
D) Calling all the shots and directing others to follow
Q3) A team member can become distracted by a work or personal problem that prevents him/her from following through on commitments made to the team.This team member is best described as a(n):
A) absentee member.
B) social loafer.
C) procrastinator.
D) arbitrator.
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Page 12
Chapter 11: Managing Conflict
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Q1) Ken and Tim realize that in order to resolve their conflict,it is better if they each get some of what they want instead of nothing.Ken and Tim are managing their conflict using the _____ strategy.
A) competing
B) compromising
C) accommodation
D) collaboration
Q2) Providing employees with sufficient information can help to reduce potential conflicts.
A)True
B)False
Q3) In which of the following situations can we threaten to and/or bring in a third party?
A) If issues are less consequential or problematic than at first believed
B) If we have issues that would be better dealt with via the reinforcement technique of "extinction"
C) If there are multiple satisfactory solutions
D) If one of the parties seems to be stubbornly refusing to compromise
Q4) When is conflict viewed as constructive and positive?
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Page 13
Chapter 12: Achieving Business Results Through Effective Meetings
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Q1) Evaluation and closing remarks are often missed in meetings which could have a negative impact on future meetings.
A)True
B)False
Q2) Which of the following is true of information sharing meetings?
A) These meetings require more time than decision-making meetings.
B) The purpose of these meetings is to solve problems or make decisions.
C) These meetings are helpful in sharing critical information with members.
D) In these meetings members report on group or individual progress.
Q3) In an information dissemination meeting:
A) critical information is shared with members.
B) employees are assembled to solve a problem or make a decision.
C) managers share recognition for a job well done.
D) awards are given and announcements made.
Q4) List and explain the four general types of meetings.
Q5) In terms of company "troublemakers",which of the following statements is true?
A) They have a knack of turning every issue into a power struggle.
B) They should be included in meetings,regardless of any problems.
C) Their perspective is not valuable.
D) The managers should avoid meeting with these individuals completely.
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Chapter 13: Facilitating Team Success
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Q1) What are the key facilitative prevention strategies?
Q2) A facilitator,when asks the team if they thought about using the latest projections,exhibits the use of:
A) leading questions.
B) group memory.
C) body language.
D) a reality check.
Q3) A facilitator suggests that the team can try both approaches and asks them to choose the one to try first.This illustrates the facilitative approach of:
A) avoiding process battles.
B) enforcing process agreements.
C) playing dumb.
D) checking for agreement.
Q4) Facilitators can use ____,when the team has too narrow a focus and they want to gently guide them into another direction.
A) justifying questions
B) leading questions
C) hypothetical questions
D) reality check
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Chapter 14: Making Decisions and Solving Problems
Creatively
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Q1) Russ,a manager at Tech Co. ,is involved in evaluating a solution against a standard of acceptability.He is at the verification stage of creative problem solving.
A)True
B)False
Q2) Michael is planning on using brainstorming in his next team meeting to generate new ideas for expanding a product line.In using brainstorming effectively,Michael should: A) articulate the theme.
B) allow for unlimited time.
C) keep the identity of all idea contributors confidential.
D) remember that quality is more important than quantity.
Q3) Lacking the information needed to make a good decision can hinder the decision making process.
A)True
B)False
Q4) A person will be more effective at decision making if he/she is able to translate,assimilate and activate available information.
A)True
B)False
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Chapter 15: Effective and Ethical Use of Power and Influence
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Q1) Which politicking strategy involves gaining support for a position from others?
A) Reciprocation
B) Rationality
C) Ingratiation
D) Coalition building
Q2) When Nicholas told his department they would be able to leave early for the holiday if they completed the budget reports,he was relying on which power base to motivate his employees?
A) Referent
B) Coercive
C) Expert
D) Reward
Q3) Considering your current organization (work or association),examine the three dimensions that should be taken into account in order to determine the appropriate level of politicking for your current situation.
Q4) _____ power is considered an informal power base.
A) Legitimate
B) Coercive
C) Expert
D) Reward
Page 17
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Chapter 16: Networking and Mentoring
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Q1) Anne will be more effective at networking if she can reach her goals without any special help from others.
A)True
B)False
Q2) The concept of "six degrees if separation" implies that as a result of effective networking most of us end up having one in every six individuals in our secondary network.
A)True
B)False
Q3) Define the characteristics of effective mentors.
Q4) Sally is working at building personal and professional relationships so she will have a chain of information and contacts to help support her new accounting practice.Sally is using which interpersonal skill?
A) Empowerment
B) Networking
C) Coaching
D) Mentoring
Q5) What are the different barriers to networking?
Q6) Discuss how to develop an appropriate mindset for networking.
Page 18
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Chapter 17: Coaching and Providing Feedback for Improved Performance
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Q1) Arthur has been having many difficulties with his team.As manager,Donna asked Arthur his perspective regarding solutions to the problems with his team.By asking questions,Donna was trying to make the feedback effective by ensuring it was:
A) documentable.
B) frequent.
C) interactive.
D) timely.
Q2) The ability to provide effective feedback is more important for organizations than for individuals.
A)True
B)False
Q3) As a coach it is more important for Marian to be able to give negative feedback rather than positive feedback.
A)True
B)False
Q4) The need for counseling stems from attitudes,defensiveness and other emotional problems.
A)True
B)False
Page 19
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Chapter 18: Leading and Empowering Self and Others
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Q1) Rainbow Painters is considering a production line approach to empower its employees.The production line approach will be appropriate for this company if:
A) its employees need to generate ideas and process solutions.
B) tasks are more standardized and routine.
C) a longer-term,one-on-one customer relationship is most important.
D) the work environment is highly dynamic.
Q2) All of the following are contributing factors in effectively delegating tasks,EXCEPT: A) dual accountability.
B) establishing controls.
C) only accepting finished work.
D) assessing skills.
Q3) In being an effective leader,Kyle must:
A) not consider himself a part of the group.
B) dictate direction.
C) avoid challenging the rules.
D) find ways to reward individuals and groups.
Q4) Discuss the guidelines for implementing and improving empowerment.
Q5) What is leadership? Explain the effective characteristics of a "leader".
Q6) Explain some of the steps leading to self-empowerment.
Page 20
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Chapter 19: Project Management
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Q1) Harvey's team is developing standards in order to measure success and clarify who will be evaluating the results.They are in the stage of:
A) identifying and obtaining resources.
B) determining how project results will be appraised.
C) debriefing and evaluating project performance.
D) establishing checkpoints.
Q2) Which of the following is the first step in managing projects?
A) Determining participants and stakeholders
B) Defining project objectives and scope
C) Establishing checkpoints
D) Identifying and obtaining necessary resources
Q3) It is best to try and make up,budget or buy time later in a project rather than during the early stages.
A)True
B)False
Q4) Development is more crucial than implementation for the success of a plan.
A)True
B)False
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