Introduction to Business Communication Question
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Course Introduction
Introduction to Business Communication explores the principles and practices essential for effective communication within business environments. This course covers key topics such as verbal and nonverbal communication, writing professional emails and reports, delivering presentations, and intercultural communication. Students will develop critical skills to convey ideas clearly, collaborate with diverse teams, and utilize modern communication technologies to enhance workplace efficiency. Emphasis is placed on real-world application, ethical considerations, and adapting messages for different audiences and contexts in todays dynamic business landscape.
Recommended Textbook
Business Communication 16th Edition by Carol Lehman
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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Sample Questions
Q1) Ramona wants a colleague in another building to read the final revision of the report they wrote collaboratively.She then wants it distributed throughout the plant to seven managers for their comments prior to its presentation in two days.What is the most efficient media to accomplish these two tasks?
A)Fax machine
B)Memorandums
C)email
D)Teleconferencing
Answer: C
Q2) A manager is faced with having to lay off some of his staff due to financial losses that the company has suffered.Which of the following channels of communication would be the LEAST effective method for sharing the news with employees,given the sensitive nature of the message?
A)A face-to-face meeting with each employee
B)A well-written, empathetic letter to each affected employee
C)A telephone call to each affected employee
D)Electronic mail to all affected employees
Answer: D
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Chapter 2: Focusing on Interpersonal and Group Communication
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Sample Questions
Q1) Supervisor Janet tells Juan,"Don't be late for work." Janet's probable metacommunication is
A)"I'm in charge here."
B)"You are frequently late for work and this is a warning."
C)"This is America, not Mexico."
D)"I know are doing your best to be on time."
Answer: B
Q2) Preeti is having a business lunch with Jose to discuss the downsizing of the manufacturing plant in South America.Preeti is expecting an important call on her cell phone during the lunch and answers her phone several times.Preeti is not listening attentively to Jose most likely because of the following listening problem:
A)Faking attention
B)Allowing disruptions
C)Overlistening
D)Stereotyping
Answer: B
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Chapter 3: Planning Spoken and Written Messages
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Sample Questions
Q1) Using bias-free language permits the receiver to focus on your message rather than raising serious questions about your sensitivity.
A)True
B)False
Answer: True
Q2) Which of the following statements is true of dysphemisms?
A)Dysphemisms are friendly references to a particular individual or group.
B)Dysphemisms direct attention to the real message and away from irrelevant emotional issues.
C)Some dysphemisms are common across regions, cultures, and occupations.
D)Dysphemisms can be complimentary if chosen carefully.
Answer: C
Q3) Because graphics are based on numeric data,distortion is not as likely as in text discussion.
A)True
B)False
Answer: False
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5
Chapter 4: Preparing Spoken and Written Messages
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Sample Questions
Q1) In the sentence "Even though your work was late,we completed the project on time," the negative information is in a de-emphasized position.
A)True
B)False
Q2) Explain how writing a document in Plain English increases its effectiveness.
Q3) Which of the following is NOT a technique for achieving coherence?
A)Repeat a word used in a preceding sentence.
B)Use a pronoun to represent a noun from the preceding sentence.
C)Use connecting words.
D)Use active voice.
Q4) Which of the following is NOT a technique for linking sentences?
A)Repeat a word used in a preceding sentence.
B)Use a pronoun representing a noun from the preceding sentence.
C)Use the passive voice.
D)Use connecting words.
Q5) Providing for coherence means
A)using writing techniques that provide conciseness.
B)using various techniques to link ideas together.
C)varying the length of sentences and paragraphs.
D)selecting words that indicate the communicator's wide vocabulary.
Page 6
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Chapter 5: Communicating Electronically
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Q1) Which of the following is NOT an acceptable situation for using email?
A)Providing all employees with information about the company's new computer system.
B)Evaluating the strengths and weaknesses of a current employee.
C)Sending product meeting notes to all meeting participants.
D)Thanking a client for his continued business.
Q2) When using instant messaging,spelling and grammar matter less than when using e-mail.
A)True
B)False
Q3) A manager is faced with having to lay off some of his staff due to financial losses that the company has suffered.Which of the following channels of communication would be MOST appropriate for sharing this news,given the sensitive nature of the message?
A)A well-written, empathetic letter
B)A face-to-face meeting with each employee
C)A phone call
D)An email message
Q4) What questions should you ask yourself in determining whether electronic communication is an appropriate message channel?
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Page 7
Chapter 6: Delivering Good and Neutral News Messages
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Q1) The three steps in the deductive strategy used for good- and neutral-news messages indicate the requirement for a three-paragraph document format.
A)True
B)False
Q2) Explain what is meant by resale and sales promotional material.How are they different from sales messages?
Q3) The steps for the deductive sequence approach for a good-news message are
A)begin with the details, state the main idea, and end on a friendly thought.
B)begin with the main idea, provide details and explanation, and end on a future-oriented closing thought.
C)start with a friendly thought, provide details, and end with the main idea.
D)none of the above
Q4) Using numbers when possible eliminates potential confusion with international audiences because dates and amounts are conveyed in the same way throughout the world.
A)True
B)False
Q5) Discuss the impact of culture in delivering good- and routine-news messages.
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Chapter 7: Delivering Bad-News Messages
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Q1) Which of the following is NOT recommended within the final sentence of a bad-news message?
A)Tactful restatement of the refusal
B)Sales promotional material
C)Some future aspect of the business relationship
D)An expression of willingness to assist in some other way
Q2) Using passive voice and complex sentences are effective ways to de-emphasize bad news.
A)True
B)False
Q3) In some circumstances,placing a refusal in the first sentence is justified.
A)True
B)False
Q4) Which of the following are FALSE when writing bad-news messages?
A)The writer should focus on the good rather than the bad.
B)The writer should present the negative ideas in positive terms when possible.
C)The writer should state what can be done rather than what cannot be done.
D)The writer should state the bad news early and reinforce it throughout the message.
Q5) List and explain three stylistic aspects of writing a bad-news statement.
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Chapter 8: Delivering Persuasive Messages
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Q1) Gabrielle writes a sales message in the AIDA approach.She should Announce her intention,Infer the central selling point,Deal with objections,and ask the reader to take Action.
A)True
B)False
Q2) Habitat for Humanity
A)has eliminated direct mailings to donors and uses only electronic communication. B)relies on donor gifts of time, talent, and money.
C)expects each donor to contribute both time and resources.
D)uses a single method to persuade donors to contribute.
Q3) Which of the following is FALSE about persuasive communication?
A)It is the ability to influence others to accept your point of view.
B)It often involves manipulating someone into taking the action favored by the communicator.
C)It involves the honest presentation of information.
D)It is the organized presentation of information on which a person can choose to act.
Q4) Explain how Maslow's need hierarchy can help you write a more effective persuasive message to the receiver.
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Page 10
Chapter 9: Understanding the Report Process and Research Methods
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Q1) The monthly financial statement that Sharecom Investments sends to its investors is an example of an analytical report.
A)True
B)False
Q2) Which of the following is NOT an error in data gathering?
A)Using samples that are too small
B)Administering the survey to a small group of the population before conducting the actual survey
C)Gathering too much information and then attempting to use all of it
D)All of the above are errors.
Q3) When explaining "limitations," the researcher is noting
A)his or her own weaknesses and those of the team.
B)why there is not enough time to do a thorough job.
C)constraints which the researcher has chosen to place on the research.
D)normal constraints placed on the research which are beyond the control of the researcher.
Q4) The main function of vertical reports is to contribute to management control.
A)True
B)False
Q5) Explain the benefits of conducting secondary research.
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Chapter 10: Managing Data and Using Graphics
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Sample Questions
Q1) Which of the following techniques would reduce the possibility that a reader or listener would be misled by a bar chart?
A)Begin the y-axis intervals at the lowest score or value to be reported.
B)Vary the intervals of the vertical scale (y-axis).
C)Use varying widths for the bars.
D)Use a break line to show that intervals have been omitted on the y-axis.
Q2) Explain why quantitative data from a research study must be condensed into a manageable size before you can interpret it.
Q3) Which of the following is correct concerning the design of pie charts?
A)Position the smallest slice or the slice to be emphasized beginning at the twelve o'clock position.
B)Working counterclockwise, place all slices in descending order of size.
C)Label only important slices with information about the quantity (percent, dollars, etc.) of each slice.
D)If you are unable to attractively place the appropriate labeling information beside each slice, use a legend to identify each slice by color or pattern.
Q4) What is meant by "common language?" How does common language help professionals manage quantities of data efficiently?
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Page 12
Chapter 11: Organizing and Preparing Reports and Proposals
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Q1) Which of the following is NOT true of the executive summary?
A)It provides an overview of the essential elements in an entire report.
B)It includes the table of contents.
C)It summarizes the recommendations.
D)It previews the major report divisions.
Q2) Which of the following descriptions is most valid,as it applies to accurate methods of analyzing data?
A)Judging data on the basis of personal consideration
B)Judging data on the basis of the evidence and soundness of research techniques
C)Judging data on the basis of the evidence and on the character and ability of the study's participants
D)Judging data on the basis of evidence and on personal opinions about the subject
E)Judging data on the basis of findings of similar studies
Q3) An abstract,or executive summary,summarizes the findings section of the formal report but does not mention the recommendation(s).
A)True
B)False
Q4) Discuss guidelines for the writing process when preparing a proposal.
Page 13
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Chapter 12: Designing and Delivering Business
Presentations
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Q1) An engineer would like to give an electronic presentation on his company's new security product to a client.The engineer would like to project a high-tech,classy,and simple image in his presentation.What color scheme would you recommend that he use?
A)Purple, gold, and black
B)Black, red, and yellow
C)Gray, blue, and white
D)Brown, tan, and off white
Q2) Which of the following is recommended during delivery of a presentation?
A)Watch the audience for feedback and make appropriate adjustments in the length and content of your speech.
B)Stay behind the lectern, rather than causing distraction by moving around.
C)Make eye contact with every person in the audience, even if only for a second.
D)Keep breathing shallow and regular through your nose and mouth.
Q3) Which of the following statements is true of the use of presentation visuals?
A)You should include on a visual everything you wish to say about a given point.
B)Too many visuals can overwhelm, bore, and tire the audience.
C)The most effective visual combines many fonts, colors, textures, and images.
D)You should focus your eye contact on the visual so your audience will do likewise.
Page 14
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Chapter 13: Preparing Résumés and Application Letters
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Q1) Describe the three versions of your resume that you will need to accommodate various employers' preferences for the presentation and delivery.
Q2) By sending unsolicited application letters,
A)you decrease the possibility of finding employers who have employment needs. B)you save on your copying and postage costs of job searching. C)you alert employers to needs not previously identified for someone with your abilities. D)you are able to be more specific in the opening paragraph.
Q3) An employer is likely to interpret a writing style or punctuation error on your résumé or letter of application as an indication that A)you pay little attention to detail and do your work hastily.
B)you have shortcomings in basic education.
C)you lack pride or respect.
D)all of the above are true.
Q4) List three ways to organize a résumé and describe when each résumé is appropriate.
Q5) Discuss five guidelines for producing a résumé for posting to YouTube.
Q6) List five sources for finding prospective employers; give one advantage and one disadvantage of each source.
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Chapter 14: Interviewing for a Job and Preparing
Employment Messages
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Sample Questions
Q1) Good preparation for an interview is to study your résumé,as the typical interview focuses on information contained in the applicant's résumé.
A)True
B)False
Q2) Although the team interview can certainly enhance the selection of the "right person" for the job,it can also create more stress for the interviewee.
A)True
B)False
Q3) Increasingly,companies are designing application forms to be tests of the applicant's written communication skills.
A)True
B)False
Q4) A recommended response to an illegal interview question is to refuse to answer and end the interview.
A)True
B)False
Q5) List five types of employment interviews and describe when each would be used.
Page 16
Q6) Discuss appropriate ways to respond to illegal interview questions.
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Chapter 15: Document Format and Layout Guide
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Q1) Which of the following is NOT a technique for making an email message easier to read?
A)Limit each message to one screen to minimize scrolling.
B)Use all capital letters for more impact.
C)Use quotation marks to emphasize a specific word or phrase.
D)Use short, unindented paragraphs.
Q2) Which is FALSE concerning the positioning of a letter?
A)Short letters of one or two paragraphs are centered on the page.
B)Longer letters begin 2 inches from the top of the page.
C)Side margins may be adjusted to improve appearance.
D)All of the above are true.
Q3) The letter address
A)precedes the dateline.
B)omits all personal and professional titles.
C)includes the writer's full address.
D)includes a courtesy or professional title of the recipient.
Q4) Describe the standard parts of a business letter.
Q5) Discuss the use of emoticons in business messages.
Q6) Explain the two common punctuation styles used in business letters.
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Q7) Describe two common business letter formats; include an advantage of each.
Chapter 16: Referencing Styles
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Q1) 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
Q2) Which of the following does NOT provide assistance when using APA referencing?
A)Publication Manual of the American Psychological Association
B)MLA Handbook for Writers of Research Papers
C)OWL website developed by Purdue
D)All of the above provide assistance.
Q3) Some word processing programs assist in the creation of reference pages.
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) Why can citing electronic sources be challenging? What is the best advice for citing electronic sources when you are unsure about the required format?
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Chapter 17: Language Review and Exercises
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Q1) The names of persons,cities,and specific holidays should be capitalized.
A)True
B)False
Q2) The placement of pronouns,adverbs,phrases,and clauses in a sentence is not critical to the meaning of the sentence.
A)True
B)False
Q3) Which of the following sentences is correct?
A)The term flame is online jargon for a heated, sarcastic, sometimes abusive message
B)The term "flame" is online jargon for a heated, sarcastic, sometimes abusive message.
C)The term flame is online jargon for a "heated, sarcastic, sometimes abusive message."
D)The term flame is online jargon for a "heated, sarcastic, sometimes abusive message"
Q4) The following sentence is grammatically incorrect: The news is good.
A)True
B)False
Q5) Explain how apostrophes are used to form possessives.
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19
Chapter 18: Extension Course Posttest
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Sample Questions
Q1) 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
Q2) A persuasive email message to promote pop-up blocker software has as its central selling point the protection of children from pornography.The central selling point should
A)only appear early in the message when the product is introduced.
B)only appear at the end of the message to reinforce the requested action.
C)be reinforced throughout the message.
D)be implied but not emphasized throughout the message.
Q3) Which of the following statements about employment interviews is FALSE?
A)Preparation for the interview includes researching the organization.
B)A self-analysis of your own strengths, weaknesses, accomplishments, and challenges should be undertaken prior to interviewing.
C)You should go to the interview prepared to both answer and ask questions.
D)Most questions asked in interviews can be answered from the résumé.
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Chapter 19: Extension Course Pretest
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Q1) Which of the following employment messages would most appropriately be written using an inductive approach?
A)A letter of application that accompanies your résumé
B)A thank-you message written after your interview
C)A job refusal letter written to decline a job offer
D)None of the above would use an inductive approach
Q2) To overcome receiver resistance to a persuasive appeal,the price typically should NOT be
A)mentioned early in the message.
B)delayed in the message until reader benefits have been established.
C)associated with benefit to the reader.
D)broken down into a small, insignificant amount such as price per day.
Q3) You must inform a job applicant that he was not selected for the position.Using a sentence such as "We will keep your application in our active file should another position become available for which you are qualified" illustrates a A)counterproposal.
B)bait and switch technique.
C)confirmation of priorities.
D)consideration of eligibility.
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Page 21