Management Communication Exam Preparation Guide
Course Introduction
Management Communication explores the essential principles and practices of effective communication within organizational settings, focusing on both internal and external business environments. The course covers strategies for developing clear and persuasive written, oral, and digital messages tailored for diverse audiences and purposes, including reports, proposals, presentations, and crisis communications. Emphasis is placed on intercultural communication, active listening, feedback techniques, and ethical considerations in managerial contexts. By analyzing real-world case studies and participating in practical exercises, students develop the skills necessary to lead meetings, negotiate, resolve conflicts, and facilitate collaboration, preparing them for successful management roles in todays dynamic workplace.
Recommended Textbook
Business and Professional Communication Principles and
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Skills for Leadership 2nd Edition by Steven
Chapter 1: Communicating and Leading at Work
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Q1) A servant leader influences group members through listening,supporting,and empathizing.
A)True
B)False
Answer: True
Q2) Mark is the newest technician at his company but had seen the need to start a recycling program. Mark takes the initiative to collect recycle bins,post signs and put them by the trash.Mark is being a )
A)leader
B)manager
C)supervisor
D)follower
Answer: A
Q3) A leader who consults with the group before issuing edicts is considered a .
A)democratic leader
B)authoritarian leader
C)laissez-faire leader
D)transformational leader
Answer: A
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Chapter 2: Being Aware of Self and Others: Enhancing Communication and Leadership
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Q1) Describe how organizational culture can be communicated both explicitly and implicitly.
Answer: Organizational culture can be explicitly communicated through written policies and verbal directives that prescribe the time you are to arrive at work,when and if breaks are allowed,and what time it is acceptable to leave at the end of the day.Culture can also be implicitly communicated through the example set by others.If the organization does not have many written rules,than the implicit actions of others is what determines the expectations of workers.
Q2) From a classical point of view,organizations can be described as being either tall or flat.
A)True
B)False
Answer: True
Q3) An organization's culture will never change.
A)True
B)False
Answer: False
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Chapter 3: Using Verbal and Nonverbal Messages
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Q1) Explaining the usefulness of a message is important to making it relevant.
A)True
B)False
Answer: True
Q2) Shawn just got hired by the local theme park and has arrived late for his employee orientation.His supervisor tells him to skip the orientation and to go get his "costume".Shawn is confused by what his supervisor wants him to do.This confusion was caused by the use of .
A)precise language
B)non-relevant terms
C)jargon
D)ambiguous nonverbal cues
Answer: C
Q3) In order to express empathy,you must have personally gone through the same situation.
A)True
B)False
Answer: False
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Chapter 4: Listening and Responding
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Q1) The capacity to feel what others are feeling is called .
A)sympathy
B)empathy
C)social decentering
D)emotional decentering
Q2) Responding to a message to let people know whether you understood the message.
A)True
B)False
Q3) Understanding occurs when you assign meaning to the verbal and nonverbal messages received.
A)True
B)False
Q4) Identify three ways to help others respond to your messages and explain how these responses can help a speaker.
Q5) According to the textbook,to listen well,you have to be able to do four listening activities simultaneously during the "listening" step.What are these four activities? Provide a strategy for each activity to enhance the listening process.
Q6) Identify and define each of the five listening steps.
Q7) Compare,contrast and give an example of selecting and attending.
Page 6
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Chapter 5: Adapting to Differences
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Q1) Define powerful and powerless language.Identify three ways men and women use powerful and powerless language differently.
Q2) Cultures whose members value group or community interests over individual interests are called .
A)Collectivistic cultures
B)Polychronic cultures
C)Individualistic cultures
D)Monochronic cultures
Q3) Describe the four conversation rituals identified by Tannen and explain how these rituals can misfire.
Q4) Toyota is an example of a-short term orientation.
A)True
B)False
Q5) If used wrong ritual opposition can create negative conflict.
A)True
B)False
Q6) In the statements below,identify the use of a hedge,tag question,or intensifier AND rewrite the statement using powerful language.
-"That was an excellent presentation,wasn't it?"
Page 7
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Chapter 6: Relating to Others at Work
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Q1) The PUGSS model of conflict management can be used to focus conflict conversations.What does PUGSS stand for,and what should be done within each step to ensure that the conflict conversation stays on track?
Q2) Which of the following characteristics promotes horizontal communication?
A)Co-workers having authority over each other
B)Relationships tend to be more person-focused
C)Strong lines of organizational hierarchy
D)Downward communication
Q3) According to your textbook,which of the following is NOT a question you should ask before beginning an office romance?
A)What is the rank of each person?
B)Will anyone benefit from this relationship?
C)Are individuals working in the same department?
D)What happens if the relationship ends?
Q4) Outward communication needs to be focused on meeting the needs of the customer.
A)True
B)False
Q5) Define the two types of leaders on the workplace relationship continuum and identify which zone on the continuum is the most effective for leaders.
Page 8
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Chapter 7: Interviewing Principles and Skills
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Q1) List and describe the goal of the four types of interviews discussed in your textbook.
Q2) Explain the importance of appropriately arranging the physical setting of an interview.
Q3) Closed questions restrict the interviewee's freedom to express personal views or elaborate on responses.
A)True
B)False
Q4) Bill wants to communicate equality,accessibility,and informality during the interview,so he should sit behind his large desk.
A)True
B)False
Q5) During an interview Glen was asked,"Are you legally authorized to work in the United States?" This was an unlawful question.
A)True
B)False
Q6) Describe the four suggestions your textbook gives for finding the appropriate person to interview.
Q7) List the three criteria an effective interview must meet?.
Page 9
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Chapter 8: Interviewing Types
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Q1) One way to ensure a positive first impression is to monitor how you represent yourself using technology such as Facebook,MySpace,or YouTube.
A)True
B)False
Q2) Your textbook lists 5 communication behaviors that have been shown to enhance the effectiveness of an appraisal interview.List and describe these communication behaviors.
Q3) According to a study conducted jointly by the U.S.Department of Labor and the American Association of Counseling and Development,adaptive and transferable skills appear to be more important than job-related skills.
A)True
B)False
Q4) Define gaps analysis.What three questions must be answered in order to properly conduct a gaps analysis?
Q5) According to sociologist Mark Granovetter,your main job contacts will be close friends and relatives.
A)True B)False
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Chapter 9: Collaborating in Teams
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Q1) During a very important team meeting,Marty is realizing that there are a few people dominating the conversation.In order to get others to participate he says,"I have only heard from a few of you.Sally,Jeff,and Mike,what do you all think we should do?" This statement represents which type of group role?
A)Task
B)Social
C)Individual
D)Power
Q2) The degree of attraction that members of a group feel toward one another and the group is referred to as .
A)cohesiveness
B)reinforcement
C)friendliness
D)conflict suppressed
Q3) Your textbook discusses five bases of power.List,describe,and provide an example of how,in a professional setting,each of the five bases of power can be used.
Q4) List five different suggestions for enhancing team cohesiveness.
Q5) List and briefly describe the eight characteristics of an effective team.
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Chapter 10: Enhancing Team Meetings
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Q1) Almost every problem can be phrased in terms of something you want more or less of.
A)True
B)False
Q2) If a team examines the causes,effects,symptoms,history,and other information that will inform the team about how to best solve the problem,the group is conducting a _.
A)solution analysis
B)problem definition
C)problem analysis
D)solution generation
Q3) The Delphi technique includes _.
A)silent brainstorming by individuals followed by sharing ideas with the group
B)interviewing experts on the topic to gain their insights
C)sharing ideas in writing or via email and not meeting face-to-face
D)shouting out as many ideas as possible within a given time frame
Q4) Effective groups do NOT experience conflict.
A)True
B)False
Q5) List the rules of traditional brainstorming.
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Chapter 11: Developing Your Professional Presentations
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Q1) What are the differences between a preparation outline and a delivery outline? Discuss specific guidelines for completing both.
Q2) List and describe the three tasks you must complete in order to effectively analyze your audience before you deliver your speech.
Q3) A square conference table arrangement focuses on a central leader and encourages interaction between the group and the leader.
A)True
B)False
Q4) A good speaker only needs to be audience-centered while they select and narrow the topic.
A)True
B)False
Q5) According to the presentational speaking process,what is the first element to complete when creating a presentation?
A)Identify purpose
B)Select and narrow topic
C)Develop central idea
D)Organize presentation
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Chapter 12: Delivering Professional Presentations
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Q1) While preparing for a meeting on the organization's budget,Andrew wanted to develop a graph that would quickly show the previous year's distribution of funds for each division in the company.Which type of graph should Andrew choose?
A)Line graph
B)Bar graph
C)Pie graph
D)Presentational graph
Q2) List and briefly explain the six tips for using gestures when you speak in public.
Q3) What is impromptu speaking,and list three suggestions for using it well?
Q4) Any tangible item or image used to help communicate ideas to an audience is called a .
A)presentation aid
B)visual aid
C)digital aid
D)professional aid
Q5) When speaking to be understood,explain how to effectively utilize volume,articulation,pronunciation,and dialect.
Q6) List the six tips for preparing a presentation with PowerPoint.
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Chapter 13: Achieving Your Presentation Goals: Informing, Persuading
and Relating
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Q1) When using a problem-and-solution organization,you should always devote equal time to the problem and the solution.
A)True
B)False
Q2) It is important to develop training objectives before organizing the training content.
A)True
B)False
Q3) specify what you want trainees to be able to do following the training presentation.
A)Training objectives
B)Task assessment
C)Task analysis
D)Questionnaire
Q4) When informing others,the simpler your ideas and phrases,the greater the chance that your audience will remember them.
A)True
B)False
Q5) Define each of the organizational patterns for persuasive speeches.
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Chapter 14: Writing for Business
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Q1) Which of the following is a characteristic of the writing tone?
A)It is the nonverbal aspect of a written document.
B)The tone should be expressed using difficult vocabulary or phrases.
C)It is the biased portion of your written materials.
D)The main goal is to have the reader adapt to your message.
Q2) If writing for an outside audience,jargon should be avoided.
A)True
B)False
Q3) Which of the following is NOT listed as a suggestion for completing the front matter?
A)Title page
B)List of figures and tables
C)Foreword
D)Executive summary
Q4) The front matter of a report should be the meat of the report and contain the main information.
A)True
B)False
Q5) Define each of the methods for organizing a business document and give an example of why you would use each.
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Chapter 15: Managing Time: Managing Information
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Q1) According to your book,time management is defined as?
A)The setting of deadlines and checkpoints during a project.
B)Multitasking what you are doing to be more efficient.
C)The use of techniques for analyzing and prioritizing goals and objectives in order to increase efficiency and productivity.
D)The creating of lists, schedules, and order sheets to maximize your time to work ratio.
Q2) To save time you should return nonurgent phone calls in batches.
A)True
B)False
Q3) List the four strategies for managing paperwork.
Q4) Bill was asked to complete a project assessment to present to his supervisor.Bill is very proud of the work he did on the project and is excited to give the presentation,but he was not given a timeline.Which of the following best describes where the project assessment should land on the urgeny and importance diagram?
A)Urgent and Important
B)Not Urgent and Important
C)Not Urgent and Not Important
D)Urgent and Not Important
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