Managerial Communication
Exam Answer Key
Course Introduction
Managerial Communication focuses on the strategies, techniques, and practices necessary for effective communication within organizational settings. The course explores the dynamics of interpersonal, group, and organizational communication, emphasizing the role of managers as communicators, facilitators, and leaders. Students will develop skills for crafting clear and persuasive messages, conducting meetings, providing feedback, handling conflict, negotiating, and communicating across cultures. Through case studies, simulations, and practical assignments, this course prepares students to navigate diverse communication challenges and enhance their ability to influence, motivate, and lead teams in the workplace.
Recommended Textbook
Business Communication Developing Leaders for a Networked World 3rd Edition by Peter Cardon
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16 Chapters
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Chapter 1: Establishing Credibility
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Sample Questions
Q1) In the post-trust era,most employees have faith in their leaders and colleagues.
A)True
B)False Answer: False
Q2) Employees usually speak up when they observe potentially unethical behavior.
A)True
B)False Answer: False
Q3) A person of integrity will have one set of values for his or her personal life and another set of values for his or her work life.
A)True
B)False
Answer: False
Q4) What does the "I" in the FAIR test of ethical business communication stand for?
A) Intent of communicator
B) Interest of audience
C) Impacts on stakeholders
D) Insight into motives
E) Illustration of credibility
Answer: C
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Chapter 2: Interpersonal Communication and Emotional Intelligence
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Sample Questions
Q1) Which of the following is an impact of low self-management on interpersonal communication?
A) One speaks out constructively about differences of opinion.
B) One seeks to de-escalate interpersonal tensions and resolve issues at hand.
C) One provides indirect and vague feedback and ideas to others.
D) One frequently vents frustrations without a constructive work purpose.
E) One is unaware of his or her own emotional state and its related impact on communication.
Answer: D
Q2) All outgoing messages are encoded and all incoming messages are decoded through a filter of lifetime experiences.
A)True
B)False
Answer: True
Q3) High self-awareness includes the ability to manage events that stir strong responses.
A)True
B)False
Answer: True
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Chapter 3: Team Communication and Difficult
Conversations
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Sample Questions
Q1) When editing a group document,what should be the first thing the team works on?
A) whether the paper is organized logically
B) the transitions between sections
C) whether the main ideas are strong and clear
D) whether the word choices are appropriate
E) the correctness of the grammar and mechanics
Answer: C
Q2) What impact does 2-D diversity have on a company?
A) The company is more likely to increase its market share.
B) The company is more likely to experience damaging conflict.
C) The company is less likely to have a "speak-up culture."
D) The company is less likely to have access to a variety of perspectives.
E) The company is more likely to suffer significant financial losses.
Answer: A
Q3) What are at least three ways to build team rapport on virtual teams?
Answer: One way to build rapport on a virtual team is to meet in person at the beginning of projects to do the tricky work of forming and norming.A second way is for teammates to schedule time to get to know one another.A third way is to set up a virtual watercooler where teammates can regularly and spontaneously interact.A fourth way is to start each meeting with five minutes of social chat.
Page 5
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Chapter 4: Communicating Across Cultures
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Sample Questions
Q1) Cultures with low performance orientation societies generally
A) value productivity over social relationships.
B) give direct feedback about how to improve work.
C) are relaxed about starting things on time.
D) place a high priority on meeting work deadlines.
E) implement clear plans to achieve goals.
Q2) In high gender egalitarianism cultures,men and women are encouraged to occupy the same professional roles and leadership positions.
A)True
B)False
Q3) Which of the following is a characteristic of high cultural intelligence?
A) speaking many languages
B) avoiding inappropriate stereotypes
C) accepting that other cultures are like your own
D) sharing your values with others
E) having a favorable attitude toward another group
Q4) Projected cognitive similarity is the tendency to think members of other groups are all the same.
A)True
B)False
Page 6
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Chapter 5: Creating Effective Business Messages
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Sample Questions
Q1) In order to make business messages more positive,business writers should focus on actions they can accomplish and demonstrate a realistic optimism.However,they should be careful
A) not to set unrealistic expectations.
B) to avoid diplomatic terms.
C) not to use too-strong analogies.
D) to avoid generalizations.
E) not to send meta messages.
Q2) Sending mixed signals is most likely to
A) result in positive meta messages.
B) increase the flexibility of encoding and decoding.
C) cause the reader to feel confused.
D) resolve conflicts between content and tone.
E) increase the credibility of a message.
Q3) Enduring beliefs and ideals that individuals hold are called A) conclusions.
B) positions.
C) values.
D) priorities. E) truths.
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Chapter 6: Improving Readability With Style and Design
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Sample Questions
Q1) Which of the following statements is the most specific way for a company to convey that it needs to reduce its current workforce by half?
A) The company will have to lay off a few employees.
B) The company will have to terminate a small percentage of its employees.
C) The company will have to terminate the majority of its employees.
D) The company will have to lay off about half of its employees.
E) The company will have to terminate 50 percent of its employees.
Q2) One advantage of using simple,short words is that they help readers process information more quickly.
A)True
B)False
Q3) Prepositional phrases should be used in business messages to increase clarity. A)True
B)False
Q4) To ensure the completeness of a business message,be sure to A) be specific.
B) avoid empty phrases.
C) avoid redundancies.
D) control paragraph length.
E) use action verbs.
Page 8
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Chapter 7: E-Mail and Other Traditional Tools for Business Communication
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Sample Questions
Q1) Until you know the IM style of a colleague,you should use mainly abbreviations,acronyms,and emoticons.
A)True
B)False
Q2) Which of the following is a helpful guideline for phone conversations with business colleagues?
A) Begin discussing business issues immediately after saying hello.
B) To keep a formal tone,avoid using the other person's name.
C) Multitask as long as you can do so without the other person suspecting.
D) Make sure that the conversation time is balanced between both parties.
E) To avoid wasting your colleagues' time,end without social niceties.
Q3) List the guidelines that can be followed to stay responsive to others but allow you to focus enough to achieve peak performance.
Q4) In order to manage e-interruptions effectively,reply immediately to all messages.
A)True
B)False
Q5) Which channel or channels of communication provide the most richness? Which channels of communication provide the least richness? Explain.
Page 9
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Chapter 8: Social Media for Business Communication
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Sample Questions
Q1) What are some of the challenges associated with using a shared files platform?
Q2) What are the central differences between Web 1.0 and Web 2.0?
Q3) When you log into most social software systems,you access a front page known as a A) dashboard.
B) blog.
C) wiki.
D) forum.
E) mashup.
Q4) Twitter is a Web 2.0 communication tool.
A)True
B)False
Q5) Company leaders often use the op-ed style on corporate blogs. A)True
B)False
Q6) What should a complete professional profile on social media include?
Q7) Due to the many communication tools available in the emerging Social Age,the division between professional and private lives is becoming increasingly clear. A)True
B)False
Page 10
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Chapter 9: Routine Business Messages
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Sample Questions
Q1) Explain strategies you should use in order to respond to inquiries effectively.
Q2) What are claims?
A) codes of conducts for employees
B) requests for other companies to compensate for or correct mistakes they have made
C) detailed timelines by which work should be accomplished satisfactorily
D) guidelines for how employees should communicate and cooperate with one another
E) updates to policies and procedures,notices of events,and other correspondences
Q3) Which of the following types of messages will probably require the least amount of time for planning and reviewing?
A) routine message
B) persuasive message
C) bad-news message
D) crisis communications message
E) public relations message
Q4) What are the drawbacks of showing excessive appreciation?
Q5) Identify the three central components of setting expectations,and give details about each component.
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Chapter 10: Persuasive Messages
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Sample Questions
Q1) Which statement about choosing attention-getters for persuasive messages is true?
A) For external persuasive messages,the primary means of gaining attention is demonstrating a business need.
B) Writers have more flexibility choosing attention-getters for internal persuasive messages than for external persuasive messages.
C) Issuing a challenge is a poor attention-getter,so its use should be avoided in persuasive messages.
D) Posting a testimonial is a good attention-getter,particularly for external messages.
E) Posing a rhetorical question is an attention-getter that writers should avoid in the post-trust era.
Q2) Exaggeration is acceptable in persuasive messages.
A)True
B)False
Q3) Explain the review process for persuasive messages.
Q4) How can you increase your own credibility when writing persuasive messages in the post-trust era? Consider what you learned throughout the entire chapter.
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Chapter 11: Bad-News Messages
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Sample Questions
Q1) Which component of the FAIR test refers to the transparency of the motives and reasoning of the person delivering the bad news?
A) fact
B) access
C) audience
D) impact
E) respect
Q2) Damon needs to dismiss an employee for excessive absenteeism.How can he use the FAIR test to evaluate this message before delivering it?
Q3) Which of the following is the most effective way of delivering a bad-news message to a long-term client?
A) Minako uses you-voice in her written message to deliver the bad news.
B) Brian provides long descriptions of what the client did wrong.
C) Sandra meets with the client,provides a rationale,and discusses impacts.
D) Tommy leaves a voice message on the client's telephone.
E) Calvin writes a letter couching the decision in legal language.
Q4) How would you use the FAIR test to evaluate a performance review for a poorly performing individudal before giving it to the employee?
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Chapter 12: Research and Business Proposals and Planning for Business Proposals
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Sample Questions
Q1) Which of the following statements about leading questions is true?
A) In surveys,it is better to incorporate leading questions than non-leading questions.
B) Leading questions allow respondents to provide their genuine thoughts or impressions.
C) In surveys,leading questions produce unreliable and unusable information.
D) Leading questions do not have an exhaustive range of possible answers.
E) Leading questions are those that contain more than one idea.
Q2) Discuss the pros and cons of any two important types of secondary research sources.
Q3) David has been asked to prepare a brief report on consumer trends for tomorrow's emergency sales meeting.With limited time,his only viable information source is the Internet.Beyond a simple Google search,what are some strategies David could use to find useful information online?
Q4) Industry publications tend to be characterized by a low level of A) reliability.
B) relevance.
C) adaptability.
D) expertise.
E) biases.
Page 14
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Chapter 13: Completing Business Proposals and Business Reports
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Q1) Which of the following is an advantage of preview statements?
A) They allow decision makers to judge the quality of your data.
B) They can help decision makers follow the direction of your text.
C) They decrease the length of your report.
D) They list the headings that will appear in the report.
E) They provide supporting details for your conclusions.
Q2) A report must be reviewed at least once for typos or mechanical errors.
A)True
B)False
Q3) Which of the following raises the credibility of a report?
A) avoiding the use of cause-effect statements
B) providing supporting details for your conclusions
C) avoiding predictions
D) using direct quotations rather than paraphrases
E) eliminating bulleted lists
Q4) Explain the importance of fact-based language in reports.
Q5) You need not give credit to the original speaker or writer for an idea that is paraphrased.
A)True
B)False
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Chapter 14: Planning Presentations
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Sample Questions
Q1) Presentations put a spotlight on speakers,providing them with the opportunity to build credibility.
A)True
B)False
Q2) Slides that have visible white space seem skimpy and give the presentation an unprofessional appearance.
A)True
B)False
Q3) What is a positioning statement? Explain its purpose.
Q4) Which of the following is the first step of the PREP method of justifying your views in a presentation?
A) restating your position
B) providing reasons
C) giving an example
D) stating your position
E) providing evidence
Q5) Explain the process of identifying a few takeaway messages while planning presentations.
Q6) Discuss how to conclude a presentation with an effective review.
Q7) Explain the process of reviewing presentations for fairness and effectiveness.
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Chapter 15: Delivering Presentations
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Sample Questions
Q1) Luis is giving a presentation at a business conference.So many people have signed up for his session that it is taking place in a large meeting room in a hotel.To make sure that he uses the room to his advantage while delivering the presentation,Luis should
A) sit on a table at the front of the room to be more visible.
B) stand as close to his seated colleagues as possible so they look up to him.
C) pace around the room throughout his presentation so everyone has a chance to see him.
D) stand upright behind a podium to project authority.
E) position himself in a corner so the attention is on his slides.
Q2) When colleagues work on team presentations,dividing up the presentation roles leads to a stilted,unnatural presentation style.
A)True
B)False
Q3) In the SOFTEN model of nonverbal communication,"F" stands for formal expression. A)True
B)False
Q4) What are some of the techniques speakers can use to overcome fear and speak with confidence?
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Chapter 16: Employment Communication
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Sample Questions
Q1) Which of the following statements from a résumé most effectively highlights a key skill or attribute?
A) I was the senior waitress at the restaurant.
B) Thought about improving efficiency.
C) I am a good leader.
D) Took inventory of all the stock in the store.
E) Responsible for advertising.
Q2) Jorge's job application has a cover letter and résumé.The cover letter has three paragraphs targeted to the job he is applying for.The résumé has a name block,a list of work experience,a list of professional associations and licensure,and a list of personal references.What necessary component has Jorge forgotten to include?
A) family information
B) demographic details
C) educational background
D) information about high-school
E) an objectives statement
Q3) Providing a list of personal references is a part of most job applications.
A)True
B)False
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