Managerial Communication
Midterm Exam
Course Introduction
Managerial Communication focuses on the principles, methods, and strategies essential for effective communication within organizations. The course explores the dynamics of interpersonal, group, and organizational communication, emphasizing the role of managers as communicators and leaders. Topics include crisis communication, conflict resolution, negotiation, presentation skills, and the use of digital media in the workplace. Students will develop practical skills in crafting clear messages, facilitating meetings, writing reports and emails, and fostering a culture of open and ethical communication, enabling them to navigate complex professional environments and lead diverse teams successfully.
Recommended Textbook
Business Communication Essentials 6th Edition by Courtland Bovee Available Study Resources on
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Chapter 1: Understanding Business Communication in Todays Workplace
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Sample Questions
Q1) Which of the following is true about making ethical communication choices?
A)An ethical dilemma involves making a clearly unethical, and often illegal, choice.
B)An ethical lapse involves choosing among alternatives that are not clearly right or wrong.
C)When making communications decisions, you must always consider if a decision that seems ethical now may seem unethical in the future.
D)Deliberately omitting essential information is an ethical way of influencing the audience.
E)In business scenarios, you cannot afford the luxury of considering the impact of your messages on the audience.
Answer: C
Q2) Decoding refers to the process of expressing an idea into a message using words and images.
A)True
B)False
Answer: False
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Chapter 2: Mastering Team Skills and Interpersonal Communication
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Q1) Online brainstorming allows companies to generate ideas from people across the organization.
A)True
B)False
Answer: True
Q2) ________ leads listeners to filter incoming messages to fit what they already believe about a given subject.
A)Selective perception
B)Critical listening
C)Empathic listening
D)Active listening
E)Misdirection
Answer: A
Q3) Groupthink occurs when team members participate and bring a variety of perspectives to improve decision making.
A)True
B)False
Answer: False
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Chapter 3: Planning Business Messages
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Q1) ________ give people the ability to see,hear,and react to each other,thereby encouraging people to ask questions,make comments,and work together to reach a consensus or decision.
A)Written media
B)Multimedia
C)Oral media
D)Visual media
E)Sensory media
Answer: C
Q2) Telephone calls,teleconferencing,voice-mail messages,and audio recordings such as compact discs and podcasts are collectively known as ________.
A)electronic versions of written media
B)multimedia
C)visual media
D)electronic versions of oral media
E)electronic versions of visual media
Answer: D
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Page 5
Chapter 4: Writing Business Messages
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Q1) In the active voice,the subject receives an action.
A)True
B)False
Q2) Janie is new to a job in a large company in which most work interactions take place via email.She needs to know how to decide the tone and structure for her emails.Explain what she can do to improve her emails,and what she should avoid.
Q3) Which of the following is true for abstract words?
A)They are often used to express qualities or philosophical concepts.
B)They are used to make a sentence more specific.
C)Their meaning is unambiguous; they cannot be misinterpreted.
D)They are used when giving detailed descriptions.
E)They refer to things that are tangible.
Q4) Euphemisms are milder synonyms that can express an idea while triggering fewer negative connotations.
A)True
B)False
Q5) Brad wants to set up a catering business from his home.He needs to publicize his business and build his credibility with potential customers.Explain how Brad can build his credibility with the help of concrete examples.
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Chapter 5: Completing Business Messages
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Q1) Centered type should be avoided for business documents but can be used in
A)long blocks of text
B)headings
C)the appendix
D)formal messages
E)business magazines
Q2) Type style refers to any modification that lends contrast or emphasis to type,including boldface,italic,underlining,and color.
A)True
B)False
Q3) In order to improve readability,one must avoid ________.
A)keeping sentences uniform in length
B)using bullets to organize information
C)writing short paragraphs
D)using lists to clarify points
E)adding headings and subheadings
Q4) The phrase "final outcome" is an example of a dangling modifier.
A)True
B)False
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Chapter 6: Crafting Messages for Electronic Media
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Q1) Brand communities are communities of interest that form around a specific product.
A)True
B)False
Q2) Phone-based text messaging has a number of applications in business,including marketing,crisis management,security,and customer service.
A)True
B)False
Q3) Which of the following is true about using IM and text messaging for brief business messages?
A)Text messaging is the preferred mode of communication over IM for brief business messages.
B)IM is used extensively for conversational exchanges, and the technology is replacing both email and voice mail in many situations.
C)Text messaging is more informal in its approach to business communication when compared to IM.
D)IM does not require user authentication unlike text messaging.
E)Messages sent through IM can easily be logged for later review and archived.
Q4) How can the three-step process be adapted for successful IM?
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8
Chapter 7: Writing Routine and Positive Messages
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Q1) You have not received a shipment of books that you had ordered from Serengeti,an online book store.The shipment tracker on the website shows that the books have been returned to the company as the address provided was not found.However,the address you provided was correct and you have in the past received several shipments from Serengeti at the same address.Your account has already been debited for the value of the shipment.Draft a message to Serengeti,making a claim and requesting an adjustment.
Q2) Which of the following is a pointer for writing recommendation letters?
A)Omit negative information, if any.
B)Always verify only the dates of employment and job titles.
C)Never collaborate with the former employee in developing the letter.
D)Understand your company's policy to avoid legal complications.
E)Never offer to provide a personal reference.
Q3) When stating your routine request up front,you should ________.
A)use a demanding tone to ensure compliance
B)assume that your audience will comply
C)avoid spelling out exactly what you want
D)first offer a justification for the request
E)use the phrase "thank you in advance"
Q4) How should you respond to a customer's claim when your company is at fault?
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Chapter 8: Writing Negative Messages
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Q1) Should you apologize when delivering bad news? Point out two types of negative messages where an apology should be considered and two types of negative messages where an apology need not be offered.What,would you say,is the rationale behind choosing either course of action in these examples?
Q2) A good buffer ________.
A)diverts attention from the problem
B)establishes common ground with the reader
C)indicates that the message contains good news
D)is a statement unrelated to the point of the message
E)promises a positive answer
Q3) The indirect approach is used to delay bad news,obscure it,or limit the writer's responsibility.
A)True
B)False
Q4) To successfully sue for defamation,the aggrieved party must prove that ________.
A)the defendant profited from making the statement
B)the statement was false
C)the statement was made out of anger or malice
D)the statement uses private information
E)the statement has been made in writing
Page 10
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Chapter 9: Writing Persuasive Messages
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Sample Questions
Q1) You are a manager at "Indigo," a company that manufactures and retails stylish,affordable office-wear for men and women.The company has over 50 retail stores across the country and an online store.You wish to announce the launch of your new Fall-Winter collection to customers.Craft a message using the AIDA model for this purpose and then adapt the same message for use in social media.
Q2) Companies should use fake blogs as a creative and effective way to initiate and manage conversations on social media.
A)True
B)False
Q3) What are the guidelines for developing an effective persuasive claim?
Q4) A product's selling points ________.
A)refer to the specific locations at which the product is sold
B)are the particular advantages that purchasers can realize from the product
C)focus on what the user experiences or gains
D)refer to its different prices at various sales locations
E)are its most attractive features
Q5) Outline at least four legal aspects that must be considered when developing marketing and sales messages.
Q6) Describe the four steps of the AIDA model for persuasive messages.
Page 11
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Chapter 10: Understanding and Planning Reports and Proposals
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Q1) Which of the following is the first step in conducting effective business research?
A)locate the data and information you need
B)apply your findings
C)plan your research
D)process the data and information you located
E)manage information efficiently
Q2) In informational reports,if the information is disappointing,it is better to use the direct approach.
A)True
B)False
Q3) ________ is a term used by website designers to describe the structure and navigational flow of all the parts of a website.
A)Topical organization
B)Metacrawlers
C)Search engine optimization
D)Informational design
E)Information architecture
Q4) Describe the ways in which analytical reports and proposals differ.
Q5) Describe a work plan and list the elements of a detailed work plan.
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Chapter 11: Writing and Completing Reports and Proposals
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Q1) ________ introduce(s)important topics by helping readers get ready for new information.
A)The preface
B)The introduction
C)Transitions
D)Review sections
E)Preview sections
Q2) At minimum,an effective introduction ________.
A)summarizes the writer's key points
B)establishes the tone and the writer's relationship with the audience
C)presents and analyzes the information gathered during investigation
D)brings all the action items together in one place
E)interprets the information gathered during investigation
Q3) To create clear,effective tables ________.
A)always use screencasts
B)use common units and identify them
C)document the source of the data within the table
D)include chartjunk
E)use different templates and formatting options to make the content more dynamic
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Page 13
Chapter 12: Developing Oral and Online Presentations
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Q1) If you are facing an uninterested audience,you should ________.
A)find ways to connect your message with their personal or professional interests
B)reward their goodwill with a presentation that is clear, concise, and upbeat
C)familiarize yourself with the technical equipment
D)not try hard to hold their attention throughout
E)work to minimize audience interaction
Q2) Jake is giving a presentation to an angry group of investors.He is quite sure that during the Q&A round at least some of them will ask hostile questions.In this situation,Jake should ________.
A)sidestep the questions
B)allow himself to show his emotional commitment to the subject
C)respond honestly and directly while keeping his cool
D)refuse to answer those questions
E)let them know that these questions will be addressed later
Q3) Making presentations contain more information than needed will help in avoiding the "death by PowerPoint" stigma that presentations have.
A)True
B)False
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14
Chapter 13: Building Careers and Writing Résumés
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Q1) For any career path that you might want to pursue,two guidelines are to be kept in mind: ________.
A)choose the career that suits your needs and obtain the required qualifications
B)be ready to start as soon as you are qualified and stay motivated
C)get organized and start with essential research and planning tasks
D)stay in touch with every organization you have applied to and learn to be persuasive
E)do not miss opportunities, but don't go for jobs that do not meet your requirements
Q2) Quality of hire is a measure of the effectiveness of the recruiting process.
A)True
B)False
Q3) James is interested in working as a developer for Next Level Gaming Solutions.However,he is not sure of how he should apply for this dream job.In order to maximize his chances,James should ________.
A)look out for this job advertisement in job sites
B)get in touch with their HR department and sell himself
C)scan periodicals for job openings
D)monitor the company's website for openings
E)get to know the company's customers
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Page 15
Chapter 14: Applying and Interviewing for Employment
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Q1) In the middle section of an application letter,you should point out your "selling points" and other potential benefits to your employer.
A)True
B)False
Q2) Nicole has cleared seven rounds of interviews in three days and she still hasn't been offered the job.In her previous organization she cleared two rounds of interviews and she got the job.Nicole should ________.
A)be worried because she may not be offered this job
B)commend herself on getting this far and persevere through the rest of the rounds
C)express her concern to the organization
D)insist that further rounds be conducted on the telephone, to save her the trouble of commuting
E)let the company know that she can attempt only one more round
Q3) In a group interview,you meet several interviewers at once.
A)True
B)False
Q4) Describe six of the common types of interviews.
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