Organisational Communication Practice Questions
Course Introduction
Organisational Communication explores the various forms, processes, and theories of communication within and between organizations. The course examines how communication shapes organizational culture, facilitates decision-making, and influences leadership, teamwork, and change management. Students will analyze formal and informal communication structures, address issues related to diversity and technology in the workplace, and develop practical skills for effective written, oral, and digital communication. Emphasizing both internal and external communication strategies, this course prepares students to navigate and enhance communication dynamics in a wide range of organizational settings.
Recommended Textbook
Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
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Page 2
Chapter 1: Communication Foundations
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Sample Questions
Q1) Communication is best defined as human experiences transmitted by the spoken word via a channel.
A)True
B)False
Answer: False
Q2) The purpose of communication models and diagrams is to explain and classify every feature in the communication process.
A)True
B)False
Answer: False
Q3) Communication barriers are likely to lead to
A)harmonious relationships
B)misunderstanding
C)encoded communication
D)clear understanding of the messages
Answer: B
Q4) The receiver hears,reads or looks in order to encode the message.
A)True
B)False
Answer: False
Page 3
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Chapter 2: Social Media
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Sample Questions
Q1) Audience co-creation and contextualisation is not welcomed by most companies as they lose control over the content.
A)True
B)False
Answer: False
Q2) Examples of social media approaches available to an organisation include
A)automated notifications
B)chat rooms
C)mobile phones
D)a.and b. Answer: B
Q3) A honeycomb framework defines how social media services focus on seven functional building blocks.
A)True
B)False
Answer: True
Q4) A webinar is a live or delayed video broadcast.
A)True
B)False
Answer: False
Page 4
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Chapter 3: Interpersonal Communication
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Sample Questions
Q1) An example of a listening barrier generated by the listener is
A)common ground
B)inattentiveness
C)feedback
D)empathy
Answer: B
Q2) Nonverbal behaviour
A)exists in a context
B)is independent of context
C)varies between context dependency and independency
D)is conveyed through choice of words
Answer: A
Q3) The purpose of feedforward is to
A)open the channels of communication and focus attention on the coming message
B)allow a person to say something about the message before it is sent
C)define the role of the message recipient
D)all of the above
Answer: D
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Chapter 4: Emotional Intelligence: Managing Self and Relationships
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Sample Questions
Q1) Consider your own level of emotional intelligence,based on concepts discussed in Chapter 4.Reflect on your own level of self-awareness,self-regulation,self-motivation,social awareness and social skill.Identify strengths and areas on which you could work to improve your EQ.
Q2) The value of self-disclosure is that
A)we can make ourselves appear to be trustworthy
B)we can learn a lot about ourselves as well as others
C)it clearly demonstrates that honesty is valued in difficult situations
D)it maintains integrity in business and personal relationships
Q3) Emotional intelligence
A)is synonymous with a high IQ level
B)involves letting your emotions control your reason
C)involves the capacity to reason with emotion
D)involves the possession of highly emotive knowledge
Q4) Empathy impairs the communication climate.
A)True
B)False
Q5) What is personal competence? Discuss how the concepts of self-disclosure,self-esteem,self-regulation and self-motivation contribute to personal competence.
Page 6
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Chapter 5: Negotiation and Conflict Management
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Sample Questions
Q1) The purpose of negotiating is to resolve difference,solve problems and reach an agreement.
A)True
B)False
Q2) The negotiation option chosen is NOT usually influenced by
A)the context of the negotiation
B)an individual's decision
C)negotiation skills
D)each party's range of personal communication
Q3) Another term for the win-win approach to conflict is
A)flight response
B)fight response
C)flow response
D)formal response
Q4) Discuss the differences between negotiating styles.Which strategy do you think is more effective,and why?
Q5) Submissive behaviour avoids conflict.
A)True
B)False
Q6) Discuss the ways in which conflict can be positive.
Page 7
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Chapter 6: Intercultural Communication
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Sample Questions
Q1) Is there an appropriate attitude towards other cultures and why\why not? Discuss,giving examples to support your answer.
Q2) Discuss the idea of intercultural communication competence.Can you be competent in all cultures? Why or why not? Give examples of how communication competence can improve your business.
Q3) The cultural components of particular importance in intercultural communication are the perceptual elements,patterns of cognition,verbal behaviours,nonverbal behaviours and the influence of context.
A)True
B)False
Q4) Failure to appreciate a religion's significance in a specific culture can increase one's perceived power.
A)True
B)False
Q5) The world of communication can be divided into three parts: language,spirit and behaviour.
A)True B)False
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Chapter 7: Communication Across the Organisation
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Sample Questions
Q1) In knowledge-management structures,low formalisation gives knowledge workers a low degree of autonomy,discretion and control over their work.
A)True
B)False
Q2) Social media is proving effective as a means of organisational communication because
A)it enables two-way communication between an organisation and its stakeholders
B)it can complement existing channels of communication
C)it fosters partnerships within and outside the organisation
D)all of the above
Q3) Discuss the statement 'The grapevine ought to be banned.It creates nothing but mischief!'
Q4) Centralisation in organisations refers to
A)the appropriate balance between laissez faire and rigidity
B)the focusing of control;whether a flat or tall organisational structure exists
C)physical or virtual location
D)where the major decisions are made
Q5) Organisational cultures are similar across different organisations.
A)True
B)False
9
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Chapter 8: Leadership
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Sample Questions
Q1) A consultative approach,based on a capacity to seek information,consider advice from others and make plans with others comes from cooperation and the satisfaction of mutual needs.
A)True
B)False
Q2) The degree to which the situation allows the leader to influence group members is currently referred to as
A)situational favourableness
B)situational control
C)contingency theory
D)all of the above
Q3) What are the criteria for effective leaders? They have
A)skills to support and motivate people to achieve organisational goals
B)the ability to interact with others
C)the ability to organise and plan work activities
D)the ability to manage their family life and work
Q4) Formal mentoring programs can increase knowledge of safety and risk management in an organisation.
A)True
B)False
Page 10
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Chapter 9: Team and Work Group Communication
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Sample Questions
Q1) The differences between organisations and groups are the structure,size and norms. A)True
B)False
Q2) The number of changes currently affecting organisations makes it likely that any one person will be trained to have the full set of skills needed to complete every task.
A)True
B)False
Q3) Teamwork means people work together to accomplish a common goal.
A)True
B)False
Q4) According to Tuckman 1965,groups go through a number of stages in 'group development'.This is shown in
A)goal setting,role determination,action planning,execution,review
B)skill auditing,selection,role allocation,performance,team review, C)forming,storming,norming,performing,adjourning
D)forming,storming,norming,performing
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Chapter 10: Effective Meetings: Face-To-Face and Virtual
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Sample Questions
Q1) Realisation of organisational goals with a saving of both time and cost for meetings is achieved by the effective use of
A)maintenance-related roles
B)task-based roles
C)the communication skills of the chairperson
D)the Internet and telephones
Q2) Identify communication barriers in face-to-face and virtual meetings.In each case,discuss factors that contribute to communication barriers and how they can be prevented or managed
Q3) Who has the most important role in a meeting?
A)Members
B)Secretary
C)Agenda
D)Chairperson
Q4) Specific software skills are essential for the chairperson of a virtual meeting.
A)True
B)False
Q5) Attention to task-related roles improves group cohesion.
A)True
B)False
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Chapter 11: Customer Service
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Sample Questions
Q1) A quality interaction between customer and service provider is
A)a sign of goodwill between the organisation and its customers
B)dependent solely on good communication strategies
C)the basis of quality customer service
D)due to clever advertising
Q2) From a retail standpoint,the key to winning business according to Babin,Babin and Boles 1999 was
A)an effective salesperson
B)product cost
C)product display
D)shop presentation
Q3) Strategy specifically refers to how customer service is delivered.
A)True
B)False
Q4) Customer satisfaction occurs when organisations
A)build customer service around the customers' needs and expectations
B)identify customers' needs and expectations
C)meet the needs and expectations of customers
D)improve the customer value package
Q5) How would you manage customer complaints and difficult situations?
Page 13
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Chapter 12: Public Relations
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Sample Questions
Q1) Bloggers are important targets for public relations practitioners because A)they are free to engage with B)they influence large audiences
C)they can influence target audiences and stakeholders
D)they can influence politicians
Q2) Explain why you would want to plan a public relations campaign.What would be the objectives? How many steps will it take and what are they?
Q3) Writing and speaking are the main communication skills needed by public relations practitioners.
A)True
B)False
Q4) The inverted pyramid is useful because it leaves the reader with the most important information at the end of the story.
A)True
B)False
Q5) Describe the steps in the strategic management of public relations issues.
Q6) Social media has changed the principles on which public relations is based. A)True
B)False
Page 14
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Chapter 13: Knowledge Management and Decision Making
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Sample Questions
Q1) The area of knowledge in an organisation which ensures that processes nurture and harness brainpower,and encourage knowledge sharing is
A)knowledge in processes
B)organisational memory
C)customer knowledge
D)knowledge in people
Q2) Knowledge is defined as
A)information gained and processed through web-based and digital technology
B)data,information and intelligence that can be used to act
C)the analysis of databases in which information is stored
D)information that can be generated using software programs
Q3) Define 'knowledge','knowledge work','knowledge worker' and 'knowledge management'.Provide examples of each concept as it could be applied in the workplace.
Q4) The key to information flows in knowledge management is technology.
A)True
B)False
Q5) Knowledge of facts is as important as knowledge of people and social processes.
A)True
B)False
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Chapter 14: Researching and Processing Information
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Sample Questions
Q1) The design of any study is a crucial step which involves
A)determination of the methodological steps for the study analysis
B)responding to the questions of what,why,where,when,who and how in response to the study problem
C)finding the right technique for getting the answer to the problem being considered
D)creating a range of options as to how the study might be done
Q2) What is academic honesty? What advantages do you gain by paying attention to academic honesty?
Q3) The purpose of researchers identifying issues and gaps in their field of research is so that they can
A)determine the significance of their own research
B)easily present their proposals
C)showcase their other research work
D)easily discuss the issues with their colleagues
Q4) The purpose of sound research is to
A)find evidence to prove your thesis
B)strengthen contacts with experts
C)enhance the power of an argument,its conclusions and recommendations
D)identify and describe what we want to say
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Chapter 15: Conducting Surveys and Questionnaires
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Sample Questions
Q1) Surveys with fewer questions are more reliable than those with many questions.
A)True
B)False
Q2) In a stratified sample
A)everyone has the same chance of being selected for the sample
B)a variable is the basis on which a group of people are randomly selected
C)a sample is chosen from a selected group of people
D)characteristics of the total population are represented
Q3) Which type of question would you include if you wish to encourage open expression?
A)Fixed-alternative question
B)Open-ended question
C)Ranked question
D)Matrix question
Q4) Sensitive questions should be placed at the end of the survey.
A)True
B)False
Q5) Open-ended questions are more difficult to categorise,analyse and code.
A)True
B)False
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Chapter 16: Critical Thinking,Argument,logic and Persuasion
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Sample Questions
Q1) When are critical thinking skills required in learning at a university level?
A)In tutorial presentations
B)During the practical component of professional practice
C)During note making
D)All of the c above
Q2) Reflect upon an occasion when you succeeded in persuading someone to change their perspective on something.Discuss the persuasive strategies you used in,i.e.emotional,logical,or character-based.
Q3) An effective persuasive message balances the relationship between the sender and the receiver.
A)True
B)False
Q4) The position taken in the argument is important because it
A)shows the speaker's opinion
B)shows the speaker's conviction
C)reveals the knowledge the speaker has
D)is the starting point for presenting a convincing case
Q5) Conclusions are ideas that support premises and arguments.
A)True
B)False
18
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Chapter 17: Communicating Through Visuals
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Sample Questions
Q1) A graphical representation of relativity in relation to a whole is best displayed using
A)a bar chart
B)a pie chart
C)a table
D)a Gantt chart
Q2) Using graphics in a presentation recognises that people receive messages in several different ways.
A)True
B)False
Q3) A column or vertical bar graph is a graphic that uses vertical columns to show change over time or compare amounts\items.
A)True
B)False
Q4) Making one object distinguishable from another is best achieved using the principle of
A)alignment
B)contrast
C)proximity
D)repetition
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Chapter 18: Oral Presentations and Public Speaking in the Professions
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Sample Questions
Q1) What functions do audiovisual aids play in a presentation?
Q2) Anxiety is best reduced by
A)thorough preparation,knowledge of subject matter and positive self-talk
B)deep breathing,smiling and chatting with audience members seated nearby
C)checking equipment and reminding yourself that audiences are appreciative
D)moving around during the talk,using gestures and being at ease with your body
Q3) A short,accurate summary of the details of a plan or operation is an example of a memorised speech.
A)True
B)False
Q4) According to Lane 1987,the difference between initial credibility and elicited credibility is that
A)initial credibility is in the first part of the presentation,elicited is the end part
B)initial is based on reputation,elicited on the evaluation of current performance by the audience
C)the audience elicits credibility,but the speaker builds initial credibility
D)initial credibility refers to past audiences,elicited credibility to current audiences
Q5) Outline three strategies for reducing stage fright.
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Chapter 19: Writing for the Professions
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Sample Questions
Q1) A complex sentence has one main clause and one or more subordinate or dependent clauses.
A)True
B)False
Q2) Analysing the content enables a writer to compose persuasive,user-centred written messages.
A)True
B)False
Q3) 'The family ship of state sailed on to greener pastures' is an example of
A)a mixed metaphor
B)concrete language
C)colourful expression
D)an abstract expression
Q4) The rough proportions for the three different phases in writing is considered to be
A)planning 25%,writing 50%,revising and editing 25%
B)planning 50%,writing 25%,revising and editing 25%
C)planning 25%,writing 25%,revising and proofreading 50%
D)none of the above
Q5) What is 'plain English'? How does writing in plain English advantage the reader?
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Chapter 20: Writing Correspondence,Emails and Short Reports
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Sample Questions
Q1) Effective letter writing requires short sentences with a length of
A)10-15 words
B)5-10 words
C)20-25 words
D)15-20 words
Q2) What is 'layout' in business writing?
A)The arrangement of information on a page
B)The frame for the body of a business letter
C)The structure of a thesis
D)The graphics used in a business report
Q3) The writing style suited to the body of the letter is the 'you' approach because it reflects the writer's written skills.
A)True
B)False
Q4) Briefly explain the order of information in a good news letter.Identify four types of good news letters.
Q5) Why is the indirect order of information used in bad news letters?
Q7) Identify at least three errors you should avoid when writing a business letter. Page 22
Q6) Name three objectives achieved by a memo.What are the four steps in preparing effective memos?
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Chapter 21: Writing Long Reports
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Sample Questions
Q1) As you write the report,think of it as a link between the writer and the reader.
A)True
B)False
Q2) When you write a report,you should
A)appeal to readers' reasoning abilities
B)write the body of the report to support your conclusion
C)present all available information for the reader's consideration
D)avoid making recommendations in the conclusion
Q3) What is the purpose of effective planning in long-report writing? What are the different needs of the report writer and those who read the report? Explain four ways to order information in a long report.
Q4) Why or when should graphics be used in a report?
A)When they add meaning or emphasis to the argument
B)To detract from the main flow of the argument
C)To repeat and reinforce the subject matter
D)When the report content is too 'heavy'
Q5) In avoiding the use of personal pronouns in writing a report,writers will find they use active voice more often.
A)True
B)False
Page 24
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Chapter 22: Writing for the Web
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Sample Questions
Q1) Design and content should be considered separately when creating web-based documents.
A)True
B)False
Q2) The main role of a web style guide is to
A)maintain consistency and enhance corporate identity
B)enable the writer to concentrate on graphic elements
C)ensure that senior management find it attractive
D)enable the users to engage with the web style guide
Q3) Standards for Australian Government websites require which of the following information?
A)Home,About,Contact Us,Search,Privacy Statement,Copyright Notice,Disclaimer
B)Home,About Us,Contact,Copyright,Organisational Profile
C)Home,About Us,Contact,Privacy Statement,Organisational Profile
D)Home,About Us,Contact,Copyright,Policies,Privacy Statement
Q4) Discuss the characteristics of good web writing.Draw on concepts discussed in Chapter 22.
Q5) Successful websites are planned and developed around target audience needs.
A)True
B)False
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Chapter 23: Writing Reflective Journals
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Sample Questions
Q1) Entries should always be placed in chronological order.
A)True
B)False
Q2) When writing a professional journal,all entries have the potential to A)breach confidentiality
B)improve the organisation's image
C)gain legal status
D)become published
Q3) Reflective journals are shared with others because
A)a journal is a conversation with others about your learning
B)it is always useful to receive feedback on what others think about you
C)people need to know what you have written about them
D)journals are public documents
Q4) What are some of the issues associated with sharing your reflective journal online?
Q5) Writing in the third person makes the entries less personal and immediate to your experience.
A)True
B)False
Q6) What are the benefits of reflection?
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Chapter 24: Academic Writing
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Sample Questions
Q1) A topic sentence
A)is the final sentence in a paragraph
B)signals the main point of the paragraph
C)supports in the main idea in the paragraph
D)provides examples and evidence
Q2) An effective conclusion shows that the writer has understood the question and developed an argument to achieve the particular writing purpose.
A)True
B)False
Q3) There are several levels of editing that can be undertaken in a document.Suggested headings for an editing checklist are
A)first draft edit,second draft edit,final draft edit
B)structure,content,style,format,mechanics
C)writing,proofreading,spell-checking,formatting
D)content draft,structural draft,proofreading,final edit
Q4) Why do academic writers state the problem in the form of a thesis statement? What do good introductions do? Why should you take the time to determine an essay's purpose?
Q5) How can you identify and avoid exaggeration in academic writing?
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Chapter 25: The Job Search, Résumés and Interviews
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Sample Questions
Q1) If you choose not to accept the position,write a letter declining the offer.
A)True
B)False
Q2) Keywords are the words which you can put at the end of your résumé to strengthen your claim that you have what recruiters want.
A)True
B)False
Q3) The cull or sorting of applicants to be interviewed and those who are not to be interviewed is made
A)by comparing the information in the application against the essential and desirable qualifications for the position
B)by considering applicants' written information and checking with referees to determine the likelihood of the applicant succeeding in the vacant position
C)on the basis of work history,applicable experience,qualifications gained and information gathered at the pre-interview stage
D)on the basis of referees,psychometric and other applicable tests,accuracy,presentation and timeliness in the submission of the job application
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