Organizational Communication
Chapter Exam Questions
Course Introduction
Organizational Communication explores the theories, practices, and processes of communication within various types of organizations. The course examines how information is created, shared, and interpreted among individuals and groups in professional settings, and how these communication dynamics impact organizational culture, decision-making, leadership, conflict resolution, and change management.
Students will analyze both formal and informal communication channels, consider the effects of technology and globalization, and develop skills for effective interpersonal, group, and institutional communication in diverse workplace environments. Through case studies, discussions, and practical exercises, students gain the tools necessary to facilitate clear, ethical, and efficient communication within modern organizational contexts.
Recommended Textbook
BCOM 4th Edition by Carol M. Lehman
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Chapter 1: Establishing a Framework for Business Communication
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Sample Questions
Q1) Chantell is the manager of the claims department for a large insurance company. She has a one-hour meeting with her staff to explain the new claim form which the company will use next month. This is an example of which type of organizational communication?
A) upward
B) downward
C) horizontal
D) grapevine
Answer: B
Q2) Which of the following is true of personal space requirements?
A) The study of space requirements is known as chronemics.
B) In the United States culture, very little personal space is expected or required as compared to other cultures of the world.
C) Space operates as a language, just as time does.
D) All of the above statements are true.
Answer: C
Q3) People communicate to satisfy needs in both their work lives and private lives.
A)True
B)False
Answer: True
Page 3
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Chapter 2: Focusing on Interpersonal and Group Communication
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Sample Questions
Q1) Using an electronic meeting process can reduce meeting time significantly.
A)True
B)False
Answer: True
Q2) The terms role and status are used interchangeably to indicate the part people play in the organization.
A)True
B)False
Answer: False
Q3) Performance appraisal interviews between supervisors and employees frequently combine listening intensively and empathetic listening.
A)True
B)False
Answer: True
Q4) Guidelines for effective meetings include
A) limiting meeting length and frequency.
B) eliminating conflict.
C) preparing an agenda immediately following each meeting.
D) seeking unanimous agreement on all important issues.
Answer: A
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Chapter 3: Planning Spoken and Written Messages
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Sample Questions
Q1) Which of the following statements about empathy is FALSE?
A) Empathy helps build positive interpersonal relationships.
B) Empathy enables the writer to predict a reader's reactions more accurately.
C) Empathy allows the writer to construct a message that addresses the reader's needs.
D) Empathy is only possible when the writer has firsthand experience of the reader's situation.
Answer: D
Q2) Doublespeak is a term that refers to a message that deliberately misleads, hides, or evades the truth.
A)True
B)False
Answer: True
Q3) As a sender of a message, it is important to consider the age and economic level of the receiver of the message.
A)True
B)False
Answer: True
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Chapter 4: Preparing Spoken and Written Messages
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Q1) When proofreading, reading a document from right to left is recommended because it helps the writer focus on individual words and spacing elements within the text.
A)True
B)False
Q2) The imagery in a passive voice sentence is less distinct than it would be if the sentence was in active voice.
A)True
B)False
Q3) Which of the following is an adequate reason for choosing passive voice?
A) To emphasize the "you" focus
B) To avoid assessing blame
C) To make the sentence more emphatic
D) To make the sentence more descriptive
Q4) In which situation would a communicator use an inductive outline?
A) To explain how to get optimum performance from a smart phone
B) To outline procedures for logging into a network
C) To tell employees that a two-week furlough is necessary for all employees.
D) To respond positively to a request to replace a defective treadmill
Q5) How can proofreading be seen as an ethical responsibility of a communicator?
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Chapter 5: Communicating Electronically
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Q1) Which is the following is true concerning text messaging?
A) The Chinese language is especially well-suited to text-messaging.
B) The Japanese commuters prefer phone conversations to texting.
C) In the U.S., texting is most popular among people age 30 to 50.
D) Southeast Asia has not yet acquired texting technology.
Q2) Federal laws ensure that email messages employees send at work are private.
A)True
B)False
Q3) What questions should you ask yourself in determining whether electronic communication is an appropriate message channel?
Q4) Most companies prohibit the use of wikis among employees as a form of internal communication.
A)True
B)False
Q5) Jarrod deleted an email message that documented problems with the company's safety procedures. In court, this lack of evidence will be likely dismissed as an innocent mistake that is frequently made by employees.
A)True
B)False
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Chapter 6: Delivering Good- and Neutral-News Messages
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Sample Questions
Q1) Claims related to product warranties, guarantees, or contractual conditions are typically ____ claims.
A) persuasive
B) inductive
C) routine
D) negative news
Q2) Depending on the situation, a thank-you message can be handwritten, printed on letterhead, or sent electronically.
A)True
B)False
Q3) You have been asked to provide a credit reference for a customer. Which of the following will be part of your written response?
A) your opinions about the customer
B) a statement as to whether the client is a good credit risk
C) a general statement about the client's credit history, followed by supporting details
D) all of the above
Q4) Explain what is meant by resale and sales promotional material. How are they different from sales messages?
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Chapter 7: Delivering Bad-News Messages
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Q1) Although communicating negative organizational news can be challenging, such messages can have a positive effect in
A) showing management's display of respect for employees.
B) providing an opportunity for management to build unity and trust.
C) allowing employees to pose questions to management.
D) All of the above.
Q2) In a credit refusal message, your main purpose is to tactfully say "no" since the recipient is a poor credit risk and not a potential customer.
A)True
B)False
Q3) 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.
Q4) In some circumstances, placing a refusal in the first sentence is justified.
A)True
B)False
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Chapter 8: Delivering Persuasive Messages
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Q1) When preparing a claim message for which the answer is in question, you should
A) use a deductive sequence.
B) use the first-person pronoun throughout.
C) always provide a comfortable way for the receiver to say "no."
D) suggest benefits the receiver will derive from complying.
Q2) A response that is sent to someone who has invited a persuasive message requires an attention-getting sentence to start the message.
A)True
B)False
Q3) Khristopher has sent an email requesting information on a particular plasma television he saw on a company's website. What is the writer's task in replying?
A) To send as much information as possible on plasma televisions
B) To gain Khristopher's attention as to the benefits of plasma televisions
C) To answer Khristopher's questions
D) All of the above
Q4) The first step in the selling process is to introduce the foremost feature of the product, service, or idea.
A)True
B)False
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Chapter 9: Understanding the Report Process and Research Methods
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Q1) 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.
Q2) Which of the following represents the correct sequence of steps in the problem-solving process?
A) Recognize and define the problem; collect and organize the data; select a method of solution; arrive at an answer.
B) Select a method of solution; recognize and define the problem; collect and organize the data; arrive at an answer.
C) Recognize and define the problem; select a method of solution; collect and organize the data; arrive at an answer.
D) Select a method of solution; collect and organize the data; recognize and define the problem; arrive at an answer.
Q3) Describe the four steps in finding a solution to a business problem.
Q4) Explain the benefits of conducting secondary research.
Page 11
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Chapter 10: Managing Data and Using Graphics
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Q1) Labeling each piece of a pie chart is not required, as long as the most important pieces are explained.
A)True
B)False
Q2) When viewing tabulated research results, readers or listeners need exact statistics rather than rounded fractions and percentages.
A)True
B)False
Q3) The BEST graphic device to represent the sales of DVR devices over the last five years, with proportionate sales reflected for four age categories each year would be a
A) segmented bar chart.
B) table.
C) line chart.
D) horizontal bar chart.
Q4) Data on the growth of online business transactions over a five-year period would best be shown in a line chart.
A)True
B)False
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Chapter 11: Organizing and Preparing Reports and Proposals
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Q1) The content outline of a report
A) is a formal section of the report that serves to define and organize the content.
B) is an optional prerequisite to writing a formal report.
C) is a planning document that is subject to modification as the writer develops the report.
D) must have three major points.
Q2) The need for preliminary and addenda items is influenced by the length of the report and its formality.
A)True
B)False
Q3) 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.
Q4) An executive summary should only be used for long and complex reports.
A)True
B)False
Q5) Discuss guidelines for the writing process when preparing a proposal.
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Chapter 12: Designing and Delivering Business
Presentations
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Q1) Distance delivery presentation methods are appropriate
A) for covering highly sensitive or confidential issues.
B) for persuasive or problem solving meetings where no relationship has been established among participants.
C) whenever participants are unfamiliar with the technology.
D) when the costs in time, money, and human energy justify them.
Q2) Since color is an attention getter, the skilled presenter should use as many different colors as his or her software supports.
A)True
B)False
Q3) Regina runs into her supervisor in the hallway and updates him on a current project. Such an encounter is a type of oral briefing.
A)True
B)False
Q4) Humor should not be used when introducing a presentation because it can be offensive to members of the audience.
A)True
B)False
Q5) Explain the value of knowing an audience in preparing a presentation.
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Chapter 13: Preparing Résumés and Application Letters
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Q1) On the initial scan, an employer typically reads each résumé carefully, looking for reasons to pursue the applicant.
A)True
B)False
Q2) A scannable résumé can be categorized and ranked by the employer based on the number of key word matches found.
A)True
B)False
Q3) Discuss five guidelines for producing a résumé for posting to YouTube.
Q4) To accommodate different employers' preferences for the presentation and delivery of résumés, a person should prepare
A) a paper résumé.
B) an electronic résumé.
C) a computer scannable résumé.
D) all of the above.
Q5) Both paper and electronic résumés should be accompanied by an application message or cover letter.
A)True
B)False
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Chapter 14: Interviewing for a Job and Preparing Employment Messages
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Q1) You have just returned from an interview with a company and are considering the appropriateness of a thank-you letter or note. The thank-you message is
A) not necessary if you thanked the interviewer in person before leaving the appointment.
B) appropriate and should be written immediately.
C) appropriate and should be written about two weeks from now if you haven't received a response from the company.
D) not appropriate because it can be perceived as "pushy."
Q2) Which of the following is an example of a desirable professional attitude during a job interview?
A) Focus on the benefits you will receive from a company.
B) Provide suggestions that may help turn the company around.
C) Show that you are strongly interested in the company.
D) Honestly admit that you are just taking interviewing for practice.
Q3) Discuss the rationale of seeking a balance of "hard skills" and "soft skills" when selecting an employee.
Q4) Discuss appropriate ways to respond to illegal interview questions.
Q5) List five types of employment interviews and describe when each would be used.
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