Organizational Communication
Exam Answer Key
Course Introduction
Organizational Communication explores the various ways in which people convey information and meaning within and between organizations. The course examines the principles, processes, and challenges of communication at all organizational levels, focusing on topics such as organizational culture, leadership, teamwork, conflict resolution, and strategic messaging. Students learn how effective communication contributes to organizational success, employee engagement, and the management of change, while also addressing barriers, ethical considerations, and the impact of technology on internal and external organizational interactions. Through theoretical frameworks and real-world case studies, students gain practical skills for improving communication efficacy in diverse organizational settings.
Recommended Textbook
Business Communication Polishing Your Professional Presence 3rd Edition by Barbara
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G. Shwom
Chapter 1: Developing Your Professional Presence
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Q1) Discuss and provide examples of why selection of the proper communication medium is so important.
Answer: Students' answers may vary.There are many different channels through which to communicate: letter,email,phone conversation,voice mail,face-to-face meeting,social media,etc.When you choose your channel you should pick the one that best supports the purpose of your message.Imagine that you need to make a request of a coworker.Is it a request that could be easily made with a brief phone chat? Or does it require a more complex explanation that would best be served by a well-organized written document? You must also consider the channel that will best allow the receiver to process the information you are communicating.While a short chat may seem the quickest way to make your request to a coworker,it might have pitfalls.The coworker may be busy at the time of an unexpected phone call and not have the ability to properly focus on your request while you are speaking.Consequently,she may not understand what you are asking and either incorrectly fulfill your request or need to keep contacting you with questions.A written document,on the other hand,would allow your coworker to refer back to details of your request without asking for clarification.The selection of the communication medium has a great effect on whether or not your message is clearly communicated and correctly decoded by your receiver.
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Chapter 2: Working With Others: Interpersonal, Intercultural, and Team Communication
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Sample Questions
Q1) Which of the following is an example of an affective conflict?
A) Two employees having different ideas about how to reach a sales goal
B) Two coworkers disagreeing about the best way to market a new product
C) Two colleagues becoming personally annoyed at each other after a contentious meeting
D) Two managers with conflicting opinions on how best to trim the company's budget
E) Two interns with differing ideas on how to complete a task
Answer: C
Q2) Research suggests that focusing on the entire face,including both eyes and the mouth,when reading facial expressions is done by primarily by people from ________.
A) China
B) Japan
C) Korea
D) Germany
E) Malaysia
Answer: D
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Chapter 3: Managing the Communication Process
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Sample Questions
Q1) _____ refers to the relationship between subject and verb in a sentence.
A) Slang
B) Clichés
C) Conciseness
D) Antonyms
E) Voice
Answer: E
Q2) Rereading the entire document from the audience's perspective ________.
A) is best done as the final step in the revising process
B) leads to writer's block
C) helps you identify audience benefits that you forgot to include D) is an inefficient revising technique
E) is only recommended if you have extra time
Answer: C
Q3) Concise communication is short and to the point,expressing ideas clearly in the fewest possible words.
A)True
B)False
Answer: True
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Chapter 4: Communicating Routine Messages and Building
Goodwill
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Q1) To make it easy for an audience to follow instructions,________.
A) put the directions at the start of your message
B) use bullets instead of numbers if the sequence or order of steps is important
C) include only one action per step
D) identify the condition at the end of each step if an instruction is conditional
E) place the explanation before the action if a step requires explanation
Q2) Discuss and support occasions when using bcc - blind carbon copy-would be appropriate.
Q3) A goodwill message allows you to establish and maintain a positive relationship with your audience.
A)True
B)False
Q4) According to the Inc.website,what percentage of business professionals use texting for business?
A) 37
B) 47
C) 57
D) 67
E) 77
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Chapter 5: Communicating Persuasive Messages
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Q1) According to psychologist Abraham Maslow,which of the following needs is included in the most basic level of human needs?
A) The need for respect
B) The need for affiliation
C) The need for love
D) The need for food
E) The need for appreciation
Q2) Which of the following fallacies involves focusing on an irrelevant issue to draw attention away from a central issue?
A) Red herring
B) False dilemma
C) Ad hominem attack
D) False analogy
E) False cause
Q3) The ________ audience is the direct recipient of the message.
A) primary
B) incidental
C) ancillary
D) secondary
E) peripheral
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Chapter 6: Communicating Bad News
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Q1) A positive closing to a bad-news message ________.
A) refers to the negative news
B) apologizes for the bad news
C) is forward-looking
D) downplays a "silver lining"
E) reiterates the circumstances of the problem
Q2) If you are refusing a request but can grant a portion of the request,how should your message close?
A) With a sense of goodwill
B) With a statement about what the company can do, or an alternative
C) By subordinating the news
D) In a passive voice
E) In an active voice
Q3) When positioning the bad news in a letter,which of the following would ease the impact of the bad news?
A) Subordinate the bad news
B) Propose a solution
C) Offer an alternative
D) Create options for future business
E) Focus on benefits
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Chapter 7: Using Social Media in Business
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Q1) To improve content marketing,what do experts suggest?
A) Limit social media goals
B) Be selective about which medium is used
C) Become a "meformer"
D) Post information the company finds valuable
E) Integrate information feeds
Q2) Financial,legal,or proprietary data should never be shared about the company,customers,or employees.
A)True
B)False
Q3) Qualitative analysis can help to gauge if,where,and to what extent people are talking about a business or product online.
A)True
B)False
Q4) What can be done to help an audience find your businesses' Twitter feed?
A) Use keywords and phrases in your bio and tweets
B) Keep tweets positive and interesting
C) Make the tweets about the audience, not the organization
D) Keep tweets short
E) Use hashtags
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Chapter 8: Finding and Evaluating Business Information
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Q1) Discuss the advantages of using books and printed articles instead of web-based research.
Q2) Deep web portals are unable to perform federated searches.
A)True
B)False
Q3) Identify the three main types of sources to be used in research,and when each use is most appropriate.
Q4) A deep web portal ________.
A) finds only information which is aimed at the public and consumers
B) accesses free information exclusively
C) is not of much use in a professional environment
D) omits information in publications that require a subscription E) performs federated searches
Q5) How can anecdotal evidence to be used in research be gathered using social media?
Q6) Before doing in-depth research to explore your research questions,it is important to understand your general topic.
A)True
B)False
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Q7) Discuss the advantages of using social media sources when conducting research.
Chapter 9: Preparing Persuasive Business Proposals
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Q1) The details of a proposal must always prove that you are credible and that the plan is _____.
A) deliverable
B) feasible
C) cost effective
D) timely
E) transferable
Q2) In a solicited proposal,the summary conveys to the audience _____.
A) the audience has a need you can fulfill
B) the cost associated with the acceptance of the proposal
C) when and where the issue began
D) you have listened to them and understand what they are trying to accomplish.
E) how you plan to meet the audience's needs and requirements
Q3) A(n)_____ is essentially a targeted marketing letter sent to someone who may need your products or services.
A) contract
B) statement of work
C) deliverable
D) unsolicited sales proposal
E) business case
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Chapter 10: Preparing Business Reports
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Q1) Which type of report has a goal of providing the reader with facts that are easy to understand?
A) Informational
B) Analytical
C) Executive summary
D) Abstract
E) Narratives
Q2) Which type of report would be used to help the reader to solve problems or support a business decision?
A) Informational
B) Analytical
C) Executive summary
D) Abstract
E) Narrative
Q3) Conservative fields typically use _____ style reports.
A) manuscript
B) white papers
C) direct
D) infographic
E) indirect
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Chapter 11: Preparing and Delivering Business Presentations
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Q1) A webinar is an interactive web-based seminar that is broadcast over the Internet.
A)True
B)False
Q2) What is the advantage to keeping key points to a maximum of four or five?
A) People generally expect at least seven key points, and you will leave them wanting more
B) People are more likely to remember them when the presentation is over
C) Few points take less time to develop and present
D) Four or five key points allows the presenter to present "chunks" of related information
E) Fewer key points allow the audience to find patterns in the information
Q3) What is the advantage of using bullet points instead of paragraphs in text slides?
A) They add visual interest
B) They are expected by the audience
C) Relationships can be easily identified
D) The writer can fit more information on each slide
E) They can be transferred to web-based presentations
Q4) Discuss techniques to use to set the stage for a presentation.
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Chapter 12: Communicating Your Professional Brand: Social
Media, Résumés, Cover Letters, and Interviews
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Q1) What type of questions try to determine how you would make a decision or respond to a stressful situation?
A) Closed
B) Open ended
C) Subjective
D) Objective
E) Behavioral
Q2) Your resume should be tailored for each specific job you are seeking.
A)True
B)False
Q3) When expressing thanks after an interview,what is the most effective medium to use?
A) Text message
B) Phone call
C) Word processed notes
D) Email notes
E) Handwritten notes
Q4) What is the advantage to using a network for job referrals?
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Q5) Describe the significance of your appearance during a job interview.
Q6) Discuss the connection between a résumé and a cover letter.
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