Organizational Communication
Exam Answer Key
Course Introduction
Organizational Communication explores the processes and dynamics of communication within and between organizations. The course examines foundational theories, communication flows, and the role of culture, power, and technology in organizational settings. Students learn how effective communication influences organizational structure, leadership, teamwork, conflict resolution, decision-making, and change management. Through case studies and practical exercises, the course emphasizes strategies to foster productive communication, enhance collaboration, and address communication challenges in diverse workplace environments.
Recommended Textbook
Essentials of Business Communication 10th Edition by Mary Ellen Guffey
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17 Chapters
1539 Verified Questions
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Chapter 1: Communicating in the Digital Age Workplace
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Sample Questions
Q1) Which of the following statements is most accurate?
A) Very few management problems are related to listening.
B) The average person remembers nearly three quarters of what he or she hears following a 10-minute presentation.
C) We misinterpret, misunderstand, or change very little of what we hear.
D) Most people are not very good listeners.
Answer: D
Q2) Which of the following statements about nonverbal communication is most accurate?
A) Nonverbal communication comprises very little of a message that is sent or received.
B) When verbal and nonverbal messages contradict, receivers believe that the verbal message is more accurate.
C) Meanings of nonverbal behaviors are often influenced by the communication context and by one's culture.
D) Nonverbal communication applies to only intended messages.
Answer: C
Q3) ____________________ involves storing applications and data in remote locations.
Answer: cloud computing
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Chapter 2: Planning Business Messages
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Q1) An important aspect of the first phase of writing a business message is anticipating the audience's reaction to the message.
A)True
B)False
Answer: True
Q2) In the final phase of the writing process, check the message for clarity and readability, proofread for errors, and A) evaluate for effectiveness.
B) assess the cost of the selected delivery channel.
C) solve the problem.
D) forward the document to the publishing department.
Answer: A
Q3) When preparing a business message, you should make your writing audience oriented. Audience oriented means you should
A) write to solve a problem or convey information.
B) attempt to get your audience to believe and accept your message.
C) present ideas clearly but concisely.
D) concentrate on looking at the problem from the receiver's perspective.
Answer: D
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Page 4
Chapter 3: Organizing and Drafting Business Messages
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Sample Questions
Q1) What kind of sentence contains two independent clauses?
A) Simple sentence
B) Compound sentence
C) Complex sentence
D) Compound-complex sentence
Answer: B
Q2) Which of the following is a simple sentence?
A) If health insurance costs continue to rise, employee copays may increase.
B) Having healthy employees decreases the cost of monthly premiums; therefore, we will be implementing a wellness program.
C) HMO and PPO insurance plans offer additional cost savings.
D) Because we will be reducing employee health insurance benefits, some employees may be unhappy; however, we must make sure that they understand the reason for the change.
Answer: C
Q3) When introductory dependent clauses precede independent clauses, they are always followed by a comma.
A)True
B)False
Answer: True
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Chapter 4: Revising Business Messages
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Sample Questions
Q1) Long sentence lead-ins
A) are unnecessary introductory words.
B) introduce the "meat" of the message.
C) avoid reader confusion.
D) demonstrate effective language usage.
Q2) Shoot from the hip is an example of a(n) ____________________, which is an expression that has been exhausted by overuse.
Q3) To sound current, fresh, and trendy, effective business communicators make ample use of slang when writing and speaking.
A)True
B)False
Q4) Branch managers of First Federated Savings and Loan received this e-mail message: Please inform all personal that management retains the right to check personal belongings of employees before employees leave the bank. What error did the writer make?
A) A grammatical mistake
B) A proofreading error
C) A failure to use spell check
D) No error was made. The sentence is correct as written.
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Chapter 5: Short Workplace Messages and Digital Media
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Sample Questions
Q1) Facebook and Twitter are examples of ____________ sites.
Q2) What is the best advice when preparing a memo as an e-mail attachment?
A) Never send a memo as an e-mail attachment.
B) Leave the body of the e-mail message blank.
C) Include the date, sender's name, receiver's name, and subject line on the memo.
D) Type the entire body of the memo in the e-mail message.
Q3) Most e-mails should be organized using the indirect organizational strategy. A)True B)False
Q4) Which of the following is the best tip for replying to e-mail messages?
A) Reply to an e-mail message immediately because reading additional e-mail messages before replying might confuse you.
B) If you can't reply immediately, acknowledge receipt of the message and tell the sender when you'll be able to reply.
C) Include the sender's entire original message in the body of your reply to clarify the meaning of your response.
D) Retain the original subject line to identify a conversation thread even if the topic shifts.
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Chapter 6: Positive Messages
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Sample Questions
Q1) Although e-mail is successful for both internal and external communication, you should still use letters when
A) you need immediate feedback.
B) the message must reach your reader very quickly.
C) formality and sensitivity are essential.
D) you have too little time to proofread.
Q2) Social media experts advise that consumers exhaust all other options for complaints with a company before venting online.
A)True
B)False
Q3) Goodwill messages should be short, selfless, specific, spontaneous, and A) sassy.
B) sincere.
C) spiritual.
D) suave.
Q4) Messages that offer thanks, recognition, or sympathy are called ____________________ messages.
Q5) In an adjustment message, the use of a(n) ____________________ line to identify the previous correspondence is optional.
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Chapter 7: Negative Messages
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Q1) Although businesses may find complaints about their products and services on sites such as Twitter and Facebook, wise businesses should never respond to such complaints in the cyber world.
A)True
B)False
Q2) Messages denying customer claims should clearly blame the customer to avoid company liability.
A)True
B)False
Q3) The most important part of any bad-news message is the ____________________ that explain or justify the bad news.
Q4) If you are worried that the indirect strategy seems manipulative, you should use the direct strategy to break the bad news bluntly even though the direct strategy may cause hard feelings and pain.
A)True
B)False
Q5) Business communicators should consider including a forward look, good wishes, a mention of freebies, or references to resale information or promotion in the ____________________ of a bad-news message.
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Chapter 8: Persuasive Messages
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Sample Questions
Q1) Which of the following statements is most accurate?
A) Only large corporations use persuasion when selling their products.
B) Today's persuasion is obvious and blatant.
C) Persuasive messages are sent faster and reach greater audiences today.
D) Today's successful marketers have learned to standardize their persuasive efforts to reach their audiences.
Q2) Techniques to motivate action in the closing of a sales message include offering a gift, promising an incentive, guaranteeing satisfaction, and
A) setting an application opening date.
B) limiting the offer.
C) setting no boundaries or limits.
D) quoting a well-known proverb.
Q3) An effective technique when writing a persuasive claim message is to suggest that the reader intentionally created the problem.
A)True
B)False
Q4) Only large companies actively try to persuade consumers.
A)True
B)False
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Chapter 9: Informal Reports
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Sample Questions
Q1) An informal writing style includes
A) contractions (for example, wouldn't, don't, they're).
B) second-person pronouns (for example, you and your).
C) mainly passive-voice verbs.
D) longer sentences.
Q2) Many report writers begin their research with an analysis of company records and files.
A)True
B)False
Q3) One of the most important steps in writing an informal report is that of
A) gathering information.
B) using the direct organizational strategy.
C) using the indirect organizational strategy.
D) incorporating figurative language.
Q4) When you receive an assignment to write a report, you should begin the report-writing process by
A) determining the appropriate format.
B) analyzing or determining the purpose.
C) beginning your research.
D) looking for someone else to write the report.
Page 11
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Chapter 10: Proposals and Formal Reports
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Q1) Which of the following statements would need to be documented in a report?
A) Tornadoes caused extensive loss of property and lives in Missouri.
B) You can get an idea of how dangerous a tornado is by its rating.
C) Damaging winds, common in strong tornadoes, caused problems for the residents of Missouri.
D) The Fujita-Pearson tornado scale rates tornadoes with wind speeds of 261 to 318 miles per hour as F5 storms.
Q2) A database is a collection of information stored digitally so that it is accessible by computers and mobile electronic devices.
A)True
B)False
Q3) The introduction should be the principal section of a formal report.
A)True
B)False
Q4) A business would most likely write a request for proposal to
A) advertise openings for two sales positions.
B) attract new clients.
C) renovate offices.
D) interview job candidates.
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Chapter 11: Professionalism at Work: Business Etiquette, Ethics,
Teamwork, and Meetings
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Q1) You should generally deliver most constructive criticism in writing rather than in person.
A)True
B)False
Q2) Virtual meetings save travel costs and reduce employee fatigue.
A)True
B)False
Q3) Many businesses have established protocol procedures or policies to enforce civility. A)True
B)False
Q4) Decisions made by teams promote greater "buy-in" from group members.
A)True
B)False
Q5) The term "professionalism" refers to desirable workplace behavior.
A)True
B)False
Q6) Many organizations are using virtual teams to exchange ideas and make decisions. A)True B)False
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Chapter 12: Business Presentations
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Q1) The most effective multimedia presentations rely heavily on text, use frequent bulleted lists, and employ few graphics or images.
A)True
B)False
Q2) To maintain audience interest in a multimedia presentation, add as many animation and sound effects as possible.
A)True
B)False
Q3) It is acceptable for a speaker to break the 6 x 6 rule for multimedia slides when the users will be reviewing the presentation on their own with no speaker assistance.
A)True
B)False
Q4) Rely on the spell-check feature in PowerPoint to catch all spelling and grammar errors appearing on your slides.
A)True
B)False
Q5) ____________________ points in a PowerPoint presentation consist of concise and parallel key phrases.
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Chapter 13: the Job Search and Resumes in the Digital Age
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Q1) The ____________________ job market consists of jobs that are not announced or advertised.
Q2) A large part of your job-search strategy should be deciding what makes you special and desirable in the job market. This introspective process is called
A) networking.
B) personal branding.
C) desired workplace behavior.
D) cognitive reflection.
Q3) To conduct a safe job search online, you should post your information privately and limit your personal information.
A)True
B)False
Q4) The ________________ job market consists of jobs that are advertised or listed.
Q5) Most recruiters favor a A) video résumé.
B) functional résumé.
C) chronological résumé.
D) plain-text résumé.
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Chapter 14: Interviewing and Following up
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Q1) What is the most appropriate response on a job application form to a question that asks your reason for leaving your last position?
A) Fired
B) Quit
C) None of your business
D) Accepted a position with more responsibility
Q2) One of the best ways to overcome fear is to know what happens in a typical interview.
A)True
B)False
Q3) After writing a follow-up letter to thank your interviewer, your next step should be A) alerting your references that they may be contacted by the employer.
B) sending a small gift to the receptionist to show your sincere appreciation. C) calling the organization's human resources department to learn more about your competitors for the open position.
D) waiting at least one month for a call of acceptance or rejection.
Q4) ____________________ interviews occur when a company interviews several candidates for the same position at the same time.
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Chapter 15: Correction Symbols and Proofreading Marks
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Sample Questions
Q1) When you have a conversation with someone from another culture, you can reduce misunderstandings if you
A) speak in short sentences.
B) accept a yes or a nod to affirm comprehension.
C) wait until you finish a long explanation to request feedback.
D) use lots of slang to demonstrate your knowledge of your culture's language.
Q2) Which of the following sentences demonstrates the best writing?
A) Enclosed please find my résumé.
B) Our committee will analyze the proposals on Monday.
C) Finding an acceptable solution will be easier said than done.
D) This new paradigm shift will impact all employees.
Q3) Which of the following is a formal research method?
A) Performing a scientific experiment
B) Searching the Web
C) Conducting an interview
D) All answer choices are examples of formal research methods.
Q4) Revise the following sentence to express the idea using the "you" view: All applicants must complete the attached form by December 1.
Q5) Revise the following sentence to avoid misplaced modifiers: Waiting for the interview, sweat formed on Rich.
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Chapter 16: Document Format Guide
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Q1) A wiki is a website with journal entries on any imaginable topic usually written by one person.
A)True
B)False
Q2) Jenna is trying to convince her boss that an on-site employee exercise room would benefit the company and employees. When presenting her persuasive message, Jenna should provide monetary evidence proving that an on-site employee exercise room would improve employee absenteeism, reduce employer-paid insurance premiums, and increase employee health.
A)True
B)False
Q3) Which of the following is the most important part of a bad-news message?
A) A positive, forward-looking closing
B) A neutral buffer
C) An explanation of the reasons for the bad news
D) The bad news itself
Q4) Use the opening of a persuasive request to gain your reader's attention and interest.
A)True
B)False
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Chapter 17: Documentation Formats
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Sample Questions
Q1) Define success story as it is used in an interview and provide an example of a success story.
Q2) What type of hiring or placement interview is usually conducted by people who will be the supervisors and colleagues of a candidate and who take turns asking questions?
A) Group
B) Stress
C) Panel
D) Sequential
Q3) Which of these statements would best explain your qualifications in the body of a cover message?
A) I am a qualified and fully certified criminologist.
B) Training in crisis prevention and emergency response has prepared me to serve and protect your community at the River Valley Campus.
C) You need a licensed criminologist, and I meet those qualifications.
D) With my bachelor's degree from Luther College, I am well-prepared and eager to apply my knowledge in criminology.
Q4) List and briefly describe\(\text {\underline{ two }}\) advantages of teams.
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