Organizational Communication Exam Bank
Course Introduction
Organizational Communication explores the processes, dynamics, and strategies of communication within and between organizations. This course examines how information is created, shared, and interpreted in formal and informal organizational settings, considering the impact of culture, structure, leadership, technology, and power dynamics on communication effectiveness. Students will develop analytical and practical skills to assess communication challenges, facilitate collaboration, resolve conflicts, and promote positive organizational change. Emphasis is placed on real-world case studies, ethical considerations, and the role of communication in achieving organizational goals and fostering a healthy workplace environment.
Recommended Textbook
Business Communication 16th Edition by Carol Lehman
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19 Chapters
1308 Verified Questions
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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75 Verified Questions
75 Flashcards
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Sample Questions
Q1) Though people around the world speak different languages,nonverbal communication,such as gestures and facial expressions,generally has the same meanings to all cultures.
A)True
B)False
Answer: False
Q2) Stakeholders are those affected by decisions and can include people inside and outside the organization.
A)True
B)False
Answer: True
Q3) Which of the following is NOT an advantage of email?
A)Avoid playing "telephone tag."
B)Reduce expenses related to sending messages to multiple recipients.
C)Achieve quick message delivery.
D)Replace the need for personal conversation.
Answer: D
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Page 3
Chapter 2: Focusing on Interpersonal and Group Communication
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Sample Questions
Q1) A manager who constantly emphasizes punctuality to subordinates arrives late to meetings.The nonverbal message will be more strongly believed by the subordinates.
A)True
B)False
Answer: True
Q2) You are the supervisor of an employee who just learned that she did not receive the promotion she had anticipated.You call her into your office and ask her to discuss her reaction.What type of listening are you engaged in?
A)Casual listening
B)Listening for information
C)Intensive listening
D)Empathetic listening
Answer: D
Q3) An ultimate requirement of listening for information is that the listener
A)is judgmental.
B)takes copious notes.
C)avoids focusing on nonverbal cues.
D)is able to separate fact from fiction and humor from seriousness.
Answer: D
Page 4
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Chapter 3: Planning Spoken and Written Messages
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Sample Questions
Q1) Two techniques for effectively presenting a negative idea are
A)use passive voice and place the bad news in a dependent clause rather than the main clause.
B)use active voice and place the bad news in a separate sentence.
C)use non-specific words and place the bad news at the beginning of the message.
D)use concrete words and place the bad news at the end of the message.
Answer: A
Q2) Richard sent a letter to Enrico,his client in El Salvador who speaks English with hesitancy.What is the most obvious problem with the following excerpt from the letter? "I'm so sorry I dropped the ball on the contract negotiations.I've been wearing so many hats lately,I hardly know if I'm coming or going.I promise I'll make things up to you as soon as my situation levels out."
A)Parallelism
B)Culturally biased terms
C)Regional jargon
D)All of the above
Answer: C
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Page 5
Chapter 4: Preparing Spoken and Written Messages
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Sample Questions
Q1) The "Plain English" campaign promotes the clear presentation of complex information so that the audience has the best possible chance of understanding it.
A)True
B)False
Q2) Which of the following is NOT an effective attitude when revising and proofreading documents?
A)The perspective of the audience is not as important as the writer's viewpoint.
B)Proofreading and revising documents is essential to good writing.
C)Other people can often make suggestions for improving one's writing.
D)Spell check cannot catch all errors.
Q3) For emphasis,one should place an idea in an independent clause; for de-emphasis,place an idea in a dependent clause.
A)True
B)False
Q4) Providing for coherence means
A)using writing techniques that provide conciseness.
B)using various techniques to link ideas together.
C)varying the length of sentences and paragraphs.
D)selecting words that indicate the communicator's wide vocabulary.
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Chapter 5: Communicating Electronically
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Sample Questions
Q1) Common invasions of privacy resulting from the use of technology include which of the following?
A)Organizations collecting excessive amounts of information for decision making.
B)Employers monitoring the time employees spend on a task.
C)Supervisors reading employees' electronic mail.
D)All of the above.
Q2) Which of the following is most accurate concerning the use of instant messaging in business situations?
A)Instant messaging is not a business tool and should be reserved for personal use. B)Instant messaging can be used in some business situations but requires accurate spelling and grammar when it is used.
C)Instant messaging has wide business use, and spelling and grammar matter less than in other types of business communications.
D)Instant messaging can be used anytime that email is appropriate.
Q3) The word "Meeting" is an example of an efficient and effective subject line for an email message.
A)True
B)False
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Chapter 6: Delivering Good and Neutral News Messages
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Sample Questions
Q1) Good- or neutral-news messages follow a deductive sequence in which the message begins with the main idea.
A)True
B)False
Q2) Extension of Credit to InfoSearch
You have received a request for credit from a company called InfoSearch for online databases available from your company.You are a vendor for information databases,and subscribers to your services may contract for 12-month access to this information.You offer various service packages that provide access to specific databases.InfoSearch wants the Standard Package which allows access to a selection of your company's available databases.The extension of credit will allow InfoSearch to order additional levels of service as needed and pay for them on a monthly basis.
Required:
Send a letter,stating that credit is granted,to Olena Androgenski at InfoSearch.
Q3) An acknowledgment message is sent to indicate an order has been received and processed.
A)True
B)False
Q4) Discuss the impact of culture in delivering good- and routine-news messages.
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Chapter 7: Delivering Bad-News Messages
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Sample Questions
Q1) Jawon is a training and development manager who has been asked by a professor to speak to her class about careers in training.However,since he is currently conducting an important staff development program,his schedule is very busy,and he must refuse the request.What would be the BEST way to end his message?
A)Again, I am very flattered by your request.
B)I apologize that I am so busy right now.Maybe next semester I can speak to your class.
C)I'll call you if I have some time in the next month.
D)My training assistant, David, has extensive experience and would enjoy speaking to your class.Please feel free to call him at 469-8000.
Q2) Which sentence is a good example of a buffer for a bad news message?
A)Your letter dated April 14 has been referred to me for reply.
B)I can understand how you felt when you had to pay $168.
C)Your credit application was reviewed by two loan officers.
D)Your claim has been denied, but let us explain why.
Q3) Discuss the implications behind the statement that "the customer is always right" in light of the fact that a company must at times deny a customer's request.
Q4) List and explain three stylistic aspects of writing a bad-news statement.
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Chapter 8: Delivering Persuasive Messages
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Sample Questions
Q1) As indicated by Maslow's need hierarchy,people may respond favorably to
A) appeals that focus on promises of best price and the need to find a bargain.
B) appeals that fulfill physiological, security, and safety needs.
C) appeals that fulfill social, ego, and self-actualizing needs.
D) both b and c.
Q2) Archco Inc.and Suage Enterprises share a lobby where Suage has been storing computer equipment.Martha,CEO of Archco Inc.,is writing a letter to Suage asking that the equipment be removed.She should make her point in the first paragraph and follow with supporting details.
A)True
B)False
Q3) Which of the following best describes Habitat for Humanity's solicitation approach?
A)Use both web and mailed requests for donations.
B)Use the web only for providing information, and the mail for requesting donations.
C)Replace all mailed donation requests with web requests.
D)Use only face-to-face contacts to request donations.
Q4) Explain how Maslow's need hierarchy can help you write a more effective persuasive message to the receiver.
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Page 10
Chapter 9: Understanding the Report Process and Research Methods
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Sample Questions
Q1) When explaining "limitations," the researcher is noting A)his or her own weaknesses and those of the team.
B)why there is not enough time to do a thorough job.
C)constraints which the researcher has chosen to place on the research.
D)normal constraints placed on the research which are beyond the control of the researcher.
Q2) Which of the following techniques is most effective for taking notes from secondary sources?
A)Read the article carefully, copy important phrases, and review the article several times.
B)Read the article quickly, put the article aside, list the main points from memory, and review the article to determine if all points are included.
C)Review the main points of the article, copy the main points word-for-word, paraphrase details, and outline references.
D)Write notes on cards as you scan through the article.
Q3) Hypothesis testing is appropriate only in observational research settings.
A)True
B)False
Q4) Describe the four steps in finding a solution to a business problem.
Page 11
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Chapter 10: Managing Data and Using Graphics
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Sample Questions
Q1) Fractions,percentages,and the Dow Jones industrial averages are examples of the common language used in communicating difficult or complex numbers.
A)True
B)False
Q2) Which sentence BEST introduces a graphic that depicts the way people access an organization's information on a website?
A)The area chart in Figure 10 illustrates changes in the actions of visitors to the company's website.
B)Figure 10 is shown on the following page.
C)See Figure 10 for website data.
D)Figure 10 shows website visits.
Q3) Using the default settings in presentation software programs is recommended,since software manufacturers assure that they accurately reflect the rules for graphic aid design.
A)True
B)False
Q4) What is meant by "common language?" How does common language help professionals manage quantities of data efficiently?
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Page 12
Chapter 11: Organizing and Preparing Reports and Proposals
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Sample Questions
Q1) 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.
Q2) A manager who asks for a report on the best phone system for an office may request a justification report to support the recommended decision.
A)True
B)False
Q3) All report headings that are of the same level must be consistent in positioning,appearance,and grammatical construction.
A)True
B)False
Q4) A typical short report includes
A)a personal writing style using first-or second-person.
B)no graphics.
C)no contractions.
D)only one heading per page.
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) Sun Microsystems CEO,Scott McNealy,once banned the use of PowerPoint by his employees.
A)True
B)False
Q2) Which of the following techniques should you consider when using Java script as designed by Sun Microsystems to upload presentations to the Web?
A)Keep graphics small to reduce load time.
B)Use universally available fonts.
C)Use different browsers and different computers to view the presentation.
D)All of the above are recommended techniques.
Q3) Improving Presentation Visuals
Q4) Which of the following is a factor that will help you direct a presentation specifically to an audience?
A)the location and occasion of the speech
B)the audience's knowledge & experience
C)the seating arrangement for the presentation
D)all of the above.
Q5) List the three major parts of an effective presentation and briefly describe the goals of each.
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Chapter 13: Preparing Résumés and Application Letters
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Sample Questions
Q1) Both paper and electronic résumés should be accompanied by an application message or cover letter.
A)True
B)False
Q2) Which of the following is the longest used method for locating a job?
A)Electronic networks
B)Monster.com
C)Employment agencies and contractors
D)Corporate websites
Q3) Jobs included in the work experience section of a résumé may be listed in chronological order or in order of job relatedness.
A)True
B)False
Q4) While e-portfolios and employment videos are helpful in communicating a person's qualifications and abilities,their use may also
A)enable the potential employer not to stereotype.
B)eliminate potential illegal discrimination.
C)encourage the potential employer to focus on your physical characteristics.
D)result in all of the above.
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Chapter 14: Interviewing for a Job and Preparing
Employment Messages
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Sample Questions
Q1) Discuss appropriate ways to respond to illegal interview questions.
Q2) When the interviewer follows a predetermined agenda such as a checklist or series of questions,he or she is conducting a structured interview,even though it may not seem structured to the applicant.
A)True
B)False
Q3) While being interviewed for a job you really hope to be offered,the interviewer asks you about your marital status.What is the most effective way for you to handle the question?
A)Refuse to answer because it is your legal right to do so.
B)Attempt to answer the primary concern that motivated the question.
C)Answer it to be polite and take your chances with the effects it may have.
D)Let the interviewer know by changing the subject that you know the question is illegal and you do not intend to answer it.
Q4) The purpose of a stress interview is to observe how an interviewee performs in an anxiety-producing situation.
A)True
B)False
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Q5) List five types of employment interviews and describe when each would be used.
Chapter 15: Document Format and Layout Guide
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Q1) Personal and professional titles,such as Mr.,Ms.,and Dr.,should be omitted in the letter address section of a letter document.
A)True B)False
Q2) Emoticons can be used in email to lighten the mood and compensate the lack of nonverbal cues.
A)True B)False
Q3) Which of the following is NOT a technique for making an email message easier to read?
A)Limit each message to one screen to minimize scrolling.
B)Use all capital letters for more impact.
C)Use quotation marks to emphasize a specific word or phrase.
D)Use short, unindented paragraphs.
Q4) The standard paper size for business documents is consistent around the world. A)True B)False
Q5) Email is very beneficial in business communication when it used correctly.Give four guidelines for formatting professional email messages.
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Chapter 16: Referencing Styles
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Q1) Some word processing programs assist in the creation of reference pages.
A)True
B)False
Q2) Both MLA and APA styles support the use of in-text citations.
A)True
B)False
Q3) What is the difference between a citation and a reference? Why are both important to proper documentation in a report?
Q4) Which of the following does NOT provide assistance when using MLA referencing?
A)MLA Handbook for Writers of Research Papers
B)MLA Style Manual and Guide to Scholarly Publishing
C)OWL website developed by Purdue University
D)Publication Manual of the American Psychological Association
Q5) Both the APA and MLA style guides provide general rules for referencing and give examples of citation formats for various types of source materials.
A)True
B)False
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Chapter 17: Language Review and Exercises
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Q1) Which of the following is an example of future perfect verb tense?
A)I see you.
B)I will have seen you.
C)I saw you.
D)I will see you.
Q2) Which of the following sentences is hyphenated correctly?
A)This is a device that is attention-getting.
B)He gave a lecture that was hard-to-follow.
C)We need an up-to-date price list.
D)She is a widely-quoted authority.
Q3) A pronoun must agree in number with its antecedent.Explain this rule and provide several examples.
Q4) An adverb is used to modify a noun or pronoun while an adjective is used to modify a verb,an adjective,or another adverb.
A)True
B)False
Q5) Explain the various verb tenses and how they are used.
Q6) Numbers used as the first word of a sentence should be spelled out.
A)True
B)False
Page 19
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Chapter 18: Extension Course Posttest
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Sample Questions
Q1) All of the following statements are true concerning benefits of the team interview process EXCEPT
A)the team is a collective group of people who know the attributes of the job.
B)the team interview members can review résumés individually and collaboratively to identify the ideal candidate.
C)the team interview can be used to fairly assess all candidates' qualifications.
D)the team interview results in a quicker hiring decision than does a traditional interview.
Q2) The grapevine in an organization
A)is typically no more or less accurate than other channels.
B)serves no necessary purpose; thus, managers should work to eliminate it.
C)passes a message in single file from person to person until it finally reaches the end of the line.
D)has a single, consistent source.
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Chapter 19: Extension Course Pretest
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Q1) Which of the following is typically NOT true of work teams?
A)While the concept of work teams has been widely used in the U.S.for some time, it has also gained significant support in other countries.
B)Work teams can help firms to become globally competitive.
C)Employees in a self-directed work team handle a wide array of functions and work with a minimum of direct supervision.
D)Work team members typically set their own goals without management input and plan how to work to achieve those goals.
Q2) Which of the following guidelines is NOT appropriate when preparing memo and letter reports?
A)Use personal writing style, including first- and second-person wording.
B)Use deductive approach, regardless of the message content.
C)Use headings, tables, and graphic elements as needed.
D)All of the above are appropriate.
Q3) An inductive approach should be used in a bad news message EXCEPT when
A)the message addresses an important matter.
B)the message is contained in a memo sent to company personnel.
C)the sender and recipient have a close and longstanding relationship.
D)all of the above.
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Page 21