Organizational Communication Exam Questions
Course Introduction
Organizational Communication explores the principles, theories, and practices of communication within and between organizations. The course examines how information flows, how organizational culture is shaped, and how communication processes impact decision-making, leadership, conflict resolution, and team dynamics. Students will analyze various communication channels, both formal and informal, and learn strategies to improve clarity, collaboration, and effectiveness in the workplace. Through case studies and practical exercises, learners will develop skills for addressing communication challenges in diverse organizational settings.
Recommended Textbook
Excellence in Business Communication 10th Edition by John V. Thill
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Page 2
Chapter 1: Achieving Success Through Effective Business
Communication
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Sample Questions
Q1) Although intellectual property laws were once a serious concern,the ease of sharing information through social media has decreased the need to be concerned with them.
A)True
B)False
Answer: False
Q2) Briefly explain the concept of corporate culture.
Answer: Corporate culture is the mixture of values,traditions,and habits that give a company its atmosphere or personality.An organization's corporate culture can promote or stifle open communication.
Explanation: Regardless of the particular structure a company uses,your communication efforts will also be influenced by the organization's corporate culture.This is the mixture of values,traditions,and habits that gives a company its atmosphere and personality.For example,many successful companies encourage employee contributions by fostering open climates that promote candor and honesty,helping employees feel free enough to admit their mistakes,disagree with the boss,and share negative or unwelcome information.
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3
Chapter 2: Mastering Team Skills and Interpersonal Communication
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Sample Questions
Q1) Despite the advantages of teamwork,the costs can be high.
A)True
B)False
Answer: True
Q2) Briefly describe the contents and importance of a meeting agenda.
Answer: A meeting agenda should include items to discuss,topics to present,decisions to make,and other important tasks to be accomplished at the meeting.An effective agenda clarifies expectations and helps keep the meeting on track.
Explanation: When preparing for meetings,you should set the agenda.People who will be presenting information need to know what is expected of them,nonpresenters need to know what will be presented so they can prepare questions,and everyone needs to know how long the meeting will last.In addition,the agenda is an important tool for guiding the process of the meeting.
Q3) Cloud computing offers little that can affect how teams conduct virtual meetings.
A)True
B)False
Answer: False
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Page 4
Chapter 3: Communicating in a World of Diversity
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Sample Questions
Q1) Briefly describe at least three advantages of a diverse workforce.
Answer: A culturally diverse workforce yields a broader spectrum of viewpoints and ideas.It also helps companies understand and identify with diverse markets and enables companies to benefit from a wider range of employee talents.
Explanation: Smart business leaders recognize the competitive advantages of a diverse workforce that offers a broader spectrum of viewpoints and ideas,helps companies understand and identify with diverse markets,and enables companies to benefit from a wider range of employee talents.Over the past few decades,many innovative companies have changed the way they approach diversity,from seeing it as a legal requirement to seeing it as a strategic opportunity to connect with customers and take advantage of the broadest possible pool of talent.
Q2) Asking a colleague "How was your weekend?" is
A) an effective greeting in any culture.
B) accepted in the U.S., but considered intrusive in some cultures.
C) never acceptable in a business environment.
D) grounds for a lawsuit.
E) offensive to members of every low-context culture.
Answer: B
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Page 5
Chapter 4: Planning Business Messages
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Sample Questions
Q1) To inform coworkers that the project you've all worked on for months has been unexpectedly eliminated,you should use the indirect approach.
A)True
B)False
Q2) Your entire message supports,explains,or demonstrates your ________ ________-a specific statement about the topic of your message.
Q3) Briefly explain the difference between the topic of a message and the main idea.
Q4) When it comes to business communication,YouTube
A) is helpful for consumer-to-consumer interaction, but not for companies seeking to communicate with consumers.
B) is not regarded as a viable medium, since anyone can post anything.
C) has caught on only as a venue for dissatisfied customers to air their complaints.
D) has quickly become an important medium for a variety of messages.
E) poses so many liability risks that smart companies tend to avoid it.
Q5) Briefly define media richness,and provide at least one example each of a rich medium and a lean medium.
Q6) What are the four tasks involved in planning business messages?
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Page 6
Chapter 5: Writing Business Messages
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Sample Questions
Q1) Senior citizen is a euphemism that provides a more respectful alternative to old person.
A)True
B)False
Q2) List at least two types of biased language and explain how to avoid each type.
Q3) To downplay a dependent clause in a complex sentence,you should
A) place it at the beginning of the sentence.
B) place it at the end of the sentence.
C) place it in the middle of the sentence.
D) set it off with a semicolon.
E) use plenty of slang in your wording.
Q4) Which of the following is a euphemism?
A) old
B) used
C) pre-owned
D) cheap
E) worn out
Q5) List at least three personal characteristics that can help establish credibility with your audience.
Page 7
Q6) What is credibility,and when is it especially important to establish?
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Chapter 6: Completing Business Messages
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Sample Questions
Q1) You should strive for a sixth-grade reading level for most business messages.
A)True
B)False
Q2) Rewrite the following sentence to eliminate the unnecessary phrases: "In view of the fact that the customer service department is closed,we do not have the capability of offering refunds until such a time as they reopen."
Q3) One advantage of justified type is that it makes a message look more personalized and less like a form letter.
A)True
B)False
Q4) Briefly explain the difference between word processing software and desktop publishing software.
Q5) One challenge of creating multimedia documents is
A) exorbitant costs.
B) the need for professional designers, even when the requirements are simple.
C) the difficulty of distribution.
D) the freedom readers have to take multiple, individualized paths through your material.
E) the lack of user-friendly web editors.
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Chapter 7: Crafting Messages for Electronic Media
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Sample Questions
Q1) Briefly explain the concept of using compositional modes for electronic media.
Q2) If your company draws criticism,it is best to respond promptly and honestly.
A)True
B)False
Q3) Using hashtags in microblogs is complicated and difficult.
A)True
B)False
Q4) Many businesses now use blogs to
A) keep project teams up to date.
B) replace email in many cases.
C) inform employees about general business matters.
D) do none of the above.
E) do all of the above.
Q5) Unlike other business presentations,podcasts require little planning and are most effective when delivered impromptu.
A)True
B)False
Q6) List at least five media that are popular for sending brief business messages.
Q7) Briefly define enterprise instant messaging and list some of the benefits associated with it.
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Chapter 8: Writing Routine and Positive Messages
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Sample Questions
Q1) List four guidelines to follow in preparing the opening of a routine request in the direct format.
Q2) Customers who are dissatisfied with a company's product or service make a(n)________,or formal complaint.
Q3) Most routine messages are A) positive.
B) negative.
C) neutral.
D) persuasive.
E) controversial.
Q4) If you are applying for a job,you may need to ask a professional associate to write a letter of ________.
Q5) Unlike a claim,a request for adjustment
A) is a formal complaint.
B) should be phrased in a more aggressive tone. C) does not require supporting documentation.
D) seeks a specific settlement.
E) should always open with a buffer.
Q6) Explain what you should include in an effective recommendation letter.
Q7) List the three major categories of common routine requests.
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Chapter 9: Writing Negative Messages
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Sample Questions
Q1) Use the direct approach with a negative message if
A) the message will have a great deal of personal impact on members of the audience.
B) the situation is one in which people readily acknowledge the possibility of receiving bad news.
C) an order is unfillable or portions of it must be back-ordered.
D) you are refusing to make an adjustment on a claim.
E) you're worried that you have already delayed giving the bad news for too long.
Q2) In refusing a customer's request for adjustment,you are concerned about possible defamation charges.You should
A) make the refusal by phone instead of in writing.
B) explain why you are making the refusal.
C) consult your company's legal department or an attorney if you think a message might have legal consequences.
D) insist that the customer come to your office if he wants an answer.
E) do all of the above
Q3) List three techniques for deemphasizing bad news.
Q4) Which medium is generally best for delivering bad news to employees?
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11
Chapter 10: Writing Persuasive Messages
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Sample Questions
Q1) Avatars are
A) special chat rooms that strictly limit what can be said.
B) harmful spyware programs that help companies gather personal information on their customers.
C) used to create a more sociable experience for shoppers on websites.
D) items that are exactly the same for everyone.
E) unexpected objections raised by the audience in response to a persuasive message.
Q2) An effective approach to presenting the benefits of a product is to
A) describe them with highly complex terms.
B) show them in a list or a table, identifying each feature and describing the benefits it offers.
C) list the features, and challenge the audience to figure out the benefits.
D) choose one direct benefit and one indirect benefit.
E) exaggerate them.
Q3) Describe at least five strategies for establishing credibility when preparing persuasive messages.
Q4) ________ include information about an individual's personality,attitudes,lifestyle,and other psychological characteristics.
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Page 12
Chapter 11: Planning Reports and Proposals
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Sample Questions
Q1) Briefly explain the difference between primary research and secondary research.
Q2) Which of the following is a closed-ended question?
A) Do you think the proposed expansion plan is feasible?
B) What do you see as the primary benefit of the proposal?
C) What corporate goals does the expansion help achieve?
D) How will the expansion affect day-to-day operations?
E) What advantages do you see in this course of action?
Q3) When writing a work plan,it's important to begin by developing a problem statement.
A)True
B)False
Q4) In business reports,it is never appropriate to combine the direct and indirect approaches by revealing conclusions and recommendations as you go along. A)True
B)False
Q5) Give three reasons that writing analytical reports presents a greater challenge than writing informational reports.
Q6) What is the primary difference between a feasibility report and a justification report?
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Page 13
Chapter 12: Writing Reports and Proposals
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Sample Questions
Q1) CAD stands for
A) charts automatically designed.
B) complete audiovisual display.
C) computer-aided design.
D) computer adaptable display.
E) corporate activity detail
Q2) A public health expert is writing a report on lead hazards for a widespread audience.Any terms in the report that are unfamiliar to her audience should be defined in the
A) introduction.
B) body.
C) explanatory notes.
D) any of the above.
E) none of the above, since doing so would insult the audience.
Q3) In a long report,including review sections at the end of every major section block is redundant and distracting.
A)True
B)False
Q4) Describe six strategies (in addition to using the AIDA format)for strengthening your argument in business proposals.
Page 14
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Chapter 13: Completing Reports and Proposals
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Sample Questions
Q1) In a proposal designed to persuade clients to order surge protection equipment from your company,the close should
A) outline the report's key findings.
B) include your analysis of the data you've presented.
C) describe the action(s) you would like readers to take.
D) answer the questions that led to the report.
E) tell readers they can choose not to make a purchase, but they will regret it.
Q2) List at least three types of materials commonly included in appendixes.
Q3) Most proposals have few supplementary parts.
A)True
B)False
Q4) In a formal proposal,a synopsis or executive summary may be
A) essential for highlighting your competitive advantage.
B) useful if the proposal is fairly short.
C) placed in an appendix.
D) unnecessary.
E) most effective if it does not mention the RFP to which you are responding.
Q5) List at least three factors that can help you decide what parts to include in a business report.
Page 15
Q6) What is normally included in the body of a business report?
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Chapter 14: Designing and Delivering Oral and Online Presentations
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Sample Questions
Q1) You've been asked to give a presentation on cybercrime.List two steps that can help you define the main idea of your presentation,and then provide an example of the second step.
Q2) When checking the location of your presentation in advance,you should A) not worry about seating arrangements-they have no effect on how you deliver your remarks.
B) always request a whiteboard, even if you aren't sure you will need it.
C) think carefully about the seating of the audience.
D) do none of the above, since it is a waste of time.
E) do all of the above.
Q3) The speaking outline is not an appropriate place to include notes about the visual aids you plan to use.
A)True
B)False
Q4) Making a presentation with the help of an outline or notes is the most effective and easiest delivery mode.
A)True
B)False
Q6) List the four steps involved in planning an oral presentation. Page 16
Q5) List at least three types of visuals commonly used in business presentations.
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Page 17
Chapter 15: Building Careers and Writing Résumés
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Sample Questions
Q1) Creating a traditional paper résumé is
A) unnecessary in most cases, since so many applicants apply for jobs online.
B) helpful only if you are applying for old-fashioned jobs.
C) still useful, even if most or all of your application efforts take place online.
D) a hindrance for most job seekers, since it suggests they are out of touch with technology.
E) none of the above.
Q2) What potential risk should you consider before including a career objective on your résumé?
Q3) If you have a criminal record,you are required by law to disclose it on your résumé.
A)True
B)False
Q4) When emailing your résumé to a prospective employer,you should
A) always send it as a Microsoft Word attachment.
B) make it less formal than you would for other formats.
C) include in the subject line the reference number or job ad number.
D) use lots of colors to make your résumé stand out.
E) use a subject line that will grab attention, such as "This is the one."
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Page 18
Chapter 16: Applying and Interviewing for Employment
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Sample Questions
Q1) In the final paragraph of your application letter you should
A) show the reader you mean business and demand an interview.
B) say something philosophical.
C) request an interview and provide contact information.
D) cover your bases by saying something like, "If I've left anything important out, I'm sorry."
E) thank the reader in advance for interviewing you and making a job offer.
Q2) What two essential questions do employers seek to answer about each candidate in interviews?
Q3) Within two days after an employment interview,you should
A) have a friend call to see whether you got the job.
B) write a follow-up letter (using the format for persuasive messages) and include another copy of your résumé.
C) write a short note of thanks in which you sound positive but not overconfident.
D) assume that you didn't get the job if you haven't heard anything.
E) call the employer and say you have received some other job offers (even if you have not).
Q4) Explain the function of each phase of an application letter written in the AIDA format.
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Page 19
Chapter 17: Format and Layout of Business Documents
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Sample Questions
Q1) Letterhead stationery commonly includes the company's URL.
A)True
B)False
Q2) A memo should always contain a complimentary close and a signature.
A)True
B)False
Q3) If you are writing a business letter to someone you know well,it is acceptable to use his or her first name in the salutation.
A)True
B)False
Q4) If you include an attention line in a business letter,you should place it
A) at the top of the page, centered under the letterhead.
B) below the salutation.
C) two lines below the complimentary close.
D) on the first line of the inside address.
E) vertically on the left side of the page.
Q5) In formal business reports,every page should have a page number printed in the top right-hand corner.
A)True
B)False
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Chapter 18: Documentation of Report Sources
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Sample Questions
Q1) With MLA style,you should wait to compile the works cited list until the rest of your report is completed.
A)True
B)False
Q2) The purpose of a superscript numeral in text is to let the reader know
A) to read the marked line more carefully.
B) how many sources the author consulted.
C) that the report is scholarly.
D) to look for source information in either a footnote or an endnote.
E) none of the above.
Q3) If you use MLA style,your in-text citations include the author's last name and a page reference.
A)True
B)False
Q4) A content note
A) offers additional information or provides a cross-reference.
B) documents direct quotes.
C) documents paraphrased passages.
D) documents visual aids.
E) does none of the above.
Page 21
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Chapter 19: Handbook of Grammar, Mechanics, and Usage
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Sample Questions
Q1) Which of the following possessive phrases is not correct?
A) A year's recommendations
B) Two years' recommendations
C) Its recommendations
D) His recommendations
E) It's recommendations
Q2) A semicolon is used to separate independent clauses when the second one begins with a word such as "however" or "therefore."
A)True
B)False
Q3) Which of the following terms should not be hyphenated?
A) Non-union
B) Pro-Republican
C) Self-assured
D) Ex-wife
E) All of the above should be hyphenated.
Q4) Many adverbs are formed by adding "-ly" to adjectives.
A)True
B)False
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