Organizational Communication Exam Solutions
Course Introduction
Organizational Communication examines the processes, strategies, and dynamics of communication within various types of organizations. The course explores how information is exchanged, interpreted, and utilized among individuals and groups to achieve organizational goals. Students learn about formal and informal communication networks, leadership communication styles, conflict resolution, cultural influences, technologys role in communication, and the impact of communication on organizational effectiveness. Through case studies and practical applications, the course prepares students to analyze and improve communication practices in corporate, nonprofit, governmental, and global contexts.
Recommended Textbook
Business Communication Today 11th Global Edition by Courtland Bovee
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Page 2
Chapter 1: Achieving Success Through Effective Business Communication
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Sample Questions
Q1) Which of the following is not a characteristic of effective business messages?
A) They provide practical information.
B) They highlight and summarize essential information.
C) They state precise audience responsibilities.
D) They present the writer's opinions as facts.
Answer: D
Q2) The accepted principles of conduct that govern behavior within a society are known as
A) laws.
B) ethics.
C) social guidelines.
D) none of the above.
Answer: B
Q3) When people must choose between alternatives that aren't completely wrong or completely right, they are facing an ethical lapse.
A)True
B)False
Answer: False
Q4) An ethical ________ involves making a clearly unethical choice. Answer: lapse
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Chapter 2: Mastering Interpersonal Communication
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Sample Questions
Q1) Teams need to learn how to handle ________ : clashes over differences in ideas, opinions, goals, or procedures.
Answer: conflict(s)
Q2) Briefly explain why the ability to work effectively in teams is so important in business. Answer: Companies look for employees who work well in teams for a number of reasons, but primarily because successful teams improve productivity, creativity, employee involvement, and even job security. Teams also involve employees in company decision making through participative management.
Q3) Group ________ are the interactions and processes that take place in a meeting.
Answer: dynamics
Q4) Dealing directly with resistance to change is never good for team maintenance. A)True B)False
Answer: False
Q5) ________ refers to working together to meet complex challenges.
Answer: Collaboration
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Page 4
Chapter 3: Communicating in a World of Diversity
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Sample Questions
Q1) Before conducting business in another country, why is it worthwhile to learn common phrases in the native language even if your clients there will speak English?
Answer: Learning basic phrases not only helps you get through everyday business and social situations but also demonstrates your commitment to the business relationship.
Q2) Briefly describe at least three strategies for writing effective multicultural messages. Answer: Strategies for writing multicultural messages include using simple, clear English; being brief; using transitional elements; addressing international correspondence properly; and citing numbers and dates carefully. It is also important to avoid slang, idioms, and humor.
Q3) Cultural ________ is the pattern of physical cues, environmental stimuli, and implicit understanding that convey meaning between two members of the same culture.
Answer: context
Q4) Differences in ________ ________, such as gestures and eye contact, are a major source of misunderstanding during intercultural communications. Answer: nonverbal communication
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) In high-context cultures, ________ media are often more effective than ________ ones.
A) leaner, richer
B) foreign, domestic
C) oral, written
D) none of the above
Q2) The three general purposes of business messages are to inform, to persuade, or to ________ with the audience.
Q3) Of the following media, which is the richest?
A) A presentation on DVD
B) A formal business letter
C) An electronic slide presentation that includes a series of images that are arranged to persuade the audience to take a specific position
D) An interactive website enabling audiences to participate in the communication process
Q4) How can your audience's level of understanding help you determine the appropriate amount of information to include in a business message?
Q5) What are the four tasks involved in planning business messages?
Q6) Describe at least three of the tasks involved in developing an audience profile.
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Chapter 5: Writing Business Messages
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Sample Questions
Q1) Explain what it means to choose "words that communicate well," then list four techniques for selecting the best words when writing business messages.
Q2) Honor and progress are concrete words.
A)True
B)False
Q3) The rules of grammar and usage do not change over time.
A)True
B)False
Q4) Style is the way you use words to achieve a certain ________, or overall impression.
Q5) Plain language is a style of writing used primarily for communicating to those who do not have a college degree.
A)True
B)False
Q6) Replacing harsh, unpleasant terms with milder words, or ________, can avoid negative connotations for your audience.
Q7) "The startup costs on this project increased considerably" is a simple sentence. A)True
B)False
Page 7
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Chapter 6: Completing Business Messages
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Sample Questions
Q1) When reviewing your document for content, you should be concerned with A) style and tone.
B) punctuation and spelling.
C) grammar and usage.
D) the accuracy and relevance of the information.
Q2) When it comes to paragraph length
A) use one-sentence paragraphs only occasionally, for emphasis.
B) use long paragraphs if you want your document to look more inviting.
C) keep all paragraphs to fewer than 60 words.
D) use long paragraphs with detailed information for direct-mail letters.
Q3) Because the first thing that readers will notice about your message is its appearance, you should pay special attention to design and page layout. A)True B)False
Q4) An effective alternative to using conventional sentences is to set off important ideas in a(n) ________-a series of words, names, or other items.
Q5) Short words are generally more vivid and easier to read than long words. A)True B)False
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Chapter 7: Crafting Messages for Electronic Media
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Sample Questions
Q1) Podcasts are
A) too technical to be practical for business use.
B) great for entertainment, but not useful in business.
C) helpful for training in business, but not much else.
D) none of the above.
Q2) In business-related email messages, it is a good idea to make frequent use of background colors and colored type to add visual appeal to the text.
A)True
B)False
Q3) List at least three general situations in which you would send a printed version of a business message instead of using an electronic medium.
Q4) Without a steady stream of new information, a blog is unlikely to be successful. A)True
B)False
Q5) One of the few remaining functions for the printed, hard-copy document is in legal papers.
A)True
B)False
Q6) Briefly describe the characteristics of an effective email subject line.
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Chapter 8: Writing Routine and Positive Messages
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Sample Questions
Q1) In emailing a vendor for an update on the ship date of your order, what elements should you include in the closing of your request?
Q2) Because routine messages are so common in business, it is not necessary to pay attention to your tone when writing them.
A)True
B)False
Q3) In a letter agreeing to make an adjustment even though the buyer technically was at fault, a courteous tone is less important.
A)True
B)False
Q4) Which of the following would be the best opening for a routine request?
A) I am very sorry to ask you to do this.
B) Please send me a summary of last month's east region sales data.
C) As soon as you get this, send me last month's sales data.
D) I know you may not want to, but send me last month's sales data.
Q5) A message of appreciation can become an important part of someone's personnel file.
A)True
B)False
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Chapter 9: Writing Negative Messages
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Sample Questions
Q1) Explain the characteristics of an effective letter rejecting a job applicant.
Q2) In refusing a customer's request for adjustment, you are concerned about possible defamation charges. You should
A) consult your company's legal department or an attorney if you think a message might have legal consequences.
B) explain why you are making the refusal.
C) make all refusals by phone instead of in writing.
D) do all of the above.
Q3) What four guidelines should you follow in writing effective closings to negative messages?
Q4) What are your five main goals when delivering bad news?
Q5) You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?
Q6) When writing a(n) ________ message, present specific reasons for asking the employee to leave.
Q7) What are some viable options for refusing social networking recommendation requests?
Page 11
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Chapter 10: Writing Persuasive Messages
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Sample Questions
Q1) When your AIDA message uses an indirect approach and is delivered by email, what are two goals to keep in mind as you write the subject line?
Q2) Which of the following would not be an effective technique for gaining audience attention in sales messages?
A) Promising savings
B) Stating your product's strongest benefit
C) Emphasizing how badly you need some sales to remain open
D) Explaining how your product offers a solution to a problem
Q3) Which of the following is not an example of demographic information?
A) Lifestyle
B) Occupation
C) Age
D) Income
Q4) Successful marketing and sales messages match the product's selling points to the audience's primary needs or emotional concerns.
A)True
B)False
Q5) Briefly explain the difference between selling points and benefits, and then give an example of each.
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Chapter 11: Finding, Evaluating, and Processing Information
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Sample Questions
Q1) People are more likely to respond to a questionnaire if
A) you allow them plenty of time to research their answers.
B) the questions are open ended.
C) they can complete it within a short time.
D) all of the above are the case.
Q2) With so much information available online, professionals have little need for libraries when it comes to finding secondary information.
A)True
B)False
Q3) In conducting research on General Electric, you should not use any information from General Electric's official website, www.ge.com, because it is bound to be biased.
A)True
B)False
Q4) Innovations in research technology allow you to
A) access all online databases free of charge.
B) completely avoid unreliable information on the web.
C) rely exclusively on standard search engines, regardless of your needs.
D) find webpages and also the documents webpages that are linked to those sites.
Q5) A(n) ________ ________ defines the purpose of your research.
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Chapter 12: Designing Visual Communication
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Sample Questions
Q1) Poorly planned visuals are often more noticeable than grammatical errors in the text of your report.
A)True
B)False
Q2) A chart that uses symbols or graphic images instead of words or numbers to portray data is called a
A) pictogram.
B) combination chart.
C) surface chart.
D) Gantt chart.
Q3) One of the most common visuals in many business documents is the table. What six guidelines should you follow to make your tables easy for audiences to read?
Q4) Short titles such as "Improvements" intrigue audiences and encourage them to pay careful attention to your visuals.
A)True
B)False
Q5) Word tables are generally less useful than numerical ones.
A)True
B)False
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Chapter 13: Planning Reports and Proposals
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Sample Questions
Q1) List and describe the seven elements that usually are part of a formal work plan.
Q2) Reports that examine the financial aspects of a proposed decision, such as acquiring another company, are called due diligence reports.
A)True
B)False
Q3) ________ proposals are initiated by a company that is trying to obtain business or funding on its own, without a specific request from a client.
Q4) Focusing on conclusions in an analytical report involves using the direct approach to report organization.
A)True
B)False
Q5) Which of the following is not a common organizational format for analytical reports?
A) Focusing on conclusions
B) Focusing on logical argument
C) Focusing on recommendations
D) Focusing on information
Q6) Describe three strategies for effectively organizing a website.
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Page 15
Chapter 14: Writing Reports and Proposals
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Sample Questions
Q1) In formal proposals, the close should be the longest section.
A)True
B)False
Q2) The body of a proposal often includes a statement of ________ in which you describe your organization's experience, personnel, and facilities-all in relation to reader needs.
Q3) When drafting content for online reports, it is helpful to use the inverted pyramid style of organization in which you
A) cover the least important information first and work your way to the main idea.
B) walk readers through arguments you don't support, and then explain why.
C) make readers believe you are headed in one direction, and reveal your true intentions at the end.
D) cover the most important information first and then gradually reveal more detail.
Q4) A well-run wiki encourages participants to edit and improve each other's work.
A)True
B)False
Q5) What are the three main sections of a business report?
Q6) List and briefly explain five characteristics of effective report content.
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Chapter 15: Completing Reports and Proposals
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Sample Questions
Q1) Instead of a letter of authorization, solicited proposals refer to the ________ issued by the client.
Q2) Unlike reports, most proposals
A) contain many supplementary parts.
B) contain few supplementary parts.
C) are never analytical.
D) never contain an appendix.
Q3) When should you include a separate list of illustrations with your report?
Q4) The close of a formal proposal emphasizes the benefits that readers will realize from your solution.
A)True
B)False
Q5) When you proofread the text part of a report, you should essentially look for the same types of mistakes as you would look for in any business message.
A)True
B)False
Q6) It is sometimes acceptable for the title page to serve as the report cover.
A)True
B)False
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Chapter 16: Developing Oral and Online Presentations
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Sample Questions
Q1) List and briefly explain six strategies for holding your audience's attention during a business presentation.
Q2) Sending preview materials to the audience prior to an online presentation A) can be helpful.
B) suggests that you are not confident.
C) is an example of the backchannel in action.
D) will cause most audience members to ignore what you present later.
Q3) If you have no working relationship with your audience, you have only a few minutes to convince them that what you have to say is worth listening to.
A)True
B)False
Q4) If your purpose is to analyze, persuade, or collaborate, you should organize your speech around conclusions and recommendations or a logical argument.
A)True
B)False
Q5) Early in the planning stages of a speech, you should develop a(n) ________ profile.
Q6) The purpose of most business presentations is to inform or ________.
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Chapter 17: Enhancing Presentations With Slides and Other
Visuals
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Q1) Unlike structured slides, free-form slides
A) are completely random and have no design consistency.
B) contain extra-large fonts.
C) use the same color for background and text.
D) don't follow a rigid design structure.
Q2) In a presentation designed to reassure your audience after layoffs and bad news about company profitability, the best color to use would be
A) brown.
B) red.
C) blue.
D) any of the above.
Q3) ________ slides appear at each major section break and announce the title of the section you're about to begin.
Q4) Electronic presentations do not necessarily eliminate the need for you to provide the audience with handouts.
A)True
B)False
Q5) ________ ________ are preprogrammed hyperlink icons available in presentation software.
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Chapter 18: Building Careers and Writing Résumés
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Q1) If you plan to include a career objective or summary of qualifications in your résumé, you should make it as vague as possible to keep from limiting your prospects.
A)True
B)False
Q2) A type of résumé that emphasizes a candidate's skills and accomplishments while also including a complete job history is termed
A) a combination résumé.
B) an indirect résumé.
C) a functional résumé.
D) a chronological résumé.
Q3) The ________ ________ section of a résumé states what you wish to accomplish in your work.
Q4) If you have a criminal record, you are required by law to disclose it on your résumé. A)True
B)False
Q5) A(n) ________ résumé provides the opportunity to expand on the information contained in your basic résumé with links.
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Chapter 19: Applying and Interviewing for Employment
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Q1) When resigning from your current job, it is vital to give your employer at least ________ ________ notice.
Q2) If you are asked back for a final job interview, you should expect the interviewer to focus on
A) selling you on the advantages of joining the organization.
B) checking your references.
C) your previous job experience.
D) your educational background.
Q3) Describe at least five types of employment interviews.
Q4) Of the three stages of a job interview, the close is the most important.
A)True
B)False
Q5) In ________-________ interviews, the interviewer poses broad questions and encourages the applicant to talk freely.
Q6) You've just finished a job interview that didn't seem promising. Since you know there's no chance of getting the job, you should not bother to send a thank-you message to the interviewer.
A)True
B)False
21
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Chapter 20: Format and Layout of Business Documents
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Q1) When preparing a formal report that will be bound, leave at least a
A) 1-inch margin on three sides and a 1-1/2-inch margin on the bound side.
B) uniform 2-inch margin on all sides.
C) uniform 1-1/2-inch margin on all sides.
D) 2-inch margin at the top and bottom and a 1-inch margin on the sides.
Q2) In business documents, abbreviations such as U.S.A. and M.B.A. must always contain periods.
A)True
B)False
Q3) The top of a memo usually includes headings for
A) to, from, date, subject.
B) subject, to, date.
C) attention, to, from, date.
D) department, date, subject.
Q4) The second page of a letter includes a heading that is different from the heading of the first page.
A)True
B)False
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Chapter 21: Documentation of Report Sources
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Q1) With Chicago humanities style, the bibliography
A) can include annotations.
B) lists only those works actually cited in the text.
C) lists works in the order in which they were cited in the text.
D) does all of the above.
Q2) The American Psychological Association style uses the author-date system.
A)True
B)False
Q3) The purpose of a superscript in text is to let the reader know
A) to look for source information.
B) how many sources the author consulted.
C) to read the marked line more carefully.
D) that the report is scholarly.
Q4) If you use unpublished materials, such as doctoral dissertations or public speeches, as resources, you do not need to cite them in your report.
A)True
B)False
Q5) There is difference between endnotes and a bibliography.
A)True
B)False
23
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Chapter 22: Correction Symbols
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Q1) Which of the following is a sentence fragment?
A) Moxie, depending on his friends for support.
B) Come here.
C) He put the package in the mail right away.
D) The bigger they are, the harder they fall.
Q2) Which of the following terms should not be hyphenated?
A) We had a long-term relationship.
B) The relationship was long-term.
C) That is one self-confident politician.
D) I introduced her as my ex-wife.
Q3) The pronoun "who" is in the nominative case; the pronoun "whom" is in the objective case.
A)True B)False
Q4) A linking verb is always followed by a noun, pronoun, or adjective.
A)True
B)False
Q5) You should include a comma when a date consists only of the month and year.
A)True
B)False
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