Organizational Communication
Midterm Exam
Course Introduction
Organizational Communication explores the theories, principles, and practices that govern communication within formal organizations. This course examines how communication shapes organizational structure, culture, and processes, including decision-making, conflict management, leadership, and team dynamics. Students will analyze both internal (employee-to-employee) and external (organization-to-public) communication strategies, learning how effective information flow enhances productivity and morale. Through case studies, discussions, and practical activities, the course emphasizes the role of communication technology, diversity, and ethics in contemporary organizational settings.
Recommended Textbook
Excellence in Business Communication 4th Canadian Edition by John V. Thill
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18 Chapters
1541 Verified Questions
1541 Flashcards
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Chapter 1: Achieving Success Through Effective Business Communication
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98 Verified Questions
98 Flashcards
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Sample Questions
Q1) Sending more messages is usually better than not sending enough. A)True
B)False
Answer: False
Q2) A major barrier to effective communication is competing messages. A)True
B)False
Answer: True
Q3) "Knowledge workers" are those employees that specialize in acquiring,processing,and communicating information.
A)True
B)False
Answer: True
Q4) An ethical __________ involves choosing among conflicting alternatives that aren't clear-cut.
Answer: dilemma
Q5) After getting a message,a receiver responds by giving the sender __________.
Answer: feedback
Q6) An ethical __________ involves making a clearly unethical or illegal choice. Answer: lapse Page 3
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Page 4
Chapter 2: Communicating in Teams and Mastering
Listening and Nonverbal Communication
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104 Verified Questions
104 Flashcards
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Sample Questions
Q1) The best way to handle an emotional reaction in a business setting is to
A) focus on your argument and ignore the emotional elements.
B) repeat yourself in hopes that this will help diffuse emotions.
C) express understanding.
D) agree with the other person's emotional reaction.
Answer: C
Q2) Nonverbal differs from verbal communication in that it _____________________
A) rarely occurs spontaneously.
B) lacks intent.
C) often reveals information without your consent.
D) doesn't provide a message.
Answer: C
Q3) __________ contributors need to let go of traditional expectations of authorship,including individual recognition.
Answer: Wiki
Q4) Much of the communication you'll participate in will take place in meetings. A)True B)False
Page 5
Answer: True
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Chapter 3: Communicating Interculturally
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Sample Questions
Q1) Ethnocentrism can be overcome by ________________
A) maintaining an open mind.
B) judging other groups according to your own standards.
C) ignoring the distinctions between cultures.
D) remembering that people from other cultures communicate in ways that are inferior to your own.
Answer: A
Q2) Regardless of the country you're doing business in,a person suspected of a crime is considered innocent until proven guilty.
A)True
B)False
Answer: False
Q3) Briefly describe at least three strategies for writing effective multicultural messages.
Answer: Using simple,clear language,be brief,use transitional elements,addressing international correspondence properly,and citing numbers and dates carefully are all helpful when writing to a multicultural audience.It is also important to avoid slang,idioms,and humour.
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) It is better to use the indirect approach if your audience will ___________
A) have a positive reaction.
B) be neutral about what you have to say.
C) be displeased by what you have to say.
D) be above you in the hierarchy.
Q2) During the __________ stage of the composition process,you define your purpose,analyze your audience,and select the channel and medium for the message.
Q3) When preparing an "organization chart" to help organize a message,you begin with
A) the main idea.
B) the major points.
C) supporting evidence.
D) whatever you want to begin with.
Q4) Voice mail is a poor choice for ___________
A) short messages.
B) lengthy messages.
C) direct messages.
D) indirect messages.
Q5) Messages can be unethical if important information is __________.
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Chapter 5: Writing Business Messages
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Sample Questions
Q1) The __________ meaning of a word is its literal,dictionary meaning,whereas the __________ meaning includes all the associations and feelings it evokes.
Q2) Bias-free language __________________
A) avoids using the word bias.
B) avoids sexist language.
C) avoids referring to Aboriginal people.
D) avoids discussing any minority groups.
Q3) List three strategies for improving your audience sensitivity.
Q4) Abstract words should be completely avoided in business writing.
A)True
B)False
Q5) What are five ways to develop a paragraph?
Q6) Which of the following statements best reflects the "you" attitude?
A) "You failed to enclose a cheque for $25."
B) "We need a cheque from you for $25 so that we can send the merchandise by May 15."
C) "We will send you the merchandise as soon as we receive your cheque for $25."
D) "You will have your merchandise by July 15 if you send us your cheque for $25 today."
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Page 8
Chapter 6: Completing Business Messages
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85 Flashcards
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Sample Questions
Q1) The most common readability formulas measure the number of letters in all the words of a sample paragraph to give you a rough idea of the level of your material.
A)True
B)False
Q2) Explain at least three of the steps involved in editing documents for clarity.
Q3) Briefly describe at least three advantages of using lists in business documents.
Q4) "Visible to the eye" is an example of _____________
A) a cliché.
B) redundancy.
C) the passive voice.
D) obsolete language.
Q5) Word combinations that are needlessly repetitive are called __________.
Q6) Using white space in a document _____________
A) is considered "cheating."
B) is only an option when you can't use colour.
C) makes your document look unappealing.
D) provides contrast.
Q7) A(n)__________ sentence uses words such as may and seems to avoid stating a judgment or fact.
Page 9
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Chapter 7: Crafting Messages for Electronic Media
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Sample Questions
Q1) In an email message,"cc" refers to __________.
Q2) Although RSS is the most common format for publishing blogs and podcasts,it is complicated to use and requires special training.
A)True
B)False
Q3) Bloggers can help each other find audiences by listing favourite blogs
A) in an instant message.
B) in an email message.
C) in their blogrolls.
D) in their bookmarks.
Q4) Aggregators automatically collect information about new blog postings and podcasts.
A)True
B)False
Q5) Explain how to apply the three-step writing process to instant messages.
Q6) Define "RSS" and briefly describe its function.
Q7) An email message that contains insensitive,insulting,or critical comments is called a(n)__________.
Q8) A video podcast is often called a __________ or __________.
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Chapter 8: Writing Routine and Positive Messages
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Sample Questions
Q1) When responding to a request for adjustment when a third party is at fault,the best approach is to _____________
A) refuse the claim and suggest that the customer sue the third party.
B) respond with messages that explain how the problem will be solved.
C) honour the claim with no additional explanation.
D) honour the claim but explain that your company was not at fault.
Q2) When asking questions in a request message _____________
A) begin with the least important question and work your way up to the most important. B) avoid any open-ended questions.
C) ask only questions that are central to your main request.
D) format complicated questions so they stand out from other text.
Q3) A message of appreciation can become an important part of someone's personnel file.
A)True
B)False
Q4) List at least three guidelines to follow when writing condolence messages.
Q5) How should mildly disappointing information be included within a generally positive routine message?
Q6) Why are appreciation messages important? What should they include?
Page 11
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Chapter 9: Writing Negative Messages
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Sample Questions
Q1) When implying bad news _____________
A) be sure your audience understands the entire message, including the bad news.
B) overemphasize the positive.
C) be direct, using words like "can't" and "unable."
D) apologize first, and then state your reasons for the rejection or denial.
Q2) In the __________ plan for bad-news messages,the negative decision comes after the reasons supporting the decision.
Q3) Some former employers refuse to write __________ letters,especially for people whose job performance has been unsatisfactory.
Q4) Instead of beginning your message with a blunt no,you can use _____________
A) the direct plan.
B) the indirect plan.
C) a combination of the direct and indirect plans.
D) the deductive plan.
Q5) Rejecting credit requests,telling customers that shipments will be late,and rejecting job applicants are all types of __________ messages.
Q6) Even when the company is at fault,some experts believe the company should never
Q7) List three techniques for de-emphasizing bad news.
Page 12
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Chapter 10: Writing Persuasive Messages
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90 Flashcards
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Sample Questions
Q1) Persuasive messages need which type of scope to be sure only the information needed to help your audience take the next step toward a favourable decision is included?
A) Broad scope
B) Narrow scope
C) Limited scope
D) No scope
Q2) To overcome audience resistance to your message _____________
A) use the hard-sell approach.
B) present all sides of the issue before making the case for your position.
C) resist compromise.
D) do all of the above.
Q3) AIDA stands for ?_____________
A) appeal, indirect, direct, action.
B) anticipate inquiry in doing adjustments.
C) assume, insist, describe, act.
D) attention, interest, desire, action.
Q4) The purpose of a sales letter is to motivate people to spend money on products.
A)True
B)False
Page 13
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Chapter 11: Planning Reports and Proposals
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105 Flashcards
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Sample Questions
Q1) A survey is considered valid if it measures what it is intended to measure.
A)True
B)False
Q2) Observation,surveys,and interviews are all types of primary research.
A)True
B)False
Q3) __________ is expressing someone else's ideas in your own words.
Q4) Business reports help companies make decisions and solve problems.
A)True
B)False
Q5) A focus group is a group of employees working on a very specific project.
A)True
B)False
Q6) Start with primary research for your project; it will give you a grounding in the area,and it can save considerable time and money for the overall assignment.
A)True
B)False
Q7) List three common types of monitor/control reports.
Q9) Define "work plan" and briefly describe the elements it often contains. Page 14
Q8) List the three most common strategies for structuring analytical reports.
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Page 15
Chapter 12: Writing Reports and Proposals
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Sample Questions
Q1) Describe six strategies (in addition to using the AIDA format)for strengthening your argument in business proposals.
Q2) A(n)__________ title on a graphic simply identifies the topic,while a(n)__________ title calls attention to the conclusion that ought to be drawn from the data.
Q3) Bar charts have limited use because they can only be used to compare two sets of data.
A)True
B)False
Q4) Remember that the report close is your last chance to convince the reader,so it is okay to introduce new facts if these help your case.Discuss.
Q5) Legends are not _____________
A) necessary for simple graphs.
B) helpful in communicating your key points. C) used for complex graphs. D) often read.
Q6) __________ charts are a form of line chart with a cumulative effect; all the lines add up to the top line.
Q7) List and briefly explain five characteristics of effective report content.
Page 16
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Chapter 13: Completing Reports and Proposals
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Sample Questions
Q1) If a proposal is unsolicited,the letter of transmittal should follow the format for persuasive messages.
A)True
B)False
Q2) A(n)__________ is a fully developed "mini" version of the report itself.
Q3) The letter of transmittal should use the indirect approach,especially if the report is an analytical one.
A)True
B)False
Q4) In a formal proposal,how do you determine what organizational approach to use in the letter of transmittal?
Q5) Briefly explain the difference between an informative synopsis and a descriptive synopsis.
Q6) A main purpose of the text of a proposal is to ___________________
A) capture the reader's attention.
B) explain the complete details of the solution.
C) make whatever promises it takes to win the contract.
D) summarize the problem.
Q7) When should you include a separate list of illustrations with your report?
Page 17
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Chapter 14: Designing and Delivering Oral and Online Presentations
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Sample Questions
Q1) Using __________ __________ such as flip charts and slides can help you create audience interest,illustrate points,and increase your audience's ability to remember information.
Q2) Analyzing your audience helps you ___________________
A) gear the style and content of your speech to audience needs and interests. B) remember to keep your speech or oral presentation short.
C) define your purpose.
D) prepare a detailed, informative outline.
Q3) Briefly explain the difference between a planning outline and a speaking outline.
Q4) As a general guideline,when delivering a speech allow yourself 10 minutes per slide.
A)True
B)False
Q5) Using visual aids dramatically increases the audience's ability to absorb and remember information.
A)True
B)False
Q6) ___________ control how one slide replaces another in an electronic slide show.
Q7) List two goals to achieve in the body of a business presentation.
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Chapter 15: Building Careers and Writing Résumés
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Sample Questions
Q1) It is inappropriate to mention community activities or volunteer work on a résumé.
A)True
B)False
Q2) In the work experience section of your résumé,you leave out any jobs that do not relate directly to your career objective.
A)True
B)False
Q3) Lifetime employability means that there will always be a job available during your lifetime.
A)True
B)False
Q4) Your career probably won't be as stable as careers were in your parents' generation. A)True
B)False
Q5) Describe five factors that are likely to affect your entry into the job market and your career success in years to come.
Q6) Describe the main sections or elements that are included on most résumés.
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Chapter 16: Applying and Interviewing for Employment
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Sample Questions
Q1) Planning for a successful job interview includes ___________________
A) sticking to neutral topics such as the weather.
B) learning about the organization.
C) bringing a companion to the interview with you for support.
D) completing a few pre-employment tests and bringing the results with you.
Q2) If you haven't heard from an employer within two weeks after an interview,send a letter of __________.
Q3) You are likely to impress an interviewer by being _______________________
A) open, enthusiastic, and interested.
B) boastful, intelligent, and courteous.
C) clean, speaking clearly and slowly, and smiling.
D) honest, well educated, and good looking.
Q4) Most employers interview an applicant two or three times before deciding whether to offer a person a job.
A)True
B)False
Q5) List the two functions of an application letter's final paragraph.
Q6) Inquiries about an applicant's religious affiliation,national origin,marital status,and so on are considered to be __________ interview questions.
Page 20
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Chapter 17: Format and Layout of Business Documents
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Sample Questions
Q1) To make a document look personal and interesting,vary the line length.
A)True
B)False
Q2) In the simplified letter format,commas follow both the salutation and the complimentary close.
A)True
B)False
Q3) Canada Post abbreviations for New Brunswick,Nova Scotia,Newfoundland and Nunavut are NB,NS,NL,and NU respectively.
A)True
B)False
Q4) What is the correct format for reference initials?
A) RSR/sm
B) RSR:sm
C) RSR:SM
D) all of the above
Q5) Email messages can act as memos but not as letters.
A)True
B)False
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Chapter 18: Documentation of Report Sources
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Sample Questions
Q1) The American Psychological Association style uses the author-date system.
A)True
B)False
Q2) To document report sources in a test using APA style,insert the author's surname and the date of publication at the end of a statement.
A)True
B)False
Q3) Always use APA style for documentation in your reports,even if your employer or client normally uses a different form.
A)True
B)False
Q4) In the List of Works Cited following the MLA style ___________
A) the date comes immediately after the author's name.
B) electronic sources are not included.
C) the titles of books and periodicals are put in quotation marks.
D) all the main words are capitalized in the titles of books and articles.
Q5) The APA style is popular in the physical,natural,and social sciences.
A)True
B)False
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