Organizational Communication
Mock Exam
Course Introduction
Organizational Communication explores the processes and dynamics of communication within organizations, examining how information flows, how relationships are built, and how internal and external communications shape organizational culture and effectiveness. The course covers topics such as formal and informal communication networks, leadership communication styles, conflict resolution, decision-making, and the impact of technology on workplace interactions. Through case studies and practical exercises, students gain insights into strategies for improving communication, fostering collaboration, managing change, and addressing diversity in modern organizations.
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) The accepted principles of conduct that govern behavior within a society are known as
A) laws.
B) social guidelines.
C) ethics.
D) protocols.
E) none of the above.
Answer: C
Q2) When it comes to communication skills,employers express particular frustration with A) experienced workers who shun new technologies.
B) recent college graduates who haven't learned how to adapt to a professional environment.
C) employees whose first language is not English.
D) male workers.
E) employees who believe they are tech-savvy.
Answer: B
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Chapter 2: Mastering Team Skills and Interpersonal Communication
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Q1) The first phase that a new team typically goes through is A) conflict.
B) reinforcement.
C) orientation.
D) brainstorming.
E) intensification.
Answer: C
Q2) Touch
A) is the least important form of nonverbal communication.
B) is the great equalizer, putting people of different status on the same footing.
C) should be completely avoided in all business situations.
D) is governed by cultural customs that establish who can touch whom and when.
E) is a universal language, consistent in meaning from culture to culture.
Answer: D
Q3) Good listeners specialize in one of the three types of listening and apply it to nearly all situations.
A)True
B)False
Answer: False
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Chapter 3: Communicating in a World of Diversity
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Sample Questions
Q1) The process of sending and receiving messages between people of different cultures is called ________ ________.
Answer: intercultural communication
Explanation: Intercultural communication is the process of sending and receiving messages between people whose cultural backgrounds could lead them to interpret verbal and nonverbal signs differently.Every attempt to send and receive messages is influenced by culture,so to communicate successfully,you need a basic grasp of the cultural differences you may encounter and how you should handle them.
Q2) When preparing a message to someone from another culture,you should
A) never write more than a single paragraph.
B) assume that the audience is familiar with common U.S. phrases and references.
C) be sure to remove all graphics, in case they might offend someone.
D) be careful to express numbers and dates in the format used in that person's culture.
E) write in simple sentences only.
Answer: D
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) Infographics are
A) visuals in business messages that inform, rather than decorate.
B) software programs designed to help create effective visuals for business reports.
C) professional designers who are skilled in making business documents come to life with effective visuals.
D) statistical analyses that help companies determine the exact mix of text and visuals to use in communicating with a particular audience.
E) messages that combine powerful visuals with supporting text.
Q2) The scope of a message will generally be longer when
A) the audience is unfamiliar with your topic.
B) the audience is unfamiliar with you and your credibility.
C) the audience is likely to resist your ideas.
D) your subject is controversial, complex, or both.
E) any of the above are true.
Q3) How can the journalistic approach help you include all required information in your business messages?
Q4) Briefly distinguish between the direct and indirect approaches to organizing business messages.
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Chapter 5: Writing Business Messages
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Q1) An effective paragraph deals with more than the main topic and shows that the writer intends to be as efficient as possible.
A)True
B)False
Q2) When you want to develop a paragraph by showing how a general idea is broken into specific categories,which of these methods would you use?
A) Illustration
B) Comparison and contrast
C) Cause and effect
D) Classification
E) Generalization
Q3) Explain what it means to choose "words that communicate well," then list four techniques for selecting the best words when writing business messages.
Q4) Enlivening business messages with humor will always please your readers,especially if they don't know you very well.
A)True
B)False
Q5) How is the denotative meaning of a word different from its connotative meaning?
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Chapter 6: Completing Business Messages
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Q1) Conclusions should accomplish what two tasks?
Q2) "If the figures are in by the end of the month we will hopefully be able to begin planning for the upcoming year's budget,but if they are not then the planning process will most definitely have to wait until later" is an example of A) a comma splice.
B) an overly long sentence.
C) an indefinite pronoun starter.
D) an awkward pointer.
E) parallelism.
Q3) How do serif typefaces differ from sans serif typefaces?
Q4) Briefly explain the difference between word processing software and desktop publishing software.
Q5) Today's powerful grammar checkers can easily determine whether your document states your message correctly and communicates it clearly.
A)True
B)False
Q6) Explain why editing for conciseness is important,then list the four steps it involves.
Q7) What is a multimedia document,and what advantage does this medium offer?
Page 8
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Chapter 7: Crafting Messages for Electronic Media
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Q1) Websites specifically designed to pool the inputs of multiple users in order to benefit the community as a whole are known as ________ websites.
A) hidden
B) open
C) user-friendly
D) community participation
E) open-source
Q2) When using IM for business communication,acronyms such as FWIW and HTH
A) are perfectly appropriate.
B) may confuse some readers, who are new to the medium but meet the expectations of most.
C) should be used frequently since they indicate your comfort with the medium.
D) should not be used unless you are communicating with close colleagues. E) are inappropriate for U.S. audiences, but fine for international readers.
Q3) Sites such as Flickr,Facebook,and YouTube are valuable for social communication,but not for business.
A)True
B)False
Q4) List at least three drawbacks of using instant messaging in business.
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Chapter 8: Writing Routine and Positive Messages
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Q1) When a company grants a customer's claim or request for adjustment,
A) the customer is still likely to take his or her business elsewhere.
B) the customer is likely to tell more people about it than if the matter was handled poorly.
C) it opens the door to frivolous lawsuits.
D) the customer is likely to be even more loyal than before.
E) it sends the message that the company is unsuccessful.
Q2) The closing section of a positive message
A) highlights a benefit to the audience or expresses goodwill.
B) states the main idea.
C) is the longest part.
D) provides resale information.
E) should usually include a joke or personal comment.
Q3) When making direct requests,you should avoid such polite words and phrases as "please" and "I would appreciate."
A)True
B)False
Q4) What is a news release?
Q5) What three goals should you have when answering routine requests and a potential sale is involved?
Page 10
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Chapter 9: Writing Negative Messages
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Q1) In the close of a negative message,you should
A) encourage the person to write or call to discuss the situation further.
B) emphasize your respect for the audience.
C) ask for feedback on whether the decision is acceptable to the reader.
D) express concern over possibly losing the reader's business.
E) beg the reader not to be upset with you.
Q2) Explain the characteristics of an effective letter rejecting a job applicant.
Q3) When responding to social networking recommendation requests,a single sentence that focuses on one positive aspect is often all that is necessary. A)True B)False
Q4) 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?
Q5) When using the indirect approach for a negative message,begin with a (an)________ that softens the blow of the bad news.
Q6) List at least three guidelines that can help you avoid being accused of defamation.
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Chapter 10: Writing Persuasive Messages
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Q1) Unlike more traditional promotional messages,those written for social media
A) are less interactive.
B) enable companies to engage in conversations about their products and services.
C) allow for less transparency and openness with customers.
D) save money by allowing companies to rely on the news media to distribute important messages.
E) are effective only for audience members between 18 and 25 years of age.
Q2) Briefly define social commerce.
Q3) Deductive reasoning moves from specific evidence to a general conclusion. A)True B)False
Q4) When it comes to persuasive messages,the direct approach
A) is rarely used.
B) is often preferable when you know your audience is likely to agree with you.
C) is used only by top management.
D) does not require inclusion of justifications or explanations.
E) is a sign that the writer lacks confidence.
Q5) Explain how to balance emotional appeals and logical appeals in persuasive business messages.
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Chapter 11: Planning Reports and Proposals
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Q1) A metacrawler is
A) a highly specialized directory that focuses on a specific subject matter area.
B) a search engine that examines only newsgroup messages.
C) a type of aggregator that offers subscribers all-day information on their desktops.
D) a special type of engine that searches several search engines at once.
E) a search engine that can access the hidden Internet.
Q2) To find out your company's average monthly utility bill over the last year,you would need to calculate the mode of the last twelve bills.
A)True
B)False
Q3) Which of the following is not a typical element in a formal work plan?
A) Statement of purpose
B) Statement of the scope of the investigation
C) Discussion of tasks to be accomplished
D) Conclusions and recommendations
E) Preliminary outline
Q4) Briefly explain problem factoring.
Q5) List the three most common strategies for structuring analytical reports.
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Chapter 12: Writing Reports and Proposals
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Q1) Tables presented in printed documents must contain fewer columns and rows than tables presented online.
A)True
B)False
Q2) Linking a spreadsheet to your report will help ensure that readers are always seeing the most up-to-date information.
A)True
B)False
Q3) A surface chart is
A) a type of three-dimensional pie chart.
B) a form of line chart in which all the lines add up to the top line.
C) a type of map showing various terrains.
D) used to show interrelationships within an organization.
E) the same thing as a pie chart.
Q4) Briefly explain the difference between descriptive titles and informative titles for visuals,and provide an example of each.
Q5) In designing visuals for business reports,what tasks are best suited for bar charts? List at least two.
Q6) List and briefly explain five characteristics of effective report content.
Page 14
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Chapter 13: Completing Reports and Proposals
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Q1) In preparing a formal proposal,how should you determine whether to treat the letter of transmittal as a positive,negative,or persuasive message?
Q2) Urging readers to act in the close of a proposal
A) is considered a hard-sell tactic, and should be avoided.
B) is acceptable if you know the audience well, but inappropriate for new clients.
C) is an effective and reasonable strategy.
D) generally works well, but never when responding to government RFP's.
E) is effective only when your text is organized in the direct approach.
Q3) Why is it often helpful to enlist the help of two people when proofreading reports and proposals?
Q4) The body of a proposal should
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) aggressively attack any other companies competing for the audience's business. E) do all of the above.
Q5) When should you include a separate list of illustrations with your report?
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Chapter 14: Designing and Delivering Oral and Online Presentations
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Q1) Screencasting software lets you show the audience everything you do on screen and is effective for demonstrating software programs.
A)True
B)False
Q2) The two most popular types of visual aids for business presentations are whiteboards and flip charts.
A)True
B)False
Q3) A slideument is
A) a particularly useful electronic slide that provides lots of information.
B) a slide that is sent ahead of time to introduce the audience to your topic.
C) an electronic slide that tries to function as both a presentation visual and a printed document.
D) a slide that is also printed and distributed to the audience as a handout.
E) a helpful summary of your presentation, distributed to the audience just as you begin.
Q4) List at least three types of visuals commonly used in business presentations.
Q5) List and briefly explain six strategies for holding your audience's attention during a business presentation.
Page 16
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Chapter 15: Building Careers and Writing Résumés
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Sample Questions
Q1) Regardless of a candidate's work experience,the prime source of jobs in general appears to be
A) recommendations from current employees.
B) online job posting services.
C) college job fairs.
D) postings on company websites.
E) all of the above equally.
Q2) To achieve the best physical appearance for your résumé,you should
A) have it prepared by a professional résumé service.
B) make subheadings easy to find and easy to read.
C) use colored paper.
D) use a variety of typefaces in various colors.
E) submit it in a brightly colored envelope or folder.
Q3) You should always include your college GPA on your résumé.
A)True
B)False
Q4) In what ways does a scannable résumé differ from the traditional format?
Q5) Name at least five types of information that should not be included on résumés when candidates are applying to companies in the U.S.
Page 17
Q6) What is meant by "quality of hire," and how do companies use it?
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Chapter 16: Applying and Interviewing for Employment
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Q1) An unsolicited job application letter should begin with a statement designed to get the reader's attention.
A)True B)False
Q2) Part of your preparation for job interviews is an evaluation of your vocal tone and speaking habits.
A)True B)False
Q3) List three guidelines to follow when deciding what to wear for an employment interview.
Q4) In evaluating your performance in mock interviews,what sorts of things should you (and your interview partner)pay particular attention to?
Q5) Most employers interview an applicant multiple times before deciding whether to offer a person a job.
A)True B)False
Q6) Describe the typical sequence of employment interviews,and what employers tend to look for at each stage.
Q7) Describe at least three common employment messages that follow an interview.
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Chapter 17: Format and Layout of Business Documents
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Q1) In memos,a courtesy title
A) should always be used.
B) is never appropriate.
C) is required if you are discussing confidential matters.
D) should be used only if you would use one in a face-to-face encounter with the reader.
E) is used only when you do not know the reader's last name.
Q2) When preparing a formal report that will be bound,leave at least a
A) uniform 2-inch margin on all sides.
B) 2-inch margin at the top and bottom and a 1-inch margin on the sides.
C) uniform 1½ inch margin on all sides.
D) 3-inch margin on the left side of each page.
E) 1-inch margin on three sides and a 1½ inch margin on the bound side.
Q3) "Feb.10th,2013" is the correct way to type the date in a letter.
A)True
B)False
Q4) In the signature block of a business letter,three blank lines are left between the complimentary close and the sender's typed name.
A)True
B)False
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Chapter 18: Documentation of Report Sources
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Q1) With MLA style,you use
A) the author-date system.
B) the author-page reference system.
C) superscripts and footnotes or endnotes.
D) full citations within the text itself.
E) none of the above.
Q2) With Chicago humanities style,the bibliography
A) lists only those works actually cited in the text.
B) lists works in the order in which they were cited in the text.
C) is always in reverse alphabetical order.
D) can include annotations.
E) does all of the above.
Q3) With APA style,you use
A) the author-date system.
B) the author-page number system.
C) superscripts and footnotes or endnotes.
D) full citations within the text itself.
E) none of the above.
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Chapter 19: Handbook of Grammar, Mechanics, and Usage
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Q1) You should include a comma when a date consists only of the month and year.
A)True
B)False
Q2) Which of the following is a sentence fragment?
A) The bigger they are, the harder they fall.
B) Put it in the mail right away.
C) Come here.
D) Depending on the circumstances.
E) The report is now due.
Q3) Which of the following is a demonstrative pronoun?
A) He
B) This
C) Who
D) Anyone
E) We
Q4) 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
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