Workplace Communication Exam Preparation Guide
Course Introduction
Workplace Communication explores the principles and practices essential for effective interaction within contemporary professional environments. This course covers both verbal and nonverbal communication strategies, active listening, conflict resolution, team collaboration, and the use of digital tools to facilitate clear and efficient information exchange. Students will analyze real-world scenarios and participate in practical exercises to develop skills in writing emails, reports, and proposals, as well as delivering presentations and conducting meetings. Emphasis is placed on adapting communication styles to diverse audiences and promoting a positive, inclusive workplace culture.
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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Page 2
Chapter 1: Achieving Success Through Effective Business
Communication
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98 Verified Questions
98 Flashcards
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Sample Questions
Q1) The first step in the communication process is "the sender has an idea."
A)True
B)False Answer: True
Q2) Briefly explain the nature and importance of the final phase in the communication process.
Answer: The final phase in the communication process occurs when the receiver provides feedback for the sender.Feedback enables the sender to evaluate the effectiveness of the message.
Q3) Setting aside time to attend to email and telephone messages all at once is one way to help minimize distractions.
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
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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 goal of __________ listening is to understand the speaker's feelings.
Answer: empathic
Q2) You are engaging in __________ when you tune out a speaker until you hear a word or phrase that gets your attention once more.
Answer: selective listening
Q3) A(n)__________ is a unit of two or more people who work together to achieve a goal.
Answer: team
Q4) When it comes to nonverbal communication,your __________ are especially effective for indicating attention and interest,regulating interaction,and establishing dominance.
Answer: eyes
Q5) When it comes to resolving conflict in groups,it is a good idea to
A) be flexible.
B) hold off dealing with minor problems until the conflict becomes major.
C) avoid all conflict in the first place.
D) encourage participants to repress their emotions about the situation.
Answer: A
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Chapter 3: Communicating Interculturally
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89 Flashcards
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Sample Questions
Q1) Japan is an example of a country with a homogeneous population.
A)True
B)False
Answer: True
Q2) Machine translation uses computerized intelligence (such as software on websites)to translate material from one language to another.
A)True
B)False
Answer: True
Q3) If you react with __________,you tend to judge all other groups according to your own group's standards,behaviours,and customs.
Answer: ethnocentrism
Q4) Ethnocentric people fail to communicate with individuals as they really are.
A)True
B)False
Answer: True
Q5) Both __________ and workforce diversity create advantages-and challenges-for business communicators throughout the world.
Answer: immigration
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Chapter 4: Planning Business Messages
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111 Verified Questions
111 Flashcards
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Sample Questions
Q1) Brainstorming is when someone has an emotional outburst.
A)True
B)False
Q2) Organizing ideas using a graphic method is called a "storyteller's tour."
A)True
B)False
Q3) A disadvantage of electronic media is that it is not conducive to speedy feedback.
A)True
B)False
Q4) The richest communication medium is ___________
A) a phone call.
B) a memo.
C) an email.
D) a face-to-face.
Q5) Aside from being easy to understand,routine messages are _____________
A) the main idea.
B) easy to prepare.
C) offer supporting evidence.
D) pleasing to your audience.
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Chapter 5: Writing Business Messages
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79 Verified Questions
79 Flashcards
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Sample Questions
Q1) Plain English is a style of writing used primarily for communicating to those for whom English is a second language.
A)True
B)False
Q2) Coherence is achieved through the use of ___________ that show the relationship between paragraphs and among sentences within paragraphs.
Q3) Being too modest can reduce your credibility with your audience.
A)True
B)False
Q4) Plain English is a style of writing ______________
A) used only for casual correspondence.
B) designed to make technical materials more understandable to the audience.
C) aimed primarily at readers for whom English is a second language.
D) inappropriate for business communication.
Q5) Define bias-free language.
Q6) In business communication you must be careful to use words that are low in connotative meaning.
A)True
B)False
Page 7
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Chapter 6: Completing Business Messages
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) "The above-mentioned book" is an example of _____________
A) a redundancy.
B) a strung-out sentence.
C) an indefinite pronoun starter.
D) an awkward reference.
Q2) Using as many different typefaces as possible makes your business documents more appealing.
A)True
B)False
Q3) You should not centre text paragraphs because it "darkens" you message's appearance.
A)True
B)False
Q4) 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
Q5) Explain why editing for conciseness is important; then list the four steps it involves.
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Chapter 7: Crafting Messages for Electronic Media
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95 Verified Questions
95 Flashcards
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Sample Questions
Q1) Syndication is the process of distributing web pages and instant messages to over 5000 users.
A)True
B)False
Q2) The process of publication for blogs and podcasts is often referred to as
A) publishing.
B) podcasting.
C) syndication.
D) production.
Q3) Give three situations in which you should use a printed message over electronic alternatives.
Q4) If you receive criticism from readers based on a business blog,_____________
A) your should respond openly and honestly.
B) ignore it unless the critic is incorrect.
C) post it, and follow with a blog entry to show your audience that it will not be tolerated.
D) do not acknowledge it publicly, since doing so will reduce your credibility.
Q5) A video podcast is often called a __________ or __________.
Q6) The IM version of email spam is known as __________.
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Chapter 8: Writing Routine and Positive Messages
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87 Verified Questions
87 Flashcards
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Sample Questions
Q1) Messages of __________ express sympathy.
Q2) Your response to a complaint depends on both your company's policies for resolving such issues and your assessment of whether the company,the customer,or some third party is at fault.
A)True
B)False
Q3) When sending a goodwill message _____________
A) use congratulatory messages to build goodwill with clients and colleagues.
B) make the company or situation the focus of your comments.
C) use memo format for all goodwill messages sent through interoffice mail.
D) omit any personalized details.
Q4) A letter of request closes with a request for a specific response,an expression of appreciation,and information on how the writer can be reached.
A)True
B)False
Q5) A claim letter or request for adjustment follows the indirect plan.
A)True
B)False
Q6) Dissatisfied customers make a(n)__________ or request a(n)__________.
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Chapter 9: Writing Negative Messages
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91 Verified Questions
91 Flashcards
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Sample Questions
Q1) When using the indirect plan for a bad-news message,you present the reasons for your decision before revealing the bad news itself.
A)True
B)False
Q2) What are the two benefits of stating the bad news at the beginning of a negative message?
Q3) A good way to de-emphasize bad news is to _____________
A) maximize the space devoted to it.
B) say, "I trust our decision is satisfactory."
C) avoid stating it and hope that the reader understands what you mean.
D) burying it in the middle of a sentence or paragraph.
Q4) When refusing to make an adjustment,avoid calling the customer defamatory names,such as "cheat" or "liar."
A)True
B)False
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?
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Chapter 10: Writing Persuasive Messages
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) The term AIDA refers to a computer program used to compose persuasive messages.
A)True
B)False
Q2) When writing persuasive messages,one should be careful not to mix emotional and logical appeals.
A)True
B)False
Q3) Induction refers to reasoning from a generalization to a specific conclusion.
A)True
B)False
Q4) What are three methods of reasoning you can use when making a logical appeal?
Q5) Psychographics and demographics are strongly influenced by culture.
A)True
B)False
Q6) __________is the need to reach one's full potential as a human being.
Q7) The best way to handle objections to sales messages is to wait until they appear and then address them; this way you don't waste time and energy worrying about what might happen.
A)True
B)False
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Chapter 11: Planning Reports and Proposals
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105 Verified Questions
105 Flashcards
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Sample Questions
Q1) A memo summarizing an employee's trip to a trade show would be an example of a personal activity report.
A)True
B)False
Q2) Describe the basic function of internal proposals.
Q3) Although it is persuasive,the 2 + 2 = 4 approach is not an efficient way to organize an analytical report.
A)True
B)False
Q4) Even if you paraphrase material,it's best to give credit to the source you obtained the original information from.
A)True
B)False
Q5) The statement of __________ explains why you are preparing the report and what you plan to deliver in the report.
Q6) Very few reports require a work plan.
A)True
B)False
Q7) Briefly explain problem factoring.
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Chapter 12: Writing Reports and Proposals
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74 Verified Questions
74 Flashcards
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Sample Questions
Q1) In what forms can previews and reviews be written in a business report?
Q2) To help readers find what they're looking for and stay on track as they navigate through your documents,explain the use of three navigational aids.
Q3) The best type of visual aid for showing trends over time is ______________
A) a table.
B) a pie chart.
C) a line chart.
D) an organization chart.
Q4) Transitional words and phrases ______________
A) tie ideas together and keep readers moving along the right track.
B) help overcome poor organization.
C) are essential to analytical reports but unnecessary in informational reports.
D) do all of the above.
Q5) 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.
Q6) A surface chart is a type of bar chart in which the bars are represented by symbols. A)True
B)False
Page 14
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Chapter 13: Completing Reports and Proposals
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84 Verified Questions
84 Flashcards
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Sample Questions
Q1) Instead of a letter of authorization,a proposal contains a(n)__________ issued by the client.
Q2) The letter of transmittal should use the indirect approach,especially if the report is an analytical one.
A)True
B)False
Q3) When checking over your report,you shouldn't consult others because they do not know your work.
A)True
B)False
Q4) Describe the primary function of the letter of transmittal.
Q5) The prefatory parts of a formal proposal may include ___________________
A) a letter of authorization.
B) a copy of the RFP.
C) an index.
D) visual aids.
Q6) Many reports,especially short ones,do not require a synopsis or executive summary.
A)True
B)False
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Chapter 14: Designing and Delivering Oral and Online Presentations
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91 Verified Questions
91 Flashcards
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Sample Questions
Q1) If the action you advocate in a speech is likely to be difficult,use the final summary to ensure that everyone understands the problems involved.
A)True
B)False
Q2) Having someone else introduce you lets you avoid appearing boastful.
A)True
B)False
Q3) You must establish credibility quickly; people tend to decide within a few minutes whether you're worth listening to.
A)True
B)False
Q4) What is the visual of choice for most business situations?
A) Podcasts
B) Electronic presentations
C) Overhead transparencies
D) Chalkboards
Q5) When making presentations to international audiences,language fluency might vary widely. List 5 tips for making presentations around the world.
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Chapter 15: Building Careers and Writing Résumés
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85 Verified Questions
85 Flashcards
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Sample Questions
Q1) In addition to your name,what should be included in the Contact Information section of your résumé?
Q2) The preferred way to send a plain-text résumé is ___________
A) through regular mail.
B) by fax.
C) via email as part of the body of the email message.
D) via email as an attached file.
Q3) A key advantage of an __________ version of your résumé is that you can provide links to supporting details and other materials.
Q4) An electronic résumé differs from a standard print résumé in that ___________
A) it includes a list of key words.
B) the Work Experience section always gets listed first.
C) you leave out the Education section.
D) all of the above.
Q5) When posting work that supports your website résumé,be sure you have permission to publish or link to material created for a previous employer.
A)True
B)False
Q6) The most traditional way to organize a résumé is __________.
Page 17
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Chapter 16: Applying and Interviewing for Employment
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118 Verified Questions
118 Flashcards
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Sample Questions
Q1) List at least five things that you might want to find out during a job interview.
Q2) An open-ended interview tends to be formal and highly structured.
A)True
B)False
Q3) Describe each of the three stages in a typical sequence of interviews.
Q4) Most interviewers begin making a decision about the applicant __________________
A) within the first minute.
B) during the question-and-answer stage.
C) during the final minutes of the interview.
D) after the candidate has left.
Q5) An application letter should not volunteer salary information unless an employer asks for it.
A)True B)False
Q6) If you haven't heard from an employer within two weeks after an interview,send a letter of __________.
Q7) A(n)solicited application letter is sent in response to an announced opening,whereas a(n)unsolicited application letter is sent to an organization that has not announced an opening.
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Chapter 17: Format and Layout of Business Documents
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Sample Questions
Q1) Most envelopes used in Canadian business are No.10 (9 1/2 inches long).
A)True
B)False
Q2) The letter format in which all parts begin at the left margin is called
A) block.
B) modified block.
C) simplified.
D) mixed.
Q3) The inside address of a letter identifies the sender of the letter.
A)True
B)False
Q4) A memo has a complimentary close and a signature.
A)True
B)False
Q5) The design for letterhead stationery should be as simple as possible.
A)True
B)False
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Chapter 18: Documentation of Report Sources
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Sample Questions
Q1) In the APA style,titles of articles are put in quotation marks and all important words are capitalized.
A)True
B)False
Q2) When citing journal articles using the APA style ___________
A) use quotation marks around the title.
B) capitalize only the first word of the title, any proper nouns, and the first word to follow an internal colon.
C) you do not need to include the volume number.
D) include only the first page of the article.
Q3) The American Psychological Association style uses the author-date system.
A)True
B)False
Q4) The humanities system relies on superscript numbers to let readers know how to look for a footnote or endnote.
A)True
B)False
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