Chapter 1
1) Writing for work is ________ writing for school.
A) very different than
B) extremely similar to
C) identical to
D) almost the same as
E) not at all different from
Answer: A
Explanation:
A) In school the objective is usually to express what is known about a subject. In business
there are three basic overarching goals for communicating: to inform others, to elicit a
response, and/or to incite an action.
2) In the world of work, communication skills are ________.
A) nice to have
B) must haves
C) have nots
D) luxuries
E) unnecessary indulgences
Answer: B
Explanation:
B) In the business world you will be judged by the way you think, write, and speak before
you start your first professional job. You can't get an interview without a high-impact, wellwritten resume. You can't get a second interview or a job offer without being able to orally
communicate what you have to offer a prospective employer. You can't get promoted from an
entry-level job to one with more responsibility without strong thinking, writing, and speaking
skills.
3) All of the following are true of the dynamically changing world of business EXCEPT
A) Evolving technologies are rapidly affecting the way we work and communicate.
B) The globalization of many industries is shifting who we work for and how we conduct
business.
C) The increasing diversity of the workforce demands that we know more about different
cultures, attitudes, and beliefs.
D) Emerging laws and regulatory policies require employees to be well versed in business
ethics and best legal practices.
E) A survey of Fortune 500 executives concluded that effective communication skills are less
important than before in business due to developments in information technology.
Answer: E
Explanation:
E) The survey actually concluded that effective communication skills are more important
than ever before and will continue to be a critical component of the information society.
4) Diversity in the workforce ________.
A) is on the decline
B) does not impact your preparation for today's business world
C) only refers to race and gender
D) can affect how people work together
E) is not a significant issue in today's world
Answer: D
Explanation:
D) Some people think of diversity in terms of race and gender, but diversity in the workforce
can show up in many ways, from varying skill levels and professional backgrounds, to
differing work habits, age levels, cultural values, and so forth. Diversity can affect how
people work together.
5) Which of the following characteristics is "below the waterline?" (In other words, which
characteristic is NOT readily visible?)
A) age
B) physical abilities
C) language
D) gender
E) political orientation
Answer: E
Explanation:
E) The cap of an iceberg can be seen above the surface of water. Similarly, some of the
differences between people are readily visible. These "above the waterline" characteristics are
those that can be readily seen. The bulk of the iceberg remains below the surface, though.
"Below the waterline" characteristics are not as easy to identify. Of the choices, political
orientation is considered to be "below the waterline," as it is less readily visible than the other
choices.
6) Which of the following characteristics is "above the waterline?" (In other words, which
characteristic is readily visible?)
A) nationality
B) language
C) cultural practices
D) beliefs
E) values
Answer: B
Explanation:
B) The cap of an iceberg can be seen above the surface of water. Similarly, some of the
differences between people are readily visible. These "above the waterline" characteristics are
those that can be readily seen. The bulk of the iceberg remains below the surface, though.
"Below the waterline" characteristics are not as easy to identify. Of the choices, language is
considered to be "above the waterline," as it is more readily visible than the other choices.
7) During 2000 to 2003, somewhere between ________ U.S. service jobs moved to low-wage
countries.
A) 10 to 20 thousand
B) 250 to 500 thousand
C) one-quarter to a half-million
D) one-half to one million
E) one to two million
Answer: C
Explanation:
C) This trend continues today. You will not only be working with people from diverse
backgrounds, you will be competing with them for the best jobs in the market.
8) According to Alan S. Blinder, a Princeton University economist, which of the following is
one of the 10 most vulnerable occupations that faces competition from overseas workers?
A) computer programmers
B) healthcare workers
C) teachers
D) corporate lawyers
E) writers and editors
Answer: A
Explanation:
A) You will not only be working with people from diverse backgrounds, you will be
competing with them for the best jobs in the market. According to Blinder, computer
programming is one of the 10 most vulnerable occupations to competition from overseas
workers.
9) Alan S. Blinder, a Princeton University economist, cited the 10 most vulnerable
occupations that face competition from overseas workers. Which of the following is NOT
included in the top 10?
A) data entry workers
B) travel and hospitality workers
C) electrical and electronic drafters
D) actuaries
E) statisticians
Answer: B
Explanation:
B) You will not only be working with people from diverse backgrounds, you will be
competing with them for the best jobs in the market. According to Blinder, all of the choices
except this one are among the 10 most vulnerable occupations to competition from overseas
workers.
10) All of the following areas of the economy are expected to produce new jobs from 2006 to
2016 EXCEPT
A) the service-oriented sector
B) producing/marketing goods in the U.S.
C) the healthcare industry
D) social assistance
E) education
Answer: B
Explanation:
B) This field has been stagnant since the 1980s and is expected to decline by 3.3 percent from
2006 to 2016.
11) Understanding the business climate ________.
A) shouldn't affect choices you make about your education
B) is irrelevant to you until you complete school and enter the job market
C) can help inform your educational decisions to best position yourself for the marketplace
D) will guarantee that you find a career that is completely safe from downsizing and overseas
competition
E) is interesting but of no practical help in deciding your career path
Answer: C
Explanation:
C) You can't do much about the state of the economy but you can be smart about your
education to position yourself to take advantage of the best career opportunities in the
marketplace. Nothing is ever guaranteed, but if you pursue a field that is expected to grow
and produce new jobs, you are doing the best you can to keep up with the changing
marketplace.
12) The service-oriented sector, especially in healthcare, social assistance, and education
industries, is expected to ________ from 2006 to 2016.
A) produce 15.7 million new jobs
B) decline by 3.3 percent
C) hold steady
D) lose 3 out of every 10 jobs
E) face increased unemployment rates
Answer: A
Explanation:
A) Three of 10 new jobs will be in these fields.
13) Which of the following is an example of a lost opportunity due to a failure in
communication?
A) A confusing memo explaining a new process results in employees making mistakes and
needing to request clarification.
B) An e-mail containing rude and in appropriate remarks offends a large number of
employees.
C) An inferior proposal fails to impress a prospective client, who awards its contract to a rival
company.
D) A manager never clearly communicates expectations and goals to her employees but then
gives them poor performance reviews, so several employees leave the company.
E) A company fails to clearly defend itself against negative rumors circulating in the press,
with the result that the public sides wholly with the media.
Answer: C
Explanation:
C) When business communication fails, not only do exchanges not occur, but time,
opportunities, and revenues are lost. When a failure in communication results in a company
losing out on a new account, this is an example of a lost opportunity.
14) Due to an unforeseen crisis, a manager needs all her staff to work mandatory overtime
and she cancels any scheduled time off for the next week. Feeling anxious about delivering
this news, instead of meeting face to face with employees, she drafts a cryptic memo that
doesn't make it clear exactly what is being asked of employees. The end result is that
employees neglect their work for the rest of the day, spending a lot of time chattering and
speculating about the memo among themselves. Ultimately the manager needs to schedule a
lengthy meeting to clarify the message. This failure in communication results in a loss of
________.
A) opportunity
B) prestige
C) time
D) talent
E) reputation
Answer: C
Explanation:
C) When business communication fails, not only do exchanges not occur, but time,
opportunities, and revenues are lost. When a failure in communication results in employees
neglecting their work, this is an example of lost time.
15) Poor communication costs businesses ________ of dollars.
A) thousands
B) tens of thousands
C) hundreds of thousands
D) millions
E) billions
Answer: E
Explanation:
E) According to a study conducted by Accenture, consumers returned $13.8 billion worth of
electronics in America in 2007, with the majority of returns being due not to faulty equipment
but poor consumer communication, confusing interfaces, and weak product documentation.
16) According to a study conducted by the consulting company Accenture, consumers
returned $13.8 billion worth of electronics in America in 2007. Surprisingly, the majority of
these returns were not due to ________ but to ________.
A) faulty equipment; problems with customer communication
B) weak product documentation; faulty equipment
C) confusing interfaces; effective communication
D) problems with customer communication; faulty equipment
E) confusing interfaces; faulty equipment
Answer: A
Explanation:
A) Poor communication costs businesses billions. The majority of the returns were not due to
faulty equipment, but due to problems with customer communication, confusing interfaces,
and weak product documentation.
17) Interpersonal communication ________.
A) means how you talk to yourself
B) consists only of verbal communication
C) includes public speaking
D) involves listening to your "inner voice"
E) does not involve other people
Answer: C
Explanation:
C) Interpersonal communication means how you talk with others. It is the process of sending
and receiving messages between people in one-on-one settings, in small groups, or public
speaking situations. It includes both verbal and written communication, and encompasses
how people relate to one another in the communication process.
18) Which of the following is NOT a form of interpersonal communication?
A) exchanging words in a one-on-one meeting
B) having internal thoughts and conversations
C) speaking in front of a large audience
D) writing a memo to your colleagues
E) making gestures to express a thought to another person
Answer: B
Explanation:
B) Interpersonal communication means how you talk with others. All of the other choices are
examples of interpersonal communication. This is an example of intrapersonal
communication, in other words, talking to yourself.
19) All of the following are tips recommended for interacting with others EXCEPT
A) maintain eye contact in face-to-face communication
B) avoid multitasking during conversations
C) concentrate on hearing others even if you don't agree with what they are saying
D) let your mind move ahead and think about what you want to say next while others are
talking
E) take a breath before you respond when the conversation is emotionally charged
Answer: D
Explanation:
D) Don't let your mind race ahead to what you want to say next. Instead stay in the moment
and listen to what others are saying.
20) Intrapersonal communication involves all of the following EXCEPT
A) interpreting what is being said along with nonverbal cues
B) having internal thoughts and conversations
C) listening to your "inner voice"
D) reminding yourself to go with the flow
E) telling yourself to relax
Answer: A
Explanation:
A) This is actually part of interpersonal communication, the process of exchanging words and
ideas with another person.
21) Which of the following is the first step in the communication model?
A) The recipient receives the message.
B) The recipient interprets the message.
C) The recipient provides the sender with feedback.
D) The messenger formulates the idea to be communicated.
E) The messenger delivers the message through a channel.
Answer: D
Explanation:
D) The communication process begins when a messenger identifies an idea to be
communicated.
22) John wants to propose a new departmental process to his boss. When he is deciding
whether he should convey the message via a face-to-face meeting, phone call, e-mail, letter,
or formal presentation, this is an example of the messenger ________.
A) identifying the idea to be communicated
B) considering the most appropriate channel
C) receiving the message
D) interpreting the message
E) providing the sender with feedback
Answer: B
Explanation:
B) The second stage of the communication model involves the messenger delivering the
message through a channel.
23) Which of the following is NOT an obstacle preventing the recipient from completely
understanding the message?
A) incorrect assumptions made on the messenger's part
B) poorly chosen words or visuals to express an idea
C) problems with the delivery channel
D) feedback that the recipient disagrees with the suggestion in a message
E) a different perspective of the situation by the recipient
Answer: D
Explanation:
D) All of the other choices are obstacles that can prevent the recipient from completely
understanding the message. Sending feedback doesn't prevent a receiver from understanding
a message; it is actually a reaction that may indicate whether or not the message was
understood.
24) The audience at a sales pitch is predisposed against the speaker's message, as they have
had problems with some of the company's other products. This is an example of which of the
following communication gaps?
A) level of formality of the presentation
B) attention span of audience members
C) audience receptivity to message
D) lack of diversity in visual aids
E) language barrier
Answer: C
Explanation:
C) If the audience is predisposed against the salesperson's company, this clouds their
receptivity to the speaker's message.
25) Deciding to present a long, formal speech about a complicated subject unfamiliar to much
of the audience is prone to which kind of communication gap?
A) The audience will find the level of formality off-putting, as it doesn't allow them to ask
immediate questions for clarification.
B) The audience will appreciate that the speaker spent so much time crafting a long, complex
presentation.
C) The audience will be disappointed that the presenter didn't take the time to come meet
with them face-to-face.
D) The audience may be insulted by the speaker's implied superiority in delivering a
presentation that assumes a higher level of understanding.
E) The audience will be impressed by material that they don't understand, and as a result will
have an increased attention span.
Answer: A
Explanation:
A) The presentation in the form of a speech is less conducive to the audience asking
immediate questions to clarify information, which is especially important on a topic with
which they are unfamiliar. And a lengthy speech low on interaction will likely result in
reduced attention spans.
26) Omitting a subject line in an e-mail ________.
A) is always recommended
B) is a good idea to pique the recipient's interest
C) makes it clear what the message is about
D) may cause the message to escape the recipient's notice or be discarded as junk mail
E) is a technique to save time and increase the efficiency of electronic communication
Answer: D
Explanation:
D) A clear, concise subject line is a good way to indicate to the recipient what the message is
about, and encourage the recipient to read it. Leaving this line blank misses a chance to grab
the reader's attention, and might even be discarded as spam.
27) Listening ________.
A) is simply an act of hearing
B) does not include reading nonverbal cues
C) is rarely indicated as an important skill in business studies
D) may be broken down into three levels
E) is one of the last communication skills developed by humans
Answer: D
Explanation:
D) The three levels of listening are surface listening, listening for meaning, and perceptive
listening.
28) Skimming the text of written material is the equivalent of ________.
A) surface listening
B) listening for meaning
C) extraction listening
D) reading between the lines
E) perceptive listening
Answer: A
Explanation:
A) You might capture the highlights of what you're skimming and take note of the section
heads, but you miss the details of the content.
29) Surface listening ________.
A) involves being fully engaged when you listen
B) requires that you absorb the subtleties of the speaker's nonverbal communication
C) never involves eye contact
D) is when you aren't completely processing the content of the message
E) is the equivalent of reading between the lines
Answer: D
Explanation:
D) Surface listening is when you listen but are not fully engaged. Like skimming the text of
written material, you get the highlights of the message but miss the details of the content.
30) Julie is a member of the audience at a presentation. She is looking for nonverbal cues,
interpreting the speaker's body language, and considering the timing, tone, and context of the
message. She supplements the message with her perceptions of the messenger and the
surrounding situation. Julie is engaged in ________.
A) surface listening
B) passive listening
C) listening for meaning
D) perceptive listening
E) abbreviated listening
Answer: D
Explanation:
D) Perceptive listening takes listening for meaning a step further. In addition to actively
listening for meaning you look for nonverbal cues, interpret body language, and consider the
timing, tone, and context of the message.
31) ________ is listening on a deeper level; you process the words being said and extract
meaning from the message.
A) Surface listening
B) Passive listening
C) Listening for meaning
D) Perceptive listening
E) Reading between the lines
Answer: C
Explanation:
C) You might ask yourself or the sender questions to confirm that you correctly interpreted
the message. Listening at this level takes more effort on your part, especially if you aren't
especially interested in the message being delivered.
32) Which level of listening involves looking for nonverbal cues, interpreting body language,
and considering the timing, tone and context of the message?
A) surface listening
B) passive listening
C) listening for meaning
D) perceptive listening
E) abbreviated listening
Answer: D
Explanation:
D) Perceptive listening takes listening for meaning a step further. In addition to actively
listening for meaning you look for nonverbal cues, interpret body language, and consider the
timing, tone, and context of the message.
33) Reading between the lines of a text is the equivalent of ________.
A) surface listening
B) listening for meaning
C) passive listening
D) abbreviated listening
E) perceptive listening
Answer: E
Explanation:
E) Perceptive listening takes listening for meaning a step further. You carefully listen to what
is being said and supplement the message with your perceptions of the messenger and the
surrounding situation.
34) Studies show most people listen well ________ percent of the time
A) 9
B) 16
C) 25
D) 30
E) 45
Answer: C
Explanation:
C) Approximately 45 percent of communication time is spent listening, 30 percent talking, 16
percent reading, and 9 percent writing. However, studies show most people listen well only
25 percent of the time.
35) All of the following are barriers to effective listening EXCEPT
A) assuming you know what is going to be said
B) trying to be helpful and offer solutions
C) aiming to impress or influence
D) reacting to strong words or red flags
E) asking the speaker for clarification
Answer: E
Explanation:
E) This is actually a strategy for dealing with a listening barrier. Generally, your desire to
clearly understand the message will be appreciated. If the situation doesn't allow you to ask
for clarification, keep an open mind. Know that people interpret different phrases, words, and
examples differently.
36) Which of the following is NOT a strategy for dealing with a listening barrier?
A) trying to be helpful and offer solutions
B) reminding yourself to keep an open mind
C) listening to the speaker as if you are a detective gathering information
D) demonstrating that you are a capable and conscientious listener
E) asking the speaker for clarification
Answer: A
Explanation:
A) This is actually a barrier to effective listening. Although your intention might be to help
the speaker, your efforts to offer solutions can short circuit your hearing the complete
message. You can get caught up in delivering the best advice at the expense of hearing the
whole problem.
37) Jane attends a departmental meeting to discuss its recent drop in productivity. As the
speaker starts to discuss the department's recent reorganization, Jane starts nodding her head.
She then interjects that she agrees that the reorganization is responsible for declining
productivity and urges that it be reversed. Which barrier to effective listening is illustrated
here?
A) listening to the speaker as if you are a detective gathering information
B) assuming that you know the answer or what is going to be said
C) trying to come up with great comebacks
D) reacting to strong words or red flags
E) reminding yourself to keep an open mind
Answer: B
Explanation:
B) Making assumptions limits your ability to fully listen. They can lead you to interrupt the
speaker, prejudge the message, or formulate a hasty response. In this case, the speaker may
not have been going to argue that the reorganization is responsible for the drop in
productivity. Perhaps it is unrelated but was being discussed as context for the situation.
Perhaps it is a factor, but not the only one. Perhaps the drop is due to the changeover but
going forward productivity is expected to increase as a result of the organization. In any of
these scenarios, Jane's urging that the reorganization be undone is not a well-thought out
contribution based on a full understanding of the situation.
38) At the Level 2 stage of listening you ________.
A) miss the details of the content
B) extract meaning from the message
C) are not fully processing the content of the message
D) supplement the message with your perceptions of the messenger
E) look for nonverbal cues and consider the context of the message
Answer: B
Explanation:
B) The Level 2 stage of listening, listening for meaning, is listening on a deeper level. You
process the words being said and extract meaning from the message.
39) The ability to listen ________.
A) is not something that can be learned
B) makes a big difference in one's skill in leading others
C) cannot be improved by practicing
D) has no bearing on one's ability to work in teams
E) makes people less likeable
Answer: B
Explanation:
B) Listening is a skill you can practice, just like a musical instrument or a sport. You can see
the results quickly, and it can make a tremendous difference in your ability to lead others.
40) When you ask yourself why you are communicating a message you are trying to
determine your ________.
A) context
B) purpose
C) tone
D) medium
E) delivery
Answer: B
Explanation:
B) Purpose is why you communicate.
41) Mariana sends out a company-wide message explaining the new procedure for submitting
expense reports. The purpose of her communication is to ________.
A) describe problems with the old procedure for submitting expense reports
B) solicit feedback on problems with the old procedure for submitting expense reports
C) give an update on what she has been working on
D) ask for help in coming up with a new procedure for submitting expense reports
E) inform others of how to submit expense reports under the new procedure
Answer: E
Explanation:
E) The purpose of your message is why you communicate. If Mariana sends a company-wide
message explaining the new procedure for submitting expense reports, the new procedure
clearly already exists. She now wants to inform everyone how to follow the new procedure,
so this choice is correct.
42) If you are simply asking a question, ________.
A) there is nothing else to consider, just ask it
B) consider secondary questions you might need to ask
C) ask it and don't worry if you need to ask follow-up questions later
D) be sure to ask just one question per communication
E) it's not worth writing a message
Answer: B
Explanation:
B) If you are simply asking a question, think about why it is relevant. Consider secondary
questions you might need to ask as a follow-up to your primary question. Doing so will be
perceived as more organized and efficient, than having to keep sending additional messages
later as questions occur to you.
43) Not considering the audience ________.
A) is perhaps the number-one cause for failed communication
B) is a very unusual occurrence
C) usually leads to effective communication
D) is a problem that cannot be avoided
E) is common but does not impair communication
Answer: A
Explanation:
A) Considering how to adapt the message for the recipient or audience is crucial for effective
communication.
44) Which is a mistake made by a communicator for failing to consider the intended audience
or recipient of a message?
A) a memo sent to company employees, which defines terms that might be unfamiliar to
some recipients
B) an e-mail sent to an international audience, which avoids using idiomatic expressions
C) a full-color flyer sent to hundreds of clients that are ineligible for the services being
advertised
D) a text message sent to to a colleague who prefers this medium to e-mail or phone calls
E) a phone call made to a client who wanted a live conversation but couldn't meet in person
Answer: C
Explanation:
C) Sending a flyer to clients who are ineligible for your service is a waste of your time and
resources, and a waste of the recipients' time. Taking care to think about the audience you are
targeting with your communication can avoid such a mistake.
45) Which of the following is NOT a question concerning how to adapt your message for its
particular audience?
A) What is my recipient's preferred communication medium?
B) What do I want to accomplish?
C) Is the recipient a native English speaker?
D) How will the timing of my message affect the recipient?
E) What is my recipient's familiarity with technology?
Answer: B
Explanation:
B) This question is related to determining the purpose of your communication. All of the
other questions are related to the crucial aspect of knowing your audience so you can
effectively adapt your message.
46) You approach a colleague at her desk and ask if you can speak to her. She replies that she
is busy trying to finish a presentation for the next day, so she only has a minute. You then
proceed to request that she help you on one of your own assignments. Asking yourself which
of the following questions could have helped you avoid this mistake?
A) What is the purpose of my message?
B) What is my colleague's preferred communication medium?
C) How will the timing of my message affect my colleague?
D) Does my colleague have the technical expertise to understand my request?
E) What words or expressions might my colleague be unfamiliar with?
Answer: C
Explanation:
C) Often the success of communication depends on how its timing will affect your audience.
Since your colleague is facing a deadline, this is not the best time to ask her for help with
your own assignment.
47) You are getting ready to send out an e-mail to employees at your company's branches in
several different countries. In it you ask the recipients to "Send me a message to let me know
what's on your plate, so we can make sure we're all on the same page and adjust our timeline
if necessary." A colleague who reviews your messages suggests that you revise it, taking into
consideration the question, ________.
A) What do I hope to accomplish with my message?
B) Would a real-time message over the phone be more appropriate?
C) Is my audience facing a deadline?
D) Is my audience technically able to understand the details of my message?
E) Are my recipients native English speakers?
Answer: E
Explanation:
E) Since the message is being sent to employees in countries other than the U.S., language is
a factor. Non-native English speakers might be unfamiliar with idioms like "on your plate"
and "on the same page," so more straightforward language would be preferred.
48) ________ is the value a company creates for itself by developing positive business
relationships, demonstrating loyalty to its customers, employees, and community, and
committing to conscientious and ethical business practices.
A) The "bottom line"
B) Goodwill
C) Tone
D) Net profit
E) Diversity
Answer: B
Explanation:
B) Business relationships are built as a result of goodwill. Although it can be hard to put a
dollar value to goodwill, many professionals know it improves a company's bottom line over
and above its immediate profits.
49) Goodwill ________.
A) is a luxury that is too costly for businesses to cultivate
B) is nice to have but can harm business relationships
C) is easy to put a dollar value to
D) makes customers more likely to do business with a company
E) is irrelevant to business communication
Answer: D
Explanation:
D) Although it can be hard to put a dollar value to goodwill, many professionals know it
improves a company's bottom line over and above its immediate profits. Customers are more
likely to do business with the company in the future, and the value of the overall business
increases.
50) Which of the following is NOT a way to create goodwill?
A) calling a supplier to say a quick thank you for rushing your latest order
B) telling a colleague that you appreciate her help
C) e-mailing a customer that it is a pleasure doing business together
D) texting a coworker that she did a good job at her presentation
E) mailing a letter to a client demanding to know why their payment has not been sent
Answer: E
Explanation:
E) The medium doesn't matter - phone calls, texts, e-mails, letter, conversations all are ways
to communicate goodwill. This choice is clearly not a way to create goodwill. But even in the
situation of a client being late with a payment there is the opportunity. You could mention in
the letter that you enjoy doing business with the client, that you value their account, that they
have always been prompt with payment before, etc., and then ask in a more pleasant way
about their failure to make this payment. An angry tone will be more likely to put up the
recipient's defense than to get a constructive reply.
51) Creating goodwill ________.
A) is only possible in long, involved messages
B) is a risky idea, as people will think that you are trying to flatter them
C) is too difficult to do in most business communication
D) is a way to make people feel appreciated and acknowledged for their efforts
E) is a nice way to do business, but cannot do anything to improve the bottom line
Answer: D
Explanation:
D) People like to feel appreciated. A quick thank you in the form of a phone call or written
card creates goodwill. Acknowledging the efforts of other people creates goodwill as well.
Even in a less positive situation, like needing to ask a supplier why an order hasn't shipped on
time, exists the opportunity to create goodwill. The writer could mention how much he enjoys
doing business with the supplier, and has always been pleased by their prompt service in the
past.
52) Which of the following lines in an e-mail, indicating to a client that their project may run
over deadline, would do the best job of creating goodwill?
A) I just wanted to let you know that your project may not be completed on schedule.
B) We have always completed all your projects on time, so I'm sure you won't mind if this
one is a little bit late.
C) Wouldn't you rather have the project done right and be a little late, than be rushed and on
time, but not up to our usual standards?
D) Despite our best efforts your project may not be completed on schedule, but we will
minimize the delay and give you a discount for the inconvenience.
E) We are very sorry but there is nothing we can do about the fact that your project will not
be completed according to schedule.
Answer: D
Explanation:
D) This response does the best to create goodwill in a bad situation. It acknowledges the
inconvenience the client may experience, and tries to mitigate it with a discount.
53) The ________ of a message refers to the attitude conveyed by a speaker or writer, either
consciously or unconsciously.
A) tone
B) goodwill
C) context
D) grammar
E) medium
Answer: A
Explanation:
A) Using the right tone in a message will help you create goodwill. The best messages are
both businesslike and friendly.
54) The best messages are both ________ and ________.
A) businesslike; casual
B) businesslike; friendly
C) professional; angry
D) professional; stilted
E) stilted; angry
Answer: B
Explanation:
B) They should never be angry sounding. You don't want them to be too formal and stilted.
Nor do you want them to be too informal and unprofessional.
55) A(n) ________ tone is clear and straightforward, yet professional.
A) formal
B) informal
C) conversational
D) contextual
E) stilted
Answer: C
Explanation:
C) This is the tone you should strive for most of the time.
56) Which is the tone that you should strive for most of the time?
A) formal
B) informal
C) conversational
D) contextual
E) stilted
Answer: C
Explanation:
C) A conversational tone is clear and straightforward, yet professional. Only use an informal
tone when you are communicating with friends. Reserve a formal tone for formal occasions
like conferences, business meetings, award ceremonies, etc.
57) A(n) ________ emphasizes your readers' interests and concerns rather than yours.
A) "I" attitude
B) "you" attitude
C) "we" attitude
D) stilted tone
E) conversational tone
Answer: B
Explanation:
B) Even if you use the right tone, you still might not come across as sensitive to your
audience's needs and create the goodwill you hope to unless you adopt the "you" attitude in
your communication.
58) All of the following words are indicative of an "I" attitude EXCEPT
A) me
B) mine
C) your
D) our
E) we
Answer: C
Explanation:
C) To convey a "you" attitude instead of an "I" attitude, replace terms that refer to you and
your company with words that refer to your audience. For example, try to use words like you
and your more than I, me, mine, we, us, and ours.
59) Which of the following statements uses a "you" attitude?
A) I received your letter and I will review it today.
B) We need to consult our calendar and schedule an interview with you.
C) We just sent you a complete proposal.
D) The portfolio that you sent arrived and is under review.
E) Our accounting department will look into the matter and we will send a reply.
Answer: D
Explanation:
D) This statement uses the "you" attitude, while the others use the "I" attitude.
60) Which of the following uses a conversational tone?
A) Attached is the information you requested. Please advise us if you need more detail.
B) Here's what you asked for. Give me a buzz if you want more info.
C) I am providing the material you inquired about. If you require additional information,
please do not hesitate to ask.
D) Here is the data for your project. Please let me know if you need anything else.
E) Here you go - tell me if you need more.
Answer: D
Explanation:
D) This statement is clear and straightforward, yet professional, illustrating the
conversational tone you should strive for most of the time.
61) Which of the following should you avoid in your communications?
A) accuracy in product labeling
B) copyright infringement
C) truthful financial disclosure
D) honest claims
E) fair statements
Answer: B
Explanation:
B) Not only should your messages create goodwill and be delivered with the right tone, they
must also comply with the law. Copyright infringement - reproducing someone's written
work or visual images without their permission - is a federal offense.
62) Our team is on call and they are always happy to answer questions.
Which of the following does the best job of rewriting the statement above with a "you"
attitude?
A) Please let our team know if they can answer your questions.
B) If you have any questions, please call and ask for assistance.
C) We are available to answer any questions.
D) The reason we are here is to answer questions, yours included.
E) We want to help, so call whenever.
Answer: B
Explanation:
B) This statement emphasizes your readers' interests and concerns rather than yours.
63) Which tone should you use for conferences, business meetings, and charity functions?
A) formal
B) informal
C) conversational
D) contextual
E) casual
Answer: A
Explanation:
A) For formal occasions such as these a formal tone should be used.
64) In what circumstances is an informal tone appropriate?
A) conferences
B) charity functions
C) business meetings
D) only with friends
E) award ceremonies
Answer: D
Explanation:
D) An informal tone should be used only when you are communicating with friends. Use a
formal tone for the formal occasions listed in the other choices.
65) An "I" attitude ________.
A) emphasizes your readers' interests and concerns rather than yours
B) makes your audience feel important
C) treats your audience the way they like to be treated
D) uses terms like we and us more than you and your
E) makes you come across as sensitive to your audience's needs
Answer: D
Explanation:
D) An "I" attitude emphasizes your interests and concerns over those of your audience, and
uses terms that refer to you and your company instead of terms that refer to your audience.
66) All of the following statements use a "you" attitude EXCEPT
A) The resume you sent is under review.
B) Your application is being processed.
C) Please call or e-mail if you have any questions.
D) Our IT department needs to hear from you so we can remedy the problem.
E) Your order was shipped and should arrive within three days.
Answer: D
Explanation:
D) A "you" attitude emphasizes your readers' interests and concerns rather than yours. This
statement could be rewritten with a "you" attitude as follows: Please contact our IT
department so that your problem can be resolved.
67) Which of the following uses a formal tone?
A) I got the package you sent - thanks!
B) I wanted to let you know that the package arrived.
C) Thanks for sending the package.
D) I am writing to confirm that we received the package you shipped on 1/13.
E) The package got here safe and sound.
Answer: D
Explanation:
D) This tone is appropriate for formal occasions and situations.
68) Looking like a professional is important in landing a job. Communicating like one is
________.
A) a nice bonus
B) not necessary
C) critical to keeping it
D) not encouraged
E) desirable, but not worth the effort
Answer: C
Explanation:
C) Communicating honestly and with integrity is a direct reflection of you as a person, you as
an employee, and you as a representative of your company.
69) All of the following are ways you may have already experienced a need for business
communication EXCEPT
A) writing an essay to get into college
B) requesting a recommendation
C) petitioning your department to craft a unique major
D) working on group projects that require team communication
E) calculating your living expenses on campus
Answer: E
Explanation:
E) All of the other choices utilize the skills developed in business communication.
Calculating expenses is mathematical computation, not communication.
70) Composing a personal mission statement, prospecting for internships, and writing sample
resumes are part of the e-portfolio you will create that addresses a pressing business need you
have now: ________.
A) preparing yourself for a job after you graduate
B) gaining entrance into college
C) transferring to a new department
D) asking colleagues for their assistance
E) asking for a raise
Answer: A
Explanation:
A) The key to success will be to practice and apply the material you read in this textbook
today and throughout your career, regardless of where your talents.
71) The objective of writing for school is usually to incite an action.
Answer: False
Explanation:
The objective of writing for school is usually to express what is known about a subject. The
three basic goals of communicating in business are: to inform others, to elicit a response,
and/or to incite an action.
72) In today's business world, people must know more about different cultures, attitudes, and
beliefs in order to work together productively.
Answer: True
Explanation:
This is necessitated by the increasing diversity of the workforce.
73) Because businesses today rely heavily on teamwork, the ability to collaborate with people
of diverse backgrounds is more important than ever.
Answer: True
Explanation:
It is almost certain that at some point in your career you will work with a group of people
whose diverse skill sets will challenge you and your fellow team members.
74) Diversity in the workplace refers solely to employees' gender and/or race.
Answer: False
Explanation:
Some people do think of diversity in terms of race and gender, but diversity in the workforce
can show up in many ways, from varying skill levels and professional backgrounds, to
differing work habits, age levels, cultural values, and so forth.
75) Film and video editing is a wise career choice, as it is one of the 10 least vulnerable
occupations that faces competition from overseas workers.
Answer: False
Explanation:
It is actually one of the 10 most vulnerable occupations that faces competition from overseas
workers.
76) There is nothing you can do to position yourself well with regard to the changing world
of employment opportunities.
Answer: False
Explanation:
Although you can't do much about the state of the economy, you can be smart about your
education to position yourself to take advantage of the best career opportunities in the
marketplace. Avoid those fields that are stagnant or declining, and focus on those that are
expected to produce new jobs.
77) The number of jobs for producing and marketing goods in the United States is expected
to increase by 15.7 million from 2006 to 2016.
Answer: False
Explanation:
This area of the job market has actually been stagnant since the 1980s and is expected to
decline by 3.3 percent from 2006 to 2016.
78) Without effective communication, products and services will never be known to their
potential customers.
Answer: True
Explanation:
Business does not occur if products or services do not transfer from the producer to the
consumer. The means for this transfer is communication. It lies at the heart of business.
79) Good written and verbal communication skills top the list of skills and qualities most
valued by employers.
Answer: True
Explanation:
Because poor communication can produce crippling results, companies assess their
applicants' communication skills. When employers rate the qualities they look for when
interviewing candidates for employment, good written and verbal communication skills top
the list.
80) Listening to your "inner voice" is a form of interpersonal communication.
Answer: False
Explanation:
It is actually an example of intrapersonal communication, the communication you have with
yourself that informs how you communicate with others.
81) If you have a personal connection with the recipient of a business e-mail, there is no need
to use a professional tone or proofread your message.
Answer: False
Explanation:
A lack of formality and attention to detail may prevent the recipient of the message from
taking it seriously.
82) Listening is a process of actively gathering information through hearing and reading
nonverbal cues.
Answer: True
Explanation:
Listening is not simply a matter of passively hearing. It is an active process that includes
reading body language, facial expressions, and hand gestures. It can be divided into three
levels: surface listening, listening for meaning, and perceptive listening.
83) Reading between the lines of written material is the equivalent of surface listening.
Answer: False
Explanation:
Surface listening is the equivalent of skimming the text of written material. Reading between
the lines is similar to perceptive listening, when you consider both what has been written and
what has not been written.
84) When you process the words being said and extract meaning from the message, you are
engaged in listening for meaning.
Answer: True
Explanation:
You process the words being said and extract meaning from the message.
85) Trying to be helpful and offer solutions is a strategy for dealing with listening barriers.
Answer: False
Explanation:
This is actually a barrier itself. Although your intention may be to help the speaker, your
efforts to offer solutions can short circuit your hearing the entire message.
86) The purpose of your message is the same as the context of your message.
Answer: False
Explanation:
Purpose is different from context. Purpose is why you communicate.
87) Not considering the audience is perhaps the number-one cause for failed communication.
Answer: True
Explanation:
It is extremely important to ask yourself how to adapt the message for the recipient or
audience.
88) Goodwill gestures can not only benefit your company but help you personally in your
career.
Answer: True
Explanation:
They do both. Making people feel appreciated is good for both you personally and the
company you represent.
89) The skills you learn in this course will help you in your career, but have no application
during college.
Answer: False
Explanation:
This course will help you develop written and oral communication skills and use them now as
well as in the future. Why wait to put them into action?
90) Business communication skills are life skills.
Answer: True
Explanation:
How you position and promote yourself ultimately depends on how well you communicate.
91) Discuss why, in the world of work, communication skills are not "nice to have," but are
"must haves."
Answer: In the business world you will be judged by the way you think, write, and speak
before you start your first professional job. You can't get an interview without a high-impact,
well-written resume showcasing your experiences. You can't get a second interview or a job
offer without being able to orally communicate what you have to offer a prospective
employer. You can't get promoted from an entry-level job to one with more responsibility
without strong thinking, writing, and speaking skills. Even seasoned managers need to
constantly improve their own communication skills.
92) Discuss some of the ways diversity can show up in the workforce.
Answer: Some people think of diversity in terms of race and gender, but diversity in the
workforce can show up in many ways, from varying skill levels and professional
backgrounds, to differing work habits, age levels, cultural values, and so forth. Some of these
differences are readily visible, but others are not. These include beliefs and values, cultural
practices, sexual orientation, and political orientation. Diversity can affect how people work
together. Developing the ability to collaborate with people of diverse backgrounds is more
important than ever because businesses today rely heavily on teamwork.
93) Explain how the business climate might affect decisions about your educational choices.
Answer: The makeup of the workforce you are preparing to enter is diversifying. The
competition you will be up against is expanding across the globe and the types of jobs that
will be available to you are dramatically changing. On top of this, the last few years have
presented economic challenges that have affected all areas of business. You can't do much
about the state of the economy, but you can be smart about your education to position
yourself to take advantage of the best career opportunities in the marketplace. Educate
yourself about the business climate, and avoid career paths in areas that are stagnant or
declining. See how your interests and abilities can be applied to those areas of the economy
that are growing and are expected to produce new jobs.
94) Describe some of the business costs associated with communication failures.
Answer: When business communication failures occur, not only do exchanges not occur, but
time, opportunities, and revenues are lost. The firm's reputation can suffer which can cause
talented employees to leave the organization. Ineffectively communicating something the
first time can result in hours of clarification and explanations. Poorly-written proposals and
weak presentation skills can lead prospective clients to award their business to other
companies. Poor internal communication can result in low employee morale and even the loss
of valuable employees. Poor communication costs businesses billions. According to a study
conducted by Accenture, consumers returned $13.8 billion worth of electronics in America in
2007, with the majority of returns being due not to faulty equipment but poor consumer
communication, confusing interfaces, and weak product documentation.
95) Explain the differences between intrapersonal and interpersonal communication.
Answer: Intrapersonal communication means how you talk to yourself; interpersonal
communication means how you talk with others. It is the process of sending and receiving
messages between people in one-on-one settings, in small groups, or public speaking
situations. It includes both verbal and written communication, and encompasses how people
relate to one another in the communication process. Intrapersonal communication is the
communication you have with yourself that then informs how you communicate with others.
It involves having internal thoughts and conversations, listening to your "inner voice,"
reminding yourself to go with the flow, and telling yourself to relax. Interpersonal
communication is the process of exchanging words and ideas with another person; it evolves
from intrapersonal communication. It involves expressing ideas, your tone, mannerisms, and
gestures. It also includes interpreting what is being said along with nonverbal cues.
96) What are some communication breakdowns that can occur in sending a business e-mail?
Answer: There are several forms of interference that can occur when sending a message via
e-mail. Failing to include a subject line is one of them. The subject line is an opportunity to
describe the contents of the message in such a way to grab the recipient's attention and get
them to read it. Failing to include one misses this opportunity, and also runs the risk of being
discarded as spam or junk mail. Another is failing to "do one's homework." Sending a
message in which one makes factual errors, or fails to take into account relevant information,
may lose the reader's confidence. Using an unprofessional tone and/or formatting, and failing
to proofread a message can also interfere with communication. Omitting to send a carefully
composed message can prevent the recipient from taking the message seriously.
97) List some forms of nonverbal communication.
Answer: Nonverbal cues include hand gestures, facial expressions, and body language.
98) Describe each of the three levels of listening as it relates to reading written material.
Answer: Surface listening is the equivalent of skimming the text of written material. You
might capture the highlights of what you're skimming and take note of the section heads, but
you miss the details of the content.
Listening for meaning is listening on a deeper level. It is similar with reading. You read and
process the words and assign meaning to the content. You are able to report back what you
read.
Perceptive listening takes Level 2 a step further. You carefully listen to what is being said,
and supplement the message with your perceptions of the messenger and the surrounding
situation. When reading, you assign meaning to the content; you also read between the lines
by considering both what has been written and what has not been written. You connect what
you read with other knowledge you have, relate it to outside experiences, and ask questions.
99) Give some examples of mistakes that can be made when communicators don't know their
audiences.
Answer: The person writing or speaking uses terms that are unfamiliar to the recipient or
audience; someone sends an e-mail with formatting or attachments that are not compatible
with the recipient's e-mail program; a salesperson speaks or writes about products that are not
relevant to the recipient; etc.
100) Rewrite the following statement using a conversational tone.
Hey Carol - I got your message and here's the 411 you need. Glad I could bail out a pal - let
me know when you are up the creek again! Carol, Here is the information that you asked for.
I'm always happy to help, so let me know if you need anything else.
Test Bank for Keys to Business Communication
Carol J. Carter
9780132658737, 9780136103332, 9780133890846
