Preview Extract
Chapter 1
1. Communication skills
a. are not as important as technical skills for career success.
b. are not necessary in today's competitive job market.
c. are ranked by recruiters at the top of qualities they most desire in job seekers.
d. cannot be learned; they are innate.
Answer: c
Rationale:
Studies confirm that recruiters rank communication skills at the top of qualities they most
desire in job seekers. Your ability to communicate will make you marketable and continue to
be your ticket to success regardless of the current economic climate. The good news is that
effective communication can be learned.
2. Which of the following statements is most accurate?
a. The need for well-written messages has declined in today's workforce.
b. Employers rank soft skills as less valuable than hard skills.
c. Social media are playing an increasingly prominent role in business.
d. Today's use of digital media requires less written communication.
Answer: c
Rationale:
Social media are playing an increasingly prominent role in business. As a result, employers
need employees who can write because today's digital media requires more written
communication than ever.
3. Which of the following statements is most accurate?
a. Workers today communicate less than in previous years.
b. Technology has not affected how and why we communicate.
c. Businesses today generate a wide range of messages using a variety of media.
d. Writing is a skill set used only by managers and corporate executives.
Answer: c
Rationale:
Because of technology, all workers will write more on the job and use a wider range of
communication channels, including letters, memos, e-mails, wikis, texts, instant messages,
and blogs.
4. Which of the following is not an example of a soft skill?
a. Communicating effectively
b. Tabulating statistical information
c. Solving problems
d. Making ethical decisions
Answer: b
Rationale:
Soft skills are essential career attributes that include the ability to communicate, work well
with others, solve problems, make ethical decisions, and appreciate diversity.
5. On the job you are more likely to be taken seriously and to be promoted if you
a. look and sound professional.
b. frame your degree or certificate and hang it on your office or cubicle wall.
c. appear to be busy even when you're not really doing anything.
d. attend office parties.
Answer: a
Rationale:
If you look and sound professional while working, you are more likely to be taken seriously
and to be promoted.
6. Major trends in today's dynamic world of work include increased emphasis on self-directed
work groups and virtual teams, heightened global competition, innovative communication
technologies, new work environments, and focus on
a. creating an entirely online presence.
b. promoting from within.
c. increasing levels of management.
d. business ethics.
Answer: d
Rationale:
Because of recent publicized business scandals, companies are now eager to regain public
trust and to build ethical environments. Many businesses have written ethical mission
statements, installed hotlines, and appointed compliance officers to ensure strict adherence to
standards and legislation.
7. Which of the following statements about today's business environments is most accurate?
a. The number of telecommuting employees is expected to decline in the future.
b. All companies assign offices for employees.
c. Many employees today no longer need an office; they can work anytime and anywhere.
d. Workers today spend more time in offices than workers in the past.
Answer: c
Rationale:
Technological advances have allowed today's employees to work anytime and anywhere with
just a mobile phone and a wireless computer, causing the number of telecommuting
employees to increase.
8. Which statement about today's workplace is most accurate?
a. Employees can expect to have more managers.
b. Very few businesses involve employees in decision making.
c. Today's employees can expect to interact with people from many cultures.
d. Businesses use social media only to interact with customers.
Answer: c
Rationale:
Because many companies are moving beyond domestic markets, today's employees will be
interacting more with people from many cultures. To be a successful communicator, you will
want to learn about other cultures and develop intercultural skills such as sensitivity,
tolerance, flexibility, and patience.
9. Which of the following statements is most accurate?
a. Ethics is a priority for many businesses.
b. Because of economic concerns, American companies are relying on local markets.
c. Most companies discourage workers from working in teams because they fear a loss of
productivity.
d. Today's businesses are expanding their hierarchies to meet the demands of their workers
and their competition.
Answer: a
Rationale:
After recent scandals many businesses have a renewed interest in ethics and a dedication to
regain public trust. In addition, these companies have expanded to global markets and have
reduced layers of management to remain competitive. Companies also expect employees to
work in teams more than ever.
10. Which communication technology is used by companies today?
a. Presence technology
b. Cloud computing
c. Videoconferencing
d. All answer choices are communication technologies being used by companies today.
Answer: d
Rationale:
Presence technology, videoconferencing, and cloud computing are communication
technologies being used by many companies today. Some other communication and
collaborative technologies being used today include social media, Web and voice
conferencing, blogs, wikis, podcasts, and social media.
11. According to researchers, most people listen at what level of proficiency?
a. 100 percent
b. 5 percent
c. 25-50 percent
d. 75 percent
Answer: c
Rationale:
Researchers suggest that we listen at only 25 to 50 percent efficiency. These poor listening
habits are costly in business and affect professional relationships.
12. Which of the following statements is most accurate?
a. Very few management problems are related to listening.
b. The average person remembers nearly three quarters of what he or she hears following a
10-minute presentation.
c. We misinterpret, misunderstand, or change very little of what we hear.
d. Most people are not very good listeners.
Answer: d
Rationale:
Most of us are not very good listeners because we don't remember even half of what we hear
following a short presentation and because we misinterpret, misunderstand, or change nearly
70 to 90 percent of what we hear! Effective listening is also important to businesses because
over half of management problems are related to listening.
13. Many of us are poor listeners because
a. the brain can process information at least three times as fast as people talk.
b. we tend to "tune out" speakers whose ideas run counter to our own.
c. we would rather talk than listen.
d. All answer choices are correct.
Answer: d
Rationale:
Many of us are poor listeners because our brains can process information faster than speakers
talk, because we tend to "tune out" speakers whose ideas run counter to our own, and because
we would rather talk than listen.
14. According to research, what percentage of our work time is spent listening?
a. 50 percent
b. 90 percent
c. 10 percent
d. 25 percent
Answer: a
Rationale:
Research has revealed that approximately 50 percent of our work time is spent listening.
15. Which of the following is not a physical barrier for listening?
a. Hearing disabilities
b. Poor acoustics
c. Noisy surroundings
d. Personal values
Answer: d
Rationale:
Physical barriers for listening including hearing disabilities, poor acoustics, and noisy
surroundings. Other physical barriers include being ill, tired, or uncomfortable.
16. Your boss is giving instructions for a new method of keeping expense accounts. However,
you find it difficult to concentrate because you think the change is unnecessary. What type of
barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier
Answer: b
Rationale:
You are experiencing a psychological barrier, which results from having different cultural,
ethical, and personal values. Language barriers refer to word choices, physical barriers refer
to problems in the setting, and nonverbal barriers refer to body language and other delivery
dynamics.
17. Peter must inform his employees that his company will need to let go of employees.
Which word would be best for Peter to use when conveying this idea to his employees?
a. Layoff
b. Streamlining
c. Paradigm shift
d. Rightsizing
Answer: a
Rationale:
To prevent reactions due to language usage, Peter should probably use "layoff" to describe his
company's need to let go of employees. All other answer choices reflect unfamiliar or unclear
words that his audience might not understand.
18. You can improve your listening skills if you follow tips for active listening, including
a. keeping an open mind, establishing a receptive mind-set, and listening between the lines.
b. establishing a receptive mind-set, concentrating on appearance and delivery, and sifting
information through biases.
c. capitalizing on lag time, concentrating on your next comment, and taking as many notes as
possible.
d. asking questions immediately, focusing on the speaker's face, and concentrating on the
details presented in the message.
Answer: a
Rationale:
Active listening includes stopping your talking, controlling surroundings, establishing a
receptive mind-set, keeping an open mind, listening between the lines and for main points,
capitalizing on lag time, judging ideas and not appearances, holding fire, and taking selective
notes.
19. A listener who nods her head and maintains eye contact with a speaker is probably
a. listening actively to what the speaker is saying.
b. not understanding what the speaker is saying.
c. faking attention while she listens to music on her MP3 player.
d. formulating her response to a point with which she disagrees.
Answer: a
Rationale:
While it is possible this listener is confused, faking attention, or considering a snappy
comeback, the eye contact and head nodding probably indicate that she is listening actively to
and is interested in the speaker's message.
20. Amelia has made a conscious effort to become an active listener. Therefore, she shuts
down her computer, turns off her cell phone, and asks her assistant to hold all incoming calls
when she conducts interviews. What technique is she using to improve listening?
a. Keeping an open mind
b. Establishing a receptive mind-set
c. Capitalizing on lag time
d. Controlling her surroundings
Answer: d
Rationale:
Active listeners strive to do all of these, but Amelia is focusing on controlling her
surroundings by removing as many competing sounds and distractions as possible.
21. Nonverbal communication includes
a. all unwritten and unspoken messages, intended or not.
b. only body language and gestures that accompany a spoken message.
c. only eye contact and facial expressions that support the meaning of the words.
d. only cues that reveal agreement with or contradiction of the verbal message.
Answer: a
Rationale:
Nonverbal communication is all communication except the actual words (verbal
communication). Body language, eye contact, gestures, and facial expressions are only a part
of nonverbal communication.
22. Which of the following is a form of nonverbal communication?
a. Facial expressions, such as frowning or raising the eyebrows
b. Eye contact, such as staring or avoiding looking someone in the eye
c. Time, such as showing up too late or too early
d. All answer choices are forms of nonverbal communication.
Answer: d
Rationale:
All of the options listed are forms of nonverbal communication. Facial expressions, eye
contact, and use of time are just a few examples of the forms of nonverbal communication.
23. Which of the following statements about nonverbal communication is most accurate?
a. Nonverbal communication comprises very little of a message that is sent or received.
b. When verbal and nonverbal messages contradict, receivers believe that the verbal message
is more accurate.
c. Meanings of nonverbal behaviors are often influenced by the communication context and
by one's culture.
d. Nonverbal communication applies to only intended messages.
Answer: c
Rationale:
Nonverbal communication includes all unspoken and unwritten messages that are intended or
not. The interpretations of such messages are often influenced by the communication context
and one's culture. In addition, nonverbal messages are usually more reliable than verbal
messages when the two contradict.
24. Most people think that the best predictor of a speaker's true feelings is his or her
a. facial expressions.
b. posture.
c. gestures.
d. eyes.
Answer: d
Rationale:
While all these types of nonverbal communication may provide some indication of the
speaker's feelings, most people think that the eyes are the best predictor of a speaker's true
feelings.
25. Which of the following statements about nonverbal communication is most accurate?
a. The meaning of some gestures can vary among cultures.
b. The way an e-mail, letter, memo, or report looks can have either a positive or a negative
effect on a receiver.
c. The manner in which we structure and use time can reveal our personalities and attitudes.
d. All statements are accurate.
Answer: d
Rationale:
The meaning of gestures can vary from culture to culture. In addition, how we structure and
use time tells observers about our personalities and attitudes. Additionally, much like the
personal appearance of an individual, the physical appearance of a business document can be
viewed positively or negatively by the receiver.
26. According to Edward T. Hall, in which spatial zone do most people converse with friends
and family members?
a. Intimate
b. Personal
c. Social
d. Public
Answer: a
Rationale:
The intimate zone is usually reserved for the communications we have with friends and
family.
27. According to Edward T. Hall, which spatial zone is the largest?
a. Intimate
b. Personal
c. Social
d. Public
Answer: d
Rationale:
The public zone represents the largest spatial zone and extends approximately 12 feet and
beyond.
28. Which of the following tips should you follow to improve your nonverbal communication
skills?
a. Focus only on the sender's words when you are engaged in conversation.
b. Proofread all correspondence you send.
c. Avoid individuals from other cultures so that you don't start using nonverbal behaviors
displayed in other cultures.
d. Avoid asking the speaker questions when his or her nonverbal and verbal messages
contradict.
Answer: b
Rationale:
Improving your nonverbal skills includes proofreading all documents for their appearance,
watching a person's facial expressions and body language when he or she is speaking, and
probing for more information by asking questions when ambiguity occurs.
29. Suzanne wants to make a good impression during a job interview. What should she do?
a. Avoid eye contact with her interviewer to show respect.
b. Slump down in her chair to show that she's relaxed.
c. Wear professional business attire.
d. Ask the interviewer to lunch.
Answer: c
Rationale:
Suzanne should wear professional business attire. She should also maintain eye contact to
signal interest, attentiveness, strength, and credibility. In addition, she should encourage
communication and interaction by leaning forward, sitting erect, and looking alert during the
interview.
30. The manager noticed that Stephen slammed his desk drawer right after he said that he was
happy to work late. The manager should
a. tell Stephen that he should behave more professionally.
b. respond to the verbal message only and thank him for working late.
c. politely seek additional information by saying, I'm not sure that you really want to stay
late. Do you have somewhere you need to be?
d. fire Stephen for insubordination.
Answer: c
Rationale:
When you perceive nonverbal cues that contradict verbal meanings, politely probe for more
information. You can improve communication and resolve confusion by asking a sincere,
polite question.
31. Every country has a unique culture or common heritage that
a. teaches its members how to behave and conditions their reactions.
b. results from a common gene pool.
c. is created by a structured educational system.
d. comes from an orderly system of government and laws.
Answer: a
Rationale:
Every country has a unique culture or common heritage that teaches its members how to
behave and conditions their reactions. This culture or common heritage has nothing to do
with a common gene pool, formal education, or laws.
32. Which of the following is not a dimension of culture?
a. Power distance
b. Individualism
c. Tolerance
d. Time orientation
Answer: c
Rationale:
The five dimensions of culture include context, individualism, time orientation, power
distance, and communication style.
33. The most important cultural dimension is
a. power distance.
b. communication style.
c. time orientation.
d. context.
Answer: d
Rationale:
Context, which refers to the stimuli, environment, or ambience surrounding an event, is
probably the most important dimension of culture.
34. Which of the following is a common trait of a business communicator from a low-context
culture?
a. Valuing group membership
b. Preferring indirect verbal interaction
c. Placing emphasis on written information
d. Relying on context and feeling
Answer: c
Rationale:
Communicators from low-context cultures prefer direct verbal interaction, value
individualism, rely on logic, and place emphasis on written information.
35. Communicators from North America, Scandinavia, and Germany tend to be logical,
analytical, and action oriented. They also depend little on the context of a situation to convey
their meaning. These communicators represent what kind of culture?
a. High-context
b. Primitive
c. Ancient
d. Low-context
Answer: d
Rationale:
Communicators in low-context cultures tend to be logical, analytical, and action oriented.
They depend little on the context of a situation to convey meaning.
36. Which of the following countries represents a high-context culture?
a. United States
b. Germany
c. Norway
d. Japan
Answer: d
Rationale:
Japan, along with China and Arab countries, is a high-context culture.
37. North Americans value straightforwardness and are suspicious of evasiveness. These
traits identify the cultural dimension of
a. individualism.
b. power distance.
c. communication style.
d. time orientation.
Answer: c
Rationale:
In business situations North Americans tend to value straightforwardness and are suspicious
of evasiveness. These values illustrate communication style.
38. Which of the following countries would likely view a business contract as a binding
document?
a. Mexico
b. Greece
c. Japan
d. Germany
Answer: d
Rationale:
Because members of a low-context culture such as Germany consider words in contracts to
be precise, important, and constant, they view contracts differently than will members of
high-context cultures like Mexico, Greece, and Japan.
39. Which statement about the effect of social media and communication technology on
culture is most accurate?
a. Because of social media, communicators can now reach out to larger and more varied
audiences than in the past.
b. Social media always makes individuals of various cultures feel connected.
c. Social media offers very little potential for intercultural engagement.
d. Developers of social media should use the same design principles for all audiences.
Answer: a
Rationale:
Because of social media, communicators can now reach out to larger and more varied
audiences than in the past. Therefore, social media offers the potential for intercultural
engagement, which explains the reason why those who design media appeal to each market.
However, social media can deepen feelings of isolation and make interpersonal
communication more difficult because all contact is mediated electronically.
40. Which statement about ethnocentrism is most accurate?
a. Ethnocentrism occurs in only Western cultures.
b. Ethnocentrism does not exist in today's culturally diverse workplace.
c. Ethnocentrism causes us to judge others by our own values.
d. Ethnocentrism is the oversimplified perception of a behavioral pattern or characteristic
applied to all groups.
Answer: c
Rationale:
Ethnocentrism is the belief in the superiority of one's own culture. This belief is a natural
attitude found in all cultures, and it causes us to judge others by our own values.
41. An American businessperson who thinks that all Swiss are hardworking, efficient, and
neat is demonstrating an example of
a. ethnocentrism.
b. tolerance.
c. stereotyping.
d. a cultural norm.
Answer: c
Rationale:
The belief that all members of a group have the same behavioral pattern is stereotyping and
not ethnocentrism, tolerance, or a cultural norm.
42. Learning about beliefs and practices different from our own and appreciating them means
displaying
a. tolerance.
b. individualism.
c. stereotyping.
d. gender norming.
Answer: a
Rationale:
Developing intercultural tolerance means practicing empathy, being nonjudgmental, and
being patient. To do so, you must first learn about the beliefs and practices different from
your own and appreciate them.
43. Working with people from other cultures will require tolerance. One of the best ways to
become more tolerant is by
a. practicing empathy.
b. increasing your individualism.
c. encouraging ethnocentrism.
d. knowing your communication style.
Answer: a
Rationale:
Tolerance requires you to have sympathy for and appreciation of the customs of other
cultures. You develop this tolerance through practicing empathy, which helps you to see the
world through another's eyes. If you are more individualistic or ethnocentric, you will
probably have less tolerance.
44. While conducting business with a customer from Italy, Zoe was careful to speak slowly
and clearly, using short sentences and familiar words. However, she noticed that the customer
had a glazed expression and did not understand her. Zoe should
a. repeat what she has said in a louder voice.
b. graciously accept the blame for not making her meaning clear.
c. end the conversation until an interpreter can be found.
d. require the Italian businessperson to restate the message in simple words.
Answer: b
Rationale:
Zoe did well to speak slowly, simply, and clearly with this customer. Now she should
graciously accept the blame for not being clear instead of repeating the same words more
loudly or asking the other person to restate her message.
45. When speaking with someone for whom English is a second language, you should talk
slowly, enunciate clearly, check frequently for comprehension, observe eye messages, listen
without interrupting, and
a. follow up important messages in writing.
b. avoid smiling, which might make you appear to lack seriousness.
c. use words that will impress the listener.
d. assume that the listener understands if he or she nods and smiles in agreement.
Answer: a
Rationale:
When exchanging important information with someone for whom English is a second
language, you should confirm the results and agreements in writing.
46. When writing for a multicultural audience, you are more likely to be understood if you
use short sentences and short paragraphs and if you include
a. slang, such as This product really rocks!
b. idioms, such as You can improve your bottom line by using this product.
c. acronyms, such as ASAP.
d. action-specific verbs, such as E-mail me if you have any questions rather than Contact me
if you have any questions.
Answer: d
Rationale:
A multicultural audience is less likely to understand American slang, idioms, or acronyms.
The audience is more likely to understand clear writing that uses short sentences, short
paragraphs, and action-specific verbs.
47. Max is preparing a contract between his company and one in Mexico. What should he do
when citing numbers in the contract?
a. Use the metric system.
b. Use American currency figures.
c. Write all months as figures rather than as words.
d. Avoid using any figures in the contract.
Answer: a
Rationale:
Max should express numbers as figures using the metric system. He should also convert
dollar figures into local currency and avoid using figures to express months. For clarity, he
should instead spell out the month.
48. Which of the following is a benefit of a diverse work environment?
a. Being better ability to create the products desired by consumers
b. Experiencing fewer discrimination lawsuits, fewer union clashes, and less government
regulatory action
c. Improving employee relationships and increasing productivity
d. All are benefits of a diverse work environment.
Answer: d
Rationale:
Diverse organizations create products demanded by consumers and experience improved
employee relationships and increased productivity. In addition, organizations that promote
diversity suffer fewer discrimination lawsuits, fewer union clashes, and less government
regulatory action.
49. Megahertz Technology Solutions, Inc., recently suffered a discrimination lawsuit. Advice
to improve its workforce diversity is likely to include understanding the value of differences,
providing diversity training for employees, building on similarities, and
a. hiring a more homogenous work group.
b. making fewer assumptions.
c. requiring all employees to use jargon that conveys stereotypes.
d. making sure all employees conform to a standard company culture.
Answer: b
Rationale:
Megahertz Technology Solutions, Inc., can capitalize on workforce diversity by
understanding the value of differences, providing diversity training for employees, building
on similarities, and making fewer assumptions.
50. Workers who communicate successfully with diverse audiences must make few
assumptions, learn about their own and other cultures, and
a. seek common ground.
b. help others conform.
c. avoid noticing differences.
d. encourage group thinking.
Answer: a
Rationale:
Successful communicators avoid assumptions; learn about all cultures; invite, use, and give
feedback; and seek common ground. Pretending differences don't exist or trying to help
others conform will not improve your communication success with diverse populations who
desire to be recognized and respected.
51. Because of today's communication technology, employees in today's workforce can
expect to write fewer messages.
a. True
b. False
Answer: False
Rationale:
Today's workforce communicates more, not less, because information technology and the
Internet have transformed the world of work.
52. Recruiters often rank communication skills as the highest skill set sought by employers.
a. True
b. False
Answer: True
Rationale:
In a poll of recruiters, oral and written communication skills were by a large margin the top
skill set sought by employers.
53. Only managers and business executives need strong communication skills.
a. True
b. False
Answer: False
Rationale:
Employees at all levels and in all fields will need strong communication skills in today's
information-driven society.
54. Employees in today's workforce must learn to write only e-mails effectively.
a. True
b. False
Answer: False
Rationale:
Employees in today's workforce must be prepared to communicate with the public and within
a company by using a variety of media such as e-mail, instant messaging, texting, blogs,
wikis, and social media sites.
55. Operating a computer is an example of a "soft" skill.
a. True
b. False
Answer: False
Rationale:
"Soft" skills, which are desirable in all business sectors and job positions, include
communicating and working with others, solving problems, making ethical decisions, and
appreciating diversity. Operating a computer is a "hard" skill.
56. Despite their popularity among teens, social networking sites such as Facebook and
Twitter are rarely used in today's business world.
a. True
b. False
Answer: False
Rationale:
New communication technologies, including social networking sites, have dramatically
affected the way workers interact. Today's businesses are capitalizing on these technologies to
collect information, serve customers, and sell products and services.
57. As a frontline employee, you can expect to have more managers in the workforce.
a. True
b. False
Answer: False
Rationale:
To reduce costs and inefficiencies, today's companies are reducing the levels of management,
which means that you can expect to have fewer managers on the job and that you will be
making more decisions and communicating these decisions to customers, coworkers, and
management.
58. As an employee in today's digital workplace, you can expect to work more independently
rather than collaboratively in groups.
a. True
b. False
Answer: False
Rationale:
Teamwork has become a reality in businesses. Many companies have created cross-functional
teams to empower employees and boost their involvement in decision making.
59. Most people are good listeners.
a. True
b. False
Answer: False
Rationale:
Most people are poor listeners. In fact, some researchers suggest that we listen at only 25 to
50 percent efficiency.
60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy
surroundings.
a. True
b. False
Answer: False
Rationale:
Physical, not psychological, barriers include hearing disabilities, poor acoustics, and noisy
surroundings. Psychological barriers occur because we each bring a unique set of cultural,
ethical, and personal values to the communication process.
61. Physical barriers to listening include only environmentally produced noises.
a. True
b. False
Answer: False
Rationale:
Although many physical barriers to effective listening are environmentally based, such as
poor acoustics and noisy surroundings, physical barriers to effective listening may also
include hearing disabilities or feelings of fatigue, sickness, or distress.
62. Listening is a passive process.
a. True
b. False
Answer: False
Rationale:
Listening is hard work. Unlike hearing, it demands total concentration. It is an active search
for meaning, while hearing is passive.
63. If you want to become a better listener, your first step is to stop talking.
a. True
b. False
Answer: True
Rationale:
It is human nature to prefer talking to listening. To improve your listening skills, you must
stop talking and start listening more to practice active listening skills.
64. To improve your listening ability, focus both on what is spoken and what is unspoken.
a. True
b. False
Answer: True
Rationale:
To improve your listening efficiency, you should listen between the lines. This means that
you should focus on what is spoken and what is unspoken by listening for feelings as well as
for facts.
65. Brooke is listening to a difficult presentation on nanotechnology development. As a good
listener, she should take complete notes of everything said.
a. True
b. False
Answer: False
Rationale:
Good listeners take selective notes of the most important points, but do not allow the notetaking process to interfere with concentration on the total message.
66. One of the best strategies to become a better listener is to question a speaker while he or
she is still talking to ensure your comprehension.
a. True
b. False
Answer: False
Rationale:
Good listeners force themselves to listen to the speaker's entire argument or message before
reacting.
67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal
message.
a. True
b. False
Answer: False
Rationale:
When verbal and nonverbal messages conflict, listeners tend to believe the nonverbal
message.
68. Most communication is nonverbal.
a. True
b. False
Answer: True
Rationale:
Researchers believe that the bulk of any message we receive is nonverbal.
69. Understanding a message involves listening to only the spoken words.
a. True
b. False
Answer: False
Rationale:
Successful communicators recognize the power of nonverbal messages and understand that
effective communication involves more than merely listening to the spoken words.
70. Most Americans communicate with business associates at approximately 1½ feet.
a. True
b. False
Answer: False
Rationale:
According to anthropologist Edward T. Hall, Americans communicate with intimate friends
and family, not business associates, at approximately 1½ feet.
71. Both your personal appearance and the physical appearance of your business documents
transmit immediate and important nonverbal messages.
a. True
b. False
Answer: True
Rationale:
Employees send important nonverbal messages to others through their physical appearance
and through the way their business documents look. Both personal appearance and the
physical appearance of a document can have a positive or a negative effect on the receiver.
72. Zach's company does business globally. By associating with people from diverse cultures,
Zach can widen his knowledge of intercultural messages and can increase his tolerance of
differences.
a. True
b. False
Answer: True
Rationale:
Associating with other cultures, both at work and at leisure, can improve your nonverbal
skills by widening your knowledge of and tolerance for intercultural nonverbal messages.
73. Greg will be the student speaker for graduation. To ensure that his nonverbal cues support
his verbal message, he should ask friends and family to monitor his conscious and
unconscious body movements and gestures.
a. True
b. False
Answer: True
Rationale:
You can ensure that your verbal and nonverbal messages match by asking family and friends
to observe your presentation to monitor your nonverbal behavior. Another effective technique
is to videotape yourself so that you can evaluate your presentation skills.
74. Our culture molds the way we think, behave, and communicate.
a. True
b. False
Answer: True
Rationale:
Culture is a powerful operating force that molds the way we think, behave, and communicate.
75. Communication style is the most important dimension of culture.
a. True
b. False
Answer: False
Rationale:
Context is probably the most important dimension of culture.
76. Individuals in high-context cultures prefer direct verbal interaction, value individualism,
rely on logic, say "No" directly, and give authority to written information.
a. True
b. False
Answer: False
Rationale:
Individuals in low-context cultures prefer direct verbal interaction, value individualism, rely
on logic, say "No" directly, and give authority to written information. They also are generally
less proficient in reading nonverbal cues and communicate in highly structured, detailed
messages with literal meanings.
77. The United States is an example of a low-context culture.
a. True
b. False
Answer: True
Rationale:
The United States, along with Scandinavia and Germany, represents a low-context culture.
Members of low-context cultures tend to be logical, analytical, and action oriented. They also
value independence and freedom from control.
78. Laura values individualism and personal responsibility in herself and coworkers. These
values are typical of North American culture.
a. True
b. False
Answer: True
Rationale:
As a typical North American, Laura tends to value individualism and responsibility.
79. North Americans consider time a precious commodity and correlate it with productivity,
efficiency, and money.
a. True
b. False
Answer: True
Rationale:
North Americans consider time a precious commodity. They correlate time with productivity,
efficiency, and money. Keeping people waiting for business appointments wastes time and is
rude.
80. Individuals in Western cultures are more relaxed about social status and the appearance of
power.
a. True
b. False
Answer: True
Rationale:
In Western cultures people are more relaxed about social status and the appearance of power.
However, in many Asian cultures, wealth, position, seniority, and age are important and must
be respected.
81. For Americans words are very important, especially in contracts and negotiations.
a. True
b. False
Answer: True
Rationale:
People in low-context cultures such as the United States place more emphasis on precise
meanings of words, especially in contracts and during negotiations. On the other hand, people
in high-context cultures place more emphasis on the surrounding context than on the words
describing a negotiation.
82. The first step in learning intercultural skills is being aware of your own culture and how it
contrasts with others.
a. True
b. False
Answer: True
Rationale:
The first step in learning intercultural skills is being aware of your own culture and how it
contrasts with others. Another important step involves recognizing barriers to intercultural
accommodation and striving to overcome them.
83. Ethnocentrism can be found in all cultures.
a. True
b. False
Answer: True
Rationale:
Ethnocentrism is the belief in the superiority of one's own culture and is found in all cultures.
84. Cross-cultural communication can be improved by practicing tolerance and
ethnocentrism.
a. True
b. False
Answer: False
Rationale:
"Ethnocentrism" is the belief in the superiority of one's own culture. It is wise to be tolerant
in cross-cultural communication, but ethnocentrism can handicap communication.
85. When communicating face-to-face with a person from another culture, you can always
assume that the other person is understanding your ideas if he or she smiles.
a. True
b. False
Answer: False
Rationale:
When orally communicating with a diverse audience, never assume that a "yes," nod, or
smile indicates comprehension or agreement. Instead, ask probing questions or encourage the
listener to paraphrase your ideas.
86. For international trade it is a good idea to learn and use the metric system.
a. True
b. False
Answer: True
Rationale:
Because the metric system is widely used throughout the world, for international trade it is a
good idea to learn and use this system.
87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
a. True
b. False
Answer: False
Rationale:
The U.S. workforce is expected to change in the coming years. No longer will it be
dominated by males or be Anglo-oriented. Instead, women, Hispanics, African Americans,
Asians, and Native Americans are expected to represent the majority of U.S. workers.
88. Developing a diverse staff that can work together cooperatively is one of the biggest
challenges facing business organizations today.
a. True
b. False
Answer: True
Rationale:
One of the biggest challenges facing business organizations today is developing a diverse
staff that can work together cooperatively.
89. Businesses that want to capitalize on cultural diversity need to train workers to think and
act alike to reduce conflicts.
a. True
b. False
Answer: False
Rationale:
Diversity makes an organization innovative and creative. Sameness fosters an absence of
critical thinking called "groupthink."
90. Ryan has an upcoming business meeting with a person from Germany. Because Ryan has
never met this person, he is worried about traveling there to do business for his company.
Ryan could reduce his worry by assuming that his German associate is similar to him.
a. True
b. False
Answer: False
Rationale:
Ryan should avoid making assumptions about this German associate. Although such
assumptions may appear insignificant and innocent, Ryan should value diversity by making
fewer assumptions that everyone is like him or holds similar values.
91. ____________________ such as the ability to communicate, work well with others, solve
problems, make ethical decisions, and appreciate diversity are essential career attributes in
today's workplace.
Answer: Soft skills
Rationale:
Soft skills such as the ability to communicate, work well with others, solve problems, make
ethical decisions, and appreciate diversity are essential career attributes in today's workplace.
92. ____________________ involves storing applications and data in remote locations.
Answer: Cloud computing
Rationale:
Cloud computing allows businesses to pay for digital storage space and software applications
offered by providers online rather than maintain costly hardware and software in-house.
93. The term ____________________ means that websites and Web applications have moved
from "read only" to "read-write," thus enabling users to participate, collaborate, and network
in unprecedented ways. It is one of many new communication technologies that is reshaping
the world of work.
Answer: Web 2.0
Rationale:
The term Web 2.0 means that websites and Web applications have moved from "read only" to
"read-write," thus enabling users to participate, collaborate, and network in unprecedented
ways. It is one of many new communication technologies that is reshaping the world of work.
94. ____________________ cues include eye contact, facial expressions, body movements,
space, time, territory, and appearance.
Answer: Nonverbal
Rationale:
Nonverbal cues include eye contact, facial expressions, body movements, space, time,
territory, and appearance.
95. ____________________ may be defined as "the complex system of values, traits, morals,
and customs shared by a society, region, or country."
Answer: Culture
Rationale:
Culture may be defined as "the complex system of values, traits, morals, and customs shared
by a society, region, or country."
96. According to a model developed by cultural anthropologist Edward T. Hall,
____________________ refers to the stimuli, environment, or ambience surrounding an
event and is arranged on a continuum from low to high.
Answer: context
Rationale:
According to a model developed by cultural anthropologist Edward T. Hall, context refers to
the stimuli, environment, or ambience surrounding an event and is arranged on a continuum
from low to high.
97. The belief in the superiority of one's own culture is known as ____________________.
This natural attitude is found in all cultures.
Answer: ethnocentrism
Rationale:
The belief in the superiority of one's own culture is known as ethnocentrism. This natural
attitude is found in all cultures.
98. An oversimplified perception of a behavior pattern or characteristic applied to entire
groups is a(n) ____________________.
Answer: stereotype
Rationale:
A stereotype is an oversimplified perception of a behavior pattern or characteristic applied to
entire groups. Stereotypes may create misconceptions and misunderstandings.
99. ____________________ means learning about beliefs and practices different from our
own and appreciating them. One of the best ways to develop this trait is to practice empathy.
Answer: Tolerance
Rationale:
Tolerance means learning about beliefs and practices different from our own and appreciating
them. One of the best ways to develop tolerance is to practice empathy.
100. ____________________ is defined as "trying to see the world through another's eyes."
Answer: Empathy
Rationale:
Empathy is defined as "trying to see the world through another's eyes."
Test Bank for Essentials of Business Communication
Mary Ellen Guffey, Dana Loewy
9781285858913, 9781337386494, 9781111821227, 9781285858890, 9780176473358, 9780176531409
