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Chapter 11
1. How do recruiters and employers view the importance of professional behavior in the
workplace?
a. Although recruiters are impressed with applicants who speak and write well, a candidate's
technical expertise is all that matters.
b. Good manners and a businesslike, professional demeanor are among the top skills
recruiters seek in applicants.
c. Professionalism and soft skills are important only in service-oriented fields.
d. Team, communication, and people skills are low priorities for most recruiters and
employers.
Answer: b
Rationale:
Good manners and a businesslike, professional demeanor are among the top skills recruiters
seek in applicants because employers prefer courteous and professional job candidates over
those who lack these skills and traits.
2. Which statement about professionalism is most accurate?
a. Professionalism refers to those behaviors exhibited only to customers.
b. Professionalism describes desirable workplace behavior.
c. Professionalism emphasizes hard skills or technical knowledge desired by employers.
d. Professionalism is important only in large companies.
Answer: b
Rationale:
Professionalism explains proper work behavior that makes someone a good employee with
coworkers, bosses, and customers. Professionalism emphasizes civility, polish, etiquette,
social intelligence, and soft skills for all workers in small or large companies.
3. A synonym for professionalism is
a. hard skills.

b. social acceptance.
c. business etiquette.
d. diversity.
Answer: c
Rationale:
"Business etiquette" or "protocol," "soft skills," "social intelligence," "polish," and "civility"
are other terms for "professionalism." Regardless of the term used, all have one meaning:
desirable workplace behavior.
4. Which of the following statements about professionalism in the workplace is most
accurate?
a. Unprofessional behavior affects only the individual who displays it.
b. More organizations are establishing procedures or policies to encourage professionalism.
c. Employees need to exhibit professional behavior only when working at their desks.
d. You exhibit professional behavior only through nonverbal actions such as dressing
appropriately or maintaining eye contact with others.
Answer: b
Rationale:
Businesses want employees to be professional at all times, whether they are working at their
desks, participating in teams, or attending social functions. Therefore, organizations have
established procedures or policies to encourage professionalism because unprofessional
behavior costs businesses unnecessary money and time each year.
5. Jue understands that soft skills and professional polish will ensure her long-term success
on the job. Which of the following is not a soft skill?
a. A grasp of workplace etiquette
b. An eagerness to learn
c. The ability to work effectively as part of a team
d. Proficiency in using a variety of computer software packages

Answer: d
Rationale:
Proficiency in using a variety of computer software packages is a hard skill. The other answer
choices are soft skills.
6. Professional behavior is comprised of six dimensions, including courtesy and respect,
appearance and appeal, tolerance and tact, honesty and ethics, reliability and diligence, and
a. soft and hard skills.
b. self-actualization and self-control.
c. sharing and collegiality.
d. education and training.
Answer: c
Rationale:
The six dimensions of professional behavior include courtesy and respect, appearance and
appeal, tolerance and tact, honesty and ethics, reliability and diligence, and sharing and
collegiality.
7. Richard wants to prove that he is diligent and reliable. What is the best advice you can give
him?
a. Put all focus on his job and avoid volunteering his services to a worthy community or
charity group.
b. Avoid apologizing for any errors.
c. Honor his commitments and keep promises.
d. Avoid any interaction with coworkers so that he stays focused on his job.
Answer: c
Rationale:
To be diligent and reliable, Richard should honor his commitments and keep promises.

8. Stephen is starting a new job and wants to demonstrate that he is a professional employee.
What advice should he follow?
a. Never apologize for errors or misunderstandings because doing so calls attention to them.
b. Show up a few minutes late every so often to show that he isn't an overzealous employee.
c. Avoid compromising with others.
d. Exercise self-control and keep personal opinions of people private.
Answer: d
Rationale:
Stephen should exercise self-control and keep personal opinions of people private, which
demonstrate tolerance and tact.
9. An awareness of courtesy and etiquette
a. will ensure one's popularity in an office setting.
b. is not important to hiring managers.
c. is needed for only high-level business executives.
d. can improve an individual's chances of being hired and promoted.
Answer: d
Rationale:
An awareness of courtesy and etiquette can give you a competitive edge in the job market.
Etiquette, civility, and goodwill efforts may seem out of place in today's fast-paced,
hyperconnected offices; however, when two candidates have equal qualifications, the one
who appears to be more polished and professional is more likely to be hired and promoted.
10. Which of the following statements about professionalism is most accurate?
a. Demonstrating etiquette is important in the office and online.
b. No correlation exists between professional behavior and workplace success.
c. Employees must demonstrate professional behavior only when communicating face-to-face
with others.

d. Professionalism is important for employees in only Fortune 500 companies.
Answer: a
Rationale:
In the networked professional environment of the digital era, you must demonstrate
professional behavior and guard your reputation at the office and online.
11. Which of the following statements about face-to-face communication is most accurate?
a. Face-to-face communication is the least rich communication channel.
b. Face-to-face communication increases the likelihood of misunderstandings.
c. Face-to-face conversations reduce cooperation and limit problem solving during conflict.
d. Face-to-face interaction is the most effective of all communication channels.
Answer: d
Rationale:
Face-to-face conversation allows you to be persuasive and expressive because you can use
your voice and body; and it reduces the likelihood of misunderstandings, especially in
conflict situations when it promotes efficient problem solving and cooperation. As a result,
face-to-face interaction is the most effective and richest communication channel.
12. Which of the following statements about the power of the human voice is most accurate?
a. The voice sends only verbal messages to receivers.
b. Individuals can learn to change their voice to make it more effective and powerful.
c. No correlation exists between the voice and perceived authority and trust.
d. All answer choices are accurate statements about the human voice.
Answer: b
Rationale:
The voice carries strong nonverbal messages. In fact, studies suggest a strong correlation
between one's voice and perceived authority and trust. As a result, you can learn how to use

your voice effectively by controlling your pronunciation, voice quality, pitch, volume, rate,
and emphasis.
13. Saying words correctly and clearly with the accepted sounds and accented syllables
reflects
a. rate.
b. pitch.
c. vocal quality.
d. proper pronunciation.
Answer: d
Rationale:
Proper pronunciation means saying words correctly and clearly with the accepted sounds and
accented syllables.
14. To use your voice effectively,
a. speak in a relaxed, controlled, well-pitched voice at about 125 words per minute.
b. overemphasize all words to guarantee audience understanding.
c. avoid listening to educated individuals to retain your speaking uniqueness.
d. keep the same volume and rate while speaking.
Answer: a
Rationale:
Speaking in a relaxed, controlled, well-pitched voice at about 125 words a minute makes you
sound pleasing and professional. Other tips include listening to educated individuals
pronounce words, adjusting your volume and rate accordingly, and occasionally emphasizing
words.
15. The best definition of uptalk is
a. a flat or monotonous delivery.
b. a rising inflection at the end of a sentence that makes statements sound like questions.

c. self-gratifying comments to make you appear better than others.
d. an unnaturally quick speaking pattern.
Answer: b
Rationale:
"Uptalk," in which sentences sound like questions due to a rising end inflection, makes
speakers seem weak and tentative.
16. Which of the following is the best advice regarding workplace conversation?
a. To personalize your conversations, always use first names when addressing supervisors,
customers, and coworkers.
b. Be courteous and attentive when conversing with managers, colleagues, subordinates, and
customers.
c. Bring up controversial topics such as politics or religion as often as possible to show your
intelligence.
d. To demonstrate that you are human, feel free to complain about your colleagues, friends,
and job when you need to vent.
Answer: b
Rationale:
To demonstrate appropriate workplace conversation, you should be attentive and courteous
with managers, colleagues, subordinates, and customers. You should also choose appropriate
topics, avoid negative remarks, act professionally in social situations, give sincere and
specific praise, and wait for an invitation to use first names.
17. Which of the following statements about workplace criticism is most accurate?
a. When receiving criticism, individuals should focus on their feelings rather than on the
content of the criticism.
b. Most individuals like to give and receive criticism.
c. Giving and receiving criticism is a normal occurrence in the business world.
d. In today's workplace, only managers must give criticism.

Answer: c
Rationale:
Most of us hate giving criticism, but we dislike receiving it even more. However, giving and
receiving criticism on the job are normal. When you receive criticism, don't focus on your
feelings. Focusing on your feelings distracts you from hearing what is being said and
prevents you from responding professionally.
18. You are in a meeting receiving your performance review and are surprised that your
supervisor has offered you many suggestions for improvement. How should you react to the
criticism?
a. Interrupt your supervisor frequently to comment on his or her suggestions so that you don't
miss giving feedback on anything.
b. To avoid any type of confrontation with your supervisor, agree with all comments made.
c. Try to deflect blame for anything negative said to others in your department.
d. Ask for clarification of comments when necessary.
Answer: d
Rationale:
You should ask questions when you need clarification. However, do not blame others,
interrupt your boss, or agree with all statements.
19. You recently chaired a team implementing new federal confidentiality requirements. After
implementation, you must evaluate each team member's performance. Which of the following
suggestions about giving constructive criticism is not accurate?
a. Use language that focuses on improvement instead of problems.
b. To show more compassion, be as vague as possible.
c. Ask the team members for feedback.
d. Discuss the behavior, not the person.
Answer: b
Rationale:

Constructive criticism is more effective when it avoids vague assertions and broad
generalities.
20. Which of the following statement best provides constructive criticism?
a. You seem to think that you can submit any kind of work and that it doesn't matter.
b. Your work is often shoddy.
c. Producing inferior work often causes this company to lose time and money.
d. You need to produce work that meets this company's standards.
Answer: c
Rationale:
The best example of constructive criticism is "Producing inferior work often causes this
company to lose time and money." All other answer choices are vague, use you-focused
language, or discuss the person rather than the behavior.
21. Which of the following statements about phones and phone usage in today's businesses is
most accurate?
a. Phones are not an important communication tool in today's business offices.
b. The telephone has been replaced by e-mail as the No. 1 communication channel.
c. Effective business communicators know how to use phones productively, efficiently, and
professionally.
d. Today's offices do not come equipped with phones.
Answer: c
Rationale:
Despite the heavy reliance on e-mail, the telephone is still an extremely important piece of
equipment in offices. In fact, some research suggests that the telephone is just as
indispensable as e-mail. As a result, effective business communicators know and practice
productive, efficient, and professional phone usage.
22. What is the first thing you should do before making a business telephone call?
a. Prepare an appropriate opening.

b. Ask yourself if the phone call is necessary.
c. Decide what you're going to say after the receiver answers.
d. Write down the ideas you want to discuss so that you don't forget them.
Answer: b
Rationale:
Before making a telephone call, decide whether the call is necessary. If the information you
are seeking or need to convey can be done more efficiently by some other means, such as a
text message or e-mail, do so. Pick up the phone only when something is urgent and can't
wait.
23. Which of the following is the best advice to follow when placing a business phone call?
a. Use professional vocabulary and courteous language.
b. Realize that the responsibility for ending a call lies with the caller.
c. In the introduction of the phone call, name the person you are calling, identify yourself and
your affiliation, and give a brief explanation of your reason for calling.
d. All answer choices are good tips to follow when placing business phone calls.
Answer: d
Rationale:
When placing a phone call, remember these tips: plan a mini-agenda prior to making the call,
use a three-point introduction, be brisk if you are rushed, be cheerful and accurate, be
professional and courteous, end the call when you have received or conveyed the
information, avoid telephone tag, and leave complete voice mail messages.
24. Which of the following demonstrates the best example when answering a telephone call?
a. This is Beth. May I help you?
b. Precision Integrations. What's on your mind?
c. Hello. What can I do for you?
d. Thanks for calling Precision Integrations. This is Beth Dittmer. How may I help you today?

Answer: d
Rationale:
In answering your business telephone, provide your name, title or affiliation, and a greeting.
The only answer choice that provides all three criteria is "Thanks for calling Precision
Integrations. This is Beth Dittmer. How may I help you today?"
25. Which of the following is the best advice to follow when receiving telephone calls for
others?
a. Identify your colleague's whereabouts if you are answering his or her phone.
b. Guarantee the caller that your colleague will return the call within a few hours.
c. Verify telephone numbers and spelling of names when taking messages.
d. Find your coworker immediately and report that he or she has an incoming call.
Answer: c
Rationale:
You should verify all phone numbers and the spelling of names when taking messages.
However, never mention the whereabouts of your colleagues or guarantee a return call.
26. Which of the following is the best example of a response when answering calls for
others?
a. Annette is currently participating in an important budget meeting with our board of
directors.
b. We're not really sure where Annette is right now, but she'll return your call immediately
whenever she gets back.
c. Annette has run down to the ladies' room for a few minutes, but she should be back soon.
d. Annette is away from her desk, but I will give her your message when she returns.
Answer: d
Rationale:
When answering the phone for others, you should be courteous and helpful, but you should
not promise return phone calls or share personal or company information. The best example

of a response is "Annette is away from her desk, but I will give her your message when she
returns."
27. Elisha has just started a new job and must use a cell phone to communicate with
coworkers and customers. What advice should she follow to demonstrate professional cell
phone use?
a. Talk openly and freely on her cell phone in any location and at any time.
b. Select a unique ringtone such as the music and lyrics to her favorite song so that she can
recognize when her phone is ringing.
c. Speak louder so that her receiver can hear her and her ideas.
d. Screen incoming calls if she is busy.
Answer: d
Rationale:
Professional cell phone use includes observing wireless-free areas; speaking in low,
conversational tones; screening incoming calls and taking only urgent calls; avoiding talking
and texting while driving; choosing a professional ringtone; and being courteous to those
around you.
28. The benefits of voice mail include eliminating unnecessary chit chat, telephone tag,
inaccurate messages, and
a. time zone barriers.
b. the need for written messages.
c. the necessity of a cordial, friendly greeting.
d. prompt responses.
Answer: a
Rationale:
In addition to eliminating superfluous chitchat, telephone tag, and inaccurate messages, voice
mail eliminates time zone barriers. Voice mail doesn't eliminate the need for a cordial
greeting, prompt responses to messages, or some written messages.

29. Shawn needs to record his outgoing message on his voice mail system. Which of the
following outgoing messages is most professional?
a. Hi! I'm sorry I missed your call. Please leave a brief message after the tone.
b. This is Shawn. I'm not available right now. But if you leave a message, I promise to call
you back. Be sure to include your name, phone number, and the best time to return your call.
c. Your call is important to me. Please leave your name and number so that I can return your
call promptly.
d. Hi! You have reached the voice mail of Shawn Berg of Juarez Accounting. I am currently
away from my phone but will return by 2 p.m. Please call back then. Thank you for calling.
Answer: d
Rationale:
Shawn's voice mail greeting should identify him and his organization, explain that he is
unavailable, and offer an opportunity to call back or for him to return the call. The greeting
that best does this is "Hi! You have reached the voice mail of Shawn Berg of Juarez
Accounting. I am currently away from my phone but will return by 2 p.m. Please call back
then. Thank you for calling."
30. Leticia has called a client and received his voice mail. What is the best advice you can
give Leticia for leaving a message?
a. Hang up and call back later; her client won't want to be bothered with having to listen to a
message.
b. Speak as quickly as possible to make her message more concise.
c. Smile when leaving her message to add warmth to her voice.
d. Leave a complete message, including confidential details about the project Leticia is
working on, to make her message as useful as possible.
Answer: c
Rationale:

Leticia should smile when leaving her message to add warmth to her voice. She should also
use a professional, courteous tone; speak slowly and articulate clearly; and be careful with
confidential information.
31. Which of the following statements about teams in today's business is most accurate?
a. Teams can be effective in solving problems and in developing new products.
b. Today's teams collaborate only face-to-face.
c. Effective soft skills are not necessary when collaborating in teams.
d. Teams are rarely used in today's business environment.
Answer: a
Rationale:
Teams are a staple in today's business environment because they can be effective in solving
problems and in developing new products. Today's teams meet face-to-face and virtually. As a
result, solid soft skills are important in both.
32. Which of the following statements about workplace teams is most accurate?
a. Teams tend to respond more slowly to competition or problem solving.
b. Because conflict often results, teams tend to have decreased productivity.
c. Team members who are involved in the decision-making process show less resistance to
change.
d. Individuals tend to make better decisions than teams.
Answer: c
Rationale:
Team members who have input into decisions are less hostile, aggressive, and resistant to
change. In addition, teams make better decisions, can respond more quickly, show increased
productivity, exhibit greater buy-in, demonstrate improved employee morale, and experience
reduced risk.
33. In what phase of team development do teams select members, become acquainted, build
trust, and form a collaborative culture?

a. Storming
b. Forming
c. Norming
d. Performing
Answer: b
Rationale:
When teams are in the forming phase of team development, they select members, become
acquainted, build trust, and form a collaborative culture.
34. In what phase of team development do members select alternatives, analyze effects,
implement their plan, and manage their project?
a. Forming
b. Norming
c. Storming
d. Performing
Answer: d
Rationale:
When team members select alternatives, analyze effects, implement their plan, and manage
their project, they are in the performing phase of team development. However, some teams
may never reach this final stage.
35. What term describes groups of people who collaborate with one another to accomplish a
shared task across space, time, and organizational boundaries using technology?
a. Blogs
b. Virtual teams
c. Team players
d. Social networking
Answer: b

Rationale:
Virtual teams are groups of people who collaborate with one another to accomplish a shared
task across space, time, and organizational boundaries using technology.
36. Which of the following would have a negative impact on a group?
a. Encouraging members to partcipate
b. Setting rules and abiding by them
c. Analyzing tasks and defining problems
d. Failing to stay on task
Answer: d
Rationale:
Failing to stay on task would negatively impact a group. Other negative group behaviors
include blocking the ideas of others, insulting and criticizing others, wasting the group's time,
making improper jokes and comments, and withdrawing.
37. The most successful workplace teams
a. agree on a purpose and procedures.
b. are homogeneous.
c. avoid conflict.
d. work independently.
Answer: a
Rationale:
The most successful teams have a small size and diverse makeup, agree on the team's purpose
and procedures, have the ability to confront conflict, use good communication techniques,
collaborate rather than compete, share leadership, and accept their ethical responsibilities.
38. What is the ideal number of participants for most groups?
a. Two
b. Four to five

c. Ten
d. There is no "ideal" number; more is always better.
Answer: b
Rationale:
Although teams may range in size, the ideal number for most groups is four or five members.
39. Which of the following is the best advice to follow when dealing with conflict in a team?
a. Look for areas of mutual agreement.
b. To promote individuality, focus on the person rather than the task.
c. Do not allow team members to speak their minds because too many ideas could prevent the
group from reaching its goal.
d. Avoid conflict completely and let the chips fall where they may.
Answer: a
Rationale:
When conflict arises in a group, you should listen to ensure you understand the problem,
understand the other's position, show a concern for the relationship you have with your fellow
group members, look for areas of mutual agreement, invent new problem-solving options,
and reach a fair agreement.
40. Which of the following would probably best help a group achieve its goal?
a. Competition
b. Individual leadership
c. Emphasis on individualism
d. Active listening skills
Answer: d
Rationale:
Groups are effective when members demonstrate active listening skills, collaborate rather
than compete, share leadership, and focus on the group rather than on themselves.

41. Which of the following statements about meetings is most accurate?
a. Because of e-mail and wireless devices, meetings are no longer needed in the business
world.
b. To increase employee productivity, meetings should never be held.
c. As businesses become more team-oriented, people are attending more meetings than ever.
d. Only top-level business executives must attend meetings.
Answer: c
Rationale:
Despite use of e-mail and wireless devices, people are attending more meetings than ever as
businesses become more team oriented.
42. What is your first task before holding a meeting?
a. Deciding how and where to meet
b. Preparing an agenda
c. Inviting participants
d. Determining your purpose
Answer: d
Rationale:
Before you do anything else, you must decide the purpose of your meeting and determine its
necessity.
43. When the purpose of your meeting is to solve an intense problem, what is the
recommended number of meeting participants?
a. Five or fewer
b. Ten or fewer
c. Thirty or fewer
d. An unlimited number of participants

Answer: a
Rationale:
The number of meeting participants depends on the purpose of the meeting. Intensive
problem solving should usually involve five or fewer people.
44. A meeting agenda should include the date and place of the meeting, start and end times, a
brief description of each topic with its time allotment, and
a. a refreshment list.
b. an explanation of the leader's position on each of the agenda topics.
c. any premeeting preparation expected of participants.
d. All answer choices should be included on a meeting agenda.
Answer: c
Rationale:
In addition to the date and place of the meeting, start and end times, and a brief description of
the topics with their time allotments, an agenda should include any premeeting preparation
expected of participants. It may also identify the names of people responsible for specific
items.
45. Which of the following is the best practice for a group when it begins a meeting?
a. Wait until all participants arrive.
b. Give a quick recap to anyone who arrives late.
c. Establish ground rules.
d. Start voting on items prior to holding any discussion.
Answer: c
Rationale:
Always start meetings on time, but don't give a recap to any latecomer. Open the meeting by
identifying the meeting objective(s), providing any background information, and setting any
necessary ground rules.

46. How should a group leader keep a meeting progressing effectively?
a. Engage in most of the talking to ensure that the meeting ends on time.
b. Allow group members to digress on a topic because other topics may be beneficial to
explore.
c. Discourage members who monopolize the discussion.
d. Summarize only at the end of the meeting.
Answer: c
Rationale:
Effective group leaders should not only discourage members who monopolize the discussion
but also ask others for their contributions. Other effective techniques include minimizing
their own contributions to the group and summarizing periodically.
47. Which of the following statements about the end of a meeting is most accurate?
a. A meeting should end only when participants have discussed all agenda items.
b. The leader should provide a summary of accomplishments and a review of action items.
c. The leader should remind participants that they are responsible for taking their own
minutes.
d. Participants should pass their assigned tasks on to someone who did not attend.
Answer: b
Rationale:
An effective leader ends the meeting with a summary of accomplishments and a review of
action items; he or she also follows up by distributing meeting minutes and reminding
participants of their assigned tasks.
48. Which of the following should be included in the minutes of a meeting?
a. Action items
b. Date and time of meeting
c. Participants' names

d. All answer choices are items that should be included in the minutes of a meeting.
Answer: d
Rationale:
Meeting minutes should include the subject, date, time, participant names, absentee names,
meeting documents and files, key points, decisions, and action items.
49. Companies use virtual meetings to
a. save travel costs.
b. reduce employee fatigue.
c. connect dispersed participants.
d. All answer choices provide reasons companies use virtual meetings.
Answer: d
Rationale:
Companies use virtual meetings to connect dispersed participants, save travel costs, and
reduce employee fatigue.
50. Jeff will be leading a virtual team meeting. What should he do to make certain that the
meeting runs smoothly and professionally?
a. Send text messages and check his e-mail during the meeting.
b. Ensure that the technology is working for all participants before the meeting starts.
c. Discourage any chitchat among team members before or after the meeting.
d. Set the meeting time using Eastern Standard Time (EST).
Answer: b
Rationale:
When leading or participating in a virtual meeting, follow these tips: ensure that the
technology is functional for all participants before the start of the meeting, set the meeting
time using Coordinated Universal Time (UTC), interact professionally, establish ground rules
such as no multitasking during the meeting, understand and anticipate limitations of virtual

technology, take turns speaking, and allow dispersed members to build camaraderie and trust
through casual conversation before and after the meeting.
51. Good manners and a businesslike, professional demeanor are among the top skills
recruiters seek in applicants.
a. True
b. False
Answer: True
Rationale:
Good manners and a businesslike, professional demeanor are among the top skills recruiters
seek in applicants. Employers prefer courteous and professional job candidates over those
who lack these skills and traits.
52. The term "professionalism" refers to desirable workplace behavior.
a. True
b. False
Answer: True
Rationale:
The term "professionalism" and its synonyms, such as "business etiquette" or "protocol,"
"soft skills," "social intelligence," "polish," and "civility" all have one element in common.
They describe desirable workplace behavior. Businesses have an interest in employees who
get along and deliver positive results that enhance profits and boost the company's image.
53. Many businesses have established protocol procedures or policies to enforce civility.
a. True
b. False
Answer: True
Rationale:

Smooth relations in the workplace and effective interactions with business partners or the
public are crucial for profitability. Therefore, many businesses have established protocol
procedures or policies to enforce civility.
54. Although you will be judged on your technical and communication skills in and out of the
office, you do not have to worry about demonstrating proper business attire and dining
etiquette.
a. True
b. False
Answer: False
Rationale:
You will be judged on not only your technical and communication skills but also your
business attire and dining etiquette in and out of the office.
55. Hard skills refer to a whole cluster of personal qualities, habits, attitudes, communication
skills, and social graces.
a. True
b. False
Answer: False
Rationale:
Soft skills are a whole cluster of personal qualities, habits, attitudes, communication skills,
and social graces. Hard skills is the term used to reference technical knowledge in your field.
56. In today's fast-paced, competitive business world, employers are not interested in the
ethical behavior of their employees.
a. True
b. False
Answer: False
Rationale:

Although today's business world is fast-paced and competitive, businesses still want
employees who are not only professional but also ethical. Ethical behaviors include being
honest, respecting others, demonstrating empathy, and competing fairly.
57. An awareness of courtesy and etiquette can give you a competitive edge in the job market.
a. True
b. False
Answer: True
Rationale:
An awareness of courtesy and etiquette can give you a competitive edge in the job market.
Etiquette, civility, and goodwill efforts may seem out of place in today's fast-paced,
hyperconnected offices. However, when two candidates have equal qualifications, the one
who appears to be more polished and professional is more likely to be hired and promoted.
58. You must demonstrate professionalism only in face-to-face interactions.
a. True
b. False
Answer: False
Rationale:
In the networked professional environment of the digital era, you must manage and guard
your reputation at the office and online. How you present yourself in the virtual world may
very well determine how successful your career will be.
59. Because today's technologies provide many alternate communication channels, face-toface communication is no longer important in business and professional transactions.
a. True
b. False
Answer: False
Rationale:

Alternate communication technologies can't replace the richness or effectiveness of face-toface communication.
60. Your vocal quality sends only verbal messages.
a. True
b. False
Answer: False
Rationale:
The quality of your voice sends nonverbal messages to listeners. It may identify your
personality or mood. To check your voice quality, record your voice and listen to it critically.
61. Speakers should avoid "uptalk" in the workplace because it makes them appear weak and
tentative.
a. True
b. False
Answer: True
Rationale:
"Uptalk" is the habit of using a rising inflection at the end of a sentence resulting in a
singsong pattern that makes statements sound like questions. Speakers should avoid "uptalk"
because it makes them appear weak and tentative.
62. When conversing with others, always address them by their first names.
a. True
b. False
Answer: False
Rationale:
Although the world seems increasingly informal, it is still wise to use titles and last names
when addressing professional adults. You should always address customers and others outside
an organization initially by titles and last names. Wait for an invitation to use first names.

63. If you receive constructive criticism on the job, you should focus on your feelings as
much as possible.
a. True
b. False
Answer: False
Rationale:
When you receive constructive criticism, focusing on your feelings distracts you from
hearing the content of the message, and it prevents you from responding professionally.
64. If another person has criticized you unfairly, you should disagree respectfully and
constructively.
a. True
b. False
Answer: True
Rationale:
After hearing criticism that you believe is unfair, you can disagree respectfully and
constructively and look for a middle position.
65. When you deliver constructive criticism, you should use the word "we" instead of "you"
to avoid sounding accusatory.
a. True
b. False
Answer: True
Rationale:
Offering constructive criticism is more effective if you use the word "we" instead of "you."
"We" emphasizes organizational expectations rather than personal ones, making the criticism
more acceptable to its recipient.
66. You should generally deliver most constructive criticism in writing rather than in person.

a. True
b. False
Answer: False
Rationale:
You should deliver most constructive criticism in person. Personal feedback offers an
opportunity for the listener to ask questions and give explanations.
67. E-mail has made telephone use obsolete in the corporate world.
a. True
b. False
Answer: False
Rationale:
Despite the heavy reliance on e-mail, the telephone is still an extremely important piece of
equipment in offices.
68. When placing a business telephone call, immediately name the person you are calling,
identify yourself and your affiliation, and give a brief explanation of your reason for calling.
a. True
b. False
Answer: True
Rationale:
When placing a call, immediately (a) name the person you are calling, (b) identify yourself
and your affiliation, and (c) give a brief explanation of your reason for calling.
69. The responsibility for ending a call lies with the receiver.
a. True
b. False
Answer: False

Rationale:
The responsibility for ending a call lies with the caller, not the receiver.
70. When answering a phone call for a coworker, be honest and tell the receiver the exact
whereabouts of your coworker.
a. True
b. False
Answer: False
Rationale:
Although you should always be courteous and helpful to others, be cautious when answering
calls for others. Don't give out confidential information about a coworker's whereabouts.
Instead, it is better to say, "She is away from her desk," or "He is out of the office."
71. You should identify the extension when transferring a call.
a. True
b. False
Answer: True
Rationale:
Unfortunately, transferred calls may be inadvertently disconnected. By indicating the
extension to which you are transferring the call, you help the caller who chooses to call again.
72. To make your outgoing voice mail message more professional, use the computergenerated voice that comes with most systems.
a. True
b. False
Answer: False
Rationale:
Instead of a mechanical greeting, create a greeting that sounds warm and inviting, both in
tone and content. Your greeting should be in your own voice, not a computer-generated voice.

73. When speaking on a cell phone, speak more loudly so that the receiver can hear you and
your ideas.
a. True
b. False
Answer: False
Rationale:
Cell phone microphones are sensitive, making it unnecessary to raise your voice. Instead,
speak in low, conversational tones.
74. You should try to respond to voice messages within one week.
a. True
b. False
Answer: False
Rationale:
Responding to messages promptly is important in the business world. Try to return all voice
mail messages within one business day.
75. Decisions made by teams promote greater "buy-in" from group members.
a. True
b. False
Answer: True
Rationale:
Group members are more willing to accept and support decisions when they participate in the
decision-making process.
76. In the norming phase of team development, teams discuss alternatives, evaluate
outcomes, apply criteria, and prioritize alternatives.
a. True
b. False

Answer: True
Rationale:
In the norming phase of team development, teams discuss alternatives, evaluate outcomes,
apply criteria, and prioritize alternatives.
77. Many organizations are using virtual teams to exchange ideas and make decisions.
a. True
b. False
Answer: True
Rationale:
To connect with distant team members across borders and time zones, many organizations are
creating virtual teams. These teams work interdependently with a shared purpose across
space, time, and organizational boundaries using technology.
78. Withdrawing from a group is viewed as an effective technique to deal with group
differences.
a. True
b. False
Answer: False
Rationale:
Team members who withdraw hinder a group's effectiveness. Other behaviors that negatively
affect a group include insulting or criticizing others, blocking the ideas of others, failing to
stay on task, or providing irrelevant information or distractions.
79. Groups with diverse members often produce the best decisions.
a. True
b. False
Answer: True
Rationale:

Teams generally should have male and female members who differ in age, ethnicity, social
background, training, and experience. The key business advantage of diversity is the ability to
view a project and its context from multiple perspectives, which can produce innovative
solutions with broader applications.
80. Groups should avoid conflict.
a. True
b. False
Answer: False
Rationale:
The most effective groups acknowledge conflict and address the root of the problem.
Although it may feel emotionally risky, direct confrontation saves time and enhances team
commitment in the long run.
81. Effective team members view participation in a team as an opportunity to compete with
others.
a. True
b. False
Answer: False
Rationale:
Effective team members collaborate rather than compete. They are genuinely interested in
achieving team goals instead of receiving individual recognition.
82. Effective teams often have no formal leader.
a. True
b. False
Answer: True
Rationale:
Effective teams often have no formal leader. Instead, leadership rotates to those with the
appropriate expertise as the team evolves and moves from one phase to another.

83. Today's workers attend more meetings than ever.
a. True
b. False
Answer: True
Rationale:
As businesses turn to team-based and participatory management, workers are attending more
meetings than ever. Therefore, meetings represent opportunities for you to demonstrate your
leadership, communication, and problem-solving skills.
84. No meeting should be called unless the topic is important, can't wait, and requires an
exchange of ideas.
a. True
b. False
Answer: True
Rationale:
No meeting should be called unless the topic is important, can't wait, and requires an
exchange of ideas. To determine a meeting need, consult the key people who will be
attending. Ask them what outcomes they desire and how to achieve them, which sets a
collaborative tone and encourages full participation.
85. The purpose of a meeting determines the number of participants.
a. True
b. False
Answer: True
Rationale:
The purpose of the meeting determines the number of participants. If the meeting purpose is
motivational, then the number of participants is potentially unlimited. However, for highstake decisions, consultants recommend limiting the meeting to three to six key executives.

86. Ground rules for a business meeting should be discussed only when a participant's
behavior is harming the progress of the agenda.
a. True
b. False
Answer: False
Rationale:
Ground rules should be covered in the introduction of the meeting. By covering them in the
introduction, the leader may prevent the participant's behavior from occurring.
87. When a conflict develops between two members, allow each to make a complete case
before the group.
a. True
b. False
Answer: True
Rationale:
Conflict typically develops when people feel unheard or misunderstood. If two people clash,
the best approach is to encourage each to make a complete case while group members listen.
88. No one should leave a meeting without a full understanding of what was accomplished.
a. True
b. False
Answer: True
Rationale:
No one should leave a meeting without an understanding of what was accomplished. One
technique that encourages full participation in smaller groups is "once around the table."
Everyone summarizes briefly his or her interpretation of what the group decided and what
happens next.
89. Meeting minutes should be distributed within two weeks after the meeting or at least two
days before the next meeting, whichever comes first.

a. True
b. False
Answer: False
Rationale:
Minutes should be distributed within a couple of days after the meeting; they should be sent
to all meeting participants and to others who need to know what was accomplished.
90. Virtual meetings save travel costs and reduce employee fatigue.
a. True
b. False
Answer: True
Rationale:
Virtual meetings allow dispersed participants who connect with communication technology to
coordinate activities, talk to customers, and make presentations, which saves companies
money and reduces employee fatigue.
91. ____________________, also known as business etiquette or protocol, soft skills, social
intelligence, polish, or civility, refers to a whole range of desirable workplace behaviors.
Answer: Professionalism
Rationale:
Professionalism, also known as "business etiquette," "business protocol," "civility," "social
intelligence," or "soft skills," refers to a whole range of desirable workplace behaviors.
92. Interpersonal skills such as working in teams, possessing a positive attitude, prioritizing
work tasks, listening, and demonstrating workplace manners are all examples of
____________________ skills.
Answer: soft
Rationale:

Unlike hard skills, a term for the technical knowledge in a field, soft skills are interpersonal
skills such as working in teams, possessing a positive attitude, prioritizing work tasks,
listening, and demonstrating workplace manners.
93. ____________________ involves saying words correctly and clearly using accepted
sounds and accented syllables.
Answer: Pronunciation
Rationale:
Pronunciation involves saying words correctly and clearly using accepted sounds and
accented syllables. The best ways to improve your pronunciation are to listen carefully to
educated people, look words up in the dictionary, and practice.
94. ____________________ is the habit of using a rising inflection at the end of a sentence
resulting in a singsong pattern that makes statements sound like questions.
Answer: Uptalk
Rationale:
To make your message interesting and natural, you should use emphasis appropriately and
avoid uptalk, the habit of using a rising inflection at the end of a sentence resulting in a
singsong pattern that makes statements sound like questions. Uptalk makes speakers seem
weak and tentative.
95. The ____________________ of a phone call should name the person being called,
identify the caller and his or her affiliation, and provide a brief explanation of the reason for
the phone call.
Answer: introduction
Rationale:
When placing a phone call, you should use a three-point introduction that (a) names the
person being called, (b) identifies yourself and your affiliation, and (c) provides a brief
explanation of your reason for calling.
96. Effective businesspeople use ____________________ mail to intercept and screen
incoming calls.

Answer: voice
Rationale:
Effective businesspeople use voice mail appropriately to intercept and screen incoming calls
when they are busy. It is also eliminates telephone tag, inaccurate message taking, and time
zone barriers.
97. According to B.A. Tuckman, when teams are in the ____________________ phase of
team development, they identify problems, collect and share information, establish decision
criteria, and prioritize goals.
Answer: storming
Rationale:
According to B.A. Tuckman, teams go through four phases: forming, storming, norming, and
performing. When teams are in the storming phase of team development, they identify
problems, collect and share information, establish decision criteria, and prioritize goals.
98. To connect with distant team members across borders and time zones, many organizations
are creating ____________________ teams. These teams work interdependently with a
shared purpose across space, time, and organizational boundaries using technology.
Answer: virtual
Rationale:
To connect with distant team members across borders and time zones, many organizations are
creating virtual teams. These teams work interdependently with a shared purpose across
space, time, and organizational boundaries using technology.
99. The list of topics to be discussed at a meeting is called a(n) ____________________.
Answer: agenda
Rationale:
An agenda is a list of topics for discussion. A good agenda will also provide a brief
description of each topic in order of priority and the name(s) of responsible personnel.
100. The ____________________ are a record of points of discussion, decisions made, and
tasks assigned at a meeting.

Answer: minutes
Rationale:
Minutes contain the record of what transpired at a meeting, including points of discussion,
decisions made, and tasks assigned.

Test Bank for Essentials of Business Communication
Mary Ellen Guffey, Dana Loewy
9781285858913, 9781337386494, 9781111821227, 9781285858890, 9780176473358, 9780176531409

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