Chapter 1

ACHIEVING SUCCESS THROUGH EFFECTIVE BUSINESS

COMMUNICATION

Multiple Choice

1.Communicationistheprocessof
a.transferringknowledge.
b.listeningactively.
c.sendingandreceivingmessages.
d.writingeffectivemessages.

ANSWER:c;

2.Whichofthefollowingwouldnotbeconsideredastakeholderwhenitcomes
toyourbusinesscommunications?
a.Coworkers
b.Customers
c.Friends
d.Investors

ANSWER:c;
3.Anexampleofinternalcommunicationwouldbe
a.anemailmessagefromamanagertoasupplierrequestingupdated
pricesonparts.
b.anemailmessagefromasalesmanagertoasalespersonaskingfora
reportontravelexpensesforatradeshow.
c.aphonecallfromamanagertoacomputerrepairfirmcheckingonthe
statusofaprinterbeingrepaired.
d.afaxfromamagazinetoanadvertiserquotingnewadrates.

ANSWER: b;

4.Anexampleofinformalexternalcommunicationwouldbe
a.onthegolfcourse,arestaurantownerlistenstoafrienddescribethe
poorservicesherecentlyreceivedwhilediningattherestaurant.
b.agroupoffriendsdiscussaproducttheyhaveallrecentlypurchased.
c.twodepartmentmanagersfromthesamecompanytalkbusinesswhile
eatinglunch.
d.alloftheabove.

ANSWER:a;

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5.Anexampleofexternalcommunicationwouldbe
a.talkingonacellphonetoacolleague.
b.anemailfromasalespersontoacustomer.
c.amemofromamanageratheadquarterstoamanageratastorein
anotherstate.
d.ateleconferenceamongcompanysalesrepresentativesinseveral
locations.

ANSWER:b;

6. An example of downward communication flow is

a. a junior staff person giving information to a staff supervisor.
b. a sales manager giving instructions to a salesperson.
c. an e-mail message about sick leave from one staff secretary to another.
d. a company briefing held on the organizations top floor.

ANSWER: b;

7.Anexampleofhorizontalcommunicationwouldbe
a.ajuniorstaffpersongivinginformationtoastaffsupervisor.
b.acompanybriefingheldontheorganizationsgroundfloor.
c.anemailmessageaboutsickleavesentfromonedepartmentsecretary
toasecretaryinadifferentdepartment.
d.alloftheabove.

ANSWER:c;

8.Everyorganizationhas
a.anintranet.
b.anextranet.
c.aninformalcommunicationnetwork.
d.atallcommunicationstructure.

ANSWER:c;
9.Inmostorganizations,thegrapevinetendstobeparticularlyactivewhen
a.employeesaresatisfiedwiththeirjobs.
b.formalcommunicationchannelsareworkingefficiently.
c.employeesarewastingcompanytime.
d.theformalcommunicationnetworkisnotprovidingtheinformation
employeesbelievetheyneed.

ANSWER:d;

10.Acasualconversationbetweencoworkersisanexampleof

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 a.upwardcommunicationflow.
b.downwardcommunicationflow.
c.interdepartmentalcommunication.
d.informalcommunication.

ANSWER:d;

11. When it comes to the informal communication network, savvy managers

a. work hard to shut it down.
b. tap into it to spread and receive informal messages.
c. ignore most of the information it contains.
d. none of the above

ANSWER: b;
12. Which of the following is not a characteristic of effective business messages?
a. They provide practical information.
b. They present the writers opinions as facts.
c. They state precise audience responsibilities.
d. They clarify and condense information.

ANSWER: b;

13.Socialnetworkingtechnologiesaredesignedto
a.discourageemployeesfromsocializingatwork.
b.helpdissatisfiedemployeesfindbetterjobs.
c.helpcompaniestakeadvantageofallthecontactstheiremployeeshave.
d.dononeoftheabove.

ANSWER:c;DIFFICULTY:moderate;PAGE:6;TYPE:concept

14.Aflatterorganizationalstructure
a.decreasesthechanceofmisunderstandingsoccurring.
b.helpsmakecommunicationmoreefficient.
c.canblockeffectivecommunicationbyoverburdeningkeyindividuals.
d.doesalloftheabove.

ANSWER:d;

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15.Ifacompanysformalcommunicationnetworkcontainsmanylevelsof
hierarchy
a.communicationtendstobemoreeffective.
b.downwardcommunicationtendstobemoreeffective,butupwarddoes
not.
c.upwardcommunicationtendstobemoreeffective,butdownwarddoes
not.
d.upwardanddownwardcommunicationtendtobelesseffective.

ANSWER:d;

16.Whichofthefollowingisnotoneofthefourmainwaystoimprovebusiness
communication?
a.Acknowledgetheimportanceofthesituation.
b.Minimizedistractions.
c.Adoptanaudiencecenteredapproach.
d.Provideconstructivefeedback.

ANSWER:a;

17.Thetermcorporateculturerefersto
a.thenumberoforganizationallevelswithinacorporation.
b.theextenttowhichcorporationsdominateaparticularculture.
c.themixtureofvalues,traditions,andhabitsthatgiveacompanyits
atmosphereandpersonality.
d.acompanyssponsorshipofeventssuchasconcertsandplays.

ANSWER:c;18.Inthefirststepofthecommunicationprocess,thesender
a.decideswhattosay.
b.choosesacommunicationchannel.
c.hasanidea.
d.choosesacommunicationmedium.

ANSWER:c;

19.Acommunicationchannelis
a.chosenbasedpartlyontheformalityofyourmessage.
b.thespecificmethodchosenforsendingamessage,suchasemail,a
memo,oraphonecall.
c.ameansfortransmittingyourmessage.
d.alloftheabove.

ANSWER:d;

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20.Inthecommunicationprocessallofthefollowingoccurexcept
a.thereceiverdecodesthemessage.
b.thesendertransmitsthemessage.
c.thereceiverhasanidea.
d.thereceivergetsthemessage.

ANSWER:c;DIFFICULTY:moderate;PAGE:11;TYPE:concept

21.Thefinallinkinthecommunicationchainis
a.receivingthemessage.
b.sendingthemessage.
c.givingfeedbacktothesender.
d.interpretingthemessage.

ANSWER:c;

22. Business communication is often more demanding than social

communication because communication on the job is affected by
a. advances in technology.
b. the growing reliance on teamwork in business.
c. the globalization of business.
d. all of the above

ANSWER:d;

23. Bad connections, poor acoustics, and illegible text are all examples of
a. problems with feedback.
b. distractions.
c. problems with background differences.
d. overload problems.

ANSWER:b;

24.Distortingthepartsofareceivedmessagethatdonotfityourpreconceptions
iscalled
a.discrimination.
b.misreading.
c.selectiveperception.
d.stereotyping.

ANSWER:c;

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25.Inorderfortheaudiencetorespondpositivelytoabusinessmessage,they
must
a.rememberit.
b.beabletorespondtoit.
c.bemotivatedtorespondtoit.
d.doalloftheabove.

ANSWER:d;DIFFICULTY:moderate;PAGE:1415;TYPE:concept

26.Tomakeyourcommunicationmoreeffective,
a.dontsendunnecessarymessages.
b.includeasmuchinformationaspossible,evenifyourenotsureits
necessary.
c.sendthesamemessagesbymultiplechannels.
d.doalloftheabove.

ANSWER:a;

27.Whichofthefollowingcontributestoovercomingemotionaldistractionsin
businesscommunication?
a.Atopdownmanagementstyle
b.Unspokenlimitsonthekindsofinformationthatcanbetransmitted
c.Recognizingyourfeelingsandanticipatingothersreactions
d.Highsalariesandgreatbenefits

ANSWER:c;

28.Writingandspeakingfromyouraudiencespointofviewmakesitmore
likelythat
a.youwillloseprestigeintheeyesofyouraudience.
b.therewillbeconfusionaboutthemeaningofyourmessages.
c.receiverswillunderstandyourmessageandrespondpositively.
d.yourmessagewillbeineffective.

ANSWER:c;

29.Theprimarydifferencebetweenconstructivefeedbackanddestructive
feedbackisthatconstructivefeedback
a.avoidsallnegativeinformation.
b.focusesonthepeopleinvolvedinthesituation.
c.isdesignedtostimulateimprovement.
d.noneoftheabove.

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ANSWER: c;

30. Which of the following is not a characteristic of ethical communication?

a. It includes all relevant information.
b. It is designed to hide some negative information.
c. It is true in every sense.
d. It is not deceptive in any way.

ANSWER: b;

31.Likeemail,instantmessages
a.arenotconsideredlegaldocuments.
b.canbeusedasevidenceinlawsuitsorcriminaltrials.
c.aretheemployeesprivateproperty,andcannotbemonitored.
d.arenoneoftheabove.

ANSWER:b;
32.Allofthefollowingareexamplesofunethicalcommunicationexcept
a.usingjargon.
b.misquoting.
c.distortingvisuals.
d.plagiarism.

ANSWER:a;

33.Whichofthefollowingisanexampleofanethicaldilemma?
a.Decidingwhetherornottoinformemployeesthatlayoffsarecomingas
theyworkonfinishingabigproject
b.Decidingwhetherornottosellcompanystockwhenyouvereceived
insideinformationonacomingdownturn
c.Decidingwhetherornottousethecopymachineforpersonalpapers
d.Decidingwhetherornottodeclarethecostsofyourvacationtravelasa
deductiblebusinessexpense

ANSWER:a;
34.Whichofthefollowingisanexampleofanethicallapse?
a.Puttingunsignedsuggestionsinthecompanysuggestionbox
b.Informinganewemployeraboutyourprevious(competing)employers
majorclients
c.Tellingyoursupervisorthatanotheremployeeisstealingoffice
supplies
d.Providingincorrectdatainareport,eventhoughyoudidnotknowit
wasincorrectatthetime

ANSWER:b;

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35.Tohelpestablishclearguidelinesforethicalbehavior,manycompanies
provideemployeesawritten
a.ethicalaudit.
b.ethicaldilemma.
c.ethicallapse.
d.codeofethics.

ANSWER:d;

TrueorFalse

36.Downwardcommunicationflowsfromemployeestoexecutives,providing
accurate,timelyreportsonproblems,trends,opportunities,grievances,and
performance.

ANSWER:F;

37.Mostoftheinformationthatflowsdownwardinanorganizationisgeared
towardhelpingemployeesdotheirjobs.

ANSWER:T;

38.Upwardcommunicationgenerallyhelpsexecutivessolveproblemsandmake
intelligentdecisions.

ANSWER:T;

39.Withinorganizations,formalcommunicationisupwardanddownward,while
informalcommunicationisalwayshorizontal.

ANSWER:F;

40.Effectivemanagersavoidthegrapevineandcommunicatewithemployees
throughformalchannelsonly.

ANSWER:F;

41.Thegrapevinetendstobemostactivewhenemployeesreceivetoomuch
informationabouttheircompany.

ANSWER:F;

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42.Becauseexternalcommunicationiscarefullyorchestrated,almostnoneofit
occursinformally.

ANSWER:F;

43.Informalexternalcommunicationisgenerallylessimportantthanformal
communication.

ANSWER:F;

44.Socialnetworkingtechnologieshelpcompaniescapitalizeonallthe
connectionstheiremployeesmayhave.

ANSWER:T;

45.Socialnetworkingsoftwarehelpscompaniespreventemployeesfromsending
personalemailmessagesfromtheiroffices.

ANSWER:F;

46.Effectivecommunicationeliminatestheneedforfeedbackfromtheaudience.

ANSWER:F;

47.Despiteincreasedmarketglobalization,thenatureofbusinesscommunication
hasnotchangedverymuchinrecentyears.

ANSWER:F;
48.Amongotherfactors,theglobalizationofbusinesshasdecreasedthedemand
forskilledcommunicators.

ANSWER:F;

49.Knowledgeworkersspecializeinacquiring,processing,andcommunicating
information.

ANSWER:T;

50.Flatterorganizationalstructuresgenerallycreatelessdistortionwhenitcomes
tointernalcommunication.

ANSWER:T

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51.Themorelinksintheformalcommunicationchain,thegreaterthe
opportunityfordistortionofmessages.

ANSWER:T;

52.Workforcediversityincludesdifferencesinrace,butalsoingenderand
education.

ANSWER:T;

53.Employeesshouldavoidstrongnegativefeedbackatallcosts.

ANSWER:F;
54.Thegoalofanopencommunicationclimateistoeliminatetheneedforany
feedback.

ANSWER:F;

55.Thecommunicationprocessisasimpleoneconsistingoftwophases:the
sendertransmitsthemessageandthereceivergetsthemessage.

ANSWER:F

56.Noisereferstoanyinterferencethatpreventstheaudiencefromreceiving
yourmessage.

ANSWER:T;

57.Successfulorganizationsusuallyavoidtheneedforfeedback.

ANSWER:F;
58.Multitaskinggenerallyenhancesthequalityofemployeescommunication.

ANSWER:F;
59.Factorssuchaspooracousticsanduncomfortablemeetingroomscanbe
annoyingbutarenotreallythatimportantwhenitcomestocommunication.

ANSWER:F;
60.Inbusiness,youcanusuallycountonhavingyouraudiencesfullattention
forimportantmessages.

ANSWER:F;

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61.Toomuchinformationisalwaysbetterthannotenough.

ANSWER:F;

62.Intodaysbusinessenvironment,clientsandcoworkersexpectyoutoanswer
yourcellphonewhilemeetingwiththem.

ANSWER:F;

63.Ifalongreportrequiresnoactionfromrecipients,itsbesttowithholdthat
informationtoensurethattheyreadthereport.

ANSWER:F;

64.Effectivecommunicatorstagallemailmessagesasurgenttomakesurethe
audienceresponds.

ANSWER:F;

65.Aslongasemployeesgetthejobdone,mostcompaniesarenotconcerned
withemployeesmeetingexpectationsofbusinessetiquette.

ANSWER:F;

FillintheBlank

71.Communicationistheprocessof____________________and
____________________messages.

ANSWER:sending,receiving;

72.Groupsaffectedinsomewaybyacompanysactionsarereferredtoas
____________________.

ANSWER:stakeholders;

73.When,withinasinglecompany,thesalesmanagercallstheproduction
managertodiscussadelay,themessageistravelinginthe____________________
communicationnetwork.

ANSWER:internalORformal;

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74.Theinformalcommunicationnetworkwithinanorganizationisalsocalled
the____________________.

ANSWER:grapevine;

75.Social____________________technologieshelpcompaniestakeadvantageof
alltheconnectionstheiremployeesmayhave.

ANSWER:networking;

76.Workforce____________________referstoallthedifferencesamongthe
peopleyoucomeintocontactwithonthejob,includingage,gender,sexual
orientation,education,andsoforth.

ANSWER:diversity;

77.A________________________________________isthemixtureofvalues,
traditions,andhabitsthatgiveacompanyitsatmosphereorpersonality.

ANSWER:corporateculture;

78.Whenasenderputsanideaintoamessagethereaderwillunderstand,the
senderis____________________themessage.

ANSWER:encoding;
79.Foramessagetobesuccessfullyreceived,thereceivermust
____________________themessageextractsyourideafromit.

ANSWER:decode;

80.Selective____________________istheprocessofdistortingorignoring
informationthatdoesnotfitonesviewofreality.

ANSWER:perception;

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