Chapter 7 Communication True/False 1, Communication is a learned skill. 2. Communication is the process of sending and receiving information by speech, gestures, or writing in order to obtain some type of response or action. taken place. Multiple Choice 1, Why might a person from Massachusetts have trouble understanding a person from Wyoming? A. Use of jargon B, Use of different tones C. Speaking different dialects D, Speaking different languages 2. In Japan, engaging in eye contact is considered A. a sign of respect. B. rude and aggressive. C. good communication. D. an invitation to shake hands. 3. If you do not receive the message that is being sent, communication has not 4, It is not necessary to speak in order to send a message. 5. Organizational communication is sent to people within an organization. In which country is winking considered rude? A. India B. Japan C. China D. United States What term describes a variation of a language spoken by a particular group of people? A. Tone B. Jargon C. Dialect D. Semantics“Outside the box” is an example of A. jargon. B. dialect. C. an adage. D. semantics. Smiling and yelling are examples of A. tone, B. jargon. C. gestures. D. semantics. The ability of a person to be believed is A. empathy. B. listening, C. feedback. D. credibility. ‘The ability to focus closely on what another person is saying to summarize the true meaning of a message is, A. hearing. B. empathy. C. listening, D. feedback. ‘The type of communication that helps people understand how well they have done something and how to improve is called A. empathy. B. criticism. C. feedback. D. evaluation. 10. 1. 12, 13. 14, Test Book | Foundations of Restaurant Management & Culinary Arts ‘Making eye contact with the speaker is an example of effective A. writing. B. listening. C. speaking. D. evaluating. Words that are known and used only bya particular group of people are called A. bias. B. noise. C. jargon. D. semantics. When communicating verbally, tone is defined as A. feelings displayed in the voice. B. verbal and nonverbal behavior, C. behavior demonstrated when speaking. D. the factor that determines the voice’s volume. ‘What is the purpose of the body of a written message? A. Calls for action B. Gets the audience's attention C. Presents the content of the message D. Establishes the writer’s point of view The purpose of a written message's introduction is to A. get the audience’ attention. B, present the topic of the message. C. identify the benefits of the message. D. summarize the key points of the message15. The purpose of a written message's conclusion is to A. get the audience's attention, B. present the topic of the message. C. identify the value of the message. D. establish the writer's point of view. 16. “Wassup” and “y'know” are examples of A. slang. B. jargon. C. semantics. D. buzzwords. 17. Considering guidelines for writing effectively, identify the problem with the following sentence: Line cooks shouldn't drop the entrées until the expo clears the appetizers. A. Using a long, drawn out explanation B. Using slang or lingo C. Using scientific terminology D. Using semantics 18. On what type of paper should professional handwritten notes be created? A. Computer paper B. Ivory or white note cards C. Colorful, expensive note cards. D. Personal stationary Chapter 7 | Communication 19. ‘The numerous messages and information that convey operational procedures, policies, and announcements to a wide variety of audiences are called A. a vision statement. B. a mission statement. C. interpersonal communications. D. organizational communications. 20. What type of communication describes the company's purpose and key objectives to its team and owners? A. Vision statement B, Mission statement C. Interpersonal communication D. Organizational communication 21. Any two-way communication that has immediate feedback is considered A. a vision statement. B. a mission statement. C. interpersonal communication. D. organizational communication. 22, A(n) statement defines the company’s purpose and values to employees and customers. A. policy B, vision C. mission D. organizational 23. The act of identifying with the feelings, thoughts, or attitudes of another person is A. loyalty. B, empathy. C. credibility. D. compassion. 51Test Book | Foundations of Restaurant Management & Culinary Arts 24, “When you're ready to order, just holler” is an example of A. noise. B. slang. C. jargon, D. semantics. 25. Ifa caller has been on hold longer than seconds, offer to take a message again. A.30 B. 60 c.90 D.120 26. People spend about what percentage of each day communicating with one another? A.10 B25 C.50 D.75 27. Which part of communication involves conveying information to another person? ‘A. Message B, Sender C. Receiver D. Feedback 28, ‘The most important characteristic of a message is its A. length. B, delivery. C. content. D. clarity, 29. ‘To empathize with a customer means to A. pity the customer. B. agree with the customer. C. accept responsibility for what happened. D, see the situation from the customer's point of view. 30. Nodding in agreement is an example of A. jargon. B, agesture. C. semantics. D. language differences. 31. What does it mean when the receiver makes eye contact with the sender during communication? A. The receiver is not listening. B. The receiver is paying attention. C. "The receiver agrees with the sender's statement. D, The receiver disagrees with the sender's statement. 32, Why is it important to smile when talking on the phone with customers? A. The manager might be watching. B. Smiling makes a person speak more quickly. C, Smiling makes the voice sound more pleasant. D. It helps a person to look more attractive to coworkers.33. Which of the following defines the company’s purpose and values to employees and customers? A. Action plan B. Employee manual C. Vision statement D, Mission statement 34. Which of the following actions is an effective way to handle a caller who has to be placed on hold? A. The host or hostess can ask the caller if he or she can take a message. B. The host or hostess can transfer the call when he or she gets a chance. C. The host or hostess should assume the caller wants to hold until they can be connected. D. The host or hostess should check back every five minutes to see if the caller wants to continue to holD. 35. During a speech, tone is defined as A. the volume of the voice. B. feeling displayed in the voice. C. verbal and nonverbal behavior. D. behavior demonstrated when speaking. 36. Which document is an example of an organizational communication? A. Mission statement B. Personnel reviews C. Employee suggestions D. Customer complaints Chapter 7 | Communication 37. Interpersonal communication is A. one-way communication with no feedback, B. two-way communication with no feedback. C. any one-way communication that has immediate feedback. D. any two-way communication that has immediate feedback. 38. “We are committed to using the finest ingredients in our recipes. No food leaves our kitchen that we ourselves would not eat” is an example of a A. vision statement. B. company policy. C. mission statement. D. organizational communication. 39. “Cu tmro” is an example of A. slang. B. noise. C. jargon. D. text-ese. 40. A Web site that contains an online personal journal is called a(n) A. blog. B. email. C. text message. D, instant message.Test Book | Foundations of Restaurant Management & Culinary Arts Short Answer 1 AG) is a preconceived idea about something that could affect a message, usually negatively. 2. A(n) defines the company’s purpose and values to employees and customers. 3. is communication without words and includes facial expressions, gestures, and eye contact. 4. is the process of sending and receiving information by speech, gestures, or writing for some type of response or action. 5. Communication that helps a person understand how well he or she has done something and how he or she can improve is called Essay 1. Think ofa restaurant you might want to open and what you would want the restaurant to represent. Write a mission statement,Chapter 7 | Communication 2. Write two different messages to a customer who had a bad experience in your restaurant. The first letter should be a positive writing example and the second should show poor writing skills. Compare the two examples. 3. What are the barriers to communication? Give an example of each using the written word and using the verbal example. 55