Business and Professional

Communication KEYS for Workplace

Excellence 3rd Edition Quintanilla Test
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 Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource

Chapter 8: Technology in the Workplace

Test Bank
Multiple Choice

1. When you communicate by using any form of technology, you are taking part in
*a. computer-mediated communication.
b. current communication practices.
c. secondary communication.
d. inferior communication.
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Communication and Technology: Tools for Professionals
Question type: MC

2. Computer-mediated communication takes place via

a. computers.
b. cell phones.
c. pagers.
*d. all of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Communication and Technology: Tools for Professionals; Table 8.1 Selecting
the Channel: Pros and Cons
Question type: MC

3. Private communication online can be made public.

*a. True
b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Maintaining Professional Excellence Online
Question type: TF

4. Which e-mail address example is the most appropriate to use for professional use such as
business connections?
a. akb123@yahoo.com
b. yankees4thawin@sports.com
*c. john.smith@company.org
d. jamesbond007@hotmail.com
Learning objective number: 8-4
Cognitive domain: Knowledge
Answer location: Electronic Communication
Question type: MC
 Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource

5. What type of e-mail should you avoid sending while at work or from a work account?
a. forwards
b. jokes
c. e-mails containing emoticons
*d. all of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Information Overload; Electronic Communication
Question type: MC

6. When you receive an e-mail written in all caps with lots of exclamation points, the tone of
the message is changed. The change in tone is a characteristic of what type of communication?
a. verbal
*b. nonverbal
c. non-professional
d. computer-mediated
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Keys to Excellence with Communication and Technology
Question type: MC

7. Which of the following is true concerning workplace surveillance systems?

*a. Employers are allowed to track information being accessed from their
computers.
b. Work computers are more secure than personal computers.
c. Employees can hide their online activity by clearing their search history.
d. Systems that track web activity are illegal without the consent of the employee.
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Employee Surveillance
Question type: MC

8. Stacy has a Facebook account and uses it as a sounding board for her frustration with her
personal life and company. Which of the following statements is true?
a. Stacy should only delete anything on her Facebook page that is work related.
*b. Stacy should be mindful about what others can retrieve about her on the Internet
and should refrain from posting things that may show her in a negative light.
c. She can post negative comments about the company as it is her right to exercise her
right to free speech and because of this nothing negative will happen.
d. As long as she is not “friends” with her boss, she should be fine.
Learning objective number: 8-3
Cognitive domain: Comprehension
 Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource

Answer location: Your Communication Interaction: Making Social Media Choices

Question type: MC

9. Which term correctly identifies the study of time as communication?

a. oculesics
b. linguistics
c. proxemics
*d. chronemics
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Time Management
Question type: MC

10. Computer-mediated communication occurs in

a. synchronous time.
b. asynchronous time.
*c. synchronous and asynchronous time.
d. neither synchronous nor asynchronous time.
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Time Management
Question type: MC

11. Which strategy is a way to avoid e-mail information overload?

a. Ignore and delete what you can.
*b. Read and respond to messages that are important.
c. Block out some time to delete inbox clutter.
d. all of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Information Overload
Question type: MC

12. Which of these statements is true regarding spam e-mail?

a. Spam recipients are never random.
b. All spam contains viruses designed to hack your computer.
c. Spammers often steal sensitive passwords.
*d. Spammers buy your information from companies you have given your e-mail
address to.
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Information Overload
Question type: MC
 Business and Professional Communication 2e
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Instructor Resource

13. Electronic bulletin boards can be accessed

a. by joining a listserv first.
b. by subscribers.
*c. by anyone.
d. through company channels.
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Electronic Aggression
Question type: MC

14. Which of the following text messages should have been communicated with a phone call or
in person?
a. “see you there.”
b. “meeting @ 10”
*c. “you got the promotion!”
d. none of the above
Learning objective number: 8-1
Cognitive domain: Comprehension
Answer location: Electronic Communication
Question type: MC

15. Why is it especially important to be careful about the messages you send via electronic
communication?
*a. Due to the lack of cues, misunderstandings can lead to electronic conflicts.
b. Almost anyone can look into your private e-mails.
c. The same rules apply for electronic communication as paper communication.
d. all of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Explore; Electronic Communication
Question type: MC

16. Why do most companies find it necessary to have a written policy regarding electronic
communication?
a. Employers need a paper trail on employees' activities in case they want to fire them.
*b. Issues such as viruses, misuse of the system, and e-mail etiquette need to be clearly
spelled out to employees.
c. Finding out if job candidates can understand the policy is critical to the hiring process.
d. Employers want a legally binding contract in place to protect against lawsuits.
Learning objective number: 8-3
Cognitive domain: Knowledge
 Business and Professional Communication 2e
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Instructor Resource

Answer location: Employee Surveillance, Table 8.2 Ways of Addressing E-mail Security Issues
Question type: MC

17. According to the authors of this text, if you want to excel and get promoted to a higher
position in leadership, you need to
*a. improve your communication with technology.
b. avoid text messaging altogether.
c. stay away from social media.
d. all of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: KEYS to Excellence with Communication and Technology
Question type: MC

18. What kinds of work teams are designed to help companies connect their employees in
different locations and save on time and travel?
a. teleconferences
b. Skype
*c. virtual work teams
d. none of the above
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Communication and Technology: Tools for Professionals
Question type: MC

19. The goal of workplace surveillance is to alleviate productivity concerns and discourage
employees from looking up personal banking information or viewing pornography at work?
a. alleviate productivity concerns
b. discourage employees from looking up personal banking information
c. discourage employees from viewing pornography at work
*d. all of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Employee Surveillance
Question type: MC

20. What is a question you should take into consideration when attempting to include
motivational language in your e-mails?
a. Would I pass this information on in hard copy?
b. Would I repeat this in person?
c. Am I communicating professionalism to my colleagues?
*d. all of the above
Learning objective number: 8-1
 Business and Professional Communication 2e
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Cognitive domain: Knowledge

Answer location: Electronic Communication
Question type: MC

21. Sending authentic-looking but fraudulent e-mails in order to steal sensitive personal
information is known as
a. spam.
*b. phishing.
c. mimicking.
d. miming.
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Information Overload
Question type: MC

22. What is a reason why e-mail dialogues can lead to electronic aggression?
a. People are often times frustrated by the overload of e-mail they receive.
b. E-mail dialogues often have glitches which make them difficult to read.
*c. The lack of face-to-face cues can lead to misinterpretation and can be construed as
offensive.
d. E-mail dialogues can detract from other important work someone might be doing.
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Electronic Aggression
Question type: MC

23. Which of the following is an example of an e-mail flame?

*a. Jon sending an e-mail that is blunt, insensitive, and rude to another coworker
b. Susan sending an off-color joke to the entire company
c. Alice using Facebook to complain about a customer
d. Daniel using his company e-mail address for personal business
Learning objective number: 8-1
Cognitive domain: Comprehension
Answer location: Electronic Aggression
Question type: MC

24. Why is it important to understand the drawbacks of technology in the workplace?

a. to learn to avoid electronic communication whenever possible
*b. to understand that misinterpretation, employee surveillance, and information
overload can hinder your professional excellence
c. to make sure that no one has access to your personal information
d. to create a workplace culture that is not greatly influenced by electronic
communication
 Business and Professional Communication 2e
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Learning objective number: 8-3

Cognitive domain: Knowledge
Answer location: Drawbacks of Technology
Question type: MC

25. One way to avoid electronic aggression is to ask yourself if you would say the same thing to
someone in person.
*a. True
b. False
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Electronic Aggression, Box 8.5 Tools for Professional Excellence
Question type: TF

26. Communication through any type of technology is referred to as computer-mediated

communication.
*a. True
b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Communication and Technology: Tools for Professionals
Question type: TF

27. Searching social networking sites to view an employee’s personal activities is illegal once an
employee is hired.
a. True
*b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Maintaining Professional Excellence Online
Question type: TF

28. Using a network e-mail address is the only way to ensure its security.
a. True
*b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Maintaining Professional Excellence Online, Tools for Professional Excellence
8.1: Using Facebook at Work
Question type: TF
 Business and Professional Communication 2e
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Instructor Resource

29. Information overload occurs when information, requests for feedback, taking on new
projects, responding to questions, answering the phone, and completing required online classes
for work on top of taking care of loved ones, children, pets, and other family matters leaves us
feeling as though things are spinning out of control.
*a. True
b. False
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Information Overload
Question type: TF

30. Because of the distance a message has to travel, computer-mediated communication occurs
in asynchronous time.
a. True
*b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Time Management
Question type: TF

31. For the purposes of organization, all e-mail should be sent to one inbox and then filtered
into separate folders within that inbox.
a. True
*b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Time Management
Question type: TF

32. Spam is a term used to describe the practice of sending fraudulent e-mails in an attempt to
steal sensitive information from the user.
a. True
*b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Information Overload
Question type: TF

33. It’s important that you become a more reflective communicator if you want to achieve
professional excellence.
*a. True
b. False
Learning objective number: 8-1
 Business and Professional Communication 2e
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Instructor Resource

Cognitive domain: Knowledge

Answer location: KEYS to Excellence with Communication and Technology
Question type: TF

34. Sometimes it is okay to send a joke through company-wide e-mail as long as it is not
offensive.
a. True
*b. False
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Electronic Communication
Question type: TF

35. What are the advantages and disadvantages of technology in terms of time management?
*a. Answer varies

(Answers should include the following:

Since CMC occurs in both synchronous time (chat rooms/instant messaging) and asynchronous
time (e-mail), communication technology leads to more efficiency but increases the workload
for employees.)
Learning objective number: 8-3
Cognitive domain: Analysis
Answer location: Time Management
Question type: ESS

36. What kind of technological distractions lead to information overload?

*a. Answer varies
(Answers should include identification and definition of e-mail forwards, spam, and phishing.)
Learning objective number: 8-3
Cognitive domain: Analysis
Answer location: Information Overload
Question type: ESS

37. What is the purpose of workplace surveillance?

*a. Answer varies.
(Answers should include the following:
Workplace surveillance systems are efforts to track and monitor employee use of technology
for accessing personal information, such as banking or personal e-mail. Some workplaces block
employees from certain websites and have them waive privacy rights.)
Learning objective number: 8-3
Cognitive domain: Analysis
Answer location: Employee Surveillance
 Business and Professional Communication 2e
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Instructor Resource

Question type: ESS

38. ____________ is even more difficult to analyze because of the lack of cues in computer
mediated communication.
a. Verbal communication
b. Professionalism
c. Competence
*d. Nonverbal communication
Learning objective number: 8-2
Cognitive domain: Knowledge
Answer location: Introduction
Question type: MC

39. The way you communicate when using technology influences the impressions other people
have of you.
*a. True
b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Introduction
Question type: TF

40. Communication and technology help you establish contact and maintain professional
networks and relationships with coworkers, leaders, and clients.
*a. True
b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Introduction
Question type: TF

41. Communication and technology lead to a number of obstacles that can hinder professional
excellence.
*a. True
b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Introduction
Question type: TF

42. The _______ process will help you bridge professional excellence with communication and
technology and help you excel in the workplace.
a. interview
 Business and Professional Communication 2e
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*b. KEYS
c. evaluation
d. none of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Introduction
Question type: MC

43. Sara doesn’t enjoy interacting with people. Because her organization requires her to work in
team situations, she is the first to sign up for virtual teams so she can at least minimize her
face-to-face interactions with her colleagues. What does Sara’s approach reflect?
a. someone who isn’t able to excel in the workplace
b. an example of why computer- mediated communication is so important to the
workplace
*c. an example of a technology creating a barrier to effective communication
d. none of the above
Learning objective number: 8-3
Cognitive domain: Comprehension
Answer location: Communication and Technology: Tools for Professionals
Question type: MC

44. Employees have the right to expect privacy in the workplace.

a. True
*b. False
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Maintaining Professional Excellence Online
Question type: TF

45. Blogs are being used by executives to share information and

*a. launch new initiatives.
b. establish company policy.
c. justify internal decisions.
d. none of the above
Learning objective number: 8-1
Cognitive domain: Knowledge
Answer location: Electronic Communication
Question type: MC

46. People generally put the same level of professionalism into their electronic communication
as they do their face-to-face communication.
a. True
*b. False
 Business and Professional Communication 2e
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Learning objective number: 8-3

Cognitive domain: Knowledge
Answer location: Electronic Communication
Question type: MC

47. Companies are now asking employees to waive their privacy rights when it comes to using
work-related e-mail.
*a. True
b. False
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Employee Surveillance
Question type: TF

48. E-mail systems and other forms of communication technology make employees more
efficient while simultaneously
*a. increasing their workload.
b. slowing them down.
c. complicating their work.
d. none of the above
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Time Management
Question type: MC

49. The following contribute to information overload:

a. e-mail forwards.
b. spam.
c. phishing.
*d. all of the above
Learning objective number: 8-3
Cognitive domain: Knowledge
Answer location: Information Overload
Question type: MC

50. _________ are exchanges of messages about a particular topic using e-mail, professional
blog space, and other electronic tools to encourage participation that will ideally lead to new
ideas, strategic planning, and sound decision making.
a. Blogs
*b. E-mail dialogues
c. Listservs
d. none of the above
 Business and Professional Communication 2e
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Learning objective number: 8-3

Cognitive domain: Knowledge
Answer location: Electronic Aggression
Question type: MC