1. Physical barriers to listening include only environmentally produced noises.

A.True
B. False

2. 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

3. Psychological barriers to listening include hearing disabilities, poor acoustics,

and noisy surroundings.
A.True
B. False

4. 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

5. The final task in the third phase of the writing process is evaluating your
message to decide whether it accomplishes your goal.
A.True
B. False

6. Monica is writing her first safety-inspection report. To sound businesslike and

professional, Monica should include expressions such as the affected party, the
undersigned, and the writer.
A.True
B. False

7. Jargon should never be used in business writing.

A.True
B. False

8. The following sentence represents an audience focus: Our product guarantee

becomes effective after we receive full payment.
A.True
B. False

9. Groups should avoid conflict.

A.True
B. False

10. Because today's technologies provide many alternate communication channels,

face-to-face communication is no longer important in business and professional
transactions.
A.True
B. False

11. You should identify the extension when transferring a call.

A.True
B. False

12. If another person has criticized you unfairly, you should disagree respectfully
and constructively.
A.True
B. False

13. LinkedIn is the No. 1 social media site to use when looking for a job.
A.True
B. False

14. An important step in the job-search process is building a brand for yourself.
A.True
B. False

15. Although a résumé must be perfect, a few errors or typos in a cover message
are acceptable.
A.True
B. False

16. A résumé should never exceed one page.

A.True
B. False
17. When completing a job application form, always leave any items blank that do
not apply.
A.True
B. False

18. To avoid coming across as tentative in an interview, always answer a question

even if you don't understand it.
A.True
B. False

19. Most employers contact job applicants by e-mail to set up interviews.

A.True
B. False

20. An appropriate statement to include in a thank-you message is Thank you for

taking the time to interview me.
A.True
B. False

21. North Americans value straightforwardness and are suspicious of evasiveness.

These traits identify the cultural dimension of
Select one:
1. individualism.
2. power distance.
3. communication style.
4. time orientation.

22. On the job you are more likely to be taken seriously and to be promoted if you
Select one:
1. look and sound professional.
2. frame your degree or certificate and hang it on your office or cubicle wall.
3. appear to be busy even when you're not really doing anything.
4. attend office parties.

23. Many of us are poor listeners because

Select one:
1. the brain can process information at least three times as fast as people talk.
2. we tend to "tune out" speakers whose ideas run counter to our own.
3. we would rather talk than listen.
4. All answer choices are correct.

24. The manager noticed that Stephen slammed his desk drawer right after he said
that he was happy to work late. The manager should
Select one:
1. tell Stephen that he should behave more professionally.
2. respond to the verbal message only and thank him for working late.
3. 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?
4. fire Stephen for insubordination.

25. Which of the following statements about nonverbal communication is most

accurate?
Select one:
1. Nonverbal communication comprises very little of a message that is sent or
received.
2. When verbal and nonverbal messages contradict, receivers believe that the
verbal message is more accurate.
3. Meanings of nonverbal behaviors are often influenced by the communication
context and by one's culture.
4. Nonverbal communication applies to only intended messages.

26. Which of the following statements is most accurate?

Select one:
1. Very few management problems are related to listening.
2. The average person remembers nearly three quarters of what he or she hears
following a 10-minute presentation.
3. We misinterpret, misunderstand, or change very little of what we hear.
4. Most people are not very good listeners.

27. Which of the following is a benefit of a diverse work environment?

Select one:
1. Being better ability to create the products desired by consumers
2. Experiencing fewer discrimination lawsuits, fewer union clashes, and less
government regulatory action
3. Improving employee relationships and increasing productivity
4. All are benefits of a diverse work environment.

28. Which of the following countries represents a high-context culture?

Select one:
1. United States
2. Germany
3. Norway
4. Japan

29. Which of the following is not a dimension of culture? Select one:

1. Power distance
2. Individualism
3. Tolerance
4. Time orientation

30. Which of the following statements is most accurate?

Select one:
1. Ethics is a priority for many businesses.
2. Because of economic concerns, American companies are relying on local
markets.
3. Most companies discourage workers from working in teams because they fear a
loss of productivity.
4. Today's businesses are expanding their hierarchies to meet the demands of their
workers and their competition.

31. 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?
Select one:
1. Keeping an open mind
2. Establishing a receptive mind-set
3. Capitalizing on lag time
4. Controlling her surroundings
32. Which of the following statements about nonverbal communication is most
accurate?
Select one:
1. The meaning of some gestures can vary among cultures.
2. The way an e-mail, letter, memo, or report looks can have either a positive or a
negative effect on a receiver.
3. The manner in which we structure and use time can reveal our personalities and
attitudes.
4. All statements are accurate.

33. Travis must determine the appropriate channel for an important business
message. In this context channel refers to the
Select one:
1. individuals who will receive the message.
2. degree of formality required.
3. medium through which the message is sent.
4. tone and approach needed to accomplish his purpose.

34. One of the best ways to develop audience benefits is to use the "you" view,
which
Select one:
1. means that all messages are written in the active voice.
2. dictates that all sentences be written as commands.
3. emphasizes second-person pronouns instead of first-person pronouns.
4. uses slang and abbreviations to personalize the message.

35. When preparing a business message, you should make your writing audience
oriented. Audience oriented means you should
Select one:
1. write to solve a problem or convey information.
2. attempt to get your audience to believe and accept your message.
3. present ideas clearly but concisely.
4. concentrate on looking at the problem from the receiver's perspective.

36. Business messages should use positive language rather than negative language.
Positive language
Select one:
1. has no effect on the tone of a message.
2. conveys less information than negative language.
3. grants the reader all requests or demands.
4. tells what is and what can be done.

37. Marketing Director Schultz must inform the board of directors that customers
are not responding positively to the company's new advertising campaign. Which
of the following sentences would be the most appropriate wording for the
marketing director to use in her message to the board of directors?
Select one:
1. Our customers are ripping on our new ads, even though we know these ads rock!
2. Our customers are badmouthing this awesome new marketing campaign; they
are obviously just out of it.
3. We have received reports from customers about our new ads
4. It has come to my attention that our customers have denigrated the strategic
implementation of our new ad campaign.

38. Which of the following is not an element of the communication process?

Select one:
1. Forming an idea
2. Selecting a communication channel
3. Displaying empathy
4. Providing feedback

39. Human Resources Manager Claire Siu must inform Anthony that company job
changes will require him to seek retraining or lose his position. The best channel
for Ms. Siu to deliver this message is
Select one:
1. an e-mail message.
2. a face-to-face conversation.
3. a voice mail message.
4. an instant message.

40. Which of the following demonstrates effective business writing?

Select one:
1. All executives and their wives will attend the Reno conference.
2. A salesman must meet monthly sales quotas.
3. The female attorney graduated from Yale.
4. The office personnel will assist you with your forms.

41. Communication is defined as "the transmission of information and meaning

from one individual or group to another." The crucial element of this definition is
Select one:
1. transmission.
2. information.
3. meaning.
4. individual.

42. Which of the following is most acceptable for business writing?

Select one:
1. Every physician must carry his own malpractice insurance.
2. Every physician must carry their own malpractice insurance.
3. All physicians must carry their own malpractice insurance.
4. Every physician must carry his or her own malpractice insurance.

43. Which of the following demonstrates effective business writing?

Select one:
1. An Asian CEO was the keynote speaker.
2.An African-American man was the next customer.
3. A record number of Japanese investors are purchasing real estate in the United
States.
4. Mr. Hernandez, a Mexican, is my boss.

44. Business writers who use words such as interrogate, remuneration, and
terminate are using language many readers would consider
Select one:
1. lang.
2. conversational.
3. jargon.
4. unfamiliar.

45. 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
Select one:
1. a refreshment list.
2. an explanation of the leader's position on each of the agenda topics.
3. any premeeting preparation expected of participants.
4. All answer choices should be included on a meeting agenda.

46. When the purpose of your meeting is to solve an intense problem, what is the
recommended number of meeting participants?
Select one:
1. Five or fewer
2. Ten or fewer
3. Thirty or fewer
4. An unlimited number of participants

47. To use your voice effectively,

Select one:
1. speak in a relaxed, controlled, well-pitched voice at about 125 words per minute.
2. overemphasize all words to guarantee audience understanding.
3. avoid listening to educated individuals to retain your speaking uniqueness.
4. keep the same volume and rate while speaking.

48. Which of the following is the best advice to follow when dealing with conflict
in a team?
Select one:
1. Look for areas of mutual agreement.
2. To promote individuality, focus on the person rather than the task.
3. Do not allow team members to speak their minds because too many ideas could
prevent the group from reaching its goal.
4. Avoid conflict completely and let the chips fall where they may.

50. Which of the following would have a negative impact on a group?

Select one:
1. Encouraging members to participate
2. Setting rules and abiding by them
3. Analyzing tasks and defining problems
4. Failing to stay on task
51. Which of the following statements about workplace criticism is most accurate?
Select one:
1. When receiving criticism, individuals should focus on their feelings rather than
on the content of the criticism.
2. Most individuals like to give and receive criticism.
3. Giving and receiving criticism is a normal occurrence in the business world.
4. In today's workplace, only managers must give criticism.

52. The best definition of uptalk is

Select one:
1. a flat or monotonous delivery
2. a rising inflection at the end of a sentence that makes statements sound like
questions.
3. self-gratifying comments to make you appear better than others.
4. an unnaturally quick speaking pattern.

53. Which of the following statements about professionalism in the workplace is

most accurate?
Select one:
1. Unprofessional behavior affects only the individual who displays it.
2. More organizations are establishing procedures or policies to encourage
professionalism.
3. Employees need to exhibit professional behavior only when working at their
desks.
4. You exhibit professional behavior only through nonverbal actions such as
dressing appropriately or maintaining eye contact with others.

54. Companies use virtual meetings to

Select one:
1. save travel costs.
2. reduce employee fatigue.
3. connect dispersed participants.
4. All answer choices provide reasons companies use virtual meetings.

55. 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?
Select one:
1. Use language that focuses on improvement instead of problems.
2. To show more compassion, be as vague as possible.
3. Ask the team members for feedback.
4. Discuss the behavior, not the person.

56. Which of the following statements about the end of a meeting is most accurate?
Select one:
1. A meeting should end only when participants have discussed all agenda items.
2. The leader should provide a summary of accomplishments and a review of
action items.
3. The leader should remind participants that they are responsible for taking their
own minutes.
4. Participants should pass their assigned tasks on to someone who did not attend.

57. The biggest error most applicants make when writing a cover message is
Select one:
1. misspelling the receiver's name or the company's name.
2. forgetting to enclose their résumé.
3. making the letter too generic.
4. not asking for the interview.

58. You are just graduating from college and have little employment experience,
yet you want to put together a persuasive résumé. What would be the best résumé
style to use?
Select one:
1. Chronological résumé
2. Video résumé
3. Functional résumé
4. Infographic résumé

59. A large part of your job-search strategy should be deciding what makes you
special and desirable in the job market. This introspective process is called
Select one:
1. networking.
2. personal branding.
3. desired workplace behavior.
4. cognitive reflection.

60. Some of today's employers often use applicant tracking software to sort and
evaluate résumés. Which of these steps will maximize the "hits" your résumé
receives from this kind of software?
Select one:
1. Describe your experience, education, and qualifications in general terms.
2. Avoid abbreviations and acronyms, especially those related to the job title.
3. Include a keyword summary that highlights your qualifications and experiences.
4. Focus on nouns that describe your skills and qualifications.

61. Employers today will probably ask you to submit your résumé in any of
following formats except as a
Select one:
1. PDF document.
2. professionally typeset document.
3. Word document.
4. plain-text document.

62. Video résumés

Select one:
1. present a job candidate's experiences, qualifications, and interests in video form.
2. are appropriate for all professional fields.
3. should be at least 15 minutes in length to showcase a candidate's background
and skills.
4. are appropriate only for individuals who are applying for management-related
positions.

63. Because job competition is stiff, you must have a customized résumé. Having a
customized résumé means that you
Select one:
1. prepare a special résumé for every position you want.
2. add pictures, color, and other graphics on the résumé.
3. hire a professional résumé preparation company to review and refine your basic
résumé and then "dress it up."
4. include your personal information such as height, weight, and ethnicity.

64. How can an individual find career data?

Select one:
1. Using a library
2. Searching the Web
3. conducting an interview with someone in a particular field
4. All answer choices are sources for finding career data.

65. When creating a plain-text résumé,

Select one:
1. use white space or a line of hyphens or equal signs to separate sections.
2. add page breaks, sections breaks, tabs, and tables to emphasize important
information.
3. use bullets to enhance the readability of your résumé.
4. add lots of images, designs, and colors for visual impact.

66. What kind of résumé uses colorful charts, graphics, and time lines to illustrate a
candidate's work history and experience?
Select one:
1. Chronological résumé
2. Video résume
3. Infographic résumé
4. Plain-text résumé

67. A job opening has been announced. Which of these answer choices will be the
best opening sentence for the cover message?
Select one:
1. You seek a master Web engineer, and I need a job; we are perfect for each other!
2. Dr. Matthew Skalski, IT director at Northwestern University, told me that you
have an opening for a Web engineer with experience in networking, data
management, and innovations.
3. Please consider this letter my application for your opening in the IT Department.
4. Do you need a Web engineer with over three years of experience?

68. The purpose of a cover message is to

Select one:
1. showcase an applicant's command of the English language.
2. secure a job interview.
3. introduce the résumé.
4. repeat the information presented on the résumé.

69. A job interview provides an opportunity for you to do all of the following
except
Select one
1. expand on the information in your résumé.
2. convince the employer of your potential.
3. meet with all the company's employees.
4. learn more about the job and the company.

70. The purposes of sending an application or résumé follow-up message to an

employer include jogging the memory of the hiring manager, showing your serious
interest in the position, and
Select one:
1. emphasizing your qualifications or adding new information.
2. sending a personal note to the receptionist, who often helps make the final
decision.
3. sharing your photograph to match your qualifications to your face.
4. setting a deadline for the employer to offer you the position.

71. If an interviewer says why do you want to work for us? You should
Select one:
1. briefly summarize problems at your current job that require you to change
employers.
2. show what you know about the interviewer's company and how your goals
match the company and its culture.
3. explain that as a recent graduate you want to work for any company needing a
person with your skills and background.
4. tell the truth about your reasons for seeking this job; for example, you are
unemployed, you need more pay or better benefits, or you just graduated.

72. Which of the following is an example of a behavioral interview question?

Select one:
1. Who in your life has most inspired you and why?
2. An irate customer is demanding her money back. How would you handle the
situation?
3. Tell me about a time when you solved a difficult problem.
4. What is your greatest strength?

73. When interviewing for high-pressure positions, companies may use stress
interview techniques, which include being
Select one:
1. greeted immediately by the interviewer.
2. asked rapid-fire questions by members of a team.
3. given a test with no time limit.
4. offered challenging food, beverages, or tobacco products.

74. How should you close an interview?

Select one:
1. Briefly review your strengths, thank the interviewer, and ask what action will
follow.
2. Be confident and say, This job sounds great! When do I start work?
3. Ask about salary and benefits.
4. Invite the interviewer to lunch.

75. When an interviewer asks you a challenging question about a weakness, what
is the best way to respond?
Select one:
1. To prove you have only strengths, reply that you have no weaknesses at all.
2. To be completely honest with the interviewer, talk about the employment
weakness that concerns you most.
3. Mention a previous weakness and the way you have corrected it.
4. Demonstrate your honesty by bringing up every weakness you can identify.

76. Which of these is the most effective response to the question, What do you
think is your greatest weakness?
Select one:
1. Some people complain that I'm a workaholic with nearly too much passion for
this field.
2. To tell the truth, I become frustrated with lazy coworkers who don't pull their
own weight.
3. My typing speed isn't as fast as I would like, but this position doesn't require me
to use the computer.
4. I've worked hard to eliminate every weakness, and I am confident you will find
me the perfect employee for this position.

77. When the interviewer asks you questions about the future, you should provide
answers that
Select one:
1. show ambition and interest in succeeding with the company.
2. are vague because no one can predict the future.
3. indicate that you want the interviewer's job.
4. focus on your needs.

78. Rebecca has an interview with a large company in a nearby city. What
information should she learn about the company before her interview?
Select one:
1. The company's mission and goals
2. The company's customers and competitors
3. The management structure and names of leaders
4. Rebecca should find out all this information about the prospective employer.

79. What should you do immediately after leaving an interview?

Select one:
1. Take notes about the interview.
2. Celebrate.
3. Call the interviewer to thank him or her.
4. Send the interviewer(s) flowers.

80. After writing a follow-up letter to thank your interviewer, your next step should
be
Select one:
1. alerting your references that they may be contacted by the employer.
2. sending a small gift to the receptionist to show your sincere appreciation.
3. calling the organization's human resources department to learn more about your
competitors for the open position.
4. waiting at least one month for a call of acceptance or rejection.