Chapter 1: Communication in a Global Workplace

Environment

1. Communication barriers and ______ may cause the communication process to break
down.

a. decoding

b. feedback

c. noise

d. channel direction

2. The process of communication includes all but which of the following:

a. coding.

b. transmitting.

c. decoding.

d. feedback.

3. To better compete and to reduce expenses, businesses have been flattening

management hierarchies. This means that frontline employees will be

a. making decisions and communicating more than ever before.

b. promoted very quickly and will be giving orders.

c. working with increased budgets but reduced staffs.

d. All of these choices are correct.

4. Every country has a unique culture, common heritage, joint experience, and shared
learning that

a. comes from an orderly system of government and laws.

b. shapes behavior and conditions reactions.

c. is regulated by a structured educational system.

d. results from Western values being spread throughout the world.

5. Despite attempts by employers to foster diversity, harmony and acceptance do not

follow automatically when people who are dissimilar work together.
a. True
b. False
6. In the communication process, feedback helps the receiver understand a message
encoded by the sender.
a. True
b. False
7. Most of us possess good listening skills since we listen at 25 percent efficiency.
a. True
b. False
8. Rachel is listening to an outsider who has been brought in to teach sales reps how to
improve their sales techniques. She can improve her comprehension by establishing an
open mind-set, listening for main points, taking selective notes, and
a. providing immediate feedback if she disagrees with the speaker or has an
important point to add.
b. judging ideas, not appearances.
c. filling in lag time by organizing in her mind the other tasks she must perform that day.
d. asking probing questions when as she hears something she doesn't understan
9. Today's workers communicate less than ever before because information technology and
the Internet have greatly reduced the need for communication skills.
a. True
b. False
10. To minimize oral miscommunication among cross-cultural audiences, businesspeople
should use simple English, check frequently for comprehension, and
a. speak louder if the listener does not seem to understand.
b. accept blame for any misunderstandings.
c. help a speaker finish sentences and fill out ideas if that person is searching for the best
words.
d. avoid smiling too much because this signals understanding and agreement.
11. As a new employee, you are listening to the manager explain a new procedure for
handling customer orders. You find it difficult to focus because you disagree totally with the
new plan. What type of barrier to effective listening are you experiencing?
a. Psychological barrier
b. Physical barrier
c. Language barrier
d. Cognitive barrier
12. When verbal and nonverbal messages conflict, receivers tend to put more faith in verbal
cues.
a. True
b. False
13. One cause of poor listening is that listeners can process thoughts more than three times
faster than speakers can say them.
a. True
b. False
14. Members of low-context cultures generally value independence and self-assertion
whereas members of high-context cultures may resist independence because it fosters
competition and confrontation instead of consensus.
a. True
b. False
15. Communication is defined as the transmission of information and meaning from one
individual or group to another.
a. True
b. False
16. Mr. Lee, who owns a mid-sized company, can capitalize on workforce diversity by
understanding the value of differences, not expecting conformity, creating zero tolerance for
bias, and
a. discouraging employee feedback, which can lead to disagreements and confrontations.
b. seeking common ground in shared experiences and mutual goals.
c. hiring people who are similar to himself.
d. establishing a standard company culture that everyone follows.
17. A survey conducted by the Malaysian government in 2005 revealed that ____________
were the main reasons for unemployment in Malaysia.
a. poor command of the English language and inadequate communication skills
b. poor command of the English language and poor dressing sense
c. lack of suitable infrastructure and poor general knowledge
18. Because people can transmit messages more rapidly, more often, and to greater numbers
of people than ever before, ______ skills are particularly important in today's workplace.
a. technology
b. management
c. writing
d. cell phone
19. When you realize that a person's nonverbal cues contradict what the person is saying, you
should
a. rely on the spoken words, which will be more nearly accurate.
b. politely seek additional information.
c. avoid probing more deeply because doing so may cause awkwardness or embarrassment.
d. tell the speaker frankly that she or he is sending you mixed signals.
20. Believing in the superiority of one's own culture is known as stereotyping.
a. True
b. False

Chapter 02: Planning Business Messages

1. The writing process has three parts:
a. planning, composing, and revising.
b. designing, formatting, and proofreading.
c. planning, formatting, and typesetting.
2. Which of the following represents inclusive and correct language?
a. Each homeowner must provide his own insurance.
b. Several firemen fought the blaze and received commendations.
c. Every student should receive their grades by January 1.
d. None of these choices are correct.
3. Many businesses today communicate with customers through live chat which means that
communication skills are not very important.
a. True
b. False
4. Business writing is
a. essentially the same as academic writing (essays and term papers).
b. harder than academic writing because business writing must be creative.
c. audience oriented, purposeful, persuasive, and economical.
d. purposeful, economical, and writer oriented.
5. Within many organizations, e-mail messages have replaced hard-copy memos because e-
mail is best for messages that require persuasion, permanence, or formality.
a. True
b. False
Correct: Within many organizations, hard-copy memos are still written, particularly for
messages that require persuasion, permanence, or formality.
6. Which of the following statements employ precise and vigorous language?
a. Our team has experienced a change in profits.
b. The meeting will take place as soon as possible
c. Sales for January indicated a 10 percent plunge in profits.
d. The team manager has decided to think about the problems.
7. Adapting a message to reflect audience benefits means that you must try to show receivers
how you're going to save them frustration or help them meet their goals.
a. True
b. False
8. In adapting your message to the audience, you should include words that are familiar and
meaningful to receivers such as "remuneration" and "obfuscate."
a. True
b. False
9. To sound conversational but professional, business writers should include
a. a formal and pretentious tone.
b. personalized expressions with IM abbreviations, sentence fragments, and slang.
c. a warm, conversational tone that avoids low-level diction.
d. legal terminology, long sentences, and third-person constructions.
10. Negative language sounds more forceful and conveys more information than positive
language.
a. True
b. False
11. Whether your goal is to inform, persuade, or promote goodwill, the most powerful words
you can use are "I" and "we."
a. True
b. False
12. The job titles "letter carrier," "police officer," and "worker" represent inclusive language
because they include rather than exclude people.
a. True
b. False
13. The first phase of the writing process involves
a. asking the right questions to profile the writer.
b. shaping the message for the primary audience.
c. analyzing the audience to determine your purpose for writing.
d. analyzing the purpose, anticipating how the audience will react, and adapting the message
to the audience.
14. Which of the following best illustrates the "you" view recommended for business writers?
a. You may not return items without a cash register receipt.
b. We have selected you to join the management trainee class.
c. You have been selected to join the management trainee class.
d. We have shipped your order, and it will arrive within five days.

15. In business writing, length is more important than brevity. Longer messages are better
received than shorter ones.
a. True
b. False
16. The writing process involves three phases
a. that are roughly equal in the time devoted to each.
b. with the most time being spent on the last phase.
c. with the most time being spent on the first phase.
d. with the most time being spent on the middle phase.
17. Although most instant messages, e-mail messages, business letters, memos, and reports
replace conversation, they should not sound conversational. They should be formal and
professional.
a. True
b. False
Correct: Most instant messages, e-mail messages, business letters, memos, and reports
should convey an informal, conversational tone instead of a formal, pretentious tone
18. Weak verbs and abstract nouns give receivers more information and keep them interested.
a. True
b. False
Correct: Strong verbs and concrete nouns give receivers more information and keep them
interested
19. Using plain English means that you should
a. shun pompous and pretentious language.
b. consistently use jargon to impress your readers.
c. use unfamiliar words.
d. never use big words.
20. Which of the following illustrates the most positive business writing?
a. Employees may not park in Lot A until construction is completed April 1.
b. Your order will be sent as soon as we receive your shoe size.
c. We are sorry that we must reject your application for credit at this time.
d. None of these choices represents good business writing.

Chapter 03: Composing Business Messages

1. Which of the following represents a sentence fragment?
a. Career advisors suggest that you dress for the job you want, not the one you have.
b. When you have a job interview, what does your appearance say about you?
c. Although we have seen a gradual loosening of the rules surrounding how we dress for
work.
d. Business casual attire may sabotage your professional image.
2. The indirect strategy of message development works best when you
a. have a lot of information to deliver quickly.
b. are sending a short e-mail to a coworker.
c. are delivering good news that will be eagerly received.
d. must deliver bad news.
3. No smart businessperson would begin writing a message before
a. conducting an Internet search.
b. deciding how to format the message.
c. researching to collect needed information.
d. checking with the receiver to ensure that the message will be well-received.
4. Which of the following sentences illustrates passive voice?
a. The hiring manager gave each candidate a writing test.
b. Employers are usually looking for candidates with good communication skills.
c. A communication skills test was given to every applicant for the job opening.
d. College graduates with excellent writing skills earn more than three times those with the
worst writing skills.
5. Which of the following illustrates a comma splice?
a. Some employers offer full benefit packages, others do not.
b. Some employers offer full benefit packages; others do not.
c. Some employers offer full benefit packages, but others do not.
d. Some employers offer full benefit packages; however, others do not.
6. An example of a compound-complex sentence is Starbucks utilizes social media to enhance
sales.
a. True
b. False
7. A message is said to be frontloaded when the details, explanations, and background
precede the opening.
a. True
b. False
8. You can emphasize ideas stylistically by using
a. underlining.
b. tabulation.
c. vivid words.
d. italics.
9. When you expect the receiver of your message to be pleased, mildly interested, or neutral,
you should place the main idea
a. at the beginning of the message.
b. in the body where it can be supported with explanations and background.
c. in the closing where you can build up to it with sufficient explanation.
d. anywhere it seems to fit into your writing most logically and gracefully.
10. Many communication experts regard poor organization as the greatest failing of business
writers.
a. True
b. False
11. The following sentence illustrates a dangling modifier: To be sure to get a ticket, send
your check immediately.
a. True
b. False
12. Which of the following represents a compound sentence type?
a. Good writing skills are essential in today's business world.
b. Although the meeting began later than expected, it was productive.
c. Isaac's presentation was outstanding; it was obvious he was prepared.
d. Since the manager reviewed the report, we revised our initial plan, and we made many
improvements to it.
13. Emphasis in writing can be achieved primarily in two ways: mechanically and directly.
a. True
b. False
14. Which of the following is considered a formal research method?
a. Looking in the files
b. Talking to your boss
c. Brainstorming
d. Accessing data electronically
15. Business, technical, and professional people are exchanging fewer messages than ever
before.
a. True
b. False
16. The following sentence illustrates parallelism: My boss is quick-witted, well-organized,
and she is intelligent.
a. True
b. False
17. In passive-voice sentences, the doer of the action may be revealed or may be left
unknown.
a. True
b. False
18. Typical business messages that could be developed indirectly include messages that
refuse requests, reject claims, and deny credit.
a. True
b. False
19. Before starting a message, business writers should organize their ideas using a
a. system of internal patterning.
b. scratch list or an outline.
c. comprehensive matrix.
d. table of contents or an index.
20. Fragments often begin with words such as although, if, and which.
a. True
b. False
21. To avoid frustration and inaccurate messages, business writers should begin by asking
themselves questions such as What does the receiver need to know and What is the receiver
to do?
a. False
b. True
22. A message that is frontloaded saves the reader's time, sets a proper frame of mind, and
prevents frustration.
a. False
b. True
23. Which of the following represents a sentence fragment?
a. Although it is a complex process with the goal of making a target group think that a
product is the best of its kind and the one the group should choose.
b. People relate to others who are like them, and your appearance is an important first step.
c. In the field of marketing, a crucial activity is "positioning."
d. To be successful, you need to present yourself as a professional.
24. Most business writing should be in the active voice, as illustrated here: The check was
sent yesterday.
a. True
b. False
25. The following sentence illustrates a comma splice: Greg works the night shift, Gina
works the day shift.
a. True
b. False
26. In making an outline, define the main topic in the title and divide the topic into _____
main points.
a. two to four
b. four to six
c. five to eight
d. three to five
27. The following sentence illustrates a dangling modifier: Driving to work today, a terrible
accident tied up traffic.
a. True
b. False
28. You can emphasize ideas mechanically by
a. labeling the main idea.
b. using vivid words.
c. placing the important idea first or last in the sentence.
d. italicizing important words.
29. Parallelism is a skillful writing technique that involves balanced writing as illustrated
here: My new job is certainly exciting and a challenge.
a. True
b. False
30. Which of the following sentences avoids a dangling or misplaced modifier?
a. To be reimbursed for your book costs and tuition, you must fill out the enclosed form.
b. When collecting information for a new phone system, the Web proved to be my best
resource.
c. Despite being paralyzed from the chest down, doctors hoped that Kevin would walk again.
d. Angered by the slowness of the computer program, complaints were called in by hundreds
of unhappy users.
31. Our team worked well together; we were pleased with the presentation. This sentence
illustrates which of the following sentence types?
a. complex sentence.
b. simple sentence.
c. compound sentence.
d. compound-complex sentence.
32. Which of the following illustrates a comma-splice sentence?
a. Three candidates applied for the job; only one could be hired.
b. Three candidates applied for the job, only one could be hired.
c. Three candidates applied for the job, but only one could be hired.
d. Three candidates applied for the job; however, only one could be hired.
33. For sensitive messages many business writers use the indirect strategy because it respects
the feelings of the audience, encourages a fair hearing, and minimizes a negative reaction.
a. True
b. False
34. Paragraphs with eight or fewer printed lines look inviting and readable.
a. False
b. True
35. Organized messages proceed free-form, jumping from one thought to another, because
this technique saves the writer's time.
a. False
b. True
36. Although mechanical techniques are occasionally appropriate to emphasize ideas in
written messages, more often a writer achieves emphasis stylistically.
a. True
b. False
37. Good sources of primary information are interviews, surveys, questionnaires, and
a. focus groups.
b. brainstorming.
c. the Internet.
d. company files.
38. Which of the following sentences illustrates active voice?
a. A recruiter from Hewlett-Packard interviewed students on campus.
b. Some of the best job candidates were recommended by their instructors
c. Students on campus were interviewed by a recruiter from Hewlett-Packard.
d. Few of today's candidates are being flown to company headquarters for interviews.
39. Good business writers conduct research
a. exclusively on the Internet to have the latest data.
b. after they finish a message so that they can verify what they have written.
c. before beginning to write so that the information can shape the message.
d. after starting a message so they have a better idea of where they are going.
40. If you are writing a message to a superior and the message carries bad news or contains
ideas that will require persuasion, the recommended organizational plan is the _____ strategy.
a. indirect
b. parallel
c. inclusive
d. direct