Which of the following is NOT a key for successful telephone conversations?

Which of the following is NOT a key for successful telephone conversations?

a. Be businesslike.
b. Make detailed notes of everything that is said.
c. Use courteous words.
d. Visualize your receiver.

Answer: B

Which of the following are signs that a conflict exists?

Which of the following are signs that a conflict exists? 

a. Decline in productivity, emotional outbursts, absenteeism, and lowered morale
b. Decline in productivity, emotional outbursts, raised voices, and absenteeism
c. Decline in productivity, emotional outbursts, raised voices, and lowered morale
d. Lowered morale, absenteeism, accidents, and raised voices

Answer: A

The greeting to a conversation

The greeting to a conversation

a. may be direct or indirect.
b. must be verbal.
c. provides information about the relationship between the participants.
d. should be positive and upbeat.

Answer: C

GDSS is an initialism for

GDSS is an initialism for 

a. group decision support system.
b. guided discussion software system.
c. group development software solution.
d. guided discussion speaker system

Answer: A

The purpose of a group will determine all BUT which of the following?

The purpose of a group will determine all BUT which of the following?

a. How often the group meets
b. How the group's work is accomplished
c. Whether records are maintained
d. Who should attend meetings

Answer: C

Limited eye contact may signal

Limited eye contact may signal

a. control.
b. dishonesty.
c. intimidation.
d. playfulness.

Answer: B

Paraphrasing

Paraphrasing

a. helps a listener clarify and retain what he/she has heard.
b. is a form of interruption.
c. promotes closure in a conversation.
d. softens the impact of criticism.

Answer: A

Which of the following best describes the responsibilities of an effective small-group leader?

Which of the following best describes the responsibilities of an effective small-group leader?

a. Keep the meeting on schedule, encourage creativity through side conversations, resolve group conflict, and summarize what has been accomplished in the meeting.
b. Keep the meeting on schedule, facilitate group discussion, resolve group conflict, and summarize what has been accomplished in the meeting.
c. Plan the agenda, keep the meeting on schedule, encourage the collective group to determine the purpose of the group, and facilitate group discussion.
d. Plan the agenda, keep the meeting on schedule, encourage creativity through side conversations, and resolve group conflict.

Answer: B

Which of the following have resulted in the increased emphasis on good interpersonal skills?

Which of the following have resulted in the increased emphasis on good interpersonal skills?

a. Cultural diversity, gender equity, technology, and organizational restructuring
b. Cultural diversity, population growth, technology, and organizational restructuring
c. Cultural diversity, globalization, technology, and worker specialization
d. Cultural diversity, globalization, population growth, and technology

Answer: C

Which of the following statements is NOT true?

Which of the following statements is NOT true?

a. Bar and line graphs are the most frequently used graphs in business organizations.
b. A line graph shows a line or lines on an equally divided grid.
c. Consistent bar and image size is a principle for creating and interpreting pictographs and bar graphs.
d. For trend data, leaving out some time periods has no effect on data conclusions from a graph.

Answer: D

Which of the following statements is NOT true of simple bar graphs?

Which of the following statements is NOT true of simple bar graphs?

a. The length of a horizontal bar indicates quantity; the height indicates quantity for a vertical bar.
b. The width of bars may differ throughout the graph.
c. If the width of the bars becomes too narrow, the data should be divided into categories and presented in more than one graph.
d. If you need to depict large amounts in the graph, you may use a broken-bar graph.

Answer: B

Which of the following statements is NOT true of organization charts?

Which of the following statements is NOT true of organization charts?

a. Most organizations place senior positions at the top of the chart.
b. Solid connecting lines show supervisory and direct reporting relationships.
c. An organization chart can depict only an entire organization.
d. Broken or dotted lines depict advisory and collaborative relationships

Answer: C

To use words to show categories of information about ten different items, the best visual aid would be a/an

To use words to show categories of information about ten different items, the best visual aid would be a/an

a. pictograph.
b. word table.
c. line graph.
d. flowchart.

Answer: B

Which of the following statements is NOT correct?

Which of the following statements is NOT correct?

a. Each visual aid should have a purpose.
b. A graph shows relationships between different items or shows trends.
c. A table displays categories of data in an orderly display of columns and rows.
d. Using the chart function of Word makes construction of tables easy.

Answer: D

The most appropriate labeling of the fourth figure in Chapter 3 of a written report is

The most appropriate labeling of the fourth figure in Chapter 3 of a written report is

a. Figure 4 or Figure 3.4.
b. Illustration Four.
c. Table IV.
d. figure 4.3.

Answer: A

In a formal business report, a colorful visual aid should

In a formal business report, a colorful visual aid should

a. not be used.
b. be placed at the start of the report to gain the reader's attention.
c. be placed following the reference to the visual aid.
d. be placed in the appendix with the rest of the illustrations

Answer: C

A positive-negative bar graph

A positive-negative bar graph

a. shows plus or minus deviations from a fixed reference point.
b. shows changes over time.
c. shows changes in more than one value at a time.
d. shows comparisons of one part of a variable to other parts

Answer: A

The best graphic aid to illustrate changes over time is the

The best graphic aid to illustrate changes over time is the 

a. line graph.
b. pie chart.
c. multiple bar graph.
d. pictograph.

Answer: A

Which of the following statements about resource notes is correct?

Which of the following statements about resource notes is correct?

a. The word Source or Note is followed by a semicolon.
b. The resource note is placed above the illustration.
c. The word Source or Note is followed by a colon.
d. The word Source or Note should be in all uppercase letters.

Answer: C

Which of the following shows that a news release is continued on a second page?

Which of the following shows that a news release is continued on a second page? 

a. more
b. over
c. -30-
d. ***

Answer: C

Which of the following items should be excluded from a news release?

Which of the following items should be excluded from a news release? 

a. Conclusion
b. Contact information
c. Details
d. Summary

Answer: A

In which section of a business plan should the writer describe the pricing strategy for the proposed business?

In which section of a business plan should the writer describe the pricing strategy for the proposed business?

a. Executive Summary
b. Financial Information
c. Growth and Development Potential and Plans
d. Product/Service/Market Identification

Answer: D

Which of the following is NOT true of business plans?

Which of the following is NOT true of business plans?

a. The plan is a short, simple document.
b. The plan should be crafter to attract attention, gain interest, build desire, and request specific action.
c. They may be used to gain support for starting or expanding a business.
b. They should reflect the principles of business communication

Answer: A

The best approach for writing a long, complex proposal is

The best approach for writing a long, complex proposal is

a. a team of writers.
b. a team of writers with an individual writer providing coherence.
c. a team of writers with a team of readers giving feedback.
d. an individual writer with a team of readers giving feedback

Answer: B

The most important proposal element in the following list is the

The most important proposal element in the following list is the

a. description of the proposed solution.
b. evaluation plan.
c. problem or need.
d. proposal summary

Answer: A

When preparing the cover for an unsolicited proposal to a foundation, a writer should consider

When preparing the cover for an unsolicited proposal to a foundation, a writer should consider

a. culture and image of the foundation.
b. culture and image of the submitter's organization.
c. time and cost.
d. what is being requested (e.g. money or goods).

Answer: A

A proposal written in response to an RFP issued by a government agency is best described as what type of proposal?

A proposal written in response to an RFP issued by a government agency is best described as what type of proposal? 

a. Federal
b. Informal
c. Internal
d. Solicited

Answer: D

From a writer's viewpoint, proposals are

From a writer's viewpoint, proposals are 

a. certainties.
b. opportunities.
c. requirements.
d. responsibilities.

Answer: B

Which of the following statements about the cover of a report is NOT true?

Which of the following statements about the cover of a report is NOT true?

a. It contains the completion date.
b. It may contain the corporate logo.
c. It names the writer(s).
d. It protects the contents.

Answer: A

Which of the following headings is NOT grammatically parallel to the others?

Which of the following headings is NOT grammatically parallel to the others?

a. Buying Power has Increased
b. Reaching for the Stars
c. Remodeling with Style
d. Gaining Speed through Design

Answer: A

Which two parts may be combined in some reports?

Which two parts may be combined in some reports?

a. Bibliography and glossary
b. Conclusions and recommendations
c. Letter of authorization and letter of transmittal
d. Procedures and findings

Answer: B

When a contemporary-style footnote is used, where will readers find complete citation information for the source?

When a contemporary-style footnote is used, where will readers find complete citation information for the source?

a. At the bottom of the page on which the quote appears
b. In the appendix
c. In the bibliography
d. In the glossary

Answer: C

Which of the following statements about business studies is LEAST true?

Which of the following statements about business studies is LEAST true?

a. They are a common business activity.
b. They are conducted to provide solutions.
c. They are limited in scope.
d. Their results are reported most frequently in formal reports

Answer: A

Which of the following normally is NOT included in the introduction of a formal report?

Which of the following normally is NOT included in the introduction of a formal report?

a. Procedures
b. Related literature
c. Scope
d. Statement of the problem

Answer: A

The best way to survey individuals to assure that their responses will be in the greatest depth is by

The best way to survey individuals to assure that their responses will be in the greatest depth is by

a. e-mail questionnaire.
b. face-to-face interview.
c. mail survey.
d. telephone survey.

Answer: B

The time schedule for a research study should include all but which one of the following elements?

The time schedule for a research study should include all but which one of the following elements? 

a. Boundaries
b. Major tasks
c. Project deadline
d. Task completion data

Answer: A

The final step in conducting research is

The final step in conducting research is

a. analyzing the data.
b. determining solutions.
c. gathering information.
d. writing the report.

Answer: D

The informal report used to communicate with individuals outside an organization is a

The informal report used to communicate with individuals outside an organization is a

a. letter.
b. memo.
c. periodic.
d. structural.

Answer: A

Which of the following is a guide to be used when constructing the desire section of persuasive message?

Which of the following is a guide to be used when constructing the desire section of persuasive message? 

a. Be honest and mention any negatives so the receiver can make an informed decision.
b. Convince the receiver to continue reading the message.
c. Present the benefits to the receiver.
d. Provide proof of benefits.

Answer: D

Which of the following methods of getting the receiver to take action would NOT be taken seriously by a receiver of a persuasive message?

Which of the following methods of getting the receiver to take action would NOT be taken seriously by a receiver of a persuasive message?

a. A coupon for a free lunch at Lyla Rae's for completing a customer survey
b. An offer for one month's free cleaning if you sign a one-year contract with the office cleaning service
c. A testimonial claiming you could earn in excess of $50,000 a month with no investment
d. Entry into a drawing for a five-night trip to Las Vegas with all expenses paid

Answer: C

Which of the following is a guide to be used in constructing the action section of persuasive messages?

Which of the following is a guide to be used in constructing the action section of persuasive messages?

a. Avoid giving deadlines; it puts undue pressure on the receiver of the message.
b. Be optimistic that the receiver has read the entire message.
c. Be positive and make taking action easy.
d. Present all the benefits again for the receiver.

Answer: C

Which of the following would require a persuasive message?

Which of the following would require a persuasive message?

a. A letter accepting an invitation to speak at a local high school career day
b. A proposal asking management to launch a wellness program and exercise facility at your place of work
c. A request for an adjustment to a claim filed for an unauthorized substitution of a product on a recent online order
d. A request for information about someone with whom you work

Answer: B

How many elements are encompassed in the indirect plan?

How many elements are encompassed in the indirect plan?

a. Five
b. Four
c. Six
d. Three

Answer: B

The best opening for an adjustment refusal is

The best opening for an adjustment refusal is

a. I am sorry . . .
b. Your complaint has been received, and. . .
c. We must deny you. . . . .
d. Your letter requesting an adjustment has been received, and . . . .

Answer: D

Of the following, which is the most effective phrasing for the negative information?

Of the following, which is the most effective phrasing for the negative information?

a. I am sorry to refuse your request for a refund for the microwave oven.
b. Our policy does not permit refunds in cases like this.
c. Rather than a refund, we will be glad to provide instruction on operation of the oven.
d. While we realize you are not completely satisfied with the microwave oven, we believe that with additional training you will be satisfied

Answer: C

Which of the following best expresses the reason for using the indirect plan for a negative message?

Which of the following best expresses the reason for using the indirect plan for a negative message?

a. It hides the negative information and takes the receiver's mind off the problem.
b. It enables your receiver to accept the negative information you must give them.
c. It clearly presents the negative information in the opening paragraph.
d. It is a friendlier way of communicating than the direct plan

Answer: B

In the constructive follow-up section of a negative message, you should

In the constructive follow-up section of a negative message, you should

a. provide other solutions to the problem.
b. tell the customer that it will never happen again.
c. apologize for the error.
d. stay off the negative subject.

Answer: A

In the friendly close of a negative message, it is best to

In the friendly close of a negative message, it is best to

a. maintain neutrality
b. provide convincing reasoning.
c. say what can be done.
d. be warm and optimistic

Answer: D

The negative information in a message should

The negative information in a message should

a. be given quickly.
b. follow the opening.
c. present convincing reasoning.
d. introduce the explanation

Answer: A

The primary objective of an adjustment refusal letter in a retail business situation is to

The primary objective of an adjustment refusal letter in a retail business situation is to

a. sell the customer more merchandise.
b. be optimistic in the close.
c. present convincing reasoning.
d. retain the customer's business

Answer: D

In the logical explanation section of the indirect plan, it is important to

In the logical explanation section of the indirect plan, it is important to

a. keep the content as brief as possible.
b. show how the negative information benefits your receiver.
c. use mostly positive words.
d. keep off the subject

Answer: B

Which of the following best expresses the negative information in a request refusal letter?

Which of the following best expresses the negative information in a request refusal letter?

a. While the time you wanted is not available, feel free to use the 10 a.m. Saturday time period for your meeting.
b. Therefore, I am sorry that I cannot be of assistance at this time.
c. The facility scheduling calendar permits your use of the 10 a.m. Saturday time period for your meeting.
d. The best I can do, however, is to offer you the 10 a.m. Saturday time slot.

Answer: C

The overall strategy for most negative messages is the

The overall strategy for most negative messages is the

a. direct plan.
b. persuasive plan.
c. indirect plan.
d. goodwill plan.

Answer: C

A request for a reply to an invitation is shown on the invitation as

A request for a reply to an invitation is shown on the invitation as

a. a direct request.
b. a postscript.
c. an enclosure.
d. an RSVP

Answer: D

Which of the following items is typically omitted from an invitation?

Which of the following items is typically omitted from an invitation?

a. Date and time of function
b. Signature
c. Suggested dress
d. Whether the receiver may bring a guest

Answer: B

Peter Gently encouraged his friend Silas to contact ABC Promotions to inquire about the cost of a specialty calendar to send clients at the end of the year. In the opening to his message, Silas should:

Peter Gently encouraged his friend Silas to contact ABC Promotions to inquire about the cost of a specialty calendar to send clients at the end of the year. In the opening to his message, Silas should:

a. describe the nature of his business.
b. explain why he wants to give his clients an end-of-year gift.
c. mention Peter as the person from he learned about ABC Promotions.
d. say he needs information about a specialty calendar

Answer: D

What should the writer of an adjustment approval message do with the friendly close?

What should the writer of an adjustment approval message do with the friendly close?

a. Apologize for the damages.
b. Combine it with the explanation.
c. Keep it short.
d. Assure the customer that it will not happen again.

Answer: C

The correct order for the parts of a direct plan message is

The correct order for the parts of a direct plan message is

a. explanation, solution, sales appeal, and friendly close.
b. explanation, sales appeal, persuasion, and friendly close.
c. opening, explanation, sales appeal, and friendly close.
d. opening, sales appeal, explanation, and friendly close.

Answer: C

Which of the following has a variation that allows paragraphs to be indented?

Which of the following has a variation that allows paragraphs to be indented?

a. E-mail
b. Full Block
c. Memo
d. Modified Block
e. Simplified

Answer: D

The boxes into which variables are entered when using e-mail software are called

The boxes into which variables are entered when using e-mail software are called

a. formats.
b. headings.
c. message composition templates.
d. options.

Answer: C

Which of the following is NOT an advantage of using high-quality stationery?

Which of the following is NOT an advantage of using high-quality stationery?

a. Excellent texture.
b. Long life.
c. Personalized watermark.
d. Purchase price.
e. Superior appearance.

Answer: D

The two standard letter parts omitted from the simplified letter format are the

The two standard letter parts omitted from the simplified letter format are the

a. Attention Line and Subject Line
b. Complimentary Close and Salutation
c. Heading and Postscript
d. Signature Block and Enclosure Notation
e. Subject Line and Reference Initials



Answer: B

The mailing address on an envelope should be

The mailing address on an envelope should be

a. double spaced.
b. identical to the inside address of the letter.
c. keyed in italic type to resemble handwriting.
d. keyed in uppercase letters.

Answer: B

Which of the following statements about the company name in the signature block is correct?

Which of the following statements about the company name in the signature block is correct?

a. It is not used when the message is keyed on letterhead stationery.
b. It may be used with any letter format.
c. It should be keyed beneath the writer's name.
d. It should be keyed in a mixture of upper- and lower-case letters.

Answer: A

If the person who signs the letter is not the same person who keys or writes the letter, the writer's reference initials should be

If the person who signs the letter is not the same person who keys or writes the letter, the writer's reference initials should be

a. keyed on one line before the keyboarder's initials.
b. keyed in place of the keyboarder's initials.
c. noted only on the file copy of the document.
d. omitted.

Answer: A

Under what circumstances should a writer include his or her courtesy title as part of the keyed signature in a business letter?

Under what circumstances should a writer include his or her courtesy title as part of the keyed signature in a business letter?

a. Always
b. Never
c. When needed for balance
d. When needed for clarity

Answer: D

Marge Bourdeau is writing a business letter to James Wayne and wants to use mixed punctuation. Which of the following pairs should she select?

Marge Bourdeau is writing a business letter to James Wayne and wants to use mixed punctuation. Which of the following pairs should she select?

a. Dear Mr. Wayne: Sincerely,
b. Dear Mr. Wayne: Sincerely
c. Dear Mr. Wayne, Sincerely
d. Dear Mr. Wayne Sincerely
e. Dear Mr. Wayne Sincerely,

Answer: A

The inside address of a letter is keyed

The inside address of a letter is keyed

a. at least 2 inches beneath the date
b. at the center of the page in the modified block letter style.
c. at the left margin.
d. two inches form the top edge of the paper

Answer: C

Which of the following best illustrates important e-mail text?

Which of the following best illustrates important e-mail text?

a. The report is due Friday!!!
b. "The report is due Friday."
c. The report is due Friday.
d. THE REPORT IS DUE FRIDAY.

Answer: D

A message with an overly low vocabulary level will probably

A message with an overly low vocabulary level will probably

a. be best for most groups of receivers.
b. be well received because receivers will be made to feel intelligent.
c. not be understood clearly by receivers because some or many of the words will rarely be used by them.
d. not hold the attention of the receivers

Answer: D

Websites should be updated at least once a

Websites should be updated at least once a 

a. month.
b. quarter.
c. week.
d. year.

Answer: B

Which of the following is an effective method for overcoming writer's block?

Which of the following is an effective method for overcoming writer's block?

a. Choose a quiet place to write where there is absolutely no noise.
b. Divide the writing project into smaller, more manageable parts.
c. Draft your document starting at the beginning and
d. Stay with the same writing process for the entire project.

Answer: B

Oral messages are considered unsuitable for complex messages because

Oral messages are considered unsuitable for complex messages because

a. it is easy for the receiver to become distracted.
b. oral communication should be reserved for informal messages.
c. receivers have limited time to reflect on them.
d. the sender could become confused while delivering the message

Answer: C

Why are short subject lines desirable in e-mail?

Why are short subject lines desirable in e-mail?

a. A long subject line could be truncated by the receiver's e-mail system.
b. Long subject lines duplicate too much of the message.
c. Subject lines waste the writer's time because readers don't use them.
d. They are easier to write than long subject lines.

Answer: A

Readability formulas

Readability formulas

a. check the actual words used in a message.
b. determine the manner in which words are combined into sentences in messages.
c. indicate the vocabulary level at which a message is written.
d. measure the average length of sentences, the percentage of difficult words in a message, and the accuracy of the message

Answer: C

To achieve the goals and purposes of your message when a message is written for multiple receivers, the messages must be understandable to the receiver in the group with

To achieve the goals and purposes of your message when a message is written for multiple receivers, the messages must be understandable to the receiver in the group with

a. the least amount of subject knowledge, the lowest vocabulary level, and the least emotional opposition to the message.
b. the least amount of subject knowledge, the lowest vocabulary level, and the most emotional opposition to the message.
c. the most amount of subject knowledge, the highest vocabulary level, and the least emotional opposition to the message.
d. the most amount of subject knowledge, the highest vocabulary level, and the most emotional opposition to the message.

Answer: B

Which of the following is NOT an advantage of written messages?

Which of the following is NOT an advantage of written messages?

a. Written messages accommodate lengthy and complex content.
b. Written messages can be reread, studied, edited, and revised.
c. Written messages provide a permanent record.
d. Written messages allow an accurate response in a shorter time frame because there are no nonverbal cues to be interpreted.

Answer: D

E-mail is said to resemble a memo because

E-mail is said to resemble a memo because

a. it is an internal communication method.
b. it is informal.
c. it uses the same headings.
d. spelling, grammar, and punctuation are unimportant

Answer: C

Three ways to emphasize ideas are by

Three ways to emphasize ideas are by

a. length, location, and sentence structure.
b. repetition, mechanics, and competition.
c. explicitness, strong words, and imprecise meanings.
d. placement at the beginning of a sentence, placement at the end, and addition of several modifiers of the subject

Answer: A

Unless there is an important reason to place it elsewhere in a business letter paragraph, the topic sentence should be

Unless there is an important reason to place it elsewhere in a business letter paragraph, the topic sentence should be

a. in the middle of the paragraph.
b. placed first in the paragraph.
c. the last sentence in the paragraph.
d. omitted from the paragraph

Answer: B

In business reports, long paragraphs have

In business reports, long paragraphs have

a. over 6 lines.
b. 6 to 7 lines.
c. 8 lines or more.
d. 12 lines or more

Answer: D

In business letters and reports, short paragraphs average

In business letters and reports, short paragraphs average

a. 8 to 10 lines.
b. over one line.
c. 4 to 5 lines.
d. 2 to 3 lines.

Answer: C

Emphasizing words by mechanical means

Emphasizing words by mechanical means

a. special formatting such as boldface, italics, underlines, and color.
b. using strong words instead of weak words.
c. remembering to add " thank you" in the last paragraph of each letter..
d. ending the paragraph by repeating the main idea.

Answer: A

Strong verbs that express action and specific nouns that create a visual mind image are sometimes called

Strong verbs that express action and specific nouns that create a visual mind image are sometimes called

a. strong or power words.
b. obsolete words.
c. negative words..
d. redundant words

Answer: A

What emphasis technique is used when you organize two ideas in a complex sentence, with one idea emphasized in an independent clause and another de-emphasized in a dependent clause?

What emphasis technique is used when you organize two ideas in a complex sentence, with one idea emphasized in an independent clause and another de-emphasized in a dependent clause?

a. Format
b. Keywords
c. Length
d. Sentence structure

Answer: D

Two types of agreement that are important in sentence structure are between the

Two types of agreement that are important in sentence structure are between the

a. pronoun and its antecedent.
b. adjective and the noun modified.
c. adverbs and verbs.
d. dependent and independent clauses

Answer: A

In most business letters, the shortest paragraphs are

In most business letters, the shortest paragraphs are

a. the middle paragraphs.
b. the paragraphs with the most detail about the topic.
c. the first and last paragraphs.
d. both a and b.

Answer: C

A sentence structured with the subject as the receiver of the action is written with

A sentence structured with the subject as the receiver of the action is written with

a. passive voice.
b. active voice.
c. objective case.
d. emphasis on the verb

Answer: A

Illegally using the Internet to gain unauthorized access to computer systems of others or deliberately attempting to destroy data or spread computer viruses is called

Illegally using the Internet to gain unauthorized access to computer systems of others or deliberately attempting to destroy data or spread computer viruses is called

a. piracy.
b. computer fraud.
c. slander.
d. phishing.

Answer: B

Which of the following is NOT true of the use of copyrighted material?

Which of the following is NOT true of the use of copyrighted material?

a. If you do not see a copyright notice on the material, you know it is free of copyright.
b. You do not have to cite a source for information that is general knowledge.
c. If you are quoting material, quote it accurately.
d. Give credit to the source for either quotes or paraphrased material.

Answer: A

Which of the following represents circumstances that help interpret fair use of copyrighted materials?

Which of the following represents circumstances that help interpret fair use of copyrighted materials?

a. Purpose and character of the use.
b. The amount and portion of the work used in relation to the total work.
c. Effect of the use upon the value of the copyrighted work.
d. All of the above.

Answer: D

Which of the following e-mail practices is illegal?

Which of the following e-mail practices is illegal?

a. Sending animated greetings through business e-mail.
b. Sending and receiving child pornography.
c. Shopping on the Internet at work.
d. Refusing to sign the employer's Internet policy

Answer: B

Which of the following attributes is NOT required for ethical messages?

Which of the following attributes is NOT required for ethical messages?

a. Truthful
b. Full disclosure
c. Respect and concern for the needs of persons affected
d. Not taking responsibility but attributing the decision to someone else

Answer: B

Which one of the following statements is NOT true based on what you read in this chapter?

Which one of the following statements is NOT true based on what you read in this chapter?

a. In many communication situations, you will be faced with gray areas when making decisions about right or wrong.
b. Ethics codes are often in handbooks and placed on company websites.
c. A code of ethics is not effective unless it guides employees' behavior with clear direction about temptations common to the position.
d. If your employer directs you to do something, you are not responsible for making an ethical decision even though it violates your own values and principles.

Answer: D

What approximate percent of all Fortune 500 companies have codes of ethics?

What approximate percent of all Fortune 500 companies have codes of ethics?

a. 90%.
b. 50%.
c. 66%
d. 33%.

Answer: A

To be an ethical communicator, you should NOT do which of the following?

To be an ethical communicator, you should NOT do which of the following?

a. Determine exactly what ethical communication is.
b. Adopt principles that help you choose ethical message content.
c. Strive for the highest good for all involved and provide information that is fully adequate for the circumstance.
d. Measure the ethics of the communication by what is commonly accepted and practiced by those with whom you work.

Answer: D

The Americans with Disabilities Act

The Americans with Disabilities Act

a. applies to firms with 50 or more employees, including part time.
b. prohibits an employer from eliminating a qualified applicant who has a disability if he or she can perform essential job functions with reasonable accommodations.
c. requires the employer to question the applicant about the disability to assess whether he or she can function in the advertise position.
d. describes certain restrictions concerning scheduling and notice requirements

Answer: B

The Family Educational Rights and Privacy Act (FERPA)

The Family Educational Rights and Privacy Act (FERPA)

a. protects the privacy of student information.
b. requires employers to allow employee leave for family illness.
c. limits the use of personnel information to the purpose for which it was collected.
d. defines bona fide occupational qualifications (BFOQ).

Answer: A

The Labor Management Relations Act

The Labor Management Relations Act

a. guides communication between management and workers concerning union activity.
b. prohibits discrimination against workers over 40 years of age.
c. requires affirmative action in hiring practices.
d. allows employees to access information about themselves.

Answer: A

The Federal Truth-in-Lending Act requires

The Federal Truth-in-Lending Act requires

a. what debt collectors can and cannot do.
b. full disclosure of all charges and effective annual interest rate.
c. requires fair treatment by debt collectors.
d. sets the terms and conditions of certain types of loans

Answer: B

Laws that require contracts be written so consumers can understand them are called

Laws that require contracts be written so consumers can understand them are called 

a. express contracts.
b. implied contracts.
c. plain English laws.
d. warranties.

Answer: C

Which one of the following statements is NOT true or NOT required for a legal contract?

Which one of the following statements is NOT true or NOT required for a legal contract?

a. A contract must be written on a legal form.
b. There must be an offer and acceptance.
c. All parties to the contract must be competent.
d. Consideration must be present. (money, motive, or promise)

Answer: A

Which one of the following statements is NOT true of paraphrasing?

Which one of the following statements is NOT true of paraphrasing?

a. Restates the author's ideas or words in your own words but retain the original author's meaning.
b. Does not need a citation added.
c. Is unethical and can be illegal if it violates copyright laws.
d. Rewording another person's ideas to make them appear to be your own is unethical.

Answer: B

When working with a translator, you should

When working with a translator, you should

a. select someone with foreign language software experience.
b. provide for back translation to check for errors.
c. select someone who is a specialist in the language other than yours.
d. select someone with a knowledge of the formal language structure rather than an interpreter who knows the language nuances

Answer: B

Persons who live and work in a country other than their own are referred to as a/an

Persons who live and work in a country other than their own are referred to as a/an

a. transnational.
b. expatriate.
c. multinational.
d. global CEO.

Answer: B

When working with an interpreter,

When working with an interpreter,

a. maintain eye contact with the interpreter while you speak.
b. use long introductory phrases.
c. permit your interpreter to explain your remarks or to ask you questions if necessary.
d. concentrate on your interpreter while speaking to be sure he or she understands you.

Answer: C

An example of being open to and accepting of other culture include

An example of being open to and accepting of other culture include

a. understanding that cultures differ in what they do and believe and respecting those differences.
b. maintaining your networks with colleagues and having only limited contact with person from cultures different from yours.
c. expecting punctuality, honesty, and directness from everyone regardless of cultural background.
d. feeling offended when small groups of people at the conference speak to each other in their native language

Answer: A

Mexican culture places a high value on

Mexican culture places a high value on 

a. family.
b. direct communication.
c. individual welfare.
d. a disregard for status and different power strata

Answer: A

Which of the following is NOT a key strategy for effective global communication?

Which of the following is NOT a key strategy for effective global communication?

a. Review business communication principles.
b. Analyze the message receiver.
c. Spend a few minutes in small talk before leaving.
d. Learn about other cultures and apply what you learn

Answer: C

In adapting to language differences in another country, which of the following behaviors are NOT good practices?

In adapting to language differences in another country, which of the following behaviors are NOT good practices? 

a. Learn as much as you can of the native language.
b. Observe and learn language patterns and nonverbal communication.
c. Regardless of your receiver's communication style preference and cultural values, express your main message content as you normally would.
d. Show respect for the cultural values in that country

Answer: C

German culture appreciates business communication that

German culture appreciates business communication that 

a. begins with small talk.
b. is indirect.
c. makes rules explicit.
d. relies on informal understandings.

Answer: C

Most multinational business communication is conducted in

Most multinational business communication is conducted in 

a. Spanish.
b. English.
c. French.
d. German.

Answer: B

Among the following cultural attributes, the one(s) generally valued by the people in China are

Among the following cultural attributes, the one(s) generally valued by the people in China are

a. valuing family and group authority.
b. communicating directly.
c. frequently using hand gestures and facial expressions.
d. being addressed as Mr.

Answer: A

Which of the following is NOT considered characteristic of a low-context culture?

Which of the following is NOT considered characteristic of a low-context culture?

a. High value on individualism
b. Focus on success and profitability
c. More value placed on words than shared background
d. Reliance on long-term relationships and underlying meanings

Answer: D

In a survey of 101 global executives, the cultural difference they considered most challenging was

In a survey of 101 global executives, the cultural difference they considered most challenging was 

a. adjustment to different laws and ethics.
b. workdays, workweeks, and holidays.
c. communication and language.
d. time, space, and power structures

Answer: C

The casual or informal way in which English is used is known as

The casual or informal way in which English is used is known as

a. colloquial language.
b. conversation.
c. denotation.
d. slang

Answer: A

The grapevine is an other name for

The grapevine is an other name for 

a. informal communication.
b. interoffice communicating.
c. network communication.
d. serial communication

Answer: D

The sender analyzes the receiver's knowledge so that the sender can

The sender analyzes the receiver's knowledge so that the sender can

a. avoid making a negative impression.
b. choose the approach to use in the message.
c. compose the message at the proper level.
d. emphasize receiver benefits

Answer: C

Formal communication in an organization

Formal communication in an organization

a. flows in all directions.
b. is essential for effective personal relationships.
c. is not essential for the operation of a business.
d. is not planned by the organization

Answer: A

Business communication can be described as

Business communication can be described as

a. all contacts inside and outside an organization.
b. establishing a common understanding within a business environment.
c. preparing letters and memos.
d. the transmission of data and information in the business environment

Answer: B

What is the difference between an absolutist versus a relativistic view of ethics?

What is the difference between an absolutist versus a relativistic view of ethics?

Answer:

absolutist- belief that there is a single correct moral standard that holds for everyone, everywhere, every time.


relativistic- belief that moral behavior varies among individuals, groups, and cultures and across situations.

What is the difference between privacy and secrecy?

What is the difference between privacy and secrecy?

Answer:

privacy- when other parties have no right to expect access to it (ethical)

secrecy- when other parties might legitimately expect access to a message that is withheld (unethical)

What are the three definitions offered for ethics?

What are the three definitions offered for ethics?

1. a system of moral principles by which actions are judged as good or bad, right or wrong.
2. rules of conduct recognized by a group, class, individual
3. belief system in which the determination of what is right is based on what promotes the most good or the common good

Why is developing one's own code of communication ethics important?

Why is developing one's own code of communication ethics important?

Answer: As a communicator you will face many ambiguous and difficult choices of both a professional and a personal nature. if you develop your own set of communication ethics you will be better prepared face these difficult choices

According to the Synergetic Model, what are the social factors that influence the communication process?

According to the Synergetic Model, what are the social factors that influence the communication process?

Answer: political, historical, economic, and social structures

According to the synergetic Model, what are the individual factors that influence the communication process?

According to the synergetic Model, what are the individual factors that influence the communication process?

Answer: demographic characteristics (age, race, ethnicity, nationality, gender/sex, sexual orientation, regional identity, and socioeconomic class) personality, cognitive and physical ability, your field of experience (education and experiences)

What does it mean that communication is transactional process?

What does it mean that communication is transactional process?

Answer: people generate meaning through the exchange of verbal and nonverbal messages in specific contexts, influenced by individual and societal forces and embedded in culture.

How does the linear model of communication depict the communication process?

How does the linear model of communication depict the communication process?

Answer: primarily involves the transfer of information from one person to another. a sender encoded a message that was sent to a receiver who decoded it including the components of noise and channel.

In what ways does communication create meaning?

In what ways does communication create meaning?

Answer: through experiences, beliefs, and values

What are the seven basic components of the communication process?

What are the seven basic components of the communication process?

1. message creation
2. meaning creation
3. setting
4. participants
5. channels
6. noise
7. feedback

How do the authors define human communication?

How do the authors define human communication?

Answer: transactional process in which people generate meaning through the exchange of verbal and non verbal messages in specific contexts, influenced by individual and societal forces and embedded in culture.

The process of critical thinking involves what five steps?

The process of critical thinking involves what five steps?

1.identify the assertion or action
2. ask, what is the evidence for and against the assertion or action
3. ask, what does the bulk of evidence point to
4. ask, what other explanations or conclusions are possible
5. continue to keep an open mind for new evidence and new ways of evaluating the assertion

Why is communicating a complex activity?

Why is communicating a complex activity?

Answer: because it is influenced by a variety of factors, including cultural differences, cognitive abilities, and social norms

How does the study of communication differ from other social science disciplines?

How does the study of communication differ from other social science disciplines?

Answer: it focuses exclusively on the exchange of messages to create meaning

T/F A professor using words that students don't understand is an example of noise.

T/F A professor using words that students don't understand is an example of noise.

Answer: true

T/F "Homogenous" is the term used to describe how all individual members of the same culture do not think and behave in the same manner.

T/F "Homogenous" is the term used to describe how all individual members of the same culture do not think and behave in the same manner.

Answer: false, they DO think and behave in the same manner or "Heterogeneous"

T/F Our values can have a large influence on the way we communicate with others.

T/F Our values can have a large influence on the way we communicate with others.

Answer: true

T/F The linear model of communication is much simpler than the transactional model.

T/F The linear model of communication is much simpler than the transactional model.

Answer: true

T/F When Louisa interprets her boyfriend's thumbs up to mean that he approves of her action, she is encoding his message.

T/F When Louisa interprets her boyfriend's thumbs up to mean that he approves of her action, she is encoding his message.

Answer: false, she is decoding his message

The manner in which you discipline your child may be different in the grocery store versus at your home because of this component of human communication.

The manner in which you discipline your child may be different in the grocery store versus at your home because of this component of human communication.

A) setting

B) participants

C) message creation

D) noise

Answer: A

If you believe some circumstances call for stretching the truth or being deceptive because of the circumstances, you likely adhere to a(n) _____ ethical standard.

If you believe some circumstances call for stretching the truth or being deceptive because of the circumstances, you likely adhere to a(n) _____ ethical standard.

A) moral

B) absolute

C) developmental

D) relative

Answer: D

If you fail to mention to your roommate that you accidentally scraped the bumper of her car when you pulled your car into the garage, you have engaged in

If you fail to mention to your roommate that you accidentally scraped the bumper of her car when you pulled your car into the garage, you have engaged in

A) privacy.

B) secrecy.

C) disqualification.

D) authentic communication.

Answer: B

Which of the following create ethical codes to reflect beliefs and values?

Which of the following create ethical codes to reflect beliefs and values?

A) individuals

B) group

C) communities

D) all of the above

Answer: D

Communication is a _____ process in which people generate meaning through the exchange of verbal and nonverbal messages in specific contexts and embedded in culture.

Communication is a _____ process in which people generate meaning through the exchange of verbal and nonverbal messages in specific contexts and embedded in culture.

A) continuing

B) linear

C) transformative

D) transactional

Answer: D

______ meaning describes what the message conveys about the relationship between the two people communicating.

______ meaning describes what the message conveys about the relationship between the two people communicating.

Answer: relationship

Thinking about what you will be doing this weekend while you are studying is an example of ______, because it interferes with the communication process.

Thinking about what you will be doing this weekend while you are studying is an example of ______, because it interferes with the communication process.

Answer: noise

You _____ a message when you interpret the meaning that is being sent.

You _____ a message when you interpret the meaning that is being sent.

Answer: decode

____ communication is composed of nonlinguistic symbols such as smiles, laughter, head nods, and hand gestures.

____ communication is composed of nonlinguistic symbols such as smiles, laughter, head nods, and hand gestures.

Answer: nonverbal

Something that represents something else and conveys meaning is a(n) _____.

Something that represents something else and conveys meaning is a(n) _____.

Answer: symbol