BUSN 5 5th Edition by Marcella Kelly - Test Bank

BUSN 5 5th Edition by Marcella Kelly – Test Bank

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Sample Questions Are Posted Below

TEST PLANNING TABLE FOR CHAPTER 5

Learning Objective	Easy: Knows Basic Terms and Facts	Moderate: Understands Concepts and Principles	Challenging: Applies Principles
5-1: Explain the importance of excellent business communication	1, 2, 3, 15, 16, 95, 96, 97, 98	4, 5, 6, 7, 10, 11, 12, 17, 18, 94, 99, 100, 101, 102	8, 9, 13, 14, 103, 104, 105, 106, 107, 108, 109, 110, 111, 187, 188
5-2: Describe the key elements of nonverbal communication	19, 20, 28, 30, 31, 33, 112, 113, 120, 121	21, 22, 23, 24, 32, 119, 122, 123, 124, 128, 129	25, 26, 27, 29, 114, 115, 116, 117, 118, 125, 126, 127, 189, 190, 191
5-3: Compare, contrast, and choose effective communication channels	44, 45, 46, 146	34, 35, 36, 37, 47, 48, 49, 50, 130, 131, 132, 137, 138, 139, 140	51, 52, 53, 54, 141, 142, 143, 144, 145, 192, 193
5-4: Choose the right words for effective communication	38, 57, 61, 62, 148, 149, 151, 152, 155	39, 40, 43, 55, 58, 60, 64, 133, 134, 136, 150	41, 42, 56, 59, 63, 65, 135, 147, 153, 154, 194, 195
5-5: Write more effective business memos, letters, and emails	68, 71, 72, 161, 164	66, 67, 73, 156, 157, 162, 163, 165	69, 70, 158, 159, 160, 166
5-6: Create and deliver successful verbal presentations	78, 80, 81, 85, 86, 87, 88, 89, 91, 167, 168, 170, 177, 181, 185	74, 82, 84, 90, 92, 93, 171, 178, 179, 182, 186	75, 76, 77, 79, 83, 169, 172, 173, 174, 175, 176, 180, 183, 184, 196, 197, 198, 199, 200

True/False questions are in plain text.

Multiple choice questions are in bold text.

Essay questions are in bold underlined text.

The answers are displayed:

ANS: B DIF: Easy REF: Page 7 OBJ: 5-1 NAT: BUSPROG: Communication TOP: The Economic Environment KEY: Bloom’s Comprehension

ANS: Answer is B

DIF: Difficulty Level – Easy

REF: Page number of the book where the answer can be found

OBJ: Learning Objective 1 in chapter 5

NAT: Tier 1 Standards (Interdisciplinary Learning Outcomes)

TOP: Topic – A Head/B Head of where the answer can be found

KEY: Bloom’s Taxonomy Tags

Chapter 5: Business Communication: Creating and Delivering Messages That Matter

TRUE/FALSE

Communication must be dynamic and two-way. In order to keep the audience awake, most experts agree that the key is to keep the room freezing cold. This ensures the audience stays awake.

ANS: F DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Comprehension

Great business communication equates to a knack for speaking or a flair for writing.

ANS: F DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Knowledge

Effective communication is transmitting relevant information to an audience.

ANS: T DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Comprehension

Effective communication is more about style (how the message is delivered) than it is about substance (the relevance of the message).

ANS: F DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Analysis

Successful business communication requires only two skills: the ability to write convincingly and to speak clearly.

ANS: F DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Comprehension

Effective communication within an organization is one of the most challenging tasks for managers.

ANS: T DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Analysis

Managers use business communication to disseminate information to their employees, stakeholders, and competitors.

ANS: T DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Analysis

Robin attended a business conference where the keynote speaker provided a very entertaining presentation. She thought several of the speaker’s jokes were funny and found some of the points he made interesting. But she left the speech unsure of the speaker’s main point and how it related to her. As far as Robin was concerned, the speaker was not an effective communicator.

ANS: T DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Synthesis

Anne McNair is planning to take a course in business communications. Her studies are likely to involve two-way exercises that encompass the ability to be a good listener as well as a good speaker and writer.

ANS: T DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Evaluation

In business communications, noise can come from cultural factors, such as how you greet colleagues, as well as physical factors, such as someone in the audience talking loudly during a presentation.

ANS: T DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Application

When American businesses expand internationally, cultural barriers pose challenges in new markets.

ANS: T DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Analysis

Barriers to communication can’t be eliminated, so the best approach is to ignore them and repeat your message several times in order to “break through” these barriers.

ANS: F DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Analysis

Two students in a management class were presenting their findings on “managing change.” As one team member clicked through the PowerPoint presentation, the other team member leaned against the workstation, clearly indicating that he was thinking about something else. If the PowerPoint presentation was well organized, the second team member’s behavior was unlikely to detract from the presentation’s message.

ANS: F DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Synthesis

Reflecting a long-standing tradition, top managers at Tallyson Corporation rarely meet directly with other employees, preferring to communicate by sending memos and email messages. This practice is likely to create an organizational communication barrier within the company.

ANS: T DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Synthesis

Globalization of markets will make intercultural communication more important to long-term business.

ANS: T DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Comprehension

In today’s increasingly complex world technical knowledge is more important than communication skills.

ANS: F DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Comprehension

In global communication, the successful communicator assesses the audience’s comfort level with the English language.

ANS: T DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Analysis

A manager is an effective speaker when he or she can articulate a message using dialect and jargon, because these nuances usually enrich the message.

ANS: F DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Analysis

The goal of nonverbal communication should be to reinforce the meaning of your message.

ANS: T DIF: Easy REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Knowledge

A study cited in The Wall Street Journal has suggested that while nonverbal communication is important, it is verbal communication that conveys the most meaning to the listener.

ANS: F DIF: Easy REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Comprehension

In face-to-face conversations, the verbal content of a message conveys much more meaning to the listener than tone of voice and facial expression.

ANS: F DIF: Moderate REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Comprehension

Body language and tone of voice have little impact on the audience’s understanding of the information being communicated.

ANS: F DIF: Moderate REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Comprehension

Keiko is from Japan and has traveled to the U.S. for a business meeting. The one way for Keiko to convey trust and respectful attention to her business colleagues would be to sustain eye contact.

ANS: T DIF: Moderate REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Application

Jim was discussing a project with his boss and noticed that his boss had crossed his arms. The only conclusion Jim could derive from his boss’s body language was that his boss had become defensive.

ANS: F DIF: Moderate REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Application

Shannon is delivering a presentation in front of senior management tomorrow. He decides to practice in front of a mirror prior to the meeting. This should be an effective strategy for strengthening his communication skills.

ANS: T DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Evaluation

Danica is the creative director for a children’s television program. Although she works in media communications, she is not comfortable with her own presentation skills. One way Danica could improve her skills would be to videotape her presentations and have a friend go through the videos with her.

ANS: T DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Evaluation

Jackie is a high-end fashion designer and often speaks to up-and-coming fashion designers from the local art school. She smiles a lot, nods her head, and frequently uses hand gestures. These are examples of nonverbal communication.

ANS: T DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Evaluation

Active listening is not an important skill needed by salespeople since their job is to convince others to buy, not to listen to their problems.

ANS: F DIF: Easy REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Comprehension

Otto Pierson, the vice president of finance for Palisades Produce Company, is likely to spend much more of his time listening than his company’s hourly employees routinely do.

ANS: T DIF: Challenging REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Active Listening: The Great Divider

KEY: Bloom’s Evaluation

The higher you go in an organization, the more important listening becomes.

ANS: T DIF: Easy REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Comprehension

According to the International Listening Association, 85 percent of what people learn is derived from listening.

ANS: T DIF: Easy REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Knowledge

Effective listening is the passive part of the communication process.

ANS: F DIF: Moderate REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Analytic TOP: Active Listening: The Great Divider

KEY: Bloom’s Analysis

When delivering a message it is important to match the message to the communication channel.

ANS: T DIF: Moderate REF: Page 71 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Analysis

Speaking immediately after someone stops talking demonstrates questionable listening skills.

ANS: T DIF: Easy REF: Page 72 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Comprehension

You should always select a communication channel that you are comfortable using. If it works for you, it’s good for the audience.

ANS: F DIF: Moderate REF: Page 72 OBJ: 5-3

NAT: BUSPROG: Communication TOP: Consider the Audience: It’s Not about You!

KEY: Bloom’s Comprehension

The needs of the audience are a priority in business writing, regardless of the tool used to deliver the message.

ANS: T DIF: Moderate REF: Page 72 OBJ: 5-3

NAT: BUSPROG: Analytic TOP: Consider the Audience: It’s Not about You!

KEY: Bloom’s Comprehension

The key to finding the best communication channel is to evaluate the needs and expectations of your audience.

ANS: T DIF: Moderate REF: Page 72 OBJ: 5-3

NAT: BUSPROG: Communication TOP: Consider the Audience: It’s Not about You!

KEY: Bloom’s Comprehension

In order to make sure the audience is receiving your message, it is critical that you understand expectations, level of education, and profession of the audience members.

ANS: T DIF: Easy REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Analyze Your Audience

KEY: Bloom’s Comprehension

Business communication differs from other types of formal communication, such as a wedding invitation for example, because the use of slang and jargon is widely accepted in business communication.

ANS: F DIF: Moderate REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Analytic TOP: Analyze Your Audience

KEY: Bloom’s Analysis

The first step in choosing the correct wording for a message is to consider the characteristics of the audience to whom the message will be directed.

ANS: T DIF: Moderate REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Analyze Your Audience

KEY: Bloom’s Comprehension

Al Ownsby, project manager at the Innovative Technologies Defense Company, is a man of few words. His idea of communication is to “give the recipients the basic idea, but spare them the details.” Ownsby’s approach is sound, because a basic rule of business communication is that being concise is better than being complete.

ANS: F DIF: Challenging REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Be Concise KEY: Bloom’s Synthesis

Professor Harold Reeder was very busy when he received an email from a student who wanted to know when an assignment was due. His short response said, “You can find the due date in your syllabus!” The student interpreted this to mean that the professor didn’t want to help the student, so the next time he had a question, he asked another classmate. The professor need not be concerned, because his response followed a good communication rule: messages should always be short and concise!

ANS: F DIF: Challenging REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Be Concise KEY: Bloom’s Evaluation

One of the most effective ways to improve business communication is to make extensive use of slang to enliven and enrich the message and set it apart from more formal messages.

ANS: F DIF: Moderate REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Slang KEY: Bloom’s Comprehension

Voice mail has a high level of channel richness since listener has the ability to hear your voice but not see your body language.

ANS: F DIF: Easy REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Knowledge

One drawback of voice mail is that it doesn’t provide the sender with a permanent record of the message.

ANS: T DIF: Easy REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Knowledge

Texting is a good way to get a quick response on a simple issue.

ANS: T DIF: Easy REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Knowledge

Instant messaging provides a richer communication channel than telephone conversations.

ANS: F DIF: Moderate REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Comprehension

Videoconferencing is a good channel for communicating complex information to many people in geographically distant locations.

ANS: T DIF: Moderate REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Comprehension

Memos are a good communication channel when the intent is to convey a noncontroversial but detailed message to a large number of people.

ANS: T DIF: Moderate REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Comprehension

Texting is the best way to communicate with everyone because it is quick, easy, and uses few words.

ANS: F DIF: Moderate REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Comprehension

Larry Brighton needs to quickly hear from his colleague Ralph concerning the prospect of changing vendors on the Harris project. He leaves Ralph a lengthy voice mail on the subject. Ralph is in the habit of picking up voice mail messages once each day. If Larry is asked by his boss today about the vendor problem, he is covered because he sent Ralph a message about it.

ANS: F DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Synthesis

Amie Johnston is the CEO of Megabux Inc. Her company has just worked out an agreement to merge with Lottadoe Enterprises, and Amie wants to announce the deal to her employees. She knows that the merger will require a reorganization and that employees will worry about their job security. She wants to assure them of her personal commitment to minimize layoffs. One of the best ways for Amie to communicate information about the merger would be to issue a memo to all employees.

ANS: F DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Synthesis

Ashley Mears must inform employees in her department about the new absenteeism policy. Given the controversial nature of the message, she should inform them of the policy change via email.

ANS: F DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Evaluation

Due to declining sales, Ima Veasel will be forced to lay off three salespeople. The most effective method for delivering the bad news to the three effected salespeople is via voice mail.

ANS: F DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Evaluation

Addressing the recipient of a message as “Dear Sir” is a common and perfectly acceptable practice, even if you do not know the gender of the recipient.

ANS: F DIF: Moderate REF: Page 73 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias KEY: Bloom’s Comprehension

This statement is an example of bias: a nurse must ensure that all of her patients are well-provided for and are in minimal pain.

ANS: T DIF: Challenging REF: Page 73 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Avoid Bias KEY: Bloom’s Evaluation

In American culture, older people are more likely to experience age bias than younger people.

ANS: T DIF: Easy REF: Pages 73-74 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias

KEY: Bloom’s Comprehension

The common types of bias in business communications include gender bias, age bias, and bias related to race, ethnicity, and nationality.

ANS: T DIF: Moderate REF: Pages 73-74 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias

KEY: Bloom’s Comprehension

Jim has posted an employment ad for a greeter at his store. The ad reads “only elderly individuals need apply.” Jim has not exhibited any type of a bias, because there are not enough positions for the elderly in the job market.

ANS: F DIF: Challenging REF: Pages 73-74 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias KEY: Bloom’s Application

Words or statements suggesting negative attitudes toward an ethnic group are acceptable if no members of that ethnic group are likely to receive the message.

ANS: F DIF: Moderate REF: Page 74 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias

KEY: Bloom’s Comprehension

You can make your presentation or speech more concise and powerful by using an active voice.

ANS: T DIF: Easy REF: Page 74 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Knowledge

Active voice refers to a sentence structure in which the subject performs the action expressed by the verb.

ANS: T DIF: Easy REF: Pages 74-75 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Knowledge

An enthusiastic CEO announced to his audience at the stockholders’ meeting, “Fifty million dollars worth of services were sold last year!” He could have increased the impact of this statement by using the active voice.

ANS: T DIF: Challenging REF: Pages 74-75 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Evaluation

Passive voice tends to be more effective in business communications than active voice because it is more rational and has less emotional impact.

ANS: F DIF: Moderate REF: Pages 74-75 OBJ: 5-4

NAT: BUSPROG: Analytic TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Analysis

Juanita is planning to speak to some new employees in her department. She wants to convey a sense of accountability and establish a tone of trust. Given these goals, Juanita should make extensive use of the active voice in her speech.

ANS: T DIF: Challenging REF: Page 75 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Evaluation

Because of the mass amount of emails businesspeople get in any given day they have a tendency to simply delete emails that don’t seem important without even reading them.

ANS: T DIF: Moderate REF: Page 75 OBJ: 5-5

NAT: BUSPROG: Analytic

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Analysis

Business writers should consider how the audience will respond to their message—think about how they will feel about the information and how it will be applied.

ANS: T DIF: Moderate REF: Page 75 OBJ: 5-5

NAT: BUSPROG: Communication

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Comprehension

If the audience is likely to respond negatively to a written message, a good strategy is to begin the message with a brief discussion of the rationale for the message before presenting the bottom line.

ANS: T DIF: Easy REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Communication

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Comprehension

Wayne must inform the sales team of the latest commission incentive plan. The incentive plan is different from the previous plan, and Wayne expects resistance from some of the sales team. He plans to begin the discussion by reviewing the company’s mission and strategic goals. This is an example of an effective opening to his presentation.

ANS: F DIF: Challenging REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Reflective Thinking

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Synthesis

Manager Greg Watson believes his product development teams have gotten a bit stale. He is writing a memo to explain a plan for reorganizing the teams in order to stimulate new ideas. However, Greg is concerned that several developers who like their current assignments will resent his plan. He should describe his proposed changes very early in the message in order to quickly deal with the issues that may cause concern.

ANS: F DIF: Challenging REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Reflective Thinking

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Evaluation

The best way to determine the appropriate conversational style is to imagine yourself speaking to the recipient of your message.

ANS: T DIF: Easy REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Communication TOP: Strike the Right Tone

KEY: Bloom’s Knowledge

Proper business communication should always follow such well-known grammatical rules as never starting a sentence with the words and or but and never ending a sentence with a preposition.

ANS: F DIF: Easy REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Communication TOP: Don’t Make Grammar Goofs

KEY: Bloom’s Comprehension

The first sentence of a block paragraph is not indented, and the lines within each paragraph are doubled spaced.

ANS: F DIF: Moderate REF: Page 77 OBJ: 5-5

NAT: BUSPROG: Communication TOP: Use Block Paragraphs

KEY: Bloom’s Comprehension

Effective presentations require verbal communication, nonverbal communication, and consideration of how the audience will interpret the message.

ANS: T DIF: Moderate REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Analytic

TOP: Create and Deliver Successful Verbal Presentations: Hook ‘Em and Reel ‘Em In!

KEY: Bloom’s Analysis

Barry Holten plans to start his presentation with a startling statistic. This is usually a poor approach, since it may distract the audience.

ANS: F DIF: Challenging REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Opening KEY: Bloom’s Evaluation

Lindsey suspected that her sales team might be suspicious of some proposed new expense account rules, so she started her weekly meeting by describing a situation in which an employee was unable to claim a legitimate reimbursement because of the current policies. She used this story to explain why management believed it was time to try something different. This opening was an effective way to introduce her message.

ANS: T DIF: Challenging REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Opening KEY: Bloom’s Synthesis

At the beginning of his talk on global warming, Don Olson suggested that the audience ask questions during the presentation. Experts suggest that it is appropriate protocol to inform the audience of your preference for taking questions during or after the presentation.

ANS: T DIF: Challenging REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Questions KEY: Bloom’s Evaluation

In order to improve audience retention, an effective oral presentation will combine visual and oral elements into one compelling presentation.

ANS: T DIF: Easy REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

Justin McCall is the keynote speaker at his company’s annual sales conference. One part of his speech will include 10 keys to success. Since all of these points deal with the same topic, Justin should present them on the same PowerPoint slide.

ANS: F DIF: Challenging REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Visual Aids KEY: Bloom’s Evaluation

When developing a PowerPoint presentation, the presenter should make extensive use of animation and sound effects.

ANS: F DIF: Easy REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

Studies suggest that after three days, individuals retain approximately 65 percent of the information received from a combined visual and oral presentation.

ANS: T DIF: Easy REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

One highly effective way to improve a presentation is to use pictures and other graphics whenever possible.

ANS: T DIF: Moderate REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

T. Freeman likes to use slides when delivering a presentation, since she is able to read directly from the slides. This is an effective approach, since she is able to deliver all of the information on the slides directly to her audience.

ANS: F DIF: Challenging REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Visual Aids KEY: Bloom’s Evaluation

The use of visual aids can significantly impact the amount of information an audience retains.

ANS: T DIF: Moderate REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

In business communication, it is improper to use graphs and charts on PowerPoint presentations.

ANS: F DIF: Easy REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

Google Presentations software is the best method of developing and storing your PowerPoint presentations, since it is always available via the Internet.

ANS: F DIF: Easy REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Google Presentations

KEY: Bloom’s Comprehension

Google Presentations use of “the cloud” computing is a good example of a company minimizing waste.

ANS: T DIF: Easy REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Google Presentations

KEY: Bloom’s Comprehension

A little nervousness right before giving a speech can actually help you perform better.

ANS: T DIF: Easy REF: Pages 79-80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Handling Nerves

KEY: Bloom’s Knowledge

When giving a presentation, it’s not a good idea to take sips of water because you might choke.

ANS: F DIF: Easy REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Handling Nerves

KEY: Bloom’s Comprehension

Gary is next to give his presentation and begins to feel nervous. Taking slow, deep breaths would be helpful in easing his anxiety.

ANS: T DIF: Moderate REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Handling Nerves

KEY: Bloom’s Application

If you encounter a hostile questioner during a presentation, you should just ignore the person.

ANS: F DIF: Easy REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Handling Hostility

KEY: Bloom’s Comprehension

Matthew is in the middle of his presentation when a person in the back of the room begins to question him in a hostile manner. Matthew should stay calm and take a moment to gather his thoughts before responding.

ANS: T DIF: Moderate REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Handling Hostility

KEY: Bloom’s Application

Megan suddenly becomes very nervous as she begins her presentation. The best thing for Megan to do is look at a spot on the back wall while she speaks until her nervousness subsides.

ANS: F DIF: Moderate REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: A spot on the back wall?

KEY: Bloom’s Application

MULTIPLE CHOICE

What does two-way communication represent?

a)	Using both an active and passive voice.
b)	Speaking and listening.
c)	Verbal and nonverbal communication.
d)	Selective hearing and listening.

ANS: B DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Comprehension

_______ is the transfer of relevant meaning from the sender to the receiver.

a)	Communication
b)	Passive voice
c)	Dynamic delivery
d)	Active voice

ANS: A DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Comprehension

Excellent communications skills

a)	are less important to most managers than well-developed technical skills.
b)	involve the ability to speak clearly and to write well.
c)	come naturally to most people.
d)	can dramatically improve your chances for business success.

ANS: D DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Comprehension

In communication, the term _____ refers to any interference that causes the message received by the audience to be different from the sender’s intended message.

a)	meaning inhibitor
b)	communication inverter
c)	verbal distortion
d)	noise

ANS: D DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Knowledge

Jason was having even more trouble than usual concentrating on his economics professor’s lecture because the classroom was too hot and the chair he was sitting in was uncomfortable. The heat and uncomfortable chair are both _____ barriers to communication.

a)	perceptual
b)	physical
c)	passive
d)	secondary

ANS: B DIF: Easy REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Knowledge

American-based companies prefer employees to use English while on the job. However, with the increasing diversity found in today’s workforce, companies are challenged by

a)	perceptual barriers.
b)	organizational barriers.
c)	body language barriers.
d)	language barriers.

ANS: D DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Comprehension

Language barriers to communication

a)	are a more serious problem for spoken communication than for written communication.
b)	are only likely to be a problem when the person receiving the message has a different native language from that of the person sending the message.
c)	have become less serious over the past two decades.
d)	can arise due to excessive use of jargon and slang.

ANS: D DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Comprehension

All of the following are basic categories of communication barriers EXCEPT

a)	perceptual barriers.
b)	holistic barriers.
c)	language barriers.
d)	cultural barriers.

ANS: B DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Communication

TOP: Communication Barriers: “That’s Not What I Meant!”

KEY: Bloom’s Comprehension

Finding ways to improve _____ is likely to be a major challenge for global firms that have employees, customers, and other stakeholders in several different countries.

a)	nonverbal communication
b)	intercultural communication
c)	protectionist communication
d)	strategic communication

ANS: B DIF: Moderate REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Analytic

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Analysis

Vice President Harry Farrell is one of the few top managers at his company. Having a strong engineering background, Harry loves to sprinkle technical jargon and slang into his speeches, even when he makes presentations to less technically inclined colleagues. This communication style

a)	is likely to create a language barrier that undermines the effectiveness of his message.
b)	is likely to be very effective, since it allows Harry to emphasize his unique qualifications.
c)	may create perceptual barriers to good communication.
d)	is likely to contribute to cultural barriers that reduce the effectiveness of his message.

ANS: A DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Synthesis

Almost everyone has experienced a conversation where someone has pleaded, “That’s not what I meant!”

a)	This experience is the result of good communication between parties.
b)	This experience indicates the comfort level between conversationalists.
c)	This is an indication that a communication barrier prevented the recipient from understanding the messenger.
d)	When this occurs, it is usually the result of a recipient causing trouble for the messenger.

ANS: C DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Evaluation

Cheryl is presenting the new payroll system to the managers of her company. She was unable to reserve the large conference room, so she scheduled the presentation for the cafeteria, which is not designed for giving presentations and has poor acoustics. What is her challenge?

a)	intercultural communication
b)	nonverbal communication
c)	the inability to use active voice
d)	physical barriers that are likely to create noise

ANS: D DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Evaluation

Marguerite attended a seminar on how to improve work productivity. When Marguerite returned to work, her manager requested a summary of the seminar. Marguerite’s summary explained that the speaker’s thick accent and excessive use of jargon made it hard for her to follow his presentation. It’s clear that Marguerite experienced _____ during the seminar.

a)	nonverbal communication
b)	passive listening
c)	language barriers
d)	technical barriers

ANS: C DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Evaluation

Dave Malloy is a marketing director for the Redding Company. His recent trip to a developing Asian country got off to an awkward start when his attempt to greet his host with a hearty handshake was not well-received. Dave’s experience is an example of a _____ that can undermine effective communication.

a)	language barrier
b)	perceptual barrier
c)	cultural barrier
d)	exchange barrier

ANS: C DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Evaluation

Ginny is almost 30 years old but looks quite a bit younger. When she participates in discussions with business people who don’t know her well, she often finds they don’t pay much attention to her ideas because they assume she is immature and inexperienced. This suggests that Ginny faces a(n) _____ barrier that undermines her message when she speaks.

a)	language
b)	organizational
c)	perceptual
d)	physical

ANS: C DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Evaluation

The workers at the Axme Corporation have divided into several cliques. Employees in each clique tend to stick together, sharing lunch and coffee breaks. The employees in one clique very seldom interact with workers in another clique. This type of situation may well create _____ barriers that prevent effective communication.

a)	organizational
b)	physical
c)	intercultural
d)	bipartisan

ANS: A DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Evaluation

Key executive board members attend annual meetings at the World Bank. Most of the members travel from their respective countries and come prepared to discuss local business needs. The interactions in the meeting are an example of

a)	culture.
b)	communication barriers.
c)	communication channels.
d)	intercultural communication.

ANS: D DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Synthesis

As John stood up to make his presentation on the company’s new flagship golf cart, he did not remember that he was going to be presenting to a focus group of people who do not enjoy golf in the first place. Given the importance of business communication, what barriers might he face?

a)	Technical jargon and insider vocabulary are irrelevant to individuals who are ignorant of them. He should have practiced his presentation using a more educational approach.
b)	People who don’t like golf are smarter than those who like it; therefore, John can be confident that his audience will figure it out. What John faces here is a perception problem.
c)	John should remember to use copious hand motions as he speaks, so that his point will come across loud and clear. This will cut through any body language barriers that may be present.
d)	John could try to instill in his audience a passion for golf similar to his own by demonstrating his exceptional swing. He used to be a dynamite salesman, and he can sell golf carts to non-golfers any day.

ANS: A DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Synthesis

According to studies reported in The Wall Street Journal’s Career Journal, during face-to-face communication, the majority of meaning comes from

a)	the verbal content of the message.
b)	tone of voice.
c)	body language, including facial expressions and posture.
d)	a combination of the words spoken and the tone in which they are spoken, with the spoken words being slightly more important than the tone of voice.

ANS: C DIF: Easy REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Comprehension

Ivy’s manager asked her to train the new employees on the company’s software program. Although Ivy agreed, her tone of voice was not warm and welcoming. This is an example of

a)	nonverbal communication.
b)	open communication.
c)	disconnect communication.
d)	two-way communication.

ANS: A DIF: Easy REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Comprehension

Who is using active listening nonverbal communication skills to the fullest?

a)	Li is highly educated and very smart; therefore, when he speaks he expects everyone must listen.
b)	When Shauniqua gives presentations, she speaks clearly, observes her audience for signs of understanding, and encourages feedback and listens to it.
c)	Teresa finds that her figure tends to be distracting in her industry (heavy equipment sales), so she wears loose unrevealing clothing at work.
d)	When Rob gives presentations, he uses lots of hand motions and gestures.

ANS: B DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Synthesis

Which of the following are nonverbal forms of communication?

a)	Bob doesn’t know much Mandarin, but when he attempted to say “hello,” he really messed up and offended the company’s best client by swearing at him in Cantonese.
b)	The fact that Cindy enjoys a fine cigar over extended lunch breaks makes her appear to be a slacker to her coworkers.
c)	Tom fancies himself a gifted writer. He writes what he feels are excellent proposals that are in fact nothing more than verbose exhibitions of the depth of his vocabulary.
d)	Amy is a wonderful orator, but she tends to look angry when she’s passionate about something.

ANS: D DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Synthesis

Ted jokes with his employees at the end of every weekly staff meeting. He notices that Jeanne appears sullen and uninterested in his jokes today and wonders if something he said offended her. This is an example of

a)	Ted trying to discern the body language of the employee. There may or may not be a message here. Perhaps Jeanne is simply tired.
b)	why managers should only communicate business needs with employees, omitting casual, more informal conversation.
c)	Jeanne’s exercising her active listening skills. Ted has probably misinterpreted her concentration for disinterest.
d)	a situation in which verbal communication is more meaningful than nonverbal communication.

ANS: A DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Evaluation

Tanya’s arms are crossed as she listens to the manager’s presentation. When the manager ends, she joins the audience in a standing ovation but does not clap her hands with her colleagues. Her posture and gestures are examples of_____

a)	organizational barriers.
b)	intercultural communication.
c)	body language.
d)	a communication channel.

ANS: C DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Evaluation

Barney Hendricks is interviewing web developers for his company. Over lunch, he tells you that his top candidate showed lots of enthusiasm when he first entered the office. “His tone and attitude really showed an interest in the job,” Barney said. “And he just looked confident and composed. Unlike some other candidates, he looked me right in the eye when he answered some tough questions.” Barney appears to be very impressed by this candidate’s

a)	transparency.
b)	speaking ability.
c)	proactivity.
d)	nonverbal communication skills.

ANS: D DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Evaluation

Daniel wants to improve his nonverbal communication skills. One relatively easy and effective way to do so is to

a)	practice speaking at home in front of the mirror.
b)	take a language immersion course to quickly learn a new language.
c)	put his speech on note card and then sit in a quiet place with few distractions and go over the notes until he has the main points memorized.
d)	use PowerPoint slides that include a lot of sound effects and animations.

ANS: A DIF: Moderate REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Comprehension

Active listening means the listener

a)	frequently interrupts the speaker with questions and comments.
b)	completely focuses on the speaker during the delivery of the message.
c)	only demonstrates good eye contact.
d)	empathizes with the speaker.

ANS: B DIF: Easy REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Comprehension

People normally think at the rate of _____ which is significantly _____ words per minute than they can listen.

a)	3,000 to 5,000 words per minute; more
b)	1,000 to 3,000 words per minute; more
c)	3,000 to 5,000 words per minute; less
d)	1,000 to 3,000 words per minute; less

ANS: B DIF: Easy REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Knowledge

People normally listen at the rate of about

a)	30 to 50 words per minute.
b)	125 to 250 words per minute.
c)	75 to 90 words per minute.
d)	220 to 250 words per minute.

ANS: B DIF: Moderate REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Knowledge

Listening is a critical factor, but many have a hard time completely engaging in active listening. The primary reason for this lack of engagement stems from

a)	regional dialects that make it difficult for people to understand what is being said, thus they start to daydream.
b)	work schedules are creating an environment in which people simply do not have the time to listen.
c)	text messaging has become more common than speaking on the telephone making reading the most important tool for communicating.
d)	the fact that people listen at a rate of 125 to 250 words per minute, but think at about 1,000 to 3,000 words per minute.

ANS: D DIF: Moderate REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Knowledge

One of the reasons people tend to have a hard time listening effectively is that they

a)	realize that listening just isn’t an effective way to obtain information.
b)	can think at a much faster rate than they can listen.
c)	are unable to process the information as fast as they receive it.
d)	aren’t willing to pay attention to the body language of the speaker.

ANS: B DIF: Moderate REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Analytic TOP: Active Listening: The Great Divider

KEY: Bloom’s Analysis

People tend to _____ people who have good listening skills.

a)	be resentful of
b)	be careful of what they say around
c)	tell more to
d)	make unrealistic demands on

ANS: C DIF: Challenging REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Active Listening: The Great Divider

KEY: Bloom’s Synthesis

An instructor tested her students’ _____ skills by telling one student a story about the Ford Motor Company and asking him to repeat the story quietly to the second student, so others could not hear. The second student then repeated it to a third student, and on and on. The last student repeated it in front of the entire class.

a)	active voice
b)	active listening
c)	passive listening
d)	passive voice

ANS: B DIF: Challenging REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Active Listening: The Great Divider

KEY: Bloom’s Evaluation

An instructor watched the reactions of various students while she lectured on a topic. One student was doodling, another was text messaging on his cell phone, and another looked as if she were making out her grocery list. Although frustrated by her observations, the instructor realized that these students have a hard time paying attention because

a)	today’s students actually multitask in a way that makes listening less important.
b)	there is a significant gap between the rate at which people listen and the rate at which they think.
c)	today’s student communicates digitally rather than verbally.
d)	students do not have to achieve active listening skills in order to earn good grades.

ANS: B DIF: Challenging REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Active Listening: The Great Divider

KEY: Bloom’s Synthesis

All of the following are strategies to improve your listening skills EXCEPT

a)	taking a few notes to aid in concentration and to communicate your interest to the speaker.
b)	making sure that you are as comfortable as possible before you begin listening.
c)	asking questions and providing verbal feedback to clarify points and create empathy.
d)	using your eyes as well as your ears and taking note of any discrepancy between the verbal message and nonverbal cues.

ANS: B DIF: Moderate REF: Page 72 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Comprehension

In order to improve her listening skills at work Victoria often

a)	begins speaking the moment the person stops.
b)	takes a few notes to help her concentrate.
c)	checks email to make sure she is not falling behind.
d)	interrupts the speaker to show that she is paying attention.

ANS: B DIF: Moderate REF: Page 72 OBJ: 5-2

NAT: BUSPROG: Communication TOP: Active Listening: The Great Divider

KEY: Bloom’s Comprehension

The richness of a communication channel refers to

a)	the amount of verbal and nonverbal information it can convey to recipients.
b)	the number of people it can reach at one time.
c)	how much it costs to provide the channel.
d)	how much the sender relies on that specific channel.

ANS: A DIF: Moderate REF: Pages 71-72 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Comprehension

A communication channel that allows recipients to receive not only the words in the message but also to hear the tone of voice and see the body language of the sender is said to be a

a)	rich channel.
b)	complex channel.
c)	dual medium channel.
d)	functionally advanced system.

ANS: A DIF: Moderate REF: Page 72 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Analysis

The proper choice of a communication channel depends mainly on

a)	preferences of the sender.
b)	preferences of the audience.
c)	the time of day when the message will be delivered.
d)	random factors that can’t be determined by the sender.

ANS: B DIF: Moderate REF: Page 72 OBJ: 5-3

NAT: BUSPROG: Communication TOP: Consider the Audience: It’s Not about You!

KEY: Bloom’s Comprehension

All of the following suggestions will normally improve the effectiveness of your communications EXCEPT

a)	using the passive voice extensively.
b)	being concise but not at the expense of completeness.
c)	avoiding bias.
d)	avoiding slang.

ANS: A DIF: Moderate REF: Pages 72-74 OBJ: 5-4

NAT: BUSPROG: Analytic

TOP: Pick the Right Words: Is That Car Pre-Loved or Just Plain Used?!

KEY: Bloom’s Analysis

In order to analyze the audience, the speaker would consider the

a)	expectations and availability of information.
b)	expectations, level of education, and professions of the audience members.
c)	location, date, and time of the meeting.
d)	physical environment, such as room size and temperature.

ANS: B DIF: Moderate REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Analyze Your Audience

KEY: Bloom’s Comprehension

Julie has spent the last few minutes rewriting a memo that she intends to send to all of the employees in her department. She wants to clarify the message by making it short and to the point. Julie’s goal is to

a)	avoid bias.
b)	enrich the communication channel by making each word count.
c)	make the message more passive in tone.
d)	be concise.

ANS: D DIF: Challenging REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Be Concise KEY: Bloom’s Evaluation

In business communications, conciseness

a)	should be avoided at all costs.
b)	is desirable, as long as it isn’t at the expense of completeness.
c)	has little to do with the effectiveness of the message.
d)	should be a goal when the message is intended for an unfamiliar audience, but tends to be ineffective when the message is intended for friends and coworkers.

ANS: B DIF: Moderate REF: Page 72 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Be Concise KEY: Bloom’s Knowledge

Suppose you are writing a letter applying for a job with a company, and you don’t know the name or gender of the vice president of human relations to whom you are writing. The best way to deal with this problem is to address the recipient as

a)	“Dear Sir.”
b)	“To Whom It May Concern.”
c)	“Dear Vice President of Human Relations.”
d)	“Hi!”

ANS: C DIF: Challenging REF: Page 73 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Avoid Bias KEY: Bloom’s Evaluation

Samantha hasn’t seen her business colleague in a few days and wanted to see if she was available for lunch today. What communication channel would require limited words and provide her with a relatively quick response?

a)	voice mail
b)	email
c)	texting
d)	telephone conversation

ANS: C DIF: Moderate REF: Page 73 OBJ: 5-2

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Application

A manager should use a(n) _______ communication channel to deliver an important message to many people at the same time and experience the immediate response of the listeners.

a)	voice mail
b)	memo
c)	in-person presentation
d)	instant message

ANS: C DIF: Moderate REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options

KEY: Bloom’s Comprehension

A(n) _____ is the communication channel with the highest level of channel richness and is used to deliver complex and individualized messages.

a)	in-person presentation
b)	face-to-face meeting
c)	instant message
d)	memo

ANS: B DIF: Moderate REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options

KEY: Bloom’s Comprehension

Which of the following communication channels has the lowest degree of channel richness?

a)	email
b)	an in-person presentation
c)	a face-to-face meeting
d)	a videoconference

ANS: A DIF: Moderate REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Comprehension

Jackson needs to communicate a detailed but uncontroversial message to a large number of employees. The best channel for this type of message is

a)	the telephone.
b)	a memo.
c)	an instant message.
d)	face-to-face meeting.

ANS: B DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Evaluation

Due to an economic slowdown, Dewey Decimal, the CEO of Library Limited is forced to make staff cuts. In order to deliver this information to the entire organization, Dewey should use the following communication channel

a)	instant message.
b)	voice mail.
c)	in-person presentation.
d)	email.

ANS: C DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Evaluation

Sol needs to tell Vinny something critical about their jewelry business that could mean the difference between being in business or going out of business today. Which channel of communication would be best?

a)	Vinny has no cell phone, so Sol decides to send him an email instead.
b)	Vinny has no cell phone and is illiterate as well, so Sol decides to leave him a voice mail message at his home.
c)	Vinny has no cell phone and is illiterate as well, so Sol decides to talk to him directly, face-to-face.
d)	Sol decides it would be best to send Tyrone to tell Vinny the situation, because Sol is too busy to break away.

ANS: C DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Evaluation

As President of Tiger Air Cargo, Inc., Mack Denaro needs to communicate complex messages to a variety of people located in multiple offices around the country—on a regular basis. The communication channel that should be used is

a)	instant messaging.
b)	voice mail.
c)	telephone conversation.
d)	videoconferencing.

ANS: D DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Evaluation

Due to declining sales, Ida Hayto will be forced to lay off three people working in the warehouse. She has asked for advice on how to go about delivering this difficult message to the three impacted employees. You suggest she use a(n) _____ since this method has a high level of channel richness.

a)	instant message
b)	voice mail
c)	face-to-face meeting
d)	telephone conversation

ANS: C DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Evaluation

_____ uses state-of-the-art equipment to provide people in a variety of locations the opportunity to participate interactively in a presentation, while providing a high degree of channel richness.

a)	Emailing
b)	Videoconferencing
c)	Blogging
d)	Instant messaging

ANS: B DIF: Easy REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Communication

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Knowledge

_____ refers to a negative preconception or prejudice directed toward a specific group.

a)	Bias
b)	Passive resistance
c)	Intercultural elitism
d)	Culturally embedded perception

ANS: A DIF: Easy REF: Page 73 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias KEY: Bloom’s Knowledge

In American culture, older people tend to experience _____ much more often than younger people, despite specific federal legislation outlawing this type of behavior.

a)	gender bias
b)	employment bias
c)	culture bias
d)	age bias

ANS: D DIF: Easy REF: Pages 73-74 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias KEY: Bloom’s Knowledge

In the United States _____ individuals tend to experience _____ more often than other age groups.

a)	younger; gender bias
b)	younger; “glass ceilings”
c)	older; preferential treatment
d)	older; age bias

ANS: D DIF: Moderate REF: Pages 73-74 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Avoid Bias

KEY: Bloom’s Comprehension

You can make your presentation or speech more concise and powerful by using

a)	a lot of jokes and anecdotes.
b)	active voice.
c)	passive voice.
d)	several first person examples.

ANS: B DIF: Easy REF: Pages 74-75 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Comprehension

When active voice is used in a sentence, the

a)	reader (or listener) is required to perform some specific task.
b)	speaker (or writer) is the subject of the sentence.
c)	subject of the sentence performs the action described by the verb.
d)	message has a direct impact on the audience.

ANS: C DIF: Easy REF: Pages 74-75 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Knowledge

Consider the following sentences
The baseball player caught the ball in midair.
The ball was caught in midair.

a)	Both sentences use the active voice.
b)	The first sentence is in the passive voice; the second sentence is in the active voice.
c)	Both sentences use the passive voice.
d)	The first sentence is in the active voice; the second sentence is in the passive voice.

ANS: D DIF: Challenging REF: Pages 74-75 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Evaluation

Which of the following is the best way to communicate information about a possible sale?

a)	Jerry waxed eloquent in a five-minute monologue about the benefits of 64-bit operating systems to an elderly lady who had come into the store looking for a way to print her digital pictures.
b)	“This car has 4 channel ABS, VSC, HID headlights, and almost 400 ponies under the bonnet,” said Jimbo.
c)	“HP makes the best printers out there; it’s a simple fact,” said Jimbo to the HP employee.
d)	“HP printers have been recommended by independent studies for reliability,” said Jimbo to the Epson employee.

ANS: D DIF: Challenging REF: Pages 74-75 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Synthesis

The training was completed just in time for the new software application. This statement is an example of

a)	noise.
b)	passive voice.
c)	dynamic delivery.
d)	subjunctive phrasing.

ANS: B DIF: Easy REF: Page 75 OBJ: 5-4

NAT: BUSPROG: Communication TOP: Use Active Voice Whenever Possible

KEY: Bloom’s Comprehension

Contemporary firms encourage employees to use email to communicate with fellow employees, suppliers, and customers. A key to delivering effective email messages is to

a)	make certain that the message always has a positive tone.
b)	always put the most unpleasant or controversial part of the message near the beginning.
c)	structure the message to take into account how the audience is likely to respond to the message.
d)	include no more than five words in the subject line.

ANS: C DIF: Moderate REF: Page 75 OBJ: 5-5

NAT: BUSPROG: Analytic

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Analysis

When deciding how to structure must-read messages, effective writers begin by thinking about

a)	a good way to inject humor into the subject.
b)	the needs of the audience.
c)	specific examples that can illustrate the main point.
d)	the basic rules of grammar.

ANS: B DIF: Moderate REF: Page 75 OBJ: 5-5

NAT: BUSPROG: Communication

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Comprehension

A department head plans to send a memo to the employees in her department outlining some changes in the company’s personnel policies. She believes that most employees will view the changes in a very favorable light. Given this perception, she should

a)	describe the policy changes at the beginning of the memo.
b)	devote the first few paragraphs to a detailed discussion of the rationale for the new policies before actually describing them.
c)	include other more controversial topics in the same memo, because the good news about personnel policies will put the employees in a better mood to deal with such issues.
d)	take full credit for the changes, even though they were actually developed by human resource managers.

ANS: A DIF: Challenging REF: Page 75 OBJ: 5-5

NAT: BUSPROG: Reflective Thinking

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Evaluation

Duc needs to send an email to his supervisor entailing all the ways he has implemented new corporate strategy with his team. Which would you advise him to use?

a)	Dear Kenny: We had a good rollout of strategy here last week; including cust serv and listening skills. The only one who needs work is Amanda, boy is she got problems with people!
b)	Kenneth: New corporate strategy, including customer service initiatives, has been successfully rolled out. I have some observations and suggestions: 1. It was difficult for our agents to learn the material as presented. Maybe we could modify the classes for a more hands-on approach. 2. Interpersonal communications skills need to be taught in a refresher course. Our losses could be mitigated in this way. I look forward to hearing your input, and look forward to working with you as we move forward together. Sincerely, Duc
c)	Kenneth: New corporate strategy, including customer service initiatives, has been successfully rolled out. I have some observations and suggestions: 1. It was difficult for our agents to learn the material as presented. Maybe we could modify the classes for a more hands-on approach. 2. Interpersonal communication skills need to be taught in a refresher course. Losses could be mitigated in this way. Duc
d)	Kenneth: New corporate strategy including customer service initiatives has been successfully rolled out; I have some observations and suggestions: 1. It was difficult for our agents to learn the material as presented, maybe we could modify the classes for a more hands-on approach. 2. Interpersonal communications skills need to be taught in a refresher course, our losses could be mitigated in this way. I look forward to hearing your input, and look forward to working with you as we move forward together. Sincerely, Duc

ANS: B DIF: Challenging REF: Pages 75-76 OBJ: 5-5

NAT: BUSPROG: Reflective Thinking

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Synthesis

Which is the best choice for Jen as she posts a Facebook status on her small business page?

a)	They’re selling great now!
b)	The new bumper sticker rollout is a success: 1) Sales are above projections. 2) Customer response indicates a new demographic has been pierced. 3) Revenues will be reinvested. Many thanks to our team of supporters!
c)	The new bumper sticker rollout is a success because sales are above projections, customer response indicates a new demographic has been pierced, and revenues will be reinvested, so many thanks to our team of supporters!
d)	We are rocking their faces off and making their ears bleed with good sales! Yay!

ANS: B DIF: Challenging REF: Pages 75-76 OBJ: 5-5

NAT: BUSPROG: Reflective Thinking

TOP: Write High-Impact Messages: Breaking through the Clutter

KEY: Bloom’s Evaluation

One characteristic of good business writing is that it

a)	uses the active voice.
b)	avoids contractions whenever possible.
c)	never uses personal pronouns.
d)	never ends a sentence with a preposition.

ANS: A DIF: Easy REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Communication TOP: Strike the Right Tone

KEY: Bloom’s Comprehension

Good business writing flows naturally like spoken language. To strike the right tone for any message it is important that you

a)	avoid contractions such as I’ll or don’t.
b)	use an active voice.
c)	avoid using common words.
d)	use technical jargon to convey superior knowledge.

ANS: B DIF: Moderate REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Analytic TOP: Strike the Right Tone

KEY: Bloom’s Analysis

Katy wants to improve her business writing skills and is looking for a way to determine the appropriate tone for her messages. Which of the following suggestions represents the best advice?

a)	Keep the tone highly formal and structured to convey that the message is important. After all, business issues must be taken seriously.
b)	Incorporate a lot of slang and colorful language into your message. This enlivens and enriches the message and makes it stand out from more stilted writing styles.
c)	Imagine you are speaking to the recipient of the message, and let your writing style flow like a natural conversation.
d)	Keep your tone neutral, and use the passive voice. This keeps the message from offending or antagonizing the recipient, thus ensuring it will receive serious consideration.

ANS: C DIF: Moderate REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Communication TOP: Strike the Right Tone

KEY: Bloom’s Comprehension

_____ often undermine(s) the author’s credibility and distract(s) the reader from the intended written message.

a)	Use of contractions
b)	Grammatical errors
c)	Use of personal pronouns
d)	Using simple, everyday language

ANS: B DIF: Easy REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Communication TOP: Don’t Make Grammar Goofs

KEY: Bloom’s Knowledge

In business communications, ending sentences with prepositions is

a)	still considered an error by most writing experts and should be avoided, except when the message is considered to be very informal.
b)	no longer considered a true grammatical error but should be avoided because it makes writing seem awkward and stilted.
c)	now considered acceptable if doing so sounds natural and doesn’t involve excess words.
d)	one of the most serious grammatical errors you can make and can be very distracting to the reader.

ANS: C DIF: Moderate REF: Page 76 OBJ: 5-5

NAT: BUSPROG: Communication TOP: Don’t Make Grammar Goofs

KEY: Bloom’s Comprehension

In late 2007, Boeing announced that its 787 Dreamliner, scheduled to be delivered to several airlines by early 2008, would be delayed due to problems at various critical points in the project. The project director wanted to distribute a detailed memo to all members of the project team outlining how to correct each of these problems. One way the director could convey the memo’s key points more effectively would be to

a)	use the passive voice.
b)	keep the memo concise; the ideal length should be no more than one page.
c)	avoid the use of bulleted lists.
d)	include headings to identify each major section of the memo.

ANS: D DIF: Challenging REF: Page 77 OBJ: 5-5

NAT: BUSPROG: Reflective Thinking

TOP: Using Headings and Bulleted Lists Wherever Appropriate

KEY: Bloom’s Synthesis

According to the Book of Lists, public speaking ranks _____ on the list of things people fear the most.

a)	first
b)	second
c)	fifth
d)	tenth

ANS: A DIF: Easy REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Communication

TOP: Create and Deliver Successful Verbal Presentations: Hook ‘Em and Reel ‘Em In!

KEY: Bloom’s Knowledge

When delivering a presentation, it is critical to grab the attention of the audience in the beginning with a hook. Which of the following is NOT an effective hook?

a)	telling a compelling story
b)	using an inappropriate joke to startle the audience
c)	engaging the audience with a question
d)	starting the presentation with an interesting statistics

ANS: B DIF: Easy REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Opening KEY: Bloom’s Comprehension

The number of key ideas covered in a presentation should be

a)	based on the material.
b)	at least five, but no more than eight.
c)	as many as the speaker can cover (without rushing) in the time provided.
d)	two to four, and three are ideal.

ANS: D DIF: Easy REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Body KEY: Bloom’s Comprehension

One of the most common mistakes made when delivering a presentation is to

a)	include too many key ideas in the body of the presentation.
b)	use a combination of visual and oral presentation techniques.
c)	pick a friendly face or two in the audience, and imagine yourself speaking only to those people.
d)	go too easy on the special effects.

ANS: A DIF: Moderate REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Body KEY: Bloom’s Knowledge

One way to make PowerPoint presentations more effective is to

a)	use pictures and graphics to emphasize key points.
b)	use a lot of animation and sound effects, because these break up the monotony of the presentation.
c)	stick closely to the material actually included on each slide, because providing additional examples or more detailed explanations is likely to distract or confuse the audience.
d)	keep the number of slides to a minimum by combining 8-10 related points on each slide when possible.

ANS: A DIF: Easy REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

When making a PowerPoint presentation, “less is more” is good advice when it comes to

a)	keeping the number of pictures and graphics to a minimum, so they don’t distract from the key points on each slide.
b)	avoiding the temptation to give examples beyond those provided on the slides.
c)	keeping the size of the audience relatively small.
d)	limiting the amount of material you include on each slide.

ANS: D DIF: Moderate REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Visual Aids KEY: Bloom’s Comprehension

Google Presentations software is a alternative application for storing information. One of key benefits of Google Presentations is

a)	the ability to keep the information safe from hackers.
b)	the PowerPoint feature that allows you to make charts.
c)	that nothing can interfere with your ability to access the saved information.
d)	less capital and fewer printouts means less waste..

ANS: D DIF: Moderate REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Analytic TOP: Google Presentations

KEY: Bloom’s Analysis

All of the following are ways to mitigate speech anxiety EXCEPT

a)	take a sip of water.
b)	take slow, deep breaths.
c)	pick a spot on the wall and look at it.
d)	pick a friendly face in the audience to speak to.

ANS: C DIF: Easy REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Handling Nerves

KEY: Bloom’s Knowledge

__________ mean(s) presenting a message in a vibrant way that is compelling to the audience.

a)	Communication channels
b)	Noise
c)	Dynamic delivery
d)	Passive voice

ANS: C DIF: Easy REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Delivery KEY: Bloom’s Comprehension

A key to dynamic delivery is to

a)	memorize the material.
b)	choose a topic you’re familiar with, then relax and just wing it.
c)	vary your voice, expressions, and body language.
d)	interject a lot of jokes and humorous stories into the presentation—and don’t be afraid to make fun of yourself as you do it.

ANS: C DIF: Moderate REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Delivery KEY: Bloom’s Comprehension

If you encounter a hostile questioner, while giving a presentation, you should avoid

a)	reestablishing eye contact once you answered the question.
b)	pausing before answering.
c)	using body language that implies you are done interacting with the questioner.
d)	saying, “we agree to disagree.”

ANS: A DIF: Moderate REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Communication TOP: Handling Hostility

KEY: Bloom’s Comprehension

Millie Martin is giving a presentation at a customer service seminar and wants to grab her audience’s attention. One effective way for her to open the presentation is to

a)	make a joke about someone in the audience.
b)	walk out wearing a funny outfit.
c)	ask a relevant question such as, “How many of you have spent far too long waiting in line to return a defective product?”
d)	maintain continuous eye contact with members of the audience during the first five minutes of her talk.

ANS: C DIF: Challenging REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Opening KEY: Bloom’s Evaluation

John is planning a presentation and has decided to organize it around six key ideas. This approach

a)	is likely to work very well since dividing the main presentation into several distinct key ideas helps maintain the audience’s interest.
b)	is a good approach, but he should try to come up with more than six ideas.
c)	includes too many ideas, since most people can’t absorb more than two to four main points in a single presentation.
d)	is likely to be very effective as long as he includes at least four slides for each key idea.

ANS: C DIF: Challenging REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Body KEY: Bloom’s Evaluation

Swim Club advocate Laticia Featherly has been asked to testify at the local school board meeting next week in support of continuing her club’s partnership with the district to provide extracurricular recreational activities for students. The board has indicated that she can have up to 10 minutes to make her case. In preparing her speech, she should remember that it is a good idea to

a)	provide as many key points as possible in 10 minutes, because one of those points may resonate with one or more board members.
b)	maintain steady eye contact with the chairperson of the school board.
c)	plan for her presentation to last about 15 minutes, because it is better to have too much material than to have too little.
d)	limit her presentation to three or four key points, so they will be memorable to the listeners.

ANS: D DIF: Challenging REF: Page 78 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Body KEY: Bloom’s Synthesis

During a presentation, it is usually a good idea to summarize the key points

a)	just before launching into the body of the presentation and then once again during the closing segment of the presentation.
b)	only at the opening of the presentation.
c)	at least three times during the body of the presentation in order to make sure the audience stays focused on the key ideas.
d)	only at the close of the presentation.

ANS: A DIF: Challenging REF: Pages 78-79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Body KEY: Bloom’s Evaluation

Which presentation is the most advisable?

a)	Allan gave a brilliant speech on tractor parts to a technically savvy audience. He used a multimedia slide show and his presentation had fifteen main points.
b)	Allan let his audience decide whether or not questions would be asked during his presentation as a matter of deference to them.
c)	Allan’s presentation was bookended with a close that referred back to his open.
d)	Allan’s presentation was progressive; the open posed a question that produced further questions at the close for critical thinking. He told the audience to take copious notes.

ANS: C DIF: Challenging REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Close KEY: Bloom’s Evaluation

At the beginning of her presentation, Delaney told the audience she would answer questions at the end of her delivery. Jim arrived late and began asking questions during Delaney’s presentation. What should Delaney do?

a)	Answer his questions immediately in order to minimize the distraction.
b)	Ignore Jim and refuse to acknowledge his questions.
c)	Announce to the audience that she has changed her mind and will now deal with questions during the presentation.
d)	Advise Jim and remind the audience that all questions will be addressed at the end.

ANS: D DIF: Challenging REF: Page 79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Questions KEY: Bloom’s Synthesis

Andrew Beck has a great idea for new accounting software that will enhance efficiency in his company’s operation. His manager has asked him to present his ideas to the entire department. Andrew is excited about the opportunity. He is also a little nervous because he has never given a presentation. Which of the following comments would help Andrew the most?

a)	Relax and just wing it. The worst mistake you can make is to practice too much.
b)	A little nervousness before a presentation can actually be a good thing because the adrenaline it generates can help you think faster and focus more completely.
c)	Avoid making eye contact with individuals in the audience during the presentation, since that can make you more self-conscious. Instead, focus on an inanimate object near the rear of the audience.
d)	Make sure you have memorized your speech and stick to it. If you are thoroughly prepared, you can easily overcome your nerves.

ANS: B DIF: Challenging REF: Pages 79-80 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Handling Nerves

KEY: Bloom’s Synthesis

Larry has been tasked with presenting a small demonstration on the company’s blender to a diverse focus group, tallying the results of their feedback in a questionnaire. He wants to interject a bit of levity into the presentation to give it a little spark. What should he do?

a)	Talk to old Uncle Har about some jokes he and his buddies would share down at the local bar.
b)	He should think of a funny situation that happened to him personally at work, and share it in a self-deprecating way that feels natural.
c)	Fire off the middle digit salute to everyone as a joke when he first enters the room.
d)	He should point out that Japanese workers are smarter than European workers, by and large, and then laugh loudly to signal nonverbally that it is okay for everyone to laugh.

ANS: B DIF: Challenging REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Incorporating Humor

KEY: Bloom’s Synthesis

Which of the following tips for dynamic delivery was so important, it was listed twice?

a)	practice
b)	talk quickly to keep the audience’s attention
c)	vary your voice, facial expressions, and body language
d)	eye contact with the audience at least 80 percent of the time is imperative

ANS: A DIF: Challenging REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Delivery KEY: Bloom’s Evaluation

ESSAY

Define and explain effective communication. Why is it important in the business environment?

ANS:

While communication is the transmission of information between a sender and a receiver, effective communication only happens when you transmit meaning—relevant meaning—to your audience. Communication must be dynamic, fluid, and two-way, which includes listening. Seeking and understanding feedback from your audience—and responding appropriately—forms the core of successful business communication.

An example of effective communication’s importance to a business is how skillful communicators develop deeper, more trusting relationships with their colleagues. Those relationships in turn allow them to have greater influence on the people around them. Good communicators identify and surmount communication barriers that stand between them and their audience. The result: greater long-term success in every aspect of business.

DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Excellent Communication Skills: Your Invisible Advantage

KEY: Bloom’s Synthesis

Define noise, and describe how it impacts business communications.

ANS:

Noise is any interference that causes the message you send to be different from the message your audience understands. Some experts define noise in terms of communication barriers, which arise in a number of different forms.

Physical barriers: These can range from a document that looks like a wall-of-type, to a room that’s freezing cold, to chairs in your office that force your visitors to sit at a lower level than you.

Language barriers: Clearly, if you don’t speak the language, you’ll have trouble communicating. But even among people who do share the same language, slang, jargon, and regional accents can interfere with meaning.

Body language barriers: Even if your words are inviting, the wrong body language can alienate and distract your audience so completely that they simply won’t absorb the content of your message.

Perceptual barriers: How your audience perceives you and your agenda can create a significant obstacle to effective communication. If possible, explore their perceptions—both positive and negative—in advance!

Organizational barriers: Some companies have built-in barriers to effective communication, such as an unspoken rule that the big guys don’t talk to the little guys. These barriers are important to understand, but hard to change.

Cultural barriers: These can include how you greet colleagues, establish eye contact, handle disagreement, eat business meals, and make small talk at meetings. As globalization gains speed, intercultural communication will become increasingly pivotal to long-term business success.

DIF: Challenging REF: Page 69 OBJ: 5-1

NAT: BUSPROG: Reflective Thinking

TOP: Communication Barriers: “That’s Not What I Meant!” KEY: Bloom’s Synthesis

What is nonverbal communication? List and define the four types of nonverbal communication.

ANS:

The goal of nonverbal communication should be to reinforce the meaning of your message. Random facial expressions and disconnected body language—arbitrary arm thrusts, for example—are at best distracting, and at worst clownish. But strong, deliberate nonverbal communication can dramatically magnify the impact of your messages. Here are a few observations (but keep in mind that these do not necessarily translate from culture to culture):

Eye Contact: Within American culture, sustained eye contact (different from a constant cold stare) indicates integrity, trust, and respectful attention, whether you’re communicating with a subordinate, a superior, or a peer.

Tone of Voice: Variation is the key to effectiveness, since paying attention to a monotone takes more concentration than most people are willing to muster. Also, even when you’re angry or frustrated, try to keep your voice in a lower pitch to encourage listeners to stay with your message.

Facial Expressions: People vary widely in terms of how much emotion they show on their faces, but virtually everyone communicates, whether or not they know it, through a wide range of expressions that include shy smiles, focused frowns, clenched jaws, squinted eyes, and furrowed brows.

Gestures and Posture: Leaning forward can indicate interest, shrugging can suggest a lack of authority, and fidgeting can imply either impatience or nervousness. To increase the power of your message, both your gestures and your posture should be confident, open, and coherent.

DIF: Challenging REF: Page 70 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking

TOP: Nonverbal Communication: Beyond the Words

KEY: Bloom’s Synthesis

Define active listening. What role does active listening play in an organization?

ANS:

Active listening is the attentive listening that occurs when the listener focuses his or her complete attention on the speaker.

Active listening plays an obvious role in business success. Statistics collected on active listeners correlate the level of one’s rank in the chain of command of an organization and the amount of active listening that occurs. Hourly employees may spend 30 percent of their time listening, while managers often spend 60 percent, and executives might spend 75 percent or more. Interestingly, top salespeople also tend to spend about 75 percent of their communication time listening.

When you listen, try to make yourself pay closer attention to the speaker. You’ll find that people tend to tell more to those who listen better, so if you polish your listening skills, you’re also likely to buff up the quality of what you know and when you know it.

DIF: Challenging REF: Page 71 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Active Listening: The Great Divider

KEY: Bloom’s Synthesis

Describe and list three DO’s and DON’Ts of listening. Explain the impact of listening on effective business communications.

ANS:

Listening DO’s

Listening DON’Ts

Use your extra mental capacity to summarize (to yourself!) what the speaker is saying. Ask yourself: Why does this matter? What’s the key point?

Don’t even glance at your emails or text messages. You won’t fool anyone with those surreptitious peeks.

Take a few notes. It will not only help you concentrate but also communicate to the speaker that his or her thoughts really matter.

Don’t begin speaking the moment the person stops talking. Take a brief pause to indicate that you’re absorbing the message.

Listen with both your ears and your eyes. Notice any inconsistency between the speaker’s words and body language.

Don’t get overly comfortable. If your body is too relaxed, your mind may wander more easily.

Use nonverbal communication—nods, smiles, leaning forward—to indicate interest in the speaker.

Don’t pick up your phone—or even look at your phone—when you’re listening. And whenever it’s practical, set your cell phone to vibrate when others are speaking.

Use verbal feedback and questions to indicate understanding and empathy: “So you’re saying that…”, or “Why do you think that?”

Don’t interrupt or finish other people’s sentences. There are few better ways to cut off future communication.

Strong listening skills—active listening—play an obvious role in business success. The higher you go in an organization, the more you find that people are listening. Hourly employees may spend 30 percent of their time listening, while managers often spend 60 percent, and executives might spend 75 percent or more. Interestingly, top salespeople also tend to spend about 75 percent of their communication time listening.

DIF: Challenging REF: Page 72 OBJ: 5-2

NAT: BUSPROG: Reflective Thinking TOP: Active Listening: The Great Divider

KEY: Bloom’s Evaluation

What are communication channels, and what determines which one you select to carry your message?

ANS:

Communication channels refer to all the different ways that you can send a message. These include letter writing, emails, text messaging, voice mail, telephone conversations, videoconferencing, in-person presentations, and face-to-face meetings and any other way information is shared. Figuring out the right way to send a message can be a daunting challenge, especially in light of the growing number of choices. Understanding the impact of each channel will help you make the best decision regarding which one to use.

Communication channels differ significantly in terms of richness, which is the amount of information they offer the audience. The spectrum ranges from written communication at the low end to face-to-face meetings at the high end. The best choice depends on your objective, your message, and your audience.

DIF: Challenging REF: Pages 71-73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Synthesis

Define the term audience, and explain why it is important to business communicators.

ANS:

Audience is the receiver of a message transmitted from the sender. If business communicators have not managed to transmit relevant meaning to their audience, then their attempts to communicate have failed. The communicators most likely to succeed in this endeavor must have a clear picture and understanding of their audience as they choose a communication channel and compose their message.

Clearly, the needs and expectations of your audience play a crucial role in your choice of communication channel. Even if the recipient’s preferences seem absurd, remember that your first priority is to communicate your message. If you send it through a channel that the audience doesn’t expect or understand or like, you’ve crippled your chance for successful communication.

Analysis and consideration of your audience should also be a top priority after you choose your channel. Meeting the needs of your audience will give you a crucial edge in developing a message that works.

To find the right words as you compose a message, begin by analyzing your audience in order to understand its needs. Consider:

Expectations. What kind language do most people use in the organization? Is it formal or informal? Direct or roundabout? Should you differ from the norm? Why or why not?
Education: The education level of the audience should drive the level of vocabulary and the complexity of the message.
Profession: Some professions (e.g., Web site development) are rife with jargon and acronyms. How should this impact your message?

DIF: Challenging REF: Page 72 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking TOP: Consider the Audience: It’s Not about You!

KEY: Bloom’s Synthesis

List three communication channels, the level of richness for each, and explain when it is appropriate to use each one.

ANS:

Communication Channel

Channel Richness

When should you use this channel?

Memos/Reports

Very low: Your audience won’t gain any information from your tone or your body language.

· When your content is uncontroversial.

· When you must reach a number of people with the same message.

· When you must communicate lengthy or detailed information.

Very low: Here, too, your audience learns nothing beyond your words themselves.

· When your content is uncontroversial.

· When you must reach a number of people with the same message.

Instant Message/Texting

Very low: This is due to the fact that so many of us IM or text with as few words as possible, your audience will pick up only the basics.

· When your content is uncontroversial.

· When you want a quick response regarding relatively simple issues.

· When you know that your audience won’t be annoyed by it.

Voice Mail

Low: Your audience has the benefit of hearing your tone but not seeing your body language.

· When your content is uncontroversial.

· When you don’t need a record of your message (but don’t forget that the recipient can easily save or forward your voice mail).

Telephone Conversation

Moderate: Your audience benefits from hearing your tone and how it changes through the call.

· When you have time urgency in terms of either delivering your message or getting a response.

· When your content is more personal or controversial.

· When you need or want a spontaneous, dynamic dialogue with the recipient.

Videoconferencing

High: Especially with state-of-the-art equipment, the channel conveys much of the richness of actually being there.

· When you need to reach multiple people with complex or high-priority content.

· When you need or want a spontaneous, dynamic dialogue with an audience that you cannot reach in person.

In-Person Presentation

High: Your audience directly experiences every element of your communication: from verbal content, to tone, to body language.

· When you need to reach a large audience with an important message.

· When you need or want to experience the immediate response of your audience.

Face-to-Face Meeting

Very high: Your audience experiences your full message even more directly.

· When your message is personal, emotional, complex, or high-priority (but if the recipient might be volatile, you should consider using a less-immediate channel).

· When you need or want instant feedback from your audience.

Students can choose any three from the communication channels listed above.

DIF: Challenging REF: Page 73 OBJ: 5-3

NAT: BUSPROG: Reflective Thinking

TOP: Choose the Right Channel: A Rich Array of Options KEY: Bloom’s Synthesis

How do you pick the words that will encourage your audience to pay attention long enough to absorb your intended message?

ANS:

Analyze Your Audience: First of all, begin with the needs of your audience. Determine their expectations, their educational level, and their profession.

Be Concise: Avoid excessive wordiness. Stay focused and to the point. But don’t be so concise that you leave out important information.

Avoid Slang: Unless you’re absolutely certain that your audience will understand and appreciate it, do not use slang in either written or verbal communication. The risk of unintentionally alienating yourself from your audience is simply too high.

Avoid Bias: Intentionally or unintentionally, words can communicate biases that can interfere with your message, alienate your audience, and call your own character into question. As a result, you will be less effective in achieving the immediate goals of your communication (and possibly any future communication as well).

DIF: Challenging REF: Pages 72-73 OBJ: 5-4

NAT: BUSPROG: Reflective Thinking

TOP: Pick the Right Words: Is That Car Pre-Loved or Just Plain Used?!

KEY: Bloom’s Synthesis

What are the elements of a successful oral presentation? Define and describe each element in relation to how the speaker engages his or her audience.

ANS:

Students answer will vary but should include the basic elements of opening, body, closing, and a forum for questions.

Opening: The opening of your presentation gives you a chance to grab the attention of the audience. If your opening hooks them, you’ve boosted the likelihood that you will hold their attention throughout the presentation. But developing that hook can be a challenge. Some suggestions:

An Interesting or Startling Statistic: In a presentation regarding a risk management program, you could open by sharing that “your odds of being killed in a plane crash are about 1 in 25 million, while your odds of being killed falling out of bed are about 1 in
2 million. What does this mean for us?”

Audience Involvement: Pulling the audience into your opening can be very effective. For instance, in a presentation for a clothing company: “Imagine yourself with me at 11 p.m. on a Friday night, standing in line for admission to the hottest club in New York. As we inch forward, we suddenly realize that every other woman in line is wearing…”

A Compelling Story or Anecdote: This approach works best when it’s completely genuine, using specific details that are directly relevant to the audience. For instance, in a presentation about employee benefits, you might want to share the story of a colleague who beat cancer by using the company’s innovative health care program.

A Relevant Simile or Metaphor: Patricia Fripp, an award-winning keynote speaker, shares a simile that worked well to open a presentation for a colleague: “Being a scientist is like doing a jigsaw puzzle in a snowstorm at night…you don’t have all the pieces…and you don’t have the picture to work from.”

Engaging Questions: In a presentation about customer service, you could open by asking: “How many of you have spent far too long waiting on hold for customer service that was finally delivered by a surly agent who clearly knew nothing about your question?”

Body: The most common presentation mistake is to include too many key ideas in the body of your presentation. Audiences simply cannot absorb more than two to four main points, and three are ideal. Specific examples and vivid comparisons will illustrate your points and bring them to life, while trusted sources, specific data, and expert quotations will increase your credibility and persuasiveness. Regardless of the length of your presentation, be sure to use clear transitions as you move from point to point.

Just before launching into the body of your presentation, you should tell the audience your key points, ideally with visual reinforcement. Then as you move to each new point, you can refer to the blueprint that you established up front. A clear, explicit structure will help the audience track with you as you move through your material.

Close: Ideally, the close of your presentation will summarize your key points. Then circle back to your introduction, so that the beginning and the end serve as “bookends” for the body of your presentation. For instance, if you began by asking questions, end by answering them. If you began with an anecdote, end by referring to the same story. As an alternative (or maybe an addition), consider sharing a quotation or a bit of humor relevant to your content.

Also, keep in mind that you should verbally signal to your audience that you are about to conclude. Once you do so—by saying “in summary,” for instance—be sure that you actually do conclude. Nothing alienates an audience more quickly than launching into another point after you’ve told them you’re finished! Your body language will support your conclusion if you turn off your projector and move toward the audience to answer questions. And even if you aren’t so eager to field questions, try to paste a receptive look on your face—it’ll increase your credibility and set a positive tone for the Q&A session.

Questions: At the start of your presentation, decide whether you want to handle questions throughout your talk or save them for the end. Tell your audience your preference up front; most of the time, they will respect it. But if you do receive unwanted questions in the middle of your presentation, don’t ignore them. Simply remind the questioner that you’ll leave plenty of time for Q&A at the end.

DIF: Challenging REF: Pages 78-79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking

TOP: Create and Deliver Successful Verbal Presentations: Hook ‘Em and Reel ‘Em In!

KEY: Bloom’s Synthesis

You have been asked to speak to your high school’s senior class about how and why you chose your college/university. What are the basic elements of a successful oral presentation to this group? Define and describe each element you will use, including your preparation, use of visual aids, and any methods employed to generate audience participation.

ANS:

Students answers will vary but should include: the steps they used to analyze the audience and to structure the presentation (opening, body, closing, question and answer forum) as well as how they could use visual aids to enhance audience participation and engagement.

Students should also talk specifically about the decision-making process that resulted in the choice of their college/university. They should detail the benefits of attending their particular institution.

DIF: Challenging REF: Pages 78-79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking

TOP: Create and Deliver Successful Verbal Presentations: Hook ‘Em and Reel ‘Em In!

KEY: Bloom’s Synthesis

Select a topic that you would like to give a presentation on, such as a subject you learned about at school, a musical genre, a sport that you like, or a profession you are considering. Explain what you would include in the opening, body, and close of your presentation and the strategies you would use to make each of these parts successful. Provide examples.

ANS:

Listed below are the three sections of a verbal presentation, followed by successful strategies for each section. Student examples will vary.

Opening – The opening is the “hook.” Gaining the audience’s attention during the opening will increase your chances of holding their attention throughout the presentation. Suggested openers are:

Interesting or startling statistics about your subject. Example: “Did you know that it takes four times the dollars to attract a new customer than it does to retain an old customer?”

Audience involvement by pulling the audience into the presentation. Example: “Imagine that the fire alarm just sounded, and we are all racing to the entrance of the auditorium….”

Start with a compelling story or anecdote. Example: “As I walked through Bloomingdale’s the other day on my way to the shirt department, I noticed a sales associate clenching his chest. My immediate response was to….”

Begin with a relevant simile or metaphor. Example: “Viewing Rosie, the greyhound, race across the pasture is like watching the smooth and synchronized pattern of a well-oiled machine.”

Open with an engaging question. Example: “How many of you have wished that you had an extra three hours in your day?”

Body – The body of your presentation contains the details. Ideally, it is important to limit the details in this section to three key points. At the beginning of the body, it is appropriate to summarize the key points that you will discuss. Take time to transition smoothly between these points.

Close – The closing should begin with a verbal signal that you are ending the presentation. An example would be: “in summary” or “in closing.” Summarize your key points. Refer back to the opening, and connect it to the closing. You may enhance the closing by sharing yet another quotation or anecdote.

DIF: Challenging REF: Pages 78-79 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking

TOP: Create and Deliver Successful Verbal Presentations: Hook ‘Em and Reel ‘Em In!

KEY: Bloom’s Synthesis

What are some ways you could handle a hostile questioner?

ANS:

Stay calm and professional. Right or wrong, the hostile questioner has won if you get defensive or nervous.

Don’t be afraid to pause before your answer to gather your thoughts and allow the hostility to diffuse.

Once you’ve answered the question, don’t reestablish eye contact with the questioner. Doing so would suggest that you are seeking approval for your response, which only invites further hostile follow-up.

Agree to disagree if the questioner insists on following-up. Example: “Sounds like we have two different points of view on this complex issue.”

Use body language to reinforce that you are done interacting with the questioner. Take a couple of steps away, and ask another part of the group if they have any questions.

DIF: Challenging REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Handling Hostility

KEY: Bloom’s Evaluation

You have been assigned to give an oral presentation for your business class. This is the first time you have ever spoken before a group and are extremely nervous. What are some ways you could mitigate your speak anxiety?

ANS:

Send yourself positive messages; visualize success.

Take ten slow, deep breaths using the yoga approach of breathing in through your nose and out through your mouth.

Take a sip of water. It will loosen the throat muscle to keep your voice from shaking and give you a chance to pause.

Pick a friendly face or two in the audience and imagine yourself only speaking to them.

Remind yourself that the audience wants you to succeed. Focus on their needs rather than your nerves.

If possible, have a handful of one-on-one conversations with the audience members before your presentation.

DIF: Challenging REF: Page 80 OBJ: 5-6

NAT: BUSPROG: Reflective Thinking TOP: Handling Nerves

KEY: Bloom’s Evaluation

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BUSN 5 5th Edition by Marcella Kelly - Test Bank

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