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Business & Professional Communication, 1e (Floyd)Chapter 1 Communicating for Professional Success1) Communication can most usefully be understood as a(n)A) innate human ability.B) art form for which a chosen few possess raw talent.C) skill acquired gradually through practice.D) blunt tool that will always fail to accomplish its goal.E) task that can be accomplished only in written rather than verbal form.?Answer: CExplanation: We communicate every day of our lives, so it can be easy to think of communication as a natural, intuitive ability.?The truth is that it is a skill, one we must learn and practice in order to master.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation2) One reason we communicate is to strengthen our bond with people close to us?or, in other words, to serve our ________ needs.A) relationalB) identityC) informationalD) instrumentalE) transactionalAnswer: AExplanation: Communication helps us meet relational needs, which are our needs to form and maintain relationships, both personal and professional.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation3) When Donovan is with his friends, he uses slang and other informal language. While at work, he uses more professional, formal language. In this sense, Donovan is using language to meet his ________ needs.A) relationalB) identityC) informationalD) instrumentalE) transactionalAnswer: BExplanation: When we use language to shape the way we portray ourselves to others, we are using it to meet our identity needs.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation4) When Carla asks questions at the end of her job interview to get a better sense of the workplace culture, she is using communication to fill her ________ needs.A) relationalB) identityC) informationalD) instrumentalE) transactionalAnswer: CExplanation: When we use communication to?ask questions, gather information, and share knowledge with the people around us, we are using it to meet our informational needs.Difficulty: 2 MediumTopic: Categories of Business CommunicationLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation5) Rafael, an assistant urban planner, consults with many stakeholders about a proposed development project in the downtown area. This communication is driven by his ________ needs.A) relationalB) identityC) fundamentalD) instrumentalE) transactionalAnswer: DExplanation: Communication is essential to getting things done and achieving both our short-term and long-term goals. Very often our communication is instrumental, serving our practical, everyday needs.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation6) At a strategy meeting, Juan's boss tells everyone not to discuss the strategy with clients until it has been approved by the chief marketing officer. This is an example of a(n) ________ rule.A) implicitB) abstractC) nonverbalD) explicitE) dimensionalAnswer: DExplanation: Rules that have been clearly articulated as direct expectations for communicative behavior are called explicit rules.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation7) Unspoken rules about communication behavior, such as knowing not to bother your boss while she has her office door closed, are known asA) elective affinities.B) implicit rules.C) public ordinances.D) corrective behaviors.E) explicit rules.Answer: BExplanation: Rules that almost everyone in a certain social group knows and follows, even though no one has formally expressed them, are called implicit rules.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation8) Which of the following is an example of verbal communication?A) David nods his head to indicate that he would like a slice of pizza.B) Edna smiles to show her employee that she is pleased with how the client meeting went.C) Bernice writes an email to the office manager to request new chairs.D) Samuel looks his interviewer in the eye to project confidence and reliability.E) Sharice wears a suit to a formal business dinner to appear professional.?Answer: CExplanation: When we hear the term verbal, we usually think specifically of the words we speak to others. Spoken language is indeed a key aspect of verbal communication, but so are words that we write, text, or express through sign language. Anytime we use words to get our point across, we're engaged in verbal communication.Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation9) The building blocks of language areA) ideas.B) facial expressions.C) words.D) sounds.E) gestures.Answer: CExplanation: Words are the building blocks of language, a structured system of symbols used for communicating meaning.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation10) At the end of a long sales call, Demi's boss shakes her hand to express his approval of how she handled the customer's questions. This is an example of ________ communication.A) nonverbalB) mediatedC) explicitD) verbalE) prohibitedAnswer: AExplanation: Many of the messages we exchange with others take the form of nonverbal communication, which includes those behaviors and characteristics that convey meaning without the use of words. Whenever we frown to express anger, wave goodbye to an acquaintance, or high five to express approval, we are communicating our messages through our actions rather than through our words.?Difficulty: 2 MediumTopic: The Role of Nonverbal CommunicationLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation11) The dimension of communication that consists of the literal information being expressed is called the ________ dimension.A) relationalB) contentC) metaD) symbolicE) cognitiveAnswer: BExplanation: Nearly every verbal statement has a content dimension, which consists of the literal information being communicated by the message.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation12) Zenya tells her boss that she thinks the budget for her project is too low. The content dimension of Zenya's message is thatA) her boss did a poor job at estimating costs.B) she is an inefficient worker.C) the client has unreasonable demands.D) the budget for her project is too low.E) she wants to be transferred to a different project.Answer: DExplanation: Nearly every verbal statement has a content dimension, which consists of the literal information being communicated by the message. When you say to your supervisor, "I'm worried about next quarter's sales projections," the content dimension of your message is that you have concerns about the sales projections for the upcoming three months.?Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation13) In many conversations, messages send signals about the nature of the relationship between the people who are talking. These signals comprise the ________ dimension of the conversation.A) relationalB) contextualC) contentD) symbolicE) transactionalAnswer: AExplanation: Many messages also carry signals about the nature of the relationship in which they're shared. Those signals make up the relational dimension of the message.?Difficulty: 2 MediumTopic: The Role of Nonverbal CommunicationLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation14) Vito jokes with his employee, Devin, that he saw him arrive late and sneak in through the side door for the second time this month. Devin infers that Vito is getting irritated with his lateness. Devin is interpreting Vito's message through the ________ dimension.A) instrumentalB) relationalC) contentD) contextualE) identityAnswer: BExplanation: Many messages also carry signals about the nature of the relationship in which they're shared. Those signals make up the relational dimension of the message.?Even though Vito did not explicitly say that he was irritated with Devin's lateness, Devin inferred meaning about his relationship with Vito from the tone and manner in which Vito's comments were made.Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation15) Communication about communication is calledA) contextual communication.B) metacommunication.C) interpersonal communication.D) subtextual communication.E) complex communication.Answer: BExplanation: Communication is so important in our daily lives that we sometimes engage in metacommunication, which is communication about communication.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation16) Which of the following statements would be considered metacommunication?A) "Please arrive at 9 a.m."B) "I appreciate your effort."C) "Free coffee is available in the lounge."D) "We encourage employees to socialize after hours."E) "I'm going to let you in on a secret."Answer: EExplanation: Communication is so important in our daily lives that we sometimes engage in metacommunication, which is communication about communication. When we use phrases such as "Let me tell you what I think," "Don't take this the wrong way," and "I'm going to let you in on a secret," we are sending messages related to our other messages—that is, we're communicating about our communication.?Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation17) Language is considered arbitrary becauseA) people from different regions have different accents and expressions.B) not everyone speaks the same language.C) words mean only what their users decide they mean.D) every word has exactly one correct pronunciation and meaning.?E) babies learn to speak at different times during their development.?Answer: CExplanation: A word is a symbol, or a representation of an idea, but the symbol itself is not the idea or its meaning. The meaning of words (and of nonverbal forms of communication) comes from the groups of people who use them. Thus, almost all language is arbitrary in the sense that words mean only what users of a language decide they mean.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation18) Which of the following statements about the communication process in a two-person conversation is true?A) The person who initiates the conversation is the sender, whereas the other person is the receiver.B) The person who initiates the conversation is the receiver, whereas the other person is the sender.C) Neither person in the conversation is a sender; both are receivers.D) Neither person in the conversation is a receiver; both are senders.E) Both people in the conversation are simultaneously senders and receivers.Answer: EExplanation: In the model of the communication process, both people in a conversation are simultaneously senders and receivers of message. While one person is talking, the other person is both receiving the message and sending his or her own communication via feedback or nonverbal communication.?Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation19) Which of the following is the best definition of a message?A) the abstract idea behind any written or spoken languageB) the observable effects of any actionC) verbal and/or nonverbal behaviors to which people give meaningD) language that has been written, printed, or otherwise recordedE) psychological impulses that compel us to actionAnswer: CExplanation: The communication process begins with a message, which consists of verbal and/or nonverbal behaviors to which people give meaning.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation20) If an English speaker asks a question to a person who does not understand English, has the message been communicated?A) Yes, because there was a sender and a receiver.B) Yes, because the encoded message was heard.C) Yes, because the speaker understands the meaning of the message.D) No, because there was no receiver.E) No, because the message could not be decoded.Answer: EExplanation: In the classic communication model, the sender encodes the message and the receiver decodes it. However, to encode a message, you must put your idea into the form of a language, gesture, or other nonverbal behavior your receiver is capable of decoding.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation21) Mia wants to reach out to a respected industry expert for advice on how to advance in her career. First, she must decide whether to email, call, or send a handwritten letter. Mia is selecting a ________ for her message.A) receiverB) channelC) contextD) feedbackE) subtextAnswer: BExplanation: To convey your message, you must select a communication channel, a type of pathway. You might communicate face to face. Or you could send an email or text message, write a handwritten note, or leave a voicemail message. Those are all different channels through which you can express your message.Difficulty: 2 MediumTopic: Choosing a Communication ChannelLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation22) The environment in which communication takes place, including cultural and psychological factors, is defined as theA) noise.B) context.C) subtext.D) channel.E) signifier.Answer: BExplanation: Context, or the physical and psychological environment in which messages are sent and received, can impact the communication process in a variety of ways. Context factors can reinforce, distort, or change the meaning receivers take from a given message. Every aspect of the situation can form part of the context.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation23) Corbin asks his boss, Sami, for a raise. Sami acknowledges that Corbin deserves a raise but declines because the company has just undergone budget cuts. Sami's response to Corbin's request was affected by the ________ of the message.A) contextB) feedbackC) noiseD) channelE) dynamicsAnswer: AExplanation: Context is the physical and psychological environment in which your message is communicated. Corbin's request for a raise was declined because the context of his message included company budget cuts.Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation24) If you are hungry at a company meeting, and your hunger distracts you from listening closely to your manager's speech, you are experiencing ________ noise.A) psychologicalB) physicalC) physiologicalD) metaphysicalE) psychosocialAnswer: CExplanation: Distracting sensations, such as fatigue or hunger, are called physiological noise.?Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation25) Environmental distractions that can interfere with the communication process, such as the sound of nearby construction, are called ________ noise.A) physicalB) physiologicalC) psychologicalD) metaphysicalE) psychosocialAnswer: AExplanation: Distracting noises that occur in the environment, such as background conversation or static on the telephone line, are called physical noise.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation26) A person's response to a message, whether it includes a verbal reply or a nonverbal reaction, is called?A) content.B) context.C) noise.D) feedback.E) encoding.Answer: DExplanation: A receiver's reactions to a message, either verbal or nonverbal, are known as feedback. Even the most passive kind of response gives the sender some kind of information to interpret. The principle of feedback is one of the main reasons why the classic model of one-on-one communication depicts a dynamic process.Difficulty: 1 EasyTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation27) Which of the following is an example of a formal professional network?A) a company softball teamB) a weight loss classC) a trade associationD) a list of industry competitorsE) a college fraternity or sororityAnswer: CExplanation: Formal professional networks consist of groups and individuals in the same professional sphere who may gather or interact for work-related purposes. The existence of the network creates a pool of available resources and shared interests. ?Difficulty: 2 MediumTopic: Organizational Culture and Communication NetworksLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation28) The phrase "it's not what you know, but who you know" underscores the importance of ________ for achieving professional success.A) marketingB) networkingC) listeningD) integrityE) educationAnswer: BExplanation: The phrase "it's not what you know, but who you know that matters" reflects the idea that your success at work depends on cultivating strong professional networks. Savvy communicators?understand how to build, develop, and tap into their broad professional networks.Difficulty: 2 MediumTopic: Developing References and Network Contacts for the Job Search ProcessLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation29) Which of the following is a characteristic of formal professional networks?A) lack of accountabilityB) fluctuating responsibilitiesC) informal communicationD) clear lines of authorityE) membership feesAnswer: DExplanation: Much of our work on the job occurs in formal professional networks. These types of professional relationships—which might be found in a company department or on a work team—generally have clear lines of authority and reporting structures, shoulder standard sets of responsibilities, and require accountability to other members of the network.Difficulty: 2 MediumTopic: Organizational Culture and Communication NetworksLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation30) Nara, a research associate for an insurance company, is composing an email to her supervisor. She needs to explain why the data assessment she has been working on will not be ready until tomorrow and to apologize for the delay. Her message is an example of ________ communication in the workplace.A) downwardB) upwardC) lateralD) informalE) inwardAnswer: BExplanation: Communication in formal professional networks can be characterized as either downward (as superiors would address their subordinates), upward (as workers would relate to their bosses), or lateral and horizontal (as peers relate to peers in relatively equal status).Difficulty: 2 MediumTopic: Categories of Business CommunicationLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation31) So-called "water cooler conversations" would typically be categorized as ________ communication.A) upwardB) downwardC) horizontalD) verticalE) inwardAnswer: CExplanation: Water cooler conversations are the informal interactions in office hallways during which employees share information that might not be appropriate to discuss in formal meetings. These types of informal interactions are characteristic of horizontal or peer interaction, as opposed to the more hierarchical nature of formal communication.Difficulty: 2 MediumTopic: Categories of Business CommunicationLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation32) Which of the following types of writing would most likely be considered formal communication?A) a cover letter for a job applicationB) an invitation to an after-work social eventC) a caption on a company's Instagram accountD) a text message to a coworkerE) a reminder note to yourselfAnswer: AExplanation: Formal styles of communication are often the norm in pre-employment interviews, in formal professional networks, and in workplace conversations involving workers at different status levels.?Typically, formality is associated with protocols, rules, structure, and politeness. Many factors influence the degree of formality required, including the size of the organization, its culture, and the nature of workplace relationships.Difficulty: 2 MediumTopic: Categories of Business CommunicationLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation33) With which of the following people would you be most likely to communicate in an informal manner?A) the manager who hired you for your positionB) a recently hired coworker ?C) a new customer visiting your officeD) an acquaintance from your neighborhoodE) an account representative from a prospective client?Answer: DExplanation: How well you know someone—familiarity—has a strong impact on the level of formality you adopt in communicating with them. As familiarity increases, formality typically decreases.Difficulty: 2 MediumTopic: Categories of Business CommunicationLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation34) What is the primary difference between formal and informal professional networks?A) Formal networks are maintained via face-to-face conversations, whereas informal networks are maintained over email.B) Formal networks are based on strict reporting structures, whereas informal networks consist of voluntary professional connections.C) Formal professional networks are made up of managers and more senior employees, whereas informal networks are reserved for lower-level employees.D) Formal professional networks require membership fees, whereas informal networks are free.E) Formal networks are encouraged by employers, whereas informal networks are discouraged.Answer: BExplanation: Informal professional networks consist of voluntary professional connections—such as friendships we form with coworkers—rather than the formal reporting structures that characterize formal professional networks.Difficulty: 3 HardTopic: Organizational Culture and Communication NetworksLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: AnalyzeAACSB: CommunicationAccessibility: Keyboard Navigation35) The best way to cultivate credibility as a speaker is byA) emphasizing your expertise and authority.B) asking for feedback from your audience.C) adopting a warm, personal style.D) understanding and adapting to your audience.E) using appropriate gestures while speaking.Answer: DExplanation: Developing a genuine understanding of the needs, wants, and preferences of their audiences, and adapting to meet them, is what ultimately enables speakers to cultivate credibility.Difficulty: 2 MediumTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: UnderstandAACSB: EthicsAccessibility: Keyboard Navigation36) Scholars have coined the phrase "post-trust era" to characterize the contemporary business environment becauseA) public attitudes regarding big business have become deeply skeptical.B) the government has intervened to break up corporate monopolies.C) political leaders have fostered distrust of journalists and?the press.D) the theory of post-modernism has weakened belief in objective truths.E) public trust of corporations is at an all-time high.Answer: AExplanation: Michael Maslansky, a leading corporate communications expert, and his colleagues have labeled this the post-trust era. Maslansky says, "Just a few years ago, salespeople, corporate leaders, marketing departments, and communicators like me had it pretty easy. We looked at communication as a relatively linear process. . . . But trust disappeared, things changed."?People overwhelmingly view businesses as operating against the public's best interests, and the majority of employees view their leaders and colleagues skeptically.Difficulty: 2 MediumTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: UnderstandAACSB: EthicsAccessibility: Keyboard Navigation37) Gigi, a mortgage loan officer, routinely meets young couples preparing for home ownership. Before discussing financial details, she asks them whether they are planning to have children and enjoys discussing their careers and plans for the family home. Gigi's communication style is built around establishing ________ with clients.A) authorityB) rapportC) dominanceD) competitionE) passivityAnswer: BExplanation: Creating interpersonal rapport—a sense of harmony, goodwill, and caring—is important at all stages of professional relationships. Demonstrating authentic concern for other people is especially valuable in making positive first impressions and building a foundation for credibility and trust. Difficulty: 2 MediumTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation38) Once ignored by business leaders, the ability to ________ is now among the top three most important qualities identified by managers across business disciplines.A) speak multiple languagesB) ignore social mediaC) work remotelyD) care about othersE) recruit talented workersAnswer: DExplanation: In the past, caring was seldom discussed as integral to business. Now, it is among the most important abilities for business leaders and managers. In fact, a recent study of business managers put it among the top three skills or abilities (from a list of 18) for managers of nearly any business discipline.?Difficulty: 1 EasyTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation39) Communication researchers have found that engaging in active listening makes a person's brainA) more scattered and distracted.B) less receptive to sensory stimuli.C) mimic the speaker's brain activity.D) more relaxed and tranquil.E) fixated on its own internal thoughts.Answer: CExplanation: Great listeners respond physically to others. Research indicates that brain activity in excellent listeners mimics that of the speakers. In some cases, the listener's brain even shows activity before the speaker's does, reflecting a state of profound attunement to and anticipation of the speaker's expression.Difficulty: 2 MediumTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation40) A person who upholds his or her commitments and adheres to a strong moral and ethical code is said to demonstrateA) rapport.B) integrity.C) accountability.D) context.E) metacommunication.Answer: BExplanation: In a professional context, demonstrating integrity means staying true to commitments made to stakeholders and adhering to high moral and ethical values.Difficulty: 1 EasyTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: RememberAACSB: EthicsAccessibility: Keyboard Navigation41) Chloe is respected at her office because she always takes responsibility for her actions, even when she makes mistakes. In other words, Chloe demonstratesA) integrity.B) evasiveness.C) authority.D) accountability.E) adaptability.Answer: DExplanation: An essential part of gaining trust is demonstrating integrity and accountability. In a professional context, demonstrating integrity means staying true to commitments made to stakeholders and adhering to high moral and ethical values. Having accountability means taking responsibility for one's own actionsDifficulty: 3 HardTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: ApplyAACSB: EthicsAccessibility: Keyboard Navigation42) The best way to determine if a message is effective is to considerA) how long it takes for the listener to understand.B) whether it makes the speaker look good or bad.C) how well it achieves the speaker's goals.D) whether the language is original or clichéd.E) whether the listener smiles or frowns.Answer: CExplanation: Effectiveness describes how well your communication achieves its goals.?Difficulty: 2 MediumTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation43) Kazuo works in the billing department of a medical facility. Because he often deals with sensitive information and people who are unwell, Kazuo?makes sure he uses gentle language and does not discuss personal information unless absolutely necessary. In this sense, Kazuo wants to make sure that his communication isA) horizontal.B) effective.C) accountable.D) appropriate.E) nonverbal.Answer: DExplanation: Taking into account the implicit and explicit rules and expectations that apply in a social or professional situation, such as not divulging customers' personal information, is called communicating appropriately.Difficulty: 3 HardTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation44) Which of the following is an example of low self-monitoring?A) Julio records his presentations at work so that he can hear how he sounded and observe the audience's reactions.B) Tommy often offends the people around him even though he is unaware that his behavior makes them uncomfortable.C) Erick is so worried that people will react poorly to him that he rarely speaks in public.D) David always makes sure to pay attention to the way people around him are reacting to what he says.E) Zarek researches the dress codes at restaurants before visiting them so that he can fit in.Answer: BExplanation: People who are high self-monitors pay close attention to the way they look, sound, and act in social situations. In contrast, people who are low self-monitors often seem oblivious to both their own behaviors and other people's reactions to themDifficulty: 3 HardTopic: Self-Awareness and the Communication ProcessLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation45) A speaker who knows how to adjust his or her behavior to fit the situation is consideredA) complex.B) implicit.C) ethical.D) credible.E) adaptable.Answer: EExplanation: Competent communicators are able to assess what is going to be appropriate and effective in a given context and then modify their behaviors accordingly. This skill is known as adaptability.Difficulty: 2 MediumTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation46) Cognitive complexity can be described as the ability toA) consider a variety of explanations and understand a given situation in multiple ways.B) disguise the meaning of a message using complicated or difficult language.C) recognize when one's behavior is offensive or off-putting to others.D) quickly grasp difficult or obscure concepts.E) adapt one's communication style to the language and mannerisms used by a group.Answer: AExplanation: The ability to consider a variety of explanations and understand a given situation in multiple ways is called cognitive complexity. As communication scholar Brant Burleson explained, cognitive complexity is a valuable skill because it helps you avoid jumping to the wrong conclusion and responding inappropriately.Difficulty: 2 MediumTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation47) Vera is a highly successful customer service manager because she is very skilled at putting herself in the customers' shoes and understanding how they feel. Vera has a high level ofA) cognitive complexity.B) adaptability.C) accountability.D) empathy.E) integrity.Answer: DExplanation: The ability to be "other-oriented" and understand other people's thoughts and feelings is known as empathy.Difficulty: 3 HardTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation48) The ability to understand and manage one's own emotions, and to recognize the emotions of others, is known asA) self-monitoring.B) accountability.C) metacommunication.D) emotional intelligence.E) intellectual complexity.Answer: DExplanation: People with high emotional intelligence are aware of their own emotions as well as those of others, and they think deliberately about their emotions when choosing how to act.Difficulty: 1 EasyTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation49) In a business communications context, the initialism?EQ stands forA) engineering quality.B) emotional quotient.C) energy quota.D) empathy quiz.E) employee quorum.Answer: BExplanation: People sometimes refer to a person's level of emotional intelligence as his or her "EQ," which stands for emotional quotient, a play on the more familiar term "IQ," or intelligence quotient.?Difficulty: 1 EasyTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation50) Ethical communication is communication that is focused onA) asserting dominance over others.B) maximizing profits and minimizing risk.C) treating people fairly and honestly.D) hiding one's personal flaws and failures.E) advancing one's career at all costs.Answer: CExplanation: Ethical communication generally dictates treating people fairly, communicating honestly, and avoiding immoral or unethical behavior.?Difficulty: 2 MediumTopic: Ethics and Ethical Behavior in Business CommunicationsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: UnderstandAACSB: EthicsAccessibility: Keyboard Navigation51) Calling your client to schedule a lunch meeting is an example of using communication to meet your identity needs.?Answer: FALSEExplanation: Practical, everyday needs are instrumental needs.?Making travel arrangements, scheduling a meeting with a client, and completing a self-evaluation at work are among the instrumental needs communication helps us meet.?Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation52) Text messages are a form of verbal communication.Answer: TRUEExplanation: Spoken language is indeed a key aspect of verbal communication, but so are words that we write, text, or express through sign language. Anytime we use words to get our point across, we're engaged in verbal communication.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation53) Nonverbal communication is sometimes called body language.Answer: TRUEExplanation: Nonverbal communication is sometimes referred to as body language to reflect the idea that we can "talk" through our gestures, facial expressions, use of touch, and other behaviors.Difficulty: 1 EasyTopic: The Role of Nonverbal CommunicationLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: RememberAACSB: CommunicationAccessibility: Keyboard Navigation54) When Sara interprets her boss's statement that she "has a knack for this" as a sign that she should apply for a promotion, she is considering the relational dimension of the message.Answer: TRUEExplanation: The relational dimension of a message carries signals about our relationship with the sender of the message. Sara has inferred meaning about her relationship to her boss from the tone and manner of his message.?Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation55) Only verbal messages can metacommunicate.?Answer: FALSEExplanation: Nonverbal messages, such as cupping your hand to your mouth to indicate "What I'm about to say is meant for only you to hear," can also metacommunicate.Difficulty: 2 MediumTopic: The Role of Nonverbal CommunicationLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation56) The communication process begins with the creation and exchange of a message.Answer: TRUEExplanation: The communication process begins with a message, which consists of verbal and/or nonverbal behaviors to which people give meaning.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation57) The context of a message is limited to what is happening in the physical environment.Answer: FALSEExplanation: Context involves both the physical and psychological environment in which your message is communicated.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation58) Feedback can be verbal, nonverbal, or both.Answer: TRUEExplanation: Feedback is a receiver's various verbal and nonverbal reactions to a message.Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation59) In an active conversation, one person plays the role of the sender and one person plays the role of the receiver.Answer: FALSEExplanation: Conversation can flow in multiple directions at once.?Even though you may be the one speaking, you are also receiving and responding to messages from your listeners, making everyone in the conversation simultaneously a sender and a receiver,Difficulty: 2 MediumTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation60) If Taylor writes an email to her supervisor, she is participating in downward communication.Answer: FALSEExplanation: Downward communication flows from superiors to subordinates. Upward communication flows from subordinates to superiors.Difficulty: 2 MediumTopic: Organizational Culture and Communication NetworksLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation61) Effective networkers will use informal communication channels, such as social media, alongside more formal channels, such as email.Answer: TRUEExplanation: Effective networkers carefully evaluate communication channels for their ability to enhance professional relationships and accomplish work. They recognize the benefits and drawbacks of these channels and learn the preferences of other members of their professional networks.Difficulty: 2 MediumTopic: Choosing a Communication ChannelLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation62) Effective networkers can be characterized as "takers": they always look for an opportunity to take control of a situation and gain positive attention.Answer: FALSEExplanation: Excellent networkers are givers rather than takers. They don't view networking as simply an instrumental activity. Rather, they take the initiative to share information and resources, and to support network members' personal and professional needs.Difficulty: 2 MediumTopic: Organizational Culture and Communication NetworksLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation63) It is not necessary to build or maintain rapport in long-term business relationships.Answer: FALSEExplanation: Rapport is important at all stages of professional relationships. In first impressions, you gain trust more easily when others sense you are concerned about them. As professional relationships develop, if others believe you care about them, they will trust you.?Difficulty: 2 MediumTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation64) Active listening is primarily a physical act, involving the listener's posture and facial expressions.Answer: FALSEExplanation: Michael Hoppe of the Center for Creative Leadership has defined active listening as "a person's willingness and ability to hear and understand. At its core, active listening is a state of mind. . . . It involves bringing about and finding common ground, connecting to each other, and opening up new possibilities."Difficulty: 2 MediumTopic: Stages of Effective ListeningLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation65) Most companies have a written code of conduct meant to shape their employees' behavior at work.Answer: TRUEExplanation: Most organizations have created a written code of conduct or code of ethics to direct their members' behavior at work.Difficulty: 1 EasyTopic: Ethics and Ethical Behavior in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: RememberAACSB: EthicsAccessibility: Keyboard Navigation66) Communicators cultivate credibility by establishing their point of view and never wavering, even in the face of controversy or pushback from the audience.Answer: FALSEExplanation: Ultimately, effective communicators cultivate credibility by genuinely understanding and adapting to the needs, wants, and preferences of their audiences.Difficulty: 2 MediumTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation67) Genes?play no role in our ability to communicate.?Answer: FALSEExplanation: Research shows that some of our communication traits—such as how sociable, aggressive, or shy we are—are partly determined by our genes. No matter which traits we're born with, though, we still have to learn how to communicate competently and successfully.Difficulty: 2 MediumTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation68) The most effective communicators have settled on a single communication strategy that works in almost all situations.Answer: FALSEExplanation: No single communication strategy will be effective in all situations. Being an effective communicator means choosing the messages that will best meet your goals.Difficulty: 2 MediumTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation69) Competent communicators will speak differently to different audiences depending on their experiences, cultural backgrounds, level of interest, and other factors.Answer: TRUEExplanation: A competent communicator would speak differently to a group of senior executives than to a group of new hires, because one group has experience and expertise that the other does not. Competent communicators are also aware of generational and cultural differences that can influence what an audience finds engaging.Difficulty: 2 MediumTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: UnderstandAACSB: CommunicationAccessibility: Keyboard Navigation70) Ethical beliefs vary from one culture to another.Answer: TRUEExplanation: People often have very different ideas about right and wrong. What may be morally justified to one person or one culture may be considered unethical to another. Successful communicators are aware that people's ideas about ethics vary.?Difficulty: 1 EasyTopic: Ethics and Ethical Behavior in Business CommunicationsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: RememberAACSB: EthicsAccessibility: Keyboard Navigation71) With the help of an example, explain the difference between the content and relational dimensions of a message.Answer: Student examples will vary, but should include the following main points. The content dimension of a message is the?literal information being communicated by the message. For example, if a manager were to remark to one of her employees that "you seem overwhelmed lately," the content dimension of the message would be that the employee appears busy and perhaps has too many responsibilities to handle. The relational dimension carries signals about the nature of the relationship between communicators. In the previous example, the relational dimension of the message might be that the employee's performance has declined noticeably, and the manager is beginning to doubt whether he or she is capable of performing?the job.Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: AnalyzeAACSB: CommunicationAccessibility: Keyboard Navigation72) What is the relationship between words and ideas?Answer: Although words and ideas are both important components of any message, they are two separate things.?On its own, a word has no meaning; it's just a sound or a set of marks on a piece of paper or a screen. A word is a symbol, or a representation of an idea, but the word itself isn't the idea or the meaning. The meaning of words—and many other forms of communication, such as gestures and facial expressions—comes from the people and groups who use them.?Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.1 Summarize the six principles of communication.Bloom's: AnalyzeAACSB: CommunicationAccessibility: Keyboard Navigation73) Using a business scenario, explain the roles played by the sender and the receiver of a message in the communication process.Answer: Student examples will vary, but should include the following main points. In the communication model, the sender of a message formulates an idea and encodes it into language, and then the receiver of the message decodes, or interprets, the language to try to understand the idea it represents. For example, if an employee at an advertising firm is working on a presentation and needs a coworker to finalize the graphics by the end of the day, he might encode and transmit that idea by writing an email that asks, "Could you please send the final version of the graphics as soon as possible?" His coworker would then decode the language to mean that the presentation is happening soon and that it is urgent for her to complete and send the graphics as quickly as she can.Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation74) List the three types of noise that can interfere with communication and explain their differences.Answer: The three types of noise that can interfere with?communication are physical noise, psychological noise, and physiological noise. Physical noise is any external noise that is happening in the environment, such as the sound of a coworker typing or traffic sounds coming through a nearby window. Psychological noise is any distracting thought or pattern of thoughts, such as being worried about a child who is home sick. Physiological noise consists of any distracting sensation or feeling, such as the feeling of exhaustion, hunger, or stress.?Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: AnalyzeAACSB: CommunicationAccessibility: Keyboard Navigation75) Using an example, explain what it means for communication to be dynamic.Answer: Student examples may vary, but should include the following main points. Communication can be described as dynamic because it is not straightforward and one-directional. Instead of a?simple flow of messages from one person to another, communication involves a circular and evolving exchange of messages and feedback. For example, in a meeting between an interior designer and her client, the client might respond to one design proposal with nonverbal feedback, such as a disapproving look. The presenter might respond to that feedback by explaining the different options that are available until the client's expression changes, indicating approval of one of the options. Even though the interior designer is the one speaking, she is also receiving and responding to messages from her listener, making everyone in the conversation simultaneously a sender and a receiver.?Difficulty: 3 HardTopic: The Communication ProcessLearning Objective: 1.2 Describe the principal elements of communication.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation76) Explain the difference between formal and informal professional networks, and give an example of each.Answer: Student examples will vary, but should include the following main points. Formal professional networks consist of the formal relationships in a professional setting and are characterized by clear lines of authority and reporting structures, standard sets of responsibilities, and expectations of accountability among members of the network. For example, the human resources department at a major corporation, which includes a number of people organized around a clear hierarchy of authority and responsibilities, could be considered a formal professional network. Informal professional networks are voluntary professional connections that do not involve the same hierarchies and expectations. For example, a group of coworkers who regularly meet after work to have casual conversations and to offer advice or assistance?about work matters could be considered an informal professional network.Difficulty: 3 HardTopic: Organizational Culture and Communication NetworksLearning Objective: 1.3 Illustrate the principles of effective communication in professional networks.Bloom's: AnalyzeAACSB: CommunicationAccessibility: Keyboard Navigation77) List the factors that determine a communicator's credibility, then choose one of those factors and give an example from your life in which you or someone else demonstrated or failed to demonstrate the behaviors it entails.Answer: Student examples will vary, but should include the following main points. Credibility, or the extent to which others perceive us to be competent and trustworthy, is determined by a communicator's ability to build trust (to act with honesty and integrity), develop rapport (create a sense of harmony, goodwill, and caring among people), listen actively (to find common ground and connect with others to hear and understand them), to maintain integrity and accountability (to stay true to one's commitments and take responsibility for one's actions), and to adapt to his or her listeners (adjusting to the needs, wants, and preferences of the audience). An example of maintaining integrity and accountability might be that the student agreed to take on a difficult project at work and did his or her best to meet all of the deadlines, but took full responsibility when he or she was unable to complete every aspect of the project on time.?Difficulty: 3 HardTopic: Credibility in Business CommunicationsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation78) Define active listening, and explain a business situation in which it could help resolve a problem.?Answer: Student examples may vary, but should include the following main points. Active listening involves devoting one's full attention and all of one's senses to the speaker. Michael Hoppe of the Center for Creative Leadership has defined active listening as "a person's willingness and ability to hear and understand. At its core, active listening is a state of mind. . . . It involves bringing about and finding common ground, connecting to each other, and opening up new possibilities." An example of when active listening could help resolve a problem might be that an employee at a manufacturing facility wants to raise a safety concern with the supervisor, and in order to devote her full attention to the employee, the supervisor invites him to join her outside where it is quiet. This way, the supervisor shows that she is taking the employee's concerns seriously, and she can be sure that she has understood the complaint and responded appropriately.?Difficulty: 3 HardTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.4 Explain credibility and identify the communication skills it embodies.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation79) Describe a business scenario in which cultural differences could make it difficult to determine whether a verbal or nonverbal message is appropriate.Answer: Student examples may vary, but should include the following main points.?Communicating appropriately can be especially challenging when you're interacting with people from other cultures because many communication rules are culture-specific. What might be perfectly appropriate in one culture could be seen as inappropriate or even offensive in another. For example, a businessperson from the United States might find it natural to speak casually and freely in a business meeting and to make strong eye contract with the listeners. However, if he or she were to attend a business meeting in Japan, which has a much more formal culture, speaking in an informal matter and making strong eye contact could be interpreted as being rude rather than collegial.?Difficulty: 3 HardTopic: Cultural Intelligence and Diversity in Business CommunicationLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation80) Define cognitive complexity. Then describe a business scenario in which cognitive complexity could alter the way a person responds to a verbal or nonverbal message.Answer: Student examples will vary, but should include the following main points. Cognitive complexity is the ability?to consider a variety of explanations and understand a given situation in multiple ways. It helps the receiver of a message to avoid jumping to the wrong conclusion and responding inappropriately. For example, if a worker asked a colleague sitting across from her to lower his voice or to complete his phone call someplace else, the colleague might interpret this as his coworker being rude or disliking him. If he had a high level of cognitive complexity, however, he might consider that she could be under a tight deadline and is trying to concentrate, or that she did not want to overhear the content of his conversation and was trying to respect his privacy. In this case, the receiver of the message could avoid becoming unnecessarily offended and could maintain a positive working atmosphere with his colleague.?Difficulty: 3 HardTopic: Skills Used by Effective CommunicatorsLearning Objective: 1.5 Summarize the characteristics of competent communicators.Bloom's: ApplyAACSB: CommunicationAccessibility: Keyboard Navigation ................
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