Skip to content
Exam Guides

Business Communication Today 11th Edition Test Bank

Unlock the secrets to mastering your exam with Business Communication Today 11th Edition Test Bank, filled with practice questions and detailed solutions.

Preview 16 of 563 pages

See the first 16 pages exactly as they appear in the document.

  1. Page 1
    Read page 1 as text

    1 Business Communication Today, 11e (Bovee/Thill) Chapter 1 Achieving Success Through Effective Business Communication 1) Communication is the process of A) transferring information and meaning. B) listening actively. C) writing messages. D) none of the above. Answer: A Explanation: A) Communication is a two - way process that begins with the sender and ends when the receiver acquires information and meaning. Diff: 2 Page Ref: 3 Skill: Concept Objective: 1 AACSB: Communication Abilities 2) When it comes to communication skills, employers express particular frustration with A) experienced workers who shun new technologies. B) recent college graduates who haven't learned how to adapt to a professional environment. C) employees whose first language is not English. D) male workers. Answer: B Explanation: B) Employers expect employees to speak and write in a professional manner that is clear, direct, and free of slang, jargon, and other inappropriate terms. Diff: 1 Page Ref: 3 Skill: Concept Objective: 2 AACSB: Communication Abilities 3) Stakeholders affected by the quality of business communication include A) customers. B) employees. C) suppliers. D) all of the above. Answer: D Explanation: D) Stakeholders include anyone who is impacted by a company in a direct or indirect way. Customers, suppliers, and employees are all stakeholders, as are shareholders, community members, and the wider world. Diff: 2 Page Ref: 4 Skill: Application Objective: 1 AACSB: Communication Abilities

  2. Page 2
  3. Page 3
    Read page 3 as text

    2 4) Which of the following is not a characteristic of effective business messages? A) They provide practical information. B) They present the writer's opinions as facts. C) They state precise audience responsibilities. D) They highlight and summarize essential information. Answer: B Explanation: B) When stated, opinions should always be identified as opinions, and they should be supported by facts and other forms of evidence. Diff: 2 Page Ref: 4 Skill: Critical Thinking Objective: 2 AACSB: Communication Abilities 5) Business communication is often more demanding than social communication because communication on the job is affected by A) the pervasiveness of technology. B) the growing reliance on teamwork in business. C) the globalization of business. D) all of the above. Answer: D Explanation: D) Facility with technology, working collaboratively, and dealing with people from different cultures with different expectations are all factors that make business communication more challenging than social communication. Diff: 2 Page Ref: 5 - 7 Skill: Synthesis Objective: 2 AACSB: Communication Abilities 6) A flatter organizational structure A) tends to increase the chance of communication breakdowns. B) helps make communication flow more efficiently. C) is obsolete now that social networking is so widespread. D) is helpful for small companies only. Answer: B Explanation: B) Tall, hierarchical organizations tend to restrict the free flow of information. Flat organizations avoid information bottlenecks and the isolation of information that can occur when one level holds on to information without passing it on to other levels. Diff: 3 Page Ref: 7 Skill: Concept Objective: 3 AACSB: Communication Abilities

  4. Page 4
    Read page 4 as text

    3 7) In which of the following organizational structures do employees report to two managers at the same time? A) Virtual organization B) Matrix structure C) Network structure D) None of the above Answer: B Explanation: B) In a matrix structure, a single employee can have a department boss as well as a project manager to report to. The employee's overall boss would typically be the department boss, but in a matrix structure the person would also report directly to the head of his or her project team. In this case, the employee would have allegiance to both superiors. Diff: 2 Page Ref: 7 Skill: Concept Objective: 2 AACSB: Communication Abilities 8) The term corporate culture refers to A) the number of organizational levels within a corporation. B) the extent to which corporations dominate a particular culture. C) the mixture of values, traditions, and habits that give a company its atmosphere and personality. D) a company's sponsorship of events such as concerts and plays. Answer: C Explanation: C) Each corporation has a different culture that reflects its own particular history and style. Corporate culture is often hard to define, but veteran employees are almost always well aware of the do's and don ' t s of their corporate culture. For example, in one company joking around with the boss may be encouraged, while a different company that kind of behavior could get a person fired. Diff: 1 Page Ref: 7 Skill: Concept Objective: 2 AACSB: Communication Abilities 9) An example of downward communication is A) a junior staff person giving information to a staff supervisor. B) a sales manager giving instructions to a salesperson. C) an email message about sick leave from one staff secretary to another. D) a company briefing held on the organization's top floor. Answer: B Explanation: B) Downward refers to communication that comes from a superior to a person in a lower level or position. Diff: 1 Page Ref: 8 Skill: Application Objective: 1 AACSB: Communication Abilities

  5. Page 5
    Read page 5 as text

    4 10) An example of horizontal communication is A) a junior staff person giving information to a staff supervisor. B) a company briefing held on the organization's ground floor. C) an email message about sick leave sent from one department secretary to a secretary in a different department. D) all of the above. Answer: C Explanation: C) This is an example of horizontal communication because it is being transmitted between two people who are employed on the same level of the company hierarchy. Diff: 1 Page Ref: 8 Skill: Application Objective: 2 AACSB: Communication Abilities 11) Every organization has A) an intranet. B) an extranet. C) an informal communication network. D) a tall communication structure. Answer: C Explanation: C) The informal communication network is located wherever workers congregate, which could be hallways, drinking fountains, or lunchrooms. Informal communication also takes place on telephones and through email and social networks. Diff: 2 Page Ref: 8 Skill: Concept Objective: 2 AACSB: Communication Abilities 12) In most organizations, the rumor mill tends to be particularly active when A) employees are satisfied with their jobs. B) formal communication channels are working efficiently. C) employees are wasting company time. D) the formal communication network is not providing the information employees want. Answer: D Explanation: D) Rumors tend to fly when more official lines of communication break down or are inadquate for some reason. So when employees want to know more, they tend to speculate among themselves. This feeds fuel into the rumor mill, which tends to operate at high levels during conditions of transition or crisis. Diff: 2 Page Ref: 8 Skill: Synthesis Objective: 2 AACSB: Communication Abilities

  6. Page 6
    Read page 6 as text

    5 13) ________ communication flows between departments to help employees share information, coordinate tasks, and solve complex problems. A) Upward B) Downward C) Horizontal D) Diagonal Answer: C Explanation: C) Horizontal communication occurs between employees who are roughly on the same level. Vertical communication, on the other hand, occurs between employees in different hierarchical levels. Diff: 1 Page Ref: 8 Skill: Concept Objective: 2 AACSB: Communication Abilities 14) Generally speaking, limitations of the formal communication network A) discourage employees from taking advantage of social media. B) have not affected the popularity of social media in the business environment. C) have helped to spur the growth of social media in the business environment. D) do none of the above. Answer: C Explanation: C) The more formal, conventional communication networks tend to be inadequate, the more people turn to other forms of communication, with social media currently being popular because of its ease of use and privacy. Diff: 3 Page Ref: 8 Skill: Synthesis Objective: 2 AACSB: Communication Abilities, Use of IT 15) To make your communication more effective, A) clearly address your audience's wants and needs - not yours. B) include as much information as possible, even if you're not sure it's necessary. C) send the same messages by multiple channels. D) do all of the above. Answer: A Explanation: A) Audiences tend to tune out when they receive "me" messages. To make sure a message is heard and understood, focus it on the other person, not yourself. Diff: 2 Page Ref: 9 Skill: Concept Objective: 3 AACSB: Communication Abilities

  7. Page 7
    Read page 7 as text

    6 16) In the first step of the communication process, the sender A) decides what to say. B) chooses a communication channel. C) has an idea. D) chooses a communication medium. Answer: C Explanation: C) Communication begins with an idea that a person wants to convey to someone else. The idea exists purely as a thought and is not necessarily encoded in any form, written or spoken. Diff: 1 Page Ref: 10 Skill: Concept Objective: 2 AACSB: Communication Abilities 17) The final step in the communication process is A) receiving the message. B) sending the message. C) giving feedback to the sender. D) interpreting the message. Answer: C Explanation: C) Feedback is information that conveys the receiver's response to the message. Feedback informs the sender of whether or not the message has been received and how well it has been interpreted. Diff: 2 Page Ref: 11 Skill: Concept Objective: 2 AACSB: Communication Abilities 18) Uncomfortable meeting rooms, multitasking, and computer screens filled with popup messages are all examples of A) problems with feedback. B) distractions. C) problems with background differences. D) overload problems. Answer: B Explanation: B) Distractions can be internal or external. An uncomfortable or noisy meeting room is an example of an external distraction. Multitasking, or thinking about extraneous issues when one should be focusing on the issues at hand, is an example of an internal distraction. Diff: 2 Page Ref: 11 Skill: Application Objective: 4 AACSB: Communication Abilities

  8. Page 8
    Read page 8 as text

    7 19) Which of the following is not one of the five ways to get the audience to notice your messages? A) Acknowledge the importance of the situation. B) Practice empathy. C) Use words, images, and designs that are familiar. D) Consider audience expectations. Answer: A Explanation: A) Audiences respond well to messages that are empathetic, contain familiar references, and closely match what they are looking for. Stating how important the issue is may be helpful in special situations, but it is not a practice that should be employed in any general capacity. Diff: 2 Page Ref: 12 - 13 Skill: Concept Objective: 3 AACSB: Communication Abilities 20) A manager hears the part of a message that supports his agenda, but doesn't seem to notice evidence that contradicts his point of view. The manager is engaging in A) discrimination. B) misreading. C) selective perception. D) stereotyping. Answer: C Explanation: C) Selective perception occurs when a person hears what he or she "wants to hear." Listeners tend to tune out or fail to notice parts of communication that do not directly support their points of view. When they see or hear only their own point of view, they are engaging in selective perception. Diff: 2 Page Ref: 13 Skill: Critical Thinking Objective: 4 AACSB: Communication Abilities

  9. Page 9
    Read page 9 as text

    8 21) In order for audience members to respond appropriately to a business message, they must A) remember the message. B) be able to respond to the message. C) be motivated to respond to the message. D) do all of the above. Answer: D Explanation: D) Once a message is delivered, the audience starts the communication process by understanding the message and recalling what it tried to say. If the audience is able to meet the request made by the sender, he or she may choose to respond. However, in many cases, the audience has heard the message and is able to respond, but it has no reason or motivation to respond. For example, a request for sales data may be ignored if the receiver has no sales data to supply. Diff: 2 Page Ref: 14 Skill: Concept Objective: 4 AACSB: Communication Abilities 22) "Business Communication 2.0" refers to A) high - level correspondence as opposed to routine documents. B) a new approach to business communication, emphasizing interaction and conversation rather than one - way publication. C) specialized software that enables professionals to create impressive documents easily and efficiently. D) none of the above. Answer: B Explanation: B) The key to Business Communication 2.0 is two - way communication. A company doesn't just issue information to its audience. Instead, it issues information in some kind of open format, such as a blog, then waits for response from customers, suppliers, and other stakeholders. The company may then respond to this feedback. The actual message has now been authored by everyone who participated in the conversation. Diff: 1 Page Ref: 16 Skill: Concept Objective: 1 AACSB: Communication Abilities

  10. Page 10
    Read page 10 as text

    9 23) Whereas Business Communication 1.0 tends to emphasize ________, Business Communication 2.0 focuses more on ________. A) discussion, lecture B) collaboration, isolation C) control, influence D) permission, intrusion Answer: C Explanation: C) Business Communication 2.0 recognizes that few audience members like to be dictated to with iron - clad pronouncements. Business Communication 2.0 instead tries to influence the audience by allowing the audience to interact in the content of the message itself. When compared to Business Communication 1.0, control is lost in Business Communication 2.0, but credibility and persuasiveness are usually gained. Diff: 3 Page Ref: 16 Skill: Concept Objective: 1 AACSB: Communication Abilities 24) Most companies that embrace Business Communication 2.0 A) completely abandon the traditional approach to communication. B) will eventually return to a 1.0 approach, since the technology turns out to be too complicated for most employees. C) adopt a hybrid approach to communication, in which some messages follow the traditional model and others follow the 2.0 approach. D) do none of the above. Answer: C Explanation: C) Purely informational, no - nonsense communications still often work best with a Business Communication 1.0 approach. Companies use the Business Communication 2.0 when stakes are higher and they are trying to lay claim to new territory or persuade the audience to look at a situation in a new way. Diff: 2 Page Ref: 16 Skill: Synthesis Objective: 1 AACSB: Communication Abilities

  11. Page 11
    Read page 11 as text

    10 25) One major difference between the 1.0 and 2.0 approaches to business communication is that in the 2.0 approach audiences are encouraged to be A) active participants in the communication. B) compliant listeners. C) passive recipients of the information the sender shares. D) any of the above. Answer: A Explanation: A) Business Communication 2.0 stresses interaction between company levels. For example, Business Communication 2.0 may solicit feedback for a product while it is still being designed, something that would never occur in a Business Communication 1.0 environment. Diff: 2 Page Ref: 16 Skill: Concept Objective: 1 AACSB: Communication Abilities 26) Which of the following is an example of Business Communication 2.0 in action? A) A manager sends out weekly newsletters to employees. B) An electronics store invites customers to submit YouTube videos showing how to install home theater systems. C) An advertising firm creates a television commercial for a local automobile dealer. D) All of the above are examples of Business Communication 2.0. Answer: B Explanation: B) Inviting customers to submit how - to videos accomplishes several things. It helps new users by providing useful information. It also encourages existing customers to feel that they play an important role in the development of the product. This sense of ownership tends to turn them into loyal customers. Diff: 2 Page Ref: 16 Skill: Critical Thinking Objective: 1 AACSB: Communication Abilities 27) Information technology addiction is A) a real problem that can lead to serious psychological problems. B) a false condition concocted by workers who fear technology and its capabilities. C) a condition that affects only those who work in high - tech jobs. D) none of the above. Answer: A Explanation: A) Though it would seem like managers would approve of employees who are obsessed with staying connected, information technology addiction can get out of hand. In the event that a worker seems overly involved with technology, managers should strongly advise obtaining professional help. Diff: 2 Page Ref: 22 Skill: Concept Objective: 5 AACSB: Communication Abilities, Use of IT

  12. Page 12
    Read page 12 as text

    11 28) The "information technology paradox" refers to A) widespread confusion over how to utilize email and IM. B) the idea that technology has cut down interpersonal communication in business. C) the idea that information tools (such as email) can waste as much time as they save. D) none of the above. Answer: C Explanation: C) A good example of the paradox involves the overuse of email. Rather than function as an aid to efficiency, too many email correspondences can force workers into spending a significant part of their day simply keeping up with electronic correspondence. Diff: 3 Page Ref: 22 Skill: Concept Objective: 5 AACSB: Communication Abilities, Use of IT 29) Which of the following is the best solution to technology - related problems such as inappropriate use of the web and social media in the workplace? A) Forbidding employees to use the web while they are in the office B) Requiring employees to turn off their smartphones when they arrive for work C) Developing clear policies that are evenly enforced D) Rewarding employees who call your attention to those who are using these technologies inappropriately Answer: C Explanation: C) Clear rules and policies avoid misunderstandings and hard feelings. When setting guidelines, remember to be reasonable. Sending emails to schedule a daughter's softball game is acceptable. Shopping online for a new garden hose, on the other hand, should be considered unacceptable. Diff: 2 Page Ref: 22 Skill: Critical Thinking Objective: 4 AACSB: Communication Abilities, Use of IT 30) The accepted principles of conduct that govern behavior within a society are known as A) laws. B) social guidelines. C) ethics. D) none of the above. Answer: C Explanation: C) Ethical behavior goes beyond the question of legal or illegal. It may be legal to appropriate the idea of a colleague as your own, but it is not ethical. Diff: 2 Page Ref: 23 Skill: Concept Objective: 3 AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities

  13. Page 13
    Read page 13 as text

    12 31) Which of the following is not a characteristic of ethical communication? A) It includes all relevant information. B) It is designed to hide some negative information. C) It is true in every sense. D) It is not deceptive in any way. Answer: B Explanation: B) Concealing information that could be critical to making a judgment is unethical. It is essentially a form of lying because by not revealing important information the speaker is preventing the truth from being expressed and understood. Diff: 2 Page Ref: 23 Skill: Critical Thinking Objective: 6 AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities 32) All of the following are examples of unethical communication except A) using jargon. B) selective misquoting. C) distorting visuals. D) plagiarism. Answer: A Explanation: A) Jargon may be annoying and may constitute a barrier to effective communication. However, there is nothing morally objectionable to using jargon, so it is not an unethical practice. Diff: 2 Page Ref: 23 Skill: Critical Thinking Objective: 6 AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities 33) Which of the following is the best example of an ethical dilemma? A) Deciding whether or not to promote the employee who has the better performance record or the employee who seems to be the better leader B) Deciding whether or not to tell an employee that he needs to improve his performance C) Deciding whether or not to use the copy machine for personal papers D) Deciding whether or not to declare the costs of your vacation travel as a deductible business expense Answer: A Explanation: A) An ethical dilemma involves two alternatives that may both be right and morally acceptable. The situation is a dilemma because there is no single clear - cut "right" and "wrong" solution to the situation. Diff: 2 Page Ref: 24 Skill: Critical Thinking Objective: 6 AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities

  14. Page 14
    Read page 14 as text

    13 34) Which of the following is an example of an ethical lapse? A) Putting unsigned suggestions in the company suggestion box B) Sharing confidential information with a new employer about your previous (competing) employer's major clients C) Telling your supervisor that another employee is stealing office supplies D) Providing incorrect data in a report, even though you did not know it was incorrect at the time Answer: B Explanation: B) An ethical lapse is nothing more complicated than doing something that you know is wrong. It is referred to as a "lapse" because it is assumed that making an unethical choice is an isolated event and not part of a pattern of behavior. Diff: 2 Page Ref: 24 Skill: Critical Thinking Objective: 6 AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities 35) To help establish clear guidelines for ethical behavior, many companies provide employees a written A) ethics audit. B) ethical dilemma. C) ethical lapse. D) code of ethics. Answer: D Explanation: D) A code of ethics should not be referred to in every decision an employee makes. Rather, a code of ethics serves as general boundaries for employees. They should be familiar enough with the code to know when they have strayed outside of its confines. Diff: 1 Page Ref: 25 Skill: Application Objective: 6 AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities 36) Despite increased market globalization, the nature of business communication has not changed much in recent years. Answer: FALSE Explanation: Technology, diversity, globalization, and an emphasis on small groups and teamwork are just some of the larger factors that have changed the nature business communication in the past few years. Diff: 2 Page Ref: 5 - 7 Skill: Synthesis Objective: 2 AACSB: Communication Abilities, Multicultural and Diversity Understanding

  15. Page 15
    Read page 15 as text

    14 37) Among other factors, the globalization of business has decreased the demand for skilled communicators. Answer: FALSE Explanation: Communication with people from cultures that are different from your own can be difficult. Understanding the subtleties of communication can make an enormous difference when dealing with cross - cultural problems. Diff: 2 Page Ref: 5 Skill: Concept Objective: 2 AACSB: Communication Abilities, Multicultural and Diversity Understanding 38) Workforce diversity includes differences not only in race but also in gender, education, and other areas. Answer: TRUE Explanation: Diversity can be significant even when it involves something as difficult to quantify as life experience. Two different people can have very different takes on a situation if they have different life experiences. These differences are just compounded when differences in race, gender, ethnicity, and so on are thrown into the mix. Diff: 2 Page Ref: 5 Skill: Concept Objective: 2 AACSB: Communication Abilities, Multicultural and Diversity Understanding 39) Knowledge workers specialize in acquiring, processing, and communicating information. Answer: TRUE Explanation: An example of a knowledge worker is a market research specialist who collects data (information), processes the information into a useful form, and communicates conclusions drawn from the data to others. Diff: 2 Page Ref: 6 Skill: Concept Objective: 2 AACSB: Communication Abilities 40) Flatter organizational structures generally create less distortion when it comes to internal communication. Answer: TRUE Explanation: The greatest amount of distortion occurs when one level of an organization interprets information and passes it on to another level with different priorities and perhaps even a different goal. Flatter organizations keep information flowing among individuals who share the same goals and speak the "same language," so distortion is bound to be reduced in this kind of a structure. Diff: 2 Page Ref: 7 Skill: Concept Objective: 3 AACSB: Communication Abilities

  16. Page 16
    Read page 16 as text

    15 41) In a virtual organization, a software company may take in a manufacturing firm to make the DVDs that contain the software that it offers. Answer: TRUE Explanation: In a virtual organization, the company uses the services of another off - site service or company, and uses those services to create its product. Diff: 2 Page Ref: 7 Skill: Concept Objective: 3 AACSB: Communication Abilities 42) A corporate culture is primarily concerned with what kind of art, music, and literature its leaders are interested in. Answer: FALSE Explanation: Corporate culture involves the values of the company and its leaders, not their preferences in the arts. Diff: 2 Page Ref: 7 Skill: Concept Objective: 2 AACSB: Communication Abilities 43) Downward communication flows from employees to executives, providing accurate, timely reports on problems, trends, opportunities, grievances, and performance. Answer: FALSE Explanation: Downward communication strictly refers to information that flows from superiors to people in lower levels. Diff: 2 Page Ref: 8 Skill: Concept Objective: 2 AACSB: Communication Abilities 44) Most of the information that flows downward in an organization is geared toward helping employees do their jobs. Answer: TRUE Explanation: An example of downward communication in car dealer would be to remind sales people to make sure they mention zero - percent interest loans for selected new cars. Presumably, this information would help them sell more cars. Diff: 2 Page Ref: 8 Skill: Concept Objective: 2 AACSB: Communication Abilities

547 more pages in the full document

Unlock it once and it stays in your library, ready to chat with or turn into flashcards.

Unlock the full document

More Business Management study materials

See all

Study this document with CramX

Once it is in your library, every tool can work from it.