Business Communication Today 11th Edition Test Bank

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1Business Communication Today, 11e(Bovee/Thill)Chapter 1 Achieving Success Through Effective Business Communication1) Communication is the process ofA) transferring information and meaning.B) listening actively.C) writing messages.D) none of the above.Answer: AExplanation: A) Communication is a two-way process that begins with the sender and endswhen the receiver acquires information and meaning.Diff: 2Page Ref:3Skill: ConceptObjective: 1AACSB: Communication Abilities2) When it comes to communication skills, employers express particular frustration withA) 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: BExplanation: B) Employers expect employees to speak and write in a professional manner that isclear, direct, and free of slang, jargon, and other inappropriate terms.Diff: 1Page Ref:3Skill: ConceptObjective: 2AACSB: Communication Abilities3) Stakeholders affected by the quality of business communication includeA) customers.B) employees.C) suppliers.D) all of the above.Answer: DExplanation: D) Stakeholders include anyone who is impacted by a company in a direct orindirect way. Customers, suppliers, and employees are all stakeholders, as are shareholders,community members, and the wider world.Diff: 2Page Ref:4Skill: ApplicationObjective: 1AACSB: Communication Abilities

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24) Which of the following isnota 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: BExplanation: B) When stated, opinions should always be identified as opinions, and they shouldbe supported by facts and other forms of evidence.Diff: 2Page Ref:4Skill: Critical ThinkingObjective: 2AACSB: Communication Abilities5) Business communication is often more demanding than social communication becausecommunication on the job is affected byA) the pervasiveness of technology.B) the growing reliance on teamwork in business.C) the globalization of business.D) all of the above.Answer: DExplanation: D) Facility with technology, working collaboratively, and dealing with peoplefrom different cultures with different expectations are all factors that make businesscommunication more challenging than social communication.Diff: 2Page Ref:5-7Skill: SynthesisObjective: 2AACSB: Communication Abilities6) A flatter organizational structureA) 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: BExplanation: B) Tall, hierarchical organizations tend to restrict the free flow of information. Flatorganizations avoid information bottlenecks and the isolation of information that can occur whenone level holds on to information without passing it on to other levels.Diff: 3Page Ref:7Skill: ConceptObjective: 3AACSB: Communication Abilities

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37) In which of the following organizational structures do employees report to two managers atthe same time?A) Virtual organizationB) Matrix structureC) Network structureD) None of the aboveAnswer: BExplanation: B) In a matrix structure, a single employee can have a department boss as well as aproject manager to report to. The employee's overall boss would typically be the departmentboss, but in a matrix structure the person would also report directly to the head of his or herproject team. In this case, the employee would have allegiance to both superiors.Diff: 2Page Ref:7Skill: ConceptObjective: 2AACSB: Communication Abilities8) The termcorporate culturerefers toA) 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 andpersonality.D) a company's sponsorship of events such as concerts and plays.Answer: CExplanation: C) Each corporation has a different culture that reflects its own particular historyand style. Corporate culture is often hard to define, but veteran employees are almost alwayswell aware of the do's and don'ts of their corporate culture. For example, in one company jokingaround with the boss may be encouraged, while a different company that kind of behavior couldget a person fired.Diff: 1Page Ref:7Skill: ConceptObjective: 2AACSB: Communication Abilities9) An example of downward communication isA) 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: BExplanation: B) Downward refers to communication that comes from a superior to a person in alower level or position.Diff: 1Page Ref:8Skill: ApplicationObjective: 1AACSB: Communication Abilities

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410) An example of horizontal communication isA) 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 adifferent department.D) all of the above.Answer: CExplanation: C) This is an example of horizontal communication because it is being transmittedbetween two people who are employed on the same level of the company hierarchy.Diff: 1Page Ref:8Skill: ApplicationObjective: 2AACSB: Communication Abilities11) Every organization hasA) an intranet.B) an extranet.C) an informal communication network.D) a tall communication structure.Answer: CExplanation: C) The informal communication network is located wherever workers congregate,which could be hallways, drinking fountains, or lunchrooms. Informal communication also takesplace on telephones and through email and social networks.Diff: 2Page Ref:8Skill: ConceptObjective: 2AACSB: Communication Abilities12) In most organizations, the rumor mill tends to be particularly active whenA) 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: DExplanation: D) Rumors tend to fly when more official lines of communication break down orare inadquate for some reason. So when employees want to know more, they tend to speculateamong themselves. This feeds fuel into the rumor mill, which tends to operate at high levelsduring conditions of transition or crisis.Diff: 2Page Ref:8Skill: SynthesisObjective: 2AACSB: Communication Abilities

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513) ________ communication flows between departments to help employees share information,coordinate tasks, and solve complex problems.A) UpwardB) DownwardC) HorizontalD) DiagonalAnswer: CExplanation: C) Horizontal communication occurs between employees who are roughly on thesame level. Vertical communication, on the other hand, occurs between employees in differenthierarchical levels.Diff: 1Page Ref:8Skill: ConceptObjective: 2AACSB: Communication Abilities14) Generally speaking, limitations of the formal communication networkA) 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: CExplanation: 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 popularbecause of its ease of use and privacy.Diff: 3Page Ref:8Skill: SynthesisObjective: 2AACSB: Communication Abilities, Use of IT15) 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: AExplanation: A) Audiences tend to tune out when they receive "me" messages. To make sure amessage is heard and understood, focus it on the other person, not yourself.Diff: 2Page Ref:9Skill: ConceptObjective: 3AACSB: Communication Abilities

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616) In the first step of the communication process, the senderA) decides what to say.B) chooses a communication channel.C) has an idea.D) chooses a communication medium.Answer: CExplanation: C) Communication begins with an idea that a person wants to convey to someoneelse. The idea exists purely as a thought and is not necessarily encoded in any form, written orspoken.Diff: 1Page Ref:10Skill: ConceptObjective: 2AACSB: Communication Abilities17) The final step in the communication process isA) receiving the message.B) sending the message.C) giving feedback to the sender.D) interpreting the message.Answer: CExplanation: 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 ithas been interpreted.Diff: 2Page Ref:11Skill: ConceptObjective: 2AACSB: Communication Abilities18) Uncomfortable meeting rooms, multitasking, and computer screens filled with popupmessages are all examples ofA) problems with feedback.B) distractions.C) problems with background differences.D) overload problems.Answer: BExplanation: B) Distractions can be internal or external. An uncomfortable or noisy meetingroom is an example of an external distraction. Multitasking, or thinking about extraneous issueswhen one should be focusing on the issues at hand, is an example of an internal distraction.Diff: 2Page Ref:11Skill: ApplicationObjective: 4AACSB: Communication Abilities

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719) Which of the following isnotone of the five ways to get the audience to notice yourmessages?A) Acknowledge the importance of the situation.B) Practice empathy.C) Use words, images, and designs that are familiar.D) Consider audience expectations.Answer: AExplanation: A) Audiences respond well to messages that are empathetic, contain familiarreferences, and closely match what they are looking for. Stating how important the issue is maybe helpful in special situations, but it is not a practice that should be employed in any generalcapacity.Diff: 2Page Ref:12-13Skill: ConceptObjective: 3AACSB: Communication Abilities20) A manager hears the part of a message that supports his agenda, but doesn't seem to noticeevidence that contradicts his point of view. The manager is engaging inA) discrimination.B) misreading.C) selective perception.D) stereotyping.Answer: CExplanation: 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 supporttheir points of view. When they see or hear only their own point of view, they are engaging inselective perception.Diff: 2Page Ref:13Skill: Critical ThinkingObjective: 4AACSB: Communication Abilities

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821) In order for audience members to respond appropriately to a business message, they mustA) 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: DExplanation: D) Once a message is delivered, the audience starts the communication process byunderstanding the message and recalling what it tried to say. If the audience is able to meet therequest made by the sender, he or she may choose to respond. However, in many cases, theaudience has heard the message and is able to respond, but it has no reason or motivation torespond. For example, a request for sales data may be ignored if the receiver has no sales data tosupply.Diff: 2Page Ref:14Skill: ConceptObjective: 4AACSB: Communication Abilities22) "Business Communication 2.0" refers toA) high-level correspondence as opposed to routine documents.B) a new approach to business communication, emphasizing interaction and conversation ratherthan one-way publication.C) specialized software that enables professionals to create impressive documents easily andefficiently.D) none of the above.Answer: BExplanation: B) The key to Business Communication 2.0 is two-way communication. Acompany doesn't just issue information to its audience. Instead, it issues information in somekind of open format, such as a blog, then waits for response from customers, suppliers, and otherstakeholders. The company may then respond to this feedback. The actual message has now beenauthored by everyone who participated in the conversation.Diff: 1Page Ref:16Skill: ConceptObjective: 1AACSB: Communication Abilities

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923) Whereas Business Communication 1.0 tends to emphasize ________, BusinessCommunication 2.0 focuses more on ________.A) discussion, lectureB) collaboration, isolationC) control, influenceD) permission, intrusionAnswer: CExplanation: C) Business Communication 2.0 recognizes that few audience members like to bedictated to with iron-clad pronouncements. Business Communication 2.0 instead tries toinfluence 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: 3Page Ref:16Skill: ConceptObjective: 1AACSB: Communication Abilities24) Most companies that embrace Business Communication 2.0A) completely abandon the traditional approach to communication.B) will eventually return to a 1.0 approach, since the technology turns out to be too complicatedfor most employees.C) adopt a hybrid approach to communication, in which some messages follow the traditionalmodel and others follow the 2.0 approach.D) do none of the above.Answer: CExplanation: C) Purely informational, no-nonsense communications still often work best with aBusiness Communication 1.0 approach. Companies use the Business Communication 2.0 whenstakes are higher and they are trying to lay claim to new territory or persuade the audience tolook at a situation in a new way.Diff: 2Page Ref:16Skill: SynthesisObjective: 1AACSB: Communication Abilities

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1025) One major difference between the 1.0 and 2.0 approaches to business communication is thatin the 2.0 approach audiences are encouraged to beA) active participants in the communication.B) compliant listeners.C) passive recipients of the information the sender shares.D) any of the above.Answer: AExplanation: A) Business Communication 2.0 stresses interaction between company levels. Forexample, Business Communication 2.0 may solicit feedback for a product while it is still beingdesigned, something that would never occur in a Business Communication 1.0 environment.Diff: 2Page Ref:16Skill: ConceptObjective: 1AACSB: Communication Abilities26) 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 installhome 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: BExplanation: B) Inviting customers to submit how-to videos accomplishes several things. Ithelps new users by providing useful information. It also encourages existing customers to feelthat they play an important role in the development of the product. This sense of ownership tendsto turn them into loyal customers.Diff: 2Page Ref:16Skill: Critical ThinkingObjective: 1AACSB: Communication Abilities27) Information technology addiction isA) 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: AExplanation: A) Though it would seem like managers would approve of employees who areobsessed with staying connected, information technology addiction can get out of hand. In theevent that a worker seems overly involved with technology, managers should strongly adviseobtaining professional help.Diff: 2Page Ref:22Skill: ConceptObjective: 5AACSB: Communication Abilities, Use of IT

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1128) The "information technology paradox" refers toA) 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: CExplanation: C) A good example of the paradox involves the overuse of email. Rather thanfunction as an aid to efficiency, too many email correspondences can force workers intospending a significant part of their day simply keeping up with electronic correspondence.Diff: 3Page Ref:22Skill: ConceptObjective: 5AACSB: Communication Abilities, Use of IT29) Which of the following is the best solution to technology-related problems such asinappropriate use of the web and social media in the workplace?A) Forbidding employees to use the web while they are in the officeB) Requiring employees to turn off their smartphones when they arrive for workC) Developing clear policies that are evenly enforcedD) Rewarding employees who call your attention to those who are using these technologiesinappropriatelyAnswer: CExplanation: C) Clear rules and policies avoid misunderstandings and hard feelings. Whensetting guidelines, remember to be reasonable. Sending emails to schedule a daughter's softballgame is acceptable. Shopping online for a new garden hose, on the other hand, should beconsidered unacceptable.Diff: 2Page Ref:22Skill: Critical ThinkingObjective: 4AACSB: Communication Abilities, Use of IT30) The accepted principles of conduct that govern behavior within a society are known asA) laws.B) social guidelines.C) ethics.D) none of the above.Answer: CExplanation: C) Ethical behavior goes beyond the question of legal or illegal. It may be legal toappropriate the idea of a colleague as your own, but it is not ethical.Diff: 2Page Ref:23Skill: ConceptObjective: 3AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities

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1231) Which of the following isnota 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: BExplanation: 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 ispreventing the truth from being expressed and understood.Diff: 2Page Ref:23Skill: Critical ThinkingObjective: 6AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities32) All of the following are examples of unethical communicationexceptA) using jargon.B) selective misquoting.C) distorting visuals.D) plagiarism.Answer: AExplanation: A) Jargon may be annoying and may constitute a barrier to effectivecommunication. However, there is nothing morally objectionable to using jargon, so it is not anunethical practice.Diff: 2Page Ref:23Skill: Critical ThinkingObjective: 6AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities33) 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 orthe employee who seems to be the better leaderB) Deciding whether or not to tell an employee that he needs to improve his performanceC) Deciding whether or not to use the copy machine for personal papersD) Deciding whether or not to declare the costs of your vacation travel as a deductible businessexpenseAnswer: AExplanation: A) An ethical dilemma involves two alternatives that may both be right andmorally acceptable. The situation is a dilemma because there is no single clear-cut "right" and"wrong" solution to the situation.Diff: 2Page Ref:24Skill: Critical ThinkingObjective: 6AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities

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1334) Which of the following is an example of an ethical lapse?A) Putting unsigned suggestions in the company suggestion boxB) Sharing confidential information with a new employer about your previous (competing)employer's major clientsC) Telling your supervisor that another employee is stealing office suppliesD) Providing incorrect data in a report, even though you did not know it was incorrect at the timeAnswer: BExplanation: B) An ethical lapse is nothing more complicated than doing something that youknow is wrong. It is referred to as a "lapse" because it is assumed that making an unethicalchoice is an isolated event and not part of a pattern of behavior.Diff: 2Page Ref:24Skill: Critical ThinkingObjective: 6AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities35) To help establish clear guidelines for ethical behavior, many companies provide employees awrittenA) ethics audit.B) ethical dilemma.C) ethical lapse.D) code of ethics.Answer: DExplanation: 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 familiarenough with the code to know when they have strayed outside of its confines.Diff: 1Page Ref:25Skill: ApplicationObjective: 6AACSB: Communication Abilities, Ethical Understanding and Reasoning Abilities36) Despite increased market globalization, the nature of business communication has notchanged much in recent years.Answer: FALSEExplanation: Technology, diversity, globalization, and an emphasis on small groups andteamwork are just some of the larger factors that have changed the nature businesscommunication in the past few years.Diff: 2Page Ref:5-7Skill: SynthesisObjective: 2AACSB: Communication Abilities, Multicultural and Diversity Understanding

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1437) Among other factors, the globalization of business has decreased the demand for skilledcommunicators.Answer: FALSEExplanation: Communication with people from cultures that are different from your own can bedifficult. Understanding the subtleties of communication can make an enormous difference whendealing with cross-cultural problems.Diff: 2Page Ref:5Skill: ConceptObjective: 2AACSB: Communication Abilities, Multicultural and Diversity Understanding38) Workforce diversity includes differences not only in race but also in gender, education, andother areas.Answer: TRUEExplanation: Diversity can be significant even when it involves something as difficult toquantify as life experience. Two different people can have very different takes on a situation ifthey have different life experiences. These differences are just compounded when differences inrace, gender, ethnicity, and so on are thrown into the mix.Diff: 2Page Ref:5Skill: ConceptObjective: 2AACSB: Communication Abilities, Multicultural and Diversity Understanding39) Knowledge workers specialize in acquiring, processing, and communicating information.Answer: TRUEExplanation: An example of a knowledge worker is a market research specialist who collectsdata (information), processes the information into a useful form, and communicates conclusionsdrawn from the data to others.Diff: 2Page Ref:6Skill: ConceptObjective: 2AACSB: Communication Abilities40) Flatter organizational structures generally create less distortion when it comes to internalcommunication.Answer: TRUEExplanation: The greatest amount of distortion occurs when one level of an organizationinterprets information and passes it on to another level with different priorities and perhaps evena different goal. Flatter organizations keep information flowing among individuals who share thesame goals and speak the "same language," so distortion is bound to be reduced in this kind of astructure.Diff: 2Page Ref:7Skill: ConceptObjective: 3AACSB: Communication Abilities

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1541) In a virtual organization, a software company may take in a manufacturing firm to make theDVDs that contain the software that it offers.Answer: TRUEExplanation: In a virtual organization, the company uses the services of another off-site serviceor company, and uses those services to create its product.Diff: 2Page Ref:7Skill: ConceptObjective: 3AACSB: Communication Abilities42) A corporate culture is primarily concerned with what kind of art, music, and literature itsleaders are interested in.Answer: FALSEExplanation: Corporate culture involves the values of the company and its leaders, not theirpreferences in the arts.Diff: 2Page Ref:7Skill: ConceptObjective: 2AACSB: Communication Abilities43) Downward communication flows from employees to executives, providing accurate, timelyreports on problems, trends, opportunities, grievances, and performance.Answer: FALSEExplanation: Downward communication strictly refers to information that flows from superiorsto people in lower levels.Diff: 2Page Ref:8Skill: ConceptObjective: 2AACSB: Communication Abilities44) Most of the information that flows downward in an organization is geared toward helpingemployees do their jobs.Answer: TRUEExplanation: An example of downward communication in car dealer would be to remind salespeople to make sure they mention zero-percent interest loans for selected new cars. Presumably,this information would help them sell more cars.Diff: 2Page Ref:8Skill: ConceptObjective: 2AACSB: Communication Abilities

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