Essentials of Business Communication Canadian 6th Edition Test Bank

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TEST BANK–CHAPTER1⚫437Chapter 1—Test BankCareer SuccessBegins WithCommunication SkillsDIFFICULTY (DIF)TYPEOTHER CODES5 = Most difficultAp: Application questionANS: Answer3 = Average difficultyCon: Conceptual questionREF: Page Reference1 = Least difficultDef: DefinitionOBJ: Chapter ObjectiveNOT: Note (feedback/explanations)AAC: AACSB CompetenciesMultiple Choice1.One of the fastest ways to ensure your career success is toa.learn how to design Web pages.b.post apersuasive résuméonline.c.develop excellent communication skills.d.invite your boss out to lunch periodically.ANS:cREF: p.2TYPE: ConDIF: 3TOP:Communication Skills: Your Ticket to Work or Your Ticket Out the DoorNOT:Developing excellent communication skills is one of the fastest ways to ensureyour career success.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion2.On the job you are more likely to be taken seriously and promoted if youa.look and sound professional.b.frame your degree or certificate and hang it on your office or cubicle wall.c.appear to be busy even when you’re not really doing anything.d.do all of the above.ANS: aREF: pp.4-5TYPE: ConDIF: 3TOP: Professionalism Counts With EmployersNOT:If you look and sound professional while working, you are more likely to betakenseriously and promoted.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion3.Becausethe U.S. economy is increasingly _____________ based, education isextremely important.a.politicallyb.productionc.knowledged.laborANS: cREF: p.9TYPE: ConDIF: 3TOP: How Does Your Education Affect Your Income?

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438⚫CHAPTER1–TEST BANKNOT:Because the U.S. economy is increasingly knowledge based, education isextremely important. Two thirds of all new jobs require some kind of postsecondaryeducation.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion4.Major trends in today’s dynamic world of work includeincreased emphasis onself-directed work groups and virtual teams,heightened global competition,innovativecommunication technologies,new work environments,andfocusona.creating an entirely online presence.b.promoting from within.c.restructuring and downsizing.d.information and knowledge as corporate assets.ANS: dREF:p.7TYPE: ConDIF: 3TOP: Succeeding in the Changing World of WorkNOT: A major trend in the new world of work includesa focus on information andknowledge as corporate assets.Corporate America is increasingly aware thatinformation is the key to better products and increased profitability.Other trends intoday’s workplace include flattened management hierarchies and more participatorymanagement.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion5.Communication is defined as “the transmission of information and meaning from oneindividual or group to another.” The crucial element of this definition is_______________.a.transmission.b.information.c.meaning.d.all of the above are equally important.ANS: cREF: p.7TYPE:ConDIF: 3TOP:Understanding the Communication ProcessNOT:Communication is successful only if meaning is exchanged, making “meaning”the crucial element. You can send information; but if it means nothing to the receiver,true communication has not occurred.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion6.The communication process begins whenthe sendera.determines the appropriate communication channel.b.has an idea.c.encodes an idea into a message.d.plans for feedback.ANS: bREF: p.10TYPE: ConDIF: 3TOP: Understanding the Communication Process

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TEST BANK–CHAPTER1⚫439NOT: The communication process begins when the sender has an idea.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion7.Many of us are poor listeners becausea.the brain can process information at least three times as fast as people talk.b.we tend to “tune out” speakers whose ideas run counter to our own.c.we would rather talk than listen.d.All answer choices are correct.ANS: dREF: p.11TYPE: ConDIF: 3TOP:Barriers to Effective ListeningNOT: Many of us are poor listeners because our brains can process information fasterthan speakers talk, because we tend to “tune out” speakers whose ideas run counter toour own, and because we would rather talk than listen.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion8.You can improve your listening skills if you follow tips for active listening, includinga.keeping an open mind, establishing a receptive mind-set, and listening between thelines.b.establishing a receptive mind-set, concentrating on appearance and delivery, andsifting information through biases.c.capitalizing on lag time, concentrating on your next comment, and taking as manynotes as possible.d.All answer choices are correct.ANS: aREF: p.12TYPE: ConDIF: 3TOP:Improving Listening SkillsNOT: Active listening tips includestopping your talking, controlling your surroundings,establishing a receptive mind-set, keeping an open mind, listening for main points,capitalizing on lag time, listening between the lines, judging ideas and not appearances,holding your fire,taking selective notes,and providing feedback. They do not includeusing biases or concentrating on appearances or your own next comment.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion9.Your boss is giving instructions for a new method of keeping expense accounts.However,you find it difficult to concentrate because you think the change isunnecessary. What type of barrier to effective listening are you experiencing?a.Language problem barrierb.Psychological barrierc.Physical barrierd.Nonverbal distraction barrierANS: bREF: p. 12TYPE: ApDIF: 5TOP: Keys to Building PowerfulListening Skills

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440⚫CHAPTER1–TEST BANKNOT: You are experiencing a psychological barrier. Psychological barriers result fromhaving different cultural, ethical, and personal values, including preconceived thoughts.Language barriers refer to word choices, physical barriers refer to problems in thesetting, and nonverbal barriers refer to body language and other delivery dynamics.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis10.A listener who nods her head and maintains eye contact with a speaker is probablya.listening activelytowhat the speaker is saying.b.not understanding what the speaker is saying.c.faking attention while she listens to music on her MP3 player.d.formulating her response to a point with which she disagrees.ANS: aREF: p.12TYPE: ApDIF: 5TOP: Keys to Building PowerfulListening SkillsNOT: While it is possible this listener is confused, faking attention, or considering asnappy comeback, the eye contact and head nodding probably indicate she islisteningactively to and isinterested in the speaker’s message.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis11.Brian is attending a seminar on workplace efficiency and must make a presentation onthis topic when he returns to work. Brian can increase his comprehension by keeping anopen mind, listening for main points, taking selective notes, anda.closing his eyes.b.speaking up immediately when he does not agree with the speaker.c.filling in the lag time by reviewing in his mind other things he must do that day.d.judging ideas, not appearances.ANS: dREF: p.12TYPE: ApDIF: 5TOP: Keys to Building PowerfulListening SkillsNOT: Brian will comprehend better, and probably make a better presentation back atwork, if he judges ideas and not appearances. If he disagrees with the speaker, he shouldnot immediately speak up, and he should not let his mind wander to other tasks he needstodo. He also needs to maintain eye contact with the speaker.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis12.Ameliahas made a conscious effort to become an active listener. Therefore,she shutsdown her computer, turns off her cell phone, and asks her assistant to hold all incomingcalls when she conducts interviews. What technique is she using to improve listening?a.Keeping an open mindb.Establishing a receptive mind-setc.Capitalizing on lag timed.Controlling her surroundingsANS: dREF: p.12TYPE: ApDIF: 5TOP: Keys to Building PowerfulListening Skills

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TEST BANK–CHAPTER1⚫441NOT: Active listeners strive to do all of these, butAmeliais focusing on controlling hersurroundings by removing as many competing sounds and distractions as possible.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis13.Which of the following is considered a form of nonverbal communication?a.Facial expressions, such as a frown orraising the eyebrowsb.Eye contact, such as staring or avoiding looking someone in the eyec.Time, such as showing up too late or too earlyd.All of the above are forms of nonverbal communicationANS: dREF: p.12TYPE: ConDIF: 3TOP: Enhancing Your Nonverbal Communication SkillsNOT: All of the options listed are forms of nonverbal communication. Facialexpressions, eye contact, and use of time are just a few examples of forms of nonverbalcommunication.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion14.Nonverbal communication includesa.all unwritten and unspoken messages, intended or not.b.only body language and gestures that accompany a spoken message.c.only eye contact and facial expressions that support the meaning of the words.d.only cues that reveal agreement with or contradiction of the verbal message.ANS: aREF: p.12TYPE: ConDIF: 3TOP: Enhancing Your Nonverbal Communication SkillsNOT: Nonverbal communication is all communication except the actual words (verbalcommunication). Body language, eye contact, gestures, and facial expressions are only apart of nonverbal communication.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion15.Most people think that the best predictor of a speaker’s true feelings is his or hera.facial expressions.b.posture.c.gestures.d.eyes.ANS: dREF: p.13TYPE: ConDIF: 3TOP:How the Eyes, Face, and Body Send Silent MessagesNOT: While all of these types of nonverbal communication may provide someindication of the speaker’s feelings, most people think that the eyes are the bestpredictor of a speaker’s true feelings.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

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442⚫CHAPTER1–TEST BANK16.Suzanne wants to make a good impression during a job interview. What should she do?a.Avoid eye contact with her interviewer in order to show respect.b.Slump down in her chair to show that she’s relaxed.c.Wear professional business attire.d.She should do all of the above.ANS: cREF: p.15TYPE: ApDIF: 5TOP:How Appearance Sends Silent MessagesNOT: Suzanne should wear professional business attire to send a positive message tothe interview. She should also maintain eye contact to signal interest, attentiveness,strength, and credibility. In addition, she should encourage communication andinteraction by leaning forward, sitting erect, and looking alert during the interview.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis17.Melissa noticed that Stephen slammed his desk drawer right after he said that he washappy to work late. Melissa shoulda.tell Stephen that he should behave more professionally.b.respond to the verbal message only and thank him for working late.c.politely seek additional information by saying,I’m not sure that you really want tostay late. Do you havesomewhereyou need to be?d.fire Stephen for insubordination.ANS: cREF: p.15TYPE: ApDIF: 5TOP: Keys to Building Strong Nonverbal SkillsNOT: When you perceive nonverbal cues that contradict verbal meanings, politelyprobe for more information. You can improve communication and resolve confusion byasking a sincere, polite question.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis18.Every country has a unique culture or common heritage thata.teaches its members how to behave and conditions their reactions.b.results from a common gene pool.c.is created by a structured educational system.d.comes from an orderly system of government and laws.ANS: aREF: p.16TYPE: ConDIF: 3TOP: How Culture Affects CommunicationNOT: Every country has a unique culture or common heritage that teaches its membershow to behave and conditions their reactions. This culture or common heritage hasnothing to do with a common gene pool.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

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TEST BANK–CHAPTER1⚫44319.Communicators in _____________ cultures (such as those in North America,Scandinavia, and Germany) depend little on the context of a situation to convey theirmeaning. They tend to be logical, analytical, and action oriented.a.high-contextb.Asianc.ancientd.low-contextANS: dREF: pp.16-17TYPE: ConDIF: 3TOP:ContextNOT: Communicators in low-context cultures tend to be logical, analytical, and action-oriented. They depend little on the context of a situation to convey meaning.AAC: Tier 1—Diversity; Tier 2—ContextsAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion20.North Americans value straightforwardness and are suspicious of evasiveness. Thesetraits identify the cultural dimension ofa.individualism.b.formality.c.communication style.d.time orientation.ANS: cREF: p.18TYPE:ConDIF: 3TOP:CommunicationNOT: In business situations, North Americans tend to value straightforwardness and aresuspicious of evasiveness. These values illustrate communication style.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion21.An American businessperson who thinks that all Swiss are hard-working, efficient, andneat is illustrating an example ofa.ethnocentrism.b.tolerance.c.stereotyping.d.a cultural norm.ANS: cREF: p.19TYPE:ApDIF: 5TOP: Controlling Ethnocentrism and StereotypingNOT: The belief that all members of a group have the same behavioral pattern isstereotypingand notethnocentrism, tolerance, or acultural norm.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis

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444⚫CHAPTER1–TEST BANK22.Robert frequently comments that he likes working independently becausethat’s theAmerican way—and the American way is the best way!Robert’s belief in the superiorityof his own culture is an example ofa.stereotyping.b.individualism.c.ethnocentrism.d.communication style.ANS: cREF: p.19TYPE: ApDIF: 5TOP: Controlling Ethnocentrism and StereotypingNOT: Ethnocentrismreveals itselfin statements such as “The American way is the bestway.” This type of ethnocentrism may be accompanied by stereotyping, which is anoversimplified behavior pattern applied to entire groups. Neither of thesebeliefsislikely to help you communicate with other cultures.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis23.Working with people from other cultures will requires tolerance. One of the best waysto become more tolerant is bya.practicing empathy.b.increasing your individualism.c.encouraging ethnocentrism.d.knowing your communication style.ANS: aREF: p.19TYPE: ConDIF: 3TOP: Controlling Ethnocentrism and StereotypingNOT: Tolerance requires you to have sympathy for and appreciation of the customs ofother cultures. You develop thistolerancethrough practicing empathy, which helps youto see the world through another’s eyes. If you are more individualistic or ethnocentric,you will probably have less tolerance.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion24.While conducting business with a customer fromItaly,Zoewas careful to speak slowlyand clearly, using short sentences and short, familiar words. But she noticed that thecustomer had a glazed expression and did not understand her.Zoeshoulda.repeat what she has said in a louder voice.b.graciously accept the blame for not making her meaning clear.c.end the conversation until an interpreter can be found.d.require theItalianbusinessperson to restate the message in simple words.ANS: bREF:p.20TYPE:ApDIF: 5TOP:How to MinimizeOral Miscommunication AmongInterculturalAudiencesNOT:Zoedid well to speak slowly, simply, and clearly with this customer. Now she shouldgraciously accept the blame for not being clear instead of repeating the same words moreloudly or asking the other person to restate her message.AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives

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TEST BANK–CHAPTER1⚫445AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis25.When speaking with someone for whom English is a second language, you should talkslowly, enunciate clearly,check frequently for comprehension,observe eye messages,listen without interrupting,anda.follow up in writing.b.avoid smiling, which might make you appear to lack seriousness.c.use vocabulary words that will impress the listener.d.assume that the listener understands if he or she nods and smiles in agreement.ANS: aREF: p.20TYPE: ConDIF: 3TOP:How to MinimizeOral Miscommunication AmongInterculturalAudiencesNOT: When speaking with someone for whom English is a second language, youshouldconfirm the results and agreements in writing.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion26.When writing for a multicultural audience, you are more likely to be understood if youuse short sentences and short paragraphs and if you includea.slang, such asThis product really rocks!b.idioms, such asYou can improve your bottom linebyusing this product.c.acronyms, such asASAP.d.action-specific verbs, such ase-mail me if you have any questionsrather thancontact me if you have any questions.ANS: dREF: pp.20-21TYPE: ConDIF: 3TOP:How to MinimizeWritten Miscommunication AmongInterculturalAudiencesNOT: A multicultural audience is less likely to understand American slang, idioms, oracronyms. The audience is more likely to understand clear writing that uses shortsentences, short paragraphs, and action-specific verbs.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Diversity; Tier 2—Cultural Imperatives27.Max is preparing a contract between his company and one in Mexico. What should hedo when citing numbers in the contract?a.Use figures for all dates for clarity.b.Use American currency figures.c.Use figures instead of spelling them out.d.Do all of the above.ANS: cREF: p.21TYPE:ApDIF: 5TOP:How to Minimize Written Miscommunication Among Intercultural AudiencesNOT:In citing numbers, Max should use figures (for example,15) instead of spellingthem out (for example,fifteen). He should convert dollar figures into local currency andavoid using figures to expressmonths. For clarity, he shouldinsteadspell out the month.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis

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446⚫CHAPTER1–TEST BANK28.Which of the following is a benefit of a diverse work environment?a.Better abilityto create the productsthatconsumers desireb.Fewer discrimination lawsuits, fewer union clashes, and less government regulatoryactionc.Improvement of employee relationships and increased productivityd.All of the above are benefits of a diverse work environment.ANS: dREF:p.21TYPE: ConDIF: 3TOP: Benefits of a Diverse WorkforceNOT:Organizations that hire employees with various experiences and backgrounds arebetter able to create the productsthatconsumers desire.In addition,organizations thatset aside time and resources to cultivate and capitalize on diversity will suffer fewerdiscrimination lawsuits, fewer union clashes, and less government regulatory action.Most important is the growing realization among organizations that diversity is a criticalbottom-linebusiness strategy to improve employee relationships and to increaseproductivity.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion29.MegahertzTechnologySolutions, Inc. recently suffered a discrimination lawsuit.Advice to improve its workforce diversity is likely to include understanding the value ofdifferences,providing diversity training for employees,building on similarities,anda.hiring a more homogenous work group.b.making fewer assumptions.c.requiring all employees to use jargon that conveys stereotypes.d.making sure all employees conform to a standard company culture.ANS: bREF: p.22TYPE:ApDIF: 5TOP:ImprovingCommunicationAmongDiverse Workplace AudiencesNOT:MegahertzTechnologySolutions, Inc.can capitalize on workforce diversity byunderstanding the value of differences, byproviding diversity training for employees,by building on similarities, and bymaking fewer assumptions.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis30.Workers who communicate successfully with diverse audiences must make fewassumptions, learn about their own and other cultures, anda.seek common ground.b.help others conform.c.avoid noticing differences.d.All answer choices are correct.ANS: aREF: p.22TYPE: ConDIF: 3TOP:ImprovingCommunicationAmongDiverse Workplace Audiences

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TEST BANK–CHAPTER1⚫447NOT: Successful communicators avoid assumptions; learn about all cultures; invite, use,and give feedback; and seek common ground. Pretending differences don’t exist or tryingto help others conform will not improve your communication success with diversepopulations who desire to be recognized and respected.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—ConclusionTrue-False1.In making hiring decisions, employers often rank communication skills among the mostrequested competencies.ANS: TREF: p.2TYPE: ConDIF: 3TOP: The Importance ofCommunication Skillsto Your CareerNOT:Employers often rank communication skills among the most requestedcompetencies in making hiring decisions.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion2.Because of today’s communication technology, writing skills are less important than inthe past.ANS: FREF: p3TYPE: ConDIF: 3TOP: Why Are Writing Skills Increasingly Important?NOT:Writing skills are particularly important on the job today because people arewriting more than ever before and because many people work together but are notphysically together.AAC: Tier 1—Reflective Thinking; Tier 2—ConclusionAAC: Tier 1—Use of information technology; Tier 2—Communication evolution3.We are born with the ability to read, listen, speak, and write.ANS: FREF: p.6TYPE: ConDIF: 3TOP: Using This Book to Build Your Career Communication SkillsNOT:The abilities to read, listen, speak, and write effectively are not inborn. When itcomes to communication, it is more nurture than nature. Good communicators are notborn; they are made.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion4.Theresawill be workingwithAlexon a virtual teamto developa new marketing plan.Becausethey won’t meet face to face, their work will be less dependent on goodcommunication skills.ANS: FREF: p.7TYPE: ApDIF: 5TOP: Succeeding in the Changing World of Work

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448⚫CHAPTER1–TEST BANKNOT:TheresaandAlexare among many employees who are workingonvirtual teams.This means they will be more dependent on their communication skills to work togethereffectively.AAC: Tier 1—Patterns; Tier 2—TeamworkAAC: Tier 1—Use of information technology; Tier 2—Asynchronous messaging, Synchronousmessaging, Communication evolutionAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis5.The central objective of communication is the transmission of meaning.ANS: TREF: p. 10TYPE: ConDIF: 3TOP: Understanding the Communication ProcessNOT: Simply putting a message out, whether spoken or written, does not meet the purposeof communication. Meaning must be sent and received. The transmission of the words mustresult in understanding for communication to occur.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion6.Anything that disrupts the transmission of a message in the communication process iscallednoise.ANS: TREF: p.10TYPE: DefDIF: 1TOP:Understanding the Communication ProcessNOT:Anything that disrupts the transmission of a message in the communicationprocess is callednoise. Channel noise ranges from static that disrupts a telephoneconversation to spelling errors in an e-mail message.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion7.Words have the same basic meanings for everyone; therefore, messages communicatedverbally are always understood.ANS: FREF: p. 10TYPE: ConDIF: 3TOP:Understanding the Communication ProcessNOT: A major problem when communicating any message verbally is that words havedifferent meanings for different people. This is why skilled communicators try to usefamiliar words with concrete meanings.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion8.After explaining a new procedure to her employees, Amyasks, “Is there anything thatwasn’t clear?”She is asking this question to encourage feedback.ANS: TREF: pp.10-11TYPE: ApDIF: 5TOP:Understanding the Communication ProcessNOT:Amycanencouragefeedback by asking questions such as “Is there anything thatwasn’tclear?”AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis9.Mostpeople listen with 50 percent or higherefficiency.

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TEST BANK–CHAPTER1⚫449ANS: FREF: p.11TYPE: ConDIF: 3TOP:Improving Listening SkillsNOT:Some researchers suggest that we listen at only 25 percent efficiency.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion10.Psychological barriers to listening include hearing disabilities, poor acoustics, and noisysurroundings.ANS: FREF: p.11TYPE: ConDIF: 3TOP:Barriers to Effective ListeningNOT: Physical, not psychological, barriers include hearing disabilities, poor acoustics,and noisy surroundings.Psychological barriers occur because we each bring a uniqueset of cultural, ethical, and personal values to the communication process.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion11.If you want to become a better listener, your first step is to stop talking.ANS: TREF: p.12TYPE: ConDIF: 3TOP: Keys to Building PowerfulListening SkillsNOT: It is human nature to prefer to talk than to listen. To improve listening skills, youmust, indeed, stop talking and listen more to practice active listening skills.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion12.Brooke is listening to a difficult presentation on nanotechnology development. As agood listener, she should take complete notes of everything said.ANS: FREF: p. 12TYPE: ApDIF: 5TOP: Keys to Building Powerful Listening SkillsNOT: Good listeners take selective notes of the most important points, but do notallowthe note-taking process to interfere with concentration on the total message.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis13.When verbal and nonverbal messages conflict, listeners tend to believe the verbalmessage.ANS: FREF: p.13TYPE: ConDIF: 3TOP: Enhancing Your Nonverbal Communication SkillsNOT: When verbal and nonverbal messages conflict, listeners tend to believe thenonverbal message.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

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450⚫CHAPTER1–TEST BANK14.Both your personal appearance and the physical appearance of your business documentstransmit immediate and important nonverbal messages.ANS: TREF: p.15TYPE: ConDIF: 3TOP: How Appearance SilentSendsMessagesNOT: Employees send important nonverbal messages to others through their physicalappearance andthroughthe way theirbusiness documents look. Both personalappearanceandthe physical appearance of adocumentcanhave a positive or a negativeeffect on the receiver.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion15.Zach’scompany does business globally. By associating with people from diversecultures,Zachcan widen his knowledge of intercultural messages and can increase histolerance of differences.ANS: TREF: p.15TYPE: ApDIF: 5TOP:Keys to Building Strong Nonverbal SkillsNOT: Associating with other cultures, both at work and at leisure, can improve yournonverbal skills by widening your knowledge of and tolerance for interculturalnonverbal messages.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis16.Greg will be the student speaker for graduation. To ensure that his nonverbal cuessupport his verbal message, he should ask friends and family to monitor his consciousand unconscious body movements and gestures.ANS: TREF: p.15TYPE: ApDIF: 5TOP:Keys to Building Strong NonverbalSkillsNOT: You can ensure that your verbal and nonverbal messages matchbyasking family andfriends to observe your presentation to monitor your nonverbal behavior. Anothereffectivetechnique is to videotape yourself so that you can evaluate your presentation skills.AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis17.Josephwill betravelingto South America to increase sales for his company. Becausethe meanings of nonverbal gestures are similar in all cultures,Josephcanindicate thateverything is OK with his South American customers by using his thumb and forefingerto form a circle.ANS: FREF: p.16TYPE: ApDIF: 5TOP:How Culture Affects CommunicationNOT: The meanings of many nonverbal gestures differ from culture to culture. Don’tassume that a familiar American gesture has universal meaning.In fact, forming thethumb and forefinger in a circle is obscene in South America.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis

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TEST BANK–CHAPTER1⚫45118.Lauravalues individualism and personal responsibility in herself and coworkers.Thesevalues aretypical of North American culture.ANS: TREF: pp.17-18TYPE: ApDIF: 5TOP: IndividualismNOT: As a typical North American,Lauratends to value individualism andresponsibility.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis19.Bijan and his family place great emphasis on tradition, ceremony, and social rules. Bijanis most likelya member of a low-context culture.ANS: FREF: p.18TYPE: ApDIF: 5TOP: FormalityNOT:People in high-context cultures place more emphasis on tradition, ceremony, andsocial rules than members of low-context culturesdo.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion, Analysis20.North Americans consider time a precious commodity and correlate it with productivity,efficiency, and money.ANS: TREF: pp.18-19TYPE: ConDIF: 3TOP: TimeNOT:North Americans consider time a precious commodity. They correlate time withproductivity, efficiency, and money. Keeping people waiting for business appointmentswastes time and is rude.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion21.Cross-cultural communication can be improved by practicing tolerance andethnocentrism.ANS: FREF: p.19TYPE: ConDIF: 3TOP: Controlling Ethnocentrism and StereotypingNOT:Ethnocentrismis the belief in the superiority of one’s own culture. It is wise to betolerant in cross-cultural communication, but ethnocentrism can handicapcommunication.AAC: Tier 1—Diversity; Tier 2—Cultural ImperativesAAC: Tier 1—Reflective Thinking; Tier 2—Conclusion22.For international trade it is a good idea to learn and use the metric system.ANS: TREF: p.21TYPE: ConDIF: 3TOP: How to Minimize Written Miscommunication Among Intercultural Audiences

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