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Solution Manual for Business Communication Essentials Fundamental Skills for the Mobile-Digital-Social Workplace, 8th Edition

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    Business Communication Essentials 8 th Edition Courtland L. Bovée John V. Thill Test Bank (Download only) for Business Communication Essentials: Fundamental Skills for the Mobile - Digital - Social Workplace Susan Schanne

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    1 Business Communication Essentials, 8e (Bovee/Thill) Chapter 1 Understanding Business Communication in Today's Workplace 1) How does communication affect the leadership process? A) The higher in the organization one moves, the more employees, and therefore more possible communication issues. B) The lower in the organization one is, the more one is judged on communication skills. C) The lower in the organization one is, the more often one's work is reviewed for accuracy and attention to basic communication conventions. D) The higher in the organization one moves, the more time one spends on the task of communicating. E) The higher in the organization one moves, the less time one spends on the task of communicating. Answer: D Explanation: If you launch a company or move into an executive role in an existing organization, you can expect communication to consume the majority of your time. Top executives spend most of their workdays communicating, and businesspeople who can't communicate well don't stand much chance of reaching the top. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Moderate Question Cat.: Application AACSB: Interpersonal relations and teamwork 2) Which of the following is promoted when you use effective communication skills? A) Faster problem solving B) Less trust between you and your coworkers C) Minimal engagement between workers D) Independent decision making E) Increase business costs on safety issues Answer: A Explanation: Effective communication strengthens the connection between a company and all of its stakeholders. One benefit of effective communication is increased productivity and faster problem solving. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Moderate Question Cat.: Application AACSB: Written and oral communication

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    2 3) Which of the following best describes the process of communication? A) Transferring of information between senders and receivers B) Using digital media to convey data C) Providing inspiration to others D) Agreeing upon meaning E) Selling an idea to those who may need it Answer: A Explanation: Communication is the process of transferring information and meaning between senders and receivers using a variety of methods and resources. It may or may not inspire others, and meaning may not be agreed upon. The essence of communication is sharing in a way that benefits both the sender and the receiver. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Easy Question Cat.: Concept AACSB: Application of knowledge 4) Which of the following best supports the need for effective communication in a person's career? A) The more technical the position, the less likely the employee will need to communicate outside of the organization. B) The higher in the organization an employee is, the more likely the employee will need to communicate effectively both internally and externally to the organization. C) The higher in the organization an employee is, the less likely the employee will need to communicate effectively both internally and externally to the organization. D) Top executives spend very little of the workday communicating with others. E) Top executives spend more time listening than communicating. Answer: B Explanation: As one moves into leadership position, more time is consumed by the communication process, including written, verbal, and listening skills. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Easy Question Cat.: Concept AACSB: Written and oral communication

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    3 5) Which of the following is the result of using an effective communication process in an organization? A) An effective communication process slows down the problem-solving time, allowing for better analysis of options before decisions are made. B) An effective communication process hampers employee satisfaction and increases employee turnover. C) An effective communication process increases timely, reliable information, leading to "information overload" during the decision-making process. D) An effective communication process is more costly than other communication processes. E) An effective communication process provides the ability to influence conversations, perceptions, and trends. Answer: E Explanation: Effective communication allows for timely and reliable information, allowing for greater influence over conversations, perceptions, and trends. Effective communication often saves time and resources and allows for a better decision making process. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Moderate Question Cat.: Application AACSB: Written and oral communication 6) Which of the following least supports the purpose of communication? A) Providing data B) Providing information C) Providing inspiration D) Providing control E) Providing insight Answer: D Explanation: The essence of communication is sharing — providing data, information, insights, and inspiration in an exchange that benefits both you and the people with whom you are communicating. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Moderate Question Cat.: Application AACSB: Written and oral communication

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    4 7) In which of the following fields would the ability to share complex ideas about a project be most critical? A) Engineering B) Sales C) Human resources D) Entrepreneurial start ups E) Independent contractors Answer: A Explanation: While strong communication skills in any field are often critical to success, the ability to present complex ideas in a clear and easy to understand manner is most important in technical fields such as engineering and finance. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Moderate Question Cat.: Application AACSB: Interpersonal relations and teamwork 8) Crafting a message to generate a specific response from an audience requires the use of what type of information? A) Practical B) Factual C) Concise D) Clear E) Detailed Answer: D Explanation: Clarifying expectations and responsibilities will generate a specific response from a specific audience, and should clearly state what is expected from them. This is different than a persuasive message that explains the benefits of the desired response. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Moderate Question Cat.: Application AACSB: Reflective thinking

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    5 9) When developing a recommendation for action that might be construed negatively by stakeholders, what technique should be incorporated in the communication? A) Practical and useful information only B) Factual information that supports the opinion C) Conciseness to save people's time D) Clearly identified concepts E) Detailed information that explains every possible opinion Answer: B Explanation: Even when an opinion is called for, presenting compelling evidence to support the opinion is necessary. When presenting information that may be considered negative, an objective, fact-based argument will aid in objectivity in the decision-making process. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Challenging Question Cat.: Synthesis AACSB: Analytical thinking 10) Giving opinions as vague impressions allows the reader to form their own opinion about the validity of information provided. Answer: FALSE Explanation: Use concrete language, specific detail and information that is clear, convincing, accurate and ethical. When an opinion is called for, present compelling evidence to support your conclusion. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Easy Question Cat.: Application AACSB: Written and oral communication 11) Strong communication skills provide an opportunity to stand out from the competition. Answer: TRUE Explanation: The ability to write, speak well, and listen well and the ability to recognize the appropriate way to communicate in any situation will help create a major advantage throughout one's career. Learning Obj: LO: 1.1: Define communication, and explain the importance of effective business communication. Difficulty: Easy Question Cat.: Concept AACSB: Written and oral communication

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    6 12) An audience-centered approach means focusing on what? A) The corporation's needs B) The sender's needs C) Technology use D) The audience's needs E) Time Answer: D Explanation: Successful communication is based on providing information based on the audience's needs and level of understanding, not the sender's needs and level of understanding. If the audience does not understand and accept a message, the communication has failed, regardless of the sender's needs to communicate. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Application AACSB: Reflective thinking 13) Using concrete and specific language and including evidence to support a conclusion is an example of what type of information? A) Practical B) Factual C) Concise D) Clear E) Persuasive Answer: B Explanation: Using concrete language, specific detail, and information that is clear, convincing, accurate and ethical helps support factual information in any communication. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Application AACSB: Reflective thinking

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    7 14) Performing at a high level and conducting oneself with purpose and pride is an example of what? A) Ethical behavior B) Strong communication skills C) Being a team player D) Ethics E) Professionalism Answer: E Explanation: Professionalism is the quality of performing at a high level and includes making meaningful contributions. Distinct traits of professionalism include striving to excel, being dependable and accountable, being a team player, demonstrating etiquette, making ethical decisions and maintaining a positive outlook. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Concept AACSB: Interpersonal relations and teamwork 15) Professionalism includes knowing how to contribute to a larger cause, and includes knowing how to resolve conflicts and interacting with a variety of personalities, which is referred to as what? A) Being positive B) Being ethical C) Being a team player D) Being dependable E) Being respectful Answer: C Explanation: Professionalism includes being a team player, which includes contributing to a larger cause and making others around them better. To be a team player, you have to be able to collaborate, resolve conflicts, and interact with a wide variety of personalities. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Concept AACSB: Interpersonal relations and teamwork

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    8 16) A communicator's ability to listen, understand and meet the needs of others is an example of what type of communication? A) Audience-centered B) Etiquette-based C) Digital D) Chain of command E) Ethical Answer: A Explanation: Audience-centered communication focuses on understanding and meeting the needs of the reader and listener. Audience-centered communication involves elements such as the sender's ability to listen, style of writing and speaking, and the ability to maintain positive work relationships. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Easy Question Cat.: Concept AACSB: Written and oral communication 17) Which of the following represents the expected norms of behavior in a particular situation? A) Ethics B) Professionalism C) Being a team player D) Etiquette E) Communication Answer: D Explanation: Etiquette is an important element of an audience-centered communication and is different than ethics in that ethics represent moral values, and etiquette is an expected behavior, such as using email communications that are well written, spell checked, etc. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Concept AACSB: Interpersonal relations and teamwork 18) Digital information fluency is often expected of employees by employers. Answer: TRUE Explanation: Given the importance of communication in business, employers expect employees to be competent at a wide range of communication tasks. Recognizing information needs, using efficient search techniques and using gathered information ethically are often referred to as digital information fluency. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Concept AACSB: Information technology

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    9 19) Audience-centered communication is based on objective, fact-based information, not etiquette or other social norms. Answer: FALSE Explanation: An important element of audience-centered communication is etiquette, the expected norms of behavior in a particular situation. Etiquette is as important to effective communication as objective, fact-based information. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Application AACSB: Written and oral communication 20) Describe the six distinct traits of professionalism. Answer: The trait of being the best includes striving to excel and be the best at everything one does. It is important to excel at every level to build a strong career. The trait of being dependable includes keeping promises and meeting commitments. It is important to learn from mistakes and take responsibility for errors. The trait of being a team player includes knowing how to contribute to a larger cause and making others around them better. The trait of being respectful includes knowing good business etiquette, showing respect for those around them. Respecting others is not only good etiquette, it is essential for one's career. Being ethical includes working to avoid personal ethical lapses and weighing options carefully when facing ethical dilemmas. Being positive includes believing in what one is doing and the ability to get the job done. This includes finding and solving problems instead of complaining about them. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Concept AACSB: Interpersonal relations and teamwork 21) Discuss ways in which mobile technology is challenging the way in which businesses communicate. Answer: Employees are having an increasingly difficult time disengaging from the workplace, while also having more flexibility in meeting personal and professional obligations. Mobile technology reduces operating costs through telecommuting and other nontraditional work models. Mobile use often occurs in environments with multiple distractions and barriers to successful communication. The use of text messaging has changed the way some users write, allowing for potential miscommunication between the sender and receiver. Also, privacy and security issues must be considered when using technology. Learning Obj: LO: 1.2: Explain what it means to communicate as a professional in a business context. Difficulty: Moderate Question Cat.: Synthesis AACSB: Information technology

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    10 22) The motivation for writing a business message will help determine and shape which of the following? A) Audience reaction to the message B) Audience acceptance to the message C) Audience understanding of the message D) The idea of the sender E) The transmittable medium Answer: D Explanation: Whether a communication effort will ultimately be effective begins when the sender has an idea, and depends on the nature of the idea and the motivation for sending it. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Challenging Question Cat.: Synthesis AACSB: Written and oral communication 23) When a communicator expresses an idea with words or images, they are doing which of the following? A) Encoding the idea as a message B) Writing the idea into a message C) Sharing the idea as a message D) Transmitting the idea to the audience E) Developing the idea they want to communicate in the message Answer: A Explanation: When someone puts an idea into a message, he or she is encoding it, or expressing it in words or images. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Concept AACSB: Written and oral communication 24) The method used to share an idea with an audience is called what? A) Channel B) Encoding C) Medium D) Decoding E) Delivery Answer: C Explanation: The medium is the delivery method used to shape the communication. It can include anything from a phone call to an instant message to a slideshow presentation. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Concept AACSB: Written and oral communication

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    11 25) When using a PowerPoint presentation to develop a sales message, the communicator is using PowerPoint as which of the following? A) Random noise B) Channel C) Delivery system D) Medium E) Encoding device Answer: B Explanation: The channel is the system used to deliver the message, which is different than the medium, which is the form a message takes. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Concept AACSB: Application of knowledge 26) The ability of the receiver to determine the main idea of the message is known as what? A) Encoding B) Channel C) Medium D) Reading E) Decoding Answer: E Explanation: When receiving a message, the receiver needs to extract the idea from the message, a step known as decoding. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Synthesis AACSB: Application of knowledge 27) Evaluating the effectiveness of a message is most often accomplished in which stage of the Communication Process Model? A) The sender has an idea. B) The sender produces the message in a transmittable medium. C) The audience receives the message. D) The audience decodes the message. E) The receiver provides feedback. Answer: E Explanation: When the receiver provides feedback, the sender can evaluate the effectiveness of the communication effort. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Easy Question Cat.: Application AACSB: Reflective thinking

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    12 28) The influence of culture, thinking styles and moods can have the greatest impact on what step of the Communication Process Model? A) Encoding the message B) Transmitting the message C) Decoding the message D) Responding to the message E) Providing feedback Answer: C Explanation: Extracting the meaning of a message is a highly personal process that is influenced by culture, experience, learning and thinking styles, hopes, fears and even temporary moods. Audiences tend to extract the meaning they expect to get from a message, even if it is the opposite of what the sender intended. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Application AACSB: Reflective thinking 29) During what step of the Communication Process Model does the receiver's motivation and ability to remember to act on a message become most important? A) When providing feedback B) When responding to the message C) When receiving the message D) When decoding the message E) When selecting the message Answer: B Explanation: Whether a receiver responds as the sender hopes depends on the receiver remembering the message long enough to act on it, being able to act on it and being motivated to respond. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Application AACSB: Application of knowledge

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    13 30) A communication method/model that is open to all who wish to participate is considered which of the following? A) Communication Process Model B) Web-based Communication Model C) We Talk, You Listen Model D) Social Communication Model E) Broadcasting Model Answer: D Explanation: The social communication model is interactive, conversational and usually open to all who wish to participate. Audience members are no longer passive recipients of messages but active participants in a conversation. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Concept AACSB: Application of knowledge 31) Which of the following would be an example of an effective use of the Social Communication Model? A) Using email to send interoffice memos B) Sharing information on a blog C) Using instant messaging to update team members on the status of a project D) Using virtual meetings E) Town hall meetings for new product launches Answer: C Explanation: A sender in social media environments initiates a conversation by sharing information. This information is often revised and reshaped by participants as they share it and comment on it. The communication should be available to all those who wish to participate, not just those invited to participate. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Challenging Question Cat.: Synthesis AACSB: Written and oral communication

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    14 32) Which of the following is an advantage of using the Social Communication Model in shaping messages? A) People can take pieces of the communication based on interest. B) The message is well controlled by the sender. C) There is less information overload. D) There is increased productivity and increased employee engagement. E) Conversational threads are easier to respond to. Answer: A Explanation: Potential problems with the Social Communication Model include information overload, fragmented attention, security risks, distractions that hurt productivity and the need to monitor and respond to numerous conversational threads. The advantage is that people can take information that is of greatest interest to them, and disregard the rest. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Challenging Question Cat.: Synthesis AACSB: Information technology 33) Which of the following is one of the most common uses of social media among U.S. businesses? A) Starting conversation threads to end users B) Communicating with stakeholders C) Allowing employees to voice concerns D) Monitoring online discussions about a company E) Increasing the publishing mindset amongst employees Answer: D Explanation: Social media have given customers and other stakeholders a new voice. One of the most common uses of social media is the monitoring of online discussion forums about the company or its brands. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Application AACSB: Information technology 34) When a receiver offers a smile when reading a message, the sender can be assured the message has been well received. Answer: FALSE Explanation: Nonverbal signals such as gestures and facial expressions can have many different meanings and must be decoded carefully. Learning Obj: LO: 1.3: Describe the communication process model, and explain how social media are changing the nature of business communication. Difficulty: Moderate Question Cat.: Concept AACSB: Analytical thinking

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