Test Bank for Business Communication: Polishing Your Professional Presence, 4th Edition

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Business Communication:Polishing Your Professional PresenceFourth EditionBarbara ShwomLisa Gueldenzoph SnyderTest Bank forBusiness CommunicationSusan Schanne

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1Business Communication: Polishing Your Professional Presence, 4e(Shwom/Snyder)Chapter 1Developing Your Professional Presence1) Which of the following is a complex process of encoding and decoding information, ideas,and feelings?A) ConfidenceB) CommunicationC) Professional presenceD) Transmission modelE) FeedbackAnswer: BExplanation: In its most basic form, communication is a complex process of encoding anddecoding messages (information, ideas, and feelings).Diff: 1Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?2) Which communication model focuses on a single communication exchange in a linear pathfrom a sender to a receiver?A) TransmissionB) PhysiologicalC) LanguageD) TransactionE) RelationalAnswer: AExplanation: The transmission model focuses on a single communication exchange and portrayscommunication as the linear transmission of a message from a sender to a receiver.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?3) Putting ideas into words, images, or actions takes place during which step in thecommunication process?A) Medium determinationB) TransmissionC) EncodingD) DecodingE) InteractionAnswer: CExplanation: A sender has an intention, selects a medium of communication, encodes thatintention into words, images, or actions; and sends the message through that medium.Diff: 2Question Category: SynthesisAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?

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24) What are the external circumstances that influence communication referred to?A) Interaction modelB) FeedbackC) Semantic barriersD) ContextE) Language barriersAnswer: DExplanation: The concept of context is the external circumstances and forces that influencecommunication.Diff: 2Question Category: ConceptAACSB: Reflective thinkingStudy Question: 1 Why is it challenging to communicate well?5) Issues such as the distance between communicators and the noise in a room are aspects ofwhat type of context?A) LanguageB) SemanticC) PhysiologicalD) PsychologicalE) PhysicalAnswer: EExplanation: Physical context is the context in which the communication takes place, includingthe physical distance between communicators as well as what's going on around you, such as anoisy room or someone whispering.Diff: 1Question Category: Application of knowledgeAACSB: Application of knowledgeStudy Question: 1 Why is it challenging to communicate well?6) Language that is difficult to understand or is ambiguous is indicative of what type of barrier?A) SemanticB) FeedbackC) PhysicalD) PsychologicalE) PhysiologicalAnswer: AExplanation: Semantic barriers arise from language that is ambiguous or difficult to understand.Diff: 1Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?

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37) Which of the following workplace activities is most likely to be the one in which yourcommunication skills will be utilized?A) Calculating whether sales are up this quarter using the latest figuresB) Formulating strategies to manage your new teamC) Persuading your colleagues that your idea will likely lead to increased salesD) Analyzing the pattern of errors found in your new productE) Designing algorithms for the to-be-developed softwareAnswer: CExplanation: None of the other options require communication skills as they are not intended tobe directed toward someone, while persuading colleagues requires talking to them and makingthem understand what you wish to convey.Diff: 2Question Category: Application of knowledgeAACSB: Analytical thinkingStudy Question: 1 Why is it challenging to communicate well?8) Which of the following is a disciplined approach to analyzing and evaluating information toguide actions and decisions?A) LeadershipB) Critical thinkingC) CommunicationD) Professional presenceE) ContextAnswer: BExplanation: Critical thinking is a disciplined approach to analyzing, synthesizing, andevaluating information, which then acts as a guide to actions and decisions.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?9) Which of the following expands the concept of context and is influenced by social and culturalforces?A) Transaction modelB) Relational contextC) Interaction modelD) Psychological modelE) LanguageAnswer: AExplanation: The transaction model of communication expands on the concept of context andrecognizes that communication is influenced by a broader set of external forces: social,relational, and cultural.Diff: 2Question Category: ConceptAACSB: Application of knowledgeStudy Question: 1 Why is it challenging to communicate well?

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410) During the communication process, which of the following acknowledges that one group'slearned behaviors may be different than those of another group?A) Relational contextB) Cultural contextC) Social contextD) Psychological contextE) Physical contextAnswer: BExplanation: Cultural context acknowledges that one group's set of learned behaviors and normsmay be different from another's.Diff: 2Question Category: SynthesisAACSB: Analytical thinkingStudy Question: 1 Why is it challenging to communicate well?11) Which of the following concepts helps to explain why communication can fail?A) TransmissionB) MediumC) BarriersD) EncodingE) InteractionAnswer: CExplanation: The concept of barriers helps explain why communication often fails. Barriers areobstacles that get in the way of effective communication and come in many forms.Diff: 2Question Category: ConceptAACSB: Analytical thinkingStudy Question: 1 Why is it challenging to communicate well?12) Which communication process portrays communication as a dynamic process?A) The transaction modelB) The relational modelC) The credibility modelD) The interaction modelE) The cultural modelAnswer: DExplanation: The interaction model of communication portrays communication as a dynamicprocess. Messages evolve as senders and receivers communicate in turn and give each otherfeedback.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?

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513) Which of the following is an example of encoding a message?A) Deciding how to phrase a request to your boss for clarification on your new assignmentB) Deciding to read the annual financial report of your companyC) Deciding to purchase a new smart phone so that you can check and send email while you areon the goD) Deciding to toss out an advertisement that was mailed to youE) Deciding to read an email sent by a friendAnswer: AExplanation: Communication begins when the sender has something to "say" to a receiver. Tocommunicate this thought, the sender must encode the message—put it into words, images, oractions.Diff: 2Question Category: Application of knowledgeAACSB: Analytical thinkingStudy Question: 1 Why is it challenging to communicate well?14) Which of the following terms refers to the process of putting your message into words,images, or action?A) TransmittingB) EncodingC) ReceivingD) InterpretingE) DecodingAnswer: BExplanation: The person initiating the communication, the sender, must first determine what heor she wants to say and then encode it by putting it into words, images, or action.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?15) Which of the following terms best represents the set of circumstances in which you arecommunicating?A) ConcisenessB) ClarityC) ContextD) MediumE) Passive listeningAnswer: CExplanation: The term "context" refers to the set of circumstances in which you arecommunicating.Diff: 1Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?

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616) As a sender, immediately after ________ your message, you will most likely ________.A) encoding; decode your messageB) encoding; choose your mediumC) decoding; choose your mediumD) decoding; prepare feedbackE) encoding; close the dynamic loopAnswer: BExplanation: To communicate your idea to the receiver, you must encode the message. That is,put it into words, images, or actions. While you do this, you also need to choose your medium,e.g., a phone conversation, an email, etc.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?17) You want to inform your colleague about a change to the project schedule. You decide to callhim to inform him about this change. By deciding to use the telephone to complete thiscommunication, you have ________.A) encoded the messageB) closed the dynamic communication loopC) filtered the noise in the communication processD) selected the communication mediumE) decoded the feedbackAnswer: DExplanation: The sender then has to select a medium—a channel used to transmit the message.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?18) A receiver decodes a message by ________.A) putting it into words, images, or actionsB) selecting a channel through which to transmit itC) interpreting its words or actions and attaching meaning to themD) determining the appropriate verbal or nonverbal response that should be sentE) closing the dynamic loopAnswer: CExplanation: The receivers' prior knowledge, experience, or expectations may affect the waythey decode the message, which involves interpreting and attaching meaning to the words,images, and actions.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?

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719) The process of ________ a message involves interpreting its words and actions and attachingmeaning to them.A) encodingB) decodingC) encryptingD) channelingE) blockingAnswer: BExplanation: Decoding involves interpreting a message. The meaning that a receiver attaches toa message that she decodes is affected by her knowledge, experience, and context.Diff: 1Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?20) When a message is decoded, the meaning that is attached to it is filtered by the ________.A) transmission mediumB) sender's experienceC) receiver's knowledgeD) sender's emotional stateE) dynamic loopAnswer: CExplanation: The receiver decodes the message by interpreting the words and actions of amessage and attaching meaning to them. This meaning is filtered by the receiver's knowledge,experience, and context.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?21) Which of the following terms refers to an obstacle that gets in the way of effectivecommunication?A) EncoderB) DecoderC) ContextD) BarrierE) ChannelAnswer: DExplanation: Barriers may stand in the way of effective communication.Diff: 1Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?

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822) A hearing loss is an example of a ________ barrier.A) psychologicalB) semanticC) languageD) physiologicalE) mixed messageAnswer: DExplanation: A physiological barrier arises from a receiver's physical state, for example ahearing loss or a migraine headache.Diff: 1Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?23) ________ arise from language that is ambiguous or difficult to understand.A) Psychological barriersB) Semantic barriersC) Language barriersD) Physiological barriersE) Mixed messagesAnswer: BExplanation: Semantic barriers arise from language that is ambiguous or difficult to understand.Diff: 1Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?24) A ________ arises when the sender and receiver do not share a common language.A) psychological barrierB) semantic barrierC) language barrierD) physiological barrierE) mixed messageAnswer: CExplanation: Language barriers arise from senders and receivers not using a shared language.Sometimes the problem is obvious: the sender speaks only Spanish and the receiver speaks onlyEnglish. Sometimes the problem is less obvious. For example, employees who are new to acompany or industry may not yet understand the jargon people use.Diff: 2Question Category: Application of knowledgeAACSB: Analytical thinkingStudy Question: 1 Why is it challenging to communicate well?

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925) ________ influences the purpose of communication, the best medium to use to communicatethe message, and how receivers interpret the message.A) CollaborationB) ContextC) ConcisenessD) ClarityE) ChannelAnswer: BExplanation: Context, or the set of specific circumstances in which communication occurs,influences all of these factors.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?26) Which model of communication considers a broader set of external forces, such as social orrelational issues, in the context of the message?A) SocialB) RelationalC) CulturalD) TransactionE) PhysicalAnswer: DExplanation: The transaction model of communication expands on the concept of context andrecognizes that communication is influenced by a broader set of external forces: social,relational, and cultural.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?27) Success in communication is affected by a variety of factors, including physical context andaudience expectations.Answer: TRUEExplanation: Success in communication is affected by an array of factors that go beyond thelanguage you use, including the physical, social and cultural context in which you communicate;your relationship with your audience; and the audience's knowledge and expectations.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?

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1028) The interaction model of communication portrays communication as a dynamic process.Answer: TRUEExplanation: The interaction model indicates that messages evolve as senders and receiverscommunicate and give each other feedback.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?29) Psychological barriers arise from senders and receivers not using a shared language.Answer: FALSEExplanation: Language barriers arise from senders and receivers not using a shared language.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?30) Communication is the linear transmission of a message from a sender to a receiver.Answer: FALSEExplanation: Communication is the process of encoding and decoding messages. Transmissionfocuses on the linear transmission of a message.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 1 Why is it challenging to communicate well?31) The physical context model recognizes that communication is influenced by a broader set ofexternal forces.Answer: FALSEExplanation: The transactional model of communication expands on the concept of context andrecognizes that communication is influenced by a broader set of external forces.Diff: 2Question Category: SynthesisAACSB: Application of knowledgeStudy Question: 1 Why is it challenging to communicate well?

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1132) Discuss the idea of presence and how to develop a professional presence.Answer: These three elements—competence, credibility, and confidence—form the core ofprofessional presence. Some people equate presence with the "wow" factor that allows you tomake a great first impression, similar to the peacock that is the emblem of this book. While thatwow factor is certainly impressive, presence goes deeper than that. Presence emanates fromwithin, reflecting your comfort with yourself and the rapport you develop with people aroundyou. In addition, your professional presence depends on your ability to communicate so thatothers recognize your competence, are eager to listen to what you have to say, trust you, andhave confidence in you.How do you develop presence? While you are in school, you have undoubtedly been developingyour competence as you take courses in your major and other fields. Ideally, you have also beenlearning how to learn, so that you can continue to increase your competence on the job. Yourcredibility is based in part on your character, which you have been developing since you were achild. You also earn credibility by doing good work, being trustworthy, and empathizing withothers, showing that you understand their needs and point of view. You develop confidence bybelieving in yourself and by learning communication skills that allow you to project that belief asyou communicate your ideas. Confidence also comes from the knowledge that you can use yourcritical thinking abilities to adapt what you have learned as new situations arise.Diff: 2Question Category: SynthesisAACSB: Reflective thinkingStudy Question: 1 Why is it challenging to communicate well?33) Describe steps in the transmission model of communication, how and where the process hasthe potential for failure.Answer: The transmission model focuses on a single communication exchange and portrayscommunication as the linear transmission of a message from a sender to a receiver. A sender hasan intention; selects a medium of communication; encodes that intention into words, images, oractions; and sends the message through that medium. The receiver gets that message and decodesit to understand its meaning, unless the message is blocked by some kind of noise or barrier.The concept of barriers helps explain why communication often fails. Barriers come in manyforms. They may be physiological. For example, if you are speaking to someone who has hearingloss or a migraine headache, he may not be able to listen effectively and interpret what you aresaying. Barriers may be psychological. If you compliment someone who does not trust you, shemay interpret that compliment as a subtle criticism. Semantic barriers arise from language that isambiguous or difficult to understand. If a colleague rushes late into a meeting and says to you, "Iwas held up at the train station," you might ask if the robber had a gun, when your colleaguesimply meant that the train was delayed. Language barriers arise from senders and receivers notusing a shared language. Sometimes the problem is obvious: the sender speaks only Spanish andthe receiver speaks only English. Sometimes the problem is less obvious. For example,employees who are new to a company or industry may not yet understand the jargon people use.Diff: 3Question Category: Application of knowledgeAACSB: Reflective thinkingStudy Question: 1 Why is it challenging to communicate well?

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1234) Explain the physiological barrier, language barrier, and psychological barrier ofcommunication. Include examples of each.Answer: Physiological barriers arise from a receiver's physical state. If you work with patients ata hospital, their physical states (confusion, dizziness, nausea, pain, etc.) might create barriers tocommunication. These might be dealt with by speaking more slowly and clearly, repeatingoneself, etc. Language barriers can occur due to unfamiliarity with the jargon used in a particularbusiness. In law enforcement, numerical codes are often used to describe situations andinfractions, so someone new or unfamiliar with this jargon might mix up some of the codes andhave to ask for clarification. Psychological barriers arise from a receiver's attitudes toward themessage or toward the sender. In a professional setting where one company takes over another,there may be resentment on the part of employees when the new company imposes its policiesand procedures. Being sensitive to the psychological state of the employees and taking care notto phrase changes so that they sound like criticisms of the old ways will facilitate communicationand probably compliance as well. There are many other examples that can illustrate each of thecommunication barriers.Diff: 2Question Category: Application of knowledgeAACSB: Analytical thinkingStudy Question: 1 Why is it challenging to communicate well?35) Why is it important to be aware of the different types of barriers to communication?Answer: There are many barriers to communication, and they can occur at any point in thecommunication process. The reason is to be aware of them so that you can anticipate them andhopefully avoid them as much as possible. Or if it is not possible to avoid them, to deal with theglitch as effectively as possible and get the communication back on track. In some situations, thisis more obvious than others. If, for example, you are communicating with someone who speaksanother language, you will need an interpreter and be very aware of and sensitive tocommunicating as clearly as possible. But other barriers are less obvious, like using idiomaticexpressions that can be misunderstood. Saying you are late for the meeting because you wereheld up can be construed to mean that you were robbed, while you only meant to say that youwere delayed. Being aware of such expressions and avoiding them in favor of others that are lessambiguous is a good idea. Also, paying attention to the body language you are using can helpavoid sending mixed messages. If you say you're excited to be part of a new project team, butkeep fidgeting during the meeting and looking at the clock, your body language is giving theopposite impression of your spoken words.Diff: 3Question Category: SynthesisAACSB: Reflective thinkingStudy Question: 1 Why is it challenging to communicate well?

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1336) How will your current communication skills help you when in the workplace?A) They will likely hamper your attempts to communicate.B) They are inapplicable to communication.C) They are most likely sufficient to meet every challenge of communication.D) They will be valuable to you for communicating.E) They must all be unlearned if you want to successfully communicate.Answer: DExplanation: The communication skills you have already developed will be valuable to you inthe workplace, where communication is considered to be the most important of all abilities youcan possess. However, your current skills may not be sufficient to meet many challenges ofcommunicating in the workplace.Diff: 1Question Category: SynthesisAACSB: Written and oral communicationStudy Question: 2 What are the benefits of being a good communicator?37) In its survey of MBA alumni, the Graduate Management Admissions Council found that________ tops employers' list of essential workplace skills.A) communicationB) problem solvingC) cognitive skillsD) listeningE) technologicalAnswer: AExplanation: Communication tops the list of the essential workplace skills identified by MBAalumni surveyed by the Graduate Management Admission Council. In fact, 94% of alumniranked communication as the most important skill and identified communication as equallyimportant at all levels of the organization.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 2 What are the benefits of being a good communicator?38) Which of the following terms best describes web-based applications designed to promoteinteractions among people?A) CookieB) Social mediaC) FilterD) FirewallE) RouterAnswer: BExplanation: The term "social media" refers to web-based applications designed to promotesocial interactions among people.Diff: 1Question Category: ConceptAACSB: Information technologyStudy Question: 2 What are the benefits of being a good communicator?

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1439) Good business communication skills ________.A) can have a positive impact on your life outside of workB) will help you advance in your career, but will hinder your personal relationshipsC) will improve personal relationships, although they offer no financial benefits in your personalor professional lifeD) are inapplicable to your personal lifeE) are not worth the investment of time and energy necessary to acquire themAnswer: AExplanation: If you learn good business communication skills, you can apply them in yourpersonal life to improve your relationships. You may also be able to use them to negotiate abetter deal on a car, persuade your cell phone provider to give you a refund, or write an effectiveapplication letter for graduate school.Diff: 2Question Category: ConceptAACSB: Written and oral communicationStudy Question: 2 What are the benefits of being a good communicator?40) Polish, confidence, and passion are elements of what type of communication skill?A) NonverbalB) TeamC) ListeningD) WritingE) GroupAnswer: AExplanation: Recruiters look for candidates with communication and writing skills, as well as"more polish, confidence, and passions," which are elements of nonverbal communication andprofessional presence.Diff: 2Question Category: SynthesisAACSB: Written and oral communicationStudy Question: 2 What are the benefits of being a good communicator?

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