(Test Bank) Business Communication Essentials

Bovee,Thill, 7

Business

Test Bank

7th Edition

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Test Bank for Business Communication Essentials, The downloadable file consists of 681 pages, and the total size of the file is 2.93 MB. Purchase now only for highly discounted price.

Author(s): Bovee, Thill

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1 Copyright © 2016 Pearson Education, Inc. Business Communication Essentials, 7e (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 one has to ha ndle 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: D) 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synth esis AACSB: Interpersonal Relations and teamwork 2) Which of the following communication skills is least likely to be a major advantage for a recent college graduate in the workplace? A) Computer skills B) Writing skills C) Listening skills D) Speaking s kills E) Adjusting communications skills to any given situation Answer: A Explanation: A) Employers sometimes express frustration at the poor communication skills of many employees —particularly recent college graduates who haven't yet learned how to adap t their communication styles to a professional business environment. If you learn to write well, speak well, listen well, and recognize the appropriate way to communicate in any situation, you'll gain a major advantage that will serve you throughout your c areer. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB : Interpersonal Relations and teamwork 2 Copyright © 2016 Pearson Education, Inc. 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) Agreed upon meaning E) Selling an idea to those who may need it Answer: A Explanation: A) 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 oth ers, 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. Learning Outcome: Compose and shape business messages Difficulty: Easy Classification: 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 positio n, 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 execu tives spend more time listening than communicating. Answer: B Explanation: B) As one moves into leadership position, more time is consumed by the communication process, including written, verbal listening skills. Learning Obj.: LO 1.1: Define communica tion and explain the importance of effective business communication. Learning Outcome: Compose and shape business messages Difficulty: Easy Classification: Concept AACSB: Written and oral communication 3 Copyright © 2016 Pearson Education, Inc. 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 sati sfaction 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 co mmunication processes. E) An effective communication process provides the ability to influence others and their perceptions both in the workplace and in the greater community. Answer: E Explanation: E) Effective communication allows for timely and reliab le information, allowing for greater influence in the workplace and community. 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork 6) Which of the following least suppor ts the purpose of communication? A) Providing data B) Providing information C) Providing inspiration D) Providing control E) Providing insight Answer: D Explanation: D) The essence of communication is sharing –providing data, information, insights, and in spiration 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. Learning Outcome: Discuss the challenges and impo rtance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork 4 Copyright © 2016 Pearson Education, Inc. 7) In which of the following fields would the ability to share complex ideas about a project be critical? A) Engineering B) Sales C) Human resources D) Entrepreneurial start ups E) Independent contractors Answer: A Explanation: A) While strong communication skills in any field is 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork 8) Giving opinions and 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Written and oral communication 9) Strong communication skill s 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 th roughout one's career. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Conc ept AACSB: Written and oral communication 5 Copyright © 2016 Pearson Education, Inc. 10) 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: D) 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 accept a message, the communication has failed, regardless of the sender's ne eds to communicate. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Applicatio n AACSB: Reflective thinking 11) 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) Persuasive Answer: D Explanation: D) Clarifying expecta tions 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 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Reflective thinking 6 Copyright © 2016 Pearson Education, Inc. 12) Usin g 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: B) 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. Learning Outcome: Compose and shape b usiness messages Difficulty: Moderate Classification: Application AACSB: Reflective thinking 13) 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) Persuasive techniques Answer: B Explanation: B) Even when an opinion is called for, presentin g 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 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Analytical Thinking 7 Copyright © 2016 Pearson Education, Inc. 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: E) Professionalism is the quality of performing at a high leve l 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Interpersonal Relat ions and teamwork 15) Professionalism includes knowing how to contribute to a larger cause, and includes ________. A) Being positive B) Being ethical C) Being a team player D) Being dependable E) Being respectful Answer: C Explanation: C) Professionalis m includes being a team player, which includes contributing to a larger cause and making others around them better. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Describe best pract ices in team and interpersonal communication Difficulty: Moderate Classification: Concept AACSB: Interpersonal Relations and teamwork 8 Copyright © 2016 Pearson Education, Inc. 16) A communicator's ability to listen, understand and meet the needs of the reader is an example of what type of comm unication? A) Audience -centered B) Etiquette based C) Digital D) Chain of command E) Ethical Answer: A Explanation: A) Audience -centered communication focuses on the understanding and meeting the needs of the reader and listener. Audience centered commun ication 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Interpersonal Relations and teamwork 17) Which of the following represents the expected norms of behavior in a particula r situation? A) Ethics B) Professionalism C) Being a team player D) Etiquette E) Communication Answer: D Explanation: D) Etiquette is an important element of an audience -centered communication and is different than ethics in that ethics represent moral v alues, 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. Learning Outcome: Describe be st practices in team and interpersonal communication Difficulty: Easy Classification: Concept AACSB: Interpersonal Relations and teamwork 9 Copyright © 2016 Pearson Education, Inc. 18) Digital information fluency is often expected of employees by employers. Answer: TRUE Explanation: Given th e 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 is 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: C oncept AACSB: Information Technology 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork 20) Describe what the six distinct traits of professionalism are. 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, sho wing 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Interpersonal Relations and teamwork 10 Copyright © 2016 Pearson Education, Inc. 21) Discuss ways in which mobile technology is challenging the way in which b usinesses 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 telec ommuting 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 miscommunicat ion 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synthesis AACSB: Information Technology 22) The motivation for writing a business message will help determine and shape which of the following? A) Audience reaction to the m essage B) Audience acceptance to the message C) Audience understanding of the message D) The effectiveness of the message E) The nature of the idea Answer: D Explanation: D) 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Written and oral communication 11 Copyright © 2016 Pearson Education, Inc. 23) When a communicator expresses an idea with words or images, they are doing which of the followin g? 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: A) When someone puts a n 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. Learning Outcome: Compo se and shape business messages Difficulty: Moderate Classification: 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: C) 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. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Concept AACSB: Written and oral communication 12 Copyright © 2016 Pearson Education, Inc. 25) When using a P owerPoint 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: B) The channel is the system used to deli ver 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. Learning Outcome: Plan and prepare business messages Difficulty: Moderate Classification: 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) Decod ing Answer: E Explanation: E) 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 nat ure of business communication. Learning Outcome: Plan and prepare business messages Difficulty: Moderate Classification: Synthesis AACSB: Application of knowledge 13 Copyright © 2016 Pearson Education, Inc. 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 Explanati on: E) 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 communica tion. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Reflective thinking 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: C) Extracting the meaning of a message is a highly personal proce ss 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Reflective thinking 14 Copyright © 2016 Pearson Education, Inc. 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: B) Whether a receiver responds as the sender hopes depends on the receiver remembering the message long enough to act on it, being able to ac t 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. Learning Outcome: Plan and prepare business messages Difficulty: Mode rate Classification: Concept AACSB: Application of knowledge 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, Yo u Listen Model D) Social Communication Model E) Broadcasting Model Answer: D Explanation: D) 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. Learning Outcome: Describe best practices in team and i nterpersonal communication Difficulty: Moderate Classification: Concept AACSB: Application of knowledge 15 Copyright © 2016 Pearson Education, Inc. 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: C) 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. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Written and oral communication 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 c ontrolled by the sender. C) There is less information overload as users only take what is of most use to them. D) There is increased productivity and increased employee engagement. E) Conversational threads are easier to respond to. Answer: A Explanation: A) 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 tha t 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. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Challenging Classification: Synthesis AACSB: Information Technology