Test Bank Lesikars Business Communication Connecting in a Digital World 13th Edition.docx

For Order This And Any Other Test Banks And Solutions Manuals, Course, Assignments, Discussions, Quizzes, Eams, Contact us At: [email protected] At: [email protected] Test Bank !esikars Business Communication Connecting in a Digital "orld #$th Edition Chapter 01 Understanding Workplace Communication

True % False Questions

1. Communica Communication tion ranks ranks at or near the top of the business business skills skills needed needed for success. success. True True

False

2. The higher higher the position in an organization, organization, the more more important communication skills become. True True

False

. Te!t messa messaging ging is a form of of oral communi communicati cation. on. True True

False

". #oor communication communication results in misunderstandings misunderstandings but does not a$ect an organization organization monetaril%. True True

False

&. The abilit% abilit% to 'uickl% 'uickl% assess assess the emotions emotions of those those around around them and adapt adapt their (ords, tone, and gestures accordingl% is called social intelligence. True True

False

). The abilit% abilit% to create create and interpret graphics graphics is called *isual *isual literac% literac%.. True True

False

+. Widespread Widespread use of the nternet has increased increased companies- attention to to social responsibilit%. True True

False

. / businesss businesss communication communication (ith its its suppliers suppliers is a t%pical t%pical e!ample e!ample of internal operational communication. True True

False

. #ersona #ersonall communicat communication ion interferes interferes (ith (ith good (ork relations relationships hips and should be prohibited in the (orkplace. True True

False

10. The main lines of operational communication communication in a business is the formal net(ork. True True

False

11. The informal net(ork inside an organization is also referred referred to as the grape*ine. g rape*ine. True True

False

12. The kind and amount of communicating a business does does is independent of the nature of the business. True True

False

1. The o3cial culture and the actual culture in a compan% are not necessaril% the same.

True True

False

1". magination and creati*it% creati*it% are for the creati*e disciplines. 4usiness communication communication problems should be sol*ed using standard formulas. True True

False

1&. /ll business communicators at an ad*anced le*el share share essentiall% the same *ocabular% because the% are all accomplished professionals. professionals. True True

False

1). 5ensing a need for communication t%picall% t%picall% occurs at the recipient-s end in the business communication process. True True

False

1+. 5ol*ing a communication problem problem is t%picall% a linear process. process. True True

False

1. nterpretation of a message message occurs at the recipient-s end in the business communication process. True True

False

1. 6o t(o people ha*e identical identical conte!ts or mental 78lters.7 True True

False

20. 4%passing is a communication communication problem that occurs (hen a sender and recei*er recei*er attach completel% di$erent meanings to the same (ords. True True

False

Multi&le Choice Questions

21. 99999 is a t%pe t%pe of oral communication. communication.

/. 4. C. :. ;.

/n email / telephonic con*ersation Te!t messaging / letter nstant messaging

22. Which of the follo(ing statements statements is true about about email<

/. ;mail came into e!istence during the 1&0s. 4. ;mail has entirel% entirel% replaced replaced phone and facetoface facetoface con*ersations. con*ersations. C. ;mail is a form of oral communication. :. ;mail allo(s allo(s a communicator communicator to reach onl% one person at a time. ;. ;mail is a t%pe of ne( media. 2. 99999 is a t%pical e!ample e!ample of ne( media. media.

/. 4. C. :. ;.

Te!t messaging messa ging #ostcard #rinted report =etter >emo

2". 99999 are t%pical e!amples e!amples of ne( media.

/. 4. C. :. ;.

#odcasts #ostcards #rinted reports =etters >emos

2&. Which of the follo(ing is a ma?or trend in the present business business arena<

/. ncreased popularit% of hierarchical hierarchical compan% structures 4. :ecreased :ecreased di*ersit% of emplo%ees in the (orkplace C. ncreased focus on corporate social responsibilit% responsibilit% :. ncreased re?ection of the ne( media ;. :ecreased usage of electronic correspondence b% business (riters 2). 5ocial intelligence intelligence is best de8ned as the abilit% to@

/. e3cientl% practice free riding (hen (orking in a group. 4. 'uickl% 'uickl% assess the emotions of those around and adapt ones (ords, tone, and gestures accordingl%. C. interact (ith data, see patterns in data, make databased decisions, and use data to design for desired outcomes. :. uphold the social beliefs of %our communit%. ;. organize and subse'uentl% subse'uentl% super*ise a group of people to achie*e a common goal.

2+. 4ab% 4oomers are people@ people@

/. (ith more than three children. 4. (ho (ere born soon after World War . C. (ho (ere (ere brought brought up in more than one cultural background. :. (ho support population control strategies. ;. (ith children in more than one countr%. 2. 99999 is best de8ned as the abilit% to understand and adapt adapt to the preference for indi*idualism indi*idualism or collecti*ism, collecti*ism, religious beliefs, political en*ironment and ideas about social hierarch% of di$erent countries.

/. 4. C. :. ;.

Crosscultural Crosscultur al competenc% /nal%tical skill Computational thinking Aisual literac% Corporate social responsibilit% responsibilit%

2. Which of the follo(ing statements is true about increasing increasing globalism and (orkplace (orkplace di*ersit%<

/. The attitudes about punctualit% and e3cienc% remains constant among businesspeople businesspeople around the (orld. 4. Countries Countries and cultures seem to be less interconnected as businesses e!pand their reach around the (orld. C. ncrease in globalism has resulted resulted in the re'uirement for cultural agilit%. agilit%. :. #eople around the (orld share standardized notions of business and communication. ;. Cultural di$erences are the sole reason for (orkplace di*ersit%. di*ersit%. 0. Computational thinking thinking is best de8ned as the abilit% to@

/. interact (ith data, see patterns in data, make databased decisions, and use data to design for desired outcomes. 4. understand understand and adapt to other people-s preference for indi*idualism or collecti*ism, collecti*ism, political en*ironment and ideas about social hierarch% of di$erent countries. C. 'uickl% assess assess the emotions of those around and adapt ones (ords, tone, and gestures accordingl%. :. determine the deeper, underl%ing meaning or signi8cance of messages e!pressed b% people. ;. manipulate people people into accepting ones ones *ie(point regarding regarding religion. religion.

1. The abilit% to e$ecti*el% (ork (ith data through interpretation, recognize recognize patterns in them, deri*e databased decisions, and use data to generate fa*orable outputs is most accuratel% referred to as 99999.

/. 4. C. :. ;.

data recognition recognitio n computational thinking emotional 'uotient *isual literac% b%passing

2. The abilit% to meaningfull%, accuratel%, accuratel%, and e3cientl% create and interpret pictures pictures and other graphics is most accuratel% called@

/. 4. C. :. ;.

crosscultural crosscultur al competenc% competenc %. information literac%. literac%. *erbal literac%. literac%. emotional 'uotient. *isual literac%. literac%.

. 5ocial intelligence, intelligence, (hich is the abilit% of people to 'uickl% assess assess the emotions of those around them and adapt their (ords, tone, and gestures accordingl%, accordingl%, is a t%pe of 99999.

/. 4. C. :. ;.

computational thinking interpreti*e skill *isual literac% technological competence b%passing

". The (idespread use of the nternet, (hich has resulted in an increased increased transparenc% in organizations business practices and an increased accountabilit% accountabilit% to the public has@

/. resulted in an increased focus in de*eloping a sociall% responsible image. 4. laid restrictions restrictions on the 'uick spread of negati*e information. C. had an ad*erse a$ect on (orkforce (orkfo rce di*ersit%. di*ersit%. :. reduced the need for strong anal%tical skills. ;. eliminated the need need for for e!ternaloperationa e!ternaloperationall communication. communication.

&. Which of the follo(ing is true about internaloperational internaloperational communication< communication<

/. t mainl% includes the orders and instructions that super*isors gi*e to their emplo%ees. 4. t mainl% includes includes a businesss businesss communication communication (ith its suppliers. suppliers. C. t mainl% includes includes a businesss businesss communication communication (ith its customers. :. t mainl% includes a businesss communication communication (ith go*ernment agencies. ;. t mainl% includes the instructions instructions that super*isors of a compan% gi*e to *endors. ). Which of the follo(ing is true about e!ternaloperational e!ternaloperational communication< communication<

/. 4. C. :. ;.

t includes the orders and instructions that super*isors gi*e to their emplo%ees. t includes includes a businesss businesss communication (ith its its *endors. *endors. t includes the personal interaction interactio n bet(een emplo%ees of a compan%. compan%. t includes the informal interaction bet(een the super*isor and the subordinates. t includes the formal communication bet(een the members of a functional group.

+. Which of the follo(ing is an internal audience audience for a pri*ate sector organization< organization<

/. 4. C. :. ;.

ts competitors ts customers ts emplo%ees ts suppliers Bo*ernment o3cials

. Which of the follo(ing is an e!ample e!ample of internaloperational communication< communication<

/. / letter addressed addressed b% a consumer to the customer care ser*ice of an organization that pro*ides postpurchase support 4. / memo containing the production production and sales sales target for an organization organization C. /n order form submitted submitted to an organizations organizations supplier of ra( materials materials :. / letter addressed to a go*ernment o3cial ;. /n ad*ertisement ad*ertisement put on a compan%s compan%s (ebsite (ebsite for the general general public . / memorandum reporting a shortage of certain goods (ritten b% the (arehouse (arehouse super*isor of ello( ello( =amination nc. to the compan%-s purchasing department is most likel% to be classi8ed as@

/. 4. C. :. ;.

internaloperational internaloperational communication. e!ternaloperational e!ternaloperational communication. personal communication. grape*ine communication. internale!ternal internale!ternal communication.

"0. /n angr% customer calls the public relations relations department of Uranus nc. to complain about a defect in the compan%-s product. 5uch a communication is most likel% to be classi8ed as@

/. 4. C. :. ;.

internaloperational internaloperational communication. e!ternaloperational e!ternaloperational communication. personal communication. internale!ternal communication. communica tion. grape*ine communication.

"1. Which of the follo(ing is an e!ample e!ample of e!ternaloperational e!ternaloperational communication<

/. :iscussions :iscussions that senior management holds to determine the goals and processes of the business 4. The The orders and instructions that super*isors gi*e emplo%ees about dealing (ith angr% customers C. :iscussion :iscussion bet(een the heads of t(o companies about the possibilit% of a merger bet(een their companies :. The The reports that emplo%ees prepare concerning sales, production, in*entories, 8nance and maintenance ;. The messages that emplo%ees (rite to their super*isors regarding the progress of their (ork "2. Which of the follo(ing is an e!ample e!ample of e!ternaloperational e!ternaloperational communication<

/. :iscussions :iscussions that senior management holds to determine the goals and processes of the business 4. The The orders and instructions that super*isors gi*e emplo%ees about dealing (ith angr% customers C. /d*ertisements /d*ertisements that companies put up on their (ebsites for the general public public :. The The reports that emplo%ees prepare concerning sales, production, in*entories, 8nance and maintenance ;. The messages that emplo%ees (rite to their super*isors regarding the progress of their (ork ". n the conte!t of the e!ternal audiences of toda%s businesses, suppliers, suppliers, contractors, distributors, shippers, and contract (orkers are referred to as@

/. 4. C. :. ;.

regulator% agents. public groups. industr% partners. core business partners. communit% groups.

"". Which of the follo(ing statements is true about personal personal communication<

/. #ersonal #ersonal communication is a t%pe of e!ternaloperational e!ternaloperational communication. 4. nternaloperational nternaloperational communication does not include personal personal elements. C. /n e!ternaloperational communication often contains elements of personal communication. :. The producti*it% of an emplo%ee is una$ected una$ected b% personal communication. communication. ;. #ersonal communication communication is t%picall% t%picall% regulated regulated b% the formal net(ork. "&. Which of the follo(ing best illustrates illustrates a personal communication<

/. / list of targets targets prepared prepared b% a super*isor for the subordinates 4. / business proposal proposal sent to the top management management of an organization organization C. / formal formal letter (ritten to to the general manager of a compan% compan% :. / mail to a supplier supplier thanking him for the Christmas Christmas card he had sent sent ;. / letter to the go*ernment of a countr% re'uesting permission to establish trade (ith its organizations "). The ma?or, (ellestablished (ellestablished channels for information e!change e!change (ithin an organization are collecti*el% called its 99999.

/. 4. C. :. ;.

personal communication net(ork formal net(ork core business partners regulator% agents grape*ine net(ork

"+. Which of the follo(ing is true about the formal net(ork of an organization< organization<

/. The formal channel includes includes the up(ard mo*ement of information in an organization. 4. The The formal channel does not include the do(n(ard mo*ement of information in an organization. C. The formal channel does not include the lateral mo*ement of information in an organization. :. The formal channel chieD% comprises all the personal communications (ithin an organization. ;. The formal channel chieD% comprises all the personal communications bet(een bet(een an organization and its regulator% agents.

". Which of the follo(ing is true about the informal net(ork of an organization< organization<

/. t consists of the ma?or, (ellestablished channels for information e!change. e!change. 4. t forms forms the the main main lines of operational operational communication. C. t is simple and follo(s a set pattern. :. t runs alongside the formal net(ork. ;. t is called called a grape*ine grape*ine (hen it e!ists outside outside an organization. organization. ". The grape*ine of an organization organization is best de8ned as@

/. the formal net(ork (ithin an organization. organizatio n. 4. the formal net(ork that e!ists outside a organization. organization. C. the main lines of operational communication. :. the informal net(ork (ithin an organization. ;. the formal net(ork used b% an organization organization to communicate (ith its competitors. &0. 5killful managers are most likel% likel% to deal (ith their organization-s grape*ine b%@ b%@

/. controlling it (ith strict rules. 4. eliminating the net(ork. C. recognizing its presence and using the net(ork. :. ignoring it as long as it does does not in*ol*e members members of the organization. ;. feeding it (ith gossip and rumors. &1. Which of the follo(ing statements is true about business business communication (ithin (ithin an organization<

/. /n organization dealing in repair ser*ices is most likel% to re'uire far more communication than an organization dealing in automobile manufacturing. 4. 4usinesses 4usinesses in a comparati*el% stable en*ironment tend to depend on established t%pes of formal communication in a set organizational hierarch%. C. 5impler organizations t%picall% re'uire more communication as compared to comple! organizations. organizations. :. The geographic dispersion of an organization does not a$ect its internal communication. ;. The communication of homogeneous organization re'uires more adaptation to participants participants *alues than that t hat of a multicultural organization. organization.

&2. Which of the follo(ing statements is true about organizational organizational culture< culture<

/. Erganizational Erganizational culture is independent of an organizations communication. communication. 4. The communication of a multicultural organization organization re'uires more adaptation to participants participants *alues than that of a relati*el% homogeneous organization. C. The focus on organizational culture b% management consultants and theorists has drasticall% decreased decreased o*er time. :. The o3cial organization culture culture is the same as the actual organizational organizational culture. ;. Erganization culture culture is the customar% (a% of percei*ing things and is rarel% stated. &. Which of the follo(ing statements is true about the actual actual organizational culture< culture<

/. t is in*ariabl% in*ariabl% the same same as the o3cial o3cial organizational organizational culture. culture. 4. t remains the same across organizations. organizatio ns. C. t is formall% promoted through the compan%s mission statement like the o3cial culture of the compan%. :. t is not ad*isable for a communicator to account for the actual organizational organizational culture of a client. ;. The organizational organizational culture culture of an organization organization is often unstated. unstated. &". Which of the follo(ing best illustrates illustrates an illde8ned problem< problem<

/. The task task of calculating calculating the annual annual pro8ts pro8ts of a compan% 4. The task of calculating calculating the mone% left left in a departments departments budget C. The task of counting the number number of hours an emplo%ee sta%s sta%s in the o3ce :. The task task of communicating a bad bad ne(s to an emplo%ee ;. The task of deciding ho( much mone% to return to a customer during an appro*ed complete refund &&. Which of the follo(ing statements is true about illde8ned illde8ned problems<

/. llde8ned problems can be sol*ed b% using a set formula. 4. The communication process in*ol*ed in sol*ing an illde8ned problem cannot be recursi*e. C. >ost illde8ned problems come in neat packages (ith the path to the best solution clearl% implied. :. :i$erent people handle illde8ned problems di$erentl%. di$erentl%. ;. ;*er% illde8ned illde8ned problem has a uni'ue and and perfect solution.

&). Which of the follo(ing approaches approaches (ill be most e$ecti*e for sol*ing business communication problems<

/. el%ing e!clusi*el% on heuristics to sol*e problems because the% ha*e (orked in past situations 4. Treating all communication communic ation situations as (ellde8ned problems C. Using standardized standardized solutions solutions for sol*ing business problems :. Considering the likel% likel% e$ects of a number of di$erent di$erent solutions ;. Using the formula that that is applicable applicable for sol*ing (ellde8ned (ellde8ned problems &+. Which of the follo(ing is true about conte!ts for communication< communication<

/. The The contents of a communication is hea*il% inDuenced b% the communicators professional roles. 4. The communicators communicators particular conte!ts do not e!ert an inDuence on the act of communication. C. The elements of the larger conte!t related related to communication remain remain constant. :. The organizational organizational conte!t does not not inDuence ho( one communicates communicates ;. Customs in the surrounding culture culture is not a part of the larger conte!t related related to communication. &. The 8rst step in the communication communication process process is to@

/. 4. C. :. ;.

compose a message. sense the need for communication. interpret the message. select a course of action. decide on a response.

&. n the process of communication, communication, once the primar% sender of the message de*elops a (ellinformed (ellinformed sense of the situation, the ne!t logical step is to@

/. anal%ze the potential audiences. 4. interpret the message. C. choose an appropriate time to send the message. :. draft and then re*ise a message carefull% carefull% so that it (ill get the ?ob done and also reDect (ell on the sender ;. e!tract information from the message.

)0. n the course of the communication process, process, (hich of the follo(ing is likel% likel% to occur immediatel% at the audiences- end after the primar% communicator sends a message<

/. 4. C. :. ;.

Consideration of possible strategies eception of the message 5election of a course of action :e*elopment of a (ellinformed (ellinformed sense sense of the situation Composition of a message

)1. Which of the follo(ing is e!clusi*e e!clusi*e to the Gsending the messageH step in a business business communication process<

/. 4. C. :. ;.

Choosing a good time to deli*er the message Composing the message 5electing a course of action Considering possible communication strategies 5ensing a communication need

)2. n the course of the communication process, process, (hich of the gi*en steps logicall% follo(s after the listener recei*es the message sent b% the communicator<

/. 4. C. :. ;.

Considering the possible strategies nterpreting the message epl%ing to the message Choosing the medium of repl% Benerating the message

). When t(o people using the same (ord think that the% agree agree on its meaning but actuall% do not, the% are e!periencing e!periencing the communication co mmunication problem kno(n as@

/. 4. C. :. ;.

sugging. b%passing. masking. brainstorming. heckling.

)". :uring the course of their communication, /lbert and 6athan 6athan attach di$erent meanings to the same (ord. This is an e!ample of@

/. 4. C. :. ;.


)&. Iason (anted to sell his pipe organ and informed informed his mother about his intention. Je told her, G (ant to sell m% organ.H Jis mother (as horri8ed as Iasons message led her to think that he (anted to sell his bod% organ. This is an e!ample of@ of@

/. 4. C. :. ;.


Short Ans'er Questions

)). :iscuss ne( media.

)+. ;!plain the main categories categories of business communication. communication.

). 4rieD% e!plain e!plain the t(o main communication net(orks of an organization. organization.

). :iscuss the e$ects of the grape*ine grape*ine on an organization. Jo( do skillful managers take ad*antage of this net(ork<

+0. :escribe the *arious factors that a$ect a$ect the t%pes and amount of communicating that a business does.

+1. =ist the t(o main t%pes of problem. What is the approach approach follo(ed in sol*ing these problems<

+2. Create a scenario scenario and detail the di$erent conte!ts conte!ts for communication to be considered for e$ecti*e communication bet(een communicators in t(o di$erent countries.

+. 4rieD% discuss the communicators particular particular conte!t that e!erts the strongest inDuence on the act of communication.

+". =ist the steps in*ol*ed in*ol*ed in the communication communication process.

+&. What is the goal of business communication< communication< :e8ne mental 8lters and b%passing. b%passing.

Chapter 01 Understanding Workplace Communication /ns(er Ke% Ke %

True % False Questions

1.

Commun Communica icatio tion n ranks ranks at or or near near the the top top of the busine business ss skil skills ls need needed ed for for succ success ess.. T()E

Communication is a ma?or and essential part of the (ork of business. Communication ranks at or near the top of the business skills needed for success.

AACSB: Communication Communication Blooms: Remember Difculty: 1 Easy Learning Objective: 0101 E!"lain t#e im"ortance o$ communication to you an% to business& 'o"ic: '#e Role o$ Communication in Business

2.

The higher higher the positi position on in in an organ organiza izatio tion, n, the the mor more e impor importan tantt commu communic nicati ation on skills become. T()E

The higher the position in an an organization, organization, the more important good communication skills become.


.

Te!t e!t mes messa sagi ging ng is a for form m of of ora orall com commu muni nica cati tion on.. FA!SE

Te!t Te!t messaging messaging is a form form of (ritten communication. communication.


".

#oor #oor comm communi unica catio tion n resu results lts in misu misunde nderst rstand anding ings s but but does does not a$ect a$ect an organization monetaril%. FA!SE

#oor communication costs business millions of dollars e*er% single da% in the form of (asted time, misunderstandings, eroded customer lo%alt%, and lost business.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 0101 E!"lain t#e im"ortance o$ communication to you an% to business& 'o"ic: '#e Role o$ Communication in Business

&.

The abilit abilit% % to 'uickl 'uickl% % asses assess s the the emoti emotions ons of thos those e aroun around d them them and and adap adaptt their their (ords, tone, and gestures accordingl% is called social intelligence. T()E

The abilit% to 'uickl% assess assess the emotions emotions of those around around them and adapt adapt their (ords, tone, and gestures accordingl% is called social intelligence.

AACSB: Communication Communication Blooms: Remember Difculty: 1 Easy Learning Objective: 010) Describe t#e main c#allenges $acing business communicators to%ay& 'o"ic: '#e Role o$ Communication in Business

).

The abilit abilit% % to crea create te and and inte interpr rpret et grap graphic hics s is cal called led *isua *isuall liter literac% ac%. T()E

The abilit% to create and interpret graphics is called *isual *isual literac%.


+.

Wides Widespr pread ead use of the the ntern nternet et has has incre increas ased ed comp compan anies ies-- atten attentio tion n to soci social al responsibilit%. T()E

The nternetL(here nternetL(here negati*e negati*e press press tra*els 'uickl% 'uickl% and (idel%Lhas (idel%Lhas dramaticall% dramaticall% increased the transparenc% transparenc% of companies- operations, thus helping to fuel their interest in ha*ing a sociall% responsible image.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 010) Describe t#e main c#allenges $acing business communicators to%ay& 'o"ic: '#e Role o$ Communication in Business

.

/ busin business esss s comm communi unicat cation ion (ith (ith its suppli suppliers ers is is a t%pic t%pical al e!am e!ampl ple e of inte interna rnal l operational communication. FA!SE

;!ternaloperational ;!ternaloperational communication consists of a businesss communication (ith its suppliers, ser*ice companies, customers, go*ernment agencies, the general public, and others.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 010+ Describe t#e t#ree main categories o$ business communication& 'o"ic: '#e Role o$ Communication in Business

.

#ersona ersonall commun communica icatio tion n inter interfer feres es (ith (ith good good (ork (ork rela relatio tionsh nships ips and and shou should ld be be prohibited in the (orkplace. FA!SE

5ome personal communication is essential to maintain good (ork relationships since it helps make and sustain the relationships upon (hich business depends.


10.

The main main lines lines of operati operational onal communica communication tion in in a busine business ss is is the formal formal net(ork. net(ork. T()E

The main lines lines of operational operational communication communication in a business business is the formal net(ork.

AACSB: Communication Communication Blooms: Remember Difculty: 1 Easy Learning Objective: 010, Describe t#e $ormal an% in$ormal communication net-or.s o$ t#e business organi/ation& 'o"ic: '#e Role o$ Communication in Business

11.

The inform informal al net(ork net(ork inside inside an organiza organization tion is also also refer referred red to as the grape* grape*ine ine.. T()E

The informal net(ork inside an organization organization is also also referred referred to as the grape*ine. grape*ine.


12.

The kind and amount amount of communicat communicating ing a business business does is indep independe endent nt of the nature of the business. FA!SE

Iust ho( much and (hat kind kind of communicating communicating a business business does depends depends on se*eral factors. The nature of the business is one.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 010 Describe $actors t#at aect t#e ty"es an% amount o$ communicating t#at a business %oes& 'o"ic: '#e Role o$ Communication in Business

1.

The o3cia o3ciall cultur culture e and the actua actuall cultur culture e in a compan% compan% are are not necessar necessaril% il% the the same.

T()E

The o3cial culture and the actual culture in a compan% are are not necessaril% necessaril% the same.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: 1 Easy Learning Objective: 010 Describe $actors t#at aect t#e ty"es an% amount o$ communicating t#at a business %oes& 'o"ic: '#e Role o$ Communication in Business

1".

maginat magination ion and and creati* creati*it% it% are are for for the creati creati*e *e discip discipline lines. s. 4usine 4usiness ss communi communicati cation on problems should be sol*ed using standard formulas. FA!SE

4usiness communication problems, problems, (hich are illde8ned, cannot be sol*ed b% using formulas. There is no best, clearl% implied solution. nstead, the% re'uire research, anal%sis, creati*it%, and ?udgment.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 0102 E!"lain -#y business communication is a $orm o$ "roblem solving& 'o"ic: '#e Business Communication 3rocess

1&.

/ll busine business ss commun communicat icators ors at at an ad*an ad*anced ced le*el le*el share share essentia essentiall% ll% the the same same *ocabular% because the% are all accomplished professionals. FA!SE

While business communicators ma% share certain kinds of kno(ledge and language, the% often occup% di$erent professional and industrial 8elds that bring (ith them special concepts and terminolog%.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 0104 Describe t#e various conte!ts $or eac# act o$ business communication& 'o"ic: '#e Business Communication 3rocess

1).

5ensing 5ensing a need for communi communicatio cation n t%pical t%picall% l% occurs occurs at the the recipi recipient-s ent-s end in in the business communication process. FA!SE

5ensing a need for communication occurs (hen a sender 8nds that an action is in order, and he belie*es that some form of communication (ill help him achie*e the desired state.

AACSB: Communication Communication Blooms: Remember Difculty: 1 Easy Learning Objective: 0105 Describe t#e business communication "rocess& 'o"ic: '#e Business Communication 3rocess

1+.

5ol*in 5ol*ing g a communi communica catio tion n proble problem m is t%pica t%picall% ll% a linea linearr proces process. s. FA!SE

While the acti*ities in*ol*ed in sol*ing a communication problem tend to form a linear pattern, the communicator often needs to re*isit earlier steps (hile mo*ing through the di$erent acti*ities. n other (ords, sol*ing a communication problem is a recursi*e process.


1.

nterpret nterpretation ation of a message message occurs occurs at at the recipie recipient-s nt-s end in the the busine business ss communication process. T()E

nterpretation of a message occurs at the recipient-s end in the business communication process.


1.

6o t(o t(o peopl people e ha*e ha*e ide identi ntical cal conte conte!ts !ts or menta mentall 78lte 78lters. rs.77 T()E

6o t(o people ha*e precisel% the same *alues, backgrounds, and *erbal (orlds. /ll of these elements, (hich are called mental 78lters7 inDuence ho( the% percei*e ne( situations and ho( the% communicate.

AACSB: Communication Communication Blooms: Remember Difculty: 1 Easy Learning Objective: 0105 Describe t#e business communication "rocess& 'o"ic: Business Communication: '#e Bottom Line

20.

4%passing 4%passing is a communica communication tion problem problem that that occurs occurs (hen (hen a sender sender and and recei recei*er *er attach completel% di$erent meanings to the same (ords. T()E

4%passing is a communication problem that occurs (hen a sender and recei*er attach completel% di$erent meanings to the same (ords.


Multi&le Choice Questions

21. 21.

9999 99999 9 is is a t%pe t%pe of oral oral com commu muni nica cati tion on..

/. B* C. :. ;.

/n email / telephonic con*ersation Te!t messagin mess aging g / letter nstant messaging

/ telephonic con*ersation is a t%pe of oral communication.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 0101 E!"lain t#e im"ortance o$ communication to you an% to business&

'o"ic: '#e Role o$ Communication in Business

22.

Which Which of of the the follo follo(in (ing g state statemen ments ts is is true true abou aboutt emai email< l<

/. ;mail came into e!istence e!istence during the 1&0s. 4. ;mail has entirel% entirel% replaced phone and and facetoface facetoface con*ersations. con*ersations. C. ;mail is a form of oral communication. :. ;mail allo(s allo(s a communicator to reach onl% onl% one person person at a time. ;mail is a t%pe of ne( media. E* ;mail is a t%pe of ne( media.


2. 2.

9999 99999 9 is a t%pi t%pica call e!a e!amp mple le of of ne( ne( med media ia..

A* 4. 4. C. :. :. ;. ;.

Te!t messagin mess aging g #ostcard #rinted report =etter >emo

Te!t Te!t messaging messaging is categorized categorized (ith other other forms of communication communication that are are collecti*el% referred to as ne( media.


2". 2".

9999 99999 9 are are t%pi t%pica call e!am e!ampl ples es of of ne( ne( medi media. a.

A* 4. 4. C. :. :. ;. ;.

#odcasts #ostcards #rinted reports =etters >emos

#odcasts are a t%pe of ne( media.

AACSB: Communication Communication

Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 010) Describe t#e main c#allenges $acing business communicators to%ay& 'o"ic: '#e Role o$ Communication in Business

2&.

Which Which of the follo(ing follo(ing is a ma?or ma?or trend trend in the the presen presentt busine business ss aren arena< a<

/. ncreased ncreased popularit% of hierarchical hierarchical compan% structures 4. :ecreased :ecreased di*ersit% of emplo%ees in the (orkplace ncreased ncreased focus on corporate social responsibilit% responsibilit% C* :. ncreased re?ection of the ne( media ;. :ecreased usage of electronic correspondence corresponde nce b% business (riters Ene (idespread trend under (a% in business is the increased focus on ethical and sociall% responsible beha*ior.


2).

5ocia 5ociall intel intellig ligenc ence e is best best de8ne de8ned d as the abilit abilit% % to@ to@

/. e3cientl% practice free riding (hen (orking in a group. B* 'uickl% assess the emotions of those around and adapt ones (ords, tone, and gestures accordingl%. C. interact (ith data, see patterns in data, make databased decisions, and use data to design for desired outcomes. :. uphold the social beliefs of %our communit%. ;. organize and subse'uentl% subse'uentl% super*ise super*ise a group of people people to achie*e a common goal. 5ocial intelligence intelligence is the abilit% of people to 'uickl% assess the emotions of those around them and adapt their (ords, tone, and gestures accordingl%.


2+. 2+.

4ab% 4ab% 4oom 4oomer ers s are are peop people le@@

/. B* C. :. ;.

(ith more than three children. (ho (ere born soon after World War . (ho (ere (ere brought up in more more than one cultural cultural background. (ho support population control strategies. (ith children in more than one countr%. countr%.

4ab% 4oomers are people (ho (ere born soon after World War .


2.

99999 is best best de8ne de8ned d as the abili abilit% t% to understan understand d and adapt adapt to the the prefer preference ence for indi*idualism indi*idualism or collecti*ism, religious beliefs, political en*ironment en*ironment and ideas about social hierarch% of di$erent countries.

A* 4. C. :. ;.

Crosscultural Crosscultural competenc% /nal%tical skill Computational thinking Aisual literac% Corporate social responsibilit% responsibilit%

Crosscultural Crosscultural competenc% refers to the abilit% to understand and adapt to the ideals and *alues of di$erent cultures.


2.

Which Which of the follo(ing follo(ing statemen statements ts is is true true about about incre increasin asing g global globalism ism and and (orkplace di*ersit%<

/. The attitudes about punctualit% punctualit% and e3cienc% remains remains constant among businesspeople businesspeople around the (orld. 4. Countries Countrie s and cultures seem to be less interconnected as businesses e!pand their reach around the (orld. agilit%. C* ncrease in globalism has resulted in the re'uirement for cultural agilit%. :. #eople around around the (orld share standardized standardized notions of business and communication. ;. Cultural di$erences are the sole reason for (orkplace di*ersit%. di*ersit%. ncrease in globalism has resulted in the re'uirement for cultural agilit%.


0.

Comput Computat ation ional al think thinking ing is is best best de8n de8ned ed as as the abili abilit% t% to@ to@

A* interact (ith data, see patterns in data, make databased decisions, and use data to design for desired outcomes. 4. understand and adapt to other people-s preference preference for indi*idualism indi*idualism or collecti*ism, collecti*ism, political en*ironment and ideas about social hierarch% of di$erent countries. C. 'uickl% assess the emotions emotions of those around and adapt ones (ords, tone, and gestures accordingl%. :. determine the deeper, underl%ing meaning meaning or signi8cance of messages e!pressed b% people. ;. manipulate people into accepting ones *ie(point regarding regarding religion.

Computational thinking is the abilit% to interact (ith data, see patterns in data, make databased databased decisions, and use data to design for desired outcomes.

AACSB: Communication Communication Blooms: Remember Difculty: ) *e%ium Learning Objective: 010) Describe t#e main c#allenges $acing business communicators to%ay& 'o"ic: '#e Role o$ Communication in Business

1.

The abili abilit% t% to e$ecti e$ecti*el% *el% (ork (ork (ith (ith data data through through interp interpreta retation, tion, recogniz recognize e pattern patterns s in them, deri*e databased decisions, and use data to generate fa*orable outputs is most accuratel% referred to as 99999.

/. B* C. :. ;. ;.

data recognition computational thinking emotional 'uotient *isual literac% b%passing

Computational thinking is the abilit% to interact (ith data, see patterns in data, make databased databased decisions, and use data to design for desired outcomes.


2.

The abili abilit% t% to meaning meaningfull% full%,, accurate accuratel%, l%, and and e3cient e3cientl% l% create create and interpr interpret et picture pictures s and other graphics is most accuratel% called@

/. 4. C. :. E*

crosscultural crosscultur al competenc% competenc %. information informatio n literac%. literac%. *erbal literac%. literac%. emotional 'uotient. *isual literac%. literac%.

Aisual literac% is the abilit% to create and interpret graphics.


.

5ocial 5ocial intelli intelligenc gence, e, (hich (hich is is the abilit% abilit% of of people people to 'uickl% 'uickl% asses assess s the emotions emotions of of those around them and adapt their (ords, tone, and gestures accordingl%, accordingl%, is a t%pe of 99999.

/. B* C. :. ;. ;.

computational thinking interpreti*e skill *isual literac% technological competence b%passing

nterpreti*e skills e!tend be%ond interpreting numbers and in*ol*es understanding other people and using imagination to choose the best method for e$ecti*e business communication.


".

The (idespr (idespread ead use of the the ntern nternet, et, (hich (hich has has resul resulted ted in an an incre increased ased transparenc% in organizations business practices and an increased accountabilit% to the public has@

increased focus in de*eloping a sociall% sociall% responsible responsible image. A* resulted in an increased 4. laid restrictions on the the 'uick 'uick spread of negati*e negati*e information. C. had an ad*erse a$ect on (orkforce di*ersit% di*ersit %. :. reduced the need for strong anal%tical anal%tical skills. ;. eliminated eliminated the need for e!ternaloperational e!ternaloperational communication. The nternet has brought a ne( transparenc% transparenc% to companies companies business business practices, practices, (ith negati*e information tra*eling 'uickl% and (idel%. This has increased the emphasis on corporate social responsibilit%.


&.

Which Which of the follo(ing follo(ing is true about about intern internalop aloperati erational onal communica communication< tion<

instructions that super*isors gi*e to their A* t mainl% includes the orders and instructions emplo%ees. 4. t mainl% mainl% includes includes a businesss businesss communication (ith its its suppliers. suppliers. C. t mainl% includes a businesss businesss communication (ith its its customers. customers. :. t mainl% includes includes a businesss businesss communication communication (ith go*ernment agencies. agencies. ;. t mainl% includes includes the instructions instructions that super*isors super*isors of a compan% gi*e to *endors. /ll the communication that occurs in conducting (ork (ithin a business is internal operational.


).

Which Which of the follo(ing follo(ing is true about about e!ter e!ternalop naloperat erational ional communica communication< tion<

/. t includes the the orders and instructions that that super*isors gi*e gi*e to their emplo%ees. emplo%ees. B* t includes a businesss communication (ith its *endors. C. t includes the personal interaction interactio n bet(een emplo%ees of a compan%. compan%. :. t includes the informal informal interaction bet(een bet(een the super*isor super*isor and the subordinates. ;. t includes the formal communication communication bet(een bet(een the members members of a functional functional group. The (orkrelated (orkrelated communicating communicating that a business business does (ith people and groups outside the business is e!ternaloperational e!ternaloperational communication.


+.

Which Which of the the follo(i follo(ing ng is an intern internal al audie audience nce for for a pri*a pri*ate te sector sector organiza organization< tion<

/. 4. C* :. ;.

ts competitors ts customers ts emplo%ees ts suppliers Bo*ernment o3cials

/ll the communication that occurs in conducting (ork (ithin a business is internal operational. t includes reports that emplo%ees prepare concerning sales, production, in*entories, 8nance, 8nance, maintenance, and so on. t includes the messages that the% (rite and speak in carr%ing out their assignments and contributing their ideas to the business.


.

Which Which of the follo(ing follo(ing is an an e!ampl e!ample e of internalo internaloperat perationa ionall communi communicati cation< on<

/. / letter addressed b% a consumer consumer to the customer care ser*ice of an organization that pro*ides postpurchase support containing the production production and sales sales target for for an organization organization B* / memo containing C. /n order form submitted submitted to an organizations organizations supplier supplier of ra( materials :. / letter addressed to a go*ernment o3cial ;. /n ad*ertisement ad*ertisement put put on a compan%s compan%s (ebsite (ebsite for the general general public public /ll the communication that occurs in conducting (ork (ithin a business is internal operational. t includes reports that emplo%ees prepare concerning sales, production, in*entories, 8nance, 8nance, maintenance, and so on. t includes the messages that the% (rite and speak in carr%ing out their assignments and contributing their ideas to the business.


.

/ memoran memorandum dum reporting reporting a shorta shortage ge of certain certain goods goods (ritte (ritten n b% the (are (arehous house e super*isor of ello( =amination nc. to the compan%-s purchasing department is most likel% to be classi8ed as@

A* 4. C. :. ;.

internaloperational internaloperational communication. e!ternaloperational e!ternaloperational communication. personal communication. grape*ine communication. internale!ternal communication. communicat ion.

/ll the communication that occurs in conducting (ork (ithin a business is categorized as internaloperational internaloperational communication.

AACSB: Re6ective Re6ective '#in.ing '#in.ing Blooms: A""ly Difculty: ) *e%ium Learning Objective: 010+ Describe t#e t#ree main categories o$ business communication& 'o"ic: '#e Role o$ Communication in Business

"0.

/n angr% angr% custom customer er calls calls the public public relatio relations ns departm department ent of Uranus Uranus nc. nc. to compl complain ain about a defect in the compan%-s product. 5uch a communication is most likel% likel% to be classi8ed as@

/. B* C. :. ;.

internaloperational internaloperational communication. e!ternaloperational e!ternaloperational communication. personal communication. internale!ternal communication. communicat ion. grape*ine communication.

The (orkrelated (orkrelated communicating communicating that a business business does (ith people and groups outside the business is categorized as e!ternaloperational e!ternaloperational communication.

AACSB: Re6ective Re6ective '#in.ing '#in.ing Blooms: A""ly Difculty: ) *e%ium Learning Objective: 010+ Describe t#e t#ree main categories o$ business communication& 'o"ic: '#e Role o$ Communication in Business

"1.

Which Which of the follo(ing follo(ing is an an e!ampl e!ample e of e!terna e!ternaloper loperation ational al commun communicat ication< ion<

/. :iscussions that senior senior management holds to determine the goals and and processes of the business 4. The orders and instructions that super*isors super*isors gi*e emplo%ees about dealing dealing (ith angr% customers C* :iscussion bet(een the heads of t(o companies about the possibilit% of a merger bet(een their companies :. The reports that emplo%ees prepare concerning sales, production, in*entories, 8nance and maintenance ;. The messages that emplo%ees emplo%ees (rite to their super*isors regarding regarding the progress of their (ork The (orkrelated (orkrelated communicating communicating that a business business does (ith people and groups outside the business is categorized as e!ternaloperational e!ternaloperational communication.


"2.

Which Which of the follo(ing follo(ing is an an e!ampl e!ample e of e!terna e!ternaloper loperation ational al commun communicat ication< ion<

/. :iscussions that senior senior management holds to determine the goals and and processes of the business 4. The orders and instructions that super*isors super*isors gi*e emplo%ees about dealing dealing (ith angr% customers /d*ertisements that companies put put up on their (ebsites for the general general public C* /d*ertisements :. The reports that emplo%ees prepare concerning sales, production, in*entories, 8nance and maintenance ;. The messages that emplo%ees emplo%ees (rite to their super*isors regarding regarding the progress of their (ork The (orkrelated (orkrelated communicating communicating that a business business does (ith people and groups outside the business is categorized as e!ternaloperational e!ternaloperational communication.


".

n the the conte! conte!tt of the the e!ter e!ternal nal audience audiences s of toda%s toda%s business businesses, es, suppliers suppliers,, contractors, distributors, shippers, and contract (orkers are referred to as@

/. 4. C. D* ;.

regulator% agents. public groups. industr% partners. core business partners. communit% groups.

n the conte!t of the e!ternal audiences audiences of toda%s businesses, businesses, suppliers, contractors, distributors, shippers, and contract (orkers are referred to as core business partners.


"".

Which Which of the follo(ing follo(ing statemen statements ts is is true true about about personal personal communica communication< tion<

/. #ersonal communication is a t%pe t%pe of e!ternaloperati e!ternaloperational onal communication. communication. 4. nternaloperational nternaloperational communication communication does does not include personal elements. e!ternaloperational communication often contains elements of personal C* /n e!ternaloperational communication. :. The producti*it% producti*it% of an emplo%ee emplo%ee is una$ected una$ected b% personal personal communication. communication. ;. #ersonal #ersonal communication communication is t%picall% regulated b% the formal formal net(ork. net(ork. Communication (ith e!ternal parties include personal remarks.


"&.

Which Which of the the follo( follo(ing ing best best illu illustr strate ates s a person personal al commu communic nicat ation ion< <

/. / list list of targets prepared b% a super*isor for the subordinates subordinates 4. / business business proposal proposal sent to the top management management of an organization organization C. / formal letter (ritten to the general manager of a compan% thanking him for the Christmas Christmas card card he had sent sent D* / mail to a supplier thanking ;. / letter to the go*ernment of a countr% re'uesting permission permission to establish trade (ith its organizations organizations #ersonal #ersonal communication is the informal e!change e!change of information and feelings in (hich (e human beings engage (hene*er (e come togetherLor (hen (e ?ust feel like talking to each other.

AACSB: Communication Communication Blooms: A""ly Difculty: ) *e%ium Learning Objective: 010+ Describe t#e t#ree main categories o$ business communication& 'o"ic: '#e Role o$ Communication in Business

").

The ma?or, ma?or, (elle (ellestab stablish lished ed chann channels els for inform information ation e!chang e!change e (ithin (ithin an organization are collecti*el% called its 99999.

/. B* C. :. ;.

personal communication net(ork formal net(ork core business partners regulator% agents grape*ine net(ork

The formal net(ork net(ork is the main main lines of of operational communication. communication. The ma?or, (ellestablished channels for information e!change (ithin an organization are collecti*el% called its formal net(ork.


"+.

Which Which of the follo(ing follo(ing is true true about about the formal formal net(o net(ork rk of an organi organizati zation< on<

includes the up(ard mo*ement of information information in an A* The formal channel includes organization. 4. The formal channel does not include the do(n(ard do(n(ard mo*ement of information in an organization. C. The formal channel does not include the lateral lateral mo*ement of information in an organization. :. The formal channel chieD% comprises all the personal communications communications (ithin an organization. ;. The formal channel chieD% chieD% comprises all the personal communications communications bet(een an organization and its regulator% agents. The formal Do( Do( includes the the up(ard, lateral, and and do(n(ard mo*ement of information in the form of reports, memos, email, and other media (ithin the organizationM organizationM the do(n(ard mo*ement of orders, instructions, ad*isories, and announcementsM announcementsM and the broad dissemination of compan% information through the organizations organizations ne(sletter, bulletin boards, email, intranet, or blogs.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 010, Describe t#e $ormal an% in$ormal communication net-or.s o$ t#e business organi/ation& 'o"ic: '#e Role o$ Communication in Business

".

Which Which of the follo(ing follo(ing is true true about about the informal informal net(ork net(ork of an organi organizatio zation< n<

/. t consists of the the ma?or, (ellestablish (ellestablished ed channels for information e!change. e!change. 4. t forms the main lines of operational communication. C. t is simple and follo(s a set pattern. t runs alongside the formal net(ork. D* ;. t is called a grape*ine grape*ine (hen it e!ists e!ists outside an organization. organization. Eperating alongside the formal net(ork is the informal net(ork.


".

The grape* grape*ine ine of an an organ organiza izatio tion n is best best de8ne de8ned d as@ as@

/. the formal net(ork (ithin an organization. 4. the formal net(ork that e!ists outside a organization. C. the main lines of operational communication. the informal net(ork (ithin an organization. D* ;. the formal net(ork used b% an organization to communicate (ith its competitors. The grape*ine of an organization organization is best best de8ned as the informal net(ork (ithin an organization.


&0.

5killful 5killful manag managers ers are are most likel% likel% to to deal (ith their their organi organizatio zation-s n-s grape*i grape*ine ne b%@ b%@

/. controlling it (ith strict rules. 4. eliminating the net(ork. recognizing its presence and using the net(ork. C* :. ignoring it as long as as it does not in*ol*e members of the organization. organization. ;. feeding it (ith gossip and rumors. Brape*ine usuall% carries far more information than the formal communication s%stem, and on man% matters it is more e$ecti*e in determining the course of an organization and is therefore used b% managers to their ad*antage.


&1.

Which Which of the the follo(i follo(ing ng statem statements ents is true true about about busine business ss commun communicat ication ion (ithi (ithin n an organization<

/. /n organization dealing dealin g in repair ser*ices is most likel% likel% to re'uire far more communication than an organization dealing in automobile manufacturing. stable en*ironment tend to depend on B* 4usinesses in a comparati*el% stable established t%pes of formal communication in a set organizational hierarch%. C. 5impler organizations organizations t%picall% re'uire more communication communication as compared to comple! organizations. organizations. :. The geographic dispersion of an organization organization does not a$ect its internal communication. ;. The communication of homogeneous organization organization re'uires re'uires more adaptation to participants *alues than that of a multicultural organization. organization. Erganizations Erganizations in a relati*el% stable industr% tend to depend on established t%pes of formal communication.


&2.

Which Which of the follo(ing follo(ing statemen statements ts is is true true about about organiza organizationa tionall cultur culture< e<

/. Erganizational Erganizational culture is independent independent of an organizations organizations communication. communication. 4. The communication of a multicultural multicultural organization re'uires re'uires more adaptation to participants *alues than that of a relati*el% homogeneous organization. C. The focus on organizational culture culture b% management consultants consultants and theorists has drasticall% decreased o*er time. :. The o3cial organization culture is the same as the actual organizational culture. Erganizatio n culture is the customar% (a% of percei*ing things and is rarel% E* Erganization stated. Erganization culture is the customar% (a% of percei*ing things and is rarel% stated.


&.

Which Which of the the follo(i follo(ing ng statem statements ents is true true about about the the actual actual organiza organization tional al cultur culture< e<

/. t is in*ariabl% the same as the o3cial organizational organizatio nal culture. 4. t remains the same across organizations. organization s. C. t is formall% promoted through the compan%s compan%s mission statement like like the o3cial culture of the compan%. :. t is not ad*isable for a communicator to account for the actual organizational organizational culture of a client. organizational culture of an organization is often often unstated. unstated. E* The organizational The organizational organizational culture culture of an organization organization is often often unstated. unstated.


&".

Which Which of the the follo( follo(ing ing best best illu illustr strate ates s an illd illde8n e8ned ed probl problem< em<

/. The task of calculating the annual pro8ts of a compan% 4. The task task of calculating the mone% mone% left left in a departments departments budget C. The task of counting counting the number number of hours an emplo%ee emplo%ee sta%s in the o3ce communicating a bad ne(s to an emplo%ee D* The task of communicating ;. The task of deciding ho( much much mone% to return return to a customer during an appro*ed complete refund The problemsol*ing problemsol*ing literature literature di*ides problems into into t(o main t%pes@ t%pes@ (ell de8ned de8ned and ill de8ned. The former can be sol*ed b% follo(ing a formula. 4ut most real (orld problems, including business communication problems, cannot be sol*ed this (a%. The% do not come to us in neat packages (ith the path to the best solution clearl% implied. nstead, the% re'uire research, anal%sis, creati*it%, and ?udgment.

AACSB: Communication Communication Blooms: A""ly Difculty: ) *e%ium Learning Objective: 0102 E!"lain -#y business communication is a $orm o$ "roblem solving& 'o"ic: '#e Business Communication 3rocess

&&.

Which Which of the follo follo(in (ing g statem statement ents s is true abou aboutt illde8 illde8ned ned prob problem lems< s<

/. llde8ned problems can be sol*ed b% using a set formula. 4. The communication process process in*ol*ed in sol*ing an illde8ned illde8ned problem cannot be recursi*e. C. >ost illde8ned problems problems come in neat packages packages (ith the path to the best solution clearl% implied. di$erentl%. D* :i$erent people handle illde8ned problems di$erentl%. ;. ;*er% illde8ned problem has a uni'ue and perfect solution. :i$erent people handle illde8ned problems di$erentl%.


&).

Which Which of the follo(ing follo(ing approach approaches es (ill (ill be be most most e$ecti e$ecti*e *e for for sol*ing sol*ing business business communication problems<

/. el%ing e!clusi*el% on heuristics to sol*e problems because the% ha*e (orked in past situations 4. Treating all communication communicat ion situations as (ellde8ned problems C. Using standardized standardized solutions for sol*ing business problems likel% e$ects e$ects of a number number of di$erent di$erent solutions D* Considering the likel% ;. Using the formula that is applicable for sol*ing (ellde8ned problems 4usiness situations are often comple! and present multiple options for handling a gi*en situation. Finding communication solutions re'uires anal%sis, creati*it%, and ?udgment.


&+.

Which Which of the the follo follo(in (ing g is true true abou aboutt conte conte!ts !ts for for commu communic nicati ation< on<

A* The contents of a communication is hea*il% inDuenced b% the communicators professional professional roles. 4. The communicators particular particular conte!ts do not e!ert an inDuence inDuence on the act of communication. C. The elements of the larger larger conte!t conte!t related to communication communication remain constant. :. The organizational organizational conte!t conte!t does not inDuence inDuence ho( one communicates ;. Customs in the surrounding culture culture is not a part of the larger conte!t related related to communication.

What gets communicated and ho( can be hea*il% inDuenced b% the communicators professional roles.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 0104 Describe t#e various conte!ts $or eac# act o$ business communication& 'o"ic: '#e Business Communication 3rocess

&.

The 8rst 8rst step step in the the comm communi unicat cation ion proce process ss is to@

/. B* C. :. ;.

compose a message. sense the need for communication. interpret the message. select a course of action. decide on a response.

esearchers esearchers generall% agree that the 8rst step in the communication process in*ol*es the primar% communicator sensing a communication need.


&.

n the the process process of communi communicati cation, on, once once the primar% primar% sender sender of the the messag message e de*elops a (ellinformed sense of the situation, the ne!t logical step is to@

anal%ze the potential audiences. A* 4. interpret the message. C. choose an appropriate time to send the message. :. draft and then re*ise a message carefull% so that it (ill get the ?ob ?o b done and also reDect (ell on the sender ;. e!tract information from the message. n the process of communication, once the primar% sender of t he message de*elops a (ellinformed sense of the situation, the ne!t logical step is to anal%ze the potential audiences, their conte!ts, %our o(n goals and conte!ts, %our relationship (ith each audience, and an% rele*ant larger conte!ts.


)0.

n the the course course of the commun communicat ication ion proces process, s, (hich (hich of of the follo(ing follo(ing is like likel% l% to occur immediatel% at the audiences- end after the primar% communicator sends a message<

/. B* C. :. ;.

Consideration of possible strategies eception of the message 5election of a course of action :e*elopment of a (ellinformed (ellinformed sense of the situation Composition of a message

esearchers generall% agree that the communication process includes the follo(ing acti*ities, at the recei*ers end@ 1N recei*ing the message, 2N interpreting the message, N deciding on a response, "N repl%ing to the message.


)1.

Which Which of the follo(ing follo(ing is e!cl e!clusi* usi*e e to the Gsending Gsending the messageH messageH step in a business communication process<

A* 4. C. :. ;.

Choosing a good time to deli*er the message Composing the message 5electing a course of action Considering possible communication strategies 5ensing a communication need

When %our message is prepared or carefull% planned, %ou are read% to deli*er it to %our intended recipients in the channel %ou ha*e chosen. 5o %ou need to choose a good time to deli*er it.


)2.

n the the course course of the commun communicat ication ion proces process, s, (hich (hich of of the gi*en gi*en steps steps logica logicall% ll% follo(s after the listener recei*es the message sent b% the communicator<

/. B* C. :. ;.

Considering the possible strategies nterpreting the message epl%ing to the message Choosing the medium of repl% Benerating the message

esearchers generall% agree that the communication process includes the follo(ing acti*ities, at the recei*ers end@ 1N recei*ing the message, 2N interpreting the message, N deciding on a response, "N repl%ing to the message.


).

When t(o peopl people e using using the the same same (ord (ord think think that that the% the% agree agree on its its meaning meaning but actuall% do not, the% are e!periencing e!periencing the communication problem kno(n as@

/. /. B* C. C. :. :. ;. ;.


n the communication process, the communicator and the audience ma% attach completel% di$erent meanings meanings to the same (ords. This problem is referred referred to as b%passing.


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:uring :uring the the course course of of their their commun communicat ication, ion, /lbert /lbert and and 6athan 6athan attach attach di$er di$erent ent meanings to the same (ord. This is an e!ample of@

/. /. B* C. C. :. :. ;. ;.



AACSB: Communication Communication Blooms: A""ly Difculty: ) *e%ium Learning Objective: 0105 Describe t#e business communication "rocess& 'o"ic: Business Communication: '#e Bottom Line

)&.

Iason Iason (anted (anted to to sell sell his pipe organ organ and informed informed his his mother mother about about his his intenti intention. on. Je told her, G (ant to sell m% organ.H Jis mother (as horri8ed as Iasons message led her to think that he (anted to sell his bod% organ. This is an e!ample of@

/. /. B* C. C. :. :. ;. ;.




Short Ans'er Questions

)). )).

:iscuss ne ne( me media.

The forms of communication communication that ha*e replaced replaced the older older forms of communication, communication, such as memos and telephonic con*ersations, con*ersations, due to their increased communication speed and the abilit% to reach man% more readers simultaneousl% are collecti*el% called ne( media.

AACSB: Communication Communication Blooms: (n%erstan% Difculty: ) *e%ium Learning Objective: 010) Describe t#e main c#allenges $acing business communicators to%ay&

)+.

;!pla ;!plain in the the main main cate categor gories ies of busin busines ess s commun communica icatio tion. n.

5tudents e!amples (ill *ar%. nternalEperational Communication@ /ll the communication that occurs in conducting (ork (ithin a business is internal operational. This is the communication among the businesss emplo%ees emplo%ees that is done to perform the (ork of the business and track its success. ;!ternalEperational Communication@ The (orkrelated communicating that a business does (ith people and groups outside the business is e!ternaloperational communication. This is the businesss businesss communication (ith its publicsLsuppliers, ser*ice companies, customers, go*ernment agencies, the general public, and others. #ersonal Communication@ Communication that takes place (ithout apparent purpose as far as the operating plan of the business is concerned is called personal communication.

AACSB: Communication Communication Blooms: Remember Difculty: 1 Easy Learning Objective: 010+ Describe t#e t#ree main categories o$ business communication& 'o"ic: '#e Role o$ Communication in Business

).

4rieD% 4rieD% e!pla e!plain in the the t(o main communica communication tion net(orks net(orks of an an organiz organization ation..

Formal 6et(ork@ The formal net(ork is the main line of operational o perational communication. Through these channels Do(s the bulk of the communication that the business needs to operate. 5peci8call%, the Do( includes the up(ard, lateral, and do(n(ard mo*ement of informationM the do(n(ard mo*ement of orders, instructions, ad*isories, and announcementsM and the broad dissemination of compan% information. t details the e!pectations about (hat can and cannot be said, (ho ma% and ma% not sa% it, and ho( the messages should be structured and (orded.


).

:iscuss :iscuss the the e$ect e$ects s of the the grape*i grape*ine ne on an organ organizat ization. ion. Jo( do do skillful skillful manag managers ers take ad*antage ad*antage of this net(ork<

The informal net(ork inside an organization organization is often often referred referred to as the grape*ine. :espite carr%ing much gossip and rumor, the grape*ine usuall% carries far more information than the formal communication s%stem, and on man% matters it is more e$ecti*e in determining the course of an organization. The grape*ine e!tends to e!ternal audiences and (idespread use of social media has dramaticall% increased increased emplo%ees informal communication (ith outsiders (hich ma% help or hurt the compan%. compan%. 5killful managers can 8nd out (ho the t he talk leaders are and gi*e them the information that (ill do the most good for the organization. The% also make make management management decisions decisions that culti*ate culti*ate positi*e positi*e talk.


+0.

:escribe :escribe the *arious *arious facto factors rs that that a$ect a$ect the t%pes and amount amount of communica communicating ting that a business does.

The kind of communicating communicating a business business does depends on se*eral se*eral factors@ factors@ The nature of the business@ 4usinesses that re'uire interaction (ith its customers, suppliers, manufacturers, manufacturers, distributors etc. (ill re'uire far more communication than simple ser*ices.

1. The businesses size and comple!it%@ elati*el% simple businesses re'uire far less communication than comple! businesses. 2. The businesss relation to its en*ironment@ 4usinesses 4usinesses in a comparati*el% stable en*ironment (ill tend to depend on established t%pes of formal communication in a set organizational hierarch%, (hereas those in a *olatile en*ironment (ill tend to impro*ise more in terms of their communications and compan% structure. . The geographic dispersion of the operations of a business@ nternal communication in a business (ith multiple locations di$ers from that of a one location business. ;nabling emplo%ees to (ork from home, re'uiring them to tra*el, and rel%ing on outside contractors can also increase a compan%s geographical reach and thus a$ect its communication. The communication of a multicultural organization (ill re'uire more adaptation to participants *alues, perspecti*es, and language skills than that of a relati*el% relati*el% homogeneous organization.


+1.

=ist the t(o t(o main main t%pes t%pes of problem. problem. What is the the approa approach ch follo(ed follo(ed in sol*in sol*ing g these these problems<

#roblems are broadl% di*ided as (ell de8ned problems and illde8ned problems. Well de8ned problems can be sol*ed b% follo(ing a formula, and there is al(a%s a path to the best solution clearl% implied. 5ol*ing illde8ned problems re'uires research, anal%sis, creati*it%, and ?udgment. 5ol*ing illde8ned problems in*ol*es combining e!isting resources resources (ith inno*ation and good ?udgment. Jeuristics ma% be used to aid in the sol*ing of an illde8ned problem, but the% cannot be relied on entirel% and a solution must be adapted according to the situation. llde8ned problems do not ha*e a perfect solution but a good solution can be de*eloped (ith proper research and anal%sis.


+2.

Create a scenar Create scenario io and and detail detail the di$eren di$erentt conte!t conte!ts s for communica communication tion to be considered for e$ecti*e communication bet(een communicators in t(o di$erent countries.

5tudents ans(ers (ill *ar%. The ans(er can detail the di$erent aspects of the larger conte!t that di$er bet(een countries. The student can consider the relationship relationship that the t he communicators (ish to establish and the particular conte!ts that can a$ect communication.

AACSB: Re6ective Re6ective '#in.ing '#in.ing Blooms: A""ly Difculty: ) *e%ium Learning Objective: 0104 Describe t#e various conte!ts $or eac# act o$ business communication& 'o"ic: '#e Business Communication 3rocess

+.

4rieD% 4rieD% discus discuss s the communica communicators tors particul particular ar conte!t conte!t that e!erts e!erts the the stron strongest gest inDuence on the act of communication.

Erganizational Erganizational conte!ts@ The t%pe and culture of an organization (ill shape the communication choices in man% (a%s, and the organizational organizational conte!ts audiences (ill, in turn, shape their responses. n e*er% act of business communication, communication, at least one of the parties in*ol*ed is likel% to be representing an organization. #rofessional conte!ts@ :i$erent professionals possess di$erent kinds of e!pertise, speak di$erentl%, and tend to focus on di$erent things. #art of successful communication in*ol*es being alert to the audiences di$erent professional conte!ts as (ell as their di$erent priorities. #ersonal conte!ts@ The genes inherited, famil% and upbringing, life e!periences, schooling, and the culture in (hich a person is reared a$ects his personalit%. Communicati*e acts can also be a$ected b% successes and failures, current relationships, 8nancial ups and do(ns, the state of health, and ph%sical en*ironment. Though such personal matters are not disclosed, it de8nitel% a$ects communication.

AACSB: Communication Communication Blooms: Remember Difculty: 1 Easy Learning Objective: 0104 Describe t#e various conte!ts $or eac# act o$ business communication& 'o"ic: '#e Business Communication 3rocess

+".

=ist =ist the the steps steps in*ol* in*ol*ed ed in in the the commu communic nicati ation on pro proces cess. s.

The steps in*ol*ed in*ol*ed in the communication process process are@ are@ 1. 5ensing a communication need 2. :e8ning the situation . Considering possible communication strategies ". 5electing a course of action &. Composing the message ). 5ending the message +. ecei*ing the message . nterpreting the message . :eciding on a response 10. epl%ing to the message


+&.

What is the the goal goal of busin business ess communica communication< tion< :e8ne :e8ne mental mental 8lters 8lters and b%pas b%passing sing..

The goal of business business communication communication is to create create a shared understanding understanding of business situations that (ill enable people to (ork successfull% together. >ental 8lters are preconceptions, frames of reference, and *erbal (orlds. 4%passing is a communication problem that occurs (hen the sender and the recei*er attach completel% di$erent di$erent meanings to the same (ords.

AACSB: Communication Communication Blooms: Remember Learning Objective: 0105 Describe t#e business communication "rocess&

'o"ic: Business Communication: '#e Bottom Line

Test Bank Lesikars Business Communication Connecting in a Digital World 13th Edition.docx

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