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Chapter 01Communicating in the Workplace

True / False Questions

1. Communication skills are a plus, but you can succeed as well with or without them as long as you are expert in your chosen business area. True False

2. The higher you go in an organization, the less important communication skills become. True False

3. NFI Research, a private organization that regularly surveys over 2,000 executives and senior managers, found that 94 percent of the members rank mathematical skill as the most important skill for them to succeed today and tomorrow. True False

4. Business's need for employees with good communication skills is all too often not fulfilled. True False

5. Succeeding in the "information age" requires businesses—and their employees—to be more flexible and adaptive than they used to be. True False

6. People need to learn to ignore their cultural, ethnic, social, an/or age differences when doing business together. True False

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7. The ability to learn and use computer applications, as well as to understand their strengths and limitations is known as the information literacy. True False

8. The ability to find, evaluate, select, and use information is known as the information literacy. True False

9. Widespread use of the Internet is one reason for companies' increased attention to social responsibility. True False

10. All the communication that occurs in conducting work within a business falls into the category of external operational communication. True False

11. The communication that takes place among the business's employees so as to create, implement, and track the success of the business's operating plan is known as the internal operational communication. True False

12. Oral exchanges among employees about work matters is an example of external-operational communication. True False

13. Microblogging and viral videos are examples of internal-operational communication. True False



14. All the communication that occurs in business is operational. True False

15. Because personal communication interferes with work, it should be prohibited in the workplace. True False

16. A workplace that is too rollicking or jovial can undermine business goals. True False

17. Organizations have two communication networks, the formal network and the informal network and both these networks are critical for the success of the business. True False

18. The communication flowing through the informal network follows no set pattern. True False

19. The communication that flows through the formal network is known as the grapevine. True False

20. Most of the communication that takes place through formal network consists of gossip and rumor. True False

21. As a rule, simple organizations require more communication than do complex ones. True False



22. Whatever the nature of their businesses, all organizations use the same genres, or forms, of communication. True False

23. Businesses in a dynamic environment will tend to improvise less in terms of their communication and company structure than businesses in a comparatively stable environment. True False

24. The culture of the organization has a strong effect upon and is strongly affected by the company's communication. True False

25. The content and quality of the company's communication has a great deal to do with employees' attitudes and behavior. True False

26. You can learn the true culture of an organization by reading its published mission statement. True False

27. Imagination, creativity, and judgment are for the creative disciplines. Business communication should use only logic and analysis. True False

28. Since most business communication problems are ill-defined problems without clearly prescribed solutions, all communication solutions are equally valid. True False



29. A problem is always something negative. True False

30. The communicators' larger contexts exert stronger influence on the act of communication than the particular context. True False

31. Priorities of the communicator's organization will be included in the larger context of the communication. True False

32. Two people might ascribe completely different meanings to the same words. True False

33. No two people have identical contexts and mental "filters." True False

Multiple Choice Questions

34. NFI Research, a private organization that regularly surveys over 2,000 executives and senior managers, found that 94 percent of the members rank _____ as the most important skill for them to succeed today and tomorrow. A. analytical skillB. communication skillC. logical abilityD. data interpretation abilityE. mathematical skill



35. The companies included in BusinessWeek's 2009 list of "best places to launch a career" cited _____ skills as the "most desirable trait" in a job candidate—more desirable than any other trait besides "college major". A. analyticalB. mathematicalC. logicalD. data interpretationE. communication

36. According to the employers surveyed for the National Association of Colleges and Employers' Job Outlook 2009, which of the following is one of the highly prized qualities in job applicants? A. Speed of workB. Negotiation skillsC. Mathematical abilityD. A strong work ethicE. Logical skills

37. The ability to meaningfully, accurately, and efficiently include pictures and other graphics to supplement your messages is an example of: A. cross-cultural literacy.B. information literacy.C. verbal literacy.D. technological literacy.E. visual literacy.

38. Which of the following sentences best describes the term ‘information age?' A. Technology is changing rapidly.B. Almost all the companies in the world use computers for their day-to-day operations.C. Information about any topic can be obtained quickly.D. Information has become the hottest commodity there is.E. Vast amount of information is now available.



39. As more means of acquiring, storing, retrieving, transmitting, and using information develop, people's jobs become increasingly information related and according to a term coined by a renowned management thinker Peter Drucker, such workers are called _____ workers. A. dataB. globalC. modernD. informationE. knowledge

40. Which of the following is best represented by the term ‘information literacy?' A. The ability to summarize data in the tabular formB. The ability to communicate with colleaguesC. The ability to find, evaluate, select, and use informationD. The ability to learn and use computer applications, as well as to understand their strengths and limitationsE. The ability to interpret and assess visuals

41. The ability to learn and use computer applications, as well as to understand their strengths and limitations is known as the _____ literacy. A. informationB. technologicalC. modernD. new ageE. visual

42. Which of the following is NOT a major trend in business in the 21st century? A. Increasingly hierarchical company structuresB. Growing diversity of employees in the workplaceC. Increased focus on corporate social responsibilityD. Need to stay abreast of changing information technologiesE. Increasing globalization



43. A memorandum reporting a shortage of certain goods written by the warehouse supervisor of a company to its purchasing department is classified as a(n) _____. A. internal-operational communicationB. external-operational communicationC. personal communicationD. cross-cultural communicationE. internal-external communication

44. All the communication that occurs in conducting work within a business falls into the category of _____ communication. A. verticalB. grapevineC. horizontalD. internal-operationalE. personal

45. The communication that takes place among the business's employees so as to create, implement, and track the success of the business's operating plan is known as the _____ communication. A. verticalB. grapevineC. horizontalD. internal-operationalE. personal

46. John has received some instructions from his supervisor regarding a new project. This communication is an example of _____ communication. A. internal-externalB. horizontalC. grapevineD. personalE. internal-operational



47. Which of the following is an example of internal-operational communication? A. Microblogging and viral videosB. An instruction given by a supervisor to his employeesC. Newspaper and magazine advertisingD. Coordinating with contractorsE. Public-relations messages

48. The work-related communicating that a business does with people and groups outside the business is known as _____ communication. A. external-operationalB. horizontalC. grapevineD. personalE. internal-operational

49. The business's communication with its publics—suppliers, service companies, customers, government agencies, the general public, and others falls into the category of _____ communication. A. external-operationalB. horizontalC. grapevineD. personalE. internal-operational

50. All that a business does to improve its public relations falls into the category of _____ communication. A. external-operationalB. horizontalC. grapevineD. personalE. internal-operational



51. An angry customer calls the public relations department of Company X to complain about the company's product. Such communication can be classified as: A. internal-operational communication.B. external-operational communication.C. personal communication.D. cross-cultural communication.E. internal-external communication.

52. Which of the following is an example of external-operational communication? A. Instructions given by the supervisor to his employees.B. Point-of-purchase display material.C. Oral exchanges among employees about work matters.D. Sales reports produced by employees.E. Ongoing discussions that senior management undertakes to determine the goals and processes of the business

53. Communication that takes place in business environment without apparent purpose, as far as the operating plan of the business is concerned, can be classified as _____ communication. A. external-operationalB. horizontalC. verticalD. personalE. internal-operational

54. All of the following communications will definitely flow through a formal network EXCEPT: A. Upward movement of a reportB. Downward movement of a memoC. GrapevineD. Downward movement of policiesE. Correspondence with suppliers



55. Which of the following statements is true regarding a formal network? A. It has an ever-changing structure and follows no set pattern.B. It generally carries gossips and rumors.C. The communication flowing through a formal network is known as the grapevine.D. Downward movement of a memo will take place through the formal network.E. The formal channel of communication usually carries far more information than the grapevine.

56. Which is good advice to a manager concerning how to deal with the grapevine? A. Control it with strict rulesB. Eliminate itC. Keep in touch with it and use itD. Ignore itE. Feed it with gossip and rumors

57. Which of the following is true regarding communication in a business that is operating in a comparatively stable environment? A. Most of the communication takes place through an informal channel.B. A business in a stable environment requires far more communication than a business in a dynamic environment.C. Businesses in a stable environment will tend to improvise more in terms of their communications and company structure than businesses in a comparatively dynamic environment.D. The bulk of the communication that the business needs to operate flows through the informal communication channel.E. Businesses in a dynamic environment will tend to improvise more in terms of their communications and company structure than businesses in a comparatively stable environment.



58. Which of the following statements is true regarding the kind of communication needed in a particular type of business? A. The culture of the organization strongly affects the communication in the organization.B. The kind of communication needed in a business is independent of the nature of the business.C. Relatively simple businesses require far more communication than complex businesses.D. Businesses a comparatively stable environment depends less on established types of formal communication in a set organizational hierarchy.E. Businesses in a dynamic environment, will tend to improvise less in terms of their communications and company structure than the businesses in a stable environment.

59. All of the following statements are true regarding the culture of an organization EXCEPT: A. The culture of an organization has a strong effect upon the company's communication.B. An organization's actual culture is the same as its official culture.C. The culture of an organization is strongly affected by the company's communication.D. The content and quality of the company's communication affects employees' attitudes and behavior.E. Management tries to promote certain official culture through formal communication such as mission statements and mottos.

60. Sam is communicating with one of his clients. With reference to the context of communication, which of the following will be included in Sam's larger context? A. Culture of his organizationB. Business-economic climate at the time of communicationC. Sam's upbringing and his life experiencesD. Priorities of Sam's organizationE. Professional role of Sam



61. Samantha is communicating some information to a client organization. The business-economic climate at the time of communication will be considered as a part of the _____ context of the communicators. A. ethicalB. personalC. professionalD. organizationalE. larger

62. John is sending an invoice to a client organization. With reference to the communication context, which of the following will be included in client organization's particular context? A. Customs in the surrounding cultureB. Economic climateC. Current circumstances of the organizationD. Sociocultural contextE. Historical context

63. Which of the following will be included in the professional context? A. Priorities of the communicator's organizationB. Life experiences of the communicatorC. Communicator's family backgroundD. Communicator's occupational backgroundE. Organization's current situation

64. Which of the following will be included in the personal context of the communicator? A. Current situation of the communicator's organizationB. Communicator's family backgroundC. Professional role of the communicatorD. Priorities of the communicator's organizationE. Business-economic climate



65. William has received a complaint from a customer and he is trying to find out the problem and any further information that might be needed to understand the situation. William is most likely engaged in which of the following stages of business communication? A. Defining the situationB. Considering possible communication strategiesC. Selecting a course of actionD. Composing the messageE. Receiving the message

66. Anna wants to inform her suppliers about some changes in the product specifications. She wants to ensure that her message projects a good image of her organization. Identify the stage of the business communication in which this concern is most likely to be included. A. Defining the situationB. Considering possible communication strategiesC. Interpreting the messageD. Composing the messageE. Receiving the message

67. Emma wants to send a message to a client organization. She has selected a communication strategy and a course of action and she is now composing the message. Which of the following questions is most likely to be considered by her while composing the message? A. What exactly is the problem?B. Does the customer have a legitimate point?C. What further information might you need to understand the situation?D. What kind of communication event should you initiate?E. What should be the structure of the message?

68. Your message is prepared or carefully planned, you are ready to deliver it to your intended recipients in the channel you have chosen and you choose a good time to deliver it. Identify the stage of business communication in discussion. A. Defining the situationB. Considering possible communication strategiesC. Interpreting the messageD. Sending the messageE. Receiving the message



69. During which of the following stages of business communication does extracting information from the message take place? A. Defining the situationB. Considering possible communication strategiesC. Interpreting the messageD. Sending the messageE. Receiving the message

70. When two people using the same word think that they agree on its meaning but actually do not, they are experiencing the communication problem known as _____. A. semantic differentialB. bypassingC. heuristicsD. maskingE. skimming



Chapter 01 Communicating in the Workplace Answer Key

True / False Questions

1. (p. 4) Communication skills are a plus, but you can succeed as well with or without them as long as you are expert in your chosen business area. FALSE

NFI Research, a private organization that regularly surveys over 2,000 executives and senior managers, found that 94 percent of the members "rank ‘communicating well' as the most important skill for them to succeed today and tomorrow." No matter how expert you are in your area of business, people will only be able to benefit from your knowledge if you can communicate it well.

AACSB: CommunicationBloom's: RememberDifficulty: HardLearning Objective: 01-01 Explain the importance of communication to you and to business.Topic: The Importance of Communication Skills to You

2. (p. 4) The higher you go in an organization, the less important communication skills become. FALSE

Whatever your position in business, your performance will be judged largely on the basis of your communication ability.

AACSB: CommunicationBloom's: RememberDifficulty: EasyLearning Objective: 01-01 Explain the importance of communication to you and to business.Topic: The Importance of Communication Skills to You



3. (p. 4) NFI Research, a private organization that regularly surveys over 2,000 executives and senior managers, found that 94 percent of the members rank mathematical skill as the most important skill for them to succeed today and tomorrow. FALSE

NFI Research, a private organization that regularly surveys over 2,000 executives and senior managers, found that 94 percent of the members "rank ‘communicating well' as the most important skill for them to succeed today and tomorrow."

AACSB: AnalyticBloom's: RememberDifficulty: MediumLearning Objective: 01-01 Explain the importance of communication to you and to business.Topic: The Importance of Communication Skills to You

4. (p. 4) Business's need for employees with good communication skills is all too often not fulfilled. TRUE

Unfortunately, business's need for employees with good communication skills is all too often not fulfilled. Many employees, even the college trained, do not communicate well.


5. (p. 6) Succeeding in the "information age" requires businesses—and their employees—to be more flexible and adaptive than they used to be. TRUE

Technological and business environments are changing so fast that businesses have to be able quickly to acquire, evaluate, and use information in order to succeed.

AACSB: AnalyticBloom's: RememberDifficulty: MediumLearning Objective: 01-02 Describe the main challenges facing business communicators today.Topic: Current Challenges for Business Communicators



6. (p. 6) People need to learn to ignore their cultural, ethnic, social, an/or age differences when doing business together. FALSE

It is true that communicators from different backgrounds need to find a common ground in order to do business together, but they will only find it if they understand and respect their native differences.

AACSB: AnalyticBloom's: RememberDifficulty: MediumLearning Objective: 01-02 Describe the main challenges facing business communicators today.Topic: Current Challenges for Business Communicators

7. (p. 6) The ability to learn and use computer applications, as well as to understand their strengths and limitations is known as the information literacy. FALSE

The ability to learn and use computer applications, as well as to understand their strengths and limitations is known as the technological literacy.

AACSB: AnalyticBloom's: RememberDifficulty: EasyLearning Objective: 01-02 Describe the main challenges facing business communicators today.Topic: Current Challenges for Business Communicators

8. (p. 6) The ability to find, evaluate, select, and use information is known as the information literacy. TRUE

The ability to find, evaluate, select, and use information is known as the information literacy.




9. (p. 8) Widespread use of the Internet is one reason for companies' increased attention to social responsibility. TRUE

The Internet—where negative press travels quickly and widely—has dramatically increased the transparency of companies' operations, thus helping to fuel their interest in having a socially responsible image.


10. (p. 8) All the communication that occurs in conducting work within a business falls into the category of external operational communication. FALSE

All the communication that occurs in conducting work within a business is internal-operational.

AACSB: CommunicationBloom's: RememberDifficulty: EasyLearning Objective: 01-03 Describe the three main categories of business communication.Topic: Main Categories of Business Communication

11. (p. 8) The communication that takes place among the business's employees so as to create, implement, and track the success of the business's operating plan is known as the internal operational communication. TRUE

All the communication that occurs in conducting work within a business is internal operational.




12. (p. 8) Oral exchanges among employees about work matters is an example of external-operational communication. FALSE

Oral exchanges among employees about work matters is an example of internal-operational communication.


13. (p. 9) Microblogging and viral videos are examples of internal-operational communication. FALSE

Microblogging and viral videos are examples of external-operational communication.


14. (p. 10) All the communication that occurs in business is operational. FALSE

Not all the communication that occurs in business is operational.

AACSB: CommunicationBloom's: RememberDifficulty: HardLearning Objective: 01-03 Describe the three main categories of business communication.Topic: Main Categories of Business Communication



15. (p. 10) Because personal communication interferes with work, it should be prohibited in the workplace. FALSE

Some personal communication is essential to maintain good work relationships since it helps make and sustain the relationships upon which business depends.

AACSB: CommunicationBloom's: UnderstandDifficulty: MediumLearning Objective: 01-03 Describe the three main categories of business communication.Topic: Main Categories of Business Communication

16. (p. 10) A workplace that is too rollicking or jovial can undermine business goals. TRUE

The employees' attitudes toward the business, each other, and their assignments directly affect their productivity. A workplace that is too rollicking or jovial can undermine business goals.


17. (p. 10) Organizations have two communication networks, the formal network and the informal network and both these networks are critical for the success of the business. TRUE

There are two complex networks of information in virtually any organization—one formal and one informal. Both are critical to the success of the business.

AACSB: CommunicationBloom's: RememberDifficulty: MediumLearning Objective: 01-03 Describe the three main categories of business communication.Topic: Main Categories of Business Communication



18. (p. 10) The communication flowing through the informal network follows no set pattern. TRUE

Communications flowing through the informal network follows no set pattern: they form an ever-changing and infinitely complex structure linking the members of the organization.

AACSB: CommunicationBloom's: RememberDifficulty: EasyLearning Objective: 01-04 Describe the formal and informal communication networks of the business organization.Topic: Communication Networks of the Organization

19. (p. 11) The communication that flows through the formal network is known as the grapevine. FALSE

The communication that flows through the informal network is known as the grapevine.

AACSB: CommunicationBloom's: RememberDifficulty: MediumLearning Objective: 01-04 Describe the formal and informal communication networks of the business organization.Topic: Communication Networks of the Organization

20. (p. 11) Most of the communication that takes place through formal network consists of gossip and rumor. FALSE

Gossip and rumors are a part of grapevine and such communication generally flows through informal network.




21. (p. 12) As a rule, simple organizations require more communication than do complex ones. FALSE

Relatively simple businesses, such as repair services, require far less communication than complex businesses, such as automobile manufacturers.

AACSB: CommunicationBloom's: RememberDifficulty: EasyLearning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does.Topic: Variation in Communication Activity by Business

22. (p. 12) Whatever the nature of their businesses, all organizations use the same genres, or forms, of communication. FALSE

While businesses do share many general communication forms, the nature of each business helps determine its specific communication needs and genres.

AACSB: CommunicationBloom's: RememberDifficulty: MediumLearning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does.Topic: Variation in Communication Activity by Business

23. (p. 12) Businesses in a dynamic environment will tend to improvise less in terms of their communication and company structure than businesses in a comparatively stable environment. FALSE

Businesses in a dynamic environment will tend to improvise more in terms of their communications and company structure than businesses in a comparatively stable environment. Businesses in a comparatively stable environment will tend to depend on established types of formal communication in a set organizational hierarchy.

AACSB: CommunicationBloom's: RememberDifficulty: HardLearning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does.Topic: Variation in Communication Activity by Business



24. (p. 12) The culture of the organization has a strong effect upon and is strongly affected by the company's communication. TRUE

Each business can also be said to possess a certain organizational culture, which has a strong effect upon and is strongly affected by the company's communication.


25. (p. 13) The content and quality of the company's communication has a great deal to do with employees' attitudes and behavior. TRUE

Each business can also be said to possess a certain organizational culture, which has a strong effect upon and is strongly affected by the company's communication. The content and quality of the company's communication has a great deal to do with employees' attitudes and behavior.


26. (p. 13) You can learn the true culture of an organization by reading its published mission statement. FALSE

A mission statement can tell you what management wants the culture to be, or what they want the public to think it is, but the actual culture is a "dynamic, living realm of meaning constructed daily through infinite behaviors and communications."

AACSB: CommunicationBloom's: RememberDifficulty: HardLearning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does.Topic: Variation in Communication Activity by Business



27. (p. 13) Imagination, creativity, and judgment are for the creative disciplines. Business communication should use only logic and analysis. FALSE

Most business communication problems are, by definition, ill-defined problems. This means that business communicators must use their imagination to visualize their audiences and the likely impact of different communication solutions and use their creativity and judgment to figure out the best way to craft a message and achieve a desired result.

AACSB: CommunicationBloom's: UnderstandDifficulty: EasyLearning Objective: 01-06 Explain why business communication is a form of problem solving.Topic: Business Communication as Problem Solving

28. (p. 13) Since most business communication problems are ill-defined problems without clearly prescribed solutions, all communication solutions are equally valid. FALSE

There can be many ways to handle a certain communication situation, but those that are based upon careful research, analysis, and judgment will be more likely to succeed than those that are not.

AACSB: CommunicationBloom's: RememberDifficulty: EasyLearning Objective: 01-06 Explain why business communication is a form of problem solving.Topic: Business Communication as Problem Solving

29. (p. 13) A problem is always something negative. FALSE

In general, problem is defined as simply "a gap between where you are now and where you want to be." Within this framework, a problem isn't always something negative; it can also be an opportunity to improve a situation or do things in a better way.

AACSB: AnalyticBloom's: RememberDifficulty: MediumLearning Objective: 01-06 Explain why business communication is a form of problem solving.Topic: Business Communication as Problem Solving



30. (p. 15) The communicators' larger contexts exert stronger influence on the act of communication than the particular context. FALSE

The communicators' particular contexts exert perhaps the strongest influence on the act of communication.

AACSB: CommunicationBloom's: RememberDifficulty: HardLearning Objective: 01-07 Describe the contexts for each act of business communication.Topic: The contexts for business communication

31. (p. 16) Priorities of the communicator's organization will be included in the larger context of the communication. FALSE

Priorities of the communicator's organization will be included in the particular context of the communication.

AACSB: CommunicationBloom's: RememberDifficulty: MediumLearning Objective: 01-07 Describe the contexts for each act of business communication.Topic: The contexts for business communication

32. (p. 18) Two people might ascribe completely different meanings to the same words. TRUE

Two people might ascribe completely different meanings to the same words. This problem is known as bypassing.

AACSB: CommunicationBloom's: RememberDifficulty: EasyLearning Objective: 01-08 Describe the business communication process.Topic: Business Communication: The Bottom Line



33. (p. 18) No two people have identical contexts and mental "filters." TRUE

No two people have precisely the same values, backgrounds, and verbal worlds. All of these element influence how they perceive new situations and how they communicate.

AACSB: AnalyticBloom's: RememberDifficulty: EasyLearning Objective: 01-08 Describe the business communication process.Topic: Business Communication: The Bottom Line

Multiple Choice Questions

34. (p. 4) NFI Research, a private organization that regularly surveys over 2,000 executives and senior managers, found that 94 percent of the members rank _____ as the most important skill for them to succeed today and tomorrow. A. analytical skillB. communication skillC. logical abilityD. data interpretation abilityE. mathematical skill

NFI Research, a private organization that regularly surveys over 2,000 executives and senior managers, found that 94 percent of the members "rank ‘communicating well' as the most important skill for them to succeed today and tomorrow."




35. (p. 4) The companies included in BusinessWeek's 2009 list of "best places to launch a career" cited _____ skills as the "most desirable trait" in a job candidate—more desirable than any other trait besides "college major". A. analyticalB. mathematicalC. logicalD. data interpretationE. communication

The companies included in BusinessWeek's 2009 list of "best places to launch a career" cited communication skills as the "most desirable trait" in a job candidate—more desirable than any other trait besides "college major."

AACSB: AnalyticBloom's: RememberDifficulty: EasyLearning Objective: 01-01 Explain the importance of communication to you and to business.Topic: The Importance of Communication Skills to You

36. (p. 4) According to the employers surveyed for the National Association of Colleges and Employers' Job Outlook 2009, which of the following is one of the highly prized qualities in job applicants? A. Speed of workB. Negotiation skillsC. Mathematical abilityD. A strong work ethicE. Logical skills

Employers surveyed for the National Association of Colleges and Employers' Job Outlook 2009 cited communication skills and the related traits of "a strong work ethic, ability to work in a team, and initiative" as highly prized qualities in job applicants.




37. (p. 6) The ability to meaningfully, accurately, and efficiently include pictures and other graphics to supplement your messages is an example of: A. cross-cultural literacy.B. information literacy.C. verbal literacy.D. technological literacy.E. visual literacy.

Visual literacy is the ability to interpret and assess visuals and to create visual components for your messages.

AACSB: CommunicationBloom's: UnderstandDifficulty: EasyLearning Objective: 01-02 Describe the main challenges facing business communicators today.Topic: Current Challenges for Business Communicators

38. (p. 6) Which of the following sentences best describes the term ‘information age?' A. Technology is changing rapidly.B. Almost all the companies in the world use computers for their day-to-day operations.C. Information about any topic can be obtained quickly.D. Information has become the hottest commodity there is.E. Vast amount of information is now available.

We live in "the information age." According to sociologists and business experts, it means that information has become the hottest commodity there is.




39. (p. 6) As more means of acquiring, storing, retrieving, transmitting, and using information develop, people's jobs become increasingly information related and according to a term coined by a renowned management thinker Peter Drucker, such workers are called _____ workers. A. dataB. globalC. modernD. informationE. knowledge

As more means of acquiring, storing, retrieving, transmitting, and using information develop, people's jobs become increasingly information related. To use the term coined by renowned management thinker Peter Drucker, "knowledge workers" are the employees who are now most in demand.


40. (p. 6) Which of the following is best represented by the term ‘information literacy?' A. The ability to summarize data in the tabular formB. The ability to communicate with colleaguesC. The ability to find, evaluate, select, and use informationD. The ability to learn and use computer applications, as well as to understand their strengths and limitationsE. The ability to interpret and assess visuals

The term information literacy refers to the ability to find, evaluate, select, and use information.




41. (p. 6) The ability to learn and use computer applications, as well as to understand their strengths and limitations is known as the _____ literacy. A. informationB. technologicalC. modernD. new ageE. visual

The ability to learn and use computer applications, as well as to understand their strengths and limitations is known as the technological literacy.


42. (p. 7) Which of the following is NOT a major trend in business in the 21st century? A. Increasingly hierarchical company structuresB. Growing diversity of employees in the workplaceC. Increased focus on corporate social responsibilityD. Need to stay abreast of changing information technologiesE. Increasing globalization

Because of the need to react quickly to the quickly changing business environment, company structures have become less, not more, hierarchical, blurring the distinction between employees and management.

AACSB: AnalyticBloom's: UnderstandDifficulty: MediumLearning Objective: 01-02 Describe the main challenges facing business communicators today.Topic: Current Challenges for Business Communicators



43. (p. 8) A memorandum reporting a shortage of certain goods written by the warehouse supervisor of a company to its purchasing department is classified as a(n) _____. A. internal-operational communicationB. external-operational communicationC. personal communicationD. cross-cultural communicationE. internal-external communication

All the communication that occurs in conducting work within a business falls into the category of internal-operational communication.

AACSB: CommunicationBloom's: UnderstandDifficulty: EasyLearning Objective: 01-03 Describe the three main categories of business communication.Topic: Main Categories of Business Communication

44. (p. 8) All the communication that occurs in conducting work within a business falls into the category of _____ communication. A. verticalB. grapevineC. horizontalD. internal-operationalE. personal

All the communication that occurs in conducting work within a business falls into the category of internal-operational communication.




45. (p. 8) The communication that takes place among the business's employees so as to create, implement, and track the success of the business's operating plan is known as the _____ communication. A. verticalB. grapevineC. horizontalD. internal-operationalE. personal

The communication that takes place among the business's employees so as to create, implement, and track the success of the business's operating plan is known as the internal-operational communication.


46. (p. 8) John has received some instructions from his supervisor regarding a new project. This communication is an example of _____ communication. A. internal-externalB. horizontalC. grapevineD. personalE. internal-operational

The communication that takes place among the business's employees so as to create, implement, and track the success of the business's operating plan is known as the internal-operational communication.

AACSB: CommunicationBloom's: ApplyDifficulty: EasyLearning Objective: 01-03 Describe the three main categories of business communication.Topic: Main Categories of Business Communication



47. (p. 8) Which of the following is an example of internal-operational communication? A. Microblogging and viral videosB. An instruction given by a supervisor to his employeesC. Newspaper and magazine advertisingD. Coordinating with contractorsE. Public-relations messages

An instruction given by a supervisor to his employees is an example of internal-operational communication as all the communication that occurs in conducting work within a business falls into the category of internal-operational communication.


48. (p. 9) The work-related communicating that a business does with people and groups outside the business is known as _____ communication. A. external-operationalB. horizontalC. grapevineD. personalE. internal-operational

The work-related communicating that a business does with people and groups outside the business is known as external-operational communication.




49. (p. 9) The business's communication with its publics—suppliers, service companies, customers, government agencies, the general public, and others falls into the category of _____ communication. A. external-operationalB. horizontalC. grapevineD. personalE. internal-operational



50. (p. 9) All that a business does to improve its public relations falls into the category of _____ communication. A. external-operationalB. horizontalC. grapevineD. personalE. internal-operational





51. (p. 9) An angry customer calls the public relations department of Company X to complain about the company's product. Such communication can be classified as: A. internal-operational communication.B. external-operational communication.C. personal communication.D. cross-cultural communication.E. internal-external communication.

This communication involves someone outside the company. Thus it fits the definition of external-operational communication.


52. (p. 9) Which of the following is an example of external-operational communication? A. Instructions given by the supervisor to his employees.B. Point-of-purchase display material.C. Oral exchanges among employees about work matters.D. Sales reports produced by employees.E. Ongoing discussions that senior management undertakes to determine the goals and processes of the business


AACSB: CommunicationBloom's: UnderstandDifficulty: EasyLearning Objective: 01-03 Describe the three main categories of business communication.Topic: Main Categories of Business Communication



53. (p. 10) Communication that takes place in business environment without apparent purpose, as far as the operating plan of the business is concerned, can be classified as _____ communication. A. external-operationalB. horizontalC. verticalD. personalE. internal-operational

Not all the communication that occurs in business is operational. In fact, much of it is without apparent purpose as far as the operating plan of the business is concerned. This type of communication is considered as personal communication.


54. (p. 10) All of the following communications will definitely flow through a formal network EXCEPT: A. Upward movement of a reportB. Downward movement of a memoC. GrapevineD. Downward movement of policiesE. Correspondence with suppliers

Grapevine consists of communication flowing through informal network.




55. (p. 10) Which of the following statements is true regarding a formal network? A. It has an ever-changing structure and follows no set pattern.B. It generally carries gossips and rumors.C. The communication flowing through a formal network is known as the grapevine.D. Downward movement of a memo will take place through the formal network.E. The formal channel of communication usually carries far more information than the grapevine.

The formal network consists of the main lines of operational communication. Various reports and memos flow through formal network.

AACSB: CommunicationBloom's: UnderstandDifficulty: MediumLearning Objective: 01-04 Describe the formal and informal communication networks of the business organization.Topic: Communication Networks of the Organization

56. (p. 11) Which is good advice to a manager concerning how to deal with the grapevine? A. Control it with strict rulesB. Eliminate itC. Keep in touch with it and use itD. Ignore itE. Feed it with gossip and rumors

Grapevine carries a lot of gossip and rumor. Even so, the grapevine usually carries far more information than the formal communication system, and on many matters it is more effective in determining the course of an organization. Skillful managers should recognize the presence of the grapevine, and use it appropriately.

AACSB: CommunicationBloom's: UnderstandDifficulty: MediumLearning Objective: 01-04 Describe the formal and informal communication networks of the business organization.Topic: Communication Networks of the Organization



57. (p. 12) Which of the following is true regarding communication in a business that is operating in a comparatively stable environment? A. Most of the communication takes place through an informal channel.B. A business in a stable environment requires far more communication than a business in a dynamic environment.C. Businesses in a stable environment will tend to improvise more in terms of their communications and company structure than businesses in a comparatively dynamic environment.D. The bulk of the communication that the business needs to operate flows through the informal communication channel.E. Businesses in a dynamic environment will tend to improvise more in terms of their communications and company structure than businesses in a comparatively stable environment.

Businesses in a dynamic environment will tend to improvise more in terms of their communications and company structure than businesses in a comparatively stable environment. Businesses in a comparatively stable environment will tend to depend on established types of formal communication in a set organizational hierarchy.

AACSB: CommunicationBloom's: UnderstandDifficulty: MediumLearning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does.Topic: Variation in Communication Activity by Business



58. (p. 12) Which of the following statements is true regarding the kind of communication needed in a particular type of business? A. The culture of the organization strongly affects the communication in the organization.B. The kind of communication needed in a business is independent of the nature of the business.C. Relatively simple businesses require far more communication than complex businesses.D. Businesses a comparatively stable environment depends less on established types of formal communication in a set organizational hierarchy.E. Businesses in a dynamic environment, will tend to improvise less in terms of their communications and company structure than the businesses in a stable environment.

Each business can also be said to possess a certain organizational culture, which has a strong effect upon and is strongly affected by the company's communication.

AACSB: CommunicationBloom's: UnderstandDifficulty: MediumLearning Objective: 01-05 Describe factors that affect the types and amount of communicating that a business does.Topic: Variation in Communication Activity by Business

59. (p. 13) All of the following statements are true regarding the culture of an organization EXCEPT: A. The culture of an organization has a strong effect upon the company's communication.B. An organization's actual culture is the same as its official culture.C. The culture of an organization is strongly affected by the company's communication.D. The content and quality of the company's communication affects employees' attitudes and behavior.E. Management tries to promote certain official culture through formal communication such as mission statements and mottos.

The official culture and the actual culture in a company are not necessarily the same. Focused thinking, research, and planning will not guarantee success in the shifting, complex world of human communication, but they will make your chances of success as high as possible.




60. (p. 14) Sam is communicating with one of his clients. With reference to the context of communication, which of the following will be included in Sam's larger context? A. Culture of his organizationB. Business-economic climate at the time of communicationC. Sam's upbringing and his life experiencesD. Priorities of Sam's organizationE. Professional role of Sam

The larger context includes the general business-economic climate; the language, values, and customs in the surrounding culture; and the historical moment in which the communication is taking place.

AACSB: CommunicationBloom's: ApplyDifficulty: EasyLearning Objective: 01-07 Describe the contexts for each act of business communication.Topic: The contexts for business communication

61. (p. 14) Samantha is communicating some information to a client organization. The business-economic climate at the time of communication will be considered as a part of the _____ context of the communicators. A. ethicalB. personalC. professionalD. organizationalE. larger

The larger context includes the general business-economic climate; the language, values, and customs in the surrounding culture; and the historical moment in which the communication is taking place.

AACSB: CommunicationBloom's: ApplyDifficulty: EasyLearning Objective: 01-07 Describe the contexts for each act of business communication.Topic: The contexts for business communication



62. (p. 16) John is sending an invoice to a client organization. With reference to the communication context, which of the following will be included in client organization's particular context? A. Customs in the surrounding cultureB. Economic climateC. Current circumstances of the organizationD. Sociocultural contextE. Historical context

Organizational context is a part of a communicator's particular context.

AACSB: CommunicationBloom's: ApplyDifficulty: MediumLearning Objective: 01-07 Describe the contexts for each act of business communication.Topic: The contexts for business communication

63. (p. 16) Which of the following will be included in the professional context? A. Priorities of the communicator's organizationB. Life experiences of the communicatorC. Communicator's family backgroundD. Communicator's occupational backgroundE. Organization's current situation

Different professionals such as social workers, managers, accountants speak differently and tend to focus on different things.

AACSB: CommunicationBloom's: ApplyDifficulty: MediumLearning Objective: 01-07 Describe the contexts for each act of business communication.Topic: The contexts for business communication



64. (p. 16) Which of the following will be included in the personal context of the communicator? A. Current situation of the communicator's organizationB. Communicator's family backgroundC. Professional role of the communicatorD. Priorities of the communicator's organizationE. Business-economic climate

Personal context includes the communicator's family background, schooling, life experiences etc.

AACSB: CommunicationBloom's: RememberDifficulty: MediumLearning Objective: 01-07 Describe the contexts for each act of business communication.Topic: The contexts for business communication

65. (p. 17) William has received a complaint from a customer and he is trying to find out the problem and any further information that might be needed to understand the situation. William is most likely engaged in which of the following stages of business communication? A. Defining the situationB. Considering possible communication strategiesC. Selecting a course of actionD. Composing the messageE. Receiving the message

To create a successful message or plan a communication event, you need to have a well-informed sense of the situation. William is trying to identify the problem so we can say that he is in the stage of ‘defining the situation'.

AACSB: CommunicationBloom's: ApplyDifficulty: EasyLearning Objective: 01-08 Describe the business communication process.Topic: The Process of Business Communication



66. (p. 17) Anna wants to inform her suppliers about some changes in the product specifications. She wants to ensure that her message projects a good image of her organization. Identify the stage of the business communication in which this concern is most likely to be included. A. Defining the situationB. Considering possible communication strategiesC. Interpreting the messageD. Composing the messageE. Receiving the message

While considering possible communication strategies you should think about what image of yourself, your company, and your communication partners might you project in your message.


67. (p. 17) Emma wants to send a message to a client organization. She has selected a communication strategy and a course of action and she is now composing the message. Which of the following questions is most likely to be considered by her while composing the message? A. What exactly is the problem?B. Does the customer have a legitimate point?C. What further information might you need to understand the situation?D. What kind of communication event should you initiate?E. What should be the structure of the message?

While composing a message it is important to carefully work out its contents, structure, verbal style, and visual format.

AACSB: CommunicationBloom's: ApplyDifficulty: MediumLearning Objective: 01-08 Describe the business communication process.Topic: The Process of Business Communication



68. (p. 17) Your message is prepared or carefully planned, you are ready to deliver it to your intended recipients in the channel you have chosen and you choose a good time to deliver it. Identify the stage of business communication in discussion. A. Defining the situationB. Considering possible communication strategiesC. Interpreting the messageD. Sending the messageE. Receiving the message

A communicator will undertake the steps mentioned above while sending the message.


69. (p. 17) During which of the following stages of business communication does extracting information from the message take place? A. Defining the situationB. Considering possible communication strategiesC. Interpreting the messageD. Sending the messageE. Receiving the message

Interpreting the message involves extracting information from the message.




70. (p. 18) When two people using the same word think that they agree on its meaning but actually do not, they are experiencing the communication problem known as _____. A. semantic differentialB. bypassingC. heuristicsD. maskingE. skimming

When two people using the same word think that they agree on its meaning but actually do not, they are experiencing the communication problem known as bypassing.

AACSB: CommunicationBloom's: RememberDifficulty: MediumLearning Objective: 01-08 Describe the business communication process.Topic: Business Communication: The Bottom Line


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