CHAPTER 1 UNDERSTANDING BUSINESS COMMUNICATION IN TODAY

1
CHAPTER 1UNDERSTANDING BUSINESS COMMUNICATION IN
TODAYS WORKPLACE
2

• True/False
• _____Communication is a simple process of sending
  and receiving messages.
• ANSWER False. Communication is the process of
  transferring information and meaning between
  senders and receivers using one or more written,
  oral, visual, or electronic channels.
• DIFFICULTY moderate PAGE 4 OBJECTIVE 1
  TYPE concept AACSB Communication
• _____Stronger business relationships and stronger
  decision making are two of the benefits received
  from effective communication.
• ANSWER True. A list of benefits is on pages 4-5.
• DIFFICULTY moderate PAGES 4-5 OBJECTIVE 1
  TYPE concept AACSB Communication
• _____By stressing the benefits of responding to
  your messages, you can increase the chances that
  your audiences will react as youd like them to.
• ANSWER True. This is an effective strategy for
  positively influencing the audience of each
  message.
• DIFFICULTY easy PAGE 5 OBJECTIVE 5 TYPE
  concept AACSB Communication

3

• _____Plagiarism is claiming someone elses work
  as your own.
• ANSWER True. Plagiarism is claiming someone
  elses work as your own.
• DIFFICULTY easy PAGE 8 OBJECTIVE 6 TYPE
  concept AACSB Communication, Ethical Reasoning
• _____Ethics are the accepted principles of
  conduct that govern behavior within a society.
• ANSWER True. This is the definition given in the
  text.
• DIFFICULTY moderate PAGE 8 OBJECTIVE 3
  TYPE concept AACSB Communication, Ethical
  Reasoning
• _____Ethical communication may state opinions as
  facts.
• ANSWER False. Ethical communication does not
  state opinions as facts, does not hide negative
  information behind an optimistic attitude, and
  does not portray graphic data unfairly.
• DIFFICULTY moderate PAGE 8 OBJECTIVE 2
  TYPE application AACSB Communication, Ethical
  Reasoning

4

• The process of transferring information and
  meaning between senders and receivers is called
  ______.
• ANSWER Communication
• Difficulty moderate PAGE 4 OBJECTIVE 4
  TYPE concept AACSB Communication
• ______ is the last step in the communication
  process.
• ANSWER Feedback or the receiver sending feedback
• DIFFICULTY moderate PAGE 7 OBJECTIVE 4
  TYPE concept AACSB Communication
• ______ refers to the accepted principles of
  conduct that govern behavior within a society.
• ANSWER Ethics
• DIFFICULTY moderate PAGE 8 OBJECTIVE 6
  TYPE concept AACSB Communication, Ethical
  Reasoning

5

• ______ ______ is the mixture of traditions,
  expectations, and unwritten social rules that
  help convey meaning between members of the same
  culture.
• ANSWER Cultural Context
• DIFFICULTY moderate PAGE 11 OBJECTIVE 5
  TYPE concept AACSB Communication,
  Multicultural and Diversity
• China and Japan are both considered
  ______-context cultures.
• ANSWER High
• DIFFICULTY moderate PAGE 12 OBJECTIVE 3
  TYPE concept AACSB Communication,
  Multicultural and Diversity
• In a/an ______-context culture, people rely less
  on verbal communication and more on the context
  of nonverbal actions and environmental setting to
  convey meaning.
• ANSWER High
• DIFFICULTY moderate PAGE 11 OBJECTIVE 3
  TYPE concept AACSB Communication,
  Multicultural and Diversity

6

• List the eight steps in the communication
  process.
• ANSWER 1) The sender has an idea. 2) The sender
  encodes the ideaputs it into a message that the
  receiver will understand. 3) The sender produces
  the message in a transmittable medium. 4) The
  sender transmits the message through a channel.
  5) The audience receives the message. 6) The
  audience decodes the message. 7) The audience
  responds to the message. 7) The audience provides
  feedback.
• DIFFICULTY moderate PAGE 7 OBJECTIVE 4
  TYPE concept AACSB Communication
• Briefly explain the difference between ethical
  communication and unethical communication.
• ANSWER Ethical communication includes all
  relevant information, is true in every sense, and
  is not deceptive. It avoids plagiarism,
  misquoting, misrepresenting numbers, and
  distorting visuals. By contrast, unethical
  communication can include falsehoods and
  misleading information (or exclude important
  information).
• DIFFICULTY moderate PAGE 8 OBJECTIVE 6
  TYPE concept AACSB Communication, Ethical
  Reasoning

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CHAPTER 2MASTERING INTERPERSONAL COMMUNICATION
8

• True/False
• _____ Effective teams have a clear sense of
  purpose.
• ANSWER True. As well as having a clear sense of
  purpose, effective teams communicate openly and
  honestly, reach decisions by consensus, think
  creatively, remain focused, and resolve conflict
  effectively.
• DIFFICULTY moderate PAGE 28 OBJECTIVE 3
  TYPE concept AACSB Communication
• _____ Teams can contribute to higher performance
  levels by improving employees productivity and
  creativity.
• ANSWER True. Successful teams improve
  productivity, creativity, and employee
  involvement.
• DIFFICULTY easy PAGE 29 OBJECTIVE 1 TYPE
  concept AACSB Communication
• _____ While working in teams is productive for
  the individual, the group effort is less creative
  than an individual effort.
• ANSWER False. Working in teams can unleash vast
  amounts of creativity and energy in workers who
  share a sense of purpose and mutual
  accountability.
• DIFFICULTY moderate PAGE 29 OBJECTIVE 1
  TYPE concept AACSB Communication
• _____ Groupthink leads team members to withhold
  contrary or unpopular opinions.
• ANSWER True. Groupthink can result in decisions
  that are worse than the ones team members might
  have made individually.
• DIFFICULTY easy PAGE 29 OBJECTIVE 1 TYPE
  concept AACSB Communication

9

• _____ Prejudgment, interpreting, and selective
  listening are barriers to being a good listener.
• ANSWER False. Prejudgment, selective perception,
  and selective listening are barriers.
• DIFFICULTY moderate PAGES 37-38 OBJECTIVE 5
  TYPE concept AACSB Communication
• _____ Generally speaking, nonverbal signals are
  more powerful than words.
• ANSWER True. Nonverbal cues (gestures, etc.) can
  cancel the meaning of verbal language that
  accompanies them.
• DIFFICULTY easy PAGE 38 OBJECTIVE 6 TYPE
  concept AACSB Communication
• _____ Your tone and facial expressions shape the
  way others perceive you and your messages.
• ANSWER True. These nonverbal signals communicate
  important messages to your receivers.
• DIFFICULTY easy PAGE 39 OBJECTIVE 6 TYPE
  concept AACSB Communication

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• Fill-in the Blank
• A unit of two or more people who work together to
  achieve a goal is a/an ______.
• ANSWER Team
• DIFFICULTY easy PAGE 28 OBJECTIVE 1 TYPE
  concept AACSB Communication
• ______ occurs when peer pressure causes team
  members to withhold contrary or unpopular
  opinions.
• ANSWER Groupthink
• DIFFICULTY moderate PAGE 29 OBJECTIVE 1
  TYPE concept AACSB Communication
• Individuals with private motives that affect a
  groups interaction are said to have _____
  ______.
• ANSWER Hidden Agendas
• DIFFICULTY moderate PAGE 29 OBJECTIVE 1
  TYPE concept AACSB Communication
• ______ is the Hawaiian word for quick, and
  refers to a website technology that allows team
  members to revise the content of a website as
  they get new ideas.
• ANSWER Wiki
• DIFFICULTY moderate PAGE 30 OBJECTIVE 4
  TYPE concept AACSB Communication, Technology
• Your behavior, personal appearance, smile, and
  handshake are all important aspects of business
  ______, which is now widely regarded as an
  important business skill.
• ANSWER Etiquette
• DIFFICULTY difficulty PAGE 30 OBJECTIVE 2
  TYPE concept AACSB Communication

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• Short Answer/Essay
• Discuss at least two ways that teams help an
  organization succeed.
• ANSWER Any two of the following should be
  listed. 1) Increasing information and knowledge.
  2) Increasing the diversity of views. 3)
  Increasing the acceptance of a solution.
• 4) Increasing performance levels.
• DIFFICULTY moderate PAGE 29 OBJECTIVE 1
  TYPE concept AACSB Communication
• Outline the four elements necessary to plan a
  productive meeting.
• ANSWER 1) Identify your purposeinformative or
  decision-making. 2) Select participantsinvolve
  only those whose presence is essential. 3) Choose
  an appropriate time and location. 4) Set and
  follow an agenda.
• DIFFICULTY moderate PAGES 3233 OBJECTIVE 3
  TYPE concept AACSB Communication
• List and briefly describe three important forms
  of meeting technologies in use today.
• ANSWER Popular meeting technologies include
  instant messaging and teleconferencing (in which
  three or more people are connected by phone
  simultaneously) videoconferencing (which lets
  participants see and hear each other) web-based
  meeting systems (which combine the best of
  instant messaging, shared workspaces, and
  videoconferencing with other tools such as
  virtual whiteboards).
• DIFFICULTY difficult PAGES 3536 OBJECTIVE
  4 TYPE concept AACSB Communication,
  Technology
• List and explain at least three phases of the
  listening process.
• ANSWER The listening process includes the
  following steps 1) Receivinghearing and taking
  note of the message. 2) Decodingassigning
  meaning to sounds determining what the speaker
  really means. 3) Rememberingretaining what you
  hear. 4) Evaluatingapplying critical thinking
  skills to weigh the speakers remarks. 5)
  Respondingreacting to the speakers message.
• DIFFICULTY difficult PAGE 37 OBJECTIVE 5
  TYPE concept AACSB Communication