Sample/practice exam 2019, questions and answers PDF

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Name Chapter 1--Communicating in Today's Workplace Description Instructions

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Question 1

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Writing skills are Answer

not as important in the workplace as they once were. a necessity in today's workplace. required only for high-level positions. not needed in today's high-tech workplace. Add Question Here

Question 2

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Which of the following statements is most accurate? Answer Employers find it easy to find job applicants who write well. You are born with the ability to be a good writer. Having good writing skills can improve your chances for promotion and pay increases on the job. Today's communication technologies have made writing obsolete. Add Question Here

Question 3

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The key ingredient in the creation of wealth in the U.S. economy is Answer

knowledge. physical labor. a supply of raw materials. capital. Add Question Here

Question 4

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Knowledge workers must be able to think critically, make decisions, and Answer

design effective Web pages. communicate information to others. install software programs. lift heavy objects. Add Question Here

Question 5

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Thinking creatively and critically means Answer

agreeing with your supervisor at all times. going with your gut instinct. being able to make decisions quickly. having opinions that are backed by reason and evidence. Add Question Here

Question 6

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Employees in today's workplace should expect Answer

to engage in constant training. to find an abundance of nine-to-five jobs available. regular pay increases and job security. a position with a clearly defined career path. Add Question Here

Question 7

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Noteworthy changes in today's dynamic workplace revolve around team-based projects, flattened management hierarchies, and Answer

union participation and regulation. more homogeneous workforces. global competition. clothing and dress codes. Add Question Here

Question 8

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Among the most significant difficulties in doing business globally is dealing with people who Answer

live in different time zones. may speak another language. differ from you in customs, lifestyles, and religion. use different equipment and technology in conducting business. Add Question Here

Question 9

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Many businesses today are flattening their management hierarchies. This flattening means that Answer

information must flow through more layers of management.

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it takes longer to make decisions. management hierarchies are more authoritarian than ever before. employees at all levels need excellent communication skills. Add Question Here

Question 10

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Which of the following statements about team-based management is least accurate? Answer

Companies use team-based management as a way to improve communication. Because the concept is relatively new, very few companies have adopted team-based management yet. Some companies must hire communication coaches to help team members get along. Companies that use team-based management prefer to hire workers who already possess interpersonal, negotiation, and collaboration skills. Add Question Here

Question 11

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Jack has colleagues located throughout the world, and he would like to conduct a real-time meeting with them to discuss an important issue. Which of the following communication technologies should he choose? Answer Teleconferencing or videoconferencing E-mail A blog or a wiki Text messaging Add Question Here

Question 12

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Which of the following statements about new work environments is least accurate? Answer

Mobile technologies support flexible working arrangements that allow employees to work from home or on the road. Many workers are part of virtual teams. Individual offices and cubicles are used to promote an open environment. Working from home or on the road makes communication skills even more important. Add Question Here

Question 13

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Which of the following statements about workplace diversity is the most accurate? Answer Customers prefer to purchase products and services from companies whose workforce and ads include people like themselves. The number of older workers is decreasing. The workforce of tomorrow will continue to be predominantly male and Anglo-oriented. A diverse workgroup is less able to respond to changes in customer base in local and world markets. Add Question Here

Question 14

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Select the best definition of communication. Answer Communication is the transmission of information from one individual or group to another. Communication is the transmission of data from one individual or group to another. Communication is the transmission of information and meaning from one individual or group to another. Communication is the transmission of ideas from one individual or group to another. Add Question Here

Question 15

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For communication to be successful, Answer

the fastest communication channel must be selected. the sender must pronounce all words perfectly. feedback must be given. the receiver must understand the message as the sender intended it. Add Question Here

Question 16

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The process of communication begins when Answer

a message is put into words. a message is sent over a communication channel to the receiver. the sender has an idea. the receiver actually receives the message and decodes it.

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Question 17

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When promoters of Kentucky Fried Chicken in China used their successful "finger-lickin' good" slogan, they didn't realize it would translate to "eat your fingers off." When a sender initiates a communication transaction, he or she has primary responsibility for Answer selecting a proper communication channel. providing means to ensure reliable feedback. decoding the message properly to facilitate comprehension. choosing appropriate words or symbols as part of the encoding process. Add Question Here

Question 18

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The U.S. Army carefully selected the words used in its slogan, "Be all you can be," while Answer

selecting the channel. encoding the message. decoding the message. evaluating the message. Add Question Here

Question 19

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Alexandra is giving a presentation to her company about possible global expansion. As she prepares her PowerPoint slides, she chooses a background showing a world map. Alexandra is involved in what part of the communication process? Answer

Evaluating the message Decoding the message Encoding the message Selecting the channel Add Question Here

Question 20

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When U.S. advertisers converted the popular milk commercial "Got Milk?" into Spanish, they encountered a communication problem with ____ because the slogan meant "Are you lactating?" Answer

bypassing frame of perspective

proper channel lack of feedback Add Question Here

Question 21

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E-mail, cell phones, memorandums, letters, Web pages, and reports are all examples of Answer

messages. channels. encoding tools. software. Add Question Here

Question 22

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Manuel needs to deliver a sensitive message to a colleague and decides to deliver it face to face. Manuel is in the process of Answer encoding the message. decoding the message. preparing for feedback. selecting the channel for the message. Add Question Here

Question 23

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While Morgan is speaking to her friend on her cell phone, static interferes with the call. This interruption in the transmission of the message is called Answer

bypassing. vibration. noise. frame of reference. Add Question Here

Question 24

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Steve must send an e-mail message to a client in Rome. He is carefully selecting his words to ensure that his Italian client, who speaks English as a second language, will understand them. He is involved in which part of the communication process? Answer

Message encoding Idea formation

Message transmission Message decoding Add Question Here

Question 25

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Lindsay has just received an e-mail message from a client and is reading it carefully to determine her client's needs. She is involved in the ____ part of the communication process. Answer

encoding channel selection decoding feedback Add Question Here

Question 26

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Which of the following is an example of an internal disruption in the decoding process? Answer

Loud construction sounds outside prevent Jack from hearing the message. Susan finds her mind drifting during a lecture as she thinks about her upcoming trip to Hawaii. Marcus is finding it hard to pay attention during the interview because the interviewee's phone keeps ringing. Sarah finds it difficult to read her colleague's e-mail message because it's filled with grammatical errors and typos. Add Question Here

Question 27

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Julia is offended when she notices that only masculine pronouns are used in the company's human resources manual. What type of decoding problem does this cause? Answer Closed communication climate Bypassing External disruption Semantic obstacle Add Question Here

Question 28

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Dominique includes the sentence "Let me know whether I can answer any

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questions" at the end of his e-mail message as a way to encourage Answer

decoding. feedback. frame of reference. bypassing. Add Question Here

Question 29

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As her supervisor explains the new procedure, Gina nods her head. Gina's response is an example of Answer

verbal feedback. noise. evaluation. nonverbal feedback. Add Question Here

Question 30

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____ helps the sender know whether the message was received and understood. Answer

Feedback Noise Bypassing An evaluative response Add Question Here

Question 31

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Which of the following is the most useful feedback? Answer

I can't imagine why you think diversity training would be helpful to new employees. If I understand you correctly, your recommendation is to offer diversity training to all new employees. That idea can't possibly work. All employees need diversity training. Add Question Here

Question 32

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Joseph says that he will answer his client's questions "soon." Joseph plans to answer the questions by early next week; his client expects the answers by the end of the day. This misunderstanding results from Answer

bypassing. differing frames of reference. descriptive feedback. using the incorrect communication channel. Add Question Here

Question 33

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Differences in frames of reference are especially significant when Answer

working on improving one's listening skills. communicating with persons from a different culture. overcoming physical barriers to communication. confronted with conflicting emotions. Add Question Here

Question 34

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A sales team from a large American company was sent to Saudi Arabia to try to sell its products. Not realizing that employees in Saudi Arabia prefer informal conversation before starting business negotiations, the Americans were surprised to find that the Saudis seemed offended when they began their sales presentation immediately. A significant barrier to communication in this instance could be attributed to Answer

bypassing. lack of listening skills. failure to recognize different frames of reference. emotional interference caused when senders or receivers are distracted by internal feelings. Add Question Here

Question 35

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Kathleen sends her résumé out to several companies. Unfortunately, it is poorly formatted and contains several typographical errors. What kind of communication barrier will this cause? Answer

Bypassing Differing frames of reference Emotional distraction Physical distraction Add Question Here

Question 36

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While conducting an orientation session for new employees, Dylan noticed looks of confusion on the faces of some listeners. He then paused and asked his audience, "What questions do you have so far?" Dylan was striving to overcome communication barriers by Answer

questioning his assumptions, biases, and prejudices. improving his language and listening skills. creating an environment for useful feedback. reducing physical distractions. Add Question Here

Question 37

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Naoko has just moved to the United States and is taking a class to improve her English skills. What interpersonal communication barrier is she trying to overcome? Answer

Lack of language skill Bypassing Differing frames of reference Semantic obstacles Add Question Here

Question 38

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Which of the following is an example of external organizational communication? Answer

An employee performance appraisal A sales letter sent to a prospective customer A report recommending a change in company procedure An e-mail message giving instructions for requesting a change in health benefits Add Question Here

Question 39

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Which of the following is an example of an internal organizational communication? Answer

A collection letter sent to a customer A Web site advertising a company's products A meeting of all department managers An annual report sent to company stockholders Add Question Here

Question 40

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The three basic functions of business communication are to Answer

inform, entertain, and explain. inform, persuade, and promote goodwill. inform, persuade, and explain. inform, instruct, and entertain. Add Question Here

Question 41

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Kenrick is communicating with a colleague in real time over the Internet using a private chat room. Kenrick is using a communication technology called Answer

instant messaging (IM). blogging. e-mailing. videoconferencing. Add Question Here

Question 42

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Which of the following statements comparing oral and written communication is most accurate? Answer

Written communication is preferred when a permanent record is needed. Oral messages are generally more organized and well-considered than written messages. One advantage of written communication such as a report is that it allows for immediate feedback. Oral communication is preferred when presenting formal or complex ideas. Add Question Here

Question 43

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Which of the following is an example of downward communication? Answer Three supervisors meet to discuss a new training program for their employees. A supervisor submits a progress report on his department's current project. An employee suggests a way to improve customer service. A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense account reports. Add Question Here

Question 44

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