Business and Professional Communication: KEYS for Workplace Excellence 3rd Edition

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 1: Business and Professional Excellence in the Workplace Test Bank 1. Shyness describes what type of communication apprehension? *a. trait b. group c. introverted d. evaluative *a. trait b. group c. introverted d. evaluative *a. trait

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 2: Verbal and Nonverbal Communication Test Bank Multiple Choice 1. What word best describes the symbols communicators use? a. abstract b. vague c. arbitrary *d. all of the above a. abstract b. vague c. arbitrary

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 3: Listening Test Bank Multiple Choice 1. The average person remembers between _______% and _______% of what they hear. a. 50%; 75% *b. 25%; 50% c. 30%; 60% d. 60%; 80% a. 50%; 75%

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 4: Rsums, Interviews, and Negotiations Test Bank 1. When job seekers go through the __________ process, they consider opportunities that match with their personal priorities. *a. career exploration b. salary negotiation c. priority exploration

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 5: Getting to Know Your Diverse Workplace Test Bank Multiple Choice 1. What process shapes our attitudes? a. assimilation *b. socialization c. orientation d. cultural identity a. assimilation *b. socialization c. orientation d. cultural identity

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 6: Interpersonal Communication at Work Test Bank 1. Which is the best definition of interpersonal communication? a. a large number of people interacting *b. cocreation of meaning as people interact and is dyadic c. a face-to-face

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 7: Strengthening Teams and Conducting Meetings Test Bank 1. Which of the following characteristics makes up a meetings environment? a. prepared speakers b. everyone in attendance c. a prepared agenda *d. time a. prepared speakers b. everyone

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 8: Technology in the Workplace Test Bank Multiple Choice 1. When you communicate by using any form of technology, you are taking part in *a. computer-mediated communication. b. current communication practices. c. secondary communication. d.

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 9: Writing With Professional Excellence 1. Message clarity within written communication begins with *a. organization. b. purpose. c. proofreading. d. outlining. *a. organization. b. purpose. c. proofreading. d. outlining. *a. organization. b. purpose.

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 1: Business and Professional Excellence in the Workplace Chapter Ac$vi$es Ac$vi$es to Illustrate Key Concepts activity 1: Prac$ce Interviews description: This is a simulation activity to provide an opportunity to practice business communication skills, practice professional nonverbal skills, and gain condence

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 1: Business and Professional Excellence in the Workplace Lecture Notes Learning objective: 1.1 Define professional excellence and communication 1.2 Identify business and professional communication contexts 1.3 Discuss the importance of human communication in business and professional contexts 1.4 Identify the four KEYS to communication

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Discussion Questions Chapter 1: 1. What are the contexts for business and professional excellence? 2. Why is it important to study communication? 3. Why must a speaker consider all the elements in the communication model for communication with excellence? 4. Discuss the KEYS

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 10: Leadership and Conflict Management Test Bank 1. Early researchers believed leadership ability was a(n) a. inherited gene. *b. trait. c. socially based characteristic. d. myth. a. inherited gene. *b. trait. c. socially based characteristic. d.

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 10: Leadership and Conflict Management Lecture Notes Learning Objec&ves: 10-1 Discuss what constitutes leadership and power 10-2 Explain the relationship between leadership theory and communication 10-3 Discuss communication strategies for hiring quality employees 10-4 Describe ways to lead e!ective teams 10-5 Identify strategies for dealing with

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 10: Leadership and Conflict Management Chapter Ac#vi#es Ac#vi#es to Illustrate Key Concepts activity 1: Class Discussion on Video Examples of Leaders description: This is a class activity that involves students bringing in YouTube clips that illustrate leadership as being defined by

Chapter 10 1. What type(s) of power do you have as a student? How does that source of power influence communication with other students, professors, and administrators? 2. How can you use the information you have learned about leadership theories to develop your leadership skills? 3. Think about the last job interview in

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 11: Informing and Persuading Lecture Notes Learning Objec'ves: 11-1 Discuss the importance of professional excellence in public speaking 11-2 Identify presenting opportunities 11-3 Define the purpose of a presentation 11-4 Design an informative speech11-5 Design a persuasive speech 11-4 Design an informative speech11-5 Design a persuasive

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 11: Informing and Persuading Chapter Ac#vi#es Ac#vi#es to Illustrate Key Concepts activity 1: Informal Team Huddles description: This is a small-group activity. It is designed as a practice application learning opportunity. direction: 1. Divide the class into groups of three people each. 2. The

Chapter 11 1. Can you think of a time when a presentation would have been a more eective channel for delivering a message than an e-mail or a memo? Why do you think it would have been more eective? 2. Take a moment to think about someone whom you view as an

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 11: Informing and Persuading Test Bank 1. Which philosopher wrote The Art of Rhetoric? a. Plato *b. Aristotle c. Homer d. Socrates a. Plato *b. Aristotle c. Homer d. Socrates a. Plato *b. Aristotle

Business and Professional Communication, 3rdedition Kelly M. Quintanilla, Shawn T. Wahl Chapter 12: Speech Design Chapter Activities Activities to Illustrate Key Concepts Activity 1: Audience Demographic Activity Description: This is a class activity that has two parts: the discovery part that can be assigned to individuals or teams and the class discussion part. The goal

Chapter 12 1. How would you go about taking an inventory of your audience before presenting? What are some examples of ways to retrieve information about an audience before a presentation? 2. Have you ever seen a speaker make an error when analyzing the audience or context? How did it a!ect the

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 12: Speech Design Lecture Notes Learning objective: 12-1 Analyze audience and context 12-2 Explain how to gather research for your speeches 12-3 Organize the body of a speech and incorporate eective transitions 12-4 Develop eective introductions and conclusions 12-5 Discuss the role and value of language Outline: I.

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 12: Speech Design Test Bank Multiple Choice 1. Which of the following is the best example of an audience-centered speaker? *a. a speaker who thinks about the audience during every step of the presentation design and

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 13: Delivering a Speech With Professional Excellence Chapter Ac%vi%es Ac%vi%es to Illustrate Key Concepts activity 1: Class Discussion description: This is a class activity designed as a discussion learning opportunity on the subject of the proper and eective use of visual

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 13: Delivering a Speech With Professional Excellence Lecture Notes Learning objective: 13-1 Explain how to overcome your fears of public speaking and deliver a presentation with professional excellence 13-2 Explain how to use supporting aids eectively 13-3 Explain the importance of practicing your presentation 13-4

Chapter 13 1. Have you ever seen a speaker reading a speech? What was your impression of that speaker? How did you feel as an audience member? 2. When a professor presents a PowerPoint slide that is loaded with text, how do you, as a listener, respond? 3. Think about the speeches you

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 13: Delivering a Speech With Professional Excellence Test Bank Multiple Choice 1. A speaking outline should be ________ a practice outline. a. more detailed than *b. less detailed than c. the same as d. reformatted into

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 14: Work-Life Balance Lecture Notes Learning Objec'ves: 14-1 Discuss the impact of work-life balance on professional excellence 14-2 Define work-life balance 14-3 Identify the triggers to imbalance 14-4 Develop strategies for achieving work-life balance Outline: I. Introduction A. Maintaining work-life balance can be difficult to achieve i. Step

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 14: Work-Life Balance Chapter Ac"vi"es Ac"vi"es to Illustrate Key Concepts Ac"vity 1: Glass of Water Illustra"on Descrip"on: This is an illustration teaching activity. It is a simple teaching idea designed as a discussion learning opportunity. Direc"ons: 1. Have all students in

Chapter 14 1. Discuss a time when you felt burned out or overloaded. How did you respond? How did burnout influence your communication with other people? 2. Have you ever experienced or observed bullying? How did you respond to the bullying? As a professional, what steps would you take to address workplace

Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 14: Work-Life Balance Test Bank 1. Which of the following describes someone with a Type A personality? a. a person who waits until the last minute before something is due *b. a person who stays at work

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 2: Verbal and Nonverbal Communica!on Chapter Ac!vi!es Ac!vi!es to Illustrate Key Concepts Ac!vity 1: Nonverbal Role-play/Drama Descrip!on: This is a simulation role-play/drama activity to provide an opportunity to visualize and understand how individuals can interpret communication by watching nonverbal messages.

Chapter 2: 1. What two rules guide communication? Why is appropriateness important when communicating? Share an example of a time when you experienced inappropriate communication. Who was the communicator? Why was it inappropriate? 2. Ethical consideration: In a workplace, when, if ever, is it appropriate to verbally communicate something that is not

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 2: Verbal and Nonverbal Communica!on Lecture Notes Learning Objec!ves: 2-1 Define verbal communication 2-2 Define nonverbal communication 2-3 Appraise your verbal and nonverbal communication skills 2-4 Discuss examples of how verbal and nonverbal communication are related Outline: I. Introduction A. In the last 10 years, verbal and

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 3: Listening Chapter Activities Activities to Illustrate Key Concepts Activity 1: Audio Hearing Test Description: This is a class activity that initially, or on its face, is an audio hearing test. The test will be used as a springboard for

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 3: Listening Lecture Notes Learning Objec"ves: 3-1 Explain the dierences between hearing and listening 3-2 Discuss the barriers to listening and how to avoid them 3-3 Describe strategies for developing and sustaining professional excellence using active listening skills 3-4 De!ne the six-step process of

Chapter 3: 1. What is the dierence between hearing and listening, and why does it maer? 2. List three barriers to listening. Which barriers most frequently aect your ability to listen? List the steps you will take to improve your ability to avoid these barriers. 3. What is listening bias, and how has

Chapter 4: 1. Discuss the experiences youve had interviewing. How did the interviews go? Were you nervous? What will you strive to do dierently in preparaon for future interviews? 2. Take a moment to re#ect on your dream job. Have you conducted an electronic search of the organizaon? What is it about

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 4: Rsums, Interviews, and Nego#a#ons Chapter Ac#vi#es Ac#vi#es to Illustrate Key Concepts activity 1: Preparing Rsum description: This is an individual and group activity designed to help students develop and revise a rsum. This activity can be done using paper and

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 4: Rsums, Interviews, and Nego#a#ons Lecture Notes Learning objective: 4-1 Identify the six stages of the job-seeking process 4-2 Explain the important role of exploring and researching in the job-seeking process 4-3 Develop a customized rsum and cover letter 4-4 Discuss examples of

Chapter 5: 1. Discuss the atude or mindset you have about work and finding a job. What are the primary factors (e.g., family, prior work history) that have in"uenced your atude? Do you think these factors will positively or nega$vely in"uence you as you assimilate into your new organiza$on? 2. How would

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 5: Getting to Know Your Diverse Workplace Chapter Ac$vi$es Ac$vi$es to Illustrate Key Concepts activity 1: Group solution Project description: This is a class activity to explore cultural diversity in a college or university workplace seng and propose possible solutions

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 5: Geflng to Know Your Diverse Workplace Lecture Notes Learning objective: 5-1 Describe each phase of the assimilation process 5-2 Assess the culture in your organization 5-3 Define key concepts related to diversity in the workplace and the important role they play 5-4 Discuss

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 6: Interpersonal Communication at Work Chapter Activities Activities to Illustrate Key Concepts Activity 1: Role-Play Relationships at Work Description: This is a small-group role-play/drama activity. The role-play/dramas performed by class members should stimulate students to think about how interpersonal communication can

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 6: Interpersonal Communication at Work Lecture Notes Learning Objectives: 6-1 Define interpersonal communication 6-2 Describe dierent kinds of workplace relationships 6-3 Explain the dierence between professional and personal communication 6-4 Discuss professional etique"e in the workplace Outline: I. Introduction and Example of Microsof A. Microsof is listed as

Chapter 6: 1. What are your strengths when it comes to interpersonal communication? What areas do you plan to develop? 2. Make a list of several positive customer service experiences youve had. Did interpersonal communication impact your service experience? If so, what makes the di#erence in these experiences compared with others? 3. As

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 7: Strengthening Teams and Conducting Meetings Chapter Activities Activities to Illustrate Key Concepts Activity 1: Individual Writing Activity Description: This is an individual writing activity. It is designed as a reection learning assignment to understand the distinction between a group and

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 7: Strengthening Teams and Conducting Meetings Lecture Notes Learning Objectives: 7-1 Distinguish between a group and a team 7-2 Explain the impact of the environment, the topic(s), and the participants on communication within meetings 7-3 Analyze the roles and norms displayed by a group

Chapter 7: 1. Think about the last project you worked on with others. Would you dene that as a group or a team experience? Why would you use that label? 2. Step back and re ect on some mee!ngs in which you have par!cipated. How did the environment, topics, and par!cipants contribute

Chapter 8:E 1. Discuss an example of a time when you misunderstood another person in a text message, an e-mail, or an instant message. How did you respond to the misunderstanding? Did you and the other person clear things up in person, or was it done electronically? 2. Do you have a Facebook,

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 8: Technology in the Workplace Chapter Activities Activities to Illustrate Key Concepts Activity 1: Texting Exercise in Communication of Emotion Description: This is a class activity to demonstrate the challenges with texting and emotions. It is designed as an activity and

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 8: Technology in the Workplace Lecture Notes Learning objective: 8-1 Discuss the impact technology has on business and professional communication 8-2 Explain how emotion is expressed with technology 8-3 Discuss how the drawbacks of technology can prevent you from excelling as a professional 8-4

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 9: Business and Professional Writing Lecture Notes Learning Objectives: 9-1 Explain the impact of written communication on professional excellence 9-2 Describe the diflerent indirect messages sent with written communication 9-3 Discuss the diflerent types of written communication Outline: I. Introduction A. Eflective writing is a critical

Business and Professional Communication, 3rd edition Kelly M. Quintanilla, Shawn T. Wahl Chapter 9: Business and Professional Writing Chapter Activities Activities to Illustrate Key Concepts Activity 1: Business Le'er Writing Practice Activity Description: This is an individual writing opportunity that will involve peer critique and class discussion. The activity is designed to give students

Chapter 9: 1. Discuss an example of a me when you were oended by written communicaon. How did you respond? Did you use written communicaon for your response, or did you respond in person? 2. Do you have concerns about other forms of written communicaon not covered in this chapter? As a

Sally was working on a team that was comprised of colleagues from a different cultural background who value time differently. Sally was consistently frustrated with the way the team worked together, lamenting that meetings often started late and went well beyond their scheduled end time. While her colleagues were focused

One way for Type B workers to achieve balance is to a. become a proactive communicator versus a reactive communicator. b. learn to say no. c. ignore small problems. d. continue being laid back as stress can be dangerous. a a a Interpersonal communication occurs in dyads. a. True b. False a a a A person is likely

Internet sources require special attention when validating their credibility. a. True b. False a a a Which of the following accomplishments would be the most beneficial to highlight on a rsum for someone applying for a leadership position? a. 3.0 GPA b. member of a chorus line c. member of a basketball team d. completion of a team-based

Adding a relational layer to a message can be done with a. eye contact. b. tone of voice. c. word choice. d. all of the above d d d Joe was getting ready for his first performance evaluation at his new company. He had made a list of all the things that he felt he

Which is the most appropriate attire for a female interviewee? a. black skirt, colorful blouse, and matching jewelry b. black pants and light colored blouse c. black, dark grey, or dark blue suit with a skirt, light colored blouse, and minimal jewelry and makeup d. there is no difference between acceptable attire for males

When it comes to dealing with angry or rude customers, giving in to their demands is the most appropriate way to avoid further stress. a. True b. False b b b Presenting a presentation in a style similar to that used in casual conversation is called conversational quality or a(n) _______________ speaking style. a.

___________________ is the accomplishment of role-related expectations that are negotiated and shared between an individual and his or her role-related partners in the work and family [life] domains. a. Success b. Promotion c. Work-life balance d. Lateral move c c c The second step in the KEYS process is to educate yourself on the communication

Nonverbal cues can conflict with what is being said. a. True b. False a a a Which of the following is NOT part of the components of a writing startup sheet? a. purpose b. audience c. delivery d. proofreading d d d The scripting process is answering interview questions using a formula which includes a. answering the question directly,

Stacy has a Facebook account and uses it as a sounding board for her frustration with her personal life and company. Which of the following statements is true? a. Stacy should only delete anything on her Facebook page that is work related. b. Stacy should be mindful about what others can retrieve

The line or division between work and life is referred to as a. imaginary. b. superficial. c. a hard line. d. a boundary. d d d How long does it usually take postgraduates to find their first jobs after college? a. 12 months b. 24 months c. 612 months d. 36 months d d d Why do the warriors play

The period of time in which people starting a new job adjust and settle in is called the a. probationary period. b. workplace networking. c. the socialization process. d. the assimilation process. d d d A(n) ___________________ is a plan that focuses on communication taking place inside the daily operations of any given business. a. internal

Verbal communication does not carry any symbolic meaning or understanding. a. True b. False b b b Terry has noticed that his colleagues at work frequently take breaks and leave the office to take personal phone calls. These behaviors are a. not allowed in the handbook. b. norms. c. unproductive. d. roles. b b b This is a short

____________________ are formally prescribed by the organization. a. Informal communication networks b. Organizational chart c. Formal communication networks d. none of the above c c c Nonverbal communication cannot substitute part of a verbal message. a. True b. False b b b The goal of workplace surveillance is to alleviate productivity concerns and discourage employees from looking up

Making eye contact with your audience is a. not necessary if you are using a PowerPoint presentation because you will be focused on the material. b. one of the best ways to reduce nervousness. c. one of the best ways to increase nervousness. d. may decrease credibility. b b b How should you look at team

The average person remembers between _______% and _______% of what they hear. a. 50%; 75% b. 25%; 50% c. 30%; 60% d. 60%; 80% b b b Which of the following is an illegal question to ask during an interview? a. total length of time at previous positions or total years of experience b. what country the

The fear of public speaking is known as trait communication apprehension. a. True b. False b b b Cover letters and rsums should not exceed one page. a. True b. False a a a Facial behavior is considered the most powerful form of nonverbal communication. a. True b. False b b b __________ is cultures orientation to supernatural, human,

According to ________________, theres no best way for managers to lead. a. Hersey and Blanchards Situational Leadership Theory b. Fiedlers Contingency Theory c. Blake and Moutons Managerial Grid d. none of the above b b b Space, environment, and touch are all nonverbal codes of communication. a. True b. False a a a Meetings can be an excellent

Which of the following statements is true concerning language in the workplace? a. Employees are more productive if they all speak the same language. b. The use of more than one language in a workplace is preferred. c. Employees who are bilingual are always paid more. d. Language choice has implications for the way

Which of the following text messages should have been communicated with a phone call or in person? a. see you there. b. meeting @ 10 c. you got the promotion! d. none of the above c c c The idea that workers are for working and managers are for thinking is characteristic of which leadership

For speakers to be consistently efficient at verbally conveying their intended meanings, they must a. understand that intended meanings may not be fully conveyed by a message because of a variety of factors. b. use shared language that has a universal meaning. c. reiterate their message more than once to the recipient. d. constantly