39
86) When receiving business-related phone calls,
A) you should use frequent verbal responses (such as, “I see”) to show that you are listening.
B) it is impolite to say things such as, “I understand” while the other person is speaking.
C) it is perfectly acceptable to put the caller on hold without explanation.
D) your primary goal should be to get off the phone (and back to work) as quickly as possible.
E) it is perfectly acceptable to take the call during a meeting.
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe best practices in team and interpersonal communication
87) A new coworker from Russia asks you about North American greeting customs. You explain
that in most business contexts,
A) women are not expected to shake hands.
B) it is not necessary to stand up before shaking hands if you are already seated.
C) shaking hands is an outdated custom in North America.
D) a firm handshake is expected when two people meet.
E) it is acceptable to shake hands only with men.
etiquette is essential.
AACSB: Diverse and multicultural work environments
Difficulty: Moderate
Classification: Synthesis
Learning Outcome: Describe the opportunities and challenges of communicating in a diverse
world
40
88) When introducing yourself to someone in a business context, you should always include a
brief description of
A) one of your personal interests or hobbies.
B) your role in the company.
C) your company’s history.
D) your greatest accomplishment.
E) the correct spelling of your name.
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Easy
Classification: Application
Learning Outcome: Describe best practices in team and interpersonal communication
89) Using mobile phones during meetings is
A) routine in today’s high-tech workplace.
B) now restricted or prohibited in many organizations.
C) an effective way to show your professionalism.
D) almost always acceptable, as long as your phone is in silent mode.
E) an effective way to show your ability to multitask.
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Critical Thinking
Learning Outcome: Describe best practices in team and interpersonal communication
41
90) Whenever you’re representing your company online, all of the following except ________
will help you maintain a high standard of business etiquette.
A) differentiating facts from opinions
B) assuming that people are available to discuss work-related issues around the clock
C) following basic expectations of spelling, punctuation, and capitalization
D) watching your language and keeping your emotions under control
E) supporting facts with evidence
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Synthesis
Learning Outcome: Describe best practices in team and interpersonal communication
91) When you’re using a mobile device, making any of the following choices except ________
will reflect negatively on your professionalism.
A) talking loudly in open offices or public places
B) texting during a meal or while someone is talking to you
C) allowing incoming calls/texts to interrupt meetings or discussions
D) asking for permission before using your device’s camera
E) using the device in the restroom
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe best practices in team and interpersonal communication
42
92) Because phone calls lack the visual richness of face-to-face conversations, you’ll need to use
________ to convey confidence and professionalism.
A) questions and social media
B) smartphones and apps
C) context and subject matter
D) attitude and tone of voice
E) facts and research
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe best practices in team and interpersonal communication
93) All of the following except ________ are best practices when using phones at work.
A) being positive and professional when you answer the phone
B) varying your vocal pitch and inflections so people know you’re interested
C) enabling your voicemail, even if you don’t check messages regularly
D) ending your calls with courtesy and clarity
E) responding to messages promptly
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Difficult
Classification: Conceptual
Learning Outcome: Describe best practices in team and interpersonal communication
43
94) Successful teamwork, productive meetings, effective listening, and nonverbal
communication depend on ________ among all participants.
A) exclusive face-to-face contact
B) mutual respect and consideration
C) common cultural reference points
D) the use of the latest communication technology
E) regularly scheduled meetings
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe best practices in team and interpersonal communication
95) To use electronic media as effectively as possible,
A) use one message for multiple topics.
B) use standard texting acronyms.
C) assume the receiver can chat at any time.
D) carefully word opinions to sound fact based and forceful.
E) avoid “reply all” unless everyone can benefit from your reply.
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe best practices in team and interpersonal communication
44
96) When conducting a meeting over a meal, it is appropriate to
A) ask personal questions.
B) tell a few jokes.
C) avoid profanity.
D) discuss business documents before the entrée arrives.
E) choose foods that can be eaten with your hands.
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe best practices in team and interpersonal communication
97) During a meeting with coworkers, your mobile phone rings. Should you answer it? Why or
why not?
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Synthesis
Learning Outcome: Describe best practices in team and interpersonal communication
98) While having lunch with a client, what should you do with the business papers you brought
to discuss? Why?
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Application
Learning Outcome: Describe best practices in team and interpersonal communication
45
99) Identify and discuss five tips that can help you use the phone confidently and professionally.
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe best practices in team and interpersonal communication
100) List at least three examples of online etiquette.
etiquette is essential.
AACSB: Written and oral communication
Difficulty: Moderate
Classification: Conceptual
Learning Outcome: Describe best practices in team and interpersonal communication