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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?
2. KEYS, a communication process designed to enhance your ability to critically assess and then
improve your communication skills, stands for
3. Holding a meeting late on Friday afternoon just before closing an office may create _______
4. A cell phone ringing in the middle of class is an example of
5. _____________ and feedback are critical to the success of business and professional
communication.
6. How does conspicuousness cause communication apprehension?
7. Senders _______ messages, while receivers of messages are left to _______ them.
8. Kim teaches English classes and thinks she is very clear with assignment instructions.
However, every student in her class is confused about the instructions throughout the
semester. Kim’s behavior is known as
9. Since Ben’s supervisor is out sick, Ben has been called on to give an impromptu briefing to
the other employees at his company. This situation is likely to cause ________ communication
apprehension.
10. Ethics is the discussion, determination, and deliberation processes that attempt to decide
11. What is the role of the telephone during a conference call?
12. The location, time, and occasion where communication occurs is referred to as
13. Lisa is about to give a presentation to the other students in her class when she becomes
nervous because nobody appears to be focusing on her. What type of communication
apprehension is Lisa feeling?
14. At Robin's new company, Robin is asked to sign an agreement that pledges that he will
follow safety guidelines, promote teamwork within his team, and do his job with integrity.
What values does this document support?
15. Jennifer was recently passed up for a promotion in favor of her coworker Ryan. However,
Jennifer finds out from another employee that Ryan has been plagiarizing his presentations at
work. Jennifer knows this isn't fair, but she doesn't want Ryan to be fired either. What is
Jennifer experiencing?
16. Travis is nervous about his upcoming speech because the other students will be grading his
speech instead of the professor. This is an example of _________ communication
apprehension.
17. Moral principles or rules that determine ethical behaviors are known as
18. The second step in the KEYS process is to educate yourself on the communication
interaction.
19. Those who possess effective communication skills have a trait known as communication
bravado.
20. Professional excellence means being recognized for your skills as a communicator and
serving as a role model to others.
21. Decoding messages involves the receiver of a message responding to the sender.
22. The fear of public speaking is known as trait communication apprehension.
23. Leroy is always nervous in social situations and is often considered shy. What type of
communication apprehension does Leroy have to manage?
24. Describe the communication process using key terms and concepts from the chapter.
25. Explain the differences between the different types of communication apprehension and
how they can work in tandem to create noise in the communication model.
26. Think about how you use social media in professional contexts. How can it be helpful in
enhancing your professional excellence? How can it be harmful to your professional excellence?
27. Feedback points to the need for us, as communicators, to look to for cues from the other
person with whom we are communicating.
28. Messages and feedback are essentially the same thing in the communication model.
29. To say that you cannot not communicate is to say that everything is communication.
30. ________ refers to the location, time, and occasion where communication occurs.
31. _________ encompasses any internal condition or state that interferes with the
communicator’s ability to focus on the message.
32. _______ considerations are the variety of factors important for us to consider in any
scenario in which we’re making a decision, conducting an evaluation, or making a selection.
33. Situations that do not seem to present clear choices between right and wrong are called
34. ____________are moral principles or rules that determine ethical behaviors.
35. Relational communication consists of all of the following EXCEPT
36. Professional excellence equates to communicating a message effectively.
37. 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 needed to improve upon as was the custom at his
previous organization. He was surprised when he walked into his evaluation meeting to find his
supervisor ready to discuss how he can develop himself for promotional opportunities. What
element of the importance of human communication in business and professional contexts
does this example illustrate?
38. Jose was getting ready for his first performance evaluation at his new company. The room
where the evaluation was to take place was cramped and dimly lit. He was uncomfortable and
this highlighted his nervousness. Though he had prepared for an open, honest discussion with
his supervisor, he found himself to be more defensive when he was confronted with
constructive feedback. What element of the importance of human communication in business
and professional contexts does this example illustrate?
39. Define and describe three types of communication apprehension.
40. The KEYS process is designed to
41. Human communication is defined as
42. The fact that technology allows us to connect with people across the globe means that we
are well prepared to communicate effectively through these channels with others living and
working in different cultural contexts.
43. Jose was concerned about a memo he received from his supervisor, Kayla, regarding a
change in the pay structure. He was anxious for a response and did not know where she was, so
he sent her a text message asking specific questions about the memo. Kayla received the
message and, given its complexity, did not respond right away. Jose became frustrated and
even more anxious about the changes, and ultimately went to Kayla’s immediate supervisor for
clarity. This created problems in his working relationship with Kayla and Kayla’s supervisor.
Given the complexity of the message, what communication channel should Jose have used in
the first place to avoid this situation?
44. What does it mean to say that one cannot not communicate?
45. The _____________ is the method by which you send the message.
46. Why is it important to understand the communication context in any communication
situation?
47. Communication channels all have the same strengths and weaknesses.
48. Blythe’s supervisor routinely holds their team meetings at 4 p.m. on a Friday. Blythe finds it
difficult to pay attention because by that time she is starting to mentally prepare for the
demands of her weekend. What kind of noise is affecting Blythe’s ability to pay attention?
49. When you are experiencing anxiety stemming from a concern about how your coworkers
will respond to you, your communication apprehension is being caused by
50. Eduardo is not comfortable with his company’s work-life policies. Specifically, he feels that
employees without children should be given the same flexibility and opportunities for paid time
off as employees with children. He has noticed many of his colleagues that are parents get time
off work when their children are sick. As a result, in order to even things out, he has begun
claiming illness to get paid time off work even when he is feeling just fine. He feels guilty but
also feels justified in lying to his boss. What is Eduardo caught in?
51. Imagine you are in a management position and need to roll out what you anticipate will be
an unpopular change in the pay structure at your organization. This change will mean several
lower level employees will receive pay cuts and many of your current positions will be
reorganized. What kinds of things should you consider as you decide how to convey this
message to your team? Frame your discussion around the KEYS process. Include concepts
discussed in the communication model with particular attention paid to noise, feedback, and
communication channel. You should also incorporate the textbook’s discussion of ethical
communication.
