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Indicate whether the statement is true or false.
1. Digital nomads refer to workers who are unable to travel because they must be on site to troubleshoot company
technology issues.
a. True
b. False
2. Backchannel communication refers to the conversations that occur prior to a meeting or presentation to aid in its
planning.
a. True
b. False
3. E-commerce refers to mobile technology businesses.
a. True
b. False
4. David, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human
Resources Department manager. This is an example of an upward flow of communication.
a. True
b. False
5. Managers can use the grapevine productively by sharing bad news as well as good news.
a. True
b. False
6. Maxwell is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-
Oxley regulation. This is an example of internal communication.
a. True
b. False
7. Diverse workforces are more likely to create the products that consumers demand.
a. True
b. False
8. Social media apps are considered disruptive technologies because they hinder our workplace productivity.
a. True
b. False
9. External communication for routine purposes is likely to be handled via e-mail.
a. True
b. False
10. According to media richness theory, face-to-face conversations are the richest because they provide more helpful cues
and allow for immediate feedback.
a. True
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b. False
11. E-mail is rapidly becoming the preferred communication channel for online customer service.
a. True
b. False
12. Items found on the Internet, such as news articles, photos, and music, are in the public domain and free to be used or
shared.
a. True
b. False
13. E-mail is considered a leaner medium than face-to–face communication.
a. True
b. False
14. To improve information flow, many of today’s companies have decreased the number of operating units and managers,
thereby shortening lines of communication.
a. True
b. False
15. Social presence is greater in asynchronous communication (e-mail, forum post) than in synchronous communication
(live chat, IM).
a. True
b. False
16. Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates.
a. True
b. False
17. Fake news refers to misinformation that comes from both accidental untruth and intentional untruth.
a. True
b. False
18. Your comments on LinkedIn, Instagram, Facebook can help you build your professional brand.
a. True
b. False
19. Ethical standards usually consist of convenience, personal goals, and company profits.
a. True
b. False
20. The term information worker refers to an employee who is responsible for creating and maintaining company
databases.
a. True
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b. False
21. Project-based teams are becoming a thing of the past as workers are dispersed in various locations.
a. True
b. False
22. One challenge posed by flatter organizations is that every employee must be a skilled communicator.
a. True
b. False
23. Melinda, a company department manager, frequently communicates via text messages with other department
managers within the company. This is an example of an upward flow of communication.
a. True
b. False
24. A company’s CEO has developed a five-year strategic plan and will share it with all employees. This is an example of
downward communication.
a. True
b. False
25. Communicators who intentionally obscure meaning with long sentences and difficult words are being unethical.
a. True
b. False
26. Flattened management hierarchies allow companies to react more quickly to market changes.
a. True
b. False
27. Sharing economy refers to full-time positions being divided over two employees working part-time.
a. True
b. False
28. Today’s new communication technologies have made writing skills less important than in the past.
a. True
b. False
29. Future-proof occupations include those that involve data processing and operating machinery.
a. True
b. False
30. Information flows through formal communication channels in three directions: downward, upward, and spiral.
a. True
b. False
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Indicate the answer choice that best completes the statement or answers the question.
31. The term used to describe the overall impression you continue to build throughout your career is your “professional
________.”
a. communication
b. brand
c. resume
d. style
32. Melinda was recently hired as manager of a small retail establishment. She immediately noticed that employees seem
afraid to speak with her. She wants her employees to feel comfortable coming to her about anything. What organizational
communication barrier is she trying to overcome?
a. Lack of trust between management and employees
b. Top-heavy organizational structure
c. Turf wars
d. Lack of communication skills
33. When faced with an ethical dilemma, what is the first question you should ask?
a. What would my family, friends, and coworkers think?
b. Would I take this action if I were on the opposite side?
c. Is the action I am considering legal?
d. Would a trusted advisor agree with this action?
34. Which of the following is the first step in solving business problems competently?
a. Gathering the necessary people together for a face-to-face meeting
b. Generating feasible ideas for a solution
c. Understanding the problem clearly
d. Determining a deadline for implementing the solution
35. _______ is rapidly becoming the preferred communication channel for online customer service.
a. E-mail
b. Live Web chat
c. Texting
d. Blogging
36. The trend of employers providing variable spaces targeted to different employee needs and preferences—including
sound-proof rooms for intense concentration, team spaces, standing desks, and technology-free lounges—is known as
_______.
a. offering a palette of places
b. coworking
c. physical tailoring
d. teleworking
37. Which of the following statements about global competition is least accurate?
a. Only medium and large companies compete globally.
b. Many traditional U.S. companies generate more profit abroad than locally.
c. If necessary, multinational companies should adjust their products to different palates.
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d. Successful communication in global markets requires developing new skills and attitudes.
38. The three basic functions of business communication are to ________.
a. inform, entertain, and impress
b. inform, persuade, and promote goodwill
c. inform, persuade, and explain
d. inform, instruct, and entertain
39. Which of the following statements about today’s work environments is most accurate?
a. The “anytime, anywhere” office means that employees work fewer hours.
b. “Co-working” requires employees having to be in the office at the same time.
c. Traditional offices do not contain flexible workspaces.
d. Working from home or on the road makes communication skills even more important.
40. The synchronous digital interactions that run parallel to a meeting or presentation are called _______ communication.
a. backchannel
b. real-time
c. disruptive
d. presence
41. Our current sharing economy refers to _______.
a. the division of one full-time position over two or more part-time employees
b. businesses conducting marketing via both traditional and new media
c. the rise of app-based platforms allowing consumers to share services such as rides and lodging
d. employees working primarily remotely instead of reporting to an office
42. Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are
objective, communicate clearly, use inclusive language, and ________.
a. ensure that communication flows upward, downward, and horizontally
b. give credit when using the ideas of others
c. encourage feedback
d. choose appropriate channels of communication
43. Which of the following is an example of an informal organizational communication channel?
a. A supervisor gives a performance appraisal to her subordinate.
b. An employee suggests to his supervisor a way to increase productivity in his department.
c. Research and development team members hold a virtual meeting to discuss ideas for future products.
d. An employee starts a blog to share her personal work experiences, opinions, and observations.
44. Which of the following statements about writing skills is most accurate?
a. Writing skills in today’s workplace are an advantage, but they are not a necessity.
b. Only the very top level of salaried employees need good writing skills.
c. Having good writing skills can improve your chances for promotion and can result in higher earnings.
d. Today’s communication technologies have made writing obsolete.
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45. The impact of mobile technology and globalization on today’s workplace includes the need for communication skills
to be adapted to various cultures, workers expected to be accessible 24/7, multinational companies adjusting their
products to meet cultural tastes and practices, and ________.
a. writing skills becoming less important
b. an increasingly blurred line between work and leisure
c. more employees working part time
d. less frequent communication among coworkers
46. Which of the following statements comparing oral and written communication is most accurate?
a. Written communication provides a permanent record only if it is sent as a hard copy, printed message.
b. Written messages do not require as much thought as oral messages.
c. One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback.
d. Oral communication is preferred when presenting formal or complex ideas.
47. Kendra works largely from home but must occasionally go to her office for certain projects. There, she shares a
communal office space rather than having her own desk and equipment. This trend is called _______.
a. job sharing
b. contracting
c. coworking
d. conferencing
48. Which of the following is an example of external organizational communication?
a. An employee performance appraisal
b. A brochure sent to a prospective customer
c. A report recommending a change in company procedure
d. An e-mail message to employees about an upcoming training seminar
49. Which of the following statements about team-based management is least accurate?
a. Many companies use cross-functional teams to empower employees and boost their involvement in decision
making.
b. When individuals on teams don’t share the same background or training, working relationships can become
strained.
c. Some organizations form ad-hoc teams that solve particular problems and then disband once they have
accomplished their objectives.
d. Companies that use team-based management prefer to train employees in teamwork skills rather than hire new
workers who already possess these skills.
50. Around-the-clock availability means that _______.
a. you will be paid for working 24 hours a day, 7 days a week, 365 days a year
b. you may be expected to answer questions or respond to a crisis, even if your regular work day is over
c. all employees must work an equal number of hours
d. employers will no longer grant paid vacation time
51. Which of the following statements about diversity in today’s workplaces is most accurate?
a. U.S. workplaces are becoming less diverse as baby boomers are retiring.
b. More diverse teams are more likely to create the products that consumers demand.
c. The gender gap is lowest in the science and engineering fields.
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d. Workplace diversity is less necessary because the economy has already become global.
52. Social presence is defined as
a. how extroverted a person is.
b. how well a company uses social media for communication.
c. the degree of “salience” (being there) between a sender and receiver using a communication medium.
d. a person’s ability to get along with others.
53. In addition to possessing strong communication skills, today’s workers must also be media savvy, which means
________.
a. exercising good judgment when posting messages on the Internet and writing e-mails
b. using effective marketing tools to promote a company’s products and services
c. increasing their computer programming skills
d. connecting with large numbers of people on LinkedIn
54. Expected changes in globalization are most likely to result in _______.
a. a reverse in globalization as trade barriers increase and economies shift back to being more localized
b. increased global competition for high-end technology jobs
c. decreased cross-border communication and connectivity
d. fewer struggles over intellectual property
55. Language is discriminatory when it ________.
a. stereotypes, insults, or excludes people
b. contains grammatical or mechanical errors
c. lacks clarity and conciseness
d. is not written in the reader’s first language
56. Covering up incidents, abusing sick days, lying to a supervisor, taking credit for a colleague’s ideas, and inflating
grades on a résumé are examples of ________.
a. breaking the law
b. protecting your professional brand
c. unethical actions
d. workplace distrust
57. Which of the following is an example of horizontal communication in an organization?
a. Six marketing reps meet to discuss ideas for targeting new customers.
b. An accounting clerk submits a progress report about a current project to her supervisor.
c. An employee suggests to her supervisor a way to improve customer service.
d. A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting
expense claims.
58. A ________ is a website that allows multiple users to create and edit pages collaboratively.
a. blog
b. wiki
c. podcast
d. toolbox
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59. Though globalization of our economy has been positive in many ways, one negative outcome has been _______.
a. for many companies, higher profits abroad than at home
b. the devastation of industries and regions manufacturing low-tech products
c. the necessity of flexibility, cultural awareness, and patience
d. advances in cross-border communication
60. Gerard has recently begun working with a new group of people in his company to create new procedures for storing
data. Once the new procedures are in place, the team will disband and members will be assigned to various other projects
within the organization. This type of temporary formation is also known as _______.
a. gigging
b. contracting
c. teaming
d. sharing
61. Slack, Google Hangouts, and Cisco Spark are examples of _______.
a. openly accessible social networks
b. blogging platforms
c. collaboration platforms
d. tablet computers
62. Managers can use the grapevine productively by respecting employees’ desire to know, acting promptly to correct
misinformation, and ________.
a. sharing only good news to keep employee morale high
b. sharing both good and bad news
c. decreasing the amount of information delivered through formal channels
d. becoming an active part of the grapevine to spy on employees
63. Which of the following is an example of downward communication in an organization?
a. A business professor submits a conference report to her dean.
b. Four accountants meet to discuss the quarterly financial reports.
c. Members of a task force submit a progress report to the CEO.
d. The CFO sends information about a new accounting regulation to employees in the accounting department.
64. In an era of fake news, you must develop the ability to accurately evaluate new information. An untruth that has been
knowingly and intentionally shared as such is considered _______.
a. misinformation
b. disinformation
c. information literacy
d. decision information
65. Sensitive communicators know the difference between facts and opinions. Which of the following statements would
be considered factual?
a. Consumers are willing to pay more for a product if they believe that it was produced ethically under fair-trade
standards.
b. Social responsibility is a marketing tool to increase sales.
c. Women have been limited by the corporate “glass ceiling.”
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d. Women are starting businesses at two times the rate of men.
66. Daniel must handle a complex organizational issue. Which of the following media would be least effective for this
purpose?
a. Videoconference
b. E-mail message
c. Telephone conversation
d. Face-to-face meeting
67. Bert is CEO of an organization with many layers in the chain of command. He is looking for ways to reduce these
layers so that he can communicate more directly with the first-line employees. What organizational communication
barrier is he trying to overcome?
a. Lack of trust between management and employees
b. Long lines of communication
c. Closed communication climate
d. Ego involvement
68. Today’s employees should plan for lifelong learning and constant training, actively plan their own career paths, and
________.
a. limit their use of technology
b. count on employers to provide clearly defined working hours
c. expect to receive predictable pay increases
d. be willing to continually learn new skills
69. Which of the following statements about laws is least accurate?
a. People in accounting and finance should be aware of the Sarbanes-Oxley Act.
b. Anything published on the Internet is in the public domain and can be used freely.
c. Assume that anything produced privately after 1989 is copyrighted.
d. The concept of fair use gives individuals limited rights to use copyrighted materials without requiring permission.
70. Achieving literacy in the digital age requires using multimedia applications, staying connected to people and
knowledge via technology, using technology thoughtfully and professionally, and ________.
a. ensuring that you have the latest-model phone or tablet
b. facilitating more face-to-face meetings
c. learning various computer programming languages
d. thinking critically about new media
71. Media richness most directly refers to ________.
a. the cost of the communication channel
b. the length of a written message
c. the amount of helpful cues and immediate feedback a medium provides
d. the level of the person who sends the message
72. Which of the following is an example of an internal organizational communication?
a. A tweet sent to a customer about a private sale that will take place tomorrow
b. A Facebook page advertising a company’s products
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c. A meeting of all department managers
d. An annual report sent to company stockholders
73. Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales
were higher than they actually were. Which of the following questions is not important as you decide what to do?
a. Is the action you are considering legal?
b. Are there better alternatives?
c. Would family, friends, or coworkers approve?
d. What is the best channel of communication to use in responding to your boss?
74. Mina wants to use the communication medium with the highest social presence. Which of the following should she
choose?
a. E-mail
b. Blog posting
c. Discussion forum posting
d. Live chat
75. Media with high social presence ________.
a. involve written communication
b. are personal and convey warmth
c. are sent via Twitter or Facebook
d. must have a large audience
76. In which part of the globe do today’s workers put in the longest hours on average?
a. Japan
b. Europe
c. United States
d. Middle East
77. Which of the following statements about communicating in today’s workplace is most accurate?
a. Today’s emphasis on teams means more face-to-face communication and less writing.
b. Communication typically flows one way: from businesses to consumers.
c. Writing skills are more important today than ever because online media requires more writing, not less.
d. Increasing numbers of workers are enjoying more defined working hours.
78. A free exchange of information helps organizations
a. respond rapidly to changing markets.
b. build employee morale.
c. serve the public.
d. do all of these (respond rapidly to changing markets, build employee morale, serve the public).
79. The most significant trends in today’s dynamic workplace include global competition, team-based projects, flattened
management hierarchies, disruptive technologies, and ________.
a. fewer written messages
b. more homogeneous workforces
c. expectations of around-the-clock availability
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d. stricter dress codes
80. Which of the following statements about formal and informal communication channels is most accurate?
a. All relevant organizational information should flow through formal communication channels.
b. A free exchange of information within organizations should be avoided because it can lead to chaos.
c. Managers should do everything possible to avoid grapevine communication within an organization.
d. Companies should monitor social media sites to see what customers and others are saying about the company.
81. The radical transformation of today’s workplace demands a well-trained workforce equipped with soft skills, which are
sometimes also referred to as _______.
a. cultural awareness
b. diplomacy
c. emotional intelligence
d. academic intelligence
82. Virtual office refers to _______.
a. a smartphone app that aids in completion of administrative tasks
b. a workspace that is mobile and decentralized
c. a brick-and-mortar building to which employees report to work
d. a workplace environment requiring little to no interaction among employees
83. Uber, Lyft, and Airbnb are considered disruptive technologies that are part of the _______ economy.
a. smartphone
b. rogue
c. rental
d. sharing
84. Thinking critically means ________.
a. finding flaws in others’ ideas
b. going with your gut instinct
c. being able to make decisions quickly
d. having opinions that are backed by reason and evidence
85. To improve communication and to compete more effectively, many of today’s companies have ________.
a. eliminated the grapevine
b. restructured and reengineered themselves into smaller operating units and work teams
c. discouraged free-flowing communication
d. increased the number of levels in the communication chain
86. “Flattening” of management hierarchies most directly refers to ________.
a. fewer layers of managers separating decision makers from line workers
b. employees being promoted to supervisory positions more quickly
c. more managers overseeing decision making
d. hiring freezes implemented to save money
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87. Lucy works in an office that has nonterritorial workspaces. This is new to her, and she would like to display good
open office etiquette. What should she do?
a. Speak in a soft voice and wear headphones to cut down on noise.
b. Try to get to the office first each morning so that she always gets the best desk.
c. Engage in a lot of chitchat to get to know her coworkers better.
d. Eavesdrop as often as possible to learn about the company culture.
88. Which of the following is an example of upward communication in an organization?
a. Three administrative assistants meet to discuss possible software upgrades.
b. A department manager sends a text message to his employees about a new overtime policy.
c. A warehouse worker suggests to his boss a way to improve employee morale.
d. The CEO sends an e-mail message to all employees inviting them to a company picnic.
89. Of the following media channels, which would be best for reducing ambiguity and decreasing the risk of
miscommunication?
a. A written report
b. An e-mail message
c. A face-to-face meeting
d. A telephone call
90. The “grapevine” is most accurately described as ________.
a. frowned-upon water cooler discussions that impede productivity
b. an informal channel of communication that carries organizationally relevant gossip
c. an e-mail chain involving multiple people to make a decision
d. an organizational newsletter detailing recent accomplishments
Enter the appropriate word(s) to complete the statement.
91. Fill in the blank in the following sentence:
The sector of the labor market relying on free agents hired on a project basis or doing other short-term, independent work
is known as the ___________________ economy.
92. Fill in the blank in the following sentence:
Information among workers typically flows through formal channels in three directions: downward, upward,
and _________________.
93. Fill in the blank in the following sentence:
Ethical business communicators are objective when they recognize their own ______________ and strive to keep them
from distorting a message.
94. Fill in the blank in the following sentence:
_____________ communication includes exchanging ideas and messages with superiors, coworkers, and subordinates.
95. Fill in the blank in the following sentence:
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Ethical communicators give ___________________ to others’ ideas by referring to originators’ names within the text
and/or documenting sources.
96. Fill in the blank in the following sentence:
________________ English laws require businesses to write policies, warranties, and contracts in language
comprehensible to average readers.
97. Fill in the blank in the following sentence:
________________ communication includes exchanging ideas and messages with customers, suppliers, the government,
and the public.
98. Fill in the blank in the following sentence:
Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees.
99. Fill in the blank in the following sentence:
The ____________________ is an informal channel of communication that carries organizationally relevant gossip and
functions through social relationships.
100. Fill in the blank in the following sentence:
Media with high _____________ presence convey warmth and are personal.
101. Fill in the blank in the following sentence:
Achieving literacy in the digital age means thinking critically about new ________________.
102. Fill in the blank in the following sentence:
In business, the synchronous digital interactions that run in the background parallel to a meeting or presentation are called
the ___________________.
103. Fill in the blank in the following sentence:
New platforms that predominantly function via smartphone apps, such as Uber and Airbnb, have given rise to the
_____________ economy.
104. Fill in the blank in the following sentence:
Workplace __________________, which includes differences in ethnicity, age, and gender, is important because it is
likely to result in the products that consumers demand.
105. Fill in the blank in the following sentence:
____________________ refers to the conventional standards of right and wrong that prescribe what people should do.
106. Fill in the blank in the following sentence:
____________________ language does not discriminate against individuals or groups on the basis of their sex, ethnicity,
disability, race, sexual orientation, or age.
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107. Fill in the blank in the following sentence:
The soft skills required for success in today’s workplaces are sometimes also called ________________ intelligence.
108. Fill in the blank in the following sentence:
_________________ news refers to the many types of misinformation (accidental untruth) and disinformation (intentional
untruth) that is shared publicly via some media channels today.
109. Fill in the blank in the following sentence:
_______________ richness theory attempts to classify media in organizations according to how much clarifying
information they are able to convey from a sender to a recipient.
110. Fill in the blank in the following sentence:
Knowledge or information workers engage in mind work and are paid for their education and ability to ________.
111. Identify and discuss the skills necessary to achieve digital age literacy. Why are these skills so important today in
ensuring your continued professional success?
112. Explain media richness theory and give an example of a rich medium and a lean medium.
113. Describe five trends occurring in today’s dynamic workplace and discuss how communication skills are related to
those changes.
114. Identify and describe the three directions that information flows within organizations and discuss strategies for
improving communication within each.
115. Discuss the importance of workplace ethics, including examples of (a) guidelines for ethical behavior and (b)
questions to ask yourself when faced with ethical dilemmas.
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Answer Key
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