75. Which of the following is not good advice for receiving and ending telephone calls at work?
a.
Take notes to remember important information.
b.
Always say a formal “Goodbye.”
c.
Use your company’s standard greeting.
d.
Follow your company’s norm when ending the call.
e.
Answer the call within two or three rings.
76. The ability to conduct a business meeting is a critical managerial skill because
a.
so many meetings are held.
b.
the most important business dealings happen in face-to–face meetings
c.
most meetings are productive.
d.
peers and superiors expect managers to run meetings effectively.
e.
no other office personnel can run a meeting.
77. Which of the following is not one of the purposes for calling a meeting?
a.
Meetings keep employees informed of events that are related to their duties.
b.
Meetings provide a forum for soliciting input.
c.
Meetings promote unity and cohesiveness through social interaction.
d.
Meetings encourage follow-up later.
e.
Meetings lead to the solution of problems.
78. Planning a meeting includes all but which one of the following?
a.
identifying the purpose of the meeting
b.
determining whether a meeting is really necessary
c.
preparing an agenda
d.
deciding who should attend
e.
including all department employees
79. The first thing you should do before calling a meeting is
a.
formulate an agenda.
b.
determine who should attend.
c.
decide what you want to achieve.
d.
plan the schedule and location.
e.
designate someone to take minutes.
80. Why should you prepare an agenda even for informal meetings?
a.
It will give you a record of what has been discussed.
b.
It will help focus the attention of all participants.
c.
It enables you to inform participants of the day, time, and place.
d.
It will cover reports of previous meetings.
e.
It will convince participants of the need for a meeting.
81. Which of the following is not good advice about deciding who should attend a meeting?
a.
Decide how each participant’s presence is related to your purpose.
b.
Consider how group members differ in status within the organization.
c.
Don’t underestimate the effect of potential group members’ hidden agendas.
d.
Consider how the potential group members differ in knowledge about the issue.
e.
Try to represent the differences in status, knowledge, communication skills, and personal
relationships.
82. When planning the logistics of a formal meeting, you should consider
a.
using a circular arrangement to facilitate consensus.
b.
arranging the chairs in classroom style to encourage interaction.
c.
separating participants in satellite format to keep the facilitator far from the door.
d.
use a U-shaped setup so all participants can see each other.
e.
have participants change tables from time to time to stimulate new thinking.
83. Which is not a function of the leader of a meeting?
a.
Encouraging quieter members to participate.
b.
Summarizing the accomplishments at the end of the meeting.
c.
Ensuring that participants support their ideas with evidence.
d.
Stating the purpose and previewing the agenda at the start.
e.
Keeping participants focused on agenda items.
84. Which of the following is not a consideration in conducting a meeting?
a.
punctuality
b.
following the agenda
c.
leading the meeting
d.
using parliamentary procedure
e.
disseminating the minutes
85. When you prepare minutes of a meeting, you should
a.
accurately summarize the discussions and decisions made.
b.
ask participants to review a draft before sending the final version to the leader.
c.
write concisely to save space and avoid numerous subheadings.
d.
indicate who made and seconded each motion.
e.
follow parliamentary procedure to give the minority a voice.
86. Which of the following is not good advice for texting at work?
a.
Don’t send texts for important business decisions.
b.
Do use texting for quick, logistical messages.
c.
Avoid texting during company meetings unless this is generally acceptable at your
company.
d.
Assume that anything you write may become public.
e.
Do send texts to any employee who is under thirty.
87. An unscheduled VoIP or video call may be considered
a.
exciting.
b.
cheap.
c.
intrusive.
d.
alarming.
e.
technologically advanced.
88. Which of the following is not a generally true statement about VoIP?
a.
It may save the company money.
b.
Video may enhance your communication.
c.
Keeping your own image on the screen can give you valuable feedback.
d.
It’s best to schedule calls.
e.
Most people get tired of calls after two minutes.
89. For an important meeting, the next best alternative format to face-to-face, is a(n)
a.
conference call.
b.
videoconference.
c.
synchronous text.
d.
carrier pigeon.
e.
online meeting.
90. Which of the following statements about online meetings is not true?
a.
They are best for difficult discussions and complex decision making.
b.
They sometimes fail because of technology.
c.
They are free for small groups and limited use.
d.
They allow one or more people to drive a PowerPoint display.
e.
They allow teams to work on documents together.
91. Conference calls
a.
use video-based technology.
b.
avoid overlapping conversations.
c.
are generally expensive.
d.
connect multiple people in different locations.
e.
accommodate only one-way communication.
92. Which of the following is an important drawback of face-to-face meetings?
a.
They can fail if the room technology breaks.
b.
They may lead to distractions when people multitask.
c.
They are expensive if many people must travel to a meeting location.
d.
They fail to allow participants to develop meaningful relationships.
e.
They cause overlapping conversations.
93. A Harvard Business Review study found that ____ of managers agreed with the statement “You can
achieve the same results with virtual meetings as you can with in-person meetings.”
a.
100%
b.
5%
c.
1%
d.
20%
e.
95%
94. Which of the following statements about employees is not true?
a.
They should be considered “internal customers.”
b.
Smart companies want them to give feedback publicly.
c.
Intranets offer ways to engage them online.
d.
Online surveys may help company leaders better meet their needs.
e.
They may offer valuable feedback to company leaders.
95. Leaders seeking to hold a successful business meeting should
a.
avoid inviting people who may cause conflict.
b.
invite anyone who will have an opinion on the discussion topic.
c.
invite everyone who might have hurt feelings if left out.
d.
avoid inviting people who cannot contribute to the meeting.
e.
always invite leaders at the next-higher level of the company.
96. Good advice for virtual meeting preparation includes all of the following except
a.
request that friends ask you easy questions at the start.
b.
send instructions for using the technology with your meeting invitation.
c.
encourage participants to log on early.
d.
bring all contact numbers.
e.
practice using the technology.
97. Which of the following is not a true statement about using social media to build business
relationships?
a.
Social media allow companies to build meaningful relationships with customers.
b.
Capitalizing on these technologies means listening to customers.
c.
Effective companies may use technology to explain a business practice or clarify a service
they provide.
d.
Social media allow companies to build meaningful relationships with employees online.
e.
Effective companies may use technology to identify difficult customers to shame into
better behavior.
98. In terms of customer engagement online, “Butterflies” are companies that have
a.
no use for social media.
b.
low presence online, but high engagement.
c.
high presence online, and high engagement also.
d.
high presence online, but low engagement.
e.
low presence online, and low engagement also.
99. Touching
a.
is the same in most cultures.
b.
is encouraged in most companies.
c.
is learned with the ability to speak.
d.
is generally frowned upon in business settings.
e.
should be encouraged among new business associates.
100. Which of the following is not a typical factor to consider when choosing a meeting format?
a.
Standard company practices for meetings.
b.
Your need to avoid seeing a colleague face-to-face.
c.
Your meeting purpose or intent.
d.
The number of meeting participants.
e.
The logistics of bringing people together from different locations.
101. ____ are a meeting format that costs little and is easy to set up, but they may lead to distractions when
people multitask or forget to use the mute button.
a.
Videoconferences
b.
Online Meetings
c.
Face-to-Face Meetings
d.
Conference Calls
e.
Smartphone Apps
SHORT ANSWER
102. Give an example of a nonverbal message that reinforces a verbal message and of a nonverbal message
that contradicts a verbal message.
103. It has been said that your face (especially your eyes) is the most expressive part of your body. Give
examples of eye movement, and explain what these movements usually mean.
104. Briefly explain how (a) body movement, (b) physical appearance, (c) voice qualities, (d) time, (e)
touch, and (f) space-territory are important nonverbal communication techniques in conveying
messages to an audience.
105. List and briefly explain the four zones in which people interact in our culture.
106. Identify some of the causes of poor listening.
107. Identify three of the results of ineffective listening. Explain how these results can affect a business.
108. Discuss the differences between hearing and listening.
109. Identify ways to give a speaker your undivided attention.
110. Identify ways to become an active listener.
111. Identify key factors in good telephone technique.
112. Explain the primary benefits of using social media to build business relationships.
113. Describe ways to ensure that your use of text messaging is effective.
114. Why is the ability to conduct and participate in meetings a crucial management skill?
115. What are the two purposes of developing an agenda for a meeting?
116. Why are the logistics of a meeting so important?
117. Why should you schedule VoIP calls instead of calling people who are online?
118. What are some primary responsibilities of the leader of a meeting?
119. What are the advantages and disadvantages of videoconferencing?
120. Explain the difference between companies that are labeled “Mavens” and those labeled “Wallflowers”
in creating customer engagement online.
121. What are the potential benefits of using an intranet to connect with employees?