107) In a short essay, describe four of the eight recommended methods for developing active
listening skills.
108) In a short essay, explain why it is important to refrain from making official communications
when you are undergoing an emotional experience.
109) In a short essay, explain why people’s attention often wanders when they are listening to a
speaker.
110) In a short essay, explain why good active listening requires that the listener be empathetic
to the speaker and his or her situation.
111) A supervisor jokingly tells a colleague, “You’re fired!” in an email. What risk does the
supervisor run?
A) Without verbal cues, the message may be taken seriously.
B) Without nonverbal cues, the message may sound ridiculous rather than funny.
C) Without nonverbal cues, the colleague may not believe him.
D) Without nonverbal cues, the message may be taken seriously.
112) Techniques organizations utilize to exchange standard business transaction documents, such
as invoices or purchase orders, are called ________.
A) intranets
B) extranets
C) electronic data interchange
D) teleconference
113) Ross can create web pages that are accessible only to members of his organization on
________.
A) an intranet
B) an extranet
C) an electronic data interchange
D) a videoconference
114) Which kind of electronic meeting format allows participants to view nonverbal forms of
communication that include facial expressions and body language?
A) teleconferencing
B) videoconferencing
C) electronic data interchange
D) face-to-face meeting
115) Which kind of electronic meeting format allows participants access to verbal
communication that includes voice intonation but no body language?
A) teleconferencing
B) videoconferencing
C) electronic data interchange
D) face-to-face meeting
116) An extranet is different from an intranet in that it ________.
A) allows participants to use the Internet
B) does not involve the Internet
C) is faster than an intranet
D) allows outside companies to participate
117) Which of the following is NOT an advantage of email?
A) Immediate feedback
B) Can be printed
C) Convenient
D) Inexpensive
118) Which of the following is a trend in the area of information technology and
communication?
A) Technology that is wearable.
B) Combining functions in a single device.
C) Decrease in business travel.
D) All of the above are trends.
119) Which communication form is designed to allow users to respond at their own
convenience?
A) instant messaging
B) email
C) fax
D) electronic data exchange
120) Which of the following is a real time form of communication?
A) email
B) fax
C) Skype
D) extranet
121) Which company would be least likely to use videoconferencing for a meeting of its
designers and marketers?
A) a software company
B) a perfume company
C) a financial company
D) a publishing company
122) What is the difference between an intranet and an extranet?
A) An extranet works only within an organization, while an intranet extends to authorized users
who are outside of the organization.
B) An intranet works only within an organization, while an extranet extends to authorized users
who are outside of the organization.
C) Both networks do the exact same thing and simply have different names.
D) An intranet has contact with the Internet, while an extranet does not have contact with the
Internet.
123) Which of the following best explains why Internet jargon tends to evolve most quickly from
cell phone users rather than computer users?
A) More people use cell phones than ever before, causing them to lead the way in every
electronic trend.
B) Cell phone keyboards are small and awkward to use so users abbreviate to avoid typing.
C) Cell phone keyboards are compact and efficient, causing users to type more frequently.
D) Cell phones have abbreviations that are built into their software applications. These
abbreviations tend to get adopted by consumers.
124) Which of the following best expresses the philosophy of a learning culture within an
organization?
A) Knowledge is a resource.
B) Knowledge is a weapon.
C) Knowledge is better than power.
D) Learning is easy.
125) A drawback to instant messaging is that it creates security problems.
126) Because of its high costs, companies don’t save money using teleconferencing compared to
traveling.
127) Most shorthand abbreviation messages originate in the “culture” of text messaging.
128) In a short essay, explain the ways that groups can “meet” through technology to
communicate and share information.
129) In a short essay, describe the benefits of an employee being part of a fully networked
organization.
130) In a short essay, describe the drawbacks of an employee being part of a fully networked
organization.
131) Two main communication challenges of using company internet systems are legal issues
and ________.
A) bandwidth limitations
B) lack of personal interaction
C) poor grammar
D) inability to handle visual impaired customers
132) A survey on email and content security found that ________ of companies saw their
businesses affected by the exposure of sensitive information.
A) less than 5 percent
B) almost 10 percent
C) one quarter
D) one half
133) With regard to social networks, many companies are now
A) encouraging employees to use social networks as a tool to work collaboratively.
B) discouraging younger employees from using company in-house networks for customer
networking.
C) encouraging younger employees to seek counseling for social network addiction.
D) discouraging older employees to make social connections on social networks
134) A group of bloggers who share information on the latest advances in computer aided
graphics would be an example of this.
A) knowledge circle
B) self-managed team
C) virtual team
D) communities of practice
135) A group of people who share a concern, a set of problems, or a passion about a topic, and
who deepen their knowledge and expertise in that area by interacting on an ongoing basis are
called ________.
A) virtual team
B) communities of practice
C) communities of knowledge
D) blogosphere
136) Organizations with this type of culture place an emphasis on meeting the needs of
customers.
A) service
B) production
C) innovative
D) adaptive
137) Which of the following tools, thought to be outdated, is still an effective means of gather
employee input?
A) customer comment cards
B) suggestion box
C) performance appraisals
D) town hall meetings
138) Which of the following is a good example of an organization using a learning culture to
further its goals?
A) a company subsidizing the education of its employees in university courses
B) a company sharing “tricks” for how to best use a complicated software program
C) a company giving bonuses to employees who read books on specific topics
D) a company providing free software that is categorized as “educational”
139) Which security risk do today’s managers worry about most?
A) employees selling proprietary information to rivals
B) employees inadvertently allowing proprietary information to be leaked
C) employees inadvertently selling proprietary information to competitors
D) employees deliberately sharing gossip with outsiders
140) Which fact best illustrates how disruptive email can be?
A) Almost two-thirds of executives say that they sent out more emails than ever during the past
year.
B) Thirty-seven percent of employees say that they received more emails than ever during the
past year from executives.
C) Almost half of wi-fi users claim to get antsy if they need to wait an hour before checking their
email.
D) It takes 64 seconds for a person to regain his or her train of thought following an email
interruption.
141) Members of a company sharing efficient shortcuts in a complex computer software program
is an example of knowledge management.
142) Electronic communication is not admissible in court, so employees don’t need to worry
about what they say online.
143) The manager has control over all three components of customer service interactions.
144) In a short essay, give an example of how a learning culture can benefit an organization.
145) In a short essay, give an example of how social networking sites can become a security risk
for a company.