Annamarie, a project manager, is preparing for a meeting with her team members.
Based on the e-mails her team members have sent her for the meeting, she makes a note
of the topics to be discussed, who is introducing each topic, and how long each
discussion will take. She then sends out an e-mail containing this information to her
team members. In this scenario, Annamarie has _____.
A. written the minutes of the meeting
B. created an agenda for the meeting
C. planned an omnibus motion for the meeting
D. played devil’s advocate during the meeting
E. prepared a groupthink strategy to be used during the meeting
Answer:
Which of the following is true of colors as a nonverbal symbol of communication?
A. Korean Buddhists use red to announce birth.
B. Black is the color of death in Japan.
C. Brown is traditionally the color of happiness in Spain.
D. White is the color of funerals in western cultures.
E. Chinese tradition associates red with good fortune.
Answer:
Estefani gives a presentation to a group of trainees at her hotel on how to deal with
angry, dissatisfied customers. Just as she finishes, one of the trainees, George, asks her
a question about what he should do if he isn’t sure of the information to be provided to a
guest. How should Estefani handle George’s question?
A. She should nod her head to indicate that she understands the question.
B. She should tell George that she has already answered the question in her
presentation.
C. She should link her answer to the points she’s covered during her presentation.
D. She should say “That is an excellent question!”
E. She should attempt to respond to George’s question even when she isn’t sure about
the answer.
Answer:
Jill is preparing for an interview with a company she is eager to join. She is hesitant
about what to say if the interviewer asks her about her previous job, since she was fired
from that job for taking off too much time. In such a situation, the best possible
response would be for Jill to tell the interviewer that she:
A. was fired, but has learnt from her mistakes.
B. had left the job for personal reasons.
C. couldn’t use all her abilities in the last job and quit.
D. was fired without any reason.
E. was not fond of her job and quit.
Answer:
In a _____ sample, each person in the population theoretically has an equal chance of
being chosen.
A. convenience
B. biased
C. random
D. judgment
E. quota
Answer:
James is a student with visual impairment who regularly accesses her university
website. Which of the following steps should the designer of this website undertake to
make it useful for viewers with visual impairment like James?
A. Provide navigation bars vertically on the top of the screen
B. Provide alternative text or “ALT tag” for all applets
C. Label hypertext links “Click here” so that users can navigate easily
D. Provide links that do not change color when visited
E. Place an Off button if a document has music or sound effects
Answer:
Harrison has been given his offer letter and is surprised to find that the terms state that
he will begin to receive incentives only after completing 90 days with the company.
This is different from what the interviewer promised himthat he would begin to receive
incentives after completing 45 days. Which of the following should Harrison do in this
scenario?
A. He should decline the offer and look for other jobs.
B. He should speak to a superior about the company making false promises.
C. He should sign the letter and wait to complete six months before asking about it.
D. He should accept the offer and bring it up later since it has already been promised to
him.
E. He should call and clarify with the interviewer.
Answer:
A team of six members have been asked to work together on a report. They are deciding
whether one of the members should do all the writing while the others gather
information, or whether the entire team should work on the writing together. In this
scenario, the team is in the _____ stage of their collaborative writing project.
A. proofreading
B. drafting
C. dot planning
D. editing
E. revising
Answer:
Alberto is the owner of a shoe store. He interviews 10 people for the post of store
manager and eventually selects Maya. Alberto e-mails Maya to let her know that she
has been selected for the post. Which of the following statements made by Alberto best
conveys this information through you-attitude?
A. You’ll be happy to hear that you have been selected for the store manager’s post.
B. You have been selected for the post of store manager.
C. I’m glad to inform you that I have appointed you as the store manager.
D. I have decided to appoint you as the store manager.
E. I have selected you for the store manager’s post.
Answer:
Relative to oral messages, a written message makes it easier to:
A. resolve conflicts and build consensus.
B. present many specific details.
C. modify plans.
D. use emotion to persuade the audience.
E. get immediate response.
Answer:
One of the primary purposes of a negative message is to:
A. reduce further communication on the same subject.
B. retain a good image of the communicator’s organization.
C. avoid creating more work for the sender.
D. maintain as much goodwill as possible.
E. maintain a good image of the communicator.
Answer:
Which of the following is recommended while conveying bad news to customers?
A. Present good reasons for a refusal at the end of a message.
B. Convey the negative news twice in a message in order for it to be clear.
C. Present negative information ambiguously to avoid offending the customer.
D. Present an alternative or compromise if one is available.
E. Ask for an action that will help the customer accept the consequences easily.
Answer:
A(n) _____ is a structured conversation with someone who will be able to give you
useful information.
A. questionnaire
B. poll
C. referendum
D. interview
E. tally
Answer:
Which of the following best illustrates demographic profiling of employees?
A. An incentive plan designed for employees who value reputation over financial
benefits
B. A tax saving plan designed for female employees earning above $8,000 every month
C. A reward system designed for employees whose goal is to grow within the
organization
D. An incentive system designed for employees who value a good work-life balance
E. A job description designed for people who are interested in doing a variety of tasks
Answer:
Louis is working on a research experiment and has made significant progress in the
development phase. His research is now ahead of schedule and he decides to inform the
research funder. Which of the following is the most appropriate manner of conveying
this information?
A. “You will be glad to know that the experiment is now progressing ahead of
schedule.”
B. “I am sure you will be happy to know that I am ahead of schedule with the
experiment.”
C. “I am sure you will be excited to hear of my great progress with the research.”
D. “You will be delighted to be informed that my experiment is moving ahead of
schedule.”
E. “I have made progress in the first phase, and I am, therefore, moving ahead of
schedule.”
Answer:
Joshua, the new sales manager of a local car dealership, is preparing the quarterly sales
report for the cars in his locality. He is trying to decide whether he should use a bar
chart or line graph to supplement his discussion in the report. Which guideline for
creating effective visuals and data displays is Joshua following in this scenario?
A. Use color and decoration with restraint.
B. Follow the conventions for designing typical visuals.
C. Choose the right visual for the story.
D. Check the quality of the data.
E. Be accurate and ethical.
Answer:
In which of the following instances would it be unnecessary to provide audience
benefits?
A. When selling a product or a service to a customer
B. When informing employees that the company will be expanding
C. When persuading employees to improve their productivity
D. When informing the stakeholders that the company’s revenue has decreased
E. When asking employees to follow a procedure or adopt a policy
Answer:
Which of the following should be followed in order to manage information in e-mails?
A. Bullets should be avoided in long e-mails.
B. Checklists are too elementary and should be avoided.
C. Numbers should be used while answering multiple questions.
D. Messages with attachments should not include the most vital information.
E. New materials should be placed at the bottom while sending regular updates.
Answer:
A negative _____ in a message should be used when you feel that the reader may ignore
what could seem like a routine message.
A. body
B. illustration
C. subject line
D. conclusion
E. summary
Answer:
Positive roles and actions of individuals that help a team achieve its task goals include:
A. being silent in meetings so that others have a chance to speak.
B. disagreeing with all solutions while playing the role of devil’s advocate.
C. taking every opportunity to be the first to speak.
D. restating major points and summarizing decisions.
E. relieving tensions by making jokes and diverting the team from its activities.
Answer:
Ricardo attended an interview for the post of editor at an advertising company. After the
interviewer went through Ricardo’s portfolio, he handed him an advertisement drawn by
one of the employees and asked him what changes, if any, Ricardo would like to make
to the advertisement. This scenario best illustrates a _____ interview.
A. behavioral
B. situational
C. screening
D. topgrading
E. stress
Answer:
Rafael is close to completing the second phase of his project, but cannot progress
further until he receives his second installment of funds. In which of the following ways
should Rafael communicate this information to his funder?
A. “The first phase is near completion and we are ready to begin the second phase as
soon as we receive the funding.”
B. “I have completed the first phase and I’m waiting on you to send the rest of the
funds to progress further.”
C. “I have not yet received the funds from your end to allow me to begin the second
phase of my project.”
D. “I may not complete the project on time, as I am unable to begin the second phase.”
E. “I am completing the first phase of the project and still waiting for the funds to
proceed.”
Answer:
Which of the following styles of writing should be followed to create a business
document?
A. It should make the message as friendly and personal as possible.
B. It should use complex words if it is being addressed to strangers.
C. It should place positive information at the end of the document.
D. It should focus more on what is impossible so that it can tackle the problem.
E. It should use me-attitude to show that one is confident about the document.
Answer:
Leigh has received repeated negative feedback about her attitude toward her
co-workers. In spite of this, she has continued to behave disrespectfully with a few of
them. Which of the following is a suitable response from the company in this situation?
A. To present Leigh with a disciplinary notice with no buffer in the beginning
B. To make inferences about Leigh based on her behavior
C. To make generalizations about Leigh’s behavior patterns
D. To cite general observations about Leigh’s behavior while giving her feedback
E. To fire Leigh without any warning before productivity is affected
Answer:
Josiah works as a guest relations executive at a five-star hotel. His current task is to see
that a new guest, Mr. Burns, has a comfortable stay. Upon interacting with him, Josiah
finds that Mr. Burns has a debating conversational style. Which of the following
behaviors demonstrated by Mr. Burns most likely causes Josiah to form this
impression?
A. Mr. Burns defines topics gradually and progressively.
B. Mr. Burns shares stories about his own troubles with customers.
C. Mr. Burns states that aggressive customers are disruptive in every way.
D. Mr. Burns offers Josiah advice about how to handle difficult customers.
E. Mr. Burns appreciates Josiah’s questions and uses them as a way to generate
conversation.
Answer:
_____ is a social networking tool where users create a profile, chat, and share interests
with other users.
A. Blog
B. Wiki
C. Facebook
D. LinkedIn
E. Pinterest
Answer:
A negative message to a customer should end with:
A. an account of how the problem occurred.
B. a statement restating the problem.
C. clear data about the negative information.
D. explanation of the history of the problem.
E. a positive, forward-looking statement.
Answer:
Nicole has finished designing a website for the travel company where she works. She
now needs to test its usability. According to usability consultant, Jakob Nielsen, which
of the following steps should Nicole most likely take?
A. Take note of what users feel they can do on the site.
B. Observe and examine people using the site.
C. Interact informally with people to know their preferences.
D. Use a questionnaire to track people’s opinions.
E. Get an expert to run through the website.
Answer:
_____ are expanding the possibilities of data displays as many of them allow users to
adapt data displays to personal needs.
A. Chartjunks
B. Bar charts
C. Dynamic displays
D. Clip arts
E. DBMS
Answer:
Gordo receives a job offer from Zimble Inc., a telecommunications company that is not
his first choice. He is still awaiting a response from Thornton Inc., a company that is his
first choice and with whom he has had his final interview. How should Gordo respond
to Zimble Inc.?
A. Gordo should accept the offer from Zimble Inc. and let Thornton Inc. know.
B. Gordo should decline the offer from Zimble Inc. and then check the status of his
application at Thornton Inc.
C. Gordo should thank Zimble Inc. for the offer and ask for time to respond to the
offer.
D. Gordo should decline the offer from Zimble Inc. and wait to hear from the other
company.
E. Gordo should thank Zimble Inc. and tell them that he cannot accept their offer until
Thornton Inc. gets back to him.
Answer: