If possible, plan to arrive at a career fair when it opens rather than waiting until later in
the day when recruiters have already seen many people.
Answer:
In the context of audience benefits, internal benefits are advantages that someone else a
third party gains.
Answer:
The context of communication influences the purpose of communication, the best
medium to use to communicate the message, and how receivers interpret the message.
Answer:
Julia is using direct organization to write her email recommendation, so its subject line
should only hint at her proposal instead of stating it directly.
Answer:
Even many MBAs are not sufficiently prepared for the communication challenges they
face.
Answer:
Groupthink is a phenomenon in which a group reaches a decision by eliminating all
critical thinking that threatens consensus.
Answer:
A cognitive conflict is the one that arises from differences in personalities and
relationships rather than from differences in understanding content or tasks.
Answer:
The most appropriate method to present a 50-page report while projecting an “official”
image to an external audience is through a letter format.
Answer:
Use a template or a generic message to respond to negative posts or even complaint
emails.
Answer:
Most claim requests require substantial explanation.
Answer:
Sending a note congratulating a coworker who got a promotion is an example of a
goodwill message.
Answer:
Gesturing to some friends across the room to wait for you is not an example of
communication, since no written or spoken language is involved.
Answer:
If you are just starting your career, ensure that your résumé is at least five pages long.
Answer:
Employers consider oral communication to be the most important skill for a new hire.
Answer:
If denying a customer’s request results in losing their goodwill, the worst that can
happen is that you can lose their business.
Answer:
During a presentation, if you want to communicate complex material that people need
to look at carefully, use a flipchart.
Answer:
Active listening is an innate skill.
Answer:
Declining an invitation is an example of a bad-news message.
Answer:
Whenever possible, effective business writers choose positive wording to communicate
their messages, even in negative situations.
Answer:
Deep web portals are unable to perform federated searches.
Answer:
The end of a presentation should be impactful, but it is not as important as the
beginning.
Answer:
During a presentation, do not restrict yourself to using only slides.
Answer:
Because persuasion is a process, it often requires multiple communications, with each
message contributing to your persuasive goal.
Answer:
The goal of most academic research is for the researcher to learn.
Answer:
Most answers to questions benefit from a direct response.
Answer:
Polling residents to see if they are in favor of having a speed bump installed on their
street is an example of primary research.
Answer:
Research shows that information relevant to the audience’s goals and intentions is
especially attention-getting.
Answer:
Only acknowledged experts or those known and trusted by their audiences need to
focus on building credibility in their messages.
Answer:
Wherever within a message you place your request, phrase it so that your audience
knows exactly what you are asking.
Answer:
One of your employees has been late for meetings and generally less effective recently,
so you decide to talk to her about improving her performance. The business result of
your message is to increase employee productivity and reliability.
Answer:
When you type into a basic search engine like Google, Bing, or Yahoo, the sites that
appear at the top or on the side of the results page are usually ________.
A) those that are most frequently accessed
B) those that have paid a fee to be featured in the results
C) those that most closely match your search terms
D) those that are least relevant to your search
E) those that you have visited before
Answer:
In terms of projecting a professional image, which of the following email addresses for
a job candidate named Bob Smith would be least appropriate?
A) Bob.Smith@gmail.com
B) B. Smith@msn.com
C) SmittyB@yahoo.com
D) Smith@hotmail.com
E) Smith.Bob@aol.com
Answer:
In a proposal, identifying the audience’s gain ________ identifying the audience’s pain.
A) is just as important as
B) is much more difficult than
C) should be secondary to
D) is far more important than
E) should never be done in conjunction with
Answer:
Why should a persuasive letter like this focus on audience benefits?
A) People are selfish and won’t be interested in the message if they know that you are
also getting benefits from the arrangement.
B) People won’t pay attention to the message if it informs them about future threats so it
is important to include benefits.
C) To convince someone to do what you want, you have to show them what is in it for
them.
D) To influence someone’s behavior, you should overstate the benefits if necessary.
E) People are more likely to accept your idea if you let them know how it will benefit
you.
Answer:
Which of the following is an example of communicating?
A) taking notes in a meeting
B) emailing your manager to inform him about scheduling issues
C) maintaining a personal diary
D) writing a personal travel journal
E) reciting a list of dates to memorize them for an upcoming exam
Answer:
You are working on your first research project at a new job and discuss your work with
a colleague who has been at the company for five years.
She tells you that Wikipedia ________.
A) is an acceptable source for background information only
B) will be considered as a highly credible source by your professional audience
C) should be avoided in favor of sources like professional journals and websites
published by professional associations
D) is a more professional source than a national newspaper
E) is a source that your professional audience will expect you to consult
Answer:
The logical fallacy of a false dilemma involves ________.
A) focusing on irrelevant issues to draw attention away from a central issue
B) supporting an idea by comparing it to something that is not comparable
C) drawing a conclusion from a sample that is either too small or does not represent the
larger population
D) attacking a person who disagrees with you rather than addressing the issues
E) asserting that only two choices exist, while ignoring other options
Answer:
You decide to do some background research on the topic of outsourcing, to broaden
your general understanding of the topic and help structure your research. Which of the
following questions addresses the context and structure of outsourcing service
providers?
A) When and why did outsourcing first develop?
B) How has outsourcing evolved over time?
C) What types of outsourcing service providers exist?
D) How does outsourcing fit into the larger system of our workplace and tasks?
E) How do typical outsourcing service providers compare and contrast?
Answer:
Emma and Jessica work together and both want to increase sales at their company.
Emma argues this is best achieved by investing in research and development so they
can create the best possible products. Jessica believes that increasing their sales force is
the way to go.
Assume that Emma and Jessica decide to allocate part of the budget for R&D and part
of it for hiring additional salespeople. In this case, which of the following conflict
management techniques is being used by Emma and Jessica ?
A) avoid confrontation
B) accommodate or give in
C) compete to win
D) compromise
E) collaborate to find the best solution
Answer:
A(n) ________ is a mini-version of the report designed to communicate the most
important ideas to an audience of decision makers.
A) glossary
B) reference list
C) table of content
D) executive summary
E) bibliography
Answer:
Which of the following questions is recommended for use in assessing the accuracy of a
source?
A) How current is this information?
B) Do others frequently cite the source?
C) If your source is a website, does it identify the author?
D) Is the source protected by a copyright?
E) Are any web links broken?
Answer:
Jeremy’s supervisor asks him to prepare a trip report. Which of the following best
describes the supervisor’s motivation in asking for this report?
A) giving Jeremy some work to keep him occupied until he is ready to begin another
assignment
B) identifying the training requirements for Jeremy
C) getting a clear picture of the new business opportunities discovered by Jeremy
D) learning about Jeremy’s status on his long-term project
E) discovering whether a particular plan is feasible
Answer:
Michelle is being transferred from the United States to one of her company’s overseas
offices, in a country that is considered polychronic. Which of the following is a
difference to which Michelle will need to adapt?
A) Meetings will begin on time.
B) Efficiency will be valued highly.
C) People will be expected to adhere closely to schedules.
D) The order of items on a meeting agenda may get changed easily.
E) The importance of schedule will be put before people and relationships.
Answer:
Thank-you messages ________.
A) should never be handwritten
B) must always be typed
C) seem more official when emailed than when typed and sent as a letter
D) should be personalized
E) must be at least three paragraphs long
Answer:
Research shows that customers tell nearly ________ as many people about their bad
experiences than they tell about their good experiences.
A) one-third
B) half
C) twice
D) five times
E) ten times
Answer:
Use of which of the following specific types of language is recommended as a strategy
for productive communication?
A) unambiguous language
B) biased language
C) accusatory language
D) trigger words
E) provocative questions
Answer:
Simon is at an interview for an entry-level position at a large company.
If Simon is asked to describe his ideal job, which of the following is most likely to be
the best response?
A) “The position that I’m here to interview for.”
B) “My ideal job would be one that puts me in a good position to start my own
company in five years.”
C) “Ideally, I’d work for a company that understands that there is more to life than
work, and allows me time to pursue my personal interests.”
D) “My perfect job would let me collaborate with others to reach a common goal,
creating interesting and useful products.”
E) “I’d love a job where my talents, contributions, and accomplishments are
acknowledged and appreciated.”
Answer:
Which of the following is a function of the conclusion of your presentation?
A) get your audience’s attention
B) establish rapport with your audience
C) motivate your audience to care about your presentation
D) preview the organization of your presentation
E) make clear what your audience’s action steps are
Answer:
________ is the ability to influence an audience to agree with your point of view,
accept your recommendation, or grant your request.
A) Aggression
B) Persuasion
C) Ethnocentrism
D) Congregation
E) Polycentrism
Answer:
Many colleges and universities have ________ that provide résumé assistance, mock
interviews, and workshops that focus on employability skills.
A) quality circles
B) unions
C) job banks
D) kaizen groups
E) career centers
Answer:
If you want a store to grant you a return when this is against their company policy, you
should ________.
A) use direct organization to compose your message
B) get right to the point and refuse to do business with them if they do not comply
C) consider it as a routine request that does not require persuasive techniques
D) start spreading bad word of mouth about the store and hope that they hear about it
E) explain why the policy should be waived in your case
Answer:
In the context of a survey, which of the following terms represents the average and is
determined by adding all the responses and dividing the sum by the number of
responses?
A) mode
B) standard deviation
C) mean
D) volatility
E) variance
Answer:
Which of the following communications will likely require persuasion?
A) informing a colleague about a room change for a meeting
B) sharing the minutes of the most recent team meeting
C) asking your boss to switch you to a different project team
D) providing instructions for the new log-in procedure
E) issuing a progress report to your client
Answer:
Shannon needs to deliver some information quickly to a large group of people. Which
of the following would be the best medium for her to use?
A) email
B) telephone
C) memo
D) letter
E) one-on-one conversations
Answer:
A(n) ________ is a message acknowledging that you have received information or
checking that you have understood information correctly.
A) announcement
B) confirmation
C) goodwill message
D) condolence
E) claim
Answer:
Sending an email to congratulate a business acquaintance on the birth of her baby
________.
A) is improper unless you have a close personal relationship
B) is tactless and a letter should be mailed instead
C) is inappropriate since it is in reference to an event in her personal life
D) is best done with direct organization
E) is most effective when it begins with supporting details and builds up to
congratulating
Answer:
Which of the following is a positive nonverbal gesture?
A) using moderate hand movements
B) having a blank expression on your face
C) staring
D) slouching down in your chair
E) looking at your phone
Answer:
Your audience’s reaction to the bad news you must deliver ________.
A) will not greatly impact the content that you develop for your message
B) will always be the same angry and disappointed so no additional analysis on this
subject is necessary
C) can be exactly predicted using the ACE process
D) should be anticipated by thinking about the situation from their perspective
E) will vary so much from case to case that it is not worth the effort to try to determine
it
Answer:
“Because the personalization information was approved when the order was finalized, a
refund is not possible for this purchase.”
Through which of the following techniques does the statement above ease the impact of
bad news?
A) using the passive voice
B) implying the bad news in vague language
C) putting the bad news in a subordinate clause
D) putting the bad news in a main clause surrounded by two subordinate clauses
E) stating the negative part of the message in the active voice
Answer:
Which of the following terms refers to an obstacle that gets in the way of effective
communication?
A) encoder
B) decoder
C) context
D) barrier
E) channel
Answer:
Which of the following statements is true regarding submitting your job application by
email?
A) It is unethical to use a return-receipt feature with an email submission of your
application materials.
B) Using a return-receipt feature when sending your employment materials via email
communicates to the recipient that the message is important.
C) All email systems support a return-receipt feature so it is easy to verify if your
message was received.
D) If you do not receive an email response confirming receipt of your documents within
two days, send a follow-up email requesting confirmation.
E) Asking a potential employer to confirm receipt of your job application sent by email
is considered intrusive and inappropriate.
Answer:
Which of the following is an analytical report?
A) a report containing a summary of a presentation
B) a report containing descriptions of several different technology solutions that were
presented at a conference
C) a report containing a synopsis of the events at a three day long conference
D) a report containing minutes of a meeting
E) a report containing a recommendation to select a product based on assessments of
many products
Answer:
You work at a small local bookstore that is losing business to big chain stores as well as
to online booksellers. In order to improve your business, you plan to propose a new
story hour for children to your boss.
As you prepare to write your proposal, you think about its purpose. In this case, what
need are you addressing and how do you propose to meet that need?
Answer:
Ethan’s supervisor reminds him that the monthly staff meeting would be held in a few
days, and asks him to arrange for the usual beverages and refreshments. Ethan decides
to do something different for a change and orders from a new caterer. Just before the
meeting begins Ethan’s supervisor notices this, and angrily yells at Ethan in front of
everyone. Their usual supplier guarantees that the food items are created in a nut-free
environment, a big concern for the company as one of the employees is severely
allergic to peanuts. Ethan is embarrassed and frustrated because no one ever told him
about this issue.
Describe how this conflict could have been avoided.
Answer:
What is a feasibility report?
Answer:
When conveying a bad-news message, how might the use of the word “you” be
interpreted?
Answer:
“Marjorie, you’re supposed to be the technology whiz around here. We had to spend
several hours in manual data entry, since it took you guys forever to fix the database.
Why couldn’t you geniuses figure it out sooner? Care to explain why you guys can
never fix anything quickly?”
Rewrite the statements above, taking care to avoid language that triggers a negative
response.
Answer:
Cassie is interested in event planning, but isn’t sure of her career goals. Give some
examples of how she could analyze her career goals.
Answer:
Discuss the guidelines for designing deck slides.
Answer:
Discuss whether or not an apology should be part of a bad-news message.
Answer:
Kaylin graduated from college in June. For the last three years she successfully ran a
small part-time business at school. Her service arranged for the delivery of personalized
birthday cakes and other gifts to students in her school. Since many of these students
were from different states or countries, this service provided a way for their family and
friends back home to celebrate the occasion. Kaylin used social media like Facebook
and Twitter to remind potential customers of upcoming birthdays and other gift-giving
occasions, like holidays or campus events (care package for mid-term exams, picnic
packs to celebrate the arrival of spring after a snowy winter, etc.).
Describe some of the communication issues that Kaylin might have faced while running
her college business.
Answer:
Lora is invited to participate in an action interview for a marketing position at a
company she would really like to work for. She is told that she will be expected to make
a presentation at her interview. How should Lora prepare?
Answer:
John was asked to speak to a group of employees by a VP at their company, who is a
former employer and mentor of John’s. John is unknown to the audience before whom
he will be speaking today. Discuss some of the ways in which John can build his
credibility with this audience.
Answer:
You work in a small office of fewer than 20 employees that has no dedicated IT staff.
As the resident technical expert you are called on to deal with computer issues and
technology-related decisions. Lately this has been taking up more of your time and you
feel that it is no longer an efficient arrangement. You speak to your boss about
contracting with an IT company to oversee these needs, and she tells you to research
some options.
Your first web search, technology companies, yields over 200 million results. Discuss
some ways to refine this search and come up with some relevant hits.
Answer:
Megumi thinks that since employers spend so little time reviewing a résumé (generally
about six seconds!), it’s a waste for job seekers to invest lots of time and effort into
creating their résumés. What do you think?
Answer:
Discuss FOF’s letter in light of the four goals of delivering bad news.
Answer:
Business is bad and you need to cut costs by reducing your employees’ work hours or
by eliminating several positions. You plan a meeting with your employees to discuss
this situation.
You consider using the buffer mentioned below to begin your remarks. Discuss whether
or not using a buffer is a good idea, and how this particular example will meet your
objectives:
“I am grateful that you have all worked hard this past year to keep costs down and try to
increase sales, and we are thrilled to announce that our customer satisfaction rating is at
an all-time high.”
Answer:
Describe some of the differences between the U.S. approach to business proposals and
that of Brazil, China, and Italy.
Answer:
Describe the significance of appearance during a job interview.
Answer: