Test Bank for Business Communication and Character, 12th Edition Amy Newman
Chap 01 12e - Newman
Indicate whether the statement is true or false.
1. Costco leaders demonstrated accountability by taking responsibility for employee union vote results.
a. True
b. False
ANSWER: True
2. The informal communication network (grapevine) becomes more active when formal communication doesn't
provide needed information.
a. True
b. False
ANSWER: True
3. Text messages are more likely to be opened than emails, making them effective for urgent business
communications.
a. True
b. False
ANSWER: True
4. When using AI tools, maintaining authorship means preserving your authority and authenticity over your work.
a. True
b. False
ANSWER: True
5. Communication barriers may prevent messages from being received exactly as the sender intended.
a. True
b. False
ANSWER: True
6. Character is a fixed trait that cannot be developed or changed over time.
a. True
b. False
ANSWER: False
7. According to the chapter, only 10% to 15% of people have both high internal and high external self-awareness.
a. True
b. False
ANSWER: True
Page 1
,Name: Class: Date:
Chap 01 12e - Newman
8. Communication is the most important skill that employers value for college graduates to be successful at work.
a. True
b. False
ANSWER: True
9. The CAM communication model begins with audience analysis before considering character factors.
a. True
b. False
ANSWER: False
10. Complex and emotional messages are best delivered with rich media that allow for real-time interaction.
a. True
b. False
ANSWER: True
11. Self-awareness was identified as the most important capability for leaders to develop by Stanford Graduate
School of Business's Advisory Council.
a. True
b. False
ANSWER: True
12. Cross-functional lateral communication is challenging because you must influence coworkers without having
management authority over them.
a. True
b. False
ANSWER: True
13. The chapter identifies professional, social, and individual ethics as the three types that guide behavior.
a. True
b. False
ANSWER: True
14. Denotation refers to the literal, dictionary meaning of a word while connotation refers to the subjective,
emotional meaning.
a. True
b. False
ANSWER: True
Page 2
,Name: Class: Date:
Chap 01 12e - Newman
15. Multicommunicating involves truly processing multiple activities simultaneously rather than switching between
tasks.
a. True
b. False
ANSWER: False
Indicate the answer choice that best completes the statement or answers the question.
16. Why is cross-functional lateral communication particularly challenging in organizations?
a. Different departments use incompatible technology systems for communication.
b. You must influence coworkers without having management authority over them.
c. Cross-functional communication requires approval from multiple department heads.
d. Different departments have conflicting goals that cannot be reconciled.
ANSWER: b
17. A regional sales manager needs to share performance data with the national sales director for quarterly review.
What type of communication flow does this represent?
a. Downward communication from management to regional employees.
b. Upward communication providing managers with information for decision making.
c. Lateral communication between managers at the same organizational level.
d. Cross-functional communication between different business departments.
ANSWER: b
18. A hiring manager prefers to hire people with no experience and train them 'the company way' rather than hiring
experienced candidates from competitors. What type of communication barrier does this represent?
a. Language barriers caused by different professional terminology and jargon.
b. Attitudinal barriers based on personal beliefs about training and experience.
c. Cultural barriers related to different workplace practices and values.
d. Emotional barriers caused by strong feelings about competitor companies.
ANSWER: b
19. What does the chapter suggest about the relationship between message complexity and media richness?
a. All business messages should use the richest media available for maximum impact.
b. Complex and emotional messages are best delivered with rich media.
c. Lean media are always more efficient than rich media for business communication.
d. Media richness has no significant impact on communication effectiveness.
ANSWER: b
Page 3
, Name: Class: Date:
Chap 01 12e - Newman
20. A customer service representative notices that a client becomes defensive when discussing billing issues. How
should they respond to overcome this emotional barrier?
a. Continue explaining billing procedures until the client understands the policies.
b. Describe what they observe, ask questions, and demonstrate empathy for the client's situation.
c. Transfer the call to a supervisor to avoid dealing with the emotional response.
d. End the conversation quickly to prevent further escalation of emotions.
ANSWER: b
21. What does the chapter suggest about the relationship between individual ethics and family values?
a. Individual ethics are completely separate from family influences and childhood experiences.
b. Individual ethics are based on family values, heritage, and personal experience.
c. Individual ethics should always override family values in professional settings.
d. Family values are more important than individual ethics in business communication.
ANSWER: b
22. A retail company needs to notify customers about a product recall for safety reasons. Which communication
approach would be most appropriate?
a. Post the recall notice only on the company website to avoid creating panic.
b. Use multiple communication channels including email, text, and social media for broad reach.
c. Send printed letters to customers' home addresses for formal documentation.
d. Make phone calls to each customer to personally explain the recall details.
ANSWER: b
23. A manager discovers that AI-generated content for their report contains potentially copyrighted material. What
should they do to maintain ethical AI use?
a. Use the content since AI tools automatically handle copyright permissions.
b. Revise and rephrase the AI content as they would from any other source.
c. Include a disclaimer stating that AI generated the potentially copyrighted content.
d. Switch to a different AI platform that guarantees copyright-free content.
ANSWER: b
24. What does the chapter suggest about the iterative nature of communication?
a. Communication is a linear process that moves from sender to receiver without feedback.
b. Communication involves back-and-forth interaction where people create new meaning together.
c. Communication effectiveness depends only on the sender's message clarity and delivery.
d. Communication barriers prevent any meaningful interaction between senders and receivers.
ANSWER: b
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Chap 01 12e - Newman
Indicate whether the statement is true or false.
1. Costco leaders demonstrated accountability by taking responsibility for employee union vote results.
a. True
b. False
ANSWER: True
2. The informal communication network (grapevine) becomes more active when formal communication doesn't
provide needed information.
a. True
b. False
ANSWER: True
3. Text messages are more likely to be opened than emails, making them effective for urgent business
communications.
a. True
b. False
ANSWER: True
4. When using AI tools, maintaining authorship means preserving your authority and authenticity over your work.
a. True
b. False
ANSWER: True
5. Communication barriers may prevent messages from being received exactly as the sender intended.
a. True
b. False
ANSWER: True
6. Character is a fixed trait that cannot be developed or changed over time.
a. True
b. False
ANSWER: False
7. According to the chapter, only 10% to 15% of people have both high internal and high external self-awareness.
a. True
b. False
ANSWER: True
Page 1
,Name: Class: Date:
Chap 01 12e - Newman
8. Communication is the most important skill that employers value for college graduates to be successful at work.
a. True
b. False
ANSWER: True
9. The CAM communication model begins with audience analysis before considering character factors.
a. True
b. False
ANSWER: False
10. Complex and emotional messages are best delivered with rich media that allow for real-time interaction.
a. True
b. False
ANSWER: True
11. Self-awareness was identified as the most important capability for leaders to develop by Stanford Graduate
School of Business's Advisory Council.
a. True
b. False
ANSWER: True
12. Cross-functional lateral communication is challenging because you must influence coworkers without having
management authority over them.
a. True
b. False
ANSWER: True
13. The chapter identifies professional, social, and individual ethics as the three types that guide behavior.
a. True
b. False
ANSWER: True
14. Denotation refers to the literal, dictionary meaning of a word while connotation refers to the subjective,
emotional meaning.
a. True
b. False
ANSWER: True
Page 2
,Name: Class: Date:
Chap 01 12e - Newman
15. Multicommunicating involves truly processing multiple activities simultaneously rather than switching between
tasks.
a. True
b. False
ANSWER: False
Indicate the answer choice that best completes the statement or answers the question.
16. Why is cross-functional lateral communication particularly challenging in organizations?
a. Different departments use incompatible technology systems for communication.
b. You must influence coworkers without having management authority over them.
c. Cross-functional communication requires approval from multiple department heads.
d. Different departments have conflicting goals that cannot be reconciled.
ANSWER: b
17. A regional sales manager needs to share performance data with the national sales director for quarterly review.
What type of communication flow does this represent?
a. Downward communication from management to regional employees.
b. Upward communication providing managers with information for decision making.
c. Lateral communication between managers at the same organizational level.
d. Cross-functional communication between different business departments.
ANSWER: b
18. A hiring manager prefers to hire people with no experience and train them 'the company way' rather than hiring
experienced candidates from competitors. What type of communication barrier does this represent?
a. Language barriers caused by different professional terminology and jargon.
b. Attitudinal barriers based on personal beliefs about training and experience.
c. Cultural barriers related to different workplace practices and values.
d. Emotional barriers caused by strong feelings about competitor companies.
ANSWER: b
19. What does the chapter suggest about the relationship between message complexity and media richness?
a. All business messages should use the richest media available for maximum impact.
b. Complex and emotional messages are best delivered with rich media.
c. Lean media are always more efficient than rich media for business communication.
d. Media richness has no significant impact on communication effectiveness.
ANSWER: b
Page 3
, Name: Class: Date:
Chap 01 12e - Newman
20. A customer service representative notices that a client becomes defensive when discussing billing issues. How
should they respond to overcome this emotional barrier?
a. Continue explaining billing procedures until the client understands the policies.
b. Describe what they observe, ask questions, and demonstrate empathy for the client's situation.
c. Transfer the call to a supervisor to avoid dealing with the emotional response.
d. End the conversation quickly to prevent further escalation of emotions.
ANSWER: b
21. What does the chapter suggest about the relationship between individual ethics and family values?
a. Individual ethics are completely separate from family influences and childhood experiences.
b. Individual ethics are based on family values, heritage, and personal experience.
c. Individual ethics should always override family values in professional settings.
d. Family values are more important than individual ethics in business communication.
ANSWER: b
22. A retail company needs to notify customers about a product recall for safety reasons. Which communication
approach would be most appropriate?
a. Post the recall notice only on the company website to avoid creating panic.
b. Use multiple communication channels including email, text, and social media for broad reach.
c. Send printed letters to customers' home addresses for formal documentation.
d. Make phone calls to each customer to personally explain the recall details.
ANSWER: b
23. A manager discovers that AI-generated content for their report contains potentially copyrighted material. What
should they do to maintain ethical AI use?
a. Use the content since AI tools automatically handle copyright permissions.
b. Revise and rephrase the AI content as they would from any other source.
c. Include a disclaimer stating that AI generated the potentially copyrighted content.
d. Switch to a different AI platform that guarantees copyright-free content.
ANSWER: b
24. What does the chapter suggest about the iterative nature of communication?
a. Communication is a linear process that moves from sender to receiver without feedback.
b. Communication involves back-and-forth interaction where people create new meaning together.
c. Communication effectiveness depends only on the sender's message clarity and delivery.
d. Communication barriers prevent any meaningful interaction between senders and receivers.
ANSWER: b
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