Business and Professional Communication

BUSINESS 1303 Business and Professional Communication 2e Quintanilla and Wahl Instructor Resource Chapter 1: Business and Professional Excellence in the Workplace Test Bank Chapter 1: Business and Professional Excellence in the Workplace Test Bank 1. Shyness describes what type of communication apprehension? *a. trait b. group c. introverted d. evaluative Learning objective number: 1-7 Cognitive domain: Knowledge Answer location: Types of Communication Apprehension Question type: MC 2. KEYS, a communication process designed to enhance your ability to critically assess and then improve your communication skills, stands for *a. know yourself, evaluate the professional context, your communication interaction, step back and reflect. b. kinesics, extemporaneous, your nonverbal and verbal, strengths and weaknesses. c. know your communication, evaluate the reaction, your communication competencies, success strategies. d. keys to communication skills, exemplify and enhance, your own and the communication of others, signs and symbols. Learning objective number: 1-4 Cognitive domain: Knowledge Answer location: Understanding the KEYS process Question type: MC 3. Holding a meeting late on Friday afternoon just before closing an office may create that will interfere with your message. a. a feedback loop b. truancy *c. internal noise d. fatigue Learning objective number: 1-5 Cognitive domain: Comprehension Answer location: Noise Question type: MC 4. A cell phone ringing in the middle of class is an example of *a. external noise. b. a distraction. c. a noise channel. d. nonverbal communication. Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Noise Question type: MC 5. and feedback are critical to the success of business and professional communication. a. Perspective taking b. Emotional control *c. Role-taking d. Expressiveness Learning objective number: 1-3 Cognitive domain: Knowledge Answer location: Role-Taking Question type: MC 6. How does conspicuousness cause communication apprehension? *a. by creating anxiety about being in the spotlight b. by creating anxiety about others’ evaluations c. by creating anxiety about a formal environment d. by creating anxiety about doing something new Learning objective number: 1-7 Cognitive domain: Knowledge Answer location: Causes of Communication Apprehension Question type: MC 7. Senders messages, while receivers of messages are left to them. *a. encode; decode b. decode; encode c. encrypt; decrypt d. decrypt; encrypt Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Explain the Components of the Communication Model Question type: MC 8. Kim teaches English classes and thinks she is very clear with assignment instructions. However, every student in her class is confused about the instructions throughout the semester. Kim’s behavior is known as a. misinformation. b. communication inefficiency. *c. communication bravado. d. miscommunication. Learning objective number: 1-1 Cognitive domain: Application Answer location: Understanding the Importance of Human Communication in Business and Professional Contexts Question type: MC 9. Since Ben’s supervisor is out sick, Ben has been called on to give an impromptu briefing to the other employees at his company. This situation is likely to cause communication apprehension. a. trait *b. novelty c. subordinate d. formal Learning objective number: 1-7 Cognitive domain: Comprehension Answer location: Causes of Communication Apprehension Question type: MC 10. Ethics is the discussion, determination, and deliberation processes that attempt to decide a. what is right or wrong. b. what others should do or not do. c. what is considered appropriate in our individual, communal, and professional lives. *d. all of the above Learning objective number (if applicable):1 Cognitive domain: Knowledge Answer location: Communication Ethics Question type: MC 11. What is the role of the telephone during a conference call? a. medium *b. channel c. source d. context Learning objective number: 1-5 Cognitive domain: Application Answer location: Channel Question type: MC 12. The location, time, and occasion where communication occurs is referred to as *a. context. b. setting. c. environment. d. background. Learning objective number: 1-2 Cognitive domain: Knowledge Answer location: Context Question type: MC 13. Lisa is about to give a presentation to the other students in her class when she becomes nervous because nobody appears to be focusing on her. What type of communication apprehension is Lisa feeling? *a. lack of attention b. novelty c. formality d. conspicuousness Learning objective number: 1-7 Cognitive domain: Application Answer location: Causes of Communication Apprehension Question type: MC 14. At Robin's new company, Robin is asked to sign an agreement that pledges that he will follow safety guidelines, promote teamwork within his team, and do his job with integrity. What values does this document support? a. team values b. group values *c. organizational values d. institutional values Learning objective number: 1-1 Cognitive domain: Application Answer location: Communication Ethics Question type: MC 15. Jennifer was recently passed up for a promotion in favor of her coworker Ryan. However, Jennifer finds out from another employee that Ryan has been plagiarizing his presentations at work. Jennifer knows this isn't fair, but she doesn't want Ryan to be fired either. What is Jennifer experiencing? a. conflict of interests *b. ethical dilemma c. teamwork dilemma d. coworker dilemma Learning objective number: 1-1 Cognitive domain: Application Answer location: Communication Ethics Question type: MC 16. Travis is nervous about his upcoming speech because the other students will be grading his speech instead of the professor. This is an example of communication apprehension. *a. peer evaluation b. formality c. dissimilarity d. subordinate status Learning objective number: 1-7 Cognitive domain: Application Answer location: Causes of Communication Apprehension Question type: MC 17. Moral principles or rules that determine ethical behaviors are known as a. codes of honor. *b. values. c. beliefs. d. impressions. Learning objective number: 1-1 Cognitive domain: Knowledge Answer location: Communication Ethics Question type: MC 18. The second step in the KEYS process is to educate yourself on the communication interaction. a. True *b. False Learning objective number: 1-1 Cognitive domain: Knowledge Answer location: KEYS for Excellence in the Workplace Question type: TF 19. Those who possess effective communication skills have a trait known as communication bravado. a. True *b. False Learning objective number: 1-1 Cognitive domain: Knowledge Answer location: Understanding the Importance of Human Communication in Business and Professional Contexts Question type: TF 20. Professional excellence means being recognized for your skills as a communicator and serving as a role model to others. *a. True b. False Learning objective number: 1-1 Cognitive domain: Knowledge Answer location: KEYS for Excellence in the Workplace Question type: TF 21. Decoding messages involves the receiver of a message responding to the sender. *a. True b. False Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Explain the Components of the Communication Model Question type: TF 22. The fear of public speaking is known as trait communication apprehension. a. True *b. False Learning objective number: 1-7 Cognitive domain: Knowledge Answer location: Types of Communication Apprehension Question type: TF 23. Leroy is always nervous in social situations and is often considered shy. What type of communication apprehension does Leroy have to manage? a. contextual communication apprehension *b. trait communication apprehension c. audience-based communication apprehension d. situational communication apprehension Learning objective number: 1-7 Cognitive domain: Comprehension Answer location: Types of Communication Apprehension Question type: MC 24. Describe the communication process using key terms and concepts from the chapter. *a. Answer varies. Answers need to include sender, receiver, encoding, decoding, message, feedback, channels, noise, and context. (Figure 1.2) Learning objective number: 1-5 Cognitive domain: Comprehension Answer location: Explain the Components of the Communication Model Question type: ESS 25. Explain the differences between the different types of communication apprehension and how they can work in tandem to create noise in the communication model. *a. Answer varies. Answers should include a review of each of the types of communication apprehension and demonstrate a clear connection between these and noise. Learning objective number: 1-7 Cognitive domain: Comprehension Answer location: Types of Communication Apprehension Question type: ESS 26. Think about how you use social media in professional contexts. How can it be helpful in enhancing your professional excellence? How can it be harmful to your professional excellence? *a. Answer varies Answers should include references to intercultural sensitivity, deciding when to use social media, and impact on face-to-face communication. Learning objective number: 1-6 Cognitive domain: Comprehension Answer location: Social Media and Technology: Key Challenges in a Communication Age Question type: ESS 27. Feedback points to the need for us, as communicators, to look to for cues from the other person with whom we are communicating. *a. True b. False Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Message and Feedback Question type: TF 28. Messages and feedback are essentially the same thing in the communication model. *a. True b. False Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Message and Feedback Question type: TF 29. To say that you cannot not communicate is to say that everything is communication. a. True *b. False Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Message and Feedback Question type: TF 30. refers to the location, time, and occasion where communication occurs. a. Environment *b. Context c. Temporality d. Atmosphere Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Context Question type: MC 31. encompasses any internal condition or state that interferes with the communicator’s ability to focus on the message. a. Intrinsic noise b. Extrinsic noise c. External noise *d. Internal noise Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Noise Question type: MC 32. considerations are the variety of factors important for us to consider in any scenario in which we’re making a decision, conducting an evaluation, or making a selection. *a. Ethical b. Pragmatic c. Instrumental d. Relational Learning objective number: 1-8 Cognitive domain: Knowledge Answer location: Communication Ethics Question type: MC 33. Situations that do not seem to present clear choices between right and wrong are called a. paradoxes. b. conundrums. *c. ethical dilemmas. d. tight spots. Learning objective number: 1-8 Cognitive domain: Knowledge Answer location: Ethical Communication Question type: MC 34. are moral principles or rules that determine ethical behaviors. *a. Values b. Ethics c. Expectations d. Norms Learning objective number: 1-8 Cognitive domain: Knowledge Answer location: Communication Ethics Question type: MC 35. Relational communication consists of all of the following EXCEPT a. initiation b. maintenance c. disengagement *d. crisis management Learning objective number: 1-3 Cognitive domain: Knowledge Answer location: Relational Communication Question type: MC 36. Professional excellence equates to communicating a message effectively. a. True *b. False Learning objective number: 1-1 Cognitive domain: Knowledge Answer location: Business and Professional Excellence in Context Question type: TF 37. Joe was getting ready for his first performance evaluation at his new company. He had made a list of all the things that he felt he needed to improve upon as was the custom at his previous organization. He was surprised when he walked into his evaluation meeting to find his supervisor ready to discuss how he can develop himself for promotional opportunities. What element of the importance of human communication in business and professional contexts does this example illustrate? *a. Communicators are impacted by their previous communication experiences. b. Role-taking is critical to the success of business and professional communication. c. Feedback is critical to the success of business and professional communication. d. Physical surroundings influence communicators. Learning objective number: 1-3 Cognitive domain: Comprehension Answer location: Previous Communication Experiences Question type: MC 38. Jose was getting ready for his first performance evaluation at his new company. The room where the evaluation was to take place was cramped and dimly lit. He was uncomfortable and this highlighted his nervousness. Though he had prepared for an open, honest discussion with his supervisor, he found himself to be more defensive when he was confronted with constructive feedback. What element of the importance of human communication in business and professional contexts does this example illustrate? a. Communicators are impacted by their previous communication experiences. b. Role-taking is critical to the success of business and professional communication. c. Feedback is critical to the success of business and professional communication. *d. Physical surroundings influence communicators. Learning objective number: 1-3 Cognitive domain: Comprehension Answer location: Communication Channels Question type: MC 39. Define and describe three types of communication apprehension. *a. Answer varies. Answers need to include three of the following: (1) trait communication apprehension: possessing a shy trait; the tendency to avoid social situations and not raise their hand in class, (2) context-based communication apprehension: fear of speaking in certain contexts (public speaking), (3) audience-based communication apprehension: fear of speaking to certain people or groups, and (4) situational communication apprehension: fear of speaking in certain circumstances Learning objective number: 1-7 Cognitive domain: Comprehension Answer location: Types of Communication Apprehension Question type: ESS 40. The KEYS process is designed to *a. enhance your ability to critically assess and then improve your communication skills. b. simplify communication in the workplace. c. provide organizations with a fool-proof route to success. d. identify the best possible communication channel. Learning objective number: 1-4 Cognitive domain: Knowledge Answer location: Understanding the KEYS Process Question type: MC 41. Human communication is defined as a. effectively sending and receiving messages. *b. the process of understanding our experiences and the experiences of others through the use of verbal and nonverbal communication. c. the process of coming to an understanding with another human being. d. expressing your viewpoint in a way that others will accept and/or adopt. Learning objective number: 1-1 Cognitive domain: Knowledge Answer location: Understanding the Importance of Human Communication in Business and Professional Contexts Question type: MC 42. The fact that technology allows us to connect with people across the globe means that we are well prepared to communicate effectively through these channels with others living and working in different cultural contexts. a. True *b. False Learning objective number: 1-6 Cognitive domain: Knowledge Answer location: Social Media and Technology: Key Challenges in the Communication Age Question type: TF 43. Jose was concerned about a memo he received from his supervisor, Kayla, regarding a change in the pay structure. He was anxious for a response and did not know where she was, so he sent her a text message asking specific questions about the memo. Kayla received the message and, given its complexity, did not respond right away. Jose became frustrated and even more anxious about the changes, and ultimately went to Kayla’s immediate supervisor for clarity. This created problems in his working relationship with Kayla and Kayla’s supervisor. Given the complexity of the message, what communication channel should Jose have used in the first place to avoid this situation? a. e-mail b. memo c. social media *d. face-to-face Learning objective number: 1-6 Cognitive domain: Analysis Answer location: Social Media and Technology: Key Challenges in the Communication Age Question type: MC 44. What does it mean to say that one cannot not communicate? a. Everything is communication. *b. Messages have both a verbal and nonverbal component. c. Messages that constitute communication are only verbal. d. Messages that constitute communication are only nonverbal. Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Message and Feedback Question type: MC 45. The is the method by which you send the message. a. avenue b. conduit c. conductor *d. channel Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Channel Question type: MC 46. Why is it important to understand the communication context in any communication situation? *a. so you can let the context shape your message b. so you can change the context to better suit your purposes c. so you can tell others how they should change the context to better suit your purposes d. All of the above Learning objective number: 1-2 Cognitive domain: Knowledge Answer location: Context Question type: MC 47. Communication channels all have the same strengths and weaknesses. a. True *b. False Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Channel Question type: TF 48. Blythe’s supervisor routinely holds their team meetings at 4 p.m. on a Friday. Blythe finds it difficult to pay attention because by that time she is starting to mentally prepare for the demands of her weekend. What kind of noise is affecting Blythe’s ability to pay attention? *a. internal noise b. external noise c. surface noise d. deep-level noise Learning objective number: 1-5 Cognitive domain: Application Answer location: Noise Question type: MC 49. When you are experiencing anxiety stemming from a concern about how your coworkers will respond to you, your communication apprehension is being caused by a. formality. b. novelty. c. subordinate status. *d. peer evaluation. Learning objective number: 1-5 Cognitive domain: Knowledge Answer location: Causes of Communication Apprehension Question type: MC 50. Eduardo is not comfortable with his company’s work-life policies. Specifically, he feels that employees without children should be given the same flexibility and opportunities for paid time off as employees with children. He has noticed many of his colleagues that are parents get time off work when their children are sick. As a result, in order to even things out, he has begun claiming illness to get paid time off work even when he is feeling just fine. He feels guilty but also feels justified in lying to his boss. What is Eduardo caught in? a. a bad cycle *b. an ethical dilemma c. a paradox d. He isn’t caught in anything; this is just how business is done. Learning objective number: 1-1 Cognitive domain: Comprehension Answer location: Communication Ethics Question type: MC 51. Imagine you are in a management position and need to roll out what you anticipate will be an unpopular change in the pay structure at your organization. This change will mean several lower level employees will receive pay cuts and many of your current positions will be reorganized. What kinds of things should you consider as you decide how to convey this message to your team? Frame your discussion around the KEYS process. Include concepts discussed in the communication model with particular attention paid to noise, feedback, and communication channel. You should also incorporate the textbook’s discussion of ethical communication. *a. Answer varies Learning objective number: 1-5 Cognitive domain: Analysis Answer location: Understanding the Keys Process, Model Communication: A Complex Process, Ethical Communication Question type: ESS