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.