Chapter 1 Communicating at Work
1. Global communicators will probably be most successful if they
a. learn to speak the language of the country with which they will be doing business.
b. study as many books as possible to learn about the culture of the people with whom they
will be doing business.
c. learn to be sensitive and flexible in dealing with individuals from other cultures.
d. take a class in world religions to prepare them for doing business abroad.
2. Noteworthy changes in today’s dynamic workplace revolve around
a. union participation and regulation.
b. processing and communicating information.
c. taxes and government controls.
d. clothing and dress codes.
3. Among the most significant difficulties in doing business in far-flung countries is dealing with
people who
a. live in different time zones.
b. are similar in most respects except for language
c. differ from you in customs, lifestyles, and religion.
d. use different equipment and technology in conducting business.
4. One important reason that North American companies are expanding into global markets is
that
a. local markets are experiencing excellent sales.
b. communication and transportation systems have improved.
c. the local workplace is becoming more diverse.
d. the population of North America is decreasing.
5. Many businesses today are flattening their management hierarchies. This flattening means that
a. information must flow through more layers of management.
b. it takes longer to make decisions.
c. management hierarchies are more authoritarian than ever before.
d. employees at all levels need excellent communication skills.
6. Which of the following communication technologies allows business people to conduct meetings with
associates around the world?
a. Teleconferencing and videoconferencing
b. E-mail
c. Fax machines
d. Presentation software
7. Amanda’s boss has referred to her as a knowledge worker. Amanda, therefore, knows that she will
be evaluated based on her ability to
, a. get along with others.
b. prepare professional documents.
c. learn.
d. communicate with clients.
8. Your new boss wants you to be able to think critically. You must, therefore, be able to
a. make decisions very quickly.
b. have opinions and ideas that are backed by reasons and evidence.
c. use decision-making software.
d. give good constructive criticism to your colleagues.
9. As employees move up the career ladder,
a. technical skills become more important than oral and written communication skills.
b. ability to use a computer becomes more important than technical skills.
c. ability to use a computer becomes more important than oral and written communication
skills.
d. oral and written communication skills become more important than technical skills.
10. Select the best definition of communication.
a. Communication is the transmission of information from one individual or group to
another.
b. Communication is the transmission of meaning from one individual or group to another.
c. Communication is the transmission of information and meaning from one individual or
group to another.
d. Communication is the transmission of ideas from one individual or group to another.
11. Communication can be considered successful only when
a. ideas are transmitted.
b. meaning is transmitted.
c. a message is put into words.
d. the meaning of the message is bypassed.
12. The first step in the communication process is
a. information transmission.
b. message transmission.
c. idea formation.
d. message encoding.
13. John selects a background showing the sun, a beach, and palm trees for his software presentation on
island travel. John is involved in what part of Examining the Process of Communication?
a. evaluating the message
b. encoding the message ???
c. decoding the message
d. selecting the channel ???
,14. When GM tried to sell its car, the Nova, in Mexico, it encountered a problem with
__________ because “no va” means “it does not go” in Spanish.
a. bypassing
b. frame of reference
c. improper channel
d. lack of feedback
15. E-mail, cell phones, letters, memorandums, Web pages, and reports are all examples of
a. channels.
b. messages.
c. encoding tools.
d. software.
16. While Brianna is speaking to her friend on her cell phone, static interferes with the call. This
interruption in the transmission of the message is called
a. bypassing.
b. vibration.
c. noise.
d. frame of reference.
17. Charles must send an e-mail message to a client in Paris. He is carefully selecting his words to ensure
that his Parisian client, who speaks English as a second language, will understand them. He is
involved in which part of the communication process?
a. Message encoding
b. Idea formation
c. Message transmission
d. Message decoding
18. Lucy is carefully reading her boss’s e-mail message to determine what he wants her to do. She is
involved in the __________ part of the communication process.
a. encoding
b. channel
c. decoding
d. feedback
19. Communication takes place only when the
a. receiver gives the sender the preferred feedback.
b. receiver clearly hears the message as the sender intended.
c. receiver understands the meaning intended by the sender.
d. sender gives the receiver useful feedback.
20. Bill responds to John’s idea with the comment, “That’s a great idea! Let’s give it a try.” Bill’s
response is an example of
a. noise.
b. feedback.
, c. frame of reference.
d. bypassing.
21. Problems with the clarity of a message can be discovered through
a. noise.
b. semantic obstacles.
c. bypassing.
d. feedback.
22. Which of the following is the most useful feedback?
a. If I understand you correctly, your recommendation is to offer computer training to all new
employees.
b. I can’t imagine why you think training would be helpful to new employees.
c. That idea can’t possibly work.
d. All employees need computers.
23. Amber says that she will complete the report “soon.” Amber plans to submit the report in three days;
her boss expects to see the report the next morning. This misunderstanding results from
a. bypassing.
b. differing frames of reference.
c. evaluative feedback.
d. using the incorrect communication channel.
24. Differences in frame of reference are especially significant when
a. working on improving one’s listening skills.
b. communicating with persons from a different culture.
c. overcoming physical barriers to communication.
d. confronted with conflicting emotions.
25. Managers of a large North American company were sent to Finland to supervise operations. Not
realizing that employees in Finland prefer written communication to face-to-face interaction, the North
Americans could not understand why many of their personally delivered instructions were not
implemented. A significant barrier to communication in this instance could be attributed to
a. bypassing.
b. lack of listening skills.
c. failure to recognize different frames of reference.
d. emotional interference caused when senders or receivers are distracted by internal feelings.
26. A poorly written résumé that contains typographical errors
a. is an example of bypassing.
b. presents a physical distraction in the communication process.
c. demonstrates an incorrect channel for communication.
d. exemplifies faulty decoding.
27. Sailing through her software presentation to new employees, Jill noticed a stony gaze on the eyes of
some listeners. She then slowed down, reviewed the main points, and paused to encourage questions.
Jill was striving to overcome communication barriers by
1. Global communicators will probably be most successful if they
a. learn to speak the language of the country with which they will be doing business.
b. study as many books as possible to learn about the culture of the people with whom they
will be doing business.
c. learn to be sensitive and flexible in dealing with individuals from other cultures.
d. take a class in world religions to prepare them for doing business abroad.
2. Noteworthy changes in today’s dynamic workplace revolve around
a. union participation and regulation.
b. processing and communicating information.
c. taxes and government controls.
d. clothing and dress codes.
3. Among the most significant difficulties in doing business in far-flung countries is dealing with
people who
a. live in different time zones.
b. are similar in most respects except for language
c. differ from you in customs, lifestyles, and religion.
d. use different equipment and technology in conducting business.
4. One important reason that North American companies are expanding into global markets is
that
a. local markets are experiencing excellent sales.
b. communication and transportation systems have improved.
c. the local workplace is becoming more diverse.
d. the population of North America is decreasing.
5. Many businesses today are flattening their management hierarchies. This flattening means that
a. information must flow through more layers of management.
b. it takes longer to make decisions.
c. management hierarchies are more authoritarian than ever before.
d. employees at all levels need excellent communication skills.
6. Which of the following communication technologies allows business people to conduct meetings with
associates around the world?
a. Teleconferencing and videoconferencing
b. E-mail
c. Fax machines
d. Presentation software
7. Amanda’s boss has referred to her as a knowledge worker. Amanda, therefore, knows that she will
be evaluated based on her ability to
, a. get along with others.
b. prepare professional documents.
c. learn.
d. communicate with clients.
8. Your new boss wants you to be able to think critically. You must, therefore, be able to
a. make decisions very quickly.
b. have opinions and ideas that are backed by reasons and evidence.
c. use decision-making software.
d. give good constructive criticism to your colleagues.
9. As employees move up the career ladder,
a. technical skills become more important than oral and written communication skills.
b. ability to use a computer becomes more important than technical skills.
c. ability to use a computer becomes more important than oral and written communication
skills.
d. oral and written communication skills become more important than technical skills.
10. Select the best definition of communication.
a. Communication is the transmission of information from one individual or group to
another.
b. Communication is the transmission of meaning from one individual or group to another.
c. Communication is the transmission of information and meaning from one individual or
group to another.
d. Communication is the transmission of ideas from one individual or group to another.
11. Communication can be considered successful only when
a. ideas are transmitted.
b. meaning is transmitted.
c. a message is put into words.
d. the meaning of the message is bypassed.
12. The first step in the communication process is
a. information transmission.
b. message transmission.
c. idea formation.
d. message encoding.
13. John selects a background showing the sun, a beach, and palm trees for his software presentation on
island travel. John is involved in what part of Examining the Process of Communication?
a. evaluating the message
b. encoding the message ???
c. decoding the message
d. selecting the channel ???
,14. When GM tried to sell its car, the Nova, in Mexico, it encountered a problem with
__________ because “no va” means “it does not go” in Spanish.
a. bypassing
b. frame of reference
c. improper channel
d. lack of feedback
15. E-mail, cell phones, letters, memorandums, Web pages, and reports are all examples of
a. channels.
b. messages.
c. encoding tools.
d. software.
16. While Brianna is speaking to her friend on her cell phone, static interferes with the call. This
interruption in the transmission of the message is called
a. bypassing.
b. vibration.
c. noise.
d. frame of reference.
17. Charles must send an e-mail message to a client in Paris. He is carefully selecting his words to ensure
that his Parisian client, who speaks English as a second language, will understand them. He is
involved in which part of the communication process?
a. Message encoding
b. Idea formation
c. Message transmission
d. Message decoding
18. Lucy is carefully reading her boss’s e-mail message to determine what he wants her to do. She is
involved in the __________ part of the communication process.
a. encoding
b. channel
c. decoding
d. feedback
19. Communication takes place only when the
a. receiver gives the sender the preferred feedback.
b. receiver clearly hears the message as the sender intended.
c. receiver understands the meaning intended by the sender.
d. sender gives the receiver useful feedback.
20. Bill responds to John’s idea with the comment, “That’s a great idea! Let’s give it a try.” Bill’s
response is an example of
a. noise.
b. feedback.
, c. frame of reference.
d. bypassing.
21. Problems with the clarity of a message can be discovered through
a. noise.
b. semantic obstacles.
c. bypassing.
d. feedback.
22. Which of the following is the most useful feedback?
a. If I understand you correctly, your recommendation is to offer computer training to all new
employees.
b. I can’t imagine why you think training would be helpful to new employees.
c. That idea can’t possibly work.
d. All employees need computers.
23. Amber says that she will complete the report “soon.” Amber plans to submit the report in three days;
her boss expects to see the report the next morning. This misunderstanding results from
a. bypassing.
b. differing frames of reference.
c. evaluative feedback.
d. using the incorrect communication channel.
24. Differences in frame of reference are especially significant when
a. working on improving one’s listening skills.
b. communicating with persons from a different culture.
c. overcoming physical barriers to communication.
d. confronted with conflicting emotions.
25. Managers of a large North American company were sent to Finland to supervise operations. Not
realizing that employees in Finland prefer written communication to face-to-face interaction, the North
Americans could not understand why many of their personally delivered instructions were not
implemented. A significant barrier to communication in this instance could be attributed to
a. bypassing.
b. lack of listening skills.
c. failure to recognize different frames of reference.
d. emotional interference caused when senders or receivers are distracted by internal feelings.
26. A poorly written résumé that contains typographical errors
a. is an example of bypassing.
b. presents a physical distraction in the communication process.
c. demonstrates an incorrect channel for communication.
d. exemplifies faulty decoding.
27. Sailing through her software presentation to new employees, Jill noticed a stony gaze on the eyes of
some listeners. She then slowed down, reviewed the main points, and paused to encourage questions.
Jill was striving to overcome communication barriers by
