Business Communication Essentials, 7e Bovee TestBank Completed with correct Answers

Business Communication Essentials, 7e Bovee TestBank Completed with correct Answers Business Communication Essentials, 7e Bovee TB1 Copyright © 2016 Pearson Education, Inc. Business Communication Essentials, 7e (Bovee/Thill) Chapter 1 Understanding Business Communication in Today's Workplace 1) How does communication affect the leadership process? A) The higher in the organization one moves, the more employees one has to handle communication issues. B) The lower in the organization one is, the more one is judged on communication skills. C) The lower in the organization one is, the more often one's work is reviewed for accuracy and attention to basic communication conventions. D) The higher in the organization one moves, the more time one spends on the task of communicating. E) The higher in the organization one moves, the less time one spends on the task of communicating. Answer: D Explanation: D) If you launch a company or move into an executive role in an existing organization, you can expect communication to consume the majority of your time. Top executives spend most of their workdays communicating, and businesspeople who can't communicate well don't stand much chance of reaching the top. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synthesis AACSB: Interpersonal Relations and teamwork 2) Which of the following communication skills is least likely to be a major advantage for a recent college graduate in the workplace? A) Computer skills B) Writing skills C) Listening skills D) Speaking skills E) Adjusting communications skills to any given situation Answer: A Explanation: A) Employers sometimes express frustration at the poor communication skills of many employees—particularly recent college graduates who haven't yet learned how to adapt their communication styles to a professional business environment. If you learn to write well, speak well, listen well, and recognize the appropriate way to communicate in any situation, you'll gain a major advantage that will serve you throughout your career. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork2 Copyright © 2016 Pearson Education, Inc. 3) Which of the following best describes the process of communication? A) Transferring of information between senders and receivers B) Using digital media to convey data C) Providing inspiration to others D) Agreed upon meaning E) Selling an idea to those who may need it Answer: A Explanation: A) Communication is the process of transferring information and meaning between senders and receivers using a variety of methods and resources. It may or may not inspire others, and meaning may not be agreed upon. The essence of communication is sharing in a way that benefits both the sender and the receiver. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Compose and shape business messages Difficulty: Easy Classification: Concept AACSB: Application of knowledge 4) Which of the following best supports the need for effective communication in a person's career? A) The more technical the position, the less likely the employee will need to communicate outside of the organization. B) The higher in the organization an employee is, the more likely the employee will need to communicate effectively both internally and externally to the organization. C) The higher in the organization an employee is, the less likely the employee will need to communicate effectively both internally and externally to the organization. D) Top executives spend very little of the workday communicating with others. E) Top executives spend more time listening than communicating. Answer: B Explanation: B) As one moves into leadership position, more time is consumed by the communication process, including written, verbal listening skills. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Compose and shape business messages Difficulty: Easy Classification: Concept AACSB: Written and oral communication3 Copyright © 2016 Pearson Education, Inc. 5) Which of the following is the result of using an effective communication process in an organization? A) An effective communication process slows down the problem-solving time, allowing for better analysis of options before decisions are made. B) An effective communication process hampers employee satisfaction and increases employee turnover. C) An effective communication process increases timely, reliable information, leading to "information overload" during the decision making process. D) An effective communication process is more costly than other communication processes. E) An effective communication process provides the ability to influence others and their perceptions both in the workplace and in the greater community. Answer: E Explanation: E) Effective communication allows for timely and reliable information, allowing for greater influence in the workplace and community. Effective communication often saves time and resources and allows for a better decision making process. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork 6) Which of the following least supports the purpose of communication? A) Providing data B) Providing information C) Providing inspiration D) Providing control E) Providing insight Answer: D Explanation: D) The essence of communication is sharing–providing data, information, insights, and inspiration in an exchange that benefits both you and the people with whom you are communicating. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork4 Copyright © 2016 Pearson Education, Inc. 7) In which of the following fields would the ability to share complex ideas about a project be critical? A) Engineering B) Sales C) Human resources D) Entrepreneurial start ups E) Independent contractors Answer: A Explanation: A) While strong communication skills in any field is often critical to success, the ability to present complex ideas in a clear and easy to understand manner is most important in technical fields such as engineering and finance. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork 8) Giving opinions and vague impressions allows the reader to form their own opinion about the validity of information provided. Answer: FALSE Explanation: Use concrete language, specific detail and information that is clear, convincing, accurate and ethical. When an opinion is called for, present compelling evidence to support your conclusion. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Written and oral communication 9) Strong communication skills provide an opportunity to stand out from the competition. Answer: TRUE Explanation: The ability to write, speak well, and listen well and the ability to recognize the appropriate way to communicate in any situation will help create a major advantage throughout one's career. Learning Obj.: LO 1.1: Define communication and explain the importance of effective business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Written and oral communication5 Copyright © 2016 Pearson Education, Inc. 10) An audience-centered approach means focusing on what? A) The corporation's needs B) The sender's needs C) Technology use D) The audience's needs E) Time Answer: D Explanation: D) Successful communication is based on providing information based on the audience's needs and level of understanding, not the sender's needs and level of understanding. If the audience does not understand accept a message, the communication has failed, regardless of the sender's needs to communicate. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Reflective thinking 11) Crafting a message to generate a specific response from an audience requires the use of what type of information? A) Practical B) Factual C) Concise D) Clear E) Persuasive Answer: D Explanation: D) Clarifying expectations and responsibilities will generate a specific response from a specific audience, and should clearly state what is expected from them. This is different than a persuasive message that explains the benefits of the desired response. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Reflective thinking6 Copyright © 2016 Pearson Education, Inc. 12) Using concrete and specific language and including evidence to support a conclusion is an example of what type of information? A) Practical B) Factual C) Concise D) Clear E) Persuasive Answer: B Explanation: B) Using concrete language, specific detail, and information that is clear, convincing, accurate and ethical helps support factual information in any communication. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Compose and shape business messages Difficulty: Moderate Classification: Application AACSB: Reflective thinking 13) When developing a recommendation for action that might be construed negatively by stakeholders, what technique should be incorporated in the communication? A) Practical and useful information only B) Factual information that supports the opinion C) Conciseness to save people's time D) Clearly identified concepts E) Persuasive techniques Answer: B Explanation: B) Even when an opinion is called for, presenting compelling evidence to support the opinion is necessary. When presenting information that may be considered negative, an objective, fact based argument will aid in objectivity in the decision-making process. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Analytical Thinking7 Copyright © 2016 Pearson Education, Inc. 14) Performing at a high level and conducting oneself with purpose and pride is an example of what? A) Ethical behavior B) Strong communication skills C) Being a team player D) Ethics E) Professionalism Answer: E Explanation: E) Professionalism is the quality of performing at a high level and includes making meaningful contributions. Distinct traits of professionalism include striving to excel, being dependable and accountable, being a team player, demonstrating etiquette, making ethical decisions and maintaining a positive outlook. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Interpersonal Relations and teamwork 15) Professionalism includes knowing how to contribute to a larger cause, and includes ________. A) Being positive B) Being ethical C) Being a team player D) Being dependable E) Being respectful Answer: C Explanation: C) Professionalism includes being a team player, which includes contributing to a larger cause and making others around them better. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Concept AACSB: Interpersonal Relations and teamwork8 Copyright © 2016 Pearson Education, Inc. 16) A communicator's ability to listen, understand and meet the needs of the reader is an example of what type of communication? A) Audience-centered B) Etiquette based C) Digital D) Chain of command E) Ethical Answer: A Explanation: A) Audience-centered communication focuses on the understanding and meeting the needs of the reader and listener. Audience centered communication involves elements such as the sender's ability to listen, style of writing and speaking and the ability to maintain positive work relationships. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Interpersonal Relations and teamwork 17) Which of the following represents the expected norms of behavior in a particular situation? A) Ethics B) Professionalism C) Being a team player D) Etiquette E) Communication Answer: D Explanation: D) Etiquette is an important element of an audience-centered communication and is different than ethics in that ethics represent moral values, and etiquette is an expected behavior, such as using email communications that are well written, spell checked, etc. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Easy Classification: Concept AACSB: Interpersonal Relations and teamwork9 Copyright © 2016 Pearson Education, Inc. 18) Digital information fluency is often expected of employees by employers. Answer: TRUE Explanation: Given the importance of communication in business, employers expect employees to be competent at a wide range of communication tasks. Recognizing information needs, using efficient search techniques and using gathered information ethically is often referred to as digital information fluency. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Information Technology 19) Audience-centered communication is based on objective, fact based information, not etiquette or other social norms. Answer: FALSE Explanation: An important element of audience-centered communication is etiquette, the expected norms of behavior in a particular situation. Etiquette is as important to effective communication as objective, fact based information. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Interpersonal Relations and teamwork 20) Describe what the six distinct traits of professionalism are. Answer: The trait of being the best includes striving to excel and be the best at everything one does. It is important to excel at every level to build a strong career. The trait of being dependable includes keeping promises and meeting commitments. It is important to learn from mistakes and take responsibility for errors. The trait of being a team player includes knowing how to contribute to a larger cause and making others around them better. The trait of being respectful includes knowing good business etiquette, showing respect for those around them. Respecting others is not only good etiquette, it is essential for one's career. Being ethical includes working to avoid personal ethical lapses and weighing options carefully when facing ethical dilemmas. Being positive includes believing in what one is doing and the ability to get the job done. This includes finding and solving problems instead of complaining about them. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Interpersonal Relations and teamwork10 Copyright © 2016 Pearson Education, Inc. 21) Discuss ways in which mobile technology is challenging the way in which businesses communicate. Answer: Employees are having an increasingly difficult time disengaging from the workplace, while also having more flexibility in meeting personal and professional obligations. Mobile technology reduces operating costs through telecommuting and other nontraditional work models. Mobile use often occurs in environments with multiple distractions and barriers to successful communication. The use of text messaging has changed the way some users write, allowing for potential miscommunication between the sender and receiver. Also, privacy and security issues must be considered when using technology. Learning Obj.: LO 1.2: Explain what it means to communicate as a professional in a business context. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synthesis AACSB: Information Technology 22) The motivation for writing a business message will help determine and shape which of the following? A) Audience reaction to the message B) Audience acceptance to the message C) Audience understanding of the message D) The effectiveness of the message E) The nature of the idea Answer: D Explanation: D) Whether a communication effort will ultimately be effective begins when the sender has an idea, and depends on the nature of the idea and the motivation for sending it. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Written and oral communication11 Copyright © 2016 Pearson Education, Inc. 23) When a communicator expresses an idea with words or images, they are doing which of the following? A) Encoding the idea as a message B) Writing the idea into a message C) Sharing the idea as a message D) Transmitting the idea to the audience E) Developing the idea they want to communicate in the message Answer: A Explanation: A) When someone puts an idea into a message, he or she is encoding it, or expressing it in words or images. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Compose and shape business messages Difficulty: Moderate Classification: Concept AACSB: Written and oral communication 24) The method used to share an idea with an audience is called what? A) Channel B) Encoding C) Medium D) Decoding E) Delivery Answer: C Explanation: C) The medium is the delivery method used to shape the communication. It can include anything from a phone call to an instant message to a slideshow presentation. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Concept AACSB: Written and oral communication12 Copyright © 2016 Pearson Education, Inc. 25) When using a PowerPoint presentation to develop a sales message, the communicator is using PowerPoint as which of the following? A) Random noise B) Channel C) Delivery system D) Medium E) Encoding device Answer: B Explanation: B) The channel is the system used to deliver the message, which is different than the medium, which is the form a message takes. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Plan and prepare business messages Difficulty: Moderate Classification: Concept AACSB: Application of knowledge 26) The ability of the receiver to determine the main idea of the message is known as what? A) Encoding B) Channel C) Medium D) Reading E) Decoding Answer: E Explanation: E) When receiving a message, the receiver needs to extract the idea from the message, a step known as decoding. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Plan and prepare business messages Difficulty: Moderate Classification: Synthesis AACSB: Application of knowledge13 Copyright © 2016 Pearson Education, Inc. 27) Evaluating the effectiveness of a message is most often accomplished in which stage of the Communication Process Model? A) The sender has an idea. B) The sender produces the message in a transmittable medium. C) The audience receives the message. D) The audience decodes the message. E) The receiver provides feedback. Answer: E Explanation: E) When the receiver provides feedback, the sender can evaluate the effectiveness of the communication effort. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Reflective thinking 28) The influence of culture, thinking styles and moods can have the greatest impact on what step of the Communication Process Model? A) Encoding the message B) Transmitting the message C) Decoding the message D) Responding to the message E) Providing feedback Answer: C Explanation: C) Extracting the meaning of a message is a highly personal process that is influenced by culture, experience, learning and thinking styles, hopes, fears and even temporary moods. Audiences tend to extract the meaning they expect to get from a message, even if it is the opposite of what the sender intended. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Reflective thinking14 Copyright © 2016 Pearson Education, Inc. 29) During what step of the Communication Process Model does the receiver's motivation and ability to remember to act on a message become most important? A) When providing feedback B) When responding to the message C) When receiving the message D) When decoding the message E) When selecting the message Answer: B Explanation: B) Whether a receiver responds as the sender hopes depends on the receiver remembering the message long enough to act on it, being able to act on it and being motivated to respond. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Plan and prepare business messages Difficulty: Moderate Classification: Concept AACSB: Application of knowledge 30) A communication method/model that is open to all who wish to participate is considered which of the following? A) Communication Process Model B) Web based Communication Model C) We Talk, You Listen Model D) Social Communication Model E) Broadcasting Model Answer: D Explanation: D) The social communication model is interactive, conversational and usually open to all who wish to participate. Audience members are no longer passive recipients of messages but active participants in a conversation. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Concept AACSB: Application of knowledge15 Copyright © 2016 Pearson Education, Inc. 31) Which of the following would be an example of an effective use of the Social Communication Model? A) Using email to send interoffice memos B) Sharing information on a blog C) Using instant messaging to update team members on the status of a project D) Using virtual meetings E) Town hall meetings for new product launches Answer: C Explanation: C) A sender in social media environments initiates a conversation by sharing information. This information is often revised and reshaped by participants as they share it and comment on it. The communication should be available to all those who wish to participate, not just those invited to participate. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Written and oral communication 32) Which of the following is an advantage of using the Social Communication Model in shaping messages? A) People can take pieces of the communication based on interest. B) The message is well controlled by the sender. C) There is less information overload as users only take what is of most use to them. D) There is increased productivity and increased employee engagement. E) Conversational threads are easier to respond to. Answer: A Explanation: A) Potential problems with the Social Communication Model include information overload, fragmented attention, security risks, distractions that hurt productivity and the need to monitor and respond to numerous conversational threads. The advantage is that people can take information that is of greatest interest to them, and disregard the rest. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Challenging Classification: Synthesis AACSB: Information Technology16 Copyright © 2016 Pearson Education, Inc. 33) Which of the following is one of the most common uses of social media among U.S. businesses? A) Starting conversation threads to end users B) Communicating with stakeholders C) Allowing employees to voice concerns D) Monitoring online discussions about a company E) Increasing the publishing mindset amongst employees Answer: D Explanation: D) Social media have given customers and other stakeholders a new voice. One of the most common uses of social media is the monitoring of online discussion forums about the company or its brands. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Concept AACSB: Information Technology 34) When a receiver offers a smile when reading a message, the sender can be assured the message has been well received. Answer: FALSE Explanation: Nonverbal signals such as gestures and facial expressions can have many different meanings and must be decoded carefully. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Analytical Thinking 35) The potential for failure in the Communication Process Model can happen anywhere during the process. Answer: TRUE Explanation: The communication process can fail at any point in the process based on both the sender and the receiver's motivation and needs during the process. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synthesis AACSB: Analytical Thinking17 Copyright © 2016 Pearson Education, Inc. 36) Discuss ways and examples of how Social Media has changed the way businesses interact with employees and stakeholders. Answer: Audience members are no longer passive recipients of messages but active participants in a conversation. Social media have given customers and other stakeholders a voice they did not have in the past, and businesses are listening to that voice. In fact, one of the most common uses of social media among U.S. businesses is monitoring online discussions about a company and its brands. Inside companies, social media make it easier for employees to voice concerns and frustrations, increasing the changes that managers will address problems that are getting in the way of people doing their jobs. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synthesis AACSB: Analytical Thinking 37) Describe the Communication Process Model and identify potential areas that might cause a failure in the communication process. Answer: The Communication Process Model begins with the sender having an idea. There is the potential for failure in this step if the idea is merely a complaint, or the sender does not fully understand the goal of their message. The second step of the model is encoding the idea as a message. Encoding is based on the sender's beliefs and culture and may not be applicable to the receiver. The third step of the process is producing the message. The potential for error is in not considering what is most appropriate for the audience and their preferences. The fourth step of the process is transmitting the message. The potential for communication breakdown could be the result of technology errors, information overload or a lack of understanding on the part of the receiver. The fifth step of the process is when the audience receives the message. The audience must find value in the message, and find a way to assign value to it. Next, the audience decodes the message. Decoding is done based on the audience's beliefs and values, which may be different from the senders. The seventh step is the receiver's response to the message. The potential for failure in this step is the receiver's ability to remember, act or being motivated to respond. The last step in the process is providing feedback. Feedback can be misinterpreted, incomplete or decoded incorrectly. Learning Obj.: LO 1.3: Describe the communication process model and explain how social media are changing the nature of business communication. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Analytical Thinking18 Copyright © 2016 Pearson Education, Inc. 38) What percent of Internet users access the web at least some of the time with a mobile device? A) 50 percent B) 60 percent C) 70 percent D) 80 percent E) 90 percent Answer: D Explanation: D) Globally, roughly 80 percent of Internet users access the web at least some of the time with a mobile device. For millions of people around the world, a mobile device is their primary way, if not their only way, to access the Internet. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Information Technology 39) Which of the following task is the most common non-voice use of smartphones? A) Reading B) Writing C) Email D) Web browsing E) Blogging Answer: C Explanation: C) Email and web browsing rank first and second in terms of the most common non-voice uses of smartphones, and more email messages are now opened on mobile devices than on PCs. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Easy Classification: Concept AACSB: Information Technology19 Copyright © 2016 Pearson Education, Inc. 40) Which of the following is a primary result of the change in the nature of communication as a result of mobile technology? A) Spelling and grammar skills have improved. B) The relationship between senders and receivers has been altered. C) There are fewer opportunities to create new business. D) There are fewer communication challenges between the sender and receiver. E) Businesses place less emphasis on writing skills. Answer: B Explanation: B) The use of mobile devices has resulted in a change in the nature of communication, including an altering of the relationship between the sender and receiver, while creating opportunities, new challenges and the forcing of professionals to learn new communication skills. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Synthesis AACSB: Information Technology 41) Which of the following best explains the concept of the "mobile first" approach? A) Using mobile devices as a primary means of communication B) Using mobile devices to replace face-to-face meetings C) Requiring employees to be accessible outside of work using mobile technology D) Designing websites specifically for optimum viewing on smartphones and tablets E) Eliminating tradition phone systems in favor of mobile systems Answer: D Explanation: D) Some companies now take a mobile-first approach, in which websites are designed specifically for smartphones and tablets. Some offer apps for more interactive and mobile friendly experience than a conventional website can offer. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Concept AACSB: Information Technology20 Copyright © 2016 Pearson Education, Inc. 42) The ability to send vast amounts of data instantly, constantly, and globally, and the expanding role of social media is referred to as what? A) Radical connectivity B) Mobile first C) Publishing D) Wearable technologies E) Location aware content Answer: A Explanation: A) Nicco Mele coined the term radical connectivity in reference to the vast amounts of data instantly available. Mobile plays an expanding role by keeping people connected 24/7. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Information Technology 43) Which of the following is a disadvantage of mobile connectivity? A) Mobile connectivity can blur the boundaries of personal and professional time and space. B) Mobile connectivity gives employees less flexibility in meeting personal obligations. C) Mobile connectivity increases operating costs. D) Mobile connectivity does not support nontraditional work models. E) Mobile connectivity limits multitasking efforts. Answer: A Explanation: A) The disadvantages of mobile connectivity include blurring the boundaries of personal and professional time and space, preventing people from fully disengaging from work during personal and family time. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Information Technology21 Copyright © 2016 Pearson Education, Inc. 44) Which of the following is true when formatting messages for mobile devices? A) Messages should contain more graphics to aid in readability. B) Messages should be short with several web links embedded in them. C) Messages should be written in a traditional format to aid in understanding. D) Messages should be based on location-aware technology. E) Messages should be formatted differently to make reading easier on mobile devices. Answer: E Explanation: E) Mobile form factors present challenges for creating and consuming content. Email messages need to be written and formatted differently to make them easier to read on mobile devices. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Challenging Classification: Synthesis AACSB: Information Technology 45) Why would an organization develop a policy prohibiting the use of personal devices at the worksite? A) To limit the employee's ability to spend time on personal business B) To encourage employees to use corporate owned equipment C) To encourage the use of equipment that has met corporate security standards D) To limit access to corporate networks and data E) To encourage accessibility for customers and clients Answer: C Explanation: C) Mobile devices create several security and privacy concerns for end users and corporate technology managers alike. These devices don't always have the rigorous security controls that corporate networks need and users don't always use them in secure ways. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Information Technology22 Copyright © 2016 Pearson Education, Inc. 46) Which of the following is true regarding about mobile connectivity in the workplace? A) Mobile connectivity increases decision making time as more research becomes available. B) Mobile connectivity allows for additional research to be conducted during meetings. C) Mobile communication limits quality customer service. D) Mobile communication decreases accuracy of crisis communication efforts. E) Mobile communication requires more engaging experiences for users. Answer: B Explanation: B) Mobile connectivity can accelerate decision making and problem solving by providing information to the right people at the right time. If more information is needed, mobile connectivity allows additional research on the spot. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Information Technology 47) Companies who take a mobile first approach to communication often develop websites that are designed for optimum viewing on smartphones and tablets. Answer: TRUE Explanation: Increasingly, users expect websites to be mobile friendly and tend to avoid sites that are not. As mobile access overtakes computer based access, companies take a mobile first approach in which websites are designed for optimum viewing on smartphones and tablets. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Easy Classification: Application AACSB: Information Technology 48) Globally, roughly 65 percent of Internet users access the web at least some of the time with a mobile device. Answer: FALSE Explanation: Globally, roughly 80 percent, not 65 percent of Internet users access the web at least some of the time with a mobile device. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Easy Classification: Concept AACSB: Information Technology23 Copyright © 2016 Pearson Education, Inc. 49) Today, more email messages are opened on a mobile device than on PCs. Answer: TRUE Explanation: Email and web browsing rank first and second in terms of the most common nonvoice uses of smartphones, and more email messages are now opened on mobile devices than on PCs. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Easy Classification: Concept AACSB: Information Technology 50) Because of the ability to multitask, mobile users become more productive and focused on their work. Answer: FALSE Explanation: Because mobile users are often multitasking, they don't give full attention to the information on their screens. Mobile use often occurs in environments with multiple distractions and barriers to successful communication. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Easy Classification: Application AACSB: Information Technology 51) Companies who limit the use of mobile technology, both internally and externally, stand the best chance of capitalizing on the way people communicate. Answer: FALSE Explanation: Companies must understand and use mobile technology to best capitalize on the way people communicate both internally and externally to the organization. Learning Obj.: LO 1.4: Outline the challenges and opportunities of mobile communication in business. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Application of knowledge24 Copyright © 2016 Pearson Education, Inc. 52) Which of the following should be included in a well-developed, ethical communication? A) Copyrighted material B) Someone else's creative product, but only in your own words C) All relevant information, even if it may be negative D) Visual aids that emphasize some information while minimizing other information E) Statistics and other relevant data that support the reason for the communication Answer: C Explanation: C) Ethical messages should include all relevant information, be true in every way and not deceptive in any way. Unethical communication distorts the truth or manipulates the audience or data. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Ethical understanding and reasoning 53) Which of the following best describe transparency in a communication? A) Providing all relevant data B) Not plagiarizing information C) Stealth marketing D) Providing only information that supports the decision you want made E) Choosing the best alternative when issues are not clear cut Answer: A Explanation: A) Transparency refers to a sense of openness, of giving all participants in a conversation access to the information they need to accurately process the messages they are receiving. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Ethical understanding and reasoning25 Copyright © 2016 Pearson Education, Inc. 54) Which of the following takes place when choosing among alternatives that are not clear cut, but that are ethical and valid? A) Ethical lapse B) Stealth marketing C) Transparency D) Distortion E) Ethical dilemma Answer: E Explanation: E) An ethical dilemma involves choosing among alternatives that are not clear cut. Conflicting alternatives can be both ethical and valid, not necessarily wrong, but with consequences for several parties. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Ethical understanding and reasoning 55) Which of the following best describes an ethical lapse? A) Choosing among alternatives that are not clear cut B) Making an unethical choice C) Recruiting people to promote a product without disclosing the true nature of the communication D) Not giving all participants in a conversation access to the information needed to process information E) Promoting transparency in a conversation Answer: B Explanation: B) Unlike a dilemma, an ethical lapse is a clearly unethical choice. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Ethical understanding and reasoning26 Copyright © 2016 Pearson Education, Inc. 56) Which of the following is not needed to ensure ethical business communications? A) Ethical individuals B) Ethical company leadership C) Appropriate policies D) A code of ethics E) Structures that support ethical decision making Answer: D Explanation: D) Ensuring ethical business communication requires ethical individuals, ethical company leadership, and appropriate policies and structures to support ethical decision making. While a code of ethics supports ethical decision making, the code of ethics is not a required component. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Ethical understanding and reasoning 57) When writing a report that includes all relevant information about a topic, even if it is negative, ensures what type of communication? A) Lengthy B) Professional C) Ethical D) Plagiarized E) Meaningful Answer: C Explanation: C) Ethical reports are reports that include all necessary information, true in every sense, needed to make a sound business decision. Information should not be distorted, one sided, plagiarized or manipulated, and all essential information should be there. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Ethical understanding and reasoning27 Copyright © 2016 Pearson Education, Inc. 58) Which of the following best describes the concept of ethics? A) Protecting information entrusted to your care B) Security measures in software and hardware C) Undistorted data D) Accepted principles of conduct that govern behavior E) A code of conduct Answer: D Explanation: D) Ethics are the accepted principles of conduct that govern behavior within a society. There are many things that can be done to promote an ethical work environment such as security, a code of conduct, and using undistorted data in communications. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Ethical understanding and reasoning 59) When numeric data is exaggerating to promote one idea, or omitted to minimize the consequence of the data, what type of unethical activity is taking place? A) Distorting visuals B) Misrepresenting numbers C) Selective misquoting D) Plagiarism E) Omitting essential information Answer: B Explanation: B) Exaggerating any data, or omitting any data is unethical, but exaggerating or omitted numeric data is an example of misrepresenting numbers. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Ethical understanding and reasoning28 Copyright © 2016 Pearson Education, Inc. 60) Social media has increased the sense of openness in conversation and access to information, often referred to as what? A) Transparency B) Stealth marketing C) Plagiarism D) Ethical lapse E) Diversity Answer: A Explanation: A) The widespread use of social media has increased the attention given to the issue of transparency, which refers to a sense of openness, giving all participants in a conversation access to the information needed to accurately process the messages they are receiving. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Ethical understanding and reasoning 61) Ethics are the accepted principles of conduct that govern behavior within a society. Answer: TRUE Explanation: Ethics are accepted principles that govern behavior within a society, and are often supported by laws. Corporate ethics may also include issues that are legal under law, but still not appropriate for the business. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Ethical understanding and reasoning 62) Stealth marketing is illegal. Answer: FALSE Explanation: Stealth marketing is not illegal, but many, including the Federal Trade Commission feel it is unethical. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Ethical understanding and reasoning29 Copyright © 2016 Pearson Education, Inc. 63) A corporate code of ethics provides employees with explicit ethics policies and procedures for all potential workplace issues. Answer: FALSE Explanation: A corporate code of ethics will not provide policies and procedures for ALL potential workplace issues. Rather, a code of ethics will serve as a guideline, offering policies and structures to support ethical decision making. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Application AACSB: Ethical understanding and reasoning 64) Discuss why only presenting data that supports a recommendation, when negative data might be relevant, is considered unethical. Answer: Data is used to make decisions within the organization. When numbers and statistics are manipulated, exaggerated, altered or omitted, a decision might be made that would not be appropriate given the entire set of data. Manipulating data to influence a decision could have long-term effects on the organization. The widespread use of social media has increased the attention given to the issue of transparency—giving all participants and stakeholders access to information needed to accurately process the messages they are receiving. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Ethical understanding and reasoning 65) Discuss why stealth marketing is unethical. Answer: Stealth marketing is a practice used by some companies to promote a product or idea. Companies recruit people to promote products to friends and other contacts in exchange for free samples or other rewards without requiring them to disclose the true nature of the communication. The Federal Trade Commission asserts that these techniques are deceptive because they don't give their targets the opportunity to raise their instinctive defenses against the persuasive powers of marketing messages. Stealth marketing allows a reward or benefit to be given to someone for the promotion of the product, without the general public being made aware of the promotion. Stealth marketing can be done using "likes", on social media sites, etc. Learning Obj.: LO 1.5: Define ethics, explain the difference between an ethical dilemma and an ethical lapse, and list six guidelines for making ethical choices. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Challenging Classification: Synthesis AACSB: Ethical understanding and reasoning30 Copyright © 2016 Pearson Education, Inc. 66) What is the competitive advantage of a diverse workforce? A) A shared systems of beliefs B) Increased communication opportunities C) Increased cultural competency D) A broader understanding of diverse markets E) Better utilization of skill sets Answer: D Explanation: D) Smart business leaders recognize the competitive advantages of a diverse workforce that offers a broader spectrum of viewpoints and ideas, helps companies understand and identify with diverse markets, and enables companies to benefit from a wider range of employee talents. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Moderate Classification: Application AACSB: Diverse and multicultural work environments 67) Which of the following best describes the characteristics and experiences that define each of us as individuals? A) Diversity B) Culture C) Cultural context D) Social behavior E) Practical intelligence Answer: A Explanation: A) Throughout one's career, employees will interact with people from a variety of cultures, people who differ in race, age, gender, sexual orientation, national and regional attitudes and beliefs, family structure, religion, native language, physical and cognitive abilities, life experience, and educational background. Although the concept is often narrowly framed in terms of ethnic background, a broader and more useful definition of diversity includes "all the characteristics and experiences that define each of us as individuals". Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Easy Classification: Concept AACSB: Diverse and multicultural work environments31 Copyright © 2016 Pearson Education, Inc. 68) When developing communication that ensures the message can be sent and understood across a variety of cultures, the sender is practicing what? A) Stereotyping B) Cultural competency skills C) Exemplary social custom skills D) Practical intelligence E) Ethnocentrism Answer: B Explanation: B) Cultural competency is an appreciation for cultural differences that affect communication and the ability to adjust one's communication style to ensure that efforts to send and receive messages across cultural boundaries are successful. It requires a combination of attitude, knowledge, and skills. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Diverse and multicultural work environments 69) The pattern of physical cues, environmental stimuli and implicit understanding that affect a communication is known as what? A) Social customs B) Ethnocentrism C) Practical intelligence D) Cultural context E) Diversity Answer: D Explanation: D) Every attempt at communication occurs within a cultural context, the pattern of physical cues, environmental stimuli, and implicit understanding that convey meaning between two members of the same culture. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Diverse and multicultural work environments32 Copyright © 2016 Pearson Education, Inc. 70) The goal of communication in a high context culture is what? A) To use visual cues to convey meaning B) To exchange information C) To focus on results D) To build relationships E) To ensure a legal decision making process Answer: D Explanation: D) In low-context cultures, businesspeople tend to focus on the results of the decisions they face, a reflection of the cultural emphasis on logic and progress. In comparison, higher-context cultures emphasize the means or the method by which a decision will be made. Building or protecting relationships can be as important as the facts and information used in making the decisions. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Concept AACSB: Interpersonal Relations and teamwork 71) Which of the following would be least helpful when developing ethical messages in an international work environment? A) Seek mutual ground B) Send and receive messages without judgment C) Have the legal department ensure the validity of a contract D) Send messages that are honest E) Show respect for cultural differences Answer: C Explanation: C) While a manager from a U.S. company would tend to view a signed contract as the end of the negotiating process, with all the details hammered out, his or her counterpart in many Asian cultures might view the signed contract as an agreement to do business–and only then begin to negotiate the details of the deal. Legal issues vary by country, and this is least likely to ensure an ethical message. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synthesis AACSB: Diverse and multicultural work environments33 Copyright © 2016 Pearson Education, Inc. 72) The tendency to judge all other groups according to the standards of one's own group is called what? A) Stereotyping B) Discrimination C) Bias D) Culture E) Ethnocentrism Answer: E Explanation: E) Ethnocentrism is the tendency to judge all other groups according to the standards, behaviors, and customs of one's own group. When making such comparisons, people often decide that their own group is superior. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Describe best practices in team and interpersonal communication Difficulty: Easy Classification: Concept AACSB: Diverse and multicultural work environments 73) Which of the following would be most helpful when working with people from other cultures? A) Communicating based on your own cultural norms so as not to confuse others B) Recognizing your own cultural biases C) Assuming others are as culturally aware as you D) Stereotyping to increase basic understanding of the culture E) Explaining the advantages of your way of thought Answer: B Explanation: B) Recognizing our own cultural biases and working to minimize those will improve the communication process. Communication should be meaningful to the audience, and that audience may or may not be as culturally aware. Avoid stereotyping and be prepared to change habits and thoughts. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Synthesis AACSB: Diverse and multicultural work environments34 Copyright © 2016 Pearson Education, Inc. 74) When developing a communication for those who may not be comfortable with your language, what could make the communication easier to understand for the receiver? A) Industry jargon B) Words with several meanings C) Long paragraphs D) Limited transitions E) Short, plain words Answer: E Explanation: E) Short, plain and easy to understand words will help the communication process. Avoid words with several meanings, jargon and long paragraphs. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively across cultural boundaries. Learning Outcome: Discuss the challenges and importance of business communications Difficulty: Moderate Classification: Application AACSB: Diverse and multicultural work environments 75) When speaking with someone whose native language is not your own, what could make the communication process easier for the receiver? A) A written text of your main ideas B) Speaking louder C) Watch for a smile or nod of the head to signal understanding D) Detailed information about issues that may be difficult for the receiver to understand E) Short, plain words Answer: E Explanation: E) Recognizing our own cultural biases and working to minimize those will improve the communication process. Words should be pronounced clearly, stop at distinct punctuation points and develop one point at a time. Learning Obj.: LO 1.6: Explain how cultural diversity affects business communications and describe the steps you can take to communicate more effectively acros