Chapter 1—Effective and Ethical Communication at Work
MULTIPLE CHOICE
1. Communication skills are
a. not as important in technical fields.
b. critical to effective job placement, performance, career advancement, and organizational
success.
c. required only for high-level positions.
d. not as important in a down economy.
ANS: B
Feedback
A Communication skills are needed in both technical and nontechnical fields.
B Surveys of employers consistently show that communication skills are critical to
effective job placement, performance, career advancement, and organizational success.
C Communication skills are needed at all levels of employment.
D Communication skills are especially valuable in a gloomy economy in which hordes of
job seekers vie for limited openings.
PTS: 1 DIF: 3 REF: p. 3 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Communication Skills and You TYP: Conceptual
2. Which of the following statements about writing skills is most accurate?
a. Writing skills in today's workplace are an advantage, but they are not a necessity.
b. You are born with the skills to be a good writer.
c. Having good writing skills can improve your chances for promotion and can result in
higher earnings.
d. Today's communication technologies have made writing obsolete.
ANS: C
Feedback
A The ability to write well, which has always been a career advantage, is now a necessity.
B You are not born with the abilities to read, listen, speak, or write effectively; these skills
must be learned.
C The ability to write well on the job can have a positive impact on promotions and can
result in significantly higher incomes.
D Today's communication technologies have made writing skills even more important.
PTS: 1 DIF: 3 REF: p. 4 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Communication Skills and You TYP: Conceptual
3. Today's economy is based on
a. information and knowledge.
b. physical labor.
c. a supply of raw materials.
d. capital.
ANS: A
, Feedback
A Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
B Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
C Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
D Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
PTS: 1 DIF: 3 REF: p. 5 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
4. Knowledge and information workers must be able to think critically, make decisions, and
a. design effective Web pages.
b. communicate information to others.
c. install software programs.
d. lift heavy objects.
ANS: B
Feedback
A Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
B Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
C Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
D Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
PTS: 1 DIF: 3 REF: p. 5 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
5. Thinking creatively and critically means
a. agreeing with your supervisor at all times.
b. going with your gut instinct.
c. being able to make decisions quickly.
d. having opinions that are backed by reason and evidence.
ANS: D
Feedback
A Thinking creatively and critically means having opinions that are backed by reason and
evidence.
B Thinking creatively and critically means having opinions that are backed by reason and
evidence.
C Thinking creatively and critically means having opinions that are backed by reason and
evidence.
D Thinking creatively and critically means having opinions that are backed by reason and
evidence.
, PTS: 1 DIF: 3 REF: p. 6 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
6. Which of the following statements is least accurate?
a. Workers at all levels need to think creatively and critically.
b. Employees should expect employers to provide them with a clearly defined career path.
c. Most workers today will not find nine-to-five jobs or receive predictable pay increases.
d. Workers must be willing to continually learn new skills.
ANS: B
Feedback
A All workers, from executives to subordinates, need to think creatively and critically.
B Workers today should not presume that companies will provide them with a clearly
defined career path.
C Most workers today will not find nine-to-five jobs, predictable pay increases, lifetime
security, or conventional workplaces.
D In today's fast-paced, ever-changing world of work, employees will engage in constant
training to acquire new skills to remain up-to-date with evolving technologies and
procedures.
PTS: 1 DIF: 3 REF: p. 5-7 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
7. The most significant trends in today's dynamic workplace include team-based projects, flattened
management hierarchies, and
a. union participation and regulation.
b. more homogeneous workforces.
c. global competition.
d. stricter clothing and dress codes.
ANS: C
Feedback
A Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
B Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
C Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
D Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
PTS: 1 DIF: 3 REF: p. 7 OBJ: 1-2
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Trends Affecting You in Today's Dynamic Workplace TYP: Conceptual
8. Which of the following statements about global competition is least accurate?
a. Only medium and large companies compete globally.
b. Many traditional U.S. companies generate more profit abroad than locally.
c. Saturated local markets have encouraged companies to search for emerging markets
, around the world.
d. Successful communication in global markets requires developing new skills and attitudes.
ANS: A
Feedback
A Small, medium, and large companies increasingly find themselves competing in global
rather than local markets.
B Many traditional U.S. companies now generate more profit abroad than at home.
C Improved systems of communication, advanced forms of transportation, and saturated
local markets have all encouraged companies to move beyond familiar territories to
emerging markets around the world.
D To successfully communicate in global markets, you must develop news skills and
attitudes. These include cultural knowledge and sensitivity, flexibility, and patience.
PTS: 1 DIF: 3 REF: p. 7-8 OBJ: 1-2
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion | AACSB: Tier 1 -
Diversity | AACSB: Tier 2 - Cultural imperatives
TOP: Trends Affecting You in Today's Dynamic Workplace TYP: Conceptual
9. For years businesses have been 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. various areas within an organization have little contact with one another.
d. employees at all levels must be skilled communicators.
ANS: D
Feedback
A Flattening means that fewer layers of management separate decision makers from line
workers.
B In flat organizations, where the lines of communication are shorter, decision makers can
react more quickly to market changes.
C Restructured companies organize work with horizontal teams that allow various areas to
interact more efficiently.
D Nearly everyone in today's flattened organizations must be an excellent writer and
communicator.
PTS: 1 DIF: 3 REF: p. 8 OBJ: 1-2
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Trends Affecting You in Today's Dynamic Workplace TYP: Conceptual
10. Which of the following statements about team-based management is least accurate?
a. Companies use team-based management as a way to empower employees and boost their
involvement in decision making.
b. When individuals on teams don't share the same background or training, working
relationships can become strained.
c. Some companies must hire communication coaches to help team members get along.
d. Companies that use team-based management prefer to train employees in these skills
rather than hire new workers who already possess these skills.
ANS: D
Feedback
MULTIPLE CHOICE
1. Communication skills are
a. not as important in technical fields.
b. critical to effective job placement, performance, career advancement, and organizational
success.
c. required only for high-level positions.
d. not as important in a down economy.
ANS: B
Feedback
A Communication skills are needed in both technical and nontechnical fields.
B Surveys of employers consistently show that communication skills are critical to
effective job placement, performance, career advancement, and organizational success.
C Communication skills are needed at all levels of employment.
D Communication skills are especially valuable in a gloomy economy in which hordes of
job seekers vie for limited openings.
PTS: 1 DIF: 3 REF: p. 3 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Communication Skills and You TYP: Conceptual
2. Which of the following statements about writing skills is most accurate?
a. Writing skills in today's workplace are an advantage, but they are not a necessity.
b. You are born with the skills to be a good writer.
c. Having good writing skills can improve your chances for promotion and can result in
higher earnings.
d. Today's communication technologies have made writing obsolete.
ANS: C
Feedback
A The ability to write well, which has always been a career advantage, is now a necessity.
B You are not born with the abilities to read, listen, speak, or write effectively; these skills
must be learned.
C The ability to write well on the job can have a positive impact on promotions and can
result in significantly higher incomes.
D Today's communication technologies have made writing skills even more important.
PTS: 1 DIF: 3 REF: p. 4 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Communication Skills and You TYP: Conceptual
3. Today's economy is based on
a. information and knowledge.
b. physical labor.
c. a supply of raw materials.
d. capital.
ANS: A
, Feedback
A Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
B Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
C Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
D Today's economy is based on information and knowledge. Physical labor, raw materials,
and capital are no longer the key ingredients in the creation of wealth.
PTS: 1 DIF: 3 REF: p. 5 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
4. Knowledge and information workers must be able to think critically, make decisions, and
a. design effective Web pages.
b. communicate information to others.
c. install software programs.
d. lift heavy objects.
ANS: B
Feedback
A Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
B Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
C Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
D Knowledge and information workers must be able to think critically, make decisions,
and communicate those decisions to others.
PTS: 1 DIF: 3 REF: p. 5 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
5. Thinking creatively and critically means
a. agreeing with your supervisor at all times.
b. going with your gut instinct.
c. being able to make decisions quickly.
d. having opinions that are backed by reason and evidence.
ANS: D
Feedback
A Thinking creatively and critically means having opinions that are backed by reason and
evidence.
B Thinking creatively and critically means having opinions that are backed by reason and
evidence.
C Thinking creatively and critically means having opinions that are backed by reason and
evidence.
D Thinking creatively and critically means having opinions that are backed by reason and
evidence.
, PTS: 1 DIF: 3 REF: p. 6 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
6. Which of the following statements is least accurate?
a. Workers at all levels need to think creatively and critically.
b. Employees should expect employers to provide them with a clearly defined career path.
c. Most workers today will not find nine-to-five jobs or receive predictable pay increases.
d. Workers must be willing to continually learn new skills.
ANS: B
Feedback
A All workers, from executives to subordinates, need to think creatively and critically.
B Workers today should not presume that companies will provide them with a clearly
defined career path.
C Most workers today will not find nine-to-five jobs, predictable pay increases, lifetime
security, or conventional workplaces.
D In today's fast-paced, ever-changing world of work, employees will engage in constant
training to acquire new skills to remain up-to-date with evolving technologies and
procedures.
PTS: 1 DIF: 3 REF: p. 5-7 OBJ: 1-1
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Thriving as a Knowledge Worker in the Information Age TYP: Conceptual
7. The most significant trends in today's dynamic workplace include team-based projects, flattened
management hierarchies, and
a. union participation and regulation.
b. more homogeneous workforces.
c. global competition.
d. stricter clothing and dress codes.
ANS: C
Feedback
A Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
B Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
C Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
D Some of the most significant trends in today's workplace include global competition,
flattened management hierarchies, and team-based projects.
PTS: 1 DIF: 3 REF: p. 7 OBJ: 1-2
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Trends Affecting You in Today's Dynamic Workplace TYP: Conceptual
8. Which of the following statements about global competition is least accurate?
a. Only medium and large companies compete globally.
b. Many traditional U.S. companies generate more profit abroad than locally.
c. Saturated local markets have encouraged companies to search for emerging markets
, around the world.
d. Successful communication in global markets requires developing new skills and attitudes.
ANS: A
Feedback
A Small, medium, and large companies increasingly find themselves competing in global
rather than local markets.
B Many traditional U.S. companies now generate more profit abroad than at home.
C Improved systems of communication, advanced forms of transportation, and saturated
local markets have all encouraged companies to move beyond familiar territories to
emerging markets around the world.
D To successfully communicate in global markets, you must develop news skills and
attitudes. These include cultural knowledge and sensitivity, flexibility, and patience.
PTS: 1 DIF: 3 REF: p. 7-8 OBJ: 1-2
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion | AACSB: Tier 1 -
Diversity | AACSB: Tier 2 - Cultural imperatives
TOP: Trends Affecting You in Today's Dynamic Workplace TYP: Conceptual
9. For years businesses have been 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. various areas within an organization have little contact with one another.
d. employees at all levels must be skilled communicators.
ANS: D
Feedback
A Flattening means that fewer layers of management separate decision makers from line
workers.
B In flat organizations, where the lines of communication are shorter, decision makers can
react more quickly to market changes.
C Restructured companies organize work with horizontal teams that allow various areas to
interact more efficiently.
D Nearly everyone in today's flattened organizations must be an excellent writer and
communicator.
PTS: 1 DIF: 3 REF: p. 8 OBJ: 1-2
NAT: AACSB: Tier 1 - Reflective thinking | AACSB: Tier 2 - Conclusion
TOP: Trends Affecting You in Today's Dynamic Workplace TYP: Conceptual
10. Which of the following statements about team-based management is least accurate?
a. Companies use team-based management as a way to empower employees and boost their
involvement in decision making.
b. When individuals on teams don't share the same background or training, working
relationships can become strained.
c. Some companies must hire communication coaches to help team members get along.
d. Companies that use team-based management prefer to train employees in these skills
rather than hire new workers who already possess these skills.
ANS: D
Feedback
