Business Communication:
Developing Leaders for a Networked
World 5th Edition
ST
TEST BANK
UV
IA
_A
Peter Cardon
PP
Comprehensive Test Bank for Instructors
RO
and Students
VE
© Peter Cardon. All rights reserved. Reproduction or distribution without permission is
prohibited.
D?
©MedConnoisseur
, TABLE OF CONTENTS
Test Bank – Business Communication: Developing Leaders for a
Networked World, 5th Edition (ISBN 9781266678684)
Peter W. Cardon
ST
Part 1: Introduction to Business Communication
Chapter 1. Establishing Credibility
UV
Part 2: Principles of Interpersonal Communication
Chapter 2. Interpersonal Communication and Emotional Intelligence
Chapter 3. Team Communication and Difficult Conversations
Chapter 4. Inclusion in a Diverse Workplace
Chapter 5. Global Communication
IA
Part 3: Principles for Business Messages
Chapter 6. Creating Effective Business Messages
_A
Chapter 7. Improving Readability with Style and Design
Chapter 8. Email and Other Traditional Tools for Business Communication
Chapter 9. Collaboration Tools and Social Media for Business Communication
Part 4: Types of Business Messages
PP
Chapter 10. Routine Business Messages
Chapter 11. Persuasive Messages
Chapter 12. Bad-News Messages
RO
Part 5: Reports and Presentations
Chapter 13. Research and Planning for Business Proposals and Reports
Chapter 14. Completing Business Proposals and Reports
Chapter 15. Planning Presentations
Chapter 16. Delivering Presentations
VE
Chapter 17. Employment Communication
D?
©MedConnoisseur
, Chapter 1: Establishing Credibility
Student name:__________
1) The credibility of a business is reflected in both sales revenue and customer satisfaction
ratings.
⊚ true
⊚ false
ST
2) Companies should create and update response plans immediately after a crisis occurs.
⊚ true
UV
⊚ false
3) The service provided by Channel Cable Corp. went down for more than six hours one day
because of a wiring failure. By evening, the company’s repair crew had dealt with the issue
IA
so that all customers had access to cable, and management made a public statement to that
effect. This public statement is part of the crisis response stage.
⊚ true
_A
⊚ false
4) In the case of a crisis, customers, employees, and other stakeholders are willing to forgive
companies if they provide timely and accurate information.
PP
⊚ true
⊚ false
RO
5) When a wildfire destroyed the branch office of an insurance company, customers were forced
to do business with another branch located 40 miles away. In this situation, stakeholders are
likely to hold the company responsible.
⊚ true
⊚ false
VE
6) In an accident crisis, stakeholders hold companies responsible but understand that what
happened was not intentional and couldn't be predicted.
D?
⊚ true
⊚ false
Version 1 1
, 7) Once crisis communication teams have planned their messages, they can take whatever time
they need to compose them.
⊚ true
⊚ false
ST
8) Managing negative rumors is relatively easy in the Social Age.
⊚ true
⊚ false
UV
9) A Twitter campaign claims that At Your Door, a popular laundry delivery service, is about to
double its fees. The tweets go viral even though the rumor is completely false. This Twitter
campaign could do great harm to the company’s reputation.
IA
⊚ true
⊚ false
_A
10) Negative rumors often contain some elements of truth.
⊚ true
⊚ false
PP
11) When a company is attacked unfairly through social media, it should quietly wait until the
rumors die down.
⊚ true
RO
⊚ false
12) There is usually very little time to write and distribute crisis messages if they are going to be
effective, so it is okay to skip reviewing your crisis message after it has been written.
VE
⊚ true
⊚ false
D?
13) The success of public relations messages is far easier to control and measure than it was just
a decade ago.
⊚ true
⊚ false
Version 1 2
Developing Leaders for a Networked
World 5th Edition
ST
TEST BANK
UV
IA
_A
Peter Cardon
PP
Comprehensive Test Bank for Instructors
RO
and Students
VE
© Peter Cardon. All rights reserved. Reproduction or distribution without permission is
prohibited.
D?
©MedConnoisseur
, TABLE OF CONTENTS
Test Bank – Business Communication: Developing Leaders for a
Networked World, 5th Edition (ISBN 9781266678684)
Peter W. Cardon
ST
Part 1: Introduction to Business Communication
Chapter 1. Establishing Credibility
UV
Part 2: Principles of Interpersonal Communication
Chapter 2. Interpersonal Communication and Emotional Intelligence
Chapter 3. Team Communication and Difficult Conversations
Chapter 4. Inclusion in a Diverse Workplace
Chapter 5. Global Communication
IA
Part 3: Principles for Business Messages
Chapter 6. Creating Effective Business Messages
_A
Chapter 7. Improving Readability with Style and Design
Chapter 8. Email and Other Traditional Tools for Business Communication
Chapter 9. Collaboration Tools and Social Media for Business Communication
Part 4: Types of Business Messages
PP
Chapter 10. Routine Business Messages
Chapter 11. Persuasive Messages
Chapter 12. Bad-News Messages
RO
Part 5: Reports and Presentations
Chapter 13. Research and Planning for Business Proposals and Reports
Chapter 14. Completing Business Proposals and Reports
Chapter 15. Planning Presentations
Chapter 16. Delivering Presentations
VE
Chapter 17. Employment Communication
D?
©MedConnoisseur
, Chapter 1: Establishing Credibility
Student name:__________
1) The credibility of a business is reflected in both sales revenue and customer satisfaction
ratings.
⊚ true
⊚ false
ST
2) Companies should create and update response plans immediately after a crisis occurs.
⊚ true
UV
⊚ false
3) The service provided by Channel Cable Corp. went down for more than six hours one day
because of a wiring failure. By evening, the company’s repair crew had dealt with the issue
IA
so that all customers had access to cable, and management made a public statement to that
effect. This public statement is part of the crisis response stage.
⊚ true
_A
⊚ false
4) In the case of a crisis, customers, employees, and other stakeholders are willing to forgive
companies if they provide timely and accurate information.
PP
⊚ true
⊚ false
RO
5) When a wildfire destroyed the branch office of an insurance company, customers were forced
to do business with another branch located 40 miles away. In this situation, stakeholders are
likely to hold the company responsible.
⊚ true
⊚ false
VE
6) In an accident crisis, stakeholders hold companies responsible but understand that what
happened was not intentional and couldn't be predicted.
D?
⊚ true
⊚ false
Version 1 1
, 7) Once crisis communication teams have planned their messages, they can take whatever time
they need to compose them.
⊚ true
⊚ false
ST
8) Managing negative rumors is relatively easy in the Social Age.
⊚ true
⊚ false
UV
9) A Twitter campaign claims that At Your Door, a popular laundry delivery service, is about to
double its fees. The tweets go viral even though the rumor is completely false. This Twitter
campaign could do great harm to the company’s reputation.
IA
⊚ true
⊚ false
_A
10) Negative rumors often contain some elements of truth.
⊚ true
⊚ false
PP
11) When a company is attacked unfairly through social media, it should quietly wait until the
rumors die down.
⊚ true
RO
⊚ false
12) There is usually very little time to write and distribute crisis messages if they are going to be
effective, so it is okay to skip reviewing your crisis message after it has been written.
VE
⊚ true
⊚ false
D?
13) The success of public relations messages is far easier to control and measure than it was just
a decade ago.
⊚ true
⊚ false
Version 1 2
