C05 Online Exam 1_02 Score 100%
__________ is the quality of being unambiguous and easy to understand.
In which of the following is an oral communication method required?
A. writing news articles
B. updating Facebook statuses
C. participating in teleconferences
D. updating wikis
__________ arise from conflicts between verbal and nonverbal communication.
A. Mixed messages
B. Semantic barriers
C. Psychological barriers
D. Language barriers
Which of the following is a form of social media?
A. performance reports
B. company newsletter
D. industry journals
__________ arise from language that is ambiguous or difficult to understand.
A. Psychological barriers
B. Semantic barriers
C. Language barriers
D. Physiological barriers
__________ is an example of communication.
A. Planning the plotline of a book that you intend to write
B. Setting a reminder text on your cell phone
C. Updating your status on a social networking site
D. Listening to classic tunes on an MP3 player
A good communicator __________.
A. knows about all technologies and their uses.
B. knows that all technology choices can be used interchangeably.
C. understands that social media are inappropriate for business communication.
D. thinks about the implications of technology options and uses his or her choices wisely.
Which of the following considerations is relevant to the adaptable characteristic of effective business communicators?
A. What do I want to accomplish with my message?
B. With whom should I communicate to accomplish my goal?
C. Is my message understandable within other cultures?
D. Is my message clear and concise?
Which of the following statements about technology is true?
A. Technology increases the distance between communicators.
B. Technology allows an immediate exchange of information across many miles and time zones.
C. Technology does not change very rapidly.
D. Technology is not prey to pitfalls since it eliminates the risk of failed communication.
Which of the following terms refers to the process of putting your message into words, images, or actions?
Which of the following would be best for transmitting a message to and receiving a response from one or more people?
A. performance reports
B. company newsletters
D. industry journals
Padma is asked if she knows how to make a red wine reduction. Padma looks down at her feet, quietly mumbles “sure,” and starts wringing her hands. When the job of making the red wine reduction is assigned to someone else, Padma is confused, as she had answered affirmatively that she knew how to do it. Which of the following is the best explanation of what happened here?
A. A psychological barrier has obstructed communication; by mumbling her reply, Padma signaled that she was offended by the request.
B. A semantic barrier has occurred; since Padma answered “sure” instead of “yes,” her answer was confusing.
C. A physiological barrier has obstructed communication; by wringing her hands, Padma has given the impression that they hurt and that she cannot perform the task.
D. A mixed message has obstructed communication; Padma’s verbal and nonverbal responses communicate different things.
In the context of doing business with people from other cultures, effective communicators __________.
A. memorize a list of cultural differences between countries.
B. are ready to adapt to different cultural needs.
C. ignore cultural differences and treat everyone equally.
D. treat others as they would like to be treated.
You are collaborating on a report with a co-worker and want to send him the latest version of your document. Which of the following statements is true regarding collaborating in this case?
A. Typing out the report and mailing it to your colleague by post would be the fastest way of delivering the report.
B. Uploading the document to the company intranet will deliver it to your co-worker’s mailbox.
C. Discussing the changes on a public blog is the best way to share and explore the document.
D. Using a team wiki will allow both of you to constantly update the document within a shared space.
Just as you’re about to shut down your computer for the day, you remember that you need to send an update to your boss. You dash off a quick email and press “send” without spell-checking or proofing it. Doing so __________.
A. is fine since this is not a formal report
B. is the right approach, since email does not require proofreading
C. is a bad idea, since you need to use correct grammar in all of your messages
D. is correct because an email needs to be as short as possible
__________ means that a message uses no more words than are necessary to accomplish its purpose.
You joined a team just as it was finishing up a large and much-anticipated project at your company, and you feel a little insecure as its newest member—and the one who contributed the least to the project. At the next staff meeting, your boss thanks you for all your hard work in making the project a success. Instead of this making you feel good, you feel even more uncomfortable, interpreting the comment as a sarcastic remark about how little you actually participated in the project. This is an example of a __________.
A. psychological barrier.
B. semantic barrier.
C. language barrier.
D. physiological barrier.
The communication skills you already possess __________ in the workplace.
A. may hamper your attempts to communicate
B. don’t apply to communication
C. are sufficient to meet every challenge of communication
D. will be valuable to you for communicating
Caroline knows that, while her oral presentation skills are stellar, her writing style could use a bit of work. Which of the following would be the best medium for Caroline to communicate in effectively?
A. a podcast
B. a wiki
C. a blog
D. a text chat
Cultural sensitivity __________.
A. applies only to international communication.
B. deals exclusively with people who are non-native English speakers.
C. does not refer to cultural differences among people of different ages.
D. may apply to cultural differences between people of different genders.
C05 Online Exam 2_03 Score 100 percent
Question 1 of 205.0 Points
Which of the following is a question that is recommended to ask when analyzing your audience?
A. Why will they be interested in what you are saying?
B. What objectives do you want to achieve with your communication?
C. How quickly can the speech be completed?
D. What are the points that you do not want to communicate?
Question 2 of 205.0 Points
When nonverbal signals reinforce your words, __________.
A. your listeners remember what you say better
B. your audience will lack confidence in your words
C. your nonverbal communication carries less weight than your words
D. you undermine your persuasiveness
Question 3 of 205.0 Points
__________ involves analyzing the meaning of what you hear, read, or see to determine its intention.
A. Passive listening
C. Listening comprehension
Question 4 of 205.0 Points
Which of the following nonverbal gestures would most likely indicate your happy willingness to assist someone?
B. looking away from him/her
C. muttering under your breath
D. pulling out a chair for him/her
Question 5 of 205.0 Points
On your first day at a new job you receive an email asking you to submit your SBDs by Friday so that they can be vetted for inclusion in the new module. You need to ask for clarification as you aren’t sure of what is being asked of you. This is an example of a barrier to __________.
A. passive listening
B. active listening
C. listening comprehension
Question 6 of 205.0 Points
People who collaborate __________.
A. need to recognize that they may be motivated by different goals
B. cannot function unless they have different goals
C. rarely have conflicts arise due to working with different goals in mind
D. need to find solutions that address only one goal
Question 7 of 205.0 Points
Using a strong and positive tone of voice __________.
A. will undermine your persuasiveness
B. will come across as arrogant, and is not recommended
C. will make your audience receptive to your ideas
D. will cause you to sound hesitant
Question 8 of 205.0 Points
Body language, posture, and gestures __________.
A. reveal little about the attitude of the speaker
B. can help you interpret attitudes without listening to any words
C. only express attitudes of shame or uncertainty
D. should be interpreted without regard for facial expressions
Question 9 of 205.0 Points
You need help on a project, so you approach a colleague and find him busily doing his own work. When you approach him to ask for help, __________.
A. begin by describing your project in great detail, so your co-worker will know exactly what he is getting into.
B. you should expect that he is already prepared to listen.
C. briefly describe what you want so that he understands why you are communicating.
D. do not address any possible objections that might make your co-worker say no to your request.
Question 10 of 205.0 Points
Passive listening means __________.
A. focusing attentively on what a speaker says.
B. hearing information without actively paying attention to ensure understanding.
C. actively working to understand the information a speaker is providing.
D. trying to interpret the information presented by a speaker.
Question 11 of 205.0 Points
Which of the following statements best phrases a negative comment positively?
A. You don’t have an eye for detail, but you really do have a great sense of the big picture.
B. You do a good job of visualizing the big picture, and you’d be even more effective if you improved your attention to detail.
C. I don’t know anyone better than you at seeing the big picture, but you could really stand to improve your attention to detail.
D. You need to improve your attention to detail, but you’re already wonderful at seeing the big picture.
Question 12 of 205.0 Points
As you’re packing up to leave the office on a Friday afternoon, your boss tells you that she’d like a status report from you as soon as possible. You head out for the weekend and complete the status report first thing Monday morning. When your boss receives it, she complains that she needed it sooner. What is the most likely cause of this breakdown in communication?
A. passive listening
B. failure to listen actively
C. barriers to listening comprehension
D. difference of interpretation
Question 13 of 205.0 Points
Which of the following is an example of a difficulty in listening comprehension?
A. not hearing what an ER doctor says because an ambulance outside is blaring its siren
B. not understanding what an ER doctor means when he says you are suffering from hypertension
C. not hearing what an ER doctor says because of the conversations and cries of pain in the waiting area
D. not listening to what an ER doctor says because you’re distracted by a new patient who has just been wheeled into the room
Question 14 of 205.0 Points
A company sends one of its junior executives to meet with the CEO of another company. The CEO is insulted that someone of equal rank was not sent. Which of the following is most likely true?
A. The junior executive’s company’s employees are granted respect based on their positions alone.
B. The junior executive’s company is very formal and hierarchical.
C. The CEO’s company believes in social equality.
D. The CEO’s company has a clear separation between superiors and subordinates.
Question 15 of 205.0 Points
Your audience will be more likely to remember what you say in which of the following situations?
A. smiling as you reveal declining sales figures
B. frowning while you explain a serious matter
C. pacing as you ensure your audience that there is no cause for alarm
D. sounding hesitant as you describe a reorganization plan
Question 16 of 205.0 Points
Which of the following is one of the categories of active listening skills?
Question 17 of 205.0 Points
Ella receives an email from her co-worker Mitsuko in Japan. Mitsuko tells Ella that she will not be able to visit her in the U.S. offices as she had hoped to, and includes an emoticon to express her sadness. Which of the following emoticons did Mitsuko most likely use in her email?
Question 18 of 205.0 Points
Carol approaches a co-worker, shaking her head as she does so. With a frown on her face, she angrily asks, “Did you finish the report yet?” Based on this situation, which of the following represents verbal communication?
A. shaking head
C. using those specific words
D. using an angry tone of voice
Question 19 of 205.0 Points
Paraphrasing to ensure understanding __________.
A. means asking straightforward questions about what was said
B. involves repeating exactly what you heard in order to make sure you didn’t mishear anything
C. is less complicated than asking questions
D. can help you understand the emotional content behind a statement
Question 20 of 205.0 Points
Which of the following is an environmental hearing distraction?
A. a car alarm being set off
B. a ringing sound in one’s ears after attending a loud concert
C. blocked ears due to a cold
D. inability to focus due to a migraine
C05 Online Exam 3_05 Score 100 Percent
You have completed a research project and have come up with some interesting and persuasive content. Although your ideas are spot-on, the format of your final report is difficult to read and a little confusing. This __________.
A. is problematic, as it will undermine your credibility
B. communicates to your audience that you are professional
C. is irrelevant, as the strength of your content will still shine through
D. won’t affect the reception of your report, as formatting is only a very minor issue
When you stare at a blank page or a blank computer monitor without a clue of how to begin a composition, you are __________.
A. engaging in free writing
B. suffering from writer’s block
C. struggling with the perfectionist syndrome
D. thinking aloud
If the purpose of your message is to inform parents about the new dismissal procedure designed to alleviate problems with the current process at your school, which of the following best represents the desired outcome of your message?
A. that parents will analyze the situation themselves
B. that parents will be willing to help
C. that parents will want to improve their children’s experiences
D. that parents will follow the new process you are implementing
Which would be the best way to persuade your boss to implement a flex-time schedule in your office?
A. provide research that shows that this arrangement is workable and often results in increased productivity
B. give the boss the names of the employees who would be interested in working a flex-time schedule
C. tell the boss how happy it would make you to have the flexibility to accommodate your personal interests
D. inform the boss about the many leisure activities that employees would be able to engage in if the flex-time schedule were implemented
The final step of the ACE process, evaluating, includes __________.
A. drafting your message
B. analyzing your audience
C. selecting the best medium
D. considering feedback
Starting in September, your company plans to increase the monthly fees it charges to its clients. You are drafting a letter to mail to your clients to inform them of this increase, and hopefully to persuade them to keep their business with you. In analyzing your audience you determine that __________.
A. the clients need to be made aware of the fees they currently pay
B. the clients need to know how your company will use the revenue from the fees
C. the clients don’t need any information until September since that is when the increase will go into effect
D. the clients need to be told what the new fee structure is
Which of the following is done in the first step of ACE?
A. analyzing the purpose
B. organizing content
C. revising the content
D. formatting conventions
Reviewing your message and considering feedback __________.
A. generally leads to less successful proposals
B. may lead you to reconsider the decisions concerning content, audience, and medium
C. is part of composing, the second step of the ACE process
D. will be time-consuming and unnecessary
When selecting a medium for a message, email __________.
A. is not efficient for disseminating information to many people
B. ensures immediate feedback
C. may not be appropriate for sending sensitive content
D. cannot create a permanent record
Business emails __________.
A. should focus on only one topic
B. should contain only one paragraph
C. should not contain bullet points
D. should use generic headings
Brief messages, such as emails or short presentations at meetings, __________.
A. require elaborate outlines
B. require the use of a tree chart in order to be outlined properly
C. do not benefit from the outlining process
D. might only need a few bullet points or questions as their outlines
Which of the following does composing involve?
C. organizing content
D. determining the purpose of the message
Which of the following statements about revising a written communication is true?
A. The first draft will never include incomplete thoughts.
B. The first draft rarely contains awkward sentences.
C. Written communication provides the opportunity to revise your message as you are communicating it based on immediate feedback.
D. By the time you get to the end of your first draft you may have discovered new ideas about what to say.
Keeping your purpose and desired outcome in mind as you write your message is most likely to help you evaluate whether your content __________.
A. supports your goal
B. is formatted correctly
C. is using the appropriate font style
D. has any spelling errors
When conducting the audience analysis for a persuasive message, which of the following is one of the recommended questions to consider?
A. How should you organize the persuasive message?
B. What information does the audience need to know and why?
C. How should I design the format and delivery?
D. Does the content ensure complete information?
The first draft of a message focuses on __________.
A. analyzing your audience
B. getting your thoughts on paper
C. evaluating your word choices
D. perfecting your grammar
A letter would be appropriate for which of the following situations?
A. sending a list of the year’s public holidays to all employees
B. alerting employees that a flex-time schedule is going into effect
C. communicating news to a client
D. sending the project schedule to a team
Which of the following key decisions is involved in composing?
A. What must be the purpose of the message?
B. Which mode of communication must be used?
C. How can the content be revised effectively?
D. How can the format be designed for the best effect?
You receive a flyer in the mail telling you about the new and improved cleaning power of Brite laundry detergent. Which of the following is most likely to be the purpose of this message?
A. document the scientific advances in the manufacturing of laundry detergent
B. describe the technology that led to the new formula for Brite
C. congratulateBrite’s research department on its achievements
D. persuade customers to buy Brite
In the ACE process for communication, the second step is __________.
C05 Online Exam 5_08 Score 100 percent
Which of the following statements would be best to include in a letter turning down someone who applied for a job?
A. We are sorry to inform you that your credentials were not as impressive as those of the other candidates who applied for the position.
B. We think that you are talented, but feel the position would best be filled by a younger, more vibrant candidate.
C. Unfortunately, we were more impressed by the other candidates.
D. After much consideration, we have offered the position to another candidate.
In the analyzing phase of creating a message, you think about the purpose, desired outcome, and business result of your message. Which of the following best articulates the purpose of your message?
A. to suggest the possibility of implementing a flex-time schedule in your office
B. to describe to your boss how your life would change with a flex-time schedule
C. to tell your boss how much your friend likes having a flex-time schedule
D. to improve employee productivity and job satisfaction by giving workers more balanced lives
Which of the following statements about buffers is true?
A. A buffer is a closing statement that comes after bad news.
B. A buffer tends to worsen the adverse impact of bad news.
C. A buffer should obscure the fact that bad news may be coming later in the message.
D. A buffer can provide positive information that builds goodwill.
During lunch with a friend, she tells you that her office recently implemented flex-time hours. It has been a positive change at her workplace, and you think that it would be great to have flex-timing at your office as well. You decide to approach your boss about this possibility. Which of the following would be best to include in an email to your boss suggesting the idea?
A. I think a flex-time schedule would be good for me.
B. Flex-time would give me more free time.
C. I bet everyone would love having a more flexible schedule instead of the typical 9-5 work schedule.
D. In other offices, the flex-time schedule has increased productivity and decreased turnover.
Which of the following would likely require persuasion?
A. exchanging a sweater for one in a smaller size
B. getting an extension on a deadline
C. congratulating a co-worker on her promotion
D. giving a colleague the link to a website you think he’ll find useful
You need to write a letter to a customer denying a claim, as the customer is responsible for the problem that she is asking you to fix. In this situation, __________.
A. the direct approach is best to buffer the bad news
B. the direct approach is preferred so that you get right to the point without introductory pleasantries
C. the indirect approach alleviates the need to phrase the bad news tactfully
D. the indirect approach can provide introductory information so it can be understood by the reader
If you communicate bad news ineffectively, you risk __________.
A. getting immediate feedback
B. losing customers, clients, or employees
C. having the news accepted as final
D. being blamed for the incident that led to the news
If you phrase bad news __________, your audience is more likely to understand your message.
A. by sugarcoating it
B. in clear terms
C. through implication
D. using subtle hints
Due to a family emergency, you will be unable to fulfill your contract to cater for a client’s upcoming party. The event is several weeks away, but you know that the client will not be able to reschedule it. When you contact your client to share this news, you should __________.
A. not include an apology, since this emergency was beyond your control
B. tell the client that you will contact other catering companies to see if they can take over the job
C. inform them that you will be happy to cater the event if they reschedule it
D. wait a few days before actually canceling to try and soften the blow
Which of the following medium options is recommended both for targeting a personal appeal to an individual and for communicating with large audiences?
D. group meeting
Your boss is in a hurry to leave, so she quickly delegates an assignment to you. She needs you to communicate some bad news to a number of people at different geographic locations. Though she wants the message to spread instantaneously, she wants to give the audience time to carefully consider a response. It’s also a priority for her that the message doesn’t come across as impersonal or evasive. After she has left, you realize that she didn’t specify which medium she wants you to use for the message. Taking her considerations into account, you determine that a(n. __________ would be an appropriate medium to use.
D. blog post
You need to send a persuasive message to a co-worker, but you want to receive the feedback immediately. Under these circumstances, which of the following would be the best medium for your message?
A. an email
B. an instant message
C. a phone call
D. a memo
You need to email a co-worker to ask for her assistance on a project. In the context of this message, which of the following constitutes a refutation you could include in your request in anticipation of a possible objection?
A. I really need your help right now, as my department is short-staffed.
B. I won’t be able to complete my project if you don’t help me.
C. While this may sound time-consuming, I will only need one hour of your time.
D. If you decide to help me, then you will have to work overtime.
Being persuasive __________.
A. is rarely required in your daily life
B. involves understanding why your audience may resist your ideas
C. means tricking your audience into doing what you want
D. is very unethical, and in some situations may even be illegal
Angelina has to reject an employee’s request for time off, and is trying to determine the best medium in which to deliver this message. She is also thinking about what the employee’s reaction will be, and if there is anything she can say to soften the bad news. Angelina is engaged in which stage of the ACE process?
For which of the following reasons would making a telephone call be preferable to sending an email?
A. It allows you to reach large audiences.
B. It allows you to include additional arguments that may help your persuasive appeal.
C. It gives your audience time to consider your appeal before carefully responding.
D. It allows for immediate feedback so you can alter your appeal instantly, if necessary.
In which of the following situations is the direct organizational method the preferred way to deliver bad news?
A. if the news is likely to upset or anger the audience
B. if the news is irrelevant to health and safety
C. if the news is difficult to explain or understand
D. if it is important that the audience hears the news immediately
In persuasive situations, you will increase your chances of getting a positive response by __________ the analyzing phase of the ACE communication process.
A. devoting less time to
B. changing the order of
D. spending more time on
Which of the following options is most likely to be used for reaching potential audiences you can’t yet identify?
A. group meeting
A manufacturing company realizes that one of its products has a serious defect and wants to quickly disseminate this news to the public. Which of the following would be an appropriate way to accomplish this?
At your company, a number of routine office tasks are loosely shared among entry-level employees, who perform these duties in addition to their specific job descriptions. This often results in tasks being done late, poorly, or not at all. You suggest to your boss that outsourcing this work might be a good idea. He is interested, so he asks you to research and recommend a service provider. Which of the following best articulates the research question you have been asked to explore?
A. Is it fair to make entry-level employees do this additional work?
B. How can we train the entry-level employees so that they can perform these tasks in a more efficient manner?
C. Which outsourcing service provider would be the best for us?
D. Is outsourcing the best solution to our problem?
You work in a small office of fewer than 20 employees with no dedicated IT staff. As the resident technical expert, you are called on to deal with computer issues and technology-related decisions. Lately this has been taking up more and more of your time and you feel that it is no longer an efficient arrangement. You speak to your boss about contracting with an IT company to oversee these needs, and she tells you to research some options. You find a website with some interesting information about this topic, plus the author is a well-known expert in the field. There is some useful data, for which the author has taken care to provide citations. There also are some promising links, but when you try to click them, they are broken or unavailable. You find that the page was last updated over a year ago. How will you evaluate this source?
A. This source should be cited in your report, as it amply meets all three “A”s.
B. This source has some accuracy issues, so it should not be cited.
C. This source is not very recent, but given the nature of your research it is acceptable.
D. This source fares well regarding authorship and accuracy, but is not current enough to be cited.
Using an online database like LexisNexis to search for articles on a topic __________.
A. is not as effective as doing a Google search
B. allows you to search publications not available through a Google search
C. is less expensive but more time-consuming than a Google search
D. leads you to articles that are less reliable than web pages
When you are using a search engine, the main body of the results page is most likely to begin with sites __________.
A. that are least relevant to your search
B. that are being accessed by other users at that very moment
C. that are accessed least frequently
D. that are frequently accessed or that most