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88. ______ is likely to cause a semantic barrier to communication.
A. Jargon
B. Technology
C. Gossip
D. The grapevine
E. Rhetoric
a
89. Which of the following is NOT a personal barrier to communication?
A. A small vocabulary
B. Obsolete technology
C. Lack of credibility
D. Different frame of reference
E. Large ego
b
90. Andrew was so mad that his boss Beth brought up an idea he gave her earlier that he couldn't even think
about what his colleagues were now saying in the meeting. This is an example of which personal barrier
to communication?
A. Tendency to judge others' messages
B. Variable skills in communicating effectively
C. Oversized ego
D. Inability to listen with understanding
E. Variation in interpreting information
c
91. The statement, "Single old ladies are cat people," reflects a(n)
A. accepted generalization.
B. stereotype.
C. finding of the grapevine.
D. type of jargon.
E. statement of fact
b
92. Which of the following is NOT a way in which nonverbal communication is expressed?
A. Writing a thank you note
B. Making someone wait an hour in the lobby
C. Looking away while talking to someone
D. Grimacing
E. Touching someone's shoulder
a
93. Most people tend to ______ when conveying bad news or negative feedback.
A. smile
B. avoid eye contact
C. nod their heads
D. lean forward
E. yawn
b
94. Which of the following is a "don't" when attempting to improve communication?
A. Occasionally nod in agreement
B. Lean toward the speaker
C. Speak in a quiet, reassuring tone
D. Smile and show animation
E. Close your eyes
e
95. Which of the following is a "do" when attempting to improve communication?
A. Close your eyes
B. Smile
C. Look away from the speaker
D. Speak very slowly
E. Turn away from the speaker
b
96. Compared to women, men tend to
A. give more tactful feedback.
B. indicate their uncertainties.
C. be indirect when admitting fault.
D. pay more compliments.
E. make more apologies
c
97. According to Deborah Tannen, men are more likely than women to
A. pay more compliments.
B. temper criticism with praise.
C. ask more questions.
D. apologize frequently.
E. boast about achievements.
e
98. Ginger, a marketing manager, uses a sports car metaphor to explain a concept to her male counterpart in
accounting. She is said to be
A. emasculating.
B. wordsmithing.
C. genderflexing.
D. miscommunicating.
E. ingratiating
c
99. Channels of communications that follow the chain of command and are considered as official are
termed
A. formal.
B. prescribed.
C. vertical.
D. horizontal.
E. external.
a
100.Which of the following indicates how official communications should be routed?
A. Grapevine
B. Organization chart
C. Lateral networks
D. Corporate culture
E. Personnel files
b
101.A manager who is directing her subordinate about work tasks is communicating
A. vertically.
B. horizontally.
C. externally.
D. through the grapevine.
E. informally
a
102.The more management levels through which a message passes
A. the more important the message is.
B. the higher the chance the message will become external.
C. the more informal the organization.
D. the more distorted the message may become.
E. the more disorganized the organization
d
103.Executives at Absolute Measurements, Inc. disseminated a new five-year strategic plan to managers. This
is an example of
A. external communication.
B. downward communication.
C. corporate communication.
D. horizontal communication.
E. informal communication.
b
104.Kyung, a marketing manager, shares some of the market research his department has analyzed with the
research and development group. Kyung is communicating
A. by wandering around.
B. upward.
C. horizontally.
D. through the grapevine.
E. externally.
c
105.Shortly after the end of the fiscal year, Zion Specialties released an earnings report to shareholders. This
is an example of communicating
A. vertically.
B. upward.
C. horizontally.
D. downward.
E. externally.
e
106.______ communication channels develop outside the organizational structure and do not follow the chain
of command.
A. Customary
B. Vertical
C. Horizontal
D. Informal
E. External
d
107.Gossip and rumor in an organization are part of the ______, which itself is a type of ______
communication channel.
A. organization chart; horizontal
B. culture; horizontal
C. organization chart; informal
D. grapevine; horizontal
E. grapevine; informal
e
108.The grapevine is
A. a horizontal communication channel.
B. almost wholly inaccurate.
C. slower than formal channels.
D. used by employees to acquire most of their on-the-job information.
E. a morale enhancer
d
109.A manager who literally wanders around her organization and talks with people across all lines of
authority is doing
A. COO.
B. MBWA.
C. MBO.
D. TQM.
E. JIT
b
110.Which of the following is NOT characteristic of the Millennial generation?
A. Desire to accept facts and authority at face value
B. Desire to experience new and different things
C. Desire to have personalized products and choice
D. Desire to keep things moving and interesting
E. Desire to have instant feedback
a
111.Using video and audio links along with computers to allow people at different locations to see, hear, and
talk with each other is called
A. telecommuting.
B. collaborative computing.
C. videoconferencing.
D. telecollaborating.
E. using the extranet.
c
112.Which of the following is true of telecommuting?
A. Increased capital costs
B. Attractive to people with high social needs
C. Makes recruiting more difficult
D. Increased turnover
E. Increased ability to hire nontraditional workers, such as prisoner inmates
e
113.______ can be quite expensive, requiring a specially designed room with multiple cameras and highdefinition
video screens.
A. Telepresence technology
B. Telecommuting
C. Videoconferencing
D. Teleworking
E. Netconferencing
a
114.The key to protecting digital communication systems against fraud, hackers, identity theft, and other
threats is
A. using file-sharing services.
B. hiring ethical employees.
C. creating a well-funded IT department.
D. using prevention techniques like strong passwords.
E. minimizing turnover.
d
115.When thieves use your name and good credit rating to get cash or buy things, it is known as
A. personal data theft.
B. credit mishandling.
C. identity theft.
D. credit exploitation.
E. misuse of standing.
c
116.Which of the following is NOT a disadvantage of e-mail?
A. The sheer number that must be handled by the average worker
B. Decrease in other forms of communication, like greetings
C. Emotions are often poorly communicated
D. Considered rude to use in crowded places
E. The greater the use of email, the less connected coworkers feel
d
117.Which of the following is appropriate for workplace e-mail?
A. Editing another's e-mail when replying
B. Complicated topics
C. Jokes
D. Informality and grammar errors
E. Sensitive personal issues
a
118.Generally, people comprehend about ______ of a typical verbal message.
A. 5%
B. a third
C. half
D. two thirds
E. all
b
119.The average speaker communicates about ______ as many words as the average listener can process.
A. one fourth
B. half
C. about
D. twice
E. four times
a
120.What do good listeners do during the information gap between what someone says and how fast we
process?
A. Daydream
B. Decide what they will say next
C. Think about other things
D. Mentally summarize what's been said
E. Make a convincing argument against what is being said
d
121.Which of the following is NOT a suggestion that may help you be a good listener?
A. Memorize the details
B. Ask questions
C. Summarize remarks
D. Judge content, not delivery
E. Give a fair hearing
a
122.Speed reading works well for material that is
A. jargon-laden.
B. unfamiliar.
C. easy.
D. dense.
E. complicated.
c
123.Top-down reading strategies include which of the following?
A. Read everything you can that is related to your industry.
B. Formulate specific questions you want the reading to answer.
C. Summarize findings for your subordinates.
D. Get deeply into the details, where the meat of most writing is.
E. Test yourself on what you've read.
b
124.If you want your writing to establish a common ground with the reader and make your overall argument
stronger, you should order your arguments from
A. negative to positive.
B. most important to least important.
C. least controversial to most controversial.
D. least important to most important.
E. positive to negative
a
125.When you want your reader to take a logical and fairly nonpolitical action, you should order ideas in your
writing from
A. least controversial to most controversial.
B. least important to most important.
C. negative to positive.
D. positive to negative.
E. most important to least important.
e
126.Carter wants to change the CEO's mind about seeking an outside firm to which they could outsource the
customer service function. He decides to write a proposal, including a variety of arguments to support his
idea. Here, Carter should order his ideas from
A. most important to least important.
B. least controversial to most controversial.
C. negative to positive.
D. positive to negative.
E. least important to most important.
b
127.Which of the following is a tip for writing more effectively?
A. Use passive voice.
B. Construct interesting, complex sentences.
C. Don't use italics or bolding in business writing.
D. Start by telling what you expect of the reader.
E. Use narrow margins.
d
128.A study conducted by AT&T and Stanford University found that the top predictor of success and
professional upward mobility was
A. intelligence.
B. writing ability.
C. integrity.
D. interpersonal skills.
E. public speaking ability.
e
129.The introduction to a business speech should
A. contain at least one joke.
B. get right to the point.
C. contain a phrase like, "I'm honored to be here."
D. contain significant details of the presentation.
E. contain an unrelated story to catch the interest of the audience.
b
130.Which of the following is NOT appropriate to include in the conclusion of a speech?
A. A signal phrase to cue listeners about the wind-up
B. Details you forgot from earlier
C. A call to action
D. "Thank you"
E. A little upbeat story
b
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