book solution business communication process and product chapters 1 16

AAC: Tier 1—Reflective Thinking; Tier 2—Analysis AAC: Tier 1—Communication; Tier 2—Patterns AAC: Tier 1—Diversity; Tier 2—Cultural imperatives... TOP: Understanding the Process of Commun

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1

Chapte r 1 -Co mmunicating in Today ’s Wo rkplace

3 = Average difficulty Con: Conceptual question REF: Page Reference

NOT: Note (feedback/explanations) AAC: AACSB Competencies

MULTIPLE CHOICE

1 Writing skills are

a not as important in the workplace as they once were

b a necessity in today’s workplace

c required only for high-level positions

d not needed in today’s high-tech workplace

TOP: Building Your Career Success With Communication Skills

NOT A-D:

Writing skills are a necessity in today’s workplace because technology enables us to transmit messages more rapidly, more often, and to greater numbers of people than ever before

AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

2 Which of the following statements is most accurate?

a Employers find it easy to find job applicants who write well

b You are born with the ability to be a good writer

c Having good writing skills can improve your chances for promotion and pay increases on the job

d Today’s communication technologies have made writing obsolete

NOT:

a Employers often have difficulty finding applicants who can write well

b You are not born with the abilities to read, listen, speak, and write effectively; these skills must be learned

c The ability to write well on the job can have a positive impact on promotions and pay raises

d Today’s communication technologies have made writing skills even more important

3 The key ingredient in the creation of wealth in the U.S economy is

a knowledge

b physical labor

c a supply of raw materials

d capital

TOP: Thriving as a Knowledge Worker in the Information Age

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4 Knowledge 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

NOT A-D:

Knowledge workers must be able to think critically, make decisions, and communicate those decisions to others

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

NOT A-D:

Thinking creatively and critically means having opinions that are backed by reason and evidence AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

6 Employees in today’s workplace should expect

a to engage in constant training

b to find an abundance of nine-to-five jobs available

c regular pay increases and job security

d a position with a clearly defined career path

NOT A-D:

Employees in today’s workplace should expect to engage in constant training to acquire new skills that will help them keep up with evolving technologies and procedures

7 Noteworthy changes in today’s dynamic workplace revolve around team-based projects, flattened management hierarchies, and

a union participation and regulation

b more homogeneous workforces

c global competition

d clothing and dress codes

TOP: Factors Affecting You in Today’s Workplace

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CHAPTER 1 Communicating in Today’s Workplace 3

8 Among the most significant difficulties in doing business globally is dealing with people who

a live in different time zones

b may speak another language

c differ from you in customs, lifestyles, and religion

d use different equipment and technology in conducting business

NOT A-D:

Doing business beyond borders is especially difficult because you may deal with people whose customs, lifestyles, and religions are different from yours

AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives

9 Many businesses today are 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 management hierarchies are more authoritarian than ever before

d employees at all levels need excellent communication skills

NOT A-:D

In flat organizations, employees at all levels take part in decision-making and must, therefore, be skilled communicators

10 Which of the following statements about team-based management is least accurate?

a Companies use team-based management as a way to improve communication

b Because the concept is relatively new, very few companies have adopted team-based

management yet

c Some companies must hire communication coaches to help team members get along

d Companies that use team-based management prefer to hire workers who already possess interpersonal, negotiation, and collaboration skills

d Companies prefer to hire employees who already possess the skills necessary to work

effectively as part of a team

AAC: Tier 1—Communication; Tier 2—Teamwork

11 Jack has colleagues located throughout the world, and he would like to conduct a real-time meeting with them to discuss an important issue Which of the following communication

technologies should he choose?

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a Teleconferencing or videoconferencing

b E-mail

c A blog or a wiki

d Text messaging

NOT A-D:

Jack should choose teleconferencing or videoconferencing; both communication technologies enable businesspeople to conduct meetings with associates around the world

AAC: Tier 1—Reflective Thinking; Tier 2—Analysis

AAC: Tier 1—Technology; Tier 2—Communication evolution

12 Which of the following statements about new work environments is least accurate?

a Mobile technologies support flexible working arrangements that allow employees to work from home or on the road

b Many workers are part of virtual teams

c Individual offices and cubicles are used to promote an open environment

d Working from home or on the road makes communication skills even more important

NOT:

a Because of advances in communication and mobile technologies, many employees are able

to work from home or on the road

b Because of collaboration tools, many employees now work on virtual teams

c Instead of individual offices and cubicles, companies are encouraging open offices with flexible workstations and shared conferences

d As more and more employees work separately, communication skills have become even more important

13 Which of the following statements about workplace diversity is the most accurate?

a Customers prefer to purchase products and services from companies whose workforce and ads include people like themselves

b The number of older workers is decreasing

c The workforce of tomorrow will continue to be predominantly male and Anglo-oriented

d A diverse workgroup is less able to respond to changes in customer base in local and world markets

NOT:

a Customers prefer to purchase products and services from companies whose workforce and ads include people like themselves

b The number of older workers is increasing

c The workplace is no longer going to be predominantly male or Anglo-oriented

d A diverse workgroup is better able to respond to changes in customer base in local and world markets

AAC: Tier 1—Diversity; Tier 2—Cultural imperatives

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14 Select the best definition of communication

a Communication is the transmission of information from one individual or group to another

b Communication is the transmission of data from one individual or group to another

c Communication is the transmission of information and meaning from one individual or group

to another

d Communication is the transmission of ideas from one individual or group to another

TOP: Understanding the Process of Communication

NOT A-D:

Communication is the transmission of information and meaning from one individual or group to another

15 For communication to be successful,

a the fastest communication channel must be selected

b the sender must pronounce all words perfectly

c feedback must be given

d the receiver must understand the message as the sender intended it

NOT A-D:

Communication is successful only when both the sender and the receiver agree on the meaning of what was transmitted

AAC: Tier 1—Communication; Tier 2—Patterns

16 The process of communication begins when

a a message is put into words

b a message is sent over a communication channel to the receiver

c the sender has an idea

d the receiver actually receives the message and decodes it

NOT A-D:

The first step in the communication process is idea formation

17 When promoters of Kentucky Fried Chicken in China used their successful “finger-lickin’ good” slogan, they didn’t realize it would translate to “eat your fingers off.” When a sender initiates a communication transaction, he or she has primary responsibility for

a selecting a proper communication channel

b providing means to ensure reliable feedback

c decoding the message properly to facilitate comprehension

d choosing appropriate words or symbols as part of the encoding process

NOT A-D:

When a sender initiates a communication transaction, he or she has primary responsibility for

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choosing appropriate words or symbols as part of the encoding process

18 The U.S Army carefully selected the words used in its slogan, “Be all you can be,” while

a selecting the channel

b encoding the message

c decoding the message

d evaluating the message

NOT A-D:

Encoding a message requires selecting words that convey a precise meaning

19 Alexandra is giving a presentation to her company about possible global expansion As she prepares her PowerPoint slides, she chooses a background showing a world map Alexandra is involved in what part of the communication process?

a Evaluating the message

b Decoding the message

c Encoding the message

d Selecting the channel

NOT A-D:

When encoding a message, the sender chooses the appropriate symbols to word the message AAC: Tier 1—Reflective Thinking; Tier 2—Analysis

20 When U.S advertisers converted the popular milk commercial “Got Milk?” into Spanish, they encountered a communication problem with _ because the slogan meant “Are you lactating?”

a bypassing

b frame of perspective

c proper channel

d lack of feedback

NOT A-D:

Bypassing results when words convey different meanings to different people

AAC: Tier 1—Diversity; Tier 2—Cultural Imperatives

21 E-mail, cell phones, memorandums, letters, Web pages, and reports are all examples of

a messages

b channels

c encoding tools

d software

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NOT A-D:

E-mail, cell phones, memorandums, letters, Web pages, and reports are all examples of

communication channels

22 Manuel needs to deliver a sensitive message to a colleague and decides to deliver it face to face Manuel is in the process of

a encoding the message

b decoding the message

c preparing for feedback

d selecting the channel for the message

NOT A-D:

Selecting the channel for the message means deciding how the message will be sent to the receiver AAC: Tier 1—Reflective Thinking; Tier 2—Analysis

23 While Morgan is speaking to her friend on her cell phone, static interferes with the call This interruption in the transmission of the message is called

a bypassing

b vibration

c noise

d frame of reference

NOT A-D:

Noise is anything that interrupts the transmission of a message

AAC: Tier 1—Technology; Tier 2—Synchronous messaging

24 Steve must send an e-mail message to a client in Rome He is carefully selecting his words to ensure that his Italian client, who speaks English as a second language, will understand them He

is involved in which part of the communication process?

a Message encoding

b Idea formation

c Message transmission

d Message decoding

NOT A-D:

Encoding is the step in the communication process that involves converting the idea into words

or gestures that will convey meaning

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25 Lindsay has just received an e-mail message from a client and is reading it carefully to determine her client’s needs She is involved in the part of the communication process

a encoding

b channel selection

c decoding

d feedback

NOT A-D:

Translating a message from its symbol form into meaning involves decoding

AAC: Tier 1—Communication; Tier 2—Patterns, Audience

26 Which of the following is an example of an internal disruption in the decoding process?

a Loud construction sounds outside prevent Jack from hearing the message

b Susan finds her mind drifting during a lecture as she thinks about her upcoming trip to

Hawaii

c Marcus is finding it hard to pay attention during the interview because the interviewee’s phone keeps ringing

d Sarah finds it difficult to read her colleague’s e-mail message because it’s filled with

grammatical errors and typos

NOT:

a A loud sound is an example of an external disruption in the decoding process

b Daydreaming is an example of an internal disruption in the decoding process

c A ringing phone is an example of an external disruption in the decoding process

d Grammatical errors and typos are examples of semantic obstacles during the encoding

process

27 Julia is offended when she notices that only masculine pronouns are used in the company’s human resources manual What type of decoding problem does this cause?

a Closed communication climate

b Bypassing

c External disruption

d Semantic obstacle

NOT A-D:

Semantic obstacles, such as misunderstood words or emotional reactions to certain terms, can cause problems during the decoding process

AAC: Tier 1—Diversity; Tier 2—Gender differences

28 Dominique includes the sentence “Let me know whether I can answer any questions” at the end

of his e-mail message as a way to encourage

a decoding

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b feedback

c frame of reference

d bypassing

NOT A-D:

Senders of messages can encourage feedback by including sentence such as “Let me know whether I can answer any questions.”

29 As her supervisor explains the new procedure, Gina nods her head Gina’s response is an

NOT A-D:

Nonverbal feedback uses body language to let the sender know whether the message has been received and understood

30 _ helps the sender know whether the message was received and understood

a Feedback

b Noise

c Bypassing

d An evaluative response

NOT A-D:

Feedback helps the sender know that the message was received and understood

31 Which of the following is the most useful feedback?

a I can’t imagine why you think diversity training would be helpful to new employees

b If I understand you correctly, your recommendation is to offer diversity training to all new employees

c That idea can’t possibly work

d All employees need diversity training

NOT A-D:

Descriptive feedback such as “If I understand you correctly, your recommendation is to offer diversity training to all new employees” is more useful than evaluative feedback such as “That idea can’t possibly work.”

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AAC: Tier 1—Communication; Tier 2—Patterns, Audience

32 Joseph says that he will answer his client’s questions “soon.” Joseph plans to answer the

questions by early next week; his client expects the answers by the end of the day This

misunderstanding results from

a bypassing

b differing frames of reference

c descriptive feedback

d using the incorrect communication channel

TOP: Overcoming Interpersonal Communication Barriers

NOT A-D:

Bypassing occurs when two people attach different meanings to the words being used

AAC: Tier 1—Communication; Tier 2—Rhetorical considerations

33 Differences in frames of reference are especially significant when

a working on improving one’s listening skills

b communicating with persons from a different culture

c overcoming physical barriers to communication

d confronted with conflicting emotions

NOT A-D:

Differences in frames of reference are especially significant when communicating with persons from a different culture because a person’s frame of reference is formed by a combination of experiences, education, and culture

34 A sales team from a large American company was sent to Saudi Arabia to try to sell its products Not realizing that employees in Saudi Arabia prefer informal conversation before starting

business negotiations, the Americans were surprised to find that the Saudis seemed offended when they began their sales presentation immediately A significant barrier to communication in this instance could be attributed to

a bypassing

b lack of listening skills

c failure to recognize different frames of reference

d emotional interference caused when senders or receivers are distracted by internal feelings

NOT A-D:

A significant barrier to communication in this instance could be attributed to failure to recognize different frames of reference

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35 Kathleen sends her résumé out to several companies Unfortunately, it is poorly formatted and contains several typographical errors What kind of communication barrier will this cause?

a Bypassing

b Differing frames of reference

c Emotional distraction

d Physical distraction

NOT A-D:

A poorly formatted résumé that contains typographical errors presents a physical distraction in the communication process

AAC: Tier 1—Communication; Tier 2—Patterns, Rhetorical considerations

36 While conducting an orientation session for new employees, Dylan noticed looks of confusion on the faces of some listeners He then paused and asked his audience, “What questions do you have

so far?” Dylan was striving to overcome communication barriers by

a questioning his assumptions, biases, and prejudices

b improving his language and listening skills

c creating an environment for useful feedback

d reducing physical distractions

NOT A-D:

By asking his audience for questions, Dylan was creating an environment for useful feedback Creating an environment for feedback can help a communicator clear up many

misunderstandings

37 Naoko has just moved to the United States and is taking a class to improve her English skills What interpersonal communication barrier is she trying to overcome?

a Lack of language skill

b Bypassing

c Differing frames of reference

d Semantic obstacles

NOT A-D:

To overcome barriers caused by lack of language skill, each individual needs an adequate

vocabulary, a command of basic punctuation and grammar, and skill in written and oral

expression

AAC: Tier 1—Communication; Tier 2—Standard English

38 Which of the following is an example of external organizational communication?

a An employee performance appraisal

b A sales letter sent to a prospective customer

c A report recommending a change in company procedure

d An e-mail message giving instructions for requesting a change in health benefits

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ANS: B DIF: 5 REF: p 15 OBJ: 1-5 TYPE: Ap

TOP: Communicating in Organizations

NOT:

a An employee performance appraisal is an example of internal organizational communication

b A sales letter is an example of external organizational communication

c A report recommending a change in company procedure is an example of internal

organizational communication

d An e-mail message giving instructions for requesting changes in health benefits is an

example of internal organizational communication

39 Which of the following is an example of an internal organizational communication?

a A collection letter sent to a customer

b A Web site advertising a company’s products

c A meeting of all department managers

d An annual report sent to company stockholders

40 The three basic functions of business communication are to

a inform, entertain, and explain

b inform, persuade, and promote goodwill

c inform, persuade, and explain

d inform, instruct, and entertain

NOT A-D:

The three basic functions of business communication are to inform, persuade, and promote goodwill

41 Kenrick is communicating with a colleague in real time over the Internet using a private chat room Kenrick is using a communication technology called

a instant messaging (IM)

b blogging

c e-mailing

d videoconferencing

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NOT A-D:

Instant messaging allows users to create a private chat room to communicate in real time over the Internet

AAC: Tier 1—Technology; Tier 2—Synchronous communication, Communication evolution

42 Which of the following statements comparing oral and written communication is most accurate?

a Written communication is preferred when a permanent record is needed

b Oral messages are generally more organized and well-considered than written messages

c One advantage of written communication such as a report is that it allows for immediate feedback

d Oral communication is preferred when presenting formal or complex ideas

NOT:

a One advantage of written communication is that it leaves a permanent record

b Writing out an idea instead of delivering it orally enables communicators to develop a

more organized, well-considered message

c Oral communication, not written communication, allows for immediate feedback

d Written communication is better when presenting formal or complex ideas

43 Which of the following is an example of downward communication?

a Three supervisors meet to discuss a new training program for their employees

b A supervisor submits a progress report on his department’s current project

c An employee suggests a way to improve customer service

d A supervisor sends an e-mail message to all division employees detailing the newest

procedure for submitting expense account reports

TOP: Improving the Flow of Information in Organizations

d An example of downward communication involves a supervisor sending an e-mail message

to all division employees detailing the newest procedure for submitting expense account reports

44 Which of the following is an example of an informal organizational communication channel?

a A supervisor gives a performance appraisal to her subordinate

b An employee suggests to his supervisor a way to increase productivity in his department

c Sales team members hold a virtual meeting to discuss potential customers

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d An employee starts a blog on which she shares her personal work experiences, opinions, and observations

TOP: Improving the Flow of Communication in Organizations

d A blog is an example of an informal communication channel

45 Which of the following statements about formal and informal communication channels is most

accurate?

a All relevant organizational information should flow through formal communication channels

b Ideally, the heaviest flow of information within an organization should be downward, from decision makers to workers

c The grapevine can be a fairly accurate and speedy source of organization information

d Most traditional organizations have established regular channels for the horizontal exchange

of information

NOT:

a Relevant organizational information flows through both formal and informal communication channels

b Ideally, the heaviest flow of information should be upward with information being fed

steadily to decision makers

c The informal grapevine is a powerful communication channel that can be fairly accurate and speedy

d Most traditional organizations have few established regular channels for the horizontal exchange of information

46 Companies are increasingly incorporating ethics into their organizations because they want to be socially responsible as well as endure less

a litigation

b resentment

c government regulation

d all of the above

TOP: Examining Business Communication Ethics

NOT A-D:

More and more companies are including ethics programs because they know they will endure less litigation, resentment, and government regulation It’s not just about being socially

responsible

AAC: Tier 1—Ethics; Tier 2—Personal, corporate, legal, ethical responsibilities

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47 Covering up incidents, abusing sick days, lying to a supervisor, and taking credit for a

colleague’s ideas are examples of

a breaking the law

b actions necessary to get ahead today

c unethical actions

d workplace distrust

NOT:

a These incidents are not violations of law; they are unethical actions

b These incidents are not actions necessary to get ahead; they are unethical actions

c These actions are examples of unethical actions

d These incidents are not examples of distrust; they are unethical actions

48 Which of the following statements about laws is least accurate?

a People in accounting and finance should be aware of the Sarbanes-Oxley Act

b Anything published on the Internet is in the public domain and can be used freely

c Assume that anything produced privately after to 1989 is copyrighted

d The concept of fair use gives individuals limited rights to use copyrighted materials without requiring permission

c Anything produced privately after 1989 should be assumed to be copyrighted

d Under the concept of fair use, individuals have limited rights to use copyrighted material without requiring permission

49 Ethical business communicators strive to tell the truth, label opinions so that they are not

confused with facts, are objective, write clearly, and

a ensure that communication flows upward, downward, and horizontally

b give credit when using the ideas of others

c encourage feedback

d choose appropriate channels of communication

NOT A-D:

Ethical business communicators strive to give credit when using the ideas of others Ethical communication has little to do with the directional flow of communication, feedback, or choosing appropriate channels

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50 Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales were higher than they actually were Which of the following questions

is NOT important as you decide what to do?

a Is the action you are considering legal?

b Are there other alternatives?

c Can you discuss the problem with someone whose advice you trust?

d What is the best channel of communication to use in responding to your boss?

NOT A-D:

When faced with difficult ethical decisions, all of the questions shown are helpful except the question regarding deciding on a channel of communication

TRUE/FALSE

1 Employers consistently say that communication skills are critical to effective job placement, performance, career advancement, and organizational success

NOT: Communication skills are consistently viewed by employees as being critical to effective job placement, performance, career advancement, and organizational success

2 Because of new communication technologies, writing skills are no longer important for most of today’s workers

NOT: Writing skills are even more important today because technology enables us to transmit messages more rapidly, more often, and to greater numbers of people than ever before

3 The abilities to read, listen, speak, and write effectively are inborn

NOT: Communication skills are not inborn, but they can be learned

4 The key ingredients in today’s U.S economy are physical labor, raw materials, and capital

NOT: The key ingredients in today’s U.S economy are information and knowledge

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5 Knowledge workers are paid for their ability to learn and to think creatively and critically

NOT: Knowledge workers engage in mind work and are paid for their ability to learn and to think creatively and critically

6 The “new economy” is made up of Internet-based companies and e-commerce

NOT: The new economy is made up of e-commerce and Internet-based companies, and the old economy is made up of bricks-and-mortar companies

7 The most successful employees in today’s workplace will be those who are willing to become lifelong learners

NOT: The most successful businesspeople will be those willing to learn constantly in order to acquire new skills to help them keep up with evolving technologies and procedures

8 Small, medium, and large companies increasingly find themselves competing in global rather than local markets

NOT: Because of improved systems of telecommunication, advanced forms of transportation, and saturated local markets, many companies of all sizes are moving beyond familiar territories

to emerging markets around the world

AAC: Tier 1—Diversity; Tier 2—International applications

9 Flattened management hierarchies allow companies to react more quickly to market changes

NOT: In flat organizations, where the lines of communication are shorter, decision makers can react more quickly to market changes

10 Cross-functional teams are usually made up of people with similar backgrounds, knowledge, and training

NOT: When companies form cross-functional teams, individual team members often don’t share the same background, knowledge, or training

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11 Communication technologies such as e-mail, instant messaging, blogs, wikis, and wireless

networking allow employees to collaborate and complete their work from anywhere in the world

NOT: Tools such as e-mail, instant messaging, blogs, wikis, and wireless networking allow employees and virtual teams to collaborate and complete their work from anywhere

geographically

12 The American workforce is expected to increase in age over the next several years

NOT: The American workforce will see a big jump in older workers in the future By 2020, 20 percent of America's workers will be 55 years or older

13 Diverse workforces are not able to respond as effectively as homogeneous workforces to changes

in local markets

NOT: A diverse staff is better able to read trends and respond to the increasingly diverse

customer base in local and world markets

14 As long as the message is properly transmitted from the sender to the receiver, successful

communication has taken place

NOT: Communication has as its central objective the transmission of meaning The process of communication is successful only when the receiver understands an idea as the sender intended

it

15 Encoding is the process of converting an idea into words or gestures that will convey meaning

NOT: Encoding is the process of converting an idea into words or gestures that will convey meaning

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16 The process of communication begins when the receiver has an idea

NOT: The process of communication begins when the person with whom the message

originates—the sender—has an idea

17 The receiver of a message has primary responsibility for the communication transaction’s success

or failure

NOT: Because the sender initiates a communication transaction, he or she has primary

responsibility for its success or failure

18 Derek responds with positive words about his colleague’s idea, but his tone is sarcastic Tone sends a nonverbal message during the communication process

NOT: Messages carry both verbal and nonverbal messages Derek’s sarcastic tone carries a nonverbal message

19 The best feedback to a message is descriptive rather than evaluative

NOT: The best feedback to a message is descriptive rather than evaluative

20 You and your boss come from very different educational and professional backgrounds You are most likely to experience communication barriers due to differing frames of reference

NOT: A common barrier to clear communication is your frame of reference, which is formed

by a combination of your experiences, education, culture, expectations, personality, and many other elements Because your frame of reference is totally different from everyone else’s, you will never see things exactly as others do

AAC: Tier 1—Diversity; Tier 2—Socioeconomic differences

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21 Creating an environment for useful feedback is an effective way to overcome communication obstacles

NOT: Planning for feedback is an effective way to overcome communication barriers Asking questions such as “Are there any other points you would like me to cover?” is a good way to encourage feedback

22 Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates

NOT: Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates

23 George is sending an e-mail message to the Internal Revenue Service to ask about a specific corporate tax regulation This is an example of internal communication

NOT: Communication with customers, suppliers, the public, and the government are example

of external communication

24 The three primary business communication functions are to inform, to persuade, and to promote goodwill

NOT: Business communication functions fall into three primary categories: (1) to inform, (2) to persuade, and (3) to promote goodwill

25 Today’s organizations prefer interactive, fast-results communication, such as e-mail, instant messaging, and cell phones

NOT: Today’s organizations prefer interactive, fast-results communication, such as e-mail, instant messaging, and cell phones

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26 One advantage of oral communication over written communication is that it minimizes

misunderstandings

NOT: Oral communication minimizes misunderstandings because communicators can

immediately ask questions to clarify uncertainties

27 Because of the latest technology, fewer than half of all business transactions may involve written messages, making writing skills less important than in the past

NOT: As much as 90 percent of all business transactions may involve written messages,

making writing skills even more important than in the past

28 Information flows through formal communication channels in three directions: downward,

upward, and spiral

NOT: Information among workers flows through formal channels in three directions:

downward, upward, and horizontal

29 Leanne, a company supervisor, frequently communicates via e-mail with other supervisors within the company This is an example of a horizontal flow of communication

NOT: Lateral channels transmit information horizontally among workers at the same level, such as between supervisors

30 Many of today’s companies have decreased the number of operating units and managers, thereby shortening lines of communication

NOT: By decreasing the number of operating units and managers, many companies have been able to shorten the lines of communication

31 Mohammed, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager This is an example of a downward flow of communication

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ANS: F DIF: 5 REF: pp 18-19 OBJ: 1-6 TYPE: Ap TOP: Improving the Flow of Communication in Organizations

NOT: Information flowing upward allows employees to suggest methods to management for improving efficiency

32 Managers can influence the grapevine by acting promptly to correct misinformation

NOT: One way a manager can influence the grapevine is by acting promptly to correct

misinformation

33 Downsizing, cost-cutting measures, and the tremendous influx of temporary workers in the current workplace all contribute to the reduced feelings of trust employees feel toward their employers

NOT: Downsizing, cost-cutting measures, and the tremendous influx of temporary workers in the current workplace can all contribute to reduced feelings of trust employees may feel toward their employers These factors hinder effective upward communication

34 A company’s management team has come up with a strategic plan and will share it with all employees This is an example of downward communication

NOT: Information flowing downward moves from decision makers, such as a management team, down to workers

35 When management does not provide sufficient information to employees through the formal channels of the organization, employees may obtain most of their company news from the

grapevine

NOT: Management should try to provide sufficient information to employees through the formal channels of the organization so that employees don’t need to rely on the grapevine for information

36 Ethics can be defined as doing the right thing, given the circumstances

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NOT: Ethics is often defined as doing the right thing in a given situation

AAC: Tier 1—Ethics; Tier 2—Ethics and morals

37 Most people find it easy to be ethical because solid rules of ethical behavior exist to guide us

NOT: Being ethical is not always an easy task because no solid rules of ethical behavior exist to guide us

38 Facts and opinions are often the same

NOT: Facts are verifiable; however, opinions are beliefs that cannot be substantiated

AAC: Tier 1—Analytic; Tier 2—Truthfulness

39 Some states have passed "Plain English" laws that require businesses to write policies,

warranties, and contracts in language comprehensible to average readers

NOT: Some states have even passed "Plain English" laws that require businesses to write policies, warranties, and contracts in language comprehensible to average readers Plain English means short sentences, simple words, and clear organization

AAC: Tier 1—Ethics; Tier 2—Application

AAC: Tier 1—Communication; Tier 2—Standard English

40 When you believe your company is doing something wrong, you should immediately blow the whistle to make sure that the wrongdoing doesn’t continue

NOT: Before blowing the whistle, make sure your facts are straight and then try to correct the matter inside the company

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COMPLETION

1 is the transmission of information and meaning from one individual

to another

ANS: Communication

NOT: Communication is the transmission of information and meaning from one individual to another

2 The person with whom the message originates is known as the

ANS: sender

NOT: Communication has as its central objective the transmission of meaning

3 The process of converting an idea into words or gestures that will convey meaning is called

ANS: encoding

NOT: Encoding is the process of converting an idea into words or gestures that will convey meaning

4 The medium over which a message is physically transmitted, such as e-mail, cell phone, or spoken word, is called the

ANS: channel

NOT: The medium over which the message is physically transmitted is the channel

5 Anything that interrupts the transmission of a message in the communication process is called

ANS: noise

NOT: Anything that interrupts the transmission of a message in the communication process is called noise

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6 The individual in the communication process for whom the message is intended is the

ANS: receiver

NOT: The receiver is the individual for whom the message is intended

7 Translating a message from its symbol form into meaning involves ANS: decoding

NOT: Decoding is the process of translating a message from its symbol form into meaning AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

8 The verbal and nonverbal responses of the receiver create _, which helps the sender know that the message was received and understood

ANS: feedback

NOT: Feedback, which can be both verbal and nonverbal, helps the sender know that the

message was received and understood

9 occurs when people interpret the meanings of words differently

ANS: Bypassing

NOT: Bypassing happens when people apply different meanings to words

10 An individual’s frame of is formed by a combination of experiences, education, culture, expectations, personality, and many other elements

ANS: reference

NOT: An individual’s unique frame of reference is formed by a combination of his or her experiences, education, culture, expectations, personality, and many other elements

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11 The three primary functions of business communication are to inform, to persuade, and to

promote

ANS: goodwill

NOT: The three primary functions of business communication are to inform, to persuade, and

to promote goodwill

12 A(n) _ is an internal company version of the Internet

ANS: intranet

NOT: Intranets are internal company versions of the Internet

13 Official information among workers typically flows through formal channels in three directions: downward, upward, and

ANS: horizontally

NOT: Official information among workers typically flows through formal channels in three directions: downward, upward, and horizontally

14 Job plans, policies, instructions, feedback, and procedures flow _ from managers to employees

ANS: downward

NOT: Job plans, policies, instructions, feedback, and procedures flow downward from

managers to employees

15 Feedback from employees to management forms the _ flow of communication in most organizations

ANS: upward

NOT: Feedback from employees to management forms the upward flow of communication in most organizations

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16 Workers at the same level coordinate tasks, share information, solve problems, and resolve conflicts through communication

ANS: horizontal

NOT: Workers at the same level coordinate tasks, share information, solve problems, and resolve conflicts through horizontal communication

17 Often information in an organization travels along informal channels called the

, which is structured around social rather than formal relationships in an organization

ANS: grapevine

NOT: The grapevine is an informal channel of communication that carries organizationally relevant gossip and is structured around social relationships

18 involves that behavior which is the right thing to do, given the circumstances ANS: Ethics

TOP: Examining Business Communications Ethics

NOT: Ethics can be defined as that behavior which is the right thing to do, given the

circumstances

19 _ are verifiable and often are quantifiable; opinions are beliefs held with confidence but without substantiation

ANS: Facts

NOT: Facts are verifiable and often are quantifiable; opinions are beliefs held with confidence but without substantiation

AAC: Tier 1—Analytic; Tier 2—Truthfulness

20 is the reporting, by employees or ex-employees, of wrongdoing such as fraud, malpractice, mismanagement, breach of health and safely law, or any other illegal or unethical act, either on the part of management or by fellow employees

ANS: Whistleblowing

NOT: Whistleblowing is the reporting, by employees or ex-employees, of wrongdoing such as

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fraud, malpractice, mismanagement, breach of health and safely law, or any other illegal or unethical act, either on the part of management or by fellow employees

AAC: Tier 1—Reflective Thinking; Tier 2 Conclusion

ESSAY

1 Describe five changes occurring in the American workplace and discuss how communication skills are related to those changes

ANS: Students will select five of the following and answers will vary

1) Global competition: Successful communication in global markets requires developing new skills and attitudes These include cultural knowledge and sensitivity, flexibility, and patience 2) Flattened management hierarchies: Today’s flatter organizations require that employees at all levels possess strong written and oral communication skills because their input and commitment are necessary for their organizations to be successful

3) Team-based management: When companies form cross-functional teams, individuals must work together and share information These employees must develop strong interpersonal,

negotiation, and collaboration techniques

4) Innovative communication technologies: To use new communication technologies, including e-mail, instant messaging, text messaging, PDAs, fax, voice mail, wireless networking, cell phones, powerful laptop computers, satellite communications, teleconferencing,

videoconferencing, weblogs, wikis, and peer-to-peer tools, effectively, business communicators must know how to select the best communication channel, how to use each channel and medium most effectively, and how to use online search tools efficiently

5) New work environments: Working in open offices, having flexible working arrangements, telecommuting, and being a member of virtual teams all require the need for even stronger communication skills Staying connected involves sending messages, most of which are written, meaning that one’s writing skills are constantly on display

6) Diverse workforce: Business communicators must be able to interact with many coworkers who differ from them in race, ethnicity, gender, age, and many other ways

7) Emergence of a knowledge-based economy: Knowledge workers must be able to think

critically and to generate, process, and exchange information

AAC: Tier 1—Reflective Thinking; Tier 2—Theory application

2 Describe the communication process and how noise affects it

ANS: Student answers will vary

The communication process has the following steps:

1) The sender has an idea, which can be influenced by such things as mood, frame of reference, background, culture, physical makeup, and the context of the situation

2) The sender encodes the message, which means converting the idea into words or gestures that will convey meaning Bypassing occurs when misunderstandings result from missed meanings 3) The message travels over a communication channel Examples include computers, telephones, cell phones, letters, memorandums, reports, announcements, pictures, spoken words, faxes, and Web pages Anything that interrupts the transmission of a message in the communication process

is called noise Channel noise ranges from static that disrupts a telephone conversation to

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typographical and spelling errors in a letter or e-mail message Channel noise might even include the annoyance a receiver feels when the sender chooses an improper medium for sending a message

4) The receiver decodes the message Only when the receiver understands the meaning intended

by the sender does communication take place Decoding can be disrupted internally by the

receiver's lack of attention to or bias against the sender It can be disrupted externally by loud sounds or illegible words Decoding can also be sidetracked by semantic obstacles, such as misunderstood words or emotional reactions to certain terms

5) Feedback travels to the sender Feedback helps the sender know that the message was received and understood

3 Describe the four significant interpersonal barriers to communication Explain how these barriers

to communication can be overcome

The four interpersonal barriers to communication are as follows:

1) Bypassing: Bypassing occurs when people miss each other with their meanings This happens because people sometimes attach different meanings to words Bypassing can lead to major miscommunication because people assume that meanings are contained in words Actually, meanings are in people

2) Differing frames of reference: Everyone has a unique frame of reference that is formed by his

or her experiences, education, culture, expectations, personality, and many other elements As a result, everyone brings his or her own biases and expectations to any communication situation 3) Lack of language skill: Each individual needs an adequate vocabulary, a command of basic punctuation and grammar, and skill in written and oral expression Moreover, poor listening skills can prevent us from hearing oral messages clearly and thus responding properly

4) Distractions: Emotional interference and physical distractions can be barriers to

communication To reduce the influence of emotions on communication, both senders and

receivers should focus on the content of the message and try to remain objective Physical

distractions such as faulty acoustics, noisy surroundings, or a poor cell phone connection can disrupt oral communication Similarly, sloppy appearance, poor printing, careless formatting, and typographical or spelling errors can disrupt written messages

These barriers can be overcome in the following ways:

1) Recognize that the entire communication process is susceptible to breakdown Anticipate problems in encoding, transmitting, and decoding a message

2) Focus on the receiver’s environment and frame of reference

3) Arrange ideas logically and use words precisely

4) Question your own preconceptions; continually examine your personal assumptions, biases, and prejudices

5) Create an environment for useful feedback

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4 Compare and contrast the internal and external functions of communication within organizations ANS: Student answers will vary

Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates Some of the functions of internal communication are to issue and clarify

procedures and policies, inform management of progress, develop new products and services, persuade employees or management to make changes or improvements, coordinate activities, and evaluate and reward employees

External communication takes place with customers, suppliers, government, and the public Examples of external functions are to answer inquiries about products or services, persuade customers to buy products or services, clarify supplier specifications, issue credit, collect bills, respond to government agencies, and promote a positive image of the organization

5 Compare and contrast formal and informal channels of organizational communication

Information flows formally in organizations in three ways:

1) Downward flow: Information flowing downward generally moves from decision makers, including the CEO and managers, through the chain of command to workers This information includes job plans, policies, procedures, and feedback about employee performance

2) Upward flow: Information flowing upward provides feedback from nonmanagement

employees to management This information includes such things a progress reports and

suggestions

3) Horizontal flow: Lateral channels transmit information horizontally among workers at the same level These channels enable individuals to coordinate tasks, share information, solve problems, and resolve conflicts

Information also flows informally in organizations, most commonly through the grapevine, an informal channel of communication that functions through social relationships and carries

organizationally relevant gossip The grapevine can also be used by managers as an excellent source of information about employee morale and problems

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31

Chapte r 2 -Developing Team, Listening, and Etiquette Skills

3 = Average difficulty Con: Conceptual question REF: Page Reference

NOT: Note (feedback/explanations)AAC: AACSB Competencies

* Question used in Web Chapter Review quiz

MULTIPLE CHOICE

1 Which of the following is an example of a hard skill?

a Being able to work well as part of a team

b Knowing how to engage in appropriate small talk at a business social function

c Having the ability to properly enter accounting transactions in QuickBooks

d All of the above

TOP: Recognizing the Importance of Soft Skills in Today’s Workplace

NOT:

a Being able to work well as part of a team is a soft skill

b Engaging in appropriate small talk is a soft skill

c Entering accounting transactions using software is a hard skill

d Only entering accounting transactions using software is a hard skill; working well as part of a team and engaging in appropriate small talk are soft skills

2 Abby knows that her soft skills will be evaluated during her job interview Which of the

following skills should she practice in order to prepare for her interview?

a Shaking hands appropriately

b Exhibiting posture that shows confidence and professionalism

c Speaking clearly and giving concise answers to interview questions

d All of the above

TOP: Recognizing the Importance of Soft Skills in Today’s Workplace

NOT A-D:

Etiquette expertise, nonverbal behavior, and oral communication skills are all examples of soft skills

3 The reasons that organizations form teams are that teams usually make better decisions, respond faster, increase productivity, achieve greater “buy-in,” exhibit less resistance to change, improve employee morale, and

a are used extensively in every culture

b are proficient in using technology

c experience less hostility among team members

d result in less risk for individual members

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ANS: D DIF: 3 REF: p 35 OBJ: 2-1 TYPE: Con

TOP: Preparing to Work With Groups and Teams

NOT:

a Although teams are used extensively throughout the world, they are not used in every culture

b Although team members may be proficient in using technology, that does not explain why organizations form teams

c Hostility among team members has nothing to do with the motivation for organizations to form teams

d One of the principal reasons that organizations form teams is that responsibility for team decisions is diffused, thus carrying less risk for any individual decisions

4 Bruce is part of a team that is working to come up with a marketing plan for a new product Team members are spread all over the country and don’t meet in person Instead, they use

communication technology that allows them to meet at a distance to collaborate on the project Because members use technology to stay connected, Bruce is part of a

a group

b cross-functional team

c virtual team

d self-directed team

NOT A-D:

Bruce and his colleagues are considered to be a virtual team, whose members use the Web and other communication technologies to help them exchange ideas, make decisions, and stay

connected

5 A task force was formed to discuss ways to increase office productivity The task force members had trouble at first but finally the tension subsided, roles became clear, and information began to flow between members In what phase of team development is this task force?

a Forming

b Storming

c Norming

d Performing

NOT:

a During the forming phase of team development, individuals get to know each other

b In the storming phase of team development, members define their roles and responsibilities and often encounter conflict

c When teams overcome initial tension and sort out their roles, they have progressed to the norming stage

d In the performing phase of team development, team members learn to share information and work together unhindered by conflicts

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CHAPTER 2 Developing Team, Listening, and Etique tte Skills 33

6 A team has been formed to decide how to expand the company’s customer base They are just starting to define their roles and responsibilities and are deciding how they will reach their goals Tension is fairly high among group members The team is in the _ phase of team development

a forming

b storming

c norming

d performing

NOT:

a During the forming phase of team development, individuals get to know each other

b In the storming phase of team development, members define their roles and responsibilities and often encounter conflict

c In the norming phase of team development, roles clarify and information begins to flow between members

d In the performing phase of team development, team members learn to share information and work together unhindered by conflicts

7 Select the least accurate statement about team development

a When team members have dissimilar personality types, they may take longer to get through the storming phase

b The first phase is the forming phase, where individuals attempt to bond and begin to develop trust in one another

c No matter the ultimate goal, all teams eventually reach the final phase, the performing phase

d Formal leadership is not necessary during the norming phase because everyone on the team takes on leadership functions

c Some groups never reach the final stage of performing

d Formal leadership is unnecessary during the norming phase because everyone takes on leadership functions

8 The most effective groups have members who are willing to

a establish rules and abide by those rules

b do everything necessary to avoid conflict

c use e-mail and other technology to communicate

d let the group leader make all decisions

TOP: Analyzing Positive and Negative Team Behavior

NOT A-D:

The most effective groups have members who are willing to establish rules and abide by those rules

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9 Ashja has just been appointed to a committee and wants to be a positive member Which of the

following is the worst advice you can give her?

a Try to involve members who are too quiet

b Tell a lot of jokes throughout the meeting to ease tensions

c Share your ideas with other team members, even if they might not be adopted

d Show interest in what other committee members have to say

NOT:

a Encouraging members to participate is positive team behavior

b Excessive joke-telling is negative team behavior

c Contributing information and ideas is positive team behavior

d Showing interest by listening actively is positive team behavior

10 Which of the following statements about conflict is most accurate?

a Conflict is a normal part of every workplace and every team

b Even when managed properly, conflict decreases group cohesiveness and increases tensions

c Conflict should be avoided because it destroys morale and reduces productivity

d Conflict is always negative

NOT:

a Conflict is a normal part of every workplace and every team

b When managed properly, conflict can actually improve decision-making, clarify values, increase group cohesiveness, stimulate creativity, decrease tensions, and reduce

dissatisfaction

c Although unresolved conflict can destroy morale and reduce productivity, conflict itself should not be avoided because, when managed properly, it can improve group performance

d Conflict is not always negative

11 Lanny and Jane get into an argument during a meeting about how to prepare a proposal What is

the first thing they should do to try to resolve this conflict?

a Look for common ground

b Understand the other’s point of view

c Listen carefully to make sure they understand the problem

d Show concern for the relationship

NOT A-D:

The first step in the six-step procedure for dealing with conflict is to listen to make sure that you understand the problem

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12 Which of the following situations may cause a team to fall victim to groupthink?

a Ethan is a weak team leader

b Jingfang’s team is composed of individuals from several different countries

c Jessica’s team has set specific procedures for evaluating information before making a

decision

d Team leader Rich is pushing his group to make a quick decision

NOT:

a A strong leader, not a weak leader, who favors a specific decision can lead to groupthink

b Team members with similar backgrounds can be a cause of groupthink

c A lack of methodical procedures can lead to groupthink

d A demand for a quick decision can lead to groupthink

13 A team must decide whether to adopt a new procedure for handling employee grievances Team members have decided to appoint a subcommittee to investigate and make a recommendation for action What method for reaching group decisions is this team using?

a Minority

b Consensus

c Authority rule with discussion

d Averaging

NOT:

a This team is using the minority method, which relies on a subcommittee to reach a decision

b A consensus requires all group members to reach agreement This team is using the minority method, which relies on a subcommittee to reach a decision

c Authority rule with discussion allows group members to voice their opinions but leaves the final decision to the group leader This team is using the minority method, which relies on a subcommittee to reach a decision

d Averaging requires that all team members haggle, bargain, cajole, and negotiate to reach a middle position This team is using the minority method, which relies on a subcommittee to reach a decision

14 A team of managers is rewriting the company’s mission statement Because this decision will have such far-reaching and long-term effects, members want to make sure that they have the most creative, high-quality discussion possible What group decision-making method should they use?

a Majority

b Consensus

c Authority rule with discussion

d Averaging

NOT A-D:

With consensus, the discussion continues until all team members have aired their opinions and, ultimately, agree Although time-consuming, this group decision-making method produces the

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most creative, high-quality discussion

15 Nicole is putting together a team to brainstorm product development ideas Because she wants her team to be successful, the team should

a be as homogeneous as possible

b develop procedures to guide them

c avoid conflict

d have a formal leader

NOT:

a The most creative teams are composed of male and female members who differ in age, ethnicity, social background, training, and experience

b The best teams develop procedures to guide them

c Poorly functioning teams avoid conflict, preferring sulking, gossiping, or backstabbing

d Effective teams often have no formal leader

16 William has agreed to be a team leader in his organization Ethically, he must do his best, behave with the group’s good in mind, be committed to fair play, expect to give and receive a fair

hearing, and

a provide guidance in using technology efficiently

b resolve deadlocks by casting a decisive vote

c strive to make the team support her point of view when she is convinced she is right

d be willing to model appropriate team behavior

NOT A-D:

Ethically, William must be willing to model appropriate team behavior Ethically, he is not expected to provide guidance in using technology, and he should not resolve deadlocks by

casting a decisive vote or making the team support his point of view

17 Select the most accurate statement about meetings

a Most people look forward to meetings

b Meetings should be viewed as opportunities to demonstrate leadership, communication, and problem-solving skills

c Because of advances in technology, the number of face-to-face business meetings is

declining rapidly

d Meetings are an excellent way to communicate information that does not require immediate feedback

TOP: Planning and Participating in Productive Meetings

NOT:

a Many people think meetings waste time and accomplish nothing

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b Although meetings are often time-consuming, they can also be looked upon as opportunities

to demonstrate leadership, communication, and problem-solving skills

c As business becomes more team-oriented and management becomes more participatory, people are attending more meetings than ever

d E-mail messages, memos, or letters should be used to communicate information that does not require immediate feedback

AAC: Tier 1—Communication; Tier 2—Meetings

18 Kendra manages the Human Resources Department for her company The due dates for payroll reports will be changing slightly, and she needs to communicate this information to all company managers Kendra should

a send an e-mail or text message to inform the management staff

b prepare an agenda and call a meeting

c consult key people to help her decide whether to call a meeting

d use the grapevine to get the message out

NOT:

Meetings should not be called to distribute information An e-mail or text message would be most efficient to inform managers

AAC: Tier 1—Technology; Tier 2—Asynchronous messaging

19 The real expense of a meeting is the

a time spent arranging it

b cost of the paperwork that is generated

c cost of the refreshments that are served

d lost productivity of all the people attending

NOT A-D:

The real expense of a meeting is the lost productivity of all the people attending

20 Lars is planning a meeting to decide on a new policy for evaluating probationary employees How many participants should he invite?

a At least one representing each of the company’s 16 departments

b Five or fewer

c Ten or fewer

d 30 or fewer

NOT A-D:

When decisions need to be made, the best number is five or fewer participants

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21 Which of the following statements about meeting agendas is least accurate?

a An agenda of meeting topics should be distributed at least two days before the meeting

b An agenda should include as many items as necessary to accomplish your purpose

c A proposed allotment of time for each item should be included on an agenda

d The agenda should include any premeeting preparation expected of participants

NOT:

a At least two days in advance of a meeting, distribute an agenda of topics to be discussed

b To keep meetings productive, limit the number of agenda items

c An agenda should include a proposed allotment of time for each item

d An agenda should include any reports or materials that participants should read in advance AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

22 To conduct an effective and efficient meeting, Deborah should

a wait until all participants arrive before beginning the meeting

b make all final decisions after the group discusses each issue

c go over ground rules at the beginning of the meeting

d do as much talking as possible to be sure all issues are covered thoroughly

NOT:

a Meetings should start on time even if some participants are missing

b The group should reach a consensus on decisions

c Deborah should open the meeting with a three- to five-minute introduction that includes the ground rules to be covered

d The meeting leader should do as little talking as possible while keeping the meeting on target

23 Brandon has been invited to attend his first sales meeting and wants to be an active and

productive member from the very beginning Which of the following should he do to make a good impression?

a Keep his cell phone on so that he doesn’t miss an important call during the meeting

b Come prepared to the meeting by doing any preliminary work required

c Use body language to show whether he’s bored; the meeting leader will appreciate his honesty

d Brandon should do all of these

NOT:

a Cell phones should be turned off during meetings so that participants can pay attention

b Come prepared to a meeting by doing any preliminary work and studying the agenda

c Participants should use positive body language during a meeting

d It's important in a meeting to adhere to the agenda and the time schedule

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24 Which of the following statements about ending a meeting is most accurate?

a The meeting should not end until all agenda items have been fully discussed

b If minutes are taken, they should be distributed at the next meeting

c Because all participants should be responsible for paying attention during the meeting, a summary at the end of the meeting would be a waste of time

d No one should leave the meeting without a full understanding of what was accomplished

NOT:

a Meetings should end on time, even if all agenda items have not yet been discussed

b If minutes are taken, they should be distributed within a couple of days after the meeting

c At the end of the meeting, the leader should summarize what has been decided, discuss action items, and establish a schedule for completion

d No one should leave the meeting without a full understanding of what was accomplished AAC: Tier 1—Reflective Thinking; Tier 2—Conclusion

25 Which of the following statements about collaboration tools is least accurate?

a E-mail, voice conferencing, videoconferencing, Web conferencing, instant messaging, blogs, and wikis are all examples of collaboration tools

b Even with collaboration technologies, live meetings can still be best to exchange ideas, brainstorm, build consensus, and develop personal relationships

c Collaboration technologies can result in significant cost savings and greater efficiency

d New collaboration technologies such as blogs and wikis have made e-mail obsolete

TOP: Using Technology to Facilitate Collaboration

NOT:

a Collaboration tools that you may use on the job include e-mail, voice conferencing,

videoconferencing, Web conferencing, instant messaging, blogs, and wikis

b Everyone agrees that live meetings are best to exchange ideas, brainstorm, build consensus, and develop personal relationships

c Collaboration technologies are fast, convenient, and can result in significant cost savings

d E-mail is still a major communication channel for online collaboration

26 Claudia uses her computer to access an online meeting room, where she takes part in meetings with her department members In this meeting room, participants are able to present PowerPoint slides and Word documents, demonstrate products, visit Web pages, and use a white board Claudia and her colleagues are using what type of collaboration technology?

a Voice conferencing

b Web conferencing

c Instant messaging

d A blog

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c Instant messaging allows users to deliver messages immediately and directly to the receiver’s desktop Claudia and her colleagues are using Web conferencing

d A blog is an interactive online journal Claudia and her colleagues are using Web

conferencing

27 Devon plans to use a collaboration tool that will allow his team members to access a Web site where they can add, change, or delete information This many-to-many form of communication will produce Web-based documents that can be digitally stored, categorized, and searched Devon plans to use

a videoconferencing

b instant messaging

c a blog

d a wiki

c A blog is a one-to-many form of communication Devon plans to use a wiki

d Devon plans to use a wiki, a many-to-many communication tool that allows users to add, change, or delete information

28 Which of the following statements about listening is most accurate?

a Listening is a hard skill that employers seek when looking for well-rounded candidates who can be hired and promoted

b Three quarters of high-quality communication involves listening

c Everyone knows how to listen because listening is an automatic response to noise

d Listening skills become less important as one moves up the career ladder

TOP: Listening in the Workplace

NOT:

a Listening is a soft skill, not a hard skill

b Three quarters of high-quality communication involves listening

c Listening is not an automatic response to noise

d Good listeners make good managers and good listeners advance more rapidly in their

organizations Executives can spend 60 to 70 percent of their communication time

listening

29 Experts say that we ignore, forget, distort, or misunderstand

a less than 10 percent of everything we hear

b 25 percent of everything we hear

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