Test Bank For Essentials of Business Communication 11th Edition Mary Ellen Guffey Dana Loewy

Name: Class: Date:
Chapter 01: Succeeding in the Mobile and Social Workplace
Test Bank for Essentials of Business Communication, 11th

Edition, Mary Ellen Guffey, Dana Loewy
full chapter at: https://testbankbell.com/product/test-bank-for-essentials-of-
business-communication-11th-edition-mary-ellen-guffey-dana-loewy/
1. Which of the following statements is most accurate?
a. The need for well-written messages has declined in today's workforce.
b. Employers rank soft skills as less valuable than hard skills.
c. Social media are playing an increasingly prominent role in business.
d. Today's use of digital media requires less written communication.
ANSWER: c
2. Communication skills
a. are not as important as technical skills for career success.
b. are not necessary in today's competitive job market.
c. are ranked by recruiters at the top of qualities they most desire in job seekers.
d. cannot be learned; they are innate.
ANSWER: c

a. Workers today communicate less than in previous years.
b. Technology has not affected how and why we communicate.
c. Businesses today generate a wide range of messages using a variety of media.
d. Writing is a skill set used only by managers and corporate executives.
ANSWER: c
4. Soft skills are essential career attributes that include communicating effectively, solving problems, making ethical
decisions, and
a. tabulating statistical information.
b. appreciating diversity.
c. operating with the latest technology.
d. All are correct.
ANSWER: b
5. Strategic use of e-mail, internet, voice mail, and texting are most important in developing your
a. on-the-job accuracy.
b. relationships with your co-workers.
c. professional reputation.
d. productivity goals.
ANSWER: c
6. Major trends in today's dynamic world of work include increased emphasis on self-directed work groups and virtual
teams, heightened global competition, innovative communication technologies, new work environments, and focus on
Copyright Cengage Learning. Powered by Cognero. Page 1
Name: Class: Date:

a. creating an entirely online presence.
b. promoting from within.
c. increasing levels of management.
d. business ethics.
ANSWER: d
7. Which of the following statements about today's business environments is most accurate?
a. The number of telecommuting employees is expected to decline in the future.
b. All companies assign offices for employees.
c. Many employees today no longer need an office; they can work anytime and anywhere.
d. Workers today spend more time in offices than workers in the past.
ANSWER: c
8. Which statement about today's workplace is most accurate?

a. Employees can expect to have more managers.
b. Very few businesses involve employees in decision making.
c. Today's employees can expect to interact with people from many cultures.
d. Businesses use social media only to interact with customers.
ANSWER: c
9. The term flattened management hierarchies refers to

a. renewed emphasis on ethics.
b. fewer levels of management.
c. more levels of management.
d. less individual decision making and communication.
ANSWER: b
10. The ability to locate and identify a device as soon as its user connects to the network is known as
a. presence technology.
b. cloud computing.
c. videoconferencing.
d. podcasting.
ANSWER: a
11. According to researchers, most people listen at what level of proficiency?

a. 100 percent
b. 5 percent
c. 25-50 percent
d. 75 percent
ANSWER: c

a. Very few management problems are related to listening.

Name: Class: Date:

b. The average person remembers nearly three quarters of what he or she hears following a 10-minute
presentation.
c. We misinterpret, misunderstand, or change very little of what we hear.
d. Most people are not very good listeners.
ANSWER: d
13. Many of us are poor listeners because

a. the brain can process information at least three times as fast as people talk.
b. we tend to "tune out" speakers whose ideas run counter to our own.
c. we would rather talk than listen.
d. All answer choices are correct.
ANSWER: d
14. According to research, what percentage of our work time is spent listening?
a. 50 percent
b. 90 percent
c. 10 percent
d. 25 percent
ANSWER: a
15. Which of the following is not a physical barrier for listening?

a. Hearing disabilities
b. Poor acoustics
c. Noisy surroundings
d. Personal values
ANSWER: d
16. Your boss is giving instructions for a new method of keeping expense accounts. However, you find it difficult to
concentrate because you think the change is unnecessary. What type of barrier to effective listening are you experiencing?
a. Language problem barrier
b. Psychological barrier
c. Physical barrier
d. Nonverbal distraction barrier
ANSWER: b
17. Peter must inform his employees that his company will need to let go of employees. Which word would be best for
Peter to use when conveying this idea to his employees?
a. Layoff
b. Streamlining
c. Paradigm shift
d. Rightsizing
ANSWER: a
18. Which of the following is associated with active listening?

Name: Class: Date:

a. Establishing a receptive mind-set
b. Focusing on appearance and delivery
c. Concentrating on your next comment
d. Taking as many notes as possible
ANSWER: a
19. To show that you are actively listening during a job interview, you should
a. nod strategically and maintain eye contact.
b. take selective notes.
c. ask related questions.
d. do all of these.
ANSWER: a
20. Amelia has made a conscious effort to become an active listener. Therefore, she shuts down her computer, turns off
her cell phone, and asks her assistant to hold all incoming calls when she conducts interviews. What technique is she
using to improve listening?
a. Keeping an open mind
b. Establishing a receptive mind-set
c. Capitalizing on lag time
d. Controlling her surroundings
ANSWER: d
21. Nonverbal communication includes

a. all unwritten and unspoken messages, intended or not.
b. only body language and gestures that accompany a spoken message.
c. only eye contact and facial expressions that support the meaning of the words.
d. only cues that reveal agreement with or contradiction of the verbal message.
ANSWER: a
22. Which of the following is a form of nonverbal communication?

a. Facial expressions, such as frowning or raising the eyebrows
b. Eye contact, such as staring or avoiding looking someone in the eye
c. Time, such as showing up too late or too early
d. All answer choices are forms of nonverbal communication.
ANSWER: d
23. Which of the following statements about nonverbal communication is most accurate?
a. Nonverbal communication comprises very little of a message that is sent or received.
b. When verbal and nonverbal messages contradict, receivers believe that the verbal message is more accurate.
c. Meanings of nonverbal behaviors are often influenced by the communication context and by one's culture.
d. Nonverbal communication applies to only intended messages.
ANSWER: c
24. Most people think that the best predictor of a speaker's true feelings is his or her
Name: Class: Date:

a. facial expressions.
b. posture.
c. gestures.
d. eyes.
ANSWER: d
25. Which of the following statements about nonverbal communication is most accurate?
a. The meaning of some gestures can vary among cultures.
b. The way an e-mail, letter, memo, or report looks can have either a positive or a negative effect on a receiver.
c. The manner in which we structure and use time can reveal our personalities and attitudes.
d. All statements are accurate.
ANSWER: d
26. According to Edward T. Hall, in which spatial zone do most people converse with friends and family members?
a. Intimate
b. Personal
c. Social
d. Public
ANSWER: a
27. According to Edward T. Hall, which spatial zone is the largest?

a. Intimate
b. Personal
c. Social
d. Public
ANSWER: d
28. Which of the following tips should you follow to improve your nonverbal communication skills?
a. Focus only on the sender's words when you are engaged in conversation.
b. Proofread all correspondence you send.
c. Avoid individuals from other cultures so that you don't start using nonverbal behaviors displayed in other
cultures.
d. Avoid asking the speaker questions when his or her nonverbal and verbal messages contradict.
ANSWER: b
29. In addition to her attire and physical engagement during an interview, what other part of Suzanne's candidacy for the
position embodies nonverbal communication?
a. How well she shows that she has researched the company in her responses to questions.
b. The visual appeal of the resume and cover letter she has submitted.
c. The content of the questions she asks at the end of the interview.
d. All of these.
ANSWER: b

Name: Class: Date:

30. Stephen's manager notices that he slammed his desk drawer right after he said that he was happy to work late. To
optimize communication, the manager should
a. tell Stephen that he should behave more professionally.
b. respond to the verbal message only and thank him for working late.
c. seek additional information by saying, I'm not sure that you're okay with staying late. Do you have somewhere
you need to be?
d. avoid asking Stephen to stay late in the future.
ANSWER: c
31. Every country has a unique culture or common heritage that

a. teaches its members how to behave and conditions their reactions.
b. results from a common gene pool.
c. is created by a structured educational system.
d. comes from an orderly system of government and laws.
ANSWER: a
32. Which of the following is not a dimension of culture?

a. Power distance
b. Individualism
c. Tolerance
d. Time orientation
ANSWER: c
33. The most important cultural dimension is

a. power distance.
b. communication style.
c. time orientation.
d. context.
ANSWER: d
34. Which of the following is a common trait of a business communicator from a low-context culture?
a. Valuing group membership
b. Preferring indirect verbal interaction
c. Placing emphasis on written information
d. Relying on context and feeling
ANSWER: c
35. Communicators from North America, Scandinavia, and Germany tend to be logical, analytical, and action oriented.
They also depend little on the context of a situation to convey their meaning. These communicators represent what kind of
culture?
a. High-context
b. Primitive
c. Ancient
d. Low-context

Name: Class: Date:

ANSWER: d
36. Which of the following countries represents a high-context culture?

a. United States
b. Germany
c. Norway
d. Japan
ANSWER: d
37. North Americans value straightforwardness and are suspicious of evasiveness. These traits identify the cultural
dimension of
a. individualism.
b. power distance.
c. communication style.
d. time orientation.
ANSWER: c
38. Which of the following countries would likely view a business contract as a binding document?
a. Mexico
b. Greece
c. Japan
d. Germany
ANSWER: d
39. Which statement about the effect of social media and communication technology on culture is most accurate?
a. Because of social media, communicators can now reach out to larger and more varied audiences than in the
past.
b. Social media always makes individuals of various cultures feel connected.
c. Social media offers very little potential for intercultural engagement.
d. Developers of social media should use the same design principles for all audiences.
ANSWER: a
40. Which statement about ethnocentrism is most accurate?

a. Ethnocentrism occurs in only Western cultures.
b. Ethnocentrism does not exist in today's culturally diverse workplace.
c. Ethnocentrism causes us to judge others by our own values.
d. Ethnocentrism is the oversimplified perception of a behavioral pattern or characteristic applied to all groups.
ANSWER: c
41. An American businessperson who thinks that all Swiss are hardworking, efficient, and neat is demonstrating an
example of
a. ethnocentrism.
b. tolerance.
c. stereotyping.

Name: Class: Date:

d. a cultural norm.
ANSWER: c
42. Learning about beliefs and practices different from our own and appreciating them means displaying
a. tolerance.
b. individualism.
c. stereotyping.
d. gender norming.
ANSWER: a
43. One of the best ways to increase tolerance when communicating with those from other cultures is to
practice empathy, which refers to
a. speaking louder and listening more actively.
b. sharing your preferred communication style with others.
c. trying to see the world through others' eyes
d. thinking more individualistically
ANSWER: c
44. While conducting business with a customer from Italy, Zoe was careful to speak slowly and clearly, using short
sentences and familiar words. However, she noticed that the customer had a glazed expression and did not understand her.
Zoe should
a. repeat what she has said in a louder voice.
b. graciously accept the blame for not making her meaning clear.
c. end the conversation until an interpreter can be found.
d. require the Italian businessperson to restate the message in simple words.
ANSWER: b
45. When speaking with someone for whom English is a second language, you should talk slowly, enunciate clearly,
check frequently for comprehension, observe eye messages, listen without interrupting, and
a. follow up important messages in writing.
b. avoid smiling, which might make you appear to lack seriousness.
c. use words that will impress the listener.
d. assume that the listener understands if he or she nods and smiles in agreement.
ANSWER: a
46. Which of the following is an example of an idiom, which can cause confusion for multicultural audiences?
a. This product really rocks!
b. Our products can improve your bottom line.
c. Please submit your report ASAP.
d. Call me if you have any questions.
ANSWER: b
47. Max is preparing a contract between his company and one in Mexico. What should he do when citing numbers in the
contract?
Name: Class: Date:

a. Use the metric system.
b. Use American currency figures.
c. Write all months as figures rather than as words.
d. Avoid using any figures in the contract.
ANSWER: a
48. Which of the following is a benefit of a diverse work environment?

a. Being better ability to create the products desired by consumers
b. Experiencing fewer discrimination lawsuits, fewer union clashes, and less government regulatory action
c. Improving employee relationships and increasing productivity
d. All are benefits of a diverse work environment.
ANSWER: d
49. Which of the following is key to improving workforce diversity?

a. Hiring a more homogenous work group.
b. Making fewer assumptions.
c. Ignoring differences.
d. Requiring employees to conform to a standard company culture.
ANSWER: b
50. Workers who communicate successfully with diverse audiences must make few assumptions, learn about their own
and other cultures, and
a. seek common ground.
b. help others conform.
c. avoid noticing differences.
d. encourage group thinking.
ANSWER: a
51. Because of today's communication technology, employees in today's workforce can expect to write fewer messages.
a. True
b. False
ANSWER: False
52. Recruiters often rank communication skills as the highest skill set sought by employers.
a. True
b. False
ANSWER: True
53. Only managers and business executives need strong communication skills.
a. True
b. False
ANSWER: False
54. Employees in today's workforce must be prepared to write using a variety of media.
Name: Class: Date:

a. True
b. False
ANSWER: True
55. Appreciating diversity is an example of a "soft" skill.

a. True
b. False
ANSWER: True
56. Despite their popularity among teens, social networking sites such as Facebook and Twitter are rarely used in today's
business world.
a. True
b. False
ANSWER: False
57. As a frontline employee, you can expect to have more managers in the workforce.
a. True
b. False
ANSWER: False
58. As an employee in today's digital workplace, you can expect to work more independently rather than collaboratively
in groups.
a. True
b. False
ANSWER: False
59. Faking attention while others are speaking often increases listening skills.
a. True
b. False
ANSWER: False
60. Psychological barriers to listening include hearing disabilities, poor acoustics, and noisy surroundings.
a. True
b. False
ANSWER: False
61. Physical barriers to listening include only environmentally produced noises.

a. True
b. False
ANSWER: False
62. Trying to write down the majority of what a speaker is saying can improve your listening skills.
a. True
b. False
ANSWER: False
Name: Class: Date:
63. If you want to become a better listener, your first step is to stop talking.
a. True
b. False
ANSWER: True
64. To improve your listening ability, focus both on what is spoken and what is unspoken.
a. True
b. False
ANSWER: True
65. Brooke is listening to a difficult presentation on nanotechnology development. As a good listener, she should ask as
many questions as possible during the presentation.
a. True
b. False
ANSWER: False
66. Establishing a receptive mind-set refers to the listener's openness to learn something new.
a. True
b. False
ANSWER: True
67. When verbal and nonverbal messages conflict, listeners tend to believe the verbal message.
a. True
b. False
ANSWER: False
68. Most communication is nonverbal.

a. True
b. False
ANSWER: True
69. Understanding a message involves listening to only the spoken words.

a. True
b. False
ANSWER: False
70. Most Americans communicate with business associates at approximately 1½ feet.

a. True
b. False
ANSWER: False
71. The physical appearance of your business documents (such as resume and cover letter) transmit important nonverbal
messages.
a. True
Name: Class: Date:

b. False
ANSWER: True
72. Zach's company does business globally. By associating with people from diverse cultures, Zach can widen his
knowledge of intercultural messages and can increase his tolerance of differences.
a. True
b. False
ANSWER: True
73. Greg wants to make sure that his posture during his upcoming job interview affirms his interest in the position. To
accomplish this, he should lean slightly forward, sit erectly, and maintain eye contact.
a. True
b. False
ANSWER: True
74. Our culture molds the way we think, behave, and communicate.
a. True
b. False
ANSWER: True
75. Communication style is the most important dimension of culture.

a. True
b. False
ANSWER: False
76. Individuals in high-context cultures prefer direct verbal interaction, value individualism, rely on logic, say "No"
directly, and give authority to written information.
a. True
b. False
ANSWER: False
77. The United States is an example of a low-context culture.

a. True
b. False
ANSWER: True
78. Laura values individualism and personal responsibility in herself and coworkers. These values are typical of North
American culture.
a. True
b. False
ANSWER: True
79. North Americans consider time a precious commodity and correlate it with productivity, efficiency, and money.
a. True
b. False
Name: Class: Date:

ANSWER: True
80. Individuals in Western cultures are more relaxed about social status and the appearance of power.
a. True
b. False
ANSWER: True
81. Emphasis on the importance of individual words, especially in contracts and negotiations, is a trait of lower-context
cultures such as that of the U.S.
a. True
b. False
ANSWER: True
82. The first step in learning intercultural skills is being aware of your own culture and how it contrasts with others.
a. True
b. False
ANSWER: True
83. Ethnocentrism can be found in all cultures.

a. True
b. False
ANSWER: True
84. Cross-cultural communication can be improved by practicing tolerance and ethnocentrism.

a. True
b. False
ANSWER: False
85. When communicating face-to-face with a person from another culture, you can always assume that the other person is
understanding your ideas if he or she smiles.
a. True
b. False
ANSWER: False
86. For international trade it is a good idea to learn and use the metric system.
a. True
b. False
ANSWER: True
87. The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
a. True
b. False
ANSWER: False
88. Diversity has become a critical bottom-line business strategy in today's global economy.
Name: Class: Date:

a. True
b. False
ANSWER: True
89. Businesses that want to capitalize on cultural diversity need to train workers to think and act alike to reduce conflicts.
a. True
b. False
ANSWER: False
90. Lori will be traveling to Germany for a business meeting. Because she and her German counterparts work for the
same company, she can rightfully assume that they are like-minded and have similar ideas about how to accomplish
goals.
a. True
b. False
ANSWER: False
91. ____________________ such as the ability to communicate, work well with others, solve problems, make ethical
decisions, and appreciate diversity are essential career attributes in today's workplace.
ANSWER: Soft skills
92. ____________________ involves storing applications and data in remote locations.

ANSWER: Cloud computing
93. ____________________ makes it possible to locate and identify a computing device (such as a smartphone, laptop, or
tablet) as soon as users connect to the network.
ANSWER: Presence technology
94. ____________________ cues include eye contact, facial expressions, body movements, space, time, territory, and
appearance.
ANSWER: Nonverbal
95. ____________________ may be defined as "the complex system of values, traits, morals, and customs shared by a
society, region, or country."
ANSWER: Culture
96. According to a model developed by cultural anthropologist Edward T. Hall, ____________________ refers to the
stimuli, environment, or ambience surrounding an event and is arranged on a continuum from low to high.
ANSWER: context
97. The belief in the superiority of one's own culture is known as ____________________. This natural attitude is found
in all cultures.
ANSWER: ethnocentrism
98. An oversimplified perception of a behavior pattern or characteristic applied to entire groups is a(n)
____________________.
ANSWER: stereotype

Name: Class: Date:

99. ____________________ means learning about beliefs and practices different from our own and appreciating them.
One of the best ways to develop this trait is to practice empathy.
ANSWER: Tolerance
100. ____________________ distance refers to how people in different societies see and address differences in equality,
such as hierarchies within the workplace.
ANSWER: Power

Test Bank For Essentials of Business Communication 11th Edition Mary Ellen Guffey Dana Loewy

Uploaded by

Copyright:

Available Formats

Test Bank For Essentials of Business Communication 11th Edition Mary Ellen Guffey Dana Loewy

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Test Bank For Essentials of Business Communication 11th Edition Mary Ellen Guffey Dana Loewy

Uploaded by

Copyright:

Available Formats

What are the main topics covered in the chapter?

What are the main topics covered in the chapter?

What are soft skills and why are they important?

What are soft skills and why are they important?

Name: Class: Date:

Chapter 01: Succeeding in the Mobile and Social Workplace