1) Tara Houser e-mails a colleague Dan Brothers to suggest that he be the lead writer in preparing a comprehensive business plan for the company. The task will be rather time-consuming. Tara tells Dan that “the president will certainly be impressed with whoever heads up this project”, which is persuasive because
A. Dan will gain key leadership experience that will work in his favor when he applies for his promotion.
B. the company will be able to secure additional financing once it has a business plan.
C. the president will be able to use the document to communicate expansion plans to stockholders.
D. Dan can help out his colleague so she does not have to take on this additional responsibility herself.
2) Susan Rojas is applying for a position in the marketing department of a local corporation. Although Greg Ellis is the director of this department, she has been instructed to send her resume and other documents to Jeff Cohen, manager of the human resources department. Jeff screens all applications before sending those of qualified candidates on to appropriate department heads. Jeff is:
A. a watchdog
B. the primary audience
C. a gatekeeper
D. an auxiliary audience
3) Which of the following would NOT be related to a discourse community in a factory?
A. Supervisors have an open-door policy that encourages workers to stop in and chat.
B. Extensive evidence and documentation is required to convince a manager to deviate from a company routine.
C. Certain topics should not be brought up in the presence of upper management.
D. Additional funding has been allocated for the research and development of more energy-efficient manufacturing.
4) A written message is preferable to an oral one for all of the following EXCEPT
A. minimizing undesirable emotions.
B. presenting extensive or complex financial data.
C. discussing many specific details of a law, policy, or procedure.
D. getting an immediate response.
5) Which audience has political, social, or economic power; pays close attention to the transaction between you and the primary audience; and may base future actions on its evaluation of your message?
B. Auxiliary audience
C. Watchdog audience
D. Secondary audience
6) If a document will be a detailed guide or if it contains instructions, you must do all of the following EXCEPT
A. group steps into five to seven sub-processes if there are many individual steps.
B. check to be sure that all steps are in chronological order.
C. number steps or provide check-off boxes so that readers can easily see which steps they have completed.
D. present all the details in lengthy paragraphs so that the readers get all the information they need.
7) Good writing costs companies money, and those costs increase significantly if the communication is ineffective. Which of the following pairs would NOT be two additional costs to the company if written communication is poor?
A. Computers and software
B. Postage and legal problems
C. Lost goodwill and document cycling
D. Paper and wasted time
8) For which of the following business messages would it be appropriate to approach the subject indirectly by leading up to the main point rather than presenting it first?
A. You are complying with an information request sent to you by the county business license department.
B. You are asking a subordinate to complete an entry that he had overlooked on his expense report.
C. You are letting your staff know that there will be significant downsizing in your department in the upcoming year.
D. You are e-mailing a copy of a sales report to a colleague who had asked for it.
9) Which of the following is NOT a communication strategy that should be used to improve customer satisfaction?
A. Brainstorming more efficient and effective ways to do things
B. Withholding good ideas from others in the company to avoid security leaks
C. Group problem solving to take advantage of various perspectives
D. Listening closely to customer feedback, both verbal and nonverbal
10) Which of the following audiences would receive an internal document?
A. The job candidate you wish to hire
B. The human resources director
C. The CPA who is auditing your company's books
D. Your best customers
11) Which of the following is an ethically sound practice when communicating a business message?
A. Designing documents to encourage readers to miss key points
B. Withholding information to reduce the likelihood of conflict
C. Including input from all parties interested in the development of the message
D. Manipulating the audience to achieve the desired outcome
12) Which of the following groups would be considered an internal audience for a company?
A. State and local agencies that conduct annual health and safety inspections at the company
B. Stockholders who have invested in the company
C. Three large customers that represent 85% of the company’s annual sales
D. Managers in the company’s Human Resources Department
13) A subordinate comes to you because he is upset with the way he is treated by co-workers. A good first response would be to:
A. Acknowledge his feelings.
B. Tell him about your problems with the same people.
C. Give him some advice on how to handle the situation.
D. Tell him to solve his own problems.
14) Your roommate is always complaining about how much work she has to do and how far behind she is. This is really starting to bother you. You secretly think that things would be a lot better for her if she spent more time studying and less time complaining. Which of the following would be the BEST response when she next tells you how much work she has to do?
A. "I'm really tired of hearing you complain all the time."
B. "It sounds like you have trouble managing your time."
C. "You feel overwhelmed right now, don't you?"
D. "You think that's bad; you should see all that I have to do."
15) Your subordinates tell you that a project will not be completed on time because they are behind schedule. Which of the following is the best response?
A. "If it isn't on my desk by Friday, I'll fire every one of you."
B. "Could you finish it if you had some more help?"
C. "What's wrong with you people? Don't you know what a deadline is?"
D. "You should have told me sooner."
16) Successful intercultural communicators are all of the following EXCEPT
A. flexible and open to change.
B. aware of the values, beliefs, and practices in other cultures.
C. confident that their ways are right and willing to help change the behaviors of others.
D. sensitive to nonverbal behavior that communicates at least as much as words say.
17) Which of the following is NOT related to global business?
A. Firms are increasing international management, and managers often find they need international experience if they want top-level jobs.
B. The last two decades have seen a growing emphasis on diversity, with more and more women and people of color joining the U.S. workforce.
C. Exports are essential both to the success of individual businesses and to a country’s economy as a whole.
D. Many companies depend on vendors or operations in other countries.
18) It can be helpful for managers working overseas to have a basic understanding of the religion observed by workers in that company because:
A. an ordinary business day in the United States may be a holiday in another country.
B. most international companies insist that managers adopt all the customs of the host country.
C. a superior should always seem knowledgeable to his or her employees.
D. then the manager knows when to buy gifts for his or her employees.
19) Which of the following people would be MOST likely be considered a leader by the members of the group?
A. A person who is always willing to run the group by giving orders, making demands, and doing all the talking
B. A person who talks a lot, listens effectively, and responds nonverbally to others in the group
C. A person who makes everyone laugh throughout the meeting and doesn't get stressed out if not all the work gets done
D. A person who nods pleasantly throughout the meeting when anyone makes a comment but does not participate
20) The interpersonal dimension of group interaction focuses on: