Test Bank For Managerial Communication Strategies and Applications 8th Edition by Jennifer R. Veltso

Test Bank For

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Managerial Communication Strategies and Applications 8th Edition by Jennifer R. Veltsos, Geraldine E. Hynes Chapter 1-15

Chapter 1: Communicating in Contemporary Organizations Test Bank

Multiple Choice 1. Which element of scientific management theory is commonly used today in the fastfood industry?

A. Employees do not need to comply with a precise job description.

B. Tasks can be completed at any convenient time.

C. There is strict adherence to rules.

D. Training takes a long time.

Ans: C Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1900s: Management Efficiency and One-Way Communication Difficulty Level: Medium 2. Which of the following is NOT one of Fayol’s principles?

A. discipline B. division of work C. cultural diversity D. authority Ans: C Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1900s: Management Efficiency and One-Way Communication Difficulty Level: Medium 3. According to Dale Carnegie, gaining compliance from other people requires ______.

A. trust and compromise

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

B. vision, attractiveness, humility, and sincerity C. interpersonal skills as personified by forensic debate D. interpersonal dynamics of attraction and influence Ans: D Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Medium 4. According to the human relations approach, employee commitment to an organization is gained by ______.

A. economic motivators and authority B. interpersonal communication skills C. moderate workload D. both economic motivators and authority and interpersonal communication skills Ans: D Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Medium 5. The Hawthorne studies examined which of the following?

A. the effect of light in the work area on productivity B. employee attitudes and feelings toward the workplace C. social organizations within the workplace D. all of these Ans: D Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Medium 6. Contemporary managerial communication stresses the importance of which of the following?

A. listening B. keeping written records C. giving orders D. maintaining discipline Ans: A

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: The Importance of Studying Managerial Communication Difficulty Level: Medium

7. Organizations are ______.

A. stable B. static entities C. continuously evolving D. a dated concept Ans: C Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1950s: The Behavioral Approach and Organizational Communication Difficulty Level: Medium 8. The contingency approach to management communication requires managers to ______.

A. see the interdependence of various aspects of jobs, organizations, and communication B. use the same communication approach at all times for consistency C. use creative analysis only in times of emergency D. not let the situation determine the method of communication Ans: A Learning Objective: 1.2: Define the contingency approach to managerial communication.

Cognitive Domain: Comprehension Answer Location: 21st Century: The Contingency Approach to Management Communication Difficulty Level: Medium 9. Major factors affecting communication contingencies are ______.

A. product quality, diversity, subordination, and competition B. ethics, diversity, product quality, and competition C. time, diversity, ethics, and competition D. competition, creative analysis, product quality, and ethics Ans: B Learning Objective: 1.2: Define the contingency approach to managerial communication.

Cognitive Domain: Knowledge Answer Location: Factors Affecting Communication Contingencies Difficulty Level: Medium 10. Sexual harassment does not typically involve ______.

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. language B. looking C. touching D. holding open doors for women Ans: D Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Comprehension Answer Location: Gender Difficulty Level: Medium 11. Cultural diversity ______.

A. is really a myth B. is found only in large cities C. can make for difficulties in communication D. requires managers to communicate scientifically Ans: C Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Comprehension Answer Location: Diversity Difficulty Level: Medium 12. Age diversity management ______.

A. applies only to the U.S. culture B. protects the rights of older people C. includes considerations of the way employees work D. is especially important to menial jobs Ans: C Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Comprehension Answer Location: Diversity Difficulty Level: Medium

13. A characteristic necessary for competitive advantage is the ability to ______.

A. give orders to employees B. operate without attracting investment C. add value to resources D. develop international contacts Ans: C Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Comprehension Answer Location: Competition and the Drive for Quality Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 14. Competition means ______.

A. two or more parties work against one another to acquire the business of a third party B. a service or product must possess greater value at the same price C. defective parts must be minimal, few product repairs can be tolerated D. all of these Ans: D Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Knowledge Answer Location: Competition and the Drive for Quality Difficulty Level: Medium 15. Ethics is ______.

A. a 20th-century phenomenon B. the result of political scandal C. a cost of doing business D. the result of the culture, education, and philosophy of management Ans: D Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Knowledge Answer Location: Ethics Difficulty Level: Medium 16. Strategies for improving communication ethics do NOT include ______.

A. formal ethics training B. a formal code of ethics C. a corporate ethics committee D. a corporate ethics mentor program Ans: D Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Comprehension Answer Location: Ethics Difficulty Level: Medium 17. The earliest known example of managerial communication may be the record keeping procedure developed by Sumerian priests around ______.

A. 1,000 C.E. B. 1 CE C. 5,000 B.C.E. D. 8,000 B.C.E. Ans: C Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Cognitive Domain: Knowledge Answer Location: Management Communication in Ancient Times Difficulty Level: Medium

18. The systematic evolution of managers as communicators began with ______.

A. the Industrial Revolution B. World War I C. World War II D. the Vietnam War Ans: A Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Medium 19. Two-way communication between managers and subordinates was first emphasized during the ______.

A. scientific management era B. human relations era C. empowerment era D. contingency era Ans: B Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Medium 20. Which approach to management communication is characterized by the interdependence of jobs, organizations, and people?

A. scientific management B. human relations C. contingency D. all of these Ans: C Learning Objective: 1.2: Define the contingency approach to managerial communication.

Cognitive Domain: Comprehension Answer Location: 21st Century: The Contingency Approach to Management Communication Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

21. All of the following business leaders and philosophers are associated with scientific management EXCEPT ______.

A. Lee Iacocca B. Frederick Taylor C. Ray Kroc D. Frank Gilbreth Ans: A Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1900s: Management Efficiency and One-Way Communication Difficulty Level: Medium

22. Dale Carnegie’s philosophy stressed that managers should use which of the following strategies to attain employee commitment?

A. economic incentives B. the authority of the manager’s position C. interpersonal communication D. threat Ans: C Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Medium 23. The Hawthorne studies indicated that the best way to increase worker productivity is to ______.

A. show personal interest in the workers B. change the lighting C. change the work conditions D. increase workers’ compensation Ans: A Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Medium 24. Which approach to management communication is characterized by Peter Drucker’s belief that workers should be considered assets rather than liabilities?

A. administrative approach B. behavioral approach C. contingency approach

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

D. scientific management approach Ans: B Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1950s: The Behavioral Approach and Organizational Communication Difficulty Level: Medium 25. Which of the following caused the empowerment approach to become popular?

A. intense global competition B. rapidly developing technology C. the need for faster product development D. all of these Ans: D Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: 1990s: The Empowerment Approach and Participative Communication Difficulty Level: Medium 26. What are four of the most common types of workplace diversity?

A. gender, culture, age, and education B. religion, nationality, age, and gender C. race, ethnicity, religion, and sexual orientation D. urbanization, acculturation, orientation, and education Ans: A Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Diversity Difficulty Level: Medium 27. Why is managerial communication more complicated today than in the past?

A. increased diversity in the workforce B. large project teams C. products change little from year to year D. renewed emphasis on profit margins Ans: A Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Comprehension Answer Location: Introduction Difficulty Level: Easy 28. In which decade did the United States begin embracing diversity?

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. 1940s B. 1960s C. 1980s D. 2000s Ans: B Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Diversity Difficulty Level: Medium

29. Diversity in the workplace has been linked to which of the following characteristics?

A. increased liability B. weaker hierarchies C. increased profitability D. decreased creativity Ans: C Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Diversity Difficulty Level: Medium 30. Knowing the demographic characteristics of their markets can help businesses do which of the following?

A. expand their territories B. purchase advertising space C. hire for impact D. localize products and services Ans: D Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Culture and Ethnicity Difficulty Level: Medium 31. What percentage of today’s managerial and professional occupations is comprised by women?

A. 36% B. 42% C. 58% D. 61% Ans: C Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge

Answer Location: Gender Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

32. The term ______ is an example of heteronormative language that might marginalize LGBTQ employees.

A. opposite sex B. sexual orientation C. gender D. partner Ans: A Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Comprehension Answer Location: Sexual Orientation and Gender Identity Difficulty Level: Medium 33. Employment rates for people with disabilities are much lower than the rest of the population because ______.

A. managers may not know how to accommodate their needs in the workplace B. employers often fear liability for accidents and injury C. businesses may believe accommodations are too expensive D. people with disabilities prefer to be self-employed Ans: D Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Comprehension Answer Location: People With Disabilities Difficulty Level: Medium 34. Which of the following statements is NOT an example of ableist language?

A. He is wheelchair-bound.

B. Don’t be impolite.

C. They turned a deaf ear to the employee complaints.

D. She’s such a wacko.

Ans: B Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Comprehension Answer Location: People With Disabilities Difficulty Level: Medium 35. What challenge may be created by generational difference in the workplace?

A. Younger managers may feel like older workers are questioning their authority.

B. Older workers tend to avoid drama.

C. Younger workers are willing to try out new technologies.

D. Older workers can offer perspective based on lived experience.

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Ans: A Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Comprehension Answer Location: Age and Generational Differences Difficulty Level: Medium

36. Which of the following behaviors characterizes a manager using the contingency approach to communication?

A. enforce strict compliance to rules and procedures B. use committees to make most decisions C. consult with staff but make the final decision individually in most situations D. analyze the factors affecting each situation to determine if an autocratic or participative style is needed Ans: D Learning Objective: 1.2: Define the contingency approach to managerial communication.

Cognitive Domain: Comprehension Answer Location: 21st Century: The Contingency Approach to Management Communication Difficulty Level: Medium 37. All of the following are examples of ethical communication practices except ______.

A. offering equitable pay for similar work B. temporarily withholding information that would worry customers or shareholders C. being transparent about potential conflicts of interest D. using social media to manage the organization’s reputation Ans: B Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Comprehension Answer Location: Ethics Difficulty Level: Medium 38. Effective communication does not include ______.

A. listening B. reading nonverbal cues C. interpreting difficult concepts and complex messages D. avoiding conflict Ans: D Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Knowledge Answer Location: The Importance of Studying Managerial Communication Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

39. ______ is not an outcome of effective communication.

A. The manager’s perspective dominates the conversation B. Stakeholders understand situations and can respond accurately C. Differences can be resolved D. Trust can be built Ans: A Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Comprehension Answer Location: The Importance of Studying Managerial Communication Difficulty Level: Medium 40. Effective managerial communication is ______.

A. creative and strategic B. entertaining and empathetic C. autocratic and directive D. consistent for every situation Ans: A Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Comprehension Answer Location: The Importance of Studying Managerial Communication Difficulty Level: Medium

True/False 1. The workplace is less diverse and more complex than it was a few decades ago.

Ans: F Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Factors Affecting Communication Contingencies Difficulty Level: Easy 2. Technology eliminates the need for multicultural awareness.

Ans: F Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Factors Affecting Communication Contingencies Difficulty Level: Easy 3. Scientific management identifies the most efficient and effective manner for performing a task.

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Ans: T Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Knowledge Answer Location: 1900s: Management Efficiency and One-Way Communication Difficulty Level: Easy 4. Gangplank theory was the first formal recognition of horizontal communication.

Ans: T Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1900s: Management Efficiency and One-Way Communication Difficulty Level: Easy

5. Dale Carnegie was one of the first writers to link communication skills with managerial effectiveness.

Ans: T Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Easy 6. The Hawthorne studies were originally designed to show the attitudes of employees toward telephone communication.

Ans: F Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Easy 7. The human relations approach during the Carnegie era was manipulative.

Ans: F Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1920s: The Human Relations Approach and the Rise of Interpersonal Communication Difficulty Level: Easy 8. Empowerment is delegating power to employees in the organization.

Ans: T

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1990s: The Empowerment Approach and Participative Communication Difficulty Level: Easy 9. A goal of empowerment is to allow employees more freedom within their jobs.

Ans: T Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times to today.

Cognitive Domain: Knowledge Answer Location: 1990s: The Empowerment Approach and Participative Communication Difficulty Level: Easy 10. Contemporary CEOs are returning to an autocratic model of leadership.

Ans: F Learning Objective: 1.2: Define the contingency approach to managerial communication.

Cognitive Domain: Knowledge Answer Location: 21st Century: The Contingency Approach to Management Communication Difficulty Level: Easy 11. The contingency approach was a management philosophy in the 20th century.

Ans: F Learning Objective: 1.2: Define the contingency approach to managerial communication.

Cognitive Domain: Knowledge Answer Location: 21st Century: The Contingency Approach to Management Communication Difficulty Level: Easy

12. Diversity issues are found in the areas of gender, culture, age, and education.

Ans: T Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Diversity Difficulty Level: Easy 13. Sexual harassment definitions are continually evolving.

Ans: T Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Gender Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

14. Education diversity has decreased managers’ ability to seek help from employees.

Ans: F Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Education Difficulty Level: Easy 15. Ethics in business is constantly evolving to match emerging norms and values and varies from country to country.

Ans: T Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Ethics Difficulty Level: Easy 16. Ethics has no application in business communication.

Ans: F Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Ethics Difficulty Level: Easy 17. The workplace requires more sophisticated managerial communication skills because it is much more diverse and complex than it was just a few decades ago.

Ans: T Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 18. Effective communication is NOT a leading indicator of financial performance.

Ans: F Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times. to today.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 19. Weak managers are more likely to use new social media technologies to facilitate collaboration on work projects than effective managers are.

Ans: F Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times. to today.

Cognitive Domain: Knowledge Answer Location: Ethics Difficulty Level: Easy 20. Business transactions were recorded in the Middle East as early as 5,000 B.C.E. Ans: T Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times. to today.

Cognitive Domain: Knowledge Answer Location: Management Communication in Ancient Times Difficulty Level: Easy

Short Answer 1. What are some of the differences between men and women in workplace communication style?

Ans: Men may be more assertive than women. Women show more social support and sympathy to colleagues. Men and women provide different types of feedback.

Leadership styles of men and women differ. Women and men convey a different nonverbal message with the same gesture. Men use space differently with other men than with women. Men and women use different persuasive strategies. Women in management are typically more risk averse than men, take a longer term perspective, and are more relationship-oriented.

Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Knowledge Answer Location: Gender Difficulty Level: Medium 2. What are some typical strategies for empowering employees?

Ans: Such strategies as autonomous work groups, self-leadership, work-out groups, and quality circles should increase employee empowerment. Involving labor leaders in management decisions increases empowerment. Sharing information and sharing the company’s vision increase employee empowerment.

Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times.

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Cognitive Domain: Knowledge Answer Location: 1990s: The Empowerment Approach and Participative Communication Difficulty Level: Medium

3. Based on the ideas in this chapter, what topics should be included in a managerial communication training program?

Ans: Interpersonal skills, collaboration, cultural sensitivity, and diversity are some of the most important topics for managerial communication training. Core skills training should include listening, interpreting organizational objectives, nonverbal behavior, building trust, and group problem-solving methods. Speaking and writing competencies are also generally considered to be threshold competencies for supervisors and managers.

Learning Objective: 1.1: Describe the evolution of managerial communication from ancient times.

Cognitive Domain: Application Answer Location: The Importance of Studying Managerial Communication Difficulty Level: Medium 4. What impact does an age-diverse workforce have on the level of difficulty in communication between employees? Between employees and their managers?

Ans: Different generations have separate values and priorities that may have greater impact on workplace communication than cultural differences. Some of the generational differences affecting workplace behavior are the perceived importance of job security, retirement benefits, and work/life balance. Managerial communication can be affected by generational differences in reactions to authority. Managers might appeal to globalization and social media to bridge gaps and improve workplace harmony.

Learning Objective: 1.3: Explain how diversity affects approaches to communication within organizations.

Cognitive Domain: Application Answer Location: Age and Generational Differences Difficulty Level: Medium 5. What are some of the external factors that require managers to communicate effectively and efficiently?

Ans: The contemporary workplace is complex and rapidly changing. Businesses experience greater competition and demands for higher quality and service. Product development cycles are shorter and profit margins are often smaller, requiring companies to carefully watch their costs. Customers and employees are increasingly aware of the impact of production and operations on the environment and human rights.

Managers must be able to communicate with a variety of audiences and respond to their unique circumstances quickly, ethically, and responsibly.

Learning Objective: 1.4: Discuss the role of effective communication in developing a culture of quality and ethics in the workplace.

Cognitive Domain: Application Answer Location: Introduction Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Chapter 2: Understanding the Managerial Communication Process Test Bank

Multiple Choice 1. What are five levels of managerial communication?

A. intrapersonal, interpersonal, group, organizational, and intercultural B. interpersonal, team, supervisory, corporate, and intercultural C. multicultural, interpersonal, team, group, and organizational D. organizational, departmental, team, supervisory, and intrapersonal Ans: A Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Medium 2. What is the level of managerial communication that involves listening, reading, and observing?

A. interpersonal B. intrapersonal C. contrapersonal D. metapersonal Ans: B Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Medium 3. Intrapersonal communication focuses on ______.

A. the exchange of thoughts between two people B. meetings involving three or more people C. how a group of tasks is linked to complete a job D. internal thoughts and behavior Ans: D Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

4. Organizational communication focuses on ______.

A. the exchange of thoughts between two people B. meetings involving three or more people C. how a group of tasks is linked to complete a job D. internal thoughts and behavior Ans: C Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Medium 5. Managerial communication may occur at any of the following levels except ______.

A. intrapersonal B. universal C. group D. interpersonal Ans: B Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Medium 6. Generally speaking, a manager spends ______ of their time communicating.

A. 55% B. 65% C. 75% D. 85% Ans: C Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium 7. Understanding of a manager’s message is based on the receiver’s ______.

A. education and attention B. position on the company’s organizational chart C. perception and message interpretation D. experience and attention Ans: C Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: A Strategic Approach Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

8. All communication takes place within ______.

A. one’s mind B. a physical environment C. an organization’s usual business hours D. a culture Ans: D Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Cultural and Values Difficulty Level: Medium 9. Which aspects of an organization’s physical space encourage open communication?

A. open space, live plants, music, food B. open space, surveillance cameras, closed doors C. waterfalls, sparse furniture, surveillance cameras D. music, sparse furniture, long empty hallways Ans: A Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Cultural and Values Difficulty Level: Medium 10. When characteristics of the receiver cause distortions to the sender’s intended message, they are referred to as ______.

A. internal noise B. communication adaptations C. external noise D. poor communication skills Ans: A Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Receiver Difficulty Level: Medium 11. What elements are involved in the first layer of the strategic model of managerial communication?

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. sender, receiver, purpose B. content, channel, time, medium C. culture, values, communication climate, stakeholder concerns D. relationship, status, environment Ans: C Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Layer 1: Contextual Factors Difficulty Level: Medium

12. The second layer of the strategic model of managerial communication consists of ______.

A. the date, time, and place of the communication B. the cultural background of the receiver C. the sender, receiver, and purpose of the communication D. the totality of the message and its likely impact on the receiver Ans: C Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: The Second Layer Difficulty Level: Medium 13. What factors are included in the third layer of the strategic model of managerial communication?

A. the targeted audience, the purpose, the medium, and the physical environment B. the message content, the channel, the time the communication occurs, and the physical environment C. the target audience, the purpose, the time the communication occurs, and the physical environment D. the medium, the physical environment, the content, and the time the message occurs Ans: B Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Layer 3: Message Factors Difficulty Level: Medium 14. Which of the following is an example of both oral and written communication?

A. company meetings where reports are presented B. company website C. quarterly financial reports

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

D. briefings Ans: A Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Channel of the Message Difficulty Level: Medium 15. Which of the following statements is accurate?

A. Time has an effect on all elements of management communication.

B. Time has an effect only on workplace productivity.

C. Time cannot be well managed in a meeting.

D. Time can be ignored in most small group meetings.

Ans: A Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Time Difficulty Level: Medium

16. The layers of the strategic model of managerial communication are ______.

A. monolithic B. circular C. easily isolated D. interdependent Ans: D Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: A Strategic Approach Difficulty Level: Medium 17. All of the following are common purposes for managerial communication except ______.

A. to gain information B. to share information C. to achieve status D. to persuade Ans: C Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge

Answer Location: Purpose of the Message Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

18. Which of the following is NOT affected by an organization’s culture and values?

A. channel choice B. interpersonal interactions C. office design D. attitudes about time Ans: D Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Culture and Values Difficulty Level: Medium 19. You need to reassure anxious employees about a major change in processes, so you rely on the organization’s culture of transparency. Which layer of the strategic model of managerial communication applies to your analysis?

A. contextual factors B. situational factors C. message factors D. contingency factors Ans: A Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Comprehension Answer Location: Layer 1: Contextual Factors Difficulty Level: Medium 20. You want to persuade your supervisor to let you take on a new but risky project, so you identify one of their priorities that the new project might support. Which layer of the strategic model of managerial communication applies to your analysis?

A. contextual factors B. situational factors C. message factors D. contingency factors Ans: B Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Comprehension Answer Location: Layer 2: Situational Factors Difficulty Level: Medium

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21. It’s time to schedule annual reviews with your team, so you decide to book a conference room for privacy. Which layer of the strategic model of managerial communication applies to your analysis?

A. contextual factors B. situational factors C. message factors D. contingency factors Ans: C Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Comprehension Answer Location: Layer 3: Message Factors Difficulty Level: Medium 22. Managers must take the following into account when sending a message.

A. the receiver’s relationship and status differences with the manager B. the receiver’s interest and emotional state C. the receiver’s knowledge and communication skills D. all of these Ans: D Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Sender Difficulty Level: Medium 23. According to the chapter, the most common reasons managers choose to communicate are to ______.

A. check on progress, give orders, and get feedback B. present and gain information, persuade, and socialize C. test employee knowledge, reinforce status, and relax employees D. reduce internal noise, develop a friendly relationship, and enforce policies Ans: B Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Purpose of the Message Difficulty Level: Medium 24. When scheduling a meeting about a sensitive or confidential topic, which of the following considerations helps you choose the physical location?

A. Is this a public or private situation?

B. Will the message deal with facts or opinions?

C. How interested is the receiver in the topic?

D. What time of day should I send the message?

Ans: A

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Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Comprehension Answer Location: Physical Environment Difficulty Level: Medium

25. Which of the following times would be inappropriate for sending an important report that requires your team’s attention?

A. Monday morning B. Wednesday midafternoon C. Thursday before lunch D. Friday late afternoon Ans: D Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Physical Distance Difficulty Level: Medium 26. You are composing a message that the receiver will find controversial. Which of the following would not be an effective strategy for developing the content?

A. rely on facts that can be supported with data B. use neutral words to reduce the emotional response C. explain the contextual factors to provide background information D. connect to the receiver using phrases like “surely you realize” and “I’m sure you agree” Ans: D Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Comprehension Answer Location: Sender Difficulty Level: Medium 27. What determines whether a message is positive or negative?

A. the sender’s perspective B. the receiver’s perspective C. the organization’s history D. the sender’s communication skills Ans: B Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Receiver Difficulty Level: Medium

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28. When selecting a physical environment in which to communicate, a manager should consider all of the following EXCEPT ______.

A. privacy B. formality C. proximity D. familiarity Ans: C Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Physical Environment Difficulty Level: Medium 29. What characteristics of the receiver may interfere with their interpretation of your message?

A. their prior knowledge of the topic B. the time of day that they receive the message C. the communication climate D. the persuasive strategy Ans: A Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Receiver Difficulty Level: Medium 30. When thinking about the receiver(s) of a message, what elements should be considered?

A. relationship, longevity, education, communication skills B. gender, values, commitment, interest C. age, culture, performance, knowledge D. interest, emotional state, knowledge, communication skills Ans: D Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Receiver Difficulty Level: Medium 31. Which of the following is NOT a valid purpose for managerial communication?

A. promote oneself B. gain information C. share information D. persuade Ans: A

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Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Purpose Difficulty Level: Medium

32. Interpersonal and intrapersonal communication can be hindered by the following critical errors.

A. assumption–observation, failure to discriminate, and allness B. assumption–observation, failure to quantify, and sameness C. assumption–observation, failure to listen, and sameness D. assumption–observation, failure to discern, and oneness Ans: A Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: Critical Errors in Communication Difficulty Level: Medium 33. Failure to discriminate leads to ______.

A. close, attentive listening B. polarization C. the premise of uniqueness D. indexed evaluations Ans: B Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: The Failure to Discriminate Difficulty Level: Medium 34. An appropriate phrase to eliminate the allness error is ______ A. “This is what I consider critical information.”

B. “I am certain this is true.”

C. “In my opinion, . . .”

D. “either . . . or . . .”

Ans: A Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: Allness and the Process of Abstraction Difficulty Level: Medium

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35. Which statement indicates that you are making an assumption?

A. It seems that . . .

B. In my opinion . . .

C. It’s clear that . . .

D. I assume that . . .

Ans: C Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: The Assumption–Observation Error Difficulty Level: Medium 36. What is the best ongoing measure of communication effectiveness?

A. profits B. turnover C. feedback D. quality Ans: C Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: Feedback and Measures of Effectiveness Difficulty Level: Medium 37. Which of the critical errors occurs when people accept something as valid without requiring proof?

A. allness B. failure to discriminate C. assumption–observation D. stereotyping Ans: C Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: The Assumption–Observation Error Difficulty Level: Medium 38. “What else is going on?” is a question to ask in order to avoid making which critical error?

A. allness B. failure to discriminate C. assumption–observation D. stereotyping

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Ans: A Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: Allness and the Process of Abstraction Difficulty Level: Medium 39. “What are the facts?” is a question to ask in order to avoid making which critical error?

A. allness B. failure to discriminate C. assumption–observation D. stereotyping Ans: C Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Medium 40. “What labels have I applied to this situation?” is a question to ask in order to avoid making which critical error?

A. allness B. failure to discriminate C. assumption–observation D. stereotyping Ans: B Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: The Failure to Discriminate Difficulty Level: Medium

True/False 1. A listener’s experiences and different understanding of the meanings of words can complicate and confuse the manager’s message.

Ans: T Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Layer 2: Situational Factors Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

2. Intercultural communication is more important in modern society than intrapersonal communication.

Ans: F Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Easy 3. There is a positive correlation between communication openness and trust and productivity.

Ans: T Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Communication Climate Difficulty Level: Easy 4. An organization’s culture can encourage or discourage information flow.

Ans: T Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Cultural and Values Difficulty Level: Easy 5. As little as one or two errors can change a trusting communication climate to one of distrust.

Ans: T Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Communication Climate Difficulty Level: Easy 6. National culture is how we communicate at work.

Ans: T Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Cultural and Values Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

7. Managers should use the same methods of communication with different receivers.

Ans: F Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Receiver Difficulty Level: Easy 8. A hostile sender/receiver relationship requires less communication time.

Ans: F Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Relationship Difficulty Level: Easy 9. A receiver’s level of knowledge is easily measured by asking specific, open-ended questions and receiving feedback.

Ans: T Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Receiver’s Knowledge Difficulty Level: Easy 10. The communication process consists of an exchange of messages that are comprised of words.

Ans: F Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Layer 1: Contextual Factors Difficulty Level: Easy 11. An important factor affecting the content of a message is whether the receiver will think it is negative or positive.

Ans: T Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Message Content

Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

12. Face-to-face communication is almost always the best way a manager should deliver a message.

Ans: F Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Physical Distance Difficulty Level: Easy 13. A public setting is always preferable when a manager praises a direct report’s performance.

Ans: F Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Knowledge Answer Location: Privacy Difficulty Level: Easy 14. A familiar environment by its very nature should be avoided because it is a distraction for a manager and the receiver.

Ans: F Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Familiarity Difficulty Level: Easy 15. Prompt postmortems are unpleasant but valuable tools for work performance improvement.

Ans: T Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: Feedback and Measures of Effectiveness Difficulty Level: Easy 16. Good managers know how to write or say everything that is important about a subject because of their superior experience.

Ans: F

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Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Sender Difficulty Level: Easy

17. Abstracting is the process of looking at a big picture and omitting details.

Ans: F Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Knowledge Answer Location: Allness and the Process of Abstraction Difficulty Level: Easy 18. Effective communication is the key to planning, leading, organizing, and controlling the resources of the organization.

Ans: T Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Knowledge Answer Location: Layer 1: Contextual Factors Difficulty Level: Easy 19. Of the five levels of managerial communication, the most important is the intercultural level.

Ans: F Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Easy 20. Formal business meetings are the most typical example of the interpersonal communication level.

Ans: F Learning Objective: 2.1: Define the five levels of organizational communication.

Cognitive Domain: Knowledge Answer Location: Levels of Managerial Communication Difficulty Level: Easy

Short Answer

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

1. What are some advantages of communicating in writing? Communicating orally?

Ans: Writing helps a manager to make the message more precise and clear. E-mail offers the additional advantages of immediacy and speed. All companies must use formal written channels for permanent documentation of communication with customers, regulatory agencies, and other external stakeholders; all companies--regardless of size-must document personnel information for legal reasons. Advantages of speaking include persuasibility, efficiency, availability of nonverbal elements, and opportunity for immediate feedback.

Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Comprehension Answer Location: Channel of the Message Difficulty Level: Medium 2. What are two examples of internal noise and two examples of external noise that can damage a listener’s competency at work?

Ans: Varies. Possible examples for internal noise are interpersonal relationships, expectations, attitudes and biases, and emotional and physical conditions. Possible examples for external noise are music, machinery, phones, overheard conversations, interruptions, and comfort level of the environment (temperature, humidity, furniture, lighting, and air quality).

Learning Objective: 2.2: Describe the contextual factors, situational factors, and message factors that managers should consider when sending and receiving messages.

Cognitive Domain: Comprehension Answer Location: Receiver Difficulty Level: Medium 3. What are the three critical errors discussed in Chapter 2, and what questions should a communicator ask in order to avoid making them?

Ans: Critical Error #1: Assumption–Observation; Question to Ask: What are the facts?

Critical Error #2: Failure to Discriminate; Question to Ask: What labels have I applied to this situation?

Critical Error #3: Allness; Question to Ask: What else is going on?

Learning Objective: 2.4: Describe the critical communication errors (assumption–observation, failure to discriminate, and allness) and explain how to avoid them.

Cognitive Domain: Comprehension Answer Location: Critical Errors in Communication Difficulty Level: Medium 4. You must explain a new procedure to your workgroup. Which is the best communication channel to use--a face-to-face meeting or an e-mail? Support your choice with at least two reasons.

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Ans: A face-to-face meeting is the preferable channel because (a) it allows immediate feedback, (b) it allows everyone to hear the message at the same time, (c) it is more persuasive than writing, and (d) it allows the manager to observe the subordinates’ nonverbal behaviors.

Learning Objective: 2.3: Use the strategic model of managerial communication to plan your own messages.

Cognitive Domain: Application Answer Location: Layer 3: Message Factors Difficulty Level: Medium

Chapter 3: Communicating With Technology Test Bank

Multiple Choice 1. The four concepts that help one understand the use of mediated communication include ______.

A. bandwidth, perceived closeness, feedback, and symbolic interactionist perspective B. bandwidth, perceived closeness, feedback, and capability C. feedback, closeness capability, volumity, and bandwidth D. videoconferencing, sensuality, feedback, and perceived closeness Ans: A Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: A Framework for Using Technologically Mediated Communication Difficulty Level: Medium 2. Shaking hands upon meeting someone uses which of the following cues?

A. visual, auditory, tactile, olfactory B. visual, auditory, tactile, gustatory C. visual, tactile, olfactory, gustatory D. auditory, tactile, olfactory, gustatory Ans: A Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Bandwidth Difficulty Level: Medium 3. The information transmission capacity of the available sensory channels is known as ______.

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. capability B. perspective C. sensuality D. bandwidth Ans: D Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Bandwidth Difficulty Level: Medium 4. The major advantage for companies of using videoconferencing is ______.

A. travel time and costs for meetings are reduced B. time zone differences can be ignored C. meetings are shorter D. to avoid eye contact Ans: A Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Feedback Difficulty Level: Medium 5. When selecting a channel, a manager should consider which aspects of the message?

A. sensitivity, privacy, complexity, and agreeableness B. sensitivity, agreeableness, privacy, and negativity C. sensitivity, negativity, complexity, and persuasiveness D. privacy, complexity, information overload, and negativity Ans: C Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Matching Technology and the Message Difficulty Level: Medium 6. Written media are symbolic in that they are often perceived to show ______.

A. urgency and personal concern B. authority and legitimacy C. a desire for teamwork and collaboration D. goodwill and protocol Ans: B Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: A Symbolic Interactionist Perspective

Difficulty Level: Medium

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7. When sending a negative message, managers should ______.

A. get right to the point B. use any available source of technology to get the message to the receiver C. use e-mail D. be sensitive to the receiver Ans: D Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Message Negativity Difficulty Level: Medium 8. As the complexity of a message increases, managers should attempt to use ______.

A. wider bandwidth and the medium that will add to psychological closeness B. the technology that provides for the greatest amount of feedback C. symbolism consistent with the complexity D. all of these Ans: D Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Message Complexity Difficulty Level: Medium 9. Employees are more easily persuaded when ______.

A. they like their manager B. they view the persuader as an authority C. the manager is physically and psychologically close to them D. all of these Ans: D Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Message Persuasiveness Difficulty Level: Medium 10. Common problems with technology include ______.

A. sensory overload B. narrow bandwidth C. reduced opportunities for feedback D. all of these Ans: D Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

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Cognitive Domain: Knowledge Answer Location: Communicating With Technology at Work Difficulty Level: Medium

11. Managerial decision making is defined as ______.

A. identifying and solving problems B. supporting employees and building trust C. encouraging an open workplace D. identifying and employing new technologies Ans: A Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Decision Making Difficulty Level: Medium 12. E-mail is the best channel for which of the following?

A. urgent messages B. dialogues C. public forums D. company-wide announcements Ans: C Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: E-mail Difficulty Level: Medium 13. Mediated technology ______.

A. improves control of specific jobs B. hinders horizontal integration C. does not positively alter vertical communication D. increases managers within a company Ans: A Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: A Framework for Using Technologically Mediated Communication Difficulty Level: Medium 14. One advantage of collaborative writing is ______.

A. it is less expensive B. it creates open lines of communication C. more people can become involved in the writing process D. both it is less expensive and more people can become involved in the writing process Ans: C

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Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Collaboration Difficulty Level: Medium 15. Which of the following work activities is not supported by GDSS? A. idea creation B. message exchange C. individual goal planning D. document preparation Ans: C Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Collaboration Difficulty Level: Medium 16. Risks associated with not having policies for use of technology include ______.

A. breaches of confidentiality B. viruses C. copyright infringement D. all of these Ans: D Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Monitoring Technology Use Difficulty Level: Medium 17. Which of the following is a disadvantage of texting as a channel?

A. Security may be compromised.

B. lack of structure and format C. unprofessional writing style D. all of these Ans: D Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Electronic Messaging: IM and Text Difficulty Level: Medium 18. Which of the following is not a common use for internal blogs?

A. project coordination B. sharing information C. both project coordination and sharing information

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D. promoting the organization Ans: D Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Social Media Difficulty Level: Medium 19. Which of the following channels is the best one to use when notifying employees of impending layoffs?

A. one-to-one conversations B. group meetings C. e-mail D. intranet Ans: B Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Message Sensitivity Difficulty Level: Medium

20. The extent to which people feel close to each other is called ______.

A. propinquity B. proximity C. parallelism D. propriety Ans: A Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Perceived Personal Closeness Difficulty Level: Medium 21. Managers should text coworkers rather than e-mail when ______.

A. they do not need a reply B. they need a quick, brief response C. they are in a meeting D. they want a permanent record Ans: B Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Electronic Messaging: IM and Text Difficulty Level: Medium 22. Which of the following channels is most likely to get the quickest response?

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A. e-mail B. voice mail C. text message D. memo Ans: C Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Electronic Messaging: IM and Text Difficulty Level: Medium 23. To persuade an employee to perform a task they are likely to resist, the best technology medium would be______.

A. e-mail B. text message C. phone D. videoconference Ans: D Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Message Persuasiveness Difficulty Level: Medium

24. Research shows that managers choose the face-to-face channel to symbolize ______.

A. a desire for teamwork B. trust or goodwill C. both a desire for teamwork and trust or goodwill D. formality Ans: C Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: A Symbolic Interactionist Perspective Difficulty Level: Medium 25. When a manager uses the face-to-face channel to remind her team of a regular routine meeting, she is ignoring which message factor?

A. sensitivity B. negativity C. complexity D. persuasiveness Ans: A Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

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Cognitive Domain: Knowledge Answer Location: A Symbolic Interactionist Perspective Difficulty Level: Medium

26. How short should most routine e-mail messages be?

A. one sentence B. one screen C. one paragraph D. one word Ans: B Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: E-mail Difficulty Level: Medium 27. According to information theory, what is the result when two messages travel to the receiver at the same time?

A. propinquity B. selective attention C. transmission failure D. anxiety Ans: A Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Bandwidth Difficulty Level: Medium 28. Which of the following characteristics of e-mail is both an advantage and a disadvantage?

A. permanent B. flexible and adaptable C. instant D. lean Ans: A Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: E-mail Difficulty Level: Medium 29. Which of the following is an appropriate use for e-mail?

A. dialogue B. short, routine messages C. urgent messages

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D. company-wide announcements Ans: B Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: E-mail Difficulty Level: Medium 30. When training employees about using instant messaging at work, what topic should be covered?

A. voice transcription software B. legal liability C. file attachments D. emoticons Ans: D Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Electronic Messaging: IM and Text Difficulty Level: Medium 31. Which of the following is NOT a best practice for IM and text messaging?

A. use emoticons to enhance personal relationships B. use for informal messages C. use for long messages D. use punctuation Ans: C Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Electronic Messaging: IM and Text Difficulty Level: Medium 32. Which of the following is a best practice for internal blogs?

A. use for routine information sharing B. censor employees’ posts C. use a formal writing style D. build and maintain relationships with the public Ans: A Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Collaboration Networks Difficulty Level: Medium 33. Which of the following is NOT a best practice for external blogs?

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A. keep posts consistent with the corporate brand B. monitor monthly C. use for releasing information during a crisis D. respond quickly to all posts Ans: B Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Social Media Difficulty Level: Medium

34. When managers are deciding which channel to use, what channel characteristic is not part of the consideration?

A. bandwidth B. propinquity C. symbolic importance D. sensitivity Ans: D Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: A Framework for Using Technologically Mediated Communication Difficulty Level: Medium 35. Which channel has the widest bandwidth?

A. e-mail B. hardcopy documents C. face-to-face conversation D. texting Ans: C Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Bandwidth Difficulty Level: Medium 36. When managers are deciding which channel to use, what message characteristics should they consider?

A. sensitivity B. complexity C. persuasiveness D. language Ans: D Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge

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Answer Location: Using the Framework to Make Decisions Difficulty Level: Medium

37. In general, the correct channel choice will be ______.

A. efficient and effective B. elaborate and emphatic C. extreme and enervating D. expensive and emergent Ans: A Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: A Symbolic Interactionist Perspective Difficulty Level: Medium 38. Which of the following is NOT a benefit of collaboration networks?

A. facilitate teamwork B. flatten hierarchies C. streamline information sharing D. protect proprietary information Ans: D Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Collaboration Networks Difficulty Level: Medium 39. In the future, monitoring of employees’ use of technology is likely to ______.

A. end B. increase C. decrease D. the future of monitoring is unknown Ans: B Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Monitoring Technology Use Difficulty Level: Medium 40. Which channel is likely to have the longest delay in response time?

A. voice mail B. e-mail C. text message D. IM Ans: A

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Perceived Personal Closeness Difficulty Level: Medium

True/False 1. Four concepts that help us understand the use of mediated communication are bandwidth, perceived personal closeness, feedback, and the symbolic interactionist perspective.

Ans: T Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: A Framework for Using Technologically Mediated Communication Difficulty Level: Easy 2. It is never acceptable to use a narrow bandwidth channel for sensitive messages.

Ans: F Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Bandwidth Difficulty Level: Easy 3. Perceived closeness is the information transmission capacity of the available sensory channels.

Ans: F Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Perceived Personal Closeness Difficulty Level: Easy 4. Research suggests that electronic media don’t affect the closeness people feel toward each other.

Ans: F Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Perceived Personal Closeness Difficulty Level: Easy

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5. All uses of technology designed to enhance managerial communication are constructive.

Ans: F Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Perceived Personal Closeness Difficulty Level: Easy 6. Technology dramatically increases the feedback cycle.

Ans: F Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Feedback Difficulty Level: Easy 7. Managerial communication behavior represents ritualistic responses to the need to appear competent, intelligent, legitimate, and rational.

Ans: T Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: A Symbolic Interactionist Perspective Difficulty Level: Easy 8. Sensitive messages should usually be communicated in face-to-face settings.

Ans: T Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Message Sensitivity Difficulty Level: Easy 9. The extent to which a message is negative and the extent to which it is sensitive are highly related.

Ans: T Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Message Negativity Difficulty Level: Easy 10. Research indicates that the communication of complex detailed information is improved dramatically by using face-to-face rather than written channel.

Ans: F

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Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Message Complexity Difficulty Level: Easy 11. Persuasion is an effort to coerce, fool, seduce, or manipulate the receiver.

Ans: F Learning Objective: 3.2: Explain how technology affects message sensitivity, negativity, complexity, and persuasiveness.

Cognitive Domain: Knowledge Answer Location: Message Persuasiveness Difficulty Level: Easy

12. With regard to technology, a manager’s most important decision is whether to use technological media for communicating a message.

Ans: F Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: E-mail Difficulty Level: Easy 13. Managerial performance is correlated with their ability to use the appropriate channels for their messages.

Ans: T Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: The Management Challenge Difficulty Level: Easy 14. Bots can engage customers and automate some tasks.

Ans: T Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Job and Organizational Design Difficulty Level: Easy 15. GDSS (group decision support systems) increase both efficiency and groupthink.

Ans: F Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Collaboration

Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

16. Collaboration software provide computer-mediated communication systems, allowing different viewpoints and ideas to be compared and discussed in real time.

Ans: T Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: Collaboration Difficulty Level: Easy 17. Although the whole rationale for reliance on technology is increased efficiency and productivity, its use must be constantly reassessed.

Ans: T Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: A Framework for Using Technologically Mediated Communication Difficulty Level: Easy 18. The decision to use technology affects only the channel among all the variables in the strategic communication model.

Ans: F Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Knowledge Answer Location: A Framework for Using Technologically Mediated Communication Difficulty Level: Easy 19. Bandwidth is the information transmission capacity of the available sensory channels.

Ans: T Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Bandwidth Difficulty Level: Easy 20. In terms of information theory, selective attention is the result of information jamming.

Ans: T Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Bandwidth Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 21. Research shows that employees take longer to reply to voice-mail messages than to other types of technology.

Ans: T Learning Objective: 3.1: Describe the roles of bandwidth, perceived personal closeness, feedback, and symbolism in technologically mediated communication.

Cognitive Domain: Knowledge Answer Location: Perceived Personal Closeness Difficulty Level: Easy

Short Answer 1. Give an example in which you could justify the use of communication technology when you are attempting to persuade someone to take an action.

Ans: When timing is important and someone must be notified immediately, it is often best to use phone communication. If the opportunity does not exist to have an appointment with the person in need of persuasion in a timely manner, then written communication may become necessary. In this way, the party can be informed of the topic and that an interest in changing their mind exists, but it is not necessary to see them in a face-to-face format in order to transmit this information. A face-to-face or videoconference meeting can be reserved for later, once they have been appropriately notified of the intent to persuade them.

Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Application Answer Location: Message Persuasiveness Difficulty Level: Medium 2. Provide an example in which technology has changed the way people communicate at work.

Ans: Varies. Here are two examples: Before the information age, managers employed secretaries to compose, send, file, receive, and respond to documents. They employed bookkeepers to handle financial records. Today’s managers are expected to use computer programs to do both administrative and accounting work.

Although public relations was once the domain of specialized companies or divisions, today many employees are entrusted with communicating with the public directly through social media. Instead of large ad buys on television, radio, or print, businesses are embracing social media as a more immediate and authentic voice for their organizations.

Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Application Answer Location: Job and Organizational Design

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

3. What are the most common benefits of enterprise social networks?

Ans: Internal social networks combine aspects of social media with communication, collaboration, and project management tools to facilitate teamwork and internal messaging. Enterprise social networks flatten hierarchies and allow users across an organization to connect and share information. Teams can share calendars, work on shared files, ask questions or crowdsource ideas using IM, and meet by videoconference. As they work, communications are streamlined and project activities are archived, making groups more productive.

Learning Objective: 3.3: Select appropriate digital channels and apply best practices for a variety of workplace messages.

Cognitive Domain: Application Answer Location: Social Media Difficulty Level: Medium

Chapter 4: Managing Meetings and Teams Test Bank

Multiple Choice 1. Which of the following does the chapter list as functions of meetings?

A. informational or fact-finding B. problem-solving C. decision making D. all of these Ans: D Learning Objective: 4.1: Explain the role of meetings and teams in gathering information, solving problems, making decisions, and coordinating work.

Cognitive Domain: Knowledge Answer Location: Managing Meetings and Teams Difficulty Level: Medium 2. Which is not an advantage of working in a team?

A. A group decision may be of a higher quality than that made by an individual.

B. It provides a welcome break from routine independent tasks.

C. Group members are more likely to be committed to the information presented.

D. It may reduce the chance of communication problems.

Ans: B Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Disadvantages of Teams Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

3. Which is not a disadvantage of teamwork?

A. increased chance of communication problems B. high cost C. low-quality decisions D. overuse Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Advantages of Teams Difficulty Level: Medium 4. Which of the following is a symptom of groupthink?

A. the illusion that everyone in the group holds a different viewpoint B. the belief that the group can make mistakes C. the belief that disagreements are to be faced D. the tendency to direct pressure on any dissenting group member Ans: D Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium 5. How can a team leader prevent groupthink?

A. use a “devil’s advocate” B. be open to criticism C. do not make an early decision D. All of these are correct.

Ans: D Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium

6. Which is not a strategic consideration listed in the chapter that assists managers in preparation for meetings?

A. whether to meet B. physical facilities C. feedback D. leadership style Ans: C Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Considerations for Meetings Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 7. Filley, who conducted extensive research on workgroups, thinks the ideal size for a meeting is generally ______.

A. five B. ten C. fifteen D. as many people as you can get to come Ans: A Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 2: Who Should Attend?

Difficulty Level: Medium 8. Which is not a guideline for developing a meeting agenda?

A. use complete descriptions of the topics B. Small meetings don’t require agendas.

C. clarify the goal of the meeting D. Ideally, the set time is no more than 90 min.

Ans: B Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 3: Agenda and Materials Difficulty Level: Medium 9. Which of the following seating arrangements should be avoided at a meeting?

A. an oval table B. a long narrow table C. a round table D. a U-shaped table Ans: B Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Seating Arrangements Difficulty Level: Medium 10. The object of ______ is to generate ideas rather than evaluate or analyze those ideas.

A. nominal group technique B. Delphi technique C. meetings

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D. brainstorming Ans: D Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: Rational Problem-Solving Process Difficulty Level: Medium 11. When more powerful or vocal group members might intimidate others, which decision-making format for a face-to-face meeting is appropriate?

A. nominal group technique B. rational problem-solving C. Delphi technique D. brainstorming Ans: A Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: The Nominal Group Technique Difficulty Level: Medium 12. Which of the following uses a questionnaire that elicits the participants' expert opinions on a topic?

A. nominal group technique B. Delphi technique C. group decision support system D. brainstorming Ans: B Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: The Delphi Technique Difficulty Level: Medium

13. To lead an effective meeting, the facilitator should not ______.

A. paraphrase other’s statements B. use the Delphi technique C. allow multitasking such as checking e-mail D. ask open, unbiased questions Ans: C Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 5: Managing Disruptions Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 14. A(n) ______ question is one originally asked by a group member to the leader who then directs it back to the person who asked it.

A. relay B. overhead C. direct D. reverse Ans: D Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: During the Meeting Difficulty Level: Medium 15. Which is not a good follow-up strategy after a meeting?

A. sending an e-mail or memo summarizing the discussion and action items B. discussing the decisions in the next meeting C. composing and circulating formal meeting minutes D. a phone call to the boss Ans: D Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 6: Follow-Up Difficulty Level: Medium 16. Which of the following is not a disadvantage of teams?

A. costly B. time-consuming C. quantity of ideas D. risk of groupthink Ans: C Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Advantages of Teams Difficulty Level: Medium 17. Which of the following is not an advantage of teams?

A. higher quality decisions B. efficiency C. higher motivation D. better communication Ans: B Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Disadvantages of Teams Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

18. The illusion that everyone in the group holds the same viewpoint is a symptom of ______.

A. teamwork B. leadership C. groupthink D. all of these are correct Ans: C Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium 19. The presence of inordinate optimism that predisposes members to take excessive risks is a symptom of ______.

A. teamwork B. leadership C. groupthink D. Delphi technique Ans: C Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium 20. When a meeting leader asks for “pushback,” they are asking the meeting members to ______.

A. criticize their ideas B. leave C. sit up straighter D. agree on the next step Ans: A Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium 21. Asking a meeting member to play “devil’s advocate” is a strategy for ______.

A. keeping the meeting short B. avoiding groupthink

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C. encouraging harmony D. strengthening leadership Ans: B Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium

22. Which of the following is a disadvantage of conducting stand-up meetings?

A. Everyone is involved.

B. Everyone focuses on the meeting’s purpose.

C. The meeting is brief.

D. The meeting may disrupt others in open-plan offices.

Ans: D Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 1: Should We Meet?

Difficulty Level: Medium 23. Which of the following should not be a consideration when deciding who should attend a meeting?

A. whether the topic is salient to the person B. whether the person has authority to follow through on the chosen action C. the person’s organizational status D. the person’s knowledge of the topic Ans: C Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 2: Who Should Attend?

Difficulty Level: Medium 24. Which of the following is not a skill required for meeting participation?

A. writing B. collaborating C. listening D. compromising Ans: A Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Answer Location: Strategic Considerations for Meetings Difficulty Level: Medium

25. The working paper from which a meeting operates is called a(n) ______.

A. script B. policy C. procedural D. agenda Ans: D Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 3: Agenda and Materials Difficulty Level: Medium 26. “Centrality” describes meeting members who ______.

A. control the flow of information and collaboration B. work in the company’s headquarters C. sit in the center of the room D. perform the most important function in the company Ans: A Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Leading Project Teams Difficulty Level: Medium 27. Which of the following is NOT a recommended technique for respecting cultural differences on a team?

A. schedule longer meetings B. arrange a translator C. make direct eye contact D. use honorifics Ans: C Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 10: Cultural Differences Difficulty Level: Medium 28. Which of the following is NOT a function of business meetings?

A. sharing information B. problem-solving

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

C. coordinating D. implementing decisions Ans: D Learning Objective: 4.1: Explain the role of meetings and teams in gathering information, solving problems, making decisions, and coordinating work.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium

29. Advantages of working in teams include all of the following except ______.

A. greater commitment and loyalty B. increased retention C. improved communication D. faster decisions Ans: D Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Advantages of Teams Difficulty Level: Medium 30. Disadvantages of working in teams include all of the following except ______.

A. risk of groupthink B. higher costs C. wasted time D. poor decisions Ans: D Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Disadvantages of Teams Difficulty Level: Medium 31. The first strategic consideration for meetings is ______.

A. Should we meet?

B. Who should attend?

C. Where and when should we meet?

D. What should be on the agenda?

Ans: A Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 1: Should We Meet?

Difficulty Level: Medium 32. When considering who should attend a meeting, which of the following is not relevant?

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. Who will be represented?

B. What function will members serve?

C. Do attendees work well in teams?

D. Do they work on-site or remotely?

Ans: D Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 2: Who Should Attend?

Difficulty Level: Medium 33. Groupthink can look like all of the following except ______.

A. high group cohesion B. challenging conclusions C. pressure on dissenters to conform to consensus D. excessive risk-taking Ans: B Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium 34. Which of the following statements could signal a group might be susceptible in groupthink?

A. Don’t you agree?

B. Why do you believe that to be true?

C. What data are you using?

D. What other options should be considered?

Ans: A Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Medium 35. What is the best table shape for a decision-making meeting?

A. oval B. square C. circle D. rectangle Ans: C Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 7: Location Difficulty Level: Medium

36. Which of the following characteristics describes a dysfunctional work group?

A. approximately five people B. representation from units with vested interest in the outcome C. slowly evolving discussion D. responsible to carry out the solution Ans: C Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 2: Who Should Attend?

Difficulty Level: Medium 37. Which of the following circumstances justifies a lack of agenda?

A. There wasn’t enough time.

B. Agendas are not part of company culture.

C. The meeting leader is exceptionally busy.

D. The meeting is informal and routine.

Ans: D Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 3: Agenda and Materials Difficulty Level: Medium 38. Which of the following is NOT a primary consideration for virtual meetings?

A. technology support B. physical facilities C. cultural differences D. team relationships Ans: B Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 7: Location Difficulty Level: Medium 39. All of the following statements describe challenges of remote workers except ______.

A. lack of technological skills B. lack of social interaction

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

C. lack of visibility for their contributions D. lack of access to information and resources Ans: A Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 9: Team Relationships Difficulty Level: Medium 40. Which of the following is NOT a purpose of meeting follow-up?

A. determine if the goal has been met B. summarize the decision to ensure all participants understand it C. resolve all differences that occurred during the meeting D. document conversations and decisions for future reference Ans: C Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Consideration 6: Follow-Up Difficulty Level: Medium

True/False 1. Ninety percent of all U.S. businesses use some form of group structure.

Ans: T Learning Objective: 4.1: Explain the role of meetings and teams in gathering information, solving problems, making decisions, and coordinating work.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 2. In coordination meetings, project teams keep each other informed of their progress and plan at each stage of their joint efforts.

Ans: T Learning Objective: 4.1: Explain the role of meetings and teams in gathering information, solving problems, making decisions, and coordinating work.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

3. One advantage of a group meeting is that it increases the chance of communication problems, which is healthy because it creates a better line of communication down the road for group members.

Ans: F Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Advantages and Disadvantages of Working in Teams Difficulty Level: Easy 4. Coch and French found that participation in meetings decreased a feeling of ownership of the outcome.

Ans: F Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Advantages of Teams Difficulty Level: Easy 5. Meeting costs are a standard line item in most company budgets.

Ans: F Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Disadvantages of Teams Difficulty Level: Easy 6. Meetings are an efficient way to make routine announcements and disseminate information.

Ans: F Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Disadvantages of Teams Difficulty Level: Easy

7. Groupthink is the tendency of a group to conform to ideas simply because the general sense of the group has moved in a particular direction and the members of the group feel committed to continue in the same line of thought.

Ans: T Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Groupthink Difficulty Level: Easy 8. A good reason to call a meeting is to allow everyone the opportunity to get away from their desks.

Ans: F

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 1: Should We Meet?

Difficulty Level: Easy 9. Research shows that as a group grows, communication is more effective and stress between members decreases.

Ans: F Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 2: Who Should Attend?

Difficulty Level: Easy 10. An increased number of meeting attendees decrease one’s willingness to participate.

Ans: T Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 2: Who Should Attend?

Difficulty Level: Easy 11. The agenda of the meeting should communicate the what, why, when, and who regardless of the type of meeting.

Ans: T Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 3: Agenda and Materials Difficulty Level: Easy 12. Participants of most meetings need five working days to prepare.

Ans: F Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 3: Agenda and Materials Difficulty Level: Easy

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13. Meetings should occur in the meeting leader’s office.

Ans: F Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Strategic Consideration 7: Location Difficulty Level: Easy 14. When the size of the meeting becomes larger than 10 members, a V-shaped seating arrangement is preferred.

Ans: F Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Knowledge Answer Location: Seating Arrangements Difficulty Level: Easy

15. Social network analysis (SNA) is a tool that managers use to evaluate project team members’ proposed solutions to a problem.

Ans: F Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Knowledge Answer Location: Leading Project Teams Difficulty Level: Easy 16. Studies have shown that brainstorming increases the production of new ideas.

Ans: T Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: Rational Problem-Solving Process Difficulty Level: Easy 17. An advantage of the Delphi technique is that it does not require close physical proximity.

Ans: T Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: Group Decision-Making Formats Difficulty Level: Easy

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18. Unlike in other types of meetings, members of staff meetings are not expected to share information.

Ans: F Learning Objective: 4.1: Explain the role of meetings and teams in gathering information, solving problems, making decisions, and coordinating work.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy

19. The essential aim of informational meetings is to communicate a company point of view and have it accepted by employees.

Ans: T Learning Objective: 4.1: Explain the role of meetings and teams in gathering information, solving problems, making decisions, and coordinating work.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 20. An important advantage of working in teams is increased commitment and loyalty.

Ans: T Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Advantages of Teams Difficulty Level: Easy 21. Decisions made by teams are usually of higher quality than decisions made by individuals.

Ans: T Learning Objective: 4.2: Evaluate the advantages and disadvantages of teams.

Cognitive Domain: Knowledge Answer Location: Advantages of Teams Difficulty Level: Easy 22. Once participants know the goal of a meeting, everything should fall into place and an agenda may not be necessary.

Ans: F Learning Objective: 4.1: Explain the role of meetings and teams in gathering information, solving problems, making decisions, and coordinating work.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 23. If the agenda is well-defined, a group can begin brainstorming solutions immediately.

Ans: F

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Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: Rational Problem-Solving Process Difficulty Level: Easy 24. Nominal group technique neutralizes the influence of group members who may normally dominate open discussion.

Ans: T Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: The Nominal Group Technique Difficulty Level: Easy 25. The Delphi technique works best if all participants are in the same location.

Ans: T Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Knowledge Answer Location: The Dephi Technique Difficulty Level: Easy

Short Answer 1. Give two good reasons to have a business meeting and two poor reasons to have a meeting.

Ans: Good reasons: (1) to get everyone’s input on a complex problem or task, (2) to announce policies or procedural changes to everyone at once and answer questions, and (3) to conduct training.

Poor reasons: (1) to show others that one has the power to call people together, (2) to be the center of attention, (3) for a social or recreational opportunity, and (4) to be seen with influential decision makers.

Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Considerations for Meetings Difficulty Level: Medium 2. What are some of the challenges of telecommuting? List three to four strategies that remote workers can use to minimize these problems.

Ans: Remote workers are challenged by lack of social interaction, achieving work–life balance, and gaining access to information and resources that on-site employees have.

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Remote workers may struggle to make themselves and their work visible to other members of their team. They may be given less responsibility and fewer promotions.

Remote employees should use self-audits to track invisible work like maintaining technology, project preparation, research, and thinking about solutions. They should also talk to others on the team about the telework experience and speak up about problems or ideas. Teams should also develop informal communication patterns, such as instant messaging, social media, or a designated collaboration network channel (e.g., Slack, Teams), to mimic the interactions they would have at an office. When new members join a team, time should be spent helping them become acquainted with the individuals and the norms of the team, including how to ask questions.

Learning Objective: 4.4: Consider how relationships, cultural differences, and disruptions affect team dynamics.

Cognitive Domain: Application Answer Location: Strategic Consideration 9: Team Relationships Difficulty Level: Medium

3. What is NGT? What is its value for group decision making?

Ans: Nominal group technique (NGT) helps a group reach decisions when some members are too dominant. Each participant creates separate lists of the advantages and disadvantages of each alternative solution being considered. After a set time, the participants present their lists, which are posted for all to see and discuss. Then members work alone again to rank all advantages and disadvantages of the alternatives. Then a master list is compiled. The participants can then discuss the issue again. Eventually, the group will generate a decision that reflects all participants’ views.

The most powerful and dominant members cannot affect the outcome disproportionately. This process can also save time because the participants can generate their lists before the meeting.

Learning Objective: 4.5: Guide teams through decision making using the rational problem-solving approach, the nominal group technique, and the Delphi technique.

Cognitive Domain: Comprehension Answer Location: The Nominal Group Technique Difficulty Level: Medium 4. What strategies should managers use to plan effective meetings that will burnish their reputation as leaders?

Ans: Managers should begin by asking if the meeting is necessary. A gathering of workers who simply sit and hear the manager make announcements is not a true meeting. If interaction is not necessary, information may be shared by e-mail, memo, or informal report. But if the meeting is necessary, managers should carefully select participants to ensure representation from stakeholders and determine the level of control that is needed to manage the group’s work. They should create an agenda and circulate it 2–3 days in advance to help participants prepare for the meeting, select an appropriate location, and arrange for necessary technology. During the meeting, the manager should manage participation and disruptions to keep the meeting moving smoothly. When the meeting ends, they should follow up by reviewing meeting goals and summarizing the discussion and decisions.

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Learning Objective: 4.3: Plan effective meetings by considering pre-meeting arrangements of whether to meet, who should attend, what the purpose of the meeting will be, which leadership style is appropriate, and where it should take place.

Cognitive Domain: Comprehension Answer Location: Strategic Considerations for Meetings Difficulty Level: Medium

Chapter 5: Making Presentations Test Bank

Multiple Choice 1. When a presentation includes more than one main point, the speaker should use ______.

A. reviews B. previews C. numbering of points D. all of these Ans: D Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Organize Your Presentation Difficulty Level: Medium 2. Which of the following is a poor strategy for getting the attention of business audiences?

A. a startling statement B. a hypothetical example C. a rhetorical question D. a loud noise Ans: D Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience. | 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium 3. Which of the following is optional for the introduction of a speech?

A. establishment of the speaker’s credentials B. a purpose statement

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C. motivation for the audience to listen D. a preview of main points Ans: A Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience. | 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Introduction Difficulty Level: Medium

4. Which of the following organizational patterns is best when discussing a relatively complicated problem, especially if the audience is largely unfamiliar with the facts or is likely to be hostile to the message?

A. problem-solving pattern B. the state-the-case-and-prove-it C. the psychological progressive D. the sociological pattern Ans: A Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience. | 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Organization of Persuasive Presentations Difficulty Level: Medium 5. Which of the following is an inductive organizational approach?

A. state-the-case-and-prove-it B. problem-solving pattern C. psychological–progressive pattern D. sociological regressive Ans: B Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience. | 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Organization of Persuasive Presentations Difficulty Level: Medium 6. Which of the following is not a step in the psychological–progressive pattern?

A. arouse B. dissatisfy C. gratify D. empathize Ans: D

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Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience. | 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Organization of Persuasive Presentations Difficulty Level: Medium 7. Which of the following is not described in the chapter as a message variable that contributes to a persuasive effort?

A. arrangement of the information B. using humor C. giving a range of evidence D. stating explicitly what is desired Ans: B Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience. | 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Persuasion Variables Difficulty Level: Medium 8. When choosing material for a presentation, which of the following audience characteristics is not relevant?

A. demographics B. knowledge levels C. size D. attitudes Ans: C Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Comprehension Answer Location: Audience Analysis Difficulty Level: Medium 9. Which of the following is the best organizational pattern for an informative presentation about changes to the employees’ benefits package?

A. spatial B. written C. importance D. chronological Ans: C Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience. | 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Analysis Answer Location: Organization of Informative Presentations

Difficulty Level: Hard

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10. Which statement concerning informative presentations is false?

A. Lay opinions are appropriately used when citing nonexperts.

B. Audiences judge evidence on its timeliness and source.

C. Heavy use of data is key to the psychological–progressive pattern.

D. Factual evidence can be both logical and emotional.

Ans: C Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Comprehension Answer Location: Evidence Difficulty Level: Medium 11. Which of the following is a criterion for an effective visual aid?

A. relevance B. simplicity C. visibility D. all of these Ans: D Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Knowledge Answer Location: Prepare Your Visual Aids Difficulty Level: Medium 12. What is the most appropriate part of a presentation to use visual aids?

A. introduction B. body C. closing D. Visual aids can be used successfully in any part of a presentation.

Ans: D Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Prepare Your Visual Aids Difficulty Level: Medium 13. The best solution to stage fright is ______.

A. preparation B. deep breathing C. gripping the podium D. memorizing the start Ans: A Learning Objective: 5.4: Deliver a presentation using strategies to manage speaking anxiety and nonverbal aspects.

Cognitive Domain: Knowledge Answer Location: Speaking Anxiety Difficulty Level: Medium

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14. Which type of posture may emphasize or show involvement?

A. backward leaning B. standing on tip toes C. folding arms D. forward leaning Ans: D Learning Objective: 5.4: Deliver a presentation using strategies to manage speaking anxiety and nonverbal aspects.

Cognitive Domain: Knowledge Answer Location: Nonverbal Aspects Difficulty Level: Medium 15. When emphasizing an important or primary point, the speaker should ______.

A. slow down B. speed up C. pace back and forth D. nod repeatedly Ans: A Learning Objective: 5.4: Deliver a presentation using strategies to manage speaking anxiety and nonverbal aspects.

Cognitive Domain: Knowledge Answer Location: Nonverbal Aspects Difficulty Level: Medium 16. Which is not a standard purpose for a business presentation?

A. inform B. inspire C. convince D. cause action Ans: B Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Comprehension Answer Location: Purpose Difficulty Level: Medium 17. “I encourage you to place an order for a new 2200 Corvette today” is a(n) ______.

A. rationale B. general purpose statement C. specific purpose statement D. overview Ans: C

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Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Application Answer Location: Purpose Difficulty Level: Medium 18. Rules for using speaker notes include all of the following except ______.

A. do not bend, roll, or twist hardcopy notes B. do not gaze at the notes to avoid eye contact with the audience C. do not write out your notes in full sentences D. do not look at your notes at all Ans: D Learning Objective: 5.4: Deliver a presentation using strategies to manage speaking anxiety and nonverbal aspects.

Cognitive Domain: Knowledge Answer Location: Speaker Notes Difficulty Level: Medium

19. A good way for a business speaker to focus on audience benefits is to use the word ______.

A. profit B. you C. boss D. me Ans: B Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium 20. When a speaker believes that presenting statistics will persuade the audience, they are confusing ______.

A. features and benefits B. numbers and facts C. assumptions and observations D. past and future Ans: A Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Evidence Difficulty Level: Medium 21. When persuading an apathetic audience, when should the speaker deliver their strongest reason?

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A. in the middle B. first C. last D. any order Ans: C Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Persuasion Variables Difficulty Level: Medium

22. According to Grinols, ethical persuasion requires analyzing the audience’s ______.

A. relationships and knowledge B. attitudes and beliefs C. age and education level D. driving forces and restraining forces Ans: D Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Knowledge Answer Location: Ethical Persuasion Difficulty Level: Medium 23. Which of the following is the best sequence of topics for an informative presentation about a change in procedures?

A. comparison and contrast B. spatial C. chronological D. economic Ans: A Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Application Answer Location: Organization of Informative Presentations Difficulty Level: Medium 24. “Tell–show–do” is the best sequence for a speaker when ______.

A. summarizing B. giving instructions C. telling a story D. persuading Ans: B Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Organization of Informative Presentations

Difficulty Level: Medium

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25. A Janus statement is a type of ______.

A. Roman numeral B. month C. opening D. transition Ans: D Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Organization of Informative Presentations Difficulty Level: Medium 26. Which is the best way for a speaker to begin the Q&A session?

A. “I hope you don’t have any questions.”

B. “Now I will answer your questions.”

C. “Are there any questions?”

D. “Do we have time for a question?”

Ans: B Learning Objective: 5.3: Devise a plan to prepare for and answer audience questions.

Cognitive Domain: Knowledge Answer Location: Anticipate Questions Difficulty Level: Medium 27. What are the major considerations when planning a presentation?

A. your purpose, your audience, and the length of time to speak B. your audience, your purpose, and what to wear C. the occasion, the length of time, and your audience D. your speaking anxiety, your notes, and your slide deck Ans: A Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Knowledge Answer Location: Purpose Difficulty Level: Medium 28. Examples of audience demographic factors that are relevant to business speakers include ______.

A. organizational size, profits, location B. height, weight, activity C. age, gender, education D. all choices are correct Ans: C Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Application Answer Location: Audience Analysis Difficulty Level: Medium

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29. When preparing a virtual presentation, which of the following is not a consideration?

A. lighting B. time C. microphone and speakers D. earphones Ans: B Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Comprehension Answer Location: Virtual Presentations Difficulty Level: Medium 30. When preparing a media presentation, which of the following are considerations?

A. time, practice, appearance B. distance, time, visual aids C. time, practice, distance D. visual aids, practice, appearance Ans: A Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Knowledge Answer Location: Media Presentations Difficulty Level: Medium 31. Characteristics of successful team presentations include ______.

A. content that is organized, supported, and relevant to the audience B. delivery that is consistent, polished, and dynamic C. visuals that are creative, professional, and consistent in design D. all answers are characteristics Ans: D Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Knowledge Answer Location: Team Presentations Difficulty Level: Medium 32. “How many times has this happened to you?” is an example of a ______.

A. hypothetical question B. rhetorical question C. open question D. leading question Ans: B

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Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Application Answer Location: Introduction Difficulty Level: Medium 33. Definitions, statistics, and examples are all types of ______.

A. support B. facts C. opinions D. purposes Ans. A Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Evidence Difficulty Level: Medium 34. Which of the following parts of a presentation’s conclusion is optional?

A. purpose B. call to action C. main points D. significance of the message Ans: B Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Closing Difficulty Level: Medium

35. Which of the following is not a technique for successful impromptu speaking?

A. breathe B. say the first thing you think of C. get mentally ready D. look confident Ans: B Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Comprehension Answer Location: Impromptu Speaking Difficulty Level: Medium 36. What determines the sequence of main points in a presentation’s body?

A. the purpose B. the length C. the number of points

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D. the speaker’s expertise Ans: A Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Organization of Persuasive Presentations Difficulty Level: Medium

37. All of the following are ways to organize a persuasive presentation’s main points except ______.

A. problem-solution B. chronological C. state-the-case-and-prove-it D. psychological–progressive Ans: B Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Organization of Persuasive Presentations Difficulty Level: Medium 38. All of the following are ways to organize an informative presentation’s main points except ______.

A. chronological B. spatial C. problem-solution D. importance Ans: C Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Organization of Informative Presentations Difficulty Level: Medium 39. What characteristics are associated with speaker credibility?

A. competence, education, and occupation B. trustworthiness, likeability, and similarity C. experience, citation of evidence, attractiveness D. All choices are correct.

Ans: D Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Persuasion Variables Difficulty Level: Medium

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40. The closing of a presentation should include all of the following except ______.

A. purpose statement and main points B. significance of the message C. new ideas D. final thought/challenge Ans: C Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Closing Difficulty Level: Medium

True/False 1. The first step in planning an effective presentation is preparing the introduction.

Ans: F Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 2. The best way to ensure clarity in a presentation is to write a detailed outline.

Ans: F Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Organization of Informative Presentations Difficulty Level: Easy 3. Many presentations are delivered poorly, but they succeed because the speakers anticipate their audience’s reaction.

Ans: F Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Comprehension Answer Location: Audience Analysis Difficulty Level: Easy 4. Although the speaker may know the audience well, a thorough analysis is still necessary.

Ans: F Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Knowledge Answer Location: Audience Analysis Difficulty Level: Easy

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5. A presentation should begin with a statement that captures the audience’s attention.

Ans: T Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 6. The problem-solving pattern is a deductive organizational approach, whereas the state-the-case-and-prove-it approach is inductive.

Ans: F Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Analysis Answer Location: Organization of Persuasive Presentations Difficulty Level: Medium 7. When speaking persuasively, the order in which you should present your reasons (primacy/recency) should be determined by the audience’s attitude toward you as a speaker.

Ans: F Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Persuasion Variables Difficulty Level: Easy 8. Research indicates that the indirect approach is generally best for hostile audiences.

Ans: T Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Knowledge Answer Location: Persuasion Variables Difficulty Level: Easy 9. An intelligent audience could be both easier and more difficult to persuade.

Ans: T Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Persuasion Variables Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 10. An audience needs to be moved both rationally and emotionally by persuasive appeals.

Ans: T Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Comprehension Answer Location: Persuasion Variables Difficulty Level: Easy 11. Among the persuasion variables described in the chapter that are associated with the speaker, the most significant variable is the speaker’s credibility.

Ans: T Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Persuasion Variables Difficulty Level: Easy 12. A manager uses expert opinion when citing an authority to provide evidence.

Ans: T Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Opinions as Evidence Difficulty Level: Easy 13. The closing of a presentation should contain a summary and new information that was omitted during the presentation.

Ans: F Learning Objective: 5.2: Organize a presentation into three major sections and use appropriate transitions between sections.

Cognitive Domain: Knowledge Answer Location: Closing Difficulty Level: Easy 14. During the Q&A session after a presentation, you should admit it if you don’t know the answer to an audience question.

Ans: T Learning Objective: 5.3: Devise a plan to prepare for and answer audience questions.

Cognitive Domain: Knowledge Answer Location: Anticipate Questions Difficulty Level: Easy 15. PowerPoint slides should have very little blank space.

Ans: F

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Learning Objective: 5.4: Deliver a presentation using strategies to manage speaking anxiety and nonverbal aspects.

Cognitive Domain: Knowledge Answer Location: Prepare Your Visual Aids Difficulty Level: Easy 16. Approximately 30% of all speakers experience anxiety to some degree before speaking.

Ans: F Learning Objective: 5.4: Deliver a presentation using strategies to manage speaking anxiety and nonverbal aspects.

Cognitive Domain: Knowledge Answer Location: Speaking Anxiety Difficulty Level: Easy

17. The main difference between an informal presentation and an impromptu one is the size of the audience.

Ans: F Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Knowledge Answer Location: Impromptu Speaking Difficulty Level: Easy 18. The key to impromptu speaking is to organize your thoughts so you begin with a main point, support it, and conclude by restating it.

Ans: T Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Knowledge Answer Location: Impromptu Speaking Difficulty Level: Easy 19. Audiences are more likely to remember a speaker’s delivery style than content.

Ans: T Learning Objective: 5.4: Deliver a presentation using strategies to manage speaking anxiety and nonverbal aspects.

Cognitive Domain: Comprehension Answer Location: Impromptu Speaking Difficulty Level: Easy 20. Most managers do not need impromptu speaking skills since they usually have lots of preparation time.

Ans: F Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Knowledge Answer Location: Impromptu Speaking Difficulty Level: Easy

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Short Answer 1. During a corporate crisis, you are asked to speak to the media. What guidelines presented in the chapter will help you prepare?

Ans: Speak as though the audience is right there. Use the face, hands, and body as in ordinary conversation. Use a script. Prepare and practice. Wear unobtrusive clothing and jewelry.

Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Application Answer Location: Media Presentations Difficulty Level: Hard 2. Audience analysis is a key activity during presentation preparation. What are some facts you should determine during your analysis of a speech to a city council?

Ans: Demographic data such as an audience member's age, education, or religion may help guide the selection of supporting material as well as main ideas in a presentation.

More important items to be included in an audience analysis are their level of power, their knowledge level, their attitude toward the topic, their attitude toward the speaker and your organization, their status, and their disposition at the time of the presentation.

Every decision in the presentation preparation process should be guided by the results of audience analysis.

Learning Objective: 5.1: Plan a presentation that is appropriate for its purpose, length, and audience.

Cognitive Domain: Application Answer Location: Audience Analysis Difficulty Level: Hard 3. Explain the three major phases of team presentations. Give an example of a situation when you participated in a team presentation and analyze the extent to which your team did or did not follow the chapter’s guidelines. What were the consequences?

Ans: Varies. The phases are (1) plan--the team defines its purpose and analyzes the occasion of the presentation, selects a moderator, establishes channels of communication among themselves, and assigns segment speakers; (2) design--each speaker develops an individual presentation and then shares it with the other team members. The team collaborates to create appropriate visual aids (a single slideshow, handouts, and demonstrations), rehearses once or twice together, and brainstorms how they will handle the questions and answers (Q&A) session; (3) deliver--the team delivers the presentation, each speaker staying within time limits. Each speaker uses previews or summaries to smooth the seams. The team presentation begins and concludes with the moderator. All team members remain attentive when not presenting.

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Each member is prepared to answer audience questions according to their individual expertise.

Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Analysis Answer Location: Team Presentations Difficulty Level: Hard

4. You are in a routine department meeting when suddenly the leader calls on you to “say a few words” about the progress of your task force on the employee retention problem your company is facing. You have no time to prepare. What strategies described in the chapter should you apply for this impromptu speaking situation?

Ans: (1) Get mentally ready; (2) work the topic around to fit your knowledge and interests; (3) begin with a main point, statement of opinion, or belief; (4) support your main point with facts, statistics, examples, reasons, anecdotes, or illustrations; and (5) conclude by repeating your main point. Consider adding a look to the future and a goodwill statement.

Learning Objective: 5.5: Prepare and deliver special types of presentations, including virtual, media, team, and impromptu messages.

Cognitive Domain: Application Answer Location: Impromptu Speaking Difficulty Level: Hard

Chapter 6: Communicating Visually Test Bank

Multiple choice 1. Which of the following roles do visual elements play in a document?

A. set a tone B. provide additional information C. reinforce the text D. all of these Ans: D Learning Objective: 6.1: Explain the role of visual elements in workplace documents.

Cognitive Domain: Knowledge Answer Location: Design Principles for Managerial Communication Difficulty Level: Medium 2. A style of alphabetic and numeric characters is called a ______.

A. typeface

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B. font C. serif D. black letter Ans: A Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Typography Difficulty Level: Medium

3. If you are writing a single-column document with lines of text that span the width of an 8.5 ´ 11-in. page, which typographic combination would probably result in an easily readable document?

A. 10-point type size and narrow (single-spaced) leading B. 10-point type size and wide (double-spaced) leading C. 12-point type size and narrow (single-spaced) leading D. 14-point type size and wide (double-spaced) leading Ans: C Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Typography Difficulty Level: Medium 4. Which of the following is not an effective technique to create variety while using only one typeface?

A. change the size B. change the weight C. change the color D. change the letterspacing Ans: D Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Typography Difficulty Level: Medium 5. Which of the following is an example of weak color contrast?

A. white background with blue characters B. yellow background with white characters C. dark green background with yellow characters D. red background with light pink characters Ans: B

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Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Color Difficulty Level: Medium 6. When creating assembly instructions for a piece of equipment, what type of graphic allows you to show how the components fit together?

A. photograph B. pictograph C. exploded view diagram D. critical path Ans: C Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Line Art Difficulty Level: Medium 7. Which technique can help you compose effective images for a slide presentation or report?

A. use leading lines in the image to direct the viewer’s attention B. position the focal point in the center of the image C. use the zoom feature to eliminate extraneous features in the background D. position people at the edge of the frame Ans: A Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Illustrations Difficulty Level: Medium 8. In spite of many e-mails from human resources, employees continue to make mistakes when filing expense reports, either by forgetting to attach receipts or by forwarding the materials to accounting without the proper signatures. Employees are also frustrated that many of their expenses are denied reimbursement. What chart would help them understand how to complete the form correctly?

A. flowchart B. fishbone chart C. organizational chart D. swim lane chart Ans: A Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Concept Charts

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

9. You are planning a project to develop a new social media software application. What type of chart will help you coordinate the sequence of activities and schedules to estimate time to completion?

A. Gantt chart B. PERT chart C. critical path diagram D. swim lane chart Ans: C Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Data Displays Difficulty Level: Medium 10. Imagine you are writing a report that describes the total sales for the northern, southern, and eastern regions of your company. Next to the text, you add a table that shows the sales for each of your six product categories for the three regions. Which relationship between text and graphics are you using?

A. redundant B. complementary C. supplementary D. juxtaposition Ans: B Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Relationships Difficulty Level: Medium 11. Which of the following is not an example of categorical data?

A. employee identification number B. telephone number C. educational level D. date of birth Ans: D Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Data Displays Difficulty Level: Medium 12. Which of the following statements is true for table design?

A. Cell contents should be aligned to the left.

B. Cell contents should be aligned to the right.

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C. Text should be aligned to the left but numbers should be aligned to the right.

D. You must use your best judgment for aligning text and numbers in tables.

Ans: C Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Tables Difficulty Level: Medium 13. Where should tables and charts be placed within your documents?

A. immediately preceding the text that describes them B. immediately following the text that describes them C. at the end of the section D. Placement is not important.

Ans: B Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Data Displays Difficulty Level: Medium

14. You work in the sales department of an agricultural firm in Minnesota. You have been asked to create a visual that demonstrates the percentage of this year's corn crop that was raised in Blue Earth County compared to that raised in other counties in southern Minnesota. Which type of visual should you create?

A. line chart B. bar chart C. pie Chart D. table Ans: B Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Charts Difficulty Level: Medium 15. You work in the human resources department. You have been assigned the task of documenting the new employee hiring process to identify the offices where paperwork remains three or more days without action. Which visual would be most effective for your readers?

A. drawing B. organizational chart C. swim lane chart D. flowchart Ans: C Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension

Answer Location: Charts Difficulty Level: Medium

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16. You work in the human resources department of a company that has partnered with a similar company in Brazil on a big contract. You have been asked to create a visual that will help the sales team understand who their counterparts are in the Brazilian company. What should you create?

A. flowchart B. map C. table D. organizational chart Ans: D Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Charts Difficulty Level: Medium 17. One of your salespeople was in a car accident recently and now the company is being sued by the other party in the accident. What type of visual might the legal counsel ask you to use to document the damage to the car?

A. photograph B. drawing C. diagram D. map Ans: A Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Photographs Difficulty Level: Medium 18. You manage the sales department of a toy manufacturer. You have been asked to prepare a visual that will demonstrate the sales trend for the company's most popular product, a video game, from 2001 to the present. Which visual should you create?

A. line chart B. bar chart C. pie chart D. table Ans: A Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Charts Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

19. Document layout and design principles help you create attractive and persuasive presentations and other documents. Which of the following is not a goal for using visual elements in managerial communication?

A. use as many visuals as you can B. use design elements to reveal structure, hierarchy, and important ideas C. help readers find information easily D. reinforce an organization’s image Ans: A Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Comprehension Answer Location: Design Principles for Managerial Communication Difficulty Level: Medium 20. ______ are titles and subtitles within the body of a document that divide material into comprehensible segments by highlighting the main topics and signaling topic changes.

A. Headings B. Headers C. Captions D. Legends Ans: A Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Relationships Difficulty Level: Medium 21. Although charts present statistics in a format that is easy to understand, they are less accurate than ______.

A. photographs B. tables C. diagrams D. text Ans: B Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Tables Difficulty Level: Medium 22. A(n) ______ is useful when your reader needs an impression of an object’s general appearance.

A. photograph

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

B. flowchart C. diagram D. map Ans: C Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Line Art Difficulty Level: Medium

23. While returning to the office from a meeting last week, you were involved in a car accident and now the company is being sued by the other party in the accident. What type of visual might the legal counsel ask you to create to show the intersection at the site of the crash?

A. diagram B. flowchart C. icon D. map Ans: D Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Line Art Difficulty Level: Medium 24. As the sales manager for a small toy company, you must create a document that displays the total sales of all of the toys that make up the plush animal division: bears, dogs, cows, horses, and birds. Which type of visual should you create?

A. table B. line chart C. pie chart D. fishbone chart Ans: A Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Comprehension Answer Location: Tables Difficulty Level: Medium 25. When using visuals to communicate with international audiences, you can avoid a potential embarrassment by taking which of the following actions?

A. consult with someone from your intended audience's country B. use the colors blue and red C. render accurate, detailed depictions of human bodies D. avoid visuals as much as possible Ans: A

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Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Creating Ethical Data Displays Difficulty Level: Medium

26. Which design principle creates emphasis by making an object look different than the ones around it?

A. contrast B. conventions C. negative space D. proximity Ans: A Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Emphasis Difficulty Level: Medium 27. Which design principle arranges content on the page into clusters of related information?

A. similarity B. proximity C. repetition D. hierarchy Ans: B Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Relationships Difficulty Level: Medium 28. Which of the following techniques can help you be consistent in your design decisions?

A. choosing an accessible color palette B. using serif typefaces for body text C. using styles in your word processor D. flouting conventions Ans: C Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Building Blocks Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 29. Which of the following is NOT considered chartjunk?

A. 3D shapes in bar charts B. shaded background in line charts C. gridlines in bar charts D. data legend Ans: D Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Creating Ethical Data Displays Difficulty Level: Medium 30. All of the following design techniques would signal to readers “this is important information” except ______.

A. large type size B. spot color C. placement near the top of the page or screen D. low contrast Ans: D Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Emphasis Difficulty Level: Medium 31. A report that compares four financial investment models includes a narrative that describes each model and a table that lists each model and its main components. What is the relationship between the text and graphic?

A. redundant B. complementary C. juxtaposition D. stage setting Ans: A Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Using Graphics Difficulty Level: Medium 32. You are writing an employee manual and need to describe the process of writing a sales proposal for a new client. What type of graphic should you use?

A. table B. quantitative chart C. concept chart D. line art Ans: C

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Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Concept Charts Difficulty Level: Medium

33. You are describing the components of the blowout preventer on natural gas or oil wells. What type of graphic would help readers understand how the components fit together?

A. photograph B. line art C. map D. pictograph Ans: B Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Line Art Difficulty Level: Medium 34. When creating a chart composed of five data points, what design technique would NOT help readers see differences among the data points?

A. a color palette with strong contrast B. labels for the data points C. patterns for lines D. red–green contrast Ans: D Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Designing Graphics for Accessibility | Charts Difficulty Level: Medium 35. Which of the following graphics is most likely to provide an accurate representation of an object or concept?

A. maps B. icons C. line art D. photographs Ans: D Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Photographs Difficulty Level: Medium

True/False

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

1. When readers open a report, the first thing they see are the words.

Ans: F Learning Objective: 6.1: Explain the role of visual elements in workplace documents.

Cognitive Domain: Knowledge Answer Location: Building Blocks Difficulty Level: Easy 2. The visual elements in a document may contradict the text and cause confusion.

Ans: T Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Unity Difficulty Level: Easy 3. Design principles are rules about visual communication that are used across many different jobs and types of documents.

Ans: F Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Design Principles for Managerial Communication Difficulty Level: Easy 4. Decorative typefaces are appropriate for promotional documents.

Ans: T Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Typography Difficulty Level: Easy 5. Character size is standard across most typeface styles.

Ans: F Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Typography Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

6. Choosing red as the main color of a presentation and green as an accent color creates a pleasing combination with strong contrast that will be visible to most readers.

Ans: F Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Designing Graphics for Accessibility Difficulty Level: Easy 7. Information in larger size characters is usually interpreted as more important than information in smaller size characters.

Ans: T Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Emphasis Difficulty Level: Easy 8. Negative space suggests sloppy or lazy design and should be filled with text or graphics.

Ans: F Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Emphasis Difficulty Level: Easy 9. Readers may interpret inconsistent use of design elements to signal emphasis.

Ans: T Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Emphasis Difficulty Level: Easy

10. Repetition means using elements like typefaces or color exactly the same way each time they appear in your document.

Ans: F Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge

Answer Location: Unity Difficulty Level: Easy

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11. When using a small data set, tables and charts may be equally easy for audiences to interpret.

Ans: T Learning Objective: 6.3: Differentiate the role of tables, quantitative charts, and conceptual charts and choose the correct one for given data sets.

Cognitive Domain: Knowledge Answer Location: Data Displays Difficulty Level: Easy 12. The person writing a report can influence what readers will think, do, or decide through their choices about how to display data and which data to display.

Ans: T Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Data Displays Difficulty Level: Easy 13. A typical word processor document uses a grid to organize the page.

Ans: T Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Grid Difficulty Level: Easy 14. Flush right alignment is comfortable to most Western readers because we encounter it when reading books and other printed materials.

Ans: F Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge Answer Location: Alignment Difficulty Level: Easy 15. Flush right alignment is often an effective emphasis strategy to attract readers’ attention.

Ans: T Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Knowledge

Answer Location: Alignment Difficulty Level: Easy

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16. To create tables that are easy to read, use negative space instead of grid lines.

Ans: T Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Tables Difficulty Level: Easy 17. You will get a better quality photograph by taking a high-resolution photo and cropping it than by taking a photo using the zoom feature on your camera.

Ans: T Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Photographs Difficulty Level: Easy 18. Icons resemble the objects they represent.

Ans: T Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Line Art Difficulty Level: Easy 19. Alt-Texts are captions for illustrations and charts.

Ans: F Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Designing Graphics for Accessibility Difficulty Level: Easy 20. Color is a reliable way to signal differences within data in a chart.

Ans: F Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Designing Graphics for Accessibility | Charts Difficulty Level: Easy

Short Answer 1. What are the four factors that courts use to determine whether a copyright violation is a “fair use?”

Ans:

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 Whether the graphic is being used for a commercial purpose;  Whether the graphic is a factual or creative work;  How much of the original graphic is being used in the new document; and  What is the effect on the potential market for the item.

Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Knowledge Answer Location: Copyright Considerations for Graphics Difficulty Level: Medium

2. What are the “building blocks” of document design for managerial communication, and what purpose do they serve in your document?

Ans:  Grids create the underlying structure of tables or rows of objects on the page or screen.  Alignment creates an orderly layout by arranging objects along invisible lines.  Typography is the shape of letters, numbers, and symbols that set a tone for the document and ensure (or impede) legibility.  Color directs attention, organizes information, and sets a tone.  Conventions are expectations about content, organization, or design that help readers understand how to use a document.

Learning Objective: 6.2: Apply the design principles for managerial communication to organize the layout of pages or slides, signal relationships in the content, create areas of emphasis, and unify multipage documents.

Cognitive Domain: Comprehension Answer Location: Building Blocks Difficulty Level: Medium 3. What are four strategies for creating accessible graphics?

Ans:  Include numbered captions for all figures.  Use Alt-Text to describe graphics for readers who may be using screen readers.  When a table spans multiple pages, repeat column labels on each. Do not let rows split across pages.  Adjust cell height, width, and padding to create negative space in tables.  Use columns, not tables, to format a two-column grid in word processors.  Supplement charts with descriptions of the data in the text or with a table.  Use data labels in the chart rather than legends.  Choose strong contrasting color palettes but avoid combinations that are difficult for readers with colorblindness.  Do not use only color to signal differences in charts.  If the chart represents a process or procedure, recreate it as an outline for screen readers.

Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Comprehension Answer Location: Designing Graphics for Accessibility Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 4. You are preparing a presentation to present a proposal to a potential client. On the morning of the presentation, you realize the slide deck has too much text and may be considered boring or overwhelming. You decide to insert some graphics onto your slides to add some visual interest. What legal and ethical issues must you consider before you begin searching the internet for graphics?

Ans: The “fair use” principle is unlikely to apply to this situation because the presentation is a commercial use. You can create your own graphics, purchase graphics from a design bureau, search for graphics that use a Creative Commons license, or use copyright free images such as those from the Library of Congress.

Learning Objective: 6.4: Use graphics to tell accurate, ethical visual stories.

Cognitive Domain: Comprehension Answer Location: Copyright Considerations for Graphics Difficulty Level: Medium

Chapter 7: Writing in the Workplace Test Bank

Multiple Choice 1. Which one of the following was NOT mentioned as an advantage of writing over oral communication?

A. economy B. efficiency C. accuracy D. immediate feedback Ans: D Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Comprehension Answer Location: Channel of the Message Difficulty Level: Medium 2. Which of the following is an advantage of collaborative writing?

A. Everyone is a team leader.

B. group decision making C. Everyone contributes to the project at all times.

D. It fosters formal chains of communication and authority.

Ans: B Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Knowledge Answer Location: Advantages of Collaborative Writing

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

3. Writing “he made five errors in six attempts” instead of “he really messed up” is an example of ______.

A. abstraction B. conciseness C. sexism D. concreteness Ans: D Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Application Answer Location: Principle 3: Use Concrete Rather Than Abstract Words Difficulty Level: Medium 4. The team leader in a collaborative writing group is responsible for ______.

A. setting the guidelines for the group B. coordinating the team’s collaborative efforts C. resolving conflicts among individuals and functional departments D. both coordinating the team’s collaborative efforts and resolving conflicts among individuals and functional departments Ans: D Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Knowledge Answer Location: Guidelines for Effective Collaborative Writing Difficulty Level: Medium 5. What is the term for a group of people who think in similar ways about how to communicate subjects to be dealt with and how to approach them?

A. social network B. work group C. discourse community D. culture Ans: C Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Medium 6. The context of managerial writing includes ______.

A. the fragmented workday B. the extent of collaboration and delegation C. the size and culture of the organization D. all of these Ans: D

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Medium 7. On the average, the executives that Mintzberg observed had a full half hour of uninterrupted time only once every ______ day(s).

A. 4 B. 2 C. 6 D. 5 Ans: A Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Medium

8. A business writer should always ______.

A. consider the power positions of both the sender and the receiver B. closely scrutinize all information C. disregard previous communication problems D. conduct an audience analysis, even for routine messages Ans: A Learning Objective: 7.2: Thoroughly plan documents using the five-Ws-and-H strategy.

Cognitive Domain: Knowledge Answer Location: Belief 3: Status Differences Can Be Minimized Difficulty Level: Medium 9. When in the planning stage of writing, which of the following considerations is necessary?

A. who: intended readership B. when: timing of a message C. why: justification for a message D. all of these Ans: D Learning Objective: 7.2: Thoroughly plan documents using the five-Ws-and-H strategy.

Cognitive Domain: Knowledge Answer Location: Stage 1: Planning Difficulty Level: Medium 10. Which of the following meanings of a word is the subjective one that is largely determined by a person’s previous experiences or associations?

A. denotation B. connotation

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C. euphemism D. malapropism Ans: B Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 1: Choose Words Precisely Difficulty Level: Medium 11. Written business messages should be ______.

A. economical and efficient B. wordy and intelligent C. effective and ambiguous D. accurate and complex Ans: A Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 4: Economize on Words Difficulty Level: Medium

12. Words that create sharp, vivid images and stimulate reader interest are known as ______.

A. jargon B. denotation C. concrete D. abstract Ans: C Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 3: Use Concrete Rather Than Abstract Words Difficulty Level: Medium 13. The technical language or specialized terms that become part of the everyday vocabulary of an organization or discipline are known as ______.

A. clichés B. jargon C. wordy phrases D. hackneyed expressions Ans: B Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 5: Avoid Clichés and Jargon Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 14. Studies show most effective sentences in business messages have an average length of ______.

A. 5–10 words B. 10–15 words C. 15–20 words D. 20–40 words Ans: C Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 8: Keep Sentences Short Difficulty Level: Medium 15. Which of the following is NOT a guideline that helps writers to develop effective paragraphs?

A. start writing all ideas on paper B. decide whether a deductive or inductive pattern is appropriate C. present one major idea in a paragraph D. keep paragraphs relatively short Ans: A Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Comprehension Answer Location: Principle 10: Organize Paragraphs Logically Difficulty Level: Medium 16. Which of the following is a type of mechanical transition?

A. repeating key words B. a smooth line of thought C. using jargon D. using clichés Ans: A Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 11: Be Coherent Difficulty Level: Medium 17. Revising involves which of the following?

A. writing a paper with as few errors as possible B. rewriting the paper as many times as necessary C. neatness D. reading what has been written for clarity, accuracy, and tone Ans: D Learning Objective: 7.4: Use proven strategies for revising documents.

Cognitive Domain: Knowledge Answer Location: Stage 3: Revising Difficulty Level: Medium

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18. Writing in a conversational style means using ______.

A. colloquialisms B. jargon and slang C. words in your speaking vocabulary D. answers to your own questions Ans: C Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 7: Use a Conversational Style Difficulty Level: Medium 19. "It is thought that interest rates will fall" is an example of a(n) ______.

A. fact B. tautology C. passive voice D. expletive Ans: D Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Application Answer Location: Principle 8: Keep Sentences Short Difficulty Level: Medium 20. Although active voice is usually preferred over passive in business writing, its main advantage is that it is ______.

A. diplomatic B. shorter C. direct D. emphatic Ans: A Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 9: Prefer the Active to the Passive Voice Difficulty Level: Medium 21. A deductive pattern in a paragraph means the main idea is in which position?

A. at the end B. in the middle C. at the beginning D. anywhere

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Ans: C Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 10: Organize Paragraphs Logically Difficulty Level: Medium 22. Which of the following is NOT a strategy for emphasizing a main idea?

A. repeating it B. highlighting it in boldface C. using the "you" viewpoint D. being indirect Ans: D Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Comprehension Answer Location: Principle 10: Organize Paragraphs Logically Difficulty Level: Medium 23. Accordingly, again, also, and additionally are examples of ______.

A. transitions B. pronouns C. overused words D. parallelism Ans: A Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Application Answer Location: Principle 11: Be Coherent Difficulty Level: Medium 24. A Janus statement consists of a(n) ______.

A. explanation B. review and preview C. calendar for January D. deduction Ans: B Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 11: Be Coherent Difficulty Level: Medium 25. When should a writer edit a document?

A. before revising B. at the same time as revising

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C. after revising D. instead of revising Ans: C Learning Objective: 7.4: Use proven strategies for revising documents.

Cognitive Domain: Knowledge Answer Location: Stage 3: Revising Difficulty Level: Medium

26. Which of the following is NOT a disadvantage of collaborative writing?

A. Collaboration takes more time.

B. Collaboration causes conflicts.

C. Members may not contribute their fair share.

D. The final document has a corporate style.

Ans: D Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Comprehension Answer Location: Disadvantages of Collaborative Writing Difficulty Level: Medium 27. How does collaboration when writing affect the final message’s quality?

A. improves the message’s quality B. reduces the message’s quality C. does not affect the message’s quality D. collaboration only affects the time taken Ans: A Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Comprehension Answer Location: Advantages of Collaborative Writing Difficulty Level: Medium 28. The two major costs of collaborative writing are ______.

A. clarity and conciseness B. time and ego C. efficiency and effectiveness D. climate and culture Ans: B Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Comprehension Answer Location: Disadvantages of Collaborative Writing Difficulty Level: Medium 29. Advantages of collaborative writing include all of the following EXCEPT ______.

A. employee socialization B. increased writing quality C. new perspectives D. efficiency

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Ans: D Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Comprehension Answer Location: Advantages of Collaborative Writing Difficulty Level: Medium

30. Disadvantages of collaborative writing include all of the following EXCEPT ______.

A. personal conflicts B. poor quality output C. wasted time D. uneven work share Ans: B Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Comprehension Answer Location: Disadvantages of Collaborative Writing Difficulty Level: Medium 31. What are the stages in the managerial writing process?

A. thinking, analyzing, writing B. planning, composing, revising C. outlining, researching, editing D. writing, rewriting, prowriting Ans: B Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Medium 32. How often should a manager combine the writing stages in order to be more efficient?

A. never B. always C. when time is short D. when writing to an internal audience Ans: A Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Medium 33. What should a writer consider during the first stage?

A. audience, purpose, content B. facts, statistics, examples C. opening, body, closing

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D. spelling, punctuation, grammar Ans: A Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Medium 34. When composing, a business writer should choose words that are ______.

A. long rather than short B. abstract rather than concrete C. vague rather than specific D. positive rather than negative Ans: D Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 6: Use Positive Words That Convey Courtesy Difficulty Level: Medium 35. When composing, a business writer should choose sentences that are ______.

A. passive rather than active B. short rather than long C. redundant rather than unique D. all choices are correct Ans: B Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 8: Keep Sentences Short Difficulty Level: Medium 36. When composing, a business writer’s paragraphs should ______.

A. be long rather than short B. include more than one idea C. always begin with the thesis statement D. be structured to emphasize important points Ans: D Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 10: Organize Paragraphs Logically Difficulty Level: Easy 37. Transitions ______.

A. show the structure of a message

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B. connect ideas in a message C. are change agents of business D. both “show the structure of a message” and “connect ideas in a message” are correct choices Ans: D Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 11: Be Coherent Difficulty Level: Medium 38. When the relationship between sentences is clear and sentences flow from one to another easily and smoothly, the writing is said to be ______.

A. collaborative B. collegial C. coherent D. concise Ans: C Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 11: Be Coherent Difficulty Level: Medium 39. The best way to revise is to ______.

A. shorten the message B. read the message aloud C. put yourself in the reader’s shoes D. run the spellchecker and grammar checker Ans: C Learning Objective: 7.4: Use proven strategies for revising documents.

Cognitive Domain: Knowledge Answer Location: Stage 3: Revising Difficulty Level: Medium 40. The best way to ensure gender-neutral language is to use ______.

A. he, him B. she, her C. you D. they, them Ans: C Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 6: Use Positive Words That Convey Courtesy Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

True/False 1. Research shows that managers spend about 20 hr per week writing messages such as e-mails, memos, letters, and reports.

Ans: T Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 2. Oral managerial communication offers strategic advantages such as economy, efficiency, accuracy, and official permanence.

Ans: F Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Easy 3. Collaboration is thought to improve writing quality.

Ans: T Learning Objective: 7.5: Collaborate effectively when writing workplace documents Cognitive Domain: Knowledge Answer Location: Advantages of Collaborative Writing Difficulty Level: Easy 4. One of the more serious problems associated with collaborative writing is dealing with conflicts that arise.

Ans: T Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Knowledge Answer Location: Disadvantages of Collaborative Writing Difficulty Level: Easy 5. Only collaborative writing groups with reoccurring conflicts should elect a team leader.

Ans: F Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Knowledge Answer Location: Guidelines for Effective Collaborative Writing Difficulty Level: Easy

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6. The way in which managers communicate messages is influenced by the type of authority they are perceived to have.

Ans: T Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Easy 7. Denotative meanings are subjective, while connotative meanings are objective.

Ans: F Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 1: Choose Words Precisely Difficulty Level: Easy 8. A euphemism is an expression with intended positive connotations.

Ans: T Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 1: Choose Words Precisely Difficulty Level: Easy 9. Many states have plain language statutes designed to ensure that government messages are clear, concise, well-organized, and easy to read.

Ans: T Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 2: Use Short Rather Than Long Words Difficulty Level: Easy 10. Concrete words are more efficient and stay with the reader longer than abstract words.

Ans: T Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 3: Use Concrete Rather Than Abstract Words Difficulty Level: Easy 11. Using more words guarantees that a message will be easier to understand.

Ans: F

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Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 4: Economize on Words Difficulty Level: Easy

12. When writing to readers outside the organization, managers should use jargon since this will impress the readers and increase credibility.

Ans: F Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 5: Avoid Clichés and Jargon Difficulty Level: Easy 13. Generally speaking, the more positive the language in a written message, the more positive the response.

Ans: T Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 6: Use Positive Words That Convey Courtesy Difficulty Level: Easy 14. The difference between positive and negative wording is more a matter of content than emphasis.

Ans: F Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 6: Use Positive Words That Convey Courtesy Difficulty Level: Easy 15. To avoid sexism in writing, switching to “he or she” or “he/she” is preferred over switching to “you.”

Ans: F Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 6: Use Positive Words That Convey Courtesy Difficulty Level: Easy 16. A conversational style is important in the writing of business letters, as it aids in developing the “you viewpoint.”

Ans: T

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 7: Use a Conversational Style Difficulty Level: Easy

17. Paragraphs bring separate thoughts together and arrange them to convey a single important idea.

Ans: T Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 10: Organize Paragraphs Logically Difficulty Level: Easy 18. Good writing is useful only in business settings.

Ans: F Learning Objective: 7.3: Compose clear, coherent messages by selecting the right words and organizing them with care.

Cognitive Domain: Knowledge Answer Location: Principle 10: Organize Paragraphs Logically Difficulty Level: Easy 19. Using online collaborative writing technology will minimize emotional conflicts among collaborators.

Ans: T Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Knowledge Answer Location: Guidelines for Effective Collaborative Writing Difficulty Level: Easy 20. Business managers are a discourse community because they have unique writing challenges.

Ans: T Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Knowledge Answer Location: The Unique Role of Managerial Writing Difficulty Level: Easy Short Answer 1. The chapter suggests that when revising and editing, a manager should be guided by the “Seven Cs” of good business writing. List and discuss four of these principles that you think will help improve your writing the most.

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Ans: Completeness--Answer all reader questions. Include the five Ws and H. Conciseness--Shorten or delete wordy expressions. Avoid repetition.

Consideration--Focus on “you,” the reader. Show reader benefits or interests.

Emphasize the positive.

Concreteness--Use specific facts and data. Use active, not passive, voice. Rely on vivid, image-building words.

Clarity--Use short, familiar words. Avoid jargon. Follow a logical sequence of points.

Courtesy--Be tactful and appreciative. Avoid discriminatory language. Respond promptly.

Correctness--Maintain accurate writing mechanics. Avoid “wrong word” errors.

Learning Objective: 7.4: Use proven strategies for revising documents.

Cognitive Domain: Application | Analysis Answer Location: Stage 3: Revising Difficulty Level: Hard

2. What are four strategic advantages of written managerial communication compared with oral managerial communication?

Ans: (1) Writing is usually more economical than long-distance phone calls and much more economical than long-distance travel. Writing provides immediacy, in that the manager can write the message whether or not the receiver is immediately available to receive it. (2) Writing is efficient because the manager can work independently and use words selectively. E-mail allows receivers to read messages at their convenience and thus avoids the time wasted in telephone tag. (3) Accuracy is another advantage of writing; writing permits greater control of words and message organization than does oral communication. Accuracy, in turn, often eliminates confusion and ensures clarity.

(4) Writing provides an official record that can be retained for recall and review. In our increasingly litigious society, the importance of documentation cannot be overstressed.

Learning Objective: 7.1: Describe the unique characteristics of the situations in which managers typically write.

Cognitive Domain: Comprehension Answer Location: The Unique Role of Managerial Writing Difficulty Level: Medium 3. You are a manager who has formed a project team that is tasked with composing a proposal for a new employee benefit. What can you do to encourage collaboration when the team is writing the proposal?

Ans: (1) Make sure the work is divided equitably among team members. (2) Allow the team to use technology to buffer emotions and increase efficiency. (3) Assign a team leader to coordinate the team’s efforts and resolve conflicts. (4) Encourage communication and engagement among all members.

Learning Objective: 7.5: Collaborate effectively when writing workplace documents.

Cognitive Domain: Application Answer Location: Guidelines for Effective Collaborative Writing Difficulty Level: Hard

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4. Your boss says, “Don’t waste time revising or editing your documents. People will figure out what you mean, even if there are some grammar and spelling errors.” How should you reply? (Hint: Give reasons to revise) Ans: Message errors are distracting and discourteous. A rationale for revising should include the following points: Unedited documents negatively impact the writer’s reputation and credibility, the organization’s image, the readers’ comprehension of the message, time and money, which are wasted as a result of misunderstandings and attempts to correct the situation, and the permanent record’s defensibility.

Learning Objective: 7.4: Use proven strategies for revising documents.

Cognitive Domain: Analysis | Application Answer Location: Stage 3: Revising Difficulty Level: Hard

Chapter 8: Writing Routine Messages Test Bank

Multiple Choice 1. Writers who prepare messages matching their readers' interest are using ______.

A. metacommunication B. connotations C. euphemisms D. none of these Ans: D Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Knowledge Answer Location: Audience Adaptation Difficulty Level: Medium 2. The “you” attitude ______.

A. adapts the message to the reader B. influences the format of the message C. subordinates negative information D. all of these Ans: D Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Comprehension

Answer Location: Basis of the You Attitude Difficulty Level: Medium

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3. The “you” attitude does not ______.

A. anticipate questions B. stress reader benefits C. emphasize negatives D. use the words you, your, or yours Ans: C Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Comprehension Answer Location: Basis of the You Attitude Difficulty Level: Medium 4. Which strategy is used for messages that convey good news?

A. direct strategy B. indirect strategy C. vertical strategy D. horizontal strategy Ans: A Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Direct Strategy Difficulty Level: Medium 5. Which of these strategies softens the blow of negative messages?

A. place negative information at points of low emphasis B. avoid no or not when possible C. avoid words with negative connotations D. all of these Ans: D Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Medium 6. The closing of an inquiry letter should ______.

A. build goodwill B. demand a speedy reply C. summarize the main points D. provide a phone number Ans: A Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Knowledge Answer Location: Inquiries and Requests Difficulty Level: Medium

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7. When writing a positive response to an inquiry, ______.

A. the opening should contain a buffer B. the organization of the body should be indirect C. the organization of the body should depend on the inquiry D. the closing should contain an apology Ans: C Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Knowledge Answer Location: Inquiries and Requests Difficulty Level: Medium 8. Negative responses to an inquiry should begin with ______.

A. a reminder of the request B. a denial of the request C. little to no reasoning for the denial D. an apology Ans: A Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Knowledge Answer Location: Inquiries and Requests Difficulty Level: Medium 9. Which of the following items should appear in the close of a letter denying a claim?

A. an apology B. effort at resale C. an explanation of why the claim was denied D. an offer to set up a meeting to discuss the claim Ans: B Learning Objective: 8.4: Identify and compose three specific types of indirect messages.

Cognitive Domain: Knowledge Answer Location: Close Difficulty Level: Medium 10. The opening of a persuasive request should ______.

A. use an indirect strategy B. use a direct strategy C. greet the reader D. catch the reader’s attention Ans: D Learning Objective: 8.4: Identify and compose three specific types of indirect messages.

Cognitive Domain: Knowledge Answer Location: Persuasive Messages

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

11. The most frequently used medium of communication within an organization is the ______.

A. letter B. memo C. brochure D. bulletin board Ans: B Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: Internal Correspondence Difficulty Level: Medium 12. Which of the following is NOT a standard guide word for a memo?

A. to B. from C. topic D. date Ans: C Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Comprehension Answer Location: Memo Format Difficulty Level: Medium 13. Which of the following is the most frequent reason memos are used in an organization?

A. to communicate with groups B. copying-in C. fixing responsibility D. both to communicate with groups and fixing responsibility Ans: D Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: Internal Correspondence Difficulty Level: Medium 14. Which type of internal correspondence may be in either direct or indirect order?

A. form memos B. requests for action C. announcements D. guideline memos Ans: B

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Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Comprehension Answer Location: Internal Correspondence Difficulty Level: Medium 15. Memos and e-mails written by managers are considered to be ______.

A. interesting B. permanent C. unimportant D. classified Ans: B Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: Memo and E-mail Uses Difficulty Level: Medium

16. An easy way to find positive words for a negative message is to ______.

A. say what will happen B. deny the bad news C. admit responsibility D. place blame Ans: A Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Medium 17. The paper quality of a letter is an example of ______.

A. verbal communication B. metacommunication C. false communication D. telecommunication Ans: B Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Application Answer Location: Nonverbal Elements and the You Attitude Difficulty Level: Medium 18. The direct approach is an appropriate strategy for ______.

A. good news B. neutral news C. bad news

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D. both good news and neutral news Ans: D Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Direct Strategy Difficulty Level: Medium 19. The indirect approach is an appropriate strategy for ______.

A. good news B. neutral news C. bad news D. both good news and neutral news Ans: C Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Medium 20. “BIF” stands for ______.

A. Big Idea First B. Best Idea First C. Best If Formal D. Big Idiom Forgotten Ans: A Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Direct Strategy Difficulty Level: Medium 21. “BILL” stands for ______.

A. Big Idea at Long Last B. Big Idea a Little Later C. Best Idea a Lot Later D. Big Idiom a Little Later Ans: B Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Medium 22. You can improve the reader’s response to bad news when you ______.

A. offer a reason for the outcome

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

B. provide an alternative or a compromise whenever possible C. bluntly start off with the bad news D. both offer a reason for the outcome and provide an alternative or a compromise whenever possible Ans: D Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Medium 23. For which of the following should you use the direct strategy?

A. negative responses to inquiries and requests B. refused claims C. persuasive messages D. none of these Ans: D Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Direct Strategy Difficulty Level: Medium 24. For which of the following should you use the indirect strategy?

A. inquiries B. positive responses to claims C. requests D. none of these Ans: D Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Indirect Strategy Difficulty Level: Medium 25. Writing according to the notion of WII-FM means ______.

A. stressing writer benefits B. stressing reader benefits C. stressing features and facts D. both “stressing reader benefits” and “stressing features and facts” are correct Ans: B Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Knowledge Answer Location: Stressing Reader Benefits Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 26. Which organizational strategy works best for routine, nonsensitive messages?

A. indirect B. direct C. diamond D. bowtie Ans: B Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Direct Strategy Difficulty Level: Medium 27. Which organizational strategy works best for persuasive messages?

A. indirect B. direct C. diamond D. bowtie Ans: A Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Indirect Strategy Difficulty Level: Medium 28. Which organizational strategy works best for bad news messages?

A. indirect B. direct C. diamond D. bowtie Ans: A Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Indirect Strategy Difficulty Level: Medium 29. When using the direct strategy, how should the message begin?

A. with an explanation B. with background C. with details D. with the purpose Ans: D Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension

Answer Location: Direct Strategy Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

30. When using the indirect strategy, how should the message begin?

A. with background B. with a buffer C. with the purpose D. with an apology Ans: B Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Indirect Strategy Difficulty Level: Medium 31. When using the direct strategy, what should be included in the close?

A. a request for action B. goodwill C. a deadline D. All choices are correct.

Ans: D Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Direct Strategy Difficulty Level: Medium 32. When using the indirect strategy, what should be included in the close?

A. request for action B. goodwill C. request for action and goodwill D. an apology Ans: C Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Indirect Strategy Difficulty Level: Medium 33. The strategy of placing negative information in low-emphasis areas means placing it ______.

A. at the beginning of a paragraph B. in the middle of a paragraph C. at the end of a paragraph D. at the end of the message Ans: B

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Indirect Strategy Difficulty Level: Medium 34. When writing a claim letter, writers should use which organizational strategy?

A. direct B. indirect C. diamond D. bowtie Ans: A Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Knowledge Answer Location: Claims Difficulty Level: Medium 35. What should be included in a memo or e-mail’s “Subject:” line?

A. topic and purpose B. purpose and deadline C. writer and reader’s job titles D. document’s routing number Ans: A Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: E-mail Format Difficulty Level: Medium 36. All of the following are good strategies for using e-mail except ______.

A. communicating to groups B. fixing responsibility C. communicating with opponents D. communicating with coworkers who are close by Ans: D Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Comprehension Answer Location: Memo and E-mail Uses Difficulty Level: Medium 37. How can writers avoid negativity when delivering bad news?

A. by getting to the point quickly B. by apologizing and taking blame C. by saying what will happen rather than what won’t happen D. by offering compensation

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Ans: C Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Medium 38. What is the basis of the “you” attitude?

A. a belief that the audience is never wrong B. a belief that “I” am more important than “you” C. a belief that attitude is never about the writer D. a belief that audiences don’t have attitudes Ans: A Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Comprehension Answer Location: Basis of the You Attitude Difficulty Level: Medium 39. Writing according to the notion of WII-FM means ______.

A. stressing writer benefits B. stressing reader benefits C. stressing features and facts D. stressing opinions Ans: B Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Comprehension Answer Location: Basis of the You Attitude Difficulty Level: Medium

True/False 1. The “you” attitude deals with the writer's feelings and should be expressed as such when writing.

Ans: F Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Knowledge Answer Location: Basis of the You Attitude Difficulty Level: Easy 2. The most likely audience question is, “What is the purpose of this message?”

Ans: F

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Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Knowledge Answer Location: Anticipating Questions Difficulty Level: Easy

3. The writer should use negative words such as claim, allege, problem, damage, and regret to convey the seriousness of a letter or memo.

Ans: F Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Knowledge Answer Location: Avoiding Negatives Difficulty Level: Easy 4. For the direct strategy, the introduction should take several paragraphs to orient the readers so they know what to expect in the rest of the message.

Ans: F Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Direct Strategy Difficulty Level: Easy 5. An appropriate strategy for most negative messages is the indirect one.

Ans: T Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Easy 6. With the indirect strategy, the message begins with a buffer.

Ans: T Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Easy 7. Negative news should be stated in the middle of the body paragraph of an indirect message.

Ans: T Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Knowledge

Answer Location: Indirect Strategy Difficulty Level: Easy

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8. Although a claim letter deals with something negative, it should be written directly.

Ans: T Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Knowledge Answer Location: Claims Difficulty Level: Easy 9. Claim letters should detail both the problem and the actions required for satisfaction.

Ans: T Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Knowledge Answer Location: Claims Difficulty Level: Easy 10. Positive responses to claims never need explanation.

Ans: F Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Knowledge Answer Location: Claims Difficulty Level: Easy 11. An indirect approach in responses to inquiries should have reasons for denying the request followed by the refusal.

Ans: T Learning Objective: 8.4: Identify and compose three specific types of indirect messages.

Cognitive Domain: Knowledge Answer Location: Refused Claims Difficulty Level: Easy 12. Most claim refusal letters should close with an apology.

Ans: F Learning Objective: 8.4: Identify and compose three specific types of indirect messages.

Cognitive Domain: Knowledge Answer Location: Refused Claims Difficulty Level: Easy 13. In a persuasive request, it is not a good idea to anticipate and answer the possible objections the reader might raise.

Ans: F Learning Objective: 8.4: Identify and compose three specific types of indirect messages.

Cognitive Domain: Knowledge Answer Location: Persuasive Messages Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 14. When contacting a boss by a memo or e-mail, strategic writers also should copy their immediate supervisors.

Ans: T Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: Memo and E-mail Uses Difficulty Level: Easy 15. While notification and announcement memos are appropriate for groups, requests for action can be directed only to individuals.

Ans: F Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: Requesting Action Difficulty Level: Easy 16. A political device for internal correspondence is to “copy” in certain people.

Ans: T Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: Political Uses in Business Difficulty Level: Easy 17. Since managers write so many e-mails every day, they are not held to the same writing standards as letters.

Ans: F Learning Objective: 8.6: Design routine messages to internal audiences in standard memo and e-mail formats.

Cognitive Domain: Knowledge Answer Location: Internal Correspondence Difficulty Level: Easy 18. “Please do not hesitate to contact me” is preferred over “Please contact me” because it sounds more businesslike.

Ans: F Learning Objective: 8.5: Design routine messages to external audiences in standard business letter format.

Cognitive Domain: Knowledge Answer Location: Close Difficulty Level: Easy

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19. The basis for making organizational decisions when composing a business message is the “you” attitude.

Ans: T Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages.

Cognitive Domain: Knowledge Answer Location: Basis of the You Attitude Difficulty Level: Easy 20. An easy way to deliver a negative message in a positive tone is to stress reader benefits.

Ans: T Learning Objective: 8.1: Explain the critical role of audience adaptation for successful routine business messages Cognitive Domain: Knowledge Answer Location: Indirect Strategy Difficulty Level: Easy

Short Answer 1. How can a writer de-emphasize the negative in messages?

Ans: Avoid the words “no” and “not.” Place negative information at points of low emphasis in the message. Generally, the more negative a sender’s main point, the more that negative wording should be avoided.

Learning Objective: 8.2: Describe two organizational strategies for business messages, including when each is appropriate.

Cognitive Domain: Comprehension Answer Location: Indirect Strategy Difficulty Level: Medium 2. What are some of the tactics one should avoid in writing an initial claim letter?

Ans: Avoid apologies, sarcasm, indirectness, vagueness, abuse, and possibly even ultimatums. A writer avoids these tactics even if the audience has behaved badly.

Answers might point to the research that suggests that claim letters written in a helpful, collegial tone (Did you forget to make your payment?) result in higher frequencies of success than harsh or threatening claim letters.

Learning Objective: 8.3: Identify and compose four specific types of direct messages.

Cognitive Domain: Comprehension Answer Location: Claims Difficulty Level: Medium 3. How can goodwill be built in a refused claim? What dangers exist in offering an unexplained compromise?

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Ans: Goodwill may be built by handling bad news in a way that makes the readers feel that the company has done everything possible to accommodate their needs. All negatives must be avoided, and the writer should show empathy and not respond in a condescending fashion. There is no need to offer an apology or a compromise if the writer feels that justified in the refusal. This will only invite further correspondence on an issue that should be settled.

Learning Objective: 8.4: Identify and compose three specific types of indirect messages.

Cognitive Domain: Analysis Answer Location: Refused Claim Difficulty Level: Hard 4. One of your customers announced that they are going to do business with a competitor, going forward. You want to keep this customer. You decide to write a letter, asking whether there’s a way to improve their satisfaction with your services. Your boss says, “Why bother taking the time and effort to write a letter? A phone call should do it.”

What is your response regarding the power of a well-formatted business letter?

Ans: Good writers know that the appearance of a document can affect the reader’s reaction to its content, much the same way a speaker’s appearance affects the listeners’ response to their message.

Learning Objective: 8.5: Design routine messages to external audiences in standard business letter format.

Cognitive Domain: Application Answer Location: Letter Format Difficulty Level: Hard

Chapter 9: Writing in Special Situations Test Bank

Multiple Choice 1. What is the first step in planning a report or proposal?

A. select the content, channel, and timing for the document B. consider what the reader may already know about the situation C. gather information and evidence D. review the contextual factors that influence the situation Ans: D Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Preparing to Write in Special Situations Difficulty Level: Medium

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2. After analyzing the situation and developing a strategy for composing the message, what is the first step in writing a report, proposal, or crisis message?

A. develop recommendations or action items B. determine the purpose of the message and define the problem C. collect data to understand the cause of the problem and frame a solution D. create visual aids Ans: B Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Define the Problem or Objective Difficulty Level: Medium 3. All of the following are reasons for business reports except ______.

A. respond to a request for information B. document operations or projects C. promote one’s reputation D. share information with others Ans: C Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Business Reports Difficulty Level: Medium 4. A quarterly earnings report is an example of a report categorized by ______.

A. function B. frequency C. formality D. communication medium Ans: B Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Business Reports Difficulty Level: Medium 5. Which of the following is NOT a function of business reports?

A. data transfer B. proposing a solution to some problem C. providing information that helps the organization achieve its objectives D. apologize for errors or injuries Ans: D Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Business Reports Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 6. Which of the following reports is most likely to be a form with blank spaces for data and descriptions?

A. expense report B. annual report C. performance appraisal report D. planning report Ans: A Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Types of Reports Difficulty Level: Medium 7. The most appropriate pattern of organization for a report dealing documenting a business trip would be ______.

A. place B. quantity C. quality D. time Ans: D Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Organization Difficulty Level: Medium 8. Which of the following is a function of headings in a report?

A. minimize white space B. explain the significance of the material in a section C. act as signposts to guide the reader through the report D. reduce the length of the narrative Ans: C Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Body Difficulty Level: Medium 9. The executive summary of a formal report is also known as the ______.

A. heading B. table of contents C. recap D. synopsis Ans: D

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Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Front Matter Difficulty Level: Medium 10. An example of an informal business report is a(n) ______.

A. trip report B. proposal C. RFP D. annual report Ans: A Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Types of Reports Difficulty Level: Medium 11. Which of the following is NOT considered front matter of a formal report?

A. title page B. introduction C. executive summary D. table of contents Ans: B Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Front Matter Difficulty Level: Medium 12. Which of the following is NOT considered back matter of a formal report?

A. glossary B. bibliography C. acknowledgments D. appendix Ans: C Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Back Matter Difficulty Level: Medium

13. A new format for informal business reports that is growing in popularity is ______.

A. PowerPoint decks B. memos C. e-mails

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D. blogs Ans: A Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Types of Reports Difficulty Level: Medium 14. Indirect order is usually the best arrangement of points for ______.

A. routine reports B. proposals C. informative reports D. negative news Ans: D Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium 15. Direct order is usually the best arrangement of points for ______.

A. proposals B. negative news C. routine reports D. long formal reports Ans: C Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium

16. The introduction of a report should all except which of the following components?

A. purpose B. the scope, focus, and limitations of the report C. qualifications of the writer D. definitions of technical terms within the report Ans: C Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium 17. Which of the following is NOT a recommended practice for the writing style of reports?

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A. distinguish between facts and assumptions B. use transitions to connect ideas as the report progresses C. be consistent about using the past tense throughout D. use Janus statements between sections Ans: C Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Writing Style Difficulty Level: Medium

18. Which type of proposal requests staffing, equipment, or space to complete projects?

A. planning B. research C. grant D. sales Ans: A Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Types of Proposals Difficulty Level: Medium 19. The concept of ______ can help managers connect with proposal reviewers.

A. Janus statements B. proposals as contracts C. reader benefits D. quality Ans: B Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Proposals Difficulty Level: Medium 20. Which of the following is NOT a purpose of proposals?

A. solving problems B. defining terms of a contract C. persuade readers that you understand their problems D. establish relationships Ans: D Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Proposals Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 21. What type of proposal resembles a research paper?

A. white paper B. RFP C. research D. grant Ans: A Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Types of Proposals Difficulty Level: Medium 22. What characteristic differentiates a marketing white paper from a research report?

A. A problem is described.

B. Criteria for evaluating solutions are defined.

C. Only the vendor’s product fulfills the evaluation criteria.

D. Secondary research supports claims about the impact of the problem.

Ans: C Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Sales Proposals and White Papers Difficulty Level: Medium 23. Which type of proposal describes plans for developing prototypes?

A. sales B. planning C. research D. grant Ans: C Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Research Proposals Difficulty Level: Medium 24. Which of the following is NOT a component of proposal introductions?

A. identify the purpose of the proposal B. summarize the solution C. provide background information D. explain the costs of implementation Ans: D Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge

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Answer Location: Components of Proposals | Introduction Difficulty Level: Medium

25. What is the purpose of the needs assessment?

A. clarify the information in the project plan B. demonstrate that you understand the situation and its impact on the reader C. tell a story D. describe how the solution will work Ans: B Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Current Situation Difficulty Level: Medium 26. The project plan contains all of the following elements except ______.

A. procedures to be used B. evaluation methods C. deliverables or outcomes D. line item budget Ans: D Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Project Plan Difficulty Level: Medium 27. Which of the following is an accurate statement about project costs?

A. The budget is an estimate but may change as the project develops.

B. Budgets cannot be padded with a “miscellaneous” budget item.

C. Costs must be documented in tables to help readers focus on specific items.

D. Indirect costs like office space and utilities must be excluded.

Ans: B Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Costs Difficulty Level: Medium 28. What characteristic makes the conclusion of a proposal different from report conclusions?

A. It summarizes the preceding information.

B. It introduces new information.

C. It encourages the reader to take action.

D. It recommends a solution or action.

Ans: B

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Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Proposals | Conclusion Difficulty Level: Medium

29. Which of the following is an example of a reputational crisis?

A. employee theft B. product design flaws C. embezzlement D. social media rumors Ans: D Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 30. Which crisis communication tactic helps the organization “steal thunder” from critics?

A. focusing on the victim B. countering information C. timing D. wait and see Ans: A Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 31. Who are the primary victims of a reputational crisis?

A. internal stakeholders B. external stakeholders C. customers D. general public Ans: A Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 32. Which of the following is most likely to be the cause of an operational crisis?

A. telework during a pandemic B. social media rumors

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

C. a hurricane D. sexual harassment allegations Ans: C Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 33. What is the recommended response to threats based on inaccurate information?

A. deny the information B. investigate the allegations C. wait and see how the public reacts D. do nothing Ans: A Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 34. Why is the use of apologies a controversial matter in crisis communication?

A. It may be better to monitor the situation rather than respond.

B. The public views corporate apologies as insincere.

C. Apologies have no effect on resolving the crisis.

D. Apologies may be seen as an admission of error.

Ans: D Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 35. What is the purpose of state apology laws?

A. require companies to issue apologies when they are at fault B. prevent apologies from being used as evidence in medical malpractice trials C. deter victims from suing companies that publicly apologize D. recommend the components of apologies to limit legal liability Ans: B Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 36. What is the recommended order of the components of an apology?

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. acknowledge the mistake, express regret, promise to not repeat the offense, accept responsibility B. express regret, promise not to repeat the mistake, accept responsibility, acknowledge the mistake C. express regret, acknowledge the mistake, accept responsibility, promise not to repeat the offense D. acknowledge the mistake, accept responsibility, express regret, promise not to repeat the offense Ans: D Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 37. Which method of organizing ideas places the main conclusions and recommendations at the beginning of a report?

A. direct order B. cause-and-effect C. reverse chronological D. indirect order Ans: A Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Body Difficulty Level: Medium 38. Which method of organizing ideas places explanations and data before the main conclusions and recommendations?

A. direct order B. cause-and-effect C. reverse chronological D. indirect order Ans: D Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Body Difficulty Level: Medium 39. What type of data is NOT typically used in reports and proposals?

A. experiments B. anecdotes C. published data sets D. industry publications

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Ans: B Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Collect Evidence Difficulty Level: Medium 40. Which of the following is NOT a purpose of business reports and proposals?

A. research business problems B. solve business problems C. communicate findings to coworkers D. make decisions Ans: D Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Medium

True/False 1. With the advent of new technology, written reports are being phased out.

Ans: F Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 2. The groundwork or preliminary effort a report writer makes before the report is written often takes more time than actually writing the report.

Ans: T Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Preparing to Write in Special Situations Difficulty Level: Easy 3. Most of the data needed for business reports are primary data.

Ans: T Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Collect Evidence Difficulty Level: Easy 4. Formality and frequency are two elements by which reports can be classified.

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Ans: T Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Business Reports Difficulty Level: Easy

5. The most critical issue in an apology is the acceptance of responsibility.

Ans: T Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Apologies Difficulty Level: Easy 6. When responding to a request for proposals, writers should address each section while adhering to limitations on length and formatting.

Ans: T Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Requests for Proposals Difficulty Level: Easy 7. Indirect order is usually preferred for short reports and proposals.

Ans: F Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Components of Reports | Introduction Difficulty Level: Easy 8. The best way to write a sales proposal is to identify pain points in the target’s operations.

Ans: T Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge Answer Location: Organization Difficulty Level: Easy 9. The introduction is the most important part of a proposal.

Ans: T Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Knowledge

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Answer Location: Components of Proposals | Introduction Difficulty Level: Easy

10. Reports typically start with a brief introduction that tells the purpose of the report and who authorized it.

Ans: T Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Components of Reports | Introduction Difficulty Level: Easy 11. When intended readers are internal to the organization, a letter report is the appropriate format.

Ans: F Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Types of Reports Difficulty Level: Easy 12. Apologies usually hurt the organization’s reputation.

Ans: F Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Apologies Difficulty Level: Easy 13. Denying a rumor that is later proven to be true may have no long-term effects on the crisis.

Ans: F Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Easy 14. The title page serves to motivate the reader to read, interpret, and use the formal report.

Ans: F Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Components of Proposals | Introduction Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 15. Back matter is optional for a formal report.

Ans: T Learning Objective: 9.2: Prepare informal and formal reports that help organizations achieve their objectives.

Cognitive Domain: Knowledge Answer Location: Back Matter Difficulty Level: Easy 16. If the information involving a reputational crisis is ambiguous or incomplete, the best response is to express sympathy but little more.

Ans: T Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Easy 17. If there is no specific damage in a social media complaint, it is best to take a “wait and see” approach to responding.

Ans: T Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Easy 18. The most common reason that managers write reports is that someone asked them to.

Ans: T Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Easy 19. Actually writing the report takes more time than doing the preliminary groundwork.

Ans: F Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Easy 20. A report writer should gather data before developing solutions or action items.

Ans: T Learning Objective: 9.1: Describe the work involved in writing in special situations.

Cognitive Domain: Knowledge

Answer Location: Collect Evidence Difficulty Level: Easy

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Short Answer 1. Explain the differences between reputational and operational crisis.

Ans: Reputational crises tend to be caused by personnel behavior, irresponsible messaging, rumors, and inaccurate information. In recent years, crises based on an organization’s stance on moral issues have been on the rise. The victim of this kind of crisis is the organization. Operational crises, on the other hand, may be caused by natural disasters, accidents, product design flaws, management misconduct, or employee behavior. In these situations, victims are internal or external stakeholders who experience physical, psychological, or financial harm. Responses to an operational crisis must focus on safety. They must acknowledge the harm the victim endured, express sympathy, and offer support to help them recover.

Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Knowledge Answer Location: Crisis Communication Difficulty Level: Medium 2. What are the steps in composing an effective apology?

Ans: A good apology is genuine and timely. It should consist of four parts: Acknowledge the mistake or wrongdoing and its effect on others Accept responsibility Express regret Promise that the offense will not be repeated If the information is incomplete, if there is only a complaint but no damage, or if the situation is still developing, a partial apology that does not accept responsibility may be more appropriate.

Learning Objective: 9.4: Respond quickly and responsibly to crisis situations, including making apologies when the organization is at fault.

Cognitive Domain: Comprehension Answer Location: Apologies Difficulty Level: Medium 3. Why is it important to accurately estimate costs in a business proposal?

Ans: A proposal is considered a contract with the funding agency, so include an accurate tally of all the anticipated expenses. Budgets cannot be padded with a miscellaneous line item, and if items are not included in the budget, then you must identify another funding source or do without.

Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Comprehension

Answer Location: Costs Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

4. What purposes does the current situation section serve in business proposals?

Ans: In order to develop a sound plan, you must thoroughly understand the problem and its causes and effects. The current situation, also called a needs assessment, demonstrates that you understand the situation and its impact on the reader. Describing the situation is a persuasive move because sometimes readers recognize that a problem exists, but they do not understand why or what to do about it.

Learning Objective: 9.3: Compose proposals that solve workplace problems, plan research, sell products or services, or secure external funding.

Cognitive Domain: Comprehension Answer Location: Current Situation Difficulty Level: Medium

Chapter 10: Listening Test Bank

Multiple Choice 1. Most Americans speak at a rate of about ______ words per minute.

A. 125 B. 150 C. 65 D. 70 Ans: A Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Knowledge Answer Location: Barriers to Listening Difficulty Level: Medium 2. Which of the following is NOT a barrier to listening?

A. listening–speaking differential B. motivation C. demographics D. willingness Ans: C Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Comprehension Answer Location: Barriers to Listening Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 3. Preparing a rebuttal to a speaker’s criticism is an example of which barrier to listening?

A. debate B. willingness C. internal and external noise D. detouring Ans: A Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Knowledge Answer Location: Barriers to Listening Difficulty Level: Medium 4. The type of listening most common in business meetings and conferences is ______.

A. casual B. factual C. empathic D. sympathetic Ans: B Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Medium 5. The manager who wants to understand someone’s internal frame of reference should use which type of listening?

A. causal B. factual C. sympathetic D. empathic Ans: D Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Medium 6. Which of the following is NOT a technique for active listening?

A. identify the main points B. organize the message C. repeat the message D. visualize the message Ans: C Learning Objective: 10.4: Demonstrate six specific techniques for active listening.

Cognitive Domain: Comprehension Answer Location: Specific Techniques for Active Listening Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 7. Of the following listening strategies which involves mnemonics?

A. organizing the message B. visualizing the message C. summarizing the message D. differentiating between the main and supporting points Ans: B Learning Objective: 10.4: Demonstrate six specific techniques for active listening.

Cognitive Domain: Comprehension Answer Location: Specific Techniques for Active Listening Difficulty Level: Medium 8. Which of the following statements is true?

A. Paraphrasing is repeating the speaker’s words.

B. Usually, speakers paraphrase to check the listener’s understanding.

C. A paraphrase reflects the underlying attitudes or emotions of a message.

D. Paraphrasing is not useful for strengthening the speaker–listener relationship.

Ans: C Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Medium 9. Which question seeks to get a deeper level of information?

A. neutral B. open-ended C. primary D. secondary Ans: D Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Medium 10. What is the formula the textbook uses to help explain the cause of rumors in modern organizations?

A. ambiguity = rumors ´ interest B. interest = rumors ´ ambiguity C. rumors = ambiguity ´ interest D. grapevine = rumors ´ ambiguity Ans: C Learning Objective: 10.6: Explain the importance of listening to informal communication.

Cognitive Domain: Knowledge Answer Location: Listening to Informal Communication Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

11. Showing a preference for vivid and dramatic treatment of data is known as ______.

A. assimilation B. sharpening C. leveling D. regression Ans: B Learning Objective: 10.6: Explain the importance of listening to informal communication.

Cognitive Domain: Knowledge Answer Location: Listening to Informal Communication Difficulty Level: Medium 12. Which of the following is one of the three dimensions of a message graphically displayed in Figure 10-1?

A. up to down B. vertical to horizontal C. narrow to wide D. formal to informal Ans: D Learning Objective: 10.7: Explain the importance of listening to the total environment.

Cognitive Domain: Knowledge Answer Location: Listening to the Total Environment Difficulty Level: Medium 13. The 25–75 rule can create a problem in which of the following?

A. primary–secondary questions B. micro listening climate C. written communication D. organizing a message Ans: B Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Medium 14. Total climate listening is known as ______.

A. macro B. micro C. intrapersonal D. global Ans: A Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 15. A positive listening climate includes ______.

A. taking notes B. maintaining eye contact C. leaning toward the speaker D. all choices are correct Ans: D Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Medium 16. Which technique induces a macro listening climate?

A. note-taking B. leaning toward a speaker C. walking around D. rephrasing the speaker’s words Ans: C Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Medium 17. Strategic managerial listening requires paying attention to ______.

A. the spoken words B. the nonverbal behaviors C. the total environment D. all choices are correct Ans: D Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Medium 18. Which of the following is NOT a benefit of managerial listening skills?

A. more efficient task assignments B. more information C. improved relationships D. better decisions Ans: A Learning Objective: 10.1: Describe the benefits of good listening skills for managers.

Cognitive Domain: Comprehension Answer Location: Benefits of Listening

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

19. Which of the following strategies is recommended when listening to negative messages?

A. resisting B. defending C. empathizing D. none of these choices are correct Ans: C Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Responding to Negative Messages Difficulty Level: Medium 20. The LAW of listening stands for ______.

A. Listening equals Asking plus Winning B. Listening equals Ability plus Willingness C. Listening equals Assets plus Wisdom D. Listening equals Attitude plus Work Ans: B Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Knowledge Answer Location: Barriers to Listening Difficulty Level: Medium 21. The listening barrier “detouring” is closely related to ______.

A. travel distances B. the speaker’s movements C. bias D. getting lost Ans: C Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Knowledge Answer Location: Barriers to Listening Difficulty Level: Medium 22. Statements like “Tell me more” and “Then what happened?” are examples of ______.

A. directed questions B. neutral questions C. empathic questions D. primary questions Ans: B Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

23. The practice of following consumer needs and trends through social media accounts is known as ______.

A. interactive listening B. empathic listening C. factual listening D. social listening Ans: D Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Medium 24. At which stage should a manager think about personal biases?

A. preparation stage B. listening stage C. feedback stage D. Both “listening stage” and “feedback stage” are correct.

Ans: A Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Medium 25. The key advantage of taking notes is that it helps the listener to ______.

A. organize the message B. visualize the message C. personalize the message D. all choices are correct Ans: D Learning Objective: 10.4: Demonstrate six specific techniques for active listening.

Cognitive Domain: Comprehension Answer Location: Specific Techniques for Active Listening Difficulty Level: Medium 26. The main benefit of paraphrasing as a listening strategy is that it ______.

A. increases understanding B. strengthens the relationship C. adds face time to the interaction D. Both “increases understanding” and “strengthens the relationship” are correct.

Ans: D Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 27. Which is the best paraphrase for “I hate my job and I quit!”?

A. “Sounds like you had a tough day.”

B. “So you hate your job and you quit.”

C. “You can’t afford to quit.”

D. All choices are correct.

Ans: A Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Application Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Medium 28. A positive listening climate includes ______.

A. taking notes B. maintaining eye contact C. leaning toward the speaker D. all choices are correct Ans: D Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Medium 29. The 25–75 rule can create a problem in which of the following?

A. primary–secondary questions B. micro listening climate C. informal communication D. organizing a message Ans: B Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Medium 30. Which of the following is NOT a barrier to managerial listening?

A. physical limitations B. time constraints C. intention D. All choices are correct.

Ans: C Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Comprehension Answer Location: Barriers to Listening Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 31. Of the following, which is NOT a technique for active listening?

A. organizing the message B. asking directed questions C. summarizing the message D. taking notes Ans: B Learning Objective: 10.4: Demonstrate six specific techniques for active listening.

Cognitive Domain: Comprehension Answer Location: Specific Techniques for Active Listening Difficulty Level: Medium 32. What is the formula in the chapter that helps to explain the cause of rumors in modern organizations?

A. ambiguity = rumors ´ interest B. interest = rumors ´ ambiguity C. rumors = ambiguity ´ interest D. grapevine = rumors ´ ambiguity Ans: C Learning Objective: 10.6: Explain the importance of listening to informal communication.

Cognitive Domain: Knowledge Answer Location: Listening to Informal Communication Difficulty Level: Medium 33. When preparing to listen, a manager should ______.

A. pick the best time B. pick the best place C. review documents D. both “pick the best time” and “pick the best place” are correct choices Ans: D Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Medium 34. Which question type seeks a deeper level of information?

A. secondary B. open C. primary D. neutral Ans: A Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

35. Which listening intensity level is best for counseling sessions?

A. casual B. factual C. empathic D. All choices are correct.

Ans: C Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Application Answer Location: Preparing to Listen Difficulty Level: Medium

36. Which of the following is NOT a benefit of managerial listening discussed in the chapter?

A. The manager is better informed.

B. Bosses have more respect for the manager.

C. The manager is well-liked by coworkers.

D. Employees are more likely to support the manager.

Ans: B Learning Objective: 10.1: Describe the benefits of good listening skills for managers.

Cognitive Domain: Comprehension Answer Location: Benefits of Listening Difficulty Level: Medium 37. When a listener becomes distracted by a speaker’s phrase or concept, that barrier is called ______.

A. external noise B. interrupting C. detouring D. willingness Ans: C Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Application Answer Location: Barriers to Listening Difficulty Level: Medium 38. Which techniques are the best when a manager listens to a negative message?

A. defend and deny B. resist and retaliate C. paraphrase and question D. avoid and answer Ans: C Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Application Answer Location: Responding to Negative Messages Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

39. Which of the following is a change to information that passes through the grapevine?

A. leveling B. assimilating C. sharpening D. All choices are correct.

Ans: D Learning Objective: 10.6: Explain the importance of listening to informal communication.

Cognitive Domain: Knowledge Answer Location: Listening to Informal Communication Difficulty Level: Medium

40. If employees do not use the “open door” policy, it is probably because ______.

A. a negative listening environment exists B. the administrative assistant is acting as a gatekeeper C. they are too busy to seek out the manager D. they have nothing to discuss with the manager Ans: A Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Responding to Negative Messages Difficulty Level: Medium

True/False 1. Listening is the form of communication that is most important for entry-level positions.

Ans: T Learning Objective: 10.1: Describe the benefits of good listening skills for managers.

Cognitive Domain: Knowledge Answer Location: Benefits of Listening Difficulty Level: Easy 2. The major reason for developing effective listening is to build relationships between people.

Ans: T Learning Objective: 10.1: Describe the benefits of good listening skills for managers.

Cognitive Domain: Knowledge Answer Location: Benefits of Listening Difficulty Level: Easy 3. People speak approximately 25% as fast as they think.

Ans: T Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Knowledge

Answer Location: Barriers to Listening Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

4. Active and passive are two types of listening.

Ans: F Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Knowledge Answer Location: Preparing to Listen Difficulty Level: Easy 5. An attempt to use empathic listening is often enough to open communication.

Ans: T Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Application Answer Location: Preparing to Listen Difficulty Level: Medium 6. A listener should always wait until the end of the message to summarize it.

Ans: F Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Easy 7. A listener who takes notes indicates both the message and the speaker are boring.

Ans: F Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Easy 8. Open-ended questions give the respondent a narrow choice of possible answers, while a closed question gives a wider range of possible answers.

Ans: F Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Easy 9. An additional question that seeks further information on the preceding answer is called a closer question.

Ans: F Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 10. A directed question leads the speaker to a desired response.

Ans: T Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Easy 11. Research indicates information transmitted via the grapevine in organizations is only 50% accurate.

Ans: F Learning Objective: 10.6: Explain the importance of listening to informal communication.

Cognitive Domain: Knowledge Answer Location: Listening to Informal Communication Difficulty Level: Easy 12. Assimilation is the tendency of people to adjust or modify rumors, to mold them to fit their personal needs.

Ans: T Learning Objective: 10.6: Explain the importance of listening to informal communication.

Cognitive Domain: Knowledge Answer Location: Listening to Informal Communication Difficulty Level: Easy 13. When working with culturally diverse employees, managers can benefit from using silence as a type of response.

Ans: T Learning Objective: 10.5: Demonstrate three specific techniques for interactive listening.

Cognitive Domain: Knowledge Answer Location: Specific Techniques for Interactive Listening Difficulty Level: Easy 14. Finishing someone’s sentences for them indicates a strong communication relationship and encourages the speaker.

Ans: F Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Application Answer Location: Developing a Listening Climate Difficulty Level: Easy 15. An open-door policy is not always successful in inducing communication.

Ans: T Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge

Answer Location: Developing a Listening Climate Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

16. The sending side of the communication process is more difficult than the receiving side.

Ans: F Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Comprehension Answer Location: Barriers to Listening Difficulty Level: Easy 17. A micro climate is defined as the general atmosphere of a workplace.

Ans: F Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Easy 18. To enhance the listening climate, a listener should set aside whatever they are doing.

Ans: T Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Easy 19. Strategic managerial listening requires listening to the spoken words and attention to the nonverbal elements and the total environment.

Ans: T Learning Objective: 10.8: Plan steps to developing a micro and macro listening climate in the workplace.

Cognitive Domain: Knowledge Answer Location: Developing a Listening Climate Difficulty Level: Easy 20. Managers should discourage their subordinates from listening to the grapevine because the information is usually false.

Ans: F Learning Objective: 10.6: Explain the importance of listening to informal communication.

Cognitive Domain: Knowledge Answer Location: Listening to Informal Communication Difficulty Level: Easy

Short Answer

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

1. What is the difference between hearing and listening?

Ans: Hearing, the process by which sound enters the ear and is sent to the brain for identification, is a mechanical process almost automatically carried on by the brain.

Listening, however, involves a concentrated physical and mental effort. To listen effectively, a person must not only hear the communication but also overcome various physical and psychological barriers in order to understand what is being communicated.

Listening requires mental and physical effort.

Learning Objective: 10.2: Identify the barriers to good listening.

Cognitive Domain: Comprehension Answer Location: Barriers to Listening Difficulty Level: Medium 2. According to the chapter, what is the difference between interactive and active listening? Give an example of a situation for each type.

Ans: Active listening occurs in situations in which a manager has little or no opportunity to interact verbally with the speaker. People in a large audience use active listening, as do those listening to a recorded message. Interactive listening includes the opportunity to respond verbally to the speaker by asking questions or summarizing. Interactive listening could occur with a manager involved in a conversation with one other individual or in a meeting with many people.

Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Application Answer Location: Preparing to Listen Difficulty Level: Hard 3. What are four things a manager should do to become physically and psychologically prepared to listen? Discuss each of these.

Ans: Four things that a manager should do to become physically and psychologically prepared to listen are (1) pick the best possible place, (2) pick the best possible time, (3) think about personal biases that may be present, and (4) review the listening objectives. Time and place provide distractions, noise, and interruptions. Internally, biases against the subordinates or customers based upon previous experiences or expectations can prevent the manager from receiving the intended message. A manager should always have a specific objective in mind to help guide the listening behavior.

Learning Objective: 10.3: List the steps to follow when preparing to listen.

Cognitive Domain: Application Answer Location: Preparing to Listen Difficulty Level: Hard

Chapter 11: Communicating Nonverbally Test Bank

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 Multiple Choice 1. Words represent ______% of the impact of message spoken face-to-face.

A. 55 B. 38 C. 42 D. 7 Ans: D Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Medium 2. Which of the following is NOT a function recognized by Burbinster for nonverbal communication?

A. complementing B. accenting C. directing D. contradicting Ans: C Learning Objective: 11.2: Identify and give examples of the functions of nonverbal cues.

Cognitive Domain: Comprehension Answer Location: The Functions of Nonverbal Cues Difficulty Level: Medium 3. Nonverbal behaviors used during conversations to signal to a partner to slow, stop, and even “wait your turn” are known as ______.

A. regulating B. contradicting C. accenting D. substituting Ans: A Learning Objective: 11.2: Identify and give examples of the functions of nonverbal cues.

Cognitive Domain: Comprehension Answer Location: The Functions of Nonverbal Cues Difficulty Level: Medium 4. The study of the space around us and how we and others relate to it is known as ______.

A. semantics B. proxemics C. kinesics D. vocalics

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Ans: B Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Messages Difficulty Level: Medium 5. Types of gestures include which of the following?

A. motions B. posture C. accents D. emblems Ans: D Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Medium

6. Which of the following types of gestures provides an example or reinforces what is being said?

A. affect display B. adapter C. vocalics D. illustrators Ans: D Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Medium 7. Twisting a paper clip during a stressful conversation is what kind of kinesic message?

A. emblem B. illustrator C. adapter D. affect display Ans: C Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Medium 8. Which movement has been shown to positively influence the flow of conversation?

A. mimicry

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

B. affect display C. illustrating D. striding Ans: A Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Medium 9. Which of the following improves the likelihood that others will comply with our requests?

A. word complexity B. nonverbal behavior C. repetition D. proximity Ans: B Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Medium

10. Nonverbal aspects of vocal delivery include ______.

A. pitch B. rate C. onset D. all of these Ans: D Learning Objective: 11.5: Modify various aspects of voice to augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Voice Difficulty Level: Medium 11. Small talk is valuable because ______.

A. it provides a baseline of nonverbal cues B. it puts the other at ease C. lies are easily detected D. it provides a baseline of nonverbal cues and it puts the other at ease Ans: D Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

12. Which of the following is NOT a deception-related gesture?

A. hand to face B. mouthcover C. folding hands D. moustache-stroke Ans: C Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Comprehension Answer Location: Nonverbal Signs of Deception Difficulty Level: Medium 13. Signals of deception include which of the following?

A. eye contact B. dress C. shrug emblem D. All of these are correct.

Ans: B Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Medium 14. Which is a personal space deception cue?

A. signal blunders B. picking at lint C. lip biting D. foot tapping Ans: A Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Medium 15. Which is NOT an aspect of voice that indicates deception?

A. pitch B. tone C. volume D. None of these are correct.

Ans: D Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Comprehension Answer Location: Nonverbal Signs of Deception

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

16. Personal artifacts in the office can be ______.

A. identity claims B. strategic forms of communication C. deceptive D. all of these are correct Ans: D Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Medium 17. Deception is NOT shown in which of the following?

A. adapter movements B. duration of message C. empathic listening D. contradictory nonverbals Ans: C Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Comprehension Answer Location: Nonverbal Signs of Deception Difficulty Level: Medium 18. Two common characteristics of attractiveness that seem to be related to business success are ______ and ______.

A. hair color; weight B. height; a strong chin C. height; weight D. eye color; a strong chin Ans: B Learning Objective: 11.4: Explain how various aspects of personal appearance impact perceptions.

Cognitive Domain: Knowledge Answer Location: Personal Appearance Difficulty Level: Medium 19. Problems with a company’s dress code policy can arise from ______.

A. legal issues B. discrimination C. differing abilities D. all of these Ans: D

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 11.4: Explain how various aspects of personal appearance impact perceptions.

Cognitive Domain: Knowledge Answer Location: Personal Appearance Difficulty Level: Medium

20. Research on call center operators indicated that their success was related to ______.

A. their words B. variations in tone and pitch C. the amount of time spent listening D. both variations in tone and pitch and the amount of time spent listening Ans: D Learning Objective: 11.6: Identify applications of nonverbal communication research to business.

Cognitive Domain: Knowledge Answer Location: Applications of Nonverbal Communication Research Difficulty Level: Medium 21. Which type of gesture has one set meaning that almost everyone agrees on?

A. illustrators B. emblems C. regulators D. adaptors Ans: B Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Medium 22. When attempting to detect terrorists and criminals in public places, officials pay attention to suspects’ ______.

A. cars B. shoes C. body language D. groups Ans: C Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Medium 23. Which nonverbal function is accomplished when a handshake accompanies a greeting?

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. contradict B. regulate C. repeat D. complement Ans: D Learning Objective: 11.2: Identify and give examples of the functions of nonverbal cues.

Cognitive Domain: Knowledge Answer Location: The Functions of Nonverbal Cues Difficulty Level: Medium 24. Which spatial zone is the one in which most daily business is conducted in the United States?

A. intimate B. personal C. social D. public Ans: C Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Zones Difficulty Level: Medium 25. The fact that men take up more space than women with their postures and their artifacts is an indication of ______.

A. power B. self-image C. size D. coincidence Ans: A Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Differences Difficulty Level: Medium 26. Which of the following is used in contemporary business writing to substitute for words and to represent emotions?

A. cartoons B. emoji C. numeric symbols D. shorthand Ans: B Learning Objective: 11.2: Identify and give examples of the functions of nonverbal cues.

Cognitive Domain: Knowledge Answer Location: The Functions of Nonverbal Cues

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

27. According to MIT researchers using e-sensors, when coworkers with similar proximity, body language, and vocal styles converse, ______.

A. they talk more B. they are more productive C. they work more closely D. they share information more accurately Ans: D Learning Objective: 11.6: Identify applications of nonverbal communication research to business.

Cognitive Domain: Knowledge Answer Location: Applications of Nonverbal Communication Research Difficulty Level: Medium 28. What contributes the most to the impression you make?

A. What you say B. How you look C. How you sound D. Where you work Ans: B Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Medium 29. Which of the following is NOT a function of nonverbal signals?

A. complement B. contradict C. repeat D. explain Ans: D Learning Objective: 11.2: Identify and give examples of the functions of nonverbal cues.

Cognitive Domain: Comprehension Answer Location: The Functions of Nonverbal Cues Difficulty Level: Medium 30. Gestures and movement are examples of which type of nonverbals?

A. kinesics B. proxemics C. vocalics D. appearance Ans: A Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Medium

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31. When a nonverbal signal contradicts a verbal message, which does the audience believe?

A. verbal B. nonverbal C. It depends on the audience.

D. It depends on the topic.

Ans: B Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Medium 32. What function of nonverbals is exemplified when a speaker holds up a hand to signal, “Don’t interrupt me”?

A. repeating B. contradicting C. regulating D. substituting Ans: C Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Medium 33. When a listener mirrors the speaker’s nonverbals in an attempt to build trust and likeability, the listener is using ______.

A. mimicry B. momentum C. modesty D. metacommunication Ans: A Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Medium 34. What distance is appropriate for most face-to-face routine interactions in U.S. business environments?

A. public

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B. personal C. social D. intimate Ans: C Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Zones Difficulty Level: Medium 35. Proxemic zone preferences vary according to ______.

A. culture B. gender C. age D. all choices are correct Ans: D Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Zones Difficulty Level: Medium

36. When your supervisor steps around your desk to view what is on your computer monitor, the supervisor is nonverbally indicating ______.

A. power and authority B. insensitivity to personal space C. interest in the topic D. all choices are correct Ans: D Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Zones Difficulty Level: Medium 37. In the U.S. business environment, aspects of personal appearance that signal success include ______.

A. height, beauty, and a prominent nose B. prominent nose, chin, and eyebrows C. height, a strong chin, and beauty D. age, hair, and eye color Ans: C Learning Objective: 11.4: Explain how various aspects of personal appearance impact perceptions.

Cognitive Domain: Knowledge Answer Location: Personal Appearance

Difficulty Level: Medium

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38. What you wear to work is likely to affect others’ perceptions of your ______.

A. adoption of the company’s values B. work quality C. credibility D. all choices are correct Ans: D Learning Objective: 11.4: Explain how various aspects of personal appearance impact perceptions.

Cognitive Domain: Knowledge Answer Location: Personal Appearance Difficulty Level: Medium 39. When a speaker uses uptalk, the listener’s impression is that the speaker ______.

A. is sure of the truth B. is asking for validation C. is being honest D. all choices are correct Ans: B Learning Objective: 11.5: Modify various aspects of voice to augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Voice Difficulty Level: Medium 40. Region of origin affects which aspect of a speaker’s vocal style?

A. articulation B. basic pitch C. basic volume D. fluency Ans: A Learning Objective: 11.5: Modify various aspects of voice to augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Voice Difficulty Level: Medium 41. Which of the following is NOT a nonverbal sign of deception?

A. unexpected movement and gestures B. manipulation of clothing C. increase of personal space D. lack of eye contact Ans: D Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Comprehension Answer Location: Nonverbal Signs of Deception

Difficulty Level: Medium

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True/False 1. Nonverbal communication includes written messages.

Ans: T Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Easy 2. Research shows that about 93% of a message comes from nonverbal communication.

Ans: T Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Easy 3. When nonverbal signals contradict verbal ones, the verbal ones are usually the ones to trust.

Ans: F Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Easy 4. The nonlinguistic message or emotional meaning of a color is the same worldwide.

Ans: F Learning Objective: 11.1: Explain the importance of nonverbal communication in business.

Cognitive Domain: Knowledge Answer Location: The Importance of Nonverbal Communication Difficulty Level: Easy 5. Nonverbal cues enhance communication by combating the effects of noise.

Ans: T Learning Objective: 11.2: Identify and give examples of the functions of nonverbal cues.

Cognitive Domain: Knowledge Answer Location: The Functions of Nonverbal Cues Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 6. Kinesics is the category of nonverbal behavior that is the most studied.

Ans: T Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Easy 7. The term “kinesics” refers to the space around us and how we and others relate to it.

Ans: F Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Movement Difficulty Level: Easy 8. South American and Arab businesspeople generally prefer to operate in the same proxemic zone as U.S. businesspeople.

Ans: F Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Zones Difficulty Level: Easy 9. People cooperating on a task often compensate for the invasion of their personal space by not making eye contact.

Ans: T Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Spatial Zones Difficulty Level: Easy 10. Dress is an integral part of the first impression we form when meeting another and is often the key to initial credibility.

Ans: T Learning Objective: 11.4: Explain how various aspects of personal appearance impact perceptions.

Cognitive Domain: Knowledge Answer Location: Personal Appearance Difficulty Level: Easy 11. Mostly, managers do not believe that casual dress affects the quality of work.

Ans: F

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Learning Objective: 11.4: Explain how various aspects of personal appearance impact perceptions.

Cognitive Domain: Knowledge Answer Location: Personal Appearance Difficulty Level: Easy

12. In business, speaking in a clear, firm, low-pitched voice connotes confidence and results in more attentive listening.

Ans: T Learning Objective: 11.5: Modify various aspects of voice to augment verbal messages.

Cognitive Domain: Knowledge Answer Location: Voice Difficulty Level: Easy 13. Leakage occurs when contradictory nonverbal signals betray deception.

Ans: T Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Easy 14. The most common deception-related gesture is the hand-shrug emblem.

Ans: F Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Easy 15. Smoothing the necktie often indicates a deceptive answer.

Ans: T Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Easy 16. An attempted change of personal space is a deception cue.

Ans: T Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Easy

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17. Deceptive answers are likely to be longer and less specific than honest ones.

Ans: T Learning Objective: 11.7: Illustrate how four nonverbal elements indicate deceptive communication.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Easy

18. Research using electronic sensors on team communication indicates that appropriate nonverbal behaviors can prevent groupthink.

Ans: T Learning Objective: 11.6: Identify applications of nonverbal communication research to business.

Cognitive Domain: Knowledge Answer Location: Applications of Nonverbal Communication Research Difficulty Level: Easy 19. Personal possessions in the office, but not the location of the office, create perceptions.

Ans: F Learning Objective: 11.6: Identify applications of nonverbal communication research to business.

Cognitive Domain: Knowledge Answer Location: Artifacts Difficulty Level: Easy 20. If a speaker takes longer than usual to begin answering a question, the slower onset is a deception cue.

Ans: T Learning Objective: 11.6: Identify applications of nonverbal communication research to business.

Cognitive Domain: Knowledge Answer Location: Nonverbal Signs of Deception Difficulty Level: Easy

Short Answer 1. You are trying to indicate interest in the other person while listening. What should you be doing with your eyes, head, trunk, and hands? What if the other person is from a different culture than you?

Ans: In the U.S. business culture, it is expected that an interested listener will gaze at the speaker, nod or tilt their head, lean toward the speaker, and show the palms of hands. All these nonverbal cues indicate receptiveness. In other cultures, these

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nonverbal signals may well be differently interpreted. It is wise for listeners to adapt their nonverbals to the speaker’s cultural expectations.

Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Application Answer Location: Movement Difficulty Level: Hard

2. Why are emblems different from the typical movement communication cue? Give an example to support your answer.

Ans: Emblems do not have an implied meaning; they actually stand for something else.

An example of a movement that has direct meaning is the military salute. This gesture replaces verbal communication, and its meaning is direct, not implied, and not subject to differences in interpretation due to culture.

Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Analysis Answer Location: Movement Difficulty Level: Hard 3. In the United States, people are generally expected to “keep their distance.” If someone in a social setting does not respect your personal zone and instead comes closer than you expect, what might be the possible cause(s)?

Ans: Varies. Possible reasons for not observing standard proxemics zones include cultural differences, aggressiveness, misperceived levels of intimacy, gender differences, and environmental circumstances.

Learning Objective: 11.3: Describe how various aspects of kinesics and proxemics augment verbal messages.

Cognitive Domain: Analysis Answer Location: Spatial Messages Difficulty Level: Hard 4. Provide at least one example (other than those in the chapter) for nonverbal signals showing complementing, accenting, and contradicting.

Ans: Varies. Representative examples: Complementing will occur when you tell an employee how much you appreciate the job the employee is doing and present them with a 10% raise at the same time. If you point and wag a finger in someone’s face while making an important point, accenting has occurred. Contradiction has taken place when you tell an employee that it does not matter if they can’t work overtime on the weekend (even though you desperately need them) and then you frown as you turn away.

Learning Objective: 11.2: Identify and give examples of the functions of nonverbal cues.

Cognitive Domain: Application Answer Location: The Functions of Nonverbal Cues Difficulty Level: Hard

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Chapter 12: Communicating Across Cultures Test Bank

Multiple Choice 1. International trade agreements focus on ______.

A. supply chains B. lowering tariffs C. consistent regulations D. technological improvements Ans: C Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: The Global Economy Difficulty Level: Medium 2. Which of the following is a reason to become familiar with international business communication practices discussed in the chapter?

A. You may find yourself working for a company owned by a company from another country.

B. Many products are made overseas.

C. to learn different languages D. Networking is always valuable for businesses.

Ans: A Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: Rationale Difficulty Level: Medium 3. Which concept proposed that advancements in communication and transportation technologies would compress the world to a point where it would be one big happy unit?

A. objectivity myth B. global village concept C. universality myth D. androgynous myth Ans: B Learning Objective: 12.2: Identify several intercultural myths.

Cognitive Domain: Knowledge Answer Location: Intercultural Myths Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 4. The idea that under the skin, all human beings are alike, brothers and sisters in the common family of man is known as the ______.

A. universality myth B. global village concept C. commonality village D. objectivity myth Ans: A Learning Objective: 12.2: Identify several intercultural myths.

Cognitive Domain: Knowledge Answer Location: Intercultural Myths Difficulty Level: Medium 5. Which one of the following is NOT a dimension of cultural differences, according to Hofstede?

A. power distance B. uncertainty acceptance C. individualism/collectivism D. masculinity/femininity Ans: B Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Comprehension Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 6. Of the following countries, which is thought to have a high power distance?

A. Denmark B. United States C. Mexico D. England Ans: C Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 7. Of the following countries, which is said to have weak uncertainty avoidance?

A. England B. Germany C. Japan D. United States Ans: D Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 8. Which of the following suggests a loosely knit social framework in which people are expected to take care of themselves and immediate family only?

A. collectivism B. individualism C. power distance D. loyalty to heirs Ans: B Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 9. A culture that approves of placing family above wealth is considered to have a ______ dimension.

A. feminine B. collectivistic C. low-context D. high power distance Ans: A Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 10. In which of the following countries are business cards handed to the recipient with both hands with the information facing the receiver?

A. Denmark B. France C. England D. Japan Ans: D Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 11. In which of the following regions are women’s bare legs, arms, shoulders, or heads considered offensive in public?

A. Europe B. Middle East C. North America D. South America Ans: B Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Dress Difficulty Level: Medium

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12. Which of the following are considered rude or insulting in some countries?

A. showing the sole of your shoe B. “thumbs-up” C. holding hands in public D. All of these are correct.

Ans: D Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Nonverbal Sensitivity Difficulty Level: Medium 13. Which is a potential gift-giving blunder?

A. flowers B. gifts bearing the company logo C. the number of gifts D. all of these Ans: D Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Gifts Difficulty Level: Medium 14. Which of the following is a characteristic of a good intercultural communicator?

A. smart B. disrespectful C. nondefensive D. judgmental Ans: C Learning Objective: 12.6: Analyze the elements of intercultural communication sensitivity.

Cognitive Domain: Knowledge Answer Location: What Makes a Good Intercultural Communicator?

Difficulty Level: Medium 15. Preparation for a foreign assignment may include ______.

A. taking a vacation B. learning another language C. discussing the country at dinner D. reading the local newspaper Ans: B

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Learning Objective: 12.4: Describe benefits of learning multiple languages.

Cognitive Domain: Knowledge Answer Location: Should You Learn the Language?

Difficulty Level: Medium

16. The need for more intercultural awareness arises from ______.

A. the global village concept B. different greeting and gift-giving rituals C. different standards of business dress D. both different greeting and gift-giving rituals and different standards of business dress Ans: D Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: Rationale Difficulty Level: Medium 17. Which of the following is NOT recommended when trying to communicate in English with people who have varying levels of fluency?

A. use slang B. speak a bit more slowly C. enunciate carefully D. avoid humor Ans: A Learning Objective: 12.4: Describe benefits of learning multiple languages.

Cognitive Domain: Comprehension Answer Location: Should You Learn the Language?

Difficulty Level: Medium 18. Why should managers become culturally sensitive?

A. The workforce is increasingly more culturally diverse.

B. They are working in a global economy.

C. U.S. business values are universal.

D. Both “the workforce is increasingly more culturally diverse” and “they are working in a global economy” are correct.

Ans: D Learning Objective: 12.7: Compose a plan for developing interculturally sensitive managers in foreign and domestic environments.

Cognitive Domain: Knowledge Answer Location: Developing Interculturally Sensitive Managers Difficulty Level: Medium 19. Culture includes all of the following EXCEPT ______.

A. religious systems B. educational systems

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C. political systems D. environmental systems Ans: D Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Comprehension Answer Location: What Is Culture?

Difficulty Level: Medium 20. According to Hofstede’s dimensions of cultural differences, the United States has ______.

A. low power distance B. high power distance C. variable power distance D. unknown power distance Ans: A Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium

21. The fact that relatively few U.S. workers take advantage of the Family and Medical Leave Act is an indication of which dimension of cultural differences?

A. collectivism–individualism B. femininity–masculinity C. power distance D. uncertainty avoidance Ans: B Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 22. Hyper-punctuality is a characteristic of which cultures?

A. Western European B. Asian C. Latin American D. all of these Ans: A Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 23. Research shows that when employees of different cultures work for a multinational firm, ______.

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A. their cultural differences strengthen B. their cultural differences weaken C. they adopt the cultural values of the firm D. their cultural differences are not affected Ans: A Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium

24. According to the U.S. Department of Education, which foreign languages are the most important to learn?

A. Chinese, Korean, and Japanese B. Hindi and Urdu C. Chinese, Korean, Japanese, Hindi, and Urdu D. French and Spanish Ans: C Learning Objective: 12.4: Describe benefits of learning multiple languages.

Cognitive Domain: Knowledge Answer Location: Should You Learn the Language?

Difficulty Level: Medium 25. Machine translators, such as Google Translate, should not be relied upon because ______.

A. they do not account for cultural factors B. they may not include slang or metaphors C. they always factor in irony D. both “they do not account for cultural factors” and “they may not include slang or metaphors” are correct Ans: A Learning Objective: 12.4: Describe benefits of learning multiple languages.

Cognitive Domain: Knowledge Answer Location: Should You Learn the Language?

Difficulty Level: Medium 26. Bribing someone during the conduct of business is a violation of which U.S. law?

A. SPCA B. FCPA C. SEC D. USDA Ans: B Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Gifts Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 27. A person who sees their country as the best in the world and looks down on others as inferior because they are different is known as ______.

A. ethical B. ethno-relativistic C. ethnocentric D. all of these Ans: C Learning Objective: 12.6: Analyze the elements of intercultural communication sensitivity.

Cognitive Domain: Knowledge Answer Location: What Makes a Good Intercultural Communicator?

Difficulty Level: Medium 28. Which of the following is NOT discussed in the chapter as a reason to study intercultural business communication?

A. English is taught around the world.

B. the global economy C. foreign direct investment in the United States D. increased diversity in the U.S. workforce Ans: A Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Comprehension Answer Location: The Global Economy Difficulty Level: Medium 29. Culture is defined as ______.

A. the knowledge, beliefs, values, customs, and moral attitudes of our society B. the behaviors, attitudes, and habits of the people around us C. our religious, economic, political, and educational systems D. all choices are correct Ans: D Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: The Global Economy Difficulty Level: Medium 30. The belief that we are all basically alike is known as ______.

A. the global village myth B. the end of history myth C. the universality myth D. the brotherhood of man myth Ans: C Learning Objective: 12.2: Identify several intercultural myths.

Cognitive Domain: Knowledge Answer Location: Intercultural Myths Difficulty Level: Medium

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31. A manager who is very controlling and authoritarian is an example of which of Hofstede’s dimensions of cultural differences?

A. high power distance B. individualism C. masculinity D. low uncertainty avoidance Ans: A Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 32. A manager who puts the employees’ family obligations ahead of productivity expectations is an example of which of Hofstede’s dimensions?

A. low power distance B. collectivism C. femininity D. high uncertainty avoidance Ans: C Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 33. A team leader who rewards team members equally, despite differences in their work quality, is an example of which of Hofstede’s dimensions?

A. high power distance B. collectivism C. masculinity D. low uncertainty avoidance Ans: B Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 34. A manager who is an early and enthusiastic adopter of new technologies is an example of which of Hofstede’s dimensions?

A. high power distance B. individualism C. femininity D. low uncertainty avoidance

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Ans: D Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 35. The key to managing a diverse workforce is ______.

A. insisting on conformity B. suspending judgment C. ignoring differences D. treating everyone alike Ans: B Learning Objective: 12.2: Identify several intercultural myths.

Cognitive Domain: Application Answer Location: Intercultural Myths Difficulty Level: Medium

36. Sealing a business agreement with a handshake instead of a written contract is an example of a ______.

A. high-context culture B. low-context culture C. collectivist culture D. feminine culture Ans: A Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 37. Arriving an hour late for a meeting is acceptable in a ______.

A. U.S. culture B. French culture C. polychronic culture D. monochronic culture Ans: C Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium 38. Which of the following is a good strategy when trying to communicate in English with people who are not fluent in English?

A. speak a bit more slowly B. elaborate a lot on your meaning C. use a lot of slang D. speak more loudly

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Ans: A Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Medium

39. What is the best reason to learn the language before working abroad?

A. The language reveals the culture.

B. It improves our facility in the first language.

C. It enhances travel and tourism.

D. It enables negotiation.

Ans: A Learning Objective: 12.4: Describe benefits of learning multiple languages.

Cognitive Domain: Knowledge Answer Location: Should You Learn the Language?

Difficulty Level: Medium 40. Ethnocentrism is defined as ______.

A. the ability to get along with everyone B. the belief that one’s own culture is the best C. the perception that all people are basically alike D. the ability to speak several languages Ans: B Learning Objective: 12.7: Compose a plan for developing interculturally sensitive managers in foreign and domestic environments.

Cognitive Domain: Knowledge Answer Location: Developing Interculturally Sensitive Managers Difficulty Level: Medium 41. The U.S. law that forbids bribery during the conduct of business is ______.

A. the Export Administration Act B. the Americans with Disabilities Act C. the Civil Rights Act D. the Foreign Corrupt Practices Act Ans: D Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Gifts Difficulty Level: Medium 42. Which of the following is NOT a strategy for managing a diverse workforce, according to Michael Morris?

A. rely on multiethnic strategies, not just on good intentions B. recognize that cultural differences are never the root cause of interpersonal clashes C. provide every employee with constructive feedback

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D. work to ensure that all cultural groups have access to opportunities Ans: B Learning Objective: 12.7: Compose a plan for developing interculturally sensitive managers in foreign and domestic environments.

Cognitive Domain: Comprehension Answer Location: Developing Interculturally Sensitive Managers Difficulty Level: Medium

True/False 1. A country’s “degree of globalization” is based on social, political, and economic activities.

Ans: T Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: The Global Economy Difficulty Level: Easy 2. The United States has steadily increased its globalization index since the 1970s, according to the KOF Swiss Economic Institute.

Ans: T Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: Rationale Difficulty Level: Easy 3. Budweiser beer and Dannon yogurt products are made by U.S. companies.

Ans: F Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: Rationale Difficulty Level: Easy 4. It’s been estimated that 20% of American managers fail to perform adequately abroad because they haven’t been sufficiently prepared for adjusting to the foreign culture.

Ans: F Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: Rationale

Difficulty Level: Easy

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5. Culture is what we grow up in, according to Gould.

Ans: T Learning Objective: 12.1: Define culture and provide a rationale for becoming familiar with intercultural business communication practices.

Cognitive Domain: Knowledge Answer Location: What Is Culture?

Difficulty Level: Easy 6. Differences between cultures must be understood but not accepted for international business.

Ans: F Learning Objective: 12.2: Identify several intercultural myths.

Cognitive Domain: Knowledge Answer Location: Intercultural Myths Difficulty Level: Easy 7. Uncertainty avoidance indicates the extent to which a society accepts the fact that power in institutions and organizations is distributed unequally.

Ans: F Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy 8. The Philippines, Venezuela, and Mexico are countries with low power distance, according to Hofstede.

Ans: F Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy 9. A manager in a country with high power distance might prefer a controlling strategy and behave like an autocrat.

Ans: T Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy 10. Hofstede’s dimensions of cultural differences are similar for countries that are geographically close together.

Ans: F Learning Objective: 12.3: Explain six dimensions on which cultures differ.

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Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy

11. Collectivism is evidenced by people taking care of only their immediate families.

Ans: F Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy 12. Denmark, Sweden, and Norway are considered masculine societies, according to Hofstede.

Ans: F Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy 13. Canada and the United States are considered low-context cultures, according to Hofstede.

Ans: T Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy 14. According to Hofstede, punctuality is less important in polychronic cultures than in monochronic cultures, and being late is a sign of status.

Ans: T Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy 15. An advantage of learning the language when you are an international traveler is the avoidance of interpretational disasters.

Ans: T Learning Objective: 12.4: Describe benefits of learning multiple languages.

Cognitive Domain: Knowledge Answer Location: Should You Learn the Language?

Difficulty Level: Easy 16. A very firm handshake is the universal business greeting.

Ans: F

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Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Greetings Difficulty Level: Easy

17. A business suit may not be the appropriate attire for an evening of entertainment in some societies.

Ans: T Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Dress Difficulty Level: Easy 18. If a business guest is unfamiliar with a nation’s delicacies, it is appropriate to refuse to try them.

Ans: F Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Food Difficulty Level: Easy 19. Normal gift-giving practices in some countries are considered unethical in others.

Ans: T Learning Objective: 12.5: Demonstrate awareness of nonverbal behaviors that differ across cultures.

Cognitive Domain: Knowledge Answer Location: Gifts Difficulty Level: Easy 20. In a high-context culture, people look for meaning in what is not said.

Ans: T Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Knowledge Answer Location: Some of the Ways in Which We Differ Difficulty Level: Easy

Short Answer 1. What should a manager do to prepare for an assignment in another country?

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Ans: Learn rudiments of the local language. Take classes in intercultural communication. Host an international student. Stay abreast of business, political, and economic developments in the country. Read newspapers with an international focus.

Learning Objective: 12.7: Compose a plan for developing interculturally sensitive managers in foreign and domestic environments.

Cognitive Domain: Application Answer Location: Cultural Competence in Foreign Environments Difficulty Level: Hard

2. If English is the dominant international language of business, why should a manager learn a foreign language in preparation for an overseas assignment?

Ans: Interpreting involves much more than just the translation of words. Multiculturalism-sensitivity to cultural and social differences--is often just as important as bilingualism.

Learning Objective: 12.4: Describe benefits of learning multiple languages.

Cognitive Domain: Analysis Answer Location: Should You Learn the Language?

Difficulty Level: Hard 3. Select a country you are familiar with--or, if you have not traveled to another country, select a region within your home country--and analyze its culture, using Hofstede’s dimensions of cultural differences.

Ans: Varies with the country or region selected. Students should refer to Hofstede’s dimensions as described in the chapter--power distance, uncertainty avoidance, masculinity–femininity, collectivism–individualism, context, and time.

Learning Objective: 12.3: Explain six dimensions on which cultures differ.

Cognitive Domain: Application Answer Location: Some of the Ways in Which We Differ Difficulty Level: Hard

Chapter 13: Managing Conflict Test Bank

Multiple Choice 1. According to a survey of American Management Association executives, managers are likely to spend about ______% of their time dealing with conflict.

A. 5 B. 15 C. 25 D. 50 Ans: B Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge

Answer Location: Managing Conflict Difficulty Level: Medium

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2. Which of the following choices is NOT a conflict-related axiom relevant to communication?

A. Conflict develops due to perceived mutually exclusive goals.

B. Conflict involves parties who may have different values or perceptions.

C. Conflict terminates only when each side is satisfied that it has won or lost.

D. All of these are axioms.

Ans: D Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Comprehension Answer Location: The Relationship Between Communication and Conflict Difficulty Level: Medium 3. Which one of the following does the chapter identify as a source of conflict?

A. the distribution of limited resources available within the organization B. everyone not pulling their weight C. not enough flextime offered D. employee retention Ans: A Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Sources of Conflict Difficulty Level: Medium 4. Perceived conflict is present when the parties ______.

A. recognize the conditions B. misunderstand one another’s true position C. have the same interests D. both recognize the conditions and misunderstand one another’s true position are correct Ans: D Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Knowledge Answer Location: Conflict and Perception Difficulty Level: Medium 5. Which type of conflict should cause managers to be concerned about sabotage and incidents of violence?

A. latent conflict B. felt conflict C. perceived conflict D. manifest conflict Ans: B Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Knowledge Answer Location: Conflict and Perception Difficulty Level: Medium

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6. Which activities might prevent workplace violence?

A. know consequences of changing and not changing their behavior B. have opportunities to discuss their problems C. understand how their performance is evaluated D. all of these Ans: D Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Knowledge Answer Location: Conflict and Perception Difficulty Level: Medium 7. Which of the following is NOT a strategy presented for conflict resolution?

A. avoidance B. accommodation C. forcing D. delegating Ans: D Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Comprehension Answer Location: Strategies for Conflict Resolution Difficulty Level: Medium 8. Managers who withdraw from conflict ______.

A. enjoy less open, upward communication B. are perceived as less helpful C. give employees less knowledge of their attitudes and feelings D. all of these Ans: D Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Avoiding Difficulty Level: Medium 9. ______ is the conflict resolution strategy where managers try to deal with conflict by making everyone happy.

A. Forcing B. Avoiding C. Accommodating D. Compromising Ans: C

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Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Accommodating Difficulty Level: Medium

10. Although likely to cause later conflicts, which conflict resolution strategy is the most commonly used by managers?

A. forcing B. avoiding C. accommodating D. compromising Ans: A Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Forcing Difficulty Level: Medium 11. The manager who attempts to meet production goals at all costs, without concern for the needs of others, would use which strategy?

A. avoiding B. smoothing C. compromising D. forcing Ans: D Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Forcing Difficulty Level: Medium 12. Which of the following is NOT a part of the win-win strategy?

A. discourage differences of opinion B. assume a person can be trusted C. listen to everyone involved D. remain optimistic about finding an answer Ans: A Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Comprehension Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Medium 13. The chapter identifies several beliefs that managers need to have to successfully resolve conflict. Which of the following was NOT one of those beliefs?

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A. Cooperation is better than competition.

B. Parties can be trusted.

C. The one with the most seniority knows best.

D. Status differences can be minimized.

Ans: C Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Comprehension Answer Location: Beliefs Necessary to Implement the Strategy Difficulty Level: Medium 14. Research shows that problem-solving groups with high trust will ______.

A. exchange relevant ideas and feelings less often B. develop greater clarification of goals and problems C. search less extensively for alternative courses of action D. have less influence on solutions Ans: B Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Belief 2: Parties Can Be Trusted Difficulty Level: Medium 15. Which of the following is a communication principle that should be used in applying a win-win conflict resolution strategy?

A. use emotional rather than neutral terms B. make absolute statements C. ask closed-ended questions D. repeat key phrases for understanding Ans: D Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Medium 16. Which of the following is NOT a way to maximize environmental conditions for problem-solving?

A. review and adjust perceptions B. review and adjust conflict conditions C. review and adjust strengths D. review and adjust attitudes Ans: C Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Comprehension

Answer Location: Implementing the Strategy Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

17. Emotional intelligence competencies include all of the following EXCEPT ______.

A. ability to think creatively B. ability to control impulses C. ability to handle relationships effectively D. ability to empathize with others Ans: A Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Comprehension Answer Location: Conflict and Management Success Difficulty Level: Medium 18. Which of the following is the correct sequence of steps in the problem-solving process?

A. analyze the problem, define the problem, brainstorm, develop criteria, find the best solution B. define the problem, analyze the problem, brainstorm, develop criteria, find the best solution C. define the problem, analyze the problem, develop criteria, brainstorm, find the best solution D. develop criteria, define the problem, brainstorm, analyze the problem, find the best solution Ans: B Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Medium 19. When does forcing work best to resolve conflicts?

A. when there is plenty of time to decide on an action B. when the rules do not need to be enforced C. when you know you’re right D. when you are well-protected by others Ans: C Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Forcing Difficulty Level: Medium 20. What is the principle that says we tend to perceive what is important and pleasing to us and avoid what is not?

A. perceptive failure

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

B. attentive perception C. failure to attend D. selective attention Ans: D Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Conflict and Perception Difficulty Level: Medium

21. Organizational conflict is primarily caused by ______.

A. mutually exclusive goals B. personality differences C. the global culture D. competition in the industry Ans: A Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: The Relationship Between Communication and Conflict Difficulty Level: Medium 22. The key to managing personally felt conflict and hostility is ______.

A. physical exercise B. non-defensive communication C. avoidance D. using status differences Ans: B Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Conflict and Perception Difficulty Level: Medium 23. In a large bureaucracy with an overabundance of policies, managers are most likely to manage conflict with which strategy?

A. accommodating B. compromising C. avoiding D. problem-solving Ans: C Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Avoiding Difficulty Level: Medium 24. Bargaining is the best conflict resolution strategy when ______.

A. neither party believes they have the power to “force” the issue

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B. the parties have different goals C. status differences between the parties are strong D. both neither party believes they have the power to “force” the issue and the parties have different goals are correct choices Ans: D Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Conflict and Management Success Difficulty Level: Medium

25. When implementing the problem-solving strategy, which types of questions are appropriate?

A. open ended B. leading questions C. both open ended and leading questions are correct choices D. closed ended Ans: C Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Medium 26. When trying to define the problem, a good strategy is to ______.

A. be sure the problem statement is specific B. state the problem as a solution rather than as a goal C. state the goal as an individual priority D. skip this step completely Ans: A Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Implementing the Strategy Difficulty Level: Medium 27. Which of the following is NOT a benefit of constructive conflict?

A. creates dialogue among employees B. prevents stagnation C. encourages diversity D. fosters creative thinking Ans: C Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Comprehension Answer Location: Conflict and Perception Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 28. How does experiencing conflict affect the quality of a group’s decision compared to the decision of a group that experiences no conflict?

A. Conflict results in higher quality decisions.

B. Conflict results in lower quality decisions.

C. Conflict does not affect decision quality.

D. Conflict prevents groups from reaching decisions.

Ans: A Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Comprehension Answer Location: Benefits of Conflict Difficulty Level: Medium 29. The most common source of conflict within organizations is ______.

A. personality differences B. perceived mutually exclusive goals C. insufficient compensation D. both personality differences and insufficient compensation are correct Ans: B Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Sources of Conflict Difficulty Level: Medium 30. Which of the following can prevent workplace violence?

A. unclear performance evaluation criteria B. increases in the size of the workforce C. opportunities for employees to discuss their problems D. harsh punishment for sabotage Ans: C Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Comprehension Answer Location: Benefits of Conflict Difficulty Level: Medium 31. What is the workplace factor that may both cause and resolve conflict?

A. communication B. hierarchies of authority C. diversity D. demographics Ans: A Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: The Relationship Between Communication and Conflict Difficulty Level: Medium

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32. When a supervisor and subordinate feel differently about the amount of praise expressed, the result is ______.

A. higher motivation B. perceived conflict C. increased turnover D. frequent communication Ans: B Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Comprehension Answer Location: Conflict and Perception Difficulty Level: Medium

33. Which of the following is NOT a strategy for conflict management?

A. avoidance B. accommodation C. promotion D. force Ans: C Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Comprehension Answer Location: Conflict and Management Success Difficulty Level: Medium 34. Which of the following is a key to implementing the problem-solving strategy?

A. sitting behind a big desk B. speaking in emotional terms C. making absolute statements D. asking open-ended questions Ans: D Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Implementing the Strategy Difficulty Level: Medium 35. Which conflict resolution strategy is low on task accomplishment and low on relationship building?

A. avoidance B. accommodation C. force D. compromise Ans: A Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge

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Answer Location: Conflict and Management Success Difficulty Level: Medium

36. Which conflict resolution strategy is high on task accomplishment and low on relationship building?

A. avoidance B. accommodation C. force D. compromise Ans: C Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Conflict and Management Success Difficulty Level: Medium 37. Which conflict resolution strategy is low on task accomplishment and high on relationship building?

A. avoidance B. accommodation C. force D. compromise Ans: B Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Conflict and Management Success Difficulty Level: Medium 38. Which of the following is NOT a strategy for de-escalating anger that is described in the chapter?

A. keep everyone safe B. find out why they are angry C. monitor your nonverbals D. focus on what cannot be done Ans: D Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Comprehension Answer Location: Conflict and Perception Difficulty Level: Medium 39. Which conflict resolution strategy is used most often by managers?

A. avoidance B. accommodation C. force D. compromise

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Ans: C Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Conflict and Management Success Difficulty Level: Medium

40. Who first articulated the steps in the problem-solving strategy?

A. John Henry Newman B. John Adams C. John Dewey D. John Brown Ans: C Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Medium

True/False 1. Unclear business goals, time pressure, and uncomfortable work environments are all factors correlated with workplace conflict.

Ans: T Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 2. Organizational conflict is NOT a natural part of the traditional organizational structure and should be eliminated immediately.

Ans: F Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 3. Decisions decrease in quality when conflicts are involved.

Ans: F Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Knowledge Answer Location: Benefits of Conflict Difficulty Level: Easy

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4. Increasingly, U.S. companies are creating programs for internal conflict resolution.

Ans: T Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Introduction Difficulty Level: Easy 5. Conflict develops due to perceived mutually exclusive goals.

Ans: T Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: The Relationship Between Communication and Conflict Difficulty Level: Easy 6. When managers understand the sources of conflict, they aren’t able to select an appropriate communication strategy.

Ans: F Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Sources of Conflict Difficulty Level: Easy 7. Reminding managers of the organization’s overall goals can alleviate interdepartmental conflict.

Ans: T Learning Objective: 13.1: Define workplace conflict and its causes.

Cognitive Domain: Knowledge Answer Location: Sources of Conflict Difficulty Level: Easy 8. Venting hostility can be therapeutic rather than detrimental to conflict solving.

Ans: T Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Knowledge Answer Location: Conflict and Perception Difficulty Level: Easy

9. The avoidance or withdrawal strategy combines a low concern for production with a high concern for people.

Ans: F Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Avoiding Difficulty Level: Easy

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10. When the accommodating strategy is used, managers try to deal with conflict by making the employee with the most seniority happy.

Ans: F Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Accommodating Difficulty Level: Easy 11. The accommodating conflict resolution strategy is used more in low to medium performance companies rather than high performance organizations.

Ans: T Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Accommodating Difficulty Level: Easy 12. The party with the most information is likely to have the better position in a compromise.

Ans: T Learning Objective: 13.3: Identify five strategies for conflict resolution and situations in which each may be appropriate.

Cognitive Domain: Knowledge Answer Location: Compromising Difficulty Level: Easy

13. The key to the win–win strategy is that it follows a combative problem-solving approach rather than a mutual one.

Ans: F Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Easy 14. In order to effectively implement the win–win approach, managers must believe that competition is better than cooperation.

Ans: F Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Easy

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15. A manager needs to enter the conflict situation believing others’ opinions are beneficial.

Ans: T Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Belief 1: Cooperation Is Better Than Competition Difficulty Level: Easy 16. Research reveals that problem-solving groups with high trust usually exchange relevant ideas and feelings more openly.

Ans: T Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Beliefs Necessary to Implement the Strategy Difficulty Level: Easy 17. People tend to discuss solutions before defining the problem.

Ans: T Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Implementing the Strategy Difficulty Level: Easy 18. Cognitive intelligence (IQ) is more important than emotional intelligence (EI) for managerial success.

Ans: F Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Conflict and Management Success Difficulty Level: Easy 19. Physical arrangements have little to no impact on the outcome of a problem-solving session.

Ans: F Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Knowledge Answer Location: Implementing the Strategy Difficulty Level: Easy 20. If a conversation becomes hostile or an employee demonstrates aggressive behavior, the manager’s primary responsibility is to keep everyone safe.

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Ans: T Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Knowledge Answer Location: De-escalation Strategies Difficulty Level: Easy

Short Answer 1. Think of a time when you observed conflict in an organization. How did the conflict benefit the organization?

Ans: Varies. Beneficial results of organizational conflict include more creative solutions.

Managers engaged in conflict can overcome psychological distortions and biases.

Conflict in groups can prevent groupthink and stagnation. Groups’ solutions are often judged to be a higher quality. Groups experience increased interaction. Organizations experiencing conflict will be forced to evaluate current processes and assumptions.

Learning Objective: 13.2: Explain the constructive and destructive effects of conflict.

Cognitive Domain: Analysis | Application Answer Location: Benefits of Conflict Difficulty Level: Hard 2. Add at least three communication principles to the list in Chapter 13 that are conducive for a win–win strategy.

Ans: Varies as students develop different alternatives. Some possibilities are (A) use nonverbal communication to encourage possible solutions from the other party; for example, lean forward to signal interest. (B) Create an environment similar to that of an interview. Avoid physical barriers. (C) Ensure, if parties are seated, that each chair is equally suitable. Discomfort may lead to poor communication. (D) Think before speaking.

Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Analysis | Application Answer Location: Problem Solving: The Win–Win Strategy Difficulty Level: Hard 3. List and describe the six steps in Dewey’s rational problem-solving process. Describe a problem you faced by applying this process.

Ans: Students’ descriptions of problems and the process used to solve them will vary.

Steps are: define the problem, analyze the problem, brainstorm for possible alternatives, develop criteria for evaluating the alternatives, identify the best alternative, and implement.

Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Application | Analysis Answer Location: Problem Solving: The Win–Win Strategy

Difficulty Level: Hard

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4. List and describe the six competencies of emotional intelligence identified by Daniel Goleman. Consider the extent to which you have achieved these competencies as you conduct a self-assessment of your own EI. Ans: Self-assessments will vary. Competencies to apply are: ability to become selfaware in managing emotions and controlling impulses, set goals and perform well, be motivated and creative, empathize with others, handle relationships effectively, and develop appropriate social skills.

Learning Objective: 13.4: Approach situations with a problem-solving mindset and apply strategies to find a win–win solution.

Cognitive Domain: Application | Analysis Answer Location: Conflict and Management Success Difficulty Level: Hard

Chapter 14: Negotiating Test Bank

Multiple Choice 1. Women put themselves at a disadvantage during negotiations when they ______.

A. wait for someone to praise them B. compare their performance to others C. use networking and relationships as leverage D. try to preserve goodwill Ans: A Learning Objective: 14.1: Describe the relationship between negotiating and networking.

Cognitive Domain: Comprehension Answer Location: Negotiation and Networking Difficulty Level: Medium 2. To develop a negotiation strategy systematically, one must analyze ______.

A. time B. environment C. channel D. all of these Ans: D Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Layer 3: Message Factors Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 3. In order to truly understand the opponents while negotiating, one must ______.

A. agree with their message B. do most of the talking C. listen carefully D. feel sympathy for the opponents Ans: C Learning Objective: 14.3: Explain how culture and organizational climate affect negotiations.

Cognitive Domain: Knowledge Answer Location: Layer 1: Contextual Factors Difficulty Level: Medium 4. Which statement is false?

A. Feelings of tension are always part of negotiations.

B. To project confidence, roll up your shirt sleeves and loosen your collar.

C. Gaining a sense of the other party’s culture is a key for success.

D. enter negotiations knowing what is reasonable to expect Ans: B Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Comprehension Answer Location: Layer 2: Situational Factors Difficulty Level: Medium 5. Which idea about the LAO and MSO is true?

A. The LAO is relatively difficult to find.

B. The MSO is easily calculable.

C. Reversing opinion on the MSO during negotiations is acceptable.

D. The LAO should be set to prevent a loss.

Ans: D Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Finding the LAO and MSO Difficulty Level: Medium 6. Which tactic is NOT wise to employ during negotiations?

A. forbearance B. take the offense when under attack C. use the clock D. do not reveal the true deadline Ans: B Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Comprehension

Answer Location: Time Difficulty Level: Medium

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7. Research studies showed which of the following seating arrangements to be the most effective configuration in competitive relationships?

A. sitting side-by-side at a square table B. sitting side-by-side at a round table C. sitting at right angles D. sitting face-to-face Ans: D Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Environment Difficulty Level: Medium 8. Which type of question should you ask if you want a particular answer in the negotiation process?

A. rhetorical B. leading C. open ended D. either–or Ans: B Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Questions Difficulty Level: Medium 9. Which type of question in the negotiation process is asked to draw attention or create an effect?

A. rhetorical B. bipolar C. shotgun D. leading Ans: A Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Questions Difficulty Level: Medium 10. Which is NOT a successful strategy when avoiding an answer in negotiations?

A. Ask for clarification: The opponent may reveal the answer sought.

B. Answer a different question or ask a question of your own: The opponent may be diverted.

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C. Make a long speech: The opponent may become confused.

D. Give a positive response to a negative question: The opponent will find less fault.

Ans: C Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Comprehension Answer Location: Answering Questions Difficulty Level: Medium 11. Which of the following is NOT a valid purpose for questions during negotiations?

A. arousing attention B. obtaining information C. discouraging thinking D. clarifying Ans: C Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Comprehension Answer Location: Questions Difficulty Level: Medium 12. Written media as a negotiation can be used to ______.

A. establish goodwill B. defuse emotions C. lend credibility to the writer D. all of these Ans: D Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Channel Difficulty Level: Medium 13. Which of the following is a core strategy that can assist in combining aspects of communication?

A. fait accompli B. bluff C. blocking D. Both fait accompli and bluff are correct.

Ans: D Learning Objective: 14.6: Describe and demonstrate six core negotiation strategies.

Cognitive Domain: Knowledge Answer Location: Core Negotiation Strategies Difficulty Level: Medium

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14. The strategy used to create illusions without the use of lies or outright misrepresentation is known as ______.

A. stacking B. fait accompli C. surprise D. bluff Ans: D Learning Objective: 14.6: Describe and demonstrate six core negotiation strategies.

Cognitive Domain: Knowledge Answer Location: Core Negotiation Strategies Difficulty Level: Medium 15. Which strategy is used to attach one idea to the other?

A. fait accompli B. stacking C. building blocks D. bluff Ans: B Learning Objective: 14.6: Describe and demonstrate six core negotiation strategies.

Cognitive Domain: Knowledge Answer Location: Core Negotiation Strategies Difficulty Level: Medium

16. Which strategy has a serious drawback because it gives the impression of limited power?

A. compromise B. screen C. take it or leave it D. final offer Ans: B Learning Objective: 14.6: Describe and demonstrate six core negotiation strategies.

Cognitive Domain: Knowledge Answer Location: Core Negotiation Strategies Difficulty Level: Medium 17. When negotiating, which factors must be kept in balance?

A. the relationship and the results B. the past, the present, and the future C. the methods, the tactics, and the strategy D. All of these are correct.

Ans: A Learning Objective: 14.1: Describe the relationship between negotiating and networking.

Cognitive Domain: Knowledge Answer Location: Negotiation and Networking Difficulty Level: Medium

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18. In terms of the conflict resolution strategies described in Chapter 13, what is negotiation?

A. win–win B. win–lose C. lose–lose D. none of these Ans: B Learning Objective: 14.2: Compare and contrast negotiation and conflict.

Cognitive Domain: Knowledge Answer Location: Negotiation and Conflict Difficulty Level: Medium

19. Which of the following is a universal guideline when answering questions during negotiation?

A. never answer until the question is fully understood B. take time to think through your answer C. answer a question with a question D. Both never answer until the question is fully understood and take time to think through your answer are correct choices.

Ans: D Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Answering Questions Difficulty Level: Medium 20. Which conflict resolution strategy is closest to negotiation?

A. forcing B. avoiding C. problem-solving D. compromising Ans: D Learning Objective: 14.2: Compare and contrast negotiation and conflict.

Cognitive Domain: Knowledge Answer Location: Negotiation and Conflict Difficulty Level: Medium 21. Which layer of the strategic communication model is relevant to negotiation?

A. the first layer B. the second layer C. the third layer D. Negotiation is relevant to each layer.

Ans: D Learning Objective: 14.3: Explain how culture and organizational climate affect negotiations. | 14.4: Identify negotiation strategies that are adapted to the sender,

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receiver, and purpose. | 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Analysis Answer Location: A Strategic Model for Negotiations Difficulty Level: Medium

22. The furthest point from the LAO that the negotiator can reasonably justify is called the ______.

A. MSO B. BATNA C. SRO D. MAO Ans: A Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Finding the LAO and MSO Difficulty Level: Medium 23. When should a manager decide on a BATNA? A. during the negotiation B. prior to the negotiation C. only after the negotiation has failed D. A skilled negotiator does not need a BATNA. Ans: B Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Defining the BATNA Difficulty Level: Medium 24. When is the best time to initiate a negotiation?

A. first thing in the morning B. at the end of the workday C. when you have the most power and your adversary is the weakest D. none of these Ans: C Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Time Difficulty Level: Medium 25. Which is the best location for a negotiation?

A. your home ground B. your adversary’s home ground

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C. a neutral territory D. Location is not a factor in negotiation.

Ans: A Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Environment Difficulty Level: Medium

26. Which of the following managerial issues is usually negotiable?

A. budget allocations, including compensation B. purchasing prices C. annual performance objectives D. All of the choices are correct.

Ans: D Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Purpose Difficulty Level: Medium 27. Which of the following is an advantage of synchronous e-negotiations?

A. The setting allows for more exchange of private information.

B. The setting allows less information exchange in terms of signals.

C. Time pressure forces negotiators to prepare better.

D. Aggressiveness is an ineffective tactic.

Ans: C Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Channel Difficulty Level: Medium 28. What is your most useful resource when negotiating for salary increases?

A. your past performance B. your network C. online employment sites D. your career counselor Ans: B Learning Objective: 14.1: Describe the relationship between negotiating and networking.

Cognitive Domain: Knowledge Answer Location: Negotiation and Networking Difficulty Level: Medium 29. Which of the following is NOT a disadvantage of synchronous e-negotiations?

A. The setting can cause spontaneous, unhelpful emotional behavior.

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B. More time is available to consider alternatives and to analyze the actual situation.

C. The negotiators are more susceptible to mistakes.

D. Information quality and depth are not very rich.

Ans: B Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Channel Difficulty Level: Medium

30. What is the objective of negotiating?

A. maximize your advantage B. maintain the relationship C. avoid making new enemies D. Both maximize your advantage and maintain the relationship are correct choices.

Ans: D Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Purpose Difficulty Level: Medium 31. What does MSO mean?

A. maintain similar objectives B. maximum supportable outcome C. more sustainable outcomes D. minimum strategic objectives Ans: B Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Finding the LAO and MSO Difficulty Level: Medium 32. What does LAO mean?

A. least advantaged objectives B. lower attitude orders C. less acceptable offer D. least acceptable outcome Ans: D Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Finding the LAO and MSO Difficulty Level: Medium

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33. What do the MSO and LAO represent in a negotiation?

A. the range within which the negotiation will take place B. the negotiation purpose C. previous negotiation outcomes D. the most you can afford to lose Ans: A Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Finding the LAO and MSO Difficulty Level: Medium 34. In the event of a stalemate, what should you fall back on?

A. your MSO B. your BATNA C. your LAO D. whatever your opponent wants Ans: B Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Defining the BATNA Difficulty Level: Medium 35. Which of these strategies does NOT build trust between the parties engaged in enegotiations?

A. focus on each other’s reputation B. create ground rules C. meet in person D. maximize nonverbal cues Ans: C Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Comprehension Answer Location: E-negotiations Difficulty Level: Medium 36. What aspect of the physical environment will maximize your negotiating success?

A. your home turf B. sitting in the power seat C. sitting where you can make direct eye contact with the opponent D. All choices are correct.

Ans: D Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge

Answer Location: Layer 3: Message Factors Difficulty Level: Medium

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37. Which of the following is NOT a good reason to ask questions during a negotiation?

A. to put off the deadline B. to arouse attention C. to obtain information D. to bring to a conclusion Ans: A Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Layer 3: Message Factors Difficulty Level: Medium 38. Which of the following is a helpful type of question to ask during a negotiation?

A. open B. either–or C. bipolar D. shotgun Ans: A Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Questions Difficulty Level: Medium 39. When your opponent asks a question that you don’t want to answer, what is your best response?

A. answer it anyway B. give a partial answer C. ask for clarification D. Both give a partial answer and ask for clarification are correct.

Ans: D Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Questions Difficulty Level: Medium 40. When a negotiator uses a third party between the opponent and the final decision maker, which negotiation strategy is being used?

A. surprise B. screen C. bluff D. stack

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Ans: B Learning Objective: 14.6: Describe and demonstrate six core negotiation strategies.

Cognitive Domain: Knowledge Answer Location: Core Negotiation Strategies Difficulty Level: Medium

True/False 1. Negotiation is an integral skill for managers.

Ans: T Learning Objective: 14.1: Describe the relationship between negotiating and networking.

Cognitive Domain: Knowledge Answer Location: Negotiation and Networking Difficulty Level: Easy 2. When one or both parties see a situation as one in which one party will lose or gain something in exchange for the other party’s loss or gain, a negotiation strategy is best.

Ans: T Learning Objective: 14.2: Compare and contrast negotiation and conflict.

Cognitive Domain: Knowledge Answer Location: Negotiation and Conflict Difficulty Level: Easy 3. Research indicates that managers are less frequently involved in third-party negotiations.

Ans: F Learning Objective: 14.2: Compare and contrast negotiation and conflict.

Cognitive Domain: Knowledge Answer Location: Negotiation and Conflict Difficulty Level: Easy 4. Negotiation can have a broader application than as a means to an end in that it is a relational process.

Ans: T Learning Objective: 14.1: Describe the relationship between negotiating and networking.

Cognitive Domain: Knowledge Answer Location: Negotiation and Networking Difficulty Level: Easy 5. It might be appropriate to make concessions during negotiations in order to preserve the working relationship.

Ans: T Learning Objective: 14.2: Compare and contrast negotiation and conflict.

Cognitive Domain: Knowledge

Answer Location: Negotiation and Conflict Difficulty Level: Easy

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6. Since negotiation tactics differ from culture to culture, both national culture and organizational culture must be considered when negotiating.

Ans: T Learning Objective: 14.3: Explain how culture and organizational climate affect negotiations.

Cognitive Domain: Knowledge Answer Location: Layer 1: Contextual Factors Difficulty Level: Easy 7. Managers will have more power in the negotiation process if they appear less confident than the other party.

Ans: F Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Layer 2: Situational Factors Difficulty Level: Easy 8. The purpose of the negotiation process is to maximize your advantage.

Ans: T Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Purpose Difficulty Level: Easy 9. The maximum acceptable outcome and the least supportable outcome are guideposts for negotiations that should be considered flexible.

Ans: F Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Finding the LAO and MSO Difficulty Level: Easy 10. BATNA and LAO are essentially the same.

Ans: F Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Knowledge Answer Location: Defining BATNA Difficulty Level: Easy

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11. Time constraints are irrelevant in negotiations.

Ans: F Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Time Difficulty Level: Easy

12. The environment is important when negotiating because it impacts the amount of control each party may exercise over the physical site arrangements as well as the psychological climate in which the exchange occurs.

Ans: T Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Environment Difficulty Level: Easy 13. Side-by-side seating indicates cooperation, while face-to-face seating indicates competition.

Ans: T Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Environment Difficulty Level: Easy 14. Nonverbal behavior is the predominant form of communication in negotiation.

Ans: F Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Message Content Difficulty Level: Easy 15. In the United States, the accepted practice in negotiations is to begin with a general conversation on neutral topics.

Ans: T Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Opening Messages Difficulty Level: Easy 16. Negotiators are expected to make an equal number of concessions in negotiations as their opponents do.

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Ans: T Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Concessions Difficulty Level: Easy 17. The letter of intent is a common tool employed either before or after negotiation.

Ans: F Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Channel Difficulty Level: Easy

18. Written correspondence can soothe an emotional situation because documents tend to be less emotional than face-to-face interaction.

Ans: T Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: Channel Difficulty Level: Easy 19. Tactics that work in traditional face-to-face negotiations often fail in virtual settings, as managers struggle to assess the client’s mindset in e-negotiations.

Ans: T Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Knowledge Answer Location: E-negotiations Difficulty Level: Easy 20. When negotiating, managers should never use surprise as a core strategy.

Ans: F Learning Objective: 14.6: Describe and demonstrate six core negotiation strategies.

Cognitive Domain: Knowledge Answer Location: Surprise Difficulty Level: Easy

Short Answer 1. Describe a negotiation that you have taken part in. Define the MSO and LAO in that negotiation. Evaluate the outcome.

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Ans: MSO (maximum supportable outcome) is the absolute most one can ask for in the opening position within reason. LAO (least acceptable outcome) is the least result one is willing to accept from the negotiation. Examples will vary. One common example is when buying a new car, the MSO is the list price minus 15% and the LAO is the list price.

Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Application | Analysis Answer Location: Finding the LAO and MSO Difficulty Level: Hard 2. Describe a negotiation that you participated in. Define the BATNA in a negotiation.

Did you resort to your BATNA? Evaluate the outcome.

Ans: BATNA (best alternative to a negotiated agreement) is a viable option available if there is a stalemate. In effect, it is a fallback plan that prevents a negotiator from walking away from the table empty-handed. Examples will vary. One common example is when selling a car, if negotiations with the buyer break down, the seller can donate it to charity and take a tax write-off.

Learning Objective: 14.4: Identify negotiation strategies that are adapted to the sender, receiver, and purpose.

Cognitive Domain: Application | Analysis Answer Location: Defining BATNA Difficulty Level: Hard

3. What is the best way to arrange the conference room or office in which face-to-face negotiations are to take place? Consider not only furniture arrangement but also the distance between items.

Ans: No single best way exists to arrange a conference room or office, since the optimum arrangement changes from situation to situation. When making arrangements for a competitive relationship, keep in mind the following considerations. a. Prevent distractions. Eliminate phone calls. b. Do not sit in a position that suggests subordination or equality to your opponent.

Sit at the head of a table or behind a desk. c. Have supporting material (flipcharts, computers, and writing tables) ready. d. Prominently display status artifacts. e. Sit face-to-face with a moderately wide space between you and your opponent. f. If you wish to induce stress, move closer physically and maintain eye contact.

In situations where you would like to create the impression of cooperation, sit side-byside or at right angles. Remove the physical barriers separating you and the other party.

Allow more space between you and the other negotiator.

Learning Objective: 14.5: Identify negotiation strategies that are adapted to the time, environment, content, and channel.

Cognitive Domain: Analysis Answer Location: Environment Difficulty Level: Hard

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4. Describe the connection between negotiation and networking as discussed in the chapter. Give an example of a negotiation you participated in, when you used networking to help reach a satisfactory outcome. If you did not use networking tactics, how should you have done so?

Ans: Varies. Negotiation is a relational process, affecting relationships as well as determining solutions to business problems. It is important to maintain relationships and build networks while negotiating. Negotiators can also use their networks to leverage the outcome.

Learning Objective: 14.1: Describe the relationship between negotiating and networking.

Cognitive Domain: Application and Analysis Answer Location: Negotiation and Networking Difficulty Level: Hard

Chapter 15: Conducting Interviews Test Bank

Multiple Choice 1. Which of the following is NOT a barrier to effective interviews listed in the chapter?

A. first impressions B. organizational culture C. confusing facts with inferences D. nonverbal communication Ans: B Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Comprehension Answer Location: Barriers to Effective Interviews Difficulty Level: Medium 2. Skillful questioning is the best way to overcome which of the following barriers to effective communication?

A. differing intentions B. bias C. final impressions D. organizational size Ans: A Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barriers to Effective Interviews Difficulty Level: Medium 3. Which form of bias occurs when the latest information disproportionately affects all the earlier information?

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A. recency effect B. halo effect C. leniency effect D. primacy effect Ans: A Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barriers to Effective Interviews Difficulty Level: Medium 4. When a manager forms an opinion about the interviewee based on a single nonverbal cue such as eye contact, the effect is called ______.

A. halo effect B. primary effect C. leniency effect D. recency effect Ans: B Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 4: Nonverbal Communication Difficulty Level: Medium 5. When an interviewer establishes an opinion early and then seeks information that supports it, the effect is called ______.

A. scientific method B. halo effect C. hypothesis testing D. recency effect Ans: C Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 5: Effects of First Impressions Difficulty Level: Medium 6. Why is privacy important when choosing a place to conduct an interview?

A. It ensures confidentiality.

B. It reduces anxiety.

C. It minimizes interruptions.

D. all of these Ans: D Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 2: Where Is the Best Place to Conduct the Interview?

Difficulty Level: Medium

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7. The interview format that is suitable for most situations that managers face is the ______ interview.

A. structured B. semi-structured C. mini-structured D. unstructured Ans: B Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 4: What Is the Best Questioning Strategy?

Difficulty Level: Medium

8. Which interview format is best employed when the interviewee should help set the direction?

A. structured B. unstructured C. mini-structured D. semi-structured Ans: B Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 4: What Is the Best Questioning Strategy?

Difficulty Level: Medium 9. Which type of question offers no restrictions on the type of response that is expected?

A. directed B. leading C. open D. secondary Ans: C Learning Objective: 15.3: Compose interview questions that will yield the type of information you need to make decisions.

Cognitive Domain: Knowledge Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Medium 10. Which type of question solicits commitment?

A. open B. directed C. secondary D. closed Ans: D Learning Objective: 15.3: Compose interview questions that will yield the type of information you need to make decisions.

Cognitive Domain: Knowledge

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Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Medium

11. “You said that you worked in the AR Department; what is that?” is an example of which type of question?

A. primary B. neutral C. secondary D. open Ans: C Learning Objective: 15.3: Compose interview questions that will yield the type of information you need to make decisions.

Cognitive Domain: Knowledge Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Medium 12. A special type of question that is effective in employment interviews is ______.

A. open B. behavioral C. closed D. primary Ans: B Learning Objective: 15.3: Compose interview questions that will yield the type of information you need to make decisions.

Cognitive Domain: Knowledge Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Medium 13. In the employment interview, who should talk more?

A. manager B. candidate C. Both manager and candidate should talk equally.

D. other interviewers in the room Ans: B Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Do Not Do Most of the Talking Difficulty Level: Medium 14. Which of the following is NOT a recommended purpose of performance review interviews?

A. set goals B. evaluate past performance C. identify training needs D. All of these are recommended purposes.

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Ans: D Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Comprehension Answer Location: Performance Interviews Difficulty Level: Medium 15. Which of the following statements about performance reviews is false?

A. Employees should be given time to prepare psychologically.

B. Statements questioning another’s motives should be avoided.

C. Psychological distance should be lessened.

D. Provisionalism promotes confusion and isn’t specific enough.

Ans: D Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Comprehension Answer Location: Certainty Versus Provisionalism Difficulty Level: Medium 16. Which of the following is the most effectively stated performance goal?

A. You have to stop making so much trouble for me.

B. You will e-mail me at the end of every workday with your team’s activity report.

C. You need to try harder to get to work on time.

D. You have to improve your motivation.

Ans: B Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Analysis Answer Location: Establishing Goals Difficulty Level: Medium

17. When an applicant says “I worked there for 3 months,” and the manager thinks “she is a job-jumper,” the manager is guilty of ______.

A. differing intentions B. interpreting nonverbal C. confusing facts and inferences D. seeking evidence Ans: C Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Application Answer Location: Barrier 3: Confusing Facts With Inferences Difficulty Level: Medium 18. At which point of the employment interview does hearing unfavorable information have the greatest effect on the interviewer’s opinion of the candidate?

A. at the end

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B. in the middle C. at the beginning D. anytime Ans: C Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 5: Effects of First Impressions Difficulty Level: Medium 19. How can a manager minimize the effect of power differences during an interview?

A. use open, supportive communication B. tell the interviewee that status will be ignored C. close the door D. use first names Ans: A Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 6: Organizational Status Difficulty Level: Medium 20. Why is the opening of an interview so important?

A. It establishes the climate.

B. It clarifies the purpose.

C. It prevents the interviewee from relaxing too much.

D. Both it establishes the climate and it clarifies the purpose are correct choices.

Ans: D Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Analysis Answer Location: Strategy 3: What Is the Best Way to Begin the Interview?

Difficulty Level: Medium 21. In what sequence are the following questions: “Do you regret your actions? What will you do differently next time?”

A. funnel B. inverted funnel C. structured D. semi-structured Ans: B Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Application Answer Location: Strategy 5: What Is the Best Sequence for the Questions?

Difficulty Level: Medium 22. “Tell me about yourself” is what type of question?

A. behavioral B. leading

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C. open D. directed Ans: C Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Application Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Medium

23. What should the manager consider when planning to conduct a job interview?

A. time B. applicant’s résumé C. position requirements D. All of these are correct.

Ans: D Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Planning Difficulty Level: Medium 24. The concept of BFOQ is a guide for determining ______.

A. what a manager should ask an applicant B. on what grounds a manager should judge an applicant C. when a manager can conduct the interview D. how long the interview should take Ans: B Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Legal Concerns Difficulty Level: Medium 25. BFOQ is an acronym for which of the following?

A. Bonus For Other Questions B. Broken Formats Or Questions C. Bona Fide Open Qualifications D. Bona Fide Occupational Qualification Ans: D Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Legal Concerns Difficulty Level: Medium 26. Which of the following is a behavioral question?

A. How would you handle a disgruntled customer?

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B. Are you a people person?

C. How do your friends describe you?

D. Why are you on the job market?

Ans: A Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Application Answer Location: Use an Appropriate Questioning Strategy Difficulty Level: Medium

27. What is the most likely result when interview participants have differing intentions?

A. Accuracy increases.

B. Accuracy decreases.

C. Barriers decrease.

D. Information exchange is maximized.

Ans: B Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barriers to Effective Interviews Difficulty Level: Medium 28. What type of bias occurs when the manager’s perception of one characteristic of the interviewee influences their perception of another characteristic?

A. halo effect B. recency effect C. leniency effect D. primary effect Ans: A Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barriers to Effective Interviews Difficulty Level: Medium 29. If an applicant has had three jobs in 6 months and the manager decides the applicant is unreliable, which barrier is relevant?

A. differing intentions B. bias C. confusing facts with inferences D. nonverbal communication Ans: C Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Application Answer Location: Barriers to Effective Interviews Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

30. What has the strongest influence on a manager’s first impressions of the interviewee?

A. positive information B. neutral information C. negative information D. prior information Ans: C Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barriers to Effective Interviews Difficulty Level: Medium 31. From a communication standpoint, what is the best place to conduct an interview?

A. in the manager’s office B. in a neutral setting C. on the interviewee’s home turf D. Location does not affect communication.

Ans: B Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 2: Where Is the Best Place to Conduct the Interview?

Difficulty Level: Medium 32. Which of the following will NOT help to establish rapport at the opening of an interview?

A. small talk B. greeting C. agreeing on the purpose D. telling the applicant to relax Ans: D Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 3: What Is the Best Way to Begin the Interview?

Difficulty Level: Medium 33. Experienced managers should usually rely on what interview format?

A. unstructured B. semi-structured C. structured D. varying structure Ans: B Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 4: What Is the Best Questioning Strategy?

Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

34. During an exit interview, what sequence should the interviewer follow?

A. inverted funnel B. funnel C. bowtie D. diamond Ans: A Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 4: What Is the Best Questioning Strategy?

Difficulty Level: Medium 35. “Tell me how you handled an angry customer” is what type of question?

A. behavioral B. secondary C. leading D. open Ans: B Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Application Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Medium 36. “What happened after that?” is what type of question?

A. behavioral B. secondary C. leading D. open Ans: B Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Application Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Medium

37. “Are you planning to get pregnant?” is what type of question?

A. behavioral B. secondary C. unlawful D. open Ans: C Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Application Answer Location: Legal Concerns Difficulty Level: Medium 38. Which of the following is NOT an objective of performance review interviews?

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

A. let employees know where they stand B. recognize good work C. determine possible replacements D. assess the work unit Ans: C Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Comprehension Answer Location: Performance Interviews Difficulty Level: Medium

39. According to Gibb’s model, what are the elements of a supportive communication climate?

A. description, problem-orientation, empathy, equality, provisionalism B. evaluation, control, neutrality, superiority, certainty C. description, problem-orientation, neutrality, quality, certainty D. evaluation, problem-orientation, neutrality, empathy, provisionalism Ans: A Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Comprehension Answer Location: Performance Interviews Difficulty Level: Medium 40. Advantages of virtual interviews for the interviewer include all of the following EXCEPT ______.

A. able to reach a broader pool of applicants B. reduces costs C. more reliable D. more time with each applicant Ans: D Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Employment Interviews Difficulty Level: Medium 41. Disadvantages of virtual interviews for the candidate include all of the following EXCEPT ______.

A. reduces nonverbal cues B. interferes with impression management C. less anxiety producing than face-to-face interviews D. less opportunity to gauge responses to their answers Ans: C Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Employment Interviews Difficulty Level: Medium

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

True/False 1. In most interviews, the interviewer and the interviewee agree on the purpose.

Ans: F Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 1: What Is the Interview Objective?

Difficulty Level: Easy 2. The halo effect is the most prevalent type of bias.

Ans: T Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 2: Bias Difficulty Level: Easy 3. It is not possible to control bias.

Ans: F Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 2: Bias Difficulty Level: Easy 4. Managers generally focus on facts rather than opinions during an interview in order to make decisions regarding interviewees.

Ans: F Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 2: Bias Difficulty Level: Easy 5. Nonverbal information can be a problem in an interview because interviews are generally short and intensive.

Ans: T Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 4: Nonverbal Communication Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

6. The most pervasive communication barrier during an interview results from hierarchical rank.

Ans: T Learning Objective: 15.1: Recognize and avoid several barriers to effective interviews.

Cognitive Domain: Knowledge Answer Location: Barrier 6: Organizational Status Difficulty Level: Easy 7. Time and place don’t have an impact on the success of an interview.

Ans: F Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 2: Where Is the Best Place to Conduct the Interview?

Difficulty Level: Easy 8. Managers should check to be sure that the interviewee agrees with the interview’s purpose rather than assuming agreement.

Ans: T Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 1: What Is the Interview Objective?

Difficulty Level: Easy

9. A compromise between the structured and unstructured interview format is the semistructured interview.

Ans: F Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 4: What Is the Best Questioning Strategy?

Difficulty Level: Easy 10. A primary question introduces a topic in an interview, while a secondary question follows up, probing further into the response to the primary question.

Ans: T Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Easy 11. Primary questions help gain complete and accurate information and also establish a positive communication climate in the interview.

Ans: F Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Easy

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022 12. Directed questions are effective as persuasion tools.

Ans: T Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 6: What Are the Best Types of Questions?

Difficulty Level: Easy 13. In the close of the interview, the interviewer should end with a summary, statement of appreciation, and a handshake.

Ans: T Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Knowledge Answer Location: Strategy 7: What Is the Best Way to Close the Interview?

Difficulty Level: Easy 14. According to a Harvard Business School study, about 25% of employee turnover can be traced back to poor interviewing and hiring practices.

Ans: F Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Employment Interviews Difficulty Level: Easy 15. Online social networks are not helpful for professional networking.

Ans: F Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Comprehension Answer Location: Networking Difficulty Level: Easy 16. When an interviewer is impressed by the candidate, the interviewer usually talks more than the candidate.

Ans: T Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Do Not Do Most of the Talking Difficulty Level: Easy 17. Managers who conduct employment interviews should be familiar with the Federal Corrupt Practices Act of 1977.

Ans: F

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Legal Concerns Difficulty Level: Easy 18. Networking works best in a formal setting.

Ans: F Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Networking Difficulty Level: Easy 19. Promotion decisions are based on several factors in addition to an employee’s performance.

Ans: T Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Performance Interviews Difficulty Level: Easy

20. Behavioral questions are the least useful type to ask during employment interviews.

Ans: F Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Knowledge Answer Location: Employment Interviews Difficulty Level: Easy

Short Answer 1. What does the acronym BFOQ stand for? What is its relevance to employment interviews, performance appraisals, and disciplinary interviews?

Ans: Bona Fide Occupational Qualification. This term distinguishes the valid characteristics for discussion and questions about job performance. In employment interviews, BFOQ questions are used to screen candidates. In performance reviews, BFOQs are benchmarks. In disciplinary interviews, they reinforce standards of employee behavior.

Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Analysis Answer Location: Legal Concerns

Difficulty Level: Hard

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022

2. According to Jack Gibb, how can a manager create a supportive communication environment?

Ans: Keys to developing a supportive climate include (1) using descriptive rather than evaluative statements, (2) speaking with a problem orientation rather than using controlling statements, (3) expressing empathy rather than neutrality, (4) indicating equality instead of superiority, and (5) using provisional statements rather than emphasizing certainty.

Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Application Answer Location: Supportive Communication Climate Difficulty Level: Medium 3. Describe the funnel sequence and inverted funnel sequence for interview questions.

Give an example of questions in each sequence. When should an interviewer use each sequence?

Ans: The funnel sequence opens with broad, open-ended questions and proceeds with increasingly restricted questions. Examples will vary. One example is, (1) What are the major problems of the department? (2) What effect does staff turnover have on productivity? (3) Has a new department manager been selected?

The inverted funnel sequence begins with closed or narrow questions that call for oneword answers and gradually proceeds toward open-ended ones. Examples will vary. An example is, (1) Did you work as the engineering department manager? (2) How much technical work did you do? (3) What did you like best about the job?

The funnel sequence is appropriate for interviews when the interviewee is able and willing to talk freely, such as in a job selection interview. The inverted funnel works best for situations when the interviewee is hostile or reluctant to participate, such as an exit or disciplinary interview.

Learning Objective: 15.2: Analyze the situation to strategically plan interviews.

Cognitive Domain: Application Answer Location: Strategy 5: What Is the Best Sequence for the Questions?

Difficulty Level: Hard 4. List several opportunities to network outside the workplace that can result in a professional advantage. Choose the one that seems most useful for your career plans and explain why.

Ans: Electronic networking media such as Facebook and LinkedIn are commonly used.

Settings for face-to-face networking include professional associations, civic groups, nonprofit organizations such as churches and schools, and charities. Informal networking opportunities include social activities, fundraisers, and clubs. Social networks should also consider alumni, former supervisors, and former coworkers.

Learning Objective: 15.4: Prepare for three special interview situations: employment interviews, performance interviews, and professional networking.

Cognitive Domain: Application | Analysis

Answer Location: Networking Difficulty Level: Hard

Veltsos, Managerial Communication, 8e SAGE Publishing, 2022