Administrative Communication Exam Bank
Course Introduction
Administrative Communication explores the principles and practices essential for effective communication within organizational settings, focusing on both written and oral channels relevant to administrators and managers. The course covers topics such as message structure, clarity and conciseness, formal and informal communication networks, report writing, meeting management, and digital communication tools. Through case studies and practical exercises, students develop skills to foster collaborative environments, resolve conflicts, adapt to diverse audiences, and ensure clear, efficient information flow for successful organizational operations.
Recommended Textbook
Business and Administrative Communication 10th Edition by Kitty Locker
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19 Chapters
1426 Verified Questions
1426 Flashcards
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Chapter 1: Succeeding in Business Communication
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Sample Questions
Q1) Good communication helps in making efforts more effective.
A)True
B)False
Answer: True
Q2) How detailed a message should be depends on the kind of message,purposes,audiences,and the corporate culture.
A)True
B)False
Answer: True
Q3) Which of the following does good writing involve?
A) Keeps requests ambiguous which helps avoid arguments
B) Uses legalistic language to impress the readers
C) Analyzes the larger context in which words may appear
D) Presents the main point in the middle of a long paragraph
E) Requires a reader to gather additional information
Answer: C
Q4) Conventions are constant and remain unchanged over time.
A)True
B)False
Answer: False
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Chapter 2: Adapting Your Message to Your Audience
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Sample Questions
Q1) What techniques can be effective when information presented in a message is new to an audience?
Answer: When information presented in a message is new to an audience,it is important to make a special effort to be clear and define terms,explain concepts,use examples.One should link new information to old information that the audience already knows and avoid using acronyms.It is also vital to use paragraphs and headings to break up new information into related chunks so that the information is easier to understand.Testing a draft of the document with a reader or a subset of intended audience to see whether the audience can understand it is a good technique to present new information to an audience.
Q2) While developing audience benefits,it is important to link the feature of a product to the audience's needs and provide details to make the benefit vivid.
A)True
B)False
Answer: True
Q3) Common sense and empathy are the most crucial tools in audience analysis. A)True
B)False
Answer: True
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Page 4
Chapter 3: Building Goodwill
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Sample Questions
Q1) Bias-free language does not discriminate against people on the basis of sex,physical condition,race,ethnicity,age,or any other category.
A)True
B)False
Answer: True
Q2) One should use language free from sexism by using neutral titles that do not imply that a job is held only by men or women.
A)True
B)False
Answer: True
Q3) Which of the following sentences carries the highest level of politeness?
A) "Submit your campaign report to me latest by Friday."
B) "Please submit your campaign report by Friday."
C) "All campaign reports must be submitted latest by Friday."
D) "Would you please submit your campaign report by Friday?"
E) "Please ensure that you submit your campaign report by Friday."
Answer: D
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Chapter 4: Navigating the Business Communication Environment
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Sample Questions
Q1) Which of the following is true of acknowledgement responses?
A) They are the same in all cultures.
B) They may comprise of smiling or frowning.
C) They help carry a message that one is talking.
D) They involve thinking about ideas.
E) They involve performing a task.
Q2) Listening errors are most likely to arise when:
A) there are signposts and instructions.
B) important points are repeated.
C) discussions are well-organized.
D) topics are controversial.
E) you-attitude is used.
Q3) A person with a debating conversational style is most likely to:
A) see aggressiveness directed at the audience personally, as negative.
B) interpret statements about side issues as efforts to shape a topic.
C) expect new comments to acknowledge the last speaker's comment.
D) see and identify questions as requests for information.
E) offer solidarity and share troubles to establish a sense of community.
Q4) What are some things one should avoid saying in order to prevent blocking communication? Explain.
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Chapter 5: Planning, Composing, and Revising
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Q1) Good business and administrative writing is similar to conversation and less formal than the style of writing that was used in college essays and term papers.
A)True
B)False
Q2) Errors such as sentence fragments and run-on sentences disturb most educated readers and should be best avoided.
A)True
B)False
Q3) What are the key points to be kept in mind while choosing a level of formality for a document?
Q4) Which of the following is an example of a simple sentence?
A) The new Bradshaw store on Hutchins Road sells recycled products.
B) The new Bradshaw store sells clothes but is yet to introduce footwear.
C) The new Bradshaw store sells a range of items though the old store does not.
D) The new Bradshaw is popular even though the customer service is not great.
E) I will visit the Bradshaw store today only if my class ends early.
Q5) What are the two main kinds of jargon? Should their use in business writing be moderated? Explain.
Q6) What are simple,compound,and complex sentences? Explain.
Page 7
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Chapter 6: Designing Documents
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Q1) Cheryl Mayer recently finished writing an assignment for an end-of-year project.Which of the following did she use for her headings if she wrote with a sans serif font?
A) New Courier
B) Elite
C) Times Roman
D) Palatino
E) Arial
Q2) Michelle Davis is currently preparing a report on "The Education System in Ghana." She understands that she has a lot of content and decides to use a large page size of 841 × 1189 mm.She also places the page numbers on the bottom right corner because she feels they are easily noticeable.Which of Charles Kostelnick's level of design is Davis most likely using?
A) Supra
B) Intra
C) Extra
D) Inter
E) Outer
Q3) What is the importance of different quadrants in a document? Explain.
Q4) How can headings be used effectively?
Page 8
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Chapter 7: Communicating Across Cultures
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Sample Questions
Q1) David Riley who has been assigned to work on a new renewable energy project,needs to work in Japan for a period of two years.He feels that before moving,he should learn a bit of the language to interact better with colleagues and superiors there.What are some of the things he needs to do to adapt well in the country?
Q2) Sandra Davis is currently doing her degree in public relation and communication.She has been faring well in her papers and often receives high grades during exams.Once she completes her studies,she intends to pursue a strong international career which gives her substantial exposure.What does she need to do in addition,which will help her in an international career experience?
Q3) One of the key ways that people in a certain country can relate better with other cultures is to communicate with them about how they can change and adopt their ways of working.
A)True B)False
Q4) A source of growing emphasis on diversity is gender and sexual orientation. A)True B)False
Q5) How do differed views of time affect business communication? Explain.
Q6) How can body language be used to communicate one's feelings?
Page 9
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Chapter 8: Working and Writing in Teams
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Sample Questions
Q1) Kimberly Thompson who works for Green Planet,an environmental organization in Madrid,is working on a project where the team is currently allocating roles and clarifying nature of tasks for each member in the team.In addition,they decide that team members will meet every Monday to discuss their progress and setbacks faced.Which of the following phases is Thompson working on?
A) Formation
B) Coordination
C) Finalization
D) Formalization
E) Interpersonal
Q2) Informational dimensions focus primarily on promoting friendliness,cooperation,and team loyalty.
A)True
B)False
Q3) Teams are least effective when they explicitly adopt ground rules because they tend to hinder work processes.
A)True
B)False
Q4) List out the positive roles and actions that help a team achieve its task goals.
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Chapter 9: Sharing Informative and Positive Messages With Appropriate Technology
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Sample Questions
Q1) Which of the following should be undertaken while summarizing a message?
A) Start with the main points and then move on to explaining supporting material
B) Use chronological accounts while summarizing data for external people
C) Provide step-by-step account of what one did when it involves an external audience
D) Avoid stating the topic of discussion in an internal conversation since it is already known
E) Summarize a visit with a client by providing the main point from one's own point of view
Q2) Informative and positive messages include acceptances; positive answers to requests; and information about procedures,products,or services.
A)True
B)False
Q3) How do videoconferences help enhance business communication?
Q4) What are some key points one should remember while using a pattern of organizing messages?
Q5) A message requires benefits when presenting only factual information.
A)True
B)False
11
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Chapter 10: Delivering Negative Messages
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Sample Questions
Q1) To maintain a good image of the communicator and the communicator's organization is a secondary purpose of a negative message.
A)True
B)False
Q2) What are some key guidelines to follow while writing a claim?
Q3) Which of the following is an example of a negative message?
A) Fundraising brochure
B) Product recalls
C) Job offer letter
D) Approval letter
E) Rack card
Q4) Which of the following parts of a negative message allows one to delay a negative with the help of a neutral or positive statement?
A) Subject line
B) Buffer
C) Reason
D) Alternative
E) Ending
Q5) How should one organize a message while conveying bad news to superiors?
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Chapter 11: Crafting Persuasive Messages
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Sample Questions
Q1) When should a persuasive direct request be used?
Q2) A good letter of recommendation must comprise of general positives which focus on minor points and avoid specific examples and evidence.
A)True
B)False
Q3) Patricia Perez works for an environmental organization in Brussels and recently submitted a report on ways to curb climate change to her manager.However,her report stated that the only way to curb climate change is reducing consumption.Her manager gave her feedback on the report saying,"There are several ways to tackle climate change including switching to renewable energy.The report does not indicate that an extensive research has been done on the issue." Which of the following logical fallacies is Perez's report subject to?
A) False cause
B) Weak analogy
C) Appeal to authority
D) Appeal to popularity
E) False dichotomy
Q4) When should a persuasive problem-solving message be used?
Q5) How can one develop a common ground in persuasive messages?
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Chapter 12: Building Resumes
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Q1) What sections do résumés commonly include?
Q2) Résumés are skimmed by employers to determine whether to discard it or whether to further scan it electronically.
A)True
B)False
Q3) _____ are ploys from identity thieves seeking your personal information.
A) Virus
B) Phishing ads
C) Trojans
D) Pop-ups
E) Ponzi schemes
Q4) A person who has an advanced degree,such as an MBA or JD,may use the headings "Professional Affiliations" and "Community Service" instead of "Activities."
A)True
B)False
Q5) The use of "I" in a résumé is recommended because it personalizes the document and makes it less wordy.
A)True
B)False
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Chapter 13: Writing Job Application Letters
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Q1) How do résumés differ from job application letters?
Q2) A job application letter will be more effective if it focuses on an applicant's accomplishments rather than the person's job responsibilities.
A)True
B)False
Q3) A job application letter is different from a resume in that:
A) it presents a job candidate's qualifications.
B) it uses short, parallel phrases and sentence fragments.
C) it is adapted to a position rather than to the needs of a particular organization.
D) it explains controversial material in a positive way.
E) it explains how you are equally skillful and capable as other candidates.
Q4) A job application letter is relatively ineffective if it shows employers that a candidate:
A) has strong business communication skills.
B) is as qualified as other candidates who are likely to apply.
C) has the ability to work well with people.
D) is knowledgeable about the company's mission and operations.
E) is capable of performing the major requirements of the job.
Q5) How should you organize a solicited job letter?
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Chapter 14: Interviewing, writing Follow-Up Messages, and Succeeding in the Job
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Q1) Disadvantages or weaknesses of a candidate are never broached in an interview.
A)True
B)False
Q2) Gina Morrison is attending an interview where she is asked questions especially about the past job such as "Tell me what you did when you had to make quick decisions at your previous job?" What kind of an interview is she attending? Explain some guidelines that she needs to follow.
Q3) The best way to prepare for a job interview is to know as much as possible about the process and the employer.
A)True
B)False
Q4) First impressions are unimportant in an interview because a candidate is judged solely on the basis of how he/she answers questions.
A)True
B)False
Q5) An interview session is not necessarily a question and answer session.
A)True
B)False
Q6) What are some key points one should follow in a group interview?
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Chapter 15: Planning and Researching Proposals and Reports
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Sample Questions
Q1) Companies' annual reports and audit reports are types of analytical reports that present and interpret data for readers but do not make recommendations.
A)True
B)False
Q2) Secondary research retrieves information that someone else gathered; it includes library research and online searches.
A)True
B)False
Q3) Which of the following is a common method of gathering information through primary research?
A) Library research
B) Government and NGO statistics
C) Previous research reports
D) Online searches
E) Surveys
Q4) Accident reports can simply list the nature and causes of accidents.
A)True
B)False
Q5) Explain the different ways of choosing a sample.
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Chapter 16: Creating Visuals and Data Displays
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Q1) Visuals are design elements that help make data meaningful.
A)True
B)False
Q2) _____ uses images to create the bars.
A) A subdivided bar chart
B) A grouped bar chart
C) A histogram bar chart
D) A paired bar chart
E) A deviation bar chart
Q3) How can one make his/her data displays more accurate?
Q4) _____ are numbers or words arrayed in rows and columns.
A) Drawings
B) Gantt charts
C) Dot charts
D) Tables
E) Figures
Q5) Visuals can be effective tools for ensuring that ideas are presented completely.
A)True
B)False
Q6) List three tips for properly designing a bar chart as a visual in a document.
Page 18
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Chapter 17: Writing Proposals and Progress Reports
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Q1) Which of the following guidelines need to be followed while preparing a proposal?
A) Defining a problem as one sees it, instead of as the audience sees it
B) Avoiding suggestions for predicted consequences if a problem is currently unsolved
C) Provide an ambiguous schedule that shows overall work instead of work completed in each phase
D) Showing that money, time, health, or social concerns do not solve a problem
E) Specifying topics that will be investigated and how data will be gathered
Q2) Which of the following guidelines should be followed while writing business plans?
A) Aligning the business plan idea to meet the writer's crucial needs
B) Using me-attitude to demonstrate confidence in one's project
C) Having an ambiguous, lengthy beginning listing out all details
D) Stressing needs the project will meet for the organization
E) Skipping the executive summary which investors find unnecessary
Q3) Proposals must stress benefits for all affected audiences in order to achieve its goals.
A)True
B)False
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Chapter 18: Analysing Information and Writing Reports
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Q1) If a title of a report does not contain a recommendation,it normally indicates what problem the report tries to solve.
A)True
B)False
Q2) Evelyn Morris,a communications executive at H<sub>2</sub>O Foundation,submitted a report on strategies to formulate new policies on water conservation,spreading awareness among the public,and collaborating with allies to bring about change.Which of the following did she use in her report which helped her move from one dimension of the campaign to another with ease?
A) Assumptions
B) Criteria
C) Recommendations
D) Transitions
E) Illustrations
Q3) Explain the general to particular and particular to general patterns of organizing information.
Q4) Explain with an example characteristics of a good and weak executive summary.
Q5) What are some guidelines that one needs to follow while evaluating sources of data?
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Chapter 19: Making Oral Presentations
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Sample Questions
Q1) Presentation visuals should include titles,but do not need figure numbers.
A)True
B)False
Q2) In a guided discussion,the speaker serves as an expert where questions are held until the end of the presentation.
A)True
B)False
Q3) Sally recently gave a presentation at a media house on a possible tie-up for an environmental campaign.Her audience found her presentation professional and well-prepared.Which of the following did Sally most likely do?
A) Speak in a monotone which helped retain the attention of the audience
B) Made eye contact with only a few important audience members
C) Referred to notes frequently which prevented her from skipping points
D) Appeared professional by standing with feet joined together
E) Used varied tone, stress, pitch, while talking to the audience
Q4) Tom needs to give a presentation to the campaign manager of his project to convince him that Internet media is the best medium to promote the upcoming campaign on Child Rights.What kind of a presentation should he be giving? Support your answer with reasons.
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