Administrative Communication
Exam Materials
Course Introduction
Administrative Communication explores the principles, strategies, and practical skills necessary for effective communication within organizational and administrative contexts. The course covers topics such as written and oral communication, report and proposal writing, internal memos, email etiquette, meeting management, and conflict resolution. Students will learn how to tailor messages for various stakeholders, navigate hierarchical communication channels, and utilize modern communication technologies to enhance workplace efficiency. Emphasis is placed on developing clarity, professionalism, and ethical standards in all forms of administrative correspondence.
Recommended Textbook BCOM7 7th Edition by Carol M. Lehman
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14 Chapters
691 Verified Questions
691 Flashcards
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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Sample Questions
Q1) Which of the following statements is true about upward communication?
A)It provides a depth of expertise that is unavailable at the individual level.
B)It includes people inside and outside an organization.
C)It involves employees getting frequent feedback from managers.
D)It involves risk to an employee and is dependent on trust in the supervisor.
Answer: D
Q2) _____ is primarily feedback to requests and actions of supervisors.
A)Downward communication
B)Upward communication
C)Horizontal communication
D)Lateral communication
Answer: B
Q3) People communicate to satisfy needs in both their work lives and their private lives.
A)True
B)False
Answer: True
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Chapter 2: Focusing on Interpersonal and Group Communication
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Q1) Meetings provide opportunitiesfor participants to enhance their credibility,and communicate impressions of power, competence,and status.
A)True
B)False
Answer: True
Q2) Jakeel is a new salesperson with Sensations Inc. He attends a regional sales meeting, followed by a reception. At the reception, he converses with three new salespeople and half an hour later he remembers neither their names nor the topics they discussed. In this scenario, Jakeel has a bad listening habit of _____.
A)faking attention
B)over listening
C)stereotyping
D)allowing disruptions
Answer: A
Q3) Listening for pleasure, recreation,amusement, and relaxation is casual listening.
A)True
B)False
Answer: True
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Chapter 3: Planning and Decision Making
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Q1) Perception is the part of the communication process thatinvolves how the world looks at us.
A)True
B)False
Answer: False
Q2) Zelda is the founder of Green House, a nongovernmental organization for orphans. Since the NGO was running short of funds, she decided to write to business owners and major corporations in the city for funds. She realized that writing a solicitation for a charity project to a small business owner is different than a request to a representative from a major corporation. Which of the following audience characteristic is Zelda considering?
A)Age
B)Economic level
C)Educational background
D)Culture
Answer: B
Q3) Written defamatory remarks are referred to asslander.
A)True
B)False
Answer: False
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Chapter 4: Preparing Written Messsages
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Q1) Graphs in a document:
A)organize large amounts of specific numeric data and facilitate analysis.
B)direct a receiver from one section of the document to another.
C)visually depict relationships within the data.
D)provide specific information rather than quick estimates.
Q2) _____ are signposts that direct a receiver fromone section of a document to another.
A)Enumerations
B)Tables
C)Headings
D)Graphs
Q3) Mustafa is the president of ZoneIn Industries Inc., a company that manufactures PVC pipes and fitting. Due to losses incurred by the company, Mustafa reduced a major portion of the workers' pay and called it "temporary economic adaptation." The term used to represent the cutback exemplifies a:
A)jargon.
B)euphemism.
C)libel.
D)cliché.
Q4) Discuss the techniques to be followed to communicate concisely in a document.
Page 6
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Chapter 5: Communicating Electronically
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Q1) Corrective Email to Staff
Analyze the following email message for content, formatting, and email practices. Revise the message.It has come to my attention that some of you apparently do not have enough work to keep yourselves busy. In the past six months, since I assumed the position as your boss, I have observed many of you playing computer games, making personal phone calls, and spending far too much time in personal conversations with each other. We have far too much work in this department for all of you to waste time like this.
Effective immediately, the following changes will be enforced: 1)No personal use of the computer will be tolerated. 2)No personal phone calls should be made except in case of emergency. 3)Conversations must be limited to break time and lunchtime, in the lunchroom only.
I expect your cooperation. Thank you.
Just a final reminder that we will have a staff meeting tomorrow at 3 p.m.TO:StaffSUBJECT:Changes
Q2) Explain the purpose of a subject line in an email message, and provide guidelines for writing an effective subject line.
Q3) What are the advantages of electronic mail communication?
Q4) Discuss wireless communication and its future scope.
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Chapter 6: Delivering Good- and Neutral-News Messages
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Q1) Memos or email messages are the most frequent methods of sharing procedures and instructions for internal business communication when a written record is needed.
A)True
B)False
Q2) Which of the following suggestions should be used to make a form letter more personal
A)Use mass produced mailing labels.
B)Use a high-quality printer.
C)Use colloquialisms.
D)Use the inductive sequence.
Q3) While writing an appreciation message, exaggerated language should be used frequently even if it does not sound believable.
A)True
B)False
Q4) An advantage of the deductive pattern of good- or neutral-news messages is that the first sentence is easy to write and the details follow easily after it is written.
A)True
B)False
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Chapter 7: Delivering Bad-News Messages
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Q1) "We apologize for any inconvenience we may have caused you" is a recommended way to close a refusal letter.
A)True
B)False
Q2) Identify the steps in a company's plan of action for a crisis.
Q3) The Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, religion, sex, national origin, age, and marital status.
A)True
B)False
Q4) Offering a counterproposal in a bad-news message can assist in preserving future relationships with the audience.
A)True
B)False
Q5) "I have received and read your letter of April 12" is an effective, neutral way to begin the first paragraph of a bad-news message.
A)True
B)False
Q6) Show the ways in which a bad-news message can be ended on a positive note.
Page 9
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Chapter 8: Delivering Persuasive Messages
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Q1) Which of the following summarizes the AIDA steps in the persuasive process?
A)Get attention, insinuate action, create desire, initiate acceptance.
B)Get acceptance, invite questions, designate action, encourage attention.
C)Get attention, arouse interest, create desire, encourage action.
D)Get attention, initiate action, discuss benefits, create acceptance.
Q2) Which of the following is true of claim messages?
A)They have legal obligations attached to the message.
B)They help companies identify problem areas.
C)They always require the use of persuasion.
D)They are usually received from unethical individuals.
Q3) AIDA refers to the four basic steps of the persuasive process, including announcing the intention, inferring the central appeal, dealing with objections, and asking the reader to take action.
A)True
B)False
Q4) Your job is to develop an effective message to market a wireless computer network. List five attention-getting ideas you might use.
Q5) What are the techniques that can be used to overcome people's natural resistance to price
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Chapter 9: Understanding the Report Process and Research Methods
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Q1) Conducting a pilot test of a survey instrument on a small group of the population can:
A)correct problems in clarity and lead to better response and quality of answers.
B)serve to develop more complex questions for a larger sample group.
C)provide trends that may preclude the use of a larger sample group.
D)show misleading trends that may tamper with the validity of the study.
Q2) The null hypothesis tends to be stated in a way that favors one possibility or is prejudiced toward a particular answer.
A)True
B)False
Q3) Differentiate between periodic reports and functional reports.
Q4) List the seven common errors that seriously hinder the interpretation of data.
Q5) A(n) _____ typically involves no contact with the human subjects under study.
A)Observational study
B)Experimental research
C)Normative survey
D)Longitudinal research
Q6) Describe the four steps in finding a solution to a business problem.
Q7) Explain the benefits of conducting secondary research.
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Chapter 10: Managing Data and Using Graphics
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Sample Questions
Q1) Totals help people make comparisons during analysis.
A)True
B)False
Q2) Fraction, ratios, and percentages are all examples of _____.
A)common language
B)data distortion
C)diverse language
D)qualitative interpretation
Q3) Incorporating Graphics in TextThe following are poor examples of an introduction to a graphic. Rewrite each of these sentences to introduce the graphic based on the effective pattern for incorporating graphics in text. Provide any additional information that may be needed.
Q4) Fractions, percentages, and the Dow Jones Industrial Average are examples of the common language used in communicating difficult or complex numbers.
A)True
B)False
Q5) Explain the pattern for incorporating graphics in a text and how this relates to the ideal positioning of a graphic.
Q6) Explain the advantages of common language.
Page 12
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Chapter 11: Organizing and Preparing Reports and Proposals
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Q1) Which of the following suggestions should be applied when writing a formal report?
A)Use tense consistently.
B)Use first-person pronouns as a rule.
C)Use passive voice.
D)Place two headings consecutively without any intervening text.
Q2) Rozell & Ramos Associates receives bid requests from three companies with specific details to design the lighting in their new apartments. Rozell & Ramos will respond to the bid requests with a(n) _____.
A)interrogatory proposal
B)solicited proposal
C)unsolicited proposal
D)internal proposal
Q3) Writing a Short ReportMcCray Inc. has been asked by Grail Corporation to conduct a green audit of the company's environmental practices.Required: Write a short report in the expanded letter format detailing the findings and recommendations of the green audit.
Q4) In a formal report, the use of first-person pronoun, I, is generally acceptable.
A)True
B)False
Page 13
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Chapter 12: Designing and Delivering Business Presentations
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Q1) Extemporaneous presentation is the most effective form of presentation for performingreligious or fraternal rites.
A)True
B)False
Q2) Presentations should be used to deliver large amounts of detailed information as communicating such information over email will bore the recipients.
A)True
B)False
Q3) Wilson is a manager at Gamma Data Inc., a Japanese multinational IT corporation, in the United States. Kagawa, the president of Gamma Delta, asks Wilson to make a presentation for the board of directors from Japan scheduled to visit the company the next week. Not all members of the board are competent speakers of English. Which of the following suggestions should Wilson keep in mind while presenting to the board of directors?
A)Enunciate each word and speak more slowly than normal.
B)Seek feedback from the directors often using "Do you understand?"
C)Use humor generously to break the ice.
D)Adapt a casual style of dressing that suits American culture.
Q4) List five communication benefits of videoconferencing.
Page 14
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Chapter 13: Preparing Resumes and Application Messages
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Q1) Discuss in detail the writing techniques that will help distinguish your application message from the competition.
Q2) To survive the skepticaleye of an interviewer scanning for ways to reject anapplicant, allow yourself time to produce a professional-lookingdocument regardless of the presentation ordelivery option you have chosen.
A)True
B)False
Q3) A professional portfoliocan be used to illustrate pastactivities, projects, and accomplishments.
A)True
B)False
Q4) Discuss in detail the guidelines to be followed to produce a designed resume.
Q5) To distinguish your application message from the competition, try not to tailor your message to the employer's need as this will sound unoriginal.
A)True
B)False
Q6) Discuss the guidelines that need to be followed to prepare an electronic résumé that can be scanned accurately.
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Chapter 14: Interviewing for a Job and Preparing Employment Messages
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Q1) Which of the following types of interviews is conducted using videoconferencing technology?
A)Stress interview
B)Series interview
C)Phone interview
D)Virtual interview
Q2) Which of the following is true of resignation messages?
A)They should be conveyed over the phone or by face-to-face communication.
B)They should close on a negative note.
C)They are written inductively.
D)They are appropriate instruments for telling managers how a business should be operated.
Q3) To convince an interviewerto allow you to continue to the next interviewor to extend you a job offer, you must provide specific,concrete evidence that your qualifications match thejob description and equip you to add immediate valueto the company.
A)True
B)False
Q4) List five types of employment interviews and describe when each would be used.
Q5) What are follow-up messages
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