Administrative Communication Study Guide Questions
Course Introduction
Administrative Communication explores the principles and practices of effective communication within organizations, focusing on the roles and responsibilities of administrators and managers. This course examines both internal and external communication channels, written and oral communication strategies, and the use of technology in facilitating interaction among stakeholders. Students will develop skills in drafting clear messages, conducting meetings, preparing reports, and navigating organizational hierarchies. Emphasis is placed on the impact of communication on organizational culture, decision-making processes, conflict resolution, and leadership effectiveness, preparing students to manage administrative communication challenges in diverse professional settings.
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Business and Administrative Communication 10th Edition by Kitty Locker
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Page 2
Chapter 1: Succeeding in Business Communication
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Sample Questions
Q1) An example of an external audience is a _____.
A) human resource team
B) subordinate
C) supervisor and manager
D) colleague
E) potential employee
Answer: E
Q2) It is mandatory to follow the same,standard conventions in all organizations across the world.
A)True
B)False
Answer: False
Q3) Conventions in business communication help people recognize,produce,and interpret different kinds of communications.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Adapting Your Message to Your Audience
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Q1) Placing old information in a subordinate clause helps an audience think of background information needed to appreciate points in a message.
A)True
B)False
Answer: True
Q2) Which of the following is an example of demographic data?
A) Moral values
B) Educational level
C) Social security number
D) Personality types
E) Intellect
Answer: B
Q3) One should identify the needs,wants,and feelings that may motivate an audience if audience benefits are difficult to develop.
A)True
B)False
Answer: True
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Chapter 3: Building Goodwill
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Q1) Positive emphasis can be created by putting negative information in the middle and presenting it compactly.
A)True
B)False
Answer: True
Q2) Which of the following does wordiness refer to?
A) Lack of words in a sentence or paragraph
B) Adding words to add to the meaning essential for it
C) Limited words which take away the sentence's meaning
D) Having more words than the meaning requires
E) Reducing words from a sentence to make it concise
Answer: D
Q3) Which of the following statements represent double negatives?
A) Work doubly hard to reach your targets.
B) It is important to reach your sales targets.
C) Never fail to reach you sales targets.
D) Always ensure you reach your sales targets.
E) Make sure you work hard to reach your targets.
Answer: C
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Page 5
Chapter 4: Navigating the Business Communication Environment
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Q1) True networking may be defined as creating connections before they are needed,creating diverse connections across wide areas,knowing which people to turn to when one needs additional expertise,and knowing people outside the company.
A)True
B)False
Q2) Which of the following is true of change in business communication?
A) Change which involves changes for the better is free from stress.
B) College programs can teach everything one needs to know about working life.
C) Communication skills become less important while one climbs a career ladder.
D) Reading professional websites does not help in keeping up with professional changes.
E) Undertaking company's training courses can help in staying abreast in one's profession.
Q3) Listening to the feelings of co-workers is an important part of listening skills at work.
A)True
B)False
Q4) How can nonverbal communication help us in a business environment?
Q5) Discuss the trend of work-life balance in business communication.
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Chapter 5: Planning, Composing, and Revising
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Q1) While writing about things that one has done,said or seen,phrases like "this writer" should be used and the word "I" should be avoided because it may seem egocentric.
A)True
B)False
Q2) Spell-checkers eliminate the hassle of proofreading a document manually.
A)True
B)False
Q3) Brainstorming,clustering,and free writing are ways of getting ideas before one begins to write.
A)True
B)False
Q4) It is good to use the word "you" while writing formal documents and in situations when the audience is not known because it helps address the audience better.
A)True
B)False
Q5) Why is the statement,"Never have a sentence with more than 20 words,or a paragraph with more than 8 lines" considered a half truth? Explain.
Q6) Is beginning a sentence with words "and","but",or "also" recommended? Explain.
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Chapter 6: Designing Documents
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Q1) White space refers to the empty space on a page which makes material easier to read.
A)True
B)False
Q2) A document which looks appealing always works well with an audience.
A)True
B)False
Q3) How can headings be used effectively?
Q4) Sans serif fonts have little extensions,called serifs,from the main strokes.
A)True
B)False
Q5) What is the importance of different quadrants in a document? Explain.
Q6) Which of the following is true of conventions?
A) They provide a design language and effective design relies on them.
B) They make a writer's work unique and stand out better, when not followed.
C) They remain unchanged irrespective of old or new software.
D) They are static in nature and stay constant over long periods of time.
E) They work well with all audiences regardless of geographic area.
Q7) What is the importance of conventions in design? Explain.
Q8) List out the guidelines that one needs to follow for page design.
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Chapter 7: Communicating Across Cultures
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Q1) While writing to international audiences,one should always use first names to appear friendly and cordial.
A)True
B)False
Q2) Which of the following is true of oral communication?
A) The word "yes" should be always used in meetings because they avoid confusion.
B) Compliments work universally across all cultures and should be used often.
C) Exaggerations should be best avoided because "no" culture accepts them positively.
D) Learning a language helps one give a glimpse into the culture of a country.
E) The word "no" is considered a negative word in all countries and is best avoided.
Q3) 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?
Q4) What are the roles of a translator in a business communication? What key points should one communicate to them?
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Page 9
Chapter 8: Working and Writing in Teams
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Q1) Kevin Harvey,a sales manager at Williamson Bank,attended a team meeting where he asked members how they felt about their performances and whether they felt that their monthly sales targets were unrealistic.What team role is Harvey playing? State other such team roles that build team loyalty and smooth functioning of teams.
Q2) What does groupthink mean? Explain with the help of an example.
Q3) Dealing with criticism depends on understanding the real concern of the critic.
A)True
B)False
Q4) Successful teams take time to acknowledge each member during team meetings. A)True
B)False
Q5) _____ is a form of employee-development assessment in which a team member receives feedback from everyone who is in touch with that person's work.
A) 360-degree feedback
B) Upward feedback
C) Peer-review
D) Top-down feedback
E) Self-assessment
Q6) What are some of the situations that collaborative writing is often prompted by?
Page 10
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Chapter 9: Sharing Informative and Positive Messages With Appropriate Technology
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Q1) In a summary of a conversation for internal use,one should identify the people who were present,the topic of discussion,decisions made,and who will be undertaking which tasks.
A)True
B)False
Q2) Which of the following is true about information overload?
A) It is a secondary purpose of informative and positive messages.
B) It comprises of crucial data such as annual reports which tend to be lengthy.
C) It makes people become selective about the messages they open and read.
D) It is desirable because it keeps people informed about several vital happenings.
E) It is a strategy to make employees in a company more efficient and productive.
Q3) Good blogs present their content in ways that inspire conversations and encourage readers to comment and then to share the information.
A)True
B)False
Q4) What are some factors which will help one's e-mail be read?
Q5) What are the three main criteria for a good subject line?
Page 11
Q6) When are phone calls a good choice to convey a message?
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Chapter 10: Delivering Negative Messages
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Sample Questions
Q1) To check the tone of a message,one should check the draft carefully for positive emphasis and you-attitude.
A)True
B)False
Q2) During layoffs and firings,a company should:
A) avoid communicating the problem with employees.
B) ensure layoff notices come as a surprise to employees.
C) state reasons ambiguously to avoid confrontation.
D) give the employee an honest reason for the layoff or firing.
E) be professional by avoiding empathizing with affected employees.
Q3) What are some guidelines to follow for rejections and refusals?
Q4) How should one organize a message while conveying bad news to superiors?
Q5) A way for managers to prepare for possible negatives is by giving full information as and when it becomes available.
A)True
B)False
Q6) An audience's reaction can be influenced by whether it has been warned of possible negatives.
A)True
B)False
Page 12
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Chapter 11: Crafting Persuasive Messages
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Q1) Which of the following guidelines should be followed with reference to using a tone in a persuasive message?
A) Provide a reason for a request which makes the tone better
B) Avoid using subjunctive verbs while writing to people senior in position
C) Use passive verbs to create a friendly, informal tone
D) Use less politeness when writing to co-workers and external people
E) Avoid using explicit disclaimers in order to show respect to superiors
Q2) Which of the following is an example of psychological description?
A) "Imagine yourself relaxing on your recliner and the aroma of Ramirez Dark Roast coffee rising from your cup."
B) "Buy our Ramirez Dark Roast coffee today to enjoy a 30% Christmas discount."
C) "A cup of Ramirez Dark Roast coffee is all you need to get you through the day."
D) "Our Ramirez Dark Roast coffee is carefully handpicked from our coffee plantations in Sao Paulo's Brazil."
E) "Avail a never before offer of a free one pack Ramirez Dark Roast coffee when you buy two 200 gram packets."
Q3) How can one develop a common ground in persuasive messages?
Q4) What kind of persuasion is best for an organization and its culture?
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Page 13
Chapter 12: Building Resumes
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Q1) Effective communication skills rank at the top of the list of important qualities and skills that an employee should possess.
A)True
B)False
Q2) You must use key words very carefully in your Summary of Qualifications section.
A)True
B)False
Q3) A _____ must be used when you want to combine experience gained in paid jobs,course work,activities,and volunteer work.
A) Chronological résumé
B) Skills résumé
C) Key word
D) Noun
E) Gerund
Q4) Many employers consider blog as an extended writing sample of potential candidates.
A)True
B)False
Q5) What writing style should you use in résumés?
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Chapter 13: Writing Job Application Letters
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Q1) A job application letter can be made effective in convincing the reader that an applicant is knowledgeable of the company by:
A) providing relevant evidence from what the applicant has done in the past to support claims that this person can do the job.
B) presenting information about the company as if it will be news to the reader.
C) discussing 10 to 12 specific details to demonstrate the applicant's knowledge.
D) making the job application letter general enough so that it can be sent to a number of different companies.
E) repeating the knowledge learnt from the company website and other sources.
Q2) Which of the following statements is true of the "you-attitude"?
A) You must show what you can do for them, not what they can do for you.
B) You must ask what they can do for you not what you can do for them.
C) Reduce the number of "me" and "my" by revising some sentences to "I."
D) Avoid beginning sentences with prepositional phrases or introductory clauses.
E) Tell readers information they already know as though they do not know it.
Q3) How do résumés differ from job application letters?
Q4) What do you need to know to adapt your letter to a specific organization?
Q5) How can you convey positive emphasis and you-attitude in a job letter?
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Succeeding in the Job
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Q1) _____ interviews focus on the future and place interviewees in scenarios similar to those one will face on the job and test problem-solving skills,as well as one's ability to handle problems.
A) Situational
B) Behavioral
C) Topgrading
D) Reference
E) Focused
Q2) What does the close section of an interview comprise of? Discuss.
Q3) Enlist three communication behaviors of successful interviewees.
Q4) What are some guidelines that one needs to follow in a phone interview?
Q5) What are some ways of researching about a company one is going to be interviewed by?
Q6) _____ emphasizes on one desired aspect of a candidate's career.
A) Reference interview
B) Topgrading interview
C) Focused interview
D) Stress interview
E) Behavioral interview
Q7) What should you include in a follow-up letter after an interview? Page 16
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Page 17
Chapter 15: Planning and Researching Proposals and Reports
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Q1) A good report problem in business or administration meets which of the following criteria?
A) The problem is neither real nor worth solving.
B) The problem is intricate but not challenging.
C) The audience for the report is able to implement the recommended action.
D) The facts are insufficient to show that the recommendation will solve the problem.
E) The data, evidence, and facts, though not available, are comprehensible to you.
Q2) The passing off of the words or ideas of others as one's own is called _____.
A) plagiarism
B) documentation
C) abstraction
D) citation
E) piracy
Q3) List some of the suggestions offered by Nan Robertson to interviewers.
Q4) When writing a report,you should start writing your first draft only after all the research is completed.
A)True
B)False
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Chapter 16: Creating Visuals and Data Displays
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Q1) In Western culture,which color might suggest a connotation of danger or passion?
A) Red
B) Green
C) Yellow
D) Blue
E) White
Q2) _____ are used to emphasize location or to compare items in different locations.
A) Subdivided bar charts
B) Maps
C) Histograms
D) Gantt charts
E) Photographs
Q3) Describe the components of a visual.
Q4) Maps can be used as visuals to specify and emphasize locations or to compare items in different locations.
A)True
B)False
Q5) When is it useful to use visuals in a written document?
Q6) List three tips for properly designing a pie chart as a visual in a document.
Q7) List three tips for properly designing a Gantt chart as a visual in a document.
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Chapter 17: Writing Proposals and Progress Reports
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Q1) While responding to a request for proposal,it is important to use the same headings,terminology,and structure as used in the document.
A)True
B)False
Q2) Writing a good proposal requires a clear understanding of the problem that one needs to solve,and the research and action needed to solve it.
A)True B)False
Q3) Why should a substantial amount of time be allotted before a due date for a proposal?
Q4) Discuss with the use of an example,the methods section of a proposal.
Q5) How important is an executive summary in a business plan?
Q6) Explain with the help of an example,what the problem section of a proposal deals with.
Q7) The call to action section in a proposal for a class research project should ask an instructor for suggestions on improving the research plan.
A)True B)False
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Chapter 18: Analysing Information and Writing Reports
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Q1) Which of the following does a background section of a report cover?
A) Recommendations to solve a problem or issue
B) Title of the report and name of the person it is created for
C) Arguments backed with essential evidence and data
D) Insight for people reading the document in years to come
E) Analysis of causes of a problem and its possible solutions
Q2) Kelly Hughes is writing a report on a campaign on child rights that she has worked on.She is currently working on a certain section of the report which involves writing the objective of the project,summarizing its results,its recommendations,and thanking people for the help she has had.Which section of the report is Hughes working on?
A) Memo of transmittal
B) Title
Q3) A list of illustrations enables audiences to refer to visuals comprising of tables and figures.
A)True
B)False
Q4) Discuss the key points to keep in mind while choosing information for reports.
Q5) What are the factors which determine whether focus should be on criteria or alternatives in a compare/contrast pattern?
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Chapter 19: Making Oral Presentations
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Sample Questions
Q1) What is the easiest way to make a group presentation? What points should one keep in mind in such a presentation?
Q2) You have just presented a difficult proposal to a board of superiors at work.A senior executive who does not like you asks,"So why should we listen to you? You have only been here two years." The best response to this is most likely to be:
A) "You have been here fifteen years, and you do not know how to handle this either."
B) "I am sorry you feel I am inexperienced. Compared to you, I suppose I am."
C) "Are you hassling me because you do not like the proposal or because you like to hassle me?"
D) "You are asking how reliable our research on this project is. We tested six scenarios " E) "Please let us be mature about this and not bring our personal differences into it."
Q3) Sally recently made a presentation to college students on "The Magic of Thinking Big." Throughout the presentation,she made eye contact with the audience which helped the session be a huge success.Why do you think making eye contact with the audience helped the session become a success? Explain.
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