Business Communication
Test Questions
Course Introduction
Business Communication explores the principles, strategies, and techniques essential for effective communication within the business environment. The course covers both written and oral communication, focusing on clarity, coherence, professional tone, and audience awareness. Students will learn how to craft business documents such as emails, reports, proposals, and memos, as well as develop skills for delivering impactful presentations and navigating interpersonal and intercultural exchanges in the workplace. Through practical exercises and real-world case studies, the course aims to enhance students ability to convey information persuasively and efficiently, contributing to organizational success.
Recommended Textbook
Human Relations Strategies for Success 5th Edition by Lowell Lamberton Available Study Resources on
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Chapter 1: Human Relations: a Background
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Sample Questions
Q1) Describe the two major features of Taylor's approach to increasing efficiency. Answer: Taylor's approach contained two major features: (a) Managers should carefully select and train workers for specific tasks.(b) Managers should try to motivate workers to increase productivity. Careful hiring and in-depth training do not seem very earthshaking today, but Taylor was among the first to recognize the importance of both.
Q2) Small businesses feel pressure to meet the high international standards of the foreign market, and of the huge multinational companies that dominate the economy. A)True
B)False
Answer: True
Q3) Part of the communication ability is based on listening levels, which include listening for feelings and emotions as well as for objective content. A)True
B)False
Answer: True
Q4) _____ introduced the concepts of Theory X and Theory Y.
Answer: Douglas McGregor
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Chapter 2: Self-Concept and Self-Esteem in Human Relations
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Q1) Sarah's manager had given her feedback on her low performance for the quarter. She internalized the manager's observation and started thinking of herself as an unprofessional and inefficient employee. This lowered her ____, and she tended to be even less productive than before. This led to a vicious cycle.
A)locus of control
B)self-awareness
C)social competence
D)self-concept
Answer: D
Q2) The process of discovering your looking-glass self is known as developing your self-awareness.
A)True
B)False
Answer: False
Q3) How will procrastination affect an individual?
Answer: Procrastination can hurt self-esteem a great deal. When we are not working toward goals, this can easily bring our self-esteem even lower.
Q4) _____ is the way you honestly feel about yourself.
Answer: Self-image
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Chapter 3: Self-Awareness and Self-Disclosure
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Sample Questions
Q1) When people say that someone is "real" or "seems real," they are usually saying that the person:
A)is good at self-disclosure.
B)has a strong desire to get along with people.
C)is good at withholding personal information.
D)derives his purpose from pleasing others.
Answer: A
Q2) Identify the statement that accurately describes the hidden pane in the Johari Window.
A)This pane contains everything about you that other people can see but you can't.
B)This pane can hide your good qualities as well as your bad traits.
C)This pane increases in size as your friendship with a person develops.
D)This pane contains information and feelings that you are aware of but hide from other people.
Answer: D
Q3) According to John Powell, _____ is the level of communication that is characterized by complete openness and honest self-disclosure.
Answer: peak communication
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Chapter 4: Attitudes and Values in Human Relations
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Q1) _____ are the worth or importance you attach to different factors in your life.
A)Values
B)Attitudes
C)Perceptions
D)Beliefs
Q2) Self-esteem is the worth or importance you attach to different factors in your life.
A)True
B)False
Q3) Mark tends to deny that there are problems that he needs to rectify in his life. In difficult situations, Mark focuses on his negative feelings instead of solving the problem at hand. Which of the following is true of Mark?
A)Mark is a pessimist.
B)Mark is an extravert.
C)Mark has an internal locus of control.
D)Mark has Theory X assumptions.
Q4) What role do values play in establishing human relations?
Q5) Values exist not only within individuals, but in organizations as well.
A)True
B)False
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Chapter 5: Motivation: Increasing Productivity
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Q1) Explain a criticism against behavior modification model.
Q2) According to the reinforcement theory, why is choosing the right type of reward important?
Q3) In the hierarchy of needs theory, people are more interested in the _____ or _____ factors that make someone perform well.
Q4) Describe the intrinsic reward of a work ethic.
Q5) To increase productivity in the organization, job morale has to be sacrificed.
A)True
B)False
Q6) In terms of increasing one's self-actualization, Maslow suggested that whenever possible, one should choose growth rather than safety or security.
A)True
B)False
Q7) Alderfer's ERG theory of motivation has only two areas: existence and growth.
A)True
B)False
Q8) What is task identity?
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Q9) To make reinforcers or incentives more effective, the employees involved should have the opportunity for ____.
Chapter 6: Communication and Human Relations
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Q1) How does nonverbal communication clarify verbal messages?
Q2) Which of the following is an example of nonverbal communication?
A)Gestures
B)E-mails
C)Letters
D)Grapevine communication
Q3) How do red flag words affect listening?
A)They begin a flood of emotions that prevent some people from hearing anything else for quite a while.
B)They overwhelm a listener with information and force him or her to decide which information will be remembered.
C)They make people forget half of what they have heard after an hour, about a third after a day, and about one-fourth after a week.
D)They put a listener in a position where he or she has to decide which information will be processed and remembered.
Q4) How is a grapevine different from a rumor mill?
Q5) In a(n) _____ culture, the social context surrounding a written agreement is far more important than the writing itself.
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Chapter 7: People, Groups, and Teams
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Q1) What type of a follower does a free-rein leader require in order to be successful?
Q2) Through conscious effort, a manager can build a team of employees who will function as a unit and achieve group goals. Such a group is known as a(n) ____.
Q3) Which of the following steps is likely to help build an effective team?
A)Encouraging the team members to practice groupthink
B)Building the trust of the team members
C)Promoting ethnocentrism among the team members
D)Rewarding efforts of boss massaging by over those of team members
Q4) Groupthink is an advantage that arises from conformity in a formal group.
A)True
B)False
Q5) Consistency in a workplace is the main tool for employees' confidence in management, and management's confidence in employees.
A)True
B)False
Q6) When group leaders and members can identify and confront, _____ the strength and integrity of the group increase.
Q7) _____ leaders have both concern for people and concern for getting the job done.
Page 9
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Chapter 8: Achieving Emotional Control
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Q1) The ability to use your body or parts of your body to solve problems is known as naturalist intelligence.
A)True
B)False
Q2) In the context of transactional analysis, a _____ is an encounter between two people that produces a "payoff" for the one who starts the game, at the expense of the other player.
Q3) Scientists and mathematicians find pleasure in using the logical and reasoning parts of the brain.
A)True
B)False
Q4) The _____ game is played by someone who uses being "too busy" as an excuse not to interact with others.
Q5) People who use counterattack as a defensive behavior typically use "red herring" as a technique.
A)True
B)False
Q6) What are the three damaging and negative results of anger?
Q7) What are the characteristic of people with effective personal competence?
Page 10
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Chapter 9: Individual and Organizational Change
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Q1) Many managers see logical incrementalism as an accurate description of how change occurs in most successful companies.
A)True
B)False
Q2) Why do employees resist change?
Q3) One of the benefits of the force field analysis is that it gets the changers to plan for the change.
A)True
B)False
Q4) _____ is a planned, companywide, systematic method of achieving change in an organization.
Q5) Who developed the force field analysis model?
A)Peter Drucker
B)James Brian Quinn
C)Kurt Lewin
D)William Bridges
Q6) _____ is the last stage of the Lewin change model.
Q7) How can driving forces be strengthened in the force field analysis model?
Page 11
Q8) List the seven categories of dramatic changes happening in a person's life.
Q9) List the seven stages of personal change.
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Chapter 10: Creativity and Human Relations
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Q1) When is the nominal group method most effective?
Q2) ____, which is direct perception or insight, has been shown to be much more important to creativity than scholastic ability.
Q3) In the nominal group method, each employee puts his or her ideas down in writing.
A)True
B)False
Q4) What did Lewis Terman discover in his study of intelligence, intelligence testing, and creativity?
Q5) Research has shown that true creativity results from:
A)more than average IQ.
B)indulging in groupthink.
C)achieving academic excellence.
D)divergent thinking.
Q6) What is an open mode and how does it affect creativity?
Q7) Terman holds that a person has to be an academic genius to be creative.
A)True
B)False
Q8) Why is expert knowledge essential for being creative?
Q9) How does self-perception affect creativity?
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Chapter 11: Conflict Management
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Q1) According to the Thomas-Kilman Conflict Model, in which style of conflict management is the manager cooperative even at the expense of personal goals?
A)Avoidance style
B)Competitor style
C)Compromising style
D)Accommodating style
Q2) Dennis has received two job offers with attractive employee benefits. He finds it difficult to choose one of the two offers as both offers are equally good. Identify the conflict that Dennis is facing.
A)Inner conflict
B)Dysfunctional conflict
C)Content conflict
D)Negotiation-of-selves conflict
Q3) Which of the following steps is most likely to elicit a meaningful feedback from a passive person?
A)Confronting the person
B)Filling the space during a conversation
C)Making statements to help break the tension
D)Asking close-ended questions
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Page 14
Chapter 12: Stress and Stress Management
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Q1) According to the theory of general adaptation syndrome, what happens when you cannot adapt to a stressor?
Q2) According to psychologist Albert Ellis, irrational beliefs are a source of internal stress.
A)True
B)False
Q3) ____, or good stress is the kind of pleasant, desirable stress you might feel when playing tennis or attending a party.
Q4) Explain the term "disease of adaptation."
Q5) People with a hardy personality seem to have three things in common: challenge, commitment, and control.
A)True
B)False
Q6) According to the general adaptation syndrome, when you are first confronted with a stressor, your body responds with an activation of the parasympathetic nervous system.
A)True
B)False
Q7) What are the three basic functions of the immune system?
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Chapter 13: Your External and Internal Customers
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Q1) An external customer is the person who provides services and products to other people in the same company.
A)True B)False
Q2) When faced with an angry customer, cutting the customer off typically proves to be beneficial.
A)True B)False
Q3) Which of the following practices is effective when delivering bad news to a customer?
A)You should avoid apologizing when the news is related to company policies.
B)You should close your message with a positive statement.
C)You should provide long apologies to alleviate customer's discontent.
D)You should use a stern and aggressive tone of voice.
Q4) A(n) _____ is the person who depends on the other people in the company to provide the services and products for the external customer.
Q5) What are the various means of rewarding customers who complain?
Q6) Give an example of an internal customer.
Q7) What are the effective ways of delivering bad news to a customer?
Page 16
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Chapter 14: Human Relations in a World of Diversity
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Q1) A key ingredient for people to begin to understand and appreciate members of other groups is contact.
A)True
B)False
Q2) Equal status refers to the condition that occurs:
A)when all employees feel equally discriminated within a company.
B)when employees of the same status within a company have to face discrimination of the same nature.
C)when different ethnic groups in a company cooperate with each other.
D)when companies hire employees who are frequent targets of discrimination into all levels within the company.
Q3) Prejudice and discrimination based on race is referred to as ____.
Q4) One of the theories about the emotional causes of prejudice is that people look for a target to blame when they are frustrated.
A)True
B)False
Q5) Stereotypes hurt minorities, women, men, and members of other groups.
A)True
B)False
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Chapter 15: Business Ethics and Social Responsibility
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Q1) The first law passed to protect whistleblowers was the ____.
Q2) If compromise is necessary to continue as an employee, make sure that the compromise translates into a tangible gain for your personal or professional future.
A)True
B)False
Q3) Which of the following views on social responsibility is based mostly on materialistic ideals that emerged with the Industrial Revolution in the late 1880s when large corporations were first formed?
A)Traditional social responsibility
B)Corporate social responsibility
C)Stakeholder social responsibility
D)Affirmative social responsibility
Q4) The ethical tone of an organization nearly always originates in _____ and moves downward.
Q5) People with high self-esteem are more likely to feel a healthy connection with others around them.
A)True B)False
Q6) _____ occurs when one employee is given extra privileges and allowances.
Page 18
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Chapter 16: Maintaining Workplace Health and Success
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Q1) Employee assistance programs (EAPs) are government programs that treat employees with substance abuse problems, marriage and family conflicts, and financial difficulty.
A)True
B)False
Q2) Positive psychologists believe that we all have strengths that can overcome barriers to healthy self-development.
A)True
B)False
Q3) Overloading and underutilizing are two essential skills of time management.
A)True
B)False
Q4) Which of the following statements holds true for the strategies involved in increasing productivity?
A)Short-term goals form a major part of these strategies.
B)Many of these strategies are out of the individual control of the employee.
C)Productivity can be increased only by improving the efficiency of the production process.
D)Efficiency can be increased only by gaining high output for low input.
Q5) Briefly describe the challenges to time management.
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