Communication in Organizations
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Course Introduction
This course explores the theories, principles, and practices of communication within organizational settings. Students will examine various communication channels, the role of culture and power in shaping workplace interactions, and strategies for effective information flow among individuals and teams. The course covers topics such as verbal and nonverbal communication, conflict resolution, leadership communication, and the impact of technology on organizational communication. Through case studies, group projects, and practical exercises, students will develop skills to facilitate clear, ethical, and productive communication in diverse professional environments.
Recommended Textbook
Business Communication Process and Product 7th Edition by Mary Ellen Guffey Dana Loewy
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16 Chapters
1840 Verified Questions
1840 Flashcards
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Page 2
Chapter 1: Effective and Ethical Communication at Work
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Sample Questions
Q1) You and your boss come from very different educational and professional backgrounds.You are most likely to experience communication barriers due to differing frames of reference.
A)True
B)False Answer: True
Q2) Ethics can be defined as "the conventional standards of right and wrong that prescribe what people should do."
A)True
B)False Answer: True
Q3) While reading an e-mail message from her boss, Mallory is distracted by numerous typographical and spelling errors.These errors that detract from the message and make it difficult to read are called
A) bypassing.
B) feedback.
C) noise.
D) frame of reference. Answer: C
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Page 3
Chapter 2: Professionalism: Team, Meeting, Listening, Nonverbal,
and Etiquette Skills
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Sample Questions
Q1) Unlike in face-to-face meetings, ground rules are not needed in virtual meetings.
A)True
B)False
Answer: False
Q2) Several factors may cause poor listening habits.Which of the following is not one of these factors?
A) Lack of training
B) Large number of competing sounds and stimuli in our lives
C) Physical hearing disability
D) Ability to process speech faster than others can speak
Answer: C
Q3) Because e-mail is an informal communication tool, it's not necessary to check your messages for correct spelling, grammar, and punctuation.
A)True
B)False
Answer: False
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Chapter 3: Intercultural Communication
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115 Flashcards
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Sample Questions
Q1) Monica will be traveling to Chile on business and wants to achieve intercultural competence while there.What is the best advice you can give her?
A) Judgmental feedback is appreciated more than descriptive feedback in most cultures.
B) When interacting with businesspeople from other cultures, it's best to take the lead.
C) Show supportiveness with head nods, eye contact, facial expressions, and physical proximity.
D) Use gestures often and freely to attempt to communicate nonverbally.
Answer: C
Q2) Members of low-context cultures are more likely to be logical, analytical, and action oriented.
A)True
B)False
Answer: True
Q3) The "glass ceiling" no longer exists in today's modern workplace.
A)True
B)False
Answer: False
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Chapter 4: Planning Business Messages
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Sample Questions
Q1) Nicole is putting together the results of a month-long study containing complex data on employee satisfaction.Which communication channel will she most likely use?
A) Memo
B) E-mail
C) Fax
D) Report
Q2) Good writers spend most of their time ____________________, which is the third phase of the writing process.
Q3) A face-to-face conversation is considered a richer medium than a written report or proposal.
A)True
B)False
Q4) Badmouth, ticked off, and rip off are examples of unprofessional or ____________________-level diction.
Q5) When profiling your audience, what types of questions should you ask about your primary audience? What types of questions should you ask about your secondary audience? List three of each.
Q6) Putting yourself in your reader's shoes is called ____________________.
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Chapter 5: Organizing and Writing Business Messages
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Sample Questions
Q1) Hard-working employees are rewarded for their efforts is an example of a(n)____________________ clause.
Q2) Leon has been asked to learn how many pedestrians walk by a specific location that his company is considering for a new coffee shop.Probably the most useful way to research this information would be by
A) manually searching resources in his public library.
B) searching the Internet.
C) investigating primary sources.
D) conducting a scientific experiment with controlled variables.
Q3) Complete sentences
A) have subjects.
B) have verbs.
C) make sense.
D) All of these choices.
Q4) Which of the following is not an advantage of the direct pattern?
A) Reduces frustration
B) Saves the reader's time
C) Facilitates a fair hearing
D) Sets a proper frame of mind
Q5) Two commonly used outline formats are alphanumeric and
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Chapter 6: Revising Business Messages
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Sample Questions
Q1) In the following sentence, the pronoun agrees with its antecedent: Everyone on the development team shared their creative ideas.
A)True
B)False
Q2) The sentence Please do not hesitate to contact us if you have any questions could be made more effective by eliminating a(n)
A) trite business phrase.
B) flabby expression.
C) redundancy.
D) opening filler.
Q3) When proofreading a document, be concerned with A) spelling, grammar, and punctuation.
B) format.
C) names and numbers.
D) all of these choices.
Q4) The best way to evaluate the success of your communication is through ____________________.
Q5) Empty space on a page is called ____________________ space, which can improve readability.
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Chapter 7: Electronic Messages and Digital Media
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Sample Questions
Q1) Which of the following is not a reason that electronic communication is so important in organizations today?
A) Today's managers need employees to be able to respond rapidly wherever they are located geographically.
B) Employees with more decision-making power must collect, exchange, and evaluate more information.
C) Cross-functional teams, which often function virtually, need to be able to communicate quickly and efficiently.
D) E-mail ensures that a message will be understood by the recipient.
Q2) Any information found on a wiki can be assumed to be accurate.
A)True
B)False
Q3) Which of the following actions on Twitter could get you fired?
A) Blocking your boss from seeing your profile and tweets
B) Tweeting about how much you dislike your job
C) Announcing that you are in a romantic relationship with your boss
D) All of these actions on Twitter could get you fired.
Q4) A(n)____________________ is a Web site with journal entries (posts)usually written by one person with comments added by others.
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Chapter 8: Positive Messages
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Sample Questions
Q1) An effective way to begin a thank-you message is Thanks, Lyndsay, for hosting our class last Friday evening at your lovely home.
A)True
B)False
Q2) Instruction messages are used to
A) establish rules of conduct to be followed within an organization.
B) explain clearly how to complete a task.
C) entertain customers by being witty and clever.
D) All of these choices.
Q3) Which of the following is the best opening for an adjustment message?
A) We appreciate your message of March 2 wherein you let us know what happened while dining with us last month.
B) We have credited your account for $24 to refund your dining bill.
C) We are so sorry that you had a bad experience while dining with us last month.
D) Although we generally don't offer refunds, we're willing to make an exception in this case.
Q4) When a company receives a claim and decides to respond favorably, the response message is called a(n)____________________.
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Page 10
Chapter 9: Negative Messages
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Sample Questions
Q1) One way to soften negative news in a message is by suggesting a compromise or ____________________ to the receiver, such as suggesting that a loan applicant return with a cosigner to reapply.
Q2) Caroline must deny a request made by one of her employees.The most effective statement in a bad-news message denying this request would be
A) No, you may not be reimbursed for the extra night you stayed after the conference ended.
B) We are so sorry that we are unable to reimburse you for the extra night you stayed after the conference ended.
C) Although your extra night cannot be reimbursed, we will process the remainder of your expense claim immediately.
D) Please be advised that your extra night stay is not reimbursable.
Q3) Which is the most effective statement in a letter to a customer about an order for which the customer has not yet paid?
A) We cannot ship your order until we receive your payment.
B) Your order will be canceled unless we receive your payment right away.
C) As soon as we receive your payment, we'll ship your order.
D) What are you, a deadbeat?
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11
Chapter 10: Persuasive and Sales Messages
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Sample Questions
Q1) Persuading someone to change a belief or to perform an action is less effective when done in writing than when done face to face.
A)True
B)False
Q2) Instructions or directives to subordinates often require little persuasion and are, therefore, usually arranged in a(n)____________________ pattern.
Q3) The first step when writing a sales letter is to analyze the product and the purpose for writing.
A)True
B)False
Q4) One way to overcome resistance in a sales message is to include a(n)____________________, which is a comment made by a satisfied customer.
Q5) Last month our technical support personnel handed an additional 200 calls; that higher call volume increased our customer wait time per call by 15 percent is an example of an effective opener for a persuasive message recommending a solution to this problem.
A)True
B)False
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Chapter 11: Report and Research Basics
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Sample Questions
Q1) Theses, research studies, and complex reports are usually written using a(n)____________________ writing style.
Q2) Reports that provide data or findings, analyses, conclusions, and recommendations are classified as ____________________ reports.
Q3) Using the words or ideas of another person without properly acknowledging the source is called ____________________.
Q4) Everett's boss has asked him to research and recommend a new insurance provider for employees' health insurance.Everett should write an analytical report.
A)True
B)False
Q5) Based on their function, most business reports fall into two broad categories: informational or analytical.
A)True
B)False
Q6) Documenting data presented in a research report strengthens your argument. A)True
B)False
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Page 13
Chapter 12: Informal Business Reports
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Sample Questions
Q1) Which of the following is a conclusion?
A) Offering a wide range of benefits is the best way to recruit high-quality applicants.
B) Offer a wide range of benefits to recruit high-quality applicants.
C) Change your computer passwords once every six weeks.
D) Let me know your hiring decision by Friday.
Q2) Transitional expressions such as furthermore, consequently, however, for example, and to conclude help report readers see the logical flow of ideas in a report.
A)True
B)False
Q3) Shane conducted research about ways to recruit high-quality job applicants and has developed a list of possible techniques.He has ranked these techniques and will present them in a report listed from most important reason to least important.What organizational method is Shane using?
A) Time
B) Importance
C) Component
D) Convention
Q4) Provide online customer support is an example of a(n)____________________.
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14
Chapter 13: Proposals, Business Plans, and Formal Business Reports
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Sample Questions
Q1) In a business plan, highlight your ____________________ statement, which should describe your business and explain the reasons it will succeed.
Q2) A letter of transmittal submitted with a formal proposal should
A) provide ancillary (supplemental) materials of interest to readers.
B) include a list of the costs for the entire project.
C) briefly present the major features and benefits of the proposal.
D) describe the credentials and expertise of the project leaders.
Q3) Which of the following is a useful guideline for citing sources in a formal business report?
A) If you use the Modern Language Association (MLA) referencing format, title this section References.
B) If you borrow words or ideas from unpublished sources, you do not have to include corresponding in-text citations in your report.
C) Include the retrieval date on which you located an electronic reference.
D) All of these choices are useful guidelines for citing sources in a formal business report.
Q4) The ____________________ section of a formal business report makes precise suggestions for actions to solve the report problem.
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Chapter 14: Business Presentations
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Sample Questions
Q1) Helpful previews, summaries, and transitions in an oral presentation are examples of A) conclusions.
B) criteria.
C) verbal signposts.
D) components.
Q2) The audience can be shown the organization and main points in an oral message by the speaker's use of verbal ____________________, such as previews, summaries, and transitions.
Q3) ____________________ mail links a telephone system to a computer that digitizes and stores incoming messages.
Q4) Monica is designing a PowerPoint presentation.She should try to fit as much text as possible on each slide to keep her slide show as short as possible.
A)True
B)False
Q5) Probably the most effective way to reduce stage fright is wearing a professional business suit while presenting.
A)True
B)False
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Chapter 15: The Job Search, Resumes, and Cover Letters
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Sample Questions
Q1) Select the statement that most accurately describes a résumé.
A) Awards and honors should not be listed on a résumé because doing so will sound as if you are bragging.
B) Because they are not related to your work experience, school and community activities should be omitted from your résumé.
C) To give a potential employer a complete picture, you should include personal information such as height, weight, and marital status.
D) Consider including hobbies or interests, such as skiing or photography, because they may catch the employer's attention or serve as conversation starters.
Q2) Use expressions such as I hope in the closing of your cover letter to sound polite. A)True B)False
Q3) ____________________ résumés emphasize employment history and work well for candidates who have experience in their field of employment.
Q4) The main ____________________ of a résumé contains your name and contact information.
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17
Chapter 16: Interviewing and Following Up
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Sample Questions
Q1) Which of the following does an employer try to do during the job interview?
A) Decide whether you will fit into the organization
B) Find out who can be hired for the lowest possible starting salary
C) Frighten the job candidate
D) Become good friends with the job candidate
Q2) What is the best advice for answering interview questions?
A) Use the interviewer's name and title every time you answer a question to show respect.
B) To be concise, answer questions with a simple yes or no whenever possible.
C) To make yourself look human, reveal weaknesses in some of your answers.
D) Clarify vague questions when necessary.
Q3) If you didn't get a position that you really wanted, what should you do?
A) Send a rejection follow-up letter that says you're disappointed but still interested.
B) Make a negative posting about the company on Facebook to show how upset you are.
C) Nothing. Contacting the employer again will make you look desperate.
D) Call the employer at least once or twice a week for the next two months to see whether a position is available.
Q4) Are you married? is an example of a(n)____________________ (or illegal)question.
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