Communication Strategies in Business
Final Test Solutions
Course Introduction
This course explores effective communication strategies essential for success in the contemporary business environment. Students will learn to analyze audiences, craft clear and persuasive messages, and utilize various communication channels, including digital platforms and face-to-face interactions. Emphasis will be placed on intercultural communication, negotiation, conflict resolution, and professional presentations. By integrating theory with real-world business scenarios, the course aims to develop strong communication skills that enhance teamwork, leadership, and organizational effectiveness.
Recommended Textbook
Business Communication 4th Canadian Edition by Isobel Findlay
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13 Chapters
1187 Verified Questions
1187 Flashcards
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Page 2
Chapter 1: Communicating in a Changing Business World
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) When Aaron decided to become an accounting major, he was stunned when he discovered that a business communication course was required."If I were interested in those things," he complained, "I'd become an English or communication major.Besides, nobody is going to care whether I can write or not once I get a job; all they'll care about is whether I'm good at accounting." Why are Aaron's assumptions incorrect?
Answer: Answers will vary, but should demonstrate an understanding of the following principles:
-At this point, even "entry-level" jobs require significant communications skills.Moreover, no one is going to do any of his writing for him; the old-fashioned secretary is obsolete.
-Workers with greater writing abilities make significantly more money.
-The Canadian Institute of Chartered Accountants ranks "soft" skills-interpersonal communication, persuasive writing and presentations, listening and comprehension, ethics, and skill development for lifelong learning-higher than technical skills in terms of their overall worth.
-Any important decisions, information, etc.must be recorded in writing.
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Chapter 2: Adapting to Audiences
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94 Flashcards
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Sample Questions
Q1) Language is _____ when it treats all ages fairly.
Answer: non-ageist
Q2) You have to write to the workers' union in your capacity as a manager to attempt to persuade the union members to accept a wage freeze so that the company can save money.You know that the union members dislike the management and that the current union leader you have to write to especially dislikes you.Which technique is LEAST likely to persuade your audience?
A)Develop logic and reader benefits fully.
B)Admit the flaws of your solution, but show that it is the best solution available.
C)Use a direct "no-nonsense" tone.
D)Respond to the specific objections you anticipate from your audience.
Answer: C
Q3) Those asked to implement your ideas after they've been approved are classified as the _____ audience.
Answer: secondary
Q4) The primary audience of your document always differs from your initial audience.
A)True
B)False
Answer: False
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Chapter 3: Planning, Composing, and Revising
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Situational factors like audiences influence how rigid writing "rules" actually are.
A)True
B)False
Answer: True
Q2) A gerund, such as the word _____ in the sentence "Writing requires practice and a willingness to work through the process," can help to make sentences smoother and more conversational.
Answer: "writing"
Q3) Words that indicate the nature of the connections between ideas and sentences are called ___________.
Answer: transitions
Q4) Melanie decides that the data section of her report is weak, so she adds two graphs and explanatory details.What part of the writing process does this activity represent?
A)Planning
B)Gathering
C)Revising
D)Editing
Answer: C
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Chapter 4: Designing Documents, Slides, and Screens
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Sample Questions
Q1) Identify four ways you can incorporate document design into your writing processes, and explain why these methods are important for creating successful documents.
Q2) Which of the following is NOT a good strategy for creating a successful line graph?
A)Avoid using more than three lines on one graph
B)Label both axes
C)If time is a factor, assign it to the vertical axis
D)Use it to show frequency or distribution
Q3) List six guidelines to follow when designing PowerPoint slides, and explain why these guidelines will lead to successful presentations.
Q4) Identify the nine steps you should use to create effective brochures, and explain why they are important.
Q5) Use no more than two fonts in a single document.
A)True
B)False
Q6) Headings must be complete sentences.
A)True
B)False
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Page 6
Chapter 5: Communicating Across Cultures
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91 Flashcards
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Sample Questions
Q1) _____ is the judgment of others by norms specific to one's own culture.
Q2) How should smart business communicators approach online communication with international audiences?
Q3) Business communication practices in Canada place the importance on the written words.What does this indicate?
A)Canada has low-context preferences.
B)Canada has high-context preferences.
C)Canada is polychronic.
D)Canada is monochronic.
Q4) High context cultures are likely to view indirectness as dishonest or manipulative.
A)True
B)False
Q5) Why can gestures be a source of miscommunication?
Q6) Learning to communicate with people from different backgrounds requires learning each culture's rules.
A)True
B)False
Q7) When writing for international audiences, use __________ instead of first names.
Q8) _____ is the emphasis given to one or more words in a sentence.
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Chapter 6: Working and Writing in Teams
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90 Flashcards
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Sample Questions
Q1) When you check for _____, you identify the implied meaning of the verbal and non-verbal content of criticism and try to understand why the critic is bothered.
Q2) Explain why self-confidence is not always the best attribute in successful team players.
Q3) Which of the following options is NOT a factor that you should consider when you plan a meeting?
A)Whether some participants will need to connect remotely
B)Deadlines that may reduce scheduling options
C)How well participants know each other
D)Whether the participants are suitably homogeneous
Q4) To ____________ means to repeat in your own words what someone else has said to you; it can be useful for conflict resolution.
Q5) When resolving conflict, paraphrasing is a method of subtly manipulating others' points in the direction you need them to go.
A)True
B)False
Q6) Explain how active listening facilitates communication.
Q7) How do formal meetings differ from informal meetings?
Page 8
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Chapter 7: Routine Messages
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Sample Questions
Q1) Routine requests should provide background detail first, and build up to the actual request at the end of the document.
A)True
B)False
Q2) According to Ruth King, there are four key words and phrases to avoid when handling customer complaints.Name three of them and explain either why they are a problem, or what you could say instead.
Q3) Which of the following would be the BEST strategy to follow in the opening paragraph of a letter to clients announcing expanded hours?
A)Explain that the results of a recent survey indicate that a lot of people are unhappy with the current hours.
B)State what the new hours will be and when they go into effect.
C)Apologize for still being closed on holidays.
D)Explain how the expanded hours will affect clients.
Q4) Explain why "If you have questions, please do not hesitate to call" is NOT a good way to end a routine message.
Q5) A(n) _____ goes to someone in another organization; a(n) _____ goes to someone within your own organization.
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Chapter 8: Negative Messages
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Sample Questions
Q1) Buffers are appropriate for correspondence within Canada because Canadian culture tends to value tactful, communication, negotiation and diplomacy.
A)True
B)False
Q2) Even if your negative information will directly lead to a benefit that you know readers want, you should still structure it as a conventional negative message.
A)True
B)False
Q3) Engaging in email "flaming" can get you fired.
A)True
B)False
Q4) An electronic message that attacks others and that can get you fired is known as _____________.
Q5) It's a good idea to end negative messages by apologizing for any inconvenience the reader may have experienced, even if you're not sure that s/he was actually inconvenienced.
A)True B)False
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Chapter 9: Persuasive and Sales Messages
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92 Flashcards
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Sample Questions
Q1) Why are alliteration, rhyme, rhythm, and the rule of three effective stylistic strategies for direct sales letters? Also, provide an example of each strategy.
Q2) In a sales letter, when should you mention the price of a luxury good?
A)Early in the letter
B)In the middle of the letter, as soon as benefits are first mentioned
C)In the last fourth of the letter, after the copy makes the reader really want the product
D)Only on the reply card, since by then the reader will have definitely decided to make a purchase, and the price will no longer be an issue
Q3) Is persuasion cold-hearted manipulation? In a difficult persuasive situation, you know that your reader definitely does NOT want to do as you ask, and most people resent being manipulated.Assuming that you have good reasons for the action you are requesting, how do you convince the reader without making him or her coerced? Use specific examples to illustrate the persuasive strategies you discuss.
Q4) _____ occurs when several syllables begin with the same sound.
Q5) How can you create a successful viral video? Discuss one you've seen, and analyze how well it performed this process.
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Chapter 10: Planning, Researching, and Documenting Reports
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Which of the following is NOT a common variety of population sampling?
A)Convenience
B)Evaluative
C)Judgment
D)Random
Q2) In Canada, fair dealing means that, as long as you cite sources properly, you can use them however you want.
A)True
B)False
Q3) When two phenomena are correlated, one has definitely caused the other to occur.
A)True
B)False
Q4) A study by Columbia University shows that less news is being reported now than before we had blogs, social media, etc.
A)True
B)False
Q5) Describe how you could perform a Boolean search for a research topic you're currently working on.Make sure you indicate your descriptors.
Q6) A _____ question paraphrases the content of the last answer.
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Chapter 11: Writing Proposals and Reports
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Sample Questions
Q1) If your report builds on previous documents, you should include those documents in the report's ______________.
Q2) The ___________ of a formal report presents and interprets data in words and visuals, analyzes causes of the problem, evaluates possible solutions, and demonstrates the evidence that will support the report's conclusions and recommendations.
Q3) Which of the following kinds of information should be included in the conclusion of a report?
A)A summary of the main points in the body of the report
B)A review of the report's recommendations
C)A discussion of additional information that cements the worth of the report
D)A list of sources consulted by the writer
Q4) Explain at least three stylistic tips that you can give a writer to ensure that a report, whether submitted as a paper copy or online, is easy to read and easy to follow.
Q5) Explain the differences between the Conclusions section and the Recommendations section of a formal report.
Q6) ____________ executive summaries present the logical skeleton of the report: the thesis or recommendation and its proof.
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Page 13
Chapter 12: Making Oral Presentations
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Sample Questions
Q1) What are filler sounds (such as uh's) a sign of, and how can you reduce the number of them during a presentation?
Q2) Oral style must use a more varied vocabulary and less repetition than written style to keep the audience's attention.
A)True
B)False
Q3) Explain four ways to have a strong ending to your presentation.
Q4) Explain how sales presentations usually function as interactive presentations.
Q5) Which of the following is the BEST way of dealing with anticipated controversy?
A)Ignore it; drawing attention to it may only make the problem worse
B)Establish ground rules (i.e.No shouting or insults)
C)Mock the issue
D)Work harder to emphasize common ground
Q6) Which of the following is NOT a goal of an informative presentation?
A)To teach the audience
B)To train the audience
C)To convince new employees to follow procedure
D)To validate the audience
Q7) To __________ means to voice all the sounds of each word.
Page 14
Q8) _____ presentations entertain and validate the audience.
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Chapter 13: Employment Communications
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Sample Questions
Q1) Strong interviewees demonstrate assertiveness by resisting the interviewer's topic shifts.
A)True
B)False
Q2) Companies that will issue references that merely confirm you worked for them have a ___________ reference policy.
Q3) Which of following communication behaviours is MOST likely to be successful in an interview?
A)Giving general answers
B)Talking 55% of the time or more
C)Confining questions to general issues
D)Avoiding all technical jargon
Q4) Which of the following statements is the BEST one to include in a performance evaluation?
A)Mahad has been more than an hour late three times this month.
B)Mahad is insufficiently committed to our organization.
C)Mahad does not value punctuality.
D)Mahad's status here is rapidly becoming tenuous.
Q5) Why should you avoid labels and inferences in performance appraisals?
Q6) How should you send a résumé via email?
Page 15
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