Managerial Communication Exam Materials
Course Introduction
Managerial Communication focuses on the principles and practices of effective communication within organizational contexts, emphasizing the vital role of communication in management functions. The course explores strategies for written, oral, and digital communication tailored to diverse business audiences, analysis of communication barriers, and techniques for negotiating, persuading, and resolving conflicts. Through case studies, presentations, and practical exercises, students develop the skills required to craft clear messages, lead meetings, write business reports, and adapt communication styles for both internal and external stakeholders, thereby enhancing leadership effectiveness and organizational success.
Recommended Textbook BCOM 4th Edition by Carol M. Lehman
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14 Chapters
833 Verified Questions
833 Flashcards
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Page 2
Chapter 1: Establishing a Framework for Business Communication
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57 Verified Questions
57 Flashcards
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Sample Questions
Q1) In successful teams, leadership is likely to be shared, which requires more direct and effective communication within the organization.
A)True
B)False
Answer: True
Q2) The ____ communication channel is created by management to control individual and group behavior and to achieve the organization's goals.
A) informal
B) formal
C) email
D) oral
Answer: B
Q3) Which of the following are NOT barriers to intercultural communication?
A) Ethnocentrism, stereotypes, and translation limitations
B) Chronemics, proxemics, and kinesics
C) Synergy, decentralized decision making, and cross functional teams
D) All of the above are barriers
Answer: C
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Chapter 2: Focusing on Interpersonal and Group Communication
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60 Verified Questions
60 Flashcards
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Sample Questions
Q1) Kelly, who is on Team A, constantly complains and criticizes her team members; she is playing the role of detractor.
A)True
B)False
Answer: True
Q2) Describe five positive team roles. How does their presence in a team help conteract negative roles that might emerge?
Answer: The following five team roles are essential to successful team functioning: 1.A facilitator (gatekeeper) makes sure everyone gets the chance to be heard.
2.A harmonizer keeps tensions low.
3.A recordkeeper maintains records of team events and activities.
4.A reporter interfaces between the group and external group and parties.
5.A leader assumes a directive role.
A facilitator can make sure the dominator and isolate roles do not emerge and keep digressors on track.The harmonizer can minimize the effect of a detractor.The recordkeeper can keep an airhead or free rider accountable for his/her actions.The reporter can help keep a socializer on task, and the leader can help coordinate the positive efforts of the team.
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Page 4
Chapter 3: Planning Spoken and Written Messages
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65 Verified Questions
65 Flashcards
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Sample Questions
Q1) Supporting your view with objective facts is part of being an ethical communicator.
A)True
B)False
Answer: True
Q2) Which of the following statements is ethically questionable?
A) Effective communication should reflect personal values and company standards of ethical conduct.
B) Managers should be certain to distinguish their opinions from facts.
C) Unpleasant ideas should be stated as tactfully as possible to preserve self-esteem of the reader.
D) Facts can be exaggerated as long as the purpose of the message reflects the reader's best interest.
Answer: D
Q3) In a deductive message, the most important information should be
A) placed at the very end of the message.
B) placed at the beginning of the message.
C) placed in the middle of the message.
D) placed in all sections of the message.
Answer: B
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Page 5
Chapter 4: Preparing Spoken and Written Messages
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63 Verified Questions
63 Flashcards
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Sample Questions
Q1) Which of the following is an example of effective use of an enumerated list?
A) Three supervisors will travel to Orlando. They are: 1. Bob, 2) Larry, and 3) John.
B) Our company should provide access to the security system to all managers because:
1. Most managers have keys and will be entering the building during times when no one from the security office is available to disarm the system.
2) Managers should be able to allow other employees into the building.
3) Managers would see the trust our company has in them and that would help boost employee morale.
C) When you are ready to log into the network, you should: 1. Double-click the network icon located in your desktop.
2) Type in your user ID and password in the boxes indicated.
3) Click OK.
4) Select the network drive you wish to access (e.g. X: Personnel).
5) Click OK.
D) None of the above is an effective example.
Q2) Explain the value of using the reading level feature when word processing a document.
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Page 6
Chapter 5: Communicating Electronically
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63 Flashcards
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Sample Questions
Q1) Anonymous blog postings can lead to irresponsible behavior, harassment, and gossip.
A)True
B)False
Q2) A good rule of thumb when composing web pages is to use as many graphics as possible, and the bigger the better.
A)True
B)False
Q3) Jarrod deleted an email message that documented problems with the company's safety procedures. In court, this lack of evidence will be likely dismissed as an innocent mistake that is frequently made by employees.
A)True
B)False
Q4) Federal laws ensure that email messages employees send at work are private.
A)True
B)False
Q5) Discuss five techniques for composing appropriate web content.
Q6) You have been instructed to develop a cell phone policy for members of your organization. What are the major elements you will include in the policy?
Page 7
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Chapter 6: Delivering Good- and Neutral-News Messages
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59 Verified Questions
59 Flashcards
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Sample Questions
Q1) When you provide credit information about another person, you have an ethical and legal obligation to
A) yourself.
B) the credit applicant.
C) the business from whom credit is requested.
D) all of the above.
Q2) The three steps in the deductive strategy used for good- and neutral-news messages indicate the requirement for a three-paragraph document format.
A)True
B)False
Q3) Ignacio is asking for a refund or a replacement for a recently purchased malfunctioning DVD player; his request for the refund or replacement would be considered a
A) persuasive claim.
B) complaint.
C) routine claim.
D) negative news message.
Q4) Explain what is meant by resale and sales promotional material. How are they different from sales messages?
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Chapter 7: Delivering Bad-News Messages
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56 Verified Questions
56 Flashcards
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Sample Questions
Q1) A company plans to downsize over the next year. Which of the following would be the BEST way to prepare employees for this negative announcement?
A) Send an email to employees the first day that employees are scheduled for layoff.
B) Send a letter to laid off employees at their home address instructing them not to report for work to avoid emotional confrontations.
C) Use the company's internal communications (newsletters and intranet) to make employees aware of the downsizing before it happens.
D) Call a staff meeting at the end of the day on the Friday before layoffs begin to make the negative announcement.
Q2) Because of the legal implications involved in refusing credit, you should avoid telling applicants the specific reason(s) why you must deny them credit.
A)True
B)False
Q3) Explain how a counterproposal may be used to preserve a positive relationship when denying a request or when delivering bad news.
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Chapter 8: Delivering Persuasive Messages
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Sample Questions
Q1) Which of the following is FALSE concerning a persuasive claim message?
A) It should use a deductive sequence.
B) It should ask for the adjustment late in the message.
C) It should stress an appeal throughout the message.
D) It should remind the receiver of a benefit that occurs from doing as asked.
Q2) A new product to reduce cholesterol is on the market, with a price that is higher than that of competitors. Where should a writer or speaker introduce price in his or her sales message?
A) At the beginning, as an intention getter
B) Late in the message, associated with benefit
C) As the final thought of the message to prompt action
D) Nowhere in the message
Q3) Which of the following is the BEST way to draw attention to an enclosure that accompanies a sales message?
A) "Enclosed you will find a brochure complete with detailed illustrations."
B) "We are happy to enclose a self-addressed postcard for your response."
C) "As you can see on the enclosed folder, assembly of the desk is very simple."
D) No wording is needed: an enclosure notation after the signature line is all that is necessary.
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Page 10
Chapter 9: Understanding the Report Process and Research Methods
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65 Verified Questions
65 Flashcards
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Sample Questions
Q1) Which of the following procedures is NOT recommended when conducting an electronic search?
A) Start with a large search engine and then move to a smaller one if necessary.
B) Structure searches from broad to specific.
C) Look for web pages that have links to other related topics.
D) Follow the particular format and instructions of each search engine or database.
Q2) Which of the following is a source of primary data?
A) Journal articles
B) Surveys
C) Online government documents
D) All of the above are sources of primary data.
Q3) The main function of vertical reports is to contribute to management control.
A)True
B)False
Q4) Including an even number of choices on a rating scale is advisable to eliminate the tendency of some groups to choose the noncommittal mid-point on the range.
A)True
B)False
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Chapter 10: Managing Data and Using Graphics
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56 Verified Questions
56 Flashcards
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Sample Questions
Q1) People who want to understand the interpretation of data are generally more interested in reading about proportions and ratios than about specific numbers.
A)True
B)False
Q2) A company that wants to chart employee absences over a two-year period should use which of the following?
A) Flow chart
B) Pie chart
C) Line chart
D) Table
Q3) When report writers present quantitative data, it is their ethical responsibility to provide all of the data rather than just a graphic representation of the data.
A)True
B)False
Q4) What questions should you ask yourself to help determine whether using a graphic presentation is appropriate and effective your written or oral report.
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Chapter 11: Organizing and Preparing Reports and Proposals
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51 Flashcards
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Sample Questions
Q1) Which of the following is correct concerning the executive summary (abstract) in the preliminary pages and the summary that appears as a final section of the report body?
A) Only one or the other is necessary, since they would contain the same information.
B) Both are necessary because the executive summary summarizes the essential elements of the entire report and the summary reviews the main points presented in the body.
C) Both are necessary because they are prescribed sections in the APA style.
D) Neither is necessary in a well-written, concise report.
Q2) The need for preliminary and addenda items is influenced by the length of the report and its formality.
A)True
B)False
Q3) An appendix contains supplementary information that supports the report but is not appropriate for inclusion in the report itself.
A)True
B)False
Q4) Discuss guidelines for the writing process when preparing a proposal.
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Chapter 12: Designing and Delivering Business
Presentations
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66 Verified Questions
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Sample Questions
Q1) Jacob, an expert in traffic patterns requirements for increasing highway lanes, is presenting to the Tennessee Department of Transportation about the need for additional highway lanes between Nashville and Memphis. What would be an effective opening for his presentation?
A) Thank you for having me today. I want to tell you why TDOT needs to increase the number of highway lanes between Nashville and Memphis to 12.
B) I am glad to be here! Isn't the weather in Tennessee wonderful today?
C) How many of you have spent time on the Interstate 51 between Nashville and Memphis? Then you have seen what I am about to describe.
D) All of the above would be equally effective.
Q2) Distance delivery presentation methods are appropriate
A) for covering highly sensitive or confidential issues.
B) for persuasive or problem solving meetings where no relationship has been established among participants.
C) whenever participants are unfamiliar with the technology.
D) when the costs in time, money, and human energy justify them.
Q3) List five communication benefits of videoconferencing.
Q4) Explain the value of knowing an audience in preparing a presentation.
Page 14
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Chapter 13: Preparing Résumés and Application Letters
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52 Verified Questions
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Sample Questions
Q1) Including complete information about your references on a résumé
A) is necessary, since employers check references before scheduling interviews.
B) is optional, since a list of references can typically be provided after a successful interview.
C) is inappropriate, because the list takes up needed space.
D) is illegal since contacting persons for recommendations before an interview is an invasion of privacy.
Q2) Chen is searching for a job and has prepared a thorough résumé that includes the customary sections, plus information related to his volunteer work and foreign travel. Including these "extras" has caused his résumé to be two pages in length. What advice would you give him?
A) If including the extra information will likely increase his chances of getting an interview, he should leave it in, regardless of whether it takes two pages.
B) He should cut enough information to keep the résumé length to one page.
C) He should leave the information in the résumé; just change the margin and font so that it all fits on one page.
D) Don't worry about length; it is unimportant in résumé design.
Q3) Describe three steps in the research phase of a job search.
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Chapter 14: Interviewing for a Job and Preparing Employment Messages
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Sample Questions
Q1) Since interviewers typically delay forming their impression about an applicant until well into the interview, the interviewee need not be concerned with nervousness or a slow warm up in the first few minutes.
A)True
B)False
Q2) An interviewer who follows a predetermined agenda, including a series of questions and statements designed to elicit necessary information is conducting which type of interview?
A) Stress interview
B) Planned interview
C) Structured interview
D) Group interview
Q3) Phillip has prepared the following list of questions to ask the interviewer during his initial job interview. Which question should he avoid asking the interviewer?
A) What types of training are offered?
B) How many people have held this job in the past five years?
C) What salary are you planning to offer?
D) When do you expect to make your hiring decision about this position?
Q4) List five types of employment interviews and describe when each would be used.
Page 16
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