Managerial Communication Solved
Exam Questions
Course Introduction
Managerial Communication focuses on the strategic role of effective communication within organizations, emphasizing the skills and techniques managers need to lead, persuade, negotiate, and motivate diverse teams. The course explores verbal, nonverbal, and written communication channels, including the use of digital media, to enhance clarity and foster a productive work environment. Topics include audience analysis, message structuring, conflict resolution, intercultural communication, and presentation skills. Real-world case studies and practical exercises help students develop their ability to convey information, manage feedback, and support organizational goals through clear and ethical communication practices.
Recommended Textbook
Communication for Business and the Professions Strategies and Skills 6th Australian Edition by
Available Study Resources on Quizplus
25 Chapters
1831 Verified Questions
1831 Flashcards
Source URL: https://quizplus.com/study-set/2577 Page 2
Chapter 1: Communication Foundations
Available Study Resources on Quizplus for this Chatper
73 Verified Questions
73 Flashcards
Source URL: https://quizplus.com/quiz/51260
Sample Questions
Q1) The primary difference between the transmission and circular models of communication is
A)channel of communication
B)direction of communication
C)source of communication
D)effect of communication
Answer: B
Q2) Time factors such as the present,transitory or temporary nature of the context within which the communication occurs make up the temporal dimension.
A)True
B)False
Answer: True
Q3) Diagonal channels of communication are normally used for day-to-day reporting to one's supervisor.
A)True
B)False
Answer: False
To view all questions and flashcards with answers, click on the resource link above.
Page 3
Chapter 2: Social Media
Available Study Resources on Quizplus for this Chatper
61 Verified Questions
61 Flashcards
Source URL: https://quizplus.com/quiz/51261
Sample Questions
Q1) Phatic communication
A)improves the flow of information
B)is detrimental to relationships
C)improves sharing and negotiations
D)is too formal for social media
Answer: D
Q2) A social media strategy that enables an organisation to focus on its overall strategic goals is referred to as
A)a strategic framework
B)a social media plan
C)a broad media strategy
D)a narrow media strategy
Answer: C
Q3) The benefit of monitoring social media initiatives is that it enables an organisation to A)evaluate its performance against targets
B)evaluate its competitors performance against targets
C)assess its employee performance
D)determine its operational goals
Answer: B
To view all questions and flashcards with answers, click on the resource link above.
Page 4
Chapter 3: Interpersonal Communication
Available Study Resources on Quizplus for this Chatper
83 Verified Questions
83 Flashcards
Source URL: https://quizplus.com/quiz/51262
Sample Questions
Q1) The purpose of nonverbal communication is to
A)convey the message
B)add meaning and modify the spoken word
C)communicate feelings and attitudes
D)carry the social meanings of the situation
Answer: B
Q2) A successful active listener
A)prevents pauses or silences from slowing the action
B)asks 'why' questions to help the speaker justify their actions
C)focuses attention and provides feedback
D)does not enable the speaker to find their own understandings and insights
Answer: C
Q3) Humiliating others can be the outcome when behaving
A)assertively
B)aggressively
C)submissively
D)confidently
Answer: B
To view all questions and flashcards with answers, click on the resource link above.
5
Chapter 4: Emotional Intelligence: Managing Self and Relationships
Available Study Resources on Quizplus for this Chatper
72 Verified Questions
72 Flashcards
Source URL: https://quizplus.com/quiz/51263
Sample Questions
Q1) Social awareness is associated with which three competency clusters?
A)Empathy,service orientation,compassion
B)Empathy,service orientation,organisational awareness
C)Empathy,organisational awareness,compassion
D)Compassion,service orientation,organisational awareness
Q2) Our self-concept is independent of the way others act towards us.
A)True
B)False
Q3) Self-concept is the mental picture others have of you.
A)True
B)False
Q4) Positive self-concept is best achieved and demonstrated by A)assertiveness
B)artefacts
C)awareness of others' needs
D)continual reassessment of one's self
Q5) Personal competence is our ability to manage relationships with others.
A)True
B)False
Q6) How can people become more self-aware and develop a more positive self-concept? Page 6
To view all questions and flashcards with answers, click on the resource link above.
Page 7
Chapter 5: Negotiation and Conflict Management
Available Study Resources on Quizplus for this Chatper
79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/51264
Sample Questions
Q1) Discuss the differences between negotiating styles.Which strategy do you think is more effective,and why?
Q2) When adopting a functional approach to conflict we
A)focus on the future rather than the past
B)use the conquest method
C)fight and then flow
D)approach then retreat
Q3) The three key behaviours used in response to conflict are
A)respond,avoid and react
B)flight,fight and flow
C)fright,fight and flow
D)avoid,approach and resolve
Q4) BATNA stands for the 'Best Alternative To a Negative Agreement' whilst WATNA stands for the 'Worst Alternative To a Negative Agreement'.
A)True
B)False
Q5) Psychological barriers seldom arise in negotiation.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 8
Chapter 6: Intercultural Communication
Available Study Resources on Quizplus for this Chatper
72 Verified Questions
72 Flashcards
Source URL: https://quizplus.com/quiz/51265
Sample Questions
Q1) How people relate to each other,how they manage themselves and what they view as acceptable behaviour are determined by
A)social institutions and their norms
B)both parties in an interaction
C)the foundation of the cultural process
D)different roles and status within the social institutions
Q2) Intercultural communication competence is gained by
A)understanding other cultures
B)understanding one's own culture as well as other cultures
C)maintaining behavioural flexibility
D)maintaining transparency in financial transactions
Q3) Is there an appropriate attitude towards other cultures and why\why not?
Discuss,giving examples to support your answer.
Q4) The impact religion has on business customs and practices in a country
A)is generally minimal and inconsequential
B)depends on other factors in the environment that modify the impact
C)influences how status is identified within the society
D)all of the above
To view all questions and flashcards with answers, click on the resource link above.
9
Chapter 7: Communication Across the Organisation
Available Study Resources on Quizplus for this Chatper
78 Verified Questions
78 Flashcards
Source URL: https://quizplus.com/quiz/51266
Sample Questions
Q1) Lateral communication is more likely to occur
A)between friends and like-minded colleagues in an organisation
B)between competing individuals or divisions in an organisation
C)when the organisation is organic or when project teams are in operation
D)when either diagonal or downward communications are beginning to fail
Q2) Autonomous work groups encourage communication and interaction because an individual or group is given almost total freedom to complete the task.
A)True
B)False
Q3) To be effective in communicating within an organisation,one needs to
A)identify the divisions and departments in an organisation
B)identify the organisation's characteristics
C)identify the degree of formality or informality within the organisation
D)identify organisational,individual and cultural factors within the organisation
Q4) If you were a newly appointed manager in an organisation,describe some of the steps you would take to assess organisational culture in your workplace.What type of networks would you encourage to facilitate effective communication,and why?
To view all questions and flashcards with answers, click on the resource link above. Page 10
Chapter 8: Leadership
Available Study Resources on Quizplus for this Chatper
72 Verified Questions
72 Flashcards
Source URL: https://quizplus.com/quiz/51267
Sample Questions
Q1) Effective leaders use positional power to dominate the decision-making process.
A)True
B)False
Q2) According to the Situational Leadership Model,the most appropriate leadership behaviour by a leader if members of a group are unwilling,insecure,and unable to achieve something would be
A)delegating
B)participating
C)selling
D)telling
Q3) According to Johannsen 2012,powerful leaders have a sphere of influence on the A)environment
B)people around them
C)service and the customer
D)organisation
Q4) The Situational Leadership Model identifies leadership behaviour as well as follower readiness.
A)True
B)False
Q5) Discuss differences in the way leadership styles use power.
Page 11
To view all questions and flashcards with answers, click on the resource link above.
Chapter 9: Team and Work Group Communication
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/51268
Sample Questions
Q1) The differences between organisations and groups are the structure,size and norms.
A)True
B)False
Q2) Which two dimensions are considered when evaluating a work team's effectiveness?
A)Outcomes and behaviours
B)Tasks and behaviours
C)Tasks and outcomes
D)Performance and development
Q3) Cross-functional teams are
A)typically virtual teams that can be classified into three types
B)interdisciplinary teams with members from several functional areas
C)teams with members working on limited tasks
D)teams with members primarily responsible for knowledge management
Q4) Outline the advantages and disadvantages of group decisions.What are the five keys to group and team empowerment? Identify the two factors that may lower the standards and expectations of a group?
Q5) Explain what a team is and describe the types of teams,their characteristics,purposes,functions and effects in practice.Which one do you recommend and why?
To view all questions and flashcards with answers, click on the resource link above. Page 12
Chapter 10: Effective Meetings:
Available Study Resources on Quizplus for this Chatper
70 Verified Questions
70 Flashcards
Source URL: https://quizplus.com/quiz/51269
Sample Questions
Q1) In formal virtual meetings,controlling the discussion thread and synchronous meetings are the two main factors to consider.
A)True
B)False
Q2) Audio conferencing using telephone technology is an expensive way of communicating verbally.
A)True
B)False
Q3) Defensive and dysfunctional roles contrast with task-related and maintenance roles,and can interfere with the achievement of a group's goals.
A)True
B)False
Q4) A filibuster at a meeting is
A)a spill of supporters originally from one side to the other side of a motion
B)a monopoliser of the meeting's time
C)a person who is unsure which way to vote on a matter before the meeting
D)an earlier meeting decision that has been reversed for the second time
Q5) Describe the difference between formal and informal virtual meetings.Discuss the advantages and disadvantages of each.
To view all questions and flashcards with answers, click on the resource link above. Page 13
Chapter 11: Customer Service
Available Study Resources on Quizplus for this Chatper
73 Verified Questions
73 Flashcards
Source URL: https://quizplus.com/quiz/51270
Sample Questions
Q1) A quality interaction between customer and service provider is
A)a sign of goodwill between the organisation and its customers
B)dependent solely on good communication strategies
C)the basis of quality customer service
D)due to clever advertising
Q2) The Internet and email have not changed the way customers relate to customer service.
A)True
B)False
Q3) The intention when resolving customer complaints is to
A)prevent the customer from scaring off other potential customers
B)turn customer complaints into goodwill and future business
C)acknowledge that the complaint is justified and that the customer is always right
D)limit the possibility of any future legal action
Q4) What are the roles of strategy,staff and systems in providing a positive customer experience?
Q5) Strategy specifically refers to how customer service is delivered. A)True B)False
To view all questions and flashcards with answers, click on the resource link above. Page 14
Chapter 12: Public Relations
Available Study Resources on Quizplus for this Chatper
71 Verified Questions
71 Flashcards
Source URL: https://quizplus.com/quiz/51271
Sample Questions
Q1) Holding a special event can achieve public relations goals by
A)attracting people to one place at one time
B)creating a focus for an issue or activity
C)creating a forum for an organisational spokesperson to interact with media
D)creating an opportunity to interact with competitors
Q2) The main benefit of a news conference is to
A)give all media access to a source at the one time
B)save resources and time
C)give sources time to plan
D)control who is asking questions
Q3) The three objectives of public relations provided by Baskin,Aronoff and Lattimore 1997 are to
A)create information,disseminate information,and monitor information
B)maintain positive opinion,neutralise hostile opinion and create opinion where there is none
C)make an image,monitor the image and modify the image
D)create information,modify images and neutralise hostile opinions
Q4) Social media has changed the principles on which public relations is based. A)True
B)False
Page 15
To view all questions and flashcards with answers, click on the resource link above.
Chapter 13: Knowledge Management and Decision Making
Available Study Resources on Quizplus for this Chatper
73 Verified Questions
73 Flashcards
Source URL: https://quizplus.com/quiz/51272
Sample Questions
Q1) What is the knowledge recorded in case-based reasoning?
A)Internal scripts
B)External scripts
C)Intrinsic scripts
D)Extrinsic scripts
Q2) The social structure in a community of practice
A)is focused on benefits to the community
B)builds relationships and encourages collective learning
C)affects its ability to achieve the common goal of the community
D)can lead to 'groupthink'
Q3) The difference between tacit knowledge and explicit knowledge is
A)the first is carried in the mind and is difficult to access while the second has been expressed and can be stored and passed on.
B)the first is common to everyone while the second is not
C)the first is theory while the second is technical
D)the first is literary while the second is not
Q4) The boundaries of a community of practice are less flexible than those of an organisational unit.
A)True
B)False
Page 16
To view all questions and flashcards with answers, click on the resource link above.
Chapter 14: Researching and Processing Information
Available Study Resources on Quizplus for this Chatper
75 Verified Questions
75 Flashcards
Source URL: https://quizplus.com/quiz/51273
Sample Questions
Q1) Identify five criteria you can use to evaluate the credibility of source information.
Q2) What is intellectual property? Give an example.What do you need to do to build your credibility as a researcher and writer?
Q3) Differentiate and provide examples of primary,secondary and tertiary sources of information? What information has to be evaluated?
Q4) Search engines identify individual web pages by
A)specific keywords
B)'finger prints'
C)secure locks
D)user names
Q5) Propositions are ideas on which you are going to base your research. A)True
B)False
Q6) Planning research includes having clear ideas about A)which indexes,abstracts and periodicals to use
B)which critical thinking skills and analysis techniques to use
C)topics and types of sources that may be useful
D)the value of general and specialised directories
To view all questions and flashcards with answers, click on the resource link above. Page 17
Chapter 15: Conducting Surveys and Questionnaires
Available Study Resources on Quizplus for this Chatper
73 Verified Questions
73 Flashcards
Source URL: https://quizplus.com/quiz/51274
Sample Questions
Q1) The order of questions in a survey
A)isn't important
B)can affect the respondent's motivation to complete it
C)can promote subjectivity
D)can motivate respondents
Q2) A stratified sample ensures every member of the population has an equal chance of being selected.
A)True
B)False
Q3) Focus groups are the most widely used information-gathering method when conducting surveys.
A)True
B)False
Q4) The different approaches of interviewers are unlikely to influence the responses of the respondent.
A)True
B)False
Q5) Discuss the advantages and disadvantages of interviews and questionnaires.Discuss examples of when each type of method may be most appropriate.
To view all questions and flashcards with answers, click on the resource link above. Page 18
Chapter 16: Critical Thinking,Argument,logic and Persuasion
Available Study Resources on Quizplus for this Chatper
74 Verified Questions
74 Flashcards
Source URL: https://quizplus.com/quiz/51275
Sample Questions
Q1) An unrepresentative sample causes problems because A)researchers may over-generalise their findings B)the research participants may not have withdrawn their consent C)the researchers may not appropriately represent the research D)the research may not be considered empirical
Q2) The purpose of balancing logic and emotion in academic works is to A)impress upon readers that a great amount of research has been done B)account for the socio-political needs of listeners or readers C)enhance the credibility of the speaker and capture the audience's attention D)emphasise the psychological needs of listeners and readers
Q3) The argument is deductive when the truth of the premises establishes the truth of the conclusion.
A)True
B)False
Q4) The process of deriving a conclusion is referred to as an assumption.
A)True
B)False
Q5) The premise may only be written as a purpose.
A)True
B)False
Page 19
To view all questions and flashcards with answers, click on the resource link above.
Chapter 17: Communicating Through Visuals
Available Study Resources on Quizplus for this Chatper
71 Verified Questions
71 Flashcards
Source URL: https://quizplus.com/quiz/51276
Sample Questions
Q1) A column or vertical bar graph is a graphic that uses vertical columns to show change over time or compare amounts\items.
A)True
B)False
Q2) Tables are only used to present specific,precise data,facts and figures.
A)True
B)False
Q3) Visual communication can be thought of as two intertwined parts of a process,i.e.
A)induction and deduction
B)the sender and the receiver
C)technology and communication
D)personality and visual organisation
Q4) Chart junk refers to
A)information that adds to the message being conveyed
B)any visual information that doesn't add to the meaning of the message
C)any visual component required to understand the negative message of the graphic
D)any visual component that adds to the aesthetic quality of the graphic
Q5) Compare five major types of graphics.
To view all questions and flashcards with answers, click on the resource link above. Page 20
Chapter 18: Oral Presentations and Public Speaking in the Professions
Available Study Resources on Quizplus for this Chatper
79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/51277
Sample Questions
Q1) Which options are approaches to public speaking?
A)Prepared and impromptu speeches
B)Manuscript and memorised speeches
C)Oral and team briefings
D)All of the above
Q2) A memorised speech is suited to short talks and is learnt and recalled.
A)True
B)False
Q3) Identify the differences between the five basic logical patterns of organisation for oral presentations.
Q4) What can be often be offensive in an oral presentation?
A)Anecdotes
B)Delivery style
C)Tone of voice
D)Humour
Q5) What is the most effective technique when answering an intimidating question?
A)Adopt the same attitude as the questioner
B)Use diplomacy and politeness
C)Avoid the questioner and invite others to participate
D)Advise the questioner that you are not taking further questions
To view all questions and flashcards with answers, click on the resource link above. Page 21
Chapter 19: Writing for the Professions
Available Study Resources on Quizplus for this Chatper
76 Verified Questions
76 Flashcards
Source URL: https://quizplus.com/quiz/51278
Sample Questions
Q1) Concrete language uses specific words that are easy to understand.
A)True
B)False
Q2) Describe two techniques that help to organise information into a paragraph.Identify three techniques that can be used to emphasise a point.
Q3) Inclusive language includes all readers,including those opposed to the argument.
A)True
B)False
Q4) Nouns help writers to avoid abstractions and keep sentences short,and encourage them to use concrete language.
A)True
B)False
Q5) All documents formal and informal should be created and written from the point of view of the writer.
A)True
B)False
Q6) Clichés are words that have been so overused they have lost meaning and impact.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 22
Chapter 20: Writing Correspondence,Emails and Short Reports
Available Study Resources on Quizplus for this Chatper
87 Verified Questions
87 Flashcards
Source URL: https://quizplus.com/quiz/51279
Sample Questions
Q1) What is the difference between the 'open style' and the 'mixed style' in punctuation for business letters?
A)Whether or not there is a comma after 'Yours sincerely'
B)Whether or not there is a comma after the salutation and the complimentary close
C)Whether or not there is a comma after 'Yours faithfully'
D)Whether or not there are commas throughout the body of the letter
Q2) The purpose of the AIDA formula in the order of information is
A)to catch the attention and interest of the reader and their desire and willingness to take action
B)to help readers' understanding and draw their attention to the writer
C)to inform the reader and request data from them
D)to appeal to the reader's values and create desire for a product or a service
Q3) Email is
A)the second most widely used application on the Internet
B)a system of transmitting messages from computer to computer
C)a record of correspondence
D)used only for informal communication
Q4) Name three objectives achieved by a memo.What are the four steps in preparing effective memos?
Page 23
To view all questions and flashcards with answers, click on the resource link above.
Chapter 21: Writing Long Reports
Available Study Resources on Quizplus for this Chatper
72 Verified Questions
72 Flashcards
Source URL: https://quizplus.com/quiz/51280
Sample Questions
Q1) The 'authorisation document' section of a long report should be included in
A)the front matter
B)the centre
C)the end matter
D)none of the above
Q2) One of the main reasons for editing is to clarify the report's purpose and focus.
A)True
B)False
Q3) What does the 'end matter' include?
A)Table of contents and executive summary
B)Headings and findings
C)The appendix,bibliography,index and glossary of terms after the body or text
D)Signature block and graphics
Q4) The letter of transmittal is the covering letter for the report.It should state who authorised the report,when it was authorised,and its purpose and scope.
A)True
B)False
To view all questions and flashcards with answers, click on the resource link above. Page 24
Chapter 22: Writing for the Web
Available Study Resources on Quizplus for this Chatper
72 Verified Questions
72 Flashcards
Source URL: https://quizplus.com/quiz/51281
Sample Questions
Q1) Which of the following would be required on a website page?
A)Title,author,keyword,date of publication,text
B)Heading,author,date of publication,text,contact details
C)Heading,meta-title,author,date of publication,text,contact details
D)Title,meta-title,meta-description,author,date of publication,category,summary,main text
Q2) Social bookmarking refers to
A)the creation of a site dedicated to listing links to relevant sites within a network
B)a group of friends sharing links with one another
C)creating tags and links that can be searched by keywords
D)creating links to interesting online books
Q3) Features of scannable text include
A)short words and sentences
B)a structured layout
C)lots of headings
D)few headings
Q4) Discuss the characteristics of good web writing.Draw on concepts discussed in Chapter 22.
Q5) Why is using the inverted pyramid appropriate for web writing?
To view all questions and flashcards with answers, click on the resource link above. Page 25
Chapter 23: Writing Reflective Journals
Available Study Resources on Quizplus for this Chatper
63 Verified Questions
63 Flashcards
Source URL: https://quizplus.com/quiz/51282
Sample Questions
Q1) What makes a 'good reflective journal entry'?
Q2) Writing about how angry you were after a meeting would not be appropriate in a professional reflective journal.
A)True
B)False
Q3) Professional reflective journals can become legal documents.
A)True
B)False
Q4) Entries should always be placed in chronological order.
A)True
B)False
Q5) Making connections between an event and previous experience occurs at which stage,according to the DIEP formula?
A)Describe
B)Interpret
C)Evaluate
D)Plan
Q6) You do not normally share a reflective journal.
A)True
B)False
Page 26
To view all questions and flashcards with answers, click on the resource link above.
Chapter 24: Academic Writing
Available Study Resources on Quizplus for this Chatper
59 Verified Questions
59 Flashcards
Source URL: https://quizplus.com/quiz/51283
Sample Questions
Q1) Academic writers
A)do not generally read and evaluate what others have said
B)do not generally seek to understand the main arguments being put forward
C)use their knowledge,insight and experiences fully in their writings
D)do not analyse ideas to verify or critique the existing body of knowledge
Q2) An argumentative essay requires
A)position,primary research and recommendation
B)statement of identification,explanation sequences and summary
C)thesis,different points of view,evidence,critical analysis and convincing conclusion
D)thesis,main point of view and supporting ideas
Q3) What does an effective argument do?
A)Describes and summarises the information
B)Demonstrates the relationship between sentences
C)Provides evidence and demonstrates a clear connection between the original premise and the conclusion
D)Convinces the reader by providing results from experiments
Q4) Discuss three ways to develop an argument in writing.
Q5) What is the difference between an argumentative essay and an expository essay?
Q6) How can you identify and avoid exaggeration in academic writing?
Page 27
To view all questions and flashcards with answers, click on the resource link above.
Chapter 25: The Job Search, Résumés and Interviews
Available Study Resources on Quizplus for this Chatper
78 Verified Questions
78 Flashcards
Source URL: https://quizplus.com/quiz/51284
Sample Questions
Q1) The purpose of a referee in a job application is to
A)persuade a potential employer to give you an interview and to speak about your specific skills relevant to the job on offer
B)have people who know you,and who are in a responsible position,support your claims about professional competence and experience
C)have someone speak positively about you,overestimating your good points and those parts of your experience which will particularly contribute to the vacant job
D)use a trusted third party who will speak to a potential employer on your behalf about what you can do and what you can't do
Q2) Language used in a résumé should be
A)active and direct
B)specific and inclusive
C)familiar to the audience
D)all of the above
Q3) Use synonyms wherever possible to increase your number of hits.
A)True
B)False
Q4) Compare the advantages and disadvantages of written and oral references.
To view all questions and flashcards with answers, click on the resource link above. Page 28