Organizational Communication Exam Solutions
Course Introduction
Organizational Communication explores the processes, structures, and functions of communication within various types of organizations. The course examines how effective communication influences organizational culture, leadership, teamwork, conflict resolution, decision-making, and the overall success of organizations. Students will analyze formal and informal communication networks, study the role of technology in workplace communication, and assess strategies for improving information flow across hierarchical and cultural boundaries. Practical case studies and real-world scenarios are used to develop skills in negotiation, presentation, and intergroup communication, preparing students for effective participation and leadership in professional environments.
Recommended Textbook
Essentials of Business Communication 7th Canadian Edition by Mary Ellen Guffey
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Page 2
Chapter 1: Career Success Begins With Communication Skills
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Sample Questions
Q1) The textbook defines ____________________ as "having sympathy for and appreciating beliefs and practices differing from our own."
Answer: tolerance
Q2) Because speech speed is so much faster than thought speed, speakers must be concerned about speaking slowly enough to be understood.
A)True
B)False
Answer: False
Q3) Stereotyping is the belief that one's own culture is superior.
A)True
B)False
Answer: False
Q4) When speaking with someone whose first language is not English, it is a good idea to speak more loudly than usual to help him or her understand.
A)True
B)False
Answer: False
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Chapter 2: Before You Write
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Q1) Even when the receiver of a message may be at fault and we may be justifiably upset or angry, using _________________ language in a message can help us achieve the outcome we desire.
Answer: courteous
Q2) Your text cites business writer Don Tapscott, who says that business writers frequently choose instant messaging as a channel because it allows for a faster response.
A)True
B)False
Answer: True
Q3) Business writing should be audience-oriented, purposeful, and as long as possible.
A)True
B)False
Answer: False
Q4) ____________ has become the communication channel of choice for corporate communicators.
Answer: E-mail
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4
Chapter 3: Writing and Revising
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Sample Questions
Q1) Thom takes care to revise and proofread all of the messages he sends. He decides to re-write the following sentence because it illustrates a writing error discussed in your text. What is the error? Your investment account will in all probability be re-activated in a timely manner.
A)jargon
B)run-on sentences
C)outdated lead-ins
D)wordy prepositional phrases
Answer: D
Q2) Thom wants to be sure that he presents his client with an impressive investment proposal. Which of the following does your text suggest that he should do when proofreading his proposal?
A)Check whether the ideas are clear and well-organized.
B)Ensure that sentences and paragraphs aren't too long.
C)Read the proposal from a print copy.
D)Profile the audience for the proposal.
Answer: C
Q3) Another name for the direct pattern is _______________.
Answer: frontloading
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Page 5
Chapter 4: E-Mails, Instant Messages, Memos
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Sample Questions
Q1) Using all capital letters when writing an e-mail is equivalent to shouting in a conversation.
A)True
B)False
Q2) Which of the following sentences would be the most effective opening in a request memo?
A)I am writing this memo to make a request for brochures.
B)Please send 150 copies of the new marketing brochure to the Accounting Department.
C)My name is Caitlin, and I work in the Accounting Department. We need to order some brochures.
D)According to the latest company newsletter, you have published a new marketing brochure.
Q3) Which of the following is an example of an internal electronic message as defined by your text?
A)an instant-message to a colleague
B)a fax to a government agency
C)a telephone call to a supplier
D)an e-mail to a customer
Q4) The rules of polite online interaction are known as _______________.
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Chapter 5: Letters
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Sample Questions
Q1) You need to send a message to a client that provides a detailed proposal for a project your company is bidding on. When you make a decision about whether to send an e-mail or a letter, which of the following might be the deciding factor in your decision?
A)Letters are longer.
B)Letters provide a more permanent record.
C)Letters are easier to write.
D)Letters are more direct.
Q2) Which opening is most appropriate for a simple claim letter?
A)On May 16 we received the shipment of motorcycle accessories that we ordered (Invoice No. 35-450021).
B)Please send me two full-face helmets to replace the two open-face helmets sent by mistake with my May 12 order of motorcycle accessories (Invoice No. 35-450021).
C)We've been long-time customers of The Motorcycle Mall, and generally we've been pleased with the service you've given us in the past.
D)I was extremely frustrated to find that you shipped the wrong helmets with my May 12 order. I don't know how a mistake like this could have happened.
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Page 7
Chapter 6: Persuasive Messages
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Sample Questions
Q1) A sales message from an auto retailer includes this statement: All 2012 models include Bluetooth connectivity, MP3/USB input, heated front seats, and steering wheel mounted audio controls. This is an example of a technique often used to get attention in sales messages. What is the technique called?
A)offer a testimonial
B)point out product features
C)offer facts
D)make a startling statement
Q2) A conversational tone is usually appropriate for unsolicited online sales letters.
A)True
B)False
Q3) When you want to overcome resistance and create desire in readers of your sales message, you should focus only on rational appeals.
A)True
B)False
Q4) The request for action should be placed in the ___________________ of a persuasive request message.
Q5) The ability to _______________ is an important skill in business.
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Chapter 7: Negative Messages
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Sample Questions
Q1) You need to write a bad news message that refuses a customer's request for confidential information that both federal law and company policy prohibit releasing to the public. According to the textbook, which sentence would be most appropriate?
A)Our company abides by federal legislation prohibiting the release of the information you requested.
B)I would be subject to a severe penalty if I were to send you the information you requested.
C)You should know that no company would release this kind of information.
D)I am very sorry that I cannot send you the information you requested. I know that you will be disappointed and I sincerely apologize.
Q2) How does your textbook define a buffer?
A)a writing strategy used to avoid liability
B)a writing strategy used to soften the blow of bad news
C)a writing technique used to promote resale of your products
D)a writing technique used in messages written using the direct strategy
Q3) The most important part of a bad-news message is the _____________________.
Q4) The ___________________ strategy is usually most effective for bad-news messages that must demonstrate determination and strength.
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Chapter 8: Informal Reports
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Sample Questions
Q1) Citing the sources of information is only necessary in formal reports.
A)True
B)False
Q2) Although reports may differ in many ways, they share a common purpose: to solve business problems.
A)True
B)False
Q3) After you meet with your boss the following week, you begin to gather data for your report. Which of the following statements is the best guide to help you decide what kind of data to collect and how to do so?
A)Company files and records will likely be unsatisfactory sources, because they do not normally contain verifiable facts.
B)The most effective sources are those that include verifiable facts and information.
C)You will avoid doing surveys or interviews because they are too time-consuming.
D)Your personal observations are not effective or relevant, since you cannot be objective.
Q4) Discussion of Findings is an example of a ____________________ heading.
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Chapter 9: Proposals and Formal Reports
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Sample Questions
Q1) Juliette tells Sylvia that she is considering creating a Facebook account. She thinks that people who link to her site may provide some insights about how to market her firm's legal services more effectively. Sylvia, however, is reluctant to agree. What ethical problem raised in the textbook may be causing Sylvia's reluctance?
A)People aren't usually honest on social network sites, so the information Juliette gets may be misleading.
B)Using a social networking site such as Facebook as a marketing tool without letting the audience know how the information will be used may be dishonest and manipulative.
C)Using a Facebook page to collect information would break federal laws.
D)Legal professionals should not profit from the private thoughts and opinions of the people who post their comments.
Q2) Informal proposals need to close with a request for approval or ______________________.
Q3) Business writers don't normally waste time writing unsolicited proposals. A)True B)False
Q4) Surveys, questionnaires, and interviews are examples of __________________ data.
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Page 11
Chapter 10: Communicating in Person: Professionalism, Etiquette, Teamwork and Meetings
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Sample Questions
Q1) If Karla and Morgan successfully work through the six steps for dealing with conflict described in the textbook, what will be the final step?
A)They will identify their individual interests and find common ground.
B)They will reach an understanding about what is fair.
C)They will both demonstrate that they care about their relationship.
D)They will show that they understand the other's point of view.
Q2) The way you pronounce words reflects your personality and your mood more than any other aspect of your voice.
A)True
B)False
Q3) Teams with members who come from _____________________ backgrounds, ethnicities, and cultures can often produce more innovative solutions than homogeneous teams.
Q4) If criticism is fair and accurate, agree and apologize, because the sooner you do so the more likely others will respect you.
A)True
B)False
Q5) _________________ typically develops during a meeting when people feel unheard or misunderstood.
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Chapter 11: Oral Presentations
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Sample Questions
Q1) You should preview your main points in the _______________________ of your presentation.
Q2) What should your first step be when preparing your presentation for the Gillespie Homes sales team?
A)collect the necessary information
B)analyze your audience
C)determine your purpose
D)decide what to wear
Q3) You are planning your presentation to the Gillespie Homes sales team and deciding how to conclude your presentation. Which of the following pieces of advice does your textbook offer?
A)Wrap up quickly; the faster you finish, the faster you can get off the stage.
B)Since the audience will remember the conclusion more than any other part of your speech, be sure that it is effective.
C)Don't use anecdotes or quotations in the conclusion; they should be used only in the opening to gain the audience's attention.
D)Avoid summarizing your main points and instead say something like, "Well, that's my presentation!" as a signal to the audience that you are finished.
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Chapter 12: The Job Search, Résumés, and Cover Letters
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Sample Questions
Q1) Sarah is writing the "Education" portion of her résumé. She follows the advice she remembers reading in Essentials of Business Communications, the text she used in the business communications course she took last year. Which of the following does she decide to do?
A)She includes her GPA but doesn't indicate that she calculated it using only courses in her major.
B)She lists relevant seminars and workshops as well as the colleges she attended.
C)She lists only the college where she is completing her diploma, although she took some of the courses at another college.
D)She lists all the college courses she has taken to give the employer a complete picture of her training.
Q2) A résumé that lists work history job by job, starting with the most recent position, has been prepared using the __________________ style.
Q3) In the closing of a cover letter, suggest reader benefits or review your strongest points while asking for a job.
A)True
B)False
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Page 14
Chapter 13: Interviews and Follow-Up
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Sample Questions
Q1) It is okay to initiate a handshake when you enter an interview. Doing so demonstrates confidence and professionalism.
A)True
B)False
Q2) Before an interview, you should prepare and practise "success stories" and find places to insert them during the interview.
A)True
B)False
Q3) When you submit employment applications, what kind of hiring/placement interview does your textbook say you are most likely to face?
A)stress interview
B)panel interview
C)one-on-one interview
D)sequential interview
Q4) During an interview, the candidate and the interviewer have the same goals: to minimize the faults and emphasize the strengths of the candidate.
A)True
B)False
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Page 15