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Chap 01_10e Indicate whether the statement is true or false. 1. Social media apps are considered disruptive technologies because they hinder our workplace productivity. a. True b. False 2. Items found on the Internet, such as news articles, photos, and music, are in the public domain and free to be used or shared. a. True b. False 3. E-mail is considered a leaner medium than face-to-face communication. a. True b. False 4. David, a payroll clerk, came up with an idea for processing payroll more efficiently and presented it to the Human Resources Department manager. This is an example of an upward flow of communication. a. True b. False 5. Today’s new communication technologies have made writing skills less important than in the past. a. True b. False 6. Communicators who intentionally obscure meaning with long sentences and difficult words are being unethical. a. True b. False 7. According to media richness theory, face-to-face conversations are the richest because they provide more helpful cues and allow for immediate feedback. a. True b. False 8. Melinda, a company department manager, frequently communicates via text messages with other department managers within the company. This is an example of an upward flow of communication. a. True b. False 9. Maxwell is sending an e-mail message to the Securities and Exchange Commission to ask about a specific Sarbanes-Oxley regulation. This is an example of internal communication. a. True b. False 10. E-commerce refers to mobile technology businesses. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 11. Ethical standards usually consist of convenience, personal goals, and company profits. a. True b. False 12. E-mail is rapidly becoming the preferred communication channel for online customer service. a. True b. False 13. External communication for routine purposes is likely to be handled via e-mail. a. True b. False 14. Managers can use the grapevine productively by sharing bad news as well as good news. a. True b. False 15. Backchannel communication refers to the conversations that occur prior to a meeting or presentation to aid in its planning. a. True b. False 16. Your comments on LinkedIn, Instagram, Facebook can help you build your professional brand. a. True b. False 17. Information flows through formal communication channels in three directions: downward, upward, and spiral. a. True b. False 18. Project-based teams are becoming a thing of the past as workers are dispersed in various locations. a. True b. False 19. Fake news refers to misinformation that comes from both accidental untruth and intentional untruth. a. True b. False 20. Internal communication includes sharing ideas and messages with superiors, coworkers, and subordinates. a. True b. False 21. Social presence is greater in asynchronous communication (e-mail, forum post) than in synchronous communication (live chat, IM). a. True b. False

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Chap 01_10e 22. To improve information flow, many of today's companies have decreased the number of operating units and managers, thereby shortening lines of communication. a. True b. False 23. A company’s CEO has developed a five-year strategic plan and will share it with all employees. This is an example of downward communication. a. True b. False 24. Flattened management hierarchies allow companies to react more quickly to market changes. a. True b. False 25. Sharing economy refers to full-time positions being divided over two employees working part-time. a. True b. False 26. The term information worker refers to an employee who is responsible for creating and maintaining company databases. a. True b. False 27. Diverse workforces are more likely to create the products that consumers demand. a. True b. False 28. One challenge posed by flatter organizations is that every employee must be a skilled communicator. a. True b. False 29. Future-proof occupations include those that involve data processing and operating machinery. a. True b. False 30. Digital nomads refer to workers who are unable to travel because they must be on site to troubleshoot company technology issues. a. True b. False

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Chap 01_10e Indicate the answer choice that best completes the statement or answers the question. 31. The impact of mobile technology and globalization on today’s workplace includes the need for communication skills to be adapted to various cultures, workers expected to be accessible 24/7, multinational companies adjusting their products to meet cultural tastes and practices, and ________. a. writing skills becoming less important b. an increasingly blurred line between work and leisure c. more employees working part time d. less frequent communication among coworkers 32. The radical transformation of today's workplace demands a well-trained workforce equipped with soft skills, which are sometimes also referred to as _______. a. cultural awareness b. diplomacy c. emotional intelligence d. academic intelligence 33. A free exchange of information helps organizations a. respond rapidly to changing markets. b. build employee morale. c. serve the public. d. do all of these (respond rapidly to changing markets, build employee morale, serve the public). 34. Social presence is defined as a. how extroverted a person is. b. how well a company uses social media for communication. c. the degree of “salience” (being there) between a sender and receiver using a communication medium. d. a person’s ability to get along with others. 35. Mina wants to use the communication medium with the highest social presence. Which of the following should she choose? a. E-mail b. Blog posting c. Discussion forum posting d. Live chat 36. Because your department has not reached its sales quota, your boss has asked you to change figures to show that sales were higher than they actually were. Which of the following questions is not important as you decide what to do? a. Is the action you are considering legal? b. Are there better alternatives? c. Would family, friends, or coworkers approve? d. What is the best channel of communication to use in responding to your boss?

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Chap 01_10e 37. Managers can use the grapevine productively by respecting employees' desire to know, acting promptly to correct misinformation, and ________. a. sharing only good news to keep employee morale high b. sharing both good and bad news c. decreasing the amount of information delivered through formal channels d. becoming an active part of the grapevine to spy on employees 38. "Flattening" of management hierarchies most directly refers to ________. a. fewer layers of managers separating decision makers from line workers b. employees being promoted to supervisory positions more quickly c. more managers overseeing decision making d. hiring freezes implemented to save money 39. Which of the following is an example of an informal organizational communication channel? a. A supervisor gives a performance appraisal to her subordinate. b. An employee suggests to his supervisor a way to increase productivity in his department. c. Research and development team members hold a virtual meeting to discuss ideas for future products. d. An employee starts a blog to share her personal work experiences, opinions, and observations. 40. Media richness most directly refers to ________. a. the cost of the communication channel b. the length of a written message c. the amount of helpful cues and immediate feedback a medium provides d. the level of the person who sends the message 41. The three basic functions of business communication are to ________. a. inform, entertain, and impress b. inform, persuade, and promote goodwill c. inform, persuade, and explain d. inform, instruct, and entertain 42. Which of the following is an example of downward communication in an organization? a. A business professor submits a conference report to her dean. b. Four accountants meet to discuss the quarterly financial reports. c. Members of a task force submit a progress report to the CEO. d. The CFO sends information about a new accounting regulation to employees in the accounting department.

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Chap 01_10e 43. Sensitive communicators know the difference between facts and opinions. Which of the following statements would be considered factual? a. Consumers are willing to pay more for a product if they believe that it was produced ethically under fairtrade standards. b. Social responsibility is a marketing tool to increase sales. c. Women have been limited by the corporate "glass ceiling." d. Women are starting businesses at two times the rate of men. 44. Which of the following statements about diversity in today's workplaces is most accurate? a. U.S. workplaces are becoming less diverse as baby boomers are retiring. b. More diverse teams are more likely to create the products that consumers demand. c. The gender gap is lowest in the science and engineering fields. d. Workplace diversity is less necessary because the economy has already become global. 45. Lucy works in an office that has nonterritorial workspaces. This is new to her, and she would like to display good open office etiquette. What should she do? a. Speak in a soft voice and wear headphones to cut down on noise. b. Try to get to the office first each morning so that she always gets the best desk. c. Engage in a lot of chitchat to get to know her coworkers better. d. Eavesdrop as often as possible to learn about the company culture. 46. Around-the-clock availability means that _______. a. you will be paid for working 24 hours a day, 7 days a week, 365 days a year b. you may be expected to answer questions or respond to a crisis, even if your regular work day is over c. all employees must work an equal number of hours d. employers will no longer grant paid vacation time 47. Gerard has recently begun working with a new group of people in his company to create new procedures for storing data. Once the new procedures are in place, the team will disband and members will be assigned to various other projects within the organization. This type of temporary formation is also known as _______. a. gigging b. contracting c. teaming d. sharing 48. Media with high social presence ________. a. involve written communication b. are personal and convey warmth c. are sent via Twitter or Facebook d. must have a large audience

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Chap 01_10e 49. Which of the following statements about writing skills is most accurate? a. Writing skills in today's workplace are an advantage, but they are not a necessity. b. Only the very top level of salaried employees need good writing skills. c. Having good writing skills can improve your chances for promotion and can result in higher earnings. d. Today's communication technologies have made writing obsolete. 50. Expected changes in globalization are most likely to result in _______. a. a reverse in globalization as trade barriers increase and economies shift back to being more localized b. increased global competition for high-end technology jobs c. decreased cross-border communication and connectivity d. fewer struggles over intellectual property 51. In which part of the globe do today's workers put in the longest hours on average? a. Japan b. Europe c. United States d. Middle East 52. In addition to possessing strong communication skills, today's workers must also be media savvy, which means ________. a. exercising good judgment when posting messages on the Internet and writing e-mails b. using effective marketing tools to promote a company's products and services c. increasing their computer programming skills d. connecting with large numbers of people on LinkedIn 53. Which of the following is an example of horizontal communication in an organization? a. Six marketing reps meet to discuss ideas for targeting new customers. b. An accounting clerk submits a progress report about a current project to her supervisor. c. An employee suggests to her supervisor a way to improve customer service. d. A supervisor sends an e-mail message to all division employees detailing the newest procedure for submitting expense claims. 54. Covering up incidents, abusing sick days, lying to a supervisor, taking credit for a colleague's ideas, and inflating grades on a résumé are examples of ________. a. breaking the law b. protecting your professional brand c. unethical actions d. workplace distrust

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Chap 01_10e 55. Our current sharing economy refers to _______. a. the division of one full-time position over two or more part-time employees b. businesses conducting marketing via both traditional and new media c. the rise of app-based platforms allowing consumers to share services such as rides and lodging d. employees working primarily remotely instead of reporting to an office 56. Today's employees should plan for lifelong learning and constant training, actively plan their own career paths, and ________. a. limit their use of technology b. count on employers to provide clearly defined working hours c. expect to receive predictable pay increases d. be willing to continually learn new skills 57. Virtual office refers to _______. a. a smartphone app that aids in completion of administrative tasks b. a workspace that is mobile and decentralized c. a brick-and-mortar building to which employees report to work d. a workplace environment requiring little to no interaction among employees 58. The synchronous digital interactions that run parallel to a meeting or presentation are called _______ communication. a. backchannel b. real-time c. disruptive d. presence 59. Which of the following statements about global competition is least accurate? a. Only medium and large companies compete globally. b. Many traditional U.S. companies generate more profit abroad than locally. c. If necessary, multinational companies should adjust their products to different palates. d. Successful communication in global markets requires developing new skills and attitudes. 60. Which of the following is an example of external organizational communication? a. An employee performance appraisal b. A brochure sent to a prospective customer c. A report recommending a change in company procedure d. An e-mail message to employees about an upcoming training seminar 61. Uber, Lyft, and Airbnb are considered disruptive technologies that are part of the _______ economy. a. smartphone b. rogue c. rental d. sharing Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 62. The “grapevine” is most accurately described as ________. a. frowned-upon water cooler discussions that impede productivity b. an informal channel of communication that carries organizationally relevant gossip c. an e-mail chain involving multiple people to make a decision d. an organizational newsletter detailing recent accomplishments 63. The most significant trends in today's dynamic workplace include global competition, team-based projects, flattened management hierarchies, disruptive technologies, and ________. a. fewer written messages b. more homogeneous workforces c. expectations of around-the-clock availability d. stricter dress codes 64. Which of the following statements about team-based management is least accurate? a. Many companies use cross-functional teams to empower employees and boost their involvement in decision making. b. When individuals on teams don't share the same background or training, working relationships can become strained. c. Some organizations form ad-hoc teams that solve particular problems and then disband once they have accomplished their objectives. d. Companies that use team-based management prefer to train employees in teamwork skills rather than hire new workers who already possess these skills. 65. Though globalization of our economy has been positive in many ways, one negative outcome has been _______. a. for many companies, higher profits abroad than at home b. the devastation of industries and regions manufacturing low-tech products c. the necessity of flexibility, cultural awareness, and patience d. advances in cross-border communication 66. Ethical business communicators strive to tell the truth, label opinions so that they are not confused with facts, are objective, communicate clearly, use inclusive language, and ________. a. ensure that communication flows upward, downward, and horizontally b. give credit when using the ideas of others c. encourage feedback d. choose appropriate channels of communication 67. Language is discriminatory when it ________. a. stereotypes, insults, or excludes people b. contains grammatical or mechanical errors c. lacks clarity and conciseness d. is not written in the reader’s first language

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Chap 01_10e 68. Which of the following statements about formal and informal communication channels is most accurate? a. All relevant organizational information should flow through formal communication channels. b. A free exchange of information within organizations should be avoided because it can lead to chaos. c. Managers should do everything possible to avoid grapevine communication within an organization. d. Companies should monitor social media sites to see what customers and others are saying about the company. 69. Achieving literacy in the digital age requires using multimedia applications, staying connected to people and knowledge via technology, using technology thoughtfully and professionally, and ________. a. ensuring that you have the latest-model phone or tablet b. facilitating more face-to-face meetings c. learning various computer programming languages d. thinking critically about new media 70. Which of the following is the first step in solving business problems competently? a. Gathering the necessary people together for a face-to-face meeting b. Generating feasible ideas for a solution c. Understanding the problem clearly d. Determining a deadline for implementing the solution 71. Thinking critically means ________. a. finding flaws in others' ideas b. going with your gut instinct c. being able to make decisions quickly d. having opinions that are backed by reason and evidence 72. Of the following media channels, which would be best for reducing ambiguity and decreasing the risk of miscommunication? a. A written report b. An e-mail message c. A face-to-face meeting d. A telephone call 73. Slack, Google Hangouts, and Cisco Spark are examples of _______. a. openly accessible social networks b. blogging platforms c. collaboration platforms d. tablet computers

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Chap 01_10e 74. _______ is rapidly becoming the preferred communication channel for online customer service. a. E-mail b. Live Web chat c. Texting d. Blogging 75. Kendra works largely from home but must occasionally go to her office for certain projects. There, she shares a communal office space rather than having her own desk and equipment. This trend is called _______. a. job sharing b. contracting c. coworking d. conferencing 76. Which of the following statements about laws is least accurate? a. People in accounting and finance should be aware of the Sarbanes-Oxley Act. b. Anything published on the Internet is in the public domain and can be used freely. c. Assume that anything produced privately after 1989 is copyrighted. d. The concept of fair use gives individuals limited rights to use copyrighted materials without requiring permission. 77. The term used to describe the overall impression you continue to build throughout your career is your “professional ________.” a. communication b. brand c. resume d. style 78. Which of the following is an example of an internal organizational communication? a. A tweet sent to a customer about a private sale that will take place tomorrow b. A Facebook page advertising a company's products c. A meeting of all department managers d. An annual report sent to company stockholders 79. The trend of employers providing variable spaces targeted to different employee needs and preferences —including sound-proof rooms for intense concentration, team spaces, standing desks, and technology-free lounges—is known as _______. a. offering a palette of places b. coworking c. physical tailoring d. teleworking

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Chap 01_10e 80. Bert is CEO of an organization with many layers in the chain of command. He is looking for ways to reduce these layers so that he can communicate more directly with the first-line employees. What organizational communication barrier is he trying to overcome? a. Lack of trust between management and employees b. Long lines of communication c. Closed communication climate d. Ego involvement 81. In an era of fake news, you must develop the ability to accurately evaluate new information. An untruth that has been knowingly and intentionally shared as such is considered _______. a. misinformation b. disinformation c. information literacy d. decision information 82. Which of the following statements comparing oral and written communication is most accurate? a. Written communication provides a permanent record only if it is sent as a hard copy, printed message. b. Written messages do not require as much thought as oral messages. c. One advantage of oral communication such as a face-to-face meeting is that it allows for immediate feedback. d. Oral communication is preferred when presenting formal or complex ideas. 83. A ________ is a website that allows multiple users to create and edit pages collaboratively. a. blog b. wiki c. podcast d. toolbox 84. Which of the following statements about today's work environments is most accurate? a. The "anytime, anywhere" office means that employees work fewer hours. b. "Co-working" requires employees having to be in the office at the same time. c. Traditional offices do not contain flexible workspaces. d. Working from home or on the road makes communication skills even more important. 85. When faced with an ethical dilemma, what is the first question you should ask? a. What would my family, friends, and coworkers think? b. Would I take this action if I were on the opposite side? c. Is the action I am considering legal? d. Would a trusted advisor agree with this action?

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Chap 01_10e 86. Melinda was recently hired as manager of a small retail establishment. She immediately noticed that employees seem afraid to speak with her. She wants her employees to feel comfortable coming to her about anything. What organizational communication barrier is she trying to overcome? a. Lack of trust between management and employees b. Top-heavy organizational structure c. Turf wars d. Lack of communication skills 87. To improve communication and to compete more effectively, many of today’s companies have ________. a. eliminated the grapevine b. restructured and reengineered themselves into smaller operating units and work teams c. discouraged free-flowing communication d. increased the number of levels in the communication chain 88. Which of the following statements about communicating in today’s workplace is most accurate? a. Today's emphasis on teams means more face-to-face communication and less writing. b. Communication typically flows one way: from businesses to consumers. c. Writing skills are more important today than ever because online media requires more writing, not less. d. Increasing numbers of workers are enjoying more defined working hours. 89. Which of the following is an example of upward communication in an organization? a. Three administrative assistants meet to discuss possible software upgrades. b. A department manager sends a text message to his employees about a new overtime policy. c. A warehouse worker suggests to his boss a way to improve employee morale. d. The CEO sends an e-mail message to all employees inviting them to a company picnic. 90. Daniel must handle a complex organizational issue. Which of the following media would be least effective for this purpose? a. Videoconference b. E-mail message c. Telephone conversation d. Face-to-face meeting Enter the appropriate word(s) to complete the statement. 91. Fill in the blank in the following sentence: Workplace __________________, which includes differences in ethnicity, age, and gender, is important because it is likely to result in the products that consumers demand.

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Chap 01_10e 92. Fill in the blank in the following sentence: _______________ richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient. 93. Fill in the blank in the following sentence: Media with high _____________ presence convey warmth and are personal. 94. Fill in the blank in the following sentence: _____________ communication includes exchanging ideas and messages with superiors, coworkers, and subordinates. 95. Fill in the blank in the following sentence: Information among workers typically flows through formal channels in three directions: downward, upward, and _________________. 96. Fill in the blank in the following sentence: New platforms that predominantly function via smartphone apps, such as Uber and Airbnb, have given rise to the _____________ economy. 97. Fill in the blank in the following sentence: The ____________________ is an informal channel of communication that carries organizationally relevant gossip and functions through social relationships. 98. Fill in the blank in the following sentence: _________________ news refers to the many types of misinformation (accidental untruth) and disinformation (intentional untruth) that is shared publicly via some media channels today.

99. Fill in the blank in the following sentence: ________________ English laws require businesses to write policies, warranties, and contracts in language comprehensible to average readers.

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Chap 01_10e 100. Fill in the blank in the following sentence: The soft skills required for success in today's workplaces are sometimes also called ________________ intelligence.

101. Fill in the blank in the following sentence: Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees. 102. Fill in the blank in the following sentence: The sector of the labor market relying on free agents hired on a project basis or doing other short-term, independent work is known as the ___________________ economy.

103. Fill in the blank in the following sentence: ____________________ language does not discriminate against individuals or groups on the basis of their sex, ethnicity, disability, race, sexual orientation, or age. 104. Fill in the blank in the following sentence: In business, the synchronous digital interactions that run in the background parallel to a meeting or presentation are called the ___________________. 105. Fill in the blank in the following sentence: ____________________ refers to the conventional standards of right and wrong that prescribe what people should do. 106. Fill in the blank in the following sentence: Ethical communicators give ___________________ to others' ideas by referring to originators' names within the text and/or documenting sources. 107. Fill in the blank in the following sentence: Ethical business communicators are objective when they recognize their own ______________ and strive to keep them from distorting a message. Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 108. Fill in the blank in the following sentence: ________________ communication includes exchanging ideas and messages with customers, suppliers, the government, and the public. 109. Fill in the blank in the following sentence: Knowledge or information workers engage in mind work and are paid for their education and ability to ________. 110. Fill in the blank in the following sentence: Achieving literacy in the digital age means thinking critically about new ________________.

111. Explain media richness theory and give an example of a rich medium and a lean medium.

112. Identify and describe the three directions that information flows within organizations and discuss strategies for improving communication within each.

113. Describe five trends occurring in today's dynamic workplace and discuss how communication skills are related to those changes.

114. Identify and discuss the skills necessary to achieve digital age literacy. Why are these skills so important today in ensuring your continued professional success?

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Chap 01_10e 115. Discuss the importance of workplace ethics, including examples of (a) guidelines for ethical behavior and (b) questions to ask yourself when faced with ethical dilemmas.

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Chap 01_10e Answer Key 1. False 2. False 3. True 4. True 5. False 6. True 7. True 8. False 9. False 10. False 11. False 12. False 13. True 14. True 15. False 16. True 17. False 18. False 19. True 20. True 21. False 22. True 23. True 24. True 25. False 26. False

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Chap 01_10e 27. True 28. True 29. False 30. False 31. b 32. c 33. d 34. c 35. d 36. d 37. b 38. a 39. d 40. c 41. b 42. d 43. d 44. b 45. a 46. b 47. c 48. b 49. c 50. b 51. c 52. a 53. a 54. c Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 55. c 56. d 57. b 58. a 59. a 60. b 61. d 62. b 63. c 64. d 65. b 66. b 67. a 68. d 69. d 70. c 71. d 72. c 73. c 74. b 75. c 76. b 77. b 78. c 79. a 80. b 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 01_10e 83. b 84. d 85. c 86. a 87. b 88. c 89. c 90. b 91. diversity 92. Media 93. social 94. Internal 95. horizontally 96. sharing 97. grapevine 98. Fake 99. Plain 100. emotional 101. downward 102. gig 103. Inclusive 104. backchannel 105. Ethics 106. credit 107. biases 108. External 109. learn 110. media

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Chap 01_10e 111. Student answers will vary. Media richness theory attempts to classify media in organizations according to how much clarifying information they are able to convey from a sender to a recipient. The more helpful cues and immediate feedback the medium provides, the richer it is. The richest media are face-to-face conversations and meetings. The leanest media are newsletters, flyers, bulletins, and posters. 112. Student answers will vary. Information flows formally in organizations in three ways: Downward flow: Information flowing downward generally moves from decision makers, including the CEO and managers, through the chain of command to workers. This information includes job plans, policies, procedures, and feedback about employee performance. Today’s managers recognize the importance of letting workers know how well the company is doing and what new projects are planned and can do this through a variety of channels including announcements, meetings, podcasts, and videos. Upward flow: Information flowing upward provides feedback from nonmanagement employees to management. This information includes such items as progress reports and suggestions. Today, many companies are improving upward communication through (a) hiring communication coaches to train employees, (b) asking employees to report customer complaints, (c) encouraging regular meetings with staff, (d) providing a trusting, nonthreatening environment in which employees can comfortably share their observations and ideas with management, and (e) offering incentive programs that encourage employees to collect and share valuable feedback. Horizontal flow: Lateral channels transmit information horizontally among workers at the same level. These channels enable individuals to coordinate tasks, share information, solve problems, and resolve conflicts. Today, many companies are engaging in the following efforts to improve horizontal communication: (a) training employees in teamwork and communication techniques, (b) establishing reward systems based on team achievement rather than individual achievement, and (c) encouraging full participation in team functions.

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Chap 01_10e 113. Students will select five of the following and answers will vary. Social media and changing communication technologies: To use new communication technologies, including social media, the Internet, e-mail, instant messaging, text messaging, voice mail, telephony, smartphones, powerful laptop computers and tablets, satellite communications, wireless networking, teleconferencing, videoconferencing, blogs, wikis, and presence technology effectively, skilled business communicators must develop a tool kit of new communication skills including how to select the best communication channel, how to use each channel safely and effectively, and how to incorporate the latest technologies and search tools efficiently. "Anytime, anywhere": 24/7/365 availability offices: As you rise on the career ladder, you may be expected to work long hours without extra compensation and be available practically anytime and anywhere, should a crisis strike at work. In many industries information workers are expected to remain tethered to their workplaces with laptops, tablets, and smartphones around the clock and on weekends. The global marketplace and competition: Successful communication in global markets requires developing new skills and attitudes. These include cultural knowledge and sensitivity, flexibility, and patience. If necessary, multinational companies even adjust their products to different palates. Shrinking management layers: Today's flatter organizations require that every employee be a skilled communicator. Frontline employees, as well as managers, participate in critical thinking and decision making. Nearly everyone is a writer and a communicator. Collaborative environment and teaming: When companies form cross-functional teams, individuals must work together and share information. These employees must develop strong interpersonal, negotiation, and collaboration skills. Growing workforce diversity: Business communicators must be able to interact with many coworkers who differ from them in race, ethnicity, gender, age, and many other ways. Virtual and nonterritorial offices: Working in open offices, having flexible working arrangements, telecommuting, and being a member of virtual teams all require the need for even stronger communication skills. Staying connected involves sending messages, most of which are written, meaning that one's writing skills are constantly on display.

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Chap 01_10e 114. Student answers will vary and should touch on some or all of the following points. To achieve literacy in the digital age means not only using multimedia applications and snazzy late-model gadgets but also thinking critically about new media, especially during an era of fake news. It means using technology thoughtfully and in a professional manner to achieve success in a hyperconnected world. The twenty-first-century economy depends mainly on information and knowledge; in fact, the data that humans create and copy annually in the “digital universe” is doubling every 12 months. This exponential growth of knowledge is expected to continue and accelerate, making the ability to learn and analyze key to success. 115. Student answers will vary. Ethics refers to conventional standards of right and wrong that prescribe what people should do. Dealing honestly with colleagues and customers develops trust and builds strong relationships, especially important in today's business environments. Guidelines for ethical behavior include abiding by the law, telling the truth, labeling opinions, being objective, communicating clearly, using inclusive language, and giving credit. Questions to ask yourself when faced with ethical dilemmas at work include: Is the action legal? Would I do this if I were on the opposite side? Can I rule out a better alternative? Would a trusted advisor agree? Would family, friends, employer, or coworkers approve?

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Chap 02_10e Indicate whether the statement is true or false. 1. Asking close-ended questions can help you identify key factors in a discussion. a. True b. False 2. Teams should strive for groupthink so that they can make decisions more quickly. a. True b. False 3. The appearance of a business report, memo, or e-mail can send nonverbal messages to the reader. a. True b. False 4. To avoid collaborative overload, most models of future organizations include individuals—not teams— functioning as the primary performance units. a. True b. False 5. Maria, a banking executive, gives a job candidate a detailed interview and a walking tour of the facility. By sharing her time in this way, she is sending a positive nonverbal message. a. True b. False 6. During a group discussion, we are more likely to retain more information as listeners. a. True b. False 7. Rather than focusing on formal rules of behavior, business etiquette is more about attitude, which includes showing consideration, courtesy, and respect. a. True b. False 8. When developing a meeting agenda, it is important to lengthen the list of topics so that participants will see that the meeting is important. a. True b. False 9. Most of us listen at about 75 percent efficiency. a. True b. False 10. A meeting is not an effective choice of communication tool if your sole purpose is to share information. a. True b. False

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Chap 02_10e 11. The final stage of team development is norming. a. True b. False 12. Soft skills such as listening, writing, and speaking are most likely to determine hiring and career success. a. True b. False 13. Generally, teams are able to make better decisions than individuals. a. True b. False 14. A method of group decision making where group members bargain and negotiate to reach a middle ground is known as consensus. a. True b. False 15. Directly confronting team conflict can be effective as long as it is task oriented. a. True b. False 16. Awareness of gender differences can help you become a more sensitive and knowledgeable listener. a. True b. False 17. Eye contact has the same in meaning in all cultures. a. True b. False 18. An effective meeting agenda should not include a proposed allotment of time for each topic because it can limit the discussion and therefore productivity. a. True b. False 19. Virtual meetings are an effective tool for training new employees. a. True b. False 20. Eye contact, facial expressions, body movements, space, time, distance, and appearance are all examples of nonverbal communication. a. True b. False 21. Diversity is an important component of successful teams. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 22. The use of examples and simple language are important in virtual meetings to optimize understanding in the absence of facial expressions. a. True b. False 23. As meeting leader, Benjamin should always begin on time, even if some participants have not yet arrived. a. True b. False 24. Jessica’s team is experiencing considerable conflict and tension as they get used to working with one another. They are most likely in the forming phase of team development. a. True b. False 25. Minimizing speakerphone use and avoiding the use of heavy perfumes or colognes are examples of respecting coworkers' space. a. True b. False 26. When verbal and nonverbal messages conflict, the audience is likely to place more emphasis and credibility on the verbal aspect (the words spoken). a. True b. False 27. Alexis is listening to her colleague and must judge and evaluate what he is saying. She is listening to decide whether her colleague's message is fact, fiction, or opinion. Sharon is engaging in discriminative listening. a. True b. False 28. When determining what to wear to an interview, it is acceptable to call ahead and ask the interviewer or receptionist what is appropriate for that organization. a. True b. False 29. When following the six-step pattern for dealing with conflict, the first thing you should do is to look for common ground. a. True b. False 30. Oral and written communication skills, listening proficiency, nonverbal behavior, and etiquette expertise are all examples of soft skills. a. True b. False

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Chap 02_10e Indicate the answer choice that best completes the statement or answers the question. 31. One potential downside of teamwork is the possibility of _______ resulting from constant interaction, which can inflate workloads and cause employees to fall behind. a. close-ended discussions b. groupthink c. matrixed teams d. collaborative overload 32. Businesses form teams because teams make better decisions, respond faster, and _______. a. demonstrate increased productivity b. are proficient in using technology c. are able to avoid conflict d. are used extensively in every culture 33. Lindsay is planning a meeting to develop a new procedure for handling employee grievances. How many participants should she invite? a. At least one representing each of the company's 16 departments b. All employees so that no one feels excluded c. Five or fewer d. Ten or fewer 34. Etiquette expertise, effective nonverbal messages, and oral communication skills are all examples of _______. a. soft skills b. hard skills c. workplace challenges d. skill gaps 35. Peter was just hired as an accounting assistant and wants to make a good impression in his new position. What should he do when listening to his supervisor? a. Don't ask questions because doing so may make him look ignorant. b. Show his interest by leaning forward and striving for good eye contact. c. Answer his cell phone if it rings to show that he is an effective multitasker. d. Rely on his memory for the details rather than take notes to show how sharp he is. 36. Alfonso has been invited to attend his first sales meeting and wants to be an active and productive member from the very beginning. Which of the following should he do to make a good impression? a. Keep his smartphone on so that he doesn't miss an important call during the meeting. b. Come prepared to the meeting by doing any preliminary work required. c. Keep his comments and questions limited to his own personal sales numbers. d. Wait to share his views after the meeting so that the meeting can move along efficiently.

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Chap 02_10e 37. Which of the following is a typical ground rule for virtual meetings? a. Providing a detailed agenda b. Limiting the meeting participant list c. Asking participants not to multitask during the meeting d. Ending the meeting with a recap of action items 38. Which of the following is not a form of nonverbal communication? a. The appearance of a business document b. Showing up late for a job interview c. The adjectives used in a sales letter d. Raising one's voice when angry or frustrated 39. You decide to arrange chairs informally in a circle for a meeting you are facilitating. What nonverbal message are you hoping to send to the meeting participants? a. That you are encouraging an open, egalitarian exchange of ideas b. That you prefer to be separated from others c. That you are trying to limit discussion d. That people will be working in pairs during the meeting 40. Brent will be leading a committee meeting and wants to make sure it is effective and efficient. What should Brent do to get the meeting started? a. Wait until all participants arrive before beginning the meeting. b. Give a quick recap to anyone who arrives late. c. Go over ground rules at the beginning of the meeting. d. Limit each topic to five minutes. 41. During a meeting Matthew and Jennifer get into an argument about how to prepare a proposal. What is the first step they should take to try to resolve this conflict? a. Look for common ground. b. Understand the other's point of view. c. Listen carefully to make sure they understand the problem. d. Show concern for the relationship. 42. People trained in listening to customers ______. a. give few, if any, verbal responses b. interrupt frequently to share their knowledge c. try to understand the nuances of meanings plus the facts d. focus primarily on facts and specific bits of information

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Chap 02_10e 43. When a speaker's nonverbal cues contradict the verbal message, responding with statements like I'm not sure I understand or Please tell me more about ... are ways to _______. a. express disapproval b. reduce conflict c. probe for more information d. take control of the conversation 44. What is the most accurate statement about workplace teams? a. Team members are less resistant to change if they are part of the decision making. b. Decisions reached by teams usually get less buy-in than decisions reached individually. c. Effective teams often take longer to solve problems. d. Team members experience greater individual risk. 45. Which of the following statements about manners and business etiquette is most accurate? a. Good manners and professional demeanor are hard skills that employers value in employees. b. Because you aren't born with the ability to be courteous, civil, and professional, learning these skills is difficult. c. Employers are more likely to hire and promote someone who is courteous and professional. d. You should never express disagreement with a coworker. 46. Morgan has just been appointed to a task force and wants to be an effective team member. Which of the following should she do? a. Ignore members who are being silent to show respect for them. b. Discuss her personal achievements in great detail to establish her credibility. c. Share her ideas with other team members, even if they might not be adopted. d. Bring a list of ground rules she has established to the first meeting. 47. Which of the following statements about meeting agendas is most accurate? a. An agenda of meeting topics should be distributed at least ten days before the meeting. b. An agenda should include as many items as necessary to accomplish your purpose. c. An agenda should not include an allotment of time for each agenda item because doing so can make a meeting too regimented. d. An agenda should include any premeeting preparation expected of participants. 48. Did the manager show you the proposed office renovation plan? is an example of a(n) ________ question. a. open-ended b. close-ended c. leading d. clarifying

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Chap 02_10e 49. Khalida is responsible for planning a virtual meeting with participants on three different continents. Prior to the meeting, she should make sure the technology being used is accessible to all participants, distribute materials that will be discussed, and ________. a. determine the time of day most convenient for her b. determine whether any participants may need coaching on the technology c. encourage participants to log in two to three minutes before the meeting time d. set the meeting time for her geographic time zone 50. Riley is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills was he most likely taught that will make him a better listener? a. Mentally criticize grammar, voice, tone, and speaking style to get a better sense of what the customer is like. b. Tune out what the customer is saying if you already know the answer.. c. Remain silent for a few seconds after a customer finishes to be sure the thought is completed. d. Because listening is automatic, divide your attention among two or more tasks to be more productive. 51. Experts say that we ignore, forget, distort, or misunderstand _______ of everything we hear. a. less than 10 percent b. 25 to 50 percent c. 50 to 75 percent d. over 75 percent 52. The most effective groups and teams have members who are willing to _______. a. establish rules and abide by those rules b. do everything necessary to avoid conflict c. keep their opinions to themselves d. let the group leader make the decisions 53. To operate ethically, teams should represent the organization's view, respect its privileged information, and ________. a. avoid advocating actions that would negatively affect members of society b. keep company profit and revenue as their primary focus c. discuss opinions and problems outside of formal team meetings d. limit team size to five or fewer members 54. A team of top-level executives is rewriting the company's bylaws. Because this decision will have far-reaching and long-term effects, members want to have the most creative, high-quality discussion possible. What group decision-making method should they use? a. Majority b. Consensus c. Authority rule with discussion d. Averaging

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Chap 02_10e 55. Renzo uses his computer to access an online meeting room where he takes part in meetings with his department members. In this meeting room, participants are able to present PowerPoint slides and Word documents, share spreadsheets, demonstrate products, visit Web pages, and use a white board. Renzo and his colleagues are using what type of collaboration technology? a. Audioconferencing b. Web conferencing c. Instant messaging d. Blogging 56. Select the most accurate statement about meetings. a. Most people regard meetings as favorable and productive. b. Meetings should be viewed as opportunities to demonstrate leadership, communication, and problemsolving skills. c. Employees at the management level generally attend fewer meetings than workers at lower levels in an organization. d. Meetings are an excellent way to communicate information that does not require immediate feedback. 57. Frederick manages the Human Resources Department for his company. The due dates for payroll reports will be changing slightly, and he needs to communicate this information to all company managers. Allan should _______. a. send an e-mail or text message to inform the management staff b. prepare an agenda and call a meeting c. consult key people to help him decide whether to call a meeting d. use the grapevine to convey the message 58. Which is the most accurate statement about nonverbal communication? a. All nonverbal communication is unintentional. b. Nonverbal communication refers only to body language. c. A nonverbal message is always accompanied by spoken words. d. Nonverbal messages in some situations speak louder than the words spoken. 59. Sincerely striving to understand others’ viewpoints, also known as _______ listening, is the most effective form of listening. a. critical b. discriminative c. empathetic d. inquisitive 60. Which of the following has resulted from the prominence of virtual teams? a. The amount of face-to-face contact has increased. b. Work is increasingly viewed as what you do rather than a place you go. c. Workplace diversity has decreased. d. Workers have to spend more time at the office.

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Chap 02_10e 61. Effective teams avoid groupthink by striving for team diversity, encouraging open discussion, and ________. a. avoiding discussions about implementation b. not demanding a quick decision c. forming teams largely of older employees d. collecting and evaluating only information that supports their opinions 62. A working group was formed to rewrite the company’s mission statement. The members have been meeting for quite some time. They are extremely loyal to one another and have figured out how to solve any conflicts that might arise. Information is flowing freely, they are happy with their results, and they will soon meet the deadline set by management. What phase of team development are they experiencing? a. Forming b. Storming c. Norming d. Performing 63. Malcolm is part of a team developing a new smartphone app to track traffic patterns. Because team members are located throughout the country, they don't meet in person. Instead, they use communication technology to collaborate on the project. Because members use technology to stay connected, Malcolm is part of a _______. a. departmental team b. cross-functional team c. virtual team d. self-directed team 64. For an upcoming team progress meeting, Sarah wants to optimize discussion by asking open-ended questions. Which of the following is an example of such a question? a. Will one additional meeting be sufficient to resolve the remaining few issues? b. Are we ready to have the marketing team review our progress so far? c. What are some steps we can take to ensure our continued success on the project? d. Is Tuesday or Thursday best for our next meeting? 65. Which of the following zones of personal interaction suggests a distance of 1 1/2 to 4 feet when interacting with coworkers? a. Intimate zone b. Personal zone c. Social zone d. Public zone 66. Dean's supervisor is providing detailed information about how to proceed with a new project. To retain the most information and show his seriousness about understanding the task, Dean should _______. a. interrupt at each point that he has a question b. share his own ideas for a better approach to the project c. ask the supervisor to follow up with an e-mail repeating the information d. take selective notes during the conversation Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 67. Gwen is leading a meeting and wants to make sure that they stick to the agenda and end on time. What should she do to move the meeting along? a. Say as much as possible during the meeting. b. Move divergent topics to a separate list to be discussed later. c. Not worry so much about time; the most important thing is to make sure that all agenda items are discussed fully. d. Ask anyone who monopolizes the conversation to leave. 68. Positive nonverbal messages include all but which of the following? a. Expressing warmth with frequent smiles b. Producing careful, neat, professional, well-organized messages c. Responding rapidly even though the message may have a few errors d. Conveying self-confidence with erect posture 69. Richard is attending an important board meeting with his colleagues to discuss future plans for the company. Many ideas are being presented, and Richard is carefully judging and evaluating what he is hearing. He is also listening to decide whether the speaker’s message is fact, fiction, or opinion. Richard is engaging in _______. a. discriminative listening b. critical listening c. lag time d. supportive listening 70. The physical zones of privacy in which we feel comfortable with others relate to which external element of the communication process? a. Time b. Space c. Territory d. Appearance 71. Elizabeth spends a lot of time listening to her colleagues during meetings. Because she must remember what they say, she is always careful to identify main ideas and recognize the purpose of their messages. Elizabeth is engaging in _______. a. discriminative listening b. critical listening c. lag time d. supportive listening 72. An interview committee must decide which interviewee to hire as the company’s new project manager. Committee members have decided to vote and then hire the candidate receiving the most votes. What method for reaching group decisions is this team using? a. Majority b. Consensus c. Authority rule with discussion d. Averaging Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 73. Which of the following is an example of a so-called "soft" skill? a. Working well as part of a team b. Knowing how to prepare financial statements c. Having experience using various software packages d. Being able to analyze marketing data 74. Select the most accurate statement about eye contact. a. Communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes. b. Nonverbal cues, including eye contact, have identical meanings in most cultures. c. Sustained eye contact signifies fear or stress. d. Eye contact cannot be learned; it's an innate trait. 75. A task force charged with reducing overhead costs meets to define their roles and responsibilities and develop ways to reach the group's goals. Tension is fairly high among group members. The team is in the _______ phase of team development. a. forming b. storming c. norming d. performing 76. Michela will be taking charge of her first virtual meeting. What should she do to make sure all participants are collaborating successfully during the meeting? a. Use complex language to get her points across. b. Project an upbeat, enthusiastic, strong voice. c. Do most of the talking to reduce confusion. d. Ask leading questions such as "Does everyone agree?" to keep the meeting moving along. 77. Which of the following statements about listening is most accurate? a. Listening is a hard skill that can determine hiring and career success. b. Three quarters of high-quality communication involves listening. c. Everyone knows how to listen because listening is an automatic response to noise. d. Listening skills become less important as one moves up the career ladder. 78. Katelyn is in charge of a department meeting, and two of her colleagues are in conflict about a specific issue. What should Katelyn do? a. Make both employees leave the meeting until they can calm down. b. Send both employees to counseling. c. Encourage each to make a complete case while group members give their full attention. d. Have both employees move to a corner so that the rest can continue the meeting.

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Chap 02_10e 79. Building trust and interest by logging in early and greeting others as they join in is a good way for meeting facilitators to do which of the following? a. Establish ground rules for the meeting b. Manage turn-taking c. Limit the number of meeting participants d. Humanize virtual meetings 80. To foster team collaboration rather than competition, members should have a genuine interest in achieving team goals rather than individual recognition, contribute ideas and feedback unselfishly, and ________. a. evaluate each individual team member's contributions on a weekly or monthly basis b. monitor team progress, including both what's going right and what's going wrong c. leave ground rules undefined to allow for flexibility d. rotate the role of team leader 81. Typical ground rules for meetings include communicating openly, being supportive, listening carefully, participating fully, following the agenda, and ________. a. limiting the number of questions each person will ask b. confronting conflict frankly c. allowing cell phone use for multitasking d. inviting guests from other departments 82. Which of the following statements about time and space is the most accurate? a. Arriving late to a meeting shows that you are an important, busy person. b. Punctuality is valued and respected all over the world. c. How we structure and use time tells observers about our personality and attitudes. d. Generally, the more formal the arrangement of furniture in an office or meeting room, the more open the communication environment. 83. Which of the following statements most closely reflects an attitude of etiquette? a. People must treat others nicely in order to keep their jobs. b. Most people don't mind rudeness or poor manners because they know that work is demanding. c. A list of rules of etiquette posted in a workplace would be offensive to most people. d. Most of us like to work in a pleasant environment where people feel comfortable and valued. 84. Marco has been appointed team leader of a committee that will develop a new process for submitting expense claims. He wants to ensure that his team avoids groupthink. What should he do? a. Choose team members with similar backgrounds. b. Develop systematic procedures for the team to follow. c. Demand that his team make decisions quickly. d. Make sure his team knows what outcomes he favors.

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Chap 02_10e 85. Can you please explain more about ...? is an example of a(n) ________ question. a. judgmental b. close-ended c. clarifying d. conversational 86. In office conversations, which of the following topics is wise to avoid? a. Your salary or personal finances b. Problems with your health c. Your personal relationships d. All of the above 87. Which of the following statements about conflict is most accurate? a. Conflict is a normal part of every workplace and every team. b. Even when managed properly, conflict decreases group cohesiveness and increases tensions. c. Conflict should be avoided because it destroys morale and reduces productivity. d. When team conflict arises, it should be ignored rather than confronted. 88. Employees who have job tasks spread out across multiple teams and don’t always work with the same people or report to the same manager are working as part of _______ teams. a. ad hoc b. matrixed c. gig d. hyperconnected 89. Which of the following is the most accurate statement about your workplace appearance and attire? a. When building your workplace wardrobe, buy as many outfits as possible. b. Casual dress policies have led to reduced productivity and lax behavior in some workplaces. c. If you're competent, it doesn't matter what you wear. d. To make yourself stand out in the workplace, wear flashy garments and clunky jewelry. 90. Which of the following statements about facial expressions and posture is the most accurate? a. Most people can control their facial expressions well enough to control the nonverbal messages they send. b. Standing up straight sends a message of confidence, competence, diligence, and strength. c. Words carry more weight than facial expressions and posture. d. Leaning toward a speaker suggests confrontation. Enter the appropriate word(s) to complete the statement. 91. Fill in the blank in the following sentence: A face-to-face meeting provides the greatest number of __________________ cues and other signals that help us interpret the intended meaning of words. Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 92. Fill in the blank in the following sentence: Rephrasing and summarizing a speaker's message in your own words is called __________. 93. Fill in the blank in the following sentence: A written message that is presented sloppily (containing poor quality printing or misalignment, for example) conveys negative ________________ messages about its content and its sender. 94. Fill in the blank in the following sentence: Our __________________, such as leaning toward a speaker or sitting upright during an interview, can convey much about us—from self-confidence to shyness. 95. Fill in the blank in the following sentence: Conflicting noises and conversations are examples of ________________ distractions that you should try to block out in order to listen effectively.

96. Fill in the blank in the following sentence: According to the zones of social interaction, North Americans are generally comfortable with only close friends and family standing within 1 1/2 feet from them; this amount of space is called the _________________ zone.

97. Fill in the blank in the following sentence: ____________________ skills include competencies such as listening proficiency, nonverbal behavior, and etiquette expertise. 98. Fill in the blank in the following sentence: __________________ overload, or constant team interaction, sometimes results in workload inflation and dips in workplace performance. 99. Fill in the blank in the following sentence: During the ____________________ stage of team development, members define their roles and responsibilities, decide how to reach their goals, and iron out the rules governing how they interact. Unfortunately, this stage often produces conflict. Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 100. Fill in the blank in the following sentence: A meeting ____________________, which is distributed in advance of a meeting, lists date and place of the meeting, start time and end time, topics to be discussed, time allocated to each topic, and any premeeting preparation expected of participants. 101. Fill in the blank in the following sentence: ____________________ meetings are real-time gatherings of dispersed participants who connect with communication technology. 102. Fill in the blank in the following sentence: ____________________ involves a desire to show others consideration and respect and to make them comfortable. 103. Fill in the blank in the following sentence: _______________ rage and cyberbullying are examples of workplace incivility. 104. Fill in the blank in the following sentence: ____________ listening enables you to judge and evaluate what you are hearing. You will be listening to decide whether the speaker’s message is fact, fiction, or opinion. You will also be listening to decide whether an argument is based on logic or emotion. 105. Fill in the blank in the following sentence: Meetings are a gathering of employees to pool information, solicit feedback, clarify policy, seek consensus, and _________________ (two words). 106. Fill in the blank in the following sentence: Use ____________________ time, the extra time you have between the speaker's ideas, to review what the speaker is saying. 107. Fill in the blank in the following sentence: ____________________ skills, such as the ability to prepare an income statement or a spreadsheet, refer to the technical skills in your field. 108. Fill in the blank in the following sentence: ____________________ describes faulty decision-making processes by team members who are overly eager to agree with one another. 109. Fill in the blank in the following sentence: Teams may reach a decision by ____________________, which requires that discussion continues until all members have aired their opinions and, ultimately, agree. Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 110. Fill in the blank in the following sentence: ___________ listening is necessary when you must discern, understand, and remember. It means you must identify main ideas, understand a logical argument, and recognize the purpose of the message 111. Define the term etiquette. Then identify and explain five ways that you can exhibit etiquette in the workplace.

112. Face-to-face and virtual meetings are both prevalent in today's workplaces. Compare and contrast strategies for facilitating and/or participating in each type of meeting, citing at least three similarities and three differences and their importance.

113. Describe three forms of nonverbal communication and give a workplace example of each.

114. List three types of workplace listening, and provide three tips for effectiveness in each category.

115. Identify five characteristics of successful teams and explain the importance of each.

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Chap 02_10e Answer Key 1. True 2. False 3. True 4. False 5. True 6. False 7. True 8. False 9. False 10. True 11. False 12. True 13. True 14. False 15. True 16. True 17. False 18. False 19. True 20. True 21. True 22. True 23. True 24. False 25. True 26. False

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Chap 02_10e 27. False 28. True 29. False 30. True 31. d 32. a 33. c 34. a 35. b 36. b 37. c 38. c 39. a 40. c 41. c 42. c 43. c 44. a 45. c 46. c 47. d 48. b 49. b 50. c 51. c 52. a 53. a 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 55. b 56. b 57. a 58. d 59. c 60. b 61. b 62. d 63. c 64. c 65. b 66. d 67. b 68. c 69. b 70. c 71. a 72. a 73. a 74. a 75. b 76. b 77. b 78. c 79. d 80. b 81. b 82. c Copyright Cengage Learning. Powered by Cognero.

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Chap 02_10e 83. d 84. b 85. c 86. c 87. a 88. b 89. b 90. b 91. nonverbal 92. paraphrasing 93. nonverbal 94. posture 95. external 96. intimate 97. Soft 98. Collaborative 99. storming 100. agenda 101. Virtual 102. Etiquette 103. Desk 104. Critical 105. solve problems 106. lag 107. Hard 108. Groupthink 109. consensus 110. Discriminative

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Chap 02_10e 111. Student answers will vary. Etiquette is more about attitude than about formal rules of behavior. It involves a desire to show others consideration and respect as well as make them comfortable. To show polished social competencies at work, you should use polite words, express sincere appreciation and praise, be selective in sharing personal information, not put people down, respect coworkers' space, rise above rudeness, be considerate when sharing space and equipment with others, choose the high road in conflict, and disagree agreeably. 112. Answers will vary. Student responses may include: Similarities: 1) In a physical meeting, you would never make a phone call and ‘check out’ from the meeting. So in a virtual meeting, you shouldn’t press mute and respond to your emails, killing any potential for lively discussion, shared laughter and creativity. 2) Humanizing meetings (being a good host) is necessary for both types. Facilitators should build camaraderie and trust, leaving time for small talk to establish a warm environment. 3) For both types of meetings, a detailed agenda—distributed with enough time to allow participants to plan—is key to meeting success. 4) Multitasking should be discouraged in both types of meetings. That means avoiding texting and checking e-mail. Differences: 1) For virtual meetings, it is important to ensure that participants have been trained on the communication technology. 2) For virtual meetings not involving video, participants should identify themselves before speaking to build rapport, optimize understanding, and reach decisions. 3) Whenever possible, the use of video in virtual meetings can help to mirror the richness of in-person meetings.

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Chap 02_10e 113. Students will choose three of the following and answers will vary. Eye contact: The eyes have been called the "windows to the soul," and communicators consider the eyes to be the most accurate predictor of a speaker's true feelings and attitudes. Good eye contact enables the message sender to determine whether a receiver is paying attention, showing respect, responding favorably, or feeling distress. From the receiver's perspective, good eye contact reveals the speaker's sincerity, confidence, and truthfulness. During a business meeting, for instance, employees should maintain eye contact with a supervisor to convey respect and to show that they are paying attention. Facial expressions: The expression on a communicator's face can be almost as revealing of emotion as the eyes. Researchers estimate that the human face can display over 250,000 different expressions. In the workplace an employee must pay careful attention to a customer's facial expression to better understand the customer's response. Posture and gestures: An individual's general posture can convey anything from high status and self-confidence to shyness and submissiveness. Posture can also communicate such things as attraction, interest, fear, distrust, anxiety, or disgust. Gestures can also communicate entire thoughts via simple movements. For example, in an interview the job candidate should use an upright posture to indicate confidence. Time: How we structure and use time tell observers about our personality and attitudes. For example, an employee who consistently arrives a few minutes late for work shows the employer a lack of commitment to the organization. Space: How we arrange things in the space around us tells something about ourselves and our objectives. For example, employees who keep their work areas well-organized and clean show professionalism. Territory: Each of us has certain areas that we feel are our own territory, and we all maintain zones of privacy in which we feel comfortable. For example, a supervisor who conducts meetings with individual employees by sitting behind a desk with the employee seated at the other side of the desk indicates a desire for distance and formality. Appearance of business documents: The way a letter, memo, e-mail message, report, or other business document looks can have either a positive or a negative effect on the receiver. For example, a hastily written message containing writing errors may make the writer appear unprofessional and may also create an unclear message for the reader. Appearance of people: The way you lookyour clothing, grooming, and posturecommunicates an instant nonverbal message about you. For this reason, job candidates are encouraged to dress professionally for all job interviews.

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Chap 02_10e 114. Student answers will vary. Listening to supervisors: To focus totally on the speaker, be sure you are not distracted by noisy surroundings or other tasks. Don't take phone calls, and don't try to complete another job while listening with one ear. Show your interest by leaning forward and striving for good eye contact. Take notes. Don't rely on your memory. Don't interrupt. When the speaker finishes, paraphrase the instructions in your own words. Ask pertinent questions in a nonthreatening manner. Avoid criticizing or arguing when you are listening to a supervisor. Listening to colleagues: When listening critically, try to decide whether the speaker’s message is fact, fiction, or opinion. Listen to decide whether an argument is based on logic or emotion. Remain objective, particularly when you disagree with what you are hearing. Control your tendency to prejudge. Let the speaker complete the message before you evaluate it. When listening discriminatively, try to discern, understand, and remember. Identify main ideas, understand a logical argument, and recognize the purpose of the message. Listening to customers: Defer judgment; listen for the customer’s feelings and assess the situation. Pay the most attention to content, not to appearances, form, or other surface issues. Listen completely, trying to really understand every nuance. Listen primarily for the main idea, and avoid replying to everything, especially sidetracking issues. Do one thing at a time, realizing that listening is a full-time job. Control your anger and refuse to fight fire with fire. Remain silent for a few seconds after speakers finish to let them complete their thoughts. Give affirming statements and invite additional comments.

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Chap 02_10e 115. Students will select five of the following and answers will vary. Stay small and embrace diversity: For most functions the best teams range from 2 to 25 members, although 4 or 5 is optimal for many projects. Smaller-sized teams make interaction and decision-making more effective. When team members are made up of people who differ in gender, age, social background, training, and experience, more creative and innovative decisions can be made. Agree on purpose: An effective team begins with a purpose and all members understand that purpose. Working from a general purpose to specific goals typically requires a huge investment of time and effort. Meaningful discussions about the team's purpose can motivate team members to "buy into" the project. Agree on procedures: The best teams develop procedures to guide them and continually evaluate those procedures to ensure they are moving toward their goals. They set up intermediate goals with deadlines. They assign roles and tasks, requiring all members to contribute equivalent amounts of real work. They decide how they will reach decisions. Confront conflict: Successful teams acknowledge conflict and address the root of the problem openly by using conflict resolution techniques. Direct confrontation saves time and enhances team commitment in the long run. Conflict can be constructive when it is task oriented, not person oriented. Communicate effectively: The best teams exchange information and contribute ideas freely in an informal environment. Team members speak clearly and concisely, avoiding generalities. They encourage feedback. Listeners become actively involved, read body language, and ask clarifying questions before responding. Tactful, constructive disagreement is encouraged. Collaborate rather than compete: Effective team members are genuinely interested in achieving team goals instead of receiving individual recognition; therefore, they celebrate individual and team accomplishments. They contribute ideas and feedback unselfishly. They monitor team progress, including what's going right, what's going wrong, and what to do about it. Acceptance of ethical responsibilities: Teams, as a whole, have ethical responsibilities to their members, to their larger organizations, and to society. Members have a number of specific responsibilities to each other They also have a responsibility to represent the organization's view and respect its privileged information. Shared leadership: Effective teams often have no formal leader. Instead, leadership rotates to those with the appropriate expertise as the team evolves and moves from one phase to another. This approach can achieve buy-in to team decisions, boost morale, and create fewer hurt feelings and less resentment.

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Chap 03_10e Indicate whether the statement is true or false. 1. Saving face is a primary motivational factor in high-context cultures such as those in Asia and the Middle East. a. True b. False 2. Learning more about the powerful effect that culture has on behavior will help you reduce friction and misunderstanding in your dealings with people from other cultures. a. True b. False 3. Members of high-context cultures are more likely to be logical, analytical, and action oriented. a. True b. False 4. Brooke, who works for a U.S. company, has just been assigned to manage the company's division in Vietnam. She should emphasize team-based projects and group decision making with her new employees. a. True b. False 5. The rules, values, and attitudes of culture are inherent; that is, we are born with them. a. True b. False 6. Time is a dimension that is perceived the same across cultures. a. True b. False 7. In low-power-distance countries, subordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships. a. True b. False 8. Ildiko is a low-context communicator. She is likely to value membership in organizations, groups, and teams. a. True b. False 9. A stereotype, which is an oversimplified behavioral pattern applied uncritically to groups, is always false. a. True b. False 10. When Americans conduct business abroad, they should always adopt the ethical standards of the foreign country as a sign of respect. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 11. Nonverbal behavior, such as using the "thumbs up" hand gesture, is universal, conveying the same meaning in all cultures. a. True b. False 12. Closely studying your own culture is one way to better understand and accept the values and behaviors of other cultures. a. True b. False 13. Adjusting your writing style and tone for intercultural written communication does not apply to numbers, which are formatted the same throughout the world. a. True b. False 14. Glass ceiling refers to an invisible barrier of attitudes, prejudices, and old boy networks blocking them from reaching important corporate positions. a. True b. False 15. Diversity positively impacts work teams, but consumers are not impacted by an organization's diversity. a. True b. False 16. One benefit of workplace diversity is less government regulatory action. a. True b. False 17. The number of foreign-born persons in the United States is decreasing. a. True b. False 18. Globally, ethical codes of conduct are becoming more sophisticated and accessible. a. True b. False 19. Chip was hired as a sales rep for a multinational company and will be selling computer products around the world. He should learn and use the metric system. a. True b. False 20. When discussing cultures, we should avoid making any generalizations. a. True b. False

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Chap 03_10e 21. Yung is a high-context communicator. He is likely to use spiral logic when thinking and making decisions. a. True b. False 22. The term global village most closely refers to small communities in underdeveloped countries. a. True b. False 23. The term digital nationalism refers to the global differences in Internet and social media use caused by government influence in certain countries. a. True b. False 24. McDonald's in India substituting vegetarian options for beef and pork on its menu is an example of localizing offerings to match a market's preferences and habits. a. True b. False 25. Social media are not effective intercultural communication tools because they only reinforce cultural differences. a. True b. False 26. The U.S.-Mexico-Canada Agreement (USMCA) (f.k.a. NAFTA) promotes open trade globally.

a. True b. False 27. Ethnocentrism, which involves the belief that one's own race is superior to others, is a natural attitude inherent in all cultures. a. True b. False 28. One of your colleagues admires silence and considers it a key to success. Your colleague is most likely American. a. True b. False 29. Jennifer's family always celebrates Christmas with decorated tree and stockings hung on the fireplace. These holiday decorations are visible symbols of Jennifer's cultural background. a. True b. False

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Chap 03_10e 30. Business communicators in low-context cultures, such as the United States and Germany, assume that messages must be explicit; communicators rely exclusively on the written or spoken word.

a. True b. False Indicate the answer choice that best completes the statement or answers the question. 31. Which of the following is an invisible sign of culture? a. An attorney wears a conservative suit to court. b. Christopher believes that adults need to be responsible for their actions. c. On their anniversary Matthew takes his wife to dinner. d. At every department meeting, the manager sits at the head of the conference table. 32. Communicators in low-context cultures _______. a. often imply conclusions rather than directly stating them b. tend to be logical, analytical, and action oriented c. tend to be intuitive and contemplative d. emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting 33. According to some intercultural experts, the most important attitude in achieving intercultural competence is ________. a. descriptiveness b. supportiveness c. nonjudgmentalism d. ethnocentrism 34. Businesspeople from which country are most likely to speak using extravagant or poetic figures of speech? a. Canada b. United States c. Brazil d. Germany 35. An example of a country with a high-context culture is _______. a. Germany b. Japan c. Scandinavia d. U.S.

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Chap 03_10e 36. Steven is an analytical, action-oriented person and places great value on business messages that are objective, professional, and efficient. He is most likely part of a(n) ____ culture. a. low-context b. spiral logic c. high-context d. intuitive 37. Which of the following statements about the middle class in emerging economies is accurate? a. By 2030, two-thirds of the world’s middle class will reside in the United States. b. The middle class is the fastest growing segment of the global income distribution and is the main driver of demand in the global economy. c. Many countries such as China and India have become more suspicious of foreign investment and free trade. d. The manufacturing sector in the U.S. continues to thrive. 38. _______ refers to the use of concrete and specific feedback when referring to elements of other cultures. a. Labeling b. Complimenting c. Descriptiveness d. Supportiveness 39. Social media are amplifiers, which means that they tend to ________. a. make extroverts more introverted b. make introverts more extroverted c. make extroverts more extroverted and introverts more introverted d. allow people to feel more socially accepted 40. Which of the following statements about power distance is most accurate? a. The Power Distance Index measures how people in different societies relate to more powerful individuals. b. In Asian cultures people are more relaxed about social status and the appearance of power. c. Perceptions of power are individual and generally not culture driven. d. In high-power-distance cultures, subordinates see themselves as equal to their supervisors. 41. Caroline is writing a business letter to a German client. What should she do as she prepares the letter? a. Use jargon to introduce the client to U.S. culture. b. Use longer sentences and paragraphs to make her letter look more formal. c. Use words that have several meanings. d. Observe the receiver's title and rank.

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Chap 03_10e 42. During business negotiations, which group of individuals is most likely to place more emphasis on the surrounding context than on the actual words? a. Germans b. Americans c. Canadians d. Japanese 43. What is the best advice for an American businessperson who is traveling to Sweden on business? a. Wait until you finish a complete explanation, no matter how long it is, before requesting feedback. b. Be wary of smiling because it can be misinterpreted in some cultures. c. Follow up oral negotiations and agreements in writing. d. If your Swedish colleague is having trouble finishing a sentence, show consideration by finishing it for him or her. 44. U.S. businesses and those of other countries are seeking to expand around the world for many reasons, including the passage of favorable trade agreements, growing numbers of middle-class consumers in emerging nations, and ________. a. increasing sales growth in their home countries b. advances in transportation c. limited communication technologies d. growing domestic markets 45. An example of a country that has a low-context culture is _______. a. the United States b. Saudi Arabia c. China d. Japan 46. Members of high-context cultures often go to great lengths to avoid saying no directly. This is an example of the focus they place on _______. a. being right b. group decision making c. saving face d. ethnocentrism 47. Which of the following trade agreements expands free trade among Canada, the United States, and Mexico? a. General Agreement on Tariffs and Trade (GATT) b. World Trade Organization (WTO) c. European Free Trade Association (EFTA) d. U.S.-Mexico-Canada Agreement (USMCA) ((f.k.a North American Free Trade Agreement (NAFTA))

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Chap 03_10e 48. To succeed in today’s interdependent global village, multinational companies try to negotiate two seemingly opposite approaches based on their target demographic: introducing new products in new territories and _______. a. slowly removing a territory's outmoded but beloved products b. localizing their product offerings to match each market c. saturating markets with products representative of all countries and cultures d. lowering prices in all markets to generate sales 49. Which of the following statements most accurately describes diversity in the workplace? a. A diverse staff tends to have difficulties reading trends and responding to customers in local and world markets. b. Teams made up of diverse members are better equipped than homogeneous teams to create products that diverse consumers want. c. Diversity in the workplace often leads to lower productivity and worse employee morale. d. Teams with diverse members often find it more difficult than homogeneous teams to solve problems. 50. A businessperson from the United States was introduced to the president of a company in another country, and the businessperson immediately began treating the president as their equal. The president might be particularly offended if they are from which country? a. Japan b. United States c. Canada d. Brazil 51. Remaining silent while a nonnative-speaking coworker struggles to express an idea in English is an example of showing _______. a. superiority b. ethnocentrism c. prejudice d. tolerance 52. An oversimplified behavioral pattern applied uncritically to groups of people is called a(n) _______. a. stereotype. b. prejudice. c. prototype. d. ethnocentrism. 53. Which of the following statements about saving face is most accurate? a. Members of low-context cultures are indirect and go to great lengths to avoid giving offense by saying no. b. People in low-context cultures are extremely concerned with saving face. c. Face refers to the image a person holds in the social network. d. In business transactions around the world, economic factors are the primary motivators of people.

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Chap 03_10e 54. By tradition, businesspeople in the United States typically place a high value on _______. a. group membership b. individual action and personal responsibility c. being able to avoid saying "no" d. relying on context and feelings when making decisions 55. Jackson will be attending a professional conference in Vietnam. What should he do to try to enhance oral communication with his colleagues? a. Assume that his colleagues will speak English well because it is so widely used around the world. b. Learn how to speak Vietnamese fluently. c. Assume that a yes, a nod, or a smile indicates comprehension. d. Listen without interrupting. 56. Dale recently completed diversity training. Which of the following was he most likely taught during the training? a. If you work hard enough at it, you can talk about cultures without using mental categories, representations, and generalizations to describe groups. b. Unfounded generalizations about people and cultures can lead to bias and prejudice. c. Today the word stereotype has a positive meaning. d. Because they are fixed and rigid, stereotypes are always entirely false. 57. The belief that one's own race is superior is known as ________. a. prototyping b. stereotyping c. ethnocentrism d. prejudice 58. By tradition, Asian businesspeople typically place a high value on _______. a. group decision making b. individual achievements c. direct verbal interaction d. initiative and self-assertion 59. Favorable trade agreements ________. a. are causing markets to shrink b. do not apply to third-world countries c. are a passing trend d. significantly open global markets to imports and exports 60. Select the most accurate statement about culture. a. Cultural understanding comes only from examining and living within other cultures. b. Cultural attitudes are not learned until adulthood. c. Culture is not something we can be taught; it's something we possess at birth. d. Cultural rules of behavior learned from your family and society are conditioned from early childhood. Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 61. Which of the following is the most accurate statement about social networking among cultures? a. Social networking tends to make introverts more extroverted. b. In real life and online, we instinctively tend to gravitate toward people who seem similar to us. c. The majority of networking experts agree that social media offer limited intercultural engagement. d. Online environments make social presence and interpersonal contact easier for all people. 62. Communicators in high-context cultures _______. a. are more likely to be intuitive and contemplative b. assume that listeners know very little and must be told practically everything c. tend to be logical, analytical, and action oriented d. pay attention to only the spoken or written words 63. Jake is working for a global consulting firm and will be writing letters to intercultural audiences around the world. What is the best advice you can give him? a. Always use a direct approach to make your letters as clear as possible. b. Use your own format and style so that all your letters are consistent. c. Send letters to lower-ranking employees to avoid offending higher-ranking employees. d. Replace two-word verbs such as put off with clear single words such as delay. 64. Julia was born and raised in the United States. Because she has been taught that it is best to be direct when speaking in the workplace, Julia expects her Vietnamese coworkers to share her belief. Julia’s misconception is the result of ________. a. tolerance b. stereotyping c. ethnocentrism d. prototyping 65. When faced with an intercultural ethical dilemma, you should ask yourself if the action is legal, if you can rule out a better alternative, if a trusted advisor would agree, and ________. a. if there is money to be made b. how your decision will benefit your company c. if you would do it if you were on the opposite side d. if religious beliefs are involved 66. Which of the following statements about tolerance is most accurate? a. To improve tolerance, one must practice empathy. b. If a nonnative speaker is struggling to express an idea in English, Americans should help by finishing the sentence for the speaker. c. In Asian cultures, people deliberately avoid silence because it can show disrespect. d. To show empathy, one must work to become fluent in other languages.

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Chap 03_10e 67. Emma runs a small business and wants to improve communication among her increasingly diverse staff. Which of the following should she do? a. Consider having employees take part in diversity awareness training. b. Encourage employees to think alike so that conflicts can be avoided. c. Expect conformity from her employees. d. Assume that her employees will adapt to her primary culture. 68. Which of the following U.S. laws is a tool in the domestic anticorruption battle, forbidding off-the-book bribes? a. Sarbanes-Oxley Act of 2002 b. Foreign Corrupt Practices Act of 1977 c. USA Patriot Act of 2001 d. Personal Responsibility and Work Opportunity Act of 1996 69. The expression cultures are inherently logical most closely means that ________. a. knowing one's own cultural norms is all each person is responsible for b. nearly all serious rules and values originate in deep-seated beliefs c. physical appearances, such as clothing and hair, are not influenced by cultural norms d. it is illogical to think that you would have similarities to someone from a different culture 70. Jing-Ying places great value on the posture, voice inflection, gestures, and facial expressions of employees within the workplace. She is most likely part of a(n) ____ culture. a. low-context b. linear logic c. high-context d. analytical 71. In conversation with a Korean businessperson who speaks English fairly well, Meaghan discovers that much of what she has just said was not understood by the Korean. In continuing the conversation, Meaghan should _______. a. speak more slowly and loudly. b. discontinue the conversation until an interpreter can be found. c. keep a stern, unsmiling face to show she's serious about the conversation. d. accept blame for the misunderstanding and use simpler language. 72. Brianna would like to become more culturally competent. Which of the following should she do? a. Begin to think of herself as a product of her culture. b. Adopt an attitude of ethnocentrism. c. Limit her environments to reinforce her understanding of her own culture. d. Work to understand others' cultures fully and ignore her own.

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Chap 03_10e 73. Which of the following statements is most accurate about our global economy? a. Recent trade skirmishes over tariffs have forced the once-global economy into being more localized. b. Many familiar U.S chains are now operating overseas. c. Learning more about the powerful effect culture has on behavior will be possible only if you travel abroad. d. There is no way to avoid increased misunderstandings and tensions in your dealings with people who are not like you. 74. Select the least accurate statement about culture. a. Culture is the basis for how we tell the world who we are and what we believe. b. Culture can be both visible and invisible. c. The rules in any culture are inherently logical. d. Because cultural norms are so deep-seated, they almost never change. 75. Which of the following statements about time orientation across cultures is most accurate? a. North Americans generally correlate time with productivity, efficiency, and money. b. South Americans generally see keeping people waiting as rude and unprofessional. c. Asians generally are punctual and rush decisions to be more productive. d. Most cultures generally perceive time as limited in the workplace and therefore are punctual. 76. The term "highly clean" to describe a country refers to _______. a. its pollution standard index b. perceptions of corruption as seen by businesspeople, risk analysts, and the general public c. its aesthetic ranking in terms of beauty d. its law enforcement policies 77. Leonard will be traveling on business to a country where he knows bribes are a normal part of business. Which of the following is the best advice for Leonard? a. Because the Foreign Corrupt Practices Act of 1977 applies only to U.S. companies, Leonard can legally pay bribes to international companies to obtain business. b. Leonard should offer nonmonetary benefits, such as additional customer service, in lieu of paying bribes. c. Paying bribes is just a normal cost of doing business, and Leonard will be able to include the bribes he pays on his expense report. d. So that Leonard's company can remain competitive globally, Leonard should pay any bribe requested. 78. Which of the following is the most accurate statement about the globalization of markets? a. Although market borders are blurring, it is still easy to determine the nationality of companies. b. Many U.S. companies with famous brands are now controlled by global enterprises. c. Doing business beyond borders is common only for U.S. companies. d. Because many companies are multinational, cultural differences are not as important.

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Chap 03_10e 79. Which of the following statements about intercultural ethics is most accurate? a. Very few companies that are active in global markets have codes of ethics. b. The United States is the least corruptible country worldwide. c. Many companies require their employees to take ethics training programs. d. Because we now live in a global economy, ethics is not an issue when doing business globally. 80. Mental representations based on general characteristics and open to new definitions when describing cultures are called ________. a. stereotypes b. prejudices c. prototypes d. ethnocentrism 81. Sam, a human resources representative, is developing a training program for company leaders to prepare them for the company's global expansion. Which of the following should he stress in the training to aim for acknowledging different cultural values while also emphasizing moral initiative? a. Clear definitions of good ethics and bad ethics b. The importance of seeing a business transaction through at all costs, even if it violates the company's core values c. The use of legalistic strategies over ethical considerations d. Alternatives to government payoffs, such as nonmonetary public service benefits or technical expertise 82. Which of the following U.S. laws prohibits payments to foreign officials for the purpose of obtaining or retaining business? a. Sarbanes-Oxley Act of 2002 b. Foreign Corrupt Practices Act of 1977 c. USA Patriot Act of 2001 d. Personal Responsibility and Work Opportunity Act of 1996 83. Which of the following represents the most effective phrasing to include in an e-mail message confirming a meeting with a visitor from another country? a. Are you still available for the meeting on 5/15? b. Please get back to me ASAP to confirm our meeting. c. Looping back around to make sure you're still coming May 15 at 3:30 our time. d. We look forward to meeting you at our office on May 15 at 3:30 Pacific Standard Time. 84. Many of the world's industrialized countries have formally agreed to a new global treaty that bans the practice of bribery of foreign government officials. What organization promoted this treaty? a. Central Intelligence Agency b. World Trade Organization c. Organization for Economic Cooperation and Development d. Ministry of Industry and Trade

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Chap 03_10e 85. Gayle will be traveling to Thailand on business and wants to demonstrate intercultural competence while there. What is the best advice you can give her? a. Provide judgmental feedback rather than descriptive feedback. b. Take the lead when interacting with businesspeople from other cultures. c. Show supportiveness with head nods, eye contact, facial expressions, and physical proximity. d. Use gestures often and freely to attempt to communicate nonverbally. 86. The invisible barrier of attitudes and prejudices perceived to block women from reaching important corporate positions has been called the ________. a. gender gap b. glass ceiling c. diversity challenge d. power struggle 87. Which of the following is advised for citing numbers when writing to businesspeople in other cultures? a. Write all numbers in word form. b. Use figures to express the month of the year. c. Convert dollar figures into local currency. d. Minimize references to numbers to avoid confusion. 88. Which of the following statements about gender differences in communication is accurate? a. Women tend to have more attentive eye contact than men. b. Women tend to make more expansive gestures than men. c. Women tend to focus more on the big picture rather than details. d. Women tend to make more "I" statements, whereas men make more "we" statements. 89. Businesspeople from which country are most likely to be uncomfortable with silence and impatient with delays? a. Mexico b. United States c. Saudi Arabia d. Japan 90. Which of the following terms refers to individuals whose gender identity is flexible and shifting? a. Transgender b. Gender nonbinary c. Gender nonconforming d. Gender fluid Enter the appropriate word(s) to complete the statement. 91. Fill in the blank in the following sentence: To make decisions that acknowledge different cultural values but also emphasize moral initiative, we should avoid _______ strategies which focus on legally safe but ethically questionable tactics. Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 92. Fill in the blank in the following sentence: Communicators in ________ -context cultures, such as those in North America, Scandinavia, and Germany, tend to be logical, analytical, and action oriented. They stress clearly articulated messages that they consider to be objective, professional, and efficient. 93. Fill in the blank in the following sentence: ________ may be defined as the complex system of values, traits, morals, and customs shared by a society. 94. Fill in the blank in the following sentence: High-context communicators tend to use ________ logic to reach conclusions. That is, they circle around a topic indirectly and look at it from many tangential or divergent viewpoints. 95. Fill in the blank in the following sentence: A(n) ________ is an oversimplified behavioral pattern applied uncritically to groups. 96. Fill in the blank in the following sentence: Communicators in ________ -context cultures, such as those in Japan, China, and Middle Eastern countries, pay attention to more than the words spoken. They emphasize interpersonal relationships, nonverbal expression, physical setting, and social setting. 97. Fill in the blank in the following sentence: The term ________ is used to describe mental representations based on general characteristics that are not fixed and rigid, but rather are open to new definitions. 98. Fill in the blank in the following sentence: One process for achieving intercultural competence is ________ , which refers to the use of concrete and specific feedback. 99. Fill in the blank in the following sentence: The World ________ Organization promotes open trade and the reduction of trade barriers globally. 100. Fill in the blank in the following sentence: ________ in the workplace has many dimensions, including race, ethnicity, age, religion, gender, national origin, physical ability, and sexual orientation. 101. Fill in the blank in the following sentence: Saving ________ is a primary motivator in business dealings in high-context cultures and involves preserving social harmony.

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Chap 03_10e 102. Fill in the blank in the following sentence: A trend known as _______ nationalism refers to the vast global differences in Internet access, including harsh restrictions in authoritarian countries. 103. Fill in the blank in the following sentence: The belief in the superiority of one's own race is known as ________. 104. Fill in the blank in the following sentence: Low-context communicators tend to use ________ logic to reach conclusions. That is, they proceed from Point A to Point B to Point C and finally arrive at a conclusion. 105. Fill in the blank in the following sentence: Diversity makes an organization innovative and creative. Conversely, sameness fosters an absence of critical thinking, also known as _______. 106. Fill in the blank in the following sentence: To improve tolerance, you will want to practice _______, which means trying to see the world through another’s eyes. 107. Fill in the blank in the following sentence: ________ refers to the stimuli, environment, or ambiance surrounding an event. It is probably the most important cultural dimension and is also the most difficult to define. 108. Fill in the blank in the following sentence: One way to improve your communication with those from other cultures is to use _______ English, which refers to speaking and writing in short sentences using simple words and avoiding puns, slang, and other terms that are not easily translated. 109. Fill in the blank in the following sentence: A(n) ________ is a stereotype that has developed into a rigid attitude and that is based on erroneous beliefs or preconceptions. 110. Fill in the blank in the following sentence: Most important in achieving effective communication is _______. This attitude requires us to engage positively with head nods, eye contact, facial expressions, and physical proximity.

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Chap 03_10e 111. Culture is a powerful operating force that conditions the way we think and behave. To be successful in the global economy, it's important to understand the basic characteristics of culture so that we can make adjustments and adopt new attitudes. List and describe three basic characteristics of culture.

112. List and describe five techniques for improving written communication to intercultural audiences.

113. List and describe three factors that have led to increased globalization.

114. Explain the advantages and challenges of workplace diversity, including the specific ways that consumers, work teams, and business organizations benefit from more diverse workplaces.

115. An important goal when making ethical decisions abroad should be to acknowledge different values but also emphasize moral initiative. Identify and describe four strategies to help with the cultural challenges of global business interaction.

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Chap 03_10e Answer Key 1. True 2. True 3. False 4. True 5. False 6. False 7. False 8. False 9. False 10. False 11. False 12. True 13. False 14. True 15. False 16. True 17. False 18. True 19. True 20. False 21. True 22. False 23. True 24. True 25. False 26. False

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Chap 03_10e 27. True 28. False 29. True 30. True 31. b 32. b 33. b 34. c 35. b 36. a 37. b 38. c 39. c 40. a 41. d 42. d 43. c 44. b 45. a 46. c 47. d 48. b 49. b 50. a 51. d 52. a 53. c 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 55. d 56. b 57. c 58. a 59. d 60. d 61. b 62. a 63. d 64. c 65. c 66. a 67. a 68. a 69. b 70. c 71. d 72. a 73. b 74. d 75. a 76. b 77. b 78. b 79. c 80. c 81. d 82. b Copyright Cengage Learning. Powered by Cognero.

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Chap 03_10e 83. d 84. c 85. c 86. b 87. c 88. a 89. b 90. d 91. legalistic 92. low 93. Culture 94. spiral 95. stereotype 96. high 97. prototype 98. descriptiveness 99. Trade 100. Diversity 101. face 102. digital 103. ethnocentrism 104. linear 105. groupthink 106. empathy 107. Context 108. plain 109. prejudice 110. supportiveness

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Chap 03_10e 111. Student answers will vary but should include three of the following characteristics: Culture is learned: Rules, values, and attitudes of culture are not inherent. They are learned and passed down from generation to generation. Cultures are inherently logical: The rules in any culture originated to reinforce that culture's values and beliefs. They act as normative forces. Although some cultural behavior may sometimes seem silly and illogical, nearly all serious rules and values originate in deepseated beliefs. Culture is the basis of self-identity and community: Culture is the basis for how we tell the world who we are and what we believe. People build their identities through cultural overlays to their primary culture. Culture combines the visible and the invisible: To outsiders, the way we actthose things that we do in daily life and workare the most visible parts of our culture. These practices are often outward symbols of deeper values that are invisible but that pervade everything we think and do. Culture is dynamic: Over time, cultures will change. Changes are caused by advancements in technology and communication and by events such as migration, national disasters, and war. Attitudes, behaviors, and beliefs change in open societies more quickly than in closed societies.

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Chap 03_10e 112. Student answers will vary but should include five of the following: Adjust writing style and tone: Learn how documents are formatted and addressed in the intended reader's country. Decide whether to use your organization's preferred format or adjust to local styles. Use short sentences and short paragraphs: Sentences with fewer than 20 words and paragraphs with fewer than eight lines are most readable. Observe titles and rank: Use last names, titles, and other signals of rank and status. Send messages to higher-status people and avoid sending copies to lower-ranking people. Avoid ambiguous expressions: Include relative pronouns for clarity in introducing clauses. Stay away from contractions. Avoid idioms, figurative clichés, slang, acronyms, abbreviations, jargon, and sports references. Use action-specific verbs. Strive for clarity: Avoid words that have many meanings. If necessary, clarify words that may be confusing. Replace two-word verbs with clear single words. Use correct grammar: Be careful with misplaced modifiers, dangling participles, and sentence fragments. Use conventional punctuation. Cite numbers carefully: For international trade it is a good idea to learn and use the metric system. In citing numbers use figures rather than words. Always convert dollar figures into local currency. Avoid using figures to express the month of a year.

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Chap 03_10e 113. Student answers will vary but should include three of the following factors:

Mature local markets: Many companies are increasingly looking overseas as domestic markets mature. They can no longer expect increased sales growth at home. Favorable trade agreements: A significant factor in the expansion of global markets is the passage of favorable trade agreements. The World Trade Organization (WTO) promotes open trade globally, and the U.S.-MexicoCanada Agreement (USMCA) expands free trade among Canada, the United States, and Mexico. USMCA has created one of the largest and richest free-trade regions on earth. Additional trade agreements are causing markets to expand. Robust middle classes in emerging economies: Parts of the world formerly considered developing now boast robust middle classes. Once known only for cheap labor, many countries with emerging economies are now seen as promising markets. Estimates suggest that 70 percent of world growth over the next few years will come from emerging markets. Advancements in transportation and logistics: Of paramount importance in explaining the explosive growth of global markets are amazing advancements in transportation and logistics technology, including supersonic planes that can carry goods and passengers to other continents overnight. Breakthroughs in transportation technology, such as digital wireless sensor telemetry, also push the drive toward globalization. Growing reach of information and communication technologies: Probably the most significant factor fueling globalization is the development of information and communication technologies (ICT), which have changed the way we live and do business. ICT includes the Internet, wireless networks, smartphones, mobile electronic devices, and other communication media. High-speed, high-capacity, and relatively low-cost communications have opened new global opportunities that make geographic location virtually irrelevant for many activities and services. Workers have access to company records, software programs, and colleagues whether they're working at home, in the office, or at the beach. The world's new economic landscape enables companies to conduct business anytime, anywhere, and with any customer.

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Chap 03_10e 114. Student answers will vary but should address the following. Diversity can be a positive force within organizations, but it can also cause divisiveness, discontent, and clashes. Many identity groups, such as women and older workers, have legitimate gripes. However, the following identify groups benefit significantly from diversity in the following ways. C onsumers: A diverse staff is better able to read trends and respond to the increasingly diverse customer base in local and world markets. Diverse consumers now want goods and services tailored to their needs. Teams made up of people with different experiences are better equipped to create products that these markets require. Consumers also want to deal with companies that respect their values and reflect themselves. W ork Teams: Team members with different backgrounds may come up with more innovative and effective solutions than homogeneous teams. Business Organizations: Companies that set aside time and resources to cultivate and capitalize on diversity suffer fewer discrimination lawsuits, fewer union clashes, and less government regulatory action. Most important, though, is the growing realization among organizations that diversity is a critical bottom-line business strategy to improve employee relationships and increase productivity. 115. Students responses will vary but should include four of the following: Broaden your view. Become more sensitive to the values and customs of other cultures. Look especially at what they consider moral, traditional, practical, and effective. Create virtuous incentives for staff. Compensation should reward proper legal and ethical behavior. Find alternatives. Instead of caving to government payoffs, perhaps offer nonmonetary public service benefits, technical expertise, or additional customer service. Refuse business if options violate your basic values. If an action seriously breaches your own code of ethics or that of your firm, give up the transaction. Embrace transparency. Conduct all relations and negotiations as openly as possible. Don’t rationalize shady decisions. Avoid agreeing to actions that cause you to say, This isn’t really illegal or immoral, This is in the company’s best interest, or No one will find out. Resist legalistic strategies. Don’t use tactics that are legally safe but ethically questionable. For example, don’t call agents (who are accountable to employers) distributors (who are not).

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Chap 04_10e Indicate whether the statement is true or false. 1. The best feedback to a message is descriptive rather than evaluative. a. True b. False 2. Because jargon can be confusing, it should never be used in business writing. a. True b. False 3. The following sentence uses a positive tone: Employees cannot park in Lot H until April 1. a. True b. False 4. As the communication barrier known as bypassing reveals, meanings are in people rather than in words. a. True b. False 5. Business communicators should generally spend the most time on the prewriting phase of the 3-x-3 writing process. a. True b. False 6. Team writing is especially important for documents that require the expertise or consensus of many people. a. True b. False 7. You can start lowering your energy expenses immediately is an example of an audience-focused sentence. a. True b. False 8. The process of communication begins when the sender has an idea. a. True b. False 9. The 3-x-3 writing process does not apply to presentations since they are delivered verbally. a. True b. False 10. The first question to ask yourself when composing a business message is "What channel should I use to send the message?" a. True b. False

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Chap 04_10e 11. A live video chat is considered a richer medium than a written report or proposal. a. True b. False 12. The following sentence represents good business writing: A proficient attorney always defends his client. a. True b. False 13. Business writing should follow a rigid progression of distinct steps regardless of the type or purpose of the message. a. True b. False 14. Robert is gathering data for a business proposal he is writing. Robert is in the first phase of the writing process. a. True b. False 15. A letter is an effective channel for an internal written message requiring formality or sensitivity. a. True b. False 16. BTW, I need your report with stats asap is considered an example of professional expression and tone because of its directness and conciseness. a. True b. False 17. Team-written documents and presentations are standard in most organizations because collaboration produces a better product. a. True b. False 18. As long as a message is transmitted from the sender to the receiver, successful communication has taken place. a. True b. False 19. E-mail remains the most effective tool for team collaboration because members can access it across a variety of devices. a. True b. False 20. One advantage of writing collaboratively is that team members learn more about the organization's values and procedures. a. True b. False

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Chap 04_10e 21. Every message you write should begin with the notion that your audience is thinking What’s in it for me? (WIIFM) a. True b. False 22. In team writing projects, team members usually work separately during Phase 1, the prewriting phase. a. True b. False 23. Even with communication tools such as e-mail, instant messaging, texting, Twitter, and other interactive media, the nature of communication remains unchanged. a. True b. False 24. The following sentence effectively applies the “you” view: I have decided to allow you to take Friday off. a. True b. False 25. A coworker has asked you for evaluative feedback on a proposal she has written. To provide the requested feedback, you should repeat back the proposal's main ideas to show that you understand them. a. True b. False 26. Michael is trying to decide how to organize an e-mail to staff about changes to the vacation policy. Anticipating whether the audience is likely to respond neutrally, positively, or negatively can help him in determining his organizational strategy. a. True b. False 27. In profiling your audience, you should consider only how the primary (not secondary) audience is likely to react to your message. a. True b. False 28. One consideration to make in selecting the channel for a message is the necessity of a permanent record. a. True b. False 29. Encoding is the process of translating a message from its symbol form into meaning. a. True b. False

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Chap 04_10e 30. Siobhan wants to establish a friendly yet professional tone in a message to her staff. She should use pronouns such as I, we, and you to sound more conversational. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 31. Deborah is writing a proposal to solicit business from a potential client. She should expect to spend the most time on ________. a. analyzing the purpose of the message and anticipating the needs of the client b. editing, proofreading, and evaluating the proposal c. composing the first draft of the proposal at her computer d. researching the information to include in the proposal 32. Emily has scheduled a face-to-face meeting with each of her employees to provide performance feedback. What factor is she most likely considering in choosing this channel? a. The confidentiality and sensitivity of the message b. Cost c. The degree of formality required d. Available technology 33. Select the most accurate statement about team writing. a. Team writing is especially important for short documents such as memos, letters, and informational briefs. b. Because collaboration usually takes longer, team writing is not useful for documents with short deadlines. c. Members of effective teams are usually eager to implement their recommendations because they are more invested. d. Team-written documents and presentations are not standard in most organizations because collaboration has many disadvantages. 34. Victoria is writing an e-mail message to her colleagues to encourage them to take part in a charitable fundraiser. Her primary purpose is to ________. a. inform b. promote goodwill c. persuade d. intimidate 35. Kendra is part of a team that will be preparing a presentation to the board of directors about a new product idea. What will her team likely do the first time they meet? a. Brainstorm for ideas b. Begin their research c. Start preparing PowerPoint slides d. Start composing a first draft of the presentation

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