TEST BANK for Business Communication Process and Product, Brief Edition 6th Edition by Guffey Mary; by welldoneassistant

TEST BANK for Business Communication Process and Product, Brief Edition 6th Edition by Gu>ey Mary; Dana Loewy.

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Chap 01_6ce Indicate whether the statement is true or false. 1. Managers can use the grapevine productively by sharing bad news as well as good news. a. True b. False 2. One advantage of oral communication over written communication is that oral communication can be more easily adjusted to the audience. a. True b. False 3. According to media richness theory, face-to-face conversations are the richest because they provide helpful cues and allow for immediate feedback. a. True b. False 4. You are born with the abilities to read, listen, speak, and write effectively. a. True b. False 5. The rise of new communication technologies, trade barriers, advanced forms of transportation, and saturated local markets have encouraged companies to move to emerging markets around the world. a. True b. False 6. 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 7. The 21st-century economy depends mainly on information and knowledge. a. True b. False 8. Bypassing helps you get through to the person you are calling in the most efficient manner. a. True b. False 9. You may expect to work long hours without extra compensation and be available 24/7/365. a. True b. False 10. A sizable chunk of our future economy may rely on “free agents” who will be hired on a project basis. a. True b. False

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Chap 01_6ce 11. Jennifer’s poor listening skills cause her to miss much of what her colleagues say during meetings. The organization communication barrier she is experiencing is a lack of communication skills. a. True b. False 12. Computer, wireless network, phone, letter, and memo are all examples of channels. a. True b. False 13. The “new economy” comprises Internet-based companies, m-commerce, and e-commerce. a. True b. False 14. Knowledge and information workers are paid for their ability to engage in physical labour and lift heavy objects. a. True b. False 15. Information flows through formal communication channels in three directions: downward, upward, and spiral. a. True b. False 16. Communication in today’s workplace is shifting from one-sided and slow to interactive, instant, and less paperbased communication. a. True b. False 17. E-mail is rapidly becoming the preferred communication channel for online customer service. a. True b. False 18. Today’s new communication technologies have made writing skills less important than in the past. a. True b. False 19. Flattened management hierarchies allow companies to react more quickly to market changes. a. True b. False 20. Cross-functional teams are usually made up of people with similar backgrounds, knowledge, and training. a. True b. False 21. One disadvantage of written communication is that it the paper trail it leaves can be dangerous. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 01_6ce 22. The three primary business communication functions are to inform, to persuade, and to entertain. a. True b. False 23. Organizations with free-flowing, open communication tend to be more successful. a. True b. False 24. Diverse workforces are more likely to create the products that consumers demand. a. True b. False 25. Communication today generally flows one way—from companies to the public. a. True b. False 26. 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 27. In making hiring decisions, employers often rank communication skills among the most-requested competencies. a. True b. False 28. External communication includes sharing ideas and messages with superiors, coworkers, and subordinates. a. True b. False 29. Social presence is greater in asynchronous communication (e-mail, forum posts) than in synchronous communication (live chat, IM). a. True b. False 30. The first two steps in the communication process are 1) the sender has an idea, and 2) the sender encodes the message. a. True b. False 31. Only workers at the highest levels of management are expected to think creatively and critically. a. True b. False 32. A “virtual office” is a workplace that is mobile and centralized. a. True b. False Copyright Cengage Learning. Powered by Cognero.

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Chap 01_6ce 33. 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 34. In today’s Information Age, nearly three out of four jobs will require thinking, brainpower, and decision making. a. True b. False 35. With more organizations using short forms of communication like tweets and text messages, writing skills are not as important today. a. True b. False 36. Being ethical makes good business sense. a. True b. False 37. 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 38. Frontline employees, as well as managers, participate in critical thinking and decision making. a. True b. False Indicate the answer choice that best completes the statement or answers the question. 39. 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 40. What should students entering today’s workplace expect to find? a. a position that involves lifelong learning and constant training b. employers to provide them with a clearly defined career path c. an abundance of nine-to-five jobs d. regular pay increases and job security

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Chap 01_6ce 41. Hannah posts her résumé on the websites of several companies. Unfortunately, it is poorly formatted and contains several spelling and grammar errors. What kind of communication barrier might this cause? a. bypassing b. differing frames of reference c. emotional distraction d. physical distraction 42. Suzanne has just received an e-mail message from a client and is reading it carefully to determine her client’s needs. Which part of the communication process is Suzanne involved in? a. encoding b. channel selection c. decoding d. feedback 43. 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. 44. What must knowledge and information workers do to succeed in today’s digital workplace? a. Write a minimum number of tweets per day. b. Communicate information to others. c. Install software programs. d. Subscribe to numerous social networking sites. 45. How is social presence defined? a. how extroverted a person is in a business meeting with either internal or external audiences b. how well a company uses social media to communicate to customers and employees c. the degree of salience between a sender and receiver using a communication medium d. a person’s ability to get along with others whether dealing with customers or employees in an organization 46. Which of the following is a significant trend in today’s dynamic workplace? a. union participation and regulation b. more homogeneous workforces c. around-the-clock availability d. stricter dress codes

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Chap 01_6ce 47. While conducting an orientation session for new employees, Clayton noticed looks of confusion on the faces of some listeners. He then paused and asked his audience, “What questions do you have so far?” How was Clayton striving to overcome communication barriers? a. by questioning his assumptions, biases, and prejudices b. by improving his language and listening skills c. by creating an environment for useful feedback d. by reducing physical distractions 48. What helps the sender know whether the message was received and understood? a. feedback b. noise c. bypassing d. decoding 49. What does it mean to think creatively and critically? a. agreeing with your supervisor at all times b. going with your gut instinct c. being able to make decisions quickly d. having opinions that are backed by reason and evidence 50. Daniel must handle a complex organizational issue. Which of the following media would be best for this purpose? a. videoconference b. e-mail message c. telephone conversation d. face-to-face meeting 51. What is one definition of communication? a. persuading someone to agree with you b. transmitting information and meaning c. promoting goodwill using language d. impressing readers using language 52. Internal and external communication have a lot in common; however, internal communications are used for one key purpose for which external communications are not typically used. What is this purpose? a. to exchange ideas b. to inform c. to promote goodwill d. to persuade

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Chap 01_6ce 53. Which of the following statements best describes today’s new work environments? a. Mobile technologies do not support flexible working arrangements that allow employees to work from home or on the road. b. Few workers in companies are part of virtual teams. c. Individual offices and cubicles are used to promote an open environment. d. Working from home or on the road makes communication skills less important. 54. Ethical business communicators strive to tell the truth and label opinions so that they are not confused with facts. They are objective and communicate clearly. From an ethical perspective, what else should ethical business communicators do? 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. 55. What is the most significant difficulty in doing business globally? a. dealing with people who live in different time zones b. dealing with people who speak another language c. dealing with people who differ from you in customs, lifestyles, and religious beliefs d. dealing with people who use different equipment and technology in conducting business 56. Which statement accurately describes the term around-the-clock availability? a. It means that you will be paid for working 24 hours a day, 7 days a week, 365 days a year. b. It means workers may be expected to be available practically anytime without extra pay. c. It is illegal under Canadian labour laws. d. It refers only to websites, not people. 57. Which of the following is the most prevalent communication channel in the workplace today? a. texting b. e-mail c. face-to-face meetings d. Facebook 58. 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

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Chap 01_6ce 59. 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 which of the following? a. breaking the law b. common workplace practices c. unethical actions d. workplace distrust 60. Robert says that he will answer his client’s questions “as soon as possible.” Robert plans to answer the questions by early next week; his client expects the answers by the end of the day. What does this misunderstanding result from? a. bypassing b. differing frames of reference c. noise d. using the incorrect communication channel 61. 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? 62. 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. 63. Naoko has just moved to Canada from Japan and is taking a class to improve her English. What interpersonal communication barrier is she trying to overcome? a. differing frames of reference b. digital interruptions c. lack of language skills d. bypassing 64. Amaya 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 to always get the best desk. c. Engage in a lot of small talk to get to know coworkers better. d. Exhibit territorial behaviour and avoid casual interactions with coworkers.

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Chap 01_6ce 65. Mihaela has just moved to Canada from Turkey. In Turkey, she was a lab manager in a hierarchical organization where employees quickly responded to direct orders. She now has a senior position in a Canadian lab that focuses on team building. She has discovered that her fellow workers do not respond to her previous management style. What organizational communication barrier must she overcome? a. lack of communication skills b. long lines of communication c. differing frames of reference d. ego involvement 66. When are differences in frames of reference especially significant? a. when working on improving one’s listening skills b. when communicating with people from different cultures c. when overcoming physical barriers to communication d. when dealing with conflicting emotions 67. Which of the following is an example of an internal organizational communication? a. a collection letter sent to a customer b. a website advertising a company’s products c. a meeting of all department managers d. an annual report sent to company stockholders 68. Which of the following is NOT an advantage of oral communication? a. It provides immediate feedback. b. It promotes easy recall. c. It can be adjusted to the audience. d. It supplies nonverbal cues. 69. Which of the following statements about the importance of communication skills in today’s workplace is correct? a. They are not as important as they once were. b. They are a necessity in today’s workplace. c. They are only required for high-level positions. d. They are not needed in today’s high-tech workplace. 70. Which of the following best describes communication in today’s business organizations? a. Many companies use intranets to communicate with customers, outside vendors, and governmental agencies. b. Smartphones and tablet computers are prevalent in the workplace but do not have the capabilities to replace laptops and personal computers. c. Wireless access is increasingly blanketing entire office buildings, airports, hotels, restaurants, school and college campuses, cities, and other public spaces. d. The most common workplace use of tablet computers is blogging.

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Chap 01_6ce 71. 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. 72. Which of the following statements best describes team-based management? a. Companies use team-based management as a way to improve communication. b. Because the concept is relatively new, very few companies have adopted team-based management yet. c. People are willing to work in teams, so there is rarely any conflict or any need for communication coaches when companies adopt team-based management. d. Companies are not willing to train new employees to work effectively as part of a team. 73. How do employers benefit from establishing diverse work teams? a. Having diverse work teams ensures that all coworkers will get along. b. Diverse work teams are better able to predict and meet the needs of a diverse customer base. c. Diverse work teams ensure that employment equity standards are being met. d. Diverse work teams require very little employee support. 74. A Canadian sales team offended a group of Peruvian businesspeople by starting its sales presentation without first engaging in informal conversation as expected in the Peruvian culture. The communication barrier in this instance could be attributed to which of the following? a. bypassing b. poor listening skills c. a failure to recognize different frames of reference d. emotional interference caused when senders or receivers are distracted by internal feelings 75. Media richness theory attempts to classify media in organizations according to what criterion? a. how much the media cost to use b. how technologically advanced the media are c. how widely the media are used in the workplace d. how clearly the media convey information to a recipient 76. Which of the following best defines communication? a. Communication is the transmission of information from one individual or group to another. b. Communication is the transmission of data from one individual or group to another. c. Communication is the transmission of information and meaning from a sender to a receiver. d. Communication is the transmission of ideas from one individual or group to another.

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Chap 01_6ce 77. Which of the following is considered a rich medium? a. e-mail message b. face-to-face conversation c. flyer or poster d. blog 78. Kendra is responsible for updating her company’s Facebook page with information about products, promotions, and special events. What communication medium is Kendra using? a. presence technology b. blogging c. social media d. Web conferencing 79. What statement best describes communication in today’s work environment? a. Today’s organizations use e-mail, instant messaging (IM), texting; interacting with social media such as Facebook, Twitter, and LinkedIn have not changed the nature of communication. b. Web chats are still lagging as a preferred communication channel for online customer service. c. Hard-copy memos and letters still outnumber other forms of communication. d. Desktop computers are still the preferred devices in the workplace. 80. What are the three basic functions of business communication? a. to inform, entertain, and impress b. to inform, persuade, and promote goodwill c. to inform, persuade, and explain d. to inform, instruct, and entertain 81. 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 82. Which of the following is an example of an internal disruption in the decoding process? a. Loud construction sounds outside prevent Imraan from hearing the message. b. Meaghan finds her mind drifting during a lecture as she thinks about her upcoming trip to Florence. c. Brandon finds it hard to pay attention during the interview because the interviewer’s phone keeps ringing. d. Sylvia finds it difficult to read her colleague’s e-mail message because it’s filled with grammatical errors and typos.

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Chap 01_6ce 83. Which of the following statements about social presence is accurate? a. Media with high social presence conveys impersonal information. b. Social presence is greater in asynchronous communication than in synchronous communication. c. Social presence can mean how much awareness of the sender is conveyed along with the message. d. Social presence is as great face-to-face as it is in mediated and written communication. 84. In today’s competitive job market, what qualifications should a successful job candidate possess? a. at least a 2.0 grade point average b. mediocre writing skills c. website design capabilities d. the ability to communicate effectively 85. Given the increase of diversity in the workplace, which of the following should be a major priority for businesspeople? a. learning to design their own wiki b. learning a second language to communicate with coworkers c. co-operating and communicating successfully with diverse coworkers d. reconsidering their values in order to relate to diverse global markets 86. 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. 87. Which of the following statements best describes formal and informal communication channels? 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. 88. What is the 21st-century economy mainly based on? a. information and knowledge b. physical labour c. a supply of raw materials d. the stock market 89. Which of the following is an advantage of written communication? a. It creates a permanent record. b. It provides immediate feedback. c. It is more personal than oral communication. d. It is effective for delivering nonverbal cues. Copyright Cengage Learning. Powered by Cognero.

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Chap 01_6ce 90. Sandra owns a medium-sized financial services firm. She would like to make the best use of the grapevine for communication. What is the most effective way for Sandra to do so? a. Use the grapevine for delivering only good news. b. Stay away from the grapevine and let employees use it privately. c. Increase the amount of information delivered through formal channels. d. Eliminate the grapevine entirely and allow formal communication only. 91. 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 post d. live chat 92. Which of the following is the main advantage of face-to-face communication? a. Face-to-face communication provides ample time for chitchat. b. Face-to-face communication takes less time than communicating electronically. c. Face-to-face communication minimizes misunderstanding. d. Although face-to-face communication feels unnatural, it promotes friendships. 93. Jeanette is offended when she notices that only masculine pronouns are used in the company’s human resources manual. What is this decoding problem a result of? a. a closed communication climate b. bypassing c. an external disruption d. a semantic obstacle 94. Which statement accurately describes social media? a. Social media are still relatively new and untried communication channels for most businesses. b. Most businesses today have discarded old media and instead use social media exclusively for communicating and marketing. c. Social media networks first attracted industries built on tradition and formality. d. Social media sites such as Facebook and Twitter offer positive ways to promote a business and to reach and react to customer concerns. 95. Which of the following is an example of external organizational communication? a. an employee performance appraisal b. a sales letter sent to a prospective customer c. a report recommending a change in company procedure d. an e-mail message giving instructions for requesting a change in health benefits.

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Chap 01_6ce 96. Which of the following correctly describes a three-point plan to help you think critically and solve problems competently? a. explore the challenge, gather information, implement solutions b. gather information, generate ideas, implement solutions c. explore the challenge, pick the most promising ideas, implement solutions d. explore the challenge, generate ideas, implement solutions 97. When does the process of communication begin? a. when a message is put into words b. when the message is sent over a communication channel to the receiver c. when the sender has an idea d. when the receiver actually receives the message and decodes it 98. Gerard’s company has opted to save office space by using boomerang-shaped workstations and cockpit-style work surfaces. What is this style of office design called? a. telephony b. virtual office c. open office d. Web 2.0 99. How have today’s companies improved communication to compete more effectively? a. Companies have made a concerted effort to eliminate the grapevine. b. Companies have restructured and reengineered themselves into smaller operating units. c. Companies have limited free-flowing communication to external audiences. d. Companies increased the number of levels in the communication chain. 100. 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 101. What type of technology makes it possible to centralize applications and data for access by employees no matter where they are? a. cloud computing technology b. blogs, podcasts, and wikis c. telephony d. presence technology

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Chap 01_6ce 102. While reading an e-mail message from her boss, Linh is distracted by numerous typographical and spelling errors. What is the term for these errors that detract from the message and make it difficult to read? a. bypassing b. noise c. feedback d. frame of reference 103. When employees at Coors translated its slogan “Turn It Loose” into Spanish, they didn’t realize it would translate to “suffer from diarrhea.” To avoid similar problems, the sender of a message must do what? a. select a proper communication channel b. provide means to ensure reliable feedback c. keep all messages in English d. select appropriate words or symbols as part of the encoding process 104. Which of the following best describes the need for writing skills in the workplace? 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 needs good writing skills. c. Having good writing skills can improve your chances for promotion and can result in higher earnings. d. Good writing skills are no longer important in today’s digital world. 105. You are talking with the president of your company about a possible merger. Which of the following is the most useful feedback you can provide during the conversation? a. “I just don’t understand why you think we should go through with this merger.” b. “If I understand you correctly, your recommendation is that we go through with the merger.” c. “There’s no way this merger can possibly work.” d. “Are you insane?” 106. Alex is having trouble concentrating on a report he is reading because his smartphone keeps ringing and his colleagues keep sending him text messages. What kind of communication barrier is this? a. differing frames of reference b. distraction c. lack of language skills d. bypassing 107. Which of the following statements best compares oral and written communication? a. Written communication is preferred only when a permanent record is needed. b. Written messages are generally less well considered than oral messages. c. Oral communication such as a face-to-face meeting allows for immediate feedback. d. Oral communication is recommended to present formal or complex ideas.

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Chap 01_6ce 108. As her supervisor explains the new procedure, Rachel nods her head. What is Rachel’s response an example of? a. verbal feedback b. noise c. evaluation d. nonverbal feedback 109. Zachary needs to deliver a sensitive message to a colleague and decides to deliver it face-to-face. What is Zachary in the process of doing? a. encoding the message b. decoding the message c. preparing for feedback d. selecting the channel for the message 110. For years businesses have been flattening their management hierarchies. What does this flattening mean? a. Information must flow through more layers of management. b. It takes longer to make decisions. c. Various areas within an organization have little contact with one another. d. Employees at all levels must be skilled communicators. 111. When Jin includes the sentence “Let me know whether I can answer any questions” at the end of his e-mail message, what is he encouraging? a. decoding b. feedback c. frame of reference d. bypassing 112. Which of the following communication media requires the most clarifying information for the recipient? a. face-to-face meetings and conversations b. e-mail messages c. flyers or posters d. telephone calls 113. Robert must send an e-mail message to a client in Turkey. He is carefully selecting his words to ensure that his Turkish client, who speaks English as a second language, will understand them. In which part of the communication process is Robert involved? a. message encoding b. idea formation c. message transmission d. message decoding

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Chap 01_6ce 114. According to the text, why are more businesses shifting away from paper forms of communication, such as memos and letters, to e-mail and text messaging? a. The advances in information technology allow businesses to speed up the flow of communication. b. Businesses like their employees to be available after work hours. c. Memos and letters are no longer preferred because they leave a permanent record. d. Customers expect businesses to communicate using the technologies they prefer. 115. Which of the following best describes an effective communicator in the digital age? a. Digital workplace writing can be much more casual than traditional business writing. b. Don’t worry about your daily texts, Facebook postings, and tweets because they’re not “real” writing. c. Because most business is conducted face-to-face, you don’t have to be a grammar expert. d. Workers using social media and other online technology must guard their online image and reputation. 116. Jack has colleagues located throughout the world, and he would like to conduct a real-time meeting with them to discuss an important issue. Which of the following communication technologies should he choose? a. teleconferencing or videoconferencing b. e-mail c. blogging or a wiki d. text messaging 117. What does a free exchange of information help organizations to do? a. to respond rapidly to changing markets b. to minimize employee morale c. to limit public information d. to reduce the exchange of ideas within organizations 118. 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? 119. In which of the following cases is communication successful? a. when the fastest communication channel is used b. when the sender pronounces all words perfectly c. when positive feedback is given d. when the receiver understands an idea as the sender intended it Enter the appropriate word(s) to complete the statement. 120. Media with high _____________ presence convey warmth and are personal.

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Chap 01_6ce 121. Ethical business communicators are ______________ when they recognize their own biases and strive to keep them from distorting a message. 122. ____________________ are verifiable and often are quantifiable; opinions are beliefs held with confidence but without substantiation. 123. Workers at the same level coordinate tasks, share information, solve problems, and resolve conflicts through ____________________ communication. 124. ____________________ refers to the conventional standards of right and wrong that prescribe what people should do. 125. Feedback from employees to management forms the ____________________ flow of communication in most organizations. 126. The three primary functions of business communication are to inform, to persuade, and to promote ____________________. 127. ____________________ language is language that does not discriminate against individuals or groups on the basis of their sex, ethnicity, disability, race, sexual orientation, or age. 128. __________ English policies ensure businesses write policies, warranties, and contracts in language comprehensible to average readers. 129. Telephone calls, conversations, interviews, meetings, and conferences are all forms of ___________ communication. 130. ________________ communication includes exchanging ideas and messages with superiors, coworkers, and subordinates. 131. Policies, procedures, directives, job plans, and mission goals flow ____________________ from managers to employees. 132. E-mail messages, memos, letters, and reports are all forms of ___________ communication. 133. _______________ 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. 134. Official information typically flows through formal channels in three directions: _________________, upward, and horizontally. 135. ________________ communication includes exchanging ideas and messages with customers, suppliers, the government, and the public. 136. The ____________________ is an informal channel of communication that carries organizationally relevant gossip and functions through social relationships. 137. A(n) ____________________ or information worker engages in mind work and is paid for his or her education and ability to learn.

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Chap 01_6ce 138. Explain why having strong writing skills is important in today’s digital world.

139. Compare and contrast formal and informal channels of organizational communication.

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

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

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Chap 01_6ce Answer Key 1. True 2. True 3. True 4. False 5. False 6. True 7. True 8. False 9. True 10. True 11. True 12. True 13. True 14. False 15. False 16. True 17. False 18. False 19. True 20. False 21. True 22. False 23. True 24. True 25. False 26. True

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Chap 01_6ce 27. True 28. False 29. False 30. True 31. False 32. False 33. False 34. True 35. False 36. True 37. True 38. True 39. a 40. a 41. d 42. c 43. d 44. b 45. c 46. c 47. c 48. a 49. d 50. d 51. b 52. a 53. c 54. b Copyright Cengage Learning. Powered by Cognero.

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Chap 01_6ce 55. c 56. b 57. b 58. b 59. c 60. a 61. c 62. d 63. c 64. a 65. c 66. b 67. c 68. b 69. b 70. c 71. a 72. a 73. b 74. c 75. d 76. c 77. b 78. c 79. a 80. b 81. c 82. b Copyright Cengage Learning. Powered by Cognero.

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Chap 01_6ce 83. c 84. d 85. c 86. c 87. d 88. a 89. a 90. c 91. d 92. c 93. d 94. d 95. b 96. d 97. c 98. c 99. b 100. b 101. a 102. b 103. d 104. c 105. b 106. b 107. c 108. d 109. d 110. d Copyright Cengage Learning. Powered by Cognero.

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Chap 01_6ce 111. b 112. c 113. a 114. a 115. d 116. a 117. a 118. d 119. d 120. social 121. objective 122. Facts 123. horizontal 124. Ethics 125. upward 126. goodwill 127. Inclusive 128. Plain 129. oral 130. Internal 131. downward 132. written 133. Media 134. downward 135. External 136. grapevine 137. knowledge

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Chap 01_6ce 138. Student answers will vary and should touch on some or all of the following points. Writing skills are especially important today. Technology enables us to transmit messages more rapidly, more often, and more widely than ever before. Writing skills are also significant because many people work together but are not physically together. They stay connected through spoken and written messages. Writing skills, which were always a career advantage, are now a necessity. (1) In fact, business professionals may not realize how much poor writing skills can impede their careers. They can be your ticket to work—or your ticket out the door. Writing has been variously called a “career sifter,” a “threshold skill,” and “the price of admission,” (2) indicating that effective writing skills can be a stepping stone to great job opportunities. ∙ Messmer, M. (2001, January). Enhancing your writing skills. Strategic Finance. See also Staples, B. (2005, May 15). The fine art of getting it down on paper, fast. New York Times, p. WK13(L). ∙ College Board: The National Commission on Writing. (2004, September). Writing: A ticket to work… Or a ticket out: A survey of business leaders, p. 3. Retrieved from http://www.collegeboard.com/prod_downloads/writingcom/writing-ticket-to-work.pdf; O’Rourke, IV, J. S. (2013). Management communication: A case-analysis approach (5th ed.). Boston: Prentice Hall, p. 9; Canavor, N. (2012). Business writing in the digital age. Los Angeles: Sage, p. 3. 139. 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 1) information includes job plans, policies, procedures, and feedback about employee performance. Upward flow: Information flowing upward provides feedback from nonmanagement 2) employees to management. This information includes such items as progress reports and suggestions. Horizontal flow: Lateral channels transmit information horizontally among workers at the 3) same level. These channels enable individuals to coordinate tasks, share information, solve problems, and resolve conflicts. Information also flows informally in organizations, most commonly through the grapevine, an informal channel of communication that functions through social relationships and carries organizationally relevant gossip. The grapevine can also be used by managers as an excellent source of information about employee morale and problems.

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Chap 01_6ce 140. Students will select five of the following and answers will vary.

Social media and changing communication technologies: Interacting with others on social media has become a daily necessity for many Canadians. Most larger organizations are completely plugged in and have created a positive presence with the help of both traditional and social media. Online communities continue to draw huge numbers of people from all over the world. Positive and negative comments can travel instantly at the speed of a few mouse clicks. Because bad customer-service experiences can lead to lifelong grudges, tech-savvy companies are embracing digital tools to connect with consumers, invite feedback, and improve their products and services. (1) A business communicator must develop a tool kit of new communication skills. You will want to know 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: People in other countries may practise different religions, follow different customs, live different lifestyles, and rely on different approaches in business. Successful communication in new markets requires developing new skills and attitudes. These include cultural awareness, flexibility, and patience. 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.

∙ Roberts, I. (2011, March 30). Consumer boycotts: How bad brand experience can turn into lifelong grudges. Retrieved from http://experiencematters.criticalmass.com

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Chap 01_6ce 141. 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. (1) 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. ∙ Daft, R. L., & Lengel, R. H. (1983, May). Information richness: A new approach to managerial behavior and organization design [Technical report], p. 13. Retrieved from http://www.dtic.mil/cgi-bin/GetTRDoc? AD=ADA128980; Daft, R. L., & Lengel, R. H. (1986). Organizational information requirements, media richness and structural design. Management Science, 32(5), 560. Retrieved from http://search.ebscohost.com

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Chap 02_6ce Indicate whether the statement is true or false. 1. Oral and written communication skills, listening proficiency, nonverbal behaviour, and etiquette expertise are all examples of soft skills. a. True b. False 2. Listening to customers usually results valuable feedback and goodwill. a. True b. False 3. Good listening skills are needed for employees at every level. a. True b. False 4. Conflict is a normal part of every workplace and every team. a. True b. False 5. Listening skills can be affected negatively by competing sounds and distractions. a. True b. False 6. Of the time during the workday dedicated to communication, most workers spend between 30 and 45 percent listening. a. True b. False 7. As meeting leader, Benjamin should always begin on time, even if some participants have not yet arrived. a. True b. False 8. A good agenda includes any premeeting preparation expected of participants. a. True b. False 9. You are attending your first workplace meeting and want to make a good impression. You should try to take credit for everything to show how valuable you are. a. True b. False 10. The appearance of an e-mail, letter, or memo can have a positive or negative effect on the reader. a. True b. False

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Chap 02_6ce 11. 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 12. 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 13. Being polished and professional can benefit a job candidate during the hiring process. a. True b. False 14. Generally, teams are able to make better decisions than individuals. a. True b. False 15. All teams eventually reach the final stage of team development: performing. a. True b. False 16. The gap between the speed with which speakers can talk and the speed with which we can listen leaves us time to lose our focus. a. True b. False 17. Having the good meeting management techniques required for face-to-face meetings is not enough to successfully manage a virtual meeting. a. True b. False 18. In the workplace you are more likely to be taken seriously if you have good manners and behave professionally. a. True b. False 19. When following the six-step pattern for dealing with conflict, the first thing you should do is look for common ground. a. True b. False 20. To stand out in the workplace, create an outgoing voicemail message that has music playing in the background or that includes a funny joke. a. True b. False

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Chap 02_6ce 21. Men tend to interrupt conversations for different reasons than women. a. True b. False 22. Today’s communication technologies allow employees to exchange ideas, brainstorm, build consensus, and develop personal relationships virtually. a. True b. False 23. Unlike in face-to-face meetings, ground rules are not needed in virtual meetings. a. True b. False 24. Eye contact, facial expressions, body movements, space, time, distance, and appearance are all examples of nonverbal communication. a. True b. False 25. Eye contact has the same meaning in all cultures. a. True b. False 26. In the workplace it is important to respect coworkers’ space by minimizing speakerphone use and avoiding the use of heavy perfumes or colognes. a. True b. False 27. Virtual teams may be global or local. a. True b. False 28. Most of us listen at about 75 percent efficiency. a. True b. False 29. Suzanne arrives 15 minutes late for the marketing department’s monthly meeting. The nonverbal message Suzanne is sending is negative. a. True b. False 30. The most successful teams are made up of diverse members. a. True b. False

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Chap 02_6ce Indicate the answer choice that best completes the statement or answers the question. 31. A task force charged with reducing overhead costs meets to define their roles and responsibilities and to develop ways to reach the group’s goals. Tension is fairly high among group members. What phase of team development are they experiencing? a. forming b. storming c. norming d. performing 32. Which of the following statements best describes conflict? 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. Conflict is always negative. 33. Which of the following is NOT true of workplace teams? a. Team members are less resistant to change. b. Decisions arrived at jointly usually get less buy-in than decisions reached individually. c. Teams result in improved employee morale. d. Team members experience reduced individual risk. 34. What can an employer do to reduce resistance to change in the workplace? a. Organize a charity run. b. Form decision-making teams. c. Implement a new performance review procedure. d. Hold a meeting to discuss employees’ attitudes. 35. When a meeting gets off topic, what should a good meeting leader do? a. Try generating a “parking lot” list. b. Wait for others to finish. c. Interrupt and change the subject. d. Dismiss the participants early. 36. Alyssa wants to become a better listener in the workplace. Which of the following is the best technique she can use to improve her listening skills? a. She shouldn’t maintain direct eye contact because doing so may distract the speaker. b. She should interrupt whenever she has an opinion on the topic to share with the speaker. c. She should rephrase and summarize the speaker’s message in her own words. d. She should avoid asking any questions because doing so may distract the speaker.

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Chap 02_6ce 37. Deborah will be leading a committee meeting and wants to make sure it is effective and efficient. What should Deborah 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. Give a ten minute introduction. 38. Several factors may cause poor listening habits. Which of the following is NOT one of these factors? a. lack of training b. large number of competing sounds and stimuli in our lives c. physical hearing disability d. ability to process speech faster than others can speak 39. 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. She should say as much as possible during the meeting. b. She should generate a list of important but divergent topics that should be discussed later. c. She should not worry so much about time; the most important thing is to make sure that all agenda items are discussed fully. d. She should kick anyone out who monopolizes the conversation. 40. Brianna must schedule an information meeting with 25 participants. She knows that it will be difficult to find a meeting time when everyone is available. What tool will best help her schedule this meeting? a. an e-mail to all participants asking for their availability during the week b. a digital calendar c. a Facebook event page d. text messages to individual participants asking them about their availability 41. 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 42. Which of the following is the best advice for sending professional e-mails on the job? a. Use complete sentences and proper punctuation. b. Use IM abbreviations to make your messages more concise. c. Check grammar and spelling only when sending external messages to save time and increase productivity. d. Use a lot of exclamation points to show your enthusiasm.

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Chap 02_6ce 43. Which of the following best describes virtual meetings? a. Virtual meetings are rare in today’s workplace. b. It is almost impossible to exchange ideas, brainstorm, build consensus, or develop personal relationships virtually. c. Two of the most significant reasons for the shift to virtual meetings are saving travel costs and reducing employee fatigue. d. Virtual meetings are generally held to coordinate team activities but not for any other purposes. 44. Which of the following is an effective way to improve your nonverbal communication skills? a. Ignore facial expressions and body language; instead, focus only on the verbal message. b. Ask friends and family members to give you feedback on your nonverbal behaviour. c. Try to avoid associating with people from diverse cultures since you might misunderstand their nonverbal messages. d. Always try to avoid making nonverbal assessments. 45. Stephen will be starting a new job soon and wants to exhibit proper business etiquette in his new workplace. What is the best advice you can give him? a. He should agree with everyone with whom he interacts. b. He should talk about his personal relationships and finances as a way to appear human and to establish relationships with other employees. c. He should send written thank-you notes to express sincere appreciation and praise. d. He should tell as many jokes as possible to put his colleagues at ease. 46. Which of the following statements best describes 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. 47. How much of what we hear do experts say that we ignore, forget, distort, or misunderstand? a. less than 10 percent of everything we hear b. 25 percent of everything we hear c. 50 percent of everything we hear d. 75 percent of everything we hear 48. 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 counselling. 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_6ce 49. Stephanie is about to start her first full-time job after earning her degree and wants to appear as professional as possible. What advice would you give her? a. She should change her e-mail address something more businesslike and professional. b. She should use her smartphone during meetings c. She should use slang, poor grammar, and profanity. d. She should share personal information. 50. In addition to making better decisions and responding faster, why do businesses form teams? a. Teams demonstrate increased productivity. b. Teams show proficiency in using technology. c. Teams are able to avoid conflict. d. Teams are used extensively in every culture. 51. Which of the following best describes meetings? a. Most people look forward to meetings. 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. 52. 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 53. 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 sixteen departments b. five or fewer c. between six and ten d. between eleven and thirty 54. Jin 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. He should keep his smartphone on so that he doesn’t miss an important call during the meeting. b. He should come prepared to the meeting by doing any preliminary work required. c. He should use body language to show whether he’s bored; the meeting leader will appreciate his honesty. d. He should wait to share his views after the meeting so that the meeting can move along efficiently.

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Chap 02_6ce 55. Sam is in charge of conducting a meeting during which a major company decision about reorganization will be made. Whom should he invite? a. anyone of importance in the organization b. representatives of all department heads c. people responsible for implementing the decision d. a minimum of 10 to 12 participants 56. During a meeting, Lanny and Jane 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. 57. Riley is a customer service representative and has just gone through training to improve his listening skills. Which of the following skills will make him a better listener? a. mentally criticizing grammar, voice, tone, and speaking style to get a better sense of what the customer is like b. tuning out what the customer is saying if he already knows the answer c. asking clarifying questions that put him in the driver’s seat of the conversation d. dividing his attention among two or more tasks to be more productive because listening is automatic 58. At the meeting, the team leader, Frank, is pushing his group to make a quick decision. The team agrees with him in order to please him and move the meeting along. What decision-making process did the team use? a. averaging b. groupthink c. authority rule with discussion d. majority 59. Which of the following best describes the impact of workplace appearance and attire? a. A lot of clothes in a variety of styles from casual to dramatic will make the best impression. b. Casual dress policies have led to reduced productivity and lax behaviour 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 jewellery. 60. Which of the following statements best describes what should happen when a meeting ends? a. The meeting should not end until all agenda items have been fully discussed. b. If minutes are taken, they should be distributed at the next meeting. c. Because all participants should be responsible for paying attention during the meeting, a summary at the end of the meeting would be a waste of time. d. No one should leave the meeting without a full understanding of what was accomplished.

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Chap 02_6ce 61. 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 favours. 62. Which statement best describes listening skills? a. Most oral messages heard in a day are completely understood. b. Most workers spend 30 to 45 percent of their communication time 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. 63. 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. Peter should not ask questions because doing so may make him look ignorant. b. Peter should show his interest by leaning forward and striving for good eye contact. c. Peter should feel free to answer the phone if he receives a call to show how busy he is. d. Peter should rely on his memory for the details rather than take notes to show how sharp he is. 64. A committee has been formed to develop the company’s five-year strategic plan. The committee members are just starting to get to know one another and are attempting to bond. What phase of team development are they experiencing? a. forming b. storming c. norming d. performing 65. Khalida is responsible for planning a virtual meeting with participants on three different continents. What should she do before the meeting takes place to ensure that it is productive? a. She should make sure the most up-to-date technology available is used. b. She should set the meeting time to her time zone. c. She should use only English language. d. She should provide the necessary training and encourage participants to log on 15 minutes early. 66. Which of the following statements regarding listening skills and customer service is NOT correct? a. Listening to customers can result in increased sales and profitability. b. Companies should hire employees who already possess good listening skills because training employees in this area is usually ineffective. c. As the North American economy becomes increasingly service oriented, customer service becomes even more important. d. Listening can be a strong customer acquisition and retention tool.

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Chap 02_6ce 67. Which of the following is an example of a soft skill? a. being able to work well as part of a team b. knowing how to prepare financial statements c. having experience using various software packages d. understanding all the technical skills in your field 68. At the end of a lengthy meeting, roles and responsibilities have been settled for all the team members. What is the team ready to pursue next? a. performing b. building trust c. norming d. implementing the plan 69. Which statement does NOT accurately describe facial expressions and posture? a. Very few people can control their facial expressions well enough to control the nonverbal messages they send. b. Standing up straight can make a person look arrogant. c. The expression on a communicator’s face can be almost as revealing of emotion as the eyes. d. Leaning toward a speaker suggests attraction and interest. 70. 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 71. 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. What is Martin part of? a. a group b. a cross-functional team c. a virtual team d. a self-directed team 72. A committee has been formed to study the feasibility of starting a wellness program. The members have gone through some rough times, but tensions have now subsided and information is starting to flow among members. What phase of team development are they experiencing? a. forming b. storming c. norming d. performing

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Chap 02_6ce 73. Which of the following is NOT a form of nonverbal communication? a. the appearance of a business document b. late arrival for a job interview c. the adjectives used in a sales letter d. a raised voice when angry or frustrated 74. Claudia is putting together a team to brainstorm product development ideas. What should the team do? a. Be as homogeneous as possible. b. Develop procedures to guide them. c. Avoid conflict. d. Be as large as possible, with at least ten members. 75. Which of the following best describes 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. We send and receive thousands of nonverbal messages every day. 76. Which of the following best describes meeting agendas? 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. 77. Which statement best describes the importance of manners and business etiquette? a. Good manners and professional demeanour 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. Employers are not impressed if you look and sound professional once you get the job. 78. Morgan has just been appointed to a task force and wants to be a positive member. Which of the following is the best advice you can give her? a. Ignore members who are being silent to show respect for them. b. Tell a lot of jokes throughout the meeting to ease tensions. c. Share ideas with other team members, even if they might not be adopted. d. Recount personal achievements and irrelevant topics

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Chap 02_6ce 79. Which of the following sends a negative nonverbal message? a. At work, an employee wears clothing that covers her tattoos. b. A job candidate arrives for an interview dressed in a conservative charcoal grey business suit. c. An employee sends her colleagues an e-mail message that contains several misspellings and grammatical errors. d. A job candidate uses a high-quality printer to make copies of her résumé and cover letter. 80. What are members of the most effective groups and teams willing to do? a. Establish rules and abide by those rules. b. Do everything necessary to avoid conflict. c. Use e-mail, social media, and other technology to communicate. d. Let the group leader make all decisions. 81. Which of the following statements about etiquette in the workplace is correct? a. Etiquette is not as important in today’s fast-paced, high-tech offices. b. Most people don’t mind rudeness or poor manners because these behaviours make the workplace more interesting. c. Bad manners and incivility are rare in today’s workplace. d. Good manners and courtesy convey a positive image of an organization. 82. Melinda has agreed to be a team leader in her organization and wants to make sure that the team is ethically responsible. What should Melinda do? a. Make sure that the team represents her view. b. Keep privileged information to herself. c. Let the team resolve conflict without her interference. d. Make sure the team does not discuss sensitive information with outsiders. 83. 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. 84. Nasim has come to you for advice about conducting a virtual meeting. What is the best advice you can give him? a. Present ideas using as much time as needed. b. Ask general questions of all team members. c. Leave time before or after the scheduled virtual meeting for small talk. d. Avoid using a powerful voice.

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Chap 02_6ce 85. Which of the following is a typical ground rule for meetings? a. Participate only when the topic interests you. b. Wait until after the meeting to resolve conflict. c. Forget the agenda if other important information is tabled. d. Be supportive and listen carefully. 86. A task force must decide whether the company should go public and start selling its stock. Task force members have decided to continue their discussion until all team members have aired their opinions and, ultimately, agree. What method for reaching group decisions is this team using? a. majority b. consensus c. authority rule with discussion d. averaging 87. 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. What should Frederick do? 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. 88. Which of the following is a typical ground rule for virtual meetings? a. allowing participants to ask questions whenever they want b. reminding participants to lower the volume of all phones, alarms, and electronic reminders c. telling participants that multitasking during the meeting is acceptable d. asking participants to say their names before beginning to comment 89. Renzo is attending his first virtual meeting. Which of the following statements would be good advice for Renzo? a. Don’t mute your phone during the meeting, so you don’t miss important calls. b. Log in 15 minutes early. c. Log in on time. d. It’s okay not to say anything in your first meeting. Enter the appropriate word(s) to complete the statement. 90. Employees can sound more professional in the workplace by avoiding ____________________, which is making declarative sentences sound like questions. 91. A meeting ____________________, which is distributed in advance of a meeting, lists the 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. 92. Typical ________________ for a team meeting are communicating openly, being supportive, listening carefully, participating fully, confronting conflict frankly, and following the agenda. Copyright Cengage Learning. Powered by Cognero.

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